IAAM

This program is tentative and subject to change.

All sessions held at the Intercontinental Hotel
unless noted otherwise.

Saturday, September 13
2:00 pm - 5:00 pm Pavilion I (Saturday Only)	Registration Opens
5:00 pm -7:00 pm Pavilion VI	Arenas Committee Meeting
Sunday, September 14
8:30 am - 9:00 am Salon Pre-Function	Kansas City Kickoff: Morning Refreshments Sponsored by Miliken Carpet
8:30 am – 4:00 pm Salon Pre-Function	Registration Sponsored by Ticketmaster
9:00 am – 9:30 am Salon I	Conference Welcome and IAAM Update
9:30 am –10:30 am Salon I	Keynote Session: 7-Star Customer Service: How to Create an Environment for Everyone to Shine Keynote Speaker: Ruby Newell-Legner, CSP, Guest Relations Training Expert, RubySpeaks, Inc., Littleton, CO For more than a decade, Ruby Newell-Legner has offered staff development programs for some of the largest, most recognized arenas in North America. Her track record in satisfying clients is identified by the number of venues who have hired Ruby again and again to provide training for their leadership and frontline staff. Ruby provides new perspectives and fresh ideas that enhance ongoing customer service initiatives within the sports and entertainment industry to create both immediate and lasting results. Come learn from Ruby’s experience working with the owners of Burj Al Arab, frequently referred to as the only 7-star hotel in the world, located in Dubai, United Arab Emirates. 7-Star Customer Service: How to Create an Environment for Everyone to Shine Ruby’s knowledge of customer service best practices is one reason why her clients include: • The Guest Relations Staff for Super Bowl XLI • The venues hosting 2010 Olympics • The Guest Relations Staff for the Grey Cup • NFL, NHL and NBA Venues throughout North America • The National Tennis Center and Us Open
10:30 am-10:45 am Salon Pre-Function	Break Sponsored by BPI and The Bigelow Companies
10:45 am–12:00 pm Salon I	1A: Customer Service Disasters - Averted! Sponsored by MTS Seating Moderator: Ruby Newell-Legner, CSP, Guest Relations Training Expert, RubySpeaks, Inc., Littleton, CO Ruby Newell-Legner will moderate this lively panel which includes Fred Richardson, Director of Guest Services and Security for AEG at the Sprint Center. Joining Fred on the panel are front line staff AND actual customers as they discuss how we can best rescue those inevitable service breakdowns. Hold on to your (MTS) seats!
12:00 pm –1:15 pm Salon III	Let’s Do Lunch
1:30 pm – 2:45 pm Salon I	2A: General Session Famous Families: FELD and the Family Show Success Story Panelists: Kenneth Feld, CEO, FELD Entertainment, Vienna, VA; Alana Feld, FELD Entertainment, Vienna, VA; Nicole Feld, FELD Entertainment, Vienna, VA; Mark R Duryea, Vice President of North American Routing & Tours, FELD Entertainment, Inc., Vienna, VA; Jeff C Meyer, Senior Vice President of Field Marketing & Sales, North America, FELD Entertainment, Inc., Vienna, VA Delightful family friendly shows never go out of style. Nicole and Alana Feld will join their father, Kenneth Feld, to present a look from the past and in to the future for FELD. Hear what continues to work so well and what is in store for our next generation of arena ticket buyers! Bring out the kid in you immediately following this session and enjoy the annual Ice Cream Social, brought to you as always by FELD Entertainment.
Salon II	2B: Safe Not Sorry: Working Together for Venue Safety Sponsored by Landmark Event Staffing Services ADD LOGO Moderator: Todd Hunt, Director, BancorpSouth Arena, Tupelo, MS Panelists: Pete Beattle, Partner, NPB Companies, Kansas City, KS; Wesley Holmes, Asst. GM, Alltel Arena, North Little Rock, AR; Pete Kranske, President/CEO, Landmark Event Staffing Services, Fort Collins, CO; Cory Meredith, President/CEO, StaffPro, Huntington Beach, CA,; Dane Vontobel, Vice President, Andy Frain, Aurora, IL Let’s be honest: No one wants to be on next year’s disaster panel! While we can’t prevent every emergency, we can do everything in our power to be prepared. Our panel includes representatives from staffing and security firms in-house security experts discussing the latest initiatives in safety and security.
