The Psychology of Today’s Customers

Why They Sometimes Turn Left When We Expect Them to Turn Right. Keynote presentation at a client conference of a retail POS system supplier, Hershey, PA.

Thirty Things to Do When Business is Tough to Get

Presentation at the Chicago Merchandise Mart Gift & Home Market, session sponsored by Microsoft Business Solutions.

Challenges of the Future

The Rebirth of Small Independent Retail in America. Presentation at the Beverage & Food Convention and Trade Show in Las Vegas, session sponsored by Microsoft Business Solutions.

Building the Bridge Between Front Store and Rx Sales

Presentation at a national pharmacy chain’s annual conference.

The Changing Face of Retail

Keynote presentation at lottery retailer forums in three cities.

Building Customer Loyalty in a Marketplace of Change

Keynote presentation at a regional conference of petroleum retailers.

Retail Marketing: Five Lessons From Star Wars

Presentation at a retail trade association’s annual conference.

Emerging Into the World of Superior Service

Keynote at a shopping center’s annual general meeting.

Do You Hear Those Christmas Bells?

Keynote presentation for a direct marketing association.

It’s Beginning to Look a Lot Like Christmas

Presentations at regional conferences of a pet food retail chain and at a seasonal meeting of shopping center tenants.

State of the Art: An Update on Internet Retailing

Presentations at a regional conference of the International Council of Shopping Centers and at a national gift show.

Facilitation of General Merchandise Sales, a two-day sales and service training program offered by Harley-Davidson University for dealership staff in Eastern and Western Canada

Facilitation of Effective Retailing, a three-part general

merchandise training program offered by Harley-Davidson University for dealers from Scandinavia at the company’s annual conference and buying show in Orlando.

• Buying and assortment planning

• Merchandise presentation

• Selling skills and product knowledge

Creation of a 189-page manual on Hiring, Retaining and Empowering Employees for a national (U.S.) specialized dealer association; development and presentation of full-day workshops based on the manual for the Canadian association.

Development and presentation of a three-part management training program for the head office and store managers of a regional pet food retailer:

• In Business as in Sports, Coaching Counts (full day)

• Coaching the Profitable Retail Selling Skills (half day)

• Coaching Your Staff in the Appropriate Way (half day)

Development and presentation of a three-day management and customer-service skills program for the regional management team of a convenience store chain:

• Loyalty in a Marketplace of Change

• Building Trust in Three Dimensions

• Adding Power to the Service Team

• Leadership that Matches the Need

Facilitation of seven management-training programs aimed at increasing the level of management skills and customer service in a group of convenience stores.

Writing the script and supervising the taping of an orientation and training video for new hires of a petroleum retailer.

Presentation of full-day selling skills workshops on tour for Microsoft Canada and a half-day version of the same program on tour for Microsoft U.S.

Presentation of selling skills workshops for the managers and staff of a multi-store retail group (clothing, gifts, hardware and housewares).

Presentation of selling skills workshops for the managers and staff of a retail pet food chain.

Co-authorship of the best-selling retail resource Start and Run a Retail Business, published in both Canada and the U.S. by Self-Counsel Press. The book has been translated into Indonesian, Russian, Chinese and Spanish (for South America), and a special English edition is marketed in India.

Creation of the concept, writing of the funding proposal and development coordination of Skills Now Retail, a large-scale training initiative for the Province of British Columbia. Also included the creation of all workshop materials, leader’s guides and marketing materials for this ground-breaking program that delivered 60 full-day workshops in 22 cities.

• Advertising and Marketing Cost Effectively

• Keeping Control of Your Inventory and Cash Flow

• Finding, Hiring and Motivating Good Sales Associates

• Managing Efficiently Through Retail Technology

Development of a Marketing and Operational Strategy for a destination gift shop. Identification of 10 ways in which the business can increase its productivity and profitability; execution of the redesign and remerchandising of the store to kick-start the implementation of our recommendations. The project covered customer feedback, identity issues, staff productivity, target marketing, inventory management, buying and selling, merchandising and display.

Facilitation of a two-day retreat with a regional management team to develop an Area Representative job description for a convenience store chain.

Co-writing, editing and production for 10 years of a bimonthly magazine for a regional merchants’ association.

Writing and production for five years of Retail Employer, a bi-monthly guide to informed staff management for a regional merchants’ association.

Co-writing and production for two years of bimonthly online newsletters on inventory, marketing, staffing and technology for a regional merchants’ association.

Creation, production and promotion strategy for seven workshop tours (total of 60 workshops) for a regional merchants’ association:

• Meeting the Challenge of Wal-Mart, seven cities

• Marketing Through Relationships, seven cities

• Profiting Through Retail Technology, 11 cities

• Profitable Retail Selling I, nine cities

• Profitable Retail Selling II, 11 cities

• Profitable Retail Buying, eight cities

• Profitable Retail Selling III, seven cities

Baking Association of Canada

Bakers Journal (Annex Publishing & Printing)

Bata Limited

Beverage & Food Convention and Trade Show, Las Vegas, NV

Bosley’s Pet Food Plus

B.C. Direct Marketing Association

British Columbia Lottery Corporation

Chicago Gift & Home Market, Chicago

Chico’s FAS

Country Club Center

CRS Retail Systems User Conference in Hershey, PA

Deeley Harley-Davidson Canada for Harley-Davidson University

Dunham division of New Balance

Harley-Davidson Dealer Conference, Orlando, FL

Hearth, Patio & Barbecue Education Foundation

Hearth Products Association

Industrial Revolution

International Council of Shopping Centers

J.C. Williams Group Ltd.

Metro Department Stores, Singapore

Microsoft (Profitable Retail Selling tour for Microsoft customers in the U.S. and Canada)

Mouat’s Trading Co. (Old Salty gift shop)

Oakridge Centre

Pharmasave National

Pioneer Petroleums

Province of British Columbia

Retail Merchants’ Association of B.C.

Retail Performance Group

Royal Doulton

Service Quality Center, Singapore

Shell Canada Products

Silcorp Ltd. (Mac’s Convenience Stores)

TYR Sport Inc.

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