ICSC EUROPEAN MARKETING CONFERENCE

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1 BACK TO BASICS Are you Giving your Customers what they Really Want? REGISTER NOW! icsc.org/2017ems #icsceurope #ICSCEUROPE THE PLACE FOR MARKET(ING) INTELLIGENCE IN RETAIL REAL ESTATE ICSC Global Partner ICSC European Partners Event Sponsors

2 BACK TO BASICS ARE YOU GIVING YOUR CUSTOMERS WHAT THEY REALLY WANT? Changes in customer behaviour, technology driven disruption and the success of online retail have had a strong impact on retail real estate over the past few years. Distracted by the transformation around us and driven by the will to innovate, we seem to have focussed on complicated details, theories and technologies. After years of experimenting and trying new things, the time has now come to take a moment and refocus on our main task: giving customers what they really want. WHO SHOULD ATTEND? Shopping centre marketing and management professionals Corporate retail marketing executives Retail property professionals with an interest in marketing, including asset managers Representatives of advertising agencies and marketing service providers in the retail real estate industry Join us in Vienna where we will go back to basics, explore what it takes to understand your customers needs now and in the future, and how to exceed their expectations. THE PLACE FOR MARKET(ING) INTELLIGENCE IN RETAIL REAL ESTATE The 15th edition of ICSC s European Marketing Conference will provide you with the contacts, knowledge and inspiration to take your marketing activities to the next level. Get ready for an action-packed programme with top level speakers, interactive group sessions, retail tours and inspiring awards. CONNECT WITH LIKE-MINDED PROFESSIONALS KEEP UP-TO-DATE WITH THE LATEST TRENDS CHALLENGE YOUR APPROACH HAVE FUN! DISCOVER VIENNA Welcome to the Austrian capital! Once home to the Habsburg empire, Vienna is often described as Europe s cultural capital renowned for its imposing architecture, fine arts and musical heritage. Be inspired by the balance between the old and new. Discover Vienna s shopping scene featuring traditional family-run boutiques, young designers, fresh concepts, trendy coffee houses, bustling food markets and international flagship stores. Official Social Wall Sponsor Media Partners 2 ICSC EUROPEAN

3 HIGHLIGHTS GROWING KNOWLEDGE How to ask the right questions and better understand your shoppers Are you meeting customers expectations and how to exceed them? IMPROVING YOUR PHYSICAL SPACE AND SENSORY EXPERIENCE How do customers interact with your centre and how do they feel about it? What really matters to your customers? How to create a sense of place COMMUNICATING IN THE RIGHT WAY What kind of information do customers expect from you? How engaging with your customers in the wrong way can have a negative impact Gain insight into the most effective communication channels in the industry PROVIDING MEANINGFUL SERVICES Learn how services are being developed in other industries Find out how partnerships can help create new customer services CREATING THE IDEAL RETAIL MIX Hear about emerging trends in retail What is the role of leisure, food and beverage in shopping centres? REMOVING FRICTION How technology can be used to improve the customer experience What is on the horizon for innovation within real estate and other industries? SPEAKERS INCLUDE:

4 WEDNESDAY, 7 JUNE :00 REGISTRATION 09:30 RETAIL TOUR DONAU ZENTRUM Pre-registration required Meeting point: Donau Zentrum is the biggest shopping centre in Vienna with a sales area of 133,000 m² and more than 260 shops for fashion, beauty, lifestyle and dining. Donau Zentrum is regarded as the shopping destination in Vienna, drawing approximately 19 million visitors each year. The centre attracts many new and cutting-edge brands including NYX Professional Cosmetics, Rituals, Zara Home and Strandmeister. Other important tenants include Peek & Cloppenburg, Saturn, Müller, C&A, H&M and Interspar. 12:30 NETWORKING LUNCH 13:30 GROUP SESSIONS Attendees may attend two out of three group sessions one before and one after the Networking Break SESSION A: GROWING KNOWLEDGE How well do you know your customer? Tips and tricks for effective and insightful qualitative research: Understand your customers experiences, needs, triggers and barriers Unpick subconscious associations and relationships to enhance the shopping experience Ruth Preston Managing Director Peppermint Research Charlotte Martin Consultant Peppermint Research SESSION B: CREATING SUCCESSFUL SHOPPING ENVIRONMENTS A hands-on session on how spatial design can improve your customer service level Understanding key spatial success factors Find out how the mind of a designer works and why it is important to know this Erik Go Concept Developer ONE.GO real estate concepts SESSION C: PROVIDING MEANINGFUL SERVICES Learn how services are being developed in other industries 15:00 NETWORKING BREAK 15:30 GROUP SESSIONS CONTINUED 17:00 18:00 NETWORKING DRINKS RECEPTION 4 ICSC EUROPEAN

