Where Physical and Digital Collide: Achieving Omni-Channel Integration

07:30 - 08:20 Continental breakfast and registration 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!

08:20 - 08:30 Welcome Remarks

08:30 - 08:45 Chairperson’s Opening Address

Craig Witsoe, CEO,Elo

Craig Witsoe


08:45 - 09:05 KEYNOTE: The NBA Store On 5th Avenue – A Fanatics Experience

Chris Brennan, SVP, Global Retail Development,NBA Brendan McQuillan, VP of Stadium Commerce,Fanatics
Chris Brennan, SVP, Global Retail at the NBA and Brendan McQuillan, VP of Stadium Commerce at Fanatics will share their experience launching the new NYC Flagship store and how they are seamlessly connecting the online and retail experience.
Attendees will learn how they have:
  • Integrated the latest technology and interactive displays into the NBA’s new Flagship store on 5th Avenue in New York City
  • Created an interactive and immersive basketball environment for NBA fans of all ages around the globe
  • Ensured that the NBA and Fanatics create a seamless omni-channel experience for all fans who visit the new Flagship


Chris Brennan

SVP, Global Retail Development


Brendan McQuillan

VP of Stadium Commerce

09:05 - 09:25 KEYNOTE: Tackling The Democratization Of Retail— How To Stay Fresh And Maintain Relevancy

Lindsay Angelo, Strategist,lululemon
Driven by a digital landscape, the maker’s movement & crowd-everything, we are witnessing disruption in the world of retail. Consumers are shifting from passively consuming a product to co-creating and inventing on their own. An army of authentic, innovative start-ups with engaged guests are emerging into the mix and the landscape is democratizing like never before. How can established businesses respond to maintain their “it” factor? This session explores the democratization of the retail landscape and resulting opportunities to flourish within it.

• Major shifts occurring in the retail landscape & the why behind them
• Resulting shifts in consumer expectations
• Opportunities for businesses to respond


Lindsay Angelo


09:25 - 09:45 KEYNOTE: Transforming The Retail Experience

Shelley E. Kohan, Retail Consulting Vice President,RetailNext
Understanding today’s retail landscape and utilizing enabling technologies to fully digest customers’ behaviors and shopping journeys are absolutely critical to creating inspired retail.
Applying measurable and relevant retail analytics across a broad range of retail formats – empowers the delivery of enhanced shopping experiences and drives increased sales and profits for the organization. However, the challenge with physical retail is the lagging gap between shopper adeptness with technologies which translate into experience expectations and retailers’ ability to deliver or exceed those expectations. The transformation of retail is business as “un” usual as brick-and-mortars strategize, measure and develop enabling technologies to drive store experience. Building a strategic framework around retail analytics will help retailers prepare for the future of physical retail. Attendees will learn:

• The technology adoption ladder for retailers and shoppers
• Where physical retail is heading for 2025
• How to build a strategic analytics framework


Shelley E. Kohan

Retail Consulting Vice President

09:45 - 10:30 Morning refreshment and networking break in the Innovation Lab

Head to the Innovation Lab to see the latest and greatest in retail technology and enjoy a snack with your colleagues

10:30 - 10:50 KEYNOTE: Redesigning Associate Expectations To Meet Changing Customer Needs

Jenica Myskowski, VP, Stores,Kate Spade & Company

As customers continue to have heightened expectations around their experiences in-store, retailers must rethink the role of the associate. Recognizing this, kate spade new york has changed the way they hire and educate their associates (now called muses) to more closely align with their brand philosophy and their goal of creating authentic interactions with customers.

Attendees will learn:

  • The importance to reinventing the associate’s role in-store

  • How to hire and train for a role like this

  • How to shift to experience-based metrics

  • The benefits and unexpected findings of this change


    Jenica Myskowski

    VP, Stores
    Kate Spade & Company

    10:50 - 11:10 Everything You Always Wanted To Know About Omni-Channel Personalization

    Alex Ciorapciu, Head of Omnichannel Strategy EMEA,RichRelevance
    Everybody’s talking about it, but what are the ones that are actually doing it, doing? Come find out about real world omnichannel use cases and how they are measured. This session shares best practices from omnichannel strategies around the world and helps identify use cases which are interesting for you. For a deeper dive, join us at our roundtable and let’s take a look at how you can draft an omni-channel roadmap for your business.

