Future Stores 2016 (past event)
June 20 - 23, 2016
Array
Where Physical and Digital Collide: Achieving Omni-Channel Integration
07:30 - 08:20 Continental breakfast and registration in the Innovation Lab
08:20 - 08:30 Welcome Remarks
08:30 - 08:45 Chairperson’s Opening Address
08:45 - 09:05 KEYNOTE: The NBA Store On 5th Avenue – A Fanatics Experience
- 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
09:05 - 09:25 KEYNOTE: Tackling The Democratization Of Retail— How To Stay Fresh And Maintain Relevancy
• Major shifts occurring in the retail landscape & the why behind them
• Resulting shifts in consumer expectations
• Opportunities for businesses to respond
09:25 - 09:45 KEYNOTE: Transforming The Retail Experience
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
09:45 - 10:30 Morning refreshment and networking break in the Innovation Lab
10:30 - 10:50 KEYNOTE: Redesigning Associate Expectations To Meet Changing Customer Needs
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:
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The importance to reinventing the associate’s role in-store
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How to hire and train for a role like this
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How to shift to experience-based metrics
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The benefits and unexpected findings of this change
10:50 - 11:10 Everything You Always Wanted To Know About Omni-Channel Personalization
11:10 - 11:30 CASE STUDY: BOPUIS Roll Out at DSW—Successes And 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
11:30 - 12:30 MASTER CLASS: Today 10% Of Total Retail Sales are Online…What Will Happen To Retailers When It’s 50%?
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.
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.
12:30 - 13:30 Networking Lunch For All Attendees
12:30 - 13:30 Private Lunch Hosted By Clutch
13:30 - 14:00 CASE STUDY REVOLUTION: Match.com Meets Retail
14:00 - 14:45 PANEL DISCUSSION: Which In-Store Mobile Technologies Best Engage And Connect Customers?
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
- 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
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
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
16:20 - 16:55 PANEL DISCUSSION: Put Inventory to Work: How Innovative Retailers are Transforming The Shopping Experience
Invite Only
16:55 - 17:55 VP Think Tank – By Invitation OnlyMain Conference
16:55 - 17:55 Champagne Roundtable DiscussionsKelly Soligon General Manager, Marketing, Microsoft Retail Stores Microsoft
Kari Harkins Senior Director of Store Operations DSW
Wade Allen VP Customer Engagement & Digital Innovation Chili's (Brinker International)
Alex Ciorapciu Head of Omnichannel Strategy EMEA RichRelevance
Shelley E. Kohan Retail Consulting Vice President RetailNext
David Munczinski Chief Executive Officer Brickwork
Keri Voke Senior Manager, Multi-Channel Strategy Walmart
Noel McMichael VP, Strategic Accounts LiveRamp
Sudhakar Shivashankar Product Director Mindtree
Michael Garel Founder, Chief Executive Officer eyeQ Insights, Inc.
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
17:55 - 19:00 Taste Of Pike Place Cocktail Reception
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