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NEW AGENDA REVEALEDDesigned By In-Store Experience Innovators

ON THE SPOT INTERVIEWSSpeakers Reveal Their Biggest Challenges

And Opportunities In 2017

NEW FOR 2017Find Out Why Future Stores 2017 Is A Must Attend

The Only Benchmarking Opportunity For In-Store Experience Innovators From Europe’s Most Progressive Retailers

JOIN US IN LONDONRadisson Blu Portman Hotel

31 May- 01 June 2017

Be Inspired. Learn From:

Sponsored by:

RICHARD HEWITTHead of Digital Stores

MARKS AND SPENCER

DAVID BLAKENEYDirector of Store

Development HOUSE OF FRASER

GUY SMITHHead of Design

ARCADIA

PAUL WILKINSONHead of Technology

Research, TESCO LABS

MARTIN URRUTIA ISLAS

Head of Global Retail Experience

LEGO

KEITH ANDREWSHead of Retail Portfolio

and Innovation, THOMAS COOK

MICHELE FUHSHead of Future Retail

Experience BMW GROUP

KIRSTEN TAYLOR Head of Omnichannel Proposition & Strategy

B&Q

2 3HOW TO REGISTER: futurestoreseurope.com | +44(0)20 73689894 | [email protected] HOW TO REGISTER: futurestoreseurope.com | +44(0)20 73689894 | [email protected]

‘’The event was fantastic. Delivered by a diverse group of experts in the field of in-store innovation. It was great to be amongst liked minded peers who share the same questions and decisions.’’

Andrew McIndoe, Retail Innovation Director, Hyundai Motor

“Definitely an event you do not want to miss. The broad range of attendees and their unique perspectives on the future of the store and of retail in general was both refreshing and invigorating”

Eric Olsen, Former Group Manager - Technology Strategy & Innovation, Nordstrom

Dear Colleague,

With many retailers seeing investments in digital store experience pay off with increased sales, your role as an in-store innovator is becoming more important than ever as you lead this transformation journey. However, with this rapid pace of change and so many unknowns, turning a digital concept into reality can be a huge challenge. So, to help you benchmark with those that are best in class, we bring you Future Stores, the only event for in-store experience innovators from Europe’s most progressive retailers.

Over the last few months I’ve been collaborating with these 4 leading advisory board members and researching with another 46 in-store experience innovators to ensure the agenda leaves no stone unturned.

What makes Future Stores unique:

Learn from the best as 50+ thought provoking speakers, representing in-store innovators from Europe’s top retailers, challenge your assumptions and spark new ideas.

· Gain practical insights into how to truly put your customer at the heart of your store and successfully create customer-centric store experiences that better serve your customer needs

· Learn from in-store innovators at Boots, House of Fraser and BMW on the do’s and don’ts of striking the right balance between digital designs and human interaction, to enhance the role of your store associates and improve your customer experience

· With dedicated tracks on implementing new store concepts and leveraging the latest technology, refine your approach to building engaging relationships with your shoppers and support your wider omni-channel strategy

Only at Future Stores will you have the chance to network with 150+ in-store innovators from Europe’s most forward-thinking retailers under one roof. All sharing their first-hand experiences on driving in-store purchases using digital.

If you’re serious about unlocking the full potential of your store, don’t miss this unique opportunity to benchmark your people, processes and technology with those leading the way.

I look forward to meeting you at Future Stores in London!

Best regards,

Lucy Bradley Editorial Director Future Stores

2017 Advisory Board

From The Editor

Worth Darling Director Digital & Flagship Stores Adidas

Richard Hewitt Head of Digital Stores Marks and Spencer

Antonia Jermendy Head of Retail Innovation & Test Swarovski

Guy Smith Head of Design Arcadia

BUY YOUR TICKET NOW HERE

http://connectedstores.wbresearch.com/

http://wbresear.ch/fsbp




http://bit.ly/2kOAZa7



8 Reasons Why Joining Future Stores Delivers A ROI

1LEARN how to organise your people, processes and technology to foster a culture of innovation that keeps you ahead of the game

2EVALUATE which approach will help you create a customer-centric shopping experience that increases customer engagement and boosts overall sales

3 DISCOVER how you can leverage new technologies as part of efficient store formats to become truly convenient for your customers

4 EXPLORE how you can improve your mobile offering in–store to seamlessly blend your online and offline customer experience

5 LEARN how to tap into consumer behaviour drivers to better build your in-store offering and forge real relationships with your shoppers

6DISCOVER how you can empower your in-store associates with digital tools to improve their role and increase the level of customer service they can provide

7LEARN how introducing mobile PoS can improve the physical shopping experience and boost sales for your bricks and mortar portfolio

8GAIN insights on how the entrance of pure players to the high-street is disrupting the future of the marketplace and what you can do to stay competitive

Simon Torring Head of Innovation and Omni-Channel Sephora

Richard Hewitt Head of Digital Stores Marks and Spencer

Martin Urrutia Islas Head Global Retail Front End, Retail Experience Lego

Guy Smith Head of Design Arcadia

Paul Wilkinson Head of Technology Research Tesco Labs

Stefan Schmidhammer IT Retail Innovation Director Swarovski

David Blakeney Director of Store Development House of Fraser

Gijs van Engelen Director Omnichannel Hunkemöller International

Matt Lyons Head of 3D Design Development Boots

Michele Fuhs Head of Future Retail - Premium Retail Experience BMW Group

Simon Silva Global Customer Experience Director Bang & Olufsen

Keith Andrews Head of Retail Portfolio & Innovation Thomas Cook

Simon Færch Head of Digital Products Coop Danmark

Hauk Landsverk Head of Digital Business Development Elkjop Nordic - Dixons Carphone

