Print Agenda

Shopping in the Covid 19 era accelerated features that had been set in motion before retailers faced temporary store closures. Customers were already using the physical space in new ways-- with business models that included--BOPIS, showrooms, pick-up-only stores, brand billboards, delivery posts, community centers and of course--shopping online. And these immediately became the most dominant ways we shopped. But will shopping revert back to resemble the past or will it remain in the present? Here we'll uncover the elements that have carried over, the most-embraced features and the degree of importance for each.  Revealing research from customer interviews across the US, attendees will learn how to set their strategy for growth in the modern physical store.

Whatever your business calls it—Inventory Not Received, Did Not Arrive, Did Not Receive, or something else—customer claims that they did not receive what they ordered online are exploding. Identifying why is challenging. It could be a supply chain issue or a newly emerging problem called "refund fraud"—and how you respond will impact customer experience and revenue retention. In this session you will learn how to diagnose the root cause of the increase in these claims (is it fraud or not?) and what steps to take.

Curated in partnership with Card Not Present

Widespread civil unrest swept through the U.S. in 2020, resulting in vandalized property, business disruption and untold violence. What strategies are retailers putting in place to ensure a well thought-out plan is in place to mitigate potentially volatile events? Quelling these incidents often depends on training, preparation, and communication. Still, will that be enough when intelligence suggests an event is imminent or an unexpected event occurs. 

Never have supply chains been upended to the degree they were in 2020. The pandemic exposed some weaknesses; the large-scale disruptions it has wrought produced various mitigation strategies, including adding local manufacturing capabilities, creating safety stocks and instituting more frequent stress test of the network. It also served to drive home how critical the supply chain is to retailers in serving customers and maintaining margins. A look at what we've learned and where we go from here. 

As summer kicks off with the promise of warm summer holidays spent in the company of friends and family, for many workers, this good news also means increased anxiety around returning  to the physical workplace, and with it, the elevated emotional strain about the changes that await them. The American Psychological Association reports, nearly 50% of Americans say they are anxious about resuming in-person interactions once it is safe to do so, and those vaccinated against Covid-19 were just as likely to express unease at social interactions as those who haven't been vaccinated. After so much disruption and uncertainty, employees aren’t sure what to expect, and employers are struggling to anticipate how to smooth the transition. But one thing is certain: your organization’s successful response to work life post-pandemic will need to help everyone feel comfortable and adjust quickly. Above all else, the data makes it clear that showing employees you care about them (as well as their mental health) must be a key strategy in your return-to-work playbook. Join Lorna Borenstein, Founder and CEO of Grokker, and author of It’s Personal, the Business Case for Caring for a discussion about identifying and avoiding the dangerous pitfalls that await those welcoming an unprepared workforce back into the physical workplace, and the importance of putting employees’ wellbeing first.

More details on this session coming soon!

Conversations surrounding diversity, inclusion and social good in the fashion industry have been amplified in the last 12 months, yet the billion-dollar market for adaptive and inclusive apparel remains largely untapped. Big name retailers such as Zappos and Tommy Hilfiger are leading the market forward, while others like The Phluid Project are pushing the industry toward acceptance and values that affirm the queer and transgender community. Join the pioneers in this space as they discuss progress and plans to make inclusivity more prominent in the near future. 

So, you’re aware you have a fraud problem in your digital commerce operation and you’ve taken some initial steps to address it. But it seems like there are more questions than answers. There are steps every business can take to ramp up their efforts as e-commerce—and the fraud that comes with it—continues to grow in a post-pandemic environment.  This panel examines KPIs that accurately measure your team’s success and how to evaluate antifraud technology—what kinds are available and what problems does each solve?

Curated in partnership with Card Not Present

We all know the big names, but what about the unique marketplaces that are finding their niche? Making up nearly half of all e-commerce, marketplaces are expanding the customer base for established retailers and start-up brands alike. It can be confusing--some marketplaces are retail-owned, some conduct commerce on their site--while others don't, fees vary as can data-sharing arrangements. Regardless, retailers and brands of all sizes are broadening their business opportunities by partnering or starting their own marketplaces. Listen in to learn if there's a good fit for your business.

