Focus Business Management Institute is proud to announce that we will be a sponsor of the Centurion2012 Show being held at the Phoenician Hotel and Resort in Scottsdale, AZ from January 29-31, 2012.
Sunday Education
Ground Rules for Winners
Joe Torre
Sunday, January 29th, 8:00 am – 9:00am, Camelback Ballroom
Introduction by Centurion Retail Advisory Board Member Mark Motes, Smyth Jewelers
SESSION DESCRIPTION
The most respected manager in baseball today, Joe Torre shares his individual and organizational secrets of success, sacrifice, communication, trust and dealing with adversity.
Drawing on his years of experience in the corporate microcosm that is professional baseball, Joe Torre shares his wisdom on the universal concerns of all managers ─ handling tough bosses, dealing with both setbacks and success, earning the trust and respect of the team and forging a diverse group of individuals into a cohesive unit with a willingness to make the sacrifices necessary to win.
Torre led one of the most fabled franchises in sports history, the New York Yankees, for 12 years, and now manages the Los Angeles Dodgers. During his tenure with the Yankees, the team won six American League Pennants and four World Series Championships. For all of his success, Torre remains down to earth, good-humored and practical in his approach to leadership and success.
Torre is the author of three books including The Yankee Years (2009), which details his trials and triumphs as the manager of the Yankees. In 2009, Sports News named Torre one the 50 greatest coaches of all time.
BIOGRAPHY
Few personalities in baseball history have earned the level of respect accorded to former Los Angeles Dodgers and New York Yankees skipper Joe Torre. As a player, Torre was a nine-time All-Star and the 1971 NL MVP Award winner. As a manger, Torre led his various teams to over 2,000 wins. Most notable is his success with the Yankees where he won nearly 1200 games, 12 straight playoff appearances, four World Series Titles, and was twice named AL Manager of the Year.
Managing High-Earning Sales Associates Without A Salary Cap
Panel Discussion
9:00 am – 10:00am, Camelback Ballroom
Introduction by Centurion Retail Advisory Board Member Cathy Eastham, Cathy Eastham Fine Jewelry
Moderator: Terry Chandler, Diamond Council of America
Panelists: Bruce Bucky, Hildgund; BJ Nichols, Reis Nichols; John Von Bargen, Von Bargens
SESSION DESCRIPTION
Managing sales associates today is a challenge for any jeweler. For prestige jewelers, the situation may be especially challenging when the sales associates have no salary cap.
Join this amazing panel of retailers as they discuss these stellar sales associates: how they found them, how they train them and how they manage them on a day to day basis. Find out how they motivate and reward these top earners.
These sales associates are the super-stars of their team, but they are not the entire team. Learn how these top jewelers manage their star players along with the rest of the team. Hear what strategies work – and which ones don’t – and why.
Terry and his savvy panel will explore this subject from all angles, so get ready for a morning of investigating great leadership and super-star salespeople. You’ll take home a fresh perspective on this subject, along with useful strategies you can implement in your own store.
MODERATOR BIOGRAPHY
President/CEO of the Diamond Council of America, Terry’s retail jewelry career began in Paducah, Kentucky as a trainee for what was then a small family-owned chain. In his career, Terry has been involved in every aspect of the retail jewelry industry including training, operations, development, management, distance education and association management. During his tenure, the DCA has become one of the industry’s leading education and training resource with over two hundred members representing over four thousand retail jewelry stores in the US and Canada.
Monday Education
Social Media from A to Z
Randi Zuckerberg
Monday, January 30th, 8:00 am – 9:00am, Camelback Ballroom
Introduction by Centurion Retail Advisory Board Member Rita Marshall, Marshall’s Jewelers
SESSION DESCRIPTION
No one knows social media like Randi Zuckerberg. The former Facebook marketer shares her insider
knowledge and offers you a unique perspective on the Internet and how social media can affect your business.
Join Randi for this special session as she covers Social Media. She’ll share everything she knows about successful marketing campaigns from her experiences inside Facebook. She’ll talk about building a company – and how the early days of FaceBook built a company that fosters creativity and innovation.
Randi will show you how to make the most of FaceBook, while also leveraging all the other exciting platforms out there.
Also, Randi will share the top ten trends she sees for social media the next 12 months! Don’t miss this smart session, geared to help you strengthen your company’s social media outreach.