Marta Sanchez Serrano Head of Retail Experience and Operations Vodafone

TobiasSteinhoff Senior Director Business Solutions, Global Sales - Retail & Franchise Adidas

Jens-Jorg Simon Senior Manager Retail Mobile, Omnichannel & Digital Retail Adidas

Ian Plummer Head of Sales Operations Volkswagen

Alex Baker Head of Concept, Digital In-store ICA

Dean Bonas Head of Sales Operations Liberty Global

Paul Wills Director Dealer Development Hyundai Motor UK

Martin Goldstein Head of Purchasing River Island

Kirsten Taylor Head of Omnichannel Proposition & Strategy B&Q

Federico Schilling Head of Store Design & Development Thomas Pink

MODERATORS

Andrew McClelland Managing Director Mirador

Francesca Danzi Customer Experience Consultant & Digital Transformation Agent, Founder Danzi Consulting

Chris Field CEO Fieldworks Marketing

Simon Liss Managing Partner - Strategy and Innovation Omnifi

Liberty Mawhood COO L Marks

GUEST SPEAKER

Kate Nightingale Consumer Behaviour & Psychology Lecturer, London College of Fashion & Founder Style Psychology Ltd.

Ben Hatcher Head of Retail Strategy & Governance Vodafone

Hannah Shepherd Retail Experience Virgin Media

Will Lockie Former Head of Multichannel Evans Cycles

Meet The Speakers

What mobile initiatives are you planning to invest in over the next 12 months to help improve in-store performance?

Are you currently using mobile technology specifically to drive in-store sales?

Mobile website Mobile app Tablets in-store

99% 71% 29%

Which online services do you offer to enhance the in-store experience?

Mobile app

Real-time promotions

63%86%

58% 74%

53%71%

51% 59%46% 55%

1%

Mobile coupons/

offers

Providing access to product

ratings and reviews

Geofencing technology

Online/in-app

shopping lists

Beacon technology

The ability to check stock availability

Partnerships with third

party apps

Coupons and discount available on

mobile

None of the above

Source: Future Stores 2016 Benchmarking Report






60 Seconds WithRichard Hewitt, Head of Digital Stores at Marks & Spencer

What technological trends do you believe will grow over the next 12 months?Over the next year I suspect we are going to continue to see the rise of the Internet of Things, with more and more everyday household and personal items becoming connected to the internet. It’s like that we’ll see the wearable technology become come commonplace, along with the growth of new payment vectors

What is the one thing that retailers need to keep front of mind when considering new technologies? New technology can seem to be very attractive, what I like to call the ‘Buzz Lightyear Effect’. It’s important to be clear on whether there is an early or first mover advantage to bringing on a new piece of tech. For most retailers it’s probably worth learning from others first and copying with pride without having the cost of investing in unproven early-stage technology. It’s not unusual for companies to get wooed by early stage businesses, who use their first rounds of customers as test-beds for un-proven concepts. Be clear on the problems that is being solved and make sure that the technology being proposed is relevant, scalable and can co-exist with the current technology stack

What can digital do to help improve the role for store associates? With the advent of greater mobile connectivity the potential touchpoints for brands to be engaging with consumers, this means that the in-store experience is only part of a greater web of engagement. Putting the customer at the heart of the experience and not injecting technology for the sake of it is crucial here. It may look cool to give everyone a Tablet on the shop floor, but make sure that it’s not getting in the way of the human interaction customers are expecting in-stores. Customers elect to come into stores, expect, and in many cases prefer, the human touch. Digital needs to be un-intrusive and complementary during customer interactions.On the operational side there is a considerable amount that can be done to improve internal processes and operational efficiency more generally. Converging around fewer types of devices, building store operations around event based task management, reducing duplicated efforts and the like are all strong candidates for digital solutions.

Why are you attending Future Stores this year? Future Stores gives is a great opportunity to network with colleagues from adjacent businesses and get a picture of what common challenges there are. Seeing what’s coming on the horizon from new and existing vendors is always good and I’m looking forward to being wowed by the amazing new things that are bound to be on display.

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4SUMMIT DAY 1 CONTINUED

“The content of the Future Stores conference was excellent – varied perspectives from retailers as well as solution providers and industry experts, addressing a wide range of challenges that retailers are facing.” - Sarah Palisca, Senior Manager, European Operations, Gap Inc.






EngageThe perfect networking environment to ensure you get the quality interaction you want with the right people

Breaking the mould of traditional presentations, our presenters will share a best practice case study before challenging you to have a go at finding a solution to an unresolved industry challenge. You’ll then engage with your peers on a small interactive roundtable to take away different approaches to the same pain point.

Fully engage with the most contentious and divisive issues currently facing your industry. Sit back and witness industry-leading figures pitting themselves against each other in a battle to deliver the knockout argument. Then, continue the debate in your own small roundtable groups until you reach a majority viewpoint. Will you reconsider your position? And will you walk away with a fresh mind-set and better prepared to take on this key conundrum?

A more rigorous, creative and interactive approach to tackling the critical challenges you all face today. Collaborate with 11 of your peers to determine a new 3-step action plan to take back to the office and test. Share your recent experiences, challenge each other on points of disagreement and ultimately find a way forward that leverages the innovation, know-how and insights from the collective brain power in the boardroom.

