Ready to think outside the transaction? Our breakout sessions can help.

Whether you’re a global retail powerhouse or a boutique brand on the rise, our sessions will help you turn shoppers into buyers and deliver a better, more personalized shopping experience to all of them.

  • Advancing Digital Commerce
    Regardless of your specific retail vertical, digital commerce is likely central to your growth plans - which means the pressure is on! In this track, learn advanced strategies for digital commerce growth that go beyond what's covered in the tracks on Faster Innovation, Predictive Commerce, and Unified Experience. Designed for business owners, these sessions will examine best practice such as advanced merchandising, mobile optimization, search, social commerce and more.

    Not your Mother's Merchandising: New Merchandising Strategies from the Cloud
    Wednesday, May 17 from 11:15 a.m.- 12:00 p.m.
    Speakers: Susan Baker, Director, Retail Practice Content & Community, Commerce Cloud; Emmanuel Badoo, Senior Product Manager, Commerce Cloud; Danielle Bruce, Digital Experience Solution Associate - Global DTC, New Balance

    Providing unique digital experiences that engage and convert customers requires a balance of on-brand messaging, incentives and ease of use. Commerce Cloud recently introduced a series of merchandising features that include search improvements, predictive sort, promotion improvements and new catalog management – just to name a few. Learn how these new features can enrich your site experience from customers, including American Giant, Godiva, and New Balance who have implemented them successfully.

    Content vs. Commerce: Creating Compelling Experiences, featuring American Giant & TaylorMade
    Wednesday, May 17 from 1:15 p.m.- 2:00 p.m.
    Speakers: Nancy Swan, Success Specialist Director, Commerce Cloud; Jenny Patchen, Director of Ecommerce Operations, American Giant; Matt Kneller, Director- Direct to Consumer, Taylormade Golf

    Truly compelling content builds brand relationships, turning one-time shoppers into repeat buyers. But too little content leaves the shopper unsatisfied and too much confuses the path to purchase. This session will discuss strategies on finding the right content balance for both your customer and your internal resources.

    How to Make Conversational Commerce Work for Your Brand
    Wednesday, May 17 from 2:15 p.m. - 3:00 p.m.
    Speakers: Christa Matukaitis, Industry Principal, Commerce Cloud; Phil Egan, Senior Product Manager, Commerce Cloud; Kahina Van Dyke, Global Director, Commerce and Payment Partnerships, Facebook; Alex Wu, Commerce and Payment Partnerships, Facebook

    Consumers today are discovering your brand via social channels, sharing products that they love, communicating with your reps and hopefully making it to your site to convert. Come be inspired on the Art of the Possible and why you need to engage with your shoppers in this channel to remove the friction to conversion. Our session will feature Facebook, sharing how brands are engaging with consumers and creating experiences that utilize the unique nature of the channel. Then learn how to work with Commerce Cloud to start your own journey as we share our roadmap to integrating with Facebook products.

    Mobile is First. Now What? Case Studies from Charlotte Russe and Wolverine
    Thursday, May 18 from 11:30 a.m. - 12:15 p.m.
    Speakers: Rick Kenney, Senior Director, Industry Strategy & Insights, Commerce Cloud; Gunnar Ulle, Regional Director, Retail Practice, Commerce Cloud; Sejal Solanki, Director, Digital Experience & Product Development, Charlotte Russe; Jose Nino, Vice President of E-Commerce & Digital Marketing, Perry Ellis

    We are living in a mobile-first age so mobile optimization is crucial. Mobile devices are used by consumers in many situations of their everyday life where best-in-class experiences are demanded. Yet the time spent on mobile web is declining, and consumer interaction with apps, social, and other platforms are on the rise. Charlotte Russe and Wolverine know this firsthand. This panel will showcase successful retailers and brands sharing their mobile commerce insights.

    Winning with Site Search and SEO
    Thursday, May 18 from 1:30 p.m. - 2:15 p.m.
    Speakers: Rene Kessler, Senior Product Manager, Commerce Cloud; Matt Mayes, Senior Business Solutions Manager, Commerce Cloud

    Search Engine Optimization is constantly changing and retailers compete for placement in search engines and social media feeds. The future of SEO is uncertain and change is a constant. Commerce Cloud continuously innovates with new tools and features to improve digital ranking and increase traffic and visibility. In this session, you will learn how these new SEO features can enrich your brand's experience and improve your online visibility in search engines and social media channels. This session is a must for all Business Manager users.
  • Predictive Commerce with Salesforce Einstein
    Retailers that use data and intelligence to create superior customer experiences and make better business decisions are winning in the market. This track will help you bring this advantage to your business. Learn how Commerce Cloud Einstein artificial intelligence can personalize your shoppers’ experiences. See how you can benchmark yourself and gain industry insights using data from Commerce Cloud. Hear directly from customers and intelligence experts from across the community.

    AI for Everyone: How BESTSELLER uses Einstein's Machine Learning to Power Personalization & Productivity
    Wednesday, May 17 from 11:15 a.m. - 12:00 p.m.
    Speakers: Hannah Egan, Product Marketing Manager, Commerce Cloud; Tony Pizza, Senior Product Manager, Commerce Cloud; Svend Mikael Hansen, Product Owner, Bestseller

    In this session, you will learn about Commerce Cloud Einstein's embedded Artificial Intelligence capabilities. From empowering retailers to leverage their own data to supercharging 1:1 personalization, Commerce Cloud Einstein makes machine learning accessible to everyone. Attendees will learn how BESTSELLER is utilising Einstein Product Recommendations increase revenue and how they can fuse AI throughout their entire commerce strategy.

    Top 10 Insights and Trends Learned from Commerce Cloud Data
    Wednesday, May 17 from 1:15 p.m. - 2:00 p.m.
    Speakers: Vinod Kumar, Director Business Intelligence, Commerce Cloud; Doug Clark, Senior Data Intelligence Strategist, Commerce Cloud; Warren Siecke, Global Program Manager - Digital, ECCO

    Commerce Cloud processes more than 3TB of data every day that contains valuable signals about your shoppers' intents. Our experts have delivered hundreds of retailer-specific industry benchmarks that enable our customers to identify new and emerging growth opportunities for their businesses. Learn about actionable insights and emerging trends based on these benchmarks, and gain a better understanding of the relationship between the various metrics you use to monitor and measure business performance. You will also get to hear from Ecco to learn how these insights can be translated into actionable strategies.

