Transforming In-Store Experiences for Future Retail

December 8, 2020 | 12:00 PM ET

The Future Stores Virtual Event


Insights that provide an answer to the question, "Where do in-store retailers go from here?"

Consumers have shown that physical stores remain relevant in the age of digital retail, and even amid the global disruptions of 2020. But brands now have more opportunities to differentiate in-store experiences from competitors. They must also increase the value of in-store experiences alongside or as an alternative to digital sales.

Now, in-store retailers look towards an uncertain future. They must prepare themselves for an unfamiliar retail environment where customers depend on them for not only safety and social responsibility, but exceptional experiences as well. This virtual event focuses on the transformative experiences that will shape the future of in-store retail in these contexts.



Featured Speakers

The Future Stores Virtual Event Agenda


All times listed are in ET

December 8, 2020

  • 11:00 am - 12:00 pm

    11:00 am - 12:00 pm

    Ben Nevas, Corporate Account Executive, Bold360 by LogMeIn


    [This interactive roundtable required a separate registration. Please register for the Zoom session here. Limited seating available.]

    This year showcased the power and importance of having an integrated customer experience. Online sales grew nearly 50% at the pandemic's peak, and more people than ever are shopping online and utilizing store pick up options. Customers seek out brands that understand them and their needs, along with those that make it easy to work with and embrace the flexibility customers now require. Customers need and want convenience while still getting a world-class customer experience.

    During this roundtable discussion, we will discuss:

    • What the future of customer experience looks like in this new digital-first era

    • How to utilize the advantages of frictionless customer experiences

    • CX and customer service technologies for brands to consider moving into 2021

    Learn more
  • 12:00 pm - 12:05 pm

    12:00 pm - 12:05 pm

    Chris Rand, Virtual Event Producer & Research Manager, Future Stores | WBR Insights

  • 12:05 pm - 12:15 pm

    12:05 pm - 12:15 pm

    Jordan Ekers, Co-founder & Chief Customer Officer, Nudge

  • 12:15 pm - 12:40 pm

    12:15 pm - 12:40 pm

    Katherine Bryant, GIA AJP, GIA Diamonds Graduate | District Supervisor, REEDS Jewelers
    Nina Love, Director of Stores, Signet Jewelers
    Jordan Ekers, Co-founder & Chief Customer Officer, Nudge

    Customer loyalty initiatives are evolving, and becoming increasingly critical to long-term business success. This session explores opportunities to align frontline employees with new and business-critical loyalty goals.

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  • 12:40 pm - 1:00 pm

    12:40 pm - 1:00 pm

    Joli Hensley, Manager of Digital Channels, Advia Credit Union

    Advia Credit Union’s mission is to provide financial advantages by offering the quickest and easiest solutions to its more than 160,000 members across Michigan, Wisconsin, and Illinois. To meet this goal, Advia embraced technology to drive excellent customer service experience. Join Joli Hensley as she shares how their AI-enabled chatbot, Ava, is allowing members – and even their employees! – to have a concierge-type of servicing through multiple channels, including web, live chat, and SMS. Joli will discuss how integrating Bold360’s platform helped Advia achieve a 75% deflection rate and cost savings in the hundreds of thousands yearly along with higher customer satisfaction.​

    Learn more
  • 1:00 pm - 1:25 pm

    1:00 pm - 1:25 pm

    Matt Werder, Director, Retail Experience, Fleet Feet

    Consumers already expect value-added experiences when they visit retail stores. The events of 2020 have evolved their expectations even further, forcing in-store retailers to respond. This session identifies the new best practices for store planning, staffing, or merchandising techniques.

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  • 1:25 pm - 1:45 pm

    1:25 pm - 1:45 pm

    Elizabeth Ebert, Executive, Global and NA American IT Advisory Lead, Avanade
    Rasmus Hyltegård, Director Advanced Analytics and AI Lead, Retail Industry, Avanade
    Aaron Reich, Global Lead, Emerging Technology, Avanade

    Amid the ever-changing retail landscape in 2020, stores still remain at the heart of retail. But what does it mean to move from the Store of Now to the Store of Next and make the necessary improvements to create the future “Intelligent Store”?

