Future Stores 2015 (past event)
June 23 - 25, 2015
Motif Seattle, Seattle, WA
Array
Master Class Day
07:45 - 08:30 Continental Breakfast & Registration
08:30 - 08:35 Welcome Remarks
08:35 - 08:50 Chairperson’s Opening Address
08:50 - 09:10 Keynote: GameStop, Transforming Customer Experience Through Technology Innovations
Developing linear strategy and roadmaps to innovate CX is difficult. How can we predict what technologies will emerge, gain mainstream adoption, change expectations, and deliver value? The solution lies in being your own disruptor and experimenting to assess value before committing to a roadmap. Key takeaways:
• How GameStop discovered the need to transform in order to deliver services to its customers.
• The importance of research, partners and network-centricity to overall experimentation success.
• The future for GTI and what we hope to achieve with the program.
• How GameStop discovered the need to transform in order to deliver services to its customers.
• The importance of research, partners and network-centricity to overall experimentation success.
• The future for GTI and what we hope to achieve with the program.
09:10 - 09:30 Keynote: Reinventing The In-Store Experience
Nadia Shouraboura, Founder of Hointer, was also employee number ten at Amazon. Using her extensive experience in retail strategy, she created a store experience that brings the ease of online to brick and mortar. Learn how Hointer’s technology uses mobile software, a robotic backend and constant. rapid prototyping to reinvent the shopping experience.
09:30 - 09:50 Keynote: Competitive Edge: Insights To Shape Your Total Retail Experience Strategy
Today’s shoppers are far more savvy than yesterday’s shoppers; they are deeply multichannel, multi-device consumers who are performing much more research in each channel and across channels, and seek out more information from competitors’ stores, retail associates and online resources. With this ongoing shift to multichannel shopping, retailers who can innovatively enable today’s increasingly complex experience will win over tomorrow’s demanding multichannel consumers.
In this session we will share research findings that will help inform your strategies moving forward. You will learn…
• why retailers should look for ways to encourage multichannel behavior
• how employee engagement influences the customer experience and how that experience drives business results
• how retailers can use customer experience analytics to obtain a better understanding of the different aspects of the consumer shopping journey
In this session we will share research findings that will help inform your strategies moving forward. You will learn…
• why retailers should look for ways to encourage multichannel behavior
• how employee engagement influences the customer experience and how that experience drives business results
• how retailers can use customer experience analytics to obtain a better understanding of the different aspects of the consumer shopping journey
09:50 - 10:20 Morning Refreshment & Networking Break
10:20 - 11:20 Master Class 1: New Directions For Retail Design & Technology
Hear how Brooks Brothers, the oldest men's clothier chain in the United States, is reinventing their in-store experience, and redefining their brand story through the eyes of loyal customers. Get an inside look at what went into designing their new flagship location and hear how they used storytelling to inspire customers old and new. Following this case study, join Kristoffer Reiter, Director, Visual operations and Store Experience at Brooks Brothers for extended Q&A.
11:20 - 11:40 Keynote: Back To The Stores: Analytics For Driving A Better Customer Experience And Higher Profits
In order for physical retailers to recoup the drop in sales related to traffic declines, they need a two-pronged approach for future growth of the brand: improve the in-store experience and drive the in-store customer to the digital channels. In this session, learn how new in-store analytics are enabling retailers to improve store operations, merchandising, marketing, and more to delight customers and drive profits.
11:40 - 12:40 Master Class 2: Seven Key Questions To Help You Evaluate New In-Store Technology
On the journey to become an omnichannel retailer, many retailers find themselves in “hyperexperimentation” mode and are conducting multiple pilots and tests and learns to figure out what willwork for them. This presentation will focus on seven key questions to help you rapidly evaluate potential new technologies with a focus on reducing in-store customer friction as well as return on your in-store investments. Additionally, we’ll discuss how to
evaluate the new technology’s impact on your in-store associates, alignment to your current visual merchandising,and scalability.
evaluate the new technology’s impact on your in-store associates, alignment to your current visual merchandising,and scalability.
12:40 - 13:40 Luncheon
13:40 - 14:40 Master Class 3: The future Is Here. Are Your Stores Ready?
Two factors are driving the future of store experiences: Advanced digital capabilities and rising customer expectations. In this session, retail executives learn how to leverage both with a sound strategy for and execution of omnichannel capabilities.
The digital store is a reality. By laying down a foundation for omnichannel, retail executives ready their stores for deeper customer engagement -- and the opportunity to generate increased traffic, conversion and basket size. Attendees will leave this session with a solid understanding of how digital and physical experiences can converge in the store to enhance the brand experience. They return to their teams ready to begin leading development of innovative store experiences that grow their businesses and connect with shoppers.
The session’s content and inspiration includes:
• Discussion about what shoppers want and how their behaviors are changing
• Insight into the foundational and experiential capabilities needed to transform the shopping experience
• Interactive Visualization of the digital store
The digital store is a reality. By laying down a foundation for omnichannel, retail executives ready their stores for deeper customer engagement -- and the opportunity to generate increased traffic, conversion and basket size. Attendees will leave this session with a solid understanding of how digital and physical experiences can converge in the store to enhance the brand experience. They return to their teams ready to begin leading development of innovative store experiences that grow their businesses and connect with shoppers.
