STORE 2017 Agenda
STORE 2017 Agenda
We are living in the most disruptive years in the history of retail. Rapidly changing customer expectations, choice, channels, analytics, AI, loyalty, distribution & digital marketplaces are guiding retail evolution. In this session, Duncan Fulton, President of FGL Sports, and one of the industry's youngest and most disruptive leaders will describe what it takes to lead wholesale organizational change in an legacy environment, to evolve and prepare for the new world of 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.
CN is more than just a railroad. We’re an end to end supply chain partner, working alongside retail customers to get their products from Point A to Point B and everywhere in between. Come listen to Andrew Fuller, AVP Domestic Intermodal discuss how CN helps the retail Industry move products quickly and efficiently to key markets.
With it’s acquisition of RONA in 2016, Lowe’s now is among Canada’s largest chain of home improvement and hardware stores. However, the competitive forces that digital has brought to traditional hardware retail means that Lowes and RONA must continue to evolve and innovate. How will one of retail’s most traditional segments evolve to meet the ever changing needs of customers in a digital world? In this session, Sylvain Prud’homme will discuss how digital shifts are changing the traditional home improvement retail experience, and how Lowe’s Canada is using innovation to evolve the experience they provide to Canadian customers.
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.
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.
Store Operations Roundtable : Adapting Your Team to The Phigital Store
Technology has helped traditional bricks and mortar retailers keep pace with eCommerce. Some retailers have flooded their stores with technology and re-designed their floorplans to enhance the experience for their customers. Now retailers face the challenge of ensuring that their employees know not just how to use new technology, but how to maximize what’s available and also provide fantastic service to the customer. In this session retail leaders come together to discuss the opportunities and challenges of new digital tools that retail stores have today & the increasing demand for fantastic service from consumers.
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 Monique Duquette, National Lead, Customer Experience and Marketing, SAS Canada will present how global brands are approaching digitization in different ways, whether that’s in Marketing, Merchandising, Assortment or the Supply Chain. Monique will then sit down with Frederic Lecoq, Vice President Marketing & eCommerce at Golf Town, to discuss the true impact of the digital evolution on retail today.
The Merchant’s Roundtable : When Brands Open Retail Stores
Brands are opening their own physical stores, creating tension among some multi-brand retailers. The trend towards a hybrid model, where brands continue to sell their product wholesale to retailers while also opening brick-and-mortar stores as well as selling online, is on the rise. How does this new hybrid approach affect the relationship between the brands that open their own stores, and the retailers that already sell their product? How can retailers and brands work together in this multiple path to purchase world?
12:00 - 12:20 PM, LUNCH & LEARN A : We just Signed a Big Cheque for a New System -- Now What?
Successful Strategies for Adding New Retail Technologies to Your Business
The digital evolution has brought with it an ocean of new tools and systems that help retailers understand their customers, promote their brand intelligently, move products more efficiently and improve their service and experience. How does implementing a new tool impact your existing systems and what risks are there to your business? In this session, Eric Matusiak, Partner, BDO Canada IT Solutions will take you through a step-by-step approach to successfully implementing new retail technologies.
Eric Matusiak, Partner, IT Solutions at BDO Canada
12:00 – 12:20 PM, LUNCH & LEARN B: The Evolution of POS Financing for The Modern Consumer
The notion of providing financing at the point-of-sale (POS) isn’t new. Many large retailers have offered this in some way, usually through white label credit cards managed in the backend by large financial institutions. The traditional method, however, has been cumbersome. Outdated paper-based applications, long approval times, low approvals, and the burden of training sales staff have relegated POS financing as a nice-to-have versus a must have. However, like in all sectors, advances in technology and a shifting marketplace have completely redefined POS financing as a sales tool. Progressive retailers across North America are experiencing a significant increase in sales by giving customers another attractive payment option. In this session, Flexiti Financial will provide a retail case study demonstrating how to use POS financing to improve the in-store experience and grow sales.
Peter Kalen, Chief Executive Officer, Flexiti Financial
Raj Kapahi, President, Wicker Emporium
12:20 – 12:40 PM, LUNCH & LEARN C : 5 ways to modernize the Retail Experience with Indoor Positioning Analytics
Evolve or perish is the choice we face in the retail industry today. When store closings, business consolidations, and bankruptcies are all so common in the news, one must ask: how grim is the situation; or, more importantly, what lessons can be learned so the retail industry can gear up to reverse this trend? How do we provide a stellar in-store customer experience? What steps can we take today to utilize the emerging technologies while building the foundation for tomorrow’s retail landscape? Please join Inpixon CEO, Nadir Ali as he discusses 5 ways to start the retail landscape of tomorrow, today.
Nadir Ali, CEO, Inpixon
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.
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 digital platforms, operations & execution.
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.
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.
With 81% of shoppers conducting online research before purchasing in-store, if your brand isn’t found online it doesn’t exist and if the information found isn’t correct it might as well not be there. Get the 4 local marketing tips you can implement today that will have you quickly turning online searches into in-store shoppers.
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.
KPMG conducted a global study on consumer behaviours, preferences and attitudes related to online shopping. Over 18,000 consumers around the world were surveyed and the results were analyzed by KPMG to uncover the real truth: how do they shop online, why do they shop online and what do they expect from their online experience? The results and analysis was fascinating and insightful.
