STORE 2017 Agenda

Tuesday, May 30th, 2017

7:30 am - 8:30 am

Breakfast & Networking

8:30 am - 9:10 am

Day One Opening Remarks & Keynote Address

Session Title & Details Coming Soon!


Diane J. BriseboisPresident & CEO Retail Council of Canada


Kevin GraffPresident Graff Retail

 Keynote Presenter

Duncan FultonPresidentFGL Sports

9:10 am - 9:40 am

Keynote Address : Lowes Canada

Session Title & Details Coming Soon!


Sylvain Prud'hommePresident & CEOLowe's Canada

9:45 am - 10:15 am

Keynote Address : Bricks and Clicks - The Future is Total Retail

Every retailer who offers both physical and digital retail wants to achieve a truly omni-channel experience, but how do you break down traditional retail silos to stay ahead of the game? By focusing on people and customer experience. Best Buy, one of the world's most iconic electronic retailers, has streamlined their digital strategy, improved their customer service through the Internet of things, and simply refused to segment customers or the business into channels. But what about the organizational component? How do you inspire a workforce of over 11,000 to move forward in a changing retail environment? Kamy Scarlett, Senior Vice President, Retail & Chief Human Resources Officer and Thierry Hay-Sabourin, Senior Vice President, eCommerce of Best Buy Canada will co-present how they built Best Buy's Clicks and Bricks Strategy by bringing vertical business lines together, and the role that it plays in driving their people, customers and business strategy forward.


Kamy ScarlettSenior Vice President, Retail and Chief Human Resources Officer Best Buy Canada Ltd.


Thierry Hay-Sabourin Senior Vice President, eCommerce Best Buy Canada Ltd.

10:15 am - 10:20 am

FAST FIVE - The State of Retail: Merchant Insights from the 2017 American Express Retail Report

Digital innovations have fundamentally changed consumer expectations, and retailers now need to adapt their sales, engagement and growth strategies to meet the needs of the ‘anytime-anywhere’ consumer. Join Kerri-Ann Santaguida, Vice President & General Manager, Merchant Services, American Express Canada for a unique look at the current state of retail in Canada through a discussion of the 2017 results of the American Express Retail Insights report with a focus on digital trends and payment innovations.


Kerri-Ann SantaguidaVice President and General Manager of Merchant Services CanadaAmerican Express

10:20 am - 10:50 am

AM Networking Break

10:50 am - 11:30 am

AM Concurrent Sessions - Digital & Mobile

Machine Learning: Using Advanced Analytics to Personalize the Customer Experience

The traditional model of customer segmentation no longer hits the mark for retailers. Simply targeting consumers based on demographic data or purchase history is not enough in today’s complex world of highly personalized omni-channel retailing. Consumers make purchases that don’t always align with their typical buying behavior and retailers who cannot incorporate that data may miss out on sales.

The age of digital transformation has brought innovative technologies that integrate machine learning to tailor pricing and promotion. These new tools offer a deeper understanding of the customer. With a more complex picture of the consumer, retailers can better predict purchasing behavior, optimize pricing, and personalize the experience.


Dave RodgersonRetail Industry LeaderMicrosoft

10:50 am - 11:30 am

AM Concurrent Sessions - STORE Operations

Store Operations Roundtable : Adapting Your Team to The Phigital Store

Technology has helped traditional bricks and morate retailers keep pace with eCommerce. However, retailers that have flooded their stores with technology now face the challenge of ensuring that their employees know not just how to use it, but how to maximize what’s available to improve service and sales. In this session, retail leaders come together to discuss the opportunities and challenges of the digital tools that retail stores have today.


Kevin GraffPresident Graff Retail

10:50 am - 11:30 am

AM Concurrent Sessions - Marketing

The Digitization of Retail

Digitization means different things to different retailers and different departments within a retail organization. Regardless of what it means to you, it’s happening everywhere. In this session you’ll learn how global brands are approaching digitization in different ways, whether that’s in Marketing, Merchandising, Assortment or the Supply Chain.


