IHT 67

67th International Retail Summit

SOLD OUT – Radical Customer Centricity: Why Retail Is All About Service

SOLD OUT – Radical Customer Centricity: Why Retail Is All About Service

Picture: NTT DATA Corporation


Omnichannel. productivity per square metre, self-checkout, call center bots – could be of yesterday’s concern, soon. Even today, it’s not products that win customers over, but services. Who is most accommodating, who delivers quickest, who has the simplest payment system, which technology-tools provide real added value? And who knows me so well that every offer they send me is relevant?

The retail formula from now on is: service is twice as important as products. The winner is whoever has the most direct access to the consumer – whether it’s a media corporation, brand manufacturer or online platform. Amazon is competing with Instagram and Miles and More at the gates of classic retail models. The classic supply chain is being broken down into individual stages and put together again around the user.

This raises the following questions which we are going to discuss at the 67th International Retail Summit:

  • Who is best-prepared for this new customer world?
  • From customer to networked user: which services will win?
  • How much should we still invest in the old world, is the constant renovation of shopping malls still worthwhile?
  • Will unprecedented consolidation threaten retail?

Thursday, 7 September, 10.00 – 17.45

Welcome Coffee

David Bosshart (CH), CEO, GDI Gottlieb Duttweiler Institute
From Customer to User: Why Retail Is All About Service

Chris Sanderson (UK), Co-Founder, The Future Laboratory
Retail Futures: The New Customer

Daniel Grieder (NL/CH), CEO, Tommy Hilfiger Global and PHV Europe
The Right Mindset: Moving at the Speed of Innovation and Digitalisation<


Tiziana Primori (IT), CEO, Eataly World
From Supermarket to Theme Park: The Next Revolution in Food Experience

Herbert Bolliger (CH), Chief Executive Officer, Federation of Migros Cooperatives
Customer in Focus: Learnings for the Future

Markus Kaser (AT), CEO, Interspar Austria
The New Retailer: How Customers Become Guests


Willy Oergel (DE), CEO, E. Breuninger
Comparison Trap: Differentiation Through Service

Nick Brackenbury (UK), CEO, NearSt
From Click to Mortar: Why Physical Stores are the Future of Online Shopping

Conversation with Nick Brackenbury and Thomas Herbert (CH), CEO, Globus
Tomorrow's Department Store: Store Without Goods, Goods Without Store?

Amber Case (US), Fellow at Harvard University, Visiting Researcher at MIT
Calm Technology: When Devices Make Us More Human

Flying Networking Dinner
Shuttleservice: Transfer to Hotel Sedartis and Thalwil train station

Friday, 8 September, 09.00 – 13.00

Stéphane Garelli (CH), Professor, IMD Business School and University of Lausanne
The World in Reset Mode: A Competitiveness Outlook for 2018 and Beyond

Josie Cartridge (UK), Customer Director, River Island
Get Personal: Engage Your Customers

Christian Viatte (CH), CEO, Mila
Crowd Service: When Your Neighbour Sets Up Your Smart Home


Charlotte Kenny (UK), Head of Fan Services, Arsenal
Emotions Management: Why Football Fans Are More Than Customers

Patrick Schrems-Moreira (DE), Global Director Retail Concepts / Innovation & Strategy, Adidas
Shop-Transformation: How Customers Become Humans

Farrah Hamid (UK), Co-Founder, Prettly
Beauty at Your Doorstep: How a Platform Transforms the Salon Experience

Mario Sixtus (DE), Journalist and filmmaker
Recommendation Algorithms: New Adventures and Anecdotes!

Networking Lunch



Herbert Bolliger

Chief Executive Officer of the Federation of Migros Cooperatives (MGB) for the last twelve years. A graduate in business administration, he has held various positions in over 30 years at Migros, including head of Migros Aare, the largest Migros cooperative.

Daniel Grieder

CEO, Tommy Hilfiger Global and PVH Europe. Daniel Grieder has over 30 years of international experience as managing director, founder, president and CEO. As part of the pan European launch of Tommy Hilfiger in 1997, Grieder introduced the brand in his native home of Switzerland and Austria. On July 1, 2014, Grieder became CEO, Tommy Hilfiger Global, in addition to his continued role as CEO, PVH Europe.

Amber Case

Fellow at Harvard University’s Berkman Klein Center for Internet and Society and a visiting researcher at MIT. Amber Case studies the interaction between humans and computers. She was named one of National Geographic’s Emerging Explorers and featured among Fast Company’s Most Influential Women in Technology.

Chris Sanderson

London, UK, www.thefuturelaboratory.com/uk

Co-founder of trend consultancy The Future Laboratory. Chris is a SuperBoard member of The British Fashion Council’s Fashion Trust.

Stéphane Garelli

Lausanne, Switzerland, www.garelli.ch

Stéphane Garelli is a world authority on competitiveness. Professor at IMD (Institute of Management Development) in Lausanne, closely connected to the world of business. He was Managing Director of the World Economic Forum and of the Davos Symposium for many years. Stéphane reads today’s global economic picture better than anyone else. Presentations challenge people to think ‘outside the box’

Tiziana Primori

CEO of Fico Eataly World, the first agri-food park for Italian food and wine. In May 2015, she was awarded the Women CEO Award “Le Tecnovisionarie”, destined to women whose work contributes in developing sustainable innovation in the community. Primori is also Director of Coop Alleanza 3.0 – the largest Italian consumer cooperative.