Design the conference agenda yourself and bring to light the next big opportunity or challenge that you’ll be facing in your organisation. At the end of Day 1, reflect on the next big thing you’re facing that hasn’t yet been addressed and put your suggestion into the Unconference Box. The next day, the most popular topics will be chosen for our interactive roundtables. A unique opportunity to prepare for the next big step-changes in your industry.

These informal subject-specific roundtables give you a unique opportunity to drill down into the details of an issue that is really important to you by probing the knowledge and expertise of industry market leaders. Each roundtable is limited to 10 people for maximum interaction and is designed for you to meet like-minded peers and source practical solutions collaboratively. An exceptional way to genuinely get to grips with your key challenges.

An invaluable opportunity for you to turn theory into practice by applying your knowledge in an experienced classroom environment. Each workshop is facilitated by a leading practitioner and is open to 25 active participants who form part of a high level brainstorm where competing ideas are put forward and the best solutions agreed upon. Contribute to a new forward-looking project and create a step-by-step action plan on how to make it work.

These bespoke sessions, run by proven leaders on key subject matters, provide you with the opportunity to address your specific concerns in the privacy of a 1-2-1 meeting. Book your clinic in advance on the topic that features highest on your priority list, prepare your questions for the clinic leader and then benefit from your exclusive 1-2-1 time. You’ll leave your personalised session armed with fresh inspiration, advice and a bespoke, practical toolkit.

As both external and internal environments keep evolving, leaders need to provide a consistent yet flexible, innovative and responsive approach to how they steer their business and people through new times. In these inspiring sessions – restricted to 10 people on a first-come, first-served basis – refresh your leadership skills through quality, intimate time with a true industry titan. Register for the event early to guarantee your place!

In this innovative and interactive format, spend 20 minutes listening to a best-practice case study before the speaker challenges you as an audience to find a solution to one of his key unsolved challenges. You’ll then engage in a small interactive roundtable discussion before each group presents its conclusions to the audience. Take away different approaches to the same challenge from your fellow industry peers!

At the event to shop and not just network? But tired of hearing sales pitches with no substance? Then this is your perfect opportunity. Take 10 minutes out of each refreshment break to experience a live demonstration of a product that stands out for its innovation. How much of an impact can this new technology have on your business? How soon? And can the ROI be quantified? Find out at the Innovation Theatre.

BreakfastRising Star

Evaluation DayBuy Side Platform

Think TankBuy Side Leaders

Think TankWomen in Trading Dragons’ Den

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Your opportunity to join a high level brainstorm with 25 like-minded industry leading figures to determine optimal ways to better drive business value. Turn theory into practice – create a step by step action plan to tackle this issue by evaluating competing ideas and putting the best solutions forward.














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A more rigorous, creative and interactive approach to tackling the critical challenges you face today. Collaborate with 11 of your peers to determine a new 3-step action plan to take back to the office and test. Share your experience, challenge the norm and ultimately find an innovative way forward from the collaborative














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Welcome to the den. Join our industry dragons and assess the latest innovations as new start-up companies revolutionising the retail landscape pitch their tech in a bid to win first place. Listen up as the dragons review the technologies’ benefits to your business, predict their future successes and deliver their verdicts. The ultimate decision is in your hands though, as the audience get to vote for their favourite. Will you find the next big thing?














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Fully engage with the most contentious issues retailers are facing right now. Sit back and witness industry-leading figures pitting themselves against each in a battle to deliver the knockout argument. Then, continue the debate in your own small roundtable groups. Will you reconsider your position?














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SUMMIT DAY 1 CONTINUED

Future Stores is the place to be to have omnichannel ideas and vision turn into realityGiovanni Tavani Global Social Media, Sr. Manager Dell









Day One: Increasing Customer Engagement With DigitalWednesday 31st May 2017

8.00 Registration And Coffee

8.45 Director’s Welcome Address: Lucy Bradley, Editorial Director, WBR

8.50 Chairperson’s Opening Remarks

DRIVING IN-STORE INNOVATION9.00 BOARD KEYNOTE: Our experiential retail success story: How we implemented a customer-

centric approach in our store design to create a compelling shopping experience that keeps our consumers engaged at all touchpoints · Building on the basics: How can you ensure you have the fundamentals in place to meet your shopper’s basic needs

when introducing a new store format before building on the digital experience? · Co-creating with your customers: How to utilise your consumers during the innovation process to ensure you are taking

a customer-centric approach to store design · How can you increase your awareness of customer perception during the design and implementation process to

successfully evoke the right behaviours from shoppers moving around your store? · Overcoming customer pain points with in-store innovations: What new store formats can better cater to the needs of

your current customers and attract new shoppers into your store? Martin Urrutia Islas, Head Global Retail Front End, Retail Experience, Lego

9.20 PANEL REVOLUTION: Fostering a culture of innovation: How can you encourage your staff to overcome a fear of failure mindset and embrace an ethos for staying ahead of the game with new digital business transformation concepts? · Building a foundation for successful innovation: How can you successfully eradicate departmental silos to increase

agility and drive in-house innovation? · Getting the basics right to allow for digital integration: How to best align your people, processes and technology to

increase digital abilities for the business · Accepting and embracing innovation: How can you overcome the failure fear factor and encourage experimentation

with continuous project piloting to foster a culture of innovation? · Digital Business Transformation: How to make the business case for board-level backing of technology driven

innovation to achieve an enterprise wide mind-set change and embed a new ethos towards adopting digital? Paul Wills, Director Dealer Development, Hyundai Motor UK Richard Hewitt, Head of Digital Stores, Marks and Spencer Moderator: Francesca Danzi, Former Director of Global Beauty- Burberry, Managing Director & Founder- Danzi

Consulting

10.20 INSPIRATIONAL KEYNOTE: Simpler Shopping: How can you leverage the latest innovations in retail technology to create a more connected and enjoyable shopping experience for your customers?

