Day 2: In-Store Engagement & Customer-Centric Innovation


Thursday, June 6, 2019

On day two, leading experience innovators will show you how to capitalize on the latest retail technology and innovation, all with your customer in mind.

7:25 am - 7:55 am Networking & Breakfast In The Innovation Lab

7:55 am - 8:00 am Welcome Remarks

Kristin Schoenstein, Portfolio Director at Future Stores

Kristin Schoenstein

Portfolio Director
Future Stores

8:00 am - 8:10 am Future Stores Official Non-Profit Partner Presentation: St. Jude Children's Research Hospital

Emily Callahan, Chief Marketing & Experience Officer at St. Jude Children's Research Hospital

Emily Callahan

Chief Marketing & Experience Officer
St. Jude Children's Research Hospital

Jeff Ball, VP, Strategic Business Development For Store Systems/POS at Manhattan Associates, Inc.

Jeff Ball

VP, Strategic Business Development For Store Systems/POS
Manhattan Associates, Inc.

8:25 am - 8:50 am Keynote: Bringing Your Brand Story To Life In Bricks and Mortar—Growing the store footprint of a legacy catalog giant in the digital era.

As a traditional catalog heritage brand with a strong online presence, Lands’ End has embarked on the challenge of expanding into brick & mortar retail. Discuss

• What was involved in developing the expansion strategy
• Key learnings from product assortment, marketing and other areas
• Building an infrastructure to support the basics of B&M retail as well as future capabilities

Claudia Mazo, SVP, Retail at Lands’ End

Claudia Mazo

SVP, Retail
Lands’ End

Customers are asking for greater levels of personalization. Whether this means personalizing the products they buy or the experience they have with an associate, the goal is to create the feeling of a 1:1 relationship. Discuss:

• What are customers looking for when it comes to customization in the store environment?
• In-store clienteling strategies and best practices
• What are the new approaches? What are retailers trying? 
• Make them a maker—engaging your customers with in-store product customization and design through
o Advanced customization
o Completely customized products
o Creating in-store events and using clienteling to sign up your most valuable customers
o Using app based scheduling for in-store events

Angela Gearhart, VP, Brand Experience at Sleep Number Corporation

Angela Gearhart

VP, Brand Experience
Sleep Number Corporation

Aman Advani, Co-Founder & CEO at Ministry of Supply

Aman Advani

Co-Founder & CEO
Ministry of Supply

Missy Sage, VP, Retail Operations at Hanes Brands

Missy Sage

VP, Retail Operations
Hanes Brands

Saira Zia, VP, Global Retail Excellence at Tulip

Saira Zia

VP, Global Retail Excellence
Tulip

Deborah Surrette, Chief Revenue Officer at Tulip

Deborah Surrette

Chief Revenue Officer
Tulip

9:20 am - 9:45 am Fireside Chat: How Personalization Is Fueling Indochino’s Success

Today’s consumers demand more than just great products, they want a great experience. And they want that experience tailored to them, from beginning to end. To meet this demand, leading retailers are creating new concepts that enable shoppers to engage with their products in increasingly more immersive and memorable ways.  
 
But, a great experience can be a significant investment. How can a retailer commit to an exceptional personalized experience and remain profitable? In this session Drew Green, President and CEO of INDOCHINO, will explore the brand’s personalized approach to retail, and how a retailer can achieve profitable growth, while investing in experience.

Drew Green, CEO at Indochino

Drew Green

CEO
Indochino

Spencer Soper, E-Commerce Reporter at Bloomberg News

Spencer Soper

E-Commerce Reporter
Bloomberg News

Come explore Microsoft’s University Village location where you’ll be taken on a guided tour, have the chance to ask questions and interact with their latest customer and associate facing
tools and technology.

