Wednesday 15th April – Conference Day Two
Wednesday 15th April – Conference Day Two
9:00 am - 10:00 am
Registration & Breakfast
10:00 am - 10:15 am
Opening Remarks - Day 2: Architecture, Payments & Operating Models
Giovanna B. Questioni -
Board Advisor,
The Global Council for Business Resilience (GCBR)
Agents, APIs, and the new retail stack.
10:15 am - 11:00 am
Panel Discussion - CPG Reality Check: Agent Channels, Shelf Voice & the Path to Conversion
Régis Pennel -
Ecommerce Director,
Galeries Lafayette
Luis Torres - Head of Digital, Specialized Bicycle Components
Giovanna B. Questioni - Board Advisor, The Global Council for Business Resilience (GCBR)
Agentic commerce is everywhere in the decks – retailer agents, shopping copilots, open platforms that promise to “close the loop”. But for CPGs, the reality is messy: limited integrations, early UX, different agent behaviours by retailer, and a big question over what really shifts discovery, preference and conversion. This discussion brings together CPG leaders experimenting at the edge of retail media, P2D content and agents to separate noise from signal.
• Where are agents actually influencing the shopper journey today – and where not yet?
• How CPGs are trying to understand and improve their “shelf voice” in LLMs and retailer agents.
• Balancing human-first storytelling with ACO-friendly P2D, UGC and media.
• Early lessons on measurement, test design and deciding where to double down next.
11:00 am - 11:30 am
Morning Coffee Break
11:30 am - 12:00 pm
Presentation - From Gift Bot to Global Concierge: Galeries Lafayette’s Agentic Commerce Journey
Régis Pennel -
Ecommerce Director,
Galeries Lafayette
Presentation - From Gift Bot to Global Concierge: Galeries Lafayette’s Agentic Commerce Journey
Galeries Lafayette is experimenting with agentic commerce on multiple fronts: analysing how LLMs talk about the brand, using GenAI to support customer service behind the scenes, and testing product discovery agents on-site. A seasonal Christmas “gift agent” was just one visible step in a wider roadmap toward a global shopping concierge that can genuinely help customers navigate a complex catalogue. Rather than waiting for perfect technology, the team is learning in public - launching constrained agents, measuring conversion and CSAT, and using call and email analysis to understand where interactions go wrong and how to improve them.
- Combining front-of-house agents with back-office GenAI to uplift the whole CX system.
- Designing constrained discovery agents that add value even when models and catalogues are imperfect.
- Using live pilots, customer feedback and KPIs to de-risk and justify industrialising agents.
By attending, you’ll hear a candid view of what’s working, what isn’t, and how a heritage retailer is turning early experiments into the foundations of an everyday digital concierge.
12:00 pm - 1:00 pm
Fireside Chat - Augment, Don’t Outsource: Enterprise Guardrails for the Agentic Era
Shaje Ganny -
Author, Founder and EU Group Director Digital Transformation,
P&G
Giovanna B. Questioni - Board Advisor, The Global Council for Business Resilience (GCBR)
Agentic systems raise the stakes beyond GenAI - shaping how people decide, work, and buy. Between techno-utopia, runaway superintelligence, and the “idiocracy” risk of cognitive offloading, enterprise leaders must choose a path that elevates human judgment while scaling impact. This closing fireside explores practical ways enterprises can harness agents responsibly - societal impact first, ethics and safety by design, augmentation over replacement.
• Anchoring on augmentation: design roles, skills, incentives that keep humans essential everywhere.
• Operationalising guardrails: safety, privacy, provenance, accountability across autonomous agent workflows and decisions.
• Measuring cognitive offloading risks; establish Bionic Context Protocols to preserve judgment capabilities.
1:00 pm - 2:00 pm
Lunch & Networking
2:00 pm - 2:30 pm
Panel Discussion - Budgeting for the Unknown: Marketplaces, Webstores & the Dawn of Agentic Commerce
Dmitry Olerinskiy -
Director of Digital Strategy - Decathlon United,
Decathlon
Jie Zheng - Technology Team Lead - TUI Innovation Hub – Sourcing, TUI
Annalisa Tore - Former UK&I Marketing Director, Costa Coffee
No one really knows what April will look like, never mind 2027. As agents start influencing discovery and purchase journeys, retailers and brands are quietly rebalancing: between marketplaces and owned webstores, between brand spend and performance, between today’s KPIs and tomorrow’s loyalty mechanics. This session digs into how digital leaders are actually reshaping budgets, tech bets, and customer strategies when the rules are still being written.
• Rebalancing the mix: When do you double down on marketplaces vs your own webstore?
• Agentic commerce pressure-testing: How do you plan when agents might sit between you and the customer?
• Product-market fit in flux: Reading weak signals and deciding where to experiment, pause, or scale.
• Loyalty 2.0: From points and emails to always-on, agent-aware retention programmes.
• Tech rates & business models: Rethinking fees, margins and partnership models as the ecosystem stretches.
• Budgeting under uncertainty: Scenario planning when you can’t predict the next 12 months.
