Imagine having a living model of your customer that evolves with every click, visit, and purchase. Digital Customer Twins are giving retailers exactly that—real-time simulations that help predict what shoppers will do next, where they might drop off, and how to improve their overall experience. This panel brings together industry leaders to explore how digital customer twins are being used to personalize engagement, reduce churn, and make smarter decisions across the entire customer journey. By accurately mirroring behaviors and preferences, digital twins offer retailers a new level of intelligence—fueling smarter decisions, deeper personalization, and proactive engagement across the customer lifecycle. Whether you're already experimenting or just curious, this conversation will spotlight what’s possible when data meets behavioral insight.

Slow down to speed up. The democratization of AI tools, technologies and frameworks has dramatically decreased the barriers to entry. In mere minutes, retailers can try out technologies of all kinds. The question is no longer "Can I", but rather "Should I"? If we should, how do we think about the risks vs. the benefits? Come hear about real-world learnings and how retailers can minimize risk while maximizing impact in CX AI transformation.

Retailers have access to more data than ever before, but without trust and governance, it rarely delivers on its promise. In the age of AI and real-time personalization, success depends on more than dashboards—it requires secure, compliant, and connected data that teams can act on with confidence. This roundtable explores how leaders are breaking down organizational and data silos, embedding governance into everyday decision-making, and creating a culture where merchandising, marketing, and operations align on a single source of truth. Participants will share barriers they face—from fragmented systems to unclear ownership—and strategies for moving from opinion-based to insight-driven retail.

Let’s go beyond product recommendations. This conversation will explore how personalization strategies can shape the entire customer journey — from discovery and browsing to delivery updates and re-engagement. How can brands tailor every moment to build long-term loyalty? In this session, participants will exchange ideas on how to use data, content, and contextual cues to enhance both pre-purchase and post-purchase experiences. We’ll explore tactics like post-buy engagement, personalized returns, and loyalty nudges while discussing what the next generation of personalization will look like.

Today’s customers don’t think in channels—they think in moments. This roundtable explores how retailers are eliminating friction between in-store, online, and mobile experiences. From unified inventory systems to consistent brand messaging, how do you ensure a smooth handoff from one touchpoint to the next? Leaders will share innovations in fulfillment, personalization, and CX strategy that break down silos and boost satisfaction. Expect ideas and frameworks to bring your omnichannel vision to life.

Retailers who lead with purpose are winning hearts, minds, and market share. In this interactive session, Francesca Kennedy—winner of Project Runway, named one of People Magazine’s 25 Most Powerful Latinas, and featured in Inc.’s Top 27 Leaders Changing the World—shares how generosity can become a growth engine for modern retail.

As Head of PR & CSR at Shop LC, a 24/7 home shopping network and e-commerce retailer reaching over 100 million U.S. households, Francesca has scaled the company’s north star initiative: a bold mission to feed 1 million children every single day through its Your Purchase Feeds program, which has already delivered more than 55 million meals worldwide.

She also brings entrepreneurial expertise as the founder of Ix Style, a purpose-driven fashion brand carried by J.Crew, Gap, and Anthropologie, with high-profile partnerships spanning Gwyneth Paltrow, Richard Branson, and Amanda Seyfried. At its core, Ix Style was created to address the water crisis in Guatemala—where every purchase helped provide clean water filters to children and created sustainable jobs for Mayan artisans.

Participants will walk away with actionable strategies for embedding giving into everyday operations to inspire ad retain employees, delight customers, and differentiate their brands in an increasingly competitive marketplace.