Host: Sandra Andrews, Head of Marketing & Experiences, Microsoft Stores

Sandra Andrews, Head of Marketing & Experience at Microsoft Stores

Sandra Andrews

Head of Marketing & Experience
Microsoft Stores

Olga Lymberis, Audiences and Experiences Director at Microsoft

Olga Lymberis

Audiences and Experiences Director
Microsoft

9:45 am - 10:30 am Donut Miss This Break

Join your fellow attendees in our Innovation Lab, and customize your own donut holes by shake, shake, shaking it! Check out our innovative sponsors, chat about yesterday’s content and plan the day ahead.

9:45 am - 10:30 am Working Mamas Meet Up

Are you a working mama and  this work trip is the new vacation? Meet in the lounge in the back of the Innovation Lab!

10:30 am - 10:50 am Keynote: Your Store As A Brand Laboratory To Test And Learn

Michael Guerin will introduce BrandBox, Macerich's new turnkey approach to physical retail for digitally native brands to test and scale stores as part of their growth strategy. Short-term leases, modular space, and services for design, buildout, staffing and technology, enable brands to open a store in just weeks and leverage data insights like they do online. With the overview of BrandBox, Michael  will speak to:

·  Popping up: When short-term is right, and for how long
·  Solving for your biggest pain points, like staffing
·  The kind of data you need to look at and how to get it
·  It's not just about offline; your store impacts online sales
·  Saturation on social media does not equal saturation IRL

Michael Guerin, SVP Leasing at Macerich

Michael Guerin

SVP Leasing
Macerich

10:50 am - 11:10 am Keynote: Points Of Sale 2.0

How point-of-sale, consumer mobile, and in-store e-commerce are evolving into a unified platform. Next generation architecture can give customers a seamless and personal brand experience that increases sales while also lowering inventory and IT costs. Now is the time to
create your next-generation ‘One POS’ roadmap.
Learning objectives include:

· Essential considerations for unified POS
· Impact on the customer experience and implications on back-end systems, hardware and software
· Customer(s) case studies/examples

Craig Witsoe, CEO at Elo

Craig Witsoe

CEO
Elo

11:10 am - 11:40 am Keynote Panel Discussion Remix: Customers First, Technology Second, The New Rules For Your Business

The endless pursuit of the latest bright and shiny tech has left many retailers regretting their investments. The key now lies in thinking about the unmet needs of your customers and associates and then finding the technology to solve the problem at hand. In this lively discussion, you’ll hear more about:

• Empowering your customers in store with technology
• Leveraging the tools you may already have to benefit the customer experience
• Getting the necessary funding to move forward with new in-store technologies
• Strategies for keeping up with ever-evolving technology
• Integrating different types of tech as it quickly changes

Mike Fogarty, CEO at Choice Market

Mike Fogarty

CEO
Choice Market

Steve Freeman, Director, Product Management at Macy's

Steve Freeman

Director, Product Management
Macy's

Nick Arambula, Chief Operating Officer at Tuft & Needle

Nick Arambula

Chief Operating Officer
Tuft & Needle

Karen Bomber, Director of Retail Strategy at Honeywell

Karen Bomber

Director of Retail Strategy
Honeywell

11:40 am - 12:00 pm Delighting Customers Starts With Employees

Retailers have gone great lengths to evolve their customer experience through enhanced personalization, loyalty overhauls, grab-and-go and every omni-channel innovation in between. In the wake of this investment, store employees have been left with insufficient tools and substandard processes to do their job effectively – especially in a world of heightened customer expectations. Join Matt Sebek, Vice President of Digital at World Wide Technology, as he discusses how retailers can leverage the intersection of digital and physical insight to transform how they empower their store associates to make better in-store decisions and drive sales.

Learning Objectives:

• Apply human-centered exercises for customers AND employees
• Understand how to leverage available data to empower store associates.
• See how key retailers are putting this insight into action 

Josh Hogan, Managing Director of Digital at WWT

Josh Hogan

Managing Director of Digital
WWT

12:00 pm - 12:25 pm Keynote: The Perfect Fit: A Personalized Experience To Meet The Needs Of Our Customers

Interested in learning how to meet the ever-changing needs of your customers? Hear from Kathy Fisher, vice president of customer experience at Nordstrom, how the company strives to deliver and evolve it services and experiences for its customers.
Kathy Fisher, VP, Customer Experience at Nordstrom

Kathy Fisher

VP, Customer Experience
Nordstrom

10:30 am - 12:00 pm Store Tour F: The Lounge By AT&T

Part coffeehouse, part co-working space, part retail store and part learning center…Check out AT&T’s new lounge concept in Seattle’s Capital Hill neighborhood.

