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INTIX | Ticketing Conference | Preliminary Schedule



2017 Preliminary Schedule of Events
Subject to change.

Learning tracks include:
 Management
 Technology
 Marketing
 Revenue
 Leadership

   


MONDAY, January 23, 2017

12:00 - 6:00 pm

Registration and Hospitality Desk Open
Sponsored by Spectra Ticketing and Fan Engagement

1:00 - 5:00 pm

Large Exhibitor Move-in by appointment

1:00 - 3:00 pm

Venue Tours
Superdome or Saenger Theatre

4:00 - 5:00 pm

Conference Volunteer Orientation

8:00 - 10:00 pm

INTIX Tailgate Party at Spirits Lounge by AudienceView

MONDAY | TUESDAY | WEDNESDAY | THURSDAY


TUESDAY, January 24, 2017

8:00 am - 6:00 pm

Registration and Hospitality Desk Open
Sponsored by Spectra Ticketing and Fan Engagement

8:00 am - 4:00 pm

Exhibitor Move-in

8:15 - 9:15 am

 

 

 

 

First Timers Meet and Greet

Designed for anyone attending the Conference for the first time, this valuable informational and fun session helps you get the most from your experience. INTIX veterans are hosting and are ready to answer questions about INTIX, the conference and New Orleans to get the networking started. Click here to see First Timers Tips!

9:30 - 11:00 am

 

 

 

 

 

 

 

Opening Keynote | Passion and Profits: Creating the Ultimate High Performing Organization

  • Bill Hogg, Performance Excelerator, Bill Hogg & Associates

For over 30 years, senior leaders have hired Bill to stimulate change, to ignite an attitude shift by tapping into peoples' emotion and inspiring people to take action. Whether working to improve on excellence or fix problems, people are the key differentiator. His no-excuse approach cuts through the hype and gets right to the heart of how to find, on-board and retain the best people. People are what transforms organizations and ultimately create extraordinary results, even in the most demanding organizations.

11:00 - 11:30 am

Networking Break

11:30 am - 12:30 pm


  


Concurrent Workshops

Pro/College Sports Breakout

  • Anthony Esposito, Senior Director, Ticket Operations, Atlanta Braves
  • Josh Ziegenbusch, Senior Director, Ticket Services, Oakland Athletics

Sponsored by MLB Advanced Media/Tickets.com


Change Management: Successful Employee & Customer Reward Systems

  • Bruce Mayhew, President, Bruce Mayhew Consulting

Change management has one basic goal, to make help businesses succeed in a new, more challenging economy and environment. As organizations become flatter, timelines are becoming shorter, employees are become more mobile and clients expect more. Most businesses use extrinsic rewards (raises, bonuses, benefits and rewards), as motivational systems - and yet studies demonstrate that in almost every case, extrinsic rewards do more damage than good. There is a more engaging and more cost effective solutions. The alternative is for a business to use intrinsic motivators for employee and customer / client engagement.

 

Pay to Play:  Latest in Mobile & Electronic Payments - Keeping up, complying and getting them in the door fast.

  • Greg Fahy, CTO, Ticketek Australia 
  • Jim Hipp, Associate Director of IT, Denver Center for the Performing Arts
  • Lynne King Smith, CEO, TicketForce

With last year's bumpy EMV rollout, the festivals taking the lead on stored value cards, and customers demanding the convenience of mobile payments, the Box Office is left scrambling to keep up. What works, what doesn't and what you can do to keep up without losing your mind while the line grows. You'll get a hands on look at new payment equipment and methods.

 

Snapchat-101: What, Why, How From Those Who Are Rocking It!

  • Nick Begley, Senior Marketing Manager, AudienceView

Snapchat is hugely popular with the younger, more elusive demographic that is highly sought after by marketers and audience development departments. While the app has been around since 2011, it’s just now catching on with theaters, museums, universities, sports teams and other live entertainment organizations. With Snapchat, they can engage fans from behind-the-curtain and behind-the-bench, offering content or promo codes that disappear after viewing or after 24 hours in the case of a Snapchat story. Millennials reveal opportunities they see as personal users alongside organizations that are successfully using the app in various parts of their marketing programs.
Sponsored by Chairman's Circle Member April Moon, Canadian Stage

 

Stuck in a Rut? Did Your Predecessor Select Your Technology?

  • Brian P. Butler, Director of Ticket Technology and Operations, Playhouse Square
  • Jennifer Butler, Director of Ticket Operations, Ravinia Festival Association
  • Peter Monks, Commercial Director, Ambassador Theatre Group

It's not unusual for entertainment organizations to make business decisions based on current technology or practices inherited from a former employee. This can create limitations that impact revenue and the overall customer experience. Is it time for new technology or simply a new way of thinking? The answer is different for every organization, but the questions to ask throughout the journey are similar. Should you choose and implement a new system? If so, how? Or, are there internal processes you can update to achieve your business goals? Panelists from organizations that went different routes share their struggles and experiences.
Sponsored by Chairman's Circle Member Angus Watson

 

Ticketing Professionals: Central to Success

  • Joe Carter, Director, Sales & Customer Service, Los Angeles Philharmonic Association
  • Marc Check, Vice President of Technology, Rock and Roll Hall of Fame and Museum
  • Matt Cooper, Chief Operating Officer, Jacobson Consulting Applications
  • Ariane Ladouceur, Box Office Manager, National Arts Centre

Our organizations face increasing competition for customer's time and money. One way that successful organizations differentiate themselves from their competition is by creating highly personalized customer interactions. Ticketing team members play a critical role in any organization's drive to build and maintain vibrant, lasting relationships with customers. Hear how colleagues have transitioned from simply taking and fulfilling ticket orders to delivering experiences that keep customers coming back. Learn how leading organizations such as the Los Angeles Philharmonic, the Rock and Roll Hall of Fame and the National Arts Centre have created a culture the recognizes and values key customer service personnel.
Sponsored by Chairman's Circle Member Gary Lustig,  LusTicks Consulting

 

Inspiration Stage Sessions
Sponsored by the Tessitura Network

12:30 - 2:00 pm

Welcome Lunch

2:00 - 3:00 pm

Concurrent Workshops

 

A Team Approach to Customer Fulfillment

  • Ami Johnson, Product Specialist, Ticketforce
  • Kathleen Petrillo-Bair, Box Office Manager, The Florida Theatre
  • Kathryn Wills, Director of Marketing, The Florida Theatre

From Marketing to seat selection to the thanks that they receive for visiting your venue, the audience member's experience is what keeps them coming back to your venue. To take the ticket office into this century, is not just a technological advance its also a back to basic approach. A ticket buyer may want that seamless ticket purchase but they also crave that personal touch. Keeping the marketing department and the box office approachable does just that.
Sponsored by Chairman's Circle Member Deborah Ballentine

 

Fail to Phenomenal: Finding the Silver Lining

  • Kay Burnham, Associate Vice President, Guest Services, Segerstrom Center for the Arts
  • Mandi Grimm, Training Manager, eTix
  • Trevor Mangione, Ticket Operations Manager, Chan Centre at UBC
  • Jackie Morse, Assistant Box Office Manager, SMG-Grand Rapids (DeVos Place, DeVos Performing Hall, Van Andel Arena)
  • David Sher, Founder & CEO, FWHIP, Inc.

An exciting panel of multiple presenters, each sharing a story that began as a total failure and ended up changing the way that they operate. Four presenters to share a 10-minute story that illustrates a failure-to-success in one of five categories: HR/hiring, IT, customer service, infrastructure or relationship management.  This panel builds off of last year's successful "fail fair" session.
Sponsored by Chairrman's Circle Member Jennifer Aprea, Meadows Museum SMU Dallas

 

Running the World's Largest Arts Festival. Driving Collaboration through Technology

  • Tony Davey, CEO, Red61
  • Lyndsey Jackson, Head of Operations, Edinburgh Festival Fringe Society

Edinburgh Festival Fringe increased to 2.3 million tickets for the three week festival. Learn how technology has enabled this growth. Discover how creating the largest ticketing network in the UK, maximising physical and digital sales channels, put the focus firmly on the customer experience. With more than 3,300 shows per day, across 313 venues, see how multiple technology platforms work seamlessly making it easy to find information and buy tickets. Lyndsey and Tony will share their challenges, solutions, insights and lessons learnt and also disclose how they now operate one of the largest ticket agencies in the UK.
Sponsored by Chairman's Circle Member Jennifer Butler, Ravinia Festival Association

 

THE DEEP DIVE: Creating the Ultimate High Performing Organization

  • Bill Hogg, CEO | Performance Excelerator, Bill Hogg & Associates

In this workshop, Mr. Hogg will cover in more detail some of the specific real life tactics and bullet-proof systems that he has used to engage and ignite a passionate higher performing culture.  Mr. Hogg will share real life client examples from his work with; TIFF, Canadian National Exhibition, Ontario Place, Pita Pit, ServiceOntario.
Sponsored by Chairman's Circle Member Gail Anderson, Minnesota State Fair

 

With Every Revolution Comes an Inconvenient Truth

  • Kurt Schwartzkopf, Senior Vice President, NBA/NHL Arena, Ticketmaster

The industry's move to digital ticketing has been slow, partly driven by a sub-par fan experience. At the same time, event stakeholders still lack a firm understanding of digital options and benefits. This means thousands of fans walk through your doors, yet they're strangers to your organization. This anonymity poses a security risk by raising exposure for stakeholders. Thankfully technology has caught up, and the fan experience is better than ever. In this session learn more about the future of digital ticketing, and how it can provide both compelling fan data and venue security.

 

Inspiration Stage Sessions
Sponsored by the Tessitura Network

3:00 - 3:30 pm

Networking Break

3:30 - 5:00 pm


 

 

 

 

 

 

 

 

Breakout by Type of Organization

Conference breakout sessions provide an opportunity to participate in discussions that are directly related to your organization type or special interest.

Arenas/Large Venues/Sheds
Attractions/Museums
Performing Arts
     
Sponsored by SD&A Teleservices
Presenters
Pro/College Sports
      
Sponsored by MLB Advanced Media/Tickets.com
Small Venues
Ticket Agencies
Universities/Colleges
        
Sponsored by Chairman's Circle Member Alison Barry,
         State Univ. of New York at Fredonia

5:00 - 7:00 pm
Exhibition Hall Opening & Reception

MONDAY | TUESDAY | WEDNESDAY | THURSDAY

 
WEDNESDAY, January 25, 2017

9:00 am - 6:00 pm

Registration and Hospitality Desk Open
Sponsored by Spectra Ticketing & Fan Engagement

9:30 - 10:30 am

Concurrent Workshops

 

Blurring the Line of Primary and Secondary Ticketing

  • Linda Forlini, Vice President, Ticket Philadelphia
  • Kate Green, Head of New Verticals, StubHub
  • Kim Damron, Chief Operating Officer, Spectra Ticketing & Fan Engagement

Primary and secondary ticketing are constantly evolving both from a technology and industry adoption perspective. With ongoing innovation and broad scale distribution, consumers are seeing less of a line of delineation between primary and secondary ticketing. For a consumer, often "a ticket is a ticket" and they are not discerning between primary and secondary sources. Join leading organizations from primary and secondary ticketing companies as well as venues who have realized success in blending messaging, technology, analytics and customer experience to raise the bar on primary and secondary ticketing.
Sponsored by Spectra Ticketing & Fan Engagement

 

Motivating our Volunteer Leaders for Mutual Success

  • Alicks Girowski, Volunteer Manager, HotDocs
  • April Moon, Associate Director of Audience Services, Canadian Stage

Chronic resource shortages in the arts means greater dependence on volunteers at all levels to help our organizations survive and thrive. Besides our day-to-day operational volunteers, we rely on skilled volunteer leaders to provide vision, motivation and connection. This workshop will explore best practices in engaging and motivating Board members and other high level volunteers, with an emphasis on building relationships, strengthening loyalty, and providing experiences that are fulfilling for both staff and volunteers.
Sponsored by Chairman's Circle Member Laura Zehe, AudienceView

 

Rethinking CRM: 7 Simple Steps to Growing Your Audience

  • Libby Penn, Group Managing Director, Spektrix

It's crucial to get CRM right but why does it feel like no one is really succeeding at it? In this session you'll hear that contrary to what we've been taught, CRM isn't rocket science and will challenge the way you usually think about your customer relationships. In providing you seven key action points for setting up your organization for success and improving the customer experience, you will learn how to instill a CRM strategy that is relevant, manageable and insightful.

 

THE DEEP DIVE: Creating the Ultimate High Performing Organization [REPEAT]

  • Bill Hogg, CEO | Performance Excelerator, Bill Hogg & Associates

In this workshop, Mr. Hogg will cover in more detail some of the specific real life tactics and bullet-proof systems that he has used to engage and ignite a passionate higher performing culture.  Mr. Hogg will share real life client examples from his work with; TIFF, Canadian National Exhibition, Ontario Place, Pita Pit, ServiceOntario..

 

Turning Relationships Into Gold

  • Shane Burkett, Director, Strategic Marketing, Agile Ticketing Solutions
  • Michael Ruppert, Project Manager, Los Angeles Philharmonic Association

Did you know that a well-planned, well-ran, membership program can actually add up to 25% to your organization operating budget? This session will help you capitalize on the relationship assets of your organization by creating, maintaining or enhancing your membership program. This is rich, interactive seminar that's filled with insights that every art house membership manager and executive director should know.

 

Welcoming All Audiences: Impact of U.S. Bathroom, Gun and Other Laws

  • Maureen Andersen, Vice President, Arts & Entertainment, AudienceView

In response to the North Carolina bathroom bill, Cyndi Lauper and Harvey Fierstein rewrote a song from Kinky Boots - "Just Pee!" became a quick viral hit. While the song shows support for the transgender community, the outlook for the state's entertainment economy isn't looking good. At the same time, other laws are impacting venues across the United States. Industry insiders and executives from venues of various types, sizes and geographic locations will discuss how various laws impact their venues morally, ethically and from a business perspective.
Sponsored by Chairman's Circle Member Kay Burnham, Segerstrom Center for the Arts

 

Inspiration Stage Sessions
Sponsored by the Tessitura Network

10:30 - 11:00 am

Networking Break

11:00 - 12:00 pm

Concurrent Workshops

 

Adopting a Mobile-First Strategy

  • Lisa Langham, Manager, Client Partners, Spectra Ticketing & Fan Engagement
  • Jamie Vosmeier, Senior Director of Sales and Marketing, The Fox Theatre Atlanta

Mobile devices and smartphones are now more than just a device to send messages and browse websites. They're devices for varied use, increasingly in eCommerce. Mobile usage has overtaken desktop usage, and with the growing trend towards handheld devices, the ticketing industry has seen an uptick in mobile-first strategies. We'll hear how organizations are pioneering change in mobile ticketing to create new, innovative features designed specifically to create a more seamless experience while searching for and purchasing tickets. Hear how optimized purchase flows enhance event information listings, displays dynamic venue maps and views from seats, and limit clicks to conversions.
Sponsored by Spectra Ticketing & Fan Engagement

 

Managing Explosive Growth: Lessons Learned From New York Comic Con

  • Brian Arnone, Chief Operating Officer, ShowClix
  • Lance Fensterman, Global Vice President, ReedPOP
  • Jenifer Thomas, Sales & Ticketing Manager, Disney Theatrical Group
  • Greg Topalian, Founder, LeftField Media

What can the challenges and triumphs of running one of the world's most iconic pop culture conventions teach us about building more engaging events? Join Greg Topalian and Lance Fensterman, the minds behind New York Comic Con and other powerhouse fan events, as they reveal the secrets to their success and explore ways that event organizers and marketers can use these learnings to supercharge their events.
Sponsored by Chairman's Circle Member Tammy Enright, Smithsonian Enterprises

 

Next Level Customer Interactions: How to Use Technology to Transform Live Events into Interactive Experiences

  • Keith Goldberg, Vice President of Marketing, Vendini
  • Christopher Lovett, Director of Retail Operations, Cigar City Brewing
  • Andrew Thomas, Principal, The Ticketing Institute

RFID technology has transformed the festival experience. The small chips are usually hidden in decorative wristbands worn by attendees, which can be scanned - making access control and entry a breeze. It's a quick and easy way to tell who is allowed where, and more importantly, who isn't - all with one scan, making security's job that much easier. And there are hundreds of ways to get creative with RFID, you can use these micro tags instead of physical tickets, integrate social media into the experience, implement cashless payments and so much more.
Sponsored by Chairman's Circle Member Carrie Farina, MGM Resorts International

 

One for the Vendors: Supplier to Supplier Relationships

  • Dan DeMato, President, FutureTix
  • Russ Stanley, Managing VP Tickets Sales and Services, San Francisco Giants

A unique session designed to advance the industry by helping vendors answer these critical questions: Buy Versus Build - which functionality should be native to the ticketing system as opposed to being provided by a best-of-breed third party solution. Published APIs - pros and cons of establishing comprehensive APIs for vendor-to-vendor integrations. Third Party Apps - which comes first, the venue or the ticketing platform, how do I introduce my new product into the marketplace. Are our two separate innovations exponentially improved when combined? Panelist discuss the factors in these key areas to help improve the venue and consumer experience.
Sponsored by Chairman's Circle Member Francine Accardi-Peri, GDTS, TOO

 

The Battle At Bristol: Ticketing College Football's Biggest Ever!

  • Landon Owen, Director of Ticket Sales, Bristol Motor Speedway

The Pilot Flying J Battle at Bristol was announced on October 14, 2013 and brought with it the buzz of nearly two decades of speculation and anticipation from two of college football's best fanbases. As if the idea of staging a football game at a racetrack wasn't difficult enough, the ticketing plan was as unique as the novelty itself. Hear how the game came about and how the plan was devised to sell more tickets to this game than any other in history, while not losing sight of the core NASCAR business on which Bristol's legendary reputation was built.
Sponsored by Chairman's Circle Member Weldon, Williams & Lick

 

Welcoming All Audiences: Impact of U.S. Bathroom, Gun and Other Laws [REPEAT]

  • Maureen Andersen, Vice President, Arts & Entertainment, AudienceView

In response to the North Carolina bathroom bill, Cyndi Lauper and Harvey Fierstein rewrote a song from Kinky Boots - "Just Pee!" became a quick viral hit. While the song shows support for the transgender community, the outlook for the state's entertainment economy isn't looking good. At the same time, other laws are impacting venues across the United States. Industry insiders and executives from venues of various types, sizes and geographic locations will discuss how various laws impact their venues morally, ethically and from a business perspective.

 

Inspiration Stage Sessions
Sponsored by the Tessitura Network

12:00 - 2:00 pm

INTIX Awards Lunch
Sponsored by AudienceView

2:00 - 5:00 pm

Exhibition Hall Open with Dessert

2:15 - 3:45 pm

Regional Ticketing Group Meeting

4:00 - 5:00 pm

Committee/Task Force Chair Meeting

7:00 - 10:00 pm

10:00 - Midnight

INTIX Celebration

INTIX After Party at Spirits Lounge by AudienceView

MONDAY | TUESDAY | WEDNESDAY | THURSDAY

 
THURSDAY, January 26, 2017

9:00 - 12:00 pm

Registration and Hospitality Desk Open
Sponsored by Spectra Ticketing & Fan Engagement

9:30 - 11:00 am

Annual Business Meeting Breakfast
Sponsored by Patron Technology

11:00 am - 12:00 pm

Concurrent Workshops

 

A Fireside Chat with Promoters & Venues

  • Bruce Morrison, General Manager, Ticketfly Canada
  • Scott Phillips, Director, Ticket Operations, Maple Leaf Sports & Entertainment / Air Canada Centre

Grrrr....why do they always ask me for this report?? Why is everything so last minute?? Why so many restrictions?? Whenever a promoter brings a show to your venue, they always bring along a list of demands. Are they necessary? Are they just trying to ruin your life? Now is your chance to ask why and to get a clear understanding of how important it is to them and the performance that we do as we are asked. Come hear from Live Nation, AEG, and more.
Sponsored by Chairman's Circle Member Aren Murray, Tobin Center

 

Board Tawk: A Conversation About Board Level Leadership

  • Glenn Tecker, Consultant, Tecker International

This interactive session is especially designed for individuals interested in considering a position on the Board of Directors. Professional governance expert Glenn Tecker examines the legal responsibilities, role contribution, and rewards of being a member of an association board.
Sponsored by Chairman's Circle Member Joseph Carter, Los Angeles Philharmonic

 

Calm Out of Chaos: Anticipating & Preparing for an Emergency

  • Aaron Godbey, Department of Homeland Security
  • Ellen Yehling, Director of Ticketing, Verizon Arena

An update of a very well reviewed presentation offered last year, Representatives from the Department of Homeland Security and the NOLA SWAT team will provide experts to share best practices in preparing your venue and offices in the case of a terroristic threat or an active shooter situation.
Sponsored by Chairman's Circle Member Amy Kline, ShowClix

 

Connecting APIs with Opportunities: Reach New Patrons, Sell More Tickets & Make More Money

  • Dan Armstrong, VP and General Manager, Distributed Commerce, Ticketmaster
  • Kristin Darrow, Senior Vice President, Digital, Tessitura Network
  • Dan DeMato, President, FutureTix, Inc.
  • Kate Green, Head of New Verticals, StubHub
  • Jim McCarthy, CEO, Goldstar
  • Lisa Middleton, Director of Marketing, Lyric Opera of Chicago
  • Jon Park, Facebook
  • Christopher Worsham-Armstrong, Director of Product Management, Spectra Ticketing & Fan Engagement

Bringing more customers to your events is a critical component to the health of your business. We'll hear from industry experts who have demonstrated proven ways to grow the acquisition funnel with new customers through mobile, digital and eCommerce event discovery strategies. Learn how these strategies will help you to extend your brand, reach and sell more tickets by offering new features and functionality through technology integrations that make it easy for customers to find tickets to your events.
Sponsored by Chairman's Circle Member Jane Kleinberger, Spectra Ticketing & Fan Engagement

 

Inventing the Customer Experience of the Future: A Brainstorming Game

  • Eugene Carr, CEO, Patron Technology, Inc.
  • Michelle Paul, Director of Product Development, Patron Technology, Inc.

The session will start with a ten-minute summary of research drawn from Patron Technology's ten-year arts patron research study, which demonstrates conclusively just how important personalizing the patron experience is for single ticket sales, season/subscriptions, and fundraising. Then the presenters will strip away all the realities and problems of your real life organization -- your venue, your budget, your boss -- and you'll get creative with your colleagues as you invent the customer experience you've always wished you could offer. At the end of the session, you'll go home with ideas you can implement today, tomorrow, and in the future.
Sponsored by Chairman's Circle Member Linda Forlini, Ticket Philadelphia

 

Protecting Your E-Commerce Site from Fraud And Chargebacks

  • Brendan Bruss, Executive VP, PMI Entertainment Group and President, Green Bay Gamblers
  • Don Bush, Vice President of Marketing, Kount
  • Monica Eaton, COO, Co-Founder, Chargebacks911
  • Mandi Grimm, Training Manager, Etix
  • DJ Murphy, Editor-in-Chief, Partner, CardNotPresent.com

Serving your customers online and offering the immediacy of digital delivery has become a fundamental expectation. You can't survive without it, but fraud and the associated chargebacks are eating significantly into your bottom line. With EMV migration in the U.S., card-not-present fraud is now the biggest category of fraud worldwide. This panel will bring together experts from the ticketing and fraud-prevention industries to tell you how you can get started protecting your e-commerce site from fraudsters and how to prevent and fight the chargebacks that result when fraudulent transaction DO get through.
Sponsored by Chairman's Circle Member PMI Entertainment/TicketStar

 

Inspiration Stage Sessions

12:00 - 2:00 pm

Exhibition Hall Open with Lunch Buffet

1:00 - 2:00 pm

Volunteer Fair & Committee Meetings

2:15 - 3:45 pm

 

 

 

 

 


3:45 - 4:00 pm

 

Closing Keynote | Facebook Events

  • Hema Budaraju, Product Manager, Facebook Events

Facebook Events is one of the fastest growing products in the company, with over 650 million people using the product on a monthly basis. Learn firsthand about Facebook's current progress and strategy within the broader ticketing industry. This is a can't miss opportunity.
Sponsored by Goldstar

 

Preview of the 2018 Annual Conference in Baltimore

 

2:00 - 5:00 pm
Exhibitor Move-out
   
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