RCC STORE 21 Agenda

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Monday, September 13th, 2021

Day One

1:00 pm - 2:00 pm

Engage with your Retail Network

Connect with your professional network; exchange ideas with exhibitors, sponsors and attendees about the agenda and how you respond to the various needs and challenges arising in the current retail landscape.

2:00 pm - 2:30 pm

Welcoming Remarks

2:30 pm - 3:30 pm

The Future of Work: How Walmart Canada is Prioritizing Employee Wellbeing

The pandemic rolled through the world triggering waves of unprecedented change. The impact on retail will be studied and analyzed for decades. And what about the toll it’s taken on the Canadian workforce? What lessons have we learned? How has Walmart Canada adapted and what does the Future of Work look like at one of the country’s largest employers? Join Nabeela Ixtabalan as she shares a first-hand account of navigating the pandemic both personally and professionally, and the urgent need to make mental health and well-being a priority for workers in companies of all sizes. The session will conclude with a discussion between Ixtabalan and special guests Chester Elton and Ariana Huffington.

3:30 pm - 4:30 pm

Engage with your Retail Network

Connect with your professional network; exchange ideas with exhibitors, sponsors and attendees about the agenda and how you respond to the various needs and challenges arising in the current retail landscape.

Tuesday, September 14th, 2021

Day Two

9:45 am - 10:45 am

Engage with your Retail Network

Connect with your professional network; exchange ideas with exhibitors, sponsors and attendees about the agenda and how you respond to the various needs and challenges arising in the current retail landscape.

10:45 am - 10:55 am

Welcoming Remarks

10:55 am - 11:25 am

How to Unleash Human Magic and Achieve Improbable Results: Leadership Principles for the Next Era of Capitalism

Back in 2012, “Everyone thought we were going to die,” says Hubert Joly. As the newly appointed Chairman and CEO of Best Buy, Joly transformed the retail giant into one of the nation’s favorite employers, a leader in sustainability and innovation, vastly increased customer satisfaction, and dramatically grew its stock price. Joly discusses the philosophy behind the resurgence of Best Buy: pursue a noble purpose, put people at the center of the business, create an environment where every employee can blossom, and treat profit as an outcome, not the goal. While this approach is easy to understand, putting it into practice is not so easy. It requires radically rethinking how we view work, how we define companies, how we motivate, and how we lead. In this fireside conversation with Michael Eubanks, Joly shares memorable stories, lessons, and practical advice drawn from his own personal transformation from a hard-charging McKinsey consultant to a leader who believes in human magic. He provides a timely guide for leaders ready to abandon old paradigms and lead with purpose and humanity. He shows how we can reinvent capitalism so that it contributes to a sustainable future.

11:25 am - 11:30 am

Fast Five Sponsor Highlight Return for Refund: Your Omnichannel Experience Hot Button

Many state that ecommerce accelerated 10 years in 10 months during 2020. Since ecommerce purchases are returned about twice as often as in-store purchases, using returns to build deeper relationships with consumers is an opportunity you don’t want to miss. Find out how you can fill gaps in the omnichannel returns experience, improve sustainability, and keep consumers engaged.

11:30 am - 12:00 pm

Relentless Adaptation: 4 Retail Tech Trends Shaping Our Fast Future

The accelerating adaptation of new technologies to satisfy quickly shifting consumers’ needs, habits and expectations has never been more critical to understand and swiftly action. Canadian tech media personality Amber Mac, through in her dynamic and highly accessible presentation style, will share the four key 2021 global retail trends that are impacting all generations of consumers and which will be pivotal for retailers to harness for years to come. Mac will focus on the future of voice commerce, retail robots, social commerce, and XR experiences and will share actionable ways retailers can begin to adapt to tomorrow’s world, today.

12:05 pm - 12:50 pm

Concurrent Sessions

12:05 pm - 12:50 pm

Digital Transformation Amidst Retail's New Normal

According to research from Salesforce, 76% of retail executives plan to increase investments in technology to reimagine their business. This presentation will dive into the five key investment areas that retailers must embrace to be successful for the future. We will discuss trends in eCommerce, reimagining the physical store, seamless customer experience, and optimizing supply chain.