Host: Rebecca Petersen, Sales Program Execution Manager, AT&T

12:25 pm - 1:25 pm Lunch

1:25 pm - 1:40 pm Dessert in The Innovation Lab

12:25 pm - 1:25 pm Private Lunch

12:25 pm - 1:25 pm Private Lunch

Concurrent track session begin. Please feel free to alternate between tracks to customize your experience.

Track A: Reinventing Retail

1:40 pm - 1:50 pm Chairperson’s Afternoon Address
Paul Bradley, Head of Product at PlayerLync

Paul Bradley

Head of Product
PlayerLync

Track A: Reinventing Retail

1:50 pm - 2:15 pm Case Study: Learnings from 3 Years of Experiential Retail at b8ta


Philip Raub, Founder and President at B8ta

Philip Raub

Founder and President
B8ta

Track A: Reinventing Retail

2:15 pm - 2:35 pm Building Blocks: How LEGO Assembles Engaging Stores And Happy Employees
To create the right experience for customers, LEGO figured out how to turn vision at HQ into action in the field – in a way teams actually enjoy. Come learn: 

•How to overcome communications hurdles and bring stories to life in stores
•How to reinvent your retail operations and inspire employees
•How to balance technology and people to craft the right store experience

Melissa Wong, CEO & Founder at Retail Zipline

Melissa Wong

CEO & Founder
Retail Zipline

Michael Cass, Senior Store Communications Manager at LEGO

Michael Cass

Senior Store Communications Manager
LEGO

Track B: In-Store Technology & Captivating Retail Concepts

1:40 pm - 1:50 pm Chairperson’s Afternoon Address

Track B: In-Store Technology & Captivating Retail Concepts

1:50 pm - 2:15 pm Case Study: Beauty IRL: How CVS Transformed It’s Beauty Department
Join Jamie Hill, Head of Beauty and Experience at CVS Health as he walks you through their new beauty in-store experience including the Lead efforts to transform the CVS’s beauty in-store experience from testing to roll out and the partnerships that are helping them stand out in this category.
Jamie Hill, Head of Beauty & Experience at CVS Health

Jamie Hill

Head of Beauty & Experience
CVS Health

Track B: In-Store Technology & Captivating Retail Concepts

2:15 pm - 2:35 pm Building Retail Experiences Worth Sharing
How well does your store perform on Instagram? HYPNO works with the largest brands in retail to get the most out of their stores with incredible experiences, user-generated marketing, and CRM data – all at scale. Learn more from the team behind products and global activations for Samsung, Framebridge, Nike, American Eagle, Tiffany, Dolby, Google and hundreds of other brands.
Koko Alexandre, Director, New Business at Hypno

Koko Alexandre

Director, New Business
Hypno

Track C: Retailer Only Connections

1:40 pm - 2:35 pm Campfire Story: Designing Holiday Strategies That Stick For Associates
Relax by the “fire” in an intimate retailer only session with 10-15 other retailers where your storyteller will share a quick case study and then open up the floor to questions.

Host: Tara Maffeo, Director, Retail Operations, Field Engagement, SEPHORA
Tara Maffeo, Director, Retail Operations, Field Engagement at SEPHORA

Tara Maffeo

Director, Retail Operations, Field Engagement
SEPHORA

Track A: Reinventing Retail

2:35 pm - 3:05 pm Panel: The Pursuit of New Retail Partnerships—Why It’s Better Together
So many exciting retail partnerships are popping up in the headlines as retailers are realizing the importance of collaboration to draw customers in and keep them coming back for more. Hear this diverse group of panelist talk you through recent collaborations and discuss:

• How they measure the success of a partnership
• Determining who will make a good partner
• Taking advantage of customer trends and feedback to inform your partnership strategy
• Overcoming differences and finding ways to work collaboratively

Gillian Grefe, Director of Marketing at Sunday

Gillian Grefe

Director of Marketing
Sunday

Jennifer Beesley, VP, Store & Brand Experience at The Michaels Companies Inc.

