Thomas Becomes Fourth President in RMA’s 100 Years€¦ · 1. How offering world-class service...

Continued on page 11

1st Quarter 2009

Shopping is a social activity. You would think that retailers would be running to figure out everything they can (and should) be doing online to improve their conversion rates by building community and connecting to consumers through online social networking.

That was the general message speaker after researcher after retailer after venture capitalist told the crowd in Amsterdam this week during the first-ever Global E-Commerce Summit presented by Shop.org (full disclosure: I was one of the keynote presenters).

The usual slew of, “people don’t shop because they need things, they shop because it’s an act of belonging to a community and provides them with a sense of connectedness” has some glaringly obvious and similar links to why platforms like Facebook and MySpace are working: it offers people a place to promote themselves, communicate, share and validate who they are and what they’re about.

So, how do retailers stack up with their Digital Marketing?

Since October, between serving as Interim and now full-time President and Chief Executive Officer of the Retail Merchants Association, Nancy Thomas has found her footing and is enjoying becoming more familiar with existing RMA programs, and especially discovering what members really want and need. “I’m so pleased to have this opportunity to get to know our members better, and since October, my appreciation has grown for their knowledge and experience,” Nancy comments.

Her message to members:

2009 is going to be very demanding -- as you and every other member re-think goals, business practices, marketing strategies, resources, staffing, and all the ‘nuts and bolts’ of being a profitable business. Rest assured… Retail Merchants Association understands. More importantly, we are here to help

Thomas Becomes Fourth President in RMA’s 100 Years

you in every way possible. We want your membership to work for you.

Nancy Thomas wants to see RMA bring you topics, meetings, discounts, involvement opportunities, and

information that will help you improve your business and bottom-line.

By ‘staying on top of Capitol Hill’ and monitoring regional & local jurisdictions, RMA is watching your back for legislation that takes money out of your pocket or adds undue regulation.

RMA will continue successful networking opportunities and encouraging partner-ships and information exchanges.

RMA, its Board and staff are available to answer your questions, direct you to knowledgeable resources, anticipate business ‘challenges’ and react to social & economic shifts.

Nancy knows that RMA can’t do this alone. “We are fortunate to have a membership that speaks its mind and communicates its needs, and I hope members continue to do so. “

Nancy Thomas, RMA President/CEO

The Social Life Of ShoppingBy Mitch Joel, President, Twist Image

Continued on page 11

According to an August 2008 study by Internet Retailer and Vovici that was recently discussed in eMarketer as part of the news item, Retailers Get Social with Facebook (October 29th, 2008), Facebook seems to be the clear leader:

“Nearly one-third of responding businesses said they had a Facebook page, compared with 27% that had a MySpace page and just over one-quarter that had a page on YouTube. A September 2008 study by Rosetta (formerly Brulant) that focused on the top 100 online retailers in the US found that 59 had a fan page on Facebook, up from 30 in May 2008. Among the 29

2 | www.RetailMerchants.com | 1st Quarter 2009

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Retail Merchants Association5101 Monument Avenue

Richmond, VA 23227(804) 662-5500

Toll free (866)750-2532www.RetailMerchants.com

For information, contact [email protected]

Mailing Courtesy of:

Produced by:

ADVERTISE IN RETAIL PARTNERS QUARTERLY NEWSLETTERFor advertising information or to

publish any news about your business:Contact Pat Vitsky 804-662-5500, toll-free 866-750-2532

[email protected]

3 New DMV ID

4 In Brief

5 Retailer’s Tool Chest

6 RMA Country

7 CEO to CEO

8 Steve Strauss - Q&A

9 RETAILERS 4 LIFE 10 SEEN at RMA

12 Member Profiles

13 Welcome New Members

14 Essentials for Performance

15 Meet the Board

16 Words From Tom Blue

17 SCORE Workshops

18 RMA Event Calendar

19 Retail Authority Mentoring

Contents

For more events, meetings, chapter dates, see calendar on page 18 or visit www.retailmerchants.com for complete calendar and

to register for all events.

What is “world-class service?” It is the talk of many in service industries but the reality of few. World-class service will greatly exceed service expectations on a consistent basis. When a client is provided with world-class service, it often becomes a legendary experience that is retold to others in a form of free publicity that cannot be bought. Michael Guld will break down the attributes of world-class service and show by example how in most situations, it’s the customer’s buying experience that will determine your reputation more than the products or services you sell.

Thank you sponsors:

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productivity, and creating a world-class service experience.

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Provide World-Class Service on the Local Level

on April 3, 2009 from 7:45 – 9:15 am

The Westin Richmond 6631 West Broad St, Richmond

804-282-8444

How offering world-class service can make 1. the difference during recessionary times.

The six actions that lead to world-class 2. service.

Why it’s not just what you say…it’s how you 3. say it (body language).

The three axioms of customer service 4. – communication, communication, communication.

Why you will never lose business over a 5. problem…only the way it is handled.

Examples of best practices of world-class 6. service from around the country.

Members, $25

Non-members, $30

Register online at

www.retailmerchants.com

Or call (804) 662-5500

toll free (866) 750-2532

1st Quarter 2009 | www.RetailMerchants.com | 3

Virginians will soon have the safest, most secure driver’s licenses and ID cards in the U.S. This year, the Virginia Department of Motor Vehicles (DMV) will implement newly designed driver’s licenses and ID cards and a new issuance process.

The cards will have a new look bearing symbols of Virginia pride, the state capitol building and state flower, and will have state-of-the-art security features. Cards will be issued from a central location using technology that is more advanced

than printers in DMV offices.

“The new driver’s licenses and ID cards will be the most secure and trusted state-issued credentials in the nation,” said DMV Commissioner D.B. Smit. “The enhanced security will reduce the risks for fraud and ID theft.”

The most notable of the security features is a clear window, containing a black and white photograph of the cardholder, visible from the front and back of the card. Virginia’s will be the third such driver’s license worldwide and the first in the U.S. to carry this feature.

The newly designed cards will, however, maintain many of the current card features. DMV worked closely with law enforcement, retailers, hospitality representatives and others while designing the new licenses and IDs to ensure the cards meet their unique business needs. Adult licenses will remain horizontal and cards for those under 21 will be vertical. Juvenile cards will show the dates that the individual turns 18 and 21, to assist retailers curb the illegal sale of tobacco and alcohol to minors.

Virginians who apply for a driver’s license at DMV customer service centers will receive temporary driving permits. Licenses will be mailed to their home addresses.

The new issuance process will be similar for Internet transactions. Online customers conduct a transaction, print a receipt and receive their cards through the mail. Eligible customers can continue to renew via Internet (www.dmvNOW.com), telephone and mail.

Risk for Fraud and ID Theft ReducedDMV Implements New License Design & Issuance Process

New IDs

“Central issuance of driver’s licenses and ID cards will reduce the use of false addresses and eliminate the appeal of out-of-state residents to attempt to illegally obtain Virginia licenses,” Smit added. “It is essential that customers provide DMV with their current addresses.”

