Sunday, June 28, 2015

12:00 PM – 1:00 PM


Registration will be open briefly on Sunday afternoon to accommodate tour participants.

1:00 PM – 4:00 PM

ICX Hunt & Tours

Kick of the summit with a scavenger hunt that will lead you and a small group of individuals through some of Michigan Avenue’s most technologically impressive and progressive store-fronts. Below is a snapshot of some of the interactive customer experience technologies that you will encounter throughout the hunt.

Assisted Selling
Image Projection
Digital Screens

5:00 PM – 7:00 PM

Welcome Reception/Registration

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.

Monday, June 29, 2015

7:30 AM – 8:30 AM


8:30 AM – 8:45 AM

Opening Remarks

8:45 AM – 9:45 AM | Opening Keynote Session

Emerging Experience Trends in Digital Commerce

Digital commerce experiences are evolving beyond simple e-commerce catalogs. Today’s best-in-class experiences have to engender trust, integrate social, and be contextually relevant across all devices. These experiences also have to extend beyond the web and into the store where 90% of all purchases happen. This session will explore some of the best practices, the emerging trends, and the underlying factors driving those trends.

Jason Goldberg | GVP, Commerce Strategy | Razorfish

9:45 AM – 10:15 AM

Refreshment Break

10:15 AM – 11:15 AM | Breakout Session

It’s All About Content (and Context)

Big screens are great, but ultimately it comes down to the content to attract and engage. The content has to be fresh and contextually relevant to hit the mark. How do you create or source great content affordably and keep them coming back for more?

Ken Bronson | Director, Technologies | Avatar
Nick DeCarlo | Director, Restaurant Solutions | The Wendy’s Company
Moderator: Neil Sudaisar | Sr Director, DIRECTV Enterprise Solutions | DIRECTV

Sponsored by DIRECTV

10:15 AM – 11:15 AM | Breakout Session

Integrating with Mobile

With more than 70% of US consumers owning a smartphone, it’s important to consider how to integrate with mobile to develop richer experiences. On the surface, it seems like a competition of the screens. But integrated correctly, interactive displays can complement mobile. We’ll talk about going from the big screen to the small screen (and vice versa) and continuing the conversation beyond your four walls.

Sean Andersen | Director, Interactive & Mobile Services| Six Flags Entertainment
Chris Demery | Group VP, IT Applications| Sr. Business Partner | Bloomin’ Brands
Rob Gonda | VP, Global Digital & Data | McDonald’s
Moderator: Michael Wior | CEO | Omnivore Technologies

Sponsored by Omnivore Technologies

11:15 AM – 11:30 AM

Refreshment Break

11:30 AM – 12:30 PM | Breakout Session

Tablets: When, Where, Why and How

Since the iPad was introduced in 2010, millions of tablets have been sold to consumers and businesses alike. Many organizations saw this as an opportunity to deploy inexpensive tablet kiosks. This session will look at self-service versus employee-assisted applications and the pros and cons of iPad, Android and Microsoft options.

Matthew Allard | Founder & CEO | Runtriz
Eric Johnson | Co-founder | Moki
Paula Suarez | Director, Software Analysis & Dev’t | Dickey’s Barbecue Restaurants
Moderator: Adam Aronson | CEO | Lilitab

Sponsored by Lilitab

11:30 AM – 12:30 PM | Breakout Session

Building the Business Case for Interactive and Personalized Customer Experience Technology

Interactive technology is cool, but “cool” doesn’t always mean achieving your business objectives. To improve brand advocacy and direct engagement with the consumer, the experience at the digital touch point needs to be interactive, engaging, personalized, and measurable. We need to understand what role technology plays in creating these experiences and helping businesses to achieve their business objectives. You will hear from companies on how they built personalized experiences that resulted in meeting their business objectives.

Amanda Collins | Area Manager, Flagship Operations | AT&T
Scott King | Strategy Director | frog Design
Patrick May | Product Marketing Manager | Dell
Moderator: Shailesh Chaudhry | Director, Business Strategy | Intel

Sponsored by Intel

12:30 PM – 1:30 PM


1:30 PM – 2:30 PM | Breakout Session

Welcome to the Internet of Things: The New Frontier for Customer Experience

It’s time to think beyond the hype of Internet of Things, to look beyond the technology and find actual business value, particularly around consumer engagement. In this discussion, we’ll explore how and when companies can and should or should not use data and personalization capabilities to create connected brand experiences. We’ll also identify and define the primary use cases for consumer-facing IoT (e.g. reward, decision-making, innovation, and more) for how brands can leverage emerging technological capabilities to enhance customer interaction and experience.

Jessica Groopman | Industry Analyst | Altimeter Group
David Salberg | Global Enterprise Manager | Verizon
Scott Schwalbe | Co-Founder & CEO | Nimbelink
Moderator: Chris Baird | Executive Vice President | OptConnect

Sponsored by OptConnect

1:30 PM – 2:30 PM | Breakout Session

Engaging Customers Through In-Venue Social Media

Social media has been woven into the fabric of our lives. You can put social media on steroids by bringing it into your venue and encouraging your audience to “get in the act” and “be part of the story.” Of course user-generated content is not without its challenges. We’ll discuss effective ways to engage your audience, moderate content and facilitate sponsorship and advertising opportunities.