The last few years have seen a wealth of technology gaining traction in retail. Paul Wilkinson from Tesco Labs will look at how retailers can harness the power of this innovation to create a more seamless (and less boring) automated shopping experience. Looking at buttons, barcode scanners and beyond, join this session for a unique take on retail in the 21st century.

Paul Wilkinson, Head of Technology Research, Tesco Labs

10.40 Morning Networking Break

SUMMIT DAY 1 CONTINUED

The range of case studies from different types of retailers is phenomenal – you don’t get this focussed perspective on the store of the future anywhere else Alexander Nelles, Head of Retail, Logistics & Contact Center Capabilities, Transformation & Digital, Vodafone






DAY 1 CONTINUEDDAY 1 CONTINUED

ACHIEVING CUSTOMER-CENTRIC DESIGNS

Implementing New Store ConceptsChair: Andrew McClelland, Managing Director, Mirador

Leveraging The Latest TechnologyChair: Chris Field, Managing Director, Mirador

Blending Online And Offline With DigitalChair: Simon Liss, Managing Partner - Strategy and Innovation, Omnifi

New Frontiers In Talent

11.30














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CASE STUDY REVOLUTION: Putting the customer at the heart of your store: How can you tap into the

fundamental drivers of your shoppers’ buying behaviours to design a store concept that exceeds their expectations? · Starting with the customer: How to understand who your

customer is and what’s important to them to add real value during their shopping missions around your stores

· How can you ensure that you are incorporating the voice of your customer into new store concepts to further meet their needs?

· Creating a hang-out hub: How to turn your store into a social environment for shoppers to deliver a meaningful and memorable experience that keeps them coming back

· How to design a fun and interactive environment that facilitates a discussion between your brand and your customers to learn more about their shopping needs

Federico Schilling, Head of Store Design & Development, Thomas Pink














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CASE STUDY REVOLUTION: Lessons from Luxury: How to inspire your customers with

‘’wow’’ digital experiences on the shop floor that increases their overall spend · Designing for low frequency and high value transactions: · How is the increasing connectivity between retailer’s channels

changing the consummation of luxury goods and how can we leverage this in-store?

· Launching great digital experiences: What digital designs can provide the wow factor for your store to entertain your shoppers whilst truly serving their needs?

· How can digital technologies help you to learn more about your consumers whilst browsing in-store and enable you to better serve their shopping missions?

· Enticing indulgence: How to create experiential retail concepts that increase customers desire to spend by enhancing their in-store experience

Stefan Schmidhammer, IT Retail Innovation Director, Swarovski














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CASE STUDY REVOLUTION: Creating true brand fans with a total retail experience: How to

seamlessly connect your digital and physical channels to provide the consistent cross channel experience your shoppers demand · Selling with storytelling: How can you merge your digital and

physical offerings to kick-start the customer journey and lure shoppers into the buying funnel?

· Building friendships with your shoppers: How to create an in-store experience that effortlessly ties into your digital customer touch points to further cement your brand as a part of your shoppers lifestyle

· Creating connecting experiences: How to launch new digital services and products to continue the customer relationship post-purchase and drive brand loyalty

· How can you modernize and enhance your brand offering with new store concepts to enhance rather than damage your current business model?

Ian Plummer, Head of Sales Operations, Volkswagen














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WOMEN IN RETAIL CREATIVE BOARDROOM: How can the retail industry better attract, develop

and retain top female talent?This networking workshop gives women in the retail industry the opportunity to discuss how to best eliminate gender related barriers and successfully climb the corporate ladder. The networking workshop is limited to a maximum of 15 delegates to promote an open and interactive discussion.

12.15














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CASE STUDY REVOLUTION: Leveraging theatrical retail tactics: How to capture shopping

‘moments’ with digital to create memorable experiences that tell the story of your brand · How to craft retail theatre to bring opportunistic shoppers in-

store and increase temptations to buy · Re-designing retail: How can you implement immersive

experiences to allow your customers to get ‘lost’ in-store and turn your brand into a retail destination?

· How can you get subtle shopping prompts in front of your customers to enhance your brand message and influence their shopping journey?

· How can you create in-store content that tells the story of your brand to evoke emotional responses from your shoppers and inspire them to buy relevant products they hadn’t yet considered?














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CASE STUDY REVOLUTION: Driving footfall with digital: How to use location based technology to push

relevant and timely messages that entice shoppers into your store · Precise and personalised marketing: How can you optimise

location-based technology to supply shoppers with relevant recommendations and increase sale opportunities?

· How can beacons encourage in-store traffic and increase interactivity between your customers and your brand?

· Enabling a human approach to personalisation: How to collect your customer’s shopping history using beacon technology to continue to build your rapport with each shopper in-store

· How can you best tailor location-based marketing content to be clever and not creepy when communicating with your customers?

Hauk Landsverk, Head of Digital Business Development, Elkjop Nordic - Dixons Carphone














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CASE STUDY REVOLUTION: How to implement new store strategies to get the most out of your physical

stores and increase your Omnichannel offering · Achieving single view accuracy: How to gain real-time visibility on

your customers and inventory to improve your store operations and provide a seamless buying experience for your shoppers

· Exploring click and collect: How can you introduce new customer services in store that bridge your online and offline offering and simplify your customers’ shopping missions?

