Industry Week Show Guide 2021 by OPI

November 7-12, 2021

Orlando, Florida

Together again! ISG wishes you a warm welcome to Orlando to meet up with industry friends and colleagues.

Inside

All you need to navigate the show, including full details of the informative seminar sessions, hotel and tradeshow floorplans, exhibitor details, guides to local attractions and much, much more!

Show Guide Sponsor

show guide

your MUST guide to In HAVE dust Week ’21 ry

Contents

Contents 4.

Hotel Floorplan and Safety Guide Find your way around and learn about the safety precautions we have put in place for you

A Welcome from Mike Gentile President & CEO welcomes you to Orlando

A Welcome from Visit Orlando A few words from Casandra Matej

10. The Indy City Some photos of the last time we met 12. The Industry Week App How to download our handy mobile app 14. Orlando: What to Do… A few suggestions for things to do locally if you have time 16. Orlando: Where to Eat… Some restaurants you might enjoy 18. Pinnacle Agenda A quick glance schedule for Pinnacle members 21. Giving Back Please give some time to help us help others 22. General Session Find out who will be speaking at our keynote event

24. NAOPA It’s awards time! 26. S.P. Richards General Session Your wholesaler speaks to you 28. Welcome Reception A chance to meet and greet each other once more 30. Industry Week ’21 Agenda The week’s activities at a glance 34. Seminar Grid Educational offering at a glance 36. Seminar Details Read more about the seminars and speakers we have lined up

16 28

46. BSA Forum & Awards Details of BSA’s offerings for manufacturer attendees 49. Essendant General Session Your wholesaler speaks to you 50. Tradeshow Floorplan 52. Tradeshow Listings 54. Closing Party It’s a big night out to thank you for coming and send you on your way 56. ISG Team 58. EBE Team 59. Thank You to Our Sponsors

Did you know…? Show Guide Sponsor

Disney World is not Orlando’s first theme park! Gatorland is! Gatorland opened way back in 1949 whereas Magic Kingdom, Walt Disney Parks and Resorts’ first amusement park, opened much later in 1971.

Hotel Guide

SAFETY GUIDE ISG and Orlando World Center Marriott take your health and safety very seriously. We will provide masks and hand sanitizer for all attendees. These will be located at the registration desk as well as throughout the meeting space. We will also be providing colored stickers to indicate your personal level

of comfort for social distancing. Please select and wear on your badge the sticker appropriate to your comfort level. You will see some socially distanced chairs in the back rows of meeting rooms for those that want to keep their distance.

 Green indicates you are comfortable with handshakes and hugs.  Yellow indicates you are OK with a little closeness, but no physical contact.  Red indicates you prefer to keep a safe distance.

Many thanks to our Premiere Sponsor

Welcome

Dear Industry Week Attendees Welcome to Industry Week ’21. Needless to say, these have been unprecedented times for all of us personally and professionally. The members of ISG have demonstrated just how resilient and committed we are to the spirt of Independence. We are proud to highlight many examples of that spirit this week. So, enjoy the time we have, renew previous relationships with your peers and our suppliers, and forge new ones. Safety We have taken numerous precautions to ensure everyone’s safety during our time together this week. Along with closely monitoring CDC data, we strongly recommended that Industry Week ’21 attendees be vaccinated or produce a negative COVID test 72 hours prior to arrival. We have also provided masks and hand sanitizer that can be found at both the registration desk and throughout the meeting space.

You will also notice green, yellow and red stickers that indicate each attendees level of comfort with social distancing and interaction. We thank you for joining us and look forward to spending time with you over the next few days. There are so many things going on this week, let’s take a quick look at just some of the highlights. Tradeshow One the most impactful benefits to you at Industry Week ’21 is spending time with the suppliers that support ISG and the independent dealer channel. On Thursday, be sure to visit the exhibitor booths to learn about new categories, services and products to help drive your business. Also, don’t forget to take advantage of the many valuable Show Specials that are available! Each year members tell us that they routinely save significant dollars on the exclusive show specials available to attendees. Savings that immediately translate into bottom line dollars!

Many thanks to our Premiere Sponsor

Welcome

In-Person Meetings & Discussions It is long overdue and now is the time to meet in person during the Pinnacle 1on1s and Peer Exchange, NEXT Peer Exchange, wholesaler specific sessions and the BSA Forum. Our Seminars are all about learning new ideas from your peers. From panel discussions on best practices, to roundtable discussions and more – the content is all for you! Learn from your fellow dealers and some expert speakers, discover new information and ideas relevant to your business, and walk away with tips and tactics YOU can implement back in your business! Be sure to jot down those to-dos, takeaways and “ahha” moments to refer to when you’re back in the office. Finally, back by popular demand is a Town Hall Meeting with your Board of Directors, where you will hear about the strategic plans of your group and are able to ask questions of your directors. Giving Back and Making a Difference Once again, we are all about making a difference and giving back in our industry, and have several events you can participate in at Industry Week ’21. On Tuesday, you will have the opportunity to participate in the Caring Square project supporting non-profits in the Orlando area. You can select one or more unique and creative activities, such as designing an “Art of Giving Canvas Mural,” “Build-a-Cuddle Buddy,” or “Design a Tote Bag or Cape,” all donated to local hospitals and youth organizations.

You will also have a number of opportunities to donate to City of Hope during Industry Week ’21 – through our event registration process, at the City of Hope booth during the Exhibitor Tradeshow and by purchasing some silly badge ribbons at our registration desk, all for a great cause! If that isn’t enough, exhibitors are also doing their part to help children succeed in Orlando schools by donating tradeshow products to the “A Gift for Teaching” organization. Meanwhile at our Welcome Party on Wednesday, in addition to the great food, drink and networking opportunities, you can play some fun, interactive games such as Corn Hole Toss or try for a hole-in-one with our Mini Golf and donate to City of Hope for each game you play. Take the Time to Say Thanks Of course, we want to recognize the generous support of our exhibitors and sponsors, so please make a point of thanking them during your time at Industry Week ’21 with a special thank you to S.P. Richards, our Premiere Sponsor! Also, during the next couple of days, please take the time to thank the staff and board members for their support in making Industry Week ’21 a huge success! Finally, we want to thank you for being here and wish you an enjoyable and productive time this week. If there is anything we, our staff or board members can do to help you during the event, don’t hesitate to reach out to us.

Did you know…? Show Guide Sponsor

Walt Disney World in Orlando is the largest Disney park in the world. The property is spread over 25,000 acres and employs more 75,000 people. It is, in fact, the USA’s largest single site employer!

Welcome to Orlando

Greetings! Welcome to Orlando, Theme Park Capital of the World and America’s No. 1 overall meetings destination. We’re honored to host Industry Week ’21, powered by ISG, and we look forward to an unforgettable, high-impact event. As America’s most popular destination, Orlando offers plenty to explore and enjoy, including world-class entertainment and attractions, dining and nightlife, shopping, outdoor adventures, arts and culture, and more. Whether you’re a first-time visitor or a frequent traveler to our destination, there is always something new and unexpected. During your stay, the Orlando World Center Marriott, a trusted partner of Visit Orlando, stands ready to provide superlative service with first-class meeting facilities, comprehensive health and safety standards, top-of-the-line amenities and, as always, a special commitment to hospitality that makes our destination such a warm, welcoming place. Nearby, popular after-hours spots include Disney Springs, Universal CityWalk, the I-Drive District and Restaurant Row. We hope you enjoy your time in Orlando, and we invite you to come back again soon. In your service,

Casandra Matej President & CEO Visit Orlando

Did you know…? Show Guide Sponsor

The Backstreet Boys originated in Orlando. The band is named after the city’s Backstreet Market, a now defunct flea market where the group used to hang out.

Last Show

The Indy City Industry Week powered by ISG marks the start of a new era of trade shows in our business, but ISG’s last big meeting in Indianapolis back in 2019 is probably the last time the IDC gathered in such numbers. We thought it would be good to take a look back at some of the memories from those three days of fun, learning and opportunity.

Many thanks to our Premiere Sponsor

Last Show

Did you know…? Show Guide Sponsor

Marriott chose Orlando to be the city where they built the world’s largest Marriott – our very own 2,000-room mega-resort – the Orlando World Center Marriott Resort and Convention Center, home to Industry Week.

App WANT TO STAY CONNECTED TO EVERYTHING HAPPENING WHILE YOU ATTEND INDUSTRY WEEK ’21? DOWNLOAD THE INDUSTRY WEEK ’21 MOBILE APP ON ANDROID OR iOS AND YOU CAN! • View the full agenda and related information (seminar room locations and times) and your own personal schedule. • Review seminar descriptions, speaker information and provide feedback after you attend each session. • View all attendees and connect with them to find networking opportunities. • View the exhibitor list, sponsors and tradeshow map to plan your conversations. • Access all Show Specials, so you don’t miss opportunities to save! • Interact with a real-time activity feed to keep track of what people are saying, view photos, and find trending seminars and topics. • Take part in the City of Hope Fundraiser at the Welcome Reception, by donating in person or through the app. • See the airport transportation information, hotel parking and more!

HOW TO DOWNLOAD THE APP: 1) Find and download the CrowdCompass Events App from the App Store or Google Play Store. 2) Search “Industry Week 2021” in the search bar. 3) Enter your name and the email address with which you registered for Industry Week ‘21 and use password: industryWeek2021 4) You will be asked to verify your account the first time you login. A six-digit verification code will be sent to you via email, be sure to check your junk/spam folders!

