TUESDAY / JUNE 12, 2018

1:00 pm | Registration desk opens

2:00 – 4:30 pm | ICX Tours

ICX Tours

The DFW area is home to many exciting venues with engaging interactive technology. The ICX Tours are a great way to see this technology in action and to get to know many of your fellow attendees.

Attendees will be able to choose one of the following venues:

NorthPark Center
Perot Museum of Nature and Science
Reflect Digital Innovation Lab
The Star – Dallas Cowboys World Headquarters


5:00 – 7:00 pm | Welcome Reception

Join us in the ICX Discovery Zone on opening night for cocktails and hors d’oeuvres. This is a great opportunity to meet some of our speakers, sponsors and your fellow attendees.

  • Sponsored by Reflect


7:00 am | Registration & Breakfast

8:00 am | Opening Remarks

David Drain | Senior VP of Events | Networld Media Group
Christopher Hall | Managing Director | ICX Association
Lee Summers | CEO | Reflect

8:15 am | Opening Keynote

Creating Magic Through a Personalized, Friction-Free User Experience

In 2017, Fast Company recognized Carnival Corporation as being among the “Top 10 Most Innovative Companies” in both the design and travel categories. Fast Company specifically recognized Carnival for its work in developing the Ocean Medallion, a high-tech wearable device that enables the world’s first interactive guest experience platform capable of transforming vacation travel into a highly personalized and elevated level of customized service.

John Padgett, one of the integral members of Disney’s MagicBand and MyMagic+ project, brought his expertise to Carnival and will share with attendees what it took to bring these big ideas to fruition.

  • Sponsored by Reflect


John Padgett
Chief Experience & Innovation Officer
Carnival Cruise Lines

9:00 am | Refreshment Break

9:30 am | Breakout Session

Delight Customers and Drive Innovation with AI

In today’s competitive market, a growing number of retailers are turning to artificial intelligence (AI) to help transform their businesses.

Merchants worldwide are relying on the rapidly evolving capabilities of AI and machine learning to make better use of big data, which allows them to streamline their operations, manage their inventory and supply chain with greater efficiency, and create innovative new business models to help run their businesses more strategically.

With the insights AI provides, retailers are delivering the kind of personalized experiences and precision marketing that attract and retain customers, and building omnichannel environments to serve customers anytime and anywhere—in stores, online, and on the go.

Dawn Dickson | Founder/CEO | Flat Out of Heels/PopCom
Jeff Donaldson | Founder & CEO | Intriosity

Christie Rice | Worldwide Digital Signage Segment Manager | Intel

  • Sponsored by Intel

9:30 am | Breakout Session

Creating Synergy Between the Online and Offline World

For all the talk of omnichannel — with some people despising the word — we still have a long way to go. What customers do online (whether desktop or mobile) doesn’t always translate to the offline (in-store) world.

“Seamless” is the magic word to describe an experience where a customer can interact with a brand whenever, and wherever, they want and the brand can easily interact with the customer on its journey. What’s needed to create this synergy?

Shannan Coghill | Global Experience Director | Michael Kors
Ignaz Gorischek | VP of Architecture | CallisonRTKL
Jennifer Moretti | Senior Manager, Marketing Research | Rent-A-Center

Jonathan Rosen | SVP, Content, Strategy & Creative Services | | PRN, a STRATACACHE company

  • Sponsored by Scala

10:30am | Refreshment Break

11:00 am | Breakout Session

Meeting the Demand for Delivery and In-Store Pickup

With time-pressed schedules and the convenience it brings, home delivery is one of the hottest topics of the day. What started with Amazon has spread to all levels of the retail and restaurant industries.

In this session, we will discuss working with third-parties; handling order online, pickup in store and how to deliver great customer experiences when customers don’t go through a traditional buying experience.

Amber Gadsby | Director of Digital Retail Experience | Domino’s Pizza
Chris Petersen | Founder & CEO | Integrated Marketing Solutions
Briton Smetzer | VP of IT Operations | Fuzzy’s Taco Shop
Tim Young | CEO | eatsa

Elliot Maras | Editor | Kiosk Marketplace & Food Truck Operator

11:00 am | Breakout Session

Create the Future: Building an Innovation Lab

If you have an innovation lab, have thought about starting one or simply want to learn more, this session is for you. Labs can help make your innovation ideas a reality and can be started at a low cost. A primary benefit is to test and iterate new technologies in-house before rolling out system-wide.

