Find out who the winning retailers of 2020 are and how they have pivoted their businesses to meet consumer demand.


Consumer 2021 brought you a week of multichannel content dedicated to the future shopper, with must-see virtual events and content featuring the leaders of some of the biggest UK retailers. 

Find out how to recession-proof your business going into next year by really understanding your shoppers and providing the best customer experience for them in this ‘new normal’.

With chief executives sharing insight from their organisations, alongside experts from outside the sector, Consumer 2021 was an unmissable multichannel content for retailers who want to succeed in 2022.

You can register to watch Tuesday’s session on demand, where RWRC head of insight Lisa Byfield-Green looks at the winners and losers of 2020, the businesses that managed to pivot and the investments they have made to meet consumer demand.

Jane Shepherdson My Wardorbe HQ

The event delves into what the consumer of today really wants and how to create a frictionless experience both on and offline. 

Jane Shepherdson, chair at My Wardrobe HQ, and Michael Thomson, chief executive of Pour Moi, are among the panellists for the discussion entitled ‘How well do you really know your shopper?

As well as unveiling exclusive new research on the 2021 consumer, leaders on this panel discuss such questions as:

  • Where is your shopper demand coming from?
  • How do you keep a recessionary consumer loyal?
  • And, crucially, how do you increase customer lifetime value right now?

Opportunities to win

Thursday’s virtual event will focus on readying for recession and feature WARC Advisory – the world’s leading experts on effective marketing.

Imaad Ahmed, head of WARC Advisory EMEA, will cover what you need to know to be ready for next year and how, by spotting new behaviours and making changes to your marketing strategy, you can make the most of the opportunities to win.

Expert economist Kitty Ussher, who was an MP working alongside the chancellor during the global financial crisis of 2008, will share the lessons learnt then and the key things you need to know as the economy enters a period of decline in Thursday’s case study session.

Debbie Bond, chief commercial officer at Lovehoney, Anthony Gaskell, managing director EMEA at reputation management company, and Lucy Aylen, founder of Never Fully Dressed, will wrap up the day discussing the 2020 consumer trends that are here to stay.

This panel discussion will uncover long-lasting behavioural changes for consumers and the channels retailers will need to reach them through. 

Virtual events: Tune in live or on demand 

You can view the full schedule here. To watch Tuesday’s session on demand click here and to watch Thursday’s session on demand click here.

Consumer 2021 is for retailers only. If you are a non-retailer and would like to attend, please contact