MONDAY / JUNE 5, 2017

1:00 pm | Registration opens

2:00 – 4:30 pm | Tours

ICX Tours

The DFW area is home to many exciting venues with engaging interactive technology. In-depth tours will be announced soon.

5:00 – 7:00 pm | Welcome Reception
Join us 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.


TUESDAY / JUNE 6, 2017

7:00 am | Registration & Breakfast

8:00 am | Opening Remarks

8:15 am | Opening Keynote

Best-in-Class Customer Experiences

Best-in-class CX companies are consistent, yet surprising. This session will look at leading examples from various sectors to see what makes them the best and how you can apply those principles to your business.

Morten Gotterup | SVP | Westfield Brand Ventures

      • Sponsored by Elo

9:00 am | Refreshment Break

9:30 am | Breakout Session

The State of the Internet of Things (IoT)

According to IDC and Intel, there are projected to be 200 billion — yes, billion — internet-enabled devices by 2020, which equates to about 26 smart objects per person globally. Connected devices, smartwatches, virtual assistants, sensors…we’ll discuss the intersection of CX and IoT, where we are now and what’s on the horizon.

Paula Suarez | VP of IT and Development | Dickey’s Barbecue Restaurants

Ken Hosac | VP, Business Development | Cradlepoint

      • Sponsored by Cradlepoint

9:30 am | Breakout Session

Don’t Just Build a Store, Build an Experience

There are plenty of restaurants and stores that fulfill their purpose, but unless you create an experience, the store just becomes another face in the crowd. This session will talk about moving from the simply transactional to the experiential. Once you do this, you create a shareable experience and rise above the price-only factor.

Ken Nisch | Chairman | JGA

Mason Page | SVP of Strategy & Client Services | Reflect

      • Sponsored by Reflect

10:30am | Refreshment Break

11:00 am | Breakout Session

CX ROI: Measuring Customer Experience

There is an adage, “if you don’t measure it, you can’t manage it.” So how can we measure an experience? We’ll talk about moving from gut feelings to metrics, benchmarks and tools you can use to determine if your experience is hitting the mark or falling below your bottom line.

      • Sponsored by Intel

11:00 am | Breakout Session

Data Analytics & Personalization: Those Who Know Me Win My Business

In the online world, Amazon was one of the pioneers in using data based on customers’ searches and purchases. Significant amounts of data also can be collected in store and used to know your customers, provide relevant offers and anticipate their needs and wants, perhaps even before they know they have them.

      • Sponsored by Omnivex

12:00 pm | Lunch

1:00 pm | Breakout Session

Customer and Employee Adoption: Getting Buy-In

You and your team have spent countless hours developing an amazing in-store digital experience. That’s all well and good, but if your customers don’t use it or don’t notice it or if your employees don’t embrace it, all that work is for naught. As important as it is to have a great technology strategy, you also need a strategy to ensure adoption. We’ll hear from a panel of experts who have been there and done that and have the battle scars to prove it.

      • Sponsored by Apex Supply Chain

1:00 pm | Breakout Session

Customer-Facing Robots

The idea of robots has fascinated the public since they were dreamed up by science fiction writers decades ago. Today, science fiction is fast becoming reality. From Pepper, the human-like robot, to Lowe’s “LoweBot,” it’s becoming increasingly likely you’ll see a robot at a store near you. While existing online, chatbots are going mainstream. Of course the mention of robots and automation cause concern over the loss of jobs. Are robots ready for prime time? Is the public ready to accept them?

Sarah Furnari | VP, Retail Experience | BEHR

2:00 pm | Refreshment Break

2:30 pm | Breakout Session

Designing the Store with Digital in Mind

There are many reasons for incorporating digital into the store: Digital can add excitement, create action and movement in the space, and be refreshed often to reflect the latest brand messaging. Some companies are now viewing stores at the physical manifestation of their e-commerce business. We’ll discuss integrating digital into the store design without overwhelming it, as well as future proofing technology decisions.

Phillip Raub | Founder/CMO | b8ta

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

      • Sponsored by NEC Display Solutions

2:30 pm | Breakout Session

Build a Loyalty Program that Actually Creates Loyalty

The best rewards programs are the ones that actually impact loyalty rather than simply giving products away or discounts to customers who otherwise wouldn’t come back. Ultimately, your loyalty program has to add value — to the customer and to the company’s bottom line. Customers are members of dozens of programs, but only active in a few. Simple wins the day. So what technologies can you implement to make your rewards program the one they keep?

Kevin Lee | CEO | Sushiyaa

3:30 pm | Refreshment Break

4:00 pm | Breakout Session

Using Storytelling to Create Memorable Experiences and Increase Profits

A good story captivates us like nothing else. But what does that look like in a brick-and-mortar retail world? We have a tendency to give people the facts about our products and services without trying to capture their hearts and imaginations. We use logic. But is it logical to pay $5 for a cup of coffee? No, but we buy into the brand story and rationalize it. Learn how you can create a profitable narrative in your own brick-and-mortar space.

