Future Stores Europe 2016 (past event)
24 - 25 May, 2016
Contact Us: 44 (0) 20 7368 9894
Day 1 – The rise of the digital store
08:00 - 08:40 Registration And Coffee
08:40 - 08:50 Director’s Welcome Address
Lucy Bradley, Editorial Director, Worldwide Business Research
08:50 - 09:00 Chairperson’s Opening Remarks
09:00 - 09:45 All Star Panel: Successfully building an innovative customer-centric retail space - What are the critical success factors for designing an in-store experience based on different shopper missions?
How to meet and exceed the demands of the ‘any time, anywhere’ modern customer: Which store designs enable convenience for those consumers looking for immediacy?
Which store designs place customer focused ethos at the heart of the store?
What resources are required to create a connected experience across all channels to truly engage your customers?
What can stores do to keep up with the high expectations of generation Y?
What are the steps you should take to reinvent your store to recover from the suffering of a reputation that is anything else but customer-centric?
Perdeep Kanda
UK Sales DirectorRichRelevance
09:45 - 10:10 Industry Presentation: Evaluating the mall’s evolving relationship with the retailer - How can this partnership be leveraged to converge physical and digital retail and offer your customers a unique in-store experience?
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Assessing the past: where has Westfield successfully collaborated with retailers and partners to create unique shopping and entertainment experiences?
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What have been the critical success factors for getting these partnerships right?
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Perfecting the present: what’s in the works at the moment that will converge physical and digital retail to enhance customer experience?
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What are the major opportunities presented to retailers and partners as a result of these current projects?
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Foreseeing the future: what does the future have in store for shopping malls and retail in general?
10:10 - 10:30 Guest Speaker: Adaptive Marketing: How you can use the increasingly synchronous data flow derived from digital channels to adapt everything from pricing to product to promotions
Jack Welch once said “there are only two sources of competitive advantage: the ability to learn more about our customers faster than the competition and the ability to turn that learning into action faster than the competition.” In his session, Norm will share examples from his recently published book Adaptive Marketing, which illustrate how marketers are taking Jack’s advice and leveraging real-time data, regardless of its size, to rapidly adapt their marketing activity to make it more relevant than ever to customers. As Norm will demonstrate, the increasingly synchronous data flow derived from digital channels can be used by retailers to adapt everything from pricing to product to promotions.
10:30 - 11:15 Morning Coffee Break
Track A - Leveraging Online Traffic
11:15 - 12:00 How to craft a winning marketing strategy to push online traffic in- store and grasp the unique upselling and cross selling opportunities presented in the physical environment-
Top tips on how to drive online traffic in-store to grasp the unique upselling and cross selling opportunities available in the physical environment
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How to use mobile and digital channels to generate footfall
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Outlining the types of online advertising campaigns that have worked and what made them so successful
Severine Philardeau
VP of Retail & Brand SolutionsRetail Me Not
Track B - Capitalising On iBeacons
11:15 - 12:00 How to implement iBeacons that react to a shopper’s context and drive traffic in-store without being too intrusiveHow best to use geo location tools to drive traffic in-store
How to personally target prospect shoppers without being intrusive
How to react to a shopper’s context-- like their behaviour, location or the weather - in any given moment to drive store traffic
How to use iBeacons to truly enhance in-store experience
Track C - Deploying Omnichannel at a Global Scale
11:15 - 12:00 How to Successfully Roll Out Omni-channel Fulfillment Services GloballyHow to identify different market maturities and consumer shopping behaviours
How to build omni-channel capabilities when dealing with multiple system landscape and business processes across a global organization
How to focus and prioritize your approach to take ensure a step-by-step approach which achieves organization buy-in and establishes momentum
How to manage a multitude of stakeholders across a global, matrix organization
Track A - Leveraging Mobile Capabilities
12:00 - 12:45 Interview: What are the best ways to bring mobile devices into the store environment to give your shoppers the control they want and unlock the full potential of your retail associates?-
How can you effectively bring mobile devices in-store to take a slice of the growing M-commerce pie with consumer spending on mobile expected to reach £53.6bn in 2024?
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Empowering your customers: how can you give your customer the control they want in-store through the use of mobile devices?