SPONSORED BY

Many thanks to our Premiere Sponsor

Orlando

What to do …

THERE’S MORE TO ORLANDO THAN JUST THEME PARKS (ALTHOUGH THOSE ARE GREAT!) HERE ARE A FEW IDEAS… VISIT THE ABRACADABRA ICE CREAM FACTORY

STUNNING VIEWS FROM THE WHEEL AT ICON PARK This huge 400ft Ferris wheel is located about 15 minutes away from the Orlando World Center Marriott in ICON Park. You can purchase a ticket to ride in your own capsule for the amazing 18-minute journey. Enjoy some stunning, panoramic views from the top, with Cape Canaveral, Disney World, Universal Orlando and the Downtown area of the city all visible. If you want to avoid long lines, the best time to visit is early in the morning when the park opens or later in the day. However, if you want to catch views of a glimmering Orlando, come in the evening. You can purchase combo tickets to include Madame Tussauds, Sea Life Orlando or the Starflyer. Alternately, you can buy the slightly more expensive Play Pass that includes eight attractions and also offers a number of dining and shopping discounts.

Just 25 minutes away from the Orlando World Center Marriott is the Abracadabra Ice Cream Factory. This isn’t your average ice cream shop. This unique ice cream joint uses liquid nitrogen to freeze your own ice cream creations right in front of you. First choose a size, a base type and flavor of ice cream, and then your toss-ins. There are a plethora of options to choose from like cookie dough, gummy bears, pineapple, coconut and marshmallow. Once you’ve made all your choices, the liquid nitrogen (at up to 328º below zero) does the rest, freezing your ice cream in seconds. Watching the staff spin your bowl of ice cream in a cloud of cold nitrogen is super exciting! Although the Abracadabra Ice Cream Factory specializes in ice cream, they also have a menu of pizza, wraps, subs, chicken wings and a selection of appetizers. The shop has a large patio where you can enjoy the food all year round. If you have kids in tow, they will love Abracadabra’s bounce houses, which are free to enjoy as long as you make a food or ice cream purchase.

Many thanks to our Premiere Sponsor

Orlando DROP INTO DISNEY SPRINGS TO SHOP AND GRAB A BITE

SWIM WITH THE MANATEES IN CRYSTAL RIVER

Just a short five-minute drive from The Orlando World Center Marriott is Disney Springs, a shopping and restaurant district located on the Disney World property, but you don’t need a resort ticket to explore the area. There is plentiful shopping with more than 100 retailers. Available options cover just about every style preference and budget – from coveted brand names to unique boutiques. Restaurant choices are also plentiful (see pages 16 & 17 for a few choices) and themed restaurants on site include Planet Hollywood, T-Rex and Rainforest Cafe. There’s no shortage of activities on offer, from “amphicar” tours that take in views from both land and lake; a helium balloon to take you up, up and away (well, you’re tethered to the ground); and the NBA Experience where you can live out your basketball fantasies with 13 unique activities that blend NBA action with Disney theme park magic. There is also a free shuttle bus service that operates hourly from the hotel to Disney Springs from 5:00pm10:00pm daily. A reservation is required, which may be made either with the concierge or online.

Crystal River is a coastal city located in western Florida, about an hour and a half’s drive from Orlando. Once there, the Kings Bay Manatee Refuge is the manatee capital of the world. During the winter, when the water starts to cool in the Gulf of Mexico, the manatees come to Kings Bay. Since it is spring fed, the water temperature remains constant at around 72ºF. With more than 70 springs, Kings Bay is the largest natural winter refuge for manatees in the world, hosting over 550 of the incredible creatures each winter. The best time to view is November to March. It’s also one of only a few places in the world where you can have the in-water experience of swimming with manatees in their own natural environment. For more information, visit www.visitcitrus.com, email info@visitcitrus.com or phone the Citrus County Visitors and Convention Bureau at (800) 587-6667 or (352) 794-5506.

Did you know…? Show Guide Sponsor

The World’s Largest Entertainment McDonald’s, the Epic McD, is in Orlando. It is 19,000 sq ft, and contains a huge play area and an arcade with over 100 games.

A FR SHUTTLE EE RUNS BET SERVICE HOTEL A WEEN THE ND SPRING DISNEY EVENING S EVERY .B REQUIRED OOKING EITHER ONLINE OR WITH TH CONCIER E GE.

Orlando

Where to eat …

CHEF ART SMITH’S HOMECOMIN’

MORIMOTO ASIA 1600 EAST BUENA VISTA DRIVE LAKE BUENA VISTA, FL 32830 (407) 939-6686 WWW.PATINAGROUP.COM/MORIMOTO-ASIA RESERVATIONS STRONGLY RECOMMENDED The brainchild of Japanese master chef Masaharu Morimoto of Iron Chef America fame. Morimoto Asia is his first “pan-Asian” restaurant featuring flavors and cooking styles from different regions of eastern Asia. You’ll find Chinese, Japanese and Korean influences here. The Crispy Popcorn Shrimp Tempura, Portobello Mushroom Fries, Morimoto Spare Ribs, the Morimoto “Buri-Bop” and the Tonkotsu are all dishes of note. The venue’s massive two-story interior boasts glittering, 20ft-long chandeliers, Shanghai-inspired lounges, private dining spaces and a secondlevel sushi bar. There’s also a VIP-style lounge and an exhibition kitchen that provides behind-the-scenes views of the chefs in action. The restaurant also offers an omakase at its sushi bar – a very special experience, in which you put your trust in the chef to deliver an unforgettable multi-course meal. At Morimoto Asia, this is typically five to seven courses and features the freshest fish flown directly from Japan, along with other specialty ingredients reserved exclusively for this unique feast.

1602 E BUENA VISTA DRIVE LAKE BUENA VISTA, FL 32830 (407) 560-0100 WWW.HOMECOMINKITCHEN.COM RESERVATIONS STRONGLY RECOMMENDED One of the top-rated restaurants in Disney Springs, where Florida native Chef Art Smith pays homage to the state’s rich agricultural heritage by highlighting local ingredients and farm-to-table cuisine. Smith, known from his time as Oprah’s private chef and as a judge on the TV show BBQ Pitmasters used to run Table Fifty-Two in Chicago, Art and Soul in D.C., Southern Art & Bourbon Bar in Atlanta and LYFE Kitchen Palo Alto. Smith has been awarded two honors from the James Beard Foundation and began his career with a culinary internship in the Walt Disney College Program. The menu is described as “Florida heritage meets new Southern cuisine” and offers local favorites such as homemade pimento cheese, Church Lady Deviled Eggs, low country Shrimp and Grits, and Fried Catfish served with house-made hushpuppies. The signature dish is Art’s Famous Fried Chicken, which is brined in buttermilk for 24 hours, then fried and served with “creamy mashed potatoes, a cheddar drop biscuit, and love.”

Many thanks to our Premiere Sponsor

Orlando ENZO’S HIDEAWAY DISNEY SPRINGS, 1560 E BUENA VISTA DRIVE LAKE BUENA VISTA, FL 32830 (407) 560-8466 WWW.PATINAGROUP.COM/ENZOS-HIDEAWAY It is cleverly themed as a Jazz-era speakeasy, but Enzo’s Hideaway is actually located in a former access tunnel for Downtown Disney. Italian fare includes Eggplant Parmesan, Roasted Chicken Saltimbocca and Nonna’s Pasta for Two – which mixes penne, braised short ribs, sausage and meatballs in tomato sauce with Béchamel. The cocktails are delightful and the Tunnel Bar is known for its hospitable bartenders, swinging music and humorous graffiti. There are more hearty dishes to try upstairs from Enzo’s Hideaway at Maria and Enzo’s Ristorante, which is a more traditional Italian restaurant. Pasta, which is made fresh on the premises, is featured in entrees such as Three Cheese Ravioli and Chicken Parmigiana. The Salmone (available for brunch), which is served with roasted vegetables and fingerling potatoes, is especially good. The lunch specials at Maria and Enzo’s can’t be beaten for price, quality and quantity.

JALEO BY JOSÉ ANDRÉS 1482 E BUENA VISTA DRIVE ORLANDO, FL 32830, USA (321) 348-3211 WWW.JALEO.COM Savor the flavor of Spain in a vibrant atmosphere where you can kick back, relax and feast on an impressive menu that showcases the rich, regional diversity of traditional and contemporary Spanish cuisine. Spain is known for tapas, small-plate dishes that are meant to be shared. Jaleo has a menu full of these smallplates of delight such as Jamón Serrano (Serrano ham), Gambas al ajillo (shrimp with garlic), and Tortilla de patatas, a delicious omelette prepared with potatoes that is one of the country’s national dishes. The mastermind behind the restaurant is noted chef and humanitarian, Jose Andrés. If you have a group of eight or more, consider getting Paella y Arroces. This famous dish, which originated in Valencia, incorporates various fresh ingredients and is prepared with Bomba rice. Jaleo features a different paella each day, all cooked over a wood-fired pit. A premier selection of sangrias, Spanish wines and sherries is also available. Living up to a name that means “revelry,” this lively multi-level setting is perfect for families, groups and business get-togethers.

Did you know…? Show Guide Sponsor

If you were to eat breakfast, lunch and dinner at a different Orlando restaurant every day, it would take you almost five years to eat at all of them.