BIOGRAPHY
Randi Zuckerberg ran marketing at Facebook for six years, where her team led the company’s U.S. election and international politics strategy, launched the live streaming industry with her media partnerships around the U.S. Presidential Inauguration, and was nominated for an Emmy Award in 2011 for her innovative TV/online coverage of the 2010 mid-term elections. In August 2011, Randi left Facebook to start R to Z Media, a new type of media platform that will be launching later this year. Randi holds a bachelor’s degree in psychology from Harvard University.
Social Media and Your Business
Panel Discussion
Monday, January 30th, 9:00 am – 10:00am, Camelback Ballroom
Introduction by Centurion Retail Advisory Board Member Susan Eisen, Susan Eisen Fine Jewelry and Watches
Moderator: Randi Zuckerberg, R to Z Media
Panelists: Daniel Gordon, Samuel Gordon Jewelers; Colleen Rafferty, Christensen & Rafferty Fine Jewelry; Kimberly Adams Russell, Frank Adams Jewelry
SESSION DESCRIPTION
Everyone wants to know what social media strategies work for jewelers – and why. After Randi’s session on social media, you’ll be treated to a panel discussion led by Randi and featuring three sharp jewelers who use and understand social media to connect with their customers.
We know you have many questions regarding social media: Do these social media strategies really result in more sales? Do they offer better name recognition? What about exposure to potential new customers? How much time and effort does it really take to build and keep a social media presence? Who handles that in a retail jewelry store? Find out the answers to these questions and so many more as these trailblazers share their social media stories with you.
Social media continues to be a hot topic as more and more jewelers enter this arena. You find nuggets of information in this session that you can take home and put to good use to enhance your own store’s social media strategy.
Tuesday Education
How to Succeed in a Changing Environment
Martin Rapaport, The Rapaport Group
Tuesday, January 31st, 8:00 am – 9:00am, Camelback Ballroom
Introduction by Centurion Retail Advisory Board Member Sean Moore, Borsheims Fine Jewelry and Gifts
SESSION DESCRIPTION
U.S. retailers must adapt to a changing economic and social environment. The disappearing middle class in being replaced by wealthier consumers who will want the best jewelry.
Traditional ways of selling diamonds are being challenged by sophisticated price sensitive consumers who know what they want and where to get it. Supplies of diamonds will be become tight and expensive as rapidly expanding foreign demand from India, China and the Pacific Rim consumers make their presence felt.
Companies that reinvent themselves will do well. Join Martin at this special presentation as he takes a look at what this changing and challenging environment will mean for your business.
BIOGRAPHY
The Rapaport Group is an international network of companies actively involved in key aspects of the diamond and jewelry industry. It was founded by Chairman Martin Rapaport, who began his career in 1975 as an apprentice diamond cleaver in Antwerp. In 1978, he established the Rapaport Diamond Report. In 1982, he founded RapNet, today’s largest online diamond trading network. Rapaport Group services include the www.diamonds.net portal. The Rapaport Group is a primary advocate of free, fair, efficient and competitive diamond markets.
“The Customer Is Always Right”
Joy Baldridge
Tuesday, January 31st 9:00 am – 10:00am, Camelback Ballroom
Introduction by Centurion Retail Advisory Board Member Cindi Earl, Cindi Earl All The Best In Fine Jewelry
SESSION DESCRIPTION
Really, is the customer always right?
Or do you perhaps work with customers who take advantage of that philosophy?
Joy will share her thoughts – and strategies – on this important topic.
In this insightful session you will learn a specific list of words and phrases that are persuasive and powerful. You will also leave with a list of uncommon questions to ask to further the success of a sale.
You will have an opportunity to practice and perfect essential communication skills that will make each interaction lead to a win/win experience. You will discover a Ju-jitsu approach to handling challenging customer requests.
Connect with Joy during this session as she delivers her message in a dynamic, meaningful and entertaining way! You’ll leave with your own answer to the enduring question, “Is the customer always right?”
BIOGRAPHY
Joy is a renown self-management expert who helps the best companies in the world become even better. She began her speaking and training career at birth. Her parents founded the Baldridge Learning Center in 1956. Her first official speaking engagement was at the White House, at the age of 19. She got there by cold calling the president. In 1992, Joy founded Baldridge Seminars International, a professional development organization that focuses on management, leadership, sales, communication and priority management skill development.
