12:00 – 12:05pm
WELCOME 
Paul Donato — Chief Research Officer, ARF

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12:05 – 12:15pm
The “New Normal” — Customer-Centered Omni-Channel Retailing
While the pandemic accelerated e-commerce as a shopping mode, consumers still prefer physical stores for some shopping needs. As we emerge from the pandemic, the best retail experience will be customer-centric, i.e., a seamless integration across channels, customer perspective.

Barbara E. Kahn — Patty and Jay H. Baker Professor of Marketing
The Wharton School, University of Pennsylvania
Executive Director, Marketing Science Institute

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12:15 – 12:30pm
Connecting to Today’s Shoppers Across Channels
An accelerated convergence of change from channel shifting to in store shopping behavior to retailer e-com and media programs due to Covid-19 has caused marketers to be more flexible and modify faster than ever. Brands must take a more sophisticated, performance-driven approach to digital media to reach consumers where they are searching, streaming, and shopping. Find out how marketers can connect with shoppers across channels based on recent channel shifting data and trend research.

Jennifer Pelino — EVP Omni Channel Media & Diversity & Inclusion Champion
Media Center of Excellence, IRI

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12:30 – 1:20pm
Strategies for Maneuvering the Disruptive Shopper Landscape
Hear how major retailers / brands are using ecommerce, partnerships, social media, DTC, technology and innovative approaches to reach customers.

Fireside Chat

Leveraging Consumer and Employee Insights to Evolve Omnichannel Shopping Experiences
Best Buy’s purpose, to enrich lives through technology, has never been more relevant than during the onset and continuation of the COVID-19 pandemic. As consumer shopping patterns continued to evolve as the pandemic extended, insights from research with customers and employees helped Best Buy evolve their operating model to better meet their needs.

Jill Giefer — Sr. Director of Market & Consumer Research, Best Buy, Co., Inc.
Moderator:  Paul Donato — Chief Research Officer, ARF

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Presentation/Fireside Chat

Full Funnel Marketing Analytics and Measurement for an Omni-Channel Business
Omni-Channel Customer behavior is growing more complex, and it is crucial to define the relevant KPIs for different channels, campaigns, and initiatives based on each stage of the customer journey. Hear the latest on how to measure, report, analyze, and optimize based on the characteristics of marketing channels and campaigns across the marketing funnel (Awareness, Consideration, and Conversion) effectively.

Tom Tang — VP, Advanced Analytics, Walmart
Moderator:  Barbara E. Kahn — Patty and Jay H. Baker Professor of Marketing
The Wharton School, University of Pennsylvania
Executive Director, Marketing Science Institute

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Fireside Chat

Delivering the Brand Experience Across Channels
In the race to grow online, many companies struggle just getting the basics right… navigation, shipping, checkout. But successful brands go further. This chat will discuss insights to help deliver engaging brand experiences wherever and however consumers want to shop.

Barb Murrer — VP, Marketplace Insights, Levi Strauss & Co.
Moderator:  Chris Fosdick — Managing Partner, The Cambridge Group

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1:20 – 1:35pm
Mastering the Shift to Omnichannel Shopping
While the pandemic has increasingly shifted product discovery to online channels, consumers miss the in-store experience. As Gen Z consumers are leading the way, newly empowered shoppers are finding the path to purchase that suits them best as they increasingly navigate online and offline touchpoints throughout the customer journey. Hear why retailers need to adapt how to engage consumers where they are and provide a seamless experience across their omnichannel journey.

Nils Wagner, Ph.D. — Global Lead Consumer Research Retail, Facebook

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1:35 – 1:50pm
Tracking the Return to Normal: Consumers’ Comfort Returning to Retail Spaces
Even considering the e-commerce boom during lockdowns, brick-and-mortar shopping is here to stay. But when will things return to normal? What will our new normal look like? Hear the latest on how trend data provides insight into shoppers’ current state of comfort and readiness to return to physical stores and shopping malls.