Pinnacle

SUN - WED

SUNDAY, NOVEMBER 7 2:00pm - 6:00pm REGISTRATION DESK OPEN Palms Registration MONDAY, NOVEMBER 8 7:00am - 6:00pm REGISTRATION DESK OPEN Palms Registration 8:00am - Noon PINNACLE ONE-ON-ONE MEETINGS Suites

Pinnacle planner As part of Industry Week ’21, powered by ISG, Pinnacle members have the opportunity to meet with Pinnacle 1on1 Suppliers on a face-to-face basis in a series of timetabled 15-minute meetings. Each Pinnacle member will receive their own schedule for these appointments, but the general session times can be found below. On Monday, Tuesday and Wednesday morning, there is a Hospitality Suite available for Pinnacle Members in the Emerald Suite, as well as separate lunch sessions for Pinnacle members and suppliers in the Florida Ballrooms on the 2nd level of the North Tower. The same location will host dedicated Pinnacle breakfast meetings on Tuesday and Wednesday (members only). On Monday, there is also an opportunity to meet with fellow Pinnacle members in a peer exchange session in the Canary Ballroom in the main convention center, giving you a chance to discuss any new ideas or industry trends that might help fellow dealers. Then, after a 45-minute recess, the Pinnacle Dinner will take place in the Crystal Ballroom.

12:15pm - 1:00pm PINNACLE LUNCH Pinnacle members and suppliers are invited to join us for lunch in the Florida Ballrooms on the 2nd level of the North Tower. 1:15pm - 2:30pm PINNACLE ONE-ON-ONE MEETINGS Suites 2:45pm - 5:15pm PINNACLE PEER EXCHANGE Exchange ideas and learn new concepts from your Pinnacle peers in the Canary Ballroom in the main convention center. Pinnacle members only. 6:00pm - 8:00pm PINNACLE DINNER Pinnacle members and suppliers are invited to join us for dinner in the Crystal Ballroom. TUESDAY, NOVEMBER 9 7:00am - 8:00am PINNACLE BREAKFAST Florida Ballrooms on the 2nd level of the North Tower.

Many thanks to our Premiere Sponsor

7:00am - 7:00pm REGISTRATION DESK OPEN Palms Registration 8:00am - Noon PINNACLE ONE-ON-ONE MEETINGS Suites Noon - 1:00pm PINNACLE LUNCH Pinnacle members and suppliers are invited to join us for lunch in the Florida Ballrooms on the 2nd level of the North Tower. 1:00pm - 6:00pm PINNACLE ONE-ON-ONE MEETINGS Suites WEDNESDAY, NOVEMBER 10 7:00am - 6:00pm REGISTRATION DESK OPEN Palms Registration 7:00am - 8:00am PINNACLE MEMBERS ONLY BREAKFAST Florida Ballrooms on the 2nd level of the North Tower 8:00am - 11:30am PINNACLE ONE-ON-ONE MEETINGS Suites 3:45pm - 5:30pm PINNACLE ONE-ON-ONE MAKEUP MEETINGS Suites

Can you help? THE IDC HAS A PROUD HISTORY OF GIVING, DONATE YOUR TIME AT INDUSTRY WEEK ’21 Industry Week ‘21 Gives Back! Please join us on Tuesday in Crystal H for a fun and rewarding event sponsored by HON and NEXT. You will have the opportunity to participate in the Caring Square Project supporting non-profits in the Orlando area. You can select one or more of the unique and creative activities, such as designing an “Art of Giving Canvas Mural,” “Build-a-Cuddle Buddy,” or “Design a Tote Bag or Cape,” all donated to local hospitals and youth organizations. You’ll have the chance to make new friends and network with old friends, all while giving back to the community. Let’s show up in force and put smiles on some children’s faces! City of Hope Fundraiser Once again, we are all about making a difference and giving back in our industry. We have several fun events you can participate in at Industry Week ‘21 starting at the Welcome Reception and City of Hope Fundraiser. In addition to the great food, drink and networking opportunities, you can play some fun, interactive games such as Corn Hole Toss or try for a hole-in-one with our Mini Golf and donate to City of Hope for each game you play. You will also have other opportunities to donate to City of Hope during Industry Week ‘21 -- through our event registration process, at the City of Hope booth during the Exhibitor Tradeshow and by purchasing some silly badge ribbons at our registration desk, all for a great cause!

TUES - WED

Giving Back

About City of Hope City of Hope is an independent biomedical research and treatment center for cancer, diabetes and other life-threatening diseases. Founded in 1913, City of Hope is a leader in bone marrow transplantation and immunotherapy. Its translational research and personalized treatment protocols advance care throughout the world. Human synthetic insulin, monoclonal antibodies and numerous breakthrough cancer drugs are based on technology developed at the institution. AccessHope, a wholly-owned subsidiary, was launched in 2019, dedicated to serving employers and their health care partners by providing access to City of Hope’s exceptional cancer expertise. A National Cancer Institute-designated comprehensive cancer center and a founding member of the National Comprehensive Cancer Network, City of Hope is ranked among the nation’s “Best Hospitals” in cancer by U.S. News & World Report. Its main campus is located near Los Angeles, with additional locations throughout Southern California and in Arizona. For more information about City of Hope, you can follow its social media accounts on on Facebook, Twitter, YouTube or Instagram. For nearly four decades, City of Hope’s National Business Products Industry has raised more than $220 million towards life-saving cancer and diabetes research. Support the 2021 Sustain Hope fundraising campaign honoring Greg Gibson of International Paper by making a personal contribution towards City of Hope’s life-saving mission to finding cures.

Did you know…? Show Guide Sponsor

Walt Disney World estimates that since it opened in 1971, a staggering 1.65 million pairs of sunglasses have been handed in to its Lost and Found Department.

General Session

General Session Knowledge CYPRESS BALLRO OM 12:30PM

WEDNESDAY

JOIN US ON WEDNESDAY FROM 12:30PM - 1:45PM AS WE MEET TO DISCUSS THE POST-PANDEMIC FUTURE OF OUR INDUSTRY WITH OUR GUEST PANEL This year’s General Session will take place immediately after lunch on Wednesday in the Cypress Ballroom. This keynote event will begin with an opening address by ISG President and CEO Mike Gentile, followed by a short speech by Mike Maggio, President and CEO of our Premiere Sponsor S.P. Richards. Then we move on to the main attraction! A panel of industry experts who will discuss the topic: From Crisis to Opportunity – Capitalizing on a post-Pandemic Environment. This session will aim to provide actionable takeaways and key insights to help independent resellers thrive in the post-pandemic world Discussion topics will include: • Exploiting customer behavioral changes • Opportunities in the workplace of the future • Capitalizing on an intensified appreciation of cleaning and sanitation • New sales models • Streamlining the supply chain • Sustaining awareness of the importance of local independent businesses, in Washington and at a local level

Many thanks to our Premiere Sponsor

General Session Clockwise from top left: Beth Wright, Steve Danziger, Stacy Mitchell, Nick Lomax

WEDNESDAY

The panel will consist of: • Beth Wright - Vice President Sales, Americas, Fellowes Brands • Stacy Mitchell - Co-director, Institute for Local Self-Reliance • Nick Lomax - Senior Vice President of Jan/San, S.P. Richards • Steve Danziger - Founder & CEO, AAA Business Supplies & Interiors The discussion will be moderated by Steve Hilleard, Chief Executive Officer of OPI. Steve will then hand over the floor to his OPI colleague, Janet Bell, for the presentation of the 2021 NAOPAs (North American Office Products Awards). For more details on the awards, see page 24.

ISG MEMBERS ONLY MEETING

2:00pm - 3:30pm Following the General Session, and after a short break, there will an ISG Members Only Meeting where we will cover group housekeeping, together with a speech by ISG Chairman Jordan Kudler. There will then be another panel discussion, hosted by Janet Collins, Partner at TurningPoint Strategy. The discussion is entitled The Art of the Pivot and the panel will be comprised of ISG members that were innovative during the pandemic, who will talk about what they did, what they learned and how they are using that information moving forward. They are: • Lincoln Dix, Storey Kenworthy • Andy Todd, Snap Supplies • Rosemary Czopek, Gorilla Stationery • Charlie Kennedy, Kennedy Office After the panel, ISG’s EVP Sales & Marketing Charles Forman will give an overview of the “Our Co-op, Our Success” program, in which he will speak on the value of belonging to a co-op as well as information on the key benefits of the program itself, including: RDC & Direct Buy, Marketing, Value-Added Programs & Services, and Facilities Supplies.

Did you know…? Show Guide Sponsor

Orlando wasn’t incorporated as a city until 1875. Its population at the time? Eighty-five. Only 22 of those residents were eligible to vote back then.

NAOPA

WEDNESDAY

It’s awards time! NAOPA 2021 WHO WILL WIN THIS YEAR’S AWARDS?

