8:00 am Conference Registration & Networking

8:30 am Chair’s Welcome, Opening Remarks & Connection Before Content

8:40 am Fireside Chat: Put Your Store Employees Back at the Heart of Your Customer Experience Strategy

  • Vanessa Smith ice President, Sam's Club People - Field Operations, Sam's Club


  • Hospitality As A Competitive Advantage
  • Scaling Culture with Growth
  • Employee Experience to Impact Customer Experience

Re-imagining Employee Experience to Impact A Customer’s Personalized In-Store Experience

9:20 am Discover: Re-Thinking the Employee Experience from a Customer Experience Lens


  • How can we better understand the retail employee experience?
  • Using techniques for customer experience maps and customer personas for the retail employee population.
  • How FedEx is rethinking the employee experience from a customer focused lens, rather than traditional HR lens to influence business and talent performance.

9:40 am Discover: Case Study brought to you by Paradox AI



10:00 am Develop: What More Can We Learn from Innovators in Retail Re-Thinking the Employee & Customer Experience?

  • Vanessa Smith ice President, Sam's Club People - Field Operations, Sam's Club
  • Mandy Lambert Director of Transformation & Design, FedEx


Question & Answer Session Facilitated by the Focus Day Chair


10:20 am Action: How Are You Going to Boost Your Employee Experience and, In Turn, Influence Customer Satisfaction in Your Stores?


Output Focused Action Session Facilitated by the Chair

10:40 am Networking & Refreshments

Discovering Compliance in a New Retail Environment

11:00 am Panel Discussion: What does Retail Compliance Look Like in 2023 & Beyond?

  • Sandra Anderson Assistant Vice President Human Resources Compliance Director, The TJX Companies, Inc
  • Caitlin Cecchini Director HR Policy & Compliance, Target Corporation


  • What are the biggest barriers we face in keeping stores compliant post-COVID?
  • How can retail organizations stay complaint when hiring talent in different states or across borders?
  • How can we better handle employee data – particularly with the emergence of new technologies and AI systems?
  • Rethinking the relationship between compliance and HR – encouraging active participation in company policy and strategy.

11:40 am Action: What Are You Now Going to Do Differently to Increase Communication & Culture in Your Retail Organization?


Output Focused Action Session Facilitated by the Chair

12:00 pm Networking Lunch

1:00 pm
Speed Learning


In this quick fire session, each table will be hosted by an HR leader who will share the secrets of their most high-impact leap; you then get the opportunity to question the host before moving on to your next table.

Establishing Equitable HR Principles Across Store, Distribution Centre & Corporate Environments

  • Fanaye Taye Vice President & Head Of Human Resources, Kirkland’s

Rebuilding a Resilient Culture to Ensure Shopfloor Retention

Re-Imagining a Global De-Centralized Learning Model

  • Megan Spears Associate Director, Global Supply Chain Training, Wayfair, Inc.

Re-Imagining Post-Pandemic Talent Acquisition in Retail

How Can You Measure Team Member Engagement In Store Operation Environments?

Organizational Growth – Reassessing Compensation to Expand Hourly Workforce Talent

  • Bianna Owen Vice President of Human Resources, Rural King

Re-prioritising Wellbeing to Prevent Retail Employee Burnout

2:00 pm Chair’s Closing Remarks & End of Conference