Future Stores Miami 2019

February 05 - 07, 2019

JW Marriott Miami, FL

Day Two: Innovations In Customer Experience & Technology

Wednesday, February 6th

Learn how innovative new technologies and an emphasis on personalization can drive customer engagement

7:00 am - 8:00 am 305 Fitness Class Led By Sadie Kurzban, CEO & Founder, 305 Fitness (meet @ 6:50)

Sadie Kurzban - Founder & CEO, 305 Fitness
You’re invited to our cardio party! Join us bright & early for an energizing dance cardio workout with the CEO & Founder of 305 Fitness, Sadie Kurzban. 305 Fitness is a multi-million dollar business with more than 50,000 clients who swear by the high-energy classes. Enjoy an amazing dance workout with easy-to-follow choreography set to modern club music.

Required: Comfortable exercise clothing, sneakers
NOT REQUIRED: Dance experience. Yes, really! Anyone can do this class. No dance experience required.

If you’re interested in attending, please contact our Future Stores Miami Program Director - ellen.granoff@wbresearch.com

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Sadie Kurzban

Founder & CEO
305 Fitness

8:00 am - 8:35 am Continental Breakfast & Registration In The Innovation Lab

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Ellen Granoff

Program Director - Future Stores Miami 2019
Worldwide Business Research

Hear from the exclusive non-profit partner of the Future Stores conference, St. Jude Children’s Research Hospital. We are proud to support St. Jude in their mission to advance cures, and means of prevention, for pediatric catastrophic diseases through research and treatment
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Jeri Shipman

Director, Business Development, Strategic Partnerships
St. Jude Children’s Research Hospital

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Sarah Williams

Senior Advisor, Strategic Partnerships
St. Jude's Children's Research Hospital

8:50 am - 9:05 am Chairperson’s Opening Address

9:05 am - 9:30 am Keynote Case Study: Transforming The DSW Customer Experience Through Innovation

Brian Seewald - SVP, Customer Experience & Operations, DSW Chris Rehkopf - Manager, Store Operations - New Initiatives & Tests, DSW
During this dynamic keynote session, the DSW customer experience team will share how they are breaking “retail as usual” through retail innovation. The team will discuss their most recent Store Of The Future Concepts and will share learnings and insights from their efforts to transform the customer journey. Join us to explore:
-          What it means to break “retail as usual”
-          How the “Store Of The Future” will change retail
-          Visions for the future of customer experience
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Brian Seewald

SVP, Customer Experience & Operations
DSW

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Chris Rehkopf

Manager, Store Operations - New Initiatives & Tests
DSW

9:30 am - 9:50 am Keynote Fireside Chat: Align Online And In-Store To Create A Seamless Fulfillment Experience For Your Customers

Emmanuele Vinciguerra - President, Americas, Vilebrequin
From buy online / pick-up in store to buy in-store for home delivery and everything in between, consumers have a vast array of choices when choosing how and when they want their purchases fulfilled. However, confusion arises when retailers must reconcile store stock with what is available in warehouses and distribution centers and when orders are placed online. Takeaways from this session include techniques for:

- Determining which metrics from historical data and demographic information can help you to forecast demand for item types, sizes and styles in different channels
- Allocating item availability to different channels based on this data
- Reducing your reliance on price optimization strategies by synthesizing stock levels across channels
- Using a comprehensive understanding of how your stock sells in each channel to make cost-saving allocation decisions 
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Emmanuele Vinciguerra

President, Americas
Vilebrequin

9:50 am - 10:15 am Keynote Presentation: How Making Sweat Sexy Can Make Retail Work

Sadie Kurzban - Founder & CEO, 305 Fitness
Sadie Kurzban is the Founder & CEO of 305 Fitness, an innovative dance cardio workout class that features a live DJ and a club atmosphere for each and every sweat sesh. Self-described as, “fun, wild, and hard AF,” the class has taken the fitness industry by storm. Sadie’s session will explore experiential retail in the fitness industry and delve into how her model for innovation and growth can be applied to your company.
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Sadie Kurzban

Founder & CEO
305 Fitness

10:15 am - 11:00 am ‘On A Roll’ Morning Refreshment & Networking Break In The Innovation Lab

Roll up to our morning refreshment break and grab a coffee and one our famous cinnamon buns before returning to the session room.