· How to introduce digital devices into bricks and mortar to provide a customer experience that goes beyond the usual physical capabilities of your store

· How can you get your store associates onboard with new store concepts to fully deliver on your in-store customer experience?

Kirsten Taylor, Head of Omnichannel Proposition & Strategy, B&Q

13.00 Networking Lunch







RE-DEFINING CUSTOMER CONVENIENCE

Implementing New Store Concepts Leveraging The Latest TechnologyChair: Chris Field, CEO, Fieldworks Marketing


New Frontiers In Talent

14.15














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CASE STUDY REVOLUTION: How to create an ultra-convenient store experience for your customers by

providing faster and easier ways to achieve their shopping missions · Outdoing digital channels with touch and test: How to ensure you

are fulfilling your customers need to come instore by providing a multisensory shopping experience

· How can you introduce digital technologies into your store that will help your customers make better use of their time around the shop floor?

· How can you provide personalised shopping · experiences that are relevant in the moment to help consumers

meet their shopping goals? · How can you design a helpful store format and shop floor service

that achieves a bigger brand impact and makes you stand out from the competition?

Keith Andrews, Head of Retail Portfolio & Innovation, Thomas Cook














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CASE STUDY REVOLUTION: How to implement digital in your store to grab the attention of your

customers when promoting your products and drive up sales · Enhancing digital in-store experience: How to integrate digital

in-store without replacing the high touch benefits that bricks and mortar have to offer

· How can you design digital tools that really generate sales by defining their impact as relevant customer touch points that solve real needs?

· Spicing up the store experience: What is the best approach to introducing digital signage into your store displays add real value to your shop floor and enhance your product offering to customers

· How can you determine indirect ROI delivered by digital tools in-store to demonstrate its purpose and overall value to the business?

· How can you extract customer information from smart screens to improve their shopping experience?

Alex Baker, Head of Concept, Digital In-Store, ICA














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SYNERGY WORKSHOP: What is the best approach to connecting your digital and physical channels in

order to provide a 24/7 service for the ‘’always on’’ shopper and boost omni-channel sales? · How can you bring the convenience of ecommerce into your store

to create a truly connected brand experience? · How to be consistently convenient across all channels to

effortlessly meet your shoppers needs · How can you provide customers with the right tools for each

channel that is relevant to them throughout their shopping journey?

· How can you increase consumer order fulfillment with efficient buy online and collect or return instore offerings?

Matt Lyons, Head of 3D Design Development, Boots














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TOP TALENT IN RETAIL CREATIVE BOARDROOM: How can the retail industry better attract, develop

and retain top talent?This networking workshop gives leaders in the retail industry the opportunity to discuss how to eliminate barriers in recruiting new digital talent and better promote their brands to secure the best for the business. The networking workshop is limited to a maximum of 15 delegates to promote an open and interactive discussion.

15.00














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CASE STUDY REVOLUTION: Mastering self-service: How can you design mobile apps that

enhance your in-store experience by providing shoppers with relevant information at their fingertips? · How can you design a mobile friendly store that allows customers

to use their personal devices to tailor their journey around your shop floor and easily find desired products?

· How can mobile apps enable customers to plan, execute and review their in-store journeys to help them reach their shopping goals?

· How to simplify the customer journey around your store with use of in-app navigation and relevant communication

· How can you enhance in-store visits with apps by sending tailored content and relevant recommendations to shoppers to provide a more fulfilling experience?

· How to design apps for your store associates to help them better serve your customers and take advantage of cross- sell and up-sell opportunities

Jens-Jorg Simon, Senior Manager Retail Mobile, Omnichannel & Digital Retail, Adidas and TobiasSteinhoff,Senior Director Business Solutions, Global Sales - Retail & Franchise, Adidas














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CASE STUDY REVOLUTION: How to create a successful and scalable service-led customer experience

in your physical retail environment · How can implementing assisted selling help to improve customer

conversations in-store and elevate your overall customer experience?

· How can you introduce digital services that simplify the increasingly complex customer journey and that help both manage and drive footfall into your store?

· How can you work with your digital teams to create joined up experiences for your customers that drive loyalty and increase sales?

Ben Hatcher, Head of Retail Strategy & Governance, Vodafone

15.45 Afternoon Networking Break






DAY 1 CONTINUED

INNOVATION SPOTLIGHT

16.15 FIRESIDE CHAT: Mobilising your store associates with digital tools: How can you strike the right balance between technology and human interaction to elevate your store experience and support your shoppers’ missions? · Enabling great experiences: How can technology support your staff with rich content as well as product knowledge to

aid the customer conversation and improve the efficiency of customer service? · The power of face-to-face: How can you use digital to compliment your store’s service led environment by enabling your

staff to serve your customers in a more fun and personal way? · Empowering with digital information: How can you best facilitate your staff with digital tools to provide customised

experiences for your shoppers to surprise and delight them with product information and drive store sales? · How can your store associates use digital devices to collect consumer data to help them meet customer expectations

and add value to the shopping journey? Dean Bonas, Head of Sales Operations, Liberty Global Hannah Shepherd, Head of Retail Experience, Virgin Media

16.45














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CASE STUDY: Incentivising to increase digital engagement: How can you empower your store staff with digital tools that boost morale and increase motivation on the shop floor?

· Increasing digital adoption rates: How can you showcase the advantages of digital tools to your store staff to demonstrate what the benefits of leveraging technology can be for them?

· Provoking engagement: What are the best approaches to staff training programmes to get the most out of your digital tools and secure buy-in for digital across the business?

· Creating digital advocates across the company: How to successfully introduce digitally focused performance metrics to increase adoption across your entire workforce

· Creating connected services for store staff: How can you better understand their priorities and interests to help them tailor their own content on digital and improve their performance?

