NRA Schedule of Events

Saturday, May 18 —— Careers and Education Day

7:30 a.m. — 11:00 p.m.: Salute to Excellence, Chicago Hilton & Towers (invitation only)

8:15 a.m.: 46^th Annual Hennessy Awards Breakfast, Sheraton Chicago Hotel

9:00 a.m. — 5:00 p.m.: Exhibit Hall Open, Level One

9:30 a.m. — 5:00 p.m.: Exhibit Hall Open, Level Three

10:00 a.m. — 11:15 a.m.: "Customer Relationship Management: Attracting New Customers While Keeping the Customers You Already Have"**

10:00 a.m. — 11:30 a.m.: "How to Build Top-Line Sales by 12% in Only 120 Days"*

10:00 a.m. — 11:30 a.m.: "The Secrets of a Great Coach"*

10:00 a.m. — 11:30 a.m.: "Waiter, There’s a Scientist in My Soup: How Food Science and Technology Can Impact Your Business"*

11:30 a.m. — 12:45 p.m.: "The Evolution of Gift Cards in the Restaurant Industry"**

Noon — 1:30 p.m.: "Networking Skills: How to Build Relationships for Fun and Profit"*

Noon — 1:30 p.m.: "Creating a Training System to Fit Your Organization"*

Noon — 1:30 p.m.: "What Would Your Day Be Like If …"*

1:00 p.m. — 2:15 p.m.: "Online Food Safety Training Implementation and Validation"**

2:00 p.m. — 3:30 p.m.: "Marketing the Wine List: A Creative Act"*

2:00 p.m. — 3:30 p.m.: "Food Security: Narrowing the Focus for the Restaurant Industry"*

2:00 p.m. — 3:30 p.m.: "Miracle On Ice: Catering the 2002 Winter Olympics in Salt Lake City"*

2:00 p.m. — 3:30 p.m.: "The Bottom Line on Training: Is It Really Worth It?"*

2:30 p.m. — 4:00 p.m.: "Handheld POS Systems: How to Increase Customer Service and Lower Labor Costs"**

5:00 p.m. — 6:30 p.m.: A Taste of Chicago — International Reception, Vista Ballroom, 4^th floor of McCormick’s South Hall

7:30 p.m. — 11:00 p.m.: Salute to Excellence Awards Banquet, Chicago Hilton & Towers

Sunday, May 19 —— Government Affairs and State Relations Day

8:00 a.m.: The 22^nd annual Main Course 10K Race, Columbus & Balbo in downtown Chicago

9:00 a.m. — 4:00 p.m.: One-Day ServSafe Second Edition Training

9:00 a.m. — 5:00 p.m.: Exhibit Hall Open, Level One

9:00 a.m. — 6:00 p.m.: Day One of Two-Day ServSafe Second Edition Training

9:30 a.m. — 5:00 p.m.: Exhibit Hall Open, Level Three

10:00 a.m. — 11:15 a.m.: "How to Successfully Build Restaurant Loyalty with E-Mail Marketing"**

10:00 a.m. — 11:30 a.m.: "Quality Service, What Every Restaurant Manager Needs to Know"*

10:00 a.m. — 11:30 a.m.: "Reinventing & Reinvigorating an Established Independent Restaurant"*

10:00 a.m. — 11:30 a.m.: "How to Hire Top Performers"*

10:00 a.m. — 11:30 a.m.: "Love ‘Em or Lose ‘Em: Getting Good People to Stay"*

11:30 a.m. — 12:45 p.m.: "E-learning in the Hospitality Industry"**

Noon — 1:30 p.m.: "Back to Basics: The 21 Essential Practices of America’s Best Restaurant Operators"*

Noon — 1:30 p.m.: "Supplier Certification and Evaluation — The Naked Truth"*

Noon — 1:30 p.m.: "Culture: Something Old, Something New, Something Borrowed, Something True"*