This session will examine all stages of the returns lifecycle.

What's happening with reverse logistics? Is BOPIS being kicked to the curb? Are dark stores a bright spot in retailers' future? Join us for a rapid fire look at five trends supply chain executives need to investigate.  

Here's the scenario: You accept a new role, show up on day one and start digging into what needs to be done and  what you have to work with. It turns out, there's plenty to be done but no budget to speak of. Join Loss prevention professionals as they share that initial sucker-punch sensation, but more importantly how they pivoted to successfully get the job done.

More details on this session coming soon!

If you care about measuring returns from your ads, you’ve been locked out of TV advertising for a long time. With the rise of streaming television, however, that’s all changed. Connected TV’s targeting and measurement unlocks performance marketing on television—and we’re going to share key tips and insights to help you make the most of this opportunity. We’ll cover the goals and benchmarks that are critical to what it means to succeed on Connected TV, and why you need to integrate it into your marketing strategy ASAP.

Chargebacks are an inevitable part of selling goods and services online. But the number of chargebacks your company receives and how much money you are able to recover through the rebuttal process depends on your internal policies, processes, and even the systems being used. In this session, our panel of experts will share some methods & strategies to reduce the incoming volume of chargebacks, as well as to optimize the response process to increase recovered revenue. 

Curated in partnership with Card Not Present

In our increasingly connected environment, retailers of all sizes are demanding new and innovative security solutions, especially in the virtual arena. Many workers continue to work remotely and, even as a portion return to traditional work environments, the pressure to the guard critical data build resiliency in the face of unpredictable situations remains paramount. Why is it so critical to get it right? 

The call for sustainability in fashion has reached a fever pitch as consumers demand more transparency and responsibility from their clothing purchases. From new tech in on-demand manufacturing to the growing trend of reselling, some of the industry leaders pushing apparel into the future discuss how they are meeting the call for sustainability, reshaping the production process, and reimagining what the industry will look like in the upcoming years.

Online retailers have been chasing the ultimate goal of one-to-one marketing by developing individually-personalized messages for each customer--with amazing clickthrough rates...or so the dream goes! But AI is now pushing personalized marketing nirvana closer to reality. Delve into the complexities finding out how AI is helping marketers optimize their data to glean insights about each individual, how it's being used to personalize marketing communications and to improve message delivery along the entire customer journey getting closer to true one-to-one engagement. 

This session will discuss ways in which small and medium-sized retailers can protect themselves against cyber threats, utilizing industry best practices and taking advantage of open-source and publicly available resources. 

Hear how these essential and non-essential retailers successfully adapted and survived the retail challenges of 2020 as they share lessons learned from the pandemic and  clear examples of pivoting to meet customer needs. Fast forward to the opportunities and adaptations that followed: revelations uncovered in the form of new products and processes, talent challenges and new ways to view adversity--as well as their new trajectory and how they intend to prepare for the next wave of change. 

More details on this session coming soon!

TikTok has seen a meteoric rise, this growth comes largely from a Gen Z audience, at a time when other social media apps have stagnated user growth. As businesses explore opportunities to capitalise on the TikTok phenomenon, this session will provide practical insight on the profile and preferences of TikTok users and how best to tailor campaigns to engage and convert this audience. 

This discussion will feature a fireside chat among PwC partner Matt Gorham, former assistant director of the FBI's Cyber Division and a senior government official on the Biden Administration’s cybersecurity priorities. The discussion will address priorities for public-private sector cybersecurity collaboration and other issues relevant to the retail sector.

As experts continue to debate the future of traditional retail, physical retail and the influence of experiences have undergone a reevaluation. The rise of ecommerce is undeniable and here to stay. But the power of in-person product discovery has its unique place in the retail ecosystem – and it's getting reimagined. In this session, executives discuss the future of physical retail and the convergence of in-person and digital experiences in today's new environment. 

