Stickely Spring Home Sale delivers specially negotiated pricing on furniture, rugs and accents

NOVI, Mich. — Gorman’s Home Furnishings and Interior Design, the style leader in home furnishings, today announced that all four Detroit-area Gorman’s locations will host a Stickley Spring Home Sale on all the brand’s items through 5 p.m. Memorial Day.

Any piece purchased will also be given 12 months interest free financing. Showrooms are located in Southfield, Lakeside, Troy and Novi.

Stickley is Gorman’s number one brand, and sale pieces include bedroom and dining room furniture, upholstery, leather and accents. Gorman’s is southeast Michigan’s exclusive Stickley dealer.

“Every collection and every style on the Stickley line is reduced an extra 10 percent from our sale prices,” said Tom Lias, president and COO of Gorman’s. “We authorized this directly with the factory – no one else can offer this deal.”

Since 1900, Stickley has produced favorite pieces of Americana. Generations of families have furnished their homes with Stickley – recognized most often for their return to simple ideas, honest craftsmanship and sturdy wood and leather construction reflective of the Arts and Crafts movement.

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For more than 70 years, Gorman’s has been recognized as the original Michigan style leader in home furnishings. With a reputation built on a commitment to quality – quality merchandise and quality design – the company delivers all of the best brands, not just a few, at the best prices-regardless of price point. Gorman’s nearly 50 designers have a combined 1,000+ years of residential and office design experience using Gorman’s expansive resource area and textiles library. Both designers and clients can rest assured when working with this style leader. Everything is backed by Gorman’s “Must Be Right” service guarantee. Showrooms are conveniently located in Shelby (Lakeside), Novi, Southfield (Contemporary), Troy and Grand Rapids. For more information, visit www.Gormans.com.

For more information, contact:
Jennifer L. Cherry
Lauren Herrin
(248) 855-6777

Specially negotiated prices on bedrooms, dining rooms, entertainment centers and more

NOVI, Mich. — Gorman’s Home Furnishings and Interior Design, the style leader in home furnishings, today announced that all four Detroit-area Gorman’s locations will host a Hooker Furniture sale on all the brand’s items starting May 17.

Sale items include bedroom and dining room furniture, entertainment centers and more. The sale ends at 5 p.m. on Memorial Day.

Any piece purchased will also be given six months interest free financing. Showrooms are located in Southfield, Lakeside, Troy and Novi, as well as Grand Rapids.

“Memorial Day weekend is the time to fix-up the house, so take advantage of half-off sale on all Hooker Furniture,” said Tom Lias, president and COO of Gorman’s. “The drastically reduced 50 percent off pricing is exclusively at Gorman’s.”

With a tradition of industry and community leadership since 1924, Hooker Furniture today is a complete home furnishings resource offering the world’s greatest selection of quality home entertainment, home office, accent, dining and bedroom furniture, as well as leather and custom seating.

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For more than 70 years, Gorman’s has been recognized as the original Michigan style leader in home furnishings. With a reputation built on a commitment to quality – quality merchandise and quality design – the company delivers all of the best brands, not just a few, at the best prices-regardless of price point. Gorman’s nearly 50 designers have a combined 1,000+ years of residential and office design experience using Gorman’s expansive resource area and textiles library. Both designers and clients can rest assured when working with this style leader. Everything is backed by Gorman’s “Must Be Right” service guarantee. Showrooms are conveniently located in Shelby (Lakeside), Novi, Southfield (Contemporary), Troy and Grand Rapids. For more information, visit www.Gormans.com.

For more information, contact:
Jennifer L. Cherry
Lauren Herrin
(248) 855-6777

High Point, NC, May 7, 2013 — The High Point Market has been named as a finalist for two Expo EXCITE Awards, one for Best Website, and one for Best Marketing Collateral for the Fall 2012 Fashion Focus campaign. The EXCITE Awards celebrate excellence and innovation in trade shows and events and are presented by Expo, the multichannel brand serving the trade show industry, providing insight, information and inspiration for show organizers. Last year, the High Point Market won the EXCITE Award for Social Media, beating out such top-shelf shows as CES and Comic-Con.

“We are thrilled to receive this recognition for the High Point Market,” says Cheminne Taylor-Smith, vice president of marketing for the High Point Market Authority. “The new web design, launched last summer, has provided amazing new tools and information that helps us connect exhibitors and buyers for this huge trade show. And the Fashion Focus campaign has been very well received, attracting a lot of attention and buzz for the High Point Market. We are thrilled to share this honor with our talented agency Emisare.”

The High Point Market website that launched in July 2012 makes it easier for marketgoers to create their schedule right on the website, using social media log-ins like Facebook and Twitter accounts. For exhibitors, the new site offers upgrades and enhancements to help them grab the attention of buyers and designers. Each company that shows at Market can gain Facebook “likes” and Twitter followers directly from its profile page on the site – High Point Market is one of the first trade shows in the country to feature that on its site. A new app will also be launched for Market this summer.

The Fashion Focus campaign was developed to highlight the link between fashion design and home design, and to showcase the High Point Market’s role as the most exciting event in home furnishings.

Campaigns developed by Emisare in collaboration with the High Point Market have won awards in the past as well. Recent awards include a 2011 Gold Addy Award for the Market’s campaign, an award sponsored by the American Advertising Federation to recognize excellence in marketing; a 2009 silver Addy for Mixed/Multiple Media; and a 2009 International Association of Exhibitions and Events Gold Award.

About the High Point Market Authority
The High Point Market Authority, www.highpointmarket.org, is the official sponsor and organizer of the High Point Market in High Point, N.C. Featuring an extensive selection of exhibitors spanning every category, style, and price point, and attracting tens of thousands of visitors from more than 100 countries twice each year, the High Point Market is the driving force of the home furnishings industry. Find the High Point Market anywhere online, and follow on Twitter using the hashtag #hpmkt.

For more information, contact:
Cheminne Taylor-Smith
Vice President of Marketing
cheminne@highpointmarket.org
336.888.3227

With an agenda dedicated to the home furnishings industry’s rapidly changing marketing needs, the program is titled, “Think Fast, Move Faster! Marketing Strategies and Tactics for Bottom-Line Results.”

Headlining the event will be the presentation of proprietary research presented by Design Research L.L.C as part of the firm’s “American Living Survey.” Titled “Beyond the Great Room,” the presentation will offer a quantitative look at how Americans are living in the modern family room – how they use the space, how they’ve decorated it and how they aspire to add to it in terms of function or furnishings.

The survey will examine the colors, styles, materials and finishes consumers want in today’s great room, and the results will be analyzed by demographics, regions, income and education.

In keeping with the “Think Fast, Move Faster” theme, successful social media marketing case studies will be presented, including one reviewing the multi-faceted launch of the HGTV HOME Furniture brand at Gallery Furniture in Houston.

Additional sessions offer management tips for making the most of personality differences in the workplace and the role of marketing in achieving business goals.

The Annual Marketing Meeting will be held at the Raleigh North Hills Renaissance Hotel, beginning with an opening reception and group dinner Monday, June 24. The business program will run from 8 a.m. to 5 p.m. on Tuesday, June 25, and conclude with a half-day program on Wednesday morning, June 26.

Registration is $599 for AHFA members and $900 for non-members. It includes the program along with dinner June 24, lunch June 25, and breakfast both June 25 and 26. An optional group Dutch dinner is planned for June 25.

Rooms at the Raleigh North Hills Renaissance are available at a group discounted rate of $169 a night prior to June 6. Contact the hotel directly for reservations at 919/571-8773. Registration for the meeting is online at ahfa.us under EVENTS.

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The American Home Furnishings Alliance, based in High Point, N.C., represents more than 200 leading furniture manufacturers and distributors, plus over 150 suppliers to the furniture industry worldwide. AHFA is the home furnishings industry’s sole representative on Capitol Hill and elsewhere throughout the United States on legislative and regulatory matters that impact the industry.

For More Information:
Jackie Hirschhaut, 336-881-1016

April 2013

(continued from Culture that Rocks! A Q&A with Hard Rock’s former Director of Training)

RetailerNOW: What does a company’s culture say about a company?

Jim: The word “culture” tends to have a preconceived connotation that has evolved over the years where many still view this as a warm and fuzzy, nebulous concept. This ideal for many leaders is more of the softer side of the business that warrants little attention or respect. Perhaps it’s because it cannot be easily seen or measured and therefore is considered non-essential or even a hindrance to achieving top-notch business results… but they couldn’t be further from the truth. In a sea of sameness, brands have to differentiate themselves to have any real hope for sustainable growth. When you hear about culturally strong brands like Disney, Whole Foods, Southwest Airlines, Starbucks, Zappos, Apple or Five Guys Burgers, there is no doubt of the validity of their results in almost every area. Those organizations understand the pivotal role that culture makes in their long-term success. The brand’s image, which includes its culture, is the most critical asset to consistently creating differentiation from its competitors over time. They want you to identify their names and products with strong culture because it will eventually help to sell products or services. A strong company culture screams of differentiation.

RetailerNOW: Is culture a feeling, something that is written down, or both?

Jim: Absolutely, it is both. All companies have culture, whether it is written down and communicated or not, but the existence of a “feeling” occurs when a company’s personality is well defined. This can actually be good or bad, which is why it would be best to have the elements of the culture written down, so that it is easily understood—or else, people will interpret the brand and its intentions the way they want. In lieu of clear messaging, they will fill in the blanks and create confusion. Those organizations that recognize the importance of capturing the culture and recognizing its existence are the ones that create and communicate crystal clear direction on what the culture is and how it should thrive. One of the things I have noticed about Fortune 500 companies is that they communicate better than most. The most successful companies in the world have a shared mind-set. Therefore, one of the best ways to get everyone singing off the same sheet of music is to have the culture written down for all to see, adopt and exemplify. Regardless of the form of collateral, if the brand’s story, mission, vision, values, service experience, and the like, are clearly communicated and modeled, then it positions everyone to understand, live, teach, protect and perpetuate the culture. People are smart. They can feel the existence of a great culture, but there are a lot of nuances that go into making that culture come to life.

RetailerNOW: When hiring new employees, how should businesses evaluate if a candidate fits in their culture? 


Jim: I would start with how their personality resonated during the interview; are they smiling, do they seem passionate, do they make me feel good when I am around them? In today’s business, you hope to ensure every employee has all three C’s: Competence, Character and Culture, but only one of these have visible metrics and a history that can be quantified… competence. It becomes the default easy focus because that’s what employers are comfortable with, so it’s the one they rely on the most. That’s why there always seems to be a huge need to narrow in on a candidate’s experience. In reality, most jobs are not hard to teach, but you cannot train someone how to naturally smile or authentically provide stellar experience. These have to be behaviors an employee will bring to the party. If I were interviewing a candidate, I would care less (if at all) about experience or skill and focus all of my questions on answers that would reveal character & cultural traits. Questions would certainly be open-ended and behavioral, but also situational in nature. I would try to get to the heart of how an applicant would create an experience that matches my culture. I would ask questions that would test their integrity and decision-making. I would look for language and cues that would reveal to me their intention to commit to the brand’s mission or just comply to the company’s policies. Hiring is certainly an art form, but it’s one of the greatest skill-sets a true culture catalyst can develop.

RetailerNOW: How do you motivate your employees to ensure they are providing the best service possible? 


Jim: You strategically pull every lever and incent people like they’re rock royalty. There certainly is something to be said for building in some physical reward mechanisms into your organizational culture. This could be collectible pins or gift cards to be handed out when great service is observed. Most people like public recognition in front of their peers, which then leads to overall morale and repeat performance by the employee and others. You could put a “point” system into place where, as people do certain things above and beyond to create experiences, they get a certain amount of points to eventually buy from the company “store” or choose their own reward, such as paid days off. I have seen staff-on-staff recognition also work well. This is where you implement a process, like a pad of paper for employees to take, fill out and then post in a staff common area where they recognize each other for great service or teamwork. Once in place, this self-managed program will take a life of its own. You could also tie performance appraisal metrics and pay increases to customer service scores and experiences, knowing that what gets measured gets done. However, nothing beats the old-fashioned and free “thank you.” The more opportunities that you can thank employees for the phenomenal work they do in this area, the better.

RetailerNOW: What’s one thing most people forget when maintaining their culture? 


Jim: That it fundamentally is about human beings, not systems, processes or tools. Surround yourself with an army of giants—people who are so committed to the brand that it becomes a lifestyle for them versus a job—and you virtually ensure the continuation of the company’s culture. Personally, I have become a systems guy, in that I see the value in having solid and proven practices in every area of the business put into place and fostered. The assumption would be that if you could get those processes to work the way they are supposed to, they would garner desired results. But if the processes are then populated with people, who have the awesome human endowment of “Free Will” and are going to choose to do what they want to do, then you must ensure you hire and retain the right talent. The more employees you have on the team that are not part of the tribe, the harder it will be to maintain the culture.

RetailerNOW: How does a company’s culture trickle down to the customer?

Jim: I actually think it bubbles up to the customer. Maybe that’s just semantics, but I equate a company’s culture to that of an iceberg. The analogy being that what the guests see above the surface is really only 10 to15 percent of the entire iceberg. That certainly is the part that matters in business for the consumer, but it’s the 85 to 90 percent that lies below the surface that makes the difference. The massive bulk of the iceberg, hidden below the water’s surface, represents the internal culture of the company. The mission & values, past experiences and heritage, the commonly held beliefs, the organization’s systems, processes and tools… all of that collectively makes up the brand’s infrastructure. Whether it’s strong or weak, it eventually percolates up to the surface level for the entire outside world to see. People’s behaviors are what matters. As we develop a robust internal personality for the organization, the true nature and feelings from the employees bubble up to the guests’ view. To revolutionize a company’s culture, it always starts from the inside—within the heart and soul of the brand. 

Jim Knight is a nationally known speaker that helps companies find and attain their “rock star” status. His journey started with the hopes of one day becoming an airline pilot (since that is what an assessment test at the age of 12 told him to do) and led to an array of jobs from selling fish at a gator farm, to cooking pizza and even landscaping. He eventually discovered he loved to perform and went to college on a Music Performance and Education scholarship. Jim graduated with his teaching credentials and became a middle school teacher, assuming he would be there for life. During the same time, he took a nighttime summer job at a Hard Rock Café, as a staff-level restaurant host. As his passion and commitment for the Hard Rock brand grew, he began to take on more responsibilities, eventually landing in the role of leading the brand’s global training and development efforts for all cafes, hotels and casinos. What started out as a summer gig, eventually turned into a 21-year love affair with a single brand.

