​The Beginning of Retail's First Aftercare Research.

​Invite-only · London · Tuesday 22 September 2026 · Eve of eCommerce Expo

​The sale is won. The relationship is just beginning. Yet aftercare- how a product is backed, protected and cared for once it's bought- is the most overlooked part of the customer experience, and the least understood.

​We're setting out to change that. Loxa is launching The Retail Aftercare Report 2027, the first industry study of what customers really expect after they buy, and what it takes to earn their confidence and their loyalty. The report publishes in January 2027. This evening is where the work begins, and where the industry helps shape it.

​An evening for 50 senior leaders, retailers, ecommerce heads, and domain experts from across the industry, to help set the direction of the research the rest of the market will be reading next year. No lanyards, no sponsor stage, no one selling from the front. Just the right people, one remarkable room, and the conversation that sets the agenda.

​The Room

​Retail operators and C-suite, founders, heads of ecommerce, and the people leading customer experience and loyalty. Fifty places, by approval, for the brands taking part in the Aftercare Activation and the pioneers shaping their own corners of retail.

​The Venue

​A converted Victorian water tower in London, the striking home featured on Grand Designs. A complete experience: rooftop views, dinner, and good company.

​The Evening

​6:30 pm - Arrival and drinks on the rooftop, BBQ fired up

​7:00 pm - Welcome, the story behind the initiative, and the research roadmap ahead

​7:15 pm - Open floor: your questions and input, shaping what the research explores next

​7:30 pm - One hour of expert sessions, with a live taping of a Retail is Detail podcast episode

​8:30 pm - Dinner, drinks and networking onwards

​Speaking so far: Oli Bello of Outra, who models 30 million UK households for Sky, Zoopla, Shell and AXA, on the gap between what customers say they will do and what they actually do. Further speakers announced closer to the date.

​There'll also be a live taping of a Retail is Detail podcast episode at the kickoff with host Jamie Hamer.

​Come for a good evening, meet your peers, take away something you did not have before, and help shape the research from the very start.

​Places are limited and by invitation or approval only. Register today.

​Hosted by Loxa.
Together we'll help protect all retail customers, everywhere.

For any queries, reach out to partnerships@loxacover.com