    Supercharging the Future of Retail at Icebreaker with Commerce Cloud Einstein
    Wednesday, May 17 from 2:15 p.m. - 3:00 p.m.
    Speakers: Hannah Egan, Product Marketing Manager, Commerce Cloud; Tony Pizza, Senior Product Manager, Commerce Cloud; Adam Snyder, Global Head of eCom Platform, Icebreaker

    This session will explore the exciting future of Commerce Cloud Einstein. Come discover our 2017 roadmap that builds on our personalization capabilities and powers the automation of manual tasks, saving retailers valuable time and money. Icebreaker will share their fantastic Einstein results thus far and step through their future strategy around AI. Walk away from this session with dozens of ideas of how to inject the power of Artificial Intelligence into your commerce strategy of the future.

    Becoming Einstein: Vince Camuto Digital Team Advances Their Brand and Career with Commerce Cloud Einstein
    Thursday, May 18 from 11:30 a.m. - 12:15 p.m.
    Speakers: Ross Guthrie, Senior Industry Strategist, Commerce Cloud; Nancy Swan, Success Specialist Director, Commerce Cloud; Eve Loughran, eCommerce Marketing Manager, Vince Camuto; Russell Poltrack, eCommerce Content Specialist, Vince Camuto

    Commerce Cloud Einstein and AI technology at large will soon underpin nearly everything from merchandising to back office operations. In this session, we'll discuss how Einstein helped Vince Camuto find the space to innovate and bring new ideas into action. Let Einstein transform you and your teams into AI trailblazers by enabling you to discover new and creative ways to connect with your customers.

    Explore the Art & Science of Delivering a Compelling Digital Shopper Experience with Ecco
    Thursday, May 18 from 1:30 p.m. - 2:15 p.m.
    Speakers: Vinod Kumar, Director Business Intelligence, Commerce Cloud; Jeff Dearing, Principal Success Specialist, Commerce Cloud; Sarah Westfield, Global Digital Content Producer, ECCO

    Shoppers encounter new digital experiences every day, which influence their expectations of shopping with your brand. Based on aggregated heat mapping data and several years of experience in User Experience & Design, this session will showcase emerging trends in user experience and provide data to support it. You will also hear from brands, including Ecco, that have leveraged these insights to realize improvements in their shopping experiences.
  • Faster Innovation
    Ever-changing consumer behavior and expectations require retailers to embrace innovation at a never-before-seen pace. This track will explore how Commerce Cloud can be part of your innovation strategy, showcasing the latest functionality and ensuring that you know how best to leverage it to engage your customers and keep abreast of their expectations. Sessions will address the topic of innovation holistically, covering all aspects of your business, internal and external.

    5 Innovative Ways Deckers is Using Commerce Cloud to Drive Revenue Growth
    Wednesday, May 17 from 11:15 a.m. - 12:00 p.m.
    Speakers: Ilana Goddess, Senior Product Marketing Manager, Commerce Cloud; Sean Knotts, Online Producer, Manager, Deckers

    From alternate payments to personalization tools, Commerce Cloud regularly releases new features that provide out-of-the-box functionality to encourage conversion and revenue growth. Join this session to hear how Deckers has successfully implemented 5 of these features to drive GMV. During a panel discussion, Deckers will discuss their strategy and success for some of Commerce Cloud's latest features including Apple Pay, Commerce Cloud Einstein, and Endless Aisle.

    Transforming Retail: Salesforce Cloud Solutions for a 360 Customer Experience
    Wednesday, May 17 from 1:15 p.m. - 2:00 p.m.
    Speakers: Brian Collins, VP Product Management, Commerce Cloud; Amy Croot, Senior Product Manager, Commerce Cloud; Soloman Hussain, CRM Practice Manager, Newell Brands; Paul LaPointe, Manager, Senior Consumer Experience, Newell Brands

    Learn about how Salesforce Clouds can work together to help you connect with shoppers, empower your associates and agents, and gain more time to innovate. In this session, we will share our vision for the B2C customer journey, provide a customer example that demonstrates the benefits of integrating clouds, take you through our cross-cloud approach, and provide a preview into roadmap timing.

    Brands & Retailers Entering Europe - Featuring Birkenstock and Harman
    Wednesday, May 17 from 2:15 p.m. - 3:00 p.m.
    Speakers: Daniel Reckling, Industry Principal, Commerce Cloud; Oliver Hoeck, Manager, International Rollout, Birkenstock; Michelle Frank, Director, Global Digital Marketing, Harman International

    Europe is becoming less unified. It is not only Brexit, but several nationalist movements in various countries that lead to higher barriers to entry and more regulations. But the business opportunity for global brands is still significant, the growth rates across Europe are outpacing US eCommerce growth and consumers look for almost everything on the web. Hear from Birkenstock and Harman as they share their formula for success in Europe, featuring strategies that will help you span European markets quickly. We'll cover project considerations and the relevant feature set of Commerce Cloud to ensure and accelerate your expansion plans.

    Innovating Retail Organizations: the Next Stage of Transformation with Cole Haan
    Thursday, May 18 from 11:30 a.m. - 12:15 p.m.
    Speakers: Rob Garf, VP, Industry Strategy & Insights, Commerce Cloud; Rosemary Okolie, Industry Strategy Manager, Commerce Cloud; Josh Krepon, Vice President, Global Digital Commerce, Cole Haan

    The pace of change in customer demands, competitive pressure, and technology means that organizations need to rethink their operational and organizational models to compete, differentiate, and grow profitably. This session will describe new research undertaken by Salesforce and Accenture to explore the next phase in organizational transformation. In addition Josh Krepon from Cole Haan will share their approach to transforming Cole Haan’s organization.

