Elevate the Experience

October 15, 2025 ✧ New York City

Tapestry Global Headquarters, 10 Hudson Yards

Applications are closed
Please email marketing@commercenext.com for more information.

This fall in NYC, we’re bringing together the sharpest minds in Ecommerce, Customer Service, Customer Experience, Loyalty, Returns and Fulfillment for a no-fluff, one-day event designed for Directors and VPs ready to lead what’s next.

Through bold keynotes, unfiltered panels and 1:1 meetings, we’ll unpack what really drives post-purchase success— from turning first-time buyers into loyal advocates to leveraging smart tech, streamlining returns and creating customer experiences that stick.

Topics Covered

✧ Smarter order tracking & omnichannel communication

✧ Fast, transparent delivery & frictionless returns

✧ Memorable unboxing & sustainable packaging

✧ AI-powered support, feedback loops and automation

✧ Loyalty programs that work & personalization that connects

✧ Metrics that matter: CLV, repeat rate, return insights

✧ Community building through social & post-purchase marketing

✧ Future-proofing with tech, trends & customer expectations

Inquire to Sponsor

Confirmed Speakers

Shiv Menon
Chief Customer Care Officer
Chewy

Caroline Covington
VP Digital
Blu Dot

Elizabeth Garry
VP, Ecommerce, North America
Pandora

Scott Kramer
VP, Growth
AS Beauty

Ray Li
CEO
Sene

Kaitlin Hutchinson
SVP Ecommerce
Authentic Brands Group

George Hanson
EVP, Chief Digital Officer
Mattress Firm

Kacey Sharrett
Digital Strategy Consultant
The Vitamin Shoppe

Aaron Evett
Head of Revenue
Redo

David Morin
VP, Customer Strategy
Narvar

Tim Fehr
COO
Happy Returns

Nick Binder
Senior Director, Product Marketing,
Klaviyo

Andrea Moore
Partner
Chameleon Collective

Birdie Bartholomew-Smith
Head of Sales
Happy Returns

Carlos Dunlap-Beard
VP, Loyalty Strategy
ebbo

Rachel MacPherson
SVP, Ecommerce
Marc Jacobs

PJ Triboletti
Head of Strategic Partnerships, Commerce Media
Fluent

Jenna Flateman Posner
Founder and CEO
Chief Digital Agency

The Venue

Tapestry Global Headquarters
10 Hudson Yards

The Tapestry global headquarters at 10 Hudson Yards provides a modern, light-filled backdrop in the heart of New York City. Our conference will be hosted in the Atrium Room, showcasing sweeping views of the High Line, One World Trade Center, The Vessel, and the city skyline, and in the Heritage Room, equipped with a dramatic 54-foot video wall and state-of-the-art presentation technology.

Companies attending

Thank You to Our Sponsors

Presenting Sponsor

Partner Sponsors

Lunch Sponsor

Dinner Sponsors

The Agenda

Networking Breakfast and Registration

8:00 - 9:00 AM

Opening Remarks

9:00 AM

Keynote: Compassion at Scale: How Chewy Built the Gold Standard in Customer Care

How does Chewy turn customer care into a true competitive advantage? In this keynote fireside, Shiv Menon, VP & Chief Customer Care Officer, shares how Chewy blends empathy and integrated technology to deliver personalized, memorable experiences for each and every customer - from surprise pet portraits to recurring subscriptions delivered right to your door. He’ll explore how real-time feedback and empowered customer care teams enable Chewy to move beyond transactional interactions, forging authentic, emotional connections with customers that drive loyalty, reduce churn and fuel growth.

Speakers:

  • Shiv Menon, Chief Customer Care Officer, Chewy

  • Interviewed By: Andrea Moore, Partner, Chameleon Collective

9:10 AM

Intelligent Infrastructure: Getting to Operational Efficiency with AI Agents

AI is reshaping how leading brands operate by turning fragmented data into real-time decisions. In this session, you'll hear how a fast-growing DTC brand is using AI Agents to connect returns, support, and marketing data to reduce fraud, simplify their tech stack, and empower their team with smarter insights. See how lean teams are using AI to deliver personalized experiences, improve efficiency, and drive measurable results. If you're ready to streamline operations and unlock real ROI from AI, don't miss this session.

Speakers:

  • Ray Li, CEO, Sene

  • Aaron Evett, Head of Revenue, Redo

9:30 AM

Returns Happen: Unlocking Retail’s Return Secrets - Live Insights From The Front Lines

Join Happy Returns as they unveil the latest “Returns Happen” report, featuring new insights from both merchant and consumer surveys. This session highlights evolving return policies, shopper behavior and the impact of return fraud. Gain actionable takeaways on managing returns and holiday trends, with exclusive early access to fresh, hot-off-the-press research designed to help retailers optimize return experiences.