12:05 pm - 12:50 pm

Engagement and Loyalty: The Value of Personalization

Retailers know they need to invest in personalization in order to keep pace with their competitors and truly connect with their customers. In this retail panel discussion, moderated by omNovos Chief Customer Officer Andrew Armstrong, the question is, what can retailers really gain from personalizing their customer experience? Discover how retailers can learn more about their customers and leverage that information to drive loyalty, take their customer engagement to the next level and truly grow sales.

12:05 pm - 12:50 pm

Developing a “Flexible First” Approach Within Retail Supply Chains

In the face of natural disasters, geopolitical challenges, and continually evolving consumer trends; resiliency, agility, and sustainability are critical competences to develop within your local and global supply chains as retailers drive to be closer to consumers. Gary Newbury and Audrey Ross chat about developing new ways of working, considering process modifications and system automation for speed, and the digital tools to help leadership teams develop their supply chain designs and daily operational decisions to better manage disruption. The session concludes with a snapshot of post pandemic opportunities for retail supply chains and some key actionable takeaways for consumer orientated businesses looking to win in a world of accelerating trends, expectations, and high external risks.

12:05 pm - 12:50 pm

You Are Doing Ecommerce Wrong

Ecommerce today is completely different than what we knew at the start of 2020. Although retailers have had to be incredibly flexible and adaptable throughout the pandemic, most companies have not evolved their approach to ecommerce to keep pace with what consumers actually want. In short, most retailers are doing ecommerce wrong.

During this informative and entertaining session, we will challenge your preconceived notions about how ecommerce works and what consumers expect from you. We will discuss transformational ideas around mobile commerce, first party data, search optimization and user-centric online sales.

This session is a must-attend for anyone who sells products or services online.

12:50 pm - 1:20 pm

Engage with your Retail Network

Connect with your professional network; exchange ideas with exhibitors, sponsors and attendees about the agenda and how you respond to the various needs and challenges arising in the current retail landscape.

1:20 pm - 2:05 pm

Concurrent Sessions

1:20 pm - 2:05 pm

We Belong to Something Beautiful with Sephora Canada

Sephora Canada’s purpose has long been to inspire and cultivate an inclusive beauty community. Deborah Neff, SVP Marketing, chats with Shannae Ingleton Smith, Head of Business Development & Influencer Talent with Kensington Grey Inc. about Sephora Canada’s ongoing journey to promote authentic representation of diversity in Canada as part of the retailer’s “We Belong to Something Beautiful” brand platform and with the ultimate goal of fostering a sense of belonging for its clients and employees alike.

1:20 pm - 2:05 pm

Payment Fraud Trends and Prevention Strategies

Growth in online payments over the past year grew in scale as many businesses had no choice but to embrace e-commerce.  Several years of growth was achieved in just one year. Although digitization offers many benefits, it also opens up new channels for opportunistic fraudsters to exploit this shift in consumer spending. Fraudsters are growing in technological sophistication and zeal for financial gain with businesses being among their primary targets. This session will highlight recent fraud trends and the impact to businesses of all sizes, and strategies that can help protect businesses from falling victim.

1:20 pm - 2:05 pm

The Changing Environment around the Human Rights Footprint of Corporations

Globalization has dominated the world economy since the middle of the last century (post World War II). The social dimension contained within globalization has seriously lagged. Efforts have been undertaken to reduce, if not eliminate, the “social deficit” embedded. These efforts have intensified in 2021 as the global community seeks to recover from the socio-economic fallout from COVID-19.

Regulation of corporate activity is no longer being left to corporations by way of self-regulation through corporate social responsibility (CSR) measures.

The Courts, in both Canada and Europe, have entered the arena of international human rights and, more precisely, the legal obligations of corporations. In Canada, the recent Nevsun decision of the Supreme Court of Canada confirmed the application of customary international law to the foreign operations and activities of Canadian MNCs.

In Canada, an entirely new set of mandatory laws and regulations are being constructed, as we speak. Together, in this session, we will explain and explore these important unfolding developments for your business.

