2019 Detailed Agenda

 
Day 1 · Wednesday, June 5

10:00am – 5:00pm

CRMC 2019 Registration

8th Street South

11:30am – 1:00pm

Workshops

Boulevard Rooms

RedPoint Global   Boulevard A

Leveraging AI and Machine Learning for Real-Time Customer Engagement: Hype vs. Reality

Many retailers struggle to present customers with highly personalized and relevant experiences at speed and scale. Emerging technologies such as AI and machine learning are rushing in to fill the gap by providing various approaches to customer data, analytics, and orchestration. But making sense of advanced analytics technologies can be daunting. Join Patrick and Bill for a 90 minute, interactive workshop which will address the following: The hype vs. reality of AI and machine learning driven outcomes; Overview of the various technologies and approaches to choose from; Case studies and practical steps to get started from connecting customer data, to making real-time decisions for next best actions. Both presenters are accomplished speakers who have presented at domestic and international marketing, retail, analytics and data symposiums and conferences.

Patrick Tripp, Vice President of Product Strategy – RedPoint Global

Bill Porto, Chief Data Scientist – RedPoint Global

Optimove   Boulevard B

How to Find your Customers’ Rhythm

Each customer has a unique beat when engaging with our product, our problem is how to Communicate with each customer at the right time. Discovering each customer’s unique rhythm is essential for a truly personal communication. In this session we will learn how to build a few simple models that will describe the different rhythm of each customer – churn factor, customer tier (RFM) and product replenishment.

Yoni Barzilay, Director of Strategic Services - Optimove

Tiffany Stelman, Customer Success Manager Team Lead - Optimove

Bond Brand Loyalty  Boulevard C

The Path to Paid Loyalty – The Time is Now

1:00pm – 1:50pm

Workshop Luncheon

Williford Room

Luncheon for workshop attendees. Please show badge sticker for entrance.

12:30pm – 1:30pm

Mentor Luncheon

Waldorf Room

For our newly attending Retailers. Luncheon attendees will be assigned a Mentor from our esteemed Retail Advisory Board. The Luncheon will serve as an introduction to the CRMC event, and help you make the most of your time at the show.

1:30pm – 2:00pm

Booth Tour

Grand Foyer and Normandie Lounge

Join members of the CRMC Retail Advisory Board to be introduced to our Sponsors before show kick-off.

General Session

Grand Ballroom

2:15pm – 2:20pm

Welcome to CRMC 2019

Craig Wood

CRMC Host
Founder of The Collaboratory

2:20pm – 3:10pm

Nicholas Thompson

The Wired Future: Nine Crucial Questions about How Technology is Changing Retail

In this speech, Nicholas will address the forces of technology that are turning our world upside down and inside out. How will robots change the way that stores work and are organized? How will artificial intelligence change the jobs we do? Will blockchain create new ways for companies to run? And what will it even mean to be human in a generation or two? Join us for this opening Keynote which will follow a continuum of the new tools that are important to Retail Marketers today.

Nicolas Thompson

Editor of WIRED

3:10pm – 3:45pm

Chico’s

Personalization & Retailtainment

Chico’s is driving innovation in retail analytics. Join this session to hear how Chico’s leverages data science that is operationalized across the business from Sourcing to HR. Learn from Elpida how they are deploying models and advanced algorithms help deliver on the customer service promise, and how actionable retail science and voice of the customer influence the product assortment, visual merchandising approaches, and marketing to orchestrate personalized experiences to keep the customer coming back.

Elpida Ormanidou

Senior Vice President
Analytics & Insights

Chico’s FAS

3:45pm – 4:05pm

Refreshment Break

Grand Foyer & Normandie Lounge

4:05pm – 4:10pm

Session Introduction

4:10pm – 4:50pm

Nordstrom

Dave Sims, Vice President Retention and Loyalty - Nordstrom

4:50pm – 5:25pm

Foot Locker

Stepping Up The Loyalty Game with Engagement

Foot Locker wanted to deepen relationships with its best customers and find new ways to reward them beyond discounts with a new loyalty program featuring a range of point-earning activities and a brand-new rewards catalog that includes exclusive member-only rewards and ‘money-can’t-buy’ merchandise and experiences to drive program participation and expand customer engagement. In this session Hope will share how the new multichannel program builds meaningful relationships with members across all customer touchpoints by capturing critical customer insight to drive personalized communications, relevant promotions, and compelling brand experiences.

