Optimizing The In-Store Experience

07:45 AM - 08:30 AM Continental Breakfast & Registration In The Innovation Lab

08:30 AM - 08:35 AM Welcome Remarks

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08:35 AM - 08:50 AM Chairperson’s Opening Address

Jess Stephens, CMO, SmartFocus


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Jess Stephens

CMO
SmartFocus

08:50 AM - 09:10 AM Keynote: How Disney Store Creates ‘Magical Moments For Guests Of All Ages’

Jonathan Storey, VP, Stores, North America, The Disney Store
In the ever-changing retail landscape, one thing remains consistent – the importance of the Guest experience. Hear how Disney Store engages its Guests through storytelling brought to life through its Cast Members in stores worldwide and online.
You will learn:
• How Disney Store has created unique experiences that engage Guests both in-store and online
• Why Disney Store’s Cast Members are so crucial to the success of the business
• The importance of maintaining technologies that enhance the Disney Store experience while not losing the human touch
• How Disney Store is bridging the gap between the physical and digital shopping experience
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Jonathan Storey

VP, Stores, North America
The Disney Store

09:10 AM - 09:30 AM Keynote: Do You Know Your Digital Customer? Tapping Into Analytics, VoC And Other Methods To Inform Your Product Roadmap

Steve Freeman, Director, Product Management, Macy's
It’s a popular theme to claim that customers drive your product vision, but how do you know what your customers want? They speak to us with every interaction, but are we listening? Are we applying what we hear?
• How do they speak to us? Analytics, VoC, Business KPIs and more
• How do we use analytics to understand what our customers saying?
• How apply this to what we build?
• How do we know if we succeed?

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Steve Freeman

Director, Product Management
Macy's

09:30 AM - 09:50 AM Keynote: Reimagining the Physical Store: 5 Benefits of Endless Aisle

Eric Stachowski, President, iQmetrix
The possibilities for retail are limited only by your own imagination and creativity. The combination of endless aisle capabilities and best-in-class digital technology will deliver the best of both worlds: in-store and online. Consumers want to be assured that they can purchase and receive the products they desire. If they’ve chosen to enter your store they don’t want to leave unsatisfied. That’s where endless aisle comes in. In this session, iQmetrix’s COO, Kelly Kazakoff, will outline the five key benefits of implementing endless aisle and digital technologies in-store: Blend physical with digital; Digitally extend shelf space; Save the sale; Maintain brand consistency across channels; and Optimize product merchandising.


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Eric Stachowski

President
iQmetrix
There’s no question that retailers who embrace technology are seeing an improvement in their customer experience and bottom lines. However, human interaction is still incredibly important to today’s customer. How can you balance advancements in technology and self-service with the human element? Panelists will reveal how they are working to maintain this balance and achieve a personalized, easy and fun experience for their customers.

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Casey Nolter

Director of Retail
ASICS America
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Heather Braddock Morgan

Director, Store Operations
David's Bridal
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Bertrand Gouffault

Director of Sales Engineering
RichRelevance
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Jerry Rightmer

EVP, Chief Product and Strategy Officer
Starmount

10:25 AM - 11:15 AM Morning Refreshment & Networking Break In The Innovation Lab



11:15 AM - 11:35 AM Keynote: How to Make Mobile Content Drive In-store Dollars

Sonia Nagar, Vice President, Product, RetailMeNot
Despite the swiftly rising tides of eCommerce, 90% of retail sales still place in-store. From aiding preshopping research, to driving foot traffic to stores and following up after the sale, mobile phones have become the most important vehicle for retailers to reach shoppers at the right-time, in the right place. The competition for consumer attention is tough, this session will cover winning strategies, from employing the latest location technology, creating compelling content and maximizing notifications.


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Sonia Nagar

Vice President, Product
RetailMeNot
1. Reimagining the Physical Store: 5 Benefits of Endless Aisle
Moderator: Eric Stachowski, President, iQmetrix

2. How to Make Mobile Content Drive In-store Dollars
Moderator:
Sonia Nagar, Senior Director, Mobile RetailMeNot

3. Examining Innovations in Inventory Management For Increased Efficiency And Transparency

4. Story Telling For Your Brand Through Experience
Moderator: Mike Wittenstein, Retail Customer Experience Strategist, Storyminers, Founding Member, Global CX Panel

5. Omni–Channel Initiatives & The Challenges Created For Stores
Moderator: Brett Friedman, SVP of Global Sales & Marketing, Reflexis

6. From Clicks To Bricks—How Do You Translate Your Digital Experience Into The
Offline Realm?

Moderator: Hafez Adel, Director of Marketing, Combatant Gentlemen

7. How Disney Store Creates ‘Magical Moments for Guests of All Ages’
Moderator:
Jonathan Storey, VP, Stores, North America, The Disney Store

8. One Size Fits None—Creating Unique Experiences By Embracing Diverse Consumer Communities
Moderator: Margarette Abeyta, VP, Retail Sales, Boot Barn

9. Strategies And Challenges With Beacons And Other Geo Location-Based Marketing Methods

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Jonathan Storey

VP, Stores, North America
The Disney Store
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Hafez Adel

Director of Marketing
Combatant Gentlemen
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Mike Wittenstein

Founder and Managing Principal
Storyminers
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Margarette Abeyta

VP, Retail Sales
Boot Barn
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Sonia Nagar

Vice President, Product
RetailMeNot
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Brett Friedman

Senior Vice President of Global Sales and Marketing
Reflexis
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Eric Stachowski

President
iQmetrix

12:35 PM - 1:35 PM Luncheon



1:35 PM - 1:50 PM Chairperson’s Afternoon Address

Paul Wagner, CEO, CloudEngage
Executive, CloudEngage
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Paul Wagner

CEO
CloudEngage

1:50 PM - 2:10 PM Presentation: From Clicks To Bricks—How Do You Translate Your Digital Experience Into The Offline Realm?