Between March and July 2009, customers will begin experiencing the enhanced process and receiving the new secure credentials. Currently issued driver’s licenses and ID cards will remain valid until expiration dates.

For more information, visit www.dmvNOW.com.

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IRS CONTINueS TO ROLL OuT NeW WeB PRODuCTS FOR SMALL BuSINeSSeS AND The SeLF-eMPLOYeD

Small Business Resource Guide In order to provide the most timely and up-to-date tax information, the Small Business Resource Guide (SBRG), formerly a CD-ROM, is now available exclusively online at http://www. i r s .gov/bus inesses / sma l l /article/0,,id=155439,00.html.

Designed to equip small business owners with the skills and knowledge needed to successfully start and manage a business, IRS has ensured the SBRG 2009 Web site offers the same quality of information the SBRG CD was known for, covering a wide range of tax topics, Web links to business forms, publications, other useful governmental Web sites, and much more.

Small Business Video and Audio PresentationsA new page at http://www.irs.gov/businesses/small/article/0,,id=97726,00.html on IRS.gov features video and audio presentations on a variety of topics for small businesses and self-employed taxpayers, highlighted by an audio podcast reenactment of the May 2008 IRS National Phone Forum for first-time Schedule C filers. Also included are:

Adjusting Employment Taxes: New 1. for 2009Backup Withholding for Form 2. 1099-MISC Bartering Income 3. Choosing a Tax Preparer 4. Employer Identification Numbers 5. Small Business Tax Workshops 6. Schedule C: Who needs to file and 7. how to do it

In addition to these video and audio presentations, please visit the Small Business / Self-Employed Virtual Small Business Tax Workshop at http://www.irs.gov/businesses/small/article/0,,id=200274,00.html for instructional lessons.

Self-Employed Individuals Tax CenterSmall businesses and the self-employed will also find information and resources in the Self-Employed Individuals Tax Center at http://www.irs.gov/businesses/small/selfemployed/.

e-News for Small BusinessesTo learn about other IRS products and services, and to keep up with the latest IRS announcements for small businesses, start a free subscription to e-News for Small Businesses; just go to IRS.gov at http://www.irs.gov/businesses/small/content/0,,id=154826,00.html, type in your e-mail address and submit.

VMFA PICKS CARMeN F. FOSTeR FOR COMMuNITY AFFAIRS POSTThe Virginia Museum of Fine Arts has named

Carmen F. Foster to be its new director of community affairs. Her focus at VMFA will be “engaging previously unserved and underserved populations and ensuring that the museum, a statewide arts institution, is seen as inclusive for all,” says VMFA Director Alex Nyerges.

“Carmen will assist us in continuing our efforts to encourage all Virginians to take advantage of the museum’s outstanding offerings in exhibitions and programs and in fulfilling our mandate to serve the entire state.”

Foster, a Richmond native, says she has been involved with VMFA “since I was a teenager.” As an adult, she was a co-founder of VMFA’s Friends of Art, and “I have been witness to how the museum has been transformed – culturally, socially and structurally – since the 1960s.

PRO PRINTINg POSITIVeSPro Printing, which has been under new ownership since March of 2008, saw an increase in customers and sales through this past year. The new owner, Charles Pearman, has a strong printing background which has helped him to better serve his customers - saving them money without compromising quality or company profit. There are times when using a different paper, or printing a job by offset printing instead of digitally, might save the customer money. Often the quality is even better. When a customer saves money and gets great service....they make recommendations to other businesses. That is what Pro Printing has experienced over the last 10 months. They have updated their graphics department

In Briefwith new computers and software, increased digital printing capabilities, and are launching a new web site at www.proprintingrichmond.com.

COBB TeChNOLOgIeS ReVeNueS ROSe IN 2008 Cobb Technologies, Virginia’s leading independent document solutions dealer, posted double digit increases in equipment sales, service & supplies in 2008. “One main reason our revenues rose in 2008 is because of cost-saving initiatives we provided to our customers,“ said owner Freddy Cobb. “We have the ability to electronically manage an entire fleet of printers or digital copiers through our FleetView software. This can save customers money by reducing the man-hours needed to administer their networked digital equipment.” Cobb Technologies also created customized service plans for customers to accommodate the fluctuating copy/print/scan volume that occurs in an uncertain economy. www.cobbtechnologies.com

STePS TOWARD FReeDOM: LINCOLN’S WALK IN RIChMOND, APRIL 4Th-5Th Retrace Abraham Lincoln’s steps on his visit to Richmond in April 1865, just a few days after the city’s fall to Union forces. As part of the bicentennial year celebrating Lincoln’s birth, this two-day program of lectures and walks considers the symbolic nature of the occasion which marked both the near-end of a bloody armed conflict and the promise of freedom for enslaved African Americans. Maps will be provided for all walkers on the day of the tour, or participants may download the map directly at http://www.lincolnwalkrichmond.com/.

Presented by the Martin Luther King, Jr. Commission, the Library of Virginia, the National Park Service, the American Civil War Center and the Valentine Richmond History Center. All events are free & open to the public. Public information: 804-649-0711 X301

JAMeS RIVeR BuS LINeS ReCeIVeS NATIONAL AWARDSJames River Bus Lines was awarded the United Motorcoach Association Vision Award for sound business practices, excellent safety record,

Continued on page 9


Sports fans are familiar with the concept of a “building season.” When star players graduate or retire, teams often go through a few losing seasons during which they try to rebuild their strength. We appear to be in the midst of an economy-wide building season during which forward-looking managers can take advantage of the (albeit unwelcome) respite from the hustle and bustle of a healthier business tempo. Like the wise coach, business leaders can use this time to update their game plans and rebuild their teams for the better times that some prognosticators think could start as early as the fourth quarter of this year.

One of the biggest dangers in this downturn, in addition to financial challenges, is the possibility that the team members’ sense of commitment could be undermined. Most people recognize that reductions in hours or work force may be necessary, but other, more subtle threats exist as well. The inevitable pressures to do more with less in an unforgiving situation can leave team members with the impression that they are considered an expendable commodity. Add a poor job market, and people can begin to feel trapped and exploited. As a result, they may engage in defensive measures like stretching out assignments or failing to cooperate in the search for efficiency and cost savings for fear they will be deemed redundant and laid off. Talented people might also stick around only until times improve and they can “jump ship.”

One good way to build long-term commitment among your team members is to be open with them about the situation. It’s okay to admit things aren’t going as well as you would like – they know it already. Pretending otherwise will only undermine their confidence in your leadership. You might be surprised how willing they can be to participate in cost- and job-saving measures like reduced work weeks and split shifts, or even come up with some ingenious and effective solutions themselves when they feel trusted and valued. If you can afford it, you might want to carry out projects that would create problems during normal traffic counts, like redecorating the store or reorganizing the back room. You might also consider giving your staff the option of “dressing down” for a few shifts and doing that work instead of hiring contractors.