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Overcoming employee obstacles: how can you get your team on-board with using mobile devices to drive sales and enhance service?
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How can you use mobile devices to encourage staff to part knowledge with customers?
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Which stores have seen the investment in mobile devices deliver a ROI?
Track B - Exploiting Data Analytics
12:00 - 12:45 Panel: What role could data play in-store: How you can best leverage it to better meet the needs of customers walking through your store?
- What in-store technology is there to empower the store associate to make use of data for meaningful customer engagements in-store?
- How can you use data to drive in-store upselling and cross selling opportunities?
- How can you bring the rich digital data environment in-store to personalise shoppers journeys and experiences?
- Embracing analytics to enhance and inspire shop-floor design: How can you use data analytics to get the best from your store layout?
Kirsten Taylor
Head of Omni Channel Strategy & PropositionB&Q
Track C - Simplifying Digital Designs
12:00 - 12:45 Thinking ‘Anti-Digitally’ – Achieving human-centric retail experiences-
Outlining the emotional journey between customer and brand in this Omni channel age
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How to tactically use digital technology in the retail journey without negatively disrupting user experience
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Fully understanding the role of digital in the physical retail journey – ensuring the needs of the customer are met each step of the way
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Mapping the customer journey: how to ensure digital technology is only used when it is the best tool for the job
12:45 - 14:15 Lunch Break
Track A - Engaging Digital Signage
14:15 - 15:00 Exploiting digital content to create an interactive customer experience- how to link your in-store products with complementary live content that changes based on your consumers invited action-
Lift and learn- how we used existing technology such as screens to create an engaging customer experience
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How we worked with our solution provider to allow our store content to change based on the invited consumer action
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How we placed a range of products with a sensor mechanism that allowed consumers to activate matching content
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How to ensure the content you offer adds value and does not already exist in the store elsewhere
Track B - Ticking The Convenience Box
14:15 - 15:00 It’s about time: How can you make your store experience time well spent for customers looking for convenienceHear how and why shopper perceptions of time have shifted
Learn how this shift has impacted the retail and other markets
Examples of retailers who have successfully responded to this shift
Explore options on how you can tick the convenience box in your store
How to create convenient experiences for customers looking for immediacy in-store
Track C - Exploiting App Capabilities
14:15 - 15:00 Making the most of what an app has to offer: How to make it easy for your customers to navigate your store and employees to track and advance their productivityHow to optimise your app to make it easy for your customers to navigate your store
How to use an app to allow employees to track and advance their productivity
How to engage with customers using bespoke app messaging
How to enhance visits in-store through app technology
How to best use apps to send customers personalised offers without being too pushy
Track A - Exceeding Service Expectations
15:00 - 15:45 Offering an outstanding service level at the speed of touch: How to use digital concepts to give your shoppers specialist advice on any product at any timeHow to create a staff culture that imparts knowledge by using digital concepts and tools
How to enhance your post sale service in-store using digital
How to give shoppers the chance to get specialist advice on almost any product using digital as an experience enhancing option
How to measure the ROI of digital concepts when gearing them to increase service levels
Track B: Deploying Omnichannel at a Global Scale
15:00 - 15:45 Successfully deploying ‘endless aisle’ and the implications for both in-store associates and self-service kiosks-
The endless aisle journey – where we all started and where we are at today
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How to bring the benefits of an endless online aisle in-store to give your customers the choice they want
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Engaging employees: How to empower your staff by equipping them with mobile devices and purpose-built applications
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Is there still a role for self-service kiosks and consumer-facing digital screens in the store?
