FORWARD TOGETHER

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Thursday, January 21

11:00am11:45am
Keynote Session

Retail’s rethink moment: Reimagining business as UNusual with Saks Fifth Avenue and lululemon

11:00am11:45am

The most opportunistic point of view is that "from crisis comes immense opportunity." This year that edict remains more relevant than ever. In this mainstage session, hear how retail has risen to the occasion to re-imagine the experience in the most unusual of times. In back-to-back fireside chats, leaders from high-end luxury department store Saks Fifth Avenue and prominent athletic apparel company lululemon share their companies' journeys in thinking differently to meet the immense challenges this year has brought to bear.

First, Saks President and CEO Marc Metrick will share insights about the current luxury consumer mindset, the quick decisions and strategic actions taken to manage through the pandemic and beyond, and how his team is reimagining the shopping experience to solidify Saks’ position as the premier luxury shopping destination.

Next, lululemon President of Americas and Global Guest Innovation Celeste Burgoyne, will talk about the company's thoughtful COVID-19 response strategy, as well as how its global approach to omni channel and guest innovation and engagement experiences helped the company scale while many retailers pulled back.

12:00pm12:30pm
Exhibitor Big Ideas

How Europe’s top beauty retailer grew digital 10X and became their customers number 1 choice produced by Algonomy

12:00pm12:30pm

Matas is Denmark’s one-stop beauty destination whose share of digital grew 10X in the last three years. A key reason for their success is connected, personalized buying experiences across digital and physical channels. As the online boom continues, the beauty giant recognizes transactions as the starting point for relationships.

Brian Andersen, eCommerce Director at Matas shares how retailers can plot a new trajectory, even as customer needs evolve. Understand the pillars of digital transformation and the importance of algorithmic customer engagement as retail enters the new, digital-first future.

How Sally Beauty delivers continuous omnichannel innovation produced by IBM

12:00pm12:30pm
The customer demand to buy differently is driving seismic shifts in omnichannel fulfillment. Learn how Sally Beauty is taking bold bets on technology to deliver more dynamic customer experiences. In this session, you’ll hear how omnichannel fulfillment does not have to be an intense project if you have the correct foundation in place. This session is perfect for technology and customer experience leaders who want to better understand retail use cases for AI and practical steps for integration.

When you interact with IBM, this serves as your authorization to NRF or its vendor to provide your contact information to IBM in order for IBM to follow up on your interaction. IBM’s use of your contact information is governed by the IBM Privacy Policy.

 

Kevin Reese

Kevin Reese

Market Leader – Distribution, AI Applications
IBM

Why frontline forward is 2021’s winning strategy produced by Axonify

12:00pm12:30pm
2020 put frontline employees in the spotlight. It also highlighted the importance of being frontline forward. In this session, you’ll hear firsthand how retail leaders from O’Reilly Auto Parts and rue21 adapted to meet the changing needs of their frontline. They’ll tell you why, despite leading different parts of their organizations, they both believe frontline associates are key to unlocking competitive advantage. You’ll also learn what it means to be frontline-forward and how to reap the benefits of a frontline workforce that’s ready for anything.

You had me at Hello produced by ULTA Beauty and TIBCO

12:00pm12:30pm
Get insights on how the largest beauty retailer in the U.S., ULTA Beauty, created the ULTAmate omnichannel experience for their guests through the use of real-time data analytics. By leveraging data as part of their beauty regime, they ensured guests not only benefitted from their products but also from their interaction with Guest Services.   
Debra Coomer

Debra Coomer

Sr. Director of Enterprise Data, Analytics & Integration
ULTA Beauty
Featured Sessions

Making moments that matter: How Hershey led with insights to meet the changing needs of consumers

Tech innovation: What consumers want and where retailers should invest

12:00pm3:00pm
Networking Event

Virtual Expo

12:00pm3:00pm

Retail's greatest technology marketplace returns in a virtual format, giving you the opportunity to build new partnerships, explore the latest tech and discover the solutions that will help your business succeed.

The NRF 2021 - Chapter 1 Expo allows you to navigate hundreds of exhibitors by company name or product category, so you can easily find the next big thing before it's big!

12:30pm1:00pm
Exhibitor Big Ideas

Salesforce Unlock the Shopper Journey Lunch and Learn Session: Hästens delivers the store experience of the future

12:30pm1:00pm

With the onset of COVID-19, there was a dramatic shift in consumer behavior and a digital acceleration as thousands of retailers were forced to shut their doors. 

At some point, stores will fully reopen. To drive foot traffic, which was already waning pre-pandemic, retailers need to create highly differentiated, omnichannel experiences for today’s digital-first shoppers. Learn how world-renowned bed brand, Hästens is transforming their in-store customer experience through the Salesforce-Apple strategic partnership and how you can create the store experience of the future today.