1:00 p.m. — 2:15 p.m.: "Leveraging Technology to Enhance the Guest Experience"**

2:00 p.m.: Joint Keynote Address by former U.S. President George H.W. Bush and former First Lady Barbara Bush, McCormick Place South

2:00 p.m. — 3:30 p.m.: "The Four Ts of Effective Restaurant Marketing"*

2:00 p.m. — 3:30 p.m.: "How I Increased Sales in My Bistro/Bar By 700% in 7 Years"*

2:30 p.m. — 4:00 p.m.: "Managing in Real Time: The Return on Investment Opportunity"**

Monday, May 20 —— Community Involvement Day

7:00 a.m. — 9:45 a.m.: 8^th annual Foodservice Management Professional (FMP) Breakfast with the Stars, Ritz-Carlton Hotel

9:00 a.m. — 4:00 p.m.: One-Day ServSafe Second Edition Training

9:00 a.m. — 4:00 p.m.: One-Day Bar Code (B.A.S.S.E.T.) Training

9:00 a.m. — 5:00 p.m.: Exhibit Hall Open, Level One

9:00 a.m. — 6:00 p.m.: Day Two of Two-Day ServSafe Second Edition Training

9:30 a.m. — 5:00 p.m.: Exhibit Hall Open, Level Three

10:00 a.m. — 11:15 a.m.: "The Challenges and Expectations of Implementing an Online Purchasing System"**

10:00 a.m. — 11:30 a.m.: "Here Today, Here Tomorrow: Transforming Your Organization from High Turnover to High Retention"*

10:00 a.m. — 11:30 a.m.: "Train the Trainer for Restaurant Managers"*

10:00 a.m. — 11:30 a.m.: "How to Prosper in Tough Times"*

10:00 a.m. — 11:30 a.m.: "Resetting the Global Tables: An International President’s Panel"*

11:30 a.m. — 12:45 p.m.: "Why Does My Restaurant Need A Computer? How Today’s Technology Can Benefit Restaurants of All Sizes and Budgets"**

Noon — 1:30 p.m.: "Service Excellence for Lifetime Loyalty"*

Noon — 1:30 p.m.: "What’s on Charlie Trotter’s Mind?"*

Noon — 1:30 p.m.: "Generations at Work: Managing the Clash of Veterans, Boomers, 'Xers and Nexters in Your Workplace"*

1:00 p.m. — 2:15 p.m.: "Integrated Labor Management … With an Emphasis on Integrated"**

2:00 p.m. — 3:30 p.m.: "It’s Your EQ, Not Your IQ, That Counts"*

2:00 p.m. — 3:30 p.m.: "Motivating Today’s Employees"*

2:00 p.m. — 3:30 p.m.: "Responding to Community Needs — Serving Your Community While Helping Your Bottom Line"*

2:30 p.m. — 4:00 p.m.: "How Restaurants Are Using Interactive Technology to Improve Overall Business Operations"**

Tuesday, May 21 —— Power of Partnership Day

9:00 a.m. — 5:00 p.m.: Exhibit Hall Open, Level One

9:30 a.m. — 5:00 p.m.: Exhibit Hall Open, Level Three

10:00 a.m. — 11:15 a.m.: "Blended Food Safety Training"**

10:00 a.m. — 11:30 a.m.: "Hot Food on College Campuses"*

10:00 a.m. — 11:30 a.m.: "Wanted: Chef, 40-Hour Week, Full Benefits, No Weekends. Apply Here!"*

10:00 a.m. — 11:30 a.m.: "The Art of Customer Service"*

10:00 a.m. — 11:30 a.m.: "Building Business with Multicultural Consumers"*

11:30 a.m.: Hotel & Lodging Association of Illinois Hospitality Luncheon, Vista Ballroom, McCormick Place South

11:30 a.m. — 12:45 p.m.: "Put Your Drive-Thru in the Fast Lane — Strategies to Increase Speed and Customer Service"**

