Future Stores Seattle 2018

June 18 - 21, 2018

Sheraton Seattle, WA

Contact Us: 1.888.482.6012

Main Day One: Setting The Stage For Customer-Centric Retail Tuesday, June 19, 2018

In today’s high stakes retail environment, brands who are truly putting their customer at the center of their business are winning. Hear best practices and insights from retailers who maintain a customer-first mindset at the store level and across all touch points.

7:00 am - 7:50 am Registration & Breakfast In The Innovation Lab

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, cocktails and snacks; learn about the latest retail technology; and catch up with colleagues and peers!

7:50 am - 8:00 am Welcome Remarks & Ice Breaker

Kristin Schoenstein, Program Director,Future Stores
img

Kristin Schoenstein

Program Director
Future Stores

8:00 am - 8:15 am Chairperson’s Opening Address

Craig Witsoe, CEO,Elo
img

Craig Witsoe

CEO
Elo

8:15 am - 8:35 am Fireside Chat: The Elements Of An Exceptional Brand Experience

Marc Alexandre-Rishe, Chief Retail Officer,L’Oreal
As retail continues to evolve, how can you thrive in a time of uncertainty? The answer lies in creating customer experiences that keep your customers engaged and inspired. Staying true to your brand and living out your brand promise is a huge piece of the puzzle. In this exclusive interview, hear how one retailer is creating experience across all customer touch points, but especially in-store. Learn how you can:
•Reinvigorate your brand promise and get your teams on board
•Create experiences that keep your customers coming back and telling their friends
•Achieve brand consistency across all customer touchpoints

img

Marc Alexandre-Rishe

Chief Retail Officer
L’Oreal

8:35 am - 9:00 am Keynote: The Importance of Bricks To A Growing Boutique Candy Empire

Rosie O’Neill, Co-Founder & Chief Creative Officer,Sugarfina
Since launching her company with her husband Josh Resnick in 2012, Sugarfina a luxury candy boutique for grown ups,
has added 25 boutiques and 15 mini boutiques inside Nordstrom. Hear more about their store strategy and their
plan to expand globally.
Learn:
• The importance of branding and creating shareable moments in your store environments
• What to consider when you move from online to offline
• The different ways Sugarfina engages customers and creates such a loyal following

img

Rosie O’Neill

Co-Founder & Chief Creative Officer
Sugarfina

9:00 am - 9:25 am Keynote: The Boon + Gable Living Room: Collaborating With Retailers To Reinvent Personalized Shopping

Diane Loviglio, Co-Founder & CEO,Boon + Gable
As some malls continue to struggle, others are thriving. Why? In this session, Simon Properties and Boon + Gable will talk about a
unique partnership that drives traffic to malls and provides customers with an easy, fun and personalized shopping experience. Discuss:
  • What the personal shopper experience of the future will look like
  • The importance of collaborating with other retailers to drive footfall
  • Using data to create more personalized customer experiences

img

Diane Loviglio

Co-Founder & CEO
Boon + Gable

Since the majority of customers are now omni-channel shoppers, what can you do to ensure that their experience is seamless regardless of where or how they decide to shop?
Panelists will talk about their experiences with:
•Unified commerce platforms 
•Omni-channel marketing 
•Using mobile to help bridge the gap between store and online
•Fostering collaboration across the organization

img

Steve Freeman

Director, Product Management
Macy's

img

Cedric Clark

VP, Operations
Sam’s Club

img

Rob Crane

EVP Global Sales and Marketing
Altierre Corporation

img

Scott Adel

VP, Retail Excellence
Tulip Retail

9:50 am - 10:40 am Mimosa Morning Break In The Innovation Lab

10:40 am - 11:05 am Keynote: Rethinking Retail: Evolving the Lowe’s Experience

Ruth Crowley, VP, Customer Experience Design,Lowe’s Companies
Come hear Lowe’s VP of Customer Experience Design Ruth Crowley share how Lowe’s is evolving its customer experience in today’s changing retail landscape. She’ll discuss Lowe’s partnership with software-powered retailer b8ta to simplify the smart home selection and shopping process through a hands-on, engaging retail experience in 70 Lowe’s stores across the country and a new display in select stores that helps customers complete a kitchen renovation from start to finish.
img

Ruth Crowley

VP, Customer Experience Design
Lowe’s Companies

11:05 am - 11:25 am Fireside Chat with Vera Bradley: Transforming Store Ops with Phones, Software, And The J-Curve