Michele Fuhs, Head of Future Retail - Premium Retail Experience, BMW Group

17.05 BOARD KEYNOTE: Digitally managed workforce operations: How can you transform business basics with digital tools and maximize store performance? · Defining a retail process that works for your business: What are the key considerations when choosing different types of

technology to support your staff efficiently run your stores? · Making sure digital tools are fit for purpose: How to select and use digital to improve the role for your store staff and

boost job satisfaction · How to devise a solid strategy when introducing new technologies in-store to ensure you can successfully project

manage from behind the scenes · Moving towards automation: How can digital tools help to remove the heavy lifting logistical workload for your staff and

cut down on paper work? Richard Hewitt, Head of Digital Stores, Marks and Spencer

EXPLORING EMOTIONAL ENGAGEMENT

17.25 INSPIRATIONAL GUEST SPEAKER: How to tap into the key drivers of consumer behaviour to improve your in-store offering and build stronger relationships with your top shoppers · Building emotional intimacy: How can you get to know your customers more intimately to forge lasting and emotional

connections for your brand? · Forging friendships: How can you engage with your consumers to gain their trust and turn infrequent shoppers into

your biggest buyers and maintain brand loyalty? · Beyond customer data: How can you gain a deeper understanding of your customer’s habits, wants and desires to

better fulfil their shopping needs? · How to tap into your shoppers basic behavioral drivers with immersive technology to move them along the path to

purchase · How can you accurately monitor and measure the personal interactions in the shopping journey to improve the human

side of your in-store experience? Kate Nightingale, Consumer Behaviour & Psychology Lecturer, London College of Fashion & Founder, Style Psychology Ltd.

FINDING THE NEXT BIG DIGITAL DISRUPTOR

17.40














Fixed IncomeDRAGONS’ DEN: Of the many new technologies now entering the digital space, which are the best ones to invest in to improve your in-store experience?

Join our dragons as they assess the latest in-store innovations from start-up companies pitching their tech in a bid to win first place. Listen up as the dragons review the technology’s benefits to your business, predict their future success and deliver their verdicts. The ultimate decision is in your hands though, as the audience get to vote for their favourite. Will you find the next big thing?

Moderator: Liberty Mawhood, COO, L Marks

18.10 Chairperson’s closing remarks

18.15 Networking Drinks Reception

DAY 1 CONTINUED

A thoroughly relevant and informative eventMartin Goldstein, Head of Purchasing, River Island

Attend Future Stores if you want to gain inspiration and tactical strategies that will add value to your business as you harness the use of digital to drive in-store saleKelly Tolan, Head of Customer Experience, Virgin Media









Day Two: Monetising Digital In-StoreThursday 1st June 2017

8.00 Registration And Coffee

8.45 Director’s Welcome Address: Lucy Bradley, Editorial Director, WBR

8.50 Chairperson’s Opening Remarks

BUILDING A CONNECTED CUSTOMER JOURNEY

9.00 BOARD KEYNOTE: Keeping your store relevant in a digital era: How to create connected digital experiences that meet the increasing demands of the growing millennial shoppers market · How can you introduce new digital channels to serve shoppers whenever and wherever they want and deliver a

connected retail experience? · Enhancing the end to end experience: How can you design your store to interact with your digital channels on consumer

devices to effortlessly guide them along their shopping journey? · Creating a future-proof customer experience: How to define and plan for the expected future customer demands to

remain relevant and stay ahead of the game · Gaining a holistic view of your customer: How can you respond to changing consumer needs by seamlessly connecting

your channels to provide a relevant in-store experience? · How to create a retail destination with new store concepts to entice millennial shoppers to increase future footfall and

conversion in-store Guy Smith, Head of Design, Arcadia

9.20 MORNING CASE STUDY: From e-commerce startup to Omni-channel leader - The story of Sephora Southeast Asia · Illuminating insights from customer journey mapping in nine diverse countries · How can you unleash the power of “browse, buy, ask and exchange where you want” retail · How can you successfully tackle problems on pricing, selection and promotion principles? · Lessons from retail in Southeast Asia: How you can truly succeed with Omni-channel?

Simon Torring, Head of Innovation and Omni-Channel, Sephora

10.00 INSPIRATIONAL SESSION: Bringing your store to life: How to integrate augmented reality into store design to elevate the customer experience and stand out in the crowded retail marketplace · Provoking consumer curiosity: How to leverage augmented reality to provide a truly immersive experience for your

customers and drive traffic into your store · Exploring how to leverage augmented reality to increase sales speed by allowing your customers to preview products

and tailor their own designs in real-time without trialing products back at home · How to introduce augmented reality at PoS to increase shopper excitement and encourage emotional commitment

to buy · How to use augmented reality to make your customers feel at ease at the point of purchase by removing the risk of

buying blind Simon Silva, Global Customer Experience Director, Bang & Olufsen

10.25 KEYNOTE INTERVIEW: Making the right store investment decisions based on ROI: Which new store concepts are a ‘’must have’’ vs ‘’a nice to have’’ and should be considered in your strategy? · How to separate the nice to have from the business must-have to get the most out of your store investments · Creating the building blocks for store improvement: How can you take a customer-centric approach to store design to

ensure your bricks and mortar investments have the greatest business impact? · Enhancing the social and physical delivery of bricks and mortar: How can you implement clever store designs that add

that “something extra” to improve your customer experience and drive in-store sales? · Taking digital to the next level: How can digital channels help drive in-store services to ensure you never miss a sale?

