eRetail CX & Loyalty Stage

Day 2, April 15



09:00 -10:40

Block 1 — Retention Under Pressure: CX, Loyalty & Commercial Reality

09:00 - 09:40

PANEL

 Loyalty Under Pressure: Why Retention Matters More When Growth Gets Harder

  • Exploring how slowing acquisition and rising costs force eCommerce teams to rely more heavily on existing customers.
  • Examining why loyalty expectations rise faster than budgets in price-sensitive markets.
  • Integrating retention priorities, value perception, and commercial discipline to stabilise revenue.

Moderator:

Katarzyna Wojnar Strategy Advisor, Board Member CONNECTO HUB
Panelist:

Piotr Szyszka  CEO of Tortli.pl/Member of the Management Board of Vanity TORTLI 

Jakub Krząkała Global Loyalty CVP Lead SHELL
Andrzej Wierzchoń Head of e-Commerce Department OCEANIC

Rafał Prus Sales Support Manager / Business Owner and Product Owner MASPEX

Marta Wojciechowska Luxury & Premium Beauty Market Strategist MARTA WOJCIECHOWSKA CONSULTING

09:40 - 10:00

Instead of discounting, start deciding. How to use customer data to increase retail revenues?

  • How to conduct effective communication without overloading your customer base
  • How to influence repeat purchase behavior through appropriate experience design
  • How to measure customer sentiment and understand its impact on sales results

Dominik Zacharewicz Managing Partner LOYALTY POINT
Wiktor Goliszek Global Strategy Director LOYALTY POINT

10:00 - 10:40

PANEL

Retention Under Pressure: When Loyalty, Experience, and Economics Collide

  • Exploring how rising retention expectations collide with thin margins and promotion-heavy competition.
  • Examining why loyalty fails when experience and economics are misaligned.
  • Integrating customer value, operational realism, and commercial constraints to close the block.

Moderator:

Piotr Wojtczak Head of Customer Marketing INTERMARCHE
Panelist:

Karol Zych E-Commerce Director CALZEDONIA
Damian Gawron Head of Customer Team L'OREAL
Krzysztof Stremler Head of Loyalty Program Department MEDICOVER

Marcin Kłos Purchasing Commercial Director MICADONI

Gabriela Ziółkowska CEO & Co-Founder OPSTALENT

 10:40 - 11:00

Coffee Break

 11:00 - 13:00

Block 2 — Activating Loyalty Under Constraint: Moments, Value & Reaction Speed

11:00 - 11:30

PANEL

From Promise to Practice: Where Loyalty and CX Are Actually Activated

  • Exploring where loyalty truly influences behaviour rather than in abstract programmes.
  • Examining why activation ideas fail when they add friction or cost.
  • Integrating activation timing, perceived value, and operational limits to make CX effective.

Moderator:

Dominik Olejko CX&Loyalty Expert

Panelist:

Artur Iwanski E-Commerce Manager PHILIPS

Natalia Oskierko Senior Customer Experience Manager | Global Mobile & Web Experiences CIRCLE K

Paweł Guz Business Development ADYEN CEE

11:30–11:50

Increase conversion and customer loyalty - how Klarna supports your e-commerce with the app and cashback

  • What is Klarna mission and how it started
  • What Klarna offers to the users
  • How in-app cashback builds loyalty and frequency of the users

Aleksandra Ippohorska-Lenkiewicz Business Development - Media KLARNA

11:50–12:10

eRetail, stores and social commerce: How to provide an omnichannel customer experience? Which role does loyalty play?

  • How are SAP customers like Puma or Harrods addressing customer experience?
  • Which role does loyalty play for retail companies today?
  • Loyalty, Retail Media and eRetail: How does this belong together?

Stefan Binkowski MEE Industry Advisor SAP

12:10–12:30

Time for a conversation, not a campaign – how retail brands will win in 2026 with conversational marketing

  • How to move from mass campaigns to real, two-way conversations with customers and why they're the key to conversion today.
  • How to use SMS, RCS, WhatsApp, and Viber to build sales and loyalty – with specific examples from retail.
  • How to use data and automation to conduct conversations that scale like campaigns but work like 1:1.

Karolina Antonowicz Chief Revenue Officer MESSAGEFLOW, VERCOM GROUP

12:30–13:00

PANEL

Activating Loyalty Without Fatigue: How CX Signals, Timing, and Value Must Work Together

  • Exploring how activation moments interact to shape repeat behaviour.
  • Examining why over-activation accelerates fatigue faster than it builds loyalty.
  • Integrating timing, value, and reaction speed to sustain engagement.

Moderator:

Łucja Gdala CEO REFSPACE LTD
Panelist:

Agnieszka Kurzep Digital / e-commerce expert in the telecommunications industry 

Michał Pętala TikToker, AI and Automation CEO | AI & Marketing Automation Expert, Internet Creator 500k+ subscribers

Rajmund Kula B2B Manager DOUGLAS POLSKA
Mateusz Stasiak Head of E-Commerce, Marketing and VM GIACOMO CONTI, SUNSET SUITS

13:00 - 14:00

Lunch

14:00 - 15:30

Block 3 — Loyalty After Maturity: Trust, Ecosystems & Long-Term Value

14:00 - 14:30

PANEL

 When Loyalty Stops Growing: What Retention Looks Like After the Easy Wins Are Gone

  • Exploring how loyalty performance plateaus once basic incentives are exhausted.
  • Examining why repeat behaviour weakens as expectations rise.
  • Integrating lifetime value, experience credibility, and realism to redefine loyalty.

Moderator:

Jakub Krząkała Global Loyalty CVP Lead SHELL
Panelist:

Tomasz Preś Sales Director – Discount Stores and Supermarkets MARS WRIGLEY
Anna Graczyk Acquisition User & Marketing Automation Team Manager ŻABKA POLSKA

Piotr Krzeszowiak Managing Partner ENVOLVED POLSKA

14:30–15:00

PANEL


 

  Trust Beats Incentives: Why Fairness and Credibility Decide Loyalty in Price-Driven Markets

  •  Exploring how customers judge loyalty through fairness and transparency.
  •  Examining why inconsistent pricing and conditions erode trust quickly.
  •  Integrating credibility signals and consistency to sustain retention.

Moderator:

Michał Szewczyk Manager STRATEGY&
Panelist:

Joanna Szczelaszczyk Customer Care Manager IKEA
Katarzyna Wieczorek Head of Strategy & Projects CEE ZALANDO
Bartosz Żochowski Head of Loyalty & CRM DECATHLON

Marcin Kłos Purchasing Commercial Director MICADONI

15:00–15:30

PANEL

Retention Weakens Fast When Trust Breaks Across Channels, Partners and Value Touchpoints.

  • Exploring how loyalty becomes harder to sustain when customers experience value, service and credibility across multiple channels and partner environments.
  • Examining where fragmented journeys, inconsistent conditions and uneven value signals weaken trust beyond the core brand relationship.
  • Integrating cross-touchpoint consistency, partner relevance and credibility signals to sustain retention more reliably.

Moderator:

Mateusz Dąbrowski Business Development Director GRUPA BLIX
Panelista:

Agnieszka Samel-Gorzela Manager ORLEN S.A.

Joanna Olszewska Director of the Individual Client Segment Area SANTANDER BANK POLSKA

Paweł Czarny Ecommerce Director SKLEPY KOMFORT SA






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