Gavin Frank

Gavin Frank

Senior Director for Retail & Consumer Goods Global Solutions & Ecosystem
Salesforce
1:00pm1:30pm
Exhibitor Big Ideas

Automated and adaptive supply chain planning: Big Lots’ successful forecasting and replenishment transformation produced by RELEX solutions

1:00pm1:30pm
With over 1,400 stores across the US and approximately $6 billion in sales, omnichannel operations, and a highly varied assortment ranging from furniture to food, flexible supply chain management is essential for Big Lots. Currently, a highly efficient team manages end-to-end forecasting and replenishment. Throughout the COVID-19 pandemic, the team has successfully handled both demand surges and supply shortages. Learn how RELEX’s demand and supply planning has enabled Big Lots to become more efficient and adaptive in a highly turbulent retail market.

How PVH is reshaping its omnichannel retail experience to win and retain customers produced by Forter Inc.

1:00pm1:30pm
When COVID struck, inventory management and maintaining relationships with its customers - no matter what the channel - became even more central to PVH’s long term success. We’ll take a look at how the partnership with Forter helped PVH leverage the power of AI to adapt its got to market strategy to ensure customers continued to have a great experience while also approving more transactions and blocking the risk of fraud.

Loblaw Companies Limited leverages IBM to modernize to the cloud produced by IBM

1:00pm1:30pm

Retailers are facing new challenges and need to change how work gets done. Forward-looking companies like Loblaw utilize automation to create intelligent workflows and deploy digitally through hybrid multi-clouds. Intelligent workflows allow retailers to increase the confidence and speed in how decisions are made, create more meaningful experiences for customers and employees and improve productivity by empowering people to do higher-value work. 
This session is ideal for retailers ready for a digital transformation.

When you interact with IBM, this serves as your authorization to NRF or its vendor to provide your contact information to IBM in order for IBM to follow up on your interaction. IBM’s use of your contact information is governed by the IBM Privacy Policy.

 

Retail still rocks: And we built a store in lockdown to prove it produced by Capgemini

1:00pm1:30pm
Launching at the end of January, founding partners Capgemini, The Drum and SharpEnd officially open CornerShop, a live store in London where we transform retail shopping and customer engagement for the ‘new normal’.  Using the latest technologies, we have reimagined shopping experiences for food, drink and fashion and can’t wait to start testing these with our customers. Join us at the store during the presentation to find out more about the journey we have been on, and where we are heading.
Steve Hewett

Steve Hewett

Global VP, Retail Customer Experience
Capgemini Invent
Equality Lounge

The new ethics of tech: Equity, diversity and human-centered design

1:00pm1:30pm

How can retail and tech companies find the best talent while keeping equity and diversity a priority? What is human-centered design and how does it affect people of color? In this discussion, leaders will talk about the women leading in retail tech, techniques for finding the best talent from recruitment to partnerships, and how companies can change their design processes to build more inclusive technology.

Sarah Thomas

Sarah Thomas

Executive Strategist - Aging Innovation
Aging2.0/Nexus Insights
1:30pm2:00pm
Exhibitor Big Ideas

Cinemark's path to AI-optimized labor scheduling using Legion WFM sponsored by Legion Technologies

1:30pm2:00pm
Learn how Cinemark is transforming labor scheduling. Cinemark is improving employee engagement, managing compliance requirements like the scheduling of minors and predictable pay, while simultaneously building a foundation for AI-powered scheduling to improve labor utilization. With Legion WFM, Cinemark is able to improve manager efficiency and communicate real-time schedule updates. Cinemark is also providing employees with an easy way to swap and claim shifts, even across locations, without worrying about compliance issues. 

Future of retail: Three trends and how AI can drive business success produced by Kinaxis

1:30pm2:00pm
Retailers face many challenges when it comes to responding to customer needs, especially in times of uncertainty. With disruptions like changing trade regulations, economic uncertainty, natural disasters and COVID-19 creating challenges for consumers and supply chains alike, retailers need to plan accordingly and adopt new strategies to stay successful and competitive in the future. Join Kerry Liu, EVP Strategic Innovation, Kinaxis, and Waleed Ayoub, VP ML Platform, Kinaxis, to explore key retail trends and how new strategies that include AI can help predict consumer demand. 

The hidden dangers of neglecting the NOW customer produced by Simplr

1:30pm2:00pm

Phenomenal CX is one of the few remaining ways to stay competitive and keep your business afloat. Today’s “NOW consumer” is always ON – through chat, messaging, email and social media. Anything short of meeting the NOW consumer where they are amounts to nothing less than customer neglect. 

Tune in as Simplr’s CMO, Daniel Rodriguez, reveals challenges and dangers that are emerging for CX professionals, and how to prevent and correct customer neglect so you can steer your company’s CX in the right direction.

What shoppers expect to see in stores in 2021? produced by SES-imagotag

1:30pm2:00pm
A discussion with Ricardo Ponce, Concept & Innovation at L’Oréal and Jean-Christophe Solus, VP Shopper Engagement & Ads of SES-imagotag, on the future of the in-store experience.
1:45pm2:15pm
Featured Sessions

Pursuing rapid digital transformation in response to market adversity

Technologies shaping the store of 2025

2:00pm2:30pm
Exhibitor Big Ideas

Applying the Headless Commerce approach to AI to optimize every step of the customer journey produced by Algolia

2:00pm2:30pm
AI can be a powerful tool for personalizing online and in-store shopping experiences, but doing this at scale across the customer journey can be a daunting task for many development teams. In this session, Bernadette Nixon, CEO of Algolia, will discuss new strategies for applying the right AI model at the right step of the buyer journey.