Christiana DiMattesa | Senior Retail Marketing Manager | Under Armour

4:00 pm | Breakout Session

You Can Make Any Surface a Screen

Content can be pushed to almost any surface to surprise and delight customers – whether it’s using projection mapping, transparent screens or new OLED tech. We’ve seen how projection mapping can draw a crowd, and how using transparent screens or mirrors that double as displays can enhance the in-store experience. In this session we’ll look at both the whimsical and the functional ways new technologies are changing the very definition of a screen.

6:30 – 9:30 pm | Awards Dinner Party

ICX Association Elevate Awards

After a full day of informative and inspiring sessions, get comfortable as we treat you to dinner at The Star, home of the world headquarters of the Dallas Cowboys. We’ll start with drinks and appetizers and then the ICX Association will present its Elevate Awards. Dinner will follow the brief awards presentation. Buses will depart the Four Seasons Hotel at 6:00 pm.

      • Sponsored by Cineplex Digital Media


7:00 am | Breakfast

8:00 am | Breakout Session

Virtual and Augmented Reality – Even Better Than the Real Thing?

Virtual reality devices such as Oculus Rift have the potential to take immersive experiences to an all-new level, while augmented reality is perhaps VR’s more practical cousin. In this session, we’ll look at examples of retailers who are using these technologies to create engagement and drive sales.

Steve Chen | Managing Director | Float Hybrid Entertainment

8:00 am | Breakout Session

Adding Up the Total Cost of Ownership

ICX technology can be no small investment. In doing your due diligence, you should not only consider the cost to implement, but the ongoing costs as well. The lowest price on the surface may not be the lowest price in the end. We’ll discuss ROI/TCO calculators as well as how to select the right products, solutions and partners that will pay off for years to come.

9:00 am | Refreshment Break

9:30 am | Breakout Session

Using Neuroscience to Engage Shoppers and Increase Sales

Through neuroscience, we are now able to capture and measure someone’s immediate reaction to a promotion without asking any explicit questions. This has changed the way we collect information about unmet consumer and shopper needs. It has also helped us better understand our non-conscious and non-rational thinking. In this session, you will learn 10 key neuromarketing insights you can apply immediately in your business. These insights are based on new cutting edge research applying neuroscience measurement tools, allowing us to more effectively understand human behavior.

9:30 am | Breakout Session

Your Venue as the Community Gathering Place

People once gathered around the fire; now they gather around the bright lights of display screens. Not everyone who walks into an Apple store buys something, but the foot traffic the store creates is enviable and ultimately leads to sales. Is your venue a destination? If not, we’ll examine what companies like Apple and Whole Foods can teach us about connecting with the community and drawing people in.

Morten Gotterup | SVP | Westfield Brand Ventures

10:30 am | Refreshment Break

11:00 am | General Session

The Last Word on ICX: Millennials Speak for Themselves

There has been a lot of talk about millennials. Maybe now it’s time to listen to them instead. To this end, we’re bringing in a panel of experts on millennials (i.e., millennials themselves) to speak their mind. A “town hall” moderator will test our assumptions about what this new generation of young adults really wants from a customer experience perspective. Expect to be surprised — and to leave this final summit session with plenty to think about on the way home.

      • Sponsored by Cineplex Digital Media
Group Of Young Friends Shopping In Mall Together

12:00 pm | Summit adjourns

2:00 pm | After-Summit Networking Event

ICX Association Golf Scramble

Play where the pros play…

Stick around at the end of the ICX Summit for a golf scramble hosted by the ICX Association at the TPC Four Seasons Las Colinas golf course. This is a rare opportunity to play the course that is home to the PGA’s Byron Nelson tournament. It’s also a great networking opportunity. All golfers are invited to a post-scramble dinner at 6:30 pm.

Participation is limited to qualified ICX Summit attendees and sponsors of the scramble. 

Entry Deposit: $200.00
Qualified attendees of the ICX Summit can reserve a spot in one of nine foursomes in the scramble by adding a $200 deposit to their Summit registration. This deposit will be refunded following participation in the scramble. No refunds will be issued for non-participation or cancellations less than 2 weeks from the event.

Golf Scramble Sponsorship
Vendors must sponsor a foursome to play. Click here to request more info.


Agenda and speakers are subject to change.


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

Tell Your Friends

Save 15% off attendee registration

Refer three friends or colleagues and you’ll all receive a discount code to save 15% off registration (qualified attendees only). Sign up early to save even more.

Hotel Reservations

Four Seasons Resort &
Club Dallas at Las Colinas
4150 N MacArthur Blvd, Irving, TX 75038
(972) 717-0700
Event Rate: $199/night + $20/night resort fee
Event rate expires May 15, 2017.

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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