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S M A RTJ E W E L RY S H OW.C O M | 35

BUSINESS TRACKTIP SHEET: Whip Your Inventory into Shape9-10 A.M., ROOM 307, CONFERENCE LEVEL

Inventory necessities have changed. Has your inventory changed to fit? Learn the prices and categories to increase prof-its. Also see simple, integrated features that your POS should give you to be more proactive with customer relations man-agement. Speakers: Janice Mack Talcott, Lenny Prion

MANAGER’S TO-DO: Creating Sales Monsters10:15-11:15 A.M., ROOM 307, CONFERENCE LEVEL

What is the fastest way to improve your sales perfor-mance or the performance of your sales team? Our expert will show you five key stats to follow and the industry stats to benchmark performance, as well as performance manage-ment steps to keep your team on track. Speakers: Janice Mack Talcott, Lenny Prion

the education schedule at The SMART Jewelry Show is one of the most comprehensive ever created for a trade event.

To get the most out of the program, mark the grid on PAGES 50 & 51 with the sessions you want to attend. Go early, as classes are small and sessions might be full. Be ready to participate. And, of course, keep your mind wide open to new ideas.

FRIDAY20APRIL

SPECIAL SESSIONHE SAID, SHE SAID: The Engagement Ring Shopping Experience12:45-1:45 P.M., ROOM 309, CONFERENCE LEVEL

What do brides and grooms care about most while shopping for an engagement ring? Join us for a panel discussion with real couples moderated by The Knot co-founder and CEO David Liu. With first-hand testimonials and data from the most recent Engagement and Bridal Jewelry Study by The Knot, you’ll learn how to tailor your marketing to what brides and grooms care about most. (Hint: If you think they care about the same things, think again!) Speaker: David Liu

BOX LUNCH S E L E C T I O N S

U Mixed green salad with grape tomatoes, diced cucumbers,

julienned red and green peppers and a honey-lemon vinaigretteU Roast beef sandwich with Swiss cheese,

lettuce and tomato on a pretzel roll

U Turkey sandwich with provolone cheese, lettuce, tomato on a kaiser roll

ALL LUNCHES INCLUDE: Potato chips, assorted cookies, apple, assorted soft drinks, condiments

Reservations and pre-payment required! Find sign-up and payment instructions online at chicagosmartlunch.eventbrite.com

DIAMOND PRICES: Bubble or Trend?11:30 A.M.-12:30 P.M., ROOM 307, CONFERENCE LEVEL

Do rising diamond prices indicate a bubble or a healthy trend? Abraham Stern of IDEX examines the forces behind escalating prices and predicts where they will go. Speaker: Abraham Stern

WHAT YOU NEED TO KNOW WHEN BUYING FROM A CUSTOMER2-3 P.M., ROOM 307, CONFERENCE LEVEL

If you have ever had to turn away a customer who wanted to sell a piece of jewelry, you will want to attend this session. Craig Miller, managing director of CIRCA Retail, will provide his advice on evaluating and buying jewelry from the public. Learn the importance of cus-tomer service and how to ap-proach a 1-carat diamond ring with the same attention to de-tail as an entire collection of rare art deco pieces. Speaker: Craig Miller

$17

Abraham Stern

JaniceMack

Talcott Lenny Prion Craig Miller

Go early, as classes are small and sessions might be full. Be ready to participate. And, of course, keep your mind wide open to new ideas.

the education schedule at The SMART Jewelry Show is one of the most comprehensive ever created for a trade event.

FEATURING MORE THAN 70 SESSIONS,


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36 | S M A RTJ E W E L RY S H OW.C O M

ASK INSTORE: When Is It Smart to Work with a New Vendor?3:15-4:45 P.M., ROOM 307, CONFERENCE LEVEL

Establishing a mutually ben-eficial relationship with a new vendor requires forethought and planning. Merchandising expert Sally Furrer tells you the key criteria to look for and the right questions to ask. (Down-load questions at smartjewel-ryshow.com/imagine prior to the show.) Speaker: Sally Furrer

MARKETING TRACK(SPONSORED BY PLATINUM GUILD INTERNATIONAL)

MARKETING RX: Website Best Practices9-10 A.M., ROOM 309, CONFERENCE LEVEL

In the age of social media, your website needs to be as up-dated, current and as accessible as your Facebook and Twitter feeds. Learn about the top 10 elements jewelry retailers must be managing on their website. Speaker: Nick Failla

TACTICS: Mobile- and Location-Based Marketing10:15-11:15 A.M., ROOM 309, CONFERENCE LEVEL

It’s an advertiser’s dream: getting your advertising mes-sage to customers at exactly the right time and place. Now tech-nology makes it possible. Learn the techniques of location-based marketing as Marty Hur-witz of the Jewelry Consumer Opinion Counsel and Casey Ford of Tappinn Inc., present a mobile-shopping study of con-sumer mobile shopping habits. Speakers: Casey Ford, Marty Hurwitz

THE DIGITAL BRIDE: Customer for Life 11:30 A.M.-12:30 P.M., ROOM 309, CONFERENCE LEVEL

The smartest marketers see an opportunity to turn the

bride and groom into loyal cus-tomers who return for all of life’s major milestones — anni-versaries, baby gifts and more. Learn from David Liu, co-founder and CEO of The Knot, how you can use bridal jewelry to build a loyal customer base by starting with today’s brides and grooms. Speaker: David Liu

CASE LOGIC: Your 10-Week Plan to Perfect Display Cases2-3 P.M., ROOM 309, CONFERENCE LEVEL

Improvement plans work best with small steps taken over time. With this in mind, display expert Larry Johnson walks you through a five-step plan to improving your display mer-chandising. By undertaking one step every two weeks, you will revamp and revitalize the dis-plays in your store. Expected result: meaningful sales in-creases. Speaker: Larry Johnson

SOCIAL MEDIA MARKETING: Doing More with Less3:15-4:45 P.M., ROOM 309, CONFERENCE LEVEL

Get more value from your social media activities with the help of Steve Robinson of Con-stant Contact. Learn strategies to better online customer rela-tionships in less time. Speaker: Steve Robinson

SALES TRACKBRAND THAT IS YOU9-10 A.M., ROOM 301, CONFERENCE LEVEL

Who are you? Adam Fried asks you this essential question. Then, he shares the elements that create a powerful personal brand and story that connects you with the customer. Speaker: Adam Fried

MILLION DOLLAR BABIES10:15-11:15 A.M., ROOM 301, CONFERENCE LEVEL

Our Monster of Sales tells you what it takes to make that million dollar sale. How do you set the stage for a single sale of a million dollars? How do you face that moment? How do you maintain the relationship after the sale? Get these answers and more! Speaker: Shane Decker

MERCHANDISE STORIES THAT SELL11:30 A.M.-12:30 P.M., ROOM 301, CONFERENCE LEVEL

Are you able to tell a compel-ling story that provokes an emotional reaction from your customer? With the assistance of a few of America’s Coolest Stores, Adam Fried teaches you the of product-storytelling. Speaker: Adam Fried

CaseyFord

Sally Furrer

Marty Hurwitz

ShaneDecker

U “Monster of Sales” Shane Decker will uncover the secrets of million-dollar sales.

