Customer Experience

Sunday
January 15
10:30 am11:00 am
Javits North Level 4, Elastic Path Stage
The 2023 NYC virtual store tour features the year’s most beautiful, captivating and innovative store openings. This presentation from Accenture and the Retail Design Institute will guide us through the city’s not-to-be-missed new stores--sparking creativity and fresh ideas. Join us as we see the latest retail design trends, technology and innovation in fashion, home, food and more.
Sunday
January 15
10:30 am11:00 am
Javits North Level 4, Room 404, Twilio Stage

Physical stores will stay relevant and become more strategic for retail organizations if they are no longer managed as points of sale. Stores are the most effective tool to acquire and engage customers. They have also been transformed into logistics, service, and experience hubs. Retail organizations need to shift from a product & operations focus into truly customer-centric business models that will demand new KPIs, and new ways to measure the contribution of the stores in attracting, retaining, and engaging more customers, increasing their lifetime value.

Sunday
January 15
11:15 am11:45 am
Javits North Level 4, Room 404, Twilio Stage
LEGO recently celebrated its 90th anniversary, an extraordinary achievement for a brand that remains firmly at the forefront of innovation. Martin Urrutia leads the Global Retail Experience & Innovation team out of the Headquarters in Denmark with the responsibility to develop, pilot and rollout new experiences and platforms that engage with shoppers and consumers across different touch points in retail.
Sunday
January 15
1:15 pm1:45 pm
Javits North Level 4, Elastic Path Stage
What is the future of physical stores in an omnichannel age? It’s not about growth for growth’s sake. The retailers who are adding stores to their portfolio are focused on enhanced services, smart partnerships, and delivering on what’s trending in the media zeitgeist. In-store experiences in 2023 need to be engaging, entertaining and community centric. We’ll chat with a few retailers who are making bold moves and winning shopper loyalty.  
Sunday
January 15
2:00 pm2:30 pm
Javits North Level 4, Elastic Path Stage
Sunday
January 15
2:00 pm2:30 pm
Javits North Level 4, Room 406, UST Stage
What can retailers expect as Gen Z passes the baton to Gen A?  New generations prove more difficult to define than older ones. Inconsistencies, anomalies, and contradictions abound in a worldview that must reconcile physical and digital, local and global, commercial and social. Boxing and bowing an understanding of the incoming consumer requires flexibility and creativity. Learn how to navigate this emerging young cohort from experts who are already leading the charge. 
Monday
January 16
10:30 am11:00 am
Javits North Level 4, Elastic Path Stage
Newly released, Future Drivers 2025 is fresh research identifying six of the most important global driving forces that will shape the macroeconomic and business landscape in 2025. Join us as WGSN’s Andrea Bell provides key information and strategies that you can implement today to help secure your success in the near future.
Monday
January 16
10:30 am11:00 am
Javits North Level 4, Room 404, Twilio Stage

Luxury fashion platform FARFETCH has been at the forefront of e-commerce connecting creators, curators and consumers globally. Today FARFETCH connects consumers in more than 190 countries with 1,400-plus luxury sellers. In this session, Kelly Kowal, Chief Platform Officer at FARFETCH, will be joined by brand partner Harrods, to discuss the challenges and lessons learned in building a successful international business model and how to keep up with the demands of today’s customer through innovation and personalization.

Tuesday
January 17
10:30 am11:00 am
Javits North Level 4, Elastic Path Stage
Resale is ecologically beneficial, applies to many types of merchandise and is on-trend, but we are finding that the resale of goods online isn't as profitable as in store--think photo shoot, double ship and repackaging of items. So if done right at store level, can resale be more profitable, increase foot traffic with unique offerings, and boost customer loyalty?  Learn from IKEA about their in-store resale experience, hear exclusive research from WD Partners and see visual renderings that show how areas of resale can be executed in several types of merchandise categories.
Tuesday
January 17
10:30 am11:00 am
Javits North Level 4, Room 404, Twilio Stage
Superbrands are able to depend on fiercely loyal customers, even when those customers have access to competing brands. Find out how to be the dominant player in your market through research, innovation and recognition to build long-term loyalty and trust. Authentic is the platform behind a portfolio of more than 50 iconic and world-renowned brands including Reebok, Spyder, Nautica, Juicy Couture, Eddie Bauer, Brooks Brothers, Judith Leiber, Elvis Presley, Shaquille O’Neal, David Beckham, Marilyn Monroe, Muhammad Ali and Sports Illustrated.
Tuesday
January 17
10:30 am11:00 am
Javits North Level 4, Room 406, UST Stage
Artificial intelligence and augmented reality are transforming the consumer shopping experience through seamless and omnichannel experiences. Using technology to offer interactive, immersive and sustainable solutions, retailers and brands are solving consumer pain points and firming up loyalty and sales. Hear how it’s working and learn how the technology in play today is just a foundation to build on.
Tuesday
January 17
11:15 am11:45 am
Javits North Level 4, Room 404, Twilio Stage
Levi’s and Chipotle have been long time proponents of sustainable business models. In this session we discuss why transparency around sustainable business efforts has become a driving force in the overall business strategy of these organizations. Transparency breeds accountability and authentic sustainable strategies are increasingly proving to be a key differentiator for conscious consumers.  
Tuesday
January 17
11:15 am11:45 am
Javits North Level 4, Room 406, UST Stage
Consumers are not just picky about food. They’re more discriminating about the store and the shopping experience. Retailers and brands are investing in food and beverage with an eye toward better serving shoppers’ needs on multiple levels - from expanded snack offerings to elevated private label brands that are anything but generic. And, all the while, they’re prioritizing fulfillment options and technology. Join this can’t-miss discussion on reinventing grocery.     
Tuesday
January 17
1:15 pm1:45 pm
Javits North Level 4, Room 404, Twilio Stage

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Get a first look at the top consumer trends with the biggest implications for retailers and brands. In this session, retail expert Michelle Evans reveals the latest insights from Euromonitor’s annual global consumer trends report. She examines the behaviors and motivations that will drive shopping habits next year so you can meet new demands.

Tuesday
January 17
2:00 pm2:30 pm
Javits North Level 4, Elastic Path Stage
Returns have created a massive headache for retail companies across multiple verticals.  In 2021 the average retailer saw $166 million in returns for every $1 billion in sales, according to NRF.  With rising shipping and labor costs making the returns process more expensive than ever before, companies are exploring a myriad of strategies – including walking away from free online returns. Join us for a discussion of how companies are handling the issue and explore the struggles they are dealing with.