Jennifer Beesley

VP, Store & Brand Experience
The Michaels Companies Inc.

Sandra Andrews, Head of Marketing & Experience at Microsoft Stores

Sandra Andrews

Head of Marketing & Experience
Microsoft Stores

Track A: Reinventing Retail

3:05 pm - 3:25 pm Digital Transformation in Visual Merchandising and Space Planning
5 Key Process Gaps that Limit Merchandising Confidence and Precision and How to Fix Them 

Track A: Reinventing Retail

3:05 pm - 3:30 pm Case Study: Breaking Down Barriers To Innovation
Let’s face it: driving revolutionary change isn’t for the faint hearted. Everyone wants to drive innovation in their organization, but putting it into action requires the right alchemy of team, mindset, sponsors, and budget. We’ll talk about how to get all four using structure, strategy and storytelling and have ‘real talk’ about innovation’s inherent challenges.

Objectives:

• Discuss how to structure (or de-structure) an innovation team
• Understand tactics to embrace the naysayers
• Learn methods to drive a culture of innovation

Heidi Isern, Senior Director, Customer Experience Innovation at Gap

Heidi Isern

Senior Director, Customer Experience Innovation
Gap

Track B: In-Store Technology & Captivating Retail Concepts

2:35 pm - 3:05 pm Panel: The Power Of Retail Showrooms
The right mix of digital and physical product is essential to succeed in today’s volatile market. Stores are popping up across all retail verticals that are solely showrooms. They don’t stock any inventory. What is the logic behind a showroom format and why are they seeing success? The panel will discuss:

• The thinking behind a showroom vs. stocking inventory
• The pros of the showroom format (immersive experiences, smaller footprint
• The must haves for a showroom model to be successful 
• Hiring for this model and equipping your associates with the tools and tech needed to sell in this environment

Monica Scholes, Director, Retail at ModCloth

Monica Scholes

Director, Retail
ModCloth

Jennifer Braunschweiger, VP of Brand Marketing at MM LaFleur

Jennifer Braunschweiger

VP of Brand Marketing
MM LaFleur

Drew Green, CEO at Indochino

Drew Green

CEO
Indochino

Track B: In-Store Technology & Captivating Retail Concepts

3:05 pm - 3:30 pm Creating A Compelling Brick And Mortar Retail Experience In A Growing Digital Market
While many retailers are working to bring digital technologies to life in the store environment, Evereve has continued to stay true to the development of authentic guest relationships and an inviting, simple in-store experience that supports our 3-ways to shop (evereve.com, Trendsend, In-store). Technology in store is not a customer facing element of our newest store design prototype.  By using our curated brand design filters we were able to more successfully communicate to customers who Evereve is, enhance areas that our customers are already telling us we do well and creating a fun and welcoming destination.
Come along the journey with us to see this design evolution first-hand and experience how Evereve is redefining in-store customer experience in the digital age.
Audience Take-aways:

• Developing a design brand filter to help prioritize wants vs needs
• Understanding the journey (what worked, what was challenging, what surprised us)
• How to highlight what your customers are already telling you your brand does well in the built environment
• How Evereve uses this new design to enhance existing retail locations – Adding soul
• How Evereve is redefining in-store customer experience

Katie Whyde, Director, Visual Merchandising at Evereve

Katie Whyde

Director, Visual Merchandising
Evereve

Kari Ihle, Director, Environmental Design, Planning and Maintenance at Evereve

Kari Ihle

Director, Environmental Design, Planning and Maintenance
Evereve

Track C: Retailer Only Connections

2:35 pm - 3:30 pm Women In Retail Networking Session & Cocktails
Listen and be motivated by an accomplished group of fierce femmes during a panel discussion. Then, network and  enjoy a glass of wine as you cultivate new friendships and future contacts. 
Claudia Mazo, SVP, Retail at Lands’ End