Roseville, CA: The new North American Home Furnishings Association (NAHFA) board of directors officially comes together for the first time in New Orleans, June 1-4, 2013, at the Home Furnishings Industry Conference (HFIC). Events and celebrations are scheduled each day to share the journey that led to the merger and to discuss and unveil the purpose and future direction of the organization.

Preceding the conference on June 1, the organization will hold its first board meeting where directors and members will work together to build on a foundation that creates a member-centric future. “We have developed collaborative teams, with the direct input of our retailers, to focus on the core needs our members say are critical to their business and success,” said Sharron Bradley, Executive Director. “These teams will ensure that our direction remains relevant and impactful to those we serve.”

The Collaborative Teams:

• Regional strategy: The creation of opportunities to gather and meet in a variety of ways on a local basis.
• Member relations: Mentoring, customized materials and resources specific to member needs.
• Technology: Information and resources on all things digital, new data collection, education to help members adopt today’s technology and information on what’s next.
• Consumer relations: Voluntary code of ethics, national branding, creating the ideal customer experience in stores for today and the future.
• Next Generation NOW: Building our industry’s future by engaging our youth in the home furnishings industry and attracting more young people to join. Prove to young people that our industry is cool, exciting and fun.
• Advocacy: Provide a single industry voice across the nation and in each state on industry issues and work in coalitions to impact the policies that affect each and every business. Making advocacy interesting.
• Industry relations: Working more collaboratively with vendors and other industry groups to reduce fragmentation.

After the board meeting concludes, the HFIC gets underway with more information and celebrations for the attendees. A town hall with key members of the board will provide the opportunity to discuss the industry as a whole and how at every level, improvements can be achieved. A new video featuring members and leaders will be unveiled and the final night Masquerade Ball will feature several “suspenseful” surprises.

“We are very excited about the new business model the NAHFA is developing. I can’t imagine not being invested in something that will have such an impact on the future of the industry. I encourage all retailers to become involved and join us in this process and at the HFIC,” said Howard Haimsohn, President, Lawrance Contemporary Furniture, San Diego, CA, and NAHFA Executive Chairman.

Join the celebration and the discussions by registering at www.theHFIC.com.

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About the North American Home Furnishings Association:
North American Home Furnishings Association is the nation’s largest organization devoted specifically to the needs and interests of home furnishings retailers. The organization’s membership will encompass more than 10,000 stores in all 50 states and several foreign countries. Providing a unified voice, the organization will allow those in the industry to work more cohesively as well as increase negotiating power and cost efficiency. Three offices will serve the organization with locations in the east, west and central United States. An impressive array of plans include a new website, a bold new publication (launched last spring), enhanced regional interaction, fresh educational offerings, innovative best practices resources and data, and exciting opportunities for impactful involvement in the new trade community.

The RetailerNOW App is here!

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Read this quick tutorial so you can receive all the latest content, right at your fingertips!

Created by our amazing partners at 

April 2013

“Please no lines before 9 a.m.” So states HW Home’s Annual Warehouse Sale invite—as it should. Starting 12 years ago, the HW Home Annual Warehouse Sale is the must-attend sale for anyone in the Denver Metro area seeking high-end products at unbelievably great rates. “The line forms at nine and by 10 a.m., 300 to 400 people are waiting for the doors to open,” says co-owner Ron Werner. The line is a testament to the successful brand Ron Werner and Jim Hering have created since the inception of the company in 1999.

Prepped with their best power-shopping shoes and tape measures, customers eagerly line up outside a temporary location, which has been transformed into an impeccably styled showroom, to receive as much as 75 percent off furnishings, accessories and accents from HW Home’s best vendor partners. Hot coffee is handed out to those waiting to keep them warm while standing outside in the cold February air. As the front doors open, the first in line get a glimpse of what is in store—this isn’t just a sale; it’s an event.

Experience is what started Ron and co-owner Jim Hering on this journey 15 years ago. A visit to Ron’s sister in Boulder, Colorado led them down an unexpected path. Ron and Jim were in town helping Ron’s sister and her husband make some selections for a new home they had purchased. After a few days of shopping, an idea started to brew in Ron’s head and he said to Jim, “Hey, we should move to Boulder and open up a home store.” Jim laughed it off, thinking he would never leave the life they had in Chicago, but a little while later, Ron said, “We should move to Boulder and open a store.  We’ll call it HW Home.”

“Jim looked at me and said, ‘Are you serious?’ I said yes. Twelve years as a stockbroker has left me kind of fried. You are running Holly Hunt’s business and not necessarily where you want to be. So let’s move here and open a business. That was the original genesis of HW Home,” said Ron.

They extended their stay in Boulder and set forth on some old-fashioned research, determining the demographic make-up of the area, possible competition and what the projected economic future was for the area. “When we were done, we realized that not only was Colorado a beautiful place to live, it was void of anything close to the sophisticated home store we had in mind,” Ron said. “For that matter, the concept of a true lifestyle boutique furniture store with an impeccably curated assortment was few and far between anywhere in America.”

Ron and Jim sat down to create a business plan, which included an executive summary, narrative, description of the business and financial projections. If you were to read the company’s business plan and visit any one of HW Home’s three stores, covering a 55-mile span in the Front Range of Colorado, you would see it actually come to life.  The only area of the business plan that would be slightly off is the financial projections. Within 30 days of opening in 1999, HW Home had already done more business than they expected to do in the first six months. It was an instant success.

Fourteen years later, the HW Home team has survived one of the toughest economic downturns in modern history and are now thriving. “We strive daily to set ourselves apart from our competitors. We need to look better, be better and deliver more than others. HW Home lives in the YES, exceeding our customer’s expectations in every way imaginable,” Jim said.

Pictured above Jim Hering & Ron Werner

To exceed customer’s expectations, HW Home offers clients a home furnishings boutique with design center style and quality at retail accessible price points with product in-stock for immediate delivery—all of which was detailed in their original business plan. “Our stores are 7,500 square feet—we are not the 50,000 square foot furniture store, and we are not in the business of collecting every line and brand out there. By limiting our stores to 7,500 feet, we have to be very selective and focused on what we purchase, how it is managed and how it is presented.

Each store is uniquely designed and tailored to the local neighborhood. Aspirational vignettes are created to excite and inspire the
customer. Old maple wood that was once used in a tobacco processing plant flanks the floors and is mixed with onyx walls, creating unique textures and styles, a flawless, yet comfortable setting. Ron added, “We have always said that we want someone to walk through our store, put their hands on their chest and say, ‘I want to live here.’ That is success to us.”

HW Home not only hopes to “wow” their clients by an innovative and flawless aesthetic, they want their service and experience to resonate with their clients. One of their primary philosophies is to provide an exceptional experience from beginning to end. Ron has a theory that it takes five visits for a customer to finally purchase from HW Home. “I have to make sure I don’t lose you on the third visit. I have to keep you returning to the store and ensure that we deliver outstanding customer service on each and every visit.  Our stores need to be a place that is fun, interesting, and exceedingly comfortable. If we are successful at doing that, you will be both our customer and our promoter.”

HW Home also believes in giving back to the community around them. Their good friend and industry partner, Mitchell Gold said, “For Ron and Jim, running their business is so much more… It’s being active in the community and being a part of their customers’ lives.  Just as important—if not more so—is the immense amount of time they spend trying to help others with their substantial charity work. Ron and Jim just do not talk about things they care about; they react.”

Ron and Jim have made an impact in the community around them. Both serve on numerous boards, including the Matthew Shepard Foundation, National Home Furnishings Association, Accessory Resource Team (ART), The Riverfront Park Community Foundation, and The Alexander Muss High School in Israel. They also support numerous charities through cash and in-kind donations and open their stores to host charity events on a regular basis. Each year they partner with a local furniture bank to pick up customers’ old furniture and distribute it to families in need. In a typical year, they will deliver more than six 53-foot truckloads of furniture to the furniture bank. They are also strong advocates for their furry friends, by partnering with the Boulder Humane Society during the Annual Warehouse Sale.  In the last eight years, over 100 animals have been adopted during the event.

Their list of accolades and honors is almost as long as the various charities they support. They are past recipients of the WHFA Retailer of the Year award and a four-time recipient of the ARTS Awards. Local and national publications have named HW Home “Best of…” in various categories no fewer than 20 times. Of course, being named the 2013 National Home Furnishings Association Retailer of the Year is one of their top honors. “Of everything we have done in the last 15 years since we first opened our doors, this is the single greatest piece of recognition,” Ron said. “To receive this award from the oldest and most established industry association, for them to recognize us for doing a good job in the industry, for our excellence, for how we take care of our customers, and for being a role model in retail—it is the highest honor we could ever receive. It is truly a wonderful achievement for us and we are humbled.” 

April 2013

Randy was abruptly put in the lead role of Coconis Furniture in 1981 when his dad became seriously ill. While succession wasn’t a new thing to the Coconis family, this sudden illness caught them off guard and threw Randy, then a salesperson, into a role he wasn’t prepared for. “I really didn’t know much about running a business,” he said. “I relied on my reps and other friends in the business to learn and make business decisions.”

Even though the transition was abrupt, Randy took the lead and continued to build the company’s successful foundation. Randy’s grandfather, Nick Coconis, opened Zanesville Furniture Company in 1927 in downtown Zanesville. An immigrant from Greece, Nick arrived in America unable to speak any English. “The first three days he was in America, he only ate apple pie and drank coffee, because those were the only English words he knew,” Randy added.

The second generation of owners, Randy’s father Paul and uncle Don, took over the business in 1953, and changed the name to Hallmark Furniture. A new 5,000 square foot store was opened in South Zanesville, which is where it still currently resides. When Randy and his brother Paul Jr. (a silent partner) took the reins in 1981, the business began to see substantial growth. In 1986, the store name was changed again, this time to Coconis Furniture. “We ran a marketing campaign saying that the store’s name changed to what it should have been the whole time,” Randy added.

That same year, Coconis Furniture added on a warehouse, which quickly became more showroom space. The business continued to expand, and today it features a 70,000 square foot showroom that spans one city block. “There is no more space for us to grow,” Randy said. “We now have a 30,000 square foot warehouse across the street, which is state-of-the-art, 40-feet high and racked.”

Pictured above from left: Bo Coconis, Chad Coconis & Randy Coconis

Today the fourth generation has now entered the business, with Randy’s sons Chad and Bo working by his side to learn the operation. They strive to make a relaxed in-store environment that is exciting for customers to visit.

When you walk into Coconis Furniture, you instantly feel comfortable with a laid back feeling felt throughout. Children can enjoy a kid’s play area, or cruise around with mom and dad using their own kiddie carts. Ole’ Paul’s cafe is set up to serve refreshments and provides a place to recharge during the shopping experience. The showroom is set up in departments to make it easy for someone to find exactly what they are looking for. “We departmentalize everything, so we show all of our living rooms together, dining rooms together, bedrooms, etc.,” Randy said. “We have a few lifestyle pods, but I have always believed that if a customer wants to buy a dining room set and they come into our store, they don’t want to have to walk by 30 living rooms and 14 bedrooms as they shop for dining sets.”

Since the store was added onto several times over the years, it naturally lends itself to departmentalizing products into categories since separate rooms have been created by the new additions. Within each category, vignettes have been set up so the customer can imagine how the products will look in their home. Focusing on the mid-priced point consumer, Coconis Furniture offers everything from Ashley to Flexsteel. “Zanesville and Southeast Ohio is the edge of Appalachia, so our customer is looking for that mid-price range product. The average per capita is drastically different here than it is in Columbus. We have to make sure we offer a product that our customer can afford. Of course, we also have customers that are from Columbus, so we have to have products for them as well. It is difficult trying to be all things to all people. That is one of the reasons why we have 70,000 square feet, because you need a lot of square footage to please everyone,” Randy added.

Each product has been tagged and priced to help empower the customer as they shop. Randy implemented a two-tiered pricing strategy years ago, which features two prices on the tag, a finance price and a cash price. “Many times stores will tell you if you are paying with cash, they will give you a 10 percent discount,” Randy said. “We like to show our customer the savings. So for example, a tag on a sofa will have a finance price of $658 and a cash price of $598. The cash or credit card-paying customer, which is nearly two-thirds of our customers, sees what they are saving right away and they like it. The financing customer doesn’t care about the price; they care about their monthly payments. The program has been very successful, and I know of at least 50 stores across the country that have implemented this pricing strategy after learning about it through my performance group or buying group.”

Randy credits his success mainly to his employees and the level of service they provide. Many employees have been with the company for more than 20 years and work hard to create the welcoming environment that customers have come to expect, and love. When looking for new employees, Randy would much rather hire a good personality than someone who has industry experience. His reasoning is, he can teach furniture, but not personality. “Being in a small community, we are a pretty good place to work. People that come here don’t leave unless we make them. Without our great employees, I wouldn’t be receiving this award because they are a part of our success,” he said.

Great personalities help the team provide exemplary service to their customers, something that Randy’s father taught him, “My father always taught me to take care of your customers and keep them happy. We can’t keep every customer happy, but we can keep the majority of them happy, and we will bend over backwards to meet our customer’s needs.”

Along with taking care of his customer, Randy and Coconis Furniture generously give back to the local community. Randy has been involved in numerous organizations, including serving as a volunteer fireman and sitting on the local City Council. He currently serves on the board of the American Red Cross and is a 25-year member of the Sertoma Club, a local service club in his community. In 2011, Randy was awarded the prestigious “Dick Johnson” Community Service Award, which is the highest achievement of anyone in the community. “It is sort of similar to the Retailer of the Year award but it is focused on people giving back to the community. It was really an honor. Next to this, it was probably the biggest honor I have received in my life,”
he added.

With everything Randy is involved in, he hopes to start scaling back in the next few years. Retirement, traveling and boating, are on his mind. He is molding Chad and Bo to take over the business and continue it on its path of growth.

“I am pulling back more and more,” he said. “I hope in three to five years I can retire and Chad and Bo will be operating the business, growing it and taking it to the next level. And I hope to be in Florida—I am an avid boater. I also love to golf and travel and hope to spend even more time with my family
and grandchildren.”

As for being named one of this year’s NHFA Retailers of the year, he said, “It is quite an honor to receive the top award in the home furnishings industry. For us to be barely over $10 million in annual sales and to be listed next to the past large store winners, it is amazing. When I look at the list of past winners, it is filled with retailers and friends that I have looked up to my entire life, and now to be considered on the same level is pretty awesome.” 

Randy Coconis, Coconis Furniture
South Zanesville, OH

Industry Involvement
Along with Randy’s numerous community involvements, he is highly involved in the home furnishings industry. He is currently serving as a board member of the National Home Furnishings Association and has been newly elected to the new North American Home Furnishings Association board. He also sits on the board of his Furniture First buying group and is an active member of his performance group.

Roseville, CA: With a 127% spike in membership since the spring 2012 High Point Market, the Next Generation-NOW (NGN) group has collaborated with manufacturer Surya for their Market Bash on Sunday, April 21, to accommodate the growth.

The NGN Market Bash will be held on Sunday starting at 5:00 p.m. in the Surya showroom at High Point Market in Showplace 4100. The group invites attendees to “Rock the Casbah!” at the Surya celebration while enjoying foosball, air hockey and doubleshoot basketball with the Next Gen crew. “The Surya team is a great partner for Next Generation-NOW,” said Next Gen member Mark Mueller of Mueller Furniture. “Networking and brainstorming at High Point with successful, energetic leaders will breed positive energy and activity that young retailers can take home to their businesses.”

During the event, participants have the opportunity to drop off their business cards and be entered to win an all-expense paid trip for two to the 2013 Home Furnishings Industry Conference, June 2-4 in New Orleans, LA, sponsored by the group’s benefactor sponsor, Ashley Furniture Industries. “I think it’s really great to be supported by such a well-established industry organization. It’s obvious they believe in what we’re doing with Next Gen, and it’s really motivating to see that they are willing to help us bolster our network and help cultivate the future of the furniture industry,” said another NGN member, Joey Gunn, of Knight Furniture.

The group heads to the 2013 HFIC in New Orleans, LA, on June 1for an exclusive pre-conference event, hosted in partnership with the conference. “This is the first year that the Next Gen group will be hosting exclusive events in conjunction with the HFIC,” said NGN Membership Recruitment Co-Chair Lael Thompson. “The 2013 HFIC set the bar really high; we knew we had to provide an event that would be both enlightening and beyond enjoyable. We thought a store tour of one of the most compelling furniture stores in the New Orleans area—Olinde’s Ashley Home Store in Harahan, LA—and an awesome night in the French Quarter for our members would do the trick.”

Next Generation-NOW is a hosted community of the National and Western Home Furnishings Associations, which will soon become the new North American Home Furnishings Association. For more information or to sign up, visit www.ngnow.org. Connect with Next Gen Now on twitter @ngnow or join the conversation using #ngnow.

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About Next Generation-NOW
Next Generation-NOW is a community of young, passionate and curious home furnishings professionals that are the future of the home furnishings industry. Working together, this community will develop the next group of industry leaders through educational events, social networking and guidance and give a voice to the unique needs of future generations in the furniture industry. For more information, visit http://www.ngnow.org.

(Calhoun, GA) — Beginning now through May 12, 2013, Surya invites customers and Pinterest users to enter for a chance to win a Surya rug and home accessory package of their choosing from themes inspired by travel, fashion or nature. The sweepstakes theme is aligned with Surya’s High Point Market inspiration-themed campaign – which highlights the creative inspirations behind many of Surya’s products.

This is the home décor brand’s first “Pin It to Win It” sweepstakes. Its objective is to recognize the important role that inspiration plays in the design process, while also driving overall brand awareness. Entrants must create an ‘Inspired Home’ board on Pinterest and pin the featured accessory package they would like to win from Surya’s Inspired Home Sweepstakes board as well as three of their other favorite products from Surya’s Pinterest page or website.

“We love Pinterest. It provides a powerful visual and social platform to engage with our design-focused customer base in new and exciting ways,” says Surya President Satya Tiwari. He also adds “We not only use it as a place to share information and inspiration, but also as a tool to see what resonates with our page followers. That valuable information is then incorporated into our product development process”

Surya’s Pinterest page, launched last year, features over 50 design boards – organized by colors, trends, rooms and designers. The company has over 2,800 followers.

More details on the Inspired Home Sweepstakes are available on Surya’s website at www.surya.com/inspiredhomesweepstakes/.

About Surya:
With over 35 years in the home fashion industry, Surya is a vertically integrated manufacturer of fashion-forward area rugs and home accessories. Known for its innovative designs and progressive business practices, the brand capitalizes on its expert understanding of the latest trends in apparel and interior design. Surya interprets these styles across each of its product lines – blending thoughtfully crafted combinations of color, pattern and texture. The home accessory solutions company currently exhibits in Atlanta, High Point, Las Vegas, New Delhi, New York, Toronto and Tupelo.

Mt. Arlington, NJ: STORIS, a provider of business software for the home furnishing retail industry, has officially announced the release of its newest eCommerce solution, eBridge.

eBridge gives retailers the flexibility to develop their own website with product content and communicate directly with the STORIS Vision9 database. With this API based solution, a business can use their own staff of web designers, or select a licensed eBridge development company to launch and maintain their website.

With this new virtual store solution, STORIS provides access from the retailer’s website to product information in Vision9, such as quantity, pricing and other merchandising related data. Additionally, eBridge offers real time communication for the creation of shopping carts, and allows customers to make payments or apply for credit online.

David Berger, Director of Product Management elaborated, “A continual goal of ours is to offer our clients with scalable and flexible business software solutions. As the web sector continues to grow, our clients are learning more about what they want their site to do, and whom they want to manage it. Additionally, many clients already have websites that they want to integrate with their new Vision9 business software suite, and eBridge is a great option for them.”

Although targeted for retailers, the API Developers License provides approved third party companies with privileges to the entire set of eBridge web service methods. Doing so allows these providers to create templates or customized sites that a retailer can launch. When using a web development company and content provider integrated with eBridge and Vision9, a retailer can leverage their technology needs and offer their clients a full circle shopping experience.

STORIS offers clients and Omni channel retail system that includes the Vision9 Point of Sale applications, eRoam mobile app and eBridge web solution, designed to enhance business performance and recognize growth opportunities.

To learn more, visit STORIS at the High Point Market, April 20-24, Plaza Suites, NHFA RRC, booth 24.

About Vision9
STORIS’ Vision9 provides a single solution view of all Cross Channel Commerce points, to enable better order fulfillment and provide the best customer experience, while exercising flexible control of a business.

For over 20 years, STORIS continues to be the leader in providing solutions and world-class service to big ticket retailers of ALL sizes.

April 2013

How do you handle an upset customer? It’s not an easy question to answer and one that may depend on extenuating circumstances. For the most part, always refer to Customer Service Rule No. 1, “The customer is always right,” and Customer Service Rule No. 2, “When the customer is wrong, refer to rule No. 1.” While you may not believe it was a bad experience, remember that perception is reality in the customer’s mind. Do everything within your power to ensure a customer leaves not only happy, but singing your praises as well. Ultimately, every time you serve someone the goal is to create a personal trade customer, a repeat customer for the future and one that will readily offer your business as a referral to others.

I believe the only reason a furniture store has salespeople, a sales manager, service people, office and finance people, a buyer, advertising and marketing departments, an owner, all the way to the cleaning crew, is to produce HAPPY CUSTOMERS.

The latest statistics state that if you upset one customer, that person will tell another 10 people about the bad experience. In turn, those 10 people might tell another 10 people each. Therefore, one upset person may cost you well over 100 potential customers. Losing that much business is way too large a price for not resolving one bad experience. On the other hand, if you have 10 people upset with you for one reason or another, only one out of every 10 will actually come back and give you a chance to resolve the situation.

For the most part, people are genuinely good. Most people are not out to take advantage of furniture store retailers. If the customer believes they have a legitimate complaint, it is
a legitimate complaint. Remember: Perception is reality.

I have seen situations where the salesperson or store employee says something to make the customer feel they have to defend themselves, like, “That’s not the way you bought this piece,” “It is obvious you are very rough on your furniture” or “That isn’t covered by the manufacturer’s warranty.” At this point, the customer becomes defensive. The salesperson took a bad situation and made it worse.

Let an upset customer know you want to take care of the issue. Never make remarks that put someone on the defensive. If the customer is in the middle of the sales floor causing a scene or within voice range of other customers, lead them to a quiet area of the store or into a private room. While walking, let them know you genuinely want to make sure the situation is resolved. Always ask one question that will show you care and will do your best to resolve the situation: “What can we do to make this right for you?”

The answer often may be less than you thought you would have to give. Should the customer ask for more than you are able to provide, then at the very least you have a starting point to begin the negotiations and rectify the situation.

Your job as a salesperson is to represent the customer to the company—not the company to the customer. In other words, do not defend the company, the product or the vendor. Ensure the customer is happy with their purchase. Most bad situations are easy enough to turn around so the customer is actually delighted with how it was resolved. Should this be the case and someone is out in the world singing your praises, it was well worth the price. If you had to give a little more than what you thought you should have, write it off to your advertising budget, because that is what it is. A happy customer who tells their friends and relatives about the superb customer service they received is far more valuable than a customer telling people about their bad experience. Bestselling business book author Harvey Mackay states that it costs, on average, $5,000 to get a new customer. Do not waste your money getting rid of the ones you already have!

When dealing with upset or angry customers, remember these 15 tips.

1. Don’t take anything the customer says personally; we are all guilty of saying things we don’t mean in the heat of anger.
2. If the customer is verbally attacking, let them know you are going to resolve the situation but will not tolerate obscene or abusive language.
3. Learn from the experience to avoid repeating the same situation.
4. Set the tone for the conversation by being friendly, empathetic, smiling and overall professional.
5. Don’t place blame on the customer. They may need someone to blame and it might be you; again, don’t take it personally.
6. Let them know, no matter how upset they get, that you’re going to do what you think is right.
7. Maintain a calm tone of voice and positive body language.
8. Maintain eye contact—it shows you’re interested and concerned.
9. Remove the upset customer from the sales floor if possible. You don’t want other customers hearing the conversation.
10. Don’t tell the customer everything you cannot do. Frankly, they don’t care what you can’t do—only what you can do.
11. Don’t defend the company’s policies. If you are not empowered to make a final decision, have someone who can resolve the situation handle the customer.
12. Don’t make excuses. Everyone has them. The customer is looking for answers.
13. Remember the Golden Rule: Treat people as you want to be treated.
14. In some cases, your negotiating skills may come into play. Don’t give up the farm too fast.
15. Ask the question, “What can we do to make this right for you?” and start the negotiation from that point.

Remember, the cost to get a new customer is tremendous. The expense of losing an upset customer who tells others about the experience is far too high of a price to pay. Treat the upset customer right and you may be able to turn them into one that proactively gives you referrals and recommends you to others.

Author, trainer, consultant and speaker Brad Huisken is president of IAS Training. Mr. Huisken authored the books “I’m a salesman! Not a PhD.: Realistic Strategies to Increase Your Sales,” “Munchies for Salespeople: Sales Tips You Can Sink Your Teeth Into” and his  soon-to-be released “Munchies for Salespeople II: More Sales Tips You Can Sink Your Teeth Into.” To find out more, contact Brad at 800-248-7703, info@iastraining.com or http://www.iastraining.com.

Rapid developments in technology continue to provide the retail world with new challenges and potentially revolutionary opportunities. Our current multi-channel system grew from generations of single-channel retailing at a time when business either happened face-to-face in store encounters or through limited catalog shopping opportunities.

Multi-channel retailing provides consumers with access to information via computers, mobile devices, the Internet, print catalogs, television, advertising, radio, signage (both digital and old-fashioned) and sales staff at brick-and-mortar stores. Each channel is a link between consumer and retailer that can provide an abundance of information. Consumers access information and retailers promote their products.

But how do retailers and consumers navigate this new world full of diverse channels? Today’s consumers love their gadgets. The connected consumer needs and expects information to be widely accessible. Retailers need to provide information and promote their products across a rapidly developing array of sources. And, now, not only does the information need to be available via a multitude of channels but all customer experiences with your brand, from whatever source consumers are able to access, must be constantly consistent and current. The channels must not only link consumers and retailers but they must link with each other. This is omni-channel retailing—the next phase of technological challenges and opportunities impacting the retail industry.

In his article, “Making Omni-Channel Retailing A Reality,” Michael Griffiths states, “The key to succeeding in omni-channel retailing is understanding the new role of the store—the central representation of your brand. This means that no matter which channel the customer is using to reach you—brick and mortar, online, or mobile—your customers see your store as a single, transparent system rather than multiple channels with separate inventory, processing and delivery systems.”

Stores can coordinate their database across all channels, seamlessly synchronizing their pricing, discounts, promotions, delivery and inventory information as well as all the other vital information consumers need and want at their fingertips. But they can also remain flexible and easily update their system to allow for pricing adjustments to keep their products competitive both online and in-store.

Accurate and timely event information, new products and in-store opportunities can be distributed across all channels seamlessly. Inventory status and accurate delivery estimates can be instantly available as well as streamlining warehouse and logistic operations.

The in-store customer experience can be enhanced with omni-channel connectivity. Send coupons to consumers on their mobile devices as they shop in-store. Mobile devices can scan barcodes, provide store directories, show maps to help customers navigate the store or offer product reviews and endorsements. Digital screens can provide 3D models and simulations. Touchscreens can create virtual rooms and product images for design and visualization. Smaller stores, in urban locations where rent is high, can use touchscreens, kiosks or mobile devices in addition to a savvy sales staff and well-displayed in-store samples to optimize their space. 

Sales associates using connected mobile devices stay informed up-to-the-minute, ahead of even smart and savvy consumers. They can provide mobile checkout, arrange deliveries and
provide interactive video displays

A Motorola Solutions white paper, “How Brick-and-Mortar Retailers Can Win the Omnichannel Battle,” advocates that “the more you and your employees know about your customers, the more you’ll be able to provide more personal, more consistent, more satisfying and more differentiating customer experience.” Data collection, demographic analysis, customer purchase history and preferences can lead to custom-designed incentives, improved customer understanding and a better trained sales staff.

We all know brands that seem to have it all figured out. What they have is the means to reach out and provide consumer interaction and create personal and customized brand experiences. Ikea on a Saturday is packed with excitement and customer involvement. Their combination of great pricing, unique products, understandable quality, customer service, great signage and a family-friendly atmosphere has created a cult following for the well-known blue and yellow brand. Apple eliminated cash registers and lines, providing a segmented staff of greeters, certified technicians, genius bar consultants, inventory specialists and mobile transaction staff. They are skilled at welcoming everyone, maintaining their price points, offering classes
and providing service in-store, online and by phone.

Another strategy is to offer unique experiences. Weekends Only in St. Louis, Mo., for example, engaged Martin Roberts Design to help create their brand. Basically, by using warehouses as their brick-and-mortar stores and only opening on weekends, they have created ongoing excitement. “Weekends only” bargain hunting, new weekly inventory with great signage and wayfinding in addition to periodic events like a cookout or lamp sale, have made their in-store experience a much anticipated weekend treasure hunt event.

LoveSac, located in Stamford, Conn., created a unique
and fun furniture design and in-store opportunity to match. They provide customers with sets of magnetic blocks that represent the components of their “sactionals.” Customers personally design their own furniture while playing with blocks.

Ed Clary, CIO of Haverty Furniture Company, summed it up at the NRF Convention in January, 2013: “It has become clear that technology is empowering our customer base. If we rely exclusively on a brick-and-mortar channel, we will not fulfill as many transactions. For us, brick-and-mortar has become an imperative way for us to support an omni-channel experience and drive sales.”

Martin Roberts Design, LLC, is an award-winning team of retail consultants, architects, interior designers, visual merchandisers and graphic designers whose unique expertise in both the science and art of retailing has put them at the forefront of the retail design industry. For more info, go to mrobertsdesign.com. 

The idea of the customer experience is an ever-evolving creature. It flows in a direction that is constantly changing, and if we aren’t aware of where that is heading, we can rest assured we’ll be left behind.

The Evolution

In the not-so-distant past lies a time when retailers were the ones who held the control (for the most part) in the buying process. Retailers could regulate the content available to consumers by deciding what advertisements were going out, what merchandise would be available and at what prices. Word of mouth found the best places to shop and a simple handshake could seal the deal.

With the availability of technology increasing, the amount of information now accessible to the consumer has skyrocketed at an astronomical rate—and as we all know, knowledge is power.

The reins of available content regulation have been taken by consumers in the form of search-savvy shoppers who no longer rely on printed media for their information fix. They look to their PCs, laptops, tablets and smartphones to find the best deals and for stores that best suit their changing (based on what Pins they saw this week) stylistic wants and needs. The framework that they use in their shopping experience is now multi-channel. Store websites, social media (Facebook, Twitter, Pinterest, etc.), online reviews and the traditional brick and mortar store are what fuel today’s consumers in their journey to purchase.

The Response

Pedigo Furniture has been around since 1953 and has built itself on a commitment to great quality at a fair price and service. Our customers who have traded with us for 60 years know that we stand by our knowledgeable sales staff to be courteous, kind and helpful in finding just what the customer needs or wants. Our service department goes the extra mile after the purchase is made to make sure the customer is satisfied with how their merchandise is performing—often at no cost to the customer.

The past few years have been interesting for our store to say the least! With the inundation of web shopping and social media, we’ve had to tailor our traditional customer experience to incorporate the demand of the digital age. As a member of social media (SM) since 2010, we want to make sure our customers can connect with us even when our physical doors are closed for business. Our customers are going to use SM for their personal use, de facto. In response, we use it as a way to engage our customers who can’t make it to our physical store, those who want to know about current promotions or those who just want to vent and be heard! With accessibility to SM virtually unlimited, the ability to connect to our customers on a personal, digital level has expanded from an 8 to 6, six days a week window, to a 24/7 opportunity. Now, some geographical areas may use one SM platform more than others. For instance, Facebook and YouTube are our primary SM outlets as opposed to Google+ and LinkedIn. Though we have content on Twitter and Pinterest, those are not our primary sources of connection to our consumers. Each demographic will be different of course.

At the end of this past year we implemented eCommerce into our customer experience. No longer do our customers have to come into our store to make their purchase. Although we encourage consumers to visit our brick and mortar store, we want them to be able to buy however they choose—even if that means at home in their skivvies!! A recent study by FurnitureDealer.net/e-Intent found that 81 percent of consumers say they will not shop on a furniture website that does not include pricing information. We want to make sure we offer an outlet to those people who want their customer experience to look like this instead of a traditional physical store purchase. Now, our doors are never closed to our customers.

For You

As retailers, we are responsible to be ready in those avenues our consumers are looking for us. The buying experience we offer will often be what our customers remember us by—be that great or awful!  From start to finish, we must make sure we’re there for our customers from before the time they set foot in the store until after they have their new merchandise at home. It’s up to us as retailers to find where the experience our store offers fits into the customer’s personal life story of buying.

“Hey! There’s a Rat in my Mattress!”

Customer: Hello, um, yes I have an issue with a mattress
I purchased from your store about six months ago.

Customer Service: I’m very sorry to hear that, ma’am.
I’d be happy to help you. What exactly is the problem?

Customer: Well, the mattress is squeaking and something has been poking me in the back while I sleep. It is very uncomfortable and noisy.

Customer Service: Perhaps it is a bad spring that is causing the issue?

Customer: I don’t think so, no. I saw something on the
news recently where rats were living inside of mattresses. That has to be the problem. It would explain the squeaking and the poking in my back. I believe I have a rat living in my mattress, I am certain.

Customer Service:[Pause] Ma’am, I don’t think that…

Customer: …And, let me also tell you, I checked for holes to see where the rat may have gotten into the mattress, I couldn’t find any. It must have come from the factory that way. I remember seeing the same thing on TV and they could not find where the rat chewed through, they built
it with the rat inside!

Customer Service: [speechless]

Customer: I think that rat was put in there on purpose!

Customer Service: We will have someone come out to
take care of this issue right away.

Delivery Driver arrives at the woman’s home

Customer:Great! You’re here. Now lay down on this mattress and you’ll feel that rat poking at you.

Delivery Driver: [after lying on the mattress for a few moments] I’m sorry, but I don’t seem to feel anything poking me at all. It seems perfectly fine and comfortable to me.

Customer: Well, then the rat must be asleep is all.

Delivery Driver: [pondering the situation] Ma’am, If I may, how do you suppose the rat has survived inside your mattress for six months without food?

Customer: Well obviously, the factory put food in there
for the rat to live on.

Delivery Driver: [trying to maintain composure] From what I can see, everything looks fine. But if the rat wakes up, please be sure to give us a call.

Customer: So, how long before that rat chews its way out and starts to eat me?

Deliver Driver: Ma’am, with all the cats you have in this house, I think you’ll be safe from a rat attack.

Note: There have been no more rat calls from this customer. Either the cats won or the rat did….

—Marty Cramer, Cramer’s Home Furnishings 

A Feline Fugitive 

One hour after our driver delivered a new mattress set and picked up the old one for disposal at the dump, the customer called our Customer Care Center in a panic. They claimed that their cat was missing.

We wondered what this had to do with us, but the customer told of how their cat had a penchant for crawling through a hole in the old box spring to hide.

We called our driver to ask if he would pull over and inspect the old box spring. Sure enough, the cat was found curled up inside the old box spring. It was freezing in the back of the truck (we’re located in Canada), so they moved the cat to the cab to keep her warm and returned the feline to a very surprised and grateful customer.

—Andrew Tepperman, Tepperman’s  

Beware of Flying Chairs

A young couple purchased four pricey dining chairs ($900+ each) and wanted to look at them prior to having them delivered. They came into the store and were very satisfied with what they saw. The husband decided they would all fit in the back of his pickup truck (no tie downs) and thus would eliminate a delivery charge. They got about two miles down the road and a gust of wind picked up throwing two of the chairs to the side of the road… they were not repairable. The next morning the husband came into the store with his tail between his legs as I guess his wife was not too happy, to say the least. He ordered two replacement chairs and Valerie gave him a substantial discount considering the situation.

—Andree Dempsey, Valerie’s Furniture & Accents 

In previous articles, I’ve discussed the rapid expansion of mobile technology and what questions to ask in devising a mobile advertising strategy. A key takeaway is that customers with smart phones are “on the go” and looking to buy quickly.

The Search Agency found that 1 in 4 paid clicks in the United States in Q4 2012 came from smartphones and tablets (mobile devices). Our data shows on average that mobile cost per click can be half the costs for searches conducted from personal computers. Best of all, mobile ads can get up to twice the click-through rate.

Knowing this, your mobile marketing messages should point to a new, fully mobile-optimized website (not your standard site) that targets this customer.

These five steps will guide you toward maximizing return on your mobile marketing investment.

1. Create an optimized mobile website

Your mobile website should contain these essential elements:

• Home page design, displaying your business name and logo
• Phone number in bold, with a “click to call” button
• Full address with link to a map
• Button to pull up turn-by-turn directions for GPS function
• Brand and available inventory listings, or at least top manufacturers and products.
• Current specials. After the home page, this is the second most visited page. Don’t ever let it sit idle; always offer a coupon, special offer, etc.
• Social media integration, so customers can see your Facebook, Twitter, Pinterest, etc. channels right on their device
• Reviews integration, so customers can click to sites where they can read a review or post one

View your mobile site through your iPhone or Android phone and make sure it’s easy for customers to navigate.

Develop your mobile marketing strategy

Where do you want mobile customers to land when they click on an ad? Create unique “landing” pages for your brands and each of your core product categories. If someone clicks on your mobile ad featuring Frigidaire refrigerators, be sure it goes to a mobile-optimized page for this product and not your home page.

Build a specific, strategic “campaign within a campaign” around local mobile customers. First, look at your current digital marketing assets. What are your best converting themes and keywords for customers searching for you on their personal computer? Look at your analytics to be sure you have a high “share of voice,” and that your messages appear 60-70% of the time customers conduct a search in your target market. Now think mobile to do the same.

Your goal should be to get a similarly high share of voice on mobile devices as well as personal computers. Since only one mobile ad often appears at the top of a mobile search results page, that’s where you want to be! Work with a trusted marketing partner to research your local market to see how many mobile searches are being conducted for your business, products and services.

2. Employ geographic targeting

You can control how close to your store and at what times of day you want your mobile ads to appear. If you’re tightly controlling geo-targeting in your desktop campaign, keep it the same for mobile. Base this around where you know you sell the most products geographically.

Early data shows that day parting your messaging (only showing ads when your store is open) isn’t yet moving the needle significantly in terms of performance. People conduct more than a dozen searches online over a few days to many weeks before buying. Do you want your ads for “Electrolux appliances” to show up at 3 a.m. and 3 p.m. on a mobile phone? Perhaps, since even though search volume drops off when you close up your store, you still want to capture all available search activity when it occurs.

3. Write effective mobile ads

In creating your mobile ads, consider the following:

• The same analytical approach applies to mobile as desktop. Install and rely on Google Analytics on your mobile and regular website to keep tabs on local market searches and click activity across devices.
• Conduct tests to see where there is a critical mass of volume of searches on mobile, then target the ad copy around that.
• Customize the messaging (we’re nearby, buy today, special sale, etc.) to appeal to mobile customers in close proximity.
• Be purposeful and targeted to the theme you’re going after.
• Less is more in terms of ad copy; stay focused on a central call to action.
• Make the ad copy keyword-centric. Include the keywords you’re bidding on in your ad text.
• Don’t use ALL the available space, be laser-focused so customers “get it” in a glance.
• Much like an aggressive personal computer-targeted campaign, measurement and adjustment of your mobile campaign is crucial. Adjust bids and ads daily according to actions (click to call) to maximize returns. Keep tabs on contact forms/finding attribution points to prove effectiveness and rate of conversion. A qualified vendor can apply proprietary technology to automate proactive changes to your campaign to stay ahead of the competition and drive top results.

4. Create mobile display ads

You may already be running digital banner (display) ads for brand awareness. Resize and simplify new versions for mobile. Use big fonts and 3-5 words. Think simple and clear. Make a distinct central offer or a simple, bold statement or call to action.

More people are using mobile browsers over apps to find local dealers and inventory. The jury is still out on whether ads within specific apps or on mobile browser search results are converting the best. Do both and analyze your results.

Test, test, test

The wonderful thing about digital campaigns is that they provide real-time data. Where are you getting traffic and how is it converting? Adjust your campaigns to reflect this newfound insight.

Test, test, test on both desktop and mobile, but also look at your entire customer experience. If your digital advertising generates 1,000 clicks to your website, and your traditional marketing drives 1,000 new people in your doors, but you’re not closing more sales, examine what your customers are seeing and what needs to be revised, both in your digital marketing and your store sales process.

Brian Dick is Director of Business Development, Home Goods and Services at Netsertive (netsertive.com), a fast-growing online marketing technology firm that drives maximum sales opportunities to national brands and local retailers through the power of Internet advertising. You can reach Brian at: bdick@netsertive.com

April 11, 2013

How do you make customers feel welcomed into your store?

Cherie: My store, from layout to product offering, is a direct reflection of my clients’ style and sensibilities. I take my cue from them and I think that is the reason they feel welcome and at home in my store.

Valerie: The staff always says, “Welcome to Valerie’s, have you ever been in before?”

If they haven’t we explain a little about our specialty. If they have we say welcome back, you’ll find lots of new items. Please feel free to explore, my name is blah blah and I’m here to assist you with any and all of your needs. We also always try to engage them in a personal way: “Ooh I love your shoes, where did you get them?” It’s all about making them feel comfortable and not pressured.

Why is experience important?

Cherie: Experience is everything! It is what my clientele expects from me. It is oh so important that they feel comfortable and reassured that they are in good hands when making such significant and personal purchasing decisions.

Valerie: That’s what brings them back! If they feel comfortable and confident in their experience at the store, they become loyal and tell others about it. We’re a specialty store, so knowledge is very important but customer experience is number one…a fun, inviting atmosphere!

What do you feel is the first touch point with customers?

Cherie: In 2013, I am heading more into the ecommerce world, so when a customer visits my website for the first time I want them to feel the essence of what the Rose Collection is all about; the same as if they are walking into my store. In my niche, first impressions are lasting impressions.

Valerie: Before they even walk in the showroom, it’s the vibe of the parking lot and entrance to the store. Clean and inviting and something fun to make them smile and draw them in. This makes them sense immediately they are entering a unique environment. Of course the initial greeting from the staff, a sincere smile, an enthusiastic welcome.

Customer Experience Stats

70% of buying experiences are based on how the customer feels they are being treated.
Source: McKinsey

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor customer service experience.

Only 4% of dissatisfied customers will actually tell you!

It takes 12 positive experiences to make up for one unresolved negative experience.

It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.
Source: White House Office of Consumer Affairs

Secret Menus
Check out these secret specialties and maybe try a few!

In & Out
10×10 Burger – we say this is just a stomach ache waiting to happen!
Neapolitan Shake – Chocolate, vanilla and strawberry ice cream all blended together.

McDonalds
Land, Sea and Air Burger – For the day you don’t know what you want… a beef patty, chicken patty, and a fillet of fish patty pilled high on a bun.
Monster Mac – A big Mac with 8 meat patties. OMG!

Starbucks
Red Eye - A shot of espresso in regular drip coffee.
Cake Batter Frappuccino – Order a vanilla frappuccino and ask for both vanilla bean and almond flavorings. Supposedly tastes just like cake batter.

Chipotle
Quesorito - A quesadilla with any of the fillings used in a burrito, rolled together and baked in the tortilla warmer.

Jamba Juice (many more on secret list and not available at all locations)
Sourpatch Kid - Lemonade and various sherbets.
Pink Star - Lemonade, soymilk, sherbet, strawberries and yogurt

Laws of Louisiana
Good things to know before heading to NOLA in June for the HFIC!

It is a $500 fine to instruct a pizza delivery man to deliver a pizza to your friend without them knowing.

A person could land in jail for up to ten years for stealing an alligator.

“Fake” wrestling matches are prohibited.

“Mardi Gras Beads”may not be thrown from a third story window.

Other Crazy State Laws
In Missouri, it is illegal to drive with an uncaged bear. (Caged bears are ok).
In New Jersey, it is illegal to wear a bulletproof vest while committing a murder.
In Ohio, it is illegal to get a fish drunk.

Don’t Aim for Consistency, Aim for Cohesion

Social media’s most appealing abilities revolve around content: creating it, sharing it and engaging with it. Quality content will inspire, inform, educate or even entertain your customers (and if you’re really lucky, it does all four!). So if you’re looking to engage with your customers, to keep them coming back for more, follow the tips below to implement social media cohesion.

Establish Your Brand Voice 

Brainstorm and establish your social media presence or identity before you set up a Twitter account or Facebook page.

Ask yourself the following questions to help identify your social media presence:

• Do you want it to be strictly a selling tool?
• Do you want it to build you life-long customers?
• Do you just want to have fans and followers and don’t care what comes from it?

Decide what your brand stands for and how you want to portray that organically.

Focus on Your Topic

Your audience frequently forgets the messages you push out through your social media content. However, they generally remember what you talk about most—your most popular topics and/or your subject matter of expertise.

This is why an effective online branding strategy should write, talk and share about topics related to your business and industry. Doing this will reinforce your weight as an expert on that topic or topics. That’s not to say you should never post about anything else—dynamic content is always a plus—but keep your subject matter close to your area of expertise to reinforce your image as a leader in that area.

Get to Know Your Fans

People become fans of your page for a reason. They didn’t happen to “like” your page just because they thought it looked cool. They want relevant and expert information from you. So go ahead and give them what they want! Talk about what you know. Talk about what you have been doing for the past twenty years. Show them you’re the leading voice of authority in your industry!

Update moderately

Don’t get caught in the overload zone. Once you fall into this trap, it’s hard to escape. Overloading your followers and friends with too many updates will annoy them and can cause them to unsubscribe.

It is important to update moderately, steadily and cohesively to help keep your brand fresh and reiterate your brand personality to the organic whole which is made up of your customers, followers and fans.

Quick-Fire Marketing is brought to you by R&A Marketing. Armed with more than 25 years of furniture retail marketing experience as a full-service traditional and digital marketing company, R&A is the industry’s premier agency for retailers in the home furnishings and appliances/electronics industries. Visit us on the web www.ramarketing.com or email us at info@ramarketing.com.

Mission, BC, Canada— The Art Highway will unveil the artwork of world-renowned artist Scott Jacobs to the home furnishing community at High Point Market, April 20^th – 25^th, in Market Square MS-247. Mr. Jacobs is a preeminent motorcycle artist and has been officially licensed with Harley-Davidson Motor Company for over 20 years.

Known for his photo-realistic style of painting, Scott does not limit himself to one subject or medium. Whether the subject of a painting is a motorcycle scene or a wine still-life, he utilizes acrylic paint or watercolor or occasionally airbrush to achieve the desired result. Scott’s time-consuming techniques create a finely detailed composition that welcomes viewers into a world of almost photographic reality and succinct reflections.

Mr. Jacobs’ original and limited edition works are highly sought after and have garnered the attention of distinguished museums such as The Vintage Museum, Peterson Museum, Milwaukee Public Museum and National Motorcycle Museum and Hall of Fame. “We are thrilled to be able to introduce the retail community to Scott Jacobs’ amazing talent. His images have graced the walls of prestigious collectors and celebrities, from all over the world, and it is our privilege to now offer our exclusive Scott Jacobs Collection to retailers,” stated Rena Somerville, President of The Art Highway.

To find out more information, please contact Laurie Burke, National Sales & Marketing Manager, at 434-315-4302.

The merger of the National Home Furnishings, Western Home Furnishings and the Home Furnishings Independents Associations has provided the new organization with a wealth of top thought leaders to select from. “With so many savvy entrepreneurs on each board, the selection process was lengthy and daunting” said Sharron Bradley, the organization’s CEO. “We are so grateful to these talented people who give so freely of their time and knowledge. It is an honor to work for and with such passionate and committed members of the industry.”

The Board will assist in developing the fresh and innovative business strategies to move the organization through this decade and beyond.

“To have the opportunity to participate in the development of this organization; integrating today’s needs, knowledge and technology into our template and foundation is significant, and I knew I wanted to play a major role,” said Rick Howard, Sklar Furnishings, Boca Raton, FL, 2013-2014 North American Home Furnishings Association President.

The 2013-2014 North American Home Furnishings Association Board of Directors

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About the North American Home Furnishings Association:
North American Home Furnishings Association is the nation’s largest organization devoted specifically to the needs and interests of home furnishings retailers. The organization’s membership will encompass more than 10,000 stores in all 50 states and several foreign countries. Providing a unified voice, the organization will allow those in the industry to work more cohesively as well as increase negotiating power and cost efficiency. Three offices will serve the organization with locations in the East, West and Central United States.

An impressive array of plans include a new website, a bold new publication, launched last spring, enhanced regional interaction, fresh educational offerings, innovative best practices resources and data and exciting opportunities for impactful involvement in the new trade community.

Click here for event details!

Eligibility: You must be at least 18 years of age or older to enter. Must be a member in good standing with Next Generation Now and all other group supporting the 2013 Home Furnishings Industry Conference. No purchase necessary, see details below.

Date: Sunday, April 21, 2013

Must attend: Surya/Next Generation Now High Point Market Bash at Surya Showroom (Showplace 4100), starting at 5:00 pm. Limit: 1 entry per person. Must be present at time of giveaway drawing to win.

Grand Prize includes: three nights accommodations during the HFIC dates of June 2-4, 2013 at the Sheraton New Orleans, New Orleans, LA in a standard room single/quad occupancy (applicable tax included), 2 complimentary 2013 HFIC conference registrations (includes all planned meal functions and incentives). Roundtrip coach air travel for 2 (not to exceed $500.00, airlines terms and conditions apply, certain restrictions may apply). Ticket is not refundable and is not replaceable if unable to attend. Winner will not receive any cash value of prize. Contest dates will not be extended.

Agreement to Official Rules: By participating in any of the above contest, entrant fully and unconditionally agrees to and accepts these Official Rules and the decisions of the Sponsor and/or Administrator, which are final and binding in all matters related to the 2013 Bringing the Next Generation to the HFIC Contest.

During any individual contest period, hand your business card with your name, company business address & phone number, and email to any Next Generation Now Advisory Board member in attendance.

Limit: 1 entry per person. Must be present at time of contest drawing to win. All entries become the exclusive property of Sponsor, and none will be acknowledged or returned. Proof of  submission will not be deemed to be proof of receipt by Sponsor. Sponsor is not responsible for lost, late, incomplete, invalid, unintelligible, illegible, or misdirected entries, which will be disqualified.

HIGH POINT, N.C. – “The New England Chapter is very pleased to support The Home,” says New England Chapter President Joe Quintal of Rotmans Furniture in Worcester, MA. “I invite New Englanders to come out and support this very worthwhile organization while playing some golf and relaxing with friends old and new.”

With roots dating back to 1799, The Home for Little Wanderers is the nation’s oldest and one of New England’s largest non-profit child and family service agencies. Its services include early childhood, adoption, foster care, clinical and family support, residential care, special education, independent living, and case management.

For registration and sponsorship information, contact Odetta Wash at (800) 888-9590 ext. 6116 or owash@nhfa.org. For tournament information, contact Jonathan Boyle at jboyle@circlefurniture.com.

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The New England Chapter of the National Home Furnishings Association brings easily accessible educational programs and other business-related programs and activities to the furniture industry in Mass., Conn., Maine, R.I., N.H. and Vt.

National Home Furnishings Association (NHFA) is the nation’s largest organization devoted specifically to the needs and interests of home furnishings retailers.

FOR MORE INFORMATION CONTACT:
Odetta Wash
336.801.6116
owash@nhfa.org

On Saturday, April 20, Market will kick off with Carolina Stars, featuring a tasting menu from North Carolina wineries paired with famed Southern cuisine, and accompanied by music from jazz fusion band Tizer.

On Sunday, April 21, super-group The Temptations will hit the stage with their incredible showcase of timeless hits, sponsored by Surya. For more than 40 years, The Temptations have made their market on popular music with songs that everyone knows, like “My Girl,” “Papa Was a Rolling Stone,” “Ain’t Too Proud to Beg,” and “Get Ready.”

Doors open for all events at 7pm at Center Stage, between the Transportation Terminal and Showplace, and The Temptations concert will begin at 7:30pm. Food and drinks are provided to all Market attendees with a current Market pass and photo ID. No one under the age of 15 will be admitted.

About the High Point Market Authority
The High Point Market Authority is the official sponsor and organizer of the High Point Market in High Point, N.C. Featuring an extensive selection of exhibitors spanning every category, style, and price point, and attracting tens of thousands of visitors from more than 100 countries twice each year, the High Point Market is the driving force of the home furnishings industry. Find the High Point Market anywhere online, and follow on Twitter using the hashtag #hpmkt.

For more information, contact:
Cheminne Taylor-Smith
Vice President of Marketing
cheminne@highpointmarket.org
336.888.3227

March 13, 2013

Home Furnishings Industry Conference Offers Over 25 Educational Sessions with Featured Speakers offering Complimentary Books

Roseville, Calif—The National Home Furnishings Association, Western Home Furnishings Association, Southeastern Home Furnishings Association and the Home Furnishings Independents Association have announced the featured speakers for the 2013 HFIC. Scheduled for June 2-4, 2013 at the Sheraton New Orleans in New Orleans, LA, the event theme of “Making it Big, Keeping it Easy” focuses education around developing agile skills sets for retailers to continue to evolve, compete and thrive. Serta Mattress has signed on for the second year to be the Signature sponsor of the event.

“The opportunities for personal and business growth provided by the HFIC are incredible. I can’t imagine trying to grow and move forward in this industry without the information, knowledge and wisdom that is presented and shared at the HFIC,” said Howard Haimsohn, Lawrance Contemporary, San Diego, CA, “my hotel room is already booked.”

Featured speakers peppered throughout the agenda offer knowledge and know-how from within and outside the industry. The event opens Sunday evening with Jim Knight, former Sr. Director of Training & Development of Hard Rock International with his presentation Culture that Rocks: How to Revolutionize an Organizations’ Culture. Monday brings iconic retailer, Mike Spiller, Spiller Furniture, Tuscaloosa, AL to the stage to share years of hilarious and engaging stories, followed by an after session delving deeper into understanding the dynamics of long-term success.

Small business owner, columnist and author Gene Marks is featured in two sessions and will share his knowledge on business and the current political landscape. Gene’s book, In God we Trust, Everyone Else Pays Cash is complimentary to all HFIC attendees.

Kelly McDonald, McDonald Marketing closes the education on Tuesday afternoon with a presentation based on her latest book; Crafting the Customer Experience, which is also complimentary to attendees. Kelly first spoke at the 2011 HFIC in San Antonio, TX and was so well received the event committee asked her to return in New Orleans.

“Attending HFIC yearly is a golden opportunity for me to get out and work ON my business rather than the day to day routine of working IN my business,” commented Heather Hanley, The Tin Roof, Spokane, WA. “Meeting with industry experts and other retailers in a fun and casual environment away from the hurried nature of markets is refreshing and inspiring. Coming away with just ONE great idea each year makes the trip well worthwhile. I look forward to HFIC every year and recommend it to any retailer who wants to move their operation forward.”

Offering over 25 educational sessions, a best idea contest and a 60-booth product showcase, the HFIC continues to establish itself as the go-to event for all industry professionals. “New this year is a simplified on-line registration process,” said WHFA Director of Events, Cindi Williams. “It is amazing how quickly attendees can register for the event, take advantage of the Buy-One-Get-One offer and sign up for all the fun optional activities planned. And the confirmation comes right to your inbox, brilliant!”

Retailers, vendors and manufacturers interested in attending the event can visit www.thehfic.com to register on-line, reserve their hotel room and learn more about the full agenda. Exhibitor Showcase and sponsorship information can also be found on the event website.

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For More Information, Contact:
Sydnee Seites
WHFA Media Relations
(916) 784.7677; sseites@whfa.org

HIGH POINT, N.C. – The American Home Furnishings Alliance announces Paul Kaminski, corporate director of environment, health and safety for Ethan Allen Global Inc., has received the organization’s 2012 Environmental Leadership Award.

In addition, Ethan Allen received AHFA’s corporate Environmental Excellence Award. Both awards were presented during AHFA’s annual Sustainability Summit in Charlotte, N.C., February 20.

The Environmental Leadership Award is presented annually to a professional at an AHFA member company who has demonstrated environmental knowledge and a commitment to supporting and furthering AHFA’s environmental initiatives. The recipients are chosen by members of the ACE committee (AHFA’s “Action Committee on the Environment”) along with AHFA staff.

In presenting the award, AHFA Vice President of Regulatory Affairs Bill Perdue thanked Kaminski for his dedication to both AHFA and the industry.

“I consider you a leader in the industry. AHFA values your input and benefits from your many years of experience,” Perdue said. “This award simply validates the work you do on a daily basis to help make Ethan Allen a leader in the sustainability field.”

Perdue then recognized the entire Ethan Allen environmental team as he presented the company with the Environmental Excellence Award, an honor reserved for AHFA member companies that demonstrate exemplary environmental management and an ongoing commitment to environmental stewardship. Like the individual leadership award, the corporate leadership award is selected by the ACE committee and AHFA staff.

Ethan Allen has five domestic manufacturing facilities that are registered in AHFA’s EFEC environmental management program, and it has two international locations preparing for their EFEC audits. Kaminski reported that all seven facilities are also headed toward completion of AHFA’s Sustainable by Design program, which extends the culture of environmental stewardship throughout a company’s entire supply chain.

Even more notable, however, is Ethan Allen’s work to tailor the EFEC environmental management program for its retail design centers – 150 of them nationwide.

“With Ethan Allen’s help, we will soon have a modified EFEC Guidance Manual for use in a retail store,” Perdue explained. “We are working to modify the audit protocol to account for the large number of geographically diverse locations, and, lastly, we’ll be tackling the challenge of communicating the meaning of EFEC to consumers.”

Perdue concluded: “The Ethan Allen environmental team has made a lasting contribution to reducing the industry’s environmental footprint by pioneering EFEC in the retail setting.”

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The American Home Furnishings Alliance, based in High Point, N.C., represents more than 200 leading furniture manufacturers and distributors, plus over 150 suppliers to the furniture industry worldwide. AHFA is the home furnishings industry’s sole representative on Capitol Hill and elsewhere throughout the United States on legislative and regulatory matters that impact the industry.

FOR MORE INFORMATION:
Jackie Hirschhaut, 336-881-1016

New product features patented InChex™ technology for stable, balanced sleeping surface

HICKORY, N.C., March 4, 2013 – Hickory Springs Manufacturing Company, a global manufacturer of integrated solutions and components to the furniture, bedding, transportation and a growing number of diversified markets, introduces a 7-inch unit to its ProACT™ line of innerspring products.

“As mattress manufacturers seek to control costs, the 7-inch ProACT innerspring provides them with a taller unit that enables them to reduce costs while maintaining the integrity of the mattress,” said Rick Anthony, director of sales for the bedding product division of Hickory Springs. “As a result, manufacturers are able to keep prices low for their customers without sacrificing quality. The unit also complements the 6-inch ProACT innerspring product that we introduced last year.”

According to Anthony, both the 6- and 7-inch units feature Hickory Springs’ patented InChex™ technology, with each row and column assembled in an opposing manner. “This approach to innerspring design neutralizes the transfer of motion, thereby reducing partner disturbances while balancing one’s body for a stable, balanced sleeping surface and a perfect night’s sleep,” Anthony explained.

ProACT innersprings are open end offset designed 4.5 turn coils made of 13.75 heavy gauge wire and are available in 357 and 396 coil counts. Each 6- or 7-inch-high coil can be foam encased, with perimeter sizes available.

To learn more about the complete line of Hickory Springs bedding products, visit the company website at www.hickorysprings.com.

About Hickory Springs Manufacturing

One of North Carolina’s largest employers, Hickory Springs is a privately held company that brings together approximately 2,500 employees in more than 50 manufacturing plants in 17 states and China to serve a wide array of diverse customers and markets. Based in Hickory, N.C., the company has expanded its global presence and moved beyond core furniture and bedding markets to embrace new growth opportunities in transportation, healthcare, packaging and government sectors. Please visit www.hickorysprings.com for additional information.

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Nick Gates, Sara Wedding, Kevin Doran, Lael Thompson, Judi Lebensburger, Matthew Rosso, Amy Schmidt, Melissa Dressler, Sydnee Seites, Joey Gunn, Richard Tomkins and Alex Macias during the NGN Bash

The Next Generation-NOW (NGN) group had another successful market by providing the next generation of the industry education and networking opportunities.

Early Monday morning, the group gathered in the Retailer Resource Center for hot waffles before enjoying a great panel discussion on operating a business with multiple generations. Panelists from Royal Furniture and Ivan Smith Furniture shared their ideas and experiences of working within multi-generational family businesses.

Tuesday evening, NGN hosted their Market “Bash” in the One-six Club and saw a record number in attendance, 28 percent higher than their Summer Market event. Sponsored by Coaster, the highlight of the evening was the craps gaming tables where NGN members could learn this game of chance while networking with each other. “The NGN Bash was a huge hit, with many new faces showing up. Our goals for the event were to network, be social and have fun—and we accomplished all three. It was the best Bash yet,” said NGN Events Chair Sara Wedding, FurnitureDealer.net. “Thank you to our Bash sponsor Coaster, which allowed us to bring in a DJ and craps tables. Also a big thanks to Ashley Furniture for giving away a trip to the 2013 HFIC—it was the highlight of the night!”

Next Generation-NOW raffled off an all-expense paid trip for two, sponsored by Ashley Furniture, to the 2013 Home Furnishings Industry Conference in New Orleans, June 2-4. NGN Member Matthew Rosso, Rosso’s Furniture, Gilroy, CA, was the winner of the free trip and said, “It isn’t often that retailers, especially the next generation of retailers, get a chance to convene and network with each other. I am very excited to attend the HFIC and have the opportunity to network and learn from my peers. I can hardly wait… but I guess I will have to!”

The next NGN Huddle is scheduled for February 27, 12 PST, and will focus on creating a successful bedding gallery. To attend, visit the NGN Social Hub on www.ngnow.org and start watching. Attendees can then send their own questions to the panelist via the site.

With the continued excitement for this group growing, the advisory committee has created committees to get more members participating. If you are interested in joining a committee, or want to learn more about the Next Generation-NOW event, visit www.ngnow.org.

RetailerNOW recently caught up with Jim Knight, former Senior Director of Training at Hard Rock International and speaker at the upcoming HFIC, and asked him a few questions about how to create a company culture that ROCKS!

Photograph by Kelly Canova Photography

RetailerNOW: Why is a company culture important?

Jim: Culture is everything. It’s like oxygen to you and me. In fact, I actually use that specific analogy to identify those companies that have strong organizational cultures; they are like life-breathing oxygen to the body, while those that are weak are like poisonous carbon monoxide. Consumers only want to do business with companies that make them feel good. They want memorable experiences, which are going to be comprised of great service, quality products, fun atmosphere and a fair price per value. Employees only want to stick around with organizations that they trust, admire and respect. Brands that can consistently deliver on these fundamental platforms create a strong culture, which in turn attracts more people—internally and externally. And you definitely know it when you see it in the totality of a company’s business outcomes and eventual lifespan. Believe me, in every way possible… culture matters. Just ask Howard Shultz, Phil Knight or Richard Branson.

RetailerNOW: What are the first steps in revolutionizing a company’s culture?

Jim: Changing a company’s culture is tricky business, especially if you are not the organization’s leader. However, I believe that a single, passionate person with a great idea can start a revolution. My first thought is to decide to become a positive catalyst for change. This may seem like just a singular mindset at first, but cultural movements quickly become infectious. Once you mentally go there, then it’s about adjusting the organizational health, which is 100 percent predicated upon human beings. So, my first tangible approach to adjusting a brand’s culture would be more of an evolution than a revolution; cultural change would happen one new-hire at a time. I would zero in with laser-like focus on the front-end of the employee workforce by making this clear decision: hire only rock stars, not lip-syncers.

Although many things make up an organizational culture, my core definition of a company’s culture is that it is simply a collection of individual behaviors. As one person joins the company, the culture changes. As one person leaves the brand, the culture again changes. The culture is in constant flux, as people come and go. Therefore, you would want to make sure that you hire and retain the absolute best brand ambassadors you can find—people who deserve to be in the band—versus the ones that are simply going through the motions. Surrounding yourself with people that are committed to an inspiring collective mission is one of the greatest ways to positively affect company culture.

RetailerNOW: How is culture reflected in both internal and external relationships?

Jim: Culture is everything. When you get it right, people notice. Customers and potential employees alike covet a brand’s strong culture. Especially during tough economic times, consumers make purchasing decisions based off of value and emotional connection. If a company makes customers feel good during their interaction with the brand and the consumer’s perception is that there is real value in cost of the experience versus the money spent, they will continue to return and influence others to do the same. Employees have the same touch points. Businesses that are financially stable, educational, opportunistic, fun, clean, safe, inspiring and rewarding are healthy environments where people want to work. No doubt, morale is higher and turnover is lower in those brands, where the culture is envied by others. Those companies that create and foster this type of environment are ones that become known as the attractive place to work. If someone ever decides to leave the organization, you get to choose the best talent available versus being at the mercy of a weak talent pool. The relationship that a company has with its employees and customers is going to be predicated upon the strength of the organization’s culture.

Next month join us as our discussion continues and dives into the importance of hiring, motivating and customer service.

 

Jim Knight is a nationally known speaker that helps companies find and attain their “rock star” status. His journey started with the hopes of one day becoming an airline pilot (since that is what an assessment test at the age of 12 told him to do) and led to an array of jobs from selling fish at a gator farm, to cooking pizza and even landscaping. He eventually discovered he loved to perform and went to college on a Music Performance and Education scholarship. Jim graduated with his teaching credentials and became a middle school teacher, assuming he would be there for life. During the same time, he took a nighttime summer job at a Hard Rock Café, as a staff-level restaurant host. As his passion and commitment for the Hard Rock brand grew, he began to take on more responsibilities, eventually landing in the role of leading the brand’s global training and development efforts for all cafes, hotels and casinos. What started out as a summer gig, eventually turned into a 21-year love affair with a single brand.

Buyers did not let uncertainties regarding the economic climate dissuade them from looking for key merchandise to attract customers. Yet their optimistic attitude was paired with a cautious approach to store buying.

Armed with inventory and open-to-buy spreadsheets, buyers made careful product selections, taking less risk than at previous markets.

This approach was influenced by a lack of newness in merchandise design and color. Rather than presenting fresh, innovative product, showrooms emphasized the best of current trends.

These directions from previous seasons included burlap fabrics, vintage designs, driftwood finishes, mercury glass and faux fur accents. Chevron patterns, small birds, owls, fabric embellishments and metallic threads maintained their presence.

While a change in color direction was not evident, there was a hint of newness. Pantone’s Color of the Year 2013, Emerald green (Pantone 17-5641), was featured in displays of decorative accessories often paired with navy blue and aubergine. Other key colors represented in showrooms included Monaco Blue (Pantone 19-3964), Dusk Blue (Pantone 16-4120) and Grayed Jade (Pantone 14-6011) suggesting the importance of green and blue for 2013.

More important was a strengthening shift in shopping patterns. Showrooms reported an increasing trend in cross category purchasing. Tabletop retailers were buying jewelry. Home décor stores were buying travel and apparel accessories, and outdoor garden centers were buying tabletop.

To address this purchasing pattern, home furnishings showrooms mirrored the trend by displaying multiple categories of merchandise, from gifts and jewelry to luggage and stationary. This strategy generated a positive response from buyers who reported spending more time in vendor spaces.

Kudos were also given to temporary exhibits at the Dallas market. On the first floor of the World Trade Center was Luxury Home FINDS, a juried collection of high-end home décor, furniture and home accessories. In the Trade Mart, buyers found Design FINDS, where vendors in booths offered an eclectic collection of textiles, lighting, gifts, decorative accessories, and artisan-made objects.

It may be the greatest excitement was generated by special events and guest appearances. John Gidding, host of HGTV’s Curb Appeal: The Block, engaged the audience with details of his refurbishment of the exteriors of three homes in Euless, Texas. Curtis Stone, Australian chef, author and television personality, had the audience cheering during his cooking and product demonstration. On Saturday night the Accessory Resource Team ARTS Awards black-tie gala celebrated excellence and achievement in retailing, manufacturing, design, and manufacturer representation.

The Dallas Total Home & Gift Market offered attendees an upbeat buying experience and premier industry entertainment.

Don’t get run over by your competition!

What does your website look like on a mobile phone or tablet? Find out, then hop in the driver’s seat.

Valerie: Life is all about relationships! It’s a give and take and in business, it’s important to develop trust. Once you trust a person, or company, you can become a loyal customer.

Cherie: Our businesses rely on each and every relationship—with our vendors, our partners and our customers. Building loyal customers is essential in creating a successful business. What do you do to maintain relationships with your customers?

Valerie: We keep in touch after the sale, but we really focus on offering exceptional, personal service from the second they enter our door. We send a thank you card following every sale and a phone call. We also take notes about future products they may be interested in purchasing, and will call them if something new comes into the store. Lastly, we make them feel special when they come back in, remembering their names and family members.

Cherie: We do much of the same. I think since we are working so closely with each customer to build a living space that they love, we almost become a part of their family. At that point, it is like you are working with your friends because you get to learn their likes, and dislikes!

Valerie: What do you think is the most important thing to focus on when it comes to cultivating industry relationships?

Cherie: I think open communication is important. I also think that you need to be able to trust your partners in the industry and be there during the good times and the bad.