One benefit of adversity is that it exposes the weak points, so another good use of that unwelcome free time is to review your processes and procedures for opportunities to improve service or reduce costs. Yesterday’s best practices can be today’s vulnerabilities, while high traffic count and cash flow covers a multitude of sins. Tools like service blueprints and fishbone diagrams, which might seem too time consuming when the shelves need stocking, can be used to examine processes and procedures in detail for weaknesses,

potential service failures and opportunities to streamline and foolproof them for improved customer service and reduced costs. This is another opportunity to use team members’ time constructively, because they will often be your best source of information and ideas. Seeking their participation will communicate that you value their talents and unique insights that come from working in your business. You’ll want

to get the analysis and planning done early, because you will want to complete the changes, including retraining, in time to be ready for the recovery when it comes. We all hope you don’t have much time!

If you are interesting in learning more about this topic, or about other useful money-making tactics, please consider Longwood’s Retail MBA program.

Dr. Gaskins is an Assistant Professor of Marketing and Retailing in the College of Business and Economics at Longwood University. His articles appear in such outlets as the International Journal of Forecasting, the Journal of Health Care Marketing, FIU Hospitality Review, Journal of Selling and Major Account Management, and the Journal of Business and Behavioral Sciences. He can be reached at (434)395-2216 or by e-mail at [email protected].

The Retailer’s Tool ChestBuilding Season: The Time is Right Now by Dr. John Gaskins

One good way to build long-term commitment

among your team members is to be open with them

about the situation.


by Laura BeckRMCVB Marketing CoordinatorThe Richmond Metropolitan Convention & Visitors Bureau (RMCVB) is letting the cat out of the bag, so to speak. Since August 2008, RMCVB has busily worked behind the scenes to launch and promote RichmondInsideOut.com, a Web site for insider insights on the best places to go, best places to eat and best things about living, working and hanging out in the Richmond Region. RMCVB is now taking it one step further by letting you know what locals are saying.

Here’s how it works. Richmonders are posting all about their favorite places in the Region on RichmondInsideOut.com, all day, every day. If your business gets posted, you get a “You’ve Been Posted” e-mail, linking you directly to your glowing review. It’s that simple.

Site Manager & Event Planner for Hanover Tavern Foundation, Laura Curzi, received a “You’ve Been Posted” e-mail with a link directly to a Hanover Tavern post where a Ms. Cynthia M. raved about the property, the Barksdale Theatre located at the Tavern and the restaurants available on site. “I was very happy to get feedback about the Foundation from the RichmondInsideOut.com post,” said Curzi, who later shared the post with colleagues. “I really enjoy RichmondInsideOut.com, and use it personally to find great hot spots, etc.—especially because I’m new to the area.”

Content on RichmondInsideOut.com is entirely user-generated and there are no login requirements. Comments, photos and videos are posted and voted

RMA CountryYou’ve Been PostedRichmondInsideOut.com Alerts Businesses to What Locals are Saying

for by those who know the Richmond Region best—locals. By posting their favorites, users help spread the word about the best things to do, places to go, hot spots, great restaurants, cool quirks and everything there is to love about the Richmond Region.

“RMCVB is excited to offer this notification service to our local businesses and attractions—no strings attached,” said RMCVB Vice President of Marketing, Jennifer Carnam. “We hope doing so will generate even more positive buzz among local businesses and residents, at the same time give potential visitors unique perspectives and insights into the Region.”

When you see the “You’ve Been Posted” subject line in your Inbox, be sure to check out what people are saying about your business and spread the word. The more locals, and visitors, who know, the more business you just might get.

Check out RichmondInsideOut.com today and post about your favorite Richmond Region spots!


As far as recharging our business for 2009, well, we make a point to do that every day, every week and every month. Once you become complacent, no matter how far ahead you might be, somebody will figure out what took you to the alter and come after you. And 2009 will be a make or break year for many, so every retailer should be thinking about how to get their customers and staff excited.

Just like every year, our buyers are out there looking for new and exciting merchandise to drive consumers to Saxon. They may be looking

for a little less, but their task is the same as years before; excite customers and give our staff something to talk about whether it’s fashion, comfort, the season’s new color or a hot new brand.

E-mail must be a strong part of your advertising as newspaper and broadcast rates go up and the market becomes more splintered. Nothing reaches our customers more effectively or

inexpensively than our e-mails. We will also utilize radio and TV to reach the masses that may not currently be Saxon shoppers.

Our staff is the key to our success and/or failure. If you do not invest in the minds and pocketbooks of your staff, they will never deliver the type of service that brings shoppers back. With a staff of about 100, Saxon is always making staff changes in an effort to make the shopping experience at Saxon consistently rewarding and enjoyable.

www.saxonshoes.com

CEO to CEOWhat are your plans to ‘recharge’ your business for 2009?

CREATIVITY – That must be my theme for 2009! In order to recharge my business, Andrea Wynne, and

to survive the current downturn in the economy, I have increased my use of the Internet, discovering many new and FREE marketing tools overlooked in the past. I now offer more services including an in-house interior designer, a custom picture framer, an exterior living-space planner and a faux finisher. These additions make my business more multi-dimensional and help it stand out among the competition. I continually search for that extra opportunity, that unique service, and those subtle hints that just might be the thing to make my business grow and prosper.

Creativity is not only how I use what I have; it is a state of mind and a divine attribute. As a creator, I can choose to shift from the negative thoughts of lack and fear, so prevalent during an economic crisis, to a higher level of consciousness with thoughts of prosperity and abundance. Only by making this shift am I able to recognize that the obstacles I once saw as blocking my way are not as daunting as I once thought. My mind is free to create and to be receptive to the opportunities that open before me. As a creator, I can also choose to be a producer and a doer, rather than just a watcher and complainer. I can choose to live by the follow mantra: “I let go of all my thoughts about money, I let go of all my debts, I let go of my wealth. I open my mind to receive abundantly. I send forth my abundance in a way that serves the world.” With creativity as my theme and that quotation as my motto, I am better equipped to make the difficult decisions and to accept the results of those decisions that do not turn out as I originally intended. www.andreawynne.com

GARy WEINER President

Saxon Shoes Richmond

ANdREA WyNNE

Fine Furnishings & AccessoriesCharlottesville

Show your appreciation by sending flowers from Strange’s. It’s the perfect gift for new business or a job well done. It’s a smart business decision because, when you order online, you save with no wire services fees (up to a $13.95 value) for flowers sent anywhere in the US and Canada. A smile is just a click away online at www.stranges.com.

Northeast321-22003313 Mechanicsville Pk., near Laburnum Ave.

West End360-280012111 W. Broad St. between Rt. 288 & Short Pump Town Ctr.

Bon Air321-04608010 Midlothian at Buford Rd.

