Opening Keynote - Legends Ballroom
Service That Rocks
This keynote session is geared toward highlighting best practices to revolutionize a company's service approach. It's going to be high-energy and chock-a-block full of ideas, stories and examples, all while immersed in the spirit of rock 'n roll.

Keynote Speaker:

Jim Knight Former Training & Development Executive | Hard Rock International With 30+ years experience, Jim Knight cut his teeth in the training field through the hospitality industry. He eventually became the head of the School of Hard Rocks, running point on all global training and development functions for Hard Rock.

General Session - Legends Ballroom
Retail Around the World
Dr. Chris Petersen had a rare opportunity in 2012 to travel around the world working with a wide variety of technology retailers and vendors. His session will provide a comparative overview of retailing best practices from a variety of countries and continents, including Africa, Asia, Australia, India, Middle East, South America and Europe. The session will employ a diverse collection of store photos to illustrate the retail trends, challenges and retailer dynamics on each continent. 

Presenter:

Chris H. Petersen, PhD. Founding Senior Partner/CEO | IMS Results Count Dr. Petersen has 3 decades of experience as a strategic retail consultant, who has built a legacy of facilitating performance improvement for both retailers and Fortune 500 consumer products companies.

General Session - Legends Ballroom
High-Tech, High-Touch Customer Service
In this presentation based on his latest bestseller, Micah Solomon explains how to build customers for life in this age of social media, self-service, global competition, and endless distractions. Includes hands-on experience, best practices, and culture-building insight from Apple, Google, The Ritz-Carlton, Zappos, Four Seasons, and more.

Presenter:

Micah Solomon Author & Consultant Micah Solomon is a top keynote speaker, author, and consultant on customer service, 21st-century marketing, company culture, and more. To quote Apple co-founder Steve Wozniak, “Micah Solomon conveys an up to the minute and deeply practical take on customer service, business success, and the twin importance of people and technology.”

Presenter:

		Kacy Cole Tommy Bahama Kacy Cole is Director of Consumer Marketing at Tommy Bahama, championing an integrated customer strategy across the organization. She boasts a track record of growing business through product management, integrated marketing and brand innovation.
		James Tenser VSN Strategies James Tenser is an analyst, author and consultant specializing in shopper-centric business strategy, research and content marketing for the retail, services and consumer goods sector. He is a Braintrust commentator on RetailWire.com. Since 1998, his advisory practice, VSN Strategies, has served a diverse clientele of brands and solution providers.

Presenters:

		Jeff Fromm Executive Vice President | Barkley Jeff Fromm is EVP at Barkley, a fiercely independent ad agency with offices in Kansas City, Pittsburgh and Boulder. Its clientele includes Applebee's, Quiznos, On the Border and Krispy Kreme. Fromm has 25 years of brand marketing experience and a degree from The Wharton School at the University of Pennsylvania. He led the Millennials research partnership between Barkley, The Boston Consulting Group and Service Management Group. He is the founder of Barkley's Millennial Marketing Conference, www.sharelikebuy.com, the lead editor of their Millennial trends blog, www.millennialmarketing.com and co-author of Marketing to Millennials: Reach The Largest and Most Influential Generation of Consumers Ever.
		Megan Farrell Ragsdale Director of Customer Experience | Sony Megan Farrell Ragsdale joined Sony Electronics to build the company’s first sustainable innovation program and later was tapped to lead the customer experience transformation of the Sony Direct retail channel. In this role, Megan leads a team of innovative, creative guest experience professionals that focus on the Concierge personal shopper experience, the in-store guest experience, marketing and events, business transformation though sales and leadership development and all voice of customer activities. Megan’s team works across functions and business units, and centers all of its work on delivering an easy and enjoyable experience that exceeds the expectations of Sony Store Guests.
		Shelly Spritzer Marketing Manager, Emerging and Wholesale Solutions | Sprint Shelly Spritzer's organization works with various industries to create mobile experiences that transform the way we work and live. Approaching mobile in this perspective allows industries to unleash the power of the most important screens in history which drives revenues streams, increase shopper loyalty and builds brand integration in the mobile experience.

• Customer service training
• New merchandising strategies
• Mobile payments and mobile POS
• Digital signage and in-store media
• Brand execution and compliance
• Retailing to Millennials

Closing Keynote - Legends Ballroom
Getting Clued In to Experience Management
Based on his best-selling book, Clued In – How to Keep Customers Coming Back Again and Again, Lou Carbone’s presentation is filled with examples of companies who have leveraged experience management and succeeded, and companies who have failed to embrace customer experience and all but disappeared. He unravels the riddle that is human experience and shows us how to tap into its power to create stronger relationships and more loyal customers. Your customer cannot “NOT” have an experience, so learn how to make it a memorable one.

Keynote Speaker:

Lou Carbone Founder & Chief Experience Officer | Experience Engineering, Inc. Hailed as the thought leader who launched the customer experience movement, Lou Carbone is an expert in experience value creation. He has been a leader in the experience management revolution for over two decades. His 2004 best seller, Clued In: How to Keep Customers Coming Back Again & Again (recipient of Fast Company Reader’s Choice Award) is a must read for anyone hoping to understand the discipline.