Succeeding in the new normal and preparing for retail’s future produced by CDW

2:00pm2:30pm
As we look back on 2020, join retail experts David Dobson of Intel and Andy Szanger of CDW Retail as they discuss how technology and digital transformation helped retailers succeed this past year and is preparing them for the future. Due to shifts in customer experience, consumer spending, and new health and safety measures, retailers are continuing to leverage technology solutions and the latest innovations in digital technology, store connectivity, and emerging analytics to stand out in the market.
David Dobson

David Dobson

Global Retail, Hospitality and Consumer Goods Industry Director
Intel Corporation

The intelligent business standard redefined with IBM-SAP Industry Cloud Solutions produced by IBM

2:00pm2:30pm

A new era of innovation has arrived. In this session hear about leveraging truly open architecture for two key topics:
1. Seamless omnichannel customer experiences with real time product availability and pricing
2. How to enable exponential value with pricing and promotions intelligent workflows and collaboration
This session is perfect for CEO, CFO, COO, CMO who want to modernize their business operations to meet the post pandemic end-consumer behavior

When you interact with IBM, this serves as your authorization to NRF or its vendor to provide your contact information to IBM in order for IBM to follow up on your interaction. IBM’s use of your contact information is governed by the IBM Privacy Policy.

 

The untapped ROI of caring post-sales produced by Shipup

2:00pm2:30pm
Caring for your customers is more important than ever, yet it’s difficult to genuinely show customers you care in a cost-effective way. In this session, we introduce Jeoffrey Jouannet, expert when it comes to caring for millions of orders per year in seven different languages all while scoring a 77pt NPS. We’ll discuss the ROI that’s not that hard to create just by following some clear KPIs and making sure your customers and employees feel the love!
2:45pm3:15pm
Exhibitor Big Ideas

AI-enabled forecasting, planning, and merchandising for 2021 and beyond produced by Impact Analytics

2:45pm3:15pm
A.I. is disrupting the world today and retail is not untouched. Impact Analytics is enabling retailers to step into the future today. Accurate Store SKU level forecasting by ADA helps mitigate the COVID-19 effects in merchandising. AssortSmart for mapping similar styles using descriptions. Pricing and promo management using PromoSmart. AllocateSmart for automated inventory ordering and allocation. Image based attribute tagging in AttributeSmart.

Enabling a retail renewable enterprise with digital core on SAP produced by Capgemini

2:45pm3:15pm

We combine our Industry Path solution for SAP S/4HANA with surround intelligent technologies, enabling you to become a Retail Renewable Enterprise – a company that’s constantly able to adapt and grow.

Join us to hear Liam Durbin, CIO at T. Marzetti describe their own experience of this approach. The result? Functional improvements every six months, a boost to business, an end to technical debt, and the opportunity to exceed customer expectations, unlock further value, and outpace the competition.

John Waymire

John Waymire

Vice President - North America, Consumer Products & Retail
Capgemini

From the beauty counter to the cloud: The Estée Lauder Companies journey produced by IBM

2:45pm3:15pm

With over 25 brands, The Estée Lauder Companies are supported by hundreds of beauty advisors and customer care agents around the world. When its employees began working from home in March, ELC had to find new ways to connect customers with associates, while still providing a high-touch, personalized experience through these new channels. Learn how ELC  reimagined its in-store engagements to create premier digital experiences, from seamless, direct-to-consumer sales using social media, to troubleshooting customer care and order fulfillment challenges, to ensuring customers can stay connected to their favorite products, wherever and however they shop.

When you interact with IBM, this serves as your authorization to NRF or its vendor to provide your contact information to IBM in order for IBM to follow up on your interaction. IBM’s use of your contact information is governed by the IBM Privacy Policy.

 

Andrea Chin

Andrea Chin

Executive Director of Global Consumer Care
The Estee Lauder Companies

The need for hyper-personalization in the new retail digital customer journey produced by Twilio

2:45pm3:15pm
The COVID-19 pandemic brought about a new and highly complex set of customer expectations. In this session we will discuss how brands can deliver on the new digital customer shopping journey, and how to offer smooth and seamless shopping experiences. We will unpack how our partners and customers pivoted faster by prioritizing digital communications, and share the best use cases to deliver on convenience and safety.
3:30pm4:30pm
Fun For All

Cooking with celebrity chef Michael Symon sponsored by Medallia

3:30pm4:30pm

Join us for an interactive, family-friendly cooking class with chef Michael Symon.

This is your chance to cook alongside this award-winning chef and restaurateur. Here is a shopping list and recipes, so plan to make a new and tasty dish with family members and fellow retailers.