Speakers:

  • Heidi Ketchum, Head of Returns, Gap Inc.

  • Tim Fehr, COO, Happy Returns

  • Moderated By: Birdie Bartholomew-Smith, Head of Sales, Happy Returns

9:50 AM

Break

10:20 AM

Unlocking Post-Purchase Potential: Monetization, Loyalty & The Rise of Commerce Media

This panel will dive into how today’s leading retail brands are turning the post-purchase moment into a long-term growth engine. From loyalty programs and upsells to partner offers and personalized experiences, we’ll explore real strategies for driving incremental revenue and deeper customer relationships. The discussion will also unpack how commerce media is becoming a key part of the post-purchase playbook — helping brands boost performance across channels, even in a tough economic climate.

Speakers:

  • Kaitlin Hutchinson, SVP Ecommerce, Authentic Brands Group

  • Elizabeth Garry, VP of Ecommerce, North America, Pandora

  • Caroline Covington, VP Digital, Blu Dot

  • PJ Triboletti, Head of Strategic Partnerships, Commerce Media, Fluent

  • Moderated By: Kacey Sharrett, Digital Strategy Consultant, The Vitamin Shoppe

10:50 AM

The Hidden Profit Center in Your Post-Purchase Flow

The post-purchase moment is too often treated as the end of a transaction rather than the start of ongoing value creation. This session will start with a presentation from Carlos Dunlap-Beard, VP, Loyalty Strategy, ebbo about how innovative brands are turning checkout into a profit center through subscription-based monetization strategies that deliver results from day one. Then, Ryan Williams, VP Digital, FULLBEAUTY Brands will join for a conversation about how FULLBEAUTY Brands is building recurring streams that scale with customer demand. Ready to turn your post-purchase experience into a sustainable and significant growth engine? This session will show you how.

Speakers:

  • Ryan Williams, VP Digital, FULLBEAUTY Brands

  • Interviewed By: Carlos Dunlap-Beard, VP, Loyalty Strategy, ebbo

11:20 AM

1:1 Meetings/Networking Break

11:40 AM

Lunch

1:00 PM

Built for B2C: How AS Beauty Is Redefining Customer Relationships in the AI Era

The post-purchase experience isn't just about confirmations and shipping updates, it’s where long-term customer relationships are built. In this fireside chat, Scott Kramer, VP of Growth, AS Beauty, will speak with Nick Binder, Senior Director, Product Marketing, Klaviyo about how Klaviyo's CRM is helping brands adapt to rapidly changing customer behavior and expectations. Learn how AS Beauty is bringing marketing, service and analytics together into one real-time platform to deliver seamless, personalized experiences that extend well beyond checkout. Plus, see how new AI innovations are powering smarter, more impactful interactions that deepen engagement at every stage of the customer journey.

Speakers:

  • Scott Kramer, VP, Growth, AS Beauty

  • Interviewed By: Nick Binder, Senior Director, Product Marketing, Klaviyo

2:00 PM

Beyond the Box: Delivering Brand Trust

For today’s consumers, trust isn’t won at checkout, it’s earned in the moments that follow. From delivery accuracy to returns and resolution, the post-purchase experience is where brand promises are tested — and with 67% of consumers willing to abandon a brand after one bad interaction, the stakes couldn’t be higher. In this fireside chat, Rachel MacPherson, SVP of Ecommerce, Marc Jacobs, joins David Morin, VP of Customer Strategy, Narvar, to explore how leading brands are transforming post-purchase into a true loyalty engine. They’ll share how proactive communication, service guarantees and personalized touches can turn high-friction moments into lasting trust and repeat business.

Speakers:

  • Rachel MacPherson, SVP, Ecommerce, Marc Jacobs

  • Interviewed By: David Morin, VP, Customer Strategy, Narvar

2:20 PM

Break

2:40 PM

Keynote: Beyond the Mattress: Making Every Interaction Dream-Worthy

How does a heritage retailer transform into a modern customer experience powerhouse? Mattress Firm is rewriting the playbook by marrying digital innovation with a relentless focus on customer delight. From AI-powered tools that empower associates to deliver smarter service, to FirmCare protection plans with 90-second online claims, to on-demand two-hour delivery through DoorDash, Mattress Firm is redefining what post-purchase excellence looks like.

In this fireside chat, George Hanson shares how these bold digital moves have revitalized a legacy brand, turning one-time buyers into lifelong loyalists and making every interaction truly dream-worthy.

Speakers:

  • George Hanson, EVP, Chief Digital Officer, Mattress Firm

  • Interviewed By: Jenna Flateman Posner, Founder and CEO, Chief Digital Agency

3:10 PM

Closing Remarks

3:35 PM

Closing Reception

3:40 - 5:00 PM

Applications for this event are closed.

Please email marketing@commercenext.com for more information.