Midlothian321-045511704 Midlothian Pk., one block west of Huguenot

Hull Street321-04706710 Hull Street at Chippenham

www.stranges.com


TodAy’S TIP: Want some help getting ahead?

Consider joining the Great American Small Business Challenge, a new, national non-profit event, co-sponsored by over 25 Small Business Development Centers. The Challenge is intended to help small business owners develop the leadership skills and follow-through actions they need to deal with this challenging economy. All Challenge participants receive free access to useful organizational-improvement software, leadership-training and support. You can learn more at: http://www.greatamericansmallbusinesschallenge.com

Q: Do you think the next four years will be better for small business than the past four? Other than the last 12 months or so, I was pretty happy with how things were in my business.

- Taylor

A: If I had the opportunity to give a State of the Small Business speech, it would go something like this:

“My fellow small business owners: Here we are on the eve of an historic presidential inauguration that all Americans can rightly be proud of, yet the state of small business is one of worry and concern. We stand on the brink of an era that is full of both promise and peril.

“The economy is the worst we have seen in over 50 years. Capital is hard to find. Finding new customers is even harder. And because consumers are reluctant to spend, businesses all around are truncating and cutting back. You probably know someone who is out of work.

So what are we to do?

First, knowing that we have faced tough times before – and made it through - should help us know that we can survive these challenging times as well:

Back in 1980, right when Ronald Reagan took office, inflation

was running at 19% and unemployment was at 12%. Try running a business in that sort of climate!

1932 saw the Great Depression, with 25 % unemployment, no spending to speak of, and followed by a recession just a few years later..

But knowing that times were tougher before does not help you meet payroll. It is an intellectual comfort, but not much of a financial one. So, while you have to believe, you also have to act.

There is a saying – ‘if you always do what you have always done, you will always get what you have always got.’ But that’s not true today.

If you continue to do what you have always done, you will likely get less than you are used to getting. So what do you do? You have to do more. You may have to work more. Or advertise or network more. You might have to hustle more, or schmooze more, or be more creative.

But what you cannot do, should not do, is do what you are used to doing. People are changing. Their habits are changing and how and what they buy is changing. You must change or perish.

What is required of you today should not be unfamiliar to you. You have already once done what you need to do. What is that, you ask? Namely, it is to take action. Remember when you first started in business or your career and you had no idea what you were doing? That did not stop you then, did it? You took action anyway.

And that is what you must do again. Dust off those musty plans, those dreams deferred and wacky ideas and take them for a spin. Who knows where they may take you.

The important thing is that you be brave and move forward. Do not be paralyzed by fear or worry.

Acknowledge the times. Accept the challenge. Change and act. Things will get better. They always do.”

Q & A for Small Business

by Steve Strauss

Steve Strauss is one of the world’s leading business experts, a popular speaker on the business lecture circuit, and is sure to leave and audience thrilled. A columnist for USA TODAY, lawyer and author, his latest book is the best-selling Small Business Bible: Everything You Need to Know to Succeed in Your Small Business.

You can sign up today for his free newsletter, “Small Business Success Secrets!” at his web site: www.MrAllBiz.com


Retailers 4 Life Donor Sign-Up campaign will be promoted during the entire month of April 2009. The Retailers 4 Life initiative will coincide with National Donate Life Month when organ donation organizations across the country raise awareness of the need for organ and tissue donation.

The Retail Merchants Association is supported by local businesses, colleges and universities and are partnering with regional organ procurement and transplantation organizations to educate their employees, customers and students about organ, tissue and eye donation. Through the Retailers 4 Life campaign, the general public in central Virginia can receive donation information from many business and academic locations. Numerous neighborhood shopping centers will also be participating.

The campaign in 2008 was deemed a “huge success.” According to Donate Life Virginia, approximately 3500 more people in the central Virginia area registered for organ and tissue donation on www.Save7Lives.org in April than in May. Retailers 4 Life was presented as a best practice at a national conference on organ procurement professionals in June 2008.

While the number of additional registered donors is impressive, we must remember there are more than 100,000 persons nationally waiting for an organ transplant. One Virginian

dies every other day waiting for a life saving transplant.

The local Donate Life Virginia Partnership consists of LifeNet Health, Old Dominion Eye Foundation, Minority Organ Tissue Transplantation Education Program of Richmond, Donate Life America and the United Network for Organ Sharing.

Retailers 4 Life organ sharing information is available online at www.retailmerchants.com. Please contact Preston Perrin at 804-662-5500 or [email protected] if you would like Retailers 4 Life organ sharing information and donor application forms for your employees and customers. There is no cost to participate.

One hour training and Q & A sessions will be offered at the Retail Merchants Association’s offices on Tuesdays in March (3/3, 3/10, 3/17, 3/24) starting at 8:30 a.m. Attendance at one session will answer all questions.

Special InterestReTAILeRS 4 LIFe - 2009

innovative approaches to operations, marketing & customer service, being a good corporate citizen, and raising the standards for the industry and all other motorcoach companies. In addition, operator Mr. Dwight Lacey was awarded the 2008 Safety Leader of the Year. www.OneTransportationSolution.com

LA DIFFeReNCe ReCOgNIzeD IN ‘FOODBANK FOCuS’The Central Virginia Foodbank recognized “LaDiff” in its seasonal newsletter: “By drawing people in with their store offerings as well as the giant soup cans with labels that said

‘Charitable Giving Benefits Twice’, the popular home furnishings store in downtown Richmond generated the equivalent of 22,000 meals.

JeNNY PRICe STePS ON BOARDJenny S. Price, Vice President of Membership & Event Marketing at RMA, has been elected to serve on the Board of Ronald McDonald House Charities Richmond.

“In Brief” Continued from Page 4


SEEN at RMA

RMA’s We Love Our Members Open house

New Members (left to right) Front row: Julie Winans, Susie Galvez, Mary Foley, Kathy Roman, Rejena Carreras, Susan Phillips, Deanna Dovell. Back row: Steve Fitchett, Beth Proffitt, Bill Hix, Ron Cooper, Jan Leaton, Cristy Moran, Jim Roman, Lawrence Bellam, Shaun Frank, David Via, Kirsten Lloyd


SEEN at RMA

Virginia Retail Federation’s Dealer Discount Rally at Capitol Hill makes news.

Nancy Thomas welcomes the RMA contingent to the bus heading to Capitol Hill.

Thomas is the first female to fill the lead role in the 100-year history of the organization. “I don’t look at leadership from a male or a female aspect, but as a role that takes commitment, vision and passion. My goal is to serve the retail community well.”

Prior to being co-owner of Turn Key Interiors, a design firm catering to large-scale projects in the U.S. and

abroad, Thomas owned and operated the Arcade on Grove, a Richmond-based home furnishing and gift retail store for 13 years. Before that, Thomas spent nearly 11 years in a number of management positions at This End Up Furniture Co, a national retailer with 250 stores coast-to-coast.

