Customer Experience

Sunday
January 16
8:45 am9:15 am
Javits North, Level 5, SAP Theatre
Under Brian Cornell’s leadership, Target is creating spectacular growth. Cornell’s vision includes a strategy with stores at the center of Target’s omnichannel platform and same-day digital fulfillment leadership. He also led outsized investments in team member pay, benefits and wellbeing, a curated assortment and more. Now, Cornell and his team are stepping up to even bigger challenges. In this fireside chat with NRF President and CEO Matt Shay, hear directly from Cornell, this year’s recipient of the NRF Foundation’s Visionary award, on how Target is leveraging its size, scale and resources to drive continued growth and achieve significant societal and sustainability ambitions in service to all.
Sunday
January 16
9:15 am9:45 am
Javits North, Level 5, SAP Theatre
Many digital-first companies focus solely on growth, believing it will automatically lead to profitability -- especially in e-commerce. Yet growth is only as good as the loyalty and trust you earn with your customers. Pet e-commerce leader, Chewy, is a premier example of how to drive massive growth -- with expected revenues this year of approximately $9 billion, nearly tripling in 3 years’ time – without losing sight of its North Star: an unmatched commitment to customers. Hear how Chewy CEO, Sumit Singh scaled the beloved pet retailer from a boutique startup to a world-class institution by doubling down on its mission to be the most trusted, convenient destination for pet parents and partners everywhere. A 2022 honoree of NRF's People Changing Retail's Future, Sumit has led Chewy's successful journey as CEO since March 2018 by rapidly innovating across the pet industry, from Food & Accessories, to Pet Healthcare and Services, now reaching both B2C and B2B customers.
Sunday
January 16
10:30 am11:00 am
Javits North, Level 4, Room 406, Riskified Stage

It is estimated that the Chinese should account for 50% of worldwide luxury purchases by 2025. Luxury brands are seizing the opportunity to tap into this market. In this session, Hilary Milnes from Vogue Business will talk with Rodrigo Bazan, CEO of pioneering fashion brand Thom Browne and Christina Fontana of Alibaba, sharing insight into how they are partnering to design unforgettable and elevated luxury shopping experiences.

Sunday
January 16
11:15 am11:45 am
Javits North, Level 4, Room 408, UST Global Supply Chain Stage

Customers return more than $1 trillion in merchandise annually. …And then what happens?  Join us as the experts explore returns management across the spectrum, including the challenges of handling product that is pushed back through the supply chain and how reverse logistics is emerging as the cornerstone of the circular economy.

Sunday
January 16
11:15 am11:45 am
Javits North, Level 4, Room 404, StarWind Stage

The slidedeck presentation is now available on slideshare. View now.

GDR Creative Intelligence CEO, Kate Ancketill will deliver inspirational insights from the world’s most resilient retailers. Analyzing the common factors behind these successful business models, Kate will share GDR's predictions of where we’re headed over the coming years.

Sunday
January 16
12:00 pm12:30 pm
Javits North, Level 4, Room 404, StarWind Stage

Please note: Members of the media may take notes but may not record audio or video in this session.

Shopper preferences are constantly evolving - from expectations around shopping and fulfillment to personalization and DE&I initiatives. Join Kantar's Rachel Dalton and The Walt Disney Company's Stephanie Young as they explore the opportunities to better engage shoppers and drive loyalty globally through elevated experiences, story-driven moments and new platforms and ecosystems.

Sunday
January 16
2:00 pm2:30 pm
Javits North, Level 4, Room 404, StarWind Stage

The slidedeck presentation is now available on slideshare. View now.

New York City hosts the opening of many incredible new retail environments each year, and despite global challenges 2020 and 2021 were no exception. Please join the Retail Design Institute’s Cynthia Hirsch Ortiz as she presents some exceptional experiences and enhanced features on a curated, virtual tour of store openings over the last two years. We seek to inspire each of you to physically visit these “must see" spaces as you walk the city of New York.  

Sunday
January 16
2:45 pm3:15 pm
Javits North, Level 4, Room 404, StarWind Stage

The slidedeck presentation is now available on slideshare. View now.