    Alex Ciorapciu

    Head of Omnichannel Strategy EMEA

    11:10 - 11:30 CASE STUDY: BOPUIS Roll Out at DSW—Successes And Stumbling Blocks

    Kari Harkins, Senior Director of Store Operations,DSW
    As convenience becomes critical to the customer experience, so does the link between their digital experience and the speed & efficiency of in-store execution. In this case study, we will share our story of bringing this to life through our implementation of BOPIS & BOSTS in a 6 week period from Pilot to full chain rollout. What were the successes? And more importantly, what were the stumbling blocks?
    Key takeaways:
    • How to align teams across multiple functions to achieve a common goal
    o Communication Planning
    o Change Management
    • The importance of transition and role clarity from the Innovation/Project team to the Store Operations team, and ultimately to our stores
    • The importance of immediate analytics along with internal and external customer feedback to adjust direction and achieve success


    Kari Harkins

    Senior Director of Store Operations

    11:30 - 12:30 MASTER CLASS: Today 10% Of Total Retail Sales are Online…What Will Happen To Retailers When It’s 50%?

    Rob Bogan, VP International Systems & Store Systems,Williams-Sonoma Shannon Warner, Consulting Partner & AVP Digital Transformation,Cognizant Technologies
    The retail operating model is changing at an unprecedented rate
    and 2015 marked the beginning of a tectonic shift:
    • In 2015 approximately 10% of total retail sales were made online, and online sales are growing at three times of the rate of total retail sales.
    • More traffic went online on Black Friday than walked into stores.
    • Significant supply chains advancements have been made reducing costs and improving speed of service.
    • A rash of retailers have announced store closings while others have boldly proclaimed omni-channel and digital to be their core growth strategies.
    There’s no question that digital is the future, yet we instinctively know that customers will always shop in stores.

    What will it mean to retailers when 50% of total retail sales occur online? And what will the role of digital be in stores? What are the implications to real estate, store design, supply chain, point of sale, customer acquisition, and more? And, what are the critical
    strategies retailers should be focused on today to make sure they survive the tectonic shifts to the retail operating model?

    In this session we will illustrate what retail may look like in 2020 and recommend the top strategies on which retailers should be focused.

    Rob Bogan

    VP International Systems & Store Systems


    Shannon Warner

    Consulting Partner & AVP Digital Transformation
    Cognizant Technologies

    This is an invitation only lunch featuring a presentation from Brad Marg, COO, Clutch.com on "The 5 Must Haves To Supercharge Your Customer Experience".

    Brad Marg

    Chief Operating Officer

    13:30 - 14:00 CASE STUDY REVOLUTION: Match.com Meets Retail

    David DiMeo, Senior Director, Innovation,Ford Direct

    David DiMeo

    Senior Director, Innovation
    Ford Direct

    From beacons to mobile payments to in-store apps, there are countless ways to improve the in-store experience with mobile. Panelists will talk about how the right mobile tools can enable employees to have more meaningful interactions with customers and allow customers to have an easier, more enjoyable shopping experience.

    Jerry Rightmer

    Executive Vice President, Chief Product and Strategy Officer


    Jeremy Xavier

    Senior Director, Mobile
    American Eagle Outfitters


    Sam Halse


    14:45 - 15:25 CASE STUDY REVOLUTION: The Right Solution To The Right Problem—How to inform design decisions with a true understanding of the crosschannel customer in context

    Nikki Easterday, Experience Design Manager,REI Matthew Powell, Experience Design Manager,REI
    Nikki Easterday and Michael Powell of REI will walk you through their process of using customer insight in the design thinking process to create engaging and memorable retail experiences.
    • Starting with the customer & carrying customer insight through the design process in order to inform physical and digital design decisions
    • Strategies for informing physical design with insights from the research of digital behavior
    • Low-fidelity prototyping and co-design of physical, digital, and integrated space to validate before it’s too late
    • Knowing you got it right; involving customers and staff in ongoing engagement measurement of high fidelity in real-world retail environment

    Nikki Easterday

    Experience Design Manager


    Matthew Powell

    Experience Design Manager

    15:25 - 16:00 Networking break in the Innovation Lab

    16:00 - 16:20 PRESENTATION: The Digital Guest Experience – Chili’s Key Ingredient In The Fight For Share Of Stomach

