Schedule At-A-Glance

Friday, July 18
1pm – 6pm	Registration
5pm – 8pm	Welcome Reception/Exhibits
Saturday, July 19
7am	Registration
7am	Continental Breakfast
8am – 8:55am	General Session – Welcome Christopher Warzynski, Beyond Hello, Inc. President, MSPA North America
9am – 9:55am	General Session “Business Etiquette and Netiquette” Colleen Rickenbacher, CMP, CSEP, CPC Colleen Rickenbacher, Inc.
10am	Refreshment Break
10:30am – 11:20am	General Session “The Virtual Office: Working from Home” Colleen Rickenbacher, CMP, CSEP, CPC Colleen Rickenbacher, Inc.
11:30am – 12:30pm	Luncheon
12:45pm – 1:35pm	Concurrent Session I “Casino and Cruise Ship Shopping” Patty Bray, Service Sleuth
12:45pm – 1:35pm	Concurrent Session II “How to Serve the Actual Client” Peter Thorwarth, BMA Mystery Shopping
12:45pm – 1:35pm	Concurrent Session III “Video Mystery Shopping?” Scott Doering, Ann Michaels & Associates, Ltd.
1:45pm – 2:35pm	Concurrent Session I “Loss Prevention and Special Audits” Mike Mershimer, The Mershimer Group
1:45pm – 2:35pm	Concurrent Session II “Shopping Restaurants” Brian Caldwell, Cami Roth, IntelliShop
1:45pm – 2:35pm	Concurrent Session III “How to Score Superior Ratings on your Reports” Lorie Sweet, Beyond Hello, Inc. Amy Fiser, Second-to-None
2:40pm	Refreshment Break
3pm – 3:50pm	Concurrent Session I “Technology Update: SASSIE/JobSlinger” John Hsu, SurfMerchants
3pm – 3:50pm	Concurrent Session II “Shopper Idol: Learn from the Award Winning Shoppers of our Industry” Amanda Benson, Moderator, Customer Service Experts
3pm – 3:50pm	Concurrent Session III
4pm – 4:50pm	Concurrent Session I “Technology Update: ClientSmart” Kimberly Peterson, ClientSmart
4pm – 4:50pm	Concurrent Session II “Smart Shopping: Ways to Increase Your Profits” Susan Seiler, Market Force Information
4pm – 4:50pm	Concurrent Session III “Raise Your Game: A Guide to Improving Your Shopper Effectiveness” Allyson White, Coast to Coast Scheduling Services
6:30pm	Awards Banquet Keynote Speaker: “The Theatre of the Mind” Robert Priest, Mindreader
Sunday, July 20
7am – 1pm	Registration
7:30am	Continental Breakfast
8:30am – 9:20am	Concurrent Session I “Working with Schedulers” Sabrina Boone; Camille Gibbs; Lana Lenzini; Ketti Kluth KSS Scheduling
8:30am – 9:20am	Concurrent Session II “Shopping Banks” Nancy Draude, Draude Marketing/PerformanceChek Mystery Shopping
9:30am – 10:20am	Concurrent Session I “Conversation with Companies” Lorri Kern, KSS Scheduling, Moderator Panelists: Arcadio Roselli, Service Evaluation Concepts; Carl Phillips, Customer 1-st; Christopher Warzynski, Beyond Hello, Inc.
9:30am – 10:20am	Concurrent Session II “Certification: Why we need it and you should have it” Tom Mills, Service Sleuth
10:25am	Refreshment Break
10:45am – 11:35am	General Session “Scambusting! Stop the Crooks and Protect Yourself” Cathy Stucker, Special Interests
11:40am – 12:30pm	General Session “Conference Wrap-Up” Christopher Warzynski, Beyond Hello, Inc.