Hope Tannenbaum

Senior Director of
Loyalty & Research

Foot Locker

5:30pm – 6:45pm

Welcome Reception

Grand Foyer & Normandie Lounge

7:00pm – 10:00pm

Retailer Dinner

Carnivale Restaurant

For all attending retailers. The evening promises to provide an opportunity to network with Retail Peers and enjoy cuisine and conversation. Transportation is provided from the CRMC Registration Desk beginning at 6:45pm. If you are a Retailer and did not RSVP when registering, please let a CRMC staff member know you would like to attend.

Dinner hosts:

Day 2 · Thursday, June 6

7:00am – 8:00am

Breakfast

Boulevard Room

General Session

Grand Ballroom

8:00am – 8:15am

PetSmart

Facing Challenges: An Overview of the Retail Marketing Industry & Preparing for the Unknown

Brent Cooke

Vice President Loyalty, CRM, and Marketing Insights

PetSmart

Yoav Susz

Vice President Revenue
CRMC 2019 Diamond Sponsor

Optimove

8:15am – 8:20am

Session Introduction

8:20am – 9:05am

Josh Linkner

EXPEDITION: DISRUPTION: Fresh Approaches to Growth, Innovation, and Transformation

With omni-channel retail in the midst of significant change and upheaval, we can no longer rely on the models of the past and expect the same results. As competitive pressures, speed, complexity increase dramatically, we must embrace a fresh approach in order to meet the challenges of the day. Instead of running from disruption, Josh will help you embrace and lead it in this energizing and actionable session. You will learn the five core mindsets of disruptors, along with specific tools and techniques to drive meaningful and sustainable results. Josh will share his 20+ years of experience in digital marketing, CRM, tech startups, and venture capital to help you rise above the obstacles, embrace disruption, and seize your full potential.

Josh Linkner

Author and Entrepreneur

9:05am – 9:35am

TBD

Yoav Susz, Vice President Revenue – Optimove

9:35am – 9:55am

Refreshment Break

Grand Foyer & Normandie Lounge

9:55am – 10:30am

Williams Sonoma

Cross-brand Loyalty and the Road to Personalization - Leveraging Customer Insights, Brand Strategies and The Key Rewards to Drive Overall Awareness, Engagement and Incremental Sales

When you have multiple brands or products under one umbrella-type loyalty program, there can be challenges, but also huge opportunities to drive incremental sales and reward members for shopping across a portfolio of brands. How do you “brand” a program for multiple brands of your own? How can you effectively personalize the loyalty experience across product lines? How do you integrate the credit card experience? How can you use customer insights to inform and shape the overall loyalty program? In this session, you will learn how Williams-Sonoma Inc. has unlocked the formula for success with the unique and thoughtful omni-channel Key Rewards program, their first-ever cross-brand loyalty program for their seven brands. By creating new, as well as leveraging existing benefits and offers, Aaron will share how the program has helped shift the customer’s mindset and behavior across brands. While navigating each customer touchpoint, he will also share insights about keeping personalization fresh across each brand and ramping up the overall customer experience, no matter where or what consumers are shopping for. Aaron will dive into the top insights Williams-Sonoma has gained from the launch (hint: it’s beyond just onboarding) and how to apply these insights to your own brands or products, ensuring consumers keep coming back for more.

Aaron Glick

Vice President, Loyalty

Williams Sonoma

10:40am – 11:15am

Sephora

A Loyalty Makeover: Redesigning SEPHORA’s Beauty Insider

Get the inside story on the data-driven journey this beauty trailblazer took to re-design one of the most beloved retail loyalty programs. Unparalleled rewards, experiences and a sense of community were the driving force behind the changes Sephora took to adapt Beauty Insider and meet the evolving digital and human needs of their clients. Using data from the Loyalty Report 2019 to punctuate the presentation, Allegra and Sean will share key insights and highlights of the program re-design process that the brand took to raise the bar on member excitement and engagement.

Allegra Stanley

Vice President Loyalty

Sephora

Sean Claessen

EVP Strategy & Innovation

Bond Brand Loyalty

10:30am – 3:30pm

Total Retail Podcast

Stop by the POD to take part in an interview or ask a CRMC staff member to schedule a time slot.

11:05am – 12:35pm

Lounge Discussions and 1:1 Meetups

Normandie Lounge and Boulevard Room

LOUNGE DISCUSSIONS  Choose TWO when registering. Space is limited.