Matt MacInnis, Founder and CEO,Inkling Melissa Latham, VP, Retail Stores,Vera Bradley
Do you have phones or tablets in your stores? Are they driving results? Unfortunately, most “first wave” mobile deployments of tablets and phones have failed. But new innovations in software and advancements in mobile technology are letting retailers finally achieve the dream of improved employee productivity and enhanced customer experience with sensible costs. Vera Bradley has done it, driving improvements in business metrics across the spectrum. But there were real challenges. Careful change management, smart technology bets, and a motivated team got them there. Matt and Melissa will explore the results and lessons learned.
img

Matt MacInnis

Founder and CEO
Inkling

img

Melissa Latham

VP, Retail Stores
Vera Bradley

Customers don’t see channels. They don’t care about channels. They see experiences and they care about those experiences. As omnichannel initiatives become the norm for retailers that operate physical stores, and more ecommerce companies open stores, how are merchants adapting to deliver a consistent and positive shopping experience that crosses channels to deliver on the customer promise of omnichannel.
img

Susan Sanderson-Briggs

SVP, Chief Brand & Customer Experience Officer
The Vitamin Shoppe

Elizabeth Geri

SVP, Marketing & eCommerce
Sur La Table

img

Matt Marcotte

Founder
M2 Collaborative

img

Kevin Swanwick

Senior Director, Retail Solutions
Manhattan Associates

11:55 am - 12:15 pm Keynote: The Extraordinary Customer Experience Starts With Me

Mike Tippets, VP, Enterprise Marketing & Organizational Development,Hughes Media Systems
If an extraordinary customer experience is your goal, then creating a remarkable employee experience must be your focus. Hear how leading retailers are succeeding at this today and learn from their experience.
Key Learning Points:
•How to engage employees in your CX vision
•How to measure your progress
•How justify the necessary resources

img

Mike Tippets

VP, Enterprise Marketing & Organizational Development
Hughes Media Systems

Join hosted roundtable discussions and get the opportunity to talk about your key challenges and hear how other retailers are overcoming them. Grab a glass of bubbly and use this time as a unique opportunity to dive into a niche topic of your choosing in an informal and intimate setting. Leave Future Stores with new ideas you can put into action as soon as you return to the office (retailer only).

1.How Innovation Optimizes Store Profits and Customer Experience Through Dynamic Merchandising
Moderator: JoAnn Martin, VP Retail Industry Strategy, JDA Software
2.New Ways That Software Can Drive Operational Efficiency And Better Customer Interactions In Your Stores
Moderator: Andrew Morlidge, VP, Americas,  Zynstra
3.Avoid Death By Data—Ways To Capture Meaningful Insights In Store 
Moderator: Bob Radcliffe, Retail Analyst, Reality Interactive
4.Designing for mobile in stores
5.Reimagining the endless aisle process
6.Retail-tainment on a budget
7.The intersection of bots and stores—what are the possibilities?
8.Workforce management techniques to boost employee satisfaction and store performance
9.How to get your associates on board with mobile tools
10.Achieving new levels of customer personalization 
11.Examining new delivery models
12.Using apps to enhance the in-store experience 

img

JoAnn Martin

VP Retail Industry Strategy
JDA Software

img

Andrew Morlidge

VP, Americas
Zynstra

img

Bob Radcliffe

Director, Business Development
Reality Interactive

1:05 pm - 2:05 pm Lunch

1:05 pm - 2:05 pm Private Lunch hosted by IBM

2:05 pm - 2:05 pm Concurrent track sessions begin. Please feel free to alternate between tracks to customize your experience.

Track A: Creating Seamless Shopping Experiences

2:05 pm - 2:15 pm Opening Remarks By The Conference Chair
Big béhémoth ERP systems, massive warehouse management systems, legacy customized POS and order management systems. The list goes on and on. Traditional retailers are tied down by outdated, inefficient technology. The process of changing out these systems is costly, time consuming and just plain overwhelming. What’s more, the organization is not designed for a unifed approach.

Discuss :
•Where to start, which pieces to bite off first
•How to break down the internal barriers 
•Who to get involved within the organization and when
•Deciding what can stay and what must go

img

Dave Ayers

VP, Technology
The Container Store

img

Courtney Graybill

VP, Customer Experience & Product Management
David`s Bridal

img

Marc Jamieson

Director Store, Experience, Design and Marketing
TELUS Telecommunications

img

Sam Vise

Partner
Unefi

Track A: Creating Seamless Shopping Experiences

2:40 pm - 3:00 pm From Design To Installation To Management, Future Proofing The Digital Infrastructure
Bill Stutzman, Director of Strategic Initiatives,Ventus
Retailers are moving toward a unified commerce platform; applications from inventory, POS, digital signs, CRM, loyalty, VoIP, Wi-Fi, and cloud-based security are growing network demand 40% annually. Enterprise networks are in the midst of a renaissance that is driving innovation in a market that hasn’t changed in 30 years. 
•What are the defining elements that drove the need for a complete network overhaul
•The promise of easily configured networks meets the reality of the technical expertise required 
•Benefits of a managed service provider when the solution requires a heterogeneous collection of vendors and services 
•Zero-touch deployments and the level of coordination across the portfolio required to succeed