She holds a degree in Business Administration from Virginia

“We are fortunate to have a membership that speaks its mind and communicates

its needs, and I hope members continue to

do so. “

Commonwealth University. She is extensively involved in community programs including Meals on Wheels and St. Bridget’s Church and School. Thomas and husband Jeff live in the Richmond area and have 2 children.

“Thomas” Continued from Cover

White Oak Mall Opening

February First Friday Forum

Power HourSecurity Meeting for

Small Business


Member Profiles

Keith Gastrock, Owner, Dominion Sign Company, Richmond

My family moved to Virginia, from Ohio, when I was 4 and I consider myself a Virginian. In my early career, I was the assistant to the Secretary of the Board of Directors at State Planters Bank (now SunTrust). After raising my children, in the late 80’s, I went to work for a local law firm where I held many positions from Coordinator in Document Processing to Staff Recruiter in Human Resources, with a number of positions in between spanning 18 years.

I currently am the Owner/Operator of a Merle Norman Cosmetics franchise located at Willow Lawn Plaza. My business is in retail cosmetic sales as well as other personal/gift items and services including purses, jewelry and teeth whitening. I am a new member with the Retail Merchants Association as of January 8, 2009.

I draw great inspiration from my family. My 89 year old father is still working and my 81 year old mother is still volunteering

CollEENCRoNE MooRE

Merle Norman CosmeticsRichmond

and working. I believe that, at 58, I am just beginning the second half of my life and doing something more exciting than I have ever done before. The hope that someday my daughter and granddaughter will join me in my business makes me very determined to succeed.

The best business decision I ever made was to leave the legal field and purchase my Merle Norman franchise. Prior to purchasing my franchise, I was not challenging myself and channeling my talent in the right direction. If I could “do over” one past business decision, it would be to have become an entrepreneur much earlier in life and not to have spent the many years I did working for others.

When I am not working I prefer to spend my time with my two grandchildren, the lights of my life. Being the owner of my own business no longer affords me much time for this great pleasure.

This job is different from others I have had because I am totally in control of my future and it will challenge me beyond any challenges I have ever faced. It also gives me the opportunity to interact with so many different people on a constant basis, making each day an exciting new adventure.

My favorite quote: “Procrastination is the art of keeping up with yesterday.” It always helps me not to feel so guilty about my bad habit of procrastinating.

[email protected]


I am originally a Midwesterner. I came here to go to RPI for a degree in engineering. I began my career in that field. Pianos, piano repair and music came as a second career. In 1976 I opened my first service business in piano restoration. In 1980 I opened the Carytown store. Richmond Piano was successful there and essentially outgrew our location.

The primary business of Richmond Piano is selling new and preowned pianos. We also have an extensive service business tuning, repairing, restoring, moving, storing and renting pianos. We have always provided music instruction, but it wasn’t until our move to West Broad Street that we had the facilities to make instruction a cornerstone of our offerings.

We have been a member of the RMA since the early 1980s. I realized the importance of our membership then and now. While I cannot attend many events now, I have staff members who can take advantage of the programs.

The best business decision you ever made, believe it or not, was going into retail and staying in retail. It is a hectic business, full of surprises, and in times like these can be almost overwhelmingly stressful, but one thing is certain, it isn’t dull.

douG WuRzPresident & Owner

Richmond Piano, Richmond Piano Rebuilders and the Richmond Piano Music Education CenterRichmond

The economy is the biggest challenge – but it is also our greatest opportunity. Our number one goal is weathering the storm. I believe we will survive and be even stronger for having done so. I also believe our competition will be reduced which will open up even greater opportunities for us.

The advent of the internet has done much to encourage the next generation to explore music whether or not they intend to be professional musicians. This has moved music and music instruction from being an elite pursuit to an activity almost anyone can enjoy for their entire lifetime. This is a great opportunity for us.

The best environment to problem-solve and be most creative? I have a horse farm that requires daily attention and nurturing. That world is far removed from the store. Some of my most creative problem solving moments come in the quiet of this world, outdoors with the animals.

I don’t like to look back and second guess what I might have ‘done over.’ That kind of activity could drive you crazy. The only thing I might do over would be to open the Music Education Center ten years ago. We’ve all worked hard to get the Center going. The economy is making that job tougher. Ten years ago we might not have had such an uphill battle.

I’m most proud of being recognized as an authority on piano construction. My background in engineering helped immensely in earning that distinction, but it took years of work and study to learn the intricacies of piano building and restoration. To be recognized for my efforts was a great reward.

www.RichmondPiano.com


We did it when we were kids.Smart businesses are doing it now.

Wanna Trade?

Improve Cash Flow and Increase Purchasing PowerCall Today and Ask About Our RMA Discount

(804) 257-7126

AmeliaJ & D Specialties, Joliann M. AustinNamaw’s Country Diner, Jason Campbell

AshlandJunk In The Trunk, Shaun S. FranckA Scentual Experience, Susan Phillips

ChesterVillage Glassworks, Robin Patterson

glen AllenArbonne International, Stephanie Bohanon127Tech, Inc, W. Garth CallaghanBella Rosa, Inc, Heather HartonInfinity Business Group, David Via

goochlandNadolskis Fine Meat & Seafood, Jonathan Nadolski

henricoRichmond Corporate Video, Ivan AlzuroSyrinx Technologies LLC. Bryan Miller

ManquinKing William Miniatures & Collectibles, Elizabeth Jones-NeaultLeo Paul & Associates, Christopher Neault

OilvilleJim Roman & Associates, LLC, James Roman

RichmondNorthwestern Mutual, H. Alan BedellCarreras Jewelers, Rejena CarrerasNew York Life Insurance Company, Rod DeBordRiver City Motors, LLC, Deanna DovellClearPoint Credit Counseling Solutions, Ann EstesPrintegration, Inc, Steve FitchettLeaton Resources, Janet LeatonStrategy By Design, Bart LevyChez Lloyd, Kirsten LloydMerle Norman Cosmetics Studio, Colleen MooreHand Therapy Solutions, Christine MoranHix Heating & Air Conditioning, Inc., Lee WellsDivaris Real Estate, John Wingfield

Raleigh, NCAdministaff, James Walton

Welcome New Members


January – February 2009


Bravo Member Jim Donlon! The following was recently received at RMA:

This e-mail is in response to our recent visit to Ashland, VA to attend a surprise 40th Birthday Party for our daughter and son-in-law. We arrived in Ashland by Amtrak on February 6, 2009 and asked a passerby for directions to the Ashland Hampton Inn. As he was unsure, he referred us to Train Town Toy & Hobby shop and manager Jim Donlon for assistance.

Mr. Donlon insisted that we not walk to the Hampton Inn but that he would take us there himself. He temporarily closed his shop. As he had limited space in his van, he first took my wife to the Hampton with instructions to me to wait for him to return and also take me to the hotel. He refused any gas money or any other remuneration for this kind deed. Beyond that, he offered his help for any other transportation or aid we may need during our stay in Ashland.