Noon — 1:30 p.m.: "Learn What’s Hot and What’s Not in Booking, Cooking and Cashing In on Special Events"*

Noon — 1:30 p.m.: "Culinology: The New Discipline in Food"*

Noon — 1:30 p.m.: "Making It All Work: Foolproof Ways to Improve Labor Productivity and Profits"*

Noon — 1:30 p.m.: "Leadership E2 (Embrace & Execute)"*

1:00 p.m. — 2:15 p.m.: "Savoring the Benefits of Energy Efficiency: Using Energy Star to Increase Your Restaurant’s Profitability"**

2:00 p.m. — 3:30 p.m.: "Get Real. Are You Truly Setting Your New Employees Up for Success?"*

2:00 p.m. — 3:30 p.m.: "Overcoming Training Language Barriers"*

Educational Programs

Saturday, May 18

10:00 a.m. — 11:15 a.m.: (Technology Seminar) "Customer Relationship Management: Attracting New Customers While Keeping the Customers You Already Have"

Lewis Schrock, CEO of ReservationSource Inc., will discuss how to implement Customer Relationship Management (CRM) in day-to-day business, which technology is needed, how it affects operations and what pitfalls to avoid.

10:00 a.m. — 11:30 a.m.: "How to Build Top-Line Sales by 12% in Only 120 Days … Using the Common Sense Principles of Neighborhood and Four Walls Marketing"

Tom Feltenstein, chairman and CEO of Tom Feltenstein’s Neighborhood Marketing Institute, will focus on how to become an employer of choice and double customer visits.

10:00 a.m. — 11:30 a.m.: "The Secrets of a Great Coach"

Kathleen Taylor-Gadsby, vice president, Human Resources, International and Emerging Brands, Carlson Restaurants Worldwide, and president of The Council of Hotel and Restaurant Trainers (CHART), will look at the importance of coaching employee behaviors and will help to identify the steps required to do so effectively.

10:00 a.m. — 11:30 a.m.: "Waiter, There’s a Scientist in My Soup: How Food Science and Technology Can Impact Your Business"

Charles Manley, Ph.D., immediate past-president of the Institute of Food Technologists, will explain how food technology is used every day and describe its influence on taste and the cooking process.

11:30 a.m. — 12:45 p.m.: (Technology Seminar) "The Evolution of Gift Cards in the Restaurant Industry"

Moderated by Margaret Evans Gayle, director, Foodservice Programs, QSR Magazine, the session will focus on the successes and pitfalls of gift cards: gift-card roll-outs, growth trends and how to incorporate them into a business. Panelists: April Cantu, senior business analyst, Aloha Technologies; Don Gray, president and CEO, Givex Corp.; Asa Cloin, director, Information Systems, Texas Land and Cattle Steak House; and Nils Kravis, president and CEO, Kelsey’s International Inc.

Noon — 1:30 p.m.: "Networking Skills: How to Build Relationships for Fun and Profit"

Karen Susman will reveal the secrets to successful networking and how to create mutually beneficial relationships with guests and vendors.

Noon — 1:30 p.m.: "Creating a Training System to Fit Your Organization"

In cooperation with The Council of Hotel and Restaurant Trainers (CHART), John Isbell, manager, Opening and Management Training for IHOP, will explain which steps to take to create a training system that fits organizational needs, whether an operation has one unit or 100 units.

Noon — 1:30 p.m.: "What Would Your Day Be Like If …"

Cindy Casady, member of The International Society for Performance Improvement, will provide real-world examples of how to manage and inspire the "unenthused."

1:00 p.m. — 2:15 p.m.: (Technology Seminar) "Online Food Safety Training Implementation and Validation"

Michelle Kamins, western regional account manager, National Restaurant Association Educational Foundation (NRAEF), and Susan Quam, senior director, Wisconsin Restaurant Association (WRA), will explain how to implement an online food safety program that meets an organization’s unique training goals and how to assess that training’s return on investment.