Monique DuquetteNational Lead, Customer Experience and MarketingSAS Canada

10:50 am - 11:30 am

AM Concurrent Sessions - Merchant & Supply Chain

Session Title & Details Coming Soon!

11:30 am - 1:00 pm

Lunch & Networking

1:00 pm - 1:40 pm

PM Concurrent Sessions - STORE Operations

The Future of Operations: The Transaction Behaviour of the Anytime, Anywhere Consumer

Is your business prepared to deliver results in a world where today’s ‘anytime-anywhere’ consumers are increasingly looking for seamless shopping experiences across online and mobile? From mobile pay in-store to embedded payment options online, now is the time to assess and upgrade your payment model. Consumer transactions are no longer simply about securing a payment; they're about speed, personalization, convenience and empowering operations to maintain a competitive advantage. Join Simona Salter, Vice President of Client Management, Merchant Services for American Express Canada, for an in-depth discussion of merchant insights derived from the 2017 Retail Insights Report alongside consumer behaviour trends and customer spend data to learn about the importance of integrating payments into your operational framework.


Simona SalterVice President, Client Management, Merchant Services American Express

1:00 pm - 1:40 pm

PM Concurrent Sessions - Digital & Mobile

eCommerce CIO Roundtable: Keeping Up with Digital Consumer Demand

If you haven’t noticed, digital innovation has changed retail forever, and the demands of the digital consumer has been the key source of disruption for retailers of all sizes, shapes, and assortments. In this session leading Retail CIO’s and e-Commerce executives will discuss the increasing demands of the digital consumer, and the real impact this demand is having on e & m-commere platforms, operations & execution.


Michael EubanksSenior Vice President & CIOLCBO


Graham HillierVice President & GMMCostco

1:00 pm - 1:40 pm

PM Concurrent Sessions - Marketing

The Next Generation of a Successful Local Marketing Strategy

In today’s world of digital clutter & declining foot traffic, many retailers have learned that the best campaigns to draw traffic into their stores are local, targeted, direct & personalized. However, many retailers don’t realize that there are tools available that can provide fantastic messaging to their local community. In this session, solution providers and retailers will come together to discuss the latest & greatest ways retailers are successfully working with both new technologies and local stakeholders to provide digital & social marketing to local communities.


Steve BuorsCEOReshift Media


James ConnellVice President, eCommerce & MarketingRoots Canada

1:00 pm - 1:40 pm

PM Concurrent Sessions - Merchant & Supply Chain

The Great Debate : Driving Collaboration Amid Complexity in the Buy-Move-Sell Cycle

Retailers face an increasingly difficult task of managing multiple relationships, commitments and accountabilities in their end to end supply chain. In particular, participants at all points of the buy-move-sell process struggle to drive accountability and progress in an environment where the players have already made multiple complex commitments and arrangements with others in the same space. Add to this the demands of today’s consumer - speed, convenience and a low price and you have the makings of conflicting priorities and challenges on margins.

Considering this increasingly challenging environment, this session will provide tangible insights into Joint Business Planning. Key drivers associated with the commercial, strategic and operational components will be reviewed along with best practices for avoiding the pitfalls of a transnational relationship between stakeholders.


James McKayFounder & PresidentAVLECA Group

1:40 pm - 2:00 pm

PM Networking Break

2:05 pm - 2:45 pm

Keynote Addess : The Future of Retail Disruption

Why does retail disruption occur? In this session, Dragon’s Den “Dragon” and co-founder of Snap by Groupon, Michelle Romanow will discuss why Disruption continues to occur within retail today. Michelle will then sit down with retail disruptors to talk about their business models, why they work, and why disruption will continue in retail for the foreseeable future.

 Session Host

Michele Romanow Co-Founder & Snap By Groupon


Nicole TapscottGeneral Manager Casper


Deborah PooleGeneral Manager, Wayfair


Ben ZifkinFounder & CEOHubba

2:45 pm - 3:25 pm

Keynote Address : The Truth About Digital Consumers

Session Details Coming Soon!