Willy Oergel

CEO of Stuttgart-based German department store retailer Breuninger. Oergel started his career in the hotel sector, where he had been a director with Steigenberger Hotel company before joining Breuninger in 1984.

Charlotte Kenny

Head of Fan Services at British football club Arsenal. Before joining Arsenal, Charlotte Kenny was Head of Customer Experience at Nationwide, the world's largest building society, and supervised customer relationship and branding for energy supplier EDF Energy for 14 years.

Josie Cartridge

Customer Director of fashion brand River Island. Josie Cartridge began her career in fashion as a model and later worked as clothing marketing manager for Sainsbury's, developing and managing the launch of Sainsbury's first own label clothing brand - Tu. In 2010, Cartridge joined River Island as Marketing Director, and then promoted in January of 2016 to Customer Director.

Nick Brackenbury

Co-founder and CEO of NearSt. The London-based ecommerce start-up aims at making the local shopping experience easier than online shopping. Before founding NearSt Brackenbury worked for Ogilvy.

Patrick Schrems-Moreira

Global Director Retail Concepts / Innovation & Trend for sports brand Adidas. Before assuming this position in 2014, Schrems-Moreira worked as project manager and communications manager for Adidas. He began his career as a consultant for the business consultancy Weissmann & Cie.

Farrah Hamid

Co-founder of Prettly, a London-based startup, which offers beauty treatments that are delivered to homes and offices. After working in the PR and marketing field for several years, Hamid received her MBA from London Business School in 2014 and became a co-founder in the business soon after.

Christian Viatte

CEO of Mila, an online broker for local tech-experts. After his business information studies, Viatte worked for an internet startup and for Swisscom. In 2011 he became Head of Business Development & Innovation for the telecommunications provider and together with his team set up the company's innovation hub.

Markus Kaser

Markus Kaser is Chairman of the Board of Directors of INTERSPAR Austria, a leading hypermarket operator in the country. Kaser has a degree in business administration and is responsible for the most successful large-scale Austrian trading company, with approximately 10,000 employees and more than EUR 1.6 billion in revenue.

Thomas Herbert

CEO of Globus. Before joining Globus, Herbert had worked for ten years as co-owner and CEO for Schild. During this time he restructured and repositioned the company. Herbert did his apprenticeship with Globus and already had worked there for ten years before startinng his career at Schild.

Mario Sixtus

Journalist, author and filmmaker. The focus of his works are current developments on the Internet, in net-culture and net-politics. His articles appear in the German newspapers "Die Zeit", "Frankfurter Allgemeine Sonntagszeitung", "Handelsblatt", and in the "Focus" magazine. Sixtus received the Grimme Online Award and the Lead Award for his web video series "The Electric Reporter".

David Bosshart


Dr. David Bosshart is CEO of the Gottlieb Duttweiler Institute for Economic and Social Studies. Dr. David Bosshart holds a PhD in philosophy, is the author of numerous international publications and sought-after speaker worldwide. His work focuses on the future of consumption, societal transformation, digitisation (human-machine), management and culture, globalisation and political philosophy.

Reto Brennwald

TV journalist, filmmaker and media trainer. From 2008 to 2011 Reto Brennwald presented SRF's politics programme "Arena". Prior to that, he had been moderator of the "Rundschau" for seven years. Reto Brennwald has been active in the electronic media sphere for 25 years. In 2015 he founded the Talk&Film GmbH for communication, moderation and film production.


7 September - 8 September 2017

2 days, 1 person: Full price: CHF 2300
2 days, 2 or more persons: Full price: CHF 1950 / person
1 day, per person: Full price: CHF 1400
Price for startups: 1 day: CHF 450  2 days: CHF 600 (Discount code on request: iht@gdi.ch)

20% early-bird discount until 31 March 2017
10% early-bird discount until 31 May 2017

Payment in advance. Reduced fees apply when more than one participant from the same company register at the same time. Any subsequent participants registered separately will be invoiced separately. The conference fee includes all food and beverages (and VAT). Participants registering less than two weeks before the event can pay by credit card only.

Gottlieb Duttweiler Institut
Langhaldenstrasse 21
8803 Rüschlikon

German/English (simultaneous interpretation)

Changes to the programme
The programme is subject to change. If an event does not take place, fees will be refunded. Further claims are ruled out.

If you are unable to attend, please let us have your cancellation in writing. The fee will be reimbursed on cancellation thirty or more days before the event. After this term and until five full working days prior to the event we will charge 75% of the fee. In the event of later cancellations we will charge the full participation fee. Substitute participants welcome.

Hotel reservation
To benefit from special rates, please use the following email adresses and refer to the following code: IHT2017
Hotel Sedartis, Thalwil: info@sedartis.ch
Hotel Belvoir, Ruschlikon: info@hotel-belvoir.ch

There will be a free shuttle bus service between the GDI and the Hotel Sedartis Thalwil and Thalwil train station.


IHT17 Daniel Grieder GDI

The most important facts from the GDI International Retail Summit 2017

How do customers become fans? What keeps department stores from becoming extinct and how does customer data help to provide perfect service? Retail experts provided answers at the GDI International Retail Summit. A summary.

Learn more


The Spin