Attentive

  1. MOBILE: Optimizing for Conversion in a Mobile-First World
  2. MILLENIALS: Meeting the Needs of Millennial & Gen-Z Shoppers

Brierley+Partners

  1. DATA & ANALYTICS: Developing an Analytics Roadmap for Next Gen Loyalty
  2. INNOVATION: Brightest & Boldest Innovations in Loyalty and CRM

Cheetah Digital

  1. LOYALTY: How Personalization Drives Customer Loyalty
  2. DATA & ANALYTICS: 5 Ways to Use Primary Data to Improve Your Marketing Results

Comarch

  1. DATA & ANALYTICS: Hacking the Hackers: The Evolution of Fraud in Loyalty
  2. DIGITIAL INTEGRATION: Customer Journey: Defining the Customer Journey in a Digital Age

CrowdTwist

  1. LOYALTY: Building Emotional Loyalty Through Activation and Engagement
  2. OMNICHANNEL: How to Optimize the Omnichannel Customer Journey

Epsilon-Conversant

  1. 1:1 MARKETING: Forget 1:1. 1:You is the New Marketing Reality When it Comes to Personalization
  2. 1:1 MARKETING: The True Currency of Digital Marketing: A Single View of the Customer

Fuel Rewards

  1. 1:1 MARKETING - Are you Using Loyalty Data to Better Your Engaged Shoppers?
  2. MOBILE (MOBILE CX) - Building Loyalty Programs Around Better Mobile Experiences

Hathway/SessionM

  1. LOYALTY: The Tangible Economic Benefits to Increasing Customer Loyalty
  2. DATA & ANALYTICS: Putting Data at the Heart of Your Customer Loyalty Strategy

Kobie

  1. LOYALTY: Using Emotional Loyalty to Drive a Competitive Advantage for your Brand
  2. CUSTOMER EXPERIENCE: Using Data & Creativity to Set the Leads Apart

Merkle

  1. CUSTOMER EXPERIENCE – Become the Leader in Mixing B&N Experience with Digital Experience
  2. LOYALTY – Recommendations in Building a Loyalty Program to Drive Business Growth

Optimove

  1. DATA & ANALYTICS - How Science Builds Relationships
  2. 1:1 MARKETING - Why the Future of Marketing is Relationship Marketing

SPC

  1. INNOVATION: Informed Delivery Explained for Maximum Marketing Impact
  2. INNOVATION: Intercepting Active Shoppers – Leveraging Advances in IP & Competitive Location Targeting

Urban Airship

  1. AI/MACHINE LEARNING: Using Machine Learning to Reduce Churn & Boost Engagement
  2. OMNICHANNEL: Getting the Cross-Channel Experience Right with Intelligent Orchestration

Yes Marketing

  1. 1:1 MARKETING: Using Behavioral, Demographic and Psychographic Data to Acquire, Convert and Retain Consumers
  2. OMNICHANNEL: Designing a Cross-Channel Customer Acquisition Program that Delivers 353% ROI

1:1 MEETUPS  Choose 4 or 8 when registering

250ok

3Cinteractive

ActionIQ

Acxiom

Aimia

Alliance Data

Annex Cloud

Attentive

Bond Brand Loyalty

BounceX

Bridgetree

Brierley+Partners

Cheetah Digital

Clarus Commerce

Comarch

CrowdTwist

Custora

Epsilon-Conversant

Fluent

FreshAddress

Fuel Rewards

Hathway/SessionM

ICF Next

Jebbit

Kobie Marketing

Lenati

Merkle

MessageGears

NaviStone

Optimove

Oracle Data Cloud

RedPoint Global

RRD

Shortest Track

SPC

Urban Airship

Vibes

Webbula

Wiland

Yes Marketing

Yotpo

12:35pm – 1:30pm

General Luncheon

Williford Ballroom BC

Sponsor Table Topics

Williford Ballroom A

Bringing Inspiration to Purchase: Key Elements to Improving Customer Loyalty & Experience

Advanced Analytics and Predictive Modeling Through Machine Learning and AI.

