Future Stores Europe 2019

22 - 23 May, 2019

Twickenham Stadium, London

Contact Us: 44 0 (20) 7368 9894

Main Day One: Thriving In The Era Of Connected Retail

8:00 am - 8:45 am Registration And Coffee

8:45 am - 8:50 am Director's Welcome Address: Lucy Bradley, Editorial Director, WBR

8:50 am - 9:00 am Chairperson's Opening Remarks: Chris Field, CEO, Fieldworks

Chris Field - CEO, Fieldworks Marketing
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Chris Field

CEO
Fieldworks Marketing

9:00 am - 9:20 am Opening Keynote Interview: Responding to digital disruption: How can you transform your in-store business model to keep up with the pace of change in the digital-led retail landscape?

Chris Field - CEO Fieldworks Marketing Simon Rusell - Director, operations development, John Lewis
-Building a culture of digital innovation: How can you deliver an agile technology platform that empowers your workforce and exceeds the expectations of your customer base?
-How can you overcome legacy IT infrastructures to succeed in digital business transformation?
- How can you implement new technologies to increase agility in a legacy business to tackle business challenges at speed and scale?
- What is the best way to identify which new innovations are best suited to transform your store operations model rather than just innovating for the sake of innovating?
- Serving increasing consumer appetites: What tools are now essential to make your retail business smarter and faster to keep up with changing consumer shopping trends?
- How can technology better support in-store logistics to link online and offline customer interactions with greater transparency?

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Chris Field

CEO
Fieldworks Marketing

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Simon Rusell

Director, operations development
John Lewis

9:20 am - 10:05 am All Star Panel: Incorporating online with bricks and mortar: How can you build a ‘best-in-class’ customer-centric omnichannel roadmap to future-proof your business and continue to thrive in a constantly changing market?

Craig Summers - Managing Director Manhattan Associates Melissa Dunn - Head of Digital Product Development, Sainsbury’s Argos Mark Nicholson - Head of Online and Omnichannel, O2 Yolande Jones - Group Retail Operations Manager, Superdry Maya Hagoel - Head of Business Development, Riskified
- Unifying business skillsets: How can you best restructure internal processes to align business functions and create seamless connections across customer channels?
- Inspiring mind-sets for increased innovation: How can you create a culture of collaboration across the organisation to cooperate on new brand experiences and deliver on customer goals?
- Implementing a start-up mentality: How can you best disrupt your business with a ‘fail fast’ digital culture to keep up with changing consumer trends?
- Understanding customer intent: How can you get closer to your consumers to understand their goals at every stage of the shopping journey to improve the CX across all touch points?
- Removing channel competition: How can you best reduce internal silos to create blended teams that solve cross-channel customer pain points and craft connected commerce?

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Melissa Dunn

Head of Digital Product Development
Sainsbury’s Argos

Mark Nicholson

Head of Online and Omnichannel
O2

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Yolande Jones

Group Retail Operations Manager
Superdry

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Maya Hagoel

Head of Business Development
Riskified

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Craig Summers

Managing Director
Manhattan Associates

10:05 am - 10:25 am Inspirational Keynote: Keeping ahead of the curve: How to transform a traditional retail business with disruptive technologies and provide new in-store concepts that meet the needs of your diverse global consumer base

Pavan Pidugu - Head of Global Store Technology Transformation, Walmart
- Boosting business competencies: How can you implement and scale innovative technologies as part of your strategic roadmap to drive internal digital adoption rates?  
- How can you identify high-value disruptive technologies that enhance the in-store CX and solve real customer pain points?
- How can you take an agile approach to innovation to consistently deliver on new store concepts that surprise and delight shoppers?
- Disrupting the global retail market: What are the key criteria when evaluating which in-store technologies are best suited to meet the needs of your global customer base?
- How can you create bespoke digitally-driven concepts based on store style and format to craft seamless in-store experiences?

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Pavan Pidugu

Head of Global Store Technology Transformation
Walmart

10:25 am - 10:55 am Fireside Chat: From Brand Vision To In-Store Execution: How to bridge the gap between head office visions and in-store execution by empowering your store associates with digital tools that connect the customer journey

Tristan Rogers - CEO Concrete
- Exploring the increasing role of technology for in-store operations and brand compliance processes
- Succeeding in change management: How can you ensure ‘change’ will stick across your store estate?
- How can you best turn every store associate into a brand ambassador with digital tools that help them in their day-to-day?