In this session, we’ll talk about where to start, getting buy-in, how to be successful and lessons from industry professionals.

David DiMeo | Co-Founder | Robo Retail
David Kepron | VP, Global Design Strategies | Marriott International
Tom Walsh | VP, Global Store Development | Under Armour

12:00 pm | Lunch

Lunch & Learn

Hear four rapid-fire talks on hot topics of the day.


1:00 pm | Exhibits

ICX Discovery Zone

The ICX Discovery Zone will be open throughout the ICX Summit for attendees to get hands-on demonstrations of the innovative customer engagement technology developed by Summit sponsors. But to make sure you have enough time to visit all booths, we’re setting aside this time on the agenda so you can explore the Discovery Zone without missing any sessions.

2:30 pm | Breakout Session

Interactive Technologies Disrupting the Store

Advancements in technologies available are both exciting and disruptive. In this session, we will talk about interactive and traditional digital signage and the role of technologies such as facial detection, BLE beacons, touch interactivity, analytics, AR/VR, mobile integration and more.

This will be a deep dive into the applications of the technology and the benefits for retailers to increase engagement and drive sales and experiences.


Angela Gearhart | Vice President, Brand Experience | Sleep Number
John Miller | Founder & CEO | CaliBurger
Tori Peterson | Sr. Program Manager, Visuals & Experiences | Microsoft Stores


Richard Ventura | VP, Business Development & Solutions | NEC Display Solutions of America

  • Sponsored by NEC Display Solutions

2:30 pm | Breakout Session

Top 10 Tips for Successful Pilot Projects

Before rolling out any large enterprise digital signage or kiosk deployment, it is vitally important to conduct a pilot test. We’ll address how to properly prepare and execute a pilot so that it produces measurable results with which you can make an educated decision whether to move forward with a full rollout.

Charles Ogilvie | Head of Innovation | J. Walter Thompson

Jeff Martin | President & CEO | Right Media Solutions

  • Sponsored by Right Media Solutions

3:30 pm | Refreshment Break

4:00 pm | Breakout Session

Tech-Enabled, Knowledgeable Associates Sell More Stuff!

Good employees are still at the heart of great customer experiences. In addition to training, what tools can we give our people to help them deliver on your brand promise? With the right person and the right technology, associates can help customers find the item they are looking for,learn more about the product, discover new products, obtain items even if they are out of stock, handle payment/checkout as well as returns. In the end, you have a satisfied, loyal customer.

4:00 pm | Breakout Session

Press Play: The Role of Audio in Store

Ba dum. Just two notes and we know it’s the theme from Jaws. Music and other forms of audio can have a significant impact on our experience. How should brands use audio in their venues to create the desired effect without driving employees batty? Done right, you can set the mood, convey important information and stimulate sales.


Michelle Adams | Founder | Marketing Brainology
Mitch Frazier | CEO | Reynolds Farm Equipment
Chris Rivera | Co-Owner | Canton Car Wash

Brent Oakley | CEO & Co-Founder | Vibenomics

  • Sponsored by Vibenomics

6:30 – 9:30 pm | Awards Dinner Party

ICX Association Elevate Awards @ Topgolf

Each year the ICX Association Elevate Awards are presented at a unique location and this year is no exception. Attendees of the 2018 ICX Summit will be treated to an evening at Topgolf for golf, games, food and fun!

The evening will start with drinks, appetizers and the presentation of the ICX Association’s annual Elevate Awards. Dinner will be served after the brief awards ceremony and then it will be time to hit some balls!

Buses will depart the Omni Frisco at 6:15 pm to take Summit participants to Topgolf, less than 10 minutes away.

  • Sponsored by Cineplex Digital Media
Architectural Photography by Michael Baxter, Baxter Imaging LLC

THURSDAY / JUNE 14, 2018

7:00 am | Breakfast

8:00 am | Breakout Session

Beating Amazon and Other Tech Giants at Their Own Game

What lessons can we learn from the e-commerce disruptors? Why are these disruptors opening brick-and-mortar stores?