11:00 am - 11:30 am Keynote Case Study: The Power Of A Growth Mindset

Gene Lunger - EVP, Licensee Operations, Business Development & Retail Education, Ashley Homestore
In today’s rapidly transforming retail landscape, one of the greatest constraints to progress - and ultimately success - isn’t budget, talent or resources … it is the mindset of leadership. Everyone wants to change and win, but it’s “easy say” … not “easy do”. In this session you will be asked to reflect on your own mindset towards the future and be challenged and provoked to adjust the way you think to speed your progress towards innovating your guest experience, your retail environment, and your RESULTS. 

- Accept and deal with the fact that your belief system is either an accelerator or a constraint to your progress, both personally and professionally
- Take the steps to stimulate your personal growth leading to a fresh perspective on establishing sustainable competitive advantages in your professional arena.
- Challenge yourself to escape your traditional beliefs and behaviors – exit your comfort zone to enter the learning zone, ultimately achieving meaningful change and forward progress.
- Walk away ready to challenge the status quo, avoid “going along to get along”, and ready to take the initiative on driving true and meaningful growth in your life and career.

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Gene Lunger

EVP, Licensee Operations, Business Development & Retail Education
Ashley Homestore

11:30 am - 11:50 am Panel Discussion Remix: Understanding In-Store Behaviors: Using Customer Data To Shape Optimal In-Store Experiences

Megan Kohout - VP, eCommerce, Kendra Scott Chavie Lieber - Sr. Reporter, The Goods
Online retailers are able to collect seemingly infinite points of data; from their visitor’s device location to which items they viewed to how many clicks it took them to make a purchase. This session will explore how physical stores can measure and analyze in-store behavior on a similar scale to online retailers, using tactics such as: 

- Utilizing WiFi triangulation to determine consumer paths and dwell times in the store 
- Installing motion sensors and smart-light fixtures to measure traffic to different departments 
- Reviewing standard security footage to determine how long customers are willing to wait in line, how they behave when they are unable to find store associates, and what is driving their cart abandonment 
- Developing a holistic understanding of existing in-store customer behaviors that can inform store experience design decisions 

Megan Kohout

VP, eCommerce
Kendra Scott

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Chavie Lieber

Sr. Reporter
The Goods

11:50 am - 12:20 pm Keynote Panel Discussion: Technology Not For Technology’s Sake: Examining The Value Of In-Store Tech

Kambiz Hemati - VP, Global Store Design, Foot Locker Andrea Wasserman - VP, Retail Experience, Verizon
With more advanced systems, programs and devices for consumer experiences being developed every day, it’s tempting to want to join the technology rat race. However, investing in technology just to follow a fad can lead to wasted budget. This session will explore ways to integrate cutting edge technology in your store to drive long term customer engagement. Key takeaways include:

- Balancing the cost of investment in new technologies with their potential value
- Determining which technologies are beneficial and which might just be ‘party tricks’
- Establishing a balance between practical utility and surprise & delight
- Choosing technologies that can be integrated into existing store systems
- Ensuring your technology stack is optimized to give you a good return on investment
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Kambiz Hemati

VP, Global Store Design
Foot Locker

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Andrea Wasserman

VP, Retail Experience
Verizon

12:20 pm - 1:20 pm Lunch For All Attendees

12:20 pm - 1:20 pm Invitation-Only Private Lunch


Track A: The Future of Employee Engagement

1:20 pm - 1:30 pm Chairperson Opening Remarks
Jordan Ekers - Co-Founder & Chief Customer Officer, Nudge Rewards
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Jordan Ekers

Co-Founder & Chief Customer Officer
Nudge Rewards

Track A: The Future of Employee Engagement

1:30 pm - 1:55 pm Fireside Chat: Exploring The Risks And Rewards Of BYOD Programs
Shari Rossow - Retail Operations Vice President, Best Buy Co Kari Harkins - Senior Director, Store Operations, DSW
There is an increasing shift towards BYOD (bring your own device) associate programs that allow store employees on the floor to use personal devices to access data on customers and complete transactions without returning to a POS register. However, stores cannot legally install tracking software on personal smartphones and allowing associates to use their smartphones at work can lead to distractions, lower productivity, and security risks. This interactive session will explore the benefits as well as the risks of implementing a BYOD program at your organization.