Join us on Wednesday at the the General Session for the hotly anticipated return of the North American Office Products Awards (NAOPAs), presented for the first time in association with Industry Week ’21, powered by ISG. The awards will be hosted by OPI Director Janet Bell. As with previous years, the NAOPAs are split into two sections: vendor and individual awards. Unsurprisingly, there have been a few tweaks to the vendor awards this year to reflect the current industry situation, with five main product categories representing the much broader array of business supplies available within our sector, as well as the ever popular People’s Choice Award, voted for by YOU! (See opposite for more details.) The indivual awards are comprised of three accolades: Young Executive of the Year, Professional of the Year and Industry Achievement. These personal and prestigious awards focus on people who have made outstanding contributions to the independent dealer channel in the North American business supplies industry. The shortlists for the five main product catergories are: Best Product – Core Business Product 3M: 3M CLAW Drywall Picture Hanger 3M: Post-it Flex Write Surface Avery: Avery PermaTrack Metallic Asset Tag Labels COLOP: e-mark Kensington: UVStand Monitor Stand with UVC Sanitization Compartment

Best Product – Facilities, Breakroom, Safety & Infection Control 3M: Scotch-Brite One Step Disinfectant & Cleaner ACCO Brands: Leitz TruSens Z-3500 Smart Air Purifier Fellowes Brands: AeraMax Pro Kensington: UVStand Monitor Stand with UVC Sanitization Compartment OttLite Technologies: OttLite Sanitizing Desk Lamps Best Product – Furniture & Design C-Line Products: Chair Cubbies Ghent: Pointe Mobile Glassboard & Partition Special-T: CORE by Safe-T Special-T: LINK Flip & Nest Collaboration Table Victor Technology: DC830B 3ft Electric Height Adjustable Standing Desk Best Product – Technology COLOP: e-mark Kensington: StudioCaddy with Qi Wireless Charging for Apple Devices Kensington: VeriMark Guard Fingerprint Keys OneScreen: OneScreen GoSafe Xebec: Xebec Tri-Screen 2 Innovation of the Year 3M: 3M CLAW Drywall Picture Hanger 3M: Post-it Flex Write Surface Kensington: StudioDock iPad Docking Station Kensington: StudioCaddy with Qi Wireless Charging for Apple Devices Newell Brands: Sharpie S-Gel Pen

Many thanks to our Premiere Sponsor

WEDNESDAY

NAOPA

The final product-related vendor award is the popular People’s Choice Award. This is an award chosen by you from the top scoring products in this year’s NAOPAs. These are exceptional entries that have impressed the judges and now it is up to you to choose your favorite. The shortlist is below and you can now vote either using the Industry Week ’21 App or by visiting the awards website at www.opi.net/peopleschoice2021. It is a real honor to win this award, so make sure you vote and help us reward a great product! You only have two votes so choose wisely. The People’s Choice Shortlist • 3M: 3M CLAW Drywall Picture Hanger • 3M: Post-it Flex Write Surface • 3M: Scotch-Brite One Step Disinfectant & Cleaner • Kensington StudioCaddy with Qi Wireless Charging for Apple Devices • Kensington StudioDock iPad Docking Station • Kensington UVStand Monitor Stand with UVC Sanitization Compartment • Kensington VeriMark Guard Fingerprint Key • ACCO Brands: TruSens Z-3500 Smart Air Purifier • Avery Products: Avery PermaTrack Metallic Asset Tag Labels

• • • • • • • • • •

C-Line Products: Chair Cubbies COLOP: e-mark Fellowes Brands: AeraMax Pro Ghent: Pointe Mobile Glassboard & Partition Newell Brands: Sharpie S Gel Pen OneScreen: GoSafe Entryway Management System OttLite Technologies: OttLite Sanitizing Desk Lamps Special-T: CORE by Safe-T Special-T: LINK Collaboration Tables Victor Technology: DC830B 3ft Electric Height Adjustable Standing Desk • Xebec: Xebec Tri-Screen 2

Did you know…? Show Guide Sponsor

In 1984, Joseph Kittinger, who grew up in the Orlando area became the first hot air balloon pilot to cross the Atlantic Ocean.

S.P. Richards

S.P. Richards WEDNESDAY

General Session

WELCOME MESSAGE TO S.P. RICHARDS CUSTOMERS FROM MIKE AND YANCEY

CRYSTAL It’s hard to believe that it has been more BALLRO OM than two years since we’ve all been D together. A pandemic, a sale and now 5PM the challenges of the global supply chain, what a world! One thing that has remained constant for SPR…our steadfast dedication to you, our customers, our supplier partners, and our commitment to the success of the IDC. “The opportunity to come together in person for this show will be a bright spot in a tumultuous 2021,” said Mike Maggio, President and CEO of SPR, “myself and Yancey look forward to meeting with many of our customers and potential customers throughout the event.” We look forward to seeing new and familiar faces at our General Session on Wednesday at 5:00pm, where we will enjoy a toast to you as well as an interactive discussion about the current and future state of the SPR business. Do not miss this opportunity to meet some of SPR’s leadership. Enjoy the show and stop by our booth (#401) during the tradeshow to say “hello.” SPR More than Wholesale… the Whole Package.

Mike Maggio

Yancey Jones

Many thanks to our Premiere Sponsor

Welcome Reception

WEDNESDAY

Pool Party

JOIN US ON THE POOL DECK TO WIND DOWN AFTER A BUSY WEDNESDAY AND ENJOY SOME NETWORKING, FOOD, DRINK AND THE COMPANY OF COLLEAGUES

POOL D ECK 6:30PM

Wednesday is an action-packed day at Industry Week ’21, with the ISG General Session, NAOPA Awards, NEXT Peer Exchange, ISG Members Meeting, a packed seminar program and continuing Pinnacle one-on-one meetings. No doubt you will need to relax and unwind at the end of it all, so why not join us in the beautiful surroundings of the Orlando World Marriott’s beautifully refurbished swimming pool from 6:30pm - 8:00pm. Let’s face it, we’ve not seen as much of each other as we might have over the last year and a

half, so this is a great time to finally catch up with all the old friends and colleagues you haven’t seen since those days before the you-know-what struck! It’s also a fantastic way to meet new friends and networking partners! There’ll be great food and cocktails available as well as the chance to help make a difference. We’ll be running several fun, interactive games – including cornhole toss and mini golf – for you to enjoy and donate to City of Hope at the same time. Come and join us – it will be great to see you all again!

Many thanks to our Premiere Sponsor

Agenda

Week at a Glance SUNDAY, NOVEMBER 7 2:00pm - 6:00pm

Registration Desk Open

Palms Registration Desk

MONDAY, NOVEMBER 8 7:00am - 6:00pm 8:00am - Noon

Registration Desk Open

Palms Registration Desk

Pinnacle One-on-One Meetings

Suites

12:15pm - 1:00pm Pinnacle Lunch

Florida Ballrooms (North Tower)

1:15pm - 2:30pm 2:45pm - 5:15pm 6:00pm - 8:00pm

Pinnacle One-on-One Meetings

Suites

Pinnacle Peer Exchange

Canary 1-2

Pinnacle Dinner

Crystal J2, M

TUESDAY, NOVEMBER 9 7:00am - 7:00pm 7:00am - 8:00am 8:00am - Noon Noon - 1:00pm 1:00pm - 6:00pm 5:00pm - 6:30pm

Registration Desk Open

Palms Registration Desk

Pinnacle Breakfast

Florida Ballrooms (North Tower)

Pinnacle One-on-One Meetings

Suites

Pinnacle Lunch

Florida Ballrooms (North Tower)

Pinnacle One-on-One Meetings

Suites

Giveback Event

Crystal H

Many thanks to our Premiere Sponsor

Agenda WEDNESDAY, NOVEMBER 10 7:00am - 6:00pm 7:00am - 8:00am 7:00am - 8:00am

Registration Desk Open

Palms Registration Desk

Breakfast

Cypress Ballroom

Pinnacle Members Only Breakfast

Florida Ballrooms (North Tower)

8:00am - 10:00am Direct Buy Clinic Crystal H 8:00am - 6:00pm Exhibitor Tradeshow Booth Setup Palms Ballroom 8:00am - 11:30am Pinnacle One-on-One Meetings Suites

10:15am - 11:15am NEXT Peer Exchange Crystal P 10:15am - 11:15am Seminar Sessions

See Page 34 for locations

11:30am - 12:15pm Lunch

Cypress Ballroom

12:30pm - 1:45pm ISG General Session & NAOPAs Cypress Ballroom

1:45pm - 2:00pm 2:00pm - 3:30pm 3:45pm - 5:30pm

Break

Cypress Foyer

5:00pm - 6:00pm 6:30pm - 8:00pm

7:00am - 8:00am 8:15am - 9:15am

Breakfast

Cypress Ballroom

Essendant General Session

Crystal D

Florida Ballrooms (North Tower)

9:15am - 9:30am

Break

Crystal Foyer

9:30am - 10:30am Seminar Sessions

See Page 34 for locations

10:45am - 11:45am Seminar Sessions

See Page 34 for locations

Noon - 1:15pm

Lunch, City of Hope Presentation & Awards Cypress Ballroom

ISG Member Only Meeting

Pinnacle One-on-One Makeup Meetings

3:00pm - 3:15pm

Cypress Ballroom

Registration Desk Open

Palms Registration Desk

8:15am - 11:45am BSA Forum

1:30pm - 5:00pm

Tradeshow

Palms Ballroom

Break

Palms Ballroom

Seminar Sessions

5:30pm - 11:30pm Exhibitor Tradeshow Booth Teardown

S.P. Richards General Session

6:30pm - 9:30pm

Suites

3:45pm - 4:45pm

THURSDAY, NOVEMBER 11 7:00am - 2:00pm

See Page 34 for locations

Palms Ballroom

Crystal D

Welcome Reception & City of Hope Fundraiser Pool Deck

A Night in Havana

Shuttle buses depart Convention Center Drive from 6:00pm

FRIDAY, NOVEMBER 12 5:30am - Noon

Departures every 20 minutes

Convention Center Drive

Log into the App using the email address with which you registered for the event and use the password: industryWeek2021

Did you know…? Show Guide Sponsor

Part of Indiana Jones and the Temple of Doom was shot at Gatorland, the 110-acre Orlando wildlife center and theme park.

