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ICX Summit / Tuesday / September 12, 2023 / 11:15 AM

Creating a More Inclusive Experience

Keeping the needs of all customers top of mind is important when designing your brand's physical space, but it's easier said than done, considering those needs differ from person to person. This panel, however, reveals findings from a recent study that not only defines inclusiveness in the context of the retailer or bank branch's physical design but also explores how specific design elements contribute to creating an inclusive or exclusive customer environment as well as how various visual communication tools and digital touchpoints hinder and improve inclusiveness for diverse customer groups. Lastly, the group shares stories about how inclusive retail store design initiatives impact customer satisfaction, employee satisfaction, customer advocacy and engagement.


Jan Coonley | Executive Vice President, Chief People & Diversity Officer | Heritage Bank of Commerce
EJ Kritz | EVP, Training & Customer Experience | apc – powering the human experience
EJ Kritz is a seasoned strategist, trainer, and keynote speaker with extensive experience working for some of the finest brands in Financial Services, Retail, Call Center, Franchising, and Media. As the Executive Vice President of apc's Training, EJ supports banking organizations of all sizes to build and deliver world-class training solutions focused on such critical topics as Customer Experience, Leadership, Management, Needs-Based Sales, Employee Engagement, Problem Resolution, and more.
Chris Stamper | SVP of Strategy, Transformation & Business Development | Hudson's Bay
Chris Stamper is currently Senior Vice President, Strategy, Transformation and Business Development with Hudson’s Bay. Previous to that Chris was the Interim leader of Marketing Technology, Analytics, Media, Targeted Marketing, and Marketing Operations for HBC. Chris works directly with the Executive team and business units to lead strategy operations, acts as a strategic thought partner for the omni Hudson’s Bay business including Zellers, identifying strategic opportunities to help drive the evolution of the business, accelerate results and reach HBC’s customer. Chris is known for leading transformative change in dynamic and fast paced environments to set businesses up for short term and long term success. Chris is a recognized champion, advocate and ally for diversity and inclusion. His people first approach attracts top talent, enables teams to develop and grow and drives strong followership. Chris is a former Senior Vice President with TD Bank. Chris held a number of progressively senior roles in a variety of areas across the bank.

Jean-Pierre Lacroix | President | SLD
With over 30 years of industry experience, Jean-Pierre Lacroix has garnered a reputation as a visionary design thinker, strategist, author, and speaker. Through an unwavering focus on future-proofing brands, Jean-Pierre is driven to produce measurable results through strategic insights that help brands own the at-purchase moment. Since the opening of Shikatani Lacroix Design (SLD), Jean-Pierre has grown his company into one of the most respected multi-disciplinary strategic design agencies in the world. Along the way, he has served as a board member of numerous associations and councils, as well as authored four books: The Business of Graphic Design, Belonging Experiences, Desire by Design, Think: The Future of Retail Banking, and most recently, Think: Inspiring the Future of Retail.
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