2:00 p.m. — 3:30 p.m.: "Marketing the Wine List: A Creative Act"

Steven Kolpan, professor of Wine Studies and Gastronomy at The Culinary Institute of America, will discuss how to make the most of a wine list: methods of pricing and placement, as well as tips on selecting the right wines for a concept.

2:00 p.m. — 3:30 p.m.: Food Security: Narrowing the Focus for the Restaurant Industry"

Moderated by Jennifer Tong, senior manager, Health and Safety Regulatory Affairs, National Restaurant Association (NRA), the session will focus on the issue of food and supply chain security, including a review of industry standards and what the government is doing. Panelists: Steve Grove, vice president, Health and Safety Regulatory Affairs, National Restaurant Association (NRA); Chet England, senior director, Product Safety and Regulatory, Chief Food Safety Officer, Burger King Corp.; and Larry Eils, senior director, Technical Services, National Automated Merchandising Association.

2:00 p.m. — 3:30 p.m.: "Miracle On Ice: Catering the 2002 Winter Olympics in Salt Lake City"

Don Pritchard, F&B director for the 2002 Olympic Winter Games in Salt Lake City, will discuss how to streamline menu planning with sponsors’ and suppliers’ products, how to find contractors to handle a high-volume program and how to pull it all together.

2:00 p.m. — 3:30 p.m.: "The Bottom Line on Training: Is It Really Worth It?"

Sponsored by The Council of Hotel and Restaurant Trainers (CHART) and moderated by Christine Miller, vice president, Human Resources, Hostmark Hospitality Group, the session will provide case studies of training techniques and delivery methods used by different restaurant concepts. Panelists: Joleen Flory Lundgren, senior director of training, Buffalo Wild Wings; Steve Baker, director of training, Morton’s of Chicago; Jim Knight, director of training, Hard Rock Café; and Angie Hoskins, FMP, director of classroom training, Buffets Inc.

2:30 p.m. — 4:00 p.m.: (Technology Seminar) "Handheld POS Systems: How to Increase Customer Service and Lower Labor Costs"

Moderated by Michael DeLuca, managing director of public affairs, Burson-Marsteller, the session will discuss the latest technology in handheld POS systems and examine the operational benefits and obstacles that have been overcome. Panelists: Alex Malison, CEO, Action Systems Inc.; Ed Rothenberg, vice president, Table Service Product Development, MICROS Systems Inc.; Graham Granger, president and CEO, Digital Dining; and Ray Morrison, owner/manager, Royal Mile Pub.

Sunday, May 19

10:00 a.m. — 11:15 a.m.: (Technology Seminar) "How to Successfully Build Restaurant Loyalty with E-mail Marketing"

Scott Shaw, president and CEO of Fishbowl Inc., will discuss the research from case studies on restaurant e-mail-based marketing, the do’s and don’ts of this type of marketing and the steps involved in the e-mail marketing process: list development, database management and hosting, redemption and tracking/reporting.

10:00 a.m. — 11:30 a.m.: "Quality Service: What Every Restaurant Manager Needs to Know"

William Martin, Ph.D., professor of Management, The Collins School of Hospitality Management, will outline how to win with the customer, create a supportive quality service culture and leadership climate, weave quality service into an everyday operation and measure and reward quality successes.

10:00 a.m. — 11:30 a.m.: "Reinventing & Reinvigorating an Established Independent Restaurant"

Michael Lomonaco, former executive chef/director at the Windows on the World restaurant, will discuss what it takes to revitalize an independent restaurant.

10:00 a.m. — 11:30 a.m.: "How to Hire Top Performers"

Carol Hacker, author, educator and a former director of Human Resources, will explain how to recruit the right people, ensure a quality pool of candidates and determine if prospective employees can do what they claim they can.