    Organizational Innovations: The Digital Content Supply Chain
    Thursday, May 18 from 1:30 p.m. - 2:15 p.m.
    Speakers: Julie Rousseau, Industry Principal, Commerce Cloud; Janelle Shiplett, Director, eCommerce Operations, Aritzia

    Global expansion challenges any organization's decision-making and workflow and can itself become the tipping point for a new digital focus. One of the areas most vulnerable to inefficiency is the content production process. This panel discussion, featuring New Balance, Aritzia, and Keen will compare how each amplified their digital supply chains. From KPIs and Kanban boards to rethinking roles and tools, this session is sure to give retail leaders plenty of new ideas to take back to their own organizations.
  • Unified Experience
    Shoppers don’t see channels or touchpoints, they only see brands. In this track, learn how retailers can and must deliver a coordinated, brand-consistent experience across channels, driven by a single view of key data such as product, price, promotion, orders, and more. Sessions will include demonstrations, presentations, real-world examples, and product overviews, including the new Commerce Cloud Store solution and Commerce Cloud’s enhanced order management capabilities.

    Shopper-First Retailing: Changing Shopping Preferences and Wolverine’s Evolution
    Wednesday, May 17 from 11:15 a.m. - 12:00 p.m.
    Speakers: Rick Kenney, Senior Director, Industry Strategy & Insights, Commerce Cloud; Jason Pawlowski, Sr Director DTC, Wolverine Worldwide; Hilding F. Anderson, Director of Research and Insights, SapientRazorfish

    With insights derived from the shopping activity of more than 300 million shoppers, fused with a sweeping six–country global consumer survey, Commerce Cloud partnered with SapientRazorfish on a study that quantifies the new patterns of behavior and identifies the 4 crucial new rules of retail. Hear from global retailers, including Wolverine Worldwide, that are evolving their business within this new retail landscape to win shoppers. Join us to learn what it takes to capture the attention of today's shopper.

    Retail Experts Panel: Unifying the Customer Experience
    Wednesday, May 17 from 1:15 p.m. - 2:00 p.m.
    Speaker: Kristyn Levine, Regional Vice President, Global Retail Practice, Commerce Cloud; John Coniglio, VP Information Technology, Ashley Stewart; Bernadette Rafferty, Director, Web Operations, vineyard vines; Allison Enright, Editor, Internet Retailer Magazine; Penny Gillespie, Research Vice President, Gartner

    A lot of brands claim that they’re omni-channel, but few have both a unified approach on the backend and a seamless customer experience on the front end. This session features a panel of leading retailers and industry experts, including vineyard vines, Ashley Stewart, Gartner and Internet Retailer. They will discuss unifying the customer experience and touch points between the digital storefront, mobile technologies, the call center, and in physical stores. Learn tips, tricks, and lessons learned while rolling out a unified commerce strategy.

    The Lucky Brand Approach to the Changing Relationship of Stores and eCommerce
    Wednesday, May 17 from 2:15 p.m. - 3:00 p.m.
    Speakers: Graeme Grant, VP Business Solutions, Commerce Cloud; Luis Malave, VP, Applications, Lucky Brand

    Taking inspiration from the free-thinker, the artist, the dreamer and the laid-back lifestyle of their California roots Lucky Brand is known for creating truly unique apparel. Operating for 27 years Lucky has seen first-hand the changing relationship between online and stores and the need for buy-in across all channels. In this session, you will hear how Lucky Brand, in 260 stores and online at, is approaching the changing relationship between online and stores and how in order to succeed the stores must be onboard.

    After the "Buy" Button: How Customer Service and Order Management Create Lifetime Customers
    Thursday, May 18 from 11:30 a.m. - 12:15 p.m.
    Speakers: Erik Holm, Senior Director Product Management, Commerce Cloud; Kate Milne, Product Marketing Manager, Commerce Cloud, Kellie Sawkins, Director of Digital, Saje Natural Wellness

    Lifetime customers are created after the buy button. Available inventory, great customer service, and flexible delivery options are some of the most important methods to keep consumers loyal. Learn from retail leaders, including Saje Natural Wellness, about how Order Management and Customer Service strategies can help you extend your investment in eCommerce -- and how to keep customers happy, and coming back for more.

    Strategies for Moving to Unified Commerce: Case Studies from Kiehls and Oasis
    Thursday, May 18 from 1:30 p.m. - 2:15 p.m.
    Speakers: Premal Mehta, Senior Industry Strategist, Commerce Cloud; Grace Edinger, Manager, Digital Product, Kiehl's; Briony Garbett, Customer Director, Oasis

    Consumers want to buy, ship or return products when, where, and how they want, and retailers must link online and offline systems to make this happen. You will learn from retail leaders at Kiehl's and Oasis about everything you need to know about building a unified commerce strategy. We will discuss how to unify your omnichannel approaches, including buy online, pick-up in-store, or ship-from-store. We will share approaches for aligning teams across stores, IT, Customer Service, and e-commerce, and how to build the business case for omnichannel and unified commerce.
  • Deep Dive: The Latest Commerce Cloud Enhancements
    Using the latest Commerce Cloud enhancements is a key to success. Designed for all technical audiences, this track will showcase recent platform innovations. Commerce Cloud product managers and architects will deep dive not just into core digital commerce enhancements, but also into the latest on Einstein, Commerce Cloud Store, and order management. In addition to learning about the most recent developments, you’ll also gain insight into our future direction and product roadmap.

    Commerce Cloud Platform and Developer Roadmap
    Wednesday, May 17 from 11:15 a.m. - 12:00 p.m.
    Speakers: Jim Lynch, Senior Product Manager, Commerce Cloud; Chris Lawrence, Director Product Management, Commerce Cloud

    Commerce Cloud delivers a secure, scalable, reliable, and highly performing commerce platform. This session will provide a preview of major platform and developer initiatives for 2017. Included in this session will be a preview of some of API, automation, and continuous integration improvements.

