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	ICFA 2003 Convention & Exposition March 10-13, 2003 Las Vegas Hilton Las Vegas, Nevada Program Chairman: Nick Jones, CFuE, CFSP Program Schedule Prices Continuing Education Credits Cancellation Policy Speakers Sponsors Play the ICFA's "Riddle Me This!" Expo game Special Offer: "Fab Four" Tickets Download the Registration Form Early Registration Discount Deadline Extended to Feb. 10! Download the Hotel Reservation Form Unable to download these files? Try installing Adobe Acrobat Reader. EXHIBITORS: View 2003 Exposition Prospectus Convention Program MONDAY, March 10 8:30 a.m. Board of Directors Meeting 5:30 - 6:00 p.m. First Timers Reception in Exposition Hall with ICFA Board Members and Officers Sponsored by Aurora Casket Company 6:00 - 8:30 p.m. Grand Opening Reception in the Exposition Hall Sponsored by Cornerstone Family Services and Granit-Bronz—Cold Spring Memorial Group Inc. TUESDAY, March 11 Morning Coffee sponsored by Fortis Family 7:30 - 9:15 a.m. Annual Meeting of Members, Memorial Service and Awards Presentations 9:15 - 10:45 a.m. Spouse/Guest Breakfast Sponsored by Clark Grave Vault Co., Dakota Granite Co. and Mabrey Products Inc. Join host Charlotte Jones for an informal, continental-style breakfast. Meet fellow spouses and guests to plan out your day's activities, and enter to win door prizes courtesy of our sponsors. 9:15 - 10:45 a.m. General Session: I Am Third Todd W. Van Beck This eye-opening presentation will address the three issues that make or break quality funeral and cemetery service and work: namely, the priorities we establish in our day-to-day work. "I Am Third" centers on the order of importance in quality service: First is the customer: What do they know, want and expect? Second, my profession: What do I do to support and enhance the profession through time, gifts, presence and talents? If we all gave just 10 percent back to our profession, we could create a much different environment. We’ll look at issues such as recruitment, morale and finding joy in our work. And third is "I," me, oneself. Todd Van Beck will show you how to practice "I Am Third" and apply these priorities to your daily work. 10:45-11:45 a.m. General Session: Rest In Peace: A Cultural History of Death and the Funeral Home in 20th Century America Dr. Gary Laderman Sponsored by American Memorial Life The American funeral home is an institution firmly embedded in our culture. How did it come to hold such a position? And in an era of increasing criticism of the industry, will the importance of the funeral home change? In his first major industry address, the author of the first full-scale study of the American funeral industry will share his views on the vital role it plays in modern society. Author of "Rest in Peace: A Cultural History of Death and the Funeral Home in Twentieth-Century America," Dr. Gary Laderman cuts through the rhetoric to show us the reality—and the real cultural value—of the American funeral. He will discuss the cultural history of funerals in the 20th century, covering some of the major trends, events and popular expressions that both shape and are shaped by American perspectives on death. He will look to the past, and then explore contemporary and future prospects in the disposition of the dead and changing views on the meaning of death in America. 11:45 a.m. - 2:30 p.m. Lunch with Suppliers in the Exhibit Hall Sponsored by Service Corporation International 2:30 - 3:20 p.m. Concurrent Workshops: 353 Ideas to Better Serve Families Todd W. Van Beck Based on the quality theories of Dr. Edward Deming, the 15 points of quality service and the seven deadly sins of the same will be covered. This is a fun seminar and will give participants loads to think about and, more importantly, do! Secrets of the Mausoleum Major-Domos Barry Berlin, Donald H. Eiesland, CCE Whether your company has a mausoleum, is planning to expand or has never even explored the possibility of constructing one, this session will provide you with invaluable advice and guidance. These industry veterans with extensive knowledge of mausoleum planning, construction and management will share their secrets gained through decades of experience. You’ll learn the things they wish they had known when they started out in management. Find out how the conventional wisdom on this topic is often wrong regarding construction, pricing strategies, cost-analysis and the mausoleum customer. This is information that can have a direct impact on your cemetery’s bottom line, prospects for future growth and financial security, so come prepared to take notes. 3:30 - 4:20 p.m. Concurrent Workshops: Personalizing Funeral Services and Memorialization (KIP Awards Program) Julie Burn Last year, the ICFA's KIP (Keeping It Personal) Awards presentation was a huge hit, drawing rave reviews for the multitude of ideas and how-to information, so this year we've turned it into a full educational session. You'll be amazed as our KIP winners share how they developed cost-effective, personalized products and services that meet their families' needs in new ways. Find out how they did it; how much it cost in time, staff and money; and what they learned from the process. Panelists will discuss: Special Events—workshops, seminars, holiday events and other occasions geared toward client families and the general public. Products that Personalize—a product or service that reflects the character of the person memorialized in a meaningful way. "Magic Moments"—something special that demonstrates an unexpected personal touch, differentiating the company from its competitors. Capitalizing on Your Cemetery's Resources: Lessons Learned from Historic and Non-Profit Cemeteries Ken Varner Ken Varner will show you how to put your cemetery’s "historic" assets to the greatest use to generate funds and community goodwill. Find out how to: Identify and analyze your current resources. Does your cemetery have interesting architecture? unusual horticulture? prominent local figures interred there? You may be surprised at the variety of resources that are right under your nose. Construct programs to take advantage of those resources. Whether you develop walking tours, educational programs or other means of bringing the community to your doorstep, using your cemetery’s assets creatively can lead to increased revenue and positive community relations. Develop ancillary materials. Ken will share samples of brochures and other materials that can enhance your programs and further boost their revenue-generating potential. Best of all, you’ll learn how to do all of this using your existing staff and budget. 