Step 1: Give your displays the attention they deserve.

U LARRY JOHNSON

SteveRobinson

Adam Fried

best with small steps taken over time. With this in mind, display

you through a five-step plan to

chandising. By undertaking one

you with the customer. Speaker: Adam Fried

M ABIES10:15-11:15 A.M., ROOM 301, CONFERENCE LEVEL

Our Monster of Sales tells you what it takes to make that million dollar sale. How do you

Adam Fried

MILLION DILLION DILLION OLLAR BOLLAR BOLLAR ABIE


EDUCATION


with customers about custom designs in platinum. Speakers: Jurgen Maerz, Kevin Reilly

BENCH JEWELER: Palladium at the Bench2-3 P.M., ROOM 305, CONFERENCE LEVEL

As customers look for ways to be unique they are consider-ing fresh options like palla-dium. Find out the unique properties of this fast-rising jewelry metal and learn how to best work with palladium at the bench and explain its proper-ties to customers. Speakers: Chris Ploof, Linus Drogs

BENCH JEWELER: State of the Bench3:15-4:45 P.M., ROOM 305, CONFERENCE LEVEL

Our expert panel shares bench tips, discusses innovations in bench tools and considers the skills that today’s bench jewel-ers must have to tackle the challenges of platinum, gold, palladium, silver and exotic al-

ternative metals. Speakers: Ju-rgen Maerz, Chris Ploof, Linus Drogs, Joel McFadden

VENDOR TRACK(FOR EXHIBITORS ONLY)

BETTER SHOWCASE SETUP9-10 A.M., ROOM 313, CONFERENCE LEVEL

What you need to do to keep you jewelry and products speaking to show attendees. Make sure your jewelry looks as special in the case as it possibly can. Speaker: Larry Johnson

E-MAIL AND ENGAGEMENT MARKETING10:15-11:15 A.M. ROOM 313, CONFERENCE LEVEL

Marketing has moved into the digital direction. The re-tailer is not the only one that needs to know how to engage their customer. Suppliers do too! This session will reveal the best practices for e-mail and

social media marketing from the supplier to the retailer. Leave with a to-do list and re-sources to communicate your message to your customers. Speaker: Steve Robinson

MOBILE MARKETING: What’s the Deal?11:30 A.M.-12:30 P.M. ROOM 313, CONFERENCE LEVEL

It’s happening! Mobile mar-keting is quickly gaining in pop-ularity and use — fast! Find out what mobile marketing is about and how you can deliver your brand message in this new mar-keting medium. If you have no idea what a QR code is, you need to be in this session! Speaker: Casey Ford

COOL STORE SECRETS FOR EXHIBITORS2-3 P.M., ROOM 313, CONFERENCE LEVEL

Get into the mind of the re-tailer. Exhibitors can grill this panel of successful retailers to find out what it takes to become the “vendor of choice.” Expect a no-holds-barred, open and en-ergetic discussion. Speaker: Kate Peterson

CELEBRITY RED CARPET INSIGHTS3:45-4:45 P.M., ROOM 313, CONFERENCE LEVEL

Celebrity style choices have a huge impact of what consum-ers want to buy. Being aware of what celebrities are wearing can give you insights on what merchandise trends are hot and what styles are most saleable. This session will tell you why and highlight some popular trends we’re seeing right now. Speaker: Michael O’Connor

SHOP TALK TRACK(SPONSORED BY PALLADIUM ALLIANCE INTERNATIONAL)

CUSTOM JEWELER THEATER: Role-Playing Scenarios9-10 A.M., ROOM 305, CONFERENCE LEVEL

See some of America’s smartest bench and design pros respond to a variety of custom-er scenarios in this real-time role-playing exercise. Speakers: Kate Peterson, Chris Ploof, Linus Drogs, Joel McFadden, Mark Loren

“ROCK STAR” JEWELERS: Alternative/Exotic Metals in the Shop10:15-11:15 A.M., ROOM 305, CONFERENCE LEVEL

Alternative metals are com-ing to your bench. Find out the implications expanded use of tungsten, stainless steel, tita-nium and carbon fiber will have on your custom-design busi-ness. Host: Joel McFadden

BENCH JEWELER: Platinum at the Bench11:30 A.M.-12:30 P.M., ROOM 305, CONFERENCE LEVEL

Jeweler Jurgen Maerz offers tips for working with platinum — plus, he shares his advice on how to better communicate

Chris Ploof Linus Drogs

JoelMcFadden

Jurgen Maerz Michael O’ConnorChris Chris P

Kate Peterson

how to better communicate

POWER QUESTIONS2-3 P.M., ROOM 301, CONFERENCE LEVEL

Refresh your inventory of sales questions. Shane Decker shares a harvest of brand-new queries you can use to guide customers to the right product, while making sure they con-tinue to feel the emotional im-pulse that brought them to your store in the first place. Speaker: Shane Decker

BEST CLOSING LINES3:15-4:45 P.M., ROOM 301, CONFERENCE LEVEL

The sale is in the balance. You’re almost there. Now all you have to do is get out of your own way when the customer is ready to buy. There’s no reason that 80-90 percent of jewelry-store conversations should end in no sale. Shane Decker shares techniques and tactics to help you change your ratio. Speaker: Shane Decker

sales questions. Shane Decker shares a harvest of brand-new queries you can use to guide customers to the right product, while making sure they con-tinue to feel the emotional im-pulse that brought them to your store in the first place. Shane Decker

| S M A RTJ E W E L RY S H OW.C O M | S M A RTJ E W E L RY S H OW.C O M38 | S M A RTJ E W E L RY S H OW.C O M | S M A RTJ E W E L RY S H OW.C O M

JIS Miami - March 31-April 2. Booth No. 809 • The SMART Jewelry Show - Chicago - April 21-23. Booth No. 1710JCK Las Vegas - June 1-4. Booth No. B5353 • JA Summer Show - New York- July 29-31. Booth No.2230

43 West 47th Street • New York, NY 10036 • Tel: 212-302-7777 • Toll Free: 866-705-5001

EDUCATION


SAT COOL STORES EXPERIENCE (SPONSORED BY DIAMOND COUNCIL OF AMERICA)

SECRETS OF AMERICA’S COOLEST STORES: Hamilton Jewelers10:15-11 A.M., EXHIBIT FLOOR

The owner of 2011’s fifth-place Big Cool winner shares the renovations made in 2010 that wow their clients. Host: Terry Chandler with Donna Bouchard

SECRETS OF AMERICA’S COOLEST STORES: Silver Success2-2:15 P.M., EXHIBIT FLOOR

Find out how these Cool Stores have successfully built their silver business and made an impact on their brand and bottom line. Host: Michael C. Barlerin with Eileen Alexanian

SECRETS OF AMERICA’S COOLEST STORES: Events That Rock5-5:45 P.M., EXHIBIT FLOOR

Some of America’s Coolest

Stores tell how they pulled off their most successful store events. Sponsored by Diamond Council of America. Host: Da-vid Rocha with Nathaniel Smith, Sami Jack, Harris Botnick, Eliz-abeth Kirby

SAT MARKETING EXPERIENCE (SPONSORED BY SILVER PROMOTION SERVICE)

CONTESTS AND PROMOTIONS: Do Them Right!10:15-11 A.M., EXHIBIT FLOOR

Done right, contests are a smart way to get attention and grow your fan base. Done wrong, they can result in a pain-ful PR backlash. Shane O’Neill offers examples of good and bad contests. Speaker: Shane O’Neill

USING SOCIAL MEDIA TO SELL DIAMONDS IN-STORE AND ONLINE2-2:45 P.M., EXHIBIT FLOOR

Retailers need to be online, socially connected and savvy promoters. Jay Gerber will offer

practical advice on what to do once you have your Facebook and Twitter accounts open. He’ll show you how to build your audience, what the latest technology has to offer, and how location-based applica-tions within Facebook and Twitter can help you. He will also share how a content strat-egy will convert your Facebook ‘likes’ into buyers, and how to design social media incentives to keep it fun for your custom-

ers — and those they’ll be rec-ommending. Speaker: Jay Ger-ber

PROMO POWER: Direct Mail Marketing5-5:45 P.M., EXHIBIT FLOOR

Is it junk mail if you get a 40 percent response rate? Or 25 percent, or 15 percent or even 5 percent? Jim Ackerman reveals why most direct mail doesn’t work and what it takes to con-sistently generate high re-sponse rates using little-known but highly profitable tech-niques. Speaker: Jim Ackerman

PRE-SHOW KEYNOTE SESSIONRINGING THE REGISTER8:30-9:45 A.M., ROOM 309, CONFERENCE LEVEL

The New York Times best-selling author, one of the world’s most-renowned sales experts, is here to teach jewelers a new way to sell. In this special keynote session, you’ll learn how you can differentiate yourself — both personally and through your business. How to greet, engage and connect with customers. How to close more sales. How to build and maintain relationships. How to earn more referrals. And most of all, how to create a memorable expe-rience that keeps customers returning and keeps you ringing up sales. (Seating available for only 250.) Speaker: Je�rey Gitomer

Nathaniel Smith

Terr

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David Rocha Michael Barlerin Jay Gerber

Shane O’Neill

PRE-SHOW KEYNOTE SESSION

best-selling author, one of the world’s most-renowned sales experts,

relationships. How to earn more referrals. And most of all, how to create a memorable expe-rience that keeps customers returning and keeps you ringing up sales. (Seating available for

SATURDAY21APRIL

your audience, what the latest

also share how a content strat-egy will convert your Facebook

design social media incentives to keep it fun for your custom-

PROMO POWER: Direct Mail Marketing5-5:45 P.M., EXHIBIT FLOOR

Is it junk mail if you get a 40 percent response rate? Or 25

ber

PROMO POWER: Direct

SAT

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EDUCATION


SAT SALES: SELLING SKILLS EXPERIENCE

OPENING LINES10:15-11 A.M., EXHIBIT FLOOR

Ready to make a better first impression? Catch the action as Shane Decker shares his five favorite ways to greet custom-ers. (Bonus: Shane also shares the five dud greetings you’d better not be using.) Speaker: Shane Decker

CUSTOMER TESTIMONIALS THAT SELL 2-2:45 P.M., EXHIBIT FLOOR

Your satisfied customers can be your very best salespeople. In this session, Kate Peterson teaches you how to harvest more customer testimonials and use them to draw new cus-tomers and influence buying decisions. Speaker: Kate Peter-son

OVERCOMING OBJECTIONS WITH SHANE DECKER 5-5:45 P.M., EXHIBIT FLOOR

It happens to all of us. You’ve made a winning presentation — but the client is just not ready to say “yes.” Shane Decker identifies the three most com-mon customer objections and shows you how to resolve them. Speaker: Shane Decker

SAT BENCH EXPERIENCE(SPONSORED BY STULLER)

INSTORE’S CAD PRESSURE CHALLENGE10:15 A.M.-12:15 P.M., EXHIBIT FLOOR

A customer arrives with a detailed request for a new jew-elry design. Four bench jewel-ers — returning champ Matt Feliksa and three challengers — then fire up their CAD-CAM design systems to see who can best satisfy the customer. Judg-es will also score competitors on their presentations and sales skills. Sponsored by Gemvision. Hosts: Joel McFadden, Matt Feliksa

BENCH DEMOS AND LIVE CHAT12:15-2 P.M., EXHIBIT FLOOR

Interested in trying CAD technology in your store, but don’t know where to start? Come to this open chat and get your questions answered. See CAD demos and try stepping up to the computer yourself for a friendly introduction to com-puter-assisted design. Host: Joel McFadden

INSTORE’S BENCH PRESSURE CHALLENGE: Engraving2-4 P.M., EXHIBIT FLOOR

Four world-class jewelers are each given a ring to work on. Their only instruction? “En-grave using your own style and vision.” Host: Joel McFadden, David White

BENCH DEMOS AND LIVE CHAT4-5:45 P.M., EXHIBIT FLOOR

Get up close as some of the country’s best bench jewelers perform magic with featured bench products. Host: Joel Mc-Fadden

SAT SALES: PRODUCT STORIES EXPERIENCEHOW TO BUILD YOUR BRIDAL BUSINESS10:15-11 A.M., EXHIBIT FLOOR

Everybody wants to sell more bridal jewelry. But not everyone knows how. Merchan-dising expert Sally Furrer shares inventory, training and sales knowledge. Speaker: Sally Furrer

WHAT’S THE STORY:Selling Diamonds2-2:45 P.M., EXHIBIT FLOOR

How can you help a custom-er fall in love with a diamond? Forget those checklists of fea-tures and benefits. The secret is crafting a product story cus-tomers can connect with. Speakers: Shane Decker, Maarten de Witte

WHAT’S THE STORY: Selling Platinum and Bridal5-5:45 P.M., EXHIBIT FLOOR

Build your skills at telling product stories that connect customers to the platinum and bridal jewelry in your store. Platinum expert Kevin Reilly starts you off with a roundup of bridal fashions, hot sellers and inventory benchmarks. Then you’ll work together with Kevin Reilly on building convincing product stories based on actual products from the show floor. Speaker: Kevin Reilly

10:15-11 A.M., EXHIBIT FLOOR

Ready to make a better first

ridal

customers to the platinum and

Platinum expert Kevin Reilly

SKILLS EXPERIENCE

OPENING LINES

OVERCOMING OBJECTIONS WITH SHANE DECKER 5-5:45 P.M., EXHIBIT FLOOR

It happens to all of us. You’ve

MING NS WITH

| S M A RTJ E W E L RY S H OW.C O M42 | S M A RTJ E W E L RY S H OW.C O M

EDUCATION


SUN COOL STORES EXPERIENCE(SPONSORED BY DIAMOND COUNCIL OF AMERICA)

SECRETS OF AMERICA’S COOLEST STORES: Max’s10:15-11 A.M., EXHIBIT FLOOR

Max’s won First Place in the Small Cool division for 2011. Owner Ellen Hertz shares how she turned her dream of a jew-elry store into reality. Host: Terry Chandler with Ellen Hertz

SECRETS OF AMERICA’S COOLEST STORES: Customer Super Service2-2:45 P.M., EXHIBIT FLOOR

Learn from a panel of Amer-ica’s most innovative jewelers how they use store design, em-ployee training and company culture to create a memorable experience. Host: Terry Chan-dler with Tom Duma, Evange-line Ross, Lisa Maloney, Monica Kessler-Torcivia, Elizabeth Blair

SECRETS OF AMERICA’S COOLEST STORES: Renovation Secrets Revealed5-5:45 P.M., EXHIBIT FLOOR

Hear from this panel of America’s Coolest Stores how they achieved the award-win-ning designs of their stores. Host: Keely Grice with Lisa Ma-loney, Kas Jacquot, Katie Ben-nett, Elizabeth Blair

SUN MARKETING EXPERIENCE(SPONSORED BY SILVER

PROMOTION SERVICE)

BEST OF THE BEST: Celebrity Red Carpet Insights10:15-11 A.M., EXHIBIT FLOOR

Find out what style and trends are hot and what is sell-

ing now. Celebrity style choices will give you exciting stories to generate interest and connect with the customer. Speaker: Michael O’Connor

TIP SHEET: A Well-Lighted Case2-2:45 P.M., EXHIBIT FLOOR

Fact: better lighting means faster sales and more profit. In this illuminating one-hour dis-cussion, light expert Howard Gurock shares the secrets of lighting your cases for maxi-mum customer appeal. Inter-view by INSTORE contributor and display expert Larry John-son. Speakers: Larry Johnson, Howard Gurock

PROMO POWER: TV and Video Marketing 5-5:45 P.M., EXHIBIT FLOOR

Video is the most persuasive advertising medium. But most jewelers have always thought it cost too much to produce and run. Not anymore! In fact, it never was. Jim Ackerman shows you how to get maxi-mum bang for your television bucks. Plus, extra tips for using online video to entertain and attract customers. Speaker: Jim Ackerman

PRE-SHOW KEYNOTE SESSION (SPONSORED BY THE FRIEDMAN GROUP)

MONSTERS OF SALES: How Changing The Way You Manage Your Staff Can Double Your Sales8:30-9:45 A.M., ROOM 309, CONFERENCE LEVEL

Learn the concrete steps you should take to super-charge your sales performance. Find out: The difference between ordinary and high-performance jewelry sales floors; Why managers should listen in on more sales presentations; Which coaching techniques to use for which situation; How making your store less imposing and more engaging results in more sales Speaker: Harry Friedman

| S M A RTJ E W E L RY S H OW.C O M

Super-charge your sales floor! U HARRY

FRIEDMAN

SUNDAY21APRIL

SUN

EXPERIENCE(SPONSORED BY DIAMOND COUNCIL OF AMERICA)

SECRETC10:15-11

Small Cool division for 2011. Owner Ellen Hertz shares how Owner Ellen Hertz shares how she turned her dream of a jew-elry store into reality. Terry Chandler with Ellen Hertz

SECRETCC2-2:45 P.M., EXH

ica’s most innovative jewelers how they use store design, em-ployee training and company culture to create a memorable experience. dler with Tom Duma, Evange-line Ross, Lisa Maloney, Monica Kessler-Torcivia, Elizabeth Blair

SECRETCR5-5:45 P.M., EXH

America’s Coolest Stores how America’s Coolest Stores how they achieved the award-win-ning designs of their stores. Host: Keely Grice with Lisa Ma-loney, Kas Jacquot, Katie Ben-nett, Elizabeth Blair

SUN

EXPERIENCE(SPONSORED BY SILVER

PROMOTION SERVICE)

BECC10:15-11

trends are hot and what is sell-

for which situation; How making your store less imposing and more


PROMO POWOWO ER: WER: WTV and Video Marketing 5-5:45 P.M., EXHIBIT FLOOR

Video is the most persuasive advertising medium. But most

Howard Gurock

OWOWO ER: WER: W

SUN SALES: PRODUCT STORIES EXPERIENCESTORY TIME: Female Self-Purchasers10:15-11 A.M., EXHIBIT FLOOR

Take a storytelling approach to build an emotional connec-tion between your customers and your products. Sally Furrer shows how jewelers can attract more female self-purchasers by telling a more powerful story using your product mix, case

presentation, display materials and sales conversations. Speak-er: Sally Furrer

STORY TIME: Selling Palladium2-2:45 P.M., EXHIBIT FLOOR

Craft an emotional story that inspires customers to buy palladium. Create a story based on actual products from the show floor using the tools of merchandise selection, case presentation, display materials and sales conversations. Speak-er: Kate Peterson

STORY TIME: Selling Silver5-5:45 P.M., EXHIBIT FLOOR

Sure, silver is hot. But you can turn up the heat on sales turning your silver inventory into a collection of silver sto-ries. Create new silver product narratives using the tools of merchandise selection, case presentation, display materials and sales conversations. Speak-

ers: Michael C. Barlerin, Mi-chael O’Connor

SUN SALES: SELLING SKILLS EXPERIENCEENGAGING THE CUSTOMER THROUGH STORYTELLING10:15-11 A.M., EXHIBIT FLOOR

Retailers like Whole Foods and Anthropolgie have pio-

neered the art of creating pow-erful product stories that build customer desire. Product story-telling occurs not just in your sales presentations, but also in your merchandise selection, case presentation, and display materials. Kate Peterson shares compelling stories she has found and helps attendees de-velop new ones. Speaker: Kate Peterson

using your product mix, case

EDUCATION


THE CARE AND HANDLING OF INDECISIVE GIFT-BUYERS2-2:45 P.M., EXHIBIT FLOOR

Wishy-washy gift custom-ers? With the right sales tech-niques, you can straighten them out and send them to your cash register. Learn how to hone in on an appropriate gift using open-ended probing questions. And learn how to move away from either-or syndrome (“sil-ver or gold?” “earrings or neck-lace?”) Speaker: Karen Barry

MONSTERS OF SALES: How Much Is Too Much?5-5:45 P.M., EXHIBIT FLOOR

If you’re still asking custom-ers ‘How much do you want to spend?’ you’re leaving a ton of money on the table. Stop play-ing the budget guessing game. Learn how you can work at the

top line of a customer’s budget without crossing the line of trust. Speaker: Karen Barry

BENCH DEMOS AND LIVE CHAT12:15-2 P.M., EXHIBIT FLOOR

Bench jewelers demonstrate the latest bench products and supplies. Jump in, show off your skills and share in the fun. Host: Joel McFadden

BENCH DEMOS AND LIVE CHAT4-5:45 P.M., EXHIBIT FLOOR

Our product demonstrations continue — this time with a focus on platinum. Got a ques-tion about working with plati-num? Bring it to our experts. Take a test run with the prod-ucts that our “Rock Star” jewel-ers are demonstrating. Host: Joel McFadden

SUN BENCH EXPERIENCE(SPONSORED BY STULLER)

INSTORE’S BENCH PRESSURE CHALLENGE: Palladium10:15 A.M.-12:15 P.M., EXHIBIT FLOOR

Four top bench jewelers share the key issues you’ll face when working with palladium. They will fire up their torches and show you how they use their knowl-edge and skills to complete a special project in this very special metal. Hosts: Chris Ploof, Linus Drogs, Joel Mc-Fadden, David White

INSTORE’S BENCH PRESSURE CHALLENGE: Platinum2-4 P.M., EXHIBIT FLOOR

Platinum requires special handling to display its beauty. This project will fo-cus on finish, the final step in the fabrication process. Hosts: Jurgen Maerz, Joel McFadden, Kevin Reilly, David White

Keely Grice

HowardGurock

EllenHertz

Karen Barry


EDUCATION

MON COOL STORES EXPERIENCE(SPONSORED BY DIAMOND COUNCIL OF AMERICA)

SECRETS OF AMERICA’S COOLEST STORES: Inventory Secrets10:15-11 A.M., EXHIBIT FLOOR

How do some of the coun-try’s most innovative jewelers stock their display cases? You’ll find out as a panel of America’s Coolest Stores share their mer-chandising philosophies in a conversation moderated by INSTORE merchandising guru Sally Furrer. Host: Sally Furrer with Tom Duma, Mark Loren

SECRETS OF AMERICA’S COOLEST STORES: Successful Custom and CAD2-3:30 P.M., EXHIBIT FLOOR

This panel of America’s Coolest Stores will discuss what they do to attract new custom-design customers and inspire

them with the magic of the cre-ation process. Host: Mark Lo-ren, Katie Bennett, Cynthia Gould

MON MARKETING EXPERIENCE(SPONSORED BY SILVER PROMOTION SERVICE)

MONSTERS OF SALES: PROMO POWER: Direct Mail Marketing10:15-11 A.M., EXHIBIT FLOOR

Discover the astonishing secret weapon that can blow your competition away. It’s not junk mail if you’re getting a 40 percent response rate. Or even 25 percent, 15 percent or 5 per-cent. Learn how to get these kinds of results in this session with Jim Ackerman. You’ll learn why most direct mail doesn’t work and how to make your direct mail a stealth pro-motional powerhouse. Speaker: Jim Ackerman

PRE-SHOW KEYNOTE SESSION

MONSTERS OF SALES: 9 Secrets That Guarantee You’ll Never Worry About Lousy Sales Again8:30-9:45 A.M., ROOM 309, CONFERENCE LEVEL

Want to see sales soar? In this keynote session, learn nine secrets that will help you improve the sales results of everyone on your floor. You’ll go back home with the power to “bottle” successful selling and get your whole team “drinking the Kool-Aid.” Watch out, though, this magic elixir could turn your whole staff into cash-generating sales monsters! Speaker: Jim Ackerman

You’ll go back home with the power to

MONDAY23APRIL

EDUCATION

KEYNOTE SESSION

: 9 Secrets

ousy Sales Again

MONDAYMONDAYMONDAYMONDAYMONDAY

SPONSORED BY


Promo Power:radio Advertising2-2:45 p.m., Exhibit Floor

In the topsy-turvy world of media today, radio can still bring in the gold. But only if you do it right. Jim Ackerman shows you exactly what you need to do to double, triple or quadruple the effectiveness of your radio advertising. Want twice the response from half the media budget? Don’t miss this session. Speaker: Jim Ack-erman

MON SALES: PRODUCT STORIES EXPERIENCEwhAt’s the story: selling Platinum and Bridal10:15-11 a.m., Exhibit Floor

Build your skills at telling product stories that connect customers to the platinum and bridal jewelry in your store. Speaker: Kevin Reilly

story time: selling Diamonds in today’s market2-2:45 p.m., Exhibit Floor

When your customer comes in to buy a diamond today, you’d better have the right story! Learn the stories that create the romance and value of dia-monds that connects with the customer. Speaker: Maarten de Witte

MON SALES: SELLING SKILLS EXPERIENCEselling skills: opening, Asking and Presenting10:15-11 a.m., Exhibit Floor

Sharpen your selling skills with this review of the key points of the selling process. Let Janice Mack Talcott put you back on track to being your store’s Monster of Sales. Speak-er: Janice Mack Talcott

selling skills: Customer testimonials that sell2-2:45 p.m., Exhibit Floor

Everyone knows that your customer can be your greatest sales person. Kate Peterson will tell you how to capture cus-tomer testimonials and put them to work today! Speaker: Kate Peterson

MON BENCH EXPERIENCE(SPONSORED BY STULLER)

instore’s BenCh Pressure ChAllenge: wax Carving10:15 a.m.-12:15 p.m., Exhibit Floor

Four top professionals com-pete to create the finest wax to meet a customer request in just two hours. Host: Joel McFad-den, David White

BenCh Demos AnD live ChAt12:15-2, Exhibit Floor

Get your own hands on the greatest bench tools, tech and supplies. Host: Joel McFadden

winner AnnounCements: instore’s ultimate Design Contest and Bench Pressure Challenge2-3 p.m., Exhibit Floor

Designs have gone from hand- or CAD-rendering to a finished piece. Now it’s time for the judges to have their say as we name a win-ner of the Ultimate Design Contest. Then we’ll announce the big winner of our three-day Bench Pressure Challenge. Be there to cheer the winners. Host: Joel McFadden

EDUCatioN

EDUCATION AT A GLANCE

50 | S M A RTJ E W E L RY S H OW.C O M50 | S M A RTJ E W E L RY S H OW.C O M

APRIL 20 U FRIDAY

8:30-9:45 A.M. ROOM 309

RINGING THE REGISTER Je�rey Gitomer

BENCH EXPERIENCECOOL STORES EXPERIENCE MARKETING EXPERIENCE PRODUCT STORIES EXPERIENCE

10:15-11 A.M. SECRETS OF AMERICA’S COOLEST STORES: Hamilton Jewelers

Terry Chandler, Donna Bouchard

10:15 A.M.-12::15 P.M.

INSTORE’S CAD PRESSURE CHALLENGE

Joel McFadden, Matt Feliksa

12:15-2 P.M.

BENCH DEMOS AND LIVE CHAT

Joel McFadden

2-4 P.M.

INSTORE’S BENCH PRESSURE CHALLENGE: Engraving

Joel McFadden, David White

4-5:45 P.M.


Joel McFadden

CONTESTS AND PROMOTIONS: Do Them Right!

Shane O’Neill

HOW TO BUILD YOUR BRIDAL BUSINESS

Sally Furrer

2-2:45 P.M.

SELLING SKILLS EXPERIENCE

SECRETS OF AMERICA’S COOLEST STORES: Silver Success

Michael C. Barlerin, Eileen Alexanian

HOW TO USE SOCIAL MEDIA TO SELL DIAMONDS IN-STORE AND ONLINE

Jay Gerber

WHAT’S THE STORY: Selling Diamonds

Shane Decker, Maarten de Witte

CUSTOMER TESTIMONIALS THAT SELL

Kate Peterson

5-5:45 P.M. SECRETS OF AMERICA’S COOLEST STORES: Events That Rock

Nathaniel Smith, David Rocha, Sami Jack, Harris Botnick, Elizabeth Blair

WHAT’S THE STORY: Selling Platinum and Bridal

Kevin Reilly

RINGING THE REGISTER

MONSTERS OF SALESPROMO POWER: Direct Mail Marketing

Jim Ackerman

MONSTERS OF SALES

OVERCOMING OBJECTIONS

Shane Decker

KEYNOTE SESSION

MONSTERS OF SALES

BEST OPENING LINES

Shane Decker

APRIL 21 U SATURDAY

9-10 A.M. ROOM 307

TIP SHEET: Whip Your Inventory into Shape

Lenny Prion and Janice Mack Talcott

ROOM 309

MARKETING RX: Website Best Practices

Nick Failla

ROOM 301

BRAND THAT IS YOU

Adam Fried

ROOM 305

CUSTOM JEWELER THEATER: Role-Playing Scenarios

Kate Peterson, Chris Ploof, Linus Drogs, Joel McFadden

ROOM 313

BETTER SHOWCASE SETUP

Larry Johnson

10:15-11:15 A.M. ROOM 307

MANAGER’S TO-DO: Creating Sales Monsters

Janice Mack Talcott, Lenny Prion

ROOM 309

TACTICS: Mobile- and Location-Based Marketing

Casey Ford, Marty Hurwitz

ROOM 301MONSTERS OF SALES

INTERVIEWS WITH MILLION DOLLAR BABIES

Shane Decker

ROOM 305

“ROCK STAR” JEWELERS: Alternative/Exotic Metals in the Shop

ROOM 313

E-MAIL AND ENGAGEMENT MARKETING

Steve Robinson

11:30 A.M-12:30 P.M.

ROOM 307

DIAMOND PRICES: Bubble or Trend?

Abraham Stern

ROOM 309

THE DIGITAL BRIDE: Customer for Life

David Liu

ROOM 305

BENCH JEWELER: Platinum at the Bench

Jurgen Maerz, Kevin Reilly

ROOM 313

MOBILE MARKETING: What’s the Deal?

Casey Ford

ROOM 301

MERCHANDISE STORIES THAT SELL

Adam Fried

12:45-1:45 P.M.

2-3 P.M. ROOM 307

TIP SHEET: Buying from the Customer

Craig Miller

ROOM 309

CASE LOGIC: Your 10-Week Plan to Perfect Display Cases

Larry Johnson

ROOM 305

BENCH JEWELER: Palladium at the Bench

Chris Ploof, Linus Drogs

ROOM 313

COOL STORE SECRETS FOR EXHIBITORS

Kate Peterson


POWER QUESTIONS

Shane Decker

3:15-4:45 P.M. ROOM 307

ASK INSTORE: When Is It Smart to Work with a New Vendor?

Sally Furrer

ROOM 309

SOCIAL MEDIA MARKETING: Doing More with Less

Steve Robinson

ROOM 305

BENCH JEWELER: State of the Bench

Jurgen Maerz, Chris Ploof, Linus Drogs, Joel McFadden

ROOM 313

CELEBRITY RED CARPET INSIGHTS

Michael O’Connor


BEST CLOSING LINES

Shane Decker

ONSTERS OF SALES

LUNCHSPECIAL

BUSINESS MARKETING VENDOR ONLYSALES SHOP TALK

ROOM 309 (Box lunch available for $17; see page 35 for details)

HE SAID, SHE SAID — The Engagement Ring Shopping Experience — David Liu

DON’T WAIT UNTIL THE LAST MINUTE! RESERVE AND BUY YOUR LUNCH NOW AT CHICAGOSMARTLUNCH.EVENTBRITE.COM

EDUCATION AT A GLANCE


8:30-9:45 A.M. ROOM 309

HOW CHANGING THE WAY YOU MANAGE YOUR STAFF CAN DOUBLE YOUR SALES - Harry Friedman

OU MANAGE YOUR YOUR YHarry Friedman


10:15-11 A.M. SECRETS OF AMERICA’S COOLEST STORES: Max’s

Terry Chandler, Ellen Hertz

10:15 A.M.-12::15 P.M.

INSTORE’S BENCH PRESSURE CHALLENGE: Palladium

Chris Ploof, Linus Drogs, Joel McFadden, David White

12:15-2 P.M.


Joel McFadden

2-4 P.M.

INSTORE’S BENCH PRESSURE CHALLENGE: Platinum

Jurgen Maerz, Joel McFadden, Kevin Reilly, David White

4-5:45 P.M.


Joel McFadden

BEST OF THE BEST: Celebrity Red Carpet Insights

Michael O’Connor

STORY TIME: Female Self-Purchasers

Sally Furrer

ENGAGING THE CUSTOMER THROUGH STORYTELLING

Kate Peterson

2-2:45 P.M.


SECRETS OF AMERICA’S COOLEST STORES: Customer Super Service Terry Chandler, Evan-geline Ross, Lisa Maloney, Tom Duma, Monica Kessler

TIP SHEET: A Well-Lighted Case

Larry Johnson, Howard Gurock

STORY TIME: Selling Palladium

Kate Peterson

THE CARE AND HANDLING OF INDECISIVE GIFT-BUYERS

Karen Barry

5-5:45 P.M. SECRETS OF AMERICA’S COOLEST STORES: Renovation Secrets Revealed

Keely Grice, KasJacquot, Katie Bennett, Lisa Maloney

STORY TIME: The Magic of Silver

Michael C. Barlerin, Michael O’Connor

MONSTERS OF SALES

TV AND VIDEO MARKETING

Jim Ackerman

HOW MUCH IS TOO MUCH?

Karen Barry

Gurock

MONSTERS OF SALES

TV ANV ANV D VIDEO MARKETING

Jim Ackerman

KEYNOTE SESSION

8:30-9:45 A.M. ROOM 309

9 SECRETS THAT GUARANTEE YOU’LL NEVER WORRY ABOUT LOUSY SALES AGAIN - Jim Ackerman


10:15-11 A.M. SECRETS OF AMERICA’S COOLEST STORES: Inventory Secrets

Sally Furrer, Tom Duma, Mark Loren, Curtis Bennett

10:15 A.M.-12::15 P.M.

INSTORE’S BENCH PRESSURE CHALLENGE: Wax Carving

Joel McFadden, David White

12:15-2 P.M.


Joel McFadden

2-3 P.M.

WINNERS ANNOUNCED: INSTORE’s ‘Ultimate Design Contest’ and ‘Bench Pressure Challenge’

Joel McFadden

MONSTERS OF SALES

PROMO POWER: Direct Mail Marketing

Jim Ackerman

WHAT’S THE STORY: Selling Platinum and Bridal

Kevin Reilly

SELLING SKILLS: Opening, Asking and Presenting

Janice Mack Talcott

2-2:45 P.M.


SECRETS OF AMERICA’S COOLEST STORES: Successful Custom and CAD

Mark Loren, Katie Bennett, Jim Tuttle, Cynthia Gould

MONSTERS OF SALESPROMO POWER: Radio Advertising

Jim Ackerman

STORY TIME: Selling Diamonds in Today’s Market

Maarten de Witte

SELLING SKILLS: Customer Testimonials That Sell

Kate Peterson

KEYNOTE SESSION

ORRY

APRIL 22 U SUNDAY

APRIL 23 U MONDAY


S P O N S O R S :

Shop TalkFRIDAY

MarketingFRIDAY

Cool Stores ExperienceSATURDAY

Marketing ExperienceSATURDAY

Bench Challenge Bench CAD Challenge10:15 A.M.-12:15 P.M., SATURDAY


JIM ACKERMAN U is a renowned marketing speaker, coach, author and copywriter who specializes in direct response and alternative

marketing. MARKETINGWIZARDSALLIANCE.COM

MICHAEL C. BARLERIN U is director of the Silver Institute’s Silver Promotion Service and has an extensive background in

marketing with an emphasis in both jewelry and retailing. WWW.SAVORSILVER.COM

KAREN BARRY U is a trainer for The Friedman Group who has worked with clients like Cartier, Ashley Furniture, Theory, Le Creuset and

others. THEFRIEDMANGROUP.COM

CURTIS BENNETT U is vice president of retail operations for O.C. Tanner in Salt Lake City, UT, which won the Big Cool division

of INSTORE’s 2010 America’s Coolest Stores. WWW.OCTANNERSTORE.COM

KATIE BENNETT U is director of operations at Gould’s Diamonds and Jewelry in Anoka, MN, which was named one of INSTORE’s

America’s Coolest Stores in 2011. GOULDSJEWELRY.COM

ELIZABETH BLAIR KIRBY U aka “Dilly,” owns Elizabeth Blair Fine Pearls in Harbor Springs, MI, which was named one of

INSTORE’s America’s Coolest Stores in 2011. GOULDSJEWELRY.COM

JIM BRETZEL U is a finished jewelry buyer at Kesslers Diamonds in Germantown, WI, which was named a Cool Store in INSTORE’s