    Mobile-First Reference Architecture (SiteGenesis): Design Review
    Wednesday, May 17 from 1:15 p.m. - 2:00 p.m.
    Speakers: Jim Lynch, Senior Product Manager, Commerce Cloud; Saloni Borar, User Interface/User Experience Senior, Commerce Cloud; Christian Muecke, User Interface/User Experience Senior, Commerce Cloud

    Mobile-First Reference Architecture makes it easy for merchants to optimize the mobile shopping experience thanks to an evolution in mobile-friendly design. This design-oriented presentation will showcase the new data-driven UX, along with out-of-the-box merchandising best practices and roll-out timeline to give attendees a leg up on mobile design optimization.

    Mobile-First Reference Architecture (SiteGenesis): Architecture Review
    Wednesday, May 17 from 2:15 p.m. - 3:00 p.m.
    Speakers: Jim Lynch, Senior Product Manager, Commerce Cloud; Ilya Volodin, Software Engineering LMTS, Commerce Cloud

    Tooled for the developer and designed for the mobile shopper, Mobile-First Reference Architecture empowers site architects to innovate faster. This session, led by a SiteGenesis architect, will introduce the mobile-first roll-out timeline, followed by an introduction to the new site development framework.

    Commerce Cloud Store: Architecture Overview
    Thursday, May 18 from 11:30 a.m. - 12:15 p.m.
    Speaker: Andrew Lawrence, Director of Product Management, Commerce Cloud

    Get to know Commerce Cloud Store, a cloud-based POS and store operations solution that enables real-time insight, continuous innovation and unified operations, on a deeper level. This session will provide an architectural view of Commerce Cloud Store and will cover feature/functions, customization capabilities and how it fits with Commerce Cloud Digital and Order Management capabilities. Attendees will also get a sneak peak of the Commerce Cloud Store roadmap.

    Customizing Customer Service Center
    Thursday, May 18 from 1:30 p.m. - 2:15 p.m.
    Speaker: Christian Meyer, Product Manager, Commerce Cloud

    Commerce Cloud Customer Service Center (CSC) leverages Shop API’s that hook into Commerce Cloud Digital to share data - including customer information, product, pricing, and promotions - across systems. This session will show CSC alongside Salesforce Service cloud, and detail how brands can customize CSC through metadata and design best practices to meet specific business needs. Attendees will also benefit from a demo of the new CSC custom action solution.
  • Tools & Skills for Efficient, Trusted Operations
    Commerce success depends on achieving maximum platform efficiency and security. Designed for developers, architects and administrative technology professionals, this track will sharpen attendees’ skill sets and set them up to create more value for their organization. Led by Commerce Cloud technical experts, sessions will feature best practices, new technologies, and methodologies — ranging from sophisticated techniques to simple tips, tricks and tools that yield big results.

    Customizing Order Management in a Whole New Way
    Wednesday, May 17 from 11:15 a.m. - 12:00 p.m.
    Speakers: Amanda Hatker, Senior Product Manager, Commerce Cloud; Nick Jones, Software Engineering MTS, Commerce Cloud; Philip Styron, Senior Technical Architect, Commerce Cloud

    Order Management allows brands to deliver a true omnichannel experience by enabling distributed order management, order processing, and inventory tracking across all channels. Get a glimpse into the roadmap and see a live demo on how to customize Order Management using the same development model and implementation approach as Commerce Cloud Digital.

    Application Security for Commerce Cloud
    Wednesday, May 17 from 1:15 p.m. - 2:00 p.m.
    Speakers: Gregg Ganley, Director, Product Security, Commerce Cloud; Chris Smith, Product Security Senior, Commerce Cloud

    Commerce Cloud understands that security threats to retailers are ever present and ever changing. This session will share insights into how we secure the Software Development Lifecycle (SDLC) for Business Manager and the other supporting Digital products. The session will also cover how customers can take advantage of built-in security controls and settings to protect their storefronts

    APAC at a Glance: Understanding Technical Readiness
    Wednesday, May 17 from 2:15 p.m. - 3:00 p.m.
    Speaker: Hunter Wen, Technical Architect, Commerce Cloud

    Going global touches almost every aspect of a digital commerce business. Multiple languages. Multiple currencies. Different payment and shipping methods. And that’s just the beginning. Join us for a session with Commerce Cloud APAC architects to learn and discuss how to achieve technical readiness for expanding your global commerce business to APAC. We will address single realm vs. multi realm solutions, strategies for partner selection as well as 3rd party collaboration and integration, focusing on APAC expansion.

    Move Faster & Improve Efficiency with Continuous Integration
    Thursday, May 18 from 11:30 a.m. - 12:15 p.m.
    Speaker: Holger Nestmann, Sr Manager, Technical Consulting, Commerce Cloud

    Continuous Integration and automation helps merchants move faster by reducing the time between business request and production go-live. This session shows how leveraging a common tool set and the Javascript Controller framework can ensure a stable release by taking any committed code through build, unit test, deployment, integration, and functional test all the way from sandboxes to production.

    Apple Pay: Improving Mobile Conversion
    Thursday, May 18 from 1:30 p.m. - 2:15 p.m.
    Speakers: Olena Baykur, Technical Architect, Commerce Cloud; Taylor Greff, Customer Support Engineer, Commerce Cloud; Christa Matukaltis, Industry Principal, Commerce Cloud

    Apple Pay streamlines online commerce by making it easy, fast and secure for shoppers to makes purchases on their iPhone, iPad or Mac device. This session shows how merchants can implement Apple Pay and quickly take advantage of its benefits without hours of development time.
  • Community IQ: Developer Insights
    Stronger developer skills mean richer customer experiences and better results for your business. This track creates a unique environment built for knowledge sharing and best-practice collaboration, so all participants can tap into the “community IQ”. Designed for developers, architects, and administrative technology professionals, these sessions will feature product experts, top customers, and solution partners sharing their development best-practices and customization strategies.

    Page Speed Performance - M.Gemi
    Wednesday, May 17 from 11:15 a.m. - 12:00 p.m.
    Speakers: Katja Franz, Sr. Director, Services Operations, Commerce Cloud; Nick Cooley, VP of Engineering, M. Gemi

    As digital commerce has transformed into an interactive, full-featured shopping experience, retrieving and serving up site content has become increasingly important. Online shoppers expect immediate service - if speed suffers, conversion rates and bounce rates are negatively impacted. In this session learn new performance optimization strategies from Commerce Cloud customer M.Gemi that can be implemented immediately to achieve consistency across all (mobile web, desktop, tablet) platforms.