E-commerce companies know their customers, know what customers are interested in, can bring the value of customer reviews, offer ease of ordering and an almost “endless aisle.”

Brick-and-mortar has the advantage of try before you buy, consultative selling, and ease of returns. Those who can leverage their stores effectively can develop a winning strategy.

Jaime Bettencourt | SVP, Premier Sales & Account Management | Mood Media
Becky Snider | GM, Mizuno Brand Experience Center | Mizuno USA
Winston Wm. Wright | Brand Consultant

Christopher Hall | Managing Director | ICX Association

  • Sponsored by Mood Media

8:00 am | Breakout Session

When are Kiosks the Right Solution?

About 15 years ago, it seemed like kiosks were the technology solution for every challenge or opportunity. Fast forward several years and it appeared mobile was the universal solution. Now we realize that consumers won’t always download your app or use your kiosk.

This session will help identify when kiosks are the right solution and will look at case studies of kiosk success and lessons learned from trial and error.

Paul Epperley | Director, Technology Portfolios | Sodexo
Jason Raymer | Director of Sales | Bluegrass Cellular

Jeff Pinc | Director of Sales | Panasonic USA

  • Sponsored by Panasonic

9:00 am | Refreshment Break

9:30 am | Breakout Session

Hardware Focus: Touchscreens for Any Situation

You might be tempted to think you can walk into a local electronics store and pick up a couple of TVs or monitors for your project. Those with a little more experience will tell you that commercial grade screens are the only way to go.

This session will zero in on the hardware aspect of a technology rollout, in particular, the touchscreen. How do you determine which screen is the right one for the job? There are important considerations based on intended use, placement (indoor or outdoor), expected usage, etc. We’ll discuss situations in which to consider durability, brightness, readability, interaction (finger, gloved hand, pencil), determining the right size and type for your application as well as cost.

Ron Bowers | SVP, Retail Technology Development | Frank Mayer & Associates
Les O’Nan | Partner/President/CEO | Gaming Solutions Worldwide

Robert Abou Jaoude | Sales Executive |  Betson Enterprises

  • Sponsored by Betson Enterprises

9:30 am | Breakout Session

Brand Experience: Thinking Differently About How to Engage with Customers

In this talk, Neal Berg will share a case study from AT&T on how the brand evolved from poor ratings by customers to a best-in-class experience by transforming the company and the way it expressed the brand.

One of the learnings was that great brand experiences don’t happen by accident; they are actively designed. With this new design thinking approach, starting with an experience mindset can lead to great results.

Neal Berg | AVP UX Innovation & Brand Experience | AT&T

Judy Mottl | Editor | Retail Customer Experience

10:30 am | Refreshment Break

11:00 am | Closing Keynote

Giving Guests an All-Access Pass to Your Brand

You want to make it as easy as possible for customers to do business with you. Rafik Hanna will share how Taco Bell is stepping up its digital offerings as the brand continues its journey to become a $15 billion company with 9,000 restaurants globally by 2022. The brand continues to deliver same-store sales growth by driving innovation, new store development and creating a frictionless customer experience. One key to Taco Bell’s success is a strong partnership with its franchisees to deliver world-class operations.

With a renewed focus on technology and greater access to the brand for consumers, Rafik will describe how Taco Bell is giving its customers “all access” through a variety of platforms, including self-service kiosks, web, mobile, and delivery.

Rafik Hanna | Senior Director, All Access | Taco Bell

  • Sponsored by Cineplex Digital Media


Rafik Hanna
Senior Director, All Access
Taco Bell

12:00 pm | Summit adjourns

Agenda and speakers are subject to change.


Register two qualified attendees and get a third at no additional cost!

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Hotel Reservations

Omni Frisco Hotel
11 Cowboys Way | Frisco, TX 75034
1-800-THE OMNI (843-6664)
Rate: $229/night* | Deadline: 5/21/18
* Subject to availability at time of booking.

Sponsorship Opportunities

Sponsoring the Summit just might be the best marketing investment you’ll make all year. Sponsorship opportunities are available for almost any budget. Download the Sponsor Prospectus to learn more.

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