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Moving retail IoT strategies from concept to reality to drive sales, engagement, efficiency and competitive advantage



Summit - 23rd May 2017: London





8:30am
Registration and Networking


9:15am
Chair’s Welcome
Colin Jeffrey, Partner, Deloitte Digital


9:25am
Opening Thought Leadership Keynote
Setting The Scene And Getting Beyond The IoT Hype
Matt Clarke, Partner, Deloitte
MARTIN BUTLER, VICE PRESIDENT CONSUMER INDUSTRIES, IBM UK

  • What does IoT mean for the retail sector?
  • Why is it important?
  • How can retailers monetize IoT?
  • What is happening today with retail IoT?
  • What should you be doing both today and in the next 12 months?


10:05am
Keynote Panel Discussion & Interactive Q&A Session:
Answering Your Fundamental Retail IoT Questions

Panellists confirmed to date:
Otto van Harmelen, VP, Metro AG and Head of New Products & Services, Metro Group Business Innovation, Metro Group
Gracia Amico, CEO, PetsPyjamas
Robin Phillips, Director of Digital, Kurt Geiger

The moderator will ask our panel some of the below questions and also ask the audience to offer their own questions:
  • How do you define IoT from a retailing perspective?
  • What is the business case for investing in IoT?
  • What are the key IoT opportunities and threats for the retail sector?
  • How is IoT impacting our stores and operations?
  • How should you structure your businesses and business models to prepare for IoT?
  • How can you best experiment before going ahead?
  • How can retailers best keep up when IoT is developing so quickly?


10:50am
Coffee Break In The Networking Area




Morning Interactive Roundtables Discussions:

Choose from 8 interactive roundtable discussions with fellow attendees on the most pressing IoT issues facing the retail industry.

Network at small tables and participate in lively topical conversation providing an excellent opportunity to meet your industry peers in a dynamic knowledge sharing environment.



IoT, Technology & The Store


IoT, Marketing & The Customer


IoT, Operations & Supply Chain




11:20am

Roundtable 1:

Driving Sales And Customer Engagement Through Merging The Digital And Store Environments

ROBIN PHILLIPS, DIRECTOR OF DIGITAL, KURT GEIGER

  • What do customers expect from the bricks and mortar environment in an increasingly connected world?
  • How can you best use IoT to identify and understand your customers in store without invading their privacy?
  • Which IoT strategies can help maximize customer engagement in the digital domain within a bricks and mortar environment?
  • Which new IoT technologies will ensure your store strategy is focussed on increased sales and offer the best ROI?
  • How can you ensure your store advisors are more knowledgeable than your customers in a world of instant information?
  • What does a seamless omnichannel experience look like in store and how can we get there?
  • How can you use IoT to offer an improved payments experience in store?
  • Where has in-store tech failed to work for customers and what have we learned from it?
  • What will the role of the store be in the future as IoT develops?
Roundtable 2:

Achieving Deeper Customer Insight Through An Effective Data Strategy

James Morgan, Head of Information Strategy & Management, Sainsbury's

  • Where is the most valuable customer data being created within the retail IoT arena and how can you best correlate it?
  • Which legal, privacy and security implications should you be considering when dealing with customer data?
  • How can you achieve more immediacy around your customer data?
  • When do you know when you have too much data?
  • What analytics strategies will enable you to achieve actionable customer insight?
  • What algorithms considerations should you be looking at to leverage customer data?
  • What are the key data management pitfalls you need to watch out for?
Roundtable 3:

Improving Stock Accuracy and Visibility Through RFID

Richard Jenkins, Head of Loss Prevention & RFID, Marks and Spencer

  • How timely does stock visibility need to be in an omnichannel market?
  • Which RFID options offer the best ROI for stock accuracy, visibility and management?
  • How can RFID help retailers with loss prevention and vendor compliance?
  • How can you use RFID to improve availability of stock to the consumer?
  • How can retailers best capitalise on IoT- enabled stock management to drive more omnichannel sales?

Roundtable 4:

Increasing Turnover Opportunities Through A Non-Intrusive Beacon Strategy

Sophie Ross, Group Head of Multichannel, Hammerson plc

  • How can you get your customers to opt into beacon notifications?
  • What ROI can retailers expect from beacon investment?
  • How can you ensure your beacon strategy drives customer engagement and turnover without appearing intrusive and pushy?
  • How should we approach content personalisation within a beacon messaging strategy?
  • What are the connectivity considerations of a successful beacon strategy?
  • Which new opportunities are there within the store environment to develop the beacon opportunity?
Roundtable 5:

How Will It Change And What Impact Will It Have On Sales, Differentiation And Customer Engagement?

Mark Cody, Mobile Consultant, Former Head of Mobile Products and Services, Camelot and Former Head of Digital Marketing Innovation, Tesco

  • How important will the bricks and mortar store be by 2019 compared with today in terms of customer journey?
  • What role will the smartphone play in the customer journeys of the next two years?
  • How much emphasis will be placed on smart home shopping as IoT develops?
  • How can you create a more seamless journey for the customer today and how will this change as IoT develops?
  • What role will social media play in the customer journey in the next two years?
  • Which elements of the customer journey offer you the best opportunities for customer engagement?
  • Will a more complex customer journey make customers harder or easier to sell to?
  • How achievable is the single customer view in a marketplace of infinitely more connections?
  • How can we best educate the customer about IoT in the next two years?
Roundtable 6:

How Can Automation Be Accelerated By New IoT Technology?