4:30 - 5:20 p.m. Concurrent Workshops: Cremation: Take It Personal! Dave Jones Dave Jones brings more than a decade of expertise in the memorialization industry to the ICFA as he examines one of the industry's major growth trends—cremation—and the ability of cemeteries and funeral homes to meet families' needs for meaningful, personalized cremation memorialization while increasing revenue. Whether they choose scattering, niche inurnment or something in between, learn how to better serve today’s cremation consumer. Profit Analysis: Keep It Sweet and Keep It Simple Mark Friedman Although the devil may be in the details, the revelations may be in the overview. Mark Friedman will share the simplification exercise he employed when he first entered the cemetery and funeral business in 1993. The process of streamlining management reports led to the dispelling of long-held myths and to improved decision making and profitability for Hillside Memorial Park & Mortuary operations. 5:20 - 8:00 p.m. IMSA Suppliers Reception in the Exhibit Hall Sponsored by the International Memorialization Supply Association WEDNESDAY, March 12 Morning Coffee sponsored by BLP Bronze International and International Memorialization Supply Association 7:15 - 8:15 a.m. Prayer Breakfast: Faith and Our Profession: Are They Compatible? (ticket required) Sponsored by Newmark York Caskets Join Gary O'Sullivan, CCE, Frank Stewart, and Dan Garrison, CCE, for a non-denominational look at a subject that affects how we live and how we make a living. Share good food and good fellowship at this thought-provoking annual event. 8:30 - 9:30 a.m. General Session: Keynote Address: Holistic Marketing Glenn Gould Death care services, in general, are being challenged by the consumer on the basis of relevancy and value. Funeral directors are being asked not to attend visitations and memorial services. Research indicates 75 percent, even 85 percent, of consumers who want cemetery space already own it. Increasingly affluent consumers are requesting different kinds of services, or even no services. The role of the cemetery and funeral director in our society is diminishing. What makes this so difficult to accept is that death care service providers represent some of the strongest local brand names in the country. Few businesses hold such strong positions within their communities. Why is it that consumers have come to doubt the value of their services? Glenn Gould will discuss factors contributing to the decline in the image of death care, and advertising and marketing plans required to return the luster to some of the strongest local brand names in the nation. 9:30 - 11:00 a.m. Spouse/Guest Breakfast Sponsored by Keystone Group Holdings Inc. and Preneed Funeral Program (PFP) Start off your day with host Charlotte Jones and enjoy a continental-style breakfast (and win more prizes!) General Session: Keynote Address: What Matters Most Is What They Think Ann Bastianelli Sponsored by Wilbert Funeral Services Inc. and Stewart Enterprises Inc. Ann Bastianelli will reveal new information about what matters to consumers and what they think about the meaning of life and our industry today. Her ongoing research on consumer attitudes supplies a wealth of ideas on how progressive industry leaders can anticipate and respond to emerging consumer desires. Her positive, motivating and practical message will improve your understanding of the most important factors driving consumer loyalty and business prosperity, including: The new wealth-experience value. The three things needed to transform an event into a memorable experience. The cultural change driving consumer preference for services vs. products. Society’s struggle with loss and death, and your role in providing comfort and ongoing education. What consumers’ distrust of businesses and whole industries may mean for you. The power of women. The impact of organized religion on end-of-life rituals. Most importantly, Ann will provide you with practical answers about how to respond to these challenges. 11:00 a.m. - 2:00 p.m. Brunch with Suppliers (Closing Exposition Session) Sponsored by Matthews International Corp. 2:00 - 2:50 p.m. Concurrent Workshops: Simple Cremation Gardens and New Memorial Products Doug Flin Let your product selection grow! Barriers to entry into the cemetery and funeral service business are falling, and new competitors are moving in. Nowhere is this more evident than in the area of cremation and memorialization. More and more cemeteries—and funeral homes—find they can meet this challenge by creating cremation gardens and offering cremation memorial products, to build revenues from cremation sales and provide valuable memorialization to families. Cremation gardens do not have to be elaborate or expensive and can be created in relatively small spaces. A surprising array of new memorial products are coming to the market every day. Come to this enlightening session to find out about new services that can be easily integrated into your product mix. Increase Sales With A Self-Sufficient, Cost-Effective Field Force Bob Gordon Jr., CCE Whether you manage a stand-alone funeral home, cemetery, combination or any other before-need sales organization, this fast-paced, entertaining session will leave you with a host of best practices to add to your toolbox. We'll cover recruiting, leadership, motivation, compensation and recognition. One of the industry's most consistently successful sales directors will share sales management practices learned from the best, put into practice, and proven to really work, yielding year-after-year growth in preneed sales for the last 10 years. Preneed Funeral Trust Richard E. Fisher Rich will discuss all aspects of funeral preneed trust. Each state has its own laws governing preneed trusts and how these funds are to be treated. Rich will explain the investment differences and the problems that can arise when trusts are not handled properly. If you are considering purchasing a funeral home, you'll learn what to look for while performing your due diligence. 3:00 - 3:50 p.m. Concurrent Workshops: Stories Set in Stone: How Can We Put Meaning Back Into Memorialization? David Quiring, CM, FAICA Most industry members view the memorial as the final link in the funeral service/cemetery chain. Memorialist Dave Quiring sees it as the first link in a new chain—one that starts with the memorialization and commemoration of a loved one and continues to bring the family back to the cemetery and to our industry as loyal customers and patrons. Join Dave as he shows you how to strengthen this link and offer meaningful memorials through: Effective use of symbols. Creative use of letter fonts. The lost art of writing epitaphs. Evocative artistic arrangement. You'll learn how to help customers create personalized, meaningful memorials designed to bring their families into your cemetery and promote interest and loyalty for generations to come. Service Shouldn't End at the Cemