Web Team Demo Site 3
August 06 - 09, 2026
JW Marriott, Palm Springs, CA
1.888.482.6012
Pre-Conference Summit: The Customer Retention Summit
Move the needle with strategies that keep your customers coming back. Find out how to get the most out of your retention programs from optimizing CRM to increase your open rates. You’ll get ideas for how to fine tune your social strategy and rethink your loyalty programs. As a bonus we have roundtables designed to get you talking with your peers.
8:10 am - 8:45 am
Continental Breakfast & Registration
8:45 am - 8:55 am
Welcome Remarks & Audience Icebreaker
8:55 am - 9:10 am
Keynote Chairperson's Opening Remarks
9:10 am - 9:35 am
Keynote Case Study: Getting Smarter And More Automated With Your CRM Tools
TJ Papp -
VP, Digital / eCommerce,
Kenneth Cole
Kenneth Cole Productions is an iconic brand and over the years has created progressive, often provocative advertising for which the brand is known. Our focus is driven by our commitment to our consumer. A deep connection to those who purchase Kenneth Cole’s products is essential to our growth. To successfully build our foundation, we must understand our increasingly diverse consumers, the realities of the marketplace, and what sets us apart from the competition to fuel future growth. This talk will highlight how the Kenneth Cole brand leveraged CRM data to drive a new consumer-centric operating model accelerating a seamless connection across KENNETH COLE’S digital and physical portfolio to power up brand and business.
Learn how a retail brand successfully integrated CRM to drive data-driven marketing strategies (with potential upside in using data to reduce workload & automate decision making) at scale with speed
- Understand the development of automated yet personalized consumer journeys that scale. For example, build personalized journeys for Full Price Shoppers, Customers who are about to Churn, Loyal Discount Shoppers, High LTV Customers, Shoppers who have Browsed Shoes 2x in the last week, etc.
- How to measure incremental impact CRM has on customer lifetime value and leveraging A/B testing to optimize accordingly
9:35 am - 10:05 am
Keynote Panel Discussion Remix: Content Is King: How To Get Creative With Your Email Messaging To Drive Loyalty & Revenue
Diana Takach -
SVP, Digital Commerce,
Camuto Group
Phil Irvine -
Director, CRM,
The Bouqs Company
Raphi Mahgerefteh -
CEO,
Allurez
Explore new and alternative types of content generation to integrate into your email program and discuss ways in which you are using content to engage your customers. Get insight into how a diverse group of brands are:
- Examining alternative types of content generation (outside of blogs, etc.) to integrate into your email program
- Using UGC in the best way possible (how to best use what your customers are already giving you)
- Using content to drive click-throughs (not just opens)
- Training your customers to engage with your content, even if that doesn’t lead to a sale every time
- Thinking more strategically about who you are targeting with the content and why
10:05 am - 10:15 am
Roundtable Host Introductions
10:15 am - 11:15 am
Kickoff Of Interactive Roundtable Disscussions
Each table is moderated by a Sponsor Executive & Retail Client with 10 Rotations & 20 minute discussions.
Table #1
Moderator: Executive Presenter, Iterable
Table #2
Moderator: Executive Presenter, Bluecore
Table #3
Moderator: Yoav Susz, VP, Business Development, Optimove
11:15 am - 11:45 am
Coffee & Refreshments
11:45 am - 12:20 pm
Customer Retention Tactics: Lessons Learned From Goldbely
David Wolfe -
Head of Growth, Chief Product Officer,
Goldbely.com
Goldbely is an online marketplace specializing in regional foods crafted by local food purveyors from across America. With all of the options available for online delivery today, how does Goldbely keep their customers coming back? Hear about some of the unique marketing strategies they are using drive retention and overall customer lifetime value.
12:20 pm - 1:20 pm
Continuation Of Interactive Roundtables
Each table is moderated by a Sponsor Executive & Retail Client with 10 Rotations & 20 minute discussions
Table #1
Moderator: Executive Presenter, Iterable
Table #2
Moderator: Executive Presenter, Bluecore
Table #3
Designing Marketing Experiments: The Scientific Way To Measure Marketing Effectiveness
Moderator: Yoav Susz, VP, Business Development, Optimove
1:20 pm - 2:20 pm
Lunch For All Attendees
2:20 pm - 2:50 pm
Panel Discussion: Driving Customer Engagement Through The Use Of ChatBots
Abishek Shastry -
Group Product Manager, Shopping Experience,
Dell.com
As machine learning continues to become more sophisticated and accessible, applications for this technology continue to crop up. Chatbots have huge potential for retail and they are being adopted with various degrees of success. Hear how different brands deploying ChatBot in an effort reduce costs while improving the customer experience. Panelists will discuss strategies for:
- Determining if ChatBots are really worth the investment, will it result in cost-savings?
- Assessing the risks to the customer experience and determining how to improve
- Shaping your ChatBot strategy—What are the goals?
- Assessing how Chatbots might fit into your current business model
2:50 pm - 3:15 pm
Case Study Remix: Lessons Learned From Building A Retention Marketing Team From The Ground Up
Ben Clark -
VP, Customer Retention,
SeatGeek
Hear SeatGeek’s experience of building up their retention marketing team. Ben Clark, VP, Customer Retention, will provide insight into what their retention marketing tech/analytics stack looks like and ideas around:
- Analyzing the dynamic of personalization/discovery
- Assessing the interface between product and marketing
- Approaching attribution under this new team structure
3:15 pm - 3:45 pm
Afternoon Coffee & Refreshments
3:45 pm - 4:10 pm
Case Study Remix: Tailoring Your Loyalty Programs To Retain Customers Long Term
John Parkin -
Product Director, Customer Loyalty,
Overstock
Overstock’s Club O program has been revitalized over the last 12-18 months, and not only have new sign-ups increased, but renewal rates have soared. As they move forward, the intention is to make Club O the most personalized, and valuable, loyalty program in retail. John Parkin, Project Management Leader, will walk you though strategies for:
- Revamping your existing loyalty programs to drive increased engagement
- Simplifying and streamlining your loyalty programs to ensure higher adoption rates
- Creating ways to reward your customers that won’t break the bank
4:10 pm - 4:40 pm
Panel Discussion: Strategies For Measuring And Increasing Customer Lifetime Value
Pearl Lui -
Director, CRM & Retention Marketing,
Etsy
Caroline Culbertson -
Director, Marketing,
Betabrand
It’s no secret that predicting a customer's lifetime value can be extremely important to retail brands who want to acquire the right customers and can be critical to understanding the current and future success of your business. Panelists will explore ideas for:
- Looking at CLV across all touch points/your entire platform
- Leveraging machine learning to predict how likely a customer is to churn or purchase again
- Determining cost to acquire over lifetime value—where do you net out?
4:40 pm - 4:40 pm
Conclusion Of The Customer Retention Summit
4:40 pm - 5:30 pm
Retailer-Only Speed Dating: Bring Your Business Cards - You'll Need Them! Think speed dating (without the date)! This fun session lets you meet a load of new and interesting people before the main conference kicks off. Grab a glass of wine or a cold beer and get your business cards ready!
Think speed dating (without the date)! This fun session lets you meet a load of new and interesting people before the main conference kicks off. Grab a glass of wine or a cold beer and get your business cards ready!
5:30 pm - 6:30 pm
Welcome Reception At The New England Aquarium
Kick off your week in Boston by enjoying delicious food,cocktails and a beautiful view of Boston’s historic harbor and skyline before
heading inside for an evening full of wonder with full access to the aquarium!