Why Zappos Customer Service Remains 'Low Tech' May 19, 2011

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While Lord & Taylor EVP of Merchandising Elizabeth Rodbell sees growth in reaching out to customers through social networking sites like Twitter, Fred Mossler of Zappos maintains that the best channel for customer engagement is still the telephone. "Any time that you can take a call from your customer and have five to six minutes of their undivided attention, it's an amazing way to build your brand," he says.

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What's in Store: Revolutionizing Retail

Tarek Hassan, President, The Tannery
Fred Mossler, Zappos.com Inc.
Elizabeth Rodbell, Executive Vice President, Merchandising, Lord & Taylor
Ron White, Chief Executive Officer & Creative Director, Ron White Shoes
Matthew Rubel, Chairman, Chief Executive Officer & President, Collective Brands Inc.

Coming off a very strong 2010, this year's event will focus on providing brands and retailers with the tools needed for continued growth across channels and across the globe. The Footwear News CEO Summit will combine high-profile keynote presentations with intensive interactive working sessions and a strong focus on key industry issues including:

* The latest on the international front
* The return of luxury
* Developing multi-brand strategies
* What department store merchandise managers really want
* Getting digital (including social media) right