Path to Purchase Optimization for the Always-On Consumer

Post-Sale Personalization - Creative Ways to Leverage Purchase Data to Bring Shoppers Back

Concurrent Session

Grand Ballroom

1:30pm – 1:35pm

Session Introduction

1:35pm – 2:10pm

Lands’ End

Using Trigger Campaigns to Drive Revenue Growth

To remain competitive in today’s retail environment, Lands’ End has built a solid email program that they are continually enhancing. They have generated stellar results by improving their transactional messaging and creating a comprehensive lifecycle communications program that resonates with customers and builds loyalty. Find out how Lands’ End developed and optimized its triggered programs using email best practices like high quality content, personalization, and responsive design. Lands’ End triggered messages generated 9% of email-driven revenue and 12% of email-driven website visits, yet only make up 3.5% of their email subscriber base.

Dan Rosenthal

Senior Director, Contact Strategy

Lands’ End

2:10pm – 2:45pm

Lovesac

Creating Omnichannel Experiences That are Designed for Life

Lovesac believes in creating product platforms that provide peace of mind that others can’t. Their innovative, modern furniture pieces fit any space and style and can look new forever, enabling them to be useful for as long as you desire. Join Sue to learn the challenges Lovesac faced to create omnichannel experiences from traditional mailers to interactive showroom experiences, and how they overcame these challenges with a single view of the customer that enabled them to better personalize customer interactions. You will also hear new plans and innovations for future success that maximize customer love.

Sue Beckett

Vice President of Digital & Direct Marketing

Lovesac

2:45pm – 3:20pm

PetSmart

Building Bonds: How PetSmart Channels Passion and Emotion to Delight Pets

Passion about pets is the foundation of PetSmart’s culture. From highly engaged associates who truly love animals, to services that cater to every pet need, PetSmart places pets at the center of everything it does. The company centered its ultimate customers, pets, at the core of its loyalty redesign to launch the TreatsTM program in 2018. The new program builds on the emotional bonds that bring pets and pet parents closer. Through the program and in conjunction with PetSmart’s passionate team of associates, TreatsTM seeks to engage customers by providing an integrated customer experience that leverages data about pets and pet parents, in order to offer relevant products and services – all to bring the PetSmart vision to life.

Paulo Claussen

Senior Director of Loyalty

PetSmart

Brent Cooke

Vice President Loyalty, CRM, and Marketing Insights

PetSmart

Introduction by Lars Parmekar, Director, Client Development, Aimia

3:20pm – 3:50pm

Refreshment Break

Normandie Lounge and Grand Foyer

3:50pm – 4:25pm

Vera Bradley

Winning the Modern Consumer with Personalized Experiences at Scale

Today’s connected consumer expects retailers to provide a personalized and distinctive customer experience. They want their experience—across every point of engagement—to consider the context of their entire history with your brand. However, most marketing leaders are faced with siloed systems and a legacy of merchandise-centric processes, and are often only able to make incremental changes on their road to true customer centricity. But leading brands are making strategic investments in activating customer-centric strategies that drive new revenue, supercharge customer loyalty and deliver significant increases in marketing ROI. Join this session to learn more about how to find signals in your customer data about what your customers want and drive seamless customer interactions across multiple touchpoints, transforming retail through personalized experiences at scale.

Daren Hull

Chief Customer Officer

Vera Bradley

Tasso Argyros

Founder and CEO

ActionIQ

Concurrent Session

Waldorf Room

1:30pm – 1:35pm

Session Introduction

1:35pm – 2:10pm

Ahold Delhaize

Making Customer Relationships Smarter by Equipping Customers with Intelligence

The combination of Big Data and real time personal consumer data, assembled using artificial intelligence, is enabling fundamentally new ways to connect with consumers. Brands can now equip their consumers with intelligence --’consumer-equipped’ intelligence services -- to understand how to manage their nutrition and lifestyle needs. The challenge is how to increase value for consumers by integrating intelligence across customer touchpoints. In this session, Bob will present how Ahold Delhaize uses health and lifestyle data to segment consumers and deliver intelligence that helps consumers manage their health, nutritional and wellness needs, and how they use ‘consumer-equipped’ intelligence services programs, including creating lifestyle intelligence, predicted health journey, and personalized product purchases that align with individual consumers’ view of their health and wellness . Also discussed with be how to deliver intelligence to assist in personalized health management and monetization opportunities relevant to the individual customer. In this session, you will learn what is intelligence-as-a-service; frameworks for “consumer-equipped” intelligence service engagements; how to assess your business readiness and specific opportunities to equip customers with intelligence services; what technical and AI infrastructure is required to create “consumer-equipped” intelligence services; how to put programs for customer solution-based intelligence services into action to drive loyalty; and how to evaluate the business results.