There will be a bowl outside the general session room up until the morning break that you can use to submit your most pressing questions and concerns about BYOD programs. The questions that you want answers to will be incorporated into the fireside chat. We will vote before and after the session about whether you think a BYOD model could work for your retail organization.

This fireside chat will explore such questions as:
a. Understanding the perceived and actual security risks in allowing store associates to process purchase information and credit card details on a personal smartphone device
b. Ensuring that personal devices are only being used for store functions (and not for distractions like social media) without infringing on associates’ right to privacy
c. Standardizing training for store associates across the wide range of smartphone operating systems

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Shari Rossow

Retail Operations Vice President
Best Buy Co

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Kari Harkins

Senior Director, Store Operations
DSW


Track B: Personalization & Omnichannel

1:20 pm - 1:30 pm Chairperson Opening Remarks

Track B: Personalization & Omnichannel

1:30 pm - 1:55 pm Case Study: Omnnichannel Is Not Enough: Empowering Buying In A Mobile-Obsessed World
Sean Ludick - GM of WW Channel & Devices Marketing, Microsoft
Today, the path to purchase is broken. Customers begin their shopping experiences digitally, on the web, on social, using multiple devices (often simultaneously). Their choices are seemingly endless, and infinitely confusing as a result. And for high value purchases, that's why 90% of online shoppers will head into a store at some point during their buying journey. 

Unfortunately, the store experience is also overwhelming and disjointed from what they experienced online. It’s essentially starting over again and in many cases customers fall into choice paralysis. In some cases, they will still buy but may not end up completely satisfied with their purchase. Or, they give up and decide to wait. This is something, as marketers, we all need to change.

Watch Sean Ludick lay out the new pathway, as he gives an exclusive first look at Synchronized Shopping – Microsoft's exciting, soon-to-launch vision for a new multi-device, multi-sensory experience that places consumers right at the center. This session will:

- Illustrate what an omnipresent retail experience looks like, where customers are helped to find the right product every step of the way.
- Roadmap and highlight technological capabilities for companies and retailers through actionable steps (IE: PDPs, Widgets, beaconing, etc).
- Showcase case studies related to today’s shopper and the contemporary buying journey, the drivers that have influenced Microsoft’s program for a new paradigm.
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Sean Ludick

GM of WW Channel & Devices Marketing
Microsoft

Track A: The Future Of Employee Engagement

1:55 pm - 2:05 pm Technology Innovation Spotlight: Mobility Solutions for Employee Empowerment and Increased Productivity
Bob Paulsen - CEO, PlayerLync
Attend this session to:
1.       Understand how Content Management facilitates Human Capital Management
2.       Learn why HCM and motivation creates better performance and ultimately engagement
3.       Calculate the impacts engagement has on increasing revenue and reducing costs

This session will also explore individualized, controlled and ready access to the most relevant content as well as the importance of mobility and leveraging shared devices in Retail.
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Bob Paulsen

CEO
PlayerLync

Track A: The Future Of Employee Engagement

2:05 pm - 2:35 pm Panel Discussion Remix: Enhancing Efficiency In Your Business Through Revamped Associate Hiring And Training Processes
Gene Lunger - EVP, Licensee Operations, Business Development & Retail Education, Ashley Homestore Agatha Kulaga - Founder & COO, Ovenly Bob Paulsen - CEO, PlayerLync
As store associates take on new responsibilities and roles in stores, it is important to adapt your hiring and training processes to acquire, retain and train talent that is well-aligned with your store’s identity. While many retail skills are transferrable between retail jobs and across industries, there are some qualities that make a good associate that cannot be trained. Learn how to revamp your hiring and training programs in this group discussion. 

- Developing interactive trainings to instruct new associates on store policies and practices 
- Determining which industries have employees whose skills are easily transferrable to retail 
- Establishing guidelines for which qualities and skills can be taught and which are inherent, personality-related qualities 
- Spending less time, money and energy hiring and training through refined employment criteria and more effective trainings 

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Gene Lunger

EVP, Licensee Operations, Business Development & Retail Education
Ashley Homestore

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Agatha Kulaga

Founder & COO
Ovenly

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Bob Paulsen

CEO
PlayerLync

Track B: Personalization & Omnichannel

1:55 pm - 2:05 pm Technology Innovation Spotlight
Attend this session to get a firsthand look at the latest in-store tech. 