Valerie: I believe in working with people that know if they treat you right, then you will treat them right. It’s about knowing we are in this together, and we can’t be successful without each other.

Cherie: We want to know from you, the reader, about what you expect out of your vendor relationships? Tell us at
www.retailerNOWmag.com in our blog.

RetailerNOW: How hard is it to find American-made furniture in your price point?

A press release or a news release is a written announcement directed at members of the news media about something claimed as having news value. Press releases can clear away the clutter and become a powerful marketing tool in an integrated marketing plan… if it’s newsworthy.

For instance, a furniture store in Greenville, SC, partners with The Salvation Army Angel Tree Program every year. The angel tree is placed in their front entryway and residents of the city (not just buyers) are eligible to take an ornament from the tree and then come back by a certain day with the gift item that is suggested. The Salvation Army then wraps the gift and hands them out to underprivileged children in the area.

In past years, the retailer did not take any credit for it. It is something they had ALWAYS done and didn’t think twice that the community would take interest in their participation. Although people should not boast, companies have the right to tell the entities that contribute to the news cycle “things they do different than everyone else”. This retailer is doing something different and they needed to let the world know.

So, to help encourage participation last year, for every 250 new “likes” this retailer recieved on their Facebook page they would make a donation to the angel tree.  To announce the program, the retailer distributed a press release and was offered free airtime on the local CBS affiliate and interviewed on the local afternoon drive radio show.

With this announcement, and a slight tweak to their traditional program, this retailer was able to get a newsworthy event out into the marketplace and give the consumer another reason to purchase from them.

Quick-Fire Marketing is brought to you by R&A Marketing. Armed with more than 25 years of furniture retail marketing experience as a full-service traditional and digital marketing company, R&A is the industry’s premier agency for retailers in the home furnishings and appliances/electronics industries. Visit us on the web www.ramarketing.com or email us at info@ramarketing.com.

Four new business units – bedding solutions, furniture solutions, transportation solutions and diversified solutions — serve as the centerpiece of Hickory Springs’ new business model. “Each of these profit centers will leverage Hickory Springs’ core capabilities to develop and execute a business plan for profitable growth of both component sales and integrated solutions to customers in their respective markets,” explained Dave Colburn, Hickory Springs president and CEO.

The four executives tapped to lead these new business units include:

• Tim Becker, vice president diversified solutions. Becker brings more than 15 years of experience with Hickory Springs to his new position, including various positions within wire technology and products and his most recent assignment as vice president of the wire products group. His background also includes more than 11 years in the steel industry.
• Todd Councilman, vice president bedding solutions. A 25-year veteran of the foam industry, Councilman joined Hickory Springs six years ago. He held positions in quality, marketing, sales and plant management before his most recent assignment as general manager of the southeast region.
• Tony Everett, vice president transportation seating solutions. Everett joined Hickory Springs in January with the acquisition of The C.E. White Co., where he served as president and CEO since 2006.
• Brad McNeely, vice president furniture solutions. McNeely’s career with Hickory Springs spans more than 23 years, including positions as sales representative and regional sales manager. Most recently, he served as vice president new product development (Innovation and Testing Center).

In addition to these appointments, David Duncan has been named vice president corporate sales. Duncan’s 22 years of experience with Hickory Springs includes roles as area sales manager and national product manager – bedding foam. He most recently served as vice president of the company’s western foam division.

Duncan and the four business unit leaders will report to Lee Lunsford, executive vice president and chief operating officer. In addition to these appointments, the company anticipates future announcements as it builds out its new organization.

“These appointments represent the first step in the transition to our new corporate structure,” said Colburn. “Building out this organization will promote collaboration across all four business units, enabling us to combine multiple manufacturing capabilities and ultimately enhance our ability to deliver both components and integrated solutions to an expanding customer base.”

For additional information about Hickory Springs, visit the company’s website at www.hickorysprings.com.

WithIt announced dates for two important upcoming events in 2013, open to members and non-members. The annual professional conference will be held in Raleigh, NC in August. The theme of the conference is “vision of the modern renaissance woman,” on which WithIt President Betty Lyn Eller, noted, “The successful woman of today isn’t perfect. She has to make choices. She has to ‘get by with a little help from her WithIt friends’ and make sure she keeps learning, stays focused on what matters and challenges herself.” She also commented, “The annual WithIt Conference is something women can really look forward to.  We bring top notch speakers and roundtable sessions with topics that will help women who are seasoned professionals as well as providing content for those just entering the home industry fields. The networking and contacts made at this conference are incredible and can be extremely helpful to attendees, both professionally and personally.”

What:  WithIt Annual Professional Conference

When:  August 12-14, 2013, Monday – Wednesday

Location: Renaissance Raleigh North Hills Hotel, Raleigh, North Carolina

Theme: Vision of the Modern Renaissance Woman

Fee:  Early Registration $200 for WithIt members, $400 for non-members

The conference promises to add knowledge in many areas of the home industry, bring inspiration and renewed energy toward one’s work and as well, provide many networking opportunities. The conference includes speakers, workshops and opportunities for one-on-one mentoring and networking.

Also, WithIt announced its annual New York Design Tour. Limited to only 35 participants, the design tour allows attendees access to private homes and businesses to gain an insider look at design, interiors and inspiration. Along the way, attendees will also enjoy a visit to the International Contemporary Furniture Fair (ICFF) taking place at the Javits Convention Center.

The New York Design Tour fee is $225.00 for WithIt members and $350.00 for non-members. Registration for the tour is now open at withit.org

Since its launch in 1990, Biltmore For Your Home has become a highly recognizable brand. The division partners with leaders in the home furnishings, gourmet foods and garden and patio industries to offer a wide range of products inspired by the timeless style and elegance conveyed by the Biltmore brand. During his lifetime, George Vanderbilt traveled the world, buying furnishings and treasures from England, Italy, France and Asia to furnish his home, America’s largest. He created Biltmore to be an inspiring oasis and, over the years, it has grown to become an architectural and historical wonder that resonates with and engages consumers. It is truly one of America’s treasures, a National Historic Landmark, tucked in the scenic mountains of Asheville, N.C.

When George Vanderbilt began planning his estate, his vision was twofold. He wanted to create a place where he could relax and entertain friends and family, but preserving the land was also of great importance to him. He envisioned a self-sustaining home that safeguarded the land and its resources for generations to come. Today, Biltmore remains a family owned company that continues to honor Vanderbilt’s legacy of preserving the land and protecting the environment.

Fine Furniture Design, Biltmore’s new furniture partner, was founded in 2000 by industry legend Larry Moh, a pioneer of innovative manufacturing and well-known entrepreneur and philanthropist. Now led by Larry’s son Michael, Fine Furniture Design continues to be the go-to source for beautifully designed furniture that delivers on quality, price and craftsmanship.

Inspired by the gracious lifestyle of Biltmore, the grand estate built by George Vanderbilt in 1895, the new collection will feature 80 pieces of bedroom, dining room, upholstery, occasional and accent furniture.

Hand-crafted from premium wood solids and veneers, the new Biltmore collection will feature wood pieces in okume swirl veneers, random matched rustic cherry, cluster oak and other fine cabinet woods. Styles will range from updated European traditional to relaxed American casual, with accent pieces in exotic veneers, hand painted items and metal pieces in a wide assortment of colors and textures. More than a dozen Biltmore finishes have been developed for the line. The Biltmore Upholstery product line will feature 20 exclusive frames, including chairs, ottomans, sofas and accent upholstery pieces.

“This new furniture collection with Fine Furniture Design is unlike anything we’ve done before,” said Tim Rosebrock, vice president and general manager of the Biltmore Home Products Division. “It’s a notable program of exceptional designs that mix easily with existing furniture or may be combined to create entire rooms. This new partnership represents an opportunity to expand the reach of our brand to a larger segment of the American public.”

“Biltmore is a one-of-a-kind place, filled with amazing furnishings and d•cor from Europe, Asia and other far corners of the world,” said Jim Adams, vice president of product design and marketing for Fine Furniture Design, based in High Point, N.C. “This new collection will take inspiration from this masterful mix, drawing on the unique furniture, architecture, art and other design elements found throughout Biltmore to create a collection of exquisite designs perfectly suited for today’s lifestyles.”

“We are pleased to be working together with Fine Furniture Design on this exciting new collection,” said Donnette Miller, Biltmore’s licensing director of home furnishings. “We see this as the start of a significant new partnership between two companies with very compatible core values centered on quality and integrity. Fine Furniture Design has a deep commitment to fine craftsmanship and superior manufacturing techniques, which will ensure that this new line meets the high standards of construction quality and creativity that our customers have come to expect.”

The Fine Furniture Design marketing team spent countless hours exploring Biltmore and studying design details to develop the line, according to Miller. The team then combined those insights with the Biltmore legacy and brand vision to create an unparalleled collection of heirloom furnishings.

“Drawing on this inspiration, Fine Furniture Design has created a collection of furniture that truly reflects the architecture, history and essence of the estate, where elegant living was a daily art,” Miller said.

Fine Furniture Design will debut its new Biltmore collection April 20 to 25 during the High Point Market at its showroom located in the International Home Furnishings Center’s Wrenn wing, space 800, and InterHall 112.

An independent Industry Fellows Selection committee will choose the best qualified candidates for the ballot. Industry Fellows are then determined by the combination of a vote of the membership and a points-based rating of each nominee by the Selection Committee.

“There is no higher honor than to be nominated by one’s peers in recognition of a career of achievement and service,” says Randy Ford, president of the Foundation. “We encourage Foundation members to nominate a leader who exemplifies enduring excellence, superior accomplishments, innovation and creativity, and philanthropic generosity of their time, talents and resources.”

Each nominee must conduct business in the United States; have served in the industry for at least 15 years and have created a legacy as a positive influence and champion of the industry. If deceased, the individual may not have died in the 12 months prior to the date of the nomination.

Members may submit nominations between now and March 15. Ballots, along with a list of nominees and their biographical information, will be mailed the end of June. The winners will be announced and inducted at the American Furniture Hall of Fame banquet on October 20 during the Fall High Point Market.

Nomination forms and lists of current members, previous nominees and inductees are available on the Foundation website at www.furniturehalloffame.com. Printed copies of the documents are available by calling 336.882.5900.

To join the Hall of Fame Foundation, individual and corporate memberships range from $250 to $1,000. All contributions are tax deductible. Checks should be made payable to American Furniture Hall of Fame Foundation and sent to 202 Neal Place, High Point, NC  27262.

To make a nomination, re-nomination or posthumous nomination, Foundation members should complete the Nomination Form found on the website at www.furniturehalloffame.com. A print or digital 300 dpi photo of the candidate must be enclosed. All nominations must be seconded, in writing, by another Foundation member. An independent selection committee will choose best qualified candidates for the final ballot.  If selected for the ballot, there is a nomination and re-nomination fee of $500 to help defray the costs of the nomination process.

The completed nomination package must be postmarked no later than March 15, 2013, and sent to American Furniture Hall of Fame Foundation, Inc., 202 Neal Place, High Point, NC  27262.

The SFC Board of Directors made the appointments when they met last week in Minneapolis at the headquarters of Room & Board.  The Board also announced new initiatives and focus for 2013, including an amended membership structure, the review and revision of standards, and a new corporate sponsorship program. 

“I am excited to work with the new board of directors and executive committee to move the Sustainable Furnishings Council forward into a brighter future. Our recent meeting was extremely energetic and produced a clear plan for the direction we want to take the organization. Our hopes are to build on our past and include all of our members more in building our future. Our goal will continue to be to look at each sector of our industry and encourage everyone to take steps to help them make a difference in slowing the impact we all have on our planet,” said Steve Freeman, SFC Board President.

Membership continues to be open to all, and continues to provide recognition of exemplary performance at the Bronze, Silver, Gold, and Platinum levels for companies that have met strict requirements.  Qualifying members use the member seal and are listed in a “finder” on the organization’s website, and Exemplary Manufacturers use a tag on their products.  The organization announced a new entry level of membership.  These member companies do not use the member seal, but are provided with educational programming and resources to help them qualify.  “The Board is clear that our mission is to provide meaningful support to members, and I have no doubt that our improved membership structure and new programs will be effective in influencing progress towards the adoption of practices that make an immediate difference in the impact our has, not only on the climate crisis but also on many other problems that threaten our health and prosperity.  I invite everyone to get involved!” said Susan Inglis, SFC Executive Director.

The SFC’s new corporate sponsorship program recognizes Sustainers, Friends and Colleagues for donations made to support the programming that moves the industry forward.

Other members of the SFC Board of Directors include:  Jeff Hiller, PROaction Marketing Group; Christina Nicholson, Williams-Sonoma; Mitchell Gold, Mitchell Gold + Bob Williams; and Kathryn Fernholz, Dovetail Partners.  Founder Gerry Cooklin, Arte y Madera, is ex officio on the board. 

Company C was selected to receive the award for area rugs in recognition for its ongoing commitment to develop fresh, colorful designs that combine quality craftsmanship with details that create fashionable products with enduring style and value. This is a repeat win for Company C; the company received this same prestigious award in 2007.

“Exceeding the expectations of customers through beautiful design and attention to detail is tremendously important to us,” said Chris Chapin, Co-Founder of Company C. “We work extremely hard to bring new color palettes and impeccable designs to market. So, to receive this award from our industry peers is humbling and deeply, deeply appreciated.”

Walter Chapin, Co-Founder of Company C, added, “It is wonderful that ART and the home furnishings industry continue to hold Company C in such high regard. Winning this award and being named ‘Best of the Best’ validates that we are bringing the right products to market. We couldn’t be more thrilled and are proud of the efforts of everyone across our organization!”

Previously located on the 17^th floor, Pride Family Brands’ new showroom, located in #1576, encompasses over 11,000 square feet of show-space for the company’s luxury cast aluminum furnishings and accessories.

“Pride Family Brands is happy to have the relocation project completed and to be in our new home on the 15^th floor,” said Steve Lowsky, president, Pride Family Brands, Ft. Lauderdale, Fla. “A project like this gives us renewed respect for the merchandising efforts and challenges that our retail partners undertake on a continual basis.”

