7:30 am - 4:00 pm

Registration open

7:30 am - 8:15 am

Breakfast and Networking Hall Open

8:15 am - 8:30 am

Welcoming Remarks


Marc FortinPresident, Quebec, Retail Council of Canada


Marie GregoireMaster of Ceremonies, DTL Quebec

8:30 am - 9:10 am

Retail is Detail: The Era of Personalization

Delivering The Smart LastMile for the world’s premier technology companies, Enjoy.com is elevating the customer experience by taking it one step further. Not just delivery but the personal experience of having a new ‘tech best friend’ to set up and personalize your new tech-toy. Ron Johnson joins us amid Enjoy.com’s Canadian launch to share how his experiences with leading Apple Stores and JC Penny created a clear vision that is winning customers coast-to-coast and across the pond.


Ron JohnsonCEO and Co-Founder, Enjoy


Carl BoutetRetail Advisor, Retail Council of Canada

9:10 am - 9:15 am

Fast Five Sponsor Highlight

9:15 am - 9:55 am

Interactive, Connected, and Unexpected: A Role for Brick and Mortar

Where retailers were once racing to get online to master the art of ecommerce, many direct to consumer brands are now investing in brick-and-mortar to create experiences consumers cannot encounter online. As retail evolves brick-and-mortar has a new role as a showroom, a warehouse or even a place to hang out. Hear from retailers who are reevaluating the in-store experience and creating new opportunities to connect with their customers.


Carl BoutetRetail Advisor, Retail Council of Canada


Catherine LaporteDivisional Vice-President, E-Commerce , Lowe's Canada


Thierry LopezQuebec Marketing & Corporate Affairs Manager, Best Buy Canada


Vincent TheriaultCo-founder and Co-CEO, Surmesur

9:55 am - 10:05 am

Voice of Retail: RCC Member Update


Marc FortinPresident, Quebec, Retail Council of Canada

10:05 am - 10:30 am

Build a Marketing Tech Stack that Powers Consumer Experience

Join Frederick Lecoq as he provides a strategy to sort through the clutter by designing and implementing the right marketing tech stack to deliver on your customer experience objectives. Looking at five major trends, Frederick will help retailers of all sizes identify priorities and where to find compromise that fits the budget.


Frederick LecoqChief Marketing Officer, Sporting Life Group (Golf Town + Sporting Life)

10:30 am - 10:50 am

Networking Break

10:50 am - 11:20 am

Moving Forward with Impact

Explore the story of Montreal’s Matt & Nat, a company that is socially impactful while delivering products that continue to delight their customers. Sustainability and innovation go hand-in-hand with products ideated with special attention paid to material and quality which sets it apart in the eyes of their loyal and growing customer base.


Manny KohliPresident and CEO , Matt & Nat

11:20 am - 11:25 am

Fast Five Sponsor Highlight

11:25 am - 11:50 am

The Shopping Experience Redefined

President and CEO of Maison Birks, Jean-Christophe Bedos joins us to discuss his approach to customer experience and personalization. He’ll explore how Maison Birks is redefining the jewellery shopping experience with enticing store concepts and new technologies.


Jean-Christophe BedosPresident et CEO, Maison Birks

11:50 am - 1:00 pm

Lunch and Networking Break

12:20 pm - 12:40 pm

Lunch & Learn

1:00 pm - 1:40 pm

The New Look of Loyalty

Loyalty is no longer held in a card holder but in the space where the customer and their unique needs are recognized. This panel discussion looks at key factors retailers are considering in designing the loyalty programs that enable them to build strong relationships with their customers that are mutually valuable.


Dr. Sylvain Charlebois Professor, Food Distribution and Policy, Dalhousie University, Canada


Sandrine BourletVice-President Commercialization, CMO, SAQ


Alain TadrosVice-president, Marketing Québec, Metro

1:40 pm - 1:45 pm

Fast Five Sponsor Highlight

1:45 pm - 2:15 pm

Session to be announced

2:15 pm - 2:55 pm

Creating an Adaptive Culture

Is your team ready to ride the wave of change with you? Retail is notoriously known for switching gears quickly to adapt to consumer needs, trends and industry disruption. Retailers join us to share how they are fostering a culture that enables and encourages their teams to produce brand experiences their customers are looking for.


Nathalie Del Moral FleuryGeneral Director North America, Yves Rocher

2:55 pm - 3:15 pm

Networking Break

3:15 pm - 3:45 pm

How Generation Z Will Shape Retail

No this is not another presentation on millennials! Let's talk about Generation Z and how it sees consumption and retail. How will this "back to basics" generation want our stores to evolve? And what will the impact be on retail trade here in Quebec?


Christian BourqueExecutive Vice President and Senior Partner , Leger

3:45 pm - 4:15 pm

How Canadian Retailers Can Win with eCommerce

With a better understanding of the unique challenges facing retailers in traditional, brand, and pure eCommerce segments, retailers will learn about actionable insights to win in this space.


Jean-Philippe Gauthier Head of Media Platforms, Canadian Marketers, Google Canada

4:15 pm - 4:45 pm

Mobilizing Organizational Culture

A high-touch personalized relationship with your customers is rooted in an organization’s values but how can an organization evolve to that point in such a way that internal stakeholders buy-in and adapt. Join us for this intimate discussion about the importance of organizational culture and why it is the building blocks of an innovative and personalized consumer experience.

4:45 pm - 5:30 pm

Cocktail Networking Reception

5:30 pm - 6:15 pm

WOW Customer Experience Index for Retailers in Canada

Special Presentation from Leger

6:15 pm - 7:00 pm

Cocktail Networking Reception