    Achieve Faster ROI with Einstein Best Practices - Black Diamond
    Wednesday, May 17 from 1:15 p.m. - 2:00 p.m.
    Speakers: Ross Guthrie, Senior Industry Strategist, Commerce Cloud; Zach Posner, VP of E-Commerce and IT, Black Diamond

    With Einstein, brands can leverage their customer and product data to power smarter shopping experiences. This session will showcase Commerce Cloud customer Black Diamond and how they successfully adopted personalized Product Recommendations, powered by Commerce Cloud Einstein. Session attendees will also leave with an understanding of Einstein best practices, how to quickly implement, and what to avoid in order to achieve a faster ROI.

    Salesforce Cloud Integrations - Newell Brands
    Wednesday, May 17 from 2:15 p.m. - 3:00 p.m.
    Speakers: Jon Langevin, Senior Technical Architect, Commerce Cloud; Jason Moody, Software Engineering PMTS, Commerce Cloud; Scott Streit, Lead Developer, Newell Brands

    As Salesforce has rapidly integrated Commerce Cloud into the Customer Success Platform, customers can now leverage Salesforce’s leading sales, service, marketing, communities, analytics, IoT and platform solutions to deliver a more personalized consumer experience. In this session, hear Newell Brands talk about how they leverage multiple Salesforce clouds to deliver a comprehensive 1-to-1 shopping experiences across all touchpoints.

    Customizing the Checkout Process
    Thursday, May 18 from 11:30 a.m. - 12:15 p.m.
    Speaker: Romit Maity, Technical Architect, Commerce Cloud

    Streamlining the checkout process improves conversion - without a doubt. Hear how a Commerce Cloud customer instituted a customized, single page, plug-and-play checkout process and is seeing extraordinary conversion rates. Learn how this approach provides an alternative to the SiteGenesis checkout implementation. The customer will review how the combination of LINK integrations, JavaScript controllers, responsive design, and the separation of business and presentation logic all contributed to this customized checkout experience.

    Global Expansion: Fail Fast & Try Harder - Ecco
    Thursday, May 18 from 1:30 p.m. - 2:15 p.m.
    Speakers: Katja Franz, Sr. Director, Services Operations, Commerce Cloud; Kris Purdy, Senior Consultant, Web & E-Commerce, ECCO

    We live in a borderless world ripe with opportunity. Learn from Commerce Cloud customer Ecco about how to efficiently and quickly expand into new regions and new markets. This session will explore the technical challenges and realities of initiating a successful online expansion program outside of traditional western markets.
  • Beyond Commerce: Targeting, Acquiring and Nurturing Shoppers
    Commerce doesn’t end with purchasing — the full journey ranges from brand discovery to conversion to nurturing repeat shoppers. In this track, learn how Salesforce’s complete Shopper Success Platform can connect commerce to this larger retail marketing effort. See how Salesforce Marketing Cloud, including Salesforce DMP, combines with Commerce Cloud to change the retail game from finding like-minded audiences, to sending the most relevant messaging, to converting shoppers into brand loyalists.

    Marketing in the Age of the Connected Customer
    Wednesday, May 17 from 11:15 a.m. - 12:00 p.m.
    Speaker: Joel Book, Senior Director of Digital Marketing Insight, Salesforce

    Joel Book will discuss the major trends that are driving the transformation of marketing and share examples of 3 brands that are using digital marketing in innovative and effective ways. He'll conclude the session with 5 critical success factors for companies looking to achieve digital transformation.
    Joel Book is regarded as one of the industry’s leading business consultants on digital marketing. He co-hosts The Marketing Cloudcast from Salesforce, a weekly podcast which was named the top marketing podcast for 2016 by the Content Marketing Institute, and was recently named one of the “50 Marketing Thought Leaders over 50” by Brand Quarterly Magazine for the third consecutive year.

    Set Yourself Up for Marketing Success - Best Practices from Salesforce Marketing Cloud
    Wednesday, May 17 from 1:15 p.m. - 2:00 p.m.
    Speaker: Ashley Fortman, Senior Marketing Consultant, Salesforce

    Learn the foundational elements necessary for implementing a successful marketing strategy or campaign, and learn to identify red flags that can spell trouble for your marketing plan.
    Experts from Salesforce Marketing Cloud will discuss how customers like Sally Beauty get the most out of their digital marketing efforts and will share best practices so that your company can too.

    Social for Unsocials - How E-Commerce Teams Can use Social Media Insights to Drive Success
    Wednesday, May 17 from 2:15 p.m. - 3:00 p.m.
    Speaker: Adam Brown, Executive Strategist, Social, Marketing Cloud

    Is the word "social" in your job title? If not, your role is still impacted by what is happening in the social media and digital spaces every day. Learn how some of the world's biggest brands are using Actionable Social Listening to make decisions about Web site merchandising, promotion, product design and search as well as attributable traffic generation, social customer care and overall marketing budget allocation.
    Join Salesforce Executive Strategist Adam Brown as he shares from his experience working with hundreds of Salesforce customers as well as from his personal experience leading social at both Dell and The Coca-Cola Company.

    The Salesforce DMP and How it can Revolutionize your Marketing with Better Customer Data
    Thursday, May 18 from 11:30 a.m. - 12:15 p.m.
    Speaker: Jonathan Joseph, VP- Client Strategy & Innovation, Krux

    Find out how Salesforce's Data Marketing Platform (DMP) helps marketers capture, unify, and activate data to orchestrate more relevant and valuable experiences across all consumer touchpoints, no matter the channel or device. Learn how the Salesforce DMP can bring your commerce cloud data to the next level.