10:00 a.m. — 11:30 a.m.: "Love ‘Em or Lose ‘Em: Getting Good People to Stay"

Sharon Jordan-Evans, co-author of "Love ‘Em or Lose ‘Em — Getting Good People to Stay," will focus on many of her 26 strategies that are designed to help a manager win the race to retain high-performing employees.

11:30 a.m. — 12:45 p.m.: (Technology Seminar) "E-learning in the Hospitality Industry"

Moderated by Larry Clark, director of training, Damon’s International, a panel of operators will discuss the pros and cons of technology training, how to start the technology training process and the ROI associated with some of the technologies in use. Panelists: Steve Schuller, director of training, Wyndham Hotels & Resorts; Judith Irwin, vice president, Human Resources and Training, Golden Corral; and Cheryl Tyler, vice president, Human Resources, R.M.D. Corp.

Noon — 1:30 p.m.: "The 21 Essential Practices of America’s Best Restaurant Operators"

Jim Sullivan, trainer, restaurateur and author, will detail 21 essential elements necessary to increase customer traffic, boost sales, improve service and re-energize a team to build a bottom line.

Noon — 1:30 p.m.: "Supplier Certification and Evaluation — The Naked Truth"

Presented by members of the NRA Foodservice Purchasing Managers Group and moderated by Tony Nieves, senior vice president, Purchasing, Hilton Supply Management, a panel of foodservice purchasing professionals will discuss product recalls, how strategic partner relationships can be improved and their criteria (including HACCP and CQ1 guidelines) for supplier certification. Panelists: Wayne Goldman, vice president, Strategic Sourcing, Star Purchasing Inc.; Mike Smith, director, Purchasing and Distribution, IHOP Corp.; Dan Crimmins, purchasing manager, University of Notre Dame; Steve Hester, senior director, Purchasing, Chick-fil-A; and Steven Bleecker, manager, Sourcing for Walt Disney World Procurement Services.

Noon — 1:30 p.m.: "Culture: Something Old, Something New, Something Borrowed, Something True"

In cooperation with the Council of Hotel and Restaurant Trainers (CHART), Michelle Zaino, director, Training and Development, P.F. Chang’s China Bistro, will outline how her chain tries to adapt to growth and change.

1:00 p.m. — 2:15 p.m.: (Technology Seminar) "Leveraging Technology to Enhance the Guest Experience"

Moderated by Dave Miller, founder and chairman, JTECH Communications, panelists will discuss how the implementation of various technologies has helped to improve both customer satisfaction and restaurant profitability. Panelists: Bob Snyder, senior manager, Operations Technology, Perkins Restaurant & Bakery; Michael DeLuca, John Altomare, senior vice president, Operations and Menu Development, Red Lobster/Darden Restaurants; and Rick Roman, co-owner and president, The Signature Room at the 95^th.

2:00 p.m. — 3:30 p.m.: "The Four T’s of Effective Restaurant Marketing"

William Millett, Ph.D., certified chef, restaurant owner and associate professor at Johnson & Wales University in Providence, R.I., will outline each of the "Four T’s" and how use of this marketing concept can bring about improved traffic counts.

2:00 p.m. — 3:30 p.m.: "How I Increased Sales in My Bistro/Bar By 700% in 7 Years"

Max Hitchins, motivator and author, will share the techniques he has learned through hands-on experiences that have helped him increase sales in his business by 700%.

2:30 p.m. — 4:00 p.m.: (Technology Seminar) "Managing in Real Time: The Return on Investment Opportunity"

Jim Melvin, CEO, Apigent Solutions, will describe the application of real-time, rule-based, exception-management technologies to restaurant operations. In addition, Dane Kimmerle, principal, Kimmerle & Associates, will detail key factors to consider when measuring the ROI of real-time applications.