We wanted to acknowledge his kindness and friendliness and also to make the Merchants Association aware of the caliber of merchant they have in their organization. Ashland, VA will remain a fine memory for us and we hope to visit again.

Respectfully,

Dennis & Christine, Bowmansville, New York


Wanna Trade?


(804) 257-7126


Wanna Trade?


(804) 257-7126


When this article publishes another Christmas will have passed and another New Year begun. Some businesses will have done well during this holiday shopping season while others may have struggled. Regardless of how your business did it’s never been more important to develop a strategic plan for how your business will operate during the next 12-18 months. It’s important because projections are that the overall economy may not begin to improve until the end of 2009 or the beginning of 2010. If it improves sooner great; if it doesn’t how will that affect your business?

To assess what affect market conditions will have on your business consider doing a SWOT analysis. SWOT stands for strengths, weaknesses, opportunities and threats. Strengths and weaknesses reflect internal factors while opportunities and threats reflect external factors.

Strengths: Assessing the strengths of your business includes developing or reviewing your strategic plan. Part of the value of developing a strategic plan is it helps to develop a strategy for your business. As Verne Harnish notes in his book, The Rockefeller Habits, a

real strategy must pass two tests: 1) what you are doing must matter to your existing and potential customers and 2) what you do must be different from your competition.

Weaknesses: If your sales during the holiday season were not what you anticipated now’s the time to explore why. Did you lack marketing expertise? Were your products or services undifferentiated in relation to your competitor’s? Assessing weaknesses should also include how other internal factors may affect your store or company’s performance during the next 18 months.

Opportunities: If you’re concerned about how your business will perform during 2009 consider developing a different marketing campaign. Are there strategic partnerships and alliances that you could form that would strengthen your business and increase your profits? Are there new markets, including international destinations that will purchase your product or service? Can you take advantage of a competitor who has left the market?

Threats: If the economy does not begin to improve for 18 months exactly how will it affect your business?

Tips for Small Business

share and validate who they are and what they’re about.

So, how do retailers stack up with their Digital Marketing?

According to an August 2008 study by Internet Retailer and Vovici that was recently discussed in eMarketer as part of the news item, Retailers Get Social with Facebook (October 29th, 2008), Facebook seems to be the clear leader: “Nearly one-third of responding businesses said they had a Facebook page, compared with 27% that had a MySpace page and just over one-quarter that had a page on YouTube. A September 2008 study by Rosetta (formerly Brulant) that focused on the top 100 online retailers in the US found that 59 had a fan page on Facebook, up from 30 in May 2008. Among the 29 who added Facebook pages since that time were Best Buy, Toys “R” Us, Kohl’s and Wal-Mart.”

The bigger question is: what are they doing in these online channels? Are they connecting, building real interactions and being overall good community citizens or are these online social networks just a cover-up to shill their wares through tightly controlled one-way communications?

“It’s important that retailers don’t just slap up a page because everyone is talking about Facebook. An effective presence requires that you carefully consider what your customers are looking for, what you would like to communicate, and what role a fan page should play in your overall online strategy,” said Adam Cohen, partner with Rosetta’s consumer goods and retail practice, in the eMarketer news item.

Cohen is speaking directly to the same philosophy Blog ged about here: Instead of “What?” Ask “Why?”.

Retailers know how to build a community around their products and services

better than anyone else. They’re doing it day-to-day in their physical locations. One of the reasons they may be challenged in the online social circles is the time, dedication and patience it takes to build it up from scratch. Retailers can be a patient group. Moving forward with the economic challenges that they are already facing (Hitwise recently reported that online traffic to e-commerce sites is down for the eighth consecutive week), they may be feeling like they should have spent more time building up their community when times were better.

Now, could it be too little too late?Mitch Joel is President of the award-winning Digital Marketing and Communications agency, Twist Image. Marketing Magazine dubbed him the, “Rock Star of Digital Marketing” and the research firm, Onalytica, named him one of the most influential authorities in the world on Blog Marketing. Mitch is presently writing his first book, Six Pixels of Separation (Grand Central Publishing – Fall 2009), named after his very successful Blog and Podcast.

Planning essentials for Performance Improvementby J.C. Cancelleri

Is your business subject to price wars among competitors? Do you have a competitor who is offering a new or innovative service or product? How will the new administration affect your business?

These are a few of the questions involved in a SWOT analysis. The value of doing a SWOT review is that it involves assessing both internal and external factors that could affect your business. For more information about conducting a SWOT analysis and how it can improve your business do a Google search. Or call me. I’d be happy to further explore options for strengthening your business despite a struggling economy. JC Cancelleri is a business coach with Advicoach. As a business coach JC helps owners of privately held businesses significantly grow their profits while also building a team that can run the business for the owner. JC’s value as a business coach is augmented by being a business lawyer and by having a PhD in Organizational Leadership.

Advicoach is a network of coaches and advisors to small and mid-sized businesses. Advicoach’s strategic partnership with E-Myth Worldwide is destined to make it one of the premiere global business coaching partnerships. JC can be reached at 804-677-7807 or at: [email protected].

“Social” Continued from Cover


Meet the Board

Recently, RMA held its Annual Membership Meeting, followed by a Board of Directors Meeting. The following were elected:

OfficersChairMr. William D. Selden, C.P. Dean, Richmond

First Vice-ChairMr. John D. Whitlock, The Whitlock Group, Richmond

Second Vice-ChairMr. Ken Wayland, Free Agents Marketing, Glen Allen

Secretary/TreasurerMr. William J. Garland, Retail Merchants Association, Richmond

Board Members1st 3-Year Term Mr. Tim Barnett, Barnett’s Hallmark Shops, Richmond

Mr. Gary Glover, Puritan Cleaners, Richmond

2nd 3-Year TermMr. Douglas Elliott, Enzo’s Restaurante & Tavern, Manakin Sabot

Ms Sarah Paxton, La Difference, Inc., Richmond

Mr. Wayne Nystrom, Graphics Gallery, Glen Allen

Mr. Gary Weiner, Saxon Shoes, Richmond

Serving Current Terms or as active Past ChairsMr. William Agee, Agee’s Bicycle Co., Richmond

Mr. Franco Ambrogi, Franco’s Fine Clothier, Richmond

Mr. Scott Aronson, Ukrop’s Super Markets, Inc., Richmond

Mr. Steve Barnett, Barnett’s Hallmark Shops, Richmond

Mr. John F. Berry, Jr., Richmond Metropolitan Convention & Visitors Bureau, Richmond