    Customer Journeys: How to Elevate the Customer Experience at Every Touchpoint
    Thursday, May 18 from 1:30 p.m. - 2:15 p.m.
    Speaker: Ron Pereira, Senior Director of Product Marketing, Marketing Cloud

    Well-executed customer journeys can drive sales and elevate the experience across the entire customer lifecycle from marketing to commerce to service. Ron Pereira from Salesforce Marketing Cloud, will detail how customers like John Hardy build, test, and optimize customer journeys. Learn best practices that you can apply to all of your customer communication.
  • Beyond Commerce: Serving Shoppers and Creating Advocates
    Today’s connected shopper expects a unified experience not just across commerce channels but at every touchpoint throughout their journey with the brand. A great overall experience can create powerful brand advocates; a poor or disconnected one can yield the opposite. In this track, learn how Salesforce’s complete Shopper Success Platform, including Service Cloud and Community Cloud, can connect commerce to customer service, communities, and other aspects to provide a truly unified customer experience.

    How Retailers like Hallmark Baby Create an Engaging and Intelligent Brand Experience
    Wednesday, May 17 from 11:15 a.m. - 12:00 p.m.
    Speaker: Mark Strickland, Director Business Strategy, Hallmark Baby; Laura Madden, Senior Marketing Strategist, DEG

    Hallmark Baby is working hard to "Market to The Moment" of Millennial Moms and meet them on their channel of choice. Learn how Hallmark Baby is leveraging Salesforce, including Marketing Cloud and Commerce Cloud, to create these relevant and predictive interactions with their customers and leveraging data science to create an intelligent omni-channel customer journey.

    Let's Get Personal: Learn How Leading Retailers Deliver Smarter Service
    Wednesday, May 17 from 1:15 p.m. - 2:00 p.m.
    Speaker: Todd Enders, VP Product Marketing, Service Cloud

    The retail customer has changed, and savvy retailers are disrupting themselves to deliver a great experience. Whether you need to close cases faster, personalize your customer service, provide better self-service or serve more customer touchpoints, Service Cloud can help. Learn the latest in customer service technology and find out how some of the world's biggest brands are innovating with Service Cloud.

    Gartner’s View: Commerce that Comes to You
    Wednesday, May 17 from 2:15 p.m. - 3:00 p.m.
    Speaker: Penny Gillespie, Research Vice President, Gartner

    Price visibility and other customer-empowering factors mean companies must compete on experience, not traditional grounds. Effective customer experience design hinges on recognizing customers across not just shopping channels and devices, but the entire customer lifecycle, including reaching them wherever they are during that journey. In this session, hear Gartner’s view on moving toward Commerce 2025: digitally humanistic, solution-centric, autonomous and technology-enabled.

    Thrive in the New Retail Reality: Design Within Reach Shares the Value of the Shopper Success Platform
    Thursday, May 18 from 11:30 a.m. - 12:15 p.m.
    Speakers: Maria Humphrey, Director Retail Industry Solutions, Salesforce; Maureen Jansen, Director of Digital Products, Design Within Reach

    Savvy retailers know that to truly succeed in this new digital era, you must deliver a connected brand experience across every shopper touchpoint. In this session, Design Within Reach shares how they created seamless customer experiences, authentic 1-to-1 engagement, and operational excellence across every channel including online, in-store, and the call center. You'll walk away inspired and ready to join other retailers who leverage the full power of Salesforce — including Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud, and the Platform — to thrive in the new retail reality.

    RISE UP! Revolutionize the Digital Experience and Engagement for Customers and Partners with Communities
    Thursday, May 18 from 1:30 p.m. - 2:15 p.m.
    Speakers: Karen Chan, Product Marketing Manager, Community Cloud; Kamal Tahir, Digital Transformation Executive, Salesforce

    Experience is increasingly the X factor for retail success. Learn how Salesforce Community Cloud revolutionizes the digital experience by connecting customers with personalized, branded content and peer engagement. Enable associates and partners to sell more with seamless access to the most up-to-date resources in a secure ecosystem.
  • Circles of Success
    Network, share, be inspired! Join your peers in a roundtable discussion, with topics from clients who would like to share their successes, challenges, and stories. Share your own experiences. Explore some new exciting special interest opportunities available to help you grow and expand your brand. You’ll come away from these sessions with inspiration, new relationships, and loads of information — this is possibly one of the most valuable experiences you’ll have at XChange!

    Super Session 1: Insights, Analytics, and Intelligence
    Wednesday, May 17 from 11:15 a.m. - 12:00 p.m.
    Speakers: Lyndsay Johnson, Content Strategist, Associate, Commerce Cloud; Sara Fuhs, Principal Success Specialist, Commerce Cloud; Chris Napa, DTC UX Lead, Acushnet; Doug Clark, Sr. Data Intelligence Strategist, Commerce Cloud; John Tegner, Vice President, eCommerce, Costa Sunglasses; Ross Guthrie, Senior Industry Strategist, Commerce Cloud; Paul McLaughlin, Senior Product Manager, Commerce Cloud; Nick Deltoro, Industry Strategist, Commerce Cloud

    Network with data driven professionals and exchange ideas for leveraging analytics and intelligence to drive revenue and personalize the customer experience.
    Table 1: Configuring Product Recommendations Rules: Customer Led
    Table 2: Discovering Data Patterns to Support Decision-Making
    Table 3: Using Google Analytics: Customer Led
    Table 4: Commerce Insights
    Table 5: Analytics 2.0
    Table 6: Deploying Einstein: Initiating Data Feeds

    Super Session 2: Unified Commerce
    Wednesday, May 17 from 1:15 p.m. - 2:00 p.m.
    Speakers: Lyndsay Johnson, Content Strategist, Associate, Commerce Cloud; Sara Fuhs, Principal Success Specialist, Commerce Cloud; Matt Mayes, Senior Business Solutions Manager, Commerce Cloud; Adam Ford, Senior Business Solutions Manager, Commerce Cloud; Elec Boothe, Team Lead- Customer Support, Commerce Cloud; Tony Ruschioni, Team Lead, Customer Support, Commerce Cloud; Bow Stratton, Director Business Strategy and Programs, Commerce Cloud; David Burbine, Director of Ecommerce, Dooney & Bourke; Melvin Chu, Senior eCommerce Manager, Haggar; Julie Ting, Director Ecommerce, True Religion

