Agenda

Registration & Breakfast

Welcome to IMPACT!

Founder's Session: The Future of Retail

AI agents are poised to fundamentally change how consumers discover, evaluate, and buy from brands. This session looks beyond today’s technology to explore what commerce could look like as personalized agents increasingly act on customers’ behalf. Forter’s founders will unpack what this shift means for merchant discovery, trust, and customer relationships — and the decisions businesses should be making now.

Innovation in the Age of AI: What's New at Forter

As agentic AI reshapes commerce, trust is becoming more critical at every stage of the customer journey. Forter’s leadership will share a forward-looking vision for building trust into personalized experiences and smarter business decisions. The session will also feature a merchant showcase demonstrating how technology is being used to solve real-world business challenges.

IMPACT Labs & Networking Break

Merchant Showcase: Beyond Fraud

The impact of fraud now extends well beyond chargebacks and approval rates, influencing performance across the business. Hear from merchants who are tackling major organizational challenges and demonstrating the broader business impact of their fraud and risk strategies. The session will close with a recap of the day’s key insights and takeaways.

Winning Across Borders: Payments Strategy for a Multi-Market World

Expanding across European markets introduces new challenges across payments, fraud, conversion, and margin. Commerce leaders will share how they’re navigating cross-border friction, FX leakage, authorization performance, and local payment preferences. The conversation will focus on building payment strategies that protect margin while improving the customer experience.

The Abuse Epidemic: Why Your Best Customers Are Now Your Biggest Risk

Generous returns, loyalty perks, and frictionless experiences are designed for your best customers — but those same benefits can create opportunities for abuse. Merchants will explore where promo, returns, and loyalty abuse create the greatest costs and how AI is changing the scale of the problem. The discussion will focus on protecting margin without adding unnecessary friction for legitimate customers.

LUNCH

The Rules Have Changed: What PSD3 and SCA Actually Mean for Your Business

PSD3, SCA exemptions, and UK APP reimbursements are creating a rapidly evolving regulatory environment for European merchants. Industry experts will separate what’s confirmed from what remains uncertain and discuss how merchants are adapting their strategies. Attendees will leave with a clearer view of what requires action now and what can wait.

From SEO to GEO: How Agents Discover Your Brand

Agent-driven discovery is challenging the traditional assumption that a human is always behind the search. This session explores how merchants can evolve from optimizing for search engines to optimizing for generative and agentic discovery. We’ll examine the role of identity, intent signals, and trust as brands prepare for a customer journey increasingly mediated by AI agents.

The Agentic Checkout: Who's Responsible When an AI Buys?

Agentic commerce raises entirely new questions once AI moves from helping customers discover products to actually completing transactions. This panel will explore accountability, trust, fraud, returns, and chargebacks when the buyer is software rather than a person. Technology leaders and merchants will share what they’re seeing today and how they’re preparing for agentic transactions to become more commonplace.

No One Has an "Agentic" Crystal Ball: What Should Merchants Actually Be Doing Over the Next 6 Months?

Commerce leaders know agentic AI is coming, but translating that trend into an actionable plan is much harder. This working session will explore how merchants should think about team structure, ownership, investment, and the metrics that actually matter over the next two quarters. Attendees will compare approaches with peers facing the same questions and leave with practical ideas for what “getting ready” looks like today.

Bridging CX and Customer Service: Closing the Handoff Gap

Merchants have invested heavily in removing friction from the customer journey, yet much of that goodwill can disappear when a customer needs help. This working session explores how CX and customer service teams can align around shared metrics, systems, and goals. Attendees will compare approaches for creating a seamless customer experience even when ownership spans different teams.

PSD2 in Practice, PSD3 on the Horizon: What Merchants Have Actually Learned

Years of operating under PSD2 have given merchants a clearer picture of what works, what doesn’t, and where SCA exemptions hold up in practice. This peer discussion will unpack those lessons and explore which experiences may carry forward as PSD3 approaches. Attendees will compare real-world learnings, surprises, and what they would do differently today.

Fraud, Risk, and Payments: Who Actually Owns the Change?

Fraud, risk, and payments teams often operate under different leaders and KPIs, even as the challenges they face become increasingly interconnected. This working session explores how practitioners can build alignment and drive change across organizational boundaries. Attendees will share where cross-functional influence has worked, where it has stalled, and how teams can move faster together.

The Hidden Cost Per Return: Building a Real P&L Model

A returns rate only tells part of the story — the true cost also includes logistics, restocking, service time, payment fees, and inventory write-offs. This session explores how merchants can build a more complete cost-per-return model to guide decisions around policy, fraud tolerance, and investment. Practitioners will compare what should be included, what often gets missed, and how to align finance, operations, and risk around one number.

Payment Optimisation: Squeezing Revenue Out of Declines

Not all payment declines are created equal, and treating them the same can leave significant revenue on the table. This session explores how merchants are improving authorization performance through issuer-level optimization, smart retries, processor strategies, routing, orchestration, and 3DS. Attendees will compare what’s actually working today and where the biggest opportunities for incremental conversion remain.

What You Told Us Today (And Where We Go From Here)

Networking Reception