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| Saturday, April 10, 2010 | |
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| Registration | |
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| First Timers Reception | |
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| Opening Night Network | |
| This is a wonderful opportunity to reconnect with your industry friends and colleagues over a relaxed setting.
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| Dine Around Saratoga | |
| Sign up at the meeting to eat out with your colleagues at some of Saratoga's fabulous restaurants! More information will follow.
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| Sunday, April 11, 2010 | |
| Registration | |
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| Associations' Business Meeting Breakfasts | |
| CSNE and CSA-NYS will each hold their own business meeting breakfasts to review information of importance to the membership. All members are welcome!
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| Customer Service - How To Keep Customers Rushing Back for More! | |
We all know that the customer is king. In our increasingly competitive business environment, it’s more important than ever to cater to customers’ needs, desires and provide customer service that goes way beyond basic politeness and courtesy. The best and smartest companies are finding that listening to what customers want and delivering on every promise, no matter how small, keeps customers happy and coming back for more. And terrific customer service doesn’t have to break the bank: it’s not about spending more to keep customers happy, it’s about truly understanding the customer experience from a personal point of view.
Additionally, in today’s diverse marketplace, recognizing that not all customers are the same and that needs may differ with cultural values, this session will address key customer insights to best deliver exceptional service.
As a result of this session, you will learn:
Key insights into delivering terrific customer service to the Hispanic customer Presented by: Kelly McDonald |
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| Morning Refreshment Break | |
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| Pop Up Stores | |
| Presented by: Rose Marie Crisalli, Operations Manager, Syracuse University Bookstore |
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| Creating Podcasts to Market Your Store | |
| If you want to join the podcasting revolution, but don't know how to start, this session will show you the way. Come and learn the basics of podcasting using Apple’s easy-to-use iLife '09. You will learn how to create and distribute professional sounding and looking podcasts for marketing the services and products of your Campus Store to faculty, students and staff of your college or university community.
Presented by: Lester Ray, Market Development Executive and Diane Lippa, Higher Ed Development Executive, Apple Computer |
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| How to Market to People Not Like You | |
| “Marketing fitness” requires the same dedication, discipline and training as any other fitness regime. You have to fuel your marketing plans and initiatives with the right healthy ingredients to achieve top performance. One of the most important issues to address within your marketing plan is the new market segmentation. Our marketing environment has become more complex, and consumers have become more sophisticated. No longer does mass marketing and mass media necessarily fit the bill – putting your message out there as broadly as possible and hoping it will hit a majority of your prospects. Diversity marketing is the new norm, and this doesn’t simply mean racial diversity. Diversity comes in many forms: gender, race, age, lifestage, language preference, religion, sexuality, and hobbies or special interests are all ways in which people’s differences are recognized. By recognizing these differences and tailoring your product, message or marketing efforts to reflect consumers’ uniqueness, you are validating the importance of a consumer group. It may seem counterintuitive to focus on differences rather than similarities, but that’s where adding a new “exercise” to your routine can really stretch your marketing muscles and bring incremental results.
As a result of this session, you will learn:
About the hottest new market segments and how they’re shaping culture
The key emotional drivers for important target segments and how your company can leverage those in marketing messages
Which group represents the largest opportunity for your business right now and which group will be your greatest opportunity tomorrow.
Specific strategies and tactics will be discussed for identifying your high-potential prospects and reaching them effectively.
Presented by: Kelly McDonald was named #1 on the list of “26 Hot Speakers” by Successful Meetings magazine. She is a recognized expert on business trends and multicultural marketing. |
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| Prep School Store Issues | |
| In this interactive session, participants will discuss issues of importance to Prep School Stores. Topics may include doing more with less - how have cutbacks affected your store? We will also discuss accounting for the school store and other issues of interest to attendees.
Presented by: Guy Gnerre, Store Manager, Hotchkiss School |
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| Staying Competitive in the Textbook Marketplace | |
| In spite of Internet competition, some stores' textbook departments are still thriving. The presenter will share examples as well as what he has seen stores implement along the way. This session is designed to help stores that feel they cannot do anything in reclaiming textbooks sales!
