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Future of Commerce



Customer Expectations of Omnichannel Retail

How are brands responding to changing consumer expectations from omnichannel and where do our experts think the industry will go next? We sat down to discuss all this and more with leaders from PwC, Matalan and Speedo owners, Pentland.

Ali Jones, Chief Customer & Omnichannel Officer - Matalan

Penny Herriman, CMO - Pentland

Tom Adams, Partner, Experience Consulting and Marketing Transformation Leader - PwC UK

Hosted by Naomi Wright, Managing Director - Retail - THG Ingenuity

Join industry experts from Matalan, Pentland Brands, PwC and THG Ingenuity as we discuss the ever-changing expectations that customers have of omnichannel retailers and the impact these changes are having on the role of DTC in a multichannel environment.


  • How consumers preferences for online and offline shopping have shifted since the pandemic.
  • The role that an authentic online community plays in modern omnichannel.
  • How the DTC model supports an effective international expansion.

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This session may contain strong language.

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