George Burciaga | Owner & Founder | elevate DIGITAL
Colleen Maxwell | Senior Social Media Coordinator | Chicago White Sox
Stephen Randall | EVP, Mobile and Social | Monster Media
Moderator: Christopher Hall | Senior Editor |

Sponsored by Kresics Fitness

2:30 PM – 2:45 PM

Refreshment Break

2:45 PM – 3:45 PM | Breakout Session

Emerging Tech From the Innovation Labs

Many major retailers and digital agencies have created innovation labs to test and incubate new technologies such as beacons, interactive mirrors, facial recognition, robotics, augmented reality, wearables, 3D printing and more. Hear the latest innovative ideas that push the boundaries of what’s possible and learn how to thrill your customers while not invading their privacy.

Beck Besecker | CEO | Marxent
Craig LaRosa | Divisional VP, In-Store Experience & Design | Sears Holdings Corp
Moderator: Christopher Hall | Senior Editor |

Sponsored by Marxent

2:45 PM – 3:45 PM | Breakout Session

Creating Memorable Digital Out-of-Home Campaigns

Savvy marketers have turned to digital out of home (DOOH) to generate buzz and excitement. We’ll look at several successful campaigns — from concept to results.

Steve Birnhak | Founder and CEO | Inwindow Outdoor
Jean-Luc Decaux | Co-Chief Executive Officer | JCDecaux North America
Ben Putland | Chief Operating Officer | Grand Visual
Moderator: Jeff Pinc | Director, Food Service Solutions | Panasonic

Sponsored by Panasonic

3:45 PM – 4:00 PM

Refreshment Break

4:00 PM – 5:00 PM | Breakout Session

Bridging Brick-and-Mortar with Digital Brand Experiences

This session will present several examples of creating memorable experiences that drive customers to the store, cementing the brand message and creating a call to action.

Brandon Elliott | VP, Technology | Possibility Place
Dan Gertsacov | Chief Digital Officer | Arcos Dorados (McDonald’s Latin America)
Sid Jatia | Vice President, Direct-To-Consumer Digital | Under Armour
Moderator: Kent Savage | Founder & CEO | Apex Supply Chain Technologies

Sponsored by Apex Supply Chain Technologies

4:00 PM – 5:00 PM | Breakout Session

More Info Please

Deploying digital screens can be an effective way to provide information to customers, travelers, visitors or employees. Not everyone will download your app or seek out a mobile website. These screens can supply the right info at the right time and place, 24/7, without the need for a staffed information desk.

Eric Michael Vazquez | Project Manager | Encore Event Technologies
Kayla Spiess | VP, Partnerships and Alliances | Infusion
Moderator: Paul Christilaw | Product Manager | Omnivex Corporation

Sponsored by Omnivex

6:00 PM – 9:30 PM | Awards Dinner Party

Skydeck Chicago at Willis Tower

After a full day of informative and inspiring sessions, we’re excited to be able to treat you to an evening of great food, great conversation, and great heights! Willis Tower boasts an elevation of 1,353 feet, giving its visitors the chance to take in the Chicago cityscape from the 103rd floor, otherwise known as Skydeck Chicago. Following cocktails and hors d’oeuvres, the ICX Association will present its Awards of Excellence. Dinner will follow the brief awards presentation. At the end of the night, if you are feeling particularly adventuresome, we invite you to take the city lights in from The Ledge – a platform that extends 4 feet over the Chicago streets. Come join us for an evening that promises to be unforgettable!

Tuesday, June 30, 2015

7:30 AM – 8:30 AM


8:30 AM – 9:30 AM | General Session

Queuing – Why Make Customers Wait?

Nobody likes to wait. In this session we’ll talk about various technologies being used – such as mobile and kiosks – to help speed customers through the check-in and check-out process or skip the line altogether.

Philip Ciaccio | Sr. Analyst, Web and Mobile Systems | Dunkin’ Brands
Veronica Luna | Associate Manager, Operations | Taco Bell Corporation
Yassir Zouiten | Senior Product Manager, Global Kiosk | MoneyGram International
Moderator: JD Miller, PhD | Vice President | Workplace Systems

Sponsored by Workplace Systems

9:30 AM – 9:45 AM

Refreshment Break

9:45 AM – 10:45 AM | General Session

Deployment Lessons from the Field

You’ve defined your business objectives. You’ve identified the technologies. Now, how do you deploy it? Will it scale? In this session, you’ll learn valuable lessons from the field and how you can avoid common mistakes. We’ll also talk about integration with existing systems, determining best placement and other important issues such as connectivity, monitoring and maintaining uptime.

Geoff Alexander | EVP & Managing Partner Wow Bao | Lettuce Entertain You Enterprises
Katlann Smith | SVP | Banking Center Marketing | Emerging Capabilities | Bank of America
Moderator: David Gedoun | Territory Manager, Retail | Cradlepoint

Sponsored by Cradlepoint

10:45 AM – 11:00 AM

Refreshment Break

11:00 AM – Noon | Closing Keynote Session

The Panera 2.0 Integrated Experience

Panera 2.0 is a series of integrated technologies to enhance the guest experience for all consumers no matter how they choose to use Panera. Panera 2.0 brings together new capabilities for digital ordering, payment, operations and, ultimately, consumption to create an enhanced guest experience for “to go” and “eat in” customers.

Blaine Hurst | EVP, Chief Transformation & Growth Officer | Panera Bread