David Blakeney, Director of Store Development, House of Fraser

11.00 Morning Networking Break

DAY 2 CONTINUED







REVOLUTIONISING IN-STORE SALES

Implementing New Store ConceptsChair: Andrew McClelland, Managing Director, Mirador

Leveraging The Latest TechnologyChair: Andrew McClelland, Managing Director, Mirador


Extracting Customer Insights

11.45














Fixed Income

CASE STUDY REVOLUTION: How to incorporate new in store services to provide your customers with

enhanced shopping experiences so you don’t loose a sale · How to use digital designs to deliver an exceptional customer

experience and increase conversion rates in your store · How can digital tools aid your internal operations to increase

order fulfillment efficeincy and provide a seamless customer journey?

· Service vs promotions: How can you transform your instore customer service to positively impact sales rates in bricks and mortar?

Gijs van Engelen, Director Omni-Channel, Hunkemöller International














Fixed Income

CASE STUDY REVOLUTION: How to effectively introduce interactive kiosks into your store to create an

endless aisle experience for your shoppers · Browse and buy: How can you position interactive kiosks instore

to enable customers to browse and pay for relevant products with ease so you don’t lose a sale

· How can touch screen kiosks help customers conduct their own stock check for products they haven’t spotted on the shelves and order them home to provide extra value instore

· How can you organise kiosk content in the most engaging way to keep your customers in your store for longer and increase purchasing opportunities

· How can kiosks replace the service of store agents for customers who don’t want to interact instore and still get all the information they need?














Fixed Income

SYNERGY WORKSHOP: Designing for today’s shopper: How has the rapid growth of digital changed

customers retail expectations and how can you deliver the ultimate shopping experience by developing your in-store services? · How to leverage a 360 perspective of your customers collected

along the connected journey to improve your customer service at PoS

· Creating a frictionless in-store checkout process: How to implement mobile PoS to eradicate customer queues and increase store sales

· Emphasising service related roles in-store: How you can increase service roles in the store to make your customers feel at ease during the buying process and drive store sales?

· How can you provide your store associates with mobile technology to increase product knowledge and improve your customer service to boost sales?

Marta Sanchez Serrano, Head of Retail Experience and Operations, Vodafone














Fixed Income

CREATIVE BOARDROOM: How to leverage all the data you have at your finger tips to drive in-store

operational efficiencies · How to extract insights from consumer data to increase instore

conversions and drive the business bottom line · How to leverage customer data to provide your shoppers with

relevant services and optimise store sales · Combining data insights with brand values: How to best use

consumer data to provide authentic customer experiences in your stores and enhance the appeal of your wider brand

· How to leverage data insights to gain a realtime view of your customers along their shopping journey to recommend products that match their shopping goals before they realise they need them

12.30














Fixed Income

CASE STUDY REVOLUTION: Cross country payment options: How to select payment systems that

match local cultural preferences and meet the needs of your global customer base · How can you introduce new instore payment systems that

compliment your products and match how your customers like to shop?

· How to adapt your instore payment offering to match your online experience and maintain a seamless shopping experience

· How to introduce selfscan and pay into your stores to make large shopping trips easier for your customers

· How can you mobilise your staff with payment systems to allow customers to skip the queues and pay anywhere instore?














Fixed Income

CASE STUDY REVOLUTION: How to unlock the full potential of RFID to increase the accuracy of your

stock management and ensure your customers leave your store satisfied with the products they came to buy · Achieving single inventory accuracy: How to gain realtime

inventory visibility to improve your store operations and provide a seamless buying experience for your shoppers

· Key insights on inventory: How can RFID increase the accuracy of buyonline and collect in store services to drive footfall into your store and away from competitive brands?

· How to use RFID to ease store management processes for your store associates and get your products into shoppers hands at pace

· How can RFID benefit the wider store environment and supply chain process to help drive the business bottom line?

Active Participant: Martin Goldstein, Head of Purchasing, River Island














Fixed Income

CREATIVE BOARDROOM: How to gain a single view of your customer across all channels and

use this insight to optimise their experience at each touch point in the sales process · How can you convince your customers to share their

personal data with you and use it in an ethical way to increase engagement?

· How can you extract intelligence from consumer data to better engage with your current customers and reach a wider target group to increase the scope of your brand?

· How to extract personal information from your consumer data to gain a holistic view of your their needs

· How to extract insights from data to better segment your customer base and tailor relevant retail experiences for each profile

13.15 Networking Lunch Break






DRIVING BRAND LOYALTY14.15














Fixed Income

CASE STUDY: Creating brand ambassadors: How to leverage smart loyalty schemes that keep your customers coming back to your stores over your competitors

· How can you take advantage of digital loyalty schemes to manage and strengthen your relationships with your customer base? · How can you provide relevant location-based loyalty offers to nearby shoppers to drive them into your store and increase

opportunistic sales? · How to provide new digital services to your loyal customers to make their shopping experiences easier and further embed

the relationship you have with your frequent shoppers · The future of loyalty: How can retailers replace points with currency to entice shopper sign-up and provide real value for your

loyal customer base Simon Færch, Head of Digital Products, Coop Danmark

EXPLORING NEW TECHNOLOGY14.35














Fixed Income

OXFORD STYLE DEBATE: Building an in-house innovation hub is the only way to trigger a culture of digital adoption and provide a truly connected customer journey

Secure your front row seat as the conference room turns into a debate forum. Choose your position in the opening audience vote and then engage with industry experts as they present their motions, question the opposition, defend their point of view and conclude with their closing statements.

