2017 AGENDA

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. Several have agreed to open their doors to ICX Summit attendees for in-depth tours. Attendees will be able to choose one of the following venues:

Nebraska Furniture Mart
Neiman Marcus (newest location in Fort Worth)
Six Flags Over Texas
• Texas Motor Speedway

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.

      • Sponsored by Elo
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TUESDAY / JUNE 6, 2017

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
Craig Witsoe | CEO | Elo

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.

Speakers:
Paul Blackburn | Vice President, Concept Design, Construction & Merchandising | L’OCCITANE en Provence
Scott Emmons | Head of the Innovation Lab | Neiman Marcus
Albert Vita | Director, Strategy & Insights | The Home Depot

      • Sponsored by Elo
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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.

Panelists:
Briton Smetzer | Vice President of IT Operations | Fuzzy’s Taco Shop
Paula Suarez | VP of IT and Development | Dickey’s Barbecue Restaurants
Ashish Tajpuria | SVP, Head of Emerging Payments & Commerce Partnerships | Bank of America

Moderator:
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.

Panelists:
David Kepron | VP – Global Design Strategies | Marriott International
Ken Nisch | Chairman | JGA
Lee Summers | Chief Executive Officer | Reflect

Moderator:
Christopher Hall | Managing Director | ICX Association

      • 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.

Panelists:
Kris Bartel | VP of QSR + Strategy | ZIVELO
Matt Marotta | Manager, Digital Media Services | Six Flags
Albert Vita | Director, Strategy & Insights | The Home Depot

Moderator:
Raj Maini | Worldwide Director of Marketing, Visual Retail | Intel Corporation

      • 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.

Panelists:
Eric Schongalla | Manager, Retail Systems | Carhartt
Roger Starkweather| SVP Sales & Experiences | OpenEye Global

Moderator:
Chris Devlin| Director of Sales | Omnivex Corporation

      • Sponsored by Omnivex

12:00 pm | Lunch

Lunch & Learn

Hear four rapid-fire talks on hot topics of the day from the following companies:

“Using Technology to Improve the Customer Experience” – Kent Savage, Apex Supply Chain Technologies
“The Use of 4G-LTE as an Enterprise WAN” – Ken Hosac, Cradlepoint
“Arriving Now: Location for Winning with Time Crunched Mobile Customers” – Jaron Waldman, Curbside
• “The Value of Analytics” – Christie Rice, Intel

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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.

Panelists:
Anna Duffy | Marketing Strategist | Taziki’s Mediterranean Cafe
Rick Moreno | SVP, Innovation & Distribution | Little Caesars
Richard Schneider | COO, Sportservice | Delaware North

Moderator:
Kent Savage | Founder & CEO | Apex Supply Chain Technologies

      • 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?

Panelists:
David DiMeo | Co-founder | Robo Retail
Sarah Furnari | VP, Retail Experience | BEHR
Ken Moy | VP – Subway Digital | Subway

Moderator:
Kass Dawson | Head of Marketing and Communications | SoftBank Robotics

      • Sponsored by SoftBank Robotics

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.

Panelists:
Brandon Elliott | Sr. Director, Digital Products | HMSHost
Scott Emmons | Head of the Innovation Lab | Neiman Marcus
Phillip Raub | Founder/CMO | b8ta

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

      • Sponsored by NEC Display Solutions

2:30 pm | 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.

Panelists:
Paul Blackburn | Vice President, Concept Design, Construction & Merchandising | L’OCCITANE en Provence
Andrew Winninger | Business Development Manager | Capital One

Moderator:
Tobi Schneidler | CEO | Bouncepad

      • Sponsored by Bouncepad

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.

Panelists:
Jaime Bettencourt | SVP of Premier Sales & Account Management | Mood Media
Christiana DiMattesa | Senior Retail Marketing Manager | Under Armour
Ed King | VP of Strategy | MaxMedia

Moderator:
David Drain | Senior VP of Events | Networld Media Group

        • Sponsored by Mood Media

4:00 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?