Presented by: Eric Browning, Territory Manager, MBS |
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| Exhibitor Setup | |
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| Author Luncheon | |
| Shonda Schilling and her husband, Curt, have been married for seventeen years. Shonda is a survivor of melanoma, an experience that led her to create the Shade Foundation of America. Curt is a former All-Star pitcher who has won three World Series titles with the Arizona Diamondbacks and the Boston Red Sox. He is also the founder of the video game development company, 38 Studios. Shonda and Curt are also spokespeople for the ALS Association, raising millions of dollars and significant awareness for Lou Gehrig's disease. They live with their four children, Gehrig, Gabriella, Grant, and Garrison, in Medfield, Massachusetts. In their new book, The Best Kind of Different, Shonda and Curt Schilling, share the story of their son’s Asperger’s Syndrome, how it changed their lives, and what other parents can learn about this increasingly common diagnosis. Candid and compelling, The Best Kind of Different traces their family’s struggle with Asperger’s, following Curt and Shonda as they come to understand their son’s differences and in the process relearn everything they thought they knew about parenting. Shonda received a Bachelors Degree in Journalism from Towson University. She is the recipient of numerous awards and is a frequent commencement speaker. Presented by: Shonda Schilling Presented by: Shonda Schilling |
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| Welcome to the Revolution | |
| The campus bookstore industry is undergoing rapid change. Join us for this discussion as we explore what is happening in the industry, trends, opportunities, and how our stores can best position themselves to be successful in the future.
Presented by: Jay Menninger, Director, UVM Bookstore, University of Vermont |
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| Afternoon Refreshment Break | |
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| Global Markets & Free Trade | |
| Be a partner in Fair Trade, while increasing traffic and sales in your store. The Global Market is just one more way that you can add value to your institution and satisfy the socially conscious buying habits of this generation of college students. Hear how Houghton College Campus Store, which serves 1150 students, grew a two-foot display of Tanzanian handbags and jewelry to a 35 foot Global Market gift department. Merchandise is purchased from a variety of Fair Trade organizations which document the artisan and the flow of money back to the indigenous community. Houghton College Campus Store was a awarded Honorable Mention in the 2008 Innovation Achievement Awards from NACS. See the full story at http://www.nacs.org/public/foundation/recipients.asp and attend the session for more practical ideas on how to get started. Presented by: Phyllis Gaerte, Campus Store Director & Director of Public Events, Houghton College Store |
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| Textbook Rentals | |
| This session will cover how to get started with Textbook Rentals. Learn how one sotres is doing it. Ample time for Q&A will be provided.
Presented by: Darrin Lyons, CCR, Associate Director, CAS and College Store Director, SUNY Cobleskill |
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| Loss Prevention 101: Protect Your Assets | |
| This interactive session will overview the key causes of loss in the college bookstore industry, benchmark your losses against other college bookstores, and present simple strategies for successful loss reduction and profitability improvement. Participants should come to the presentation with their inventory shrinkage results and examples of their own loss prevention “best practices” that they’re willing to share at this session.
Protect Your Assets: Strategies for Success!
Inventory Shrinkage
The True Cost of Inventory Shrinkage
Causes of Inventory Shrinkage (human error, external theft & internal theft)
Shrink Reduction Strategies (addressing the 3 causes of shrinkage)
Physical Security Equipment
The Power of Prevention
Presented by: Candy Stoll, Senior Manager of Loss Prevention Training & Wholesale Services, Follett Higher Education Group |
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| Communicating the Value of Your Independent Store to Your Institution | |
| Attend this session to learn more about the value of institutional stores, ideas on being a successful institutional store, and messages you may want to convey to your administration and leaders on the value of your operation. Presented by: Rick Watson, Manager of College Stores, Ithaca College |
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| Cocktail Reception | |
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| Recognition Banquet | |
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| Monday, April 12, 2010 | |
| Registration | |
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| Breakfast | |
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| Trade Show | |
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| Morning Refreshment Break | |
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| Show Lunch | |
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| Afternoon Refreshment Break | |
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| Show Raffle Winners Announced | |
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| CSA-NYS Business Meeting of the Members | |
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| Reception | |
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| Fun Night Dinner | |
| Join us for a casual evening of good food, great company and lots of fun! Colleagues (maybe even you) will be participating in our What's My Line? game. We will try and guess their hobby or interest. Contact us at 978-250-9847 if you would like to be a contestant!
Presented by: Peg Mead, College Territory Manager, Balfour |
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| Tuesday, April 13, 2010 | |
| "Birds of A Feather, Flock Together" Breakfast | |
| Join your colleagues for these informal round table discussions. Table topics to include:
Large Store (over $3 million annual sales) Issues
Prep and Small Store Issues
Community College Issues
Private Store Issues
Vendor Issues
Topic of Participants' choice at two other tables
You may stay at one table or feel free to get up and sit at another table based on your interests.
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| Using Social Networks to Market Your Store | |
| This session will show you the advantage and disadvantages of using Twitter, Facebook, and blogs as a way to communicate with your customers. It will also show you great resources on the Internet that tie into social networking that will make sharing information on the web easy, fun and interactive with your customers.
Presented by: Bob Carlton, Technology/Trade Book Buyer and Web Site Coordinator, The Skidmore Shop, Skidmore College |
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