    Participate in a roundtable discussion with fellow retailers who are focused on transforming the unified commerce experience, while overcoming the operational challenges of today's rapidly changing retail environment.
    Table 1: Adding Outlet Sites to Your Multi-Site Solution: Customer Led
    Table 2: Using Installment Payments to Drive Loyalty: Customer Led
    Table 3: Overcoming Inventory Challenges and Buy Online, Pick-Up In-Store Best Practices
    Table 4: Reducing Returns with Product Finders: Customer Led
    Table 5: Bringing a Solution Strategy Into Your Organization
    Table 6: Surviving The Global Release Process

    Super Session 3: UX and Site Redesign
    Wednesday, May 17 from 2:15 p.m. - 3:00 p.m.
    Speakers: Lyndsay Johnson, Content Strategist, Associate, Commerce Cloud; Sara Fuhs, Principal Success Specialist, Commerce Cloud; Lang Zerner, Senior Technical Architect, Commerce Cloud; Jay Bargayo, Digital Program Manager, Burton; Stephanie Powers, Manager, Digital Products, Ethan Allen Global, Inc; Greg Fina, Director of Technology, Serena & Lily; Zach Abbell, Director of Ecommerce, Poppin; Jennifer Tran, Director of Site Optimization & User Experience, Brookstone; John Evons, VP, Global Digital Commerce, Fuerst Group

    Join a lively discussion around UX best practices, testing strategies, mobile enhancements and checkout optimizations. Share your success stories and gain actionable insights to take back to your team.
    Table 1: How To Design Data-Led, Impactful Navigation: Customer Led
    Table 2: Best Practices for Creating Usable, Comprehensive, and "Frictionless" Mobile Experiences: Customer Led
    Table 3: AB Testing Ideas, Strategies & Results: Customer Led
    Table 4: Critical Decisions for a Site Genesis Upgrade: Customer Led
    Table 5: “Behind the Build” - A Modular, Style Guide Approach to Brand Sites: Customer Led
    Table 6: Managing your Environment: Customer Led
    Table 7: Adopting the New Job Scheduler

    Super Session 4: The Commerce Cloud Roadmap
    Thursday, May 18 from 11:30 a.m. - 12:15 p.m.
    Speakers: Lyndsay Johnson, Content Strategist, Associate, Commerce Cloud; Sara Fuhs, Principal Success Specialist, Commerce Cloud; Rosa Portocarrero, Senior Product Manager, Commerce Cloud; Tony Pizza, Senior Product Manager, Commerce Cloud; Jim Lynch, Senior Product Manager, Commerce Cloud; Chris Lawrence, Director of Product Management, Commerce Cloud; Anne Curtis, Senior Product Manager, Commerce Cloud; Rene Kessler, Senior Product Manager, Commerce Cloud; Brian Collins, VP of Product Management, Commerce Cloud; Bivha Singh, Director of Product Management, Commerce Cloud

    Learn more about upcoming features to the Commerce Cloud Roadmap and share your feedback for future enhancements.
    1. Digital - Developer & Admin Focus: Jim Lynch, Chris Lawrence
    2. Digital - Merchandising Focus: Anne Curtis, Paul McLaughlin
    3. Order Management: Rosa P and Amanda Hatker
    4. Einstein - Shopper Experiences: Rene Kessler, Tony Pizza
    5. Cross-Cloud - Brian Collins, Bivha Singh

    Super Session 5: Finding New Customers
    Thursday, May 18 from 1:30 p.m. - 2:15 p.m.
    Speakers: Lyndsay Johnson, Content Strategist, Associate, Commerce Cloud; Sara Fuhs, Principal Success Specialist, Commerce Cloud; Nancy Swan, Success Specialist Director, Commerce Cloud; Ben Martin, Sr. e-Commerce Manager, Operations, Brookstone; Jake Hammond, Director of Ecommerce, RG Barry; Bernice Merlini, Marketing Director, eCommerce & Digital Marketing, NYX Cosmetics (L'Oreal); Nina Chow, eCommerce Web Developer, Newell Brands; Mark Murphy, Senior Manager, Digital Marketing, Ariat International

    Join your fellow industry professionals to share strategies and get inspired by ideas for targeting new customers through globalization, social, SEO, and new marketing channels.
    Table 1: Using Data Insights to Drive Merchandising Decisions
    Table 2: Quantifying the Cost of New Customers: Customer Led
    Table 3: Global Expansion: What We've Learned: Customer Led
    Table 4: Omni-Channel Wins with UGC: Customer Led
    Table 5: Integrating Bazaarvoice Curations Tech Talk: Customer Led
    Table 6: Effective Tools for Dealing with Negative Social Feedback
  • Innovation from the Commerce Cloud Partner Ecosystem
    Appropriate for all attendees, this track will include a series of 20-minute sessions, presented by members of the Commerce Cloud partner ecosystem and featuring a range of complementary technologies and services. Content will include compelling use cases, demonstrations, and visual presentations. Commerce Cloud partners will highlight new technologies and innovative techniques designed to work with the Salesforce Commerce Cloud platform and accelerate retail growth.

    The Connected Customer Experience
    Wednesday, May 17 from 11:15 a.m. - 11:35 a.m.
    Speaker: Chris Bosco, Managing Director, Accenture Interactive

    Key to business success, will be a company’s ability to adapt, restructure, work horizontally and to deliver exceptional customer experiences across all touchpoints. This session will explore how to connect disruptive technologies, business services and creative to facilitate sophisticated, personalized and seamless commerce interactions that enhance the customer experience and boost sales.

