Anthony Potgieter

Chief Growth Officer Birdy Grey

The New Architecture of Retail: Discovery, Demand, and the Changing Path to Purchase

11:50 AM C-Level Keynote Presentation: Rethinking the Connected Omnichannel Customer Journey

Customers don't experience channels, they experience a brand. Yet most retail organizations are still built around functions, and the gap between how companies are structured and how customers move through them is eroding loyalty, inflating service costs, and creating friction that no amount of marketing spend can paper over.

This session makes the case for a different organizational logic, one built around the customer journey rather than the channel or department. A senior retail leader shares how they restructured the way digital, store, and service teams think, measure, and make decisions together, and what had to break before that change was possible. AI plays a role in the story, but the harder problem was organizational: who owns the experience when it crosses every function?

Connect your omnichannel experience by:

Applying AI to improve speed, routing, and self-service without degrading the experience
Aligning digital, store, and service teams around shared metrics and accountability
Measuring CX in ways that reflect the full journey

Measurement, Margins, and Making the Model Work

9:30 AM Keynote Panel Discussion: Think Outside The Funnel: Where to Invest as Brand and Performance Blur

Retail leaders are under pressure to decide where growth investment should go when brand, performance, and retention no longer sit in separate parts of the funnel. With customer journeys now moving fluidly across channels and attribution still incomplete for most, the challenge is making smarter budget decisions across interconnected tactics that all influence the sale.

Hear from retail leaders on how they are deciding where to place the next dollar, which signals they trust, and how they are balancing short term revenue with long term customer value. Get a practical perspective on prioritization, cross-channel judgment, and investing with more confidence in a less predictable funnel.

Navigate the new funnel reality by:

Allocating growth investment across brand, performance, and retention more effectively
Evaluating which channels and signals are truly driving results
Balancing immediate return with longer-term customer value

Check out the incredible speaker line-up to see who will be joining Anthony.

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