    Wade Allen, VP Customer Engagement & Digital Innovation,Chili's (Brinker International)
    From pay-and-go tabletop tablets, to the Skip the Line™ functionality in the Chili’s app, to the entirely digital My Chili’s Rewards loyalty program, Chili’s continues to deepen guest engagement through multiple touchpoints.
    Join Chili’s VP of Customer Engagement and Digital Innovation, Wade Allen, as he shares the brand’s learnings on creating a digital guest experience that drives more efficient operations, in addition to greater share of wallet.
    What attendees will learn:
    • The importance of building an infrastructure with the guest experience at the core
    • The key to getting to market quickly regardless of scale
    • What’s next for digital innovation and how brands get ahead of the curve

    Wade Allen

    VP Customer Engagement & Digital Innovation
    Chili's (Brinker International)

    16:20 - 16:55 PANEL DISCUSSION: Put Inventory to Work: How Innovative Retailers are Transforming The Shopping Experience

    Larry Arnstein, Vice President Business Development,Impinj Inc. Joyce Lee, New Product Incubation,Google Jason Chen, VP of Retail & Business Development,WithMe
    With billions of retail items already connected with RAIN RFID, retailers are adding new use-cases in store operations, omnichannel, shopping experience, analytics and loss prevention. Join this interactive discussion with leading brands and retailers to learn how they are putting their inventory to work and transforming the shopping experience.

    Larry Arnstein

    Vice President Business Development
    Impinj Inc.


    Joyce Lee

    New Product Incubation


    Jason Chen

    VP of Retail & Business Development

    Invite Only

    16:55 - 17:55 VP Think Tank – By Invitation Only
    This is your opportunity to gain honest feedback, debate strategic ideas and share high level insights in a closed door forum.

    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
    At Future Stores you’re in control! Get involved in our unique, open-mic, peer-to-peer tables for the best conversations you’ll have all year. Talk about your key challenges and hear how other organizations are overcoming them. After 30 minutes, you’ll rotate tables and tackle a new topic with a new expert host.

    1. Everything you always wanted to know about omni-channel personalization
    Moderator: Alex Ciorapciu, Head of Omni Channel Strategy EMEA, Richrelevance

    2. Real time visibility of shopper metrics
    Moderator: Shelley E. Kohan, VP, Retail Consulting, RetailNext

    3. Topic Pending
    Moderator: David Munczinski, CEO, Founder, Brickwork

    4. How to measure the influence of digital advertising on in-store transactions
    Moderator: Noel McMichael, VP, Strategic Accounts LiveRamp

    5.Browsing for 10, gone in 20: Arm sales associates with the sixth sense to drive in-store conversions
    Moderator: Sudhakar Shivashankar, Product Director, Mindtree

    6. Designing for In-Store Personalization
    Moderator: Michael Garel, Founder, Chief Executive Officer, eyeQ

    7. Trends and challenges with the Digital Guest Experience
    Moderator: Wade Allen, VP, Customer Engagement and Digital Innovation, Chili’s (Brinker International)

    8. Challenges and best practices with a BOPUIS roll out
    Moderator: Kari Harkins, Senior Director, Store Operations, DSW

    9. Creating fans in retail
    Moderator: Kelly Soligon, General Manager, Marketing, Microsoft Retail Stores, Microsoft

    10. Lean start-up mindset: remaining agile in an enterprise environment
    Moderator: Keri Voke, Senior Manager, Multi-Channel Strategy, Walmart

    11. Getting cross-channel collaboration around prototyping and piloting new technology

    12. Examples of online successes that can be applied to the store setting

    13. Creating interactive and personalized experiences with beacon technology

    Kelly Soligon

    General Manager, Marketing, Microsoft Retail Stores


    Kari Harkins

    Senior Director of Store Operations


    Wade Allen

    VP Customer Engagement & Digital Innovation
    Chili's (Brinker International)


    Alex Ciorapciu

    Head of Omnichannel Strategy EMEA


    Shelley E. Kohan

    Retail Consulting Vice President


    David Munczinski

    Chief Executive Officer


    Keri Voke

    Senior Manager, Multi-Channel Strategy


    Noel McMichael

    VP, Strategic Accounts


    Sudhakar Shivashankar

    Product Director


    Michael Garel

    Founder, Chief Executive Officer
    eyeQ Insights, Inc.

    17:55 - 19:00 Taste Of Pike Place Cocktail Reception

    Relax, unwind and discuss the day with your new friends at our
    Taste of Pike’s Place reception featuring local specialties. If you are interested in sponsoring this reception, please contact Harvey Golub at harvey.golub@wbresearch.com or 646-200-7527

    19:00 - 23:59 Conclusion of Day One