Seminars Wednesday, November 10 WEDNESDAY

8:00am 10:00am

DIRECT BUY CLINIC Presenters: Charles Forman, EVP of Sales and Marketing, ISG; Jill O’Neill, VP of Merchandising, ISG; and ISG Member Panel Location: Crystal H

10:15am 11:15am

NEXT PEER EXCHANGE Presenters: NEXT Young Leaders Committee and ISG Members Location: Crystal P

GAINING MARKET SHARE THROUGH INSIDE AND OUTSIDE SALES Presenter: David Cain, Director of Sales, S.P. Richards Location: Crystal G1

CONTRACTED SELLING A TURNKEY SOLUTION YOU HAVE BEEN WAITING FOR Presenter: Brian Stevenson, Director, Technology & Managed Services, ISG Location: Crystal J1

DIGITAL PROSPECTING TO WIN Presenter: Rick Lambert, Founder & CEO of selltoWIN.com Location: Canary 1&2

3:45pm 4:45pm

STATE OF THE FACILITIES SUPPLY CHANNEL 2022 & BEYOND Presenters: Frank Hoard, Director Facility Supply Channel, ISG; and ISG Member Panel Location: Canary 3&4

COMPETING AGAINST AND SELLING THROUGH AMAZON Presenters: Charles Forman, EVP Sales and Marketing, ISG and ISG Member Panel Location: Crystal G1

RESILIENT SELLING & EMBRACING A BALANCED SALES APPROACH Presenters: Marisa Pensa, Methods in Motion, and ISG Member Panel Location: Crystal J1

GROW YOUR POSTCOVID SALES WITH EPIC BUSINESS ESSENTIALS Presenters: Scott Zintz, Managing Director, EBE; and ISG Member Panel Location: Canary 1&2

ISG BOARD TOWNHALL OPEN FORUM ISG Members Only Presenters: ISG Board of Directors Location: Crystal G1

BE AT YOUR BEST EVERYDAY: FIVE PRINCIPALS TO CONSISTENT SALES SUCCESS Presenter: David Fellman, David Fellman & Associates Location: Crystal J1

THE OIL IN THE GEARS: HOW GOOD CONTENT POWERS ONLINE MARKETING STRATEGIES Presenter: Jennifer Stine, Fortune Web Marketing, and ISG Member Panel Location: Canary 1&2

MAKE THE MOST OUT OF YOUR ISG MEMBERSHIP Presenters: Tom Ashburn, Director of Member Development, ISG; and ISG Member Panel Location: Crystal G1

GROWING & CHANGING WITH THE OFFICE FURNITURE INDUSTRY: PAST, PRESENT, FUTURE Presenter: Jeff Carlson, Principal, My Resource Library Location: Crystal J1

READY. AIM. FIRE. HOW TO CREATE A WINNING, EXECUTABLE STRATEGIC PLAN WORKSHOP Presenter: Janet Collins, TurningPoint Strategy Location: Canary 1&2

Thursday, November 11 9:30am 10:30am

THURSDAY

DEVELOPING A SUCCESSFUL FACILITY SUPPLY SOURCING STRATEGY Presenters: Frank Hoard, Director Facility Supply Channel, ISG; and ISG Supplier Panel Location: Canary 3&4

10:45am - TECHNOLOGY PRODUCTS 11:45am - PERFECT FOR YOUR VIRTUAL ENDCAP Presenter: Brian Stevenson, Director, Technology & Managed Services, ISG Location: Canary 3&4

Many thanks to our Premiere Sponsor

Seminars WEDNESDAY, NOVEMBER 10 WEDNESDAY

8:00am 10:00am DIRECT BUY CLINIC Presenters: Charles Forman, EVP of Sales and Marketing, ISG; Jill O’Neill, VP of Merchandising, ISG; and ISG Member Panel Location: Crystal H The panel will consist of some of our members’ savviest purchasers, who will explain how they manage the purchasing function within their dealerships to maximize their profits. Topics to be covered include: • The basics of buying • Inventory calculators • Improving cash flow and gross margins • The balance between stocking and buying wholesale • Maximizing direct buy programs • Success stories from our members All directed at making more money for your dealership! Who should attend: purchasing managers, purchasing staff, owners and anyone involved in making profitability and purchasing decisions for your dealership

10:15am - 11:15am GAINING MARKET SHARE THROUGH INSIDE AND OUTSIDE SALES Presenter: David Cain, Director of Sales, S.P. Richards Location: Crystal G1 This session will focus on strategic thinking and how to close more business and retain customers in your market. Learn how to reinvent your sales team and others in your organization to become a stronger, more focused force to be reckoned with, and increase your sales. It’s time to get back to work and gain market share faster than the competition. The following topics will be discussed, along with strategies to incorporate inside and outside sales and marketing: • Retooling • Inspiring • Training

• Marketing • Prospecting • Closing

• Building • Inspecting • Winning

David Cain has 30 years’ experience building highly effective sales and marketing approaches. He will explain how to form and modify synergies between a variety of methodologies that incorporate low-cost marketing, sales training and teamwork. He will also discuss how to find great salespeople, train the team you have and enhance your brand. Learn how to begin adding more customers in other channels through product diversification. While larger competitors try to reinvent themselves, we will stay the course and fly under their radar, taking their accounts from the bottom up. You’ll hear some straight talk about ending complacency and challenging the status quo. It’s our time! Who should attend: sales, marketing and purchasing DAVID CAIN, S.P. RICHARDS, DIRECTOR OF SALES Award-winning chief B2B sales officer, David excels in creating unified, performance-based sales cultures; building highperforming teams and exceeding key performance indicators. He has attained growth and profit objectives for organizations ranging from a $15 million R&D company to a family-owned, multi location business products company with $63 million in annual gross revenue and over 5,000 active customers. Experience includes serving as Executive Vice President for CPI One Point located in Lewisville, Texas, with responsibility for managing a $40.8 million budget and 10 direct/250+ indirect reports that accomplished the following three items: • Played a key role in opening six competitive markets over a four-year period that subsequently generated an additional $27 million in annual revenue; • Created a culture of innovation and inclusion, which proved instrumental in growing a family-owned business product supplier from $10 million to $63 million in annual gross revenue; and • Coordinated construction and opening of each new facility.

Many thanks to our Premiere Sponsor

10:15am - 11:15am NEXT PEER EXCHANGE Presenters: Members of the NEXT committee Location: Crystal P It’s a meeting IRL: NEXT Meetup and Peer Exchange – “Are you NEXT?” The NEXT Young Leaders Group exists to identify and build the leaders of tomorrow within our industry. Specifically, we aim to connect, engage and evolve alongside the future leadership of the independent channel within the ISG dealer group. If you identify with our message and are looking to share your experiences and grow into the next stage of your career, then join us for a meetup. Meet with your peers from across the country. We’ll engage in brief exchanges discussing the hot topics and challenges in our industry over the past year, and kick-start connections that you can continue to foster and grow during our week together. Get involved with NEXT and grow together as we meet the challenges of our evolving careers. Who should attend: young, new and emerging leaders

10:15am - 11:15am CONTRACTED SELLING: A TURNKEY SOLUTION YOU HAVE BEEN WAITING FOR Presenter: Brian Stevenson, Director, Technology & Managed Services, ISG Location: Crystal J1 It is no secret that contracted selling is here to stay. The key questions are: how do you get into it and how do you maximize contracted selling for your company’s success? In this session, we will unpack the ideas below to help you evaluate the best next steps for your company and find how to make contracted selling part of your company’s future to beat the competition: • Contracted selling is growing beyond toner • Understand the market and the opportunity • Discover the right partnerships to generate recurring revenue • Understand what your customers are looking for and how you can help simplify their business. Who should attend: business owners, VPs of sales and CFOs

10:15am - 11:15am DIGITAL PROSPECTING TO WIN Presenter: Rick Lambert, Founder & CEO, selltoWIN.com Location: Canary 1&2 Looking to supercharge your prospecting efforts with industry-specific strategies your sales team can use right away? Then look no further! In this fun-filled session, Rick will use real-world examples to show you how to book more appointments by avoiding common prospecting pitfalls, with field-proven best practices now used by North America’s top imaging dealers: • 2021 prospecting stats and facts • Are you prospecting to win? (Self-assessment) • Phone prospecting templates that work • The ultimate prospecting email • Pro LinkedIn engagement strategies This session will focus 100 percent on creating new business sales opportunities. It’s “must-see” for business owners and sales leaders. BONUS: Each attendee will receive Rick’s 2021 Digital Prospecting Playbook to unleash your team’s sales potential right away! Who should attend: business owners, sales leaders, marketing leaders

WEDNESDAY

Seminars

3:45pm - 4:45pm COMPETING AGAINST AND SELLING THROUGH AMAZON Presenter: Charles Forman, EVP Sales and Marketing, ISG; and ISG Member Panel Location: Crystal G1 Selling on Amazon can be an opportunity and/or a challenge; but whatever way you approach it, you need to make sure you understand the rules of engagement. We have members who are benefiting from both—so attend this panel of your peers and hear them discuss how they are WINNING in the age of Amazon. Who should attend: owners, sales managers and sales reps

Did you know…? Show Guide Sponsor

An 8ft Statue of Liberty replica welcomes visitors to the shores of Lake Ivanhoe – a gift from the Boy Scouts of America in 1953, to replace a defaced sculpture.