1:20 pm - 2:05 pm

For The Love of Shopping

Four decades into ecommerce, and just 4 in 10 Canadians say they prefer it to shopping in real life. We’ve focused so hard at making online shopping fast and checkouts seamless that we lost sight of the point — that shopping should be fun. And as life returns to normal and our world opens back up for good, striking the right balance between online and offline will become more important than ever. Join Pinterest, Lowe’s, Mejuri and Structube to learn how to bring the fun back to online shopping, and drive real results for your brand along the way.

2:10 pm - 2:40 pm

The Supply Chain Predicament: Purpose and Profit

Is the fashion industry ready for architectural innovation? John Thorbeck, Chairman of Chainge Capital, offers a new narrative. Supported by a decade of research at Stanford and extensive experience in the fashion industry (his background includes being a former CEO of GH Bass & Co (PVH), Rockport (Adidas), as well as senior executive for Timberland Co and Nike), Thorbeck reviews rising consumer and investor expectations for sustainability and reveals innovative ways it can be achieved at far less risk and capital. Thorbeck will address outdated supply chain models and the importance of process innovation in accelerating sustainability without sacrificing profits or partnerships.

2:40 pm - 2:45 pm

Fast Five Sponsor Highlight: Connected, Agile, and Secure: This is Modern Retail

To run an efficient and modern retail operation, business’ need to deliver exceptional customer service and an enhanced in-store experience with fast Wi-Fi and reliable connectivity and communications for all stores. Benoit Simard will share how GoCo is making an impact on daily operations with over 27,500 retail clients in Canada with a peek at their “store in a box” approach, an effortless way to get a fully managed, ultra-secure and hassle-free network to all your retail sites, fast.

2:45 pm - 3:15 pm

Bunnings: Earning Loyalty and Trust in Retail

Bunnings, Australia’s leading home improvement and lifestyle retailer, has been voted Australia’s most trusted retail brand for the last 16 years in a row! Mike Schneider is the Managing Director of Bunnings and is known for his commitment to building diverse teams that challenge the status quo and embrace innovation to drive high performance. In this session, Schneider will discuss how earning trust and loyalty is at the heart of Bunnings’ success and will share his key insights on Bunnings’ approach to building community, effectively communicating, empowering team and using the right technology and how this can make a positive difference for your teams and your customers. Michael Schneider, Managing Director, Bunnings Group Limited Michael LeBlanc, Senior Retail Advisor, Retail Council of Canada

3:15 pm - 6:00 pm

Excellence in Retailing Awards Gala

Wednesday, September 15th, 2021

Day Three

9:45 am - 10:45 am

Engage with your Retail Network

Connect with your professional network; exchange ideas with exhibitors, sponsors and attendees about the agenda and how you respond to the various needs and challenges arising in the current retail landscape.

10:45 am - 10:55 am

Welcoming Remarks

10:55 am - 11:25 am

Resurrecting Retail: The Future of Business in a Post-Pandemic World

Doug Stephens, one of the most influential retail futurists on the planet, has been prophetic, inspiring, entertaining, and accurate in predicting changes to the retail landscape. The tectonic shifts brought on by COVID-19 will forever change the retail industry in ways that few can fully understand. In this mind-bending and visually dynamic presentation, retailers will be provided with a vision of the future, learn what they can expect, and understand how the very essence of how consumers will shop will change. Trends in demographics, global economics, AI, and media are forever altering consumer/brand relationships and Stephens’ will consolidate the key findings and share an actionable roadmap for retail leaders looking to win in the post-pandemic world.

11:25 am - 11:30 am

Fast Five Sponsor Highlight: A Better Way to Great Customer Experience

The contact center is no longer just about issue and service resolution. It's becoming the CX hub.   The only engagement a customer may have with you is through a chat bot, live chat, SMS or voice. Are you delivering the brand experience you want? Join Shannon Colquhoun, VP of Global Retail Strategy at Talkdesk, for a fast-paced discussion about how the outdated role of the contact center is being transformed to being a strategic part of the customer journey and experience.

11:30 am - 12:00 pm

Google insights on the 5 new consumer habits that will forever change retail

It's no longer about planning for the 'return to normal,' it's preparing for the 'new normal'. How we shop and what we shop for has drastically changed throughout the course of the pandemic. Eric Morris, Managing Director of Retail at Google Canada will explore five major habits that have changed the Canadian shopper, why they're here to stay, and how retailers can prepare.