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Tristan Rogers

CEO
Concrete

10:55 am - 11:35 am Morning Networking Break

11:35 am - 11:55 am Innovation Case Study: Succeeding in brand alignment across multiple channels: How to create blended retail experiences to make digital to physical customer journeys seamless

Graham Johnston - Head of Omnichannel and Digital First, Three
- Creating an agile enterprise: How can you take a ‘test and learn’ approach to innovation to successfully execute new concepts across customer channels?
- Providing value to your omnichannel shoppers: How can you provide connected services across your customer channels to increase convenience and boost sales?
- How can you better connect to customers with new technologies that take them on an in-store digital journey?
- How can you humanise digital channels to provide personalised services to customers and create fluid shopping experiences both on and o offline?
- Enhancing customer interactions across your brand channels: How to maximise purchasing potential in today’s complex multi-channel customer journey

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Graham Johnston

Head of Omnichannel and Digital First
Three

11:55 am - 12:15 pm Inspirational Keynote: Exploring ‘New Retail’: How can the western retail market leverage innovations from the east to propel their customer value proposition in an increasingly digitally driven world?

Mei Chen - Head, International Business Fashion and Apparel, Alibaba
- How can you succeed in agile innovation and experimentation to get new customer concepts from pilot to production and boost your cross-boarder commerce performance?
- How can you build a flexible retail ecosystem to provide relevant services in global and local markets?
- Increasing customer connectivity: How can you best connect your brand to popular social platforms to become part of your shopper’s day to day?
- What lessons can European retailers learn from the growing success of ‘’New Retail’’ in China to disrupt their retail business models and remain competitive?

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Mei Chen

Head, International Business Fashion and Apparel
Alibaba

12:15 pm - 12:55 pm Future Focus Interview: Designing spaces for customer lifestyles: How to build the ultimate in-store strategy for your customer community that provides real solutions and brings shoppers closer to your brand

Chris Field - CEO Fieldworks Marketing Caroline Casey-Norbury - Head of Store Concept and Innovation, COOP Richard Lems - Director, Format & Design, Rituals Cosmetics Karen Harris - Managing Director, Intu Digital
-How can you launch a customer-centric strategy for the business that delivers on all of your shopper’s top priorities?
- How can you best understand your customer’s preferences and shopping styles to provide in-store offerings that meet and exceed their needs
- Building loyalty with localised retail: How can you create store concepts that engage with the local community and become the ultimate destination store of choice?
- Ticking the to-do list: How to implement convenient customer services and in-store concepts to become a life style brand for your shoppers
- How to deliver ‘best in class’ shopping experiences that provide more reasons for customers to shop with you and keeps your brand front of mind

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Caroline Casey-Norbury

Head of Store Concept and Innovation
COOP

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Richard Lems

Director, Format & Design
Rituals Cosmetics

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Chris Field

CEO
Fieldworks Marketing

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Karen Harris

Managing Director
Intu Digital

12:55 pm - 1:10 pm Keynote Case Study: Succeeding in direct-to-consumer: How to create meaningful consumer interactions to increase customer engagement and build brand loyalty

Richard Hurren - VP and Managing Director, Northern Europe, Levi Strauss and Company
- How to optimise every customer channel with personalisation to create a consistent CX along the shopping journey
- How can you keep track of evolving customer needs and expectations to maintain high levels of engagement with your brand fans?
- How can you create a complimentary customer experience between your digital and physical customer channels and establish a consistent brand voice at every touchpoint?
- What is the best way to integrate incentivised customer loyalty concepts into the omnichannel journey to deliver unique shopping moments?

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Richard Hurren

VP and Managing Director, Northern Europe
Levi Strauss and Company

1:10 pm - 2:10 pm Networking Lunch Break

2:10 pm - 2:50 pm Case Study Revolution: Implementing creative thinking: How to craft experiential retail spaces that inspire your customers and drive in-store conversion rates

Darren Read - Head of Retail, Europe, Rapha Clubhouses Caroline Crosswell - Retail Operations and Development Director, Rapha Clubhouses
How can you integrate “e-commerce decision making” in a physical retail space?

How can you introduce data analytics around the shop floor to better recognise your customers and match your personalised online proposition?

How can legacy retailers embrace an agile approach to validating digitally-driven customer concepts to stay ahead of the curve and exceed consumer expectations?

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Darren Read

Head of Retail, Europe
Rapha Clubhouses

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Caroline Crosswell

Retail Operations and Development Director
Rapha Clubhouses

2:50 pm - 3:30 pm Case Study Revolution: Case Study Revolution: Bringing your retail offering to life: How can you transform flagship stores with technology-driven features that increase product engagement and drive conversions?

Stefan Schmidhammer - IT Retail Innovation Manager, Swarovski
How can you best develop individual digital concepts across your store to create a fully immersive and blended journey? 