Seminars

WEDNESDAY

3:45pm - 4:45pm STATE OF THE FACILITIES SUPPLY CHANNEL – 2022 & BEYOND Presenter: Frank Hoard, Director Facility Supply Channel, ISG; and a panel of ISG members Location: Canary 3&4 Are you wondering where the facility supply market is going or what areas you should be focused on for the near and long-term future? This interactive seminar will feature ISG members from various backgrounds that can help you determine where you should focus your efforts in the sourcing, marketing and sales of facility supply items. Your questions can be posed to the panelists to determine the real-world trends they are seeing in their regions and with the customers they service. Join us in this conversation and we will certainly address some of your questions on the future of the facility supply channel. Who should attend: principals, purchasing, sales managers and facility supply-focused members

3:45pm - 4:45pm RESILIENT SELLING AND EMBRACING A BALANCED SALES APPROACH Presenter: Marisa Pensa, President, Methods in Motion; and ISG Member Panel Location: Crystal J1 Take a moment to consider these recent stats: • 44 percent of organizations state they have effectively adapted their sales process to align with how buyers want to buy during COVID-19. These organizations have seen 9 percent higher win rates over the past quarter and 5 percent increases in revenue attainment (source: Korn Ferry). • 33 percent of B2B buyers do not want to meet face to face with a buyer. That number climbs to over 40 percent among millennials and Gen Z (source: Gartner Report). In reflecting on these stats, how has your dealership adapted its sales process over the past 18 months? Research tells us that virtual selling isn’t going away—and face-toface meetings aren’t either. The telephone, email and social media all have a role to play in reaching prospects and customers. But how do you sort it all out? In this panel discussion, we will explore a mix of tools to use to achieve a balanced selling approach and discuss how select ISG members are adapting their sales approaches to today’s environment. Recent survey results and trends we are seeing prove that inside sales are growing. At the same time, face-to-face meetings still play a critical role, along with some combination of in-person meetings, phone calls, video calls, video emails and more. The evolution of sales challenges us to be more flexible and resilient than ever. Just as a good cook experiments with new ingredients and fine tunes great recipes, we will help you think about your recipe for success. Join us for insights and a fresh perspective to nourish and grow your business in 2022 and beyond. Who should attend: owners, principals and sales managers

3:45pm 4:45pm GROW YOUR POSTCOVID-19 SALES WITH EPIC BUSINESS ESSENTIALS Presenter: Scott Zintz, Managing Director, EPIC Business Essentials; and ISG Member Panel Location: Canary 1&2 This session will include presentations from EPIC’s Scott Zintz, a panel of EPIC certified dealers and an Omnia Partners trainer specializing in public sector strategy. We will discuss the following topics: • Public sector growth via Omnia Partners and its recent expansion of said contract to include furniture, technology, janitorial supplies and more. • How you can best offer the CHAMPS and Premier GPO contracts in your local market, and why healthcare accounts are moving away from the big boxes. • The launch of EPIC’s new Hybrid Commercial account platform, allowing dealers to maintain a regional/national account on their own websites without the need to worry about unprofitable dropshipping business or managing a network of other dealers to deliver for customers. • What is new with the federal government and its online platform initiatives. Who should attend: owners, sales managers and marketing

Many thanks to our Premiere Sponsor

Seminars 9:30am - 10:30am THE OIL IN THE GEARS: HOW GOOD CONTENT POWERS ONLINE MARKETING STRATEGIES Presenter: Jennifer Rae Stine, president and founder, Fortune Web Marketing; and ISG Member Panel Canary 1&2 Expertise. Authority. Trust. This is not only the basis behind Google’s E.A.T. principle, but should be the basis for every piece of content you generate online. Content in the digital marketing space can encompass: • Landing pages • Blog posts • Social posts • Email copy • Product content for e-commerce • Buying guides and “how-to”s • Ad copy (social and Google Ads)

• Case studies and whitepapers • Videos • Custom imagery across all mediums • Everything you portray on your website • And more....

The list is endless... and it all begins there. How are you telling your story? What are you producing for search engine optimization? What information can you provide that your customers will find valuable? How are you establishing yourself as trusted subject-matter expert? More importantly—how are you presenting this content to your audience? In this session, get expert advice from an industry marketing professional and your ISG peers: what works, what does not and how to adapt it to the digital marketing world today. Who should attend: owners, sales, marketing

JENNIFER RAE STINE, PRESIDENT & FOUNDER, FORTUNE WEB MARKETING Jennifer knows how to “Rock the Web”. Utilizing the latest strategies and techniques, her firm specializes in increasing the digital footprint for every organization they work with. Jennifer holds a B.A. in Telecommunications, with a minor in English, from The Pennsylvania State University, as well as an MBA with a Specialization in Marketing from The New York Institute of Technology. Jennifer applies over 20 years of experience in her field, well versed in technology and multiple coding languages, as well as expert content writing. Previously, Jennifer worked for large corporations such as Thomson Reuters, managing their online presence, search marketing and web development strategies. Fortune Web Marketing is recognized for their experience and extensive work within the Office Products Industry for the past 13 years.

THURSDAY

THURSDAY, NOVEMBER 11

9:30am - 10:30am ISB BOARD TOWNHALL OPEN FORUM Presenters: The ISG Board of Directors Location: Crystal G1 Open Q&A with Members of your Board. Discuss group issues, share your feedback and ask questions of the ISG Board. Who Should Attend: ISG Members Only

Did you know…? Show Guide Sponsor

There are over 50 swans at Lake Eola, from five different breeds: Whooper, Royal Mute, Trumpeter, Australian Black and Black Neck.

Seminars

THURSDAY

9:30am - 10:30am BE AT YOUR BEST EVERY DAY: FIVE PRINCIPLES TO CONSISTENT SALES SUCCESS Presenter: David M. Fellman, President, David Fellman & Associates Location: Crystal J1 Whether it’s your full-time job or just one of the many hats you wear as an owner or manager, you are a salesperson. The question is: are you really functioning at your best in that role every day? It’s easy to get sidetracked; to develop bad habits and even bad attitudes. It’s not always easy to maintain your enthusiasm and your commitment to growing your business. This fast-moving session will help you to reboot through five guiding principles: • Have a business-building attitude: It’s been said that success in selling is 50 percent knowledge, 50 percent skill and 90 percent attitude. Don’t worry about the fuzzy arithmetic—it doesn’t add up, but it still speaks the truth. This segment will help you gain (or regain!) positive attitudes and lose negative ones. It will also help you develop a businessbuilding plan. • Be all about customer service and customer maximization: Everyone strives to provide exceptional customer service, but how do you know that you’re really accomplishing it? This segment will provide you with a measuring process. It will also take you beyond customer service to customer maximization and making sure that you get maximum value from every customer relationship. • Don’t make it all about price: “All they care about is price.” That’s what salespeople say about buyers. “All they talk about is price.” That’s what buyers say about salespeople. The fact of the matter is that too many salespeople are the guilty parties here, pretending they’re selling on value when, in reality, they are making it all about price. This segment will help you avoid some all-too-common strategic mistakes and teach you how to handle price objections more effectively when they do arise. • Time really is money—pay attention to how you’re spending it: This segment will provide real-world time management strategies to help you to get more done every day. You’ll learn to plan and prioritize more effectively. You’ll also learn the difference between interruptions and opportunities. • If you have bad customers, do something about it: What defines a bad customer? It’s simple—they’re more trouble than they’re worth! But that doesn’t need to be permanent. This segment will teach you how you can often change customer behavior for the better— and what to do if it turns out you can’t. Who should attend: salespeople, especially outside salespeople, including owners and managers who have “part-time” sales responsibilities

DAVID M. FELLMAN, DAVID FELLMAN & ASSOCIATES, PRESIDENT Dave Fellman is the author of Rules Of Engagement: A Guide To Better Communication – And Better Relationships! – With Everyone Who Is Important To Your Business and Listen To The Dinosaur, which Selling Power magazine listed as one of its 10 Best Books of 2010. He is a popular speaker who has delivered seminars and keynotes at events across the United States, Canada, England, Ireland, Australia and New Zealand.

Many thanks to our Premiere Sponsor

Seminars 9:30am - 10:30am DEVELOPING A SUCCESSFUL

THURSDAY

FACILITY SUPPLY SOURCING STRATEGY Presenter: Frank Hoard, Director Facility Supply Channel, ISG; and ISG Supplier Panel Location: Canary 3&4 Have you ever wondered, when it comes to facility supplies, where you should order a particular product? Do you go to your first call wholesaler; buy it from a facility supply-focused wholesaler; or go direct to a supplier? These questions and more will be addressed in this seminar with supplier panelists who will help you make the right decisions for your strategy. Variables that need to be considered, like how the changing supply chain landscape could keep you from holding too much inventory, will be discussed. Questions such as whether you do enough business to buy direct, who can help you make those decisions and more will be covered. Who should attend: principals, purchasing and facility-focused ISG members

10:45am - 11:45am GROWING AND CHANGING WITH THE OFFICE FURNITURE INDUSTRY: PAST, PRESENT, FUTURE Presenter: Jeff Carlson, Principal, My Resource Library Location: Crystal J1 Everywhere you look, things are changing; and the office furniture industry is no exception, as we uncover a greater understanding of the impact of COVID-19, the global economic downturn of the last year and the future of the office and workplace. Not all change is bad—in fact, the fundamental changes happening in how we do business in our industry are presenting many new opportunities to rethink what we provide our clients, strategize how we go to market and determine the greatest path to success and growth over the next decade. In this presentation, we’ll explore what the past year has taught us about our industry; how the present is impacting our business; and what the future of the office furniture industry looks like every day. Though we want a lot of the answers right now for marketing and business development, great success takes time to evolve and strategize. You’ll leave with ideas, tips and inspiration to help you and your organization not only grow, but thrive in 2021 and beyond. Who should attend: business owners, sales leaders, salespeople, A&D reps, designers who may be involved in the sales process and anyone interested in what’s happening in the office furniture industry JEFF CARLSON, PRINCIPAL, MY RESOURCE LIBRARY Jeff Carlson is a fourth generation Contract Design enthusiast and industry expert. He was quite literally born into the industry by way of his father and grandfather and has turned this unique perspective into a passion for creating tools that simplify the often complex process of specification. His role as founder and principal of My Resource Library has allowed him to apply his insider knowledge of the industry in a hands-on way. Working each day with various manufacturers, dealers, designers, rep groups and more to create innovative technological solutions to some of industry’s biggest hurdles. Before founding My Resource Library in 2012, Jeff worked for some of the top names in contract design including Coalesse by Steelcase, KI and Coriander Designs, and working for the family independent rep group. These experiences helped him forge strong relationships at every level of the industry and gather an essential understanding of the industry’s unique challenges.

