Future Stores Seattle

June 25 - 28, 2017

Washington State Convention Center, Seattle

Contact Us: 1.888.482.6012

Day 2: Tuesday, June 27, 2017 Retail Customer Experience and Engagement

Expand All Sessions [+] Collapse All Sessions [-]

7:35 AM Continental Breakfast and Networking In The Innovation Lab

8:20 AM Welcome Remarks

Kristin Schoenstein, Event Director, Future Stores 2017

 Kristin Schoenstein
Kristin Schoenstein
Event Director
Future Stores 2017
Kristin Schoenstein has been a Program Director with Worldwide Business Research since 2010 and has been producing events since 2004. She currently specializes in the retail and eCommerce sector where she heads up the Future Stores portfolio and eTail East. She also successfully launched and grew WBR’s customer experience portfolio. In her role, sh ...[Read More]

8:25 AM Chairperson’s Opening Address

Gene Bornac, Vice President, Boston Retail Partners

 Gene Bornac
Gene Bornac
Vice President
Boston Retail Partners
Gene Bornac has more than 20 years’ experience and achievement within the retail and consumer products industries. His leadership experience includes managing individual specialty retail stores and a multi-unit chain at the district level. Gene also has extensive executive-level experience at consulting firms and retail technology companies. As a h ...[Read More]

8:35 AM Interview: Changing The Game: How Fabletics Reimagines The Customer Experience

8:40 AM Interview: 2017-18 In-Store Experience Priorities

Jeff Halverson, Senior Director, Store Operations, Ulta

With more than 1000 stores, 688 remodels and 100 stores opening each year, Jeff Halverson certainly has his hands full! Hear the top priorities for this growing retailer in 2017 and 2018:

How they view analytics and compress data to allow for more strategic decision making
How they juggle the needs of today with the needs of the future
How they maintain a consistent experience across stores, mobile and ecommerce
 Jeff Halverson
Jeff Halverson
Senior Director, Store Operations
Ulta

9:05 AM Keynote: Retail Experience and Digital Connectivity

Paul Stone, SVP, US Retail Operations, Cabela’s

 Paul Stone
Paul Stone
SVP, US Retail Operations
Cabela’s
Paul Stone, Senior Vice President and  Chief Retail Officer, joined Cabela’s in 2015 with more than 28 years of experience in  all areas of retail,  including store management, human resources, operations, and marketing.  Prior to joining Cabela’s, Paul worked for Sam’s Club and Walmart for 28 years, starting out as a Store Manager.
...[Read More]

9:30 AM Panel Discussion: Blurring The Boundaries: Connecting Brands and Customers To Drive Engagement

Steve Dumas, SVP, Retail Experience Design, Westfield

How to better connect retailers and drive traffic in malls and airports
New concepts for driving customer engagement through unique content 
Creating community spaces in retail environments
Technology to promote an effortless shopping experience
Leveraging social to create buzz and promote brand awareness 
 Steve Dumas
Steve Dumas
SVP, Retail Experience Design
Westfield
Steve Dumas is the design lead of Westfield’s Architecture Studio and is responsible for the place making and experience setting elements of the Westfield US portfolio of owned and managed properties. Mr. Dumas oversees the architecture, ambiance and furnishings for all Westfield shopping centers, airport projects and transit terminals. Since ...[Read More]

10:05 AM Morning Refreshment & Networking Break In The Innovation Lab

11:05 AM Keynote: Applying Customer-Centric Store Design From Concept to Execution

Whitney Walker, GM, Sonos

Consumer electronics company SONOs opened its first ever retail location in New York last year. Get an inside look at the customer-centered design elements, technology and immersive experiences that make the store so unique.
Executive leader of SONOS retail stores responsible for growth strategy, environmental and interactive customer experience, store design and construction, customer service, operations and retail technology. ...[Read More]

11:30 AM Keynote: In-Store e-Commerce: How Online Shopping Technology Is Modernizing Physical Stores

Craig Witsoe, CEO, Elo

Shoppers have adapted to a digital lifestyle where everything is bright, beautiful and fast. But digital can’t deliver for certain needs – and this divide is where brick and mortar must excel.  Bringing eCommerce in-store bridges the gap between online and in-store experiences and enables brick and mortar to play on its strengths:

Physical locations – the physical store is an asset, an experience to have with merchandise to touch and try on.
Interactive experiences – eye catching technology driven experiences that enrich shopping and can be used collaboratively.
Knowledgeable people – sales associates as personal retail experience guides, upskilling from transactional duties.

