Conference Program
Legend Lunch & Kickoff Keynote Presentation: The Story of a Serial Entrepreneur
George Moen, President of Blenz Coffee, proudly describes himself as a "Serial Entrepreneur". With more than 30 years of experience in food and franchising, he specializes in transitioning small businesses into big business success stories. As a socially motivated and motivating individual, George learned that his successes could most often be attributed to support from his long time friends and business contacts. Recognizing that people do business with people they know and trust, he became a proponent of the philosophy that by sharing your rolodex, you have the potential to build deep trust-based relationships.
Return to main page
Breakout Session 1A: Creating a Foundation for Growth
In this session, Mark Wardell, President of Wardell Professional Development, will address questions around growing your business through expansion, franchising, buying your competitors or streamlining your operation. He will offer ideas on how the business can both grow while reducing its dependency on the owner by being more efficient and resulting in bottom line growth. Whether you are thinking about growing your business or about succession planning, this session will help you develop the systems necessary to work more efficiently.
Presentation
Return to main page
Breakout Session 1B: Customer Service
For retailers, customer loyalty is everything. This session will help outline systems or service nets that can provide a strong consistent customer experience. You'll also see the strategies for handling those who slip through that service net and result in disgruntled customers. That's the moment of opportunity when you can be a service hero in offering service recovery that creates customer loyalty for life.
Presented by J. Jeff Kober, CEO of World Class Benchmarking, a former leader of the Disney Institute and author of “The Wonderful World of Customer Service at Disney” and “Lead with your Customer”.
Jeff will also be the keynote presenter for the evening portion of Passion for Retail.
Return to main page
Breakout Session 2A: Harnessing the Power of Your Community
Sometimes, it is easier said than done to get your community through your doors. Hear from regarded retailers that have done this successfully by:
- using social media platforms such as Facebook, Twitter and Blogs in order to grow their business, as well as encourage participation from front line associate to managers to help in this
- conducting regular events that are anticipated by the community and generate significant revenue
- getting involved and giving back to the community, enabling the business to be a pillar of their community
This panel presentation will feature:
As the owner of LaLa’s, a fashion forward gift and accessories store in the heart of Deep Cove, North Vancouver, Kristina Egyed knows that her choice of making retail her profession was the best choice; she loves her days, the people she works with and the world of retail. Her business is also known for its community building (and very profitable) parties. Learn how Kristina has turned the power of her community into retail success. 
Dai Manuel, Chief Operating Officer/Owner, Fitness Town Inc., was led into retail by a passion for health and fitness. Fitness Town specializes in supplying the Western Canadian home and commercial markets with mid to high end fitness equipment and accessories. Through both careful planning, as well as a little trial and error, Dai has begun to master the art of social media retail. Business has grown substantially because of the company's use of twitter, blogs and Facebook.
Heather White & Lori Joyce are the founders of Cupcakes by Heather & Lori. A sweet dream to own a business turned into more than a venture but a booming business that does a lot more than just make cupcakes! They have also chosen many community based initiatives to support with specialized cupcakes of the month and other initiatives. Through their passion for community, they have supported a niche retail idea with real customer backing.
Return to main page
Breakout Session 2B: Designing the Retail Experience
This session will follow a real life retail story of of how retailers Tom and Karinna James went from a vision of what they had for their second location of the Urban Tea Merchant, and how that vision translated to into the overall design and feel of the new location by designer Catherine Youngren.
Tom and his wife Karinna, are founders of a retail concept called The Urban Tea Merchant. Through their passion of the ‘leaf’, entrepreneurial spirits and keen business sense, they are striving to create the most captivating tea experience in the world.
Catherine Youngren is principal of Catherine Youngren Interior Designers Inc., a Vancouver based commercial interior design firm specializing in store and restaurant design. Catherine has worked across Canada, and in the US, Spain, and Beijing, China and over her 40-year career, has designed more than 1500 retail and restaurant projects.
Return to main page
Evening Keynote Presentation: Lead with Your Customer
From the pages of "The Wonderful World of Customer Service at Disney", J. Jeff Kober offers timeless insights from triumphs and disappointments of an amazing dreamer, builder and lifelong entrepreneur. This presentation will re-ignite your passion for service and redefine the importance of remarkable customer service. An event for front line staff, managers and owners alike, Kober will change how you perceive your customer and the opportunity that every individual within an organization has to truly be exceptional within their realm of influence.
Online Registration is NOW CLOSED. TICKETS STILL AVAILABLE AT THE DOOR.
Click here for further details on timelines and conference costs.