Monday, May 20

10:00 a.m. — 11:15 a.m.: (Technology Seminar) "The Challenges and Expectations of Implementing an Online Purchasing System"

Martha Spezia, vice president, Purchasing and Product Development, Lettuce Entertain You Enterprises Inc.; Randy Brand, regional supervisor, Lettuce Entertain You Enterprises Inc.; and Bob Sullivan, president, Plitt Sea Foods, will discuss the challenges, efforts and financial results associated with online purchasing, as well as future plans.

10:00 a.m. — 11:30 a.m.: "Here Today, Here Tomorrow: Transforming Your Oganization from High-Turnover to High-Retention"

Gregory Smith, author of "Here Today, Here Tomorrow: Transforming Your Organization from High-Turnover to High-Retention," will offer tips, ideas and advice to managers, restaurant owners and supervisors on how not only to retain talented employees, but also to transform an entire workforce with a high-retention culture.

10:00 a.m. — 11:30 a.m.: "Train the Trainer for Restaurant Managers"

In cooperation with The Council of Hotel and Restaurant Trainers (CHART), Joleen Flory Lundgren, senior director, Training and Development for Buffalo Wild Wings Inc., will detail tactics for improving employee performance, reducing turnover and maximizing sales.

10:00 a.m. — 11:30 a.m.: "How to Prosper in Tough Times"

Bill Marvin, "The Restaurant Doctor," will present ideas that include: three things to be doing to protect profits; two programs that can help keep sales volume up; how to increase profitability and lower check averages; where to focus marketing efforts; and what sort of marketing should be done.

10:00 a.m. — 11:30 a.m.: "Resetting the Global Tables: An International Executives’ Panel"

Moderated by Joe Micatrotto, president and CEO, Buca di Beppo, a slate of international operators will share their perspectives on the global impact of the events of 9-11-01, the adoption of the Euro, technological advances and BSE, and how these changes have affected their operational approaches. Panelists: Richard Snead, COO, Carlson Restaurants Worldwide; Larry Cates, president, International Division, Applebee’s International Inc.; Sid Feltenstein, chairman and CEO, Yorkshire Global Restaurants Inc.; Chiaki Tanuma, president and CEO, Green House Co. Ltd.; Dieter Hannig, senior vice president, Walt Disney World; and Jim Kramer, vice president, International Franchising, McDonald’s Corp.

11:30 a.m. — 12:45 p.m.: (Technology Seminar) "Why Does My Restaurant Need A Computer? How Today’s Technology Can Benefit Restaurants of All Sizes and Budgets"

Moderated by Joe Skorupa, editor, Hospitality Technology magazine, panelists will share differing views on the types of technology needed to run a successful business, how to receive takeout orders through the internet without a computer, tools available to print menus from a computer and the latest trends in technology. Panelists: Sam Asano, founder, American Takeout; Carl English, founder and CEO, Dinerware; Dale Phelps, owner, Seattle Menu; Sara Miller, purchasing coordinator, Chart House Enterprises Inc., and Emily Salyer, operations manager, Cloud 9 Café.

Noon — 1:30 p.m.: "Service Excellence for Lifetime Loyalty"

Bob Brown, corporate trainer, consultant and author of "The Little Brown Book of Restaurant Success," will explain the building blocks of Star Service, steps to handle guest complaints and the "Art of Respectful Phrasing."

Noon — 1:30 p.m. "What’s on Charlie Trotter’s Mind?"

Charlie Trotter, chef, restaurateur, author and TV host, will discuss topics of interest to restaurateurs and chefs today, and reveal where the future might take him. In addition, he’ll comment on his philosophies and general topics during a Q&A period.

Noon — 1:30 p.m.: "Generations at Work: Managing the Clash of Veterans, Boomers, Xers and Nexters in Your Workplace"

Claire Raines, co-author of "Generations at Work: Managing the Clash of Veterans, Boomers, Xers & Nexters in Your Workplace," will explain why the four generations are different, what motivates them and how to help them get along.

