08:30 - Registration Nathalie Veysset, Managing Director, Dewitt (Switzerland) Registration

09:00 - Luxury retail: strategic perspective and recent trends: what lessons? Nathalie Veysset, Managing Director, Dewitt (Switzerland) Examining the flagship store phenomenon and recent evolutions in luxury retail formats : from product to experience Addressing other relevant luxury retail trends and channels: department stores, travel retail, pop-up stores and co-branding practices, artistic exhibition, cultural expression Creating a dream for your customer to aspire to dream while preserving an elitist cachet to appeal to the wealthiest clients? Creating a retail environment fully coherent with the brand codes and values that brings together “ethics and aesthetics”

10:00 - Coffee & Networking Break Nathalie Veysset, Managing Director, Dewitt (Switzerland) Coffee & Networking Break

10:30 - Examining effective luxury retail management strategies in detail - Part 1 Nathalie Veysset, Managing Director, Dewitt (Switzerland) Improving customer service Increasing customer satisfaction is the best way to gain new customers and increase loyalty: What lessons can luxury retailers learn from some of the most successful retailers or luxury hoteliers? Rediscovering the true spirit and culture of retail Passion, entrepreneurship, curiosity, empathy, expertise are all necessary to develop a new managerial and leadership style, motivate and inspire sales staff and delight customers: How does this impact the desired profile and skills of retail directors and store managers? Communication If the stores are a great communication tool for the brands, how should the brand better communicate about its stores in a crowed retail environment to make it a real “destination”? Attention to details in luxury retail How can luxury retailers “make a real difference” by developing a “zero default” strategy throughout the store concept and maintenance, the staff education, the art of luxury service?

12:30 - Networking Lunch Nathalie Veysset, Managing Director, Dewitt (Switzerland) Networking Lunch

13:00 - Examining effective luxury retail management strategies in detail - Part 2 Nathalie Veysset, Managing Director, Dewitt (Switzerland) Organizational perspective How do you ensure that retail is increasingly integrated and aligned with the other departments of a luxury retail brand such as product & visual merchandizing, CRM, PR, supply chain & logistics Financial perspective Understanding retail margins dynamics and control points in the modern luxury retail environments Customer management perspective From global CRM systems to VIP policies and what's at stake in the store in terms of interfacing with customers on a daily basis Floor management perspective Effectively monitoring retail operations, train & motivate sales staff and achieving the right image/commercial balance

15:00 - Challenges and opportunities of the luxury interactive phenomenon and Web 2.0 for luxury brands Nathalie Veysset, Managing Director, Dewitt (Switzerland) What is luxury interactive all about? Luxury brands and social networks : the lessons to learn from the US market trends Luxury brands and on-line distribution: are “brick and click” strategies the best response, what is currently at stake for luxury brands with on-line distribution?

16:00 - Close of Masterclass Nathalie Veysset, Managing Director, Dewitt (Switzerland) Close of Masterclass