Customer Experience

Sunday
January 16
8:45 am–9:15 am

The Visionary 2022: A conversation with Target CEO Brian Cornell

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.
Sunday
January 16
10:30 am–11:00 am

Capturing the Chinese luxury consumer

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 Alibaba and a leading global luxury brand, sharing insight into how they are partnering to design unforgettable and elevated luxury shopping experiences.

Sunday
January 16
2:00 pm–2:30 pm

New York City virtual store tour: a sneak preview of new openings

New York City hosts the opening of many incredible new retail environments each year, and in spite of global challenges 2020 and 2021 were no exception. Please join the Retail Design Institute’s Ray Ehscheid as he 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
2:00 pm–2:30 pm

Understanding the digital consumer in 2022 and where we go from here

Michael Wolf, founder and CEO of Activate, will examine the tech, media and gaming trends driving consumer buying behavior in 2022. He will explore the opportunities that exist for brands in virtual gaming worlds and the future of avatar personalization.

Sunday
January 16
2:45 pm–3:15 pm

New opportunities arising from the changing workplace

The "working from home" concept has become prevalent, or at least optional for many over the last couple of years. It has changed the future of the workplace, and disrupted support businesses like drycleaners, deli's--and retail. Hear how retail environments are shifting to accommodate this new idea of live/work spaces, as former concepts give way to changing customer needs and adapt to new possibilities.
Sunday
January 16
3:30 pm–4:00 pm

Lesson learned from CPG to accelerate growth for future success – A conversation with PepsiCo Foods CEO, Steven Williams

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.
Monday
January 17
10:30 am–11:00 am

Upending the culture of convenience

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
11:15 am–11:45 am

Worth the hype? What brands should know

A lot of buzz and excitement surrounding these unique tokens have to do with digital art and creative work, but does the rise of NFTs bring forward new opportunities for brands to interact with a new younger audience? We will be exploring ways in which brands can utilize NFTs and understand what this means for businesses moving forward.
Monday
January 17
12:00 pm–12:30 pm

Size inclusivity: How to do plus size fashion

The market for plus-size fashion is worth nearly $30 billion in the US alone. In this session Marie Denee, creator and editor-in-chief of The Curvy Fashionista talks to Alexandra Waldman, co-founder and creative director of Universal Standard, Jessica Murphy from TrueFit and Ben Barry, Dean of Fashion at Parsons school about why the fashion industry needs to rethinking its approach to the plus-size market, prioritizing investment in fit, style and choice.

Monday
January 17
2:00 pm–2:30 pm

AI demand planning: a game changer for redefining traditional practices reducing inventory, returns and markdowns

Planning assortments with last year's sales data, this year's market interpretation and the upcoming trend forecast can be daunting enough--then add in brand identity and customer expectations and it's overwhelming! With so many data points to consider, retailers are finding that artificial intelligence is the path to making smarter and faster decisions minimizing out-of-stocks and overstocks, and decreasing markdowns, leading to improvements in customer satisfaction.
Monday
January 17
2:45 pm–3:15 pm

Middle commerce: the new class of retail

A new dimension between the store and the customer is growing at an accelerated rate. Third party retail services such as Instacart and Shipt, proprietary models, and technology providers are set to offer a multitude of choices for major omni-commerce retailers--and customers alike. While the delivery model was primarily built on efficiency and to some extent on-demand retail, others are using it as a means of personalization, consumer connection and an entry into a digital-first approach.
Monday
January 17
2:45 pm–3:15 pm

NRF Curated Session

More details on this session coming soon!
Tuesday
January 18
9:15 am–9:45 am

The art and (data) science of merchandising: A conversation with Pete Nordstrom

Nordstrom has focused on providing customers with unparalleled service and personalized shopping experiences for 120 years. To translate its heritage of excellence in service to a digital world, the retailer remains focused on leveraging physical and digital assets to create a truly seamless and interconnected experience wherever and however customers choose to shop. Nordstrom’s digital-first approach to merchandising enables its merchants to leverage customer insights to ensure the company is deploying the right product to the right place at the right time.
Tuesday
January 18
10:30 am–11:00 am

How to create value from livestream commerce

Deborah Weinswig is joined to by two major retail brands who will be sharing insight into how live stream commerce has helped them transform the shopping experience behind major shopping events, by blending entertainment with instant purchasing.

Tuesday
January 18
11:15 am–11:45 am

Fit-technology – Are we there yet?

Tech & in-store services find the right fit. Why are returns still so high and what does the future of fit-technology look like? 
Tuesday
January 18
11:15 am–11:45 am

Global Store Tour: Exceptional new store openings from around the world

As travel was slowed for many of us recently, we would like to take you on an international store tour of awe-inspiring store concepts. Join Accenture's Karen Voelker to learn how retailers are delivering best-in-class experiences powered by technology and design to better understand and connect with shoppers along the customer journey.
Tuesday
January 18
12:00 pm–12:30 pm

WW: Changing consumer dynamics & the customer journey

For brands to reach consumers along their unique journeys, there are certain things they must deeply understand - their consumers' global, contextual, and individual needs. Brands must then deliver what is most relevant based on where that customer is at that very moment in time. WW Chief Product Officer, Lucinda Newcomb will discuss the overall impact of shifting consumer behavior in today’s rapidly evolving digital world, why not all data is created equal for determining impact and why she doesn’t use the word “personalization."