Many thanks to our Premiere Sponsor

Seminars

THURSDAY

10:45am - 11:45am MAKE THE MOST OUT OF YOUR ISG MEMBERSHIP Presenter: Tom Ashburn, Director of Member Development, ISG; and ISG Member Panel Location: Crystal G1 This seminar is designed to help ISG members understand all of the programs and services the group provides. Some programs are older, but still provide many important benefits; while others are brand new, and you may not know how they work or the benefits to be gained by using them. We’ll take an in-depth look at many programs and discuss specific details on how they work for all levels of membership, no matter your size of dealership. Program topics that will be covered include the RDC, UPS and ASI programs, to name a few. If you’re looking for ways to enhance your return on membership or want to learn how other ISG members best use the group, this seminar is for you. Who should attend: ISG member owners, purchasing and sales reps

10:45am - 11:45am TECHNOLOGY PRODUCTS—PERFECT FOR YOUR VIRTUAL ENDCAP Presenter: Brian Stevenson, Director, Technology and Managed Services, ISG; and a special appearance from key technology partners Location: Canary 3&4 In this session we will discuss products your customers purchase every day that you might have overlooked: technology products. Your customers require them and will be purchasing them from your competitors, if not from you. This is a rapidly growing category, so why not add it to your offering? We will explore a few areas of technology, including: • Understanding how easy it is to add technology to your offering • Examples of back-to-the-office and workfrom-home solutions • Where to source these products • Easy add-ons for your virtual checkout Who should attend: sales leaders, marketing and business owners

Many thanks to our Premiere Sponsor

Seminars

A workshop to help you take a breath, create a plan and make it happen. In that order. Strategic planning, done right, creates clarity and alignment with your team, and results in a concrete action plan to get the right things done. This session will leave you with more confidence in your future and practical ideas for intentional organizational growth. Most small businesses take the “Ready, Fire, Aim” approach: “Let’s just try stuff and see what sticks.” While experimentation is critical, without proper thought and insight it will leave you feeling chaotic and haphazard. Strategic planning combined with trial and error enables you to feel in control and on a path. The “Ready, Fire, Aim” approach actually worked well in the early days of the pandemic, when many dealers quickly pivoted successfully to new products and services without a whole lot of planning. Now that the dust is starting to settle, it’s a good time to step back, think strategically and make some choices about your future. You’ve heard the saying, “If you don’t know where you’re going, you’ll end up somewhere else.” Furthermore, is your board or other mentor suggesting you MUST have a strategic plan? Maybe you attended a session at an industry event implying every business worth its salt has one. Even well-meaning friends ask, “How on earth can you be in business without one?” But what exactly is a strategic plan? In this session, you’ll learn the difference between an operational plan and a strategic plan; the keys to effective planning; the importance of stakeholder input; how to engage your team in the process; and most importantly, how to make it actionable so it doesn’t just gather dust on the shelf. Unfortunately, many strategic plans fall short and nothing seems to change. Why? The two biggest reasons are the planning process itself and lack of execution. A good process inspires new ideas, collaboration, energy and engagement, and a renewed excitement for the future of the business. In the end, executing on a strategic plan involves change management and discipline to stay focused. In this session, you will explore the five biggest mistakes in planning and the 10 keys to creating an actionable strategic plan that aligns the leaders, enables intentional decisions and inspires action throughout the organization. Who should attend: Dealer principals, owners and key members of the leadership team.

THURSDAY

10:45am - 11:45am READY, AIM, FIRE: HOW TO CREATE A WINNING, EXECUTABLE STRATEGIC PLAN WORKSHOP Presenter: Janet Collins, Partner, TurningPoint Strategy Location: Canary 1&2

JANET COLLINS, PARTNER, TURNINGPOINT STRATEGY Janet Collins is a strategic advisor to the Office Products industry. She works with business leaders to develop growth strategies and mobilize teams to take action and achieve results. She’s a coach who’s been in your shoes as past president of office products manufacturer, GMi Companies, and also has held executive roles at WorkflowOne, Synchrony Communications, and LexisNexis. Her current consulting practice focuses on strategic planning, market strategy and organizational health.

Did you know…? Show Guide Sponsor

The film Lethal Weapon 3 featured the demolition of Orlando’s Old City Hall in its opening scene. A deal which netted the council $165,000.

BSA Forum & Awards

THURSDAY

BSA Forum

FLORID BALLRO A OM (NORTH S TOWER) 8:15AM

The Business Solutions Association (BSA) Forum will take place on Thursday morning at 8:15 in the Florida Ballrooms in the North Tower. Manufacturers and Manufacturer representatives will learn from industry leaders about best practices and industry resources that can enhance the sale and distribution of business-related products and services. 8:15am - 9:45am BSA MEMBER-ONLY SESSION FUTURE IN FOCUS: THE U.S. OFFICE MARKET - FORECASTING WITH VIRTUAL WORK CONSIDERATION Presented by Brandon Isner, Leader of Market Research and Insights at CBRE While the increase in virtual work will impact office space utilization, it will not lead to the end of offices. However, we can expect an acceleration of the existing trend toward employees enjoying more flexibility in where and how they work, and employers determining how best to utilize office space across locations. In this Future in Focus presentation, by Brandon Isner of CBRE Econometric Advisors, we examine the amount of time the average office employee will spend working virtually, the impact on occupied square footage per tenant, the subsequent impact on asking rents

and the timeframe and justification for an office sector recovery. The future of work is evolving, find out how. 10:00am - 11:45am OPEN TO ALL MANUFACTURERS AND MANUFACTURER REPS WHAT DOES THE FUTURE HOLD FOR THE INDUSTRY? The office products industry is in a constant state of transition and the US economy is showing signs of inflation. Oh, and there is a pandemic too… What is the immediate future and the long-term recovery to our business? BSA is happy to announce two sessions with our wholesaler partners to discuss their views. 10:00am - 10:45am Mike Maggio and Yancey Jones of S.P. Richards 11:00am - 11:45am Harry Dochelli of Essendant

BSA AWARDS

During the main Industry Week lunch session on Thursday in the Cypress Ballroom, BSA will present its annual awards. Former Essendant executive Joe Templet has been named as the recipient of the 2021 BSA Legends of the Industry Award. Meanwhile, the Lifetime Achievement Award goes to Bill Cardone, who is currently Vice President of Commercial Sales at TOPS Products. Finally, S.P. Richards President and CEO Mike Maggio is the winner of this year’s BSA Leadership Award. Come along on Thursday to hear more about their illustrious careers.

Many thanks to our Premiere Sponsor

Essendant

Essendant General Session

WELCOME MESSAGE TO ESSENDANT CUSTOMERS FROM HARRY THURSDAY

Harry Dochelli

CRYSTAL OM BALLRO D 8:15AM

Tim Engstrom

“

Welcome to Industry Week 2021. I’m glad you’re here and am looking forward to connecting with you. This event will give us the opportunity to address the challenges of the past year and a half, review the opportunities ahead of us, and celebrate the strength of Independent Dealers. Essendant is proud to partner with you and I look forward to sharing insights, Essendant updates and addressing your questions during the Essendant General Session. Essendant Speakers Harry Dochelli, President & CEO Tim Engstrom, SVP, Supply Chain Helanie Fisher, SVP, Merchandising Kevin Casey, Sr. Director, Marketing

”

Overview Our current business environment is unlike any we have faced. Understanding key trends is essential to capturing opportunity. Essendant’s general session will feature industry-leading insights, updates and a Q&A format with Essendant President and CEO Harry Dochelli. In this session, Harry will provide perspective on trends such as the state of the return to the office, e-commerce, supply chain and inflation. He will also share updates on how Essendant has been addressing these trends and investing for the future. Harry will be accompanied by Essendant leaders in supply chain, merchandising and marketing to provide a deeper dive into their respective functions and the activities their teams are focused on to help drive the success of Independent Dealers.

Helanie Fisher

Kevin Casey

Did you know…? Show Guide Sponsor

The Orlando Wetlands, located in east Orange County, is home to over 30 species of wildlife that are listed on the Florida Wildlife Conservation Commission’s Threatened and Endangered Wildlife List.