2:45 pm – 3:00 pm Salon Pre-Function	The Ever Popular ICE CREAM SOCIAL Sponsored by FELD Entertainment
3:00 pm – 4:15 pm Salon I	4: AEG Panel Sponsored by ABI, Inc. Moderator: Michael Marion, General Manager, Alltel Arena, North Little Rock, AR A team of senior vice presidents from different regions with AEG Live, will discuss the current competitive landscape, arena touring and other issues. Scheduled to appear: Alex Kochan, Sr. Vice President, AEG Live, Seattle, WA; Susan Rosenbluth, Sr. Vice President , AEG Live, Los Angeles, CA, Danny Eaton, Sr. Vice President, AEG Live, Dallas, TX; Debra Rathwell, AEG Live, Sr. Vice President, New York, NY; John Valentino, Sr. Vice President, AEG Live, West Palm Beach, FL; Joe Litvag, Sr. Vice President, AEG Live, St. Louis, MO, and Steve Moore, Sr. Vice President, AEG Live, Nashville, TN. The panel will break up by regions for market-specific discussion groups.
4:15 pm – 5:15 pm Pavilion I	Allied Members Meeting Sponsored by Nutter Center/ Pepsi Thank you to our Allied Members for all your support of our venues and industry. Enjoy your meeting!
6:15 pm	Buses depart from the Intercontinental Hotel
6:30 pm – 8:30 pm Perceptive Software Founders Club	Opening Reception at the Sprint Center Hosted by AEG/ Sprint Center Sponsored by Daktronics, Inc. Caricature Artist Sponsored by Clarin Seating Our host Sprint Center General Manager, Brenda Tinnen, welcomes you to Kansas City’s newest venue!
Monday, September 15
8:30 am – 9:00 am Salon Pre-Function	Morning Refreshments Sponsored by Caddy Products, Inc. and Washington, Johnson, Haddon & Williams
8:30 am – 3:00 pm Salon Pre-Function	Registration Sponsored by Tickemaster
9:00 am -10:15 am Salon I	4: Kansas City Creative - Innovative Entertainment Marketing Sponsored by Robbins Sports Surfaces Speakers: Russ Cline, RCA Group, Inc., Prairie Village, KS; Chris Fritz, New West Presentations – Kansas City, KS Mr. Cline and Mr. Fritz are long-time figures on the KC entertainment scene. They are co-founders of the National Lacrosse League and are still involved in their team the Philadelphia Wings. Hear what it takes to make it in the sports and entertainment industry from motorsports to Davis Cup and everything in between.
10:15am – 10:30am Salon Pre-Function	Break Sponsored by JTECH Communications
10:30am – 12:00pm Salon I	Concurrent Sessions: 5A: Brand X: the Power of National Brands in Arena Food & Beverage Speaker: Michael Tully, Director Non-Traditional Sales, Quiznos Sub, LaGrange, IL Learn about the advantages of bringing brands into your food and beverage operation. Mike Tully has assembled representatives from several brands who will discuss benefits, costs, results and the POWER of bringing national brands into permanent concession stands, food courts and grab and go applications.
Salon II	5B: It's the Law: Facility Legal Issues Sponsored by Spalding Basketball Equipment Speaker: Mark Tratos, Managing Shareholder, Greenberg Traurig, Las Vegas, NV Mark Tratos will wind his way through the many complex legal issues facing us in the field of Sports and Entertainment Venue Management and Intellectual Property. Bring your questions and enjoy a frank and interactive discussion with one of America's finest attorneys. Mark Tratos counts Steve Wynn and MGM Mirage Resorts on his list of illustrious clients.