The digital lifestyle is pervasive and in-store eCommerce allows brick and mortar stores to capitalize on their already developed digital assets. Shoppers expect to have what they want when they want it. Harvard Business Review recently found that 81% of all customers attempt to self-serve before reaching out to a live representative.  This statistic applied to retail says give your customer what they want - autonomy. Provide fast, simple and knowledgeable experiences in-store.
Craig Witsoe has been the Chief Executive Officer of Elo since 2012.  Prior to Elo, Mr. Witsoe led efforts in various aspects of retail technology for over 20 years, with global experience in digital displays and retail commercial lighting.

Building on Elo’s 40 years of touchscreen innovation and over 20 million global installations
...[Read More]

11:50 AM Keynote Discussion: Capturing Customer Voice To Deliver Exceptional Service and Style

Shelly Langa, VP, Head of Stores, Chico's

Tallie Kawahara, VP, Stores, Soma Intimates

Michelle Martin, Head of Stores, Operations & Communications, White House Black Market

Hear how three unique brands under the Chico’s FAS umbrella are listening to their customers and advancing their approach to service. Shelly, Tallie and Michelle will walk you through how they:

•         Capture and interpret the voice of the customer
•         Articulate the value of customer insights to the organization
•         Take meaningful action on customer feedback and insights
•         Are evolving the customer experience as a result

 Shelly Langa
Shelly Langa
VP, Head of Stores
Chico's
Shelly has over 30 years of retail experience. She has held various leadership positions with the GAP, Bath & Body Works and Limited Express working in both Frontline and Outlet businesses. She started her career with Chico’s in 2006 as a Regional Sales Manager, elevated to Senior Regional Manager and then promoted to VP Head of Stores in fall of 2 ...[Read More]

 Tallie Kawahara
Tallie Kawahara
VP, Stores
Soma Intimates
Ms. Tallie Kawahara has been Vice President of Soma Intimates, LLC, a division of Chico's FAS Inc., since August 2013 and is responsible for overseeing all aspects of store strategy, operations and customer engagement.  Ms. Kawahara has over 25 years of retail experience in various roles in the specialty retail environment with companies such as Ba ...[Read More]

 Michelle Martin
Michelle Martin
Head of Stores, Operations & Communications
White House Black Market

12:25 PM Keynote: The Spectrum of Personalization

Alex Ciorapciu, Director, Global Solution Engineering & Partnerships, RichRelevance

In the context of commerce, personalization is meant to enhance the customer experience based on the inputs and outputs each brand chooses to utilize to individualize the customer journey.  The Spectrum of Personalization is the vision of a true customer experience that reduces the barriers that have been created between channels bringing data, behaviors and micro segmentation together to uncover the true intent and interest of every consumer.  Learn from practical, real world use cases from the world’s largest retail brands where the Spectrum of Personalization is enabled and how they are measured. For a deeper dive, join us at our roundtable and let’s take a look at your vision for your brand’s Spectrum of Personalization.
 Alex Ciorapciu
Alex Ciorapciu
Director, Global Solution Engineering & Partnerships
RichRelevance

12:45 PM Case Study Revolution: Social Engagement: Driving Your Brand and Customer Experience In-Store

Jennifer Stone Williams, VP, Retail Services, Perry Ellis International

Jennifer Stone Williams, VP Retail Services Perry Ellis International, will share some insights and challenges for brand social engagement and customer experience within department stores.  Highlights will include "Laundry Loves Perry" - a Valentine's Day collaboration between Perry Ellis and Laundry by Shelli Segal, as well as other brand and social marketing highlights for Original Penguin, and Cubavera. 

The audience will work in groups to talk through the following challenges:

Navigating through department store guidelines
Decreased department store traffic to capitalize on & plan experiences around

 Jennifer Stone Williams
Jennifer Stone Williams
VP, Retail Services
Perry Ellis International
Jennifer is an energetic and savvy retail professional providing years of proven leadership and success at Perry Ellis International. She has expanded and led the Retail Services Division for Perry Ellis International for 19 years. Her retail coordinator team services department stores in both the US ...[Read More]

Luncheon

1:10 PM Luncheon

Concurrent track sessions begin. Feel free to alternate between tracks to customize your event experience.

