Balancing High Tech With High Touch

08:00 AM - 08:40 AM Continental breakfast

08:40 AM - 08:45 AM Welcome Remarks

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Mike Tippets

Vice President Of Media Services And Solutions
Hughes Network Systems, LLC

09:00 AM - 09:30 AM GUEST SPEAKER: The Jetsons Effect: Building An Engaging, Future-Ready Customer Experience

Micah Solomon, Author, High-Tech, High-Touch Customer Service, Customer Service Contributo, Micah Solomon
One of the challenges of our time is deciding where to put more, or less, human interaction into customer service and the customer experience. Using a fun yet useful framework of the Jetsons cartoon vision of the future, as well as much practical insight and examples, Micah will address self-service, timeliness, and other key issues of a future-friendly, engaging customer service experience.

Micah Solomon is one of the world’s leading authorities on customer service, company culture, and the customer experience. He’s a bestselling author, consultant, and keynote speaker and his books have been translated in more than a half-dozen languages and are the recipients of multiple awards. Micah’s a regular contributor to Forbes.com and his expertise has been featured in Inc. Magazine, Bloomberg BusinessWeek, CNBC, and the Harvard Business Review.

A business leader and entrepreneur himself, Micah built his own
company into a market leader in the manufacturing and independent entertainment field and was also an early investor in the technology behind Apple’s Siri. His broad expertise touches also on the patient experience in healthcare, retail, automotive,
hospitality, manufacturing, technology, banking, and finance.

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Micah Solomon

Author, High-Tech, High-Touch Customer Service, Customer Service Contributo
Micah Solomon

09:30 AM - 09:50 AM KEYNOTE: Customer Centric Retail—From Bricks To Web To Service

Matt Hornbuckle, Co-Founder, CEO, Stantt
With 75 different sizes modeled after body scans, Stantt co-founder Matt Hornbuckle wanted to provide a quick and cheap alternative to custom-tailored clothing. In this session, find out how Stantt has used an algorithm to re-invent men's sizing to create a custom fits without a tailor. Find out how the brand has grown and ways to create an effortless customer experience in-store and online.



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Matt Hornbuckle

Co-Founder, CEO
Stantt

09:50 AM - 10:10 AM KEYNOTE: Physical & Digital Unite: In-Store e-Commerce Brings The Best Of Both Worlds To Omni-channel Shopping

Craig Witsoe, CEO, Elo
Ecommerce is growing fast, but 80% of purchases still happen in physical stores. Consumers love the selection, product research, and convenience of the web, but also still love to shop in physical stores. Leading retailers are leveraging their existing responsive websites, mobile apps and other digital assets by bringing them in-store on large touchscreens for the ultimate ‘endless aisle' experience that conveniently uses their existing responsive or mdot site. In addition to phone, tablet, and desktop, responsive website designers are now considering the fourth omnichannel device – the in-store touchscreen. These large format touchscreens, often with EMV payment devices attached, allow customers to browse and buy from full on-line selections while in the physical store. Merchandise ships to home and store sales associates get sales credit. New commercial hardware, cloud technology, and responsive websites are making this merger of in-store and online amazingly simple, PCI secure, inexpensive, and scaleable.

Learning objectives:
  • Learn retailers best practices of making in-store ecommerce successful.
  • Learn the new technology that makes initiating a proof of concept possible in days
  • Learn how retailers have integrated secure in store payment, store POS, and website for a complete, seamless solution.

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Craig Witsoe

CEO
Elo

10:10 AM - 10:50 AM Networking and refreshment break and book signing with Micah Solomon

10:50 AM - 11:10 AM Keynote: Cleverosity--Look At The World Differently!

Eugene Alletto, CEO, bedgear performance bedding
Learn how to effectively compare your products to others in the market merely by OBSERVING more and locating the touch points that drive long-term purchasing habits amongst your customers.
Locate trends and find ideas that can become the foundation for your own creativity and innovative vision.
ELEVATE your guest’s experience – from providing them with compelling reasons to choose you, to creating a deeper connection between your product and their desires, and furthering their enjoyment of and attachment to your brand.
Spread that message to your team, embed in it their daily work processes and create a unique culture within your own organization.
These keys to success in today’s market, where change is constant and evolution is critical, will expand and enhance your business, product line and brand, to keep you in front of and apart from your competition.


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Eugene Alletto

CEO
bedgear performance bedding
Serial entrepreneur and investor Ken Seiff will chat with Billy May of Abercrombie and Fitch about which in-store technologies and trends will matter for retailers in 2016 and beyond and which ones will likely fall by the way side. Get insight into what will really impact the store experience and what should be viewed as a passing fad.
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Ken Seiff

Managing Director
Beanstalk Ventures
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Billy May

Senior Vice President / GM - Digital, eCommerce, and Corporate Development
Abercrombie & Fitch

11:40 AM - 12:00 PM PRESENTATION: Making The Internet Of Things A Reality For Retail

Craig LaRosa, Former Divisional Vice President, In-Store Experience And Design, Sears Holdings Corporation


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Craig LaRosa

Former Divisional Vice President, In-Store Experience And Design
Sears Holdings Corporation

12:00 PM - 12:20 PM The Future Stores Top 5 — What Are You Taking Back And Applying At Your Store?

Several members of the speaker faculty will highlight the most
important findings from the event so that you leave with a clear list of best practices and strategies to share with your team.

12:20 PM - 1:20 PM Networking Lunch For All Attendees

Site Tour A

1:20 PM - 4:00 PM University Village Tour

Located just 10 minutes from downtown, University Village is Seattle’s only outdoor lifestyle shopping center, offering a unique mix of over 120 locally-owned boutiques and signature national retailers.

Stops on the tour will include:
  • Amazon Bookstore
  • Nike Running
  • Lululemon
Stay tuned for complete list!

This site tour is currently full. To add your name to the waitlist, please email Haley Penney at haley.penney@wbresearch.com

Site Tour B

1:20 PM - 4:00 PM Filson Flagship

Alex Carleton, Creative Director, Filson
Tour Filson’s new 6000 square foot flagship store in the same building where they develop, sample, cut and sew their goods.

About FIlson:
Since 1897 Filson has been the “gold standard” for tough, comfortable outdoor clothing prized by hunters, anglers, engineers, explorers, miners and anyone who has a passion for the outdoors.

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Alex Carleton

Creative Director
Filson

Site Tour C

1:20 PM - 4:00 PM Impinj RAIN Experience Center (REC)

Larry Arnstein, Vice President Business Development, Impinj Inc.
If you missed this tour on Monday, come check out Impinj’s headquarters and see their technology up close and personal!

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Larry Arnstein

Vice President Business Development
Impinj Inc.

Site Tour D

1:20 PM - 4:00 PM Starbucks Reserve Roastery & Tasting Room

Lincoln Bechard, Event Specialist – Reserve Roastery & Tasting Room, Starbucks
If you missed the tour on Monday, now is your chance to join us for a behind the scenes tour of the roastery!

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Lincoln Bechard

Event Specialist – Reserve Roastery & Tasting Room
Starbucks

4:00 PM - 11:59 PM Conclusion of Future Stores 2016, see you next year!