Facebook reported a 35 percent increase in the third quarter over the previous year. Meanwhile retailers continue to struggle to understand the real value of social media marketing, and spend more—just to maintain their position. Find out why organizations lack the fundamentals of customer engagement and what they should do differently to utilize data to ignite digital strategies that drive profitability by winning over the customer.

Sunday
January 16
3:30 pm4:00 pm
Javits North, Level 5, SAP Theatre
PepsiCo Foods CEO Steven Williams oversees all aspects of PepsiCo’s nearly $21 billion snack and convenient foods business in North America, including Frito-Lay North America (FLNA) and Quaker Foods North America (QFNA). In his role, Steven is accountable for more than 66,000 associates and over 500 locations across the United States and Canada. In this fireside chat, Steven will share insights from his more than 24 years of experience at the CPG stalwart about satisfying customers and consumers, and driving business growth through a relentless focus on building a faster, stronger and better business.
Monday
January 17
9:45 am10:15 am
Javits North, Level 5, SAP Theatre
The luxury lifestyle brand Ralph Lauren is on offense, investing to deliver value for its employees, consumers, communities, partners and investors around the world. In this fireside chat, Ralph Lauren CEO Patrice Louvet will share how, even as retailers continue to navigate a volatile global environment, the company is leveraging its iconic heritage while proactively translating its founder’s vision for a constantly evolving world — from building a resilient supply chain to making investments in areas like digital and personalization, as well scaling innovation to create a more circular economy. 
Monday
January 17
10:30 am11:00 am
Javits North, Level 4, Room 406, Riskified Stage
The slidedeck presentation is now available on slideshare. View now.

Five to ten years of online growth in only months, evolving supply chain challenges, and new unprecedented headwinds such as labor shortages - the COVID-19 pandemic has fundamentally changed the grocery landscape. During this session, Sajal Kohli, Global Lead for McKinsey’s Retail and Consumer Packaged Goods Practice, will identify trends in the grocery space and opportunities for grocers to win a higher share of stomach and compete effectively in the future.

Monday
January 17
11:15 am11:45 am
Javits North, Level 4, Room 406, Riskified Stage
Ecommerce has soared to close to 50 percent of sales in the past 18 months. Where will it land in 2022 and beyond? Does that matter? Probably not. Compressed timeframes are the new reality: during the short span of a few months, consumers' behavior fundamentally shifted. Retailers are now forced to think less about the "experience" and more about how to get consumers to transact. Direct-to-consumer and pure ecommerce players are now forced to think about not just getting consumers to buy, but how to build a better shopping experience. Digital expert and one of North America’s leading visionaries, Mitch Joel will share how to rethink consumers' commonly held beliefs about what works in commerce today, and how to decode the future by seeing what's coming next. Hear Mitch fill in the gaps and help build your business today for tomorrow.
Monday
January 17
12:00 pm12:30 pm
Javits North, Level 4, Room 404, StarWind Stage
The slide deck presentation is now available on slideshare. View now

Let's cut through the hype and dive deep into how the Metaverse will change the way people shop, live and communicate. WGSN has been tracking this third space since 2018 and will give critical analysis on how to drive conversions, embed brand awareness and explore how retailers can navigate these new digital waters.
Monday
January 17
12:00 pm12:30 pm
Javits North, Level 4, Room 409, Twilio Stage
If Whole Foods and 7-Eleven had a family it would look like the latest crop of convenience stores. Healthy prepared foods and good-for-you snacks are just part of the makeover underway as a new crop of players challenge the norm with a reimagined product offering and a side of technology. It's official: convenience now has a conscience and consumers are embracing the changes, including everything to kombucha to coffee bars and craft beers.  
Monday
January 17
2:00 pm2:30 pm
Javits North, Level 4, Room 404, StarWind Stage
Planning assortments with last year's sales data, this year's market interpretation and the upcoming trend forecast can be daunting enough.  With so many data points to consider, retailers are finding that artificial intelligence can be a path to making smarter and faster decisions, minimizing out-of-stocks and overstocks and decreasing markdowns, leading to improvements in customer satisfaction. Join us to learn how retailers are maximizing opportunities while remaining responsive and agile.
Monday
January 17
2:00 pm2:30 pm
Javits North, Level 4, Room 408, UST Global Supply Chain Stage