12:05 pm - 12:50 pm

Concurrent Sessions

12:05 pm - 12:50 pm

Driving Revenue through Customer Engagement

In order to maximize opportunities in a booming digital economy, businesses need to keep up with the many ways customers like to shop. In this session we’ll take a look at the evolving consumer retail landscape and share best practices on how to put in place a seamless offline and online experience, increase conversion and break through the noise to build a loyal customer base. Join PayPal and SoftMoc as we share how leveraging a digital first mindset helped them acquire, engage, and retain customers at every step of the buying journey.

12:05 pm - 12:50 pm

Creating Safe Spaces and a Culture of Wellness

Employee wellbeing is a foundational layer of high-performing teams and a key factor to productivity, retention, safety, absenteeism, collaboration and company culture.  Marie-Josée Nucci, specialist in quality of life and well-being a work, provides practical advice that retailer executives can use to support their own mental wellbeing and be a leader for transformative change of culture in the workforce. 

12:05 pm - 12:50 pm

The Customer Journey Impact of Innovative In-Store Signage

What is next for the brick and mortar experience? TC Transcontinental’s ISM Design Studio experts identify the critical signage trends in market and share innovative ideas on how retailers can capitalize on these opportunities. Learn how you can better serve the new customer behaviors inside and outside of the store and identify the right retail touchpoint for the right results.

12:05 pm - 12:50 pm

Future of Retail: How to compete and win in a post-COVID world

Much has changed over the past year. But the reality is that many of the changes wrought by the COVID-19 pandemic – from buying behaviors, to workforce models, to channel mixes and to business models – were underway long before the pandemic.

As these trends evolve, the links between physical locations and the ability to sell products and services are fraying quickly. And, as they unravel, the shift from ‘retailing’ to ‘consumer commerce’ is picking up speed.

In this session, we explain why the market is changing, what the winning business models of the future will look like and how retailers can achieve this transformation. Join us to learn more about key capabilities and strategies you will need to move your organization into the future.

12:50 pm - 1:20 pm

Engage with your Retail Network

Connect with your professional network; exchange ideas with exhibitors, sponsors and attendees about the agenda and how you respond to the various needs and challenges arising in the current retail landscape.

1:20 pm - 2:05 pm

Concurrent Sessions

1:20 pm - 2:05 pm

Re-booting Infrastructure for Retail: Keeping teams and initiatives agile amidst uncertainty

Communication, collaboration and the ability to be agile are all powered by your tech stack.  Retail infrastructure teams are designing a fresh approach to how they engage and collaborate with team members on the frontline, behind the scenes, and those working from home. In this session Nick Marchand of Cineplex Entertainment chats with Renee Harwood of RingCentral about the importance of having a strategic roadmap, adjusting to forced opportunities and the outlook on investing in new technology and how it relates to real demands such as vaccine passports.

1:20 pm - 2:05 pm

What retailers can learn from Retail Media Groups in today’s evolving omnichannel journey

As shoppers navigate omnichannel journeys, there are multiple points at which retailers can interact with their customers. With loyalty tracking higher for physical stores that customers are familiar with, an integrated strategy across both physical and online channels is essential for retailers to offer their customers the best of both worlds. Join Facebook’s Head of Retail, CPG and Transportation, Leanne Gibson and Dan Toering, Vice President of Walmart Connect Canada in this fireside conversation on how retailers and brands can breakthrough in an increasingly crowded industry. 

1:20 pm - 2:05 pm

Something Else to Simulate: How Prescriptive Analytics Can Optimize Your Customer Journey

The world has gone from using descriptive statistics, to predictive analytics and now to prescriptive analytics. Leger will present how primary data can be used for in-store customer journey optimization in the grocery market.  With over ten years of WoW in-store customer satisfaction tracking data, Leger will show how brands can better invest to maximize intention to re-visit and recommend.