Retailer Roundtables
Retailer Roundtables
(Sun/Mon/Tues except as noted) 7:00 – 8:00am, Camelback Ballroom
Always a must-attend, Retailer Roundtables start each morning off right. Join our experts and your fellow retailers for coffee, breakfast and conversation and take home new friends, new ideas and new solutions to your everyday challenges. Each Retailer Roundtable will run every morning of the Show, except the last two as noted. We’ll put the coffee on – see you in the AM!
Advanced Internet Social Marketing
Shane O’Neill, Fruchtman Marketing
Go beyond “How to Set up a Social Media Page,” and explore how various digital media strategies work in tandem to drive traffic, create an audience and produce a customer. Join Shane to find real solutions to expand and grow your customer base. This table offers an advanced look at the past and the present plus how the future of Social Marketing affects your business strategy.
Amazing Customer Service
David Peters, Jewelers of America
Real customer service continues to set you store apart and keep your customers happy. It’s about caring, understanding, anticipating and fulfilling your customer’s needs and desires. Talk with David and learn how to deal with customers who have a relaxed conscience; the customer’s perspective of customer service; how to build a customer service action plan and much more!
Analyzing Your Inventory
Don Greig, Focus Management
A successful jewelry business can always show improvements in inventory and sales. Join Don as he offers you a by-the-numbers look at your current inventory. He’ll provide you with new insights on inventory management and take your questions. After this session, you’ll look at your reports with fresh eyes, resulting in better stock turn, additional sales, and increased profits.
Keeping the Best Employee Talent
Jon Parker, Debbie Dern, DJP Executive Search
Get motivated with Jon and Debbie as they discuss employee talent: finding and hiring salespeople that sell; keeping your key salespeople motivated; getting a new employee ready for the sales floor; and evaluating your current staff; and a variety of other topics. Bring your hard-to-solve questions with you and find real world answers to take back to your store.
Palladium Power
Kate Peterson, Performance Concepts and Chris Ploof, Chris Ploof Designs
Join Kate and Chris as they share their knowledge about palladium. Kate will cover features and benefits, consumer awareness and sales training information. Chris will deal with the technical side, dispelling the myths of serviceability: bench, casting, fabricating, etc. Become familiar with this unique metal so you’ll be palladium-ready.
Platinum Profits
Kevin Reilly, Platinum Guild International
Sit down with Kevin for an in-depth look at how platinum performs in your showcase and on your P&L’s. You’ll be inspired to think about platinum in a new way: to change the methods you use to analyze profitability and re-prioritize how you sell engagement rings. You’ll also find out how best to connect with your millennial bridal customer.
Smart Security
John Kennedy, Jewelers Security Alliance
Explore security concerns with John as he offers smart tips and strategies to reduce risks from burglary, robbery and theft. He’ll look at security from alarms to RFID applications to security training, as well as personnel and procedures. He’ll share technological innovations suitable for the prestige jeweler. He’ll also have a checklist of issues to help make your business safer.
The Profitable Custom Shop
Darrell Warren, Stuller
Prestige jewelers today are finding smart profit centers through their own custom shops. Join Darrell as he looks at the profitable custom shop from start to finish, from the right equipment to the best supplies to the savvy bench jeweler. He’ll also talk about how to train your salespeople to work in tandem with the shop, increasing sales and profits.
SUNDAY ONLY RETAILER ROUNDTABLE
The Art of Buying From Your Customer
Craig Miller, Circa
Buying jewelry from your customers at the right price is an art. Connect with Craig and learn the details: the basic steps, the right attitude to put your customers at ease, and how to make the buying process easy and enjoyable for your customers. Create an easy, friendly buying experience that will have them returning again as well as referring their friends.
TUESDAY ONLY RETAILER ROUNDTABLE
“The Customer Is Always Right”
Joy Baldridge
Sit down with Joy and get ready for the variety of challenges that come your way each day as you sell to and communicate with your customers. Enjoy some one-on-one time with this master communicator (before her session later on Tuesday morning) and pick up some smart tips and tricks to be the very best communicator you can be in all your daily dealings.
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