Protecting Loyalty in 2027: Making the Invisible Shopper Visible

About 1 hour

About this event

Visits are stable. CRM results are positive. Customers keep coming back. So why does your share of the basket feel harder to hold?

The shift in numbers

37% of consumers shop more often at discount and value stores, the top saving tactic globally.
41% of consumers rely on AI tools to help decide what to buy.
38% of shoppers end up buying products they discovered on social media before they ever searched for them.

You’ll see the blind spots hiding in conventional retail data:

The loyalty illusion: green CRM metrics can hide real wallet-share loss.
The split basket: “loyal” shoppers quietly spend with your competitors.
The silent switch: shoppers decide to leave weeks before they show up as lapsed.
The ghost occasion: social and quick-delivery purchase moments your competitors can see and you can’t.
The lapsed returner: shoppers you’ve written off who are ready to come back.

What you’ll take away

Early-warning signals that show up before churn does
Ways to close the shopper intelligence gap
How leading retailers use total-market data to plan earlier and walk into brand conversations with evidence, not guesswork

Who should join: retail, category, loyalty, CRM and commercial leaders, and anyone building 2027 budgets, ranging or promo plans.

Your speakers

Kelly Hanson, Director of Education & Insights, National Grocers Association.
Petros Petropoulos, SVP, NIQ.
Nicole Collida, Managing Director, NIQ.

Can’t make it live? Register and we’ll send the slides and recording.

Hosted by

External speaker

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Kelly Hanson Director of Education & Insights @ National Grocers Association

Kelly Hanson is Director of Education & Insights for the National Grocers Association, where she oversees consumer research, executive education, industry events, and strategic partnerships that strengthen the independent grocery sector. She brings expertise in industry trends, workforce development, and educational programming designed to help retailers navigate a changing marketplace.
External speaker

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Petros Petropoulos SVP NA Retail Strategic Initiatives @ NIQ

Petros Petropoulos is a Senior Vice President at NielsenIQ and a retail industry leader with 20+ years of experience across retail, CPG, consulting, data, and technology. He focuses on helping retailers unlock the value of customer data, build stronger collaboration with brand partners, and turn insights into sustainable growth. His career includes leadership roles at NielsenIQ and dunnhumby, as well as consulting experience with McKinsey, Booz & Company, and Deloitte
External speaker

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Nicole Collida Managing Director, Commercial Vertical @ NIQ

Nicole Collida Davis is Managing Director, US Retail & Sales Agencies at NIQ, where she partners with retailers and sales organizations to drive growth in an increasingly complex marketplace. With more than two decades of experience spanning retail, analytics, commercial strategy and transformation, Nicole brings a retail-first perspective to understanding changing consumer behavior and what it takes to win. She is a frequent industry speaker on the future of retail, consumer trends, and the forces reshaping how consumers discover, shop and buy.

NIQ

NielsenIQ (NIQ) is a leading consumer intelligence company that delivers the Full View™ —the most complete and clear understanding of consumer buying behavior that reveals new pathways to growth for retailers and brands.

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