Private lunch hosted by Max Media

Private lunch hosted by Max Media

Concurrent track sessions begin. Feel free to alternate between tracks to customize your event experience.

Track A: Trends In Experiential Retailing

2:00 PM Opening Remarks By The Track Chair

Track B: Associate Development & Customer Engagement

Opening Remarks By The Track Chair

Mike Tippets, VP, Media Services, HUGHES

 Mike Tippets
Mike Tippets
VP, Media Services
HUGHES
Mike Tippets is vice president of the Hughes Global Media Group, a product and solution division of Hughes. Mr. Tippets assumed this position in January of 2010and in this capacity he is responsible for the development of managed services, software applications and other solutions based on Hughes digital media products and technologies.
...[Read More]

Track C: Retailer Only Interactive Boardrooms

Boardroom 1

You'll collaborate with other retailers in this closed door session. Pick a roundtable and get your questions answered!  Themes covered include:

1.Overcoming roadblocks to an omni-channel experience
2.Choreographing multi-sensory experiences—what’s working
3.Making mobile a more integrated part of the in-store experience

Track A: Trends In Experiential Retailing

2:10 PM Case Study: Creating Digitally Integrated Brand Experiences

Angela Gearhart, Senior Director, Retail Experience and Design, Sleep Number

Today’s consumer is living a digital, connected life and appreciates brands that integrate technology while maintaining a person touch. In addition, they want a shopping experience that is simple and intuitive, with products that add value to their lives. Find out how Sleep Number designed innovative retail experiences to attract, engage and educate the customer, while being an effortless customer experience. Find out how to:

Create authentic brand storytelling with technology as the differentiator
Increase brand awareness and create differentiation in a low interest category
Technology to simplify a traditionally complicated purchase process
Utilize technology to build credibility, confidence and increase conversion
 Angela Gearhart
Angela Gearhart
Senior Director, Retail Experience and Design
Sleep Number
Angela is shaping Sleep Number’s future, by leading the vision and strategy to transform the Sleep Number brand and the mattress shopping experience.  Today, the Sleep Number store creates a consumer-centric, technology driven environment that transforms a purely rational shopping experience to one that maximizes both rational and emotional appeals ...[Read More]

Track B: Associate Development & Customer Engagement

Case Study: Building Engaged Store Teams To Drive Customer Engagement

Kurt Rachdorf, Senior Director Brand Retail Operations, LEGO Brand Retail

A look at the tools and framework LEGO Brand Retail stores use to strive for high levels of playful engagement in the retail experience. We will share tips from hiring to team member development. We are an experience focused retailer who believes sales are requisite, but success hinges on delivering engaged experiences to our teams and their Guests. Learning objectives:

Discuss: 

  • How to hire for core values 

  • Best practices for onboarding and educating associates 

  • Ideas for recognizing and rewarding associates 

  • Using a focus on continuous improvement to drive engagement

 Kurt Rachdorf
Kurt Rachdorf
Senior Director Brand Retail Operations
LEGO Brand Retail
With years of retail experience across a number of strong specialty brands Kurt joined LEGO Brand Retail in 2003 to help deliver engaged guest experiences as the retail chain grew from 20 stores globally to over 120. Kurt has a strong focus and belief in sales through service, finding ways to engage retail teams and guest in fun an unique ways.  Ku ...[Read More]

Track C: Retailer Only Interactive Boardrooms

Boardroom 1 - Continued

You'll collaborate with other retailers in this closed door session. Pick a roundtable and get your questions answered!  Themes covered include:

1.Overcoming roadblocks to an omni-channel experience
2.Choreographing multi-sensory experiences—what’s working
3.Making mobile a more integrated part of the in-store experience

Track A: Trends In Experiential Retailing

2:30 PM Case Study Revolution: 14 Types Of Retail Innovation

Tony Bynum, Director of Strategy and Innovation, RTC

Over the last decade marketers have struggled to keep pace with evolving consumer expectations and definitions of value. Seismic impacts have been felt across sectors from consumer electronics to fashion to durable goods, CPG products and health care. Progressive marketers are leading the way forward toward dynamic and curated in-store experiences. 