    How Guided Shopping Drives TaylorMade and New Balance Customers to Products that Fit Them Best
    Wednesday, May 17 from 11:40 a.m. - 12:00 p.m.
    Speakers: Keith Baltus, Global eCommerce Product Manager, TaylorMade; Danielle Bruce, Digital Experience Solution Associate, New Balance; Juan Ponce, Partner, Drive Commerce

    Cartographer makes it easy to match the wealth of product data available in a Salesforce Commerce Cloud Catalog to a quick question-and-answer experience displayed anywhere on the storefront. Through guided shopping and recommended products based on customer insight, Cartographer is specifically designed to guide shoppers to the right product for purchase, in an experience totally driven by the user.
    Join Drive Commerce to learn how retailers like New Balance and TaylorMade have implemented guided shopping with Cartographer to deliver customized shopper journeys online.

    OSF UnifyCOMMERCE: From the Americas to APAC
    Wednesday, May 17 from 1:15 p.m. - 1:35 p.m.
    Speakers: Anna Petriv, CRM Division Director & Sr. Salesforce Consultant, OSF Global Services; Chris Hooven, SVP Sales and Business Development, OSF Global Services

    Prior to working with OSF Commerce, World Kitchen’s customer data was stored in different systems making reaction time to customer inquiries delayed and often convoluted. OSF UnifyCOMMERCE, a customer-centric solution that gathers customer data from multiple sales channels and brings it into Salesforce Sales, Service and Community Clouds for a 360 (add degree sign) view of the customer, has helped to synchronize data and enabled World Kitchen to provide world-class customer service across multiple brands.

    The Beauty is in the Details: How Lancôme's New Progressive Web App Increased Mobile Commerce Conversions
    Wednesday, May 17 from 1:40 p.m. - 2:00 p.m.
    Speakers: Malik Abu-Ghazaleh, Vice President of Digital Marketing & Ecommerce, Lancome L'Oreal; Peter McLachlan, Chief Product Officer and Co-Founder, Mobify

    In 2016, mobile had become the dominant driver of traffic for luxury beauty brand Lancôme, but mobile conversions still lagged behind desktop. To deliver more value to their increasing share of mobile shoppers, Lancôme launched a new type of mobile web solution called a Progressive Web App.
    Lancôme sees mobile not just as a channel, but as a way of life for its customers. This session will cover how they’ve achieved their goal of increasing mobile web revenue and long term-customer value by delivering an app-like experience on the mobile web.

    Content & Commerce: Mastering Content Globalization & Localization
    Wednesday, May 17 from 2:15 p.m. - 2:35 p.m.
    Speaker: Chris Knepp, VP Sales, e-Spirit

    In this session, learn how Urban Decay was able to expand into new global markets (South America and Europe), double the size of its website by introducing the “UD All Access” site, increase page views by 258%, and increase site entrances by 1600%. Implementing Salesforce Commerce Cloud and e-Spirits’ FirstSpirit Content Experience Hub helped Urban Decay simplify the management of personalized content and localization processes to support its globalization goals and deliver the localized and seamless experiences that their customers expect.

    Flexing Its Digital Commerce Muscles: Nautilus Embraces Digital Transformation
    Wednesday, May 17 from 2:40 p.m. - 3:00 p.m.
    Speakers: Anna DeMent, Senior Digital Marketing Manager, Nautilus; Katie Dunlap, Vice President of Customer Success, LYONSCG

    Nautilus, the world leader in health and fitness, launched on Salesforce Commerce Cloud in 2016, marking the first major milestone towards the company's digital transformation. Nautilus now has a master architecture to support growth and expansion for both B2C and B2B, including multiple brands and numerous international sites. Find out how Nautilus is driving impressive growth and performance by embracing digital innovation, and what lies ahead for this leading multi-brand organization.

    Commerce Evolution in the Age of the Connected Consumer
    Thursday, May 18 from 11:30 a.m. - 11:50 a.m.
    Speaker: Jon Panella, Vice President – Global Commerce Strategy, SapientRazorfish

    As traditional online commerce platforms become a commodity, customer experience continues to rapidly evolve as touch points with the brand continue to expand. Brands can no longer rely on disjointed online efforts or wait for post-transactional insights to provide customers with their expected consumer experience that is driving commerce today and in the future. Join SapientRazorfish as we highlight a connected customer journey powered by the Salesforce Retail Cloud to maximize customer reach, transactional revenue, and the lifetime value of the customer.

    Delivering Unified Commerce and Profitability Through Operations
    Thursday, May 18 from 11:55 a.m. - 12:15 p.m.
    Speakers: Wilson Hughes, Solution Consulting Manager, Radial; Peggy Waldo, VP Ecommerce, WWE

    WWE was looking for solutions to meet rising demand and increase customer expectations without compromising experience. The Radial and Salesforce Commerce Cloud alliance solved these challenges by arming WWE with the innovative technology and services to scale the business and deliver a seamless experience aimed to drive profit and satisfaction through tightly integrated fulfillment and transportation and order management technology so that WWE could focus on the retail side of their business.

    Rituals Delivers Unified, Beautiful Experiences Across Channels and the Globe
    Thursday, May 18 from 1:30 p.m. - 1:50 p.m.
    Speaker: Eric Morse, SVP Sales, North America, Adyen

    With 500+ stores in 27 countries, Rituals has scaled a high touch customer experience across borders and channels. Rituals works with Adyen for global e-commerce payments, delivering a unified experience regardless of shopper location or payment method. On the search for a best-of-breed payments and commerce solution, Rituals found that Salesforce Commerce Cloud and Adyen work well in unison. Commerce Cloud gave Rituals the power to quickly bring web storefronts online as it expanded to new regions. Adyen enabled Rituals to deliver localized payment options to each of these storefronts.

    Using Modern Credit as a Marketing Tool to Acquire New Customers and Increase Conversions
    Thursday, May 18 from 1:55 p.m. - 2:15 p.m.
    Speaker: Len Eschweiler, SVP of Retail, Affirm

    When consumers learn that they can purchase an expensive item now and pay for it over time, they convert more often, they convert sooner, and they buy more. Affirm clients are seeing double digit increases in site conversion rates and AOV increases that average 75%. The key is to leverage financing as a marketing tool, not just as an option at checkout. Alerting consumers to the pay-over-time options while they're in the decision process helps drive behavior. This session reviews proven best practices to increase conversions and AOV, with case studies from several Salesforce retail partners.

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