Bob Anderson

VP, Head of Data Science, Digital and Loyalty Analytics

Ahold Delhaize

2:10pm – 2:45pm

VALVOLINE

Creating a Personalized Experience “One Change” at a Time for a Lifetime

Valvoline has listened to their customers and they understand what’s important to powering lifetime customer connections: trust, transparency and vehicle wellness. Having the ability to create, manage and personalize marketing programs at the franchise level is critical to meeting these customer expectations “one change” at a time. By implementing a centralized ‘marketing hub’, Valvoline empowers its employees to send personalized communications, conduct testing and perform lifecycle enhancements to adapt messaging and maintain relevant customer connections as needs change. During this interactive session, attendees will learn the power of true customer insights, including transactional data combined with other data sources. Leave with an understanding of how to truly get to know your customer, how to identify opportunities to drive efficiencies in marketing spend, and the benefits of a centralized ‘marketing hub’ that powers relevant messaging “one change” at a time for a lifetime.

Rob Stravitz

Vice President of Marketing

Valvoline

2:45pm – 3:20pm

Express

Helping Loyalty Members Uncover Their Favorite Products

If you’re only thinking about the purchase, you’re missing millions of chances to get to know your customers. Express knew they needed to take advantage of these “non-shoppable” moments to build brand affinity, engage and delight their loyalty members, and uncover their preferences and motivations to power future personalization. Hear from Kate and Pam, how Express used interactive mobile experiences to better understand their customers while collecting valuable, consented first-party data--and why that ultimately led not just to better personalization, but also seven figures of increased sales. Ready to get to know your customers? Just ask.

Kate Jung

Director, Loyalty, Mobile & Strategic Partnerships

Express

Pam Erlichman

CMO

Jebbit

3:20pm – 3:50pm

Refreshment Break

Normandie Lounge and Grand Foyer

3:50pm – 4:25pm

Best Buy

The Journey to Transform Loyalty

Just as Best Buy has continued to transform with Renew Blue and now Best Buy 2020, the My Best Buy program is evolving to meet changing business and customer expectations. Susan will cover the membership journey within Best Buy, and the role of My Best Buy with the new Best Buy brand. You will also hear about the strengths and advantages of a strong loyalty program, as well as the continued challenges. Join this session to hear applicable strategies and lessons learned that you can apply to your own business.

Susan Fletcher

Director of Membership

BEST BUY

4:25pm – 4:40pm

Soles4Souls

Cause marketing has been around a long time but it continues to be an effective strategy for customer engagement. DSW and Soles4Souls teamed up to collect used shoes in all their stores and the results surprised everyone. Come to learn how these two long-term partners found a new way to increase foot traffic, loyalty purchases all while keeping shoes out of landfills and serving those in need in the US and around the world.

Buddy Teaster

CEO

Soles4Soles

Julie Roy

Vice President CRM, Digital, & Marketing Analytics

DSW

4:40pm – 5:30pm

Entertainment: The Water Coolers

Award-winning songs and sketch comedy about the challenges we all face at work, direct from NYC.

5:30pm – 7:00pm

Networking Reception

Grand Foyer & Normandie Lounge

Day 3 · Friday, June 7

7:15am – 8:15am

Breakfast

Boulevard Room

General Session

Grand Ballroom

8:15am – 8:20am

Session Introduction

8:20am – 9:05am

Blake Morgan

The Future Belongs To Retailers That Create Incredible Customer Experiences

The customer of the future is already here. Customers today don’t only expect personalized, zero friction, seamless retail experiences, they demand it. There is only one thing that matters when it comes to winning with your retail customer experience strategy; making the customer’s life easier and better. Your customer is comparing the experience she has with Netflix, Amazon, Spotify and Apple with the customer experience with your retailer. These technology first companies don’t only personalize the customer experience, they anticipate customer needs and alter the experience in real-time. The business that focuses on experience must have a customer experience focus across the business, whether in the retail store or other environments. While shifting from a product-focus to a customer-focus is not easy, once we make this shift our business will begin to transform. In this session you will: Hear about Blake’s DOMORE customer experience framework and how it applies to Retail, Learn how retail companies are preparing for the customer of the future with digital transformation, Be inspired customer experience stories from across the world, and Gain insights and innovation retail customer experience strategies helpful for your business.