5 PROGRAMME THURSDAY, 8 JUNE :30 REGISTRATION 09:00 EUROPEAN WELCOME Bill Kistler Executive Vice President & Managing Director - EMEA ICSC Conference Moderator: Eileen Connolly Managing Director AL Marketing 09:10 KEYNOTE: MARKETERS ARE FROM MARS, CONSUMERS ARE FROM NEW JERSEY Exploring the gap between how marketers think and consumers behave Bob Hoffman Best-selling Author, Speaker and Advisor Type A 10:05 REMOVING FRICTION - HOW TO USE TECHNOLOGY TO IMPROVE THE CUSTOMER EXPERIENCE Providing an inside track on how to focus on the customer; innovation is not just about technology it s about culture as well Mario Berger Country Lead Google Cloud Germany/Austria 10:35 NETWORKING BREAK 11:05 THE IMPACT OF SOCIAL CHANGE ON SHOPPING CENTRES Larry Ryan Director, Qualitative & Quantitative Researcher Behaviour & Attitudes 11:35 NEXT GEN LIVE! PRESENTS TECH FOR TECH S SAKE Sponsored by: Rose Lewis Co-Founder Collider ESCT EUROPEAN shopping centre trust 12:30 NETWORKING LUNCH ROUNDTABLE DISCUSSIONS Informal, interactive discussions providing an ideal format to exchange ideas and delve deeper into key marketing issues raised during the Conference 13:55 IMPROVING YOUR PHYSICAL SPACE AND SENSORY EXPERIENCE How to create a sense of place for your customers Enhancing the multi-sensory experience of shopping centres and increasing the retail portfolio value through excellent retail design and innovation Mark Gurney Group Director Concept Studio Unibail-Rodamco Bob is the best speaker we ve ever had. - Time ICSC EUROPEAN 5

6 THURSDAY, 8 JUNE :25 EFFECTIVE RETAIL CAMPAIGNS Learn from 2016 Solal Marketing Award winners Special Distinction Budgets Under 10K: One Day Only: 50 Shades of Grey Pop-Up Shop Shopping Stadsfeestzaal, Antwerp, Belgium Steven Bervoets General Mall Manager Multi Belgium Management 16:15 KEYNOTE: CREATING THE IDEAL RETAIL MIX Identifying emerging trends in retail An overview of the European headwinds and tailwinds that retailers are facing What are successful European retailers doing to win in today s retail landscape? Mark Dempsey Research Director, Advisory EMEA Planet Retail Special Distinction Innovation Award - Brand Awareness Repositioning: Bairams are Meaningful with your Presence Espark, Eskisehir, Turkey Dr Philipp Sepehr Director Marketing, Research & Innovation ECE Projektmanagement 17:05 CLOSING REMARKS Conference Moderator: Eileen Connolly Managing Director AL Marketing 17:15 END OF ICSC Solal Marketing Awards Jury Chair: João Xavier Head of Mall Management Multi Turkey 19:00-23:00 ICSC SOLAL AWARDS CEREMONY & DINNER Venue: mumok Hofstallung, Vienna ICSC Solal Marketing Awards Jury Vice Chair: Alan Thornton Managing Director AL Marketing Additional fee applies - limited places available! ICSC Member VAT Non-member VAT 15:15 NETWORKING BREAK 15:45 COMMUNICATING IN THE RIGHT WAY What kind of information do customers expect from you? How engaging with your customers incorrectly can have a negative impact Gain insight into the most effective communication channels in the industry 6 ICSC EUROPEAN

7 2017 ICSC Solal Marketing Awards The Awards bring together the very best of retail marketing across Europe and South Africa, recognising best practice and rewarding the most effective campaigns. ICSC Solal Marketing Awards Ceremony Sponsor: THE BIGGEST NIGHT IN VIENNA ICSC Solal Marketing Awards Ceremony & Dinner mumok Hofstallung, Vienna Thursday, 8 June 2017, 19:00-23:00 Get ready for a big night out! Bringing together the who s who in retail marketing, this is THE event where the industry celebrates its outstanding achievements. Join the party at mumok Hofstallung in Vienna s vibrant MuseumsQuartier - the perfect backdrop for the evening s festivities! Limited places available book your ticket now to secure your place!

8 Registration Options Register online with a valid credit or debit card. To pay by invoice, download the registration form. To qualify for the Discounted Member or Next Generation Member fees, each registrant must be an ICSC member. 10% Group Discount Register three or more attendees from the same organisation at the same time to benefit from a 10% discount. Group discounts are not valid for online or Next Generation registrations. Please icsc.europe@icsc.org for more details. Conference Only Conference + Solal Awards Ceremony & Dinner Member Loyalty Fee (until 10 March 2017) Discounted Member fee VAT VAT Advance Registration (until 15 May 2017) Discounted Member fee Non-member fee Next Generation Member fee Standard Registration (from 16 May 2017) Discounted Member fee Non-member fee Next Generation Member fee VAT VAT VAT VAT 1, VAT VAT VAT 1, VAT VAT 1, VAT 1, VAT VAT Next Generation The ICSC Next Generation Member fee is subject to approval. To be considered for this fee, please submit your CV or a link to your LinkedIn profile to: icsc.europe@icsc.org. ICSC 29 Queen Anne s Gate, London, SW1H 9BU, United Kingdom Tel: icsc.europe@icsc.org