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Agenda & Speakers

Creating Measurable Customer Experience & Loyalty in an Evolving Retail Market

The retail space is nearly unrecognizable from what it was ten, even five years ago. The dawn of online shopping has thrust retailers of all sizes and specialties into a relative unknown frontier of merging online selection and customization with a traditional in-store customer experience. The result is a crossroads in which individual organizations must find unique solutions that create alignment within the brand; there is no one-size-fits-all solution.
At Loyalty Expo 2018, marketers from leaders in this industry will discuss the implications of an increasingly digital space, and what their organizations are doing to both adapt to the change, while still remaining true to the values that have become their respective calling cards.

Key Takeaways:
- The unique approaches taken by brands facing evolving challenges in retail
- Finding a solution that fits the brand; the importance of a company staying true to its established identity
- The merging of in-store experience with an online catalog selection


Drew Ormrod, Senior Director of Loyalty, Luxottica

Coming from a multidiscipline background, Drew spent his prior career agency side consulting for brands like IBM, E-Trade, CVS Health and Citi Group and built performance driven, award winning programs across CRM, Brand, Digital/Social, Content, Influencer and Media for them.

At Luxottica, Drew currently leads CRM and loyalty for Oakley Retail and Sunglass Hut in North America. He believes loyalty today needs to be data driven, but also balanced with emotional connections throughout the customer journey. The intersection of loyalty and brand is extremely integrated, and his team approaches loyalty with the mindset that 1:1 relationships are the ultimate representation and experience of the brand. Since joining Luxottica in January 2017, he has initiated several initiatives that have driven member engagement and increased repurchase rates.

Gilbert Bailey, VP Analytics & Customer Engagement, Xenial

Fueled by marketing innovation, Gilbert Bailey drives the Analytics, Customer Engagement and Stored Value teams for Xenial, a Global Payments company. Global Payments represents over 2.5 million merchant locations across 30 countries. Passionate about influencing consumer engagement, Gilbert is directly involved with well-known national brands such as Taco Bell, Jack in the Box, Panda Express, Qdoba Mexican Eats and Whataburger, as well as thousands of independent operators.

Xenial, formerly Heartland Commerce, holds a 19% market share of the US restaurant industry by building innovative products including order management, back office, CRM, customer engagement, gift, mobile payments and wait list-reservations, for not only the restaurant industry but retail and petro as well.

As a transformational leader, Gilbert has been influencing technology for more than 25 years, earning back-to-back Inc. 500 Awards early in his career and back-to-back Fast 50 Awards in Charlotte, N.C. two decades later.

Gilbert holds a Bachelor of Arts with a major in Political Science from Guilford College of Greensboro, N.C., where he currently serves on the Board of Trustees.

Agenda Overview

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