Ms. Dorothye S. Brodersen, Infotel Systems Inc., Richmond

Mr. John D. Burke, Leo Burke Furniture Inc., Richmond

Mr. Donelson Caffery, Good Foods Grocery, Inc., Richmond

Mr. Brian Cowardin, Cowardin Jewelers, Richmond

Mr. Allan D. Creeger, Richmond

Ms. Jo Anne Draucker, Premiere, Inc., Richmond

Dr. Leonard L. Edloe, Leonard Edloe Corp., Richmond

Mr. Keith D. Gastrock, Dominion Sign Company, Richmond

Mr. William J. Gouldin, Jr., Strange’s Florist, Richmond

Mr. Michael Guld, Guld Resource Group, Richmond

Mr. James T. Hatcher, III, Pleasants Hardware, Richmond

Mr. George E. Haw, III, Ruffin & Payne, Inc., Richmond

Mr. Thomas Jefferson, III, Joyner Fine Properties, Richmond

Mr. Joseph M. Kelleher, Jr., Kelleher Corp., Richmond

Mr. Jack M. Kreuter, Jack Kreuter Jewelers, Richmond

Ms. Lisa A. McSherry, Lex’s of Carytown, Richmond

Mrs. Michelle Neilson, Tuffy Auto Service, Richmond

Mr. Stephen W. Story, James River Bus Lines/Carey Transportation, Richmond

Mr. Duncan Thomas, Intermark, Inc., Richmond

Ms. Nancy Thomas, Retail Merchants Association, Richmond

Mr. Raymond S. Tompkins, III, We Think In Ink, Ashland

Mr. Robert S. Ukrop, Ukrop’s Super Markets, Inc., Richmond

Mr. Mike Watkins, Holiday Inn Select Koger South, Richmond

Mr. G. Patrick Williams, Williams & Sherrill, Inc., Richmond

Mr. Tom Winfree, Village Bank, Midlothian

Mr. Jack Woodfin, Woodfin Oil Company, Mechanicsville

New RMA Officers & Members of the Board


Though our monthly RMA “Smart Marketing” sessions, I’ve had the chance to watch and counsel a number of you in your response to our ailing economy. The decision making patterns of most business owners these days is so consistent that I find it hard to contain myself.

When the economy slows down, the ad sales people crank up.

Don’t take the bait. While there are cases in which it actually does make sense to increase your marketing investment when times are slow, this is far from a good rule of thumb – especially in this downturn.

In general, there are four ways that marketers can react to tough times:

Follow the advice of your ad sales rep, and TURN UP THE VOLUME. What your sales rep fails to mention is that this approach works only when your competitors do the opposite. If everyone markets louder, all you’re doing is increasing your already inflated customer acquisition costs.

The second thing the rep fails to mention is that when your consumer’s emotions and priorities shift, your message has to shift as well.

Have you seen the latest TV ad for the Cadillac Escalade? You can’t ignore the changing times. The focus of the ad wasn’t really on the vehicle’s amenities or imposing stature on the road. It was on efficiency… Haul eight passengers at 22 MPG in the city.

If you haven’t done so already, you need to check your message for its relevance TODAY. Last year, you were selling the biggest, the best, the most elegant. Today, you need to be selling the most sensible, efficient, economical…

Think about how to re-cast what you sell BEFORE you blow more money broadcasting a message that’s out of sync with your consumer.

The other possible reaction you might consider is to silence your marketing.

I’m equally opposed to this idea unless it is absolutely necessary for short-

Marketingterm survival. It’s not the trimming of marketing budgets that troubles me. Most marketing budgets are so laden with fat that there’s plenty to trim before you nick the bone if you’re careful about it.

My concern is the downstream impact on your business. It’s my observation that companies spend more to re-build an empty pipeline or to re-establish a presence in the marketplace than they save during periods of marketing dormancy.

This leaves only two other options… marketing smarter… and marketing differently. As you might guess, these are the approaches I’m advocating. Check and adjust your marketing message. Focus on your most profitable and responsive customers. And if you’re cutting your marketing budget, start with the tactics that don’t produce a measurable return. And please, join me at RMA for a Smarter Marketing Dialogue.Tom Blue can be reached by email at: [email protected] or through his blog at: www.MarketingRevisited.com.

STOP Marketing… and Thinkby Tom Blue

SMART MARKeTINg TO MAKe MONeYexecutive Dialogue Series IIACTIONS DO SPeAK LOuDeR ThAN WORDSStarting this new Executive Dialogue series, moderator Tom Blue will focus on ways you can ACT on some of his marketing principles, such as

Reduce your marketing budget •without damaging businessTrack your marketing ROI - Identify •marketing waste through results trackingRedirect focus & resources to the •customer experience & word of mouthRe-allocate marketing dollars for •this economyStop buying traffic & start •generating referralsFirst 2 sessions are follow-ups •to First Friday Forum advice & discussions

JOIN uS!12:00 -1:30 pm

(includes lunch)

March 25April 29May 27June 24July 29

September 30october 28

November 25

Limited to 20 per session.

RMA members: $79 per session Non-members: $99 per session

(Non-members who join after the second session will receive a $50

discount on membership.)

loCATIoN:RMA office

5101 Monument AvenueRichmond, Virginia 23230

REGISTER oN-lINE:www.retailmerchants.com

QuESTIoNS:Call Len at 804-662-5500 or

email [email protected]

CASH IN oN EXPERTISETom Blue, well-known & respected for his approach to effective marketing, is making himself available to RMA once again. This time, when you sit down with Tom and a few of your peers, you’ll be brainstorming and finding new answers to marketing efficiently in this economy. With shared insight and experience, you’ll leave with answers to some of your most pressing marketing questions.Tom Blue is an entrepreneur, writer, marketing innovator and frequent speaker on the subjects of online and traditional marketing, business development, and new product launches. Having worked on both the agency and client sides of the advertising fence, he brings substance, candor, and objectivity to any marketing conversation. Tom has appeared on the Fox Morning Show, ABC News, CNet Live Radio, The New York Times, Industry Standard, Wired, WebProNews, and numerous other news programs and publications in connection with his work. His blog,www.MarketingRevisited.com ranked #6 in the 2007 Blogger’s Choice Awards for the best marketing blog on the web.

Sponsored By Targeted Solutions Groupa Richmond Times-Dispatch organization


JOIN uS!8:30 – 10:30 am

(includes coffee & refreshments)

March 25

May 20

July 22

Workshop space is limited… if you are interested, please sign

up right away.

RMA members: $39 per session Non-members: $49 per session

loCATIoN:RMA office





RMA Events

You asked for it!!! RMA members have expressed a clear and strong desire for practical ideas and help in increasing business volume and profits, budgeting, using marketing tools wisely, cutting costs, and developing & keeping a good customer base. Who best to help you with these issues? Experienced professionals who lay it on the line with no “hidden agendas!” RMA is pleased to be working with SCORE to bring you the kind of experts and advice that you’ve requested.