“As our showroom is merchandised and rolled out for a total of only two weeks each year, we fully recognize what our retail partners go through to have showrooms that they manage 24/7/365,” said Lowsky. “With this move, we also gained insight into the ‘retail is detail’ thinking and how our retailers deserve a lot of credit for maintaining showrooms of the level they do. Their efforts to continuously present the luxury outdoor living story that benefits all is appreciated.”

Pride Family Brands’ permanent showroom within the Chicago Merchandise Mart is open to outdoor furnishings retailers during the industry’s Preview Market that will take place July 16 to 18, 2013 and during the International Casual Furniture and Accessories Market, September 17 to 20, 2013. The showroom is also open by appointment to designers throughout the year.

LAS VEGAS, NV —Tuesday, Feb. 12, 2013 —Winter Las Vegas Market 2013, held January 28 to February 1 at World Market Center Las Vegas, exceeded expectations as the best attended market in four consecutive years driven by an influx of both new retailers and exhibiting lines—all against the backdrop of a number of strategic initiatives aimed at enriching the marketplace. Officials with International Market Centers (IMC), who own and operate Las Vegas Market, reported impactful attendance gains amongst retailers across all categories, as well as an increase among international buyers.

“This past Winter Market set new company records for an overwhelming number of manufacturers and contributed to a renewed, positive outlook for the entire industry. I can truly say it was the best Las Vegas Market in my tenure of five years,” said Robert Maricich, CEO of International Market Centers. Maricich was thrilled by the optimism he witnessed time and again throughout the week, in particular, the tens of thousands of new products, the high attendance numbers and the widespread order writing. Maricich attributed the optimism to the improving economy and referred to the upbeat attitude as a “force multiplier.”

“We’re getting a multiplication of better business, people playing to win and better buyer attendance,” Maricich said. “With the strength of this Las Vegas Market, recently released positive national housing reports, and clear industry momentum, we feel this bodes very well for a strong Spring Market. What we saw at Market is an encouraging indicator of what’s to come in 2013.”

Attendance Trends and an Infusion of New Exhibitors

U.S. retail attendance was up six percent over a year ago building on the strongest Las Vegas Market in recent years—with thousands of buyers attending the Winter 2013 show for the first time. International buyer attendance rose five percent year over year, most notably with a 15 percent increase among buyers from Latin America and Pacific Rim, respectively, as well as an eight percent gain in Canadian buyers over a year ago.

Las Vegas Market lived up to its name as ‘Today’s Total Marketplace’ and led retailers into the first major industry event of the year for product introductions and buying in the western United States—attracting retailers from all 50 states and 74 countries. Market officials reported that several key and complementary categories performed exceptionally well at the recent show. The most notable increases came from home décor buyers, which rose 39 percent, while home textile buyers grew by 26 percent. The categories of mattress retailers and contract hospitality buyers each increased by 11 percent from a year ago. Furthermore, Las Vegas Market doubled the number of floor coverings retailers due to the strategic partnership with Surfaces Expo.

“We have long nurtured the idea of a cross-over market vis a vis this ‘total home’ view. Without question Las Vegas Market opens up new doors and distribution channels for participating manufacturers as a result of a compelling and diversified platform that is unlike anything else in the industry,” said Maricich.

He cited at the most recent market that one in ten buyers seeking gift and home décor merchandise classified their business type as a furniture or mattress store, which he says demonstrates the cross-over appeal of the marketplace. “Essentially, this traditional furniture retailer is coming to the market also looking for smaller gift and décor pieces to enhance their product mix and reach more customers on a more frequent basis. This supports the notion that retailers have evolved their merchandising approach and are using Las Vegas Market as a means to accomplish a more diversified sales strategy. It’s not product dimensional, but rather, very lifestyle, consumer-centric. It’s exciting to see new interest in our industry and evolved business models in retail.”

In addition to dramatic growth across all buyer categories, the Winter Las Vegas Market, including Gift+Home, also drew more than 1,800 exhibiting companies across 5 million square feet of space in three buildings.  The 2013 Las Vegas Market welcomed 200 new brands in permanent showrooms and temporary booths spanning every category of total home. Newcomers included: 27 permanent furniture tenants; five powerhouse designer brands in the Las Vegas Design Center; 38 permanent Gift+Home tenants; along with 30 furniture temporaries located on the sold-out floor of B2; and 107 Gift+Home temporaries located on C4 and C5.

“This Market was reminiscent of a building opening in terms of traffic, new tenancy, investment and overall energy,” said Tom Mitchell, IMC’s president of home furnishings, referring to 190 building permits to construct or improve showrooms in the last few months. “Among the strategic moves we put into motion, the home furnishings division leased 630,000 square feet of new space in 2012, including the renewal of 51 leaseholders such as Broyhill, Emerald Home, Lane and other major sources; delivered significant showroom expansions for such market leaders as AICO and Coaster; and successfully relocated a number of key exhibitors to create a more efficient and effective merchandising mix in all buildings. We also created a new 100,000 square-foot destination in Building C for bedding resources, which enhances Las Vegas Market’s position as the international hub for the bedding industry.”

For many furniture exhibitors, it was an unprecedented Las Vegas Market, in both showroom traffic and order writing.

“Market was fantastic,” said Phil Haney, CEO of Lexington Home, who opened a new 50,000 square foot showroom in Building B. “Traffic started off busy and was steady. Our measured count on day one was up about 40 percent over a year ago. It has been an amazing transformation and we feel a sense of new energy. We show our outdoor product in High Point and now we’re showing in Las Vegas, so it gives us four markets a year to present the most beautiful and the only consumer brand in the category.”

Tim Ussery, VP of sales at Standard Furniture, comments on the wide reach of Las Vegas Market. “We’ve seen buyers from Florida to Washington, New York and obviously the West Coast. It’s a really big market, and I’ve noticed a strong international flair here, too. A lot of South American customers up into Central America, so it’s definitely coast to coast and you’ve got buyers coming representing the entire country. We show a lot of new product here, so our customers really enjoy coming here and getting to see what we’re developing and doing. It’s a really important market for us.”

Randi Wilson, director of sales for California-based Gotcha Covered, who showed in Building C’s new bedding destination said, “This has been the best of all the markets we have had here. We saw several people from Mexico, Russia, New Zealand that we are going to contact after market.  Buyers are more serious and optimistic.  Definitely more traffic due to creating a floor of all mattress suppliers.”

Design Powerhouses Debut

Four powerhouse brands within the design industry opened showrooms within Las Vegas Design Center at World Market Center in time for the Winter 2013 Las Vegas Market: Christopher Guy, Stanley Furniture, Julian Chichester/Mr. Brown and Norwalk Furniture.  These four new-to-market showrooms, located on the first two floors of Building A, encompassed more than 26,000 square feet and drew tremendous buzz and traffic among the design community.

2013 is slated to be a milestone year for Las Vegas Design Center (LVDC), already regarded as the region’s premier resource for many of the best and most sought after design brands. According to Paul Watson, vice president of LVDC, “Las Vegas Design Center is currently experiencing a renaissance with the enhancement and diversification of its upper end resources to our already strong offering. These new brands each bring a unique design aesthetic and perspective to LVDC. We are thrilled to welcome each new showroom to LVDC, which is fast earning a reputation as the largest and most comprehensive design center in the west.”

These brands join the center’s existing design stars open year-round, including Robert Allen│Beacon Hill, Global Views, Four Hands, Capel Rugs, Palecek, and multi-line showroom LMS Design Group

At the new Stanley Furniture showroom in LVDC, representatives noted their pleasure at the turnout. “It’s been absolutely remarkable. Traffic has been incredible and we were overwhelmed with positive response. We saw 200 buyers before noon on the first day,” said Randy Wells, vice president of North Carolina-based, upper end manufacturer Stanley Furniture. “We opened a showroom at LVDC to grow our design business for one. But the other piece of the puzzle is that this is the other half of the country. 40 percent of the furniture business and retail is west of the Mississippi, so if you’re not in Las Vegas, you’re not in the national or international furniture business. It’s really that simple. This is a world-class city that is built around hospitality, so it’s a place that given the choice is where people want to be.”

As part of its impressive design programming, Alexa Hampton—president and featured designer of Mark Hampton LLC, one of the country’s most prestigious and respected interior design firms—was named the 2013 Design Icon by IMC. Hampton joins the ranks of some of the greatest designers worldwide who have received this honor including Christopher Guy, Larry Laslo, Juan Montoya, Roger Thomas,Vincente Wolf, and Jamie Drake who are past recipients of the annual industry award.

Gift+Home’s Accelerating Momentum Fueled by Surge in New Resources and Buyers

Gift+Home at Las Vegas Market delivered a pivotal event with a surge of new retailers and suppliers—further shaping Las Vegas Market as the leading marketplace for gift and home décor in the Western U.S.  The three-phase strategic evolution for Gift+Home began at the Winter 2013 Market with the debut of C3, a collection of 20 better home décor suppliers; improved density of gift resources on floors C6 and C8; reorganization of temporary exhibits into 10 categories; and the launch of a first-of-its-kind Gift & Home CEO Summit.

“Excitement and optimism at Market were palpable, with buyers and suppliers buzzing about the transformational changes introduced this Winter,” said Dorothy Belshaw, IMC’s president of Gift & Home Décor. “We recorded an unparalleled gain in gift and home décor buyer attendance. Our success in buyer attendance is directly correlated to the specialty home décor collections introduced on B3 and C3, and occupancy growth on gift floors during the past two markets. A combination of thoughtful resource expansion and targeted and compelling communication with prospective attendees enabled us to enrich both the exhibitor and buyer constituencies in tandem.”

“My expectations were fully surpassed,” added Todd Sawvelle, president and creative director of Couture Lamps, an exhibitor on the newly debuted C3. “It was a remarkable show, delivering more contacts/leads and orders than all of our previous markets - combined – since opening my business 18 months ago. 99 percent of the orders were from new customers across the West, including California, Washington, Oregon, Arizona, Colorado and Hawaii. We also saw surprisingly strong attendance from Mexico – an equal mix of interior designers, design firms, design stores, and specialty furniture retailers.  With continued expansion of the luxury, lifestyle-driven home décor category, Las Vegas Market will succeed in becoming the only home for home decor in the West.”

Maxine Burton, founder and president of burton+BURTON, showing for the first time in Las Vegas, said, “We are really encouraged by what we are seeing. The gift buyers are here and they are different gift buyers than we see at some of our other markets. We had been trying to decide what would be the best market on the West Coast, and feel like Vegas is the up and coming rising West Coast marketplace, and so we felt like it was the right time. There is a lot of traffic, and I think there are a lot of people that probably were not familiar with us that we were able to reach at this market.”

Dan Loughman president and CEO Roman Incorporated, also showing for the first time, says, “I have learned a lot of good things about the Las Vegas Market and how the ownership is really behind making this a successful show. I felt that this is a good time for us to get in kind of on the ground floor as this market gains momentum. There’s an overall vibe of excitement associated with this market. Buyers (in Las Vegas) are coming for furniture and home as well as a lot of the gifts. It’s a nice kind of market where we are all open at the same time with all the three buildings and they’re able to shop for something that can improve their store.”

Retailer Perceptions

Buyers across all categories were equally enthusiastic about market week in Las Vegas.

Jeff Harris, vice president of Furnitureland South, said, “This was my first Vegas market.  I was impressed with the buildings, the layout, and the ease of shopping.”

Catherine David, senior VP of merchandising for Pier 1 Imports, says, “The Las Vegas show continues to be a great resource for the industry and allows us to get a lot of business done very efficiently. My time at Market this trip has been very valuable.”

Carlos Capó, VP of El Dorado Furniture, says, “I’ve been coming to markets since the 1970s, early 1970s— so I’ve seen a lot. It is the best market to shop, no question about that.”

Oscar Miskelly, owner and general buyer for Miskelly Furniture, says, “It was a great market for us! Bedding vendors were great as usual as well as other new vendors. As President of the FMG buying group, we had over 60 retailers at our symposium – retailers like Nebraska, Star Furniture , R.C.Willey, Steinhaufels and many other Top 100s.”

Salvador Jose, president of retailer Muebles Hochmann in Mexico, says, “The organization of the show is great.  Las Vegas Market has grown so much that I need more time to look for more furniture and accessories.”

Sylvia and Ramon Sanchez, Owners of Habitat in Puerto Rico, commented, “The last time I attended Las Vegas Market was in 2010, so I am glad we came back. We found new providers, new great products, and high end quality.  We placed so many orders and full containers.  You could feel the energy.  The shuttle was great, right on time, which helped us maximized our time. The food and the service were outstanding.”

In addition to packed showrooms, Las Vegas Market was bursting with energizing events and activities to stimulate buyers and designers. Focused speakers, trend-setting exhibits and networking events helped educate and prepare attendees for a year of optimism and growth.

First Look, a bi-annual seminar with HGTV personality Monica Pedersen and home products/trend editor Julie Smith, provided a glimpse of the latest trends and must-see products for the upcoming season. They led attendees on a high-speed virtual tour of new products at Las Vegas Market, including products in every category, from furniture to home decor to gifts. They told attendees to keep their eyes peeled for beautiful soft jade and nautical blue tones, mirrored accents, melodramatic shapes and finishes, zigzags and chevron stitches, gilded highlights and other innovative designs. “There is huge energy here,” said Pedersen. “People are hopeful and excited. The product is reflecting that. There is something for everyone.”

Another source of inspiration was fueled by the forward-looking trend exhibits. As thousands of buyers arrived in Building C, they were greeted with a dazzling Emerald City right here in Las Vegas. Emerald was recently named Pantone’s 2013 Color of the Year, and Las Vegas Market’s “Road to Emerald” exhibit, co-presented with Pantone and Houzz, featured products from 40 current and future Las Vegas Market tenants. These three vignettes drove 3,129 page views, 530 users tagged images to ideabooks  and hundreds of comments on Houzz.com, in additional to a great deal of social media buzz and showroom traffic. Also, a local Artist Showcase on C3 –first-of-its-kind partnership between IMC and “18b,” a non-profit association representing the Las Vegas Arts District community of artists, designers, and makers—was showcased alongside a dynamic collection of home décor suppliers on C3. Las Vegas is well-known for gaming and other attractions, but the city also has a vibrant community of artists and designers.