Blake Morgan

CX Futurist

9:05am – 9:40am

Disney

Creating a Viewer Centric Landscape to Keep Up With the Ever-changing, Unmanageable, Holy-crap, What-the-heck-is-going-on World of Television

TV is no longer TV as more ways for consumers to view content continue to fragment the market. The ABC television network has had to dramatically adjust its marketing analytics to stay up with these changes. This includes developing advanced analytic capabilities to answer a wide-ranging set of business questions. Some questions to be answered during the session are: Do engagement activities drive increased viewing? What are the best type of promo creatives to drive viewer tune-in? What strategies can we leverage to drive audience retention and growth? What factors help us better predict successful shows to be brought to air? As we dig deep into how ABC is tackling the ever-evolving landscape, the session will address these questions while highlighting the revolution happening right now in broadcast media.

Kerrie L. Adams

Executive Director of
Advanced Analytics

Disney ABC Television Group

9:40am – 10:15am

Google/BestBuy

Maintaining Strong Customer Relationships in a New Data Privacy Era

Consumers today have higher expectations when it comes to their privacy and choices in marketing. They expect that their personal data will be safely guarded by the stores they shop in and visit online, and to receive relevant messaging based on that data. Today’s marketers already walk a fine line between personalisation and invasion of privacy, and with today’s even greater scrutiny and regulation evolving worldwide, marketers must now raise the bar even higher when it comes to building customer trust. This dual session will cover an overview of current, new, and future trends that will affect Retail Marketers, as well as the steps organisations have taken to stay ahead of the data privacy curve. Join us to learn how a new focus on data privacy will prepare you to seize opportunities in the future.

Kerry Childe

Attorney, FMR Senior Corporate Council

Best Buy

Dan Taylor

Managing Director

Google

10:15am – 10:30am

Refreshment Break

Grand Foyer & Normandie Lounge

General Session

Grand Ballroom

10:30am – 11:05am

Jack in the Box

Personalized Text Messaging - A New Top Revenue Channel

American fast food restaurant chain Jack in the Box was looking for innovative ways to capture the attention of hungry, mobile-first consumers. The brand decided to create a new way to reach its on-the-go audience where they spend most of their time: text messaging. From sending updates about limited-time offers, to using geo-targeting to reach the most relevant audiences— discover how Jack in the Box quickly launched a new mobile performance marketing channel that drives incremental revenue through both customer acquisition and retention.

Shannon Murphy

Senior CRM Manager

Jack in the Box

Brian Long

Co-Founder & CEO

Attentive

11:05am – 11:40am

Shiseido

Shift to Powerful CX and Personalization! CX Research Findings and Best Practices from Shiseido

Welington will share how Shiseido’s prestige portfolio of brands such as NARS, Bare Minerals, Shiseido Ginza Tokyo, Laura Mercier, and Cle de Peau Beaute are using customer data to power CX to acquire qualified new customers and deepen customer engagement at all essential points in the customer lifecycle. Attendees will receive a 24 point CX Checklist to help them improve their CX and personalization strategies and ensure that they deploy CRM and database technology to satisfy the true expectations customers have for effective and authentic personalization. Ernan will also share CX research around seven essential points in the customer lifecycle where customers expect personalized value and engagement. Lastly, learn why today’s CX, personalization and personas are not effective, and yet, in spite of GDPR and privacy concerns, customers are willing to provide deep explicit preference data in exchange for improved, “smart and authentic” personalization and CX.

Welington Fonseca

Senior Vice President,
Global Customer Marketing

Shiseido Group

Ernan Roman

President

ERDM

11:40am – 12:15pm

Vans Family

How to Leverage Rapid Membership Growth to Drive Engagement, Personalization and Drive Your Brands Customer Strategy

In its first year Vans Family broke the mold of the traditional membership program and activated millions of previously unknown brand loyalists and advocates. In this talk, Frank and Clay will share how Vans has ignited their member base both offline and online, created personalized experiences, and leveraged loyalty and lifecycle management to support the larger Vans strategy & vision.

Frank Neumann

Senior Director of Consumer
Lifecycle Management & Loyalty

Vans

Clay Walton-House

Head of Customer Retention
and Loyalty

Lenati

12:15pm – 12:30pm

Prize Giveaway

12:30pm

Adjourn

12:30pm – 2:00pm

Advisory Board Luncheon

Boulevard A – Second Floor