    Join Avanade for an interactive conversation as we review the turbocharged pace of change and adjustments for retail stores in 2020 and beyond. We’ll discuss near-term priorities and long-term aspirations as retailers work to rethink and reformat their physical stores, bridge the gap between physical and digital, and we’ll close with some inspirational examples of the opportunity for retailers to create experiences that matter most for their employees and their customers.

    Key takeaways:

    • Retail Trends/Themes for 2021 based on research conducted by Avanade and Accenture (Avanade’s parent company).
    • Ways for retailers to rethink their “phygital space” to remain relevant in the store environment.
    • Discussion of new omni-channel experiences and Microsoft technologies to enable a cohesive and consistent seamless customer experience while empowering your employees to focus on the journeys that matter.
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  • 1:45 pm - 2:10 pm

    1:45 pm - 2:10 pm

    April Breunle, Director of Retail Showrooms, Lovesac
    Matt Werder, Director, Retail Experience, Fleet Feet
    Melissa Wong, Co-founder and CEO, Retail Zipline
    Jordan Ekers, Co-founder & Chief Customer Officer, Nudge

    In-store employees are increasingly responsible for the positive experiences of your customers. Customers look to your frontline teams to be both responsible and proactive in supporting their safety as well. This session visualizes how frontline teams can contribute to the exceptional in-store customer experiences of the future.

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  • 2:10 pm - 2:35 pm

    2:10 pm - 2:35 pm

    Chris Rehkopf, Manager – Store Operations, Store Initiatives and Innovation, Designer Brands – Designer Shoe Warehouse
    Jordan Ekers, Co-founder & Chief Customer Officer, Nudge

    Most in-store retailers have only begun to scratch the surface in terms of how to better apply data in physical stores. This session explores possibilities, best practices, and new opportunities for leveraging data to improve in-store shopping.

    Learn more
  • 2:35 pm - 3:00 pm

    2:35 pm - 3:00 pm

    Chris Rehkopf, Manager – Store Operations, Store Initiatives and Innovation, Designer Brands – Designer Shoe Warehouse
    Gene Bornac, Chief Strategy Officer, enVista
    Jordan Ekers, Co-founder & Chief Customer Officer, Nudge

    Customers increasingly expect synergies between their online and in-store experiences with a single retail brand. This panel identifies opportunities for bridging these two worlds successfully, featuring insights from omnichannel retailers doing just that.

    Learn more
  • 3:00 pm - 3:05 pm

    3:00 pm - 3:05 pm

    Chris Rand, Virtual Event Producer & Research Manager, Future Stores | WBR Insights

Innovations and solutions, just a click away
A Virtual Event mirrors our in-person conferences. We’re bringing you exclusive knowledge from industry leaders all over the world at the touch of a button.

Seasoned Retail Innovators

Listen to industry leaders discuss their perspectives on the industry throughout 2020 and beyond.

Solutions to Pressing Industry Problems

Hear from your industry peers about their recent successes, as well as solution providers about the leading tools driving the healthcare industry forward.

Insights on the Subjects That Interest You

Select the sessions that make the most sense for you and your team. Listen live, or access the sessions on demand later—once you register, it’s up to you!

Trusted by the World’s Leading 
In-Store Retailers

“Future Stores is by far the best retail conference I’ve ever attended. Everything from the quality of the speakers to their actionable insights, to the audience was thoughtfully curated.”

Mark Voysey, CEO
 Roula

A One of A Kind Audience
Future Stores is for innovators that want to provide their customers with a world class in-store experience. This community is a one-of-a-kind mix of executives focused on store experience, operations, innovation, and omnichannel.

Why You Should Listen In

No Cost to You

Every single session is totally free, no matter what. This is major value at ZERO cost.



Always Accessible Content

If you can't make all of the sessions, no biggie. Everyone registered gets a copy of the on-demand sessions.

Future Stores Virtual Event

No OOO Necessary

Enjoy all the perks of a live event from the comfort of your own home.



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How Our Virtual Events Work:


Participating in a virtual event is easy. Once you and your team register, each of you will receive a link to access the presentations. You can also add the event to your Outlook or other calendar as a reminder. You do not need to download or install any software to participate. All you need is Internet access. The sessions will be recorded, and will be available for a limited time afterwards. It’s going to be a great event!

This event is exclusively for practicing retail executives from applicable organizations. Solution providers to these organizations and others will not be allowed to attend. Please register with your full company name and your corporate email address or you risk not gaining admittance. WBR reserves the right to not admit registrants based on company type.