1:20 pm - 2:05 pm

Amplifying the Inclusion Agenda with The Phluid Project

With the goal to empower individuals through freedom and self-expression, Phluid Project’s genderless apparel is making a safe, judgement-free shopping experience. Recognizing how gender is stereotypically portrayed in apparel marketing, founder Rob Smith envisioned an experience free of the bombardment of gendered messaging which is found to be inconsistent with identity for many consumers. This session looks at how they are working with brands to rethink the customer journey with their apparel to be featured in over 5,000 locations including Target, Nordstroms, and Saks off Fifth.

2:10 pm - 2:40 pm

Where does Retail Grow from Here?

After a year of unprecedented transition and transformation to meet new customer needs during the pandemic, retailers of all shapes and sizes are now looking at how their companies can embrace this momentum to build their next level of business success. In this panel discussion with three leaders who are taking the reins at three very different types of retail businesses, hear how they are envisioning the next stage of digital transformation, value creation and reshaping their leadership for the next era of growth.

2:40 pm - 2:45 pm

Fast Five Sponsor Highlight: Accelerated Gap – the digital divide between customer expectations and retailers’ offerings

One of the biggest changes in consumer shopping behavior during the past 18 months isn’t the switch from brick-and-mortar to digital, but how deeply digital, mobile and brick-and-mortar influence each other. Digital devices continue to influence more in-store sales and have completely redefined how customers experience brick-and-mortar. Consumers are choosing their own channel to engage with the retailer, learn how leading retailers are transforming their business models to focus on “The” customer channel.

2:45 pm - 3:15 pm

China’s New Retail

Renowned China marketing expert, Ashley Galina Dudarenok, one of the top 20 visionaries according to The Holmes Report, named guru on digital marketing and fast-evolving trend in China by Thinkers50, and the personality behind the world’s #1 youtube business vlog about the china market, consumers and social media Ashley Talks China, discusses how new retail and China’s tech giants are shaping the future of global commerce. The presentation will explore how this trend is affecting the modern Chinese consumer, what do they want, and how retailers can leverage this knowledge to capture the Chinese market.

3:15 pm - 4:00 pm

Engage with your Retail Network

Connect with your professional network; exchange ideas with exhibitors, sponsors and attendees about the agenda and how you respond to the various needs and challenges arising in the current retail landscape.

Thursday, September 16th, 2021

Day Four

9:45 am - 10:45 am

Engage with your Retail Network

Connect with your professional network; exchange ideas with exhibitors, sponsors and attendees about the agenda and how you respond to the various needs and challenges arising in the current retail landscape.

10:45 am - 10:55 am

Welcoming Remarks

10:55 am - 11:25 am

A better world starts at home. Sustainability and retail futures with IKEA Canada

As sustainability becomes the increasingly pressing global mandate, retailers like IKEA are leading with bold, ambitious visions to become fully circular and provide consumers with what they want while also being climate positive. With over 90% of consumers saying they want to live a more sustainable life at home, but nearly a third saying they are unsure of what actions to take as they increasingly ask for more accountability and transparency, this is a huge opportunity. IKEA Canada’s Michael Ward will share how IKEA is re-envisioning its business and continuing to push all its partners to offer healthier and more sustainable solutions at a scale that Canadians can afford.

11:25 am - 11:30 am

Fast Five Sponsor Highlight: The Future is Now with Real-Time Payments

As ecommerce sales and curbside pickup have surged, so have the costs and risks of card payments. Retailers are looking for a seamless experience that will delight customers and maximize conversion rates. Clik2pay is the first in Canada to offer a solution – with real-time, guaranteed payments for the 40%+ of Canadians who prefer to pay from their bank account. Clik2pay’s Terry Mathews, Retail Executive, and CEO Mike Bradley chat about the future of payments, the importance of security and the value of low cost and simple payments guaranteed in real-time.

11:30 am - 12:00 pm

Marketing with Meaning

Brand differentiation and brand value matter more today than ever. And developing a powerful and purposeful band mission that moves consumers to action can be the difference that makes or breaks a brand. Emily Heyward, identified as one of the most important entrepreneurs of the past decade by Inc., Magazine, and co-founder of Red Antler, one of North America’s most sought-after and respected branding agencies leading branding work for top companies such as Casper, Allbirds, and Boxed, will discuss her key learnings and inspirations for what it takes to create a meaningful brand that is culturally on point for today’s world.