Scott Raio, CTO, Combatant Gentlemen Hafez Adel, Director of Marketing, Combatant Gentlemen
Brick and mortar storefronts offer tremendous promise for online-first brands, but the transition from the digital to physical realm is not an easy one. How can you create a brick and mortar brand experience that simultaneously reflects and extends your digital presence? The key lies in understanding the fundamental, channel-agnostic elements of your customer experience and determining how to best express those elements in an offline context. Key takeaways:
• How to gain a holistic view of your customer experience
• The strengths of weakness of offline vs. online
• Case studies of clicks to bricks transitions done well

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Scott Raio

CTO
Combatant Gentlemen
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Hafez Adel

Director of Marketing
Combatant Gentlemen

2:10 PM - 2:30 PM Presentation: Physical-Digital Convergence With Customer-Facing Devices

Tom Karren, Co-Founder and Chief Executive Officer, Moki

Customer facing devices in physicallocations provide digital interactions that are relevant and contextual. This elevates the customer experience to an unprecedented level and hence takes per store sales to new heights.


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Tom Karren

Co-Founder and Chief Executive Officer
Moki

2:30 PM - 2:50 PM Panel: Leveraging Cloud-Based Retail Systems For Rapid Growth And Flexibility

Charles Loui-Ying, Director of IT, Retail Technology, Kit + Ace

As retailers continue to rethink the store experience, they must have back end retail systems that can keep up! Panelists will walk you through their experiences using cloud-based retail systems and how it’s helped them remain nimble and keep up with the pace of change.
Learn:
• The key differences and benefits between cloud-based and traditional retail systems
• Examples of how they allow for scalability as retailers grow and change formats
• How they have improved the customer experience and store operations


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Charles Loui-Ying

Director of IT, Retail Technology
Kit + Ace

2:50 PM - 3:10 PM Presentation: What’s In Store For Localization?

Jim Meier, Senior Director, Customer Strategy & Marketing, PepsiCo

Within the rapidly evolving consumer and retail landscape, expectations and options continue to expand while success and growth oftentimes becomes more elusive. Localization – placing the right products, displays, imagery, messages and overlays in and around the right store at the right time in the right location – is becoming an increasingly important way to ensure shopper expectation meets shopper experience. Learn from
• Observations from translating a wide array of data into compelling, actionable insight
• Coordinating merchandising & marketing to better meet needs of various segments
• Integrating the digital and retail/ physical worlds


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Jim Meier

Senior Director, Customer Strategy & Marketing
PepsiCo

3:10 PM - 3:40 PM Afternoon Refreshment and Demo Break In The Innovation Lab



In the past, showrooming was seen as a serious issue for retailers and
something to combat. Now, it’s about embracing showrooming and the newer concept, webrooming, and encouraging your customers to engage with your brand regardless of the channel. This
panel will walk you through:
• Strategies for embracing showrooming and webrooming
• How to more seamlessly integrate the digital and physical worlds to better accomplish this
• What’s working for retailers and what to avoid

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Kevin Ertell

Senior Vice President of Ecommerce
Sur La Table
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Sean Bartlett

Director of Digital Experience, Product, and Omni-channel Integration
Lowes Home Improvement
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Manu Gupta

Vice President, Solutions Delivery
Skava
1. Improving Employee Interfaces To Enrich Customer Interactions
Moderator: Linda Shimazaki, Vice President Brand Development, Luxury Retail Brands
NA, Luxottica Group

2. The Impact Of Visual Merchandising On The Customer Experience
Moderator: Katie Whyde, Senior Manager, Visual Merchandising, Soma Intimates

3. Leveraging Responsive Design To Create Personalized Shopping Experiences
Moderator:
Mike Lewis, CMO, TimeTrade

4. Increase In-Store Screen Impact Through Personalization
Moderator:
Dough Bain, Chief Revenue Officer, eyeQ

5. Leveraging Analytics, VoC And Other Methods To Inform Your Product Roadmap
Moderator:
Steven Freeman, Director, Product Management, Macys.com

6. Physical-Digital Convergence With Customer Facing Devices
Moderator: Eric Johnson, COO, Moki

7. Staying Compliant And Strengthening Brand Consistency At Every Customer Touch
Point
Moderator:
Martin Tidwell, President & CEO, Steton

8. Mobile Within A Retail Footprint—How To Engage Customers And Meet Their
Needs
Moderator:
Heather Braddock Morgan, Director, Store Operations, David’s Bridal

9. What’s In Store For Localization?
Moderator:
Jim Meier, Senior Director, Customer Strategy & Marketing, Pepsico

10. The Potential Impact of Wearables On Consumers and Associates
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Steve Freeman

Director, Product Management
Macy's
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Jim Meier

Senior Director, Customer Strategy & Marketing
PepsiCo
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Heather Braddock Morgan

Director, Store Operations
David's Bridal
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Linda Shimazaki

Vice President Brand Development, Luxury Retail Brands NA
Luxottica Group
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Katie Whyde

Senior Manager, Visual Merchandising
Soma Intimates
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Mike Lewis

CMO, TimeTrade, Executive
TimeTrade
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Eric Johnson

COO
Moki
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Doug Bain

Chief Revenue Officer
EyeQInsights
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Martin Tidwell

President & CEO
Steton

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Liz Muller

Vice President, Creative & Global Design
Starbucks Coffee Company

5:35 PM - 6:45 PM Networking and Cocktail Reception in The Innovation Lab



6:45 PM - 11:59 PM End of Day Two