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Saturday, April 16


Lunch and Learn: Angry Brides! Protecting Your Online Reputation

Couples on the path to an engagement and/or a wedding are your most emotional and vocal customers, especially when something goes wrong! In this age of instant feedback through reviews, testimonials, blogs, and social media, keeping track of your online reputation is a little like herding cats. Just when you think you have a handle on it, along comes another twist and turn. What action should you take when your online reputaion is less than wonderful? Alan will help you make sense of it all.

Come to this session to learn:

  • How the best defense is a good offense
  • How to respond to a less-than-favorable review
  • Why doing what’s right is usually better than being right
  • Bonus: How to get and use stunning testimonials!

(Have a story you would like to share? Email cindy@smartworkmedia.com.)


avatar for Brandy Agerbeck

Brandy Agerbeck

Owner - Graphic Recorder/Facilitator, Loosetooth
Graphic facilitator Brandy Agerbeck believes that drawing is a powerful thinking tool. She supports clients by mapping out their complex conversations onto giant sheets of paper. Working as a visual, silent partner to facilitators, she collaborates to make meetings more productive... Read More →

avatar for Alan Berg, CSP

Alan Berg, CSP

Speaker, Author, Consultant, AlanBerg.com
Alan's been called "North America's Leading Expert on the Business of Weddings & Events." With more than 20 years in sales, marketing, and executive management, Alan Berg is uniquely qualified to help businesses and entrepreneurs achieve their goals. Alan spent 11 years at The Knot... Read More →

Saturday April 16, 2016 1:00pm - 2:15pm
Room 309 - 311
Sunday, April 17


Path to Purchase: The INSTORE Experience

Today, the experience is more important than the product. If the experience isn't there for customers, they will not purchase, they will not return to your store, and certainly will not brag about you.

Shopping for bridal and engagement jewelry can be an exhaustive and emotional journey. The average couple will take 80 days for research, and 60% will visit a retailer's website and review other web and social media sites. In addition, 74% conduct in-store research. What do you do when they get to your store?

Shane will give you a guide to meet these couples' expectations and make them customers for life. Be prepared for this all-important sales opportunity. Using Synchrony Financials Annual Major Purchase Consumer Study will give you the information you need to fulfill the bridal and engagement couples' expectations of a meaningful shopping experience.

In this session, you will learn:

  • What shoppers need to know about your store to move through the sales process
  • How to apply consultative selling techniques to the engagement and bridal customer
  • How to establish the value of your store, not just sell the product
  • The Top 10 things Shane recommends you do to WOW your customer
  • What makes a customer yours for life — follow-up is crucial

avatar for Shane Decker

Shane Decker

Owner, Ex.Sell.Ence Sales Academy
Shane Decker is president of Ex-Sell-Ence, Shane Decker Sales Academy, and a featured contributor to INSTORE, the magazine for the American jewelry store owner. With the fervor of a televangelist, Shane teaches retailers the anatomy of a sale, how to handle objections, closing skills... Read More →

avatar for Synchrony Financial

Synchrony Financial

Built from GE Heritage!More than the programs we create. More than the value we offer. Nothing gets us more excited than building relationships that drive results for you. The core of our business is you: the merchants, dealers, retailers, manufacturers, buying groups and industry... Read More →

Sunday April 17, 2016 8:30am - 9:45am
Room 309 - 311
Monday, April 18


The Thumb Wars: How to Win the Battle for the Connected Consumer

How do you connect today’s consumers to the luster and relevance of fine jewelry? What makes them tick, click, swipe, and tap, and thereby form a relationship with your brand?

Today’s highly digital and social environment provides more opportunities to engage, communicate with, and understand consumers. How can you optimize your brand approach to develop business with these customers and stay relevant with this retail revolution?

First, whether you are a designer, manufacturer, or retailer, you must learn new skills so that you can understand the current technology. The consumers of today and tomorrow have a different understanding and expectation for how a brand relationship should look and feel, and technology plays a big part in the process. However, although today's consumer is tecnologically savvy, the connectivity goes far beyond Facebook, Instagram, and mobile websites. Current brands must create new and meaningful experiences for their customers. They must create opportunities for cultural and sociological movements, not simply craft marketing messages.

Ben Smithee is known for helping companies create new relationships with their customers. Recognized around the globe as an expert in digital marketing and the connected consumer, his work in the jewelry industry ranges from the largest retail brands and manufacturers to start-up designers and family stores. 

His keynote at the 2016 SMART Jewelry Show will help attendees look into the future and start evolving their businesses — today.

In this session you will learn:

  • Who are the connected consumers 
  • Why they engage with a brand
  • What the digital consumer evolution means to your business
  • How you can remain relevant to the connected consumers
  • What the future holds

You will leave this session with a clear understanding of what connected consumers are looking for in their shopping experiences and the Top 10 things you can do now to delight them.


avatar for Ben Smithee

Ben Smithee

CEO, The Smithee Group
Ben Smithee and his team at The Smithee Group are the leading voices in digital marketing and advertising for the jewelry industry. They are fluent in helping retailers and brands drive consumer awareness and measurable increases in both traffic and sales.In 2009, Ben created one... Read More →

avatar for Diamond Council of America

Diamond Council of America

The mission of the Diamond Council of America is to provide quality, affordable distance education to enhance the ability of our members’ associates to sell fine jewelry with expertise, integrity, and professionalism and to fuel the passion of all those looking to learn about our... Read More →

Monday April 18, 2016 8:30am - 9:45am
Room 309 - 311