Future Stores 2024

June 03 - 05, 2024

JW Marriott Los Angeles L.A. LIVE

Day Two: Innovating Retail for Today’s Customer

Wednesday, June 5, 2024

7:00 am - 8:00 am Registration & Breakfast in The Innovation Lab

8:00 am - 8:05 am Welcome Remarks

8:05 am - 8:25 am Keynote: Humanizing the Customer Experience in a Transforming Retail Landscape

Misti Blasko - VP, Retail, Good American

With the world’s focus on the world of digital, consumer data shows us that in-person shopping is here to stay. How retailers show up in the physical spaces can make all the difference. Erin Wendte and her team are focused on building human to human connections no matter where and how the Zumiez customer is shopping. Erin will talk through:  

  • Shortening the distance between the brand and the customer 
  • Allowing store staff to drive the in-store experience for their customers  
  • Building community with shoppers in a multidimensional way

Misti Blasko

VP, Retail
Good American

Today’s customer is shopping everywhere and wants the same, seamless experience everywhere they go. Retailers are working to strike the balance in the customer journey between digital optimization and delivering seamless physical experiences. Our panelists will share how they are thinking about: 

  • Understanding shopper needs across all channels and how those channels can merge for the customer journey 
  • Creating seamless online and offline experiences through integrated channels  
  • Determining where technology can be a value add in the physical environment  
  • Optimizing inventory accuracy to meet customer demands in real-time
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Philip Amandola

VP, Retail
Reformation

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Jean Vashisht

VP, Business Development
Sleep Country Canada

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Lindsay Schofield

Director, Retail
Filson

8:55 am - 9:20 am Fire-Side Chat: Sustainability in Every Step of the Customer Journey, From Sourcing to the Salesfloor

Jessi Kauppi - Head of Retail, Lush Amy Merli - Regeneration & Sustainability Specialist, LUSH Michelle Field - Shop and Space Planning Manager, LUSH
  • Green shop design and leasing for recycling and composting initiatives and energy management systems
  • Engaging staff through different initiatives throughout the year
  • Customer engagement through product and store design and brand collaborations 
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Jessi Kauppi

Head of Retail
Lush

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Amy Merli

Regeneration & Sustainability Specialist
LUSH

Michelle Field

Shop and Space Planning Manager
LUSH

9:20 am - 9:50 am Morning Networking Break & Refreshments in The Innovation Lab

9:50 am - 10:20 am Z-Suite Focus Group Panel: What is the Gen Z Customer Looking for from Their Shopping Experience?

A Future Stores first: we are inviting Gen Z customers to take the stage for a candid conversation! Our Z-Suite panelists will talk through their shopping behaviors, what they are looking for from the store experience, and how brands can better effectively engage this growing and influential customer segment. You will have the opportunity to submit live questions for the group.

Retailer Partner To Be Annouced

Z-Suite Panelists To Be Announced

10:20 am - 10:40 am Fire-Side Chat: Unveiling Brand Stories: Engaging Communities for Tailored Customer Connections

Sarita Chourey - Director, Programs & Communications, Open to All
  • Brand storytelling while navigating new or untapped markets
  • Translating the brand’s vision into retail spaces and customer interactions
  • Making retail spaces more inviting for all shoppers and a space for connection

Sarita Chourey

Director, Programs & Communications
Open to All

10:40 am - 11:00 am Case Study Presentation: Beyond the Four Walls: Extending Your Brand into Non-Traditional Formats

Kirby Meindl - Global Head of Retail Design and Experience, bp

Kirby Meindl brought her retail design experience to BP, a global mobility and convenience company with over 20,000 fuel retail sites around the world, with the aim of customer centricity and brand transformation. In reimagining the BP retail experience, Kirby goes back to the origin of the convenience store, with emphasis on “convenience”. Kirby will talk through how she and her team are exploring:

  • How to move beyond what we’ve always done to an exciting new unknown
  • Stepping beyond the traditional fuel site format to support the rapidly evolving to trends in hybrid and electric vehicles
  • Positioning BP as a a more integrated provider of convenience to customers, beyond typical fuel and charging missions
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Kirby Meindl

Global Head of Retail Design and Experience
bp

11:00 am - 11:30 am Fire-Side Chat: Striking the Perfect Balance: Elevating the Salesfloor Experience while Mitigating Shrink through Inventory Accuracy

Joel Quill - VP, Retail, PacSun

National headlines have focused on retail’s shrink challenges, putting pressure on store leaders. However, with organized retail crime higher than ever before and a more demanding customer than ever before, what can retail leaders do to address shrink while delivering the seamless and efficient experiences customers expect?

