7:30 am - 4:00 pm
7:30 am - 8:15 am
Breakfast and Networking Hall Open
8:15 am - 8:30 am
8:30 am - 9:10 am
Retail is Detail: The Era of Personalization
Delivering The Smart Last Mile for the world’s premier technology companies, Enjoy is elevating the customer experience by taking it one step further. Enjoy has created the next generation of retail – the mobile store – by delivering an on-the-go, personal, retail experience to customers for free that pairs the convenience of buying online with the confidence you get in a store, all in the comfort of your home. Ron Johnson joins us amid Enjoy's Canadian launch to share how his experiences with leading Apple Stores, Target and JC Penney created a clear vision that is winning customers coast-to-coast and across the pond.
9:10 am - 9:50 am
Interactive, Connected, and Unexpected: A Role for Brick and Mortar
Where retailers were once racing to get online to master the art of ecommerce, many direct to consumer brands are now investing in brick-and-mortar to create experiences consumers cannot encounter online. As retail evolves brick-and-mortar has a new role as a showroom, a warehouse or even a place to hang out. Hear from retailers who are reevaluating the in-store experience and creating new opportunities to connect with their customers.
9:50 am - 9:55 am
Let’s Get Phygital
"Fast Five" Sponsor Highlight
Immersive experiences are a growing factor in the retail story. Yet many retailers lack the tools to measure customer response with same accuracy and speed as those made for eCommerce. Discover how retailers can collect and analyze the measurements from agile experimentation with A/B testing to maximize opportunities with the customer’s in-store experience.
9:55 am - 10:25 am
Build a Marketing Tech Stack that Powers Consumer Experience
Join Frederick Lecoq as he provides a strategy to sort through the clutter by designing and implementing the right marketing tech stack to deliver on your customer experience objectives. Looking at five major trends, Frederick will help retailers of all sizes identify priorities and where to find compromise that fits the budget.
10:25 am - 10:55 am
10:55 am - 11:25 am
Moving Forward with Impact
Explore the story of Montreal’s Matt & Nat, a company that is socially impactful while delivering products that continue to delight their customers. Sustainability and innovation go hand-in-hand with products ideated with special attention paid to material and quality which sets it apart in the eyes of their loyal and growing customer base.
11:25 am - 11:30 am
Personalization is easy. Winning the support of your CFO is not.
Les commanditaires « Fast Five »
Retailers are taking on new projects to keep up with customer expectations for a more personalized experience. In getting these projects off the ground, teams must prove to the Chief Financial Officer a solid business case including a rapid return on investment and continual growth and profitability. Randy McCoy, CFO of omNovos shares key details and preparations needed to present the business case to your Chief Financial Officer.
11:30 am - 12:00 pm
The Shopping Experience Redefined
President and CEO of Maison Birks, Jean-Christophe Bedos joins us to discuss his approach to customer experience and personalization. He’ll explore how Maison Birks is redefining the jewellery shopping experience with enticing store concepts and new technologies.
12:00 pm - 1:10 pm
Lunch and Networking Break
12:10 pm - 12:30 pm
Retail POS Hardware: It’s Not Just a PINPad and Register Anymore
In this session we will look at the evolution of the retail Point-of-Sale (POS) and how it will continue to evolve in the future. We will discuss why the PINPad is more than just about payment acceptance, offering businesses the ability to capture customer information, make the checkout experience more efficient and increase ways to improve profitably.
12:30 pm - 12:50 pm
Building Personalized Digital Experiences
Lunch & Learn
Delivering a unique and innovative digital shopping experience is essential but can be challenging for brands and retailers because it requires technologies, data, processes, and resources that are not always well understood. Join us as we discuss how specific retailers have successfully implemented various personalization strategies to deliver unforgettable customer experiences.
1:10 pm - 1:20 pm
Voice of Retail: RCC Member Update
Our businesses have always faced opportunities and challenges, too often in a constantly evolving and changing market. Governments sometimes contribute in complicating or simplifying the task for all retailers. That's why the RCC has been founded and is still present. To support and accompany retailers to success. Our mission is to promote the interests of the various retail sectors through effective advocacy, communication and education activities. We will keep you informed on the hot issues we are searching through on your behalf.
1:20 pm - 2:00 pm
The New Look of Loyalty
Loyalty is no longer held in a card holder but in the space where the customer and their unique needs are recognized. This panel discussion looks at key factors retailers are considering in designing the loyalty programs that enable them to build strong relationships with their customers that are mutually valuable.
2:00 pm - 2:05 pm
Connect. Accelerate. Succeed
"Fast Five" Sponsor Highlight
Innovation is omnipresent in our lives and the pressure to innovate in retail is even greater. Retailers feel overwhelmed by the multitude of solutions and intimidated by costs. Come and learn how to be fast, agile, creative and how to stay relevant for the next decade with CQIC, a collaboration hub aimed at improving the customer experience and at helping to implement innovative solutions for our retailers.
2:05 pm - 2:45 pm
Creating an Adaptive Culture
Is your team ready to ride the wave of change with you? Retail is notoriously known for switching gears quickly to adapt to consumer needs, trends and industry disruption. Retailers join us to share how they are fostering a culture that enables and encourages their teams to produce brand experiences their customers are looking for.
2:50 pm - 3:20 pm
When Information is Personalized so is the Risk
As your business increases the use of personalized data the importance of protecting your assets, including your customers, becomes progressively more important. Join us for a panel discussion about how retailers can be proactive as they take a realistic look at the risks involved if you are not prepared.
3:20 pm - 3:40 pm
3:40 pm - 4:10 pm
How Canadian Retailers Can Win with eCommerce
With a better understanding of the unique challenges facing retailers in traditional, brand, and pure eCommerce segments, retailers will learn about actionable insights to win in this space.
4:10 pm - 4:40 pm
How Generation Z Will Shape Retail
No this is not another presentation on millennials! Let's talk about Generation Z and how it sees consumption and retail. How will this "back to basics" generation want our stores to evolve? And what will the impact be on retail trade here in Quebec?