RTC’s Strategy and Innovation Group conducted extensive research to codify the experiential strategies being used by some of the most progressive brands and retailers from around the world. RTC will share a collection of real world examples of fringe and progressive marketers who are rethinking the use of space as a component of their brand experience. Through the lens of a simple and actionable framework, the audience will be shown the leading indicators of next generation shopping experiences and how to use the framework as a diagnostic and a springboard for retail innovation. 
 Tony Bynum
Tony Bynum
Director of Strategy and Innovation
RTC
For over 25 years Tony has helped companies and organizations connect with users of products, services and experiences through user-centered design for clients across a wide range industries. As Director of RTC’s Innovation and Strategy group, Tony works with both retailers and brands to explore and frame the next generation of consumer retail expe ...[Read More]

Track B: Associate Development & Customer Engagement

Case Study Revolution: Case Study Revolution: Leveraging a Unified Commerce Platform Approach to Unify Commerce

Jim Barnes, Senior Managing Partner, President, CEO, Enspire Commerce

  • Retailers of the future are required to leverage a customer-centric platform that unifies commerce
  • Physical and digital paths to purchase are merging, and therefore retail technology solutions of the future will no separate how, and where a customer engages
  • POS, OMS, PIM and eCommerce point solutions will merge to a common platform
Jim Barnes
Senior Managing Partner, President, CEO
Enspire Commerce
Jim Barnes is a leading expert in supply chain management from source to consumption. He co-founded enVista in 2002 in response to market demand for comprehensive supply chain consulting services, and he has spent the last 20 years successfully deploying supply chain and enterprise solutions and synchronizing material and information flow for Fortu ...[Read More]

Track C: Retailer Only Interactive Boardrooms

Boardroom 1 - Continued

You'll collaborate with other retailers in this closed door session. Pick a roundtable and get your questions answered!  Themes covered include:

1.Overcoming roadblocks to an omni-channel experience
2.Choreographing multi-sensory experiences—what’s working
3.Making mobile a more integrated part of the in-store experience

Track A: Trends In Experiential Retailing

3:00 PM Panel Discussion Revolution: Transform Your Store Into A Retail Destination

Lara Trepanier, Director, Store Operations, Sur La Table

Cedric Clark, VP, Store Operations, PetSmart

  • Out-of-the-box ideas for engaging customers in-store
  • How retail footprint have changed to accommodate today’s shopper
  • Which experiential trends are resonating with consumers and why
 Lara Trepanier
Lara Trepanier
Director, Store Operations
Sur La Table

 Cedric Clark
Cedric Clark
VP, Store Operations
PetSmart
Cedric Clark joined PetSmart in October 2015 as vice president of Store Operations. He has more than 15 years of experience in retail management with eight years of experience in Operations. Prior to joining PetSmart, Cedric spent more than 13 years at Walmart and held several leadership roles within Asset Protection & Operations.  Cedric’s la ...[Read More]

Track B: Associate Development & Customer Engagement

Panel Discussion Revolution: Foster Associate Adoption Of Mobile Devices

Tara Maffeo, Director, Store Innovation, Gymboree

  • Capture associate feedback and ideas around the best use of mobile in the store environment
  • Understand and overcome barriers to adoption
  • Lessons learned creating and implementing associate-facing mobile tools
 Tara Maffeo
Tara Maffeo
Director, Store Innovation
Gymboree
Tara Maffeo leads store technology, training, and operations as the Director of Store Innovation at Gymboree. Focused on delivering exceptional in-store experiences for both customers and store teams alike, her team supports the Gymboree Corporation's 1300 locations and the Gymboree, Gymboree Outlet, Crazy 8, and Janie and Jack brands.  Tara Maffeo ...[Read More]

Track C: Retailer Only Interactive Boardrooms

Boardroom 2: Ideas For Improving Wholesaler and Retailer Collaboration

Jennifer Stone Williams, VP, Retail Services, Perry Ellis International

 Jennifer Stone Williams
Jennifer Stone Williams
VP, Retail Services
Perry Ellis International
Jennifer is an energetic and savvy retail professional providing years of proven leadership and success at Perry Ellis International. She has expanded and led the Retail Services Division for Perry Ellis International for 19 years. Her retail coordinator team services department stores in both the US ...[Read More]