Claudia Mazo

SVP, Retail
Lands’ End

Joan Cedrone, VP, Stores at Perry Ellis International

Joan Cedrone

VP, Stores
Perry Ellis International

3:05 pm - 3:50 pm Here’s the Scoop Networking Break

Hear the latest scoop from the day’s sessions from your peers while enjoying a scoop of ice cream in our Innovation Lab! Make sure make those connections you haven’t had a chance to yet at our last networking break in our exhibit hall.
At Future Stores, you’re in control! Get involved in our unique, peer-to-peer roundtables for the best discussions you’ll have all year. Talk about your key challenges and hear how other brands are overcoming them. After 25 minutes, you’ll rotate to a new table and tackle a new topic with a new expert host. Use this time as a unique opportunity to dive into a niche topic of your choosing in an informal and intimate setting. Leave the event with new ideas you can put into action as soon as you return to the office. 

1.Proving ROI For New Partnerships And Projects
Moderator: Gillian Grefe, Director, Marketing, Sunday

3. The Reverse Mile:  How Are You Handling Returns
Moderator: Priyanjali Castelino, Manager, Retail Operations, SEPHORA

4. Improving The Customer Experience When Stores Are Fulfilling Digital Orders (And Vice Versa)
Morderators: Jennifer Matanin, Director, Retail Operations, Cole Haan, Jennifer Weeden, Sr. Manager Retail Operations, Cole Haan, Brandon Critchlow, Sr. Manager Retail Operations, Cole Haan   

5. Your Pop Up Store Primer: How To Get Started & What To Avoid
Moderator: Missy Sage, VP, Retail Operations, Hanes Brands

6.Getting Started With BOPUIS (buy online pick up in store)
Moderator: Shari Rossow, VP, Retail Operations, Best Buy

7. Unlocking The Future Of Shopping For Gen Z
Moderator: Jaime Fabricant, Director, Store of the Future Innovation & Execution, Pepsico

8. Experiential Retail: Strategies and ROI For The Evolving Store
Moderator: Jennifer Beesley, VP, Store & Brand Experience, The Michaels Companies


Gillian Grefe, Director of Marketing at Sunday

Gillian Grefe

Director of Marketing
Sunday

Trisha Yamaguchi, Senior Manager, Retail Operations at SEPHORA

Trisha Yamaguchi

Senior Manager, Retail Operations
SEPHORA

Missy Sage, VP, Retail Operations at Hanes Brands

Missy Sage

VP, Retail Operations
Hanes Brands

Jennifer Matanin, Director, Retail Operations at Cole Haan

Jennifer Matanin

Director, Retail Operations
Cole Haan

Jennifer Weeden, Senior Manager Retail Operations at Cole Haan

Jennifer Weeden

Senior Manager Retail Operations
Cole Haan

Brandon Critchlow, Senior Manager Retail Operations at Cole Haan

Brandon Critchlow

Senior Manager Retail Operations
Cole Haan

Shari Rossow, VP, Retail Operations at Best Buy

Shari Rossow

VP, Retail Operations
Best Buy

Jaime Fabricant, Director, Store of The Future Innovation & Execution, PepsiCo Beverages at Pepsico

Jaime Fabricant

Director, Store of The Future Innovation & Execution, PepsiCo Beverages
Pepsico

Jennifer Beesley, VP, Store & Brand Experience at The Michaels Companies Inc.

Jennifer Beesley

VP, Store & Brand Experience
The Michaels Companies Inc.

5:25 pm - 6:55 pm Future Stores Reception at SPiN Seattle Hosted By Beekeeper

Join us for cocktails, apps and test out your paddle skills at this iconic 10000 square foot ping pong social club in the heart of downtown Seattle.