Tradeshow

THURSDAY

find your way Log into the App using the email address with which you registered for the event and use the password: industryWeek2021

Many thanks to our Premiere Sponsor

THURSDAY

Tradeshow

*All information correct at time of going to press

Did you know…? Show Guide Sponsor

According to Cvent.com, Orlando tops the list of the 50 Top Meeting Destinations in the United States.

Tradeshow

THURSDAY

exhibitor list Company Name

Booth

Energizer............................. 605

Neenah Paper.......................321

Number

EPIC Business Essentials.......... 510

Newell Brands...................... 408

3M...................................... 402

Essendant.............................. 115

Noramco..............................123

ACCO Brands.......................201

Essity Professional Hygiene... 220

Office Snax.......................... 609

Acme United Corp................. 219

Eurotech............................... 315

Office Star Products.............. 309

Alpine Industries.................... 121

Fellowes Brands.................... 406

Pentel of America.................. 511

Arlington...............................207

FireKing International........... 505

Pilot Corp of America........... 308

Avery Products Corp............. 303

Flipside Products.................... 112

Prima Software......................521

Baumgartens........................ 422

Fortune Web Marketing.........221

A Gift For Teaching.............. 625

BIC Consumer Products......... 506

Global................................. 409

RGS Furniture....................... 322

Blue Sky................................ 611

GMi Companies.................... 318

RJ Schinner.......................... 606

Boss Office Products..............507

The HON Company............... 515

Ronnoco Beverage Solutions...105

Brother International..............414

House of Doolittle.................. 319

Safco Products...................... 200

Busch Systems...................... 222

HSM of America.................... 310

Saunders Midwest................ 602

Certain Supply......................307

Iceberg.................................418

Smead Manufacturing...........501

CG Roxane...........................108

Information Booth..................601

S.P. Richards.........................401

Charles Leonard....................102

IOPFDA............................... 608

Special-T...............................100

City of Hope......................... 620

ISG....................................... 411

SSI........................................621

C-Line Products..................... 420

Jonti-Craft..............................604

Supplies Network................. 320

Clover Imaging..................... 603

Kantek..................................607

Supplies Wholesalers.............106

COE Distributing................... 209

Lee Products Company..........104

Tabbies................................. 116

ControlTek.............................204

Lesro Industries...................... 610

Tennsco................................. 215

Crayola................................. 217

Liberty Laser Solutions...........120

The Thalerus Group...............122

DCS...................................... 615

Logicblock............................. 514

TOPS Products...................... 306

Deflecto................................101

Bi-silque/MasterVision...........407

uni-ball Corp.........................103

Domtar................................. 314

Max Pro................................ 619

Verbatim.............................. 323

Dorel Business Products.......... 617

MAX USA............................. 110

Victor Tech & Officemate.......415

ECI Software Solutions.......... 223

Maxell Corp of America........ 118

Shachihata - Xstamper.......... 508

Emark.................................. 523

The Navigator Company....... 509

Zebra Pen Corp.................... 600

*All information correct at time of going to press

Many thanks to our Premiere Sponsor

Party Time

THURSDAY

Havana nights

SHUTTLE BUSES W ILL LEAVE CONVEN TION CENTER DRIVE FROM 6 PM

A Night in Havana - Está Volao! Join us at Cuba Libre Restaurant & Rum Bar for Industry Week’s closing event, sponsored by S.P. Richards. This evening is all about the tastes, sounds and history of Cuba. The two-story, 17,500 square foot venue boasts a spacious open-air, tropical patio and several bars. You can revel in the rustic atmosphere featuring threedimensional façades, balconies, windows, and an arched entrance, constructed from antique materials, including stained glass, ornamental wrought iron and salvaged doors, along with materials aged through theatrical construction techniques. And speaking of bars, Cuba Libre specializes in rum, offering a large variety of dark, light, spiced and aged rums. The restaurant uses fresh ingredients including numerous tropical fruits and juices, and presses (by hand) hundreds of pounds of fresh sugar cane weekly to extract the sugar cane juice, guarapo, used to sweeten its signature cocktail, the mojito.

Many thanks to our Premiere Sponsor

THURSDAY

Party Time

Let’s not forget the awesome Cuban cuisine! Cuba Libre’s Chef-Partner Guillermo Pernot’s delectable menu of modern Cuban cuisine is a must-experience event, bursting with flavors! If that’s not enough, there will be upbeat Latin music, cigar rolling, the Prize Drawing Presentation and the $5,000 Grand Prize Drawing! This is when we will find out who wins the prizes

that were offered on the Tradeshow floor, compliments of our very generous exhibitors. The main event is the Tickets to Treasure promotion in which participating dealers will be eligible for that Grand Prize of $5,000! You won’t want to miss it...and you have to be present to win so be sure to be there! A truly mind-blowing party -- Está Volao!

Did you know…? Show Guide Sponsor

In 2014, 62 million holidaymakers decided to visit O-Town, making it the first destination in U.S. history to receive more than 60 million tourists in a single year.

ISG Team

Mike Gentile President & CEO mgentile@isg.coop (847) 261-0028

Charles Forman EVP Sales & Marketing

TJ Crayne VP Information Technology tcrayne@isg.coop (847) 261-0051

Jeff Matthews Chief Financial Officer jmatthews@isg.coop (847) 261-0047

Frank Hoard Director, Facility Supply Channel fhoard@isg.coop (847) 261-0049

Janet Eshenour Director of Marketing jeshenour@isg.coop (847) 261-0080

Tom Ashburn Director of Member Development tashburn@isg.coop (847) 261-0083

Brian Stevenson Director, Technology & Managed Services bstevenson@isg.coop (847) 261-0036

cforman@isg.coop (847) 261-0033

Many thanks to our Premiere Sponsor

Jill O’Neill VP of Merchandising joneill@isg.coop (847) 261-0037

ISG Team Bob Samborski Systems Administrator rsamborski@isg.coop (847) 261-0042

Keshia Anderson, Controller

Brendan Cadman, Communications

kanderson@isg.coop (847) 261-0038

Manager bcadman@isg.coop (847) 261-0034

Diane Pakonen Member Service Manager dpakonen@isg.coop (847) 261-0041

Barb Kraus Credit Manager bkraus@isg.coop (847) 261-0040

Tanya Ross Manager, Partner Development & Technology tross@isg.coop (847) 261-0170

Erik Jensen IT Administrator ejensen@isg.coop (847) 261-0031

Marie Schmidt Office Manager/ Member Service mschmidt@isg.coop (847) 261-0035

Did you know…? Show Guide Sponsor

Orlando is home to the first water park ever... Wet ‘n Wild opened in 1977 and it’s still onea of the only water parks that stays open 365 days a year.

EBE Team EPIC BUSINESS ESSENTIALS IS THE NATION’S LARGEST FORCE OF INDEPENDENT DEALERS, HERE TO PROVIDE YOU WITH A BUYING EXPERIENCE LIKE NO OTHER – AN EXPERIENCE THAT IS, WELL… EPIC!

Sandy Teets Sales and Marketing Coordinator steets@epicbe.com (317) 663-8604

Scott Zintz Managing Director szintz@epicbe.com (847) 761-0044

Andy Sullenberger Customer & System Support Manager asullenberger@epicbe.com (847) 261-0054

Pam Quackenbush Accounting & Systems Support Supervisor pquackenbush@epicbe.com (847) 261-0082

Doug Fox Pricing and Data Analyst dfox@epicbe.com (317) 663-8605

Davida Townzen Implementation & Collections Supervisor dtownzen@epicbe.com (847) 261-0057

Amanda Lusk Administrative Assistant alusk@epicbe.com (847) 349-9545

BOARD OF DIRECTORS Jordan Kudler Chairman Legacy Office Solutions Brooklyn, NY 11208 jkudler@crest-op.com (718) 235 2200

Brian Kerr Secretary Kerr Workplace Solutions Elizabethtown, KY 42701 bkerr@kerrws.com (270) 765 6171

David Guernsey Immediate Past Chairman Guernsey Office Dulles, VA 20166 ceo@buyguernsey.com (480) 921 2900

Thomas Jordan Treasurer Herald Office Supply Dillon, SC 29536 tmjordan@heraldoffice.com (843) 774 5155 ext. 1109

Yancey Jones, Jr. Vice Chairman TSRC Inc. Ashland, VA jonesy@thesupplyroom.com (804) 412 2762

Ian Wist Wist Office Products Tempe, AZ 85285 ianw@wist.com (480) 921 2900

Tonya Horn Rogard’s Office Plus Champaign, IL 61824-1280 tonya@rogards.com (217) 359 1795

Kevin Johnson Warehouse Direct Des Plaines, IL 60018 kevinjohnson@warehousedirect.com (847) 952 1925

George Wood Greenwood Office Outfitters Fort Worth, TX 76133 gwood@greenwoodos.com (877) 884 9104

Tim Triplett Triplett Office Essentials Des Moines, IA 50322 ttriplett@tripletts.com (515) 270 9150

Mark Porter Porter’s Office Products Rexburg, ID 83440 mwporter@portersop.com (208) 356 4616

Bryan Kristenson Office Plus of Kansas Park City, KS 67219 bryan@officeplusks.com (316) 491 2607

Many thanks to our Premiere Sponsor

Thank You to Our Sponsors

U Brands, a Smead company

Did you know…? Show Guide Sponsor

You’ll find the biggest collection of Tiffany glass anywhere in the world at the Charles Hosmer Morse Museum of American Art in Winter Park.