Willy KruhPartner, Global Chair Consumer Markets, Partner-in-Charge High Growth Markets KPMG LLP

3:25 pm - 4:10 pm

Keynote Address : Why is Retail Getting "The Experience" Wrong?

Many retailers have a misconception of how truly remarkable customer experiences are conceived. Most retailers assume customer experience is an aesthetic concept, focusing on how stores and websites look and feel. Or, they think a great experience simply means great customer service. In this session, Retail Prophet Founder Doug Stephens will explain how truly fantastic experiences evolve from the re-invetion of every aspect of the customer journey, creating a truly unique experience that is multi-layered, personalized and impactful.


Doug StephensFounderThe Retail Prophet

4:30 pm - 5:30 pm

STORE & ERA Networking Reception

Open to all STORE & ERA Attendees!

5:30 pm - 8:30 pm

2017 Excellence In Retailing Awards Gala

A Separate Ticket for the ERA Awards is required for entry. To purchase a ticket to this year's gala, head to :


Ben MulroneyCo-HostCTV's Your Morning and eTalk

Wednesday, May 31st, 2017

7:30 am - 8:30 am

Breakfast & Networking

8:30 am - 9:15 am

Day Two Opening Remarks & Keynote Address

Session Title & Details Coming Soon!

9:15 am - 10:00 am

Keynote Address : Retail Entrepreneurs – New Frontier – New Competition

In this session, meet and hear from the entrepreneurs who are the new competition – eating away at traditional retail’s market share. Innovative new retail formats, often launched by young/hip entrepreneurs, seem to have a quicker road to success today than ever before. The entrepreneurs behind new retail formats are original, motivated and energized by the fast pace of change and they are obsessed with customer-centricity. Join us as this group of retail visionaries discusses why businesses with disruptive & creative new ideas are so vitally important to retail, why they are so successful and why they have such a strong devoted customer base.


Kate Ross LeBlanc Co-founder, CEO Saje Natural Wellness


Kristy WieberCo-Founder and PresidentRent frock Repeat


Kristen Wood CEO & Creator THE TEN SPOT


Jen Lee KossCo-founder & BuilderBRIKA


Melissa Austria Founder & OwnerGotstyle

10:00 am - 10:30 am

AM Networking Break

10:00 am - 10:30 am

Keynote Address : The Competitive Advantage of Advanced Analytics and AI

With the exponential growth of digital commerce, many retailers were forced to “go global” overnight. At the same time, the Canadian retail landscape has polarized with the growth of the discount and luxury segments. To survive, brands either compete on price or with an exceptional and unique Omnichannel experience by leveraging advanced analytics and artificial intelligence to create a competitive advantage.

In this session Jennifer Lee, Partner, National Retail Leader and Consumer Analytics Leader will review Deloitte’s Omnichannel Customer Experience Index of 200 retailers in 14 categories. Jennifer will highlight best practices for implementing an Omnichannel strategy, and what Canadian retailers should invest in to compete against formidable international competition.


Jennifer LeePartner, National Retail Leader and Consumer Analytics Practice Leader, Deloitte LLPDeloitte

11:00 am - 11:45 am

AM Concurrent Sessions - Digital & Mobile

eCommerce Grocery Innovation Roundtable

What used to be known as “the last hurdle for eCommerce” Grocery is now driving eCommerce innovation, both in customer experience, and service excellence. In this session, e-commerce experts that represent different fullfillment strategies will come together to discuss whats next for eCommerce grocery, technologies that are continuing to push the envelope, and consumer demands that are continuing to re-shape the delivery of how people do their grocery shopping online.