Interrogation methods have come a long way over the last several decades ranging from physical torture to understanding the importance of empathy.  This session will highlight this evolution and focus on the specific issue of showing understanding during an interview through a strategic approach.  The art of rationalization and rapport building is founded on the ability to develop an understanding and connection to the subject.  Attendees will be introduced to a new strategic development process of identifying the appropriate rationalization that projects empathy, preserves intent and provides an opportunity to get to the truth.

Sometimes a perfectly honest customer looks like a criminal to your fraud screening system. When you reject an order made by a legitimate customer, not only have you lost a sale, but you may have driven that customer away for good. Fighting bad guys does not mean increasing friction for your legitimate customers, though it often happens that way. Learn how to identify and measure false positives and technology that can help. 

Curated in partnership with Card Not Present

How do you build a world-class digital supply chain road map? Agility and speed are table-stakes. With customer experience and satisfaction more critical than ever before, retailers are working to overcome legacy technology and process barriers and foster partnerships that support their goals.

Criminals are creative, and when it comes to diverting payments, orchestrating what appears to be a legitimate transfer or generating false refunds, there are a plethora of ways scammers can infiltrate a business. It can be as simple as a phone call from someone spoofing an executive and authorizing every step. Our panel explores how to stop these scams before it's too late. 

The unforeseen has accelerated a change in the economy, shifting from sharing to connected. An economy that places more value in meaningful experiences with a focus on authentic human connection, supported by revolutionary new technology that allows consumers greater access than ever before. We’ll focus on 4 key pillars retail brands need to address in order to better meet consumer expectations through innovation in action--Meaningful Customer Experiences, Expected Convenience,  Responsible Social Engagement and Authentic Accountability. 

Online grocery is among Amazon’s fastest growing businesses as consumers seek even more convenience with their everyday shopping needs. Join Kantar’s Rachel Dalton, Director of Ecommerce & Omnichannel,  and Amazon’s Rose Jia, Head of Growth Marketing, as the two chat about what innovation looks like at retail and how this is applied to marketing and merchandising. The discussion will focus on innovation at-large for retailers, specific innovations in the grocery category, and recommendations for retailers and brands as they look to achieve best-in-class execution. Tune in to get the scoop.  

Today’s cyber challenges are unprecedented. Attacks are more prevalent, more complex, and take no prisoners. Leaders in retail are having to rethink how they operate in cyberspace to protect consumer data, prevent fraud, and secure their business. David Uberti, Cybersecurity Reporter for The Wall Street Journal, speaks with Jamil Farshchi, Chief Information Security Officer of Equifax, about  the cyber threats facing retailers in 2021 and how to avoid the next big breach.

Industry experts will present and interpret the latest research on the future of the supply chain, and provide key takeaways to apply to your business. 

Organized Retail Crime continues to rise. Crime rings are taking advantage of the pandemic, a softening in anti-shoplifting laws, and what many perceive as weaken law enforcement to swipe tons of merchandise from retail stores and warehouses. Join our panel of experts as they discuss why gangs consider ORC to be a low-risk, high- reward opportunity, and what they're doing to counter the trend.  

After the culmination of an extensive listening campaign among employees, customers, partners and the community, Nordstrom announced new goals to support their diversity, inclusion and belonging (DIB) strategy at the end of 2020. The wide-ranging plan includes specific goals related to talent recruitment and company culture, as well as customer engagement, merchandising and charitable donations. 
  
As a part of their new goals, Nordstrom has committed to delivering $500 million in retail sales from brands owned by, operated by or designed by Black and/or Latinx individuals by the end of 2025.
  
Hear from Nordstrom and the Fayetteville Road team as they examine why the retailer’s initiatives are integral to their business strategy.

Last mile and customer experience are interwoven. How are retailers using sales and operation planning (S&OP) and sales and operation execution (S&OE) to gain traction, and how can they align with merchandising and other key partners for better results. 