1:00 p.m. — 2:15 p.m.: (Technology Seminar) "Integrated Labor Management … With an Emphasis on Integrated"

With moderator Barrs Lewis, president and CEO, Time Management Corp., a pair of experts will explain why seamless integration of labor management systems with POS, HR and payroll is the optimal approach to reducing labor costs. Panelists: Keith Webb, head of IT, Ruth’s Chris Steak House, and Doug Nelson, manager, Systems Training and Development, Rock Bottom Brewery.

2:00 p.m. — 3:30 p.m.: ""It’s Your EQ, Not Your IQ, That Counts"

Susan Clarke, an international speaker, author and certified behavior and values analyst, will discuss the importance of EQ (Emotional Intelligence) in getting hired, promoted and increasing income.

2:00 p.m. — 3:30 p.m.: "Motivating Today’s Exployees"

Bob Nelson, Ph.D., author of 18 books on management, will present research, stories and techniques to illustrate how employee rewards and recognition can help managers get the "best" performance from staff.

2:00 p.m. — 3:30 p.m.: "Responding to Community Needs — Serving Your Community While Helping Your Bottom Line"

Moderated by Joni Thomas Doolin, president, People Report, panelists will explain how their community programs have boosted morale among employees, increased awareness of their presence in their neighborhoods and helped their bottom lines. Panelists: Susan Goss, chef/owner, Zinfandel; David Goronkin, CEO, Buffets Inc.; Jennifer Percival, senior vice president, Family Resources, Buca di Beppo; Jim Broadhurst, chairman and CEO, Eat ‘n Park Hospitality Group; and Steve Stoddard, CEO, Restaurants Unlimited Inc.

2:30 p.m. — 4:00 p.m.: (Technology Seminar) "How Restaurants are Using Interactive Technology to Improve Overall Business Operations"

Moderated by Paul Rueter, president of CSP Information Group and editor of CSP Magazine, panelists will explain how interactive services can improve operations, communications, management and security for customers and employees. Panelists: Michael J. Upp, vice president, Marketing and Business Development, Westec InterActive; Dr. Kenneth R. Grove, vice president, Corporate Security, Darden Restaurants Inc.; John Usher, president, Ducks on the Pond; and Gene James, director, Loss Prevention, Jack-in-the-Box.

Tuesday, May 21

10:00 a.m. — 11:15 a.m.: (Technology Seminar) "Blended Food Safety Training"

Jeff Tenut, vice president, Product Development for the NRAEF, and Larry Clark, director of training, Damon’s International, will detail effective techniques for supplementing instructor-led food safety training with online training.

10:00 a.m. — 11:30 a.m.: "Hot Food on College Campuses"

In cooperation with the National Association of College & University Food Services (NACUFS) and moderated by Dean Wright, director, Dining Services, Brigham Young University, a panel of college and university foodservice directors will explore the trends on campuses in board and retail operations. Panelists: Dee Hardy, director, Dining Services, University of Richmond; J. Michael Floyd, department head, Food Services, University of Georgia; Nancy Jurich, director, Dining Services, University of California/Berkeley; and Debra Lee-Cadwell, director, Dining Services, Concordia College.

10:00 a.m. — 11:30 a.m.: "Wanted: Chef, 40-Hour Week, Full Benefits, No Weekends. Apply Here!"

In cooperation with the Dietary Managers Association (DMA), Pam Himrod, RD, CDM, CFPP, Dietary Managers Association; Cheryl Lucas, assistant vice president, Classic Residence by Hyatt; Joanne Brown, RD, Classic Residence by Hyatt; and Chef Martin Leonard, CDM, CFPP, Classic Residence by Hyatt , will discuss the expanding opportunities in the healthcare field for people with culinary backgrounds.