The future of ecommerce is fast. How fast?  How about between 20 minutes and two hours. The pandemic has accelerated a shift in consumers’ expectations of immediacy to the point where many now view two-day delivery as unacceptably slow. Enter Ohi, a next generation instant commerce platform that is working with DTC brands to improve the post-purchase experience and increase conversion rates and repeat purchases. What is the ROI of instant commerce, and will the trend stick?

Monday
January 17
3:30 pm4:00 pm
Javits North, Level 5, SAP Theatre
The retail industry is no stranger to myriad shifts in its ecosystem of players, from sourcing to sales. Best-in-class retailers maintain healthy leads ahead of competitors by evaluating the landscape and pulling the appropriate levers for agile responses to new challenges and forecasted opportunities for growth. In this fireside chat, Best Buy CEO Corie Barry will provide insights on the evolution of Best Buy's business, consumer shopping behaviors, and retail overall. This discussion will explore changes in the business from the last 18 months; the series of strategies Best Buy has deployed to differentiate from competitors, such as use of consultants, designers, services and support; matching its specialty expertise with the evolution of how people are shopping; and how previous investments in modernizing its supply chain have minimized disruptions and allowed increased inventory compared to levels of the past two years.
Tuesday
January 18
10:30 am11:00 am
Javits North, Level 4, Room 404, StarWind Stage

The slide deck presentation is now available on slideshare. View now

Physical retail has been blown into a thousand methodologies by the convergence of accelerated technologies and the underestimated effect of the Work-from-Home phenomenon. WD asked thousands of consumers across the spectrum to divulge their new preferences; where they will shop, how they will shop, and what version of physical shopping is most attractive to them given the fluid state of retail. Lee Peterson, EVP of Thought Leadership at WD, will explore current research results and recommend actions from these and other studies done during the last two years.

Tuesday
January 18
10:30 am11:00 am
Javits North, Level 4, Room 406, Riskified Stage

The slide deck presentation is now available on slideshare. View now

Jason Sigala Director of Events & Experiences The Avon Company and Brian Beitler CMO of QVC US and HSN will be sharing insight with Deborah Weinswig at Coresight Research into how they are embracing the latest innovations in livestream commerce to help transform the shopping experience, by blending entertainment with instant purchasing.

Tuesday
January 18
11:15 am11:45 am
Javits North, Level 4, Room 409, Twilio Stage
One of the apparel industry's main challenges is the issue of meeting customer expectations on fit and sizing accuracy in their online and in-store shopping journeys. Returns make up nearly 50% of fashion purchases today and the sky-high return rates are costing companies millions. In this session we explore the technologies bringing solutions forward and what they could mean for brands now and the years ahead. 

Session in collaboration with:

Tuesday
January 18
12:00 pm12:30 pm
Javits North, Level 4, Room 404, StarWind Stage

One of the most coveted marketing buzzwords is ‘community’. Brands that have managed to create a community of loyal followers who not only buy their products, but act as ambassadors – even evangelists –  have a distinct edge over competitors. How do brands balance content, community and commerce to flourish?

Tuesday
January 18
2:00 pm3:30 pm
Javits North, Level 5, SAP Theatre

2022 shows promise of a strengthening economy and healthy consumer spending with pent-up demand for goods and services. Positioning an organization to effectively leverage positive economic factors and a strong consumer still takes vision and a sense of staying true to the organization's mission given an increasingly level retail playing field. In three successive fireside chats, attendees will hear from influential female leaders who continue to steward their organizations with a combination of agility and a vision for growth to rule their domains.

In the opening discussion, WW International president and CEO Mindy Grossman will share her vision positively impacting the health and wellness industry with community, connection and personalization at scale.