12:05 pm - 12:50 pm

Concurrent Sessions

12:05 pm - 12:50 pm

Using Data to Understand Consumer Change and Drive Growth

Given the unprecedented volatility of the past 17 months and its impact on consumer behaviour, it’s imperative that organizations – including retailers - leverage data to understand the “who, what, where and why” of consumer change to inform their business strategies. With over 380 branch locations, goeasy is one of Canada’s fastest growing and most innovative non-prime lenders that has successfully navigated the pandemic using data-driven insights to help Canadians improve their financial wellness. From more targeted traditional and digital media strategies to complex site location decisions, join this session to discover how goeasy has made data (including new big data sources) central to their omnichannel strategy, delivering the right products and messages to customers and prospects while delivering a best-in-class customer experience.

12:05 pm - 1:05 pm

Consumer Behavior: Making Sense of the Aftermath of Uncertainty

The only thing we know for certain is that our customers are uncertain. Preliminary research shows that the collective consumer sentiment is shifting weekly, and we are struggling as a society with our level of precautionary measures, our patience for staying at home and our fear of contracting the virus. And all of this is affecting how we shop, where we shop and what we are shopping for. Andrea Bell, WGSN's Director of Insight reveals the up-to-the-moment underpinnings of consumer sentiment that's driving our behavior.

12:05 pm - 12:50 pm

An HR Outlook on the Challenges and Opportunities Ahead

The future of work in retail is transforming and HR leaders globally have weighed in on Ceridian’s global human resource executive survey to share the opportunities and challenges that lay in the months, and years ahead. Matt Stoll with Ceridian shares the survey findings and sits down to chat with Chris Taylor of Best Buy and Liz Volk of Longo’s to discuss the role for technology, the challenges in corporate recruitment, and the future of culture in a remote work environment. 

12:05 pm - 12:50 pm

The Future of Food: a Canadian Perspective

The impact of the pandemic on consumer behaviour will be lasting and wide-ranging. This session dives into the insights of The Future of Food: A Canadian Perspective series to holistically explore the changing food and grocery landscape in Canada with a focus on how the future of food is more complex than ever and retailers must adapt to consumers’ elevated expectations. Deloitte’s renowned experts in retail, sustainability and consumer psychology explore the role of the store and sustainability, including environmental, social and corporate governance.

12:50 pm - 1:20 pm

Engage with your Retail Network

Connect with your professional network; exchange ideas with exhibitors, sponsors and attendees about the agenda and how you respond to the various needs and challenges arising in the current retail landscape.

2:10 pm - 2:40 pm

Moving to the Next Normal: How Brands Can Help Make a Difference

Events in 2020 and 2021 have created immense adversity for individuals, societies and most broadly, the planet. Many of the trials we’ve all faced and continue to face are very much related to the pandemic and as it goes on, the nature of these challenges continue to change. This changing environment, however, opens up opportunities for food and drink, retail and indeed most all brands to be a force for good. Our conversation will focus on how brands can resonate with Canadians by taking steps to promote personal, societal and global wellbeing in ways that matter in 2021 and beyond.

2:40 pm - 2:45 pm

Fast Five Sponsor Highlight: Shop Now, Pay Later - Global Trends & Consumers Insights

Across the globe, 2021 has witnessed an explosion of consumer demand and use of Buy Now Pay Later services. Learn about Global and North American trends driving this demand, insights on BNPL, consumer adoption, key learnings from retailers using BNPL, and what the future holds.

2:45 pm - 3:15 pm

The Future of Commerce: Four trends shaping retail in 2021 and beyond

The pandemic accelerated the retail industry by a decade, permanently altering the way retailers start, run, and grow businesses, as well as how consumers shop and pay. In order to thrive, businesses need to experiment with new ways to engage customers. What’s working today and what’s coming next? Ian Black will share global insights from Shopify’s merchants, partners and product teams to reveal what this new era of commerce has in store.

3:15 pm - 4:00 pm

Engage with your Retail Network

Connect with your professional network; exchange ideas with exhibitors, sponsors and attendees about the agenda and how you respond to the various needs and challenges arising in the current retail landscape.