Enabling the Consumer Experience

By Nicole Giannopoulos
Using technology to enhance the customer experience was a key theme at the 11th Annual RIS News Retail Executive Summit, “Creating Value through Performance-Driven Retailing,” which attracted more than 80 attendees June 13-15 to the Grand Del Mar, Del Mar, CA. At the summit, RIS presented the 2012 CIO of the Year awards.

Stuart Mathis, president of The UPS Store and Gary Williams, CEO of wRatings Corporation kicked off the event with the President’s Perspective on differentiation, leadership and value.

Robert Wolcott, executive director of the Kellogg Innovation Network at Northwestern University, discussed focusing on the consumer’s entire life experience rather than just an in-store experience.

A CIO Panel discussion featuring Mike Laurenti of Belk, Stacey Shulman of American Apparel and Yul Vanek of Deckers Outdoor revealed that retail decision-making should consider empowered consumers but not be driven by them.

Results from the 3rd annual Shopper Experience Study were presented by Colleen Coleman of Cognizant and RIS News’ Joe Skorupa, revealing shoppers’ desire for personalized, attentive in-store experiences.
The next major RIS event will be the 2012 Cross Channel Retail Executive Summit/Mobile-Social Convergence Forum, taking place October 3-5 at the Westin in San Antonio, TX. Visit www.risnews.com/retail-conferences for more information.