The Pulse NYC Summit ‘25: Key eCommerce Insights For Growth

IDHL had the pleasure of sponsoring Pulse’s inaugural eCommerce Summit this month. Our colleagues, including CEO Lewis Sellers,were on the ground in NYC to capture the industry-shaping trends shaping digital strategy from global retail leaders and fastest-growing DTC brands. Here is what you need to know:

Global expansion & regional nuances

Global growth is a top priority for brands looking to scale. For those looking to move beyond domestic markets, the Middle East, France and Germany offer promising diversity but to grow across borders without compromising the customer experience, brands need a robust understanding of regional nuances.

The UK’s omnichannel scale delivers real advantage and strong growth while in the French market, shoppers value click-and-collect and brand heritage. Local preferences, cultural nuances and shopping habits need to be factored into international business strategy.

AI & tech resilience

AI is in the headlines across the industry, reshaping everything from content creation to user experience. Incorporating AI toolsinto your brand tech stack not only improvesagility but can enhance SEO and catalogue relevancy. With 78% of companies adopting AI technology, brands who are on the fence risk falling behind.

Expanding your company’s digital proposition is how operations and brand equity are futureproofed in an increasingly competitive market.

Loyalty & retention

Loyalty in eCommerce isn’t built on discounts alone. It’s about creating long-term value that keeps customers coming back. Insights from the summit revealed short-term discounts can only take you so far – VIP programs, post-purchase strategies and personalisation are the key to customer retention.

New retention metrics also emerged: repeat purchase rates, loyalty-tier movement, app usage and customer reactivation are now front and centre.

Sustainability & circular commerce

Consumers are pushing for circular commerce, especially within the fashion sector. In fact,two in three shoppers pay attention to sustainability claims and believe responsibility lies with businesses.

Pre-loved clothes, transparent supply chains, rentals and take-back programs are how eCommerce brands are finding ways to minimise waste and enhance customer trust.

Full-funnel innovation 

Chats with legacy brands like Unilever Prestige uncovered how full-funnel strategy is evolving, from awareness to conversion. At the top, we are seeing smarter use of user-generated content on platforms like Pinterest and TikTok combined with integrated paid and organic campaigns.

The panel on ‘Fixing the Forgotten Funnel’ discussed the often-overlooked post-purchase experience. Experts offered strategies on how to connect operations like fulfilment, logistics and customer service to reduce friction and give businesses a competitive advantage.

Stand out with IDHL

Events like the Pulse eCommerce Summit keep us inspired, informed and always evolving, so our clients stay one step ahead. We offer integrated paid and organic campaigns, as well as AI-enhanced services. To talk strategy with our experts, get in touch today.