12:00pm – 1:00 pm Salon III	Box Lunch for non-golfers Sponsored by American Seating Company
1:00 pm – 5:00 pm Ironhorse Golf Club	Ed Burch Memorial Golf Tournament Sponsored in Part by Tickets.com Cigars provided by Staff Pro, Inc. With its opening in 1995, Ironhorse Golf Club has quickly become the topic of conversation among golfers throughout the Kansas City area. This par 72 championship 18 hole layout was designed by Dr. Michael Hurdzan of Columbus, Ohio. Every effort was made during construction to maintain the natural aspect of the land. From its beginning in 1995, Golf Digest Magazine ranked Ironhorse the #1 Public Golf Course in the State of Kansas.
1:00 pm – 5:00 pm	Non-golfers! You survived whitewater rafting last year – we have “cooked up” some more fun for you this year! Check in at registration for some “tasty” options.
6:00 pm	Evening on your own - armed with the IAAM Insiders Guide to Kansas City
Tuesday, September 16
9:00 am – 9:30 am Salon Pre-Function	Morning Refreshments Sponsored by StageRight Corporation and White Stallion Productions
9:00 am –12:00 pm Salon Pre-Function	Registration Sponsored by Tickemaster
9:30 am –10:45 am Salon I	6: What Going On with Ticketing NOW? Moderators: Scott Mullen, CFE, Executive Director, i wireless Center, Moline, IL; Kevin Ullestad, CFE, Director, Assembly Hall, Champaign, IL Panelists: Fred Maglione, CEO, New Era Tickets, Wayne, PA; Marshall Pred, Regional Director, Tickets.com; Kansas City, MO; Dave Scarborough, Executive VP, Technology, Ticketmaster, Chantilly, VA; Jeff Koets, Vice President, Sales & Marketing, Audience View, Toronto, ON, Canada; Charlotte Allison, Director of Sales, Veritix, Dallas, TX Is the future of ticketing in our PDA’s? A discussion of the latest innovations in the ever-changing world of event ticketing. Representatives from ticketing service providers will share their insights.
10:45am –11:00 am Salon Pre-Function	Break Sponsored by IMG/Smuckers Stars on Ice and Irwin Seating Company
11:00am –12:00 pm Salon I	Concurrent Sessions: 7A: Visit the Grand Opening: Chaifetz Arena, St. Louis; K-Rock Centre, Kingston, ON, Canada; Prudential Center, Newark, NJ; BOK Center, Tulsa, OK Moderator: Cindy Harper, Associate Director, United Spirit Arena, Lubbock, TX Panelists: Representatives and presentations from each NEW facility WELCOME to the newest kids on the venue block – see and hear all about the grand opening celebrations and hiccups from the managers of these fine new facilities.
Salon II	7B: Paint it Green Speakers: Mike Wooley, LEED AP, Associate Principal, HOK Sport, Nashville, TN; Chase Moore, LEED AP, Operations Specialist HOK Sport Facility Operations, Evaluation and Analysis Group, Kansas City, MO Sustainability for existing buildings with the LEED EB program is designed for facility managers to integrate sustainable practices into all facets of operations, to reduce impact on the local community and reduce energy consumption. HOK Sport Facility Operations, Evaluation and Analysis Group presentation team will discuss the economic and employee productivity benefits and highlights of the LEED EB program, including green cleaning, recycling, maintenance and operational procedures, retro-commissioning, water efficiency and indoor air quality.
12:00pm –1:15 pm Salon III	Lunch
1:30 pm – 2:45 pm	SHOW AND TELL Town Halls Sponsored by 360 Architects The arena town hall sessions are designed as a forum for YOUR issues. We encourage you to contact the moderator of the session you wish to attend with your “hot topics.”