New York Times best-selling author and science writer David Epstein admits there are as many ways to succeed as there are people. Still he raises the question: Does it make more sense to specialize or can a generalist be more impactful? Join us as Epstein explores the development of human potential and shares some solutions to achieving high performance in today’s fast-changing business environment.  

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This discussion will focus on how changing consumer needs have influenced eCommerce models. The pandemic, in particular, accelerated trends and changed what consumers want and need and how businesses can interact and connect with consumers

The panel will discuss how brands and retailers are evolving their models to better meet the changing needs of their customers while continuing to explore ways to reach new consumers. This discussion will focus on how brands such as Spotify, Stitch Fix and ThredUp are making their business more impactful for consumers, making the experience more personal and meeting changing demands, even post-pandemic.

Join MaryLeigh Bliss of YPulse and Ken Wincko of Barnes & Noble College as they compare notes on Gen Z.  In this candid conversation, these experts will share research on themes ranging from what Gen Z is buying (and what they are not) to how this demographic is interacting with social media. They will dive into Gen Z’s outlook on higher education, and how living through the pandemic may shape their future views. With Gen Z poised to take over the economy in the next decade, expect these thought leaders to provide merchandisers and marketers with some takeaways they can put into action.

Workplace violence and threats have reached unprecedented levels and continue to rise as COVID-19 drags on. With throngs of people working from home, increased levels of stress, fatigue, and accompanying financial insecurity are endemic -  and incidents of workplace violence have tripled. What do experts recommend for combatting rising threats? Situational awareness is solid first step. Paying close attention to repeated grievances is critical, too. We will explore tactics and best practices. 

It fits, it works, it’s the right color--that’s what matters to customers. They don’t want to return merchandise any more than retailers want to accept returned goods. Augmented reality is taking  guesswork out of the purchasing process and these retailers are here to share their experiences. Each is at a different stage with AR, but both have insights that could make a case for moving into the world of AR. Customers want a strong level of certainty when making a purchase. Can you provide it? 

More details on this session coming soon!

Esteemed Case Western Reserve professor Cassi Pittman Claytor is known for research focusing on how racial minorities, particularly blacks, manage contemporary forms of racism. Here she will explore the organizational strategies and metrics that can be used to address the problem of retail racism and provide best practices that can be instituted to meet diversity and inclusion goals.

CISOs and other cybersecurity leaders face an ongoing challenge to measure and quantify potential cyber risks and then use this information to set priorities and inform the C-Suite and Board of Directors about those risks. This panel session will show how leading CISOs are exploring cyber risk quantification best practices and offer lessons in mitigating cyber risk.

The Covid-19 outbreak accelerated retail digital transformation and unleashed the power of social selling, live-shopping, crowd-selling, and subscriptions as well as transformed the role of the store and sales associates. Retail organizations have diversified channels, tools and ways to acquire, activate and engage customers. Stores and store associates endeavor to engage customers along their journeys. Learn how innovative retailers have been deploying new technologies, tools and approaches for customer relationship and engagement. 

Adopting circular economy strategies could go a long way toward helping companies transition to low-carbon economy. It requires embracing digital technologies - including big data analytics & cloud computing to facilitate and manage supplier relationships, and Internet of Things for enhancing logistics and shipping processes. 

More and more brands are evolving their consumer ecosystem with sophisticated direct-to-consumer (D2C) strategies that are disrupting traditional retail channels. Companies are looking to D2C to diversify their distribution channels, better position their products, and more closely connect with consumer, and thereby providing an effective ecosystem feedback loop to optimize their business. In recent years, the market has also seen the rise of many newcomers using D2C as their primary – if not only – distribution channel directly from the start, prompting traditional brands and retailers to respond in kind by leveraging the latest digital tools and platforms to stay relevant with consumers. In this session, world-class brands will share insights about D2C's important role in their overall strategy, how D2C can co-exist with and leverage traditional channels, and what this promises for the future of retail.