In this session, Willy Kruh (Global and Canadian Chair of KPMG’s Consumer Markets practice), will take an unapologetic look at the online consumers’ behaviour and he will share tangible consumer insights for retailers to use to improve their approach towards winning and retaining consumers online.
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.
Open to all STORE & ERA Attendees!
A Separate Ticket for the ERA Awards is required for entry. To purchase a ticket to this year's gala, head to : www.storeconference.ca/register
It’s no secret, the world has changed. Technology, consumers and the global political climate are impacting and reshaping our retail environment. Local or global in size or reach, retailers face greater challenges as governments around the world appear to retrench and redefine the rules of commerce. In this session Matt Shay, President and CEO of the National Retail Federation (NRF), the largest retail association in the world, will discuss the global forces that have changed the world as we know it, and how these forces are working together to transform retail both in the U.S. and around the world and how retailers are meeting these ongoing challenges.
With over 1000 apps submitted every day to iOS and Android, another 1000 new ideas and products are ready to take on Brands that we think are established players. With the small fast now eating the large slow, the level of retail disruption has shifted the average life expectancy of a Fortune 500 company from 67 to 15 years, and forced many industries to re-think what it means to be relevant and successful with today’s fickle consumers. Facebook’s Erin Elofson outlines the dynamics causing this disruption, and suggests ways in which a company can adopt a Hacker mentality when it comes to an organization’s culture, products, and marketing innovations. Erin then sits down with progressive retail leaders to discuss the true value of innovation when growing and evolving a retail brand.
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.
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.
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.
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.
What is Great Customer Service? The Value of Human Interaction in a Digital World
In today’s digital world, retailers understand that traditional bricks and mortar retail is no longer just about product, but also about the experience. Retailers have invested millions to reinvent traditional stores, incorporating interactive digital displays, mobile engagement and in-store analytics that help merge the online and in-store worlds together into an OMNI experience. However, have retailers forgotten about human service? In this session, the co-founders of SURMESUR, an innovative omni-channel custom men’s clothing retailer, will discuss the value of human interaction, and its role in today’s digital retail world.
The OMNI Experience X Factor : How to Manage The Last Mile
It’s the biggest challenge facing retailers who want to offer a fantastic omnichannel experience to their customers; what fulfillment strategy is efficient, cost effective, and provides the best possible customer experience? This question has caused many sleepless nights for retailers, but at the same time constantly evolving consumer demand has forged tremendous ingenuity 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.
12:20 - 12:40 - LUNCH & LEARN A : Necessary Steps When Starting or Expending a Private Label Brand
Most of the largest retailers in Canada have developed robust private label brands & product lines to coincide with their normal product mix. However, many are not fully aware of the risks involved. In this session, Melissa Williams from Underwriters Laboratories of Canada will explain what retailers must do to protect their brands, mitigate risk, and meet newly enhanced quality, safety and sourcing requirements. Proper product testing prior to launch can mean the difference between a successful new product campaign and fines, recalls, or an ugly lawsuit.
Melissa Williams, Director of Global Retail Services, Underwriters Laboratories of Canada
12:40 - 1:00 PM, LUNCH & LEARN B : Perfecting The Personalized Omnichannel Journey
If you haven’t noticed, eCommerce is dead. Marketers have realized that all commerce is now omnichannel. Consumers webroom by researching products online before buying in stores, and showroom by checking out products in store before buying online. But, how do merchants guide the shopper on this digital and physical journey? Can retailers connect online and offline sources of data so that they speak to the customer with one voice? Using examples from Walmart, Staples and others, Tammi Dondiego from Criteo will demonstrate how brands and retailers are working together to guide consumers through sponsored products that are most relevant to both the shopper and the products they seek.
Tammi Dondiego, Sales Director, Criteo
Ashling Moore, head of Save.ca at Metroland Media, will take the audience through the impact of digital flyers on today's shopper - both in the planning process and in purchase decisions. Ashling will demonstrate how Save.ca, as a leading destination for digital flyers and coupons in Canada, is reshaping consumer behaviour and helping Canadians shop smart.
The shopping journey for all consumers in 2025 won’t be discrete. It will likely span multiple retailers, formats and channels and leverage new technologies and touch points. In nine short years, the exponential change in technology, consumer preferences and food commerce alternatives will fundamentally transform the food shopping experience. In this session, Robert Howard, Managing Director, Kurt Salmon will provide a window in the future, and discuss the makeup of the consumer and how their needs will dictate the way retailers sell product and service their customers.
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 Spud.com 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.
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.
The digital evolution of grocery is still relatively new to Canada, but has existed in other developed markets for some time. European & US grocers have seen digital consumer demand affect almost everything they sell and how they sell it – gently balancing value, balance and convenience. As new business models emerge, grocers are recognizing that they can no longer be all things to all customers. In this session, retail thought leader, Willy Kruh (Global and Canadian Chair of KPMG’s Consumer & Retail practice), will take the audience on a tour of disruption, innovation and the brave new world of retailing in the U.S, Europe & beyond, and will discuss the evolutionary forces that will have the greatest impact on Canada.
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