Driving in-house innovation: How can you successfully track changing consumer needs to enable agile development of customer-driven product and services for your stores?

How can you determine which technologies are best suited to enable self-serve shopping whilst still delivering on in-store experience?


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Stefan Schmidhammer

IT Retail Innovation Manager
Swarovski

3:30 pm - 4:00 pm Afternoon Networking Break

4:00 pm - 4:40 pm Case Study Revolution: How can you succeed with compelling visual merchandising and helpful customer concepts to divert traffic from digital and increase footfall in-store?

Driving footfall to physical retail: How to launch new in-store services that allow customers to trial products and provide incentives for digital shoppers to come in-store

How can you design agile store formats to use your floor space in a meaningful way and deliver on the tactile and sensory benefits that only bricks-and-mortar can offer?

Creating guided brand 
experiences: How can your store associates embrace different roles around the store to deliver on the full brand experience?

How can you transform your workforce into true brand ambassadors that create memorable moment’s in-store and help build lifelong relationships with your customers?

4:40 pm - 5:20 pm Case Study Revolution: Implementing creative thinking: How to craft experiential retail spaces that inspire your customers and drive in-store conversion rates

Darren Read - Head of Retail, Europe, Rapha Clubhouses Caroline Crosswell - Retail Operations and Development Director, Rapha Clubhouses
How to launch new concept stores that provide immersive experiences for customers and build excitement around your product offering

Delivering differentiated customer experiences: What are the best ways to bring your products to life around the shop floor that create memorable moments for your shoppers? 

Building value with visualisation: How can you best showcase your product offering to connect with shopper’s emotional needs and meet your customer goals?

Creating memorable moments: How to provide unique in-store services and experiences that create real value and keeps customers coming back for more?

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Darren Read

Head of Retail, Europe
Rapha Clubhouses

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Caroline Crosswell

Retail Operations and Development Director
Rapha Clubhouses

2:10 pm - 2:30 pm Case Study: Individual customers meet the digital store - are there going to be more sales?

Dr Michael Goller - CTO, Detego
How can intelligent systems provide customers with a more personalised shopping experience and give the store personnel more time for customers?

How to meet your customers’ expectations by providing efficient omnichanel services  such as click&collect, ship-from-store, return-to-store, instore-ordering and article availability checks

How “Data Driven Empowerment” activates cross-selling potential, increases the number of articles per receipt and finally leads to satisfied customers and happy retailers

Dr Michael Goller

CTO
Detego

2:30 pm - 2:50 pm Case Study: Transforming the customer experience through mobile: How to bring mobile in-store to create a personalised and connected experience that drives brand loyalty

Mobilising loyalty: How can you promote relevant digital communications on customer’s personal devices to bring them back to your brand?

Evolving your loyalty strategy: 
How can you increase customer engagement in-store through incentives and rewards on customer’s personal mobile devices?

How can you launch new mobile app capabilities that support the in-store journey to create a truly omnichannel customer experience?

Retaining engagement post-purchase:  How to use targeted messaging on mobile to offer additional value with the personal touch in customer communications  to boost brand loyalty
 
How can you integrate click and collect services into your mobile offering to enable your customers to efficiently reach shopping goals and drive consistent footfall in-store?

Targeting the ‘phygital’ generation: How can you combine your physical and digital worlds to give your customers immediacy, immersion and interaction? 

Overcoming the hype: How can you best evaluate the retail technology landscape to identify which innovations provide real customer value and aid purchase decision making?

Alleviating customer pain points: How can you better understand your shopper’s retail goals to bring in new digital tools that solve customer problems and improves your in-store value proposition?

Enabling autonomous customer journeys: Which digital tools are best placed to allow customers to self-guide and access the products and information they need to complete their shopping missions?

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Keith Andrews

Head of Retail Portfolio & Innovation
Thomas Cook

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Martin Urrutia Islas

Head of Global Retail Experience
LEGO

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Hauk Landsverk

Head of Digital Business Development
Elkjop Nordic - Dixons Carphone

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Shannon Pope Ellis

Store Planning & Design Director
Estee Lauder

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Simon Liss

Managing Partner - Strategy and Innovation
Omnifi

3:30 pm - 4:00 pm Afternoon Networking Break

4:00 pm - 4:40 pm Case Study: Shaping the Future of Retail – Digitizing the Point of Sale

Vanda Astfäller - Head of Sales Consumer Goods, Wirecard
Offering customers the ultimate shopping experience - in constant competition with online shops,  retailers are facing this challenge. 
Find out how you can combine digital pricing with innovative payment and value-added services, how to offer endless aisle solutions and payment at the shelf to revolutionize the shopping experience and future-proof your retail business.

