10:00 am-6:00 pm EDT (7:00 am-3:00 pm PDT) - Exhibit Hall/Networking Lounge Open

10:30 - 11:30 EDT - Influencing New Points of Decision (Seminar A)

Laura Davis Taylor, founder and principal of Retail Media Consulting, Inc. and author of the new book, Lighting Up The Aisles, will address strategies for improving the in-store experience through innovations in shopper marketing such as personal shopping devices, digital signage, location-based marketing and other new solutions that are already in place.

11:45 - 12:30 EDT - Measuring & Improving Customer Experience (Seminar B)

Paula Courtney, President of The Verde Group & Stephen Hoch, Baker Retail Initiative at the University of Pennsylvania’s Wharton School, co-authors of The Retail Customer Dissatisfaction Study, will share strategies and insights into how retailers can benchmark and improve their experience scores.

1:00 - 1:45 EDT - Delivering Winning Retail Customer Experiences (Seminar A)

Jon C. Stine,  Director in the Retail for Consumer Products sector for Cisco Systems will discuss how providing the dynamic shopping experience that consumers now demand is a challenge that can be met with today’s technology. In this session, see how the integration of in-store kiosks, call centers, wireless networking, digital signage and more can create a win-win – transforming the experience for your customers and driving more revenue for you, the retailer

2:00 - 2:45 EDT - Investing in the In-Store Environment (Seminar B)

This roundtable discussion will feature Robert Fort, CIO of The Virgin Entertainment Group & Andrew Austin, Director of Retail Customer Experience for AT&T sharing their strategies and future plans to improve the in-store experience through point of service solutions, self-service check-out, kiosk and other new technologies, as well as improved training of their sales associates.

3:00 - 3:30 EDT  - Concurrent Sessions:

Session A: Email Engagement:
Chad White, Director of Retail Insights and Editor-at-Large for the Email Experience Council, and the author of a popular blog will share the best practices insights he has gathered by tracking the email marketing campaigns of more than 110 of the largest online retailers.

Session B: Customer Centric Marketing:
Mike Hayes, SVP of Marketing, for The Bon Ton Stores, Inc.will share insights into the shift from merchant centered messaging to customer centered marketing, including how retailers can use a closed-loop process to build customer interactions and consumer insights into their marketing campaigns.

3:45 – 4:15 EDT  - Concurrent Sessions:

Session A: Engaging the Mobile Consumer
Andy Nulman, With mobile advertising expected to grow to over $4 billion in 2011, retailers will need to be creative in drawing the eye of the mobile consumer. This session will provide creative insights into what tactics are working in other markets and what might apply well to the rules of retailing.

Session B: Building a Customer-Centric Workforce
Frank Urbaniak,  Principal Consultant, C-Core Consultanting, will share best practices around building a customer-centric workforce, outlining the steps retailers need to take to in order to optimize store operations.

4:15 - 5:00 EDT Satisfying The Cross Channel (Seminar A)

Chris Fletcher & Kevin Sterneckert, Research Directors for AMR Research. This session will provide insights into attracting and retaining cross-channel customers as well as key related metrics such as conversion rates.

5:00-6:00 EDT – BYOB Cocktail Party/Exhibit Hall/Networking Lounge Open