2011 contest. KESSLERS.US

TERRY CHANDLER U is president and CEO of the nonprofit Diamond Council of America, which provides education and

training for professional jewelers and jewelry salespeople. DIAMONDCOUNCIL.COM

MAARTEN DE WITTE U is the executive director for the U.S. arm of Embee Diamonds — the makers of the Sirius Star series of

Canadian diamonds. SIRIUSSTAR.CA

SHANE DECKER U has provided sales training for more than 3,000 stores worldwide as president of Ex-sell-ence Sales Academy. EX-

SELL-ENCE.COM

LINUS DROGS U is a casting consultant for Palladium Alliance International who oversees the creation and dissemination of

technical information on the uses of palladium. AUENTERPRISES.COM

TOM DUMA U owns Thom Duma Fine Jewelers in Warren, OH, which was a past monthly Cool Store in INSTORE. TDFJ.COM

NICK FAILLA U is president of Premier Consulting Innovations, a training, consulting and fulfillment company that designs

and implements behavior-based training and internet based marketing programs. COLLECTEDCONCEPTS.COM

MATT FELIKSA owns Golden Sun Manufacturing in Montana.GOLDENSUNMFG.COM

CASEY FORD is president of Tappinn, which builds mobile smart sites and specializes in QR codes. TAPPINN.COM

ADAM FRIED is part of an exclusive team of Hearts On Fire Global Trainers, and travels the world to work with Hearts On Fire

authorized jewelers and share his expertise and passion. HEARTSONFIRE.COM

HARRY FRIEDMAN is an international retail authority, bestselling author, consultant and CEO of The Friedman Group.

THEFRIEDMANGROUP.COM

SALLY FURRER is a merchandising consultant with 20-plus years of jewelry industry experience. SALLYFURRERCONSULTING.COM

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OUR SPEAKERS

JAY GERBER is vice president of sales and marketing at WRCobbOnline — the leading digital platform for jewelry

retailers in the United States. WRCOBBONLINE.COM

JEFFREY GITOMER is a master of sales, customer loyalty and personal development, and the author of four New York Times

bestsellers. WWW.GITOMER.COM

CYNTHIA GOULD U owns Gould’s Diamonds and Jewelry in Anoka, MN, which was named one of INSTORE’s America’s Coolest

Stores in 2011. GOULDSJEWELRY.COM

KEELY GRICE U owns Grice Showcase & Display, which specializes in custom designed and tailored display cases for

independent jewelers. GRICESHOWCASE.COM

HOWARD GUROCK U is president of Econo-Lite, the leading supplier of energy-efficient, product-enhancing lighting to jewelry

stores. ECONO-LITE.COM

ELLEN HERTZ U owns Max’s, a jewelry store in St. Louis Park, MN, which won the Small Cool division of INSTORE’s 2011

America’s Coolest Stores. STYLEBYMAX.COM

MARTY HURWITZ U is founder of MVI Management, which provides research and market development services exclusively

to the global gem, jewelry and watch industries. MVIMARKETING.COM

LARRY JOHNSON U is senior vice president of Pacific Northern in Carrollton, TX, and the author of The Complete Guide To Eective

Jewelry Display. EFFECTIVEJEWELRYDISPLAY.COM

MONICA KESSLER-TORCIVIA U is a finished jewelry buyer at Kesslers Diamonds in Germantown, WI, which was named a Cool Store in

INSTORE’s 2011 contest. KESSLERS.US

DAVID LIU U is co-founder and CEO of The Knot Inc., the premier media company devoted to weddings, pregnancy and

everything in between. THEKNOT.COM

JANICE MACK TALCOTT U is a management consultant for The EDGE Retail Academy and has been a teacher and mentor to

thousands of jewelers around the world. EDGERETAILACADEMY.COM

JURGEN MAERZ U became a recognized expert on working with platinum while working at PGI. He now runs Jurgen Maerz

Jewelry Industry Consulting service.

LISA MALONEY U takes “family business” to a whole new level, working with seven family members at the Canadian Jewelry

Exchange in Kelowna, BC. CJEX.NET

JOEL MCFADDEN U regularly teaches at the Bench Jewelers’ Conference and owns Joel McFadden Designs in Red Bank,

NJ. UNIQUEENGAGEMENTRINGSNJ.COM

CRAIG MILLER U is managing director of the retail division of CIRCA, the leading global buyer of fine jewelry, diamonds and

watches from the public. WWW.CIRCAJEWELS.

COM)

MICHAEL O’CONNOR U is president of Style & Substance Inc., which helps jewelry companies with branding, strategy, marketing,

public relations and promotional programs. STYLEANDSUBSTANCE.COM

SHANE O’NEILL U is director of Social Marketing & Design at Fruchtman Marketing. FRUCHTMAN.

COM

KATE PETERSON U is president of Performance Concepts, a sales and management consultancy for retail jewelers. She writes the

monthly “Real Deal scenarioes for INSTORE. PERFORMANCECONCEPTS.NET

CHRIS PLOOF U is technical consultant for Palladium Alliance International. He trains designers, manufacturers and

retailers how to work with palladium. CHRISPLOOF.COM

LENNY PRION U is head of education for the EDGE software by Abbott and Shapiro — currently the most widely used

software in the jewelry industry. AJSLLC.COM

KEVIN REILLY U is director of business development for Platinum Guild International. WWW.PLATINUMGUILD.COM

STEVE ROBINSON U is the Illinois regional development director for Constant Contact, an e-mail marketing firm. CONSTANTCONTACT.

COM

DAVID ROCHA U is executive director of Jewelers for Children, which raises funds for children who are the victims of

catastrophic illness or life-threatening abuse and neglect. JEWELERSFORCHILDREN.ORG

EVANGELINE ROSS U is director of marketing for Zachary’s Jewelers in Annapolis, MD, which won the Small Cool division of INSTORE’s

2008 America’s Coolest Stores. WWW.ZACHARYSJEWELERS.COM

NATHANIEL SMITH U is special events manager at Delfine’s Fine Jewelry in Charleston, WV. WWW.DELFINESJEWELRY.COM

ABRAHAM STERN U CEO of IDEX Online, introduced the Guaranteed Diamond Transactions platform — a fully

automated online trading service for loose certified polished diamonds. IDEXONLINE.COM

DAVID WHITE U is a designer with Aucoin Hart Jewelers in Metairie, LA. White won the 2011 Bench Pressure Challenge. AUCOINHART.COM

bestsellers.

2012 sjs chicago education

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