Schedule:

March 25 (Wed) - “The Profit Equation”In this extremely practical and idea-packed workshop, learn the five tactics of increasing your profits (finding prospects, converting prospects into customers, customer transaction volume, average dollar sale & margins) how to improve each of them individually and how they can work together to multiply your profits. Presenter: Michael McDermott, Principal, Enterprise Tune-Up, LLC

May 20 (Wed) – “Legal Issues and Tools for Businesses in the Recession”Nobody likes surprises. Make sure that you don’t have any by joining this interactive workshop with an experienced attorney: identifying legal risks in a downturn, your business structure liability shield, managing receivables and debt collection, avoiding and managing payables risks. Presenter: Marty Rowan, Esq. Attorney at Law, Law Office of Marcia A. Rowan, PLC, and past President of Health Management Corporation.

July 22 (Wed) - “Small Business Marketing & Advertising”EVERY business is unique. Do you know the most cost-effective and powerful marketing and advertising tools for your business? This detailed workshop will help you develop a “Marketing Plan” for BIG sales with little money. Presenter: Bruce Goldman, owner, Bright Orange Advertising and multiple advertising award-winner.

(Watch for additional workshops through the end of the year)

SCORe* of Richmond and RMA Introduce a New Mini-Workshop Series for Small Businesses on IMPROVINg YOuR BuSINeSS

*SCORE (Service Corps of Retired Executives) is a volunteer organization dedicated to helping emerging & existing small businesses. For more information on SCORE, visit http://www.richmondscore.org/

Robert Thomas PhotographyFor all of your photography needsPersonal or ProfessionalStudio and/or Location

5809 Lakeside Avenue, Suite G1-CRichmond, Virginia 23228(804) [email protected]


Event Calendar

MARCh6 First Friday Forum – Brian Glass, Sr VP, Grubb & Ellis/Harrison & Bates17 Goochland Chapter18 Petersburg Chapter18 Fredericksburg Chapter25 Powhatan Chapter25 SCORE Mini-Workshop (see page 17)25 Smart Marketing – Tom Blue (see page 16)26 Amelia Chapter31 SLPA

APRILRETAILERS 4 LIFE MONTH3 First Friday Forum Breakfast – Michael Guld, Guld Resource Group (see page 2)7 Retail Authority Mentoring14 Connect@River City Diner15 Petersburg Chapter21 Member Power Hour22 Charlottesville Chapter28 SLPA29 Smart Marketing – Tom Blue (see page 16)

MAY1 First Friday Forum Breakfast – TBD 13 Petersburg Chapter18 Crime Stoppers Golf Tournament, Willow Oaks Country Club19 Fredericksburg Chapter20 Goochland Chapter20 SCORE Mini-Workshop (see page 17)26 SLPA27 Powhatan Chapter27 Smart Marketing – Tom Blue (see page 16)28 Amelia Chapter

JUNE5 First Friday Forum Breakfast Gayle Turner, Catch Your Limit Consulting17 Petersburg Chapter24 Charlottesville Chapter24 Smart Marketing – Tom Blue (see page 16)30 SLPA

JULY14 Petersburg Chapter Meeting15 Fredericksburg Chapter Meeting16 Goochland Chapter Meeting21 Member Power Hour21 Powhatan Chapter Meeting22 Amelia Chapter Meeting

22 SCORE Mini-Workshop (see page 17)28 SLPA29 Smart Marketing – Tom Blue (see page 16)

AUgUST4 Retail Marketing Expo19 Petersburg Chapter Meeting26 Charlottesville Chapter Meeting25 SLPA

SEPTEMBER4 First Friday Forum Breakfast14 Fredericksburg Chapter Meeting16 Petersburg Chapter Meeting16 SCORE Mini-Workshop17 Goochland Chapter Meeting23 Powhatan Chapter Meeting19 Amelia Chapter Meeting29 SLPA30 Smart Marketing – Tom Blue

OCTOBER2 Economic Forecast Breakfast14 Petersburg Chapter Meeting20 Member Power Hour27 SLPA28 Charlottesville Chapter28 Smart Marketing – Tom Blue

NOvEMBER6 Valor Awards12 Powhatan Chapter Meeting18 Petersburg Chapter Meeting18 Fredericksburg Chapter18 SCORE Mini-Workshop19 Goochland Chapter20 Amelia Chapter24 SLPA25 Smart Marketing – Tom Blue

DECEMBER4 Retailer of the Year & Retail Industry Achievement of the Year Awards Breakfast17 Petersburg Chapter Meeting

uPCOMINg

REgISTRATIONMake reservations for any upcoming event and charge to your credit card in a secure environment at:

www.RetailMerchants.comPlease check the website for changes, additions and more information.


RMA Events

The ReTAIL AuThORITYMentoring Roundtable Series Ever wish you could sit

down with a few RMA Board Members and pick their brains?

NoW you CAN! And there is no charge!RMA Members only!

WHAT THEY SAID:

“I can’t believe how much I learned in an hour and a half! I’ll be back for more,”

Kirsten Lloyd, Chez Lloyd

“Exceptional in that I was able to take away so much from all of the discussion from the panel and the moderator - definitely worth the extra effort to attend,”

Mary Fender, Frame Nation LLC

“Informative, well put together, professional and most importantly, helpful…impressed with the panel, and plan to look at this as an on-going educational program,”

Thomas Bembry/Daphne Proctor, AFLAC

“Very valuable and insightful, well worth the time. It was great to be in the room with a whole bunch of positive retail faces saying that we’ll get through all this together,”

Carolyn Steffen, Richmond Piano Co.

JOIN uS!8:00 -10:00 am

(includes lunch)

Meets the First Tuesday of Each Month

RMA members: FREE

Each roundtable is limited to the first 20 registered

attendees.

Attendees will be invited to submit three questions or a

statement of what they expect to get out of the session.

Each session will address a majority of the questions.

There will be time for additional questions and general

conversation.

loCATIoN:RMA office





Advertising Concepts, Inc. (RMA Resource and Membership Directory)Ms. Kathrine Montanz-ParkerMr. Josh Stoffan(804) [email protected]@advertisingconceptsinc.com

Elman Packaging & design(Bags and Gift Boxes)Mr. David Bortz(301) [email protected]

landmarks(Tourist Hardcover Book)Ms. Debbie Knotts(804) [email protected]

Merchants’ Services, llC(Insurance)Mr. Gene BerghMr. Jimmy Shelton(804) [email protected]@retailmerchants.com

officeMax(Office Supplies and Furniture)Ms. Vickie Pethtel(804) [email protected]

Paychex, Inc. (Payroll Processing)Ms. Allison Bloor(804) [email protected]

RBS WorldPay(Credit Card Processing)Ms. Mary Baldoni(804) [email protected]

Richmond.com(Internet Marketing)Ms. Becka Baker Hill(804) [email protected]

RMA eNDORSeD MeMBeR / VeNDORSOffering You Special Pricing and Stellar Service

Do Business with an RMA Endorsed vendor

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PAID RICHMOND, VAPERMIT #2254

Thomas Becomes Fourth President in RMA’s 100 Years€¦ · 1. How offering world-class service...

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