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Agenda & Speakers

The State of Customer Loyalty in Retail

Tuesday, May 21, 2019 - 11:25 AM - 12:00 PM

There is a realization that creating unique, personalized and engaging experience is table stakes for today’s retailers. Yet the challenges of creating internal organizational support, developing internal centers of excellence with the organization, integrating new and oftentimes confusing technology into a “crowded” stack can be quite the challenges for retailers today, and those are just the beginning. A lack of metrics and KPIs to truly understand the efficiency and efficacy of these programs is more challenging than ever; understanding sometimes arcane terminology and misunderstood buzzwords makes it difficult for marketers who are tasked to not only understand this new landscape but also keep up with the increasing demands of their more complex positions.

 In this session we will learn from three industry leaders as to how they have set the bar over the past few years and have develop processes that will enable them to be successful going forward.


Karen Szarvas, Director of Loyalty Marketing, The Vitamin Shoppe

Karen Szarvas serves as Director of Customer Loyalty at The Vitamin Shoppe®, an omni-channel specialty retailer and wellness lifestyle company.  In her role, Karen oversees the newly redesigned Healthy Awards Loyalty program and is responsible for the development, execution and management of the program, as well as strategies to drive customer awareness, engagement and retention.
Karen has more than 19 years of global marketing and loyalty experience and is a highly motivated, customer focused, thought leader.   Prior to joining The Vitamin Shoppe, she worked at Wyndham Worldwide and consulted at KMS Marketing Solutions where she specialized in loyalty, branding, customer communications and experiences.

Lisa Erickson, Sr. Director of CRM and Loyalty, Sleep Number

As the Sr. Director of CRM & Loyalty, Lisa leads the development, execution and management of Sleep Numbers Loyalty program, the InnerCircle, as well as all direct mail and email programs. Lisa is responsible for the overall success and ongoing growth and management of these programs.  She directs the testing of all programs to ensure continued evolution and growth.  She is responsibility for the InnerCircle member engagement and program profitability. Leveraging her deep experience in retail, holding positions in merchandising, finance, strategic and promotional planning and marketing she is able to activate new initiatives quickly and successfully. Lisa is constantly striving to take the InnerCircle program to the next level of engagement. Prior to joining Sleep Number, Lisa held management positions at Best Buy and the Department Store Division of Target Corporation. She is born and bred in Minnesota, living there all her life and earning her Bachelor of Science degree from the University of Minnesota in Retail Merchandising and Business.

Moderator: Rodman Likes, VP of Sales, Formation


Agenda Overview

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