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Joel Quill

VP, Retail
PacSun

11:30 am - 12:00 pm Coffee Boost Networking Break & Refreshments in The Innovation Lab

Track A: Consumer Insights

12:00 pm - 12:30 pm Case Study: Seamless Loyalty: Identifying and Fostering Customer Loyalty Across the Omni-Channel Journey
John Keith McLellan - Director, Digital and Strategy, Whataburger
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John Keith McLellan

Director, Digital and Strategy
Whataburger

Track A: Consumer Insights

12:30 pm - 1:00 pm Workshop: Understand Every Step of the Customer Journey Before Your Customer Walk in the Door

Track B: Emerging Trends in Retail Innovation

12:00 pm - 12:30 pm Case Study: Twin Stores and Enhancing the Customer Journey
Meriyem Kaf - Director, Merchandising Strategy & Execution, Home Hardware
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Meriyem Kaf

Director, Merchandising Strategy & Execution
Home Hardware

Track B: Emerging Trends in Retail Innovation

12:30 pm - 1:00 pm Workshop: Inventory Accuracy to Reduce Shrink and Optimize the Salesfloor

1:00 pm - 2:00 pm Networking Lunch for All Attendees

1:00 pm - 2:00 pm Women in Retail Lunch

Retailer only.

2:00 pm - 2:30 pm Panel: Uninterrupted Retail: Using Data & Analytics to Enable a 24/7 Customer Experience

Jochen Schmidt - Vice President, Distribution and Real Estate, Swarovski

Customers are researching and shopping for longer periods of time and are walking into stores with greater expectations than ever before. How can customer data work for you past store opening hours? Panelists will discuss:  

  • Identifying metrics relevant to the modern shopper’s customer journey 
  • Leveraging online customer data to personalize offline experiences  
  • Keeping the customer engaged in the data collecting journey 
  • Ensuring inventory accuracy for all fulfillment options
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Jochen Schmidt

Vice President, Distribution and Real Estate
Swarovski

2:30 pm - 3:00 pm Panel: Optimizing In-Store Staffing Models for Efficient Operations and Seamless Customer Experience

Retailers know that excellent customer experiences begin with the employee. But store employees burdened with a multitude of demands, how can stores be staffed for the optimal experience for all? Our panelists will share how they are thinking about: 

  • Adapting staffing plans to the needs of changing retail spaces and varying store footprints 
  • Equipping frontline staff with the tools and knowledge they need to provide the best, most efficient customer service 
  • Leveraging technology that enables staff to spend more time with the customer than on administrative tasks

3:00 pm - 3:30 pm Fire-Side Chat: Navigating Challenges in Cannabis Retail
Julie Widmer - President of Operations, Kaleafa Freddy Cameron - Senior Director, Retail Operations, Cookies
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Julie Widmer

President of Operations
Kaleafa

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Freddy Cameron

Senior Director, Retail Operations
Cookies

Technology can often be gimmicky additions to store experiences, however, with the world digitally accelerating, customers expect sophisticated technological solutions in the way that they want to see them. How can retailers technology enhance the stores? 

  • Determining technologies that are trends versus true value-adds for the customer journey 
  • Embracing analytics for better customer journey mapping 
  • Leveraging technology to personalize experiences

Kylie Reid

AVP, LUXE Retail Design & Animation Operations
L'Oréal

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Caleb McClain

Director, Product Management and UX - Mobile Applications
Fabletics

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Santosh Subramanyam

Director, Experience Design – Stores & Supply chain
Macy’s Inc

3:00 pm - 4:00 pm Store Tour: Bike Shed Moto
Audra Weyer - Retail LA Manager, Bike Shed Moto

(Sign up at registration. Retailer only.)

Explore the captivating world of Bike Shed's Los Angeles location, where the Moto Gallery showcases stunning custom motorcycles alongside a 300-seat British-club style hospitality space, barbershop, and tattoo parlor. More than just a showroom, it's a dynamic and immersive experience inviting customers to indulge in exploration, delight, and rejuvenation.

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Audra Weyer

Retail LA Manager
Bike Shed Moto

4:00 pm - 4:00 pm End of Future Stores 2024