Agenda

Today's store associate wears more hats than ever - serving customers, fulfilling digital orders, managing inventory, supporting pickup, and more. As these responsibilities continue to expand, retailers are rethinking how technology can simplify work rather than add complexity. This session explores how mobile tools, AI, and connected workflows are helping frontline teams work more efficiently, make faster decisions, and deliver more consistent customer experiences across physical and digital channels. Hear how retailers are equipping associates with the information and capabilities they need in the moment, while creating a more agile store operation that can adapt to changing customer expectations and evolving business needs.

Physical stores continue to evolve, expanding their role and relevance. The ability to win over and engage customers and communities, enhance product experiences, and integrate hub functions in logistics, services, and media is driving retail innovation processes. AI challenges the store in its precision in assortment, inventory, pricing, and operation, and in the personalization of the customer experience. Learn from the experience of Wegmans and Boticario Group, two companies that have been innovating and expanding their store base.

62% of retail organizations have deployed agentic AI. Only 10% are completing autonomous work across teams — and store operations is where that gap is most visible. Brand directives go unconfirmed. Associate priorities are unclear. Store teams spend hours each shift on work that should resolve itself. In this fireside chat, leading retailers share what closing that gap is actually requiring: the infrastructure decisions, the organizational change, and what it looks like when AI starts finishing work rather than just starting it.

In luxury, a small fraction of clients drive a disproportionate share of revenue — and the majority of that revenue starts with an appointment, so every interaction counts. Join Kering, home to Gucci, Yves Saint Laurent, and Bottega Veneta, and Petra Schindler-Carter, GM of Retail & Consumer Goods at AWS, as they share how Kering built SARA, an agentic assistant powered by Amazon Bedrock and Amazon Bedrock AgentCore that lets sales associates retrieve products through multimodal search, prepare appointments autonomously, and surface personalized next best actions. You'll walk away with a practical blueprint for extending existing applications into agentic experiences.

In luxury retail, the customer journey no longer happens in isolation; it moves fluidly between online browsing and the physical store floor. In an era shaped by shifting consumer expectations and rapid AI advancements, brands must bridge digital discovery with real-time, personal engagement to build lasting shopper devotion.

This session features a leadership conversation with Sharonda Weatherspoon, Senior Vice President of Retail Stores, Operations & Retail Development at Michael Kors. Led by a Twilio moderator, we’ll explore how Michael Kors empowers frontline store teams, improves daily store operations, and connects digital interactions with modern in-store clienteling.

Attendees will gain actionable strategies for eliminating friction, strengthening customer trust, and establishing the foundational data and messaging infrastructure required to stay competitive in an AI-driven retail landscape.

Gap Inc. EVP and Chief Technology Officer Sven Gerjets joins us to unpack how the retailer is embedding AI and agentic technology into every layer of the business – from product design and supply chain to marketing and the customer experience. He’ll share what it takes to move fast without losing the brand's human core, including lessons from Gap’s multiyear Google Cloud partnership and its early bet on agentic commerce.