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How to maximise in-store technology to improve the accuracy of stock and drive a targeted customer focused inventory management plan
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The do’s & don't’s – what we’ve learned at Adidas
Track C - Crafting Memorable Experiences
15:00 - 15:45 Bringing the wow factor into your store- How to effectively combine digital and physical elements to create an unforgettable customer experienceHow to bring theatrical experiences into your stores with imaginative visual displays and photographic experiences on a budget
How to use virtual reality to offer customers a cutting-experience that is unforgettable
How to blend the online and offline world to create an augmented blended experience
How to design blended spaces that complement different customer journeys
How to use augmented reality to achieve a wow factor
Kathryn Evanson
Business ManagerTelefonica
15:45 - 16:15 Afternoon Networking Break
16:15 - 16:35 Keynote: How to strike the balance between human and tech interactions to avoid the mistake of over investing in digital technologies that do not add value to the customer journey
How to identify which digital tools you should invest in to add real value to your customers shopping experience
Placing your product centre stage: how to ensure the focus of your in-store experience is the beauty of the product itself
Transforming your in-store interaction points: how to make your in-store journey simple and user-friendly to create a smooth shopping experience for customers
Eliminating the need to loudly display technology in-store: how to perfect technological integration so that it is virtually invisible to your customer
How strike the balance of human and tech interactions to avoid the mistake of over investing in digital technologies that do not add value to the customer journey
Achieving the right balance between human and technology interactions: how to enhance your stores through the implementation of seamless technology
16:35 - 17:15 Panel: Tackling practicalities around blending human and tech interactions to create a seamless customer experience- how can you offer your shoppers the choice to start and complete their interaction via their preferred method -digitally or by store staff?
How to practically meet consumers need for speed and simplicity that digital services provide in the store, and not alienate the customers that are not digitally minded?
Which digital solutions can you bring into your store to offer your digital minded customers the autonomy to source information they want independently? i.e. digital screen kiosks
Which retailers are leading the way when it comes to creating the perfect blend of digital and human interactions?
How can you empower employees to use new technologies and provide a better service to boost your sales and improve your brand reputation?
Which technologies can you integrate in your store to help your store operations monitor stock levels and take the administrative burden away from your staff so they can spend more time with customers?
17:15 - 17:35 Case Study: Outside, inside and around the box- How The Internet Of Things innovation is shaping future retail experiences to deliver better stores for your shoppers
How technology has the capacity to make improvements across the entire shopper journey, focussing inside the box thinking and outside the box thinking
Inside the box thinking - how IoT and digital technology is improving the in-store experience, delivering better stores for shoppers and retailers alike
Outside the box thinking - how new IoT and IoP tools are creating new physical retail experiences that live beyond traditional store environments
17:35 - 18:05 Hear from 3 of the most innovative start up companies to help you find the next big thing in retail
Chaired by: Liberty Mawhood, Chief Operating Officer, L Marks
Hear from 3 of the most innovative start up companies to help you find the next big thing in retail
This exciting Dragon’s Den-style innovation theatre session demos 3 pre-selected technology start-ups. They will pitch their innovative tech so you area able to critique their range of benefits to the in-store experience. You will then have the opportunity to vote live for your winner. Will you find the next big thing for your store?
1. Imagine if you could measure who is using your physical spaces just like you would with page views online. So what is Scout? “Analytics for physical spaces”.
- Empowering you to understand exactly how your spaces are being used. Creating stronger businesses, better communities, and smarter cities.
Meet Scout, the analytics platform for your spaces. Scout processes data captured from its easy to install tracking nodes. Scout then analyses the captured data and provides you with meaningful metrics for local government and businesses worldwide. Our tag line is “analytics for physical spaces”.
Ahmed Nuaman, CEO, Scout
2. Personalisation & optimization of the retail experience using Artificial Intelligence
Retailers & Brands spend £12 Billion each year advertising on digital signage but have no tools to maximize and measure their return on investment. Until now, Real Life Analytics is making digital signage advertising more powerful than online advertising, by providing analytics, tracking and optimization using real time computer vision and artificial intelligence
Adam Carrigan, Co-Founder, Real Life Analytics
3.Future Stores & Fashion: it's a confidence thing...
More than 80% of clothing is sold in store. HOLM has developed Personalisation software via a hosted application that turns store assistants into sales champions, turning customer journeys into highly efficient shopping road trips. Balancing ‘frictionless with stickiness’ to win shopper loyalty on their first visit. Tech working in harmony with humans, taking customer service to new levels, seamlessly across all channels and changing future store layouts for the better.
HOLM is a shopper centric, personal styling business with potent influence of a data alchemist. Matching clothes to customers with such accuracy and satisfaction, we cure diseases to margin (like high returns) and generate individual shopper insight to drive efficiency and significant competitive advantage for our fashion brand / retail clients.
Steve Johnson, Co-Founder and CEO, MyHOLM