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

Track A: Trends In Experiential Retailing

4:25 PM Case Study: How To Transform From A Place Of Transaction To A Place Of Transition

Joe Pascarelli, Sr. Manager of Global Design and Construction Innovation, Dunkin' Brands

The days when a quick service restaurant could rely solely on providing a quick and convenient transactions are behind us. Today, guests are looking for the QSR industry to provide a place to transition between other activities of their day. A place that gets them ready for their next activity. Will Explore: 
What does a successful moment of transition look like. 
On my terms. Providing choice sometimes can seem at odds with providing efficient service 
How each customer touchpoint works together to provide that transitional moment
 Joe Pascarelli
Joe Pascarelli
Sr. Manager of Global Design and Construction Innovation
Dunkin' Brands
Joe leads the Global Design Innovation team for Dunkin’ Donuts and Baskin Robbins.  He sets the design direction to support the growth of these two iconic brands.  Joe and his team are tasked with playing a major role in keeping the brands relevant and profitable for their franchisees.  During his 12 years at Dunkin’ Brands, Dunkin’ Donuts has doub ...[Read More]

Track B: Associate Development & Customer Engagement

Case Study Revolution: Using Associate Engagement Tactics To Delight Your Customers

Tara Maffeo, Director, Store Innovation, Gymboree

In order to effectively engage your customers, your associates must be engaged first. Tara Maffeo will walk you through Gymboree’s approach to the associate experience and tips for how to:

Unite associates around a common purpose of delivering superior customer experiences
Show associates how their role is critical to customer engagement and business growth
design customer experience-based rewards and recognition strategies
Determine how to better share feedback and goals with associates

 Tara Maffeo
Tara Maffeo
Director, Store Innovation
Gymboree
Tara Maffeo leads store technology, training, and operations as the Director of Store Innovation at Gymboree. Focused on delivering exceptional in-store experiences for both customers and store teams alike, her team supports the Gymboree Corporation's 1300 locations and the Gymboree, Gymboree Outlet, Crazy 8, and Janie and Jack brands.  Tara Maffeo ...[Read More]

Track C: Retailer Only Interactive Boardrooms

Women In Retail Discussion and Cocktail Reception

Listen and be motivated by an accomplished group of fierce femmes; then, cultivate new friendships with your table group and discuss the issues that were raised on the panel.

Track A: Trends In Experiential Retailing

4:55 PM Panel Discussion: Curated Retail Spaces And How They Influence The Customer Experience

Sarah Furnari, VP, Retail Experience, BEHR

Why consumers are looking for more curated retail experiences
Examples of new store formats and store within store ideas 
How to partner with artisans, bloggers, other retailers, etc. to bring a curated space to life
 Sarah Furnari
Sarah Furnari
VP, Retail Experience
BEHR
As the Vice President of Retail Experience for Masco Architectural Coatings, Sarah Furnari leads strategy and operations for the BEHR and KILZ brands in-store. Sarah has been with Masco since 2005, and prior to that, with Sherwin Williams for 12 years in a variety of positions including starting as a Formulator in the Consumer Brands lab, Process E ...[Read More]

Track B: Associate Development & Customer Engagement

Panel Discussion: Must Have Customer Engagement Tools For Associates

Michelle Neal, Director, Operations, Sunglass Hut Luxottica Retail

Tools to help associates break down barriers to customer interaction
Which technologies are associates finding the most useful in enhancing customer engagement
What is falling out of favor with associates and why

 Michelle Neal
Michelle Neal
Director, Operations
Sunglass Hut Luxottica Retail

Track C: Retailer Only Interactive Boardrooms

Women In Retail Discussion and Cocktail Reception - Continued

Continued
Listen and be motivated by an accomplished group of fierce femmes; then, cultivate new friendships with your table group and discuss the issues that were raised on the panel.

5:30 PM Networking and Cocktail Reception at The Seattle Aquarium

Kick off the night with cocktails on the Elliot Bay Patio. Then, head inside to wander, discover and explore the best the Northwest has to offer. See, touch and explore the sea life of the Puget Sound tide pools, step through a 12’ high crystal ring filled with luminous moon jellies, walk through an undersea dome with a 360º view of hundreds of fascinating Puget Sound Fish, help feed the sea otters and more!

7:30 PM End of Day Two





















Live Chat Software