Customer Experience

Sunday
January 14
9:00 am9:30 am
Javits North, Level 5, SAP Theatre
Joining Levi Strauss & Co. in early 2023, president Michelle Gass came from Kohl’s as the company’s former CEO. Under a meticulously designed succession plan from retiring CEO Chip Bergh, Michelle brings her leadership skillset from successful senior roles at Procter and Gamble, Starbucks, and most recently Kohl’s.
Sunday
January 14
10:30 am11:00 am
Javits North, Level 4, Elastic Path Stage

Punch your ticket for a guided tour of the latest new stores to open in New York courtesy of Accenture. You can expect a visual treasure trove of new and reimagined customer journeys, and insights on what today’s shoppers look for – and expect, from retail stores.

Sunday
January 14
10:30 am11:00 am
Javits North, Level 4, Firework Stage
Learn how Kmart Australia doubled down on clarity of purpose and innovation to develop a strategic blueprint and operational architecture to transform its business model, moving it from a traditional discount chain to an innovative, modern, hybrid retailer. This session offers takeaways on how to overcome barriers, challenge the status quo, guidance on leadership and adopting technology solutions to empower the organization.
Sunday
January 14
11:30 am12:00 pm
River Pavilion, goTRG Stage

Target continues to invest in building capacity to meet guest demand—an approach that utilizes the company’s stores-as-hubs strategy and growing sortation center network. Target’s sortation centers help drive speed, productivity and cost efficiency to improve the guest experience. Hear from Target’s Chief Supply Chain & Logistics Officer Gretchen McCarthy on how Target’s stores-as-hubs strategy and guest-centered supply chain capabilities are bringing next-day delivery to more Target guests.

Sunday
January 14
12:00 pm12:30 pm
Level 1, Special Events Hall, Amazon Pay Stage
Today’s customers and employees are tech-savvy, connected, and expecting innovation at every turn. For restaurants, investing in digital enhancements – from the counter, to the kitchen, to the bathroom – is critical to delivering on both consumer and employee expectations. And, at the center all this innovation in service of next-gen experiences is a technology backbone and integrated approach to IoT, networking, and wi-fi that can predict and preempt any end-user needs.
Sunday
January 14
12:10 pm12:40 pm
Javits North, Level 4, Elastic Path Stage
Get a first look at the digital shopper trends with the biggest implications for retailers and brands. In this session, retail expert Michelle Evans reveals the latest insights from Euromonitor’s annual report. She will examine the digitally driven behaviors that will alter shopping habits in 2024 so you can meet these new demands and capture more of the e-commerce market.
Sunday
January 14
1:15 pm1:45 pm
River Pavilion, goTRG Stage

The retail industry is evolving due to changing consumer demands, technological advancement and economic fluctuations. Thus, supply chain management is more crucial than ever. To remain competitive while meeting customer expectations, retailers must optimize their supply chain processes. Join us for a panel discussion that features valuable insights, real-world case studies, and actionable strategies. The session will provide strategies and innovations that can transform the retail supply chain, reduce costs and improve customer experiences.

Sunday
January 14
2:00 pm2:30 pm
Javits North, Level 5, SAP Theatre
In a dynamic retail environment marked by ongoing change, retail and consumer brand companies need to focus their efforts on relentlessly satisfying the fast-evolving preferences of their customers. In this panel discussion, BJ’s Wholesale CEO, Bob Eddy, and Mars Wrigley North America President, Anton Vincent, will discuss how they are adapting to changing consumer demand with a strong focus on delivering value. Understand the pivotal role of consumer insights, the consumer experience, and fortifying robust consumer brands for top-line growth.
Sunday
January 14
2:30 pm3:00 pm
Javits North, Level 5, SAP Theatre
Moët Hennessy, the wines and spirits division of LVMH, includes twenty-six Maisons, many of which have been around for centuries, while others are just starting their journey. The high-end wine and spirits group creates exceptional luxury experiences to engage consumers in its world of brands. Moët Hennessy CEO, Philippe Schaus, will share his vision for the division’s retail strategy and the role of retailers in Moët Hennessy consumer engagement strategy. He will explore the company’s consumer experience journey and its key learnings along the way.
Sunday
January 14
2:45 pm3:15 pm
River Pavilion, goTRG Stage

Driven by changing customer expectations, the retail ecosystem is transforming fast and retailers need to be prepared to meet these demands in real time. This means having solutions that are flexible, agile and can scale to efficiently manage operations and stay ahead of the continuous changes in consumer demand, macroeconomic pressures, and supply chain uncertainties. This can be achieved only if we break down the silos and have complete visibility into every aspect of supply chain commerce.
 

Monday
January 15
9:30 am10:00 am
Javits North, Level 5, SAP Theatre
Over the years, the role of beauty and cosmetics has evolved far beyond what people put on to look their best. Today, it’s a powerful tool with transformative capabilities that can inform consumer behaviors, drive innovation, cultivate communities, and nurture growth, all while empowering authentic self-expression and wellbeing.
Monday
January 15
10:30 am11:00 am
Javits North, Level 4, Elastic Path Stage

There was a time not too long ago when, if you wanted something, you went to a store. You pretty much had to. Now, after the Supernova explosion of methods to buy merchandise that make shopping easier and more convenient, you may find yourself asking, what’s the value of having physical stores? Retailers that struggle the most keeping up with modern changes also seem to be having the most trouble with this question. Given the current plethora of easy ways to get goods to your doorstep fast, falling behind is certainly understandable but unquestionably risky.