Track B: Personalization & Omnichannel

2:05 pm - 2:35 pm Panel Discussion Remix: Chore vs. Cherish: Adapting Your Retail Experience To Be In Tune With Your Customer & Product
William Butler - VP, Retail Services, Carnival Cruise Line Jennifer Stone Williams - Vice President, Retail Services, Perry Ellis International Andrea Wasserman - VP, Retail Experience, Verizon
The retail behavior that a customer exhibits when grabbing a prescription from their local pharmacy is quite different from their behavior when exploring a designer boutique. This session will refine your understanding of the difference between chore shopping and cherish shopping and help you to curate retail experiences for your customers accordingly. We will delve into: 

- Training associates to differentiate between “chore” and “cherish” shoppers and cater their service accordingly 
- Curating personalized experiences to either promote ease and speed or service and interactivity according to purchase behaviors 
- Incorporating elements of delight into both chore and cherish shopping experiences to enhance customer experience 
- Using an understanding of both your product’s core identity and that of your customer to ensure that their shopping experience is in tune with what they are buying 

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William Butler

VP, Retail Services
Carnival Cruise Line

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Jennifer Stone Williams

Vice President, Retail Services
Perry Ellis International

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Andrea Wasserman

VP, Retail Experience
Verizon

2:35 pm - 3:20 pm Keep Calm And Finish Strong Networking Break In The Innovation Lab

We’re almost through with day two; grab a coffee and a snack before we finish strong with this afternoon’s track sessions.

Track A: The Future Of Employee Engagement

3:20 pm - 3:45 pm Case Study Revolution: The Experience Matters: How to Empower Your Front Line to Drive Bottom Line Results
Tony Balakas - CEO and Co-founder, Sweet Tree Apothecary & Cannabis Company Jenn Juby - Director, Retail Operations, MJardin
In today’s brick and mortar retail environment, the in-store experience is paramount to building a loyal client base and repeat visits that drive revenue and profit.   This is particularly true in the cannabis industry, where retailers are constrained by State or Federal marketing laws, all while welcoming many new consumers to the experience of purchasing legal cannabis.  To succeed in this new and constantly changing retail industry, in-store associates must be empowered with the proper training, engagement, and education to provide their clients with an informative, enjoyable and comfortable experience that leads to repeat visits, customer loyalty and bottom line results. In this session, Tony Balakas, CEO and co-founder of Sweet Tree Apothecary and Cannabis Co., and Jenn Juby, Director of Retail Operations, MJardin Group will cover how they drive successful business results:

•The importance of investing resources and energy into training, developing, and empowering employees to drive revenue and profits
•How to create exceptional client experiences in the retail cannabis space. 
•The strategic role of store design that allows clients to create their experience within the retail space - from a quick interaction to a conversational and educational encounter.
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Tony Balakas

CEO and Co-founder
Sweet Tree Apothecary & Cannabis Company

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Jenn Juby

Director, Retail Operations
MJardin

Track A: The Future Of Employee Engagement

3:45 pm - 3:55 pm Technology Innovation Spotlight
Attend this session to get a firsthand look at the latest in-store tech. 

Track A: The Future Of Employee Engagement

3:55 pm - 4:25 pm Panel Discussion Remix: Techniques For Retaining Your Talent: How To Inspire Loyalty And Longevity In Associates
Mark Qualls - VP, Store Operations, GameStop Roberta Bonoff - President & CEO, Creative Kidstuff
The transferability of many retail sales skills makes it extremely easy for associates to jump ship for other store opportunities on a whim. Furthermore, salary is a key differentiator amongst retailers, but not every organization can afford to be competitive in compensation. This session will explore alternative strategies for retaining your talent when you can’t afford to throw money at the situation. You’ll learn how to retain talent cost effectively in this takeaway filled session.
- Evaluating if your retail organization actually needs long-term associates or if your business model can sustain turnover
- Implementing ongoing training in brand-specific skills and knowledge so that associates are selling something they know and believe in
- Offering flexibility in shift hours using digital workforce tools
- Illustrating clear paths for career advancement and reward programs through regular touchpoints
- Eliminating the need to be constantly hiring to fill constant vacancies

