“What kind of relationships can I build that will give me lifetime value out of my clients, no matter what channel on, which location they’re shopping in, or how they’re experiencing our brand?”

The modern shopper gravitates towards retailers with intentional experiences and strong values. Global brands need to balance consistency with local relevance to meet these demands.

Theory, a contemporary fashion retailer, started as a local New York brand, but has quickly risen to worldwide success with over 400 locations spanning the globe. A major driver of their success is their emphasis on equipping their talent to understand and engage with the evolving consumer.

In this Retail Masterclass, Theory’s Director of Global Learning and Communications, Katie Walker, explains how to tell a global brand story and how to use your stores to personalize the broader omnichannel experience.

The 8 things you’ll learn are:

Customers have stopped seeing a line between digital and physical channels. They flow seamlessly between them and gravitate towards brands that can do the same. Indigo has grown from a bookstore into a destination brand known for customer-centric experiences that transcend channels and build loyalty. Andrea Limbardi, Indigo’s Chief Customer and Digital Officer, has been with the brand for 20 years and has played a critical role in its evolution. In this masterclass she shares her insights on the retail market and explains: