INTIX | Ticketing Conference | Preliminary Schedule

2018 Working Schedule of Events
current as of 01/17/2018 Subject to change.

Learning tracks include:


MONDAY, January 22, 2018

12:00 - 6:00 pm

Registration and Hospitality Desk Open
Sponsored by Paciolan

1:00 - 5:00 pm

Large Exhibitor Move-in by appointment

1:00 - 3:00 pm

Venue Tours
Oriole Park at Camden Yards or Hippodrome Theatre

3:00 - 5:00 pm

Committee/Task Force Chair Meeting

4:00 - 5:00 pm

Conference Volunteer Orientation

5:30 - 7:30 pm

Chair's Reception by invite only
Sponsored by Goldstar

7:00 - 8:30 pm 

Red Dot First Timers Mingle
Sponsored by Patron Technology


TUESDAY, January 23, 2018

8:00 am - 6:00 pm

Registration and Hospitality Desk Open
Sponsored by Paciolan

8:00 am - 4:00 pm

Exhibitor Move-in

8:00 - 9:15 am





First Timers Red Dot Meet & Greet Breakfast (Limited to ticketed Red Dot First Timers)

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 Baltimore to get the networking started. Click here to see First Timers Tips!
Sponsored by Chairman's Circle Member Joseph Carter, Los Angeles Philharmonic

9:15 - 6:00 pm

Red Dot Lounge
Sponsored by the Baltimore Ravens

9:30 - 11:00 am










*Opening Keynote - Securing Our Sporting & Entertainment Venues

  • Melanie Pearlman, Executive Director, Counterterrorism Education Leaning Lab (CELL)

A positive visitor experience is paramount to the success of all major events. It also is vital to be aware of and prepared for the unfortunate realities and threats we face in today’s world. The CELL will provide a comprehensive presentation on how to provide a first-rate guest experience while helping to enhance the safety and security of high-profile events and venues.

  •  How to increase security without inhibiting guests’ experience.
  •  How improved information sharing can enhance safety and security.
  • How to empower employees and vendors in security efforts.

Sponsored by Ticketmaster

11:00 - 11:30 am

Networking Break

11:30 am - 12:30 pm

60 Minute Concurrent Workshops


How to Create, Encourage or Be a Leader Who Sees Beyond Gender

  • Lynne King Smith, CEO, TIcketForce

With 10,000 cracks in the glass ceiling and increasing opportunities for women in our industry to lead, why aren’t more breaking through? TicketForce CEO Lynne King Smith believes their own mindsets may be holding some women back. Drawing on 20+ years of experience in the ticketing business, she promises an open and frank conversation about how women and men can work together to encourage one another and overcome their reluctance to reach for the top. The session will also cover roadblocks that still exist for women in our industry and how we can deal responsibly with sexism and other gender bias issues that continue to arise.
Sponsored by Chairman's Circle Member Linda Forlini, Ticket Philadelphia


Myth Busters: Advertising on Facebook, Instagram, Twitter

  • Dale Liska, Director of Operations, Ticketmaster
  • Michael Silver, Media Technology & Operations, Ticketmaster

In this session, industry experts will demystify the often-confusing world of social media advertising. Join our group of myth busters as they separate fact from fiction when it comes to advertising on Facebook, Instagram and Twitter.


Show Me The Money, Tell Me How it Got There

  • Mandi Grimm, Director of Training, eTix
  • Tabitha Sechrist, Director of Finance, SMG Richmond

This is a great session for new box office managers or those who want a refresher! It is important for your bottom line to have finance and the box office implement checks and balances. Increasing communication between the two is vitally important, but often overlooked. Providing back up for promotions like Groupon or unique orders that generate internal payment methods are just a few examples. Box offices don't just sell tickets and build events anymore – they are responsible for revenue generation and have tools that can benefit the entire team.
Sponsored by Chairman's Circle Member Gail Anderson, Minnesota State Fair


Subscription Ticketing Takes Center Stage: Maximizing The Mobile Platform

  • Stan Deak, VP of Business Development, Experience
  • Anthony Esposito, Vice President, Ticket Operations, Atlanta Braves
  • Chris LeCraw, General Manager, INWEGO
  • Mark Metz, Director of Ticket Operations, Columbus Blue Jackets

The world of ticketing is ever changing. Today’s fans want to buy tickets and experience live events in different ways. Learn how to stay current with the latest trends, including mobile ticketing, and discover how professional and collegiate teams are using unique subscription ticket offerings to reach new fans, generate excitement and create new revenue streams.
Sponsored by Chairman’s Circle Member Josh Ziegenbusch, Oakland Athletics


Ticketing: Yesterday, Today and Tomorrow

  • Kelly Brennan, Senior Analyst, FutureTix
  • Linda Forlini, Vice President, Ticket Philadelphia
  • Vince Rieger, Director of Business Development and Client Services, Shubert Ticketing

Remember when the only way to buy a ticket was in person at the box office? To quote Loretta Lynn, “we’ve come a long way, baby!” From the birth and evolution of ticketing platforms to the introduction of print-at-home, mobile tickets and more, technology is revolutionizing our industry. In this trip-through-time session, learn how we’ve evolved from simple transaction-based systems to sophisticated patron-centric CRM tools, and how the need for sophisticated APIs with third-party providers developed. Reflect on how everything started, understand where we’re headed and use this knowledge to keep forging forward.
Sponsored by Chairman's Circle Member Andrew Thomas, Ticketing Professionals Conference

Turning Your Box Office Team into a Sales Team

  • Jenny Barrett, VP of Business Development, Spektrix

With an increasing number of tickets being purchased online, the traditional box office has evolved. Staff do so much more than take orders – they are on the frontline for fundraising, marketing, sales and customer experience. This session will explore changing roles within the box office and show you how to empower you team to take ownership of the customer purchase experience, audience development and more.
Sponsored by Chairman’s Circle Member April Moon, Canadian Stage


AudienceView – Master the Business of Art in AudienceView

Throughout the course of a single season, arts organizations run a seemingly endless number of tasks, initiatives and processes to meet business goals. However, when you boil down the main thrusts that drive success or failure to your business, you’ll find the same three things repeating – renewals, on-sales and the event day experience. To really engage your patrons and build lifelong loyalty, you must nail these three things. If you’ve ever felt that your current solution misses the mark in any of these areas, it’s time to come see what’s possible.
Sponsored by AudienceView


OvationTix – Master the Business of Art in OvationTix

Throughout the course of a single season, arts organizations run a seemingly endless number of tasks, initiatives and processes to meet business goals. However, when you boil down the main thrusts that drive success or failure to your business, you’ll find the same three things repeating – renewals, on-sales and the event day experience. To really engage your patrons and build lifelong loyalty, you must nail these three things. If you’ve ever felt that your current solution misses the mark in any of these areas, it’s time to come see what’s possible.
Sponsored by AudienceView

11:30 - 12:30 pm

Inspiration Stage Sessions

12:30 - 2:00 pm

Welcome Lunch & SeatGeek Live Auction

2:00 - 3:00 pm

60 Minute Concurrent Workshops


Change, the Only Constant: New Ideas in Sales and Delivery

  • Matt Cooper, President & COO, JCA, Inc.
  • Tim Fitzgerald, Senior Network Engineer, JCA, Inc.
  • Ric Waldman, Vice President Programming  & Marketing, The Bushnell Center for the Performing Arts 

Emerging technologies are changing the way that consumers interact with ticketing organizations.  Tickets were once bought in person at the window during business hours. Then they were sold over the phone during business hours and delivered by mail days later. Next, they were sold online, at all hours of the day, to someone sitting at a computer. What's next? Hear how tickets may be both sold and delivered in the not-so-distant future. Learn about the implications of these changes on the primary and secondary markets and know who to watch as the future unfolds.
Sponsored by Chairman's Circle Member Derek Palmer,


Life is Expensive! Managing Great Remote Teams

  • Justin Karr, Vice President, Ticketing Operations, Jujamcyn Theaters
  • Lauren Vadino, Ticketing & Customer Service Manager, Jujamcyn Theaters

Not that long ago, we saw our co-workers every day. The Internet has changed that. Does your top talent need to work out of your office? Does your box office need to be in the same location as your business office? How do you get the best work from people who don’t sit together? For the last five years, Jujamcyn Theaters has operated partially and fully remote teams in both ticketing and technology. A remote manager and remote employee will share the techniques, talents and traits that make remote work successful. They will also discuss the tools and processes they use to keep things running smoothly.
Sponsored by Chairman’s Circle Member Jenifer Thomas, Disney Theatrical Group


Preparing for Exceptional Events: The After Effect

  • Melissa Cunningham, Senior Director of Marketing, Comcast Spectacor - Wells Fargo Center
  • Jim Downey, General Sales Manager, Metro Tix
  • John Harig, Director of Ticketing Services, Cincinnati Arts Association
  • Genevieve Holt, General Manager, Broadway in Cincinnati - Broadway Across America
  • Lisa Langham, Director of Strategic Operations, Paciolan

Some tours leave a lasting impression on an organization, both with the power of the performance and the behind-the-scenes ticketing work to bring them to life. From Hamilton to Garth Brooks and beyond, we’ll take a look at lessons learned moving forward with unique productions. Once the event successfully wraps, how do you maintain the momentum created by those pivotal moments?Sponsored by Paciolan


Ticketing Life Hacks

  • Kelly Brennan, Senior Analyst, FutureTix
  • Skypp Cabanas, Ticket Operations Manager, Center Theatre Group
  • Richard Powers, Assistant Director, Ticket Services, Wolf Trap Foundation for the Performing Arts

Is there a better way of doing something? These panelists think so! This session will reveal numerous tricks and tips from various organizations. Each presenter has learned ways to increase productivity and efficiency, and they’re going to share them. The goal is to focus on things that are either free or readily available to everyone.
Sponsored by Chairman's Circle Member Aren Murray, Tobin Center








*Turn Online Interest Into Action by Thinking Like a Fan!

  • Liz Hiers, Strategic Design Manager, Blackbaud

Want to convert your online audience into subscribers or donors? Start thinking like them! In this session, you'll learn how to attract the right audience to your website and keep them coming back with relevant content. Liz Heirs, Interactive Services Expert at Blackbaud, will discuss the importance of understanding your fans through audience analysis, user experience in web design and new tips for SEO optimization, which you can easily implement as soon as you return from INTIX. 


Professional/College Sports Breakout

  • Anthony Esposito, Vice President, Ticket Operations, Atlanta Braves
  • Josh Ziegenbusch, Senior Director, Service and Retention, Oakland Athletics

This is a can’t miss session for those in professional sports or college athletic ticketing.  Join Anthony Esposito (Atlanta Braves) and Josh Ziegenbusch (Oakland A’s) as they moderate a lively discussion on topics of yield management, subscription based ticketing, group ticket solutions, knowing every guest, and more!  Panelists will give their insight into the topic then answer questions from the audience
Sponsored by MLB Advanced Media - 

2:00 - 3:00 pm

Inspiration Stage Sessions

2:00 - 3:30 pm

Technology Providers, Partners and Entertainment
Professional Strategic Townhall

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
Sponsored by Chairman's Circle Member Jane Kleinberger, Paciolan

  •  Jacque Holowaty, Vice President of Ticketing, Spectra Venue Management


  • Tammy Enright, Ticketing Systems Manager, Smithsonian Institution

 Performing Arts
Sponsored by SD&A Teleservices

  • Shawn Robertson, Ticket Sales Director, Center Theatre Group


  • Carrie Farina, Director of Corporate Ticketing, MGM Resorts International

Pro/College Sports
Sponsored by MLB Advanced Media -

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

 Small Venues
Sponsored by Amy Kline, ShowClix

  • Brian Antin, Director of Patron Services, Imagination Stage

 Ticket Agencies

  • Joe Tish, Vice President Implementation Services, Patron Manager

Sponsored by Chairman’s Circle Member Alison Barry, State University of New York at Fredonia

  • Alison Barry, Manager, Fredonia Campus Ticket Office, State University of New York at Fredonia
  • Sara Gordon, Manager of Guest Experience, The Clarice Smith Performing Arts Center, University of Maryland

5:00 - 7:00 pm

Exhibition Hall & Exhibitor Pavilion Grand Opening & Reception


WEDNESDAY, January 24, 2018

8:00 am - 6:00 pm

Registration and Hospitality Desk Open
Sponsored by Paciolan

8:00 am - 6:00 pm

Red Dot Lounge
Sponsored by Baltimore Ravens

9:00 - 10:00 am

60 Minute Concurrent Workshops


Adopting a User-Centered, Data-Driven Approach to Digital

  • Ash Mann, Director, Substrakt

Ego, hubris, ignorance, unrealistic ambitions. Many reasons exist for digital projects that have no point, need or merit. Yet these projects still seem to crop up with alarming regularity. This session will outline how you can foster a culture of user-centred, data-driven decision making that results in high-quality, measurable, successful projects and products that make a real difference.
Sponsored by Chairman's Circle Member Robert Friend, Patron Technology


Ask a Millenial!

  • Nick Begley, Senior Marketing Manager, AudienceView
  • Casey Capello, Manager, Client Retention, Washington Nationals
  • Zoe Fried, Arts Administrator, Baltimore Symphony Orchestra
  • Gwen Sieck, Customer Service & Accessible Seating Coordinator, Baltimore Ravens

Want to know how to entice Millennials to live events? What type of ads, social media promotions and offers resonate with them? Whether they prefer subscriptions, multipacks or season tickets? How to turn them into lifelong fans? Get the answers in a presentation by Xennial Nick Begley followed by a lively, interactive panel discussion with Millennial sports fans, concertgoers and theater patrons. Millennials are today’s most elusive and sought-after generation of live entertainment consumers. Don’t miss this opportunity to bring your questions and ask a Millennial! 


*Next-Generation Box Office

  • Karen Gallagher, SVP, Client Support, Ticketmaster
  • Lee Ann Gibbons, Director of Ticketing, Messina Touring Group
  • Amy Graca, Vice President of National Ticketing, Caesars Entertainment Corporation
  • Chris Sheap, Senior Vice President Ticket Operations, Monumental Sports & Entertainment

In this beyond the plexiglass and workstation session, experts will share their ticket innovations – including services, agents, environments and tools that have helped evolve their box office into a marketing and e-tailing channel.
Sponsored by Chairman's Circle Member Gary Lustig, LusTicks Consulting Services


Technology: It Hurts So Good

  • Dan Archabal, Director of Sales, Paciolan
  • Jacquelyn Holowaty, Vice President Ticketing, Spectra Venue Management
  • Kathryn Howell, Box Office and Group Sales Manager, Abbotsford Centre
  • Lynne King Smith, CEO, TicketForce

With technology changing the way we do business on a daily basis, have we lost touch with the personal fan experience that is the foundation of our industry? In this session, we’ll explore how technology is helping to improve the customer relationship. We’ll also discuss where it may be replacing human emotion and hurting our business. Learn how to combine technology with personal guest touchpoints and why both are crucial to our industry’s future.
Sponsored by Chairman's Circle Member Lynne King Smith, TicketForce


The Workflow Diet: Making Work Processes LEAN

  • Ashley DeVoge, Ticketing Operations Manager, Michigan Technological University
  • Erin Kamppainen, Office Assistant, Michigan Technological University

Are you interested in continuous improvement? Have you been searching for ways to make your workplace more agile and efficient? This lecture will focus on an efficiency ideology called Lean, introduce you to tried-and-true concepts like PDCA’s (Plan, Do, Check, Adjust), 5’s and Kanban Boards, and reveal how using them can improve your workflow. Attendees will learn how these tools helped transform the ticket office at Michigan Technological University. You’ll leave intrigued and wanting to learn more.


*We're Sold Out, Now What?

  • Bill Bailey, Vice President - Sports & Entertainment, SSB
  • Adam Heintz, VP Business Intelligence, Monumental Sports
  • Jennifer Tattenbaum, Senior Director of Interactive, Shubert TIcketing

Some sports and arts organizations do not traditionally have an issue with ticket sales, but questions do arise about the need for proactive data management and analytics after events sell out. The reasons are varied and diverse, but all focus on growing the business. Learn how better data management can help your organization beyond ticket sales – from selling merchandise, campaign management and match-back reporting to personalized communications, better event-day experiences and long-term customer loyalty. Panelists will also share valuable information to help organizations when they don’t sell out. 
Sponsored by Chairman's Circle Member Jennifer Butler, Ravinia Festival Association

9:00 - 10:00 am









NeuLion - Increase ticket sales through amazing fan experiences

NeuLion will demonstrate the value of our Total Ticketing Platform and share examples of best-in-class experiences for end users.

  •  Understand trends impacting college ticketing operations and PCI compliance.
  •  Learn how to leverage your platform to deliver impactful campus-wide marketing campaigns to help manage the unique ticketing needs across athletics and arts.
  •  Understand the impact the user interface has on the overall ticket purchasing experience and what is important to your fans and patrons. 
  •  Learn first-hand from schools that have successfully leveraged their ticketing partner to maximize effectiveness and deliver amazing fan experiences.

9:00 - 10:00 am 

Inspiration Stage Sessions

10:00 - 10:30 am

Networking Break

10:30 - 11:30 am

60 Minute Concurrent Workshops


Combatting Ticket Fraud

  • Don Bush, Vice President of Marketing, Kount
  • Brett Goldberg, Founder, TickPick

Fraudsters often target ticketing marketplaces using stolen credit cards. With companies liable for every transaction, high rates of fraud and chargebacks can quickly overwhelm profits. After deploying Kount’s anti-fraud technology, TickPick has reduced chargebacks and chargeback rates by 50% while maintaining sales growth. 


Radical Hospitality: Technology Solutions for Audience Inclusivity

  • Kyle Wright, Senior Interactive Marketing and Analytics Manager, The Shubert Organization

How do I provide on-demand services for hard-of-hearing and/or visually impaired patrons? Are there ways to translate content for my increasingly bilingual audiences without breaking the bank? These questions inspired The Shubert Organization in NYC to participate in the development of a new Apple and Android app that fulfills the ADA requirements for real-time closed captioning, assistive listening, audio description for the visually impaired, as well as facilitating multi-language translations for patrons.  Leveraging mobile technology makes this solution simple, portable and cost-effective.  Hear about this product's development, testing and roll out in 17 Broadway theatres this year.
Sponsored by Chairman’s Circle Member Kay Burnham, Segerstom Center for the Arts


Using  RFID to Improve the Customer Experience and Generate Revenue

  • Andrea Flowers, National Accounts Manager, Microcom Corporation

The uses for RFID, or radio-frequency identification, have increased exponentially since it was first introduced on the festival circuit. Beyond concertgoers rockin’ their RFID wristbands, venues of all sizes and types are now leveraging advancements in the field to upgrade security, collect real-time data and transform the guest experience. Learn the different ways that this technology can benefit the ticketing industry and hear real-world applications of RFID success
Sponsored by Chairman’s Circle Member Weldon, Williams & Lick, Inc.

10:30 - 11:30 am









One Year Later: Impact of BOTS Act on Ticketing Ecosystem  - Commercial Session 

  • Rami Essaid, CEO and Co-Founder, Distil Networks
  • Niels Henrik Sodemann, CEO and Co-Founder, Queue-it

Bots first entered popular consciousness in 2016 with the passing of the BOTS Act, and have further established their mainstream presence through messaging and social media bots. They continue to be fought with legislation across the globe -- most recently with Ontario's Ticket Sales Act -- however the ticketing industry has been fighting bots for years.

In this panel, bot experts will engage in a lively conversation with a ticket vendor on the success of bot legislation, as well as dig into the difference between good and bad bots, their impact on the ticketing ecosystem and innovative onsale bot mitigation strategies.

10:30 - 12:00 pm

90 Minute Concurrent Workshops


*Engaging Customers Through the Media

  • Marianne Banister, President, Banister Media LLC
  • Linda Deckard, Publisher and Editor-in-Chief, Venues Today
  • Christine Payne, President, Primoris Group Inc.
  • Gretchen Shugart, President, Arts & Culture, AudienceView

Want free publicity for your organization or event? Looking for a new way to engage your audience? Consumers looking for something fun to do rely on the media for recommendations – in their hometown and on vacation getaways. Captivating editorial stories, like the success of a local actor or star student athletes in the community, capture hearts and minds. And who doesn’t love a backstage glimpse into the hottest show in town! In this session, learn how to identify and pitch stories that will be of interest to the media, prepare for interviews and shine the spotlight on your organization.
Sponsored by Chairman's Circle Member Maureen Andersen, International Ticketing Association 


How Any Organization Can Win With Digital Marketing

  • Erik Gensler, President, Capacity Interactive

With digital marketing, it's easy to get distracted by shiny buzzwords and new channels. Don't take the bait! In this session, discover how to prioritize digital marketing and leverage various platforms based on your organization’s needs and budget. Understand why marketers must focus on mobile, social storytelling, search, video and digital infrastructure. Using data from CI's Digital Benchmark Study, Erik Gensler will review why each area is important and provide relevant case studies from organizations of varying sizes. Learn how to get the biggest bang for your buck, set priorities for the year ahead and reach people in the moments that matter.


One for the Vendor 2018

  • Dan DeMato, President, FutureTix, Inc.
  • Steve Fanelli, Vice President, Ticket Operations and Services, San Francisco Giants
  • Simon Mabb, CEO, Booking Protect
  • Jason Mastrine, Head of Partnerships, ShowClix

A unique session designed to advance the industry by helping vendors answer 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 – what are the pros and cons of establishing comprehensive APIs for vendor-to-vendor integrations? Third-party apps - which comes first, the venue or the ticketing platform, and 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.

10:30 - 12:00 pm

Inspiration Stage Sessions

12:00 - 2:00 pm

INTIX Awards Lunch & SeatGeek Live Auction
Sponsored by Wolf Trap Foundation

2:00 - 5:00 pm

Exhibition Hall & Exhibitor Pavilion
Open with Dessert

2:10 - 5:00 pm

Technology Innovation Stage Presentations


TicketsWest Golden Surprise Boxes! 

3:30 - 5:00 pm

Regional Ticketing Group Meeting

7:00 - 10:00 pm

INTIX Celebration
600 Water Street, Baltimore, MD 21212

10:00 - Midnight

INTIX After Party
Sponsored by AudienceView


THURSDAY, January 25, 2018

8:30 - 12:00 pm

Registration and Hospitality Desk Open
Sponsored by Paciolan

8:30 - 12:00 pm

Red Dot Lounge
Sponsored by Baltimore Ravens

9:00 - 10:30 am

Annual Business Meeting Breakfast 
Sponsored by Patron Technology

10:30 - 11:30 

60 Minute Concurrent Workshop


Breaking the Barcode: How Sound is Disrupting the Ticketing Industry

  • Rodney Williams, Co-Founder & CEO, LISNR

Every second, thousands of tickets are used throughout the world by millions of people. This equates to billions of unique experiences. The key to unlocking those experiences lies within the ticket, an innovation that hasn’t changed in thirty years. In the future, the ticket will personalize itself according to the identity of the fan. Paper tickets, QR codes, NFC readers, and other hardware will disappear and you’ll use ultrasonic sound in their place. That future is now. Come learn about how the world’s largest ticketing providers are using audio technology to break the barcode and reinvent the ticket.  

10:30 - 12:00 pm

90 Minute Concurrent Workshops


Box Office Success Stories

  • Jennifer Buzzell, Director of Marketing & Sales, Signature Theatre
  • Mara Hazzard-Wallingford, Senior Director, Client Development, Tessitura Network
  • Dina Tyson, Coordinator of School Tour Sales, High Museum of Art, Atlanta
  • David Winn, Associate Director of Tanglewood Ticketing and Tessitura Liaison, Boston Symphony Orchestra

Beyond the day-to-day operational aspects of ticketing, the box office is the heartbeat of an organization. With limited resources, how does a successful box office prioritize the patron on a continual basis? Hear three stories from high-performing staff who contribute to institutional success. David Winn explains how the Boston Symphony Orchestra handled unique challenges and opportunities of the summer season. Dina Tyson shares how the High Museum of Art provides a full-service and modernized experience to school groups. And, Jennifer Buzzell reveals how the Signature Theatre set a goal to accommodate every customer in the middle of a raging snowstorm.
Sponsored by Chairman’s Circle Member Carrie Farina, MGM Resorts International


Increase Your Revenue in Most Profitable Way!

  • Amber Patton, Ticket Manager, The Pullo Center
  • Tom Wheaton, accesso
  • Wendi Yanez, Director of Sales, accesso

Every single relationship starts with a first impression. For venues and consumers, the relationship often begins with the decision to purchase a ticket, so it's important to make this first touchpoint engaging. Find out why brand plays a big part in how your patrons engage with your venue and how simple upsell and cross-sell opportunities can increase online conversions. You’ll also learn about mobile optimization, where the guest digital journey is going and various ways to increase your revenue in the most profitable way.


Infinity Mirrors. Finite Tickets. Yayoi Kusama: A Blockbuster Museum Exhibition

  • Amy Domres, Director of Admissions, Seattle Art Museum
  • Tammy Enright, Ticketing Systems Manager, Smithsonian Institution
  • Heather Hart, Director of IT, The Broad
  • Kevin Hull, Assistant Director of Public Engagement, Hirshhorn Museum and Sculpture Garden

Daily lines stretching along city blocks. 100,000 website hits for 8,000 tickets. Record-breaking revenue, sales and attendance. Beyoncé? The World Series? No, art! The Yayoi Kusama: Infinity Mirrors exhibition opened in February 2017 in Washington, DC, then embarked on a two-year North American tour. Top venues in different cities had to develop, implement and dynamically adjust their plans to welcome a record number of visitors into this immersive, polka-dotted, kaleidoscopic world. How did they do it? What did they learn? From planning and ticketing to communicating with the public, discover how three very different museums succeeded with this blockbuster exhibit.
Sponsored by Chairman’s Circle Member Tammy Enright, Smithsonian Institution


Skills and Priorities for Successful Service Excellence

  • Nicholas DeStefano, Service Excellence Coordinator, Coastal Carolina University

Exceptional customer service can set your organization apart. But even when you approach it with the very best intentions, you could be falling short. According to expert customer service trainers from Coastal Carolina University (CCU), it’s actually more science than art. Join CCU to learn specific skills and priorities that support service excellence, reflect on individual actions and behaviors that can impact the customer experience, and go home with increased knowledge to keep your customers happy.
Sponsored by Chairman's Circle Member Brendan Bruss, PMI Entertainment/TicketStar


*Update Your Digital Playbook! Top Strategies for Engaging Audiences Online

  • Amanda Deely, Partnerships Director, MogoARTS Marketing
  • Rika Dixon White, Director of Marketing & Guest Experience, The Smith Performing ARts Center, Univ. of Maryland
  • Doug Mowbray, CEO, Mogo Interactive

Build it and they will come! Well, not necessarily. As audiences consume more of their media digitally, marketers are faced with the challenge of reaching audiences in a fragmented space. In this session, you’ll learn the most effective ways to target audiences across social, mobile, display, video and search. Panelists will provide actionable recommendations for reaching new, existing, and lapsed customers, all with measurable results. Case studies will reveal what types of strategies and tactics work to build audiences and how organizations are sharing and cross-targeting their digital audiences online.

10:30 - 12:00 pm

Inspiration Stage Sessions

12:00 - 2:00 pm

Exhibition Hall Open & Exhibitor Pavilion with Lunch Buffet

12:15 - 1:25 pm

Technology Innovation Stage Presentations

1:00 - 2:00 pm

Volunteer Fair & Committee Meetings

2:15 - 3:30 pm









*Closing Keynote - The Pivot to Digital - Marketing Innovations

  • Mike Lorenc, Head of Industry - Ticketing, Sports & Live Events, Google

Google is innovating at an increasingly accelerated pace. Innovations in digital and mobile marketing have exciting implications for the ticketing and live events industry. Hear how Google digital marketing capabilities are helping all types of organizations to engage fans and sell more tickets. Digital media ad spend eclipsed traditional channels in 2016 for the first time, and Mike's future vision will illuminate how artificial intelligence and other advanced technology can help to engage more qualified fans and fill seats.
Sponsored by Paciolan

Conference Closing: Preview of the 40th Annual Conference & Exhibition in Dallas/Ft. Worth 2019

2:00 - 5:00 pm

Exhibitor Move-out