CEO Exchange Forum: Future-Fit Customer Experience
This event is restricted to CEOs or their designated delegates of BRC's retail members.
Retailers face a tough challenge to build efficiency and sustainability into business models, and balance short-term trading with medium-term targets and goals. Consumers are riddled with contradictions, expecting high sustainability standards, but unwilling to pay for them. This sets up an acute challenge to deliver sustainability goals while enhancing customer experience.
Helen Dickinson will host this Forum to explore this, and how companies can deliver a ‘Future-Fit Customer Experience’.
Why attend?
This forum will be facilitated by Deidre Sorensen and Matt Coode from OC&C Strategy, who specialise in supporting consumer businesses deliver on their sustainability and customer strategies, and will bring provocative thinking. They’ll present views on the consequence of inaction and support us to have a discussion on industry opportunities to influence consumer behaviour to deliver on your sustainability goals while maintaining profitability.
This event is timed as part of our annual Climate Action Week, a series of wider activities on the challenges to progress towards a Net Zero retail sector and galvanise collaboration. Following the success of other CEO Forums, we’re once again marking the end of Climate Action Week with the Sustainability edition of the BRC CEO Exchange Forum.
The BRC's goal through these Forums is to create an opportunity for peers to come together, hear and discuss thought-leading, provocative and practical content, and share insights with each other, all with a view to helping retailers grapple these issues. It isn’t intended to be technically detailed but strategic and forward thinking in nature.
Hear from...
Helen Dickinson OBE
CEO | BRC
Helen leads the team and sets the strategic direction of the BRC. She joined in January 2013 and has been working with retailers for over 25 years. In 2016 she was awarded an OBE for Services to Retail.
Helen is passionate about diversity and inclusion in retail, she acts as the BRC’s Social Mobility Commission ambassador and was previously the Chair of Working Chance, a charity helping women offenders find employment. She is on the advisory board for Pennies, a charity which offers digital charity boxes to businesses, and was previously UK Head of Retail at KPMG.
Matt Coode
Partner, OC&C Strategy
Matt Coode's retail client work spans the full ecosystem, through range development, proposition design and delivery, channels to market and operating logistics. He supports our clients in the development of actionable strategies that are challenging but sympathetic to the operational realities and culture of their business.
He has recently combined these skills to deliver rapid transformation and turnaround plans for retailers across Europe.
Deidre Sorensen
Partner, OC&C Strategy
Sorensen holds an MBA from INSEAD, and has worked across corporate, small business, and government sectors both as a consultant and strategy director.
Earlier in her working life, Sorensen spent two years as a Manager at Bain & Company, having commenced her career with Boston Consulting Group as a Consultant in 1997. She has also worked in strategic roles for the UK Department of Health and Pepsico.
Why join BRC Climate Action Week 2025?
Share progress
Raising the profile our work to accelerate industry progress on net zero.
Champion retail achievements
Celebrate the successes of the retail industry across sustainability.
Support across the industry
Join a range of insightful webinars crafted to upskill sustainability experts and inform those beginning their journey.
Catalyse climate action
Engage with fellow industry leaders to create a powerful joint effort across retail.