Will your opinion change by the closing vote, as you decide who delivered a knockout argument and claims debate victory?

15.00 BOARD KEYNOTE: How are pure online players disrupting the future of the marketplace and how can traditional bricks and mortar retailers protect their market share? · How are pure online players increasing their retail presence with the addition of bricks and mortar and what does this mean

for high street giants? · What are the key store development considerations for bricks and mortar retailers now that pure online players are starting

to take presence on the high street? · How can traditional retailers use their physical and digital presence to leverage customer communication across all channels

and keep shoppers engaged? · Educating the high street: How can established brands learn from pure play retailers to optimise their wider omni-

channel offering?

15.20 Fully engage with the most contentious and divisive issues currently facing your industry. Sit back and witness industry-leading figures pitting themselves against each other in a battle to deliver the knockout argument. Then, continue the debate in your own small roundtable groups until you reach a majority viewpoint. Will you reconsider your position? And will you walk away with a fresh mind-set and better prepared to take on this key conundrum?













Fixed Income

OXFORD STYLE DEBATE: The entrance of pure online players on the high street poses a serious threat to the existence of major retailers today

Secure your front row seat as the conference room turns into a debate forum. Choose your position in the opening audience vote and then engage with industry experts as they present their motions, question the opposition, defend their point of view and conclude with their closing statements.

Will your opinion change by the closing vote, as you decide who delivered a knockout argument and claims debate victory?

FUTURE FOCUS: 2027 AND BEYOND 16.00 CRYSTAL BALL OUTLOOK: The future of bricks and mortar: What will be the next big game

changers in retail that will transform the store of 2027? · Taking a futuristic outlook: How will digital be leveraged in stores to keep retail relevant in the new shopping era? · How are customer expectations likely to evolve and dictate what will stay in-store and what will be replaced by online

channels? · Reimagining the possibilities of the physical store: Will shelving remaining relevant with increased digital touch points in store? · How will the role of the store associate change as innovation in bricks and mortar continues to become more digital? · Which digital technologies will become the next game changers for the retail marketplace?

16.40 Chairperson’s Closing Remarks

16.45 Close of Conference

DAY 2 CONTINUED

Welcome to London, Europe’s Retail Hub Stylish hotel close to the best flagship stores in central London

The Radisson Blu Portman Hotel delights its guests with an inviting ambiance and location in the heart of London. Within minutes of key flagships stores [see map below], Future Stores’ delegates can immediately see theory put into practice and enjoy London’s best stores. The hotel is also conveniently close to the Marchle Arch Tube station, for ease of travel.

Address: 22 Portman Square, Marylebone, London W1H 7BG

Apple Store: 235 Regent St, Mayfair, London W1B 2EL

Burberry Store: 121 Regent St, Mayfair, London W1B 4TB

John Lewis: 300 Oxford St, London, W1C 1DX

Selfridges: 400 Oxford St, London

Cath Kidston: 178 - 180 Piccadilly, London, W1J 9ER

Debenhams: 334-348 Oxford St, Marylebone, London, W1C 1JG

Dover Street Market: 8-22 Haymarket, London SW1Y 4DG

Nike: 236 Oxford St, Marylebone, London W1C 1DE

Liberty London: Regent St, Carnaby, London W1B 5AH

Some of the best flagship stores in central London within walking distance:

Oxford St.

Brook St.

Grosvenor St.

Piccadilly

St.

A5204

Regent St.

Park St.

The Radisson Blu Portman Hotel

Audley St.





24 25HOW TO REGISTER: futurestoreseurope.com | +44(0)20 73689894 | [email protected] DELIA TODAY! Delia Manole | [email protected] | +44(0)20 736 9865

Why Sponsor?Retailers understand that offering an incredible in-store experience is key in meeting their customers’ expectations and building loyalty. The vast majority of retailers are planning to increase their investment levels in in-store technologies, to boost high street sales.

It’s clear that in-store investments is in front of mind for all retailers. Future Stores connects you to the right people in a space designed to optimise your relationship building. You get access to the audience through:

Sponsorship gives you access to the Future Stores audience through:

· Face time. Meet 150+ in-store experience innovators at your booth, at sessions, roundtables, in workshops and more.

· Fun Networking. Talk to the people you’re there to meet. Host your own private breakfasts & lunches, one-on-one meetings, cocktail parties… Your prospects will get back to the office with your brand on their minds!

· Branding. Have your brand featured on the main agenda, in emails, on our website, and throughout the event floor space.

· Marketing: Showcase your solutions and run product demos to drive demand amongst your target market.

In-Store Digital: Priority In The Next Two Years

How will your digital investments to drive in-store sales evolve in the next 12-24 months

n Increase 61.2%

n Remain stable 38.8%

n Decrease 0%

n Don’t Know 0%

Your low Priority

Low Priority

High Priority

Very High Priority

Pricing & Registration

Conference price subject to 20% UK VAT

You can review our full cancellation and substitution policy, as well as data protection guidelines here.

*A qualified retailer is not: Any service provider to business to consumer organizations - Including software vendors, internet developers, technology vendors, solution providers, third party logistics providers, consultants or companies with primary revenues resulting from commissions, subscriptions and/or advertising. Worldwide Business Research reserves the right to enforce the rate for non-luxury brands

Fee includes continental breakfast, lunch, cocktail receptions and conference documentation.

Retailers

Book before 21st April

£899SAVE £100

Final Price

£999

Non-Retailers

Book before 21st April

£2299SAVE £300

Final Price

£2599

Contact Matthew today!Matthew Jowett-Bake [email protected] +44(0)20 73689414






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