Executive, Ventus
Executive, Adidas


Bill Stutzman

Director of Strategic Initiatives
Ventus

Track A: Creating Seamless Shopping Experiences

3:00 pm - 3:25 pm Case Study Remix: Break The Digital Barriers And Modernize Your Stores
Srinivasan Rajamanickam, Sr. Director, Technology Strategy & Architecture,Coach
Srini is leading the technology strategy and architecture for Tapestry and will explain how his team have overcome  the challenges of digital store transformation using a combination of Mobile, Cloud and APIs. Srini will teach you how to incentivize your eCommerce, mobile, product, IT and instore teams to work towards common goals, doing what’s right for the brand at a macro-level:
•How to bring the ease of online to brick and mortar
•Leverage the voice of the online customer to inform instore process
•Engage customers with immersive instore technologies

img

Srinivasan Rajamanickam

Sr. Director, Technology Strategy & Architecture
Coach

Track B: Empowering Associates & Engaging Customers

2:05 pm - 2:15 pm Opening Remarks By The Conference Chair

Track B: Empowering Associates & Engaging Customers

2:15 pm - 2:40 pm Case Study Remix: Motivating Your Workforce for Outstanding Customer Experience
Antonio Zaccheo, VP, Store Operations,Sunglass Hut North America
Every brand in the retail industry is spending a lot of energies in making sure that a proper omni-channel strategy is in place, as well as the right technology to support it. Most of the time we lose track of the fact that retailers put in the hands of their associates their brand. The associates are the one delivering the experience to customers. A workforce motivated and engaged is the key to win in a high competitive and tougher retail market environment. Discuss
•Why to continue to invest in employees and their retention
•How to leverage the brand culture to engage associates
•10 non-negotiable behaviors implemented at Sunglass hut
•The power of one team one goal

img

Antonio Zaccheo

VP, Store Operations
Sunglass Hut North America

Track B: Empowering Associates & Engaging Customers

2:40 pm - 3:00 pm Case Study: How Cash Automation Can Elevate Your Customer’s Experience
Peter Wolf, SVP, Retail Markets,Glory
With rising labor costs and the need to enhance customer service, automation in retail and foodservice can drive operational efficiencies, improved customer service, and a complete re-imagining of the check-out experience. Cash still represents 30 to 60 percent of a retailer’s and foodservice operator’s transactions. Retailers spend millions of dollars annually on managing cash due to bank fees, time/labor costs and inefficient reporting which kills productivity and the customer experience. New cash automation technologies have the potential to reinvent the check-out experience and make cash processing almost as seamless as an electronic payment. 
This presentation will cover the truth about cash and share future cash management technologies and the impact they can have on a retailer’s business.
Topics will include:
•Reinventing the front-end
•Labor redeployment and Improving customer service 
•Automate the entire cash process closing the loop from tendered payment to the bank

img

Peter Wolf

SVP, Retail Markets
Glory

Track B: Empowering Associates & Engaging Customers

3:00 pm - 3:25 pm Panel Discussion: Educating Associates On Their Terms
Mercedes Roling, Director, Store Customer Experience ,Macy's, Inc. Mike Zorn, VP, Workplace Strategy,Workjam
The workforce is changing rapidly and now millennials are training Gen Z. How can you create development programs that make sense for today’s associates? Panelists will discuss:
•Methods for creating on-demand training that meets the needs of today’s associate
•Smaller modules that make training more digestible and effective
•Examples of virtual training programs that are working
•How to focus on relevancy for the associate so they understand what’s in it for them

img

Mercedes Roling

Director, Store Customer Experience
Macy's, Inc.

img

Mike Zorn

VP, Workplace Strategy
Workjam

Track C: Retailer-Only Connections

2:05 pm - 3:25 pm Invite Only VP Think Tank
This is your opportunity to gain honest feedback, debate strategic ideas and share high level insights in a closed door forum with your fellow retail executives.
This is an invitation-only session. If you wish to participate or would like to nominate yourself or a colleague, please contact: kristin.schoenstein@wbresearch.com

“I am so impressed with the quality of leadership that participates in the VP Think Tank and the egoless participation of all participants. The ability to transparently discuss the issues that we are facing today and collaborate on solutions and best practices is unparalleled.  I value the thought leadership and the think tank is one of my favorite sessions at Future Stores.”