Carman AllisonVice President, Consumer InsightsNielsen


Egil Moller NielsenSenior Vice President, Penguin Pick-Up, Penguin FreshSmartCentres

11:00 am - 11:45 am

AM Concurrent Sessions - Marketing

Mastering The Four Forces of Retail Evolution

The increasing importance of the omni experience, the growth of off-price retailers, the influx of international fashion houses, and brick-and-mortar disruption are all observable repercussions of the rapidly evolving retail landscape. But what is driving this evolution? What factors are responsible for creating the fierce competition and rapid changes evident in the Canadian retail landscape? Don Unser, The NPD Group’s global retail expert, will talk about the tangible shift in consumer behaviour, and explain how lifestyle changes are driving the retail evolution.


Don UnserRetail President, Retail Business GroupNPD Group


Tamara SzamesCanadian Fashion & Footwear Industry AnalystNPD Group


Michelle LiemCanadian Toy Industry Analyst NPD Group


Mark HaarCanadian Technology Industry AnalystNPD Group


Matthew TeepleCanadian Sports Industry AnalystNPD Group

11:00 am - 11:45 am

AM Concurrent Sessions - STORE Operations

What is Great Customer Service? The Value of Human Interation in a Digital World

In totay’s digital world, retailers understand that traditional bricks and mortar retail is no longer just about product, but it’s also about the experience. Retailers have invested millions to re-invent traditional stores, encorporating interactive digital displays, mobile engagement & in-store analyitics that help merge the online and in-store worlds together into an OMNI experience. However, have retailers forgotten about human service? In this session, co-founders of SUREMESUR, an innovative pure omni-channel custom men’s clothing retailer will discuss the value of the human interaction, and it’s role in today’s digital retail world.


François ThériaultCo-Founder & Co-CEOSurmesur


Vincent ThériaultCo-Founder & Co-CEOSurmesur

11:00 am - 11:45 am

AM Concurrent Sessions - Merchant & Supply Chain

The OMNI Experience X Factor : How to Manage The Last Mile

It’s the biggest challenge facing retailers who want to offer fantastic OMNI-Channel Experience to their customers; what fullfillment strategy is efficient, cost affective, and provides the best possible customer experience? This question has caused many sleepless nights for retailers, but at the same time constantly evolving consumer demend has forged tremendous enginutiy and innovation. In this session, leaders in last mile execution will come together to discuss what works, and what doesn’t when it comes to completing the last step in the customer journey.


Gary NewburySupply Chain LogisticsLast Mile Logistics Expert


Rod HartGeneral Manager Parcels & eCommerce Canada Post

11:45 am - 1:15 pm

Lunch & Networking

1:15 pm - 2:00 pm

Keynote Address : The Last Frontier for E-Commerce

Today, at more than $100 billion in sales, food represents the largest retail category in Canada. However, it still owns the lowest penetration in e-commerce sales. Traditional fears about fresh food fragility, delivery time and service have held up e-commerce growth in this sector. However, this is changing dramatically. In this session, Peter Van Stolk, CEO of will talk about the opportunities in this emerging market. Peter will also share insights from developing a unique, competitive and service oriented ecommerce delivery model and the challenges around solving the last mile.


Peter van Stolk

2:00 pm - 2:45 pm

Keynote Address : The Relationship Between Retailers & Brands

Session details coming soon!

2:45 pm - 3:30 pm

Keynote Address : Evolution of the Bricks & Mortar Experience : A Grocer’s Perspective

Armed with new technologies, the option & convenience of eCommerce, and shifting personal needs and aspirations, consumers are seeking entirely new solutions from physical grocery stores. As a result, traditional strengths such as location or product variety are declining in importance while the value of experiences and connections is rising. The very definition of convenience and value are evolving. In this session senior retail grocery leaders come together to discuss the evolution of the traditional grocery experience, how modern formats are adapting to consumer demand & competing in today’s digital world.


Jeff YorkCo-CEOFarm Boy


Carmen FortinoExecutive Vice President and Ontario Division HeadMetro Inc.

4:30 pm - 8:30 pm

2016 Canadian Grand Prix New Product Awards Reception & Gala Dinner

Available to Canadian Grand Prix Awards Gala Ticket Holders Only. To Purchase a Ticket to the Gala, head to :


Ben MulroneyCo-HostCTV's Your Morning and eTalk