What Happens After the Buy Button

Come dive into one day dedicated to all things post-purchase experience; from loyalty to costumer relationships and more.

Complete Agenda coming soon!

The Future of Customer Experiences

8:00 AM ET

Networking Breakfast & Registration

9:00 AM ET

Opening Remarks

9:15 AM – 9:35 AM ET
20min

Keynote

Margot Johnson

Chief Digital Officer, Aritzia

9:40 AM – 10:00 AM ET
20min

Keynote: Less Dashboard, More Doing: The Next Post-Purchase Advantage
Post-purchase teams already have plenty of data. The challenge is turning it into action without spending hours digging through dashboards or figuring out what to do next. In this keynote, FedEx and parcelLab will share fresh research from a joint study on how a new generation of intelligent tools is shifting post-purchase from monitoring to doing, interpreting complex data, surfacing what matters and guiding teams toward the next move. Then, they’ll unpack with a client what that shift looks like in practice, where technology takes work off teams’ plates and where human judgment still matters. Attendees will also get an exclusive first look at parcelLab’s newest tool bringing this next era of post-purchase technology to life.

Julian Krenge

Founder & Chief Product Officer, parcelLab

Jason Brenner

SVP Digital Portfolio, FedEx

10:05 AM – 10:30 AM ET
25min

Panel: Trust Is the New Loyalty Program: Keeping the Brand Promise After the Buy Button

Melanie Travis

Founder & CEO, Andie Swim

Dave Bolotsky

Founder & CEO, Uncommon Goods

Heather Lane

VP, Supply Chain Strategy & Systems, Ulta Beauty

10:30 AM -11:10 AM ET
40min

Networking Break & 1:1 Meetings

11:10 AM – 11:30 AM ET
20min

Panel: How Post-Purchase Loyalty Turns Connection Into Growth The moment after checkout is a critical opportunity to build connection, relevance, recognition and continued preference after the first purchase. Some monetization strategies create immediate value by directing customers toward another offer, experience, or brand. But they can also move attention, engagement, and future value outside the retailer’s own ecosystem. Loyalty offers a different approach: using the post-purchase moment to give customers a reason to stay connected, return, and continue choosing the brand. In this session, retail leaders will explore how brands can use programs, memberships, benefits and experiences to create an ongoing value exchange; keep post-purchase attention and engagement within the brand ecosystem; and balance immediate monetization with long-term customer value.

Mark Friedman

Business Development, AS Beauty

Sabrina Cherubini

CMO, FullBeauty Brands

Moderator

Carlos Dunlap-Beard

VP, Loyalty Strategy, ebbo

11:35 AM – 11:55 AM ET
20min

Fireside Chat: From Transaction to Relationship: Building the Next Purchase Before the First One Arrives

Jillissa Vinegra

Director of Retention, Trees.com

Ciana Abdollahian

Head of Customer Marketing, Klaviyo

12:05 PM – 12:45 PM ET
40min

Roundtables

12:45 PM – 1:30 PM ET
45min

Lunch

1:10 PM – 1:25 PM ET
15min

1:1 Meetings

1:30 PM – 1:50 PM ET
20min

Session

1:55 PM – 2:15 PM ET
20min

Keynote: How The Vitamin Shoppe Turns One Purchase Into the Next
Buying a vitamin isn’t the end of the story, it’s the opening line. Andy Laudato, COO of The Vitamin Shoppe, knows this better than most. When your products are designed to be replenished, post-purchase isn’t a department, it’s the relationship. Today’s shoppers expect convenience, options, and efficiency, so The Vitamin Shoppe lets them shop how, when, and where they prefer. VS.com, stores, subscription auto-delivery, owned same-day delivery, and marketplaces like Amazon, Instacart, DoorDash, and Uber Eats. In this keynote, Andy shares how those touchpoints turn routine transactions into lasting loyalty through personalized engagement, meaningful rewards, frictionless auto-delivery, and AI-powered customer experiences. Discover how every post-purchase moment can strengthen trust, deepen loyalty, and create the next purchase before the last one is forgotten.

Andrew Laudato

COO, The Vitamin Shoppe

Interviewed by

Paula Macaggi

CEO & Co-Founder, OFFBounds

2:20 PM – 2:40 PM ET
20min

Session

2:40 PM – 3:20 PM ET
40min

Networking Break & 1:1 Meetings

3:20 PM – 3:40 PM ET
20min

Session

3:45 PM – 4:05 PM ET
20min

Keynote: From $50 Cashmere to $1B+: How Quince is Building a Customer Experience for Hypergrowth

Michael Allan

General Manager, Quince

Interviewed by

Farzana Nasser

Partner, Chameleon Collective

4:05 PM – 4:10 PM ET
5min

Closing Remarks

4:10 PM – 5:00 PM ET
50min

Closing Reception