10:00 a.m. — 11:30 a.m.: "The Art of Customer Service"

In cooperation with the National Automatic Merchandising Association (NAMA), Dan Mathews, NAMA’s senior vice president and COO, will explain how to identify customer needs and utilize 14 approaches that are designed to build a winning team.

10:00 a.m. — 11:30 a.m.: "Building Business with Multicultural Consumers"

In cooperation with The MultiCultural Foodservice & Hospitality Alliance and moderated by Gerald Fernandez, MFHA president, panelists will share strategies on recognizing the unique needs of consumers to promote cultural understanding in the workplace, low-cost advertising to reach ethnic consumers, overcoming frequent minority patron service errors and leveraging cultural understanding to increase the return of diverse customers.

11:30 a.m. — 12:45 p.m.: (Technology Seminar) "Put Your Drive-Thru In the Fast Lane — Strategies to Increase Speed and Customer Service"

Daren Haas, director, Marketing, HM Electronics; Brian Baker, vice president, Operations, Sparagowski and Associates; Chad Thayer, product manager, Tricon-KFC Corp.; and Greg Sanders, editor/associate publisher, QSR Magazine, will discuss new techniques to speed up drive-thru and improve customer service.

Noon — 1:30 p.m.: "Learn What’s Hot and What’s Not in Booking, Cooking and Cashing in on Special Events"

In cooperation with the International Caters Association (formerly the National Caterers Association), Jack Milan, director, Education, International Caterers Association, and Mara Routh, an organizer of events surrounding the Super Bowl, the Olympic Games and the Atlanta Opera, will explore how to get, sell and keep catering clients in today’s market.

Noon — 1:30 p.m.: "Culinology: The New Discipline in Food"

Moderated by Bill "Pops" Hahne, president emeritus of the Research Chefs Association (RCA), panelists will explain how they interact through Culinology (the blending of culinary arts and food technology) to do new product development for large and small operators. Panelists: Renee Unger, president, Intercorp Excelle Foods Inc.; Greg Grisanti, research chef, Mane Inc.; and Johnny Law, executive chef, Kentucky Fried Chicken.

Noon — 1:30 p.m.: "Make It All Work: Foolproof Ways to Improve Labor Productivity and Profits"

In cooperation with the Foodservice Consultants Society International and moderated by Robin Ashton, publisher of Foodservice Equipment Reports, a panel of foodservice consultants will discuss different approaches to making labor more efficient. Panelists: Ken Ellerth, McDonald’s Corp.; Bob Pacifico, Romano-Gatland; and Brian Sill, Deterministics.

Noon — 1:30 p.m.: "Leadership E2 (Embrace & Execute)"

In cooperation with the International Food Service Executives Association (IFSEA), Mario Ponce, director, Restaurant Operations for Rosebud Restaurants, will present facts, anecdotes and information that can help lead a business into the future.

1:00 p.m. — 2:15 p.m.: (Technology Seminar) "Savoring the Benefits of Energy Efficiency: Using Energy Star to Increase Your Restaurant’s Profitability"

Kate Lewis, senior marketing manager and a restaurant operator, will provide an overview of the energy challenges for restaurants and will outline the range of resources available from Energy Star.

2:00 p.m. — 3:30 p.m.: "Get Real. Are You Truly Setting Your New Employees Up for Success?"

In cooperation with The Council of Hotel and Restaurant Trainers (CHART), Steve Schuller, director of training, Wyndham Hotels & Resorts, will explore 10 cost-effective ways to reduce turnover among new staff members and set them up for success in their positions.

2:00 p.m. — 3:30 p.m. "Overcoming Training Language Barriers"

Moderated by Jeff Tenut, vice president, Product Development for the NRAEF, a panel of operators will explain which training programs have worked and what tools are needed to develop a successful multi-lingual program. Panelists: Scott Matthews, vice president, Marketing and Communications, Maritz Learning; Doug Gammon, senior vice president, Human Resources and People Development, Taco Cabana; and Larry Clark, director of training, Damon’s International.