Colleen Lewis, SVP, Retail, Coldwater Creek


3:25 pm - 4:10 pm Afternoon Refuel And Networking Break

Track A: Creating Seamless Shopping Experiences

4:10 pm - 4:35 pm Case Study: Elevating The Check Out Experience
Cedric Clark, VP, Operations,Sam’s Club
As we all know, check out is typically the least enjoyable part of the entire shopping experience. Once a person determines what they want to buy, the last thing they want to do is wait in a long line. Hear how one retailer is reinventing the check out experience.
Discuss:
•How to get started with transforming your check out process
•Determining what makes sense for your brand, can you eliminate the cash wrap altogether?
•How to integrate mobile
•Unexpected outcomes and lessons learned

img

Cedric Clark

VP, Operations
Sam’s Club

Track A: Creating Seamless Shopping Experiences

4:35 pm - 4:55 pm Client Case Study: How Mobile Vision and Augmented Reality Deliver The Blend Of Physical And Digital Shopping In Store
Dr. Samuel Mueller, CEO and Co-Founder,Scandit
By offering mobile barcode scanning apps, retailers can digitize the in-store experience. Customers can point their smartphone camera at a variety of items and instantly scan labels or tags to obtain product information. Overlaying augmented reality (AR) information in the camera viewfinder allows retailers to provide additional data such as size or ingredients, as well as product ratings.
img

Dr. Samuel Mueller

CEO and Co-Founder
Scandit

Track A: Creating Seamless Shopping Experiences

4:55 pm - 5:25 pm Panel: Gen Z Expectations For Shopping And The In-Store Experience
Emily Watkins, SVP, Real Estate & Construction,Charlotte Russe Leslie Grandy, Senior Director, Seattle Technology Development Center,Best Buy
Gen Z (born between the mid 1990s and 2000s) holds 44 billion in buying power and not surprisingly, their expectations, neuro physiology and shopping behaviors are different than the generations before them. What’s critical to know is that 98% of Gen Z shoppers prefer to shop in store. Find out more about:
•What Gen Z expects from brands and how they prefer to engage with brands
•How to incorporate the mobile experience into bricks for this always on generation
•Surprising trends about their shopping behaviors

img

Emily Watkins

SVP, Real Estate & Construction
Charlotte Russe

img

Leslie Grandy

Senior Director, Seattle Technology Development Center
Best Buy

Track B: Empowering Associates & Engaging Customers

4:10 pm - 4:35 pm Case Study: Engaging Customers In-Store Through Personal Assistants and Immersive Technology
Dave Ayers, VP, Technology,The Container Store
Many retailers are focusing heavily on services over products and experiences over transactions. Hear how The Container Store is enhancing their store experience by piloting in-store organizational experts and immersive technology that allows customers to work with an expert in a journey that starts with the customer providing pictures of their problems and ends with a personalized solution revealed to the customer via large-format touch screen devices in store.
Discuss:
·         Training and adoption challenges
·         The technology needed to bring this new store concept to life
·         How to best market this idea to customers and ensure adoption
·         Lessons learned
img

Dave Ayers

VP, Technology
The Container Store

Track B: Empowering Associates & Engaging Customers

4:35 pm - 4:55 pm Client Case Study: Creating Compelling AI Powered Customer Experiences
Kris Hamrick, Business Unit Executive,IBM
With augmented intelligence, marketers and ecommerce practitioners can quickly act on customer behavior and seamlessly create real-time, personalized, data-driven digital experiences at every touch point. Join us to hear how retailers are using AI to map and monitor the entire customer journey to create compelling and personalized shopping experiences
img

Kris Hamrick

Business Unit Executive
IBM

Track B: Empowering Associates & Engaging Customers

4:55 pm - 5:25 pm Panel Discussion Remix: What Are The New Store KPIs?
Steve Freeman, Director, Product Management,Macy's William Butler, VP, Retail Services,Carnival Cruise Lines
Traditional store metrics are quickly becoming irrelevant as they are mainly transaction based and stores are no longer just about sales. Hear from a group of retails about:
•How they developed new store KPIs
•How they reward and incentivize associates based on these new KPIs
•Getting buy-in for these new measures

img

Steve Freeman

Director, Product Management
Macy's

img

William Butler

VP, Retail Services
Carnival Cruise Lines

Track C: Retailer-Only Connections

4:10 pm - 5:25 pm Retailer Only Meet-Up: Maximizing The In-Store Differentiator—Engaged And Knowledgeable Associates
Mercedes Roling, Director, Store Customer Experience ,Macy's, Inc.
Host: Mercedes Roling, Director, Customer Experience, Macy’s
img

Mercedes Roling

Director, Store Customer Experience
Macy's, Inc.

5:25 pm - 6:25 pm Future Stores Carnival Reception