Salon I	8A: 10,000+ Seats Moderators: Randy Brown, CFE, General Manager, Allen County War Memorial Coliseum, Fort Wayne, IN; Mike Woollen, AIA, Vice President, Sports & Entertainment Group, HKS, Inc., Orlando, FL Focus on: NHL/NBA related issues, new technologies, security updates and customer service initiatives.
Salon II	8B: Under 10,000 Seats Moderators: Mark Schilling, Director, Corn Palace, Mitchell, SD Focus on: Sponsorships, promoter relationships, and securing new revenue streams.
Rooftop Ballroom	8C: University Venues Moderators: Terry Butler, General Manager, Global Spectrum / The Ryan Center, University of Rhode Island, Kingston, RI; Doug Higgons, General Manager, Global Spectrum / Constant Center, Norfolk, VA Focus on: Scheduling issues, working with athletic departments, and managing the balancing act of a campus arena.
2:45 pm – 3:00 pm Salon Pre-Function	Break Sponsored by Comcast-Spectator Family of Companies
3:00 pm – 4:15 pm Salon I	9: Arena of the Future: Build the NEXT Best Building Sponsored by HNTB Architecture, Inc. Panelists: Brad Clark, AIA, Senior Designer, HOK Sport; Kansas City, MO; Steve Hotujac, Principal, HOK Sport, Kansas City, MO; Jon D. Niemuth, AIA, LEED® AP, Principlw and Design Director, Ellerbe Beckett; Kansas City, MO; Brad Schrock, Principle, 360 Architecture; Kansas City, MO; Thomas L. Tingle, AIA, HNTB Architecture, Inc, Kansas City, MO Do a little dreaming and hear about exciting features coming in new buildings. Moderator Michelle Mangeot, Arenas Committee member and Assistant Director at Freedom Hall and Broadbent Arena in Louisville will lead a panel of expert architects in building the NEXT best building one brick at a time. Share a vision of the future!
4:45 pm	Buses depart the Intercontinental Hotel Driving Options: Parking off the street in front of building. HOK is at 300 Wyandotte Street in the River Market area. Easiest way to there from the Plaza, where your hotel is: • Exit the parking garage and turn left onto Wornall. Cross over east-bound Ward Parkway and Brush Creek. • Turn left onto west-bound Ward Parkway • Turn right onto Roanoke Parkway • Continue on Roanoke Parkway as it turns into Southwest Trafficway • Take the ramp toward I-35 North • Take the I-35 North exit 2Y toward I-70 east/Broadway/US-169 North note – you’ll curve around the west side of downtown and end up exiting on the north side of downtown – don’t take the first Broadway exit you see – make sure you look for the 2Y exit) • Exit at Broadway and continue straight through the light onto 6th Street • Turn left on Wyandotte Street (it’s a stop light and you will see a Valero gas station on your right). • Our building is in between 3rd and 4th Streets on the left side of the road. It’s a big glass building with an LED b When all the fun fuels a powerful hunger, the Providence restaurant scene fills the most ferocious appetite. Head to Federal Hill, called one of the “Top Five Little Italys in the U.S.” Guests at CAV on Imperial Place sip, savor and shop in a historic loft filled with art and antiques from around the world. Get the best steak in town at the sexy and sophisticated XO Steakhouse or the freshest local seafood at Big Fish. Get the drift? Providence delivers what it promises.
5:00 pm – 7:00 pm HOK Headquarters	Closing Reception Sponsored by HOK Sport Caricature Artist Sponsored by Clarin Seating Wander into the minds – and the halls – of arena architects at HOK Sport. You’ll see and hear about current arena projects in Orlando, Pittsburgh, Louisville, Wichita and Duluth and revel in their creative office space designed to inspire. Thank you for coming to the Arena Management Conference 2008 in Kansas City! Join us for the 20th Anniversary Arena Management Conference 2009: “Reunion in R.I.”, September 12 – 15th, 2009 at the Westin Providence Hotel, Providence, Rhode Island. Time to dig out your retro AMC gear!