The annual RetailDetail Omnichannel & E-Commerce Congress has become a key event for the retail sector in the Benelux. After all, omnichannel is the new normal in retail. But is everyone on board yet? How future-proof is your omnichannel strategy? How consistent is the customer journey across all channels? Which tools and strategies are indispensable? Come and learn from leading retailers and experts!
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MAIN PROGRAM
Last year, Delhaize doubled its e-commerce capacity from 25,000 to 50,000 orders per week with the commissioning of a new distribution centre in Vorst. The retailer, which claims to be the Belgian market leader in home delivery, also wants to become the number one in click & collect groceries. How big is the potential of online food shopping?
Laura Toledano, General Manager Western Europe at Zalando, will explore how Gen AI is reshaping e-commerce content — moving beyond static white-background images to elevated formats like contextual visuals, product-focused videos, and virtual try-ons. The keynote will highlight how these innovations increase confidence, lower return rates, and create more inspiring shopping experiences for millions of customers across Europe.
Now that security measures against payment fraud have become almost foolproof, fraudsters are targeting the weakest link: people. They do this using AI, with fake content that is indistinguishable from legitimate documents. Visa is fighting back with three action plans: strengthening cooperation with the sector, educating customers and improving products with the help of AI. Julien Gabillet, Lead Risk Director at Visa Europe, reveals the details.
Gilbert Gooijers, COO at CM.com, and Marlou Mulders, Managing Director at Prins Petfoods, share how agentic AI is transforming customer interaction. With the introduction of ‘Petty’, an AI agent, Prins Petfoods offers 24/7 support, brings domain knowledge to conversations and creates space for personal attention. Their keynote shows how AI not only increases efficiency, but also strengthens trust and sustainable customer relationships.
From a Facebook group founded in 2017 and now with more than 111,000 members, Drukke Mama’s (“busy mums”) has grown into a successful webshop that has already received several awards. How does a community grow into a retail business? An inspiring entrepreneurial story!
Exactly ten years ago, Magalie Aerts started a webshop for colourful fashion from her garage. Today, Les Jumelles – a nod to her own twin sister – is known for its striking prints, physical shops in Antwerp, Knokke and Schilde, and a growing international B2B branch. On 19 March, the entrepreneur will explain how e-commerce, social media and physical experience are inextricably linked to success.
As usual, Gino Van Ossel, professor at Vlerick Business School, will be moderating the discussion.
PRACTICAL
- Date: 19 March 2026
- Location: Trademart Brussels
- Language: most presentations are in Dutch. Slides in Dutch or English.
PRICES
- Early bird: € 349 / ticket (excluding service fee & btw)
- Regular: € 449 (excluding service fee & btw)
TIMETABLE
12h00: Welcome with lunch
13h00: Keynote CM.com x Prins Petfoods
13h30: Keynote Les Jumelles
14h00: Break
14h30: Keynote Delhaize
15h00: Keynote Drukke Mama’s
15h30: Break
16h00: Keynote Visa
16h30: Keynote Zalando
17h00: Networking, drinks & bites
ROUTE
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