The session’s content and inspiration includes:
• Discussion about what shoppers want and how their behaviors are changing
• Insight into the foundational and experiential capabilities needed to transform the shopping experience
• Interactive Visualization of the digital store
14:40 - 15:30 Roundtable Discussions
Speakers:
Nadia Shouraboura CEO Hointer
Jason Madlung Senior Manager, Cross-Channel Systems Recreational Equipment, Inc
Albert Vita Sr Director - Interconnected Retail / Omnichannel The Home Depot
Eric Feinberg Senior Director, Product Strategy Answers
Shelley Kohan VP of Retail Consulting RetailNext
Fred Morelli Director, Store Programs Talbots
Allan Kempson Manager, Customer Experience Design & Research Recreational Equipment, Inc. (REI)
Jeff Cashman SVP, Business Development Manhattan Associates
Nadia Shouraboura CEO Hointer
Jason Madlung Senior Manager, Cross-Channel Systems Recreational Equipment, Inc
Albert Vita Sr Director - Interconnected Retail / Omnichannel The Home Depot
Eric Feinberg Senior Director, Product Strategy Answers
Shelley Kohan VP of Retail Consulting RetailNext
Fred Morelli Director, Store Programs Talbots
Allan Kempson Manager, Customer Experience Design & Research Recreational Equipment, Inc. (REI)
Jeff Cashman SVP, Business Development Manhattan Associates
1. Reinventing The In-Store Experience
Moderator: Nadia Shouraboura, CEO, Hointer
2. Competitive Edge: Insights To Shape Your Total Retail Experience Strategy
Moderator: Eric Feinberg, Senior Director, Product Strategy, Answers
3. High Touch vs. High Tech: Finding The Optimal Balance Between Technology And Associate-Interaction
Moderator: Albert Vita, Senior Director, Interconnected Retail, In-Store Environment, The Home Depot
4. Getting Started With Retail Customer Journey Mapping
Moderator: Jason Madlung, Senior Manager, Cross-Channel Systems, Recreational Equipment, Inc. (REI) and Allan Kempson, Manager, Customer Experience Design & Research, Recreational Equipment, Inc. (REI)
5. Store Readiness for the Millennial Shopper: Top 5 ‘Must Have’ Store Technology Solutions
Moderator: Jeff Cashman, SVP, Business Development, Manhattan Associates
6. Back To The Stores:Analytics For Driving A Better Customer Experience And Higher Profits
Moderator: Shelley Kohan, VP, Retail Consulting, Retailnext
7. Topic: Augmented/Virtual Reality In-Store—What’s Working?
8. Topic: Tips For Bringing Richer Online Content Into The Store
Moderator: Fred Morelli, Director, Store Programs, Talbots
Recreational Equipment, Inc. (REI)
Moderator: Nadia Shouraboura, CEO, Hointer
2. Competitive Edge: Insights To Shape Your Total Retail Experience Strategy
Moderator: Eric Feinberg, Senior Director, Product Strategy, Answers
3. High Touch vs. High Tech: Finding The Optimal Balance Between Technology And Associate-Interaction
Moderator: Albert Vita, Senior Director, Interconnected Retail, In-Store Environment, The Home Depot
4. Getting Started With Retail Customer Journey Mapping
Moderator: Jason Madlung, Senior Manager, Cross-Channel Systems, Recreational Equipment, Inc. (REI) and Allan Kempson, Manager, Customer Experience Design & Research, Recreational Equipment, Inc. (REI)
5. Store Readiness for the Millennial Shopper: Top 5 ‘Must Have’ Store Technology Solutions
Moderator: Jeff Cashman, SVP, Business Development, Manhattan Associates
6. Back To The Stores:Analytics For Driving A Better Customer Experience And Higher Profits
Moderator: Shelley Kohan, VP, Retail Consulting, Retailnext
7. Topic: Augmented/Virtual Reality In-Store—What’s Working?
8. Topic: Tips For Bringing Richer Online Content Into The Store
Moderator: Fred Morelli, Director, Store Programs, Talbots
Allan Kempson
Manager, Customer Experience Design & ResearchRecreational Equipment, Inc. (REI)
15:30 - 16:15 Innovation Lab Kick Off & Reception, Site Tour Assignments
Welcome to the kick of off the Future Stores Innovation Lab, which will serve as your “home base” for next two days. This is where you’ll enjoy bottomless coffee, soft drinks and snacks; learn about the latest retail technology; and catch up with colleagues and peers! Take a break after a busy day and gear up for the afternoon site tours to Hointer and REI. Be sure to sign up for your respective tours and meet up with your tour group.
Site Tour 1:
16:15 - 18:00 Recreational Equipment, Inc. (REI)
Get a guided tour of REI’s innovative flagship store and see why their passionate, adventure-seeking customers flock to their retail locations. Discover their unique and dynamic in-store experience and see why they’ve been on FORTUNE magazine’s list of the “100 Best Companies To Work For” since the rankings began in 1998. Tour attendees will get an overview of their employee mobile technologies and their in-store research and testing methodologies.
Visit Hointer’s revolutionary apparel store in downtown Seattle to experience the ultimate in high-tech retail. Hointer’s unique approach uses mobile software plus a robotic back end to introduce the speed and efficiency of online shopping to the physical store. Customers are still able to touch and try on the clothing and return it with ease. This is a true future store and not to be missed!