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Mark Qualls

VP, Store Operations
GameStop

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Roberta Bonoff

President & CEO
Creative Kidstuff

Track B: Personalization & Omnichannel

3:20 pm - 3:45 pm Case Study: Case Study: Retail Experience Lessons From China
Patrick McIntyre - Head of Global Retail, Mars Retail Group, a division of Mars Inc.
As an extension of a CPG company, M&M’s Retail continues to learn and grow in D2C.  In 2014, the business opened its first store in Asia, located in Shanghai, China, with little knowledge about the unique demands of the market and customer. Fast forward a few years, and M&M’s Retail had an opportunity to reset the store taking into consideration some of the key learnings. Since re-opening in September 2018, the M&M’s Shanghai store now represents the very best the brand has to offer in product and customer experience tailored for the Chinese customer. 

Takeaways: 
• Using data and insights to understand your customer 
• The role of personalization and the in-store experience 
• Creating a consistent consumer experience online and in store. 
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Patrick McIntyre

Head of Global Retail
Mars Retail Group, a division of Mars Inc.

Attend this session to get a firsthand look at the latest in-store tech. 
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Jon Croy

Co-founder & VP Operations
Point Inside

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Christoph Eisenack

Head of Marketing for Retail & Hospitality
Signify, Home Of The Philips Lighting Brand

Track B: Personalization & Omnichannel

3:55 pm - 4:25 pm Panel Remix: In-Store Strategies For Driving Loyalty Through Unified-Commerce Personalization
Robert Sorce - VP, Retail, Diane Von Furstenberg Marek Szeszycki - UX Design Lead, Stores, Gap
Consumers can now shop your brand through a myriad of platforms, across a range of personal devices and in a series of different store locations. However, despite this multi-platform behavior, they still expect you to deliver a unified commerce experience that is personalized for their preferences. This session will explore techniques for: 

- Collecting and logging in-store behavior for usage in post-visit communication and promotions 
- Utilizing online data to personalize in-store experiences 
- Determining the correct level of personalization for customers that is helpful without being intrusive 
- Synthesizing these online and offline consumer behaviors to provide loyalty benefits and customized service that result in repeat visits 

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Robert Sorce

VP, Retail
Diane Von Furstenberg

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Marek Szeszycki

UX Design Lead, Stores
Gap

Listen and be motivated by an accomplished group of fierce femmes; then, cultivate new friendships with your table group

Retailer Only.
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Jieh Greeney

General Manager, Head of Retail Activation, Global Flagship
Tiffany & Co.

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 institutions are overcoming them.  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.

Table 1: Brand Storytelling Through Display
Host: Caroline Brown, Director of Visual Merchandising, MM.LaFleur

Table 2: Putting Down Roots: Tips For Growing In The Offline Retail Landscape As An Ecommerce Company 
Host: Dean Handspiker, VP Design – Product & Store Development, Indochino

Table 3: Sweet Success: Lessons Learned At M&M’s World Through 20 Years Of Operation
Host: Patrick McIntyre, Head of Global Retail, Mars Retail Group, a division of Mars Inc

Table 4:  Leading with Values: Inspiring Brand Loyalty Through Purpose
Host: Agatha Kulaga, Founder & Co-President, Ovenly

Table 5 Host: Kambiz Hemati, Foot Locker

Table 6 Host: Sam Karshenboym, COO, 305 Fitness
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Caroline Brown

Director of Visual Merchandising
MM.LaFleur

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Dean Handspiker

VP Design – Product & Store Development
Indochino

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Patrick McIntyre

Head of Global Retail
Mars Retail Group, a division of Mars Inc.

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Agatha Kulaga

Founder & COO
Ovenly

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Kambiz Hemati

VP, Global Store Design
Foot Locker

Sam Karshenboym

COO
305 Fitness

5:20 pm - 6:20 pm Miami Mixer Cocktail Reception

Mix and mingle with fellow attendees at this evening’s cocktail reception! Speaking of “mixing,” make sure to check out our amazing mixologist for a creative craft cocktail to sip on as you explore the Innovation Lab.

6:20 pm - 6:20 pm End of Day Two