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Vanda Astfäller

Head of Sales Consumer Goods
Wirecard

4:40 pm - 5:20 pm Case Study Revolution: Succeeding with disruptive selling: How to create immersive experiences with digital concepts to enrich the product selection experience and convert browsers to buyers

David Lovett - Head of Product Charlotte Tilbury Simon Whitehead - Head Experience Stores, Samsung
How to build immersive media into your store proposition and turn your shop floor into an experience centre for your customers

Selling with connected services: How can you integrate disruptive technologies in your physical retail offering to create smart stores that meet all your customer’s needs?

How can you best test and trial new customer-facing digital concepts to enhance your omnichannel proposition?

Getting the balance right: What is the best balance of human and digitally driven services in-store to support customer journeys in the best way?

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Simon Whitehead

Head Experience Stores
Samsung

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David Lovett

Head of Product
Charlotte Tilbury

2:10 pm - 3:30 pm Synergy Workshop: How can you empower your employees with digital tools that increase brand knowledge and boost customer conversations to curate the CX around the shop floor?

Jens Jorg Simon - Director, Business Solutions, Retail Mobile, Adidas
Increasing staff coaching: How can you digitalise training processes to supply product knowledge in an engaging way to aid colleague progression and deliver on retail excellence for your customers?

Which digital tools are best placed to support daily store operations and free-up store associates time to 
spend with customers and help create great in-store experiences?

Mobilising your workforce with digital tools: How to use technology as enabler for store colleagues to better serve complex customer questions and support their journey around the shop floor

Increasing store associate motivation: How can you take a people-first approach to new store technologies to better support your colleagues and deliver connected experiences that meet your customer’s expectations?

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Jens Jorg Simon

Director, Business Solutions, Retail Mobile
Adidas

3:30 pm - 4:00 pm Afternoon Networking Break

4:00 pm - 5:20 pm Synergy Workshop: How can you leverage digital tools to increase transparency across your workforce interactions and enable excellence across your store estate?

Marta Sanchez Serrano - Head of Digital Transformation, Vodafone Spain
Improving task management: How can you collate information from across the business and third-party providers to help your workforce align on daily store operations?

Harmonising your workforce: Which systems are best suited provide connected communications across your organisation to increase process flow and boost collaboration?

How can you build a knowledge hub for your staff to provide them with easy applications that aid their daily schedules?

How to best collaborate with the wider business to implement new systems that transform organisational processes and empower your colleagues to succeed in their roles
 
How you can identify which operational processes can be automated to reduce the heavy lifting and free up colleague time to provide real value-add in-store?

 
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Marta Sanchez Serrano

Head of Digital Transformation
Vodafone Spain

2:10 pm - 3:30 pm Retailer Only Innovation Think Tank: How can retailers collaborate to drive mutually beneficial initiatives forward?

Andy Turnbull - Creative Director, Honest. Alan Taylor - Former Head of Retail Design, B&Q
Join this interactive Think Tank to collaborate with your fellow in-store experience leaders on common challenges and opportunities and brainstorm new ideas to further transform your bricks and mortar offering

Open to a maximum of 20 Heads of Store Operations and Design

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Andy Turnbull

Creative Director
Honest.

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Alan Taylor

Former Head of Retail Design
B&Q

3:30 pm - 4:00 pm Afternoon Networking Break

4:00 pm - 5:20 pm Creative Boardroom: Meeting the needs of the modern-day omnichannel shopper: How can you best collate customer data to provide your shoppers with a unified experience across multiple touchpoints?

Jenny North - Head of Customer Development, Hobbycraft Club
How can you implement data-driven insights into your omnichannel strategy to deliver relevant customer communication and services along the increasingly complex customer journey?

How can you utilise data to identify your customers and advise on next best steps in their shopping journey to move them along the path the purchase?

How can customer data help to craft personalised benefits into shopper’s loyalty schemes to increase interaction whilst making your customers feel appreciated?

How can you leverage consumer data to gain a holistic view of your shopper’s preferences and build a strong direct-to-customer strategy to remain competitive a saturated market?

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Jenny North

Head of Customer Development
Hobbycraft Club

5:20 pm - 5:25 pm 5 minute transition to main room

5:25 pm - 5:55 pm Guest Speaker: Applying lessons from England’s Rugby World Cup winning team: How can you create a high performance culture and ‘can do’ mentality to set your business up for success in a highly competitive market?

5:55 pm - 6:55 pm Networking Drinks Reception – Open to all conference attendees Catch up with your colleagues in an informal setting at the Future Stores Drinks Reception. Open bar and canapes to be served