Tips and Tricks for Buy Online, Pickup In-Store

Your customers want to skip the line and save time. BOPIS, click-and-collect, order ahead…whatever you call it, the process requires special attention and adjustments in operations to make it all work. You might have the ordering process down, but when the customer arrives on site, things can get messy.

Our experts will share how to smooth out the bumps and share opportunities to convert pickup into additional purchases through special offers and rewards.


Christine O’Brien | Design Leader, Design Innovation | Chick-fil-A

Christine O’Brien is a Design Leader in Design Innovation at Chick-fil-A. She joined the Chick-fil-A team in 2017 to create an innovative new restaurant experience for the future Chick-fil-A guest in the digital era. Christine has worked with market leaders in healthcare, restaurants/retail, and other consumer goods and services, leading global product and digital teams to increase consumer engagement and brand impact.

Dennis Schleicher | Senior Manager, Customer Experience | Kohl’s

Dennis Schleicher is Senior Manager Customer Experience Design at Kohl’s where his team focuses on the experiences for buy online pickup in store, the Yes2You Loyalty program, and the private label Kohl’s credit card. His customer centered approach centers on understanding and designing inside of retail ecologies for families using his background in business and industrial anthropology. He has worked with Sears/Kmart both customer and associate facing experience, and the My Ford Loyalty program, Chrysler, General Motors, Comcast, Dominos, and various non-profits.

Eric Schongalla | IT Applications Manager | Pet Supplies Plus

Eric Schongalla joined Pet Supplies Plus in June of 2017 as the IT Applications Manager. In this role, he is responsible for the various applications and systems that support the “neighbor experience,” including the PSP website, the current rollout of our “You Click We Fetch” BOPUS program, and the Point of Sale systems at our retail stores nationwide. Prior to joining PSP, Eric worked at Carhartt, where he helped re-launch the corporate website, implemented new chat and loyalty programs, and managed the in-store kiosk program. Additionally, Eric’s experience includes 19 years in various roles in the marketing services industry, at Dialog Direct, Budco, and K/P Corporation.


Judy Mottl | Editor | Retail Customer Experience

Retail Customer Experience Editor Judy Mottl is an award-winning experienced senior editor, reporter, writer, and blogger who has worked for top media outlets, technology companies and publications including AOL, InformationWeek, CNET, Information Security Magazine, Investor’s Business Daily, InternetNews and Tech Times as corporate marketing divisions within IBM and HP. She’s written everything from breaking news on business and technology to in-depth articles on tech trends to profiles on top business leaders.

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