Joanna Piacenza — Senior Editor, Morning Consult

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1:50 – 2:00pm
Closing Remarks
Paul Donato — Chief Research Officer, ARF

12:00 – 12:05pm
WELCOME 
Paul Donato — Chief Research Officer, ARF

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12:05 – 12:15pm
Consumer Engagement and Experience in Today’s Shopping Landscape
Unique in-store experiences will become more important as shoppers require additional reasons to visit physical stores. In-store and mobile technology will be used to offer safe, low-touch interaction. Social commerce and shopper-tainment will also play key roles. And, AI and ML will continue to be used to personalize and customize the shopping journey.

Barbara E. Kahn — Patty and Jay H. Baker Professor of Marketing
The Wharton School, University of Pennsylvania
Executive Director, Marketing Science Institute

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12:15 – 12:30pm
Unlocking Insights with Retail Partners
Learn how a global leader in food and beverage sharpened its consumer intelligence and tuned into important shifts in shopper behavior. How was a safe and secure data collaboration between retailers and suppliers achieved?

Glen Roth — Head of Business Development, LiveRamp
Annia Champsaur  — Marketing Technologist, Numberly
Thibaut Munier — Co-Founder and COO, Numberly

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12:30 – 12:40pm
Influencing the Online Shopper Journey by Applying Psychographic Insights
Knowing which touchpoints and channels are most influential in your category is just one step towards digital marketing success. To develop the most impactful strategies, brands must be equipped with a 360-degree view of the consumer. Understanding psychographics, such as personality traits, can add another level of accuracy to predicting online decision behavior. Learn how these subconscious drivers influence shopper journeys. Find out how marketers can practically uncover and apply these insights to boost online conversion and engagement.

Remy Thim — Vice President, SKIM

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12:40 – 1:10pm
Sweetening and Supersizing Customer Engagement
Leading brands share how they are navigating the pandemic recovery. What are they learning and what strategies are they adapting to engage customers?

Jennifer “JJ” Healan — VP Brand Content & Engagement, McDonald’s Corporation
Matthew Weiner —Sr. Vice President, Group Creative Director, Arc Worldwide
Drew Ingram — Director, Retail Media, PepsiCo
Stephanie Bazan — VP, Trade & Market Development, Avocados From Mexico
Moderator:  Jessica Wohl, Food Reporter, Ad Age

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1:10 – 1:25pm
Is Brand Loyalty Really in Decline?
Before COVID, the brand debate centered on whether loyalty was declining. Several reasons were offered: DTC, Online Shopping, Influencer Marketing and the shopping habits of Gen Z and Millennials. The ARF will share data on a current study to understand if loyalty has really changed.

Paul Donato — Chief Research Officer, ARF
Amy Crooks — Manager Research & Development, NCSolutions
Jennifer Pelino — EVP Omni Channel Media & Diversity & Inclusion Champion
Media Center of Excellence, IRI

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1:25 – 1:40pm
“What’s Next?” for the Retail Industry and Consumer Shopping for 2021 and Beyond
Agility is key to retail success as we move through the phases of recovery in 2021 and beyond. Growth opportunities are identified across industries using NPD’s actual retail sales results and  insights. Find out what you need to do to be prepared.  

Marshal Cohen — Chief Industry Advisor – Retail, The NPD Group, Inc.

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1:40 – 1:55pm
The Future of Physical Retail
Hear about the latest innovations and opportunities for retailers to connect with customers including: Agile spaces that morph to best serve more complex consumer dynamics. Making flexible fulfilment a point of connection with your customers. What role does BOYD play in the future of stores? How does experiential retail evolve? Rethinking four-wall profitability and the role stores play for customers.

Melissa Gonzalez  — CEO, The Lion’esque Group, an MG2 Company
Moderator: Paul Donato — Chief Research Officer, ARF

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1:55 – 2:00pm
Closing Remarks
Paul Donato — Chief Research Officer, ARF