Adam Green, Principal Wireless Engineer, Ocado

  • The use of IoT in supply chain is often justified by efficiency gains but how else can it improve customer experience?
  • Given the sharp rise in the number of available IoT standards what are the common pitfalls when using them for automation?
  • How can we best manage infrastructure refresh programmes and obsolescence given the speed IoT is moving?
  • How do you measure the success of IoT initiatives within operations and supply chain?
  • The field of robotics has exploded at the same time as big data. Is this a coincidence and how can big data help make better systems?
  • Big autonomous robots often get the headlines but what smaller devices can be used as employee aids to improve productivity?
  • What are the retailer benefits in the upcoming 5G mobile phone standard? Is narrow band IoT of interest?


Roundtable 7:

Which IoT Technologies Will Actually Improve Your In-Store Experience And Deliver ROI?

Rebecca Ruddle, Head of Showrooms, Made.com

  • Which IoT technologies offer your customers the best experiences in the bricks and mortar environment?
  • Which in-store technologies are a fad and which ones will still be improving customer experience in three years?
  • How can you ensure you are not just investing in ‘shiny things’ for technology’s sake as opposed customer needs?
  • Which IoT technologies actually get in the way of customer experience?
  • How can we best make your in-store IoT technology more personalised?
  • How can you best include the customer’s mobile within your IoT technology decision- making for the store?
  • What are the key pitfalls to avoid with new technology implementation in- store?


Roundtable 8:

Integrating IoT Within Your Supply Chain Strategy To Lower Costs And Drive Efficiencies

Ben Farrell MBE, Head of Central Operations and Transport, John Lewis

  • Which new IoT technologies should retailers be implementing to maximise efficiencies and lower supply chain costs?
  • How is IoT being used in the warehouse environment to drive efficiencies?
  • How can IoT be used to optimize visibility throughout the supply chain?
  • How will vehicle and driver tagging through IoT improve supply chain efficiencies, speed and productivity further?
  • What are the key IoT pitfalls to avoid with supply chain management?
  • How can you measure the success of your IoT supply initiatives to show ROI?
  • How can manufacturers and retailers work together on IoT to improve their supply chains?


12:05pm
Panel Discussion & Interactive Q&A Session:
Assessing Which New IoT Opportunities And Threats The Home Environment Offers To Retailers Beyond Selling Smart Products


Dave Ward, Head of New Technology, Innovation and Connected Home, Dixons Carphone
Mark Cody, Mobile Consultant, Former Head of Mobile Products and Services, Camelot and Former Head of Digital Marketing Innovation, Tesco
Jo Cox, Commercial Director, Centrica Connected Home, Hive
Alexander Allen, Director of Strategy & Business Development, Maplin

The moderator will ask our panel some of the below questions and also ask the audience to offer their own questions:
  • How can retailers respond the one-touch replenishment opportunity?
  • How should retailers embrace the growth of voice-activated shopping in the home?
  • How important will home-based product scanning be to the future of shopping?
  • What new opportunities does the smart fridge offer non–electronics retailers?
  • What are the key threats for non-electronics retailers of the growing importance of the smart home?
  • How should the smart home be integrated into an omnichannel strategy?
  • How can we best enable our customers to embrace the smart-home benefits?
  • What will a retailer’s role be in the smart home by 2020?


12:50pm
Lunch In The Networking Area


14:00pm
Welcome Back From The Afternoon Chair

Tracie Kambies, DC Principal, Deloitte US


14:05pm
Afternoon Keynote Interview and Interactive Q&A
Ensuring You Are Prepared To Capitalise On IoT By Embracing A Culture Of Technology Innovation, Entrepreneurialism And Disruption

​ Interviewer:
Ol Vernon-Harcourt, Partner, Deloitte


Interviewees:
Otto van Harmelen, VP, Metro AG and Head of New Products & Services, Metro Group Business Innovation, Metro Group
Tony Morgan, Technical Leader for Consumer Industry, IBM UK​
  • How can you best collaborate with and engage start-up companies to open more IoT opportunities?
  • How can you be more agile and fluid so you can move at pace?
  • How can you change your corporate culture to think more like a start-up?
  • How plausible is it to set up your own innovation lab?


14:40pm
Afternoon Interactive Roundtables Discussions:

Choose from 5 interactive roundtable discussions with fellow attendees on the most pressing IoT issues facing the retail industry.

Network at small tables and participate in lively topical conversation providing an excellent opportunity to meet your industry peers in a dynamic knowledge sharing environment.