Monday
January 15
10:30 am11:00 am
Javits North, Level 4, Rithum Stage

Step into the world of cutting-edge retail as we explore retail innovation from around the globe. Discover, learn and get inspired by groundbreaking strategies, business models, technologies and concepts that are reshaping the retail landscape, from seamless online-to-offline experiences to immersive store designs and transformative customer engagement.

Monday
January 15
11:20 am11:50 am
Javits North, Level 4, Firework Stage
Confident and changeable, Gen Z are demanding that brands communicate with them on their own terms. Brands that understand how to reach this valuable, yet challenging customer cohort are building digital strategies to stay agile in a dynamic landscape. In this session learn from leading brands the strategies driving digital initiatives, how they measure success and remain at the forefront of innovation.
Monday
January 15
11:20 am11:50 am
Javits North, Level 4, Rithum Stage
Many retailers are making big strides in seamless commerce strategies and capabilities, as they seek to differentiate and become the future leaders of retail.  The key is advancing omnichannel capabilities to meet the needs of evolving customer journeys while seeking to deliver profitable and sustainable experiences.  Leveraging extensive primary research and retail C-level interviews, we will take a closer look at the shift from channel specific to customer-centric economics and the role of the store in augmenting customer lifetime value.
Monday
January 15
1:00 pm1:30 pm
Javits North, Level 4, Firework Stage
Explore how the powerful synergy of Artificial Intelligence and Computer Vision is reshaping the retail landscape. Discover how these cutting-edge technologies are not only driving superior outcomes for retailers, but also acting as a force in the battle against shrinkage, changing the way we shop and protect assets. Join us to unravel the future of retail success through AI and Computer Vision.
Monday
January 15
1:00 pm1:30 pm
Javits North, Level 4, Rithum Stage
A deep dive into the transformative operations of AutoZone and PetSmart - companies that have successfully revamped the frontline experience for over 150,000 employees. Join visionary executives from both enterprises as they outline the pressing challenges that prompted change and the remarkable journeys to find groundbreaking solutions. From pinpointing urgent issues to strategizing and executing sustainable solutions, learn firsthand the strategies employed to breathe new life into their operations.
Monday
January 15
3:00 pm3:30 pm
Javits North, Level 5, SAP Theatre
Join us for a captivating conversation with Stephanie Linnartz, CEO of Under Armour, a brand synonymous with athletic excellence. Stephanie will share Under Armour's strategies for enhancing the athletic experience, from high-performance sportswear and elevated sportstyle to cutting-edge technology, and how they cater to the diverse world of athletes by being “athlete first.” Joining Stephanie on stage for the discussion is Forward for the Minnesota Lynx, Diamond Miller.
Monday
January 15
3:00 pm3:30 pm
Level 1, Special Events Hall, Amazon Pay Stage
Labor shortages, flattened budgets, and ongoing economic uncertainty eat away at profitability, while an increasingly diverse audience requires retailers to deliver differentiated, hyper-personalized experiences. Addressing and overcoming both dynamics proves challenging, yet the solution often lies in an underutilized resource that retailers have in abundance – data.
Tuesday
January 16
8:30 am9:00 am
Javits North, Level 5, SAP Theatre
Dig into the art of maintaining corporate values in a high-growth environment in this dynamic fireside chat with Tractor Supply Company CEO Hal Lawton and PwC partner Kelly Pedersen. This insightful discussion will examine the opportunities and challenges Tractor Supply has faced in preserving its unique company culture amid unprecedented growth, while exploring the concept of trust as a corporate asset, the real meaning of purpose and how culture can impact a company’s success and growth prospects.
Tuesday
January 16
9:00 am9:30 am
Javits North, Level 5, SAP Theatre
Marc Metrick, CEO of Saks, the premier digital platform for luxury fashion, joins CNBC Senior Retail Reporter Courtney Reagan for a conversation about the company’s strategy to evolve the luxury experience for today’s online luxury shopper. Marc will share key insights into serving the full continuum of luxury consumers and Saks’ efforts to build lasting and meaningful customer relationships, prioritizing high lifetime value (LTV) customers.
Tuesday
January 16
10:30 am11:00 am
Javits North, Level 4, Elastic Path Stage
Stories of resilience and determination are powerful reminders that businesses often have to overcome obstacles and chart a new course in the quest to win back shoppers' hearts and wallets. Join us as Crocs and Claire’s share their unique journeys from setbacks to success on the road to brand and business reinvention.
Tuesday
January 16
11:20 am11:50 am
Javits North, Level 4, Firework Stage
How do retailers unify multiple channels in ways that create a compelling, consistent and personalized experience for their customers? And at the same time, how does their unified commerce strategy deliver both profit and growth? Hear from our panel of retail leaders to understand the elements common to every successful omnichannel business, as the route to building or reinforcing your own roadmap. What are the cultural, organizational and technological barriers to success and how have our leaders overcome them?
Tuesday
January 16
12:10 pm12:40 pm
Javits North, Level 4, Elastic Path Stage

Shein and Temu have been two of the most successful US consumer brand launches in recent history. Both share some common tactics as well as some distinctive differences. This session will provide an overview of their success and the tactics they used to achieve that success. With a focus on what existing brands can learn to apply to their own marketing efforts. You’ll leave with a better understanding of one of the most significant evolutions of the US market, and specific strategies you can employee to accelerate growth of your own brands.

Tuesday
January 16
2:30 pm3:00 pm
Javits North, Level 5, SAP Theatre
Beautiful, launched in March 2021, combines elegant design, contemporary colors and modern silhouettes for high-performance appliances and cookware that look beautiful in everyone's kitchen. Beautiful was co-founded by actor, host and producer Drew Barrymore, and Made by Gather founder and CEO Shae Hong with the intention of offering innovative, purposeful, and affordable products that bring people together.