To view a PDF of the session presentations, please locate the appropriate session below and click on the presentation link.
Your feedback is important to us and is an integral part in improving future ICMC programs. Please complete the conference evaluation by Friday, November 18, it will take 3 to 7 minutes to complete.
Speaker: Paul Turner, Director of Event Operations, Dallas Cowboys, Arlington, TX
Participants will spend a full day at Cowboys Stadium sharing their industry knowledge as an experienced professional in the venue management industry. Participants will be required to provide feedback on stadium operations and act as a secret shopper for one or more aspects of the game day guest experience.
1:00 PM – 2:15 PM
Establishing Levels of Service: What are the Required Service Levels? Who are the Stakeholders?
Speaker: Brad Mayne, CFE, President and Chief Executive Officer, American Airlines Center, Dallas, TX
This session will help you develop, implement, and evaluate your guest services plans. Brad Mayne, CFE will review the necessary considerations: What are the required service levels? Who are the stakeholders? How do you know if you are meetings guest expectations? How does the level of service fit into your venue's overall operation?
Moderator: Cindy Kamradt, Managing Member,
CLK Consulting, LLC, Chicago, IL
Speakers: David Anderson, Vice President of Event Services, Barclays Center Brooklyn Sports & Entertainment, Brooklyn, NY; Chris Bauer, Managing Principal, FocusEGD, Dallas, TX
Information is one of four "key" factors in effective crowd management as well as an important part of your guests' experience. Panelists will discuss what works, what doesn't and best practices for effective visual images.
3:30 PM – 4:30 PM
Developing and Managing Your Patron Health Program
Speaker: Jack Keaton, Special Events Coordinator, Universal Macomb Ambulance, Sterling Heights MI
Every event has a personality of its own. Keeping patrons healthy and safe is the venue management's responsibility; learn the essential and important considerations for developing your Patron Health Program. Also learn the necessary training your staff needs in order to properly assist an ill or injured guest.
Monday, November 7, 2011
8:30 AM – 10:00 AM
Disney's Approach to Leadership Excellence Workshop
Speakers: Sara Jones, Consultant, Disney Institute, Orlando, FL; Michael Donnelly, Facilitator, Disney Institute, Orlando FL
Gain insight into time-tested Disney strategies and tactics for improving business results through exceptional leadership. Throughout this experience you learn the details of the Disney Leadership Excellence Model and how to adapt it to improve results within your own organization.
What you will learn:
• Develop and communicate your leadership vision.
• Establish and maintain effective systems and structures to meet goals.
• Apply the strategies Disney leaders use to foster individual responsibility across the organization.
• Inspire commitment and leadership development in others.
• Implement your own action plan to align your vision, goals and continued development.
Tuesday, November 8, 2011
8:30 AM – 9:30 AM
Lessons Learned Presentations
Speaker: David Born, CPP, Director of Security, STAPLES Center, Los Angeles, CA
Lessons Learned is a unique opportunity to learn from others' experiences. Each of the three incidents presented will address an unfortunate situation, how it was handled and what can be learned from it.
9:45 AM – 11:15 AM
Managing the Factors that Influence Human Behavior: Time, Space, Energy and Information
Speaker: Tamara Madensen, Ph.D., University of Nevada, Las Vegas, Department of Criminal Justice, Las Vegas, NV
Effective crowd management requires preventive action when human behavior displays signs of a problematic situation. This session will show you how to identify the warning signs of problematic behavior through the principles of Time, Space, Energy, and Information; as well as the appropriate actions to mitigate the situation.
11:15 AM – 12:00 PM
Credentialing: Techniques, Ticketing, Tools, Technology and System Design
Speakers: Paul Turner, Director of Event Operations, Dallas Cowboys, Arlington, TX; Michael Konradi, Vice President, External Affairs
AT&T Cotton Bowl, Arlington, TX
Managing the access and movement of guests - press, staff, participants, event personal, etc. is a security and guest services challenge.
This session will provide procedure and system experiences that will help enhance your guest access program, e.g. tracking systems. You will learn how to develop appropriate procedures for each type of guest pass, which will not only improve staff performance, but also the ability to measure staff effectiveness.
1:30 PM – 2:30 PM
Legal Forum: Empty Gesture? Security Theater and Guest Safety
Speaker: Steve Adelman, Attorney, Adelman Law Group, PLLC, Scottsdale, AZ
Starting from the concept of "security theater," usually used to criticize what someone thinks is an impressive-looking but meaningless security practice, venue safety expert Steve Adelman considers the legal effect of pat-downs, security cameras, and uniformed guards.
Adelman is the head of Adelman Law Group, PLLC in Scottsdale, Arizona. He is a litigator, expert witness, and frequent author and speaker about venues. Adelman is also the instructor for Facility Management Law School, a specialized course of the Academy for Venue Safety & Security.
2:30 PM – 3:30 PM
Emergency Response & Human Behavior: How Humans Behave in an Emergency
Speaker: Kenny Shaw, Director, Emergency Management for the City of Dallas, Dallas, TX
Different types of emergency events result in a variety of reactions and behaviors from the crowd. This session will look at the importance of considering these behaviors when developing your emergency preparedness plan and how you can best prepare for these events.
Speakers: Kristi Avalos, President and Chief Executive Officer, Accessology Too LLC, Mckinney, TX; Jack Keaton, Special Events Coordinator, Universal Macomb Ambulance, Sterling Heights MI
ADA regulations and effective safety and security practices for a disabled person can create a gap in service expectations. This session will look at considerations for your disabled patrons and guests services program.
Speaker: Russell Read, Director of Operations, AT&T Performing Arts Center, Dallas, TX
Business continuity preparedness is important when an event is interrupted by an incident or emergency. Guest services and crowd management during and after a delay, emergency, or postponement is a part of an organization's Continuity of Operations Plan (COOP). Learn the necessary steps involved with preparing, recovering and delivering services to keep the event going.
Speaker: Kevin M. Mattingly, Director of Operations, Phoenix Convention Center/City of Phoenix, Phoenix, AZ
When "the really bad thing" happens, knowing how to manage the situation is a key factor in the outcome. Understanding the Incident Management System and knowing how to apply it to your venue's standard incident, risk and crisis management practices will enhance your venue's emergency preparedness. This session will address how to use the Incident Management System in your every day event operations; and what the expectation of the first responders will be when they arrive.
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