IoT, Technology & The Store
IoT, Marketing & The Customer
IoT, Operations & Supply Chain




Roundtable 9:

What Implications Will The IoT Have For Security And Privacy And How Should The Retailer React?
Professor John Haine, BOARD MEMBER, IoT Security Foundation

  • What security and privacy risks does the IoT introduce, for the end customer and the retailer?
  • What responsibility should the retailer assume to control security and privacy risks?
  • What strategies will help your customers and your company keep secure and private?
  • How will you communicate with your staff and customers?
  • Are there new legal implications for a retailer’s privacy policy?
  • How can retailers balance user-friendliness vs security when embracing IoT?
  • Are there payments implications for your strategy?
Roundtable 10:

Understanding How IoT Is Changing Customers’ Shopping Behaviour And How You Should Respond To Be More-Customer Centric

Péter Kiss, Business Development Manager, Conrad Electronic Group

  • What are the key ways in which IoT is changing customers shopping behaviour?
  • How is a more connected and informed customer changing shopping behaviours and expectations?
  • How important will voice-activated shopping become in the next 12 months?
  • How much of an impact will one-click replenishment be to the retail industry?
  • What percentage of shopping will come via the smart home in the next 12 months?
  • How has the power of the customer changed over the last 12 months?
  • How should retailers respond to these new shopping behaviours within their marketing initiatives?
Roundtable 11:

Delighting Your Customer Through Using IoT To Improve Your Customer Delivery Offer

GUY MEISL, Supply Chain Director EMEA, Deckers Europe Ltd

  • In what ways is IoT impacting customer expectations for delivery?
  • How can retailers use IoT to meet increased customer delivery expectations?
  • Which IoT technologies offer the best ROI within the customer delivery space and how can we measure it?
  • How seriously should retailers be taking drones as part of an IoT delivery strategy?
  • How is click and collect being impacted by IoT?
  • How can we ensure delivery executives are engaged with the IoT opportunity?
  • What are the key IoT pitfalls retailers should avoid in their customer delivery strategy?
  • What will customer delivery look like in 2020 as IoT progresses?

Roundtable 12:

Developing Your Data-Led Personalisation Strategy To Drive Customer Value In An Increasingly Connected World

Jennifer Day, CUSTOMER MANAGEMENT DIRECTOR , Shop Direct

  • What new personalisation marketing opportunities are presented by a world of increased connections?
  • Which technologies will offer your personalisation strategy the best ROI?
  • How high is the customer expectation for an omnichannel level of personalisation?
  • How much personalisation is too much in the IoT retail marketplace?
  • How can real-time customer analytics be used to maximise the effectiveness of personalisation marketing?
  • How can your big data strategy help you improve your personalisation marketing and drive loyalty?
  • How does IOT change the way retailers trade?
Roundtable 13:

Up- Skilling And Engaging Your Workforce To Capitalise On The IoT Opportunity

Ian Plummer, Director,Manufacturer and Agency, Auto Trader and Former Director of Sales Operations, Volkswagen

  • How can you best communicate the IoT opportunity with your workforce in an engaging way?
  • Which key training methods will ensure your store staff engage your customers in the connected world with the right level of intimacy?
  • What are the best ways to ensure your workforce can effectively embrace new IoT technologies even when they feel threatened by them?
  • How can IoT technologies be used to maximise the productivity of your workforce and maximise their potential?
  • What new skills will the retail workforce require by 2019 as IoT develops and how can we get there?


15:25pm

Coffee Break In The Networking Area


15:55pm
Clarifying Your Strategy Through Building Your IoT Roadmap

Summary of the key takeaways from today’s roundtable discussions enabling you to build an IoT roadmap to take back to the office.

Delegates will also have access to the key takeaways after the event.

Tracie Kambies, DC Principal, Deloitte US


16:25pm
Closing Panel Discussion And Interactive Q&A Session:
What Will Retail Look Like In 2020 As IoT Develops And What Should Your Roadmap Include Today To Capitalise On It?

Panellists confirmed to date:
Alan Bateup, Senior Director, Digital Experience, McDonald's
Guy Smith, Design Director, Arcadia
Donna Chen, Head of International Digital, Debenhams
Thomas Andersson, Consultant, Styleintelligence and Former Director, Artbox (Arkness Europe Ltd)

This closing panel allows delegates to further develop roadmaps for their IoT strategy and enables them to form conclusions from today’s summit. The moderator will ask our panel some of the below questions and also ask the audience to offer their own questions:
  • Which new opportunities and threats will IoT offer to retail by 2020 and what should we do today to prepare?
  • Which new opportunities and threats will IoT offer to retail by 2020 and what should we do today to prepare?
  • How will the stores of 2020 differ from 2017 from an IoT perspective and what does the roadmap look like today to get there?
  • What new customer behaviours will IoT enable by 2020 and how can we cater for them today?
  • How should retailers approach the growing importance of wearables over the next three years?
  • How important will the customer’s smartphone be in the retail landscape of 2020 and what should we do today to prepare?
  • How will home-based shopping develop by 2020 and how can we prepare for them today?
  • What approach should retailers take to keep up with the fast pace of change in the IoT market?
  • How will retailers’ business models change by 2020 to reflect IoT and what should we do today to prepare?


17:10pm
Chair's Closing Remarks

Tracie Kambies, DC Principal, Deloitte US