Panelists:
Michael Erdman | IT Director – eCommerce & Digital Marketing Technology | Brinker International
Douglas Kwong | Digital Director | Cicis Pizza
Kevin Lee | CEO | Sushiyaa

Moderator:
Mark Brooks | National Sales Manager, Food Service Solutions | Panasonic

      • Sponsored by Panasonic

6:30 – 9:30 pm | Awards Dinner Party

ICX Association Elevate Awards @ The Star

Each year the ICX Association Elevate Awards are presented at a unique location and this year is no exception. Attendees of the 2017 ICX Summit will be treated to dinner and a tour of The Star, a 91-acre campus that is home to the world headquarters of the Dallas Cowboys.

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 tour The Star.

The Star boasts a state-of-the-art indoor football stadium, an entertainment district with restaurants and shops and more. Attendees will get a look inside the operation of the Dallas Cowboys with a tour that includes the Ford Center, War Room, Nike Star Walk, the Super Bowl Memorabilia Station and the Grand Atrium. Even those who are not interested in football will be blown away by this impressive facility.

Buses will depart the Four Seasons Hotel at 6:00 pm to take Summit participants to The Star.

      • Sponsored by Cineplex Digital Media

WEDNESDAY / JUNE 7, 2017

7:00 am | Breakfast

8:00 am | Breakout Session

Mobile Ordering and Gratification

Speed and convenience are two primary reasons consumers increasingly choose mobile ordering. Retailers, restaurants and other merchants are overcoming early hiccups and learning the key elements of a program that delights, rather than disappoints, customers. This panel will discuss building a great customer experience, with world-beating UX, timely mobile messaging, great physical signage, efficient and accurate fulfillment, and accurate reporting to deliver on the promise nationwide. Current consumer trends point toward mobile ordering with same day local service as the most significant growth driver of the retail economy.

Panelists:
Rohit Kapoor | VP of IT | Pizza Hut International
Ken Moy | VP – Subway Digital | Subway
Dennis Schleicher | Customer Experience Design | Kohl’s

Moderator:
Sean Moran | Chief Revenue Officer | Curbside

      • Sponsored by Curbside

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.

Panelists:
Jordan Fraser | Dir. of Business Development, GameStop TV | GameStop
Chris Lydle | Global Lead of Digital Signage and Kiosk | Google
Aaron Pompey | Director, Digital Consultancy and Marketing | AOPEN

Moderator:
Jeff Martin | President & CEO | Right Media Solutions

      • Sponsored by Right Media Solutions

9:00 am | Refreshment Break

9:30 am | Breakout Session

Activating our Senses using Neuroscience: How music & digital engagement light up our brains

Neuroscience tools allow us to capture and measure someone’s immediate reaction to digital signage, and other immersive experiences. We are able to collect information about their emotional engagement, including measuring the impact of activating the senses (things like sight, sound, scent).

Prior research has shown associations of things like music on consumer behavior, but we wanted to see how our brains responded to each sense. Learn insights from Marketing Brainology’s latest Neuroscience study to see how our brains respond to the digital world. We will share best practices in creating true immersive experiences that engage consumers and grow emotional connection. Our panel will highlight various parts of this unique study; and how companies can also incorporate key learnings.

Panelists:
Michelle Adams | Founder | Marketing Brainology
Tamara Deike | Vice President of Global Brand Development | Imagesound Group
David Kepron | VP – Global Design Strategies | Marriott International

Moderator:
Roberta Perry | Vice President Business Development | Fresh Juice Global

9:30 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.

Panelists:
Steve Chen | Managing Director| Float Hybrid Entertainment
Alan Hughes | Founder / Chief Creative Officer | NEXT/NOW

Moderator:
Brandon Elliott | Sr. Director, Digital Products | HMSHost

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.

Moderator:
Ed King | VP of Strategy | MaxMedia

      • 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.

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Agenda and speakers are subject to change.

TAKE YOUR TEAM TO THE SUMMIT

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

Omni Frisco Hotel
11 Cowboys Way | Frisco, TX 75034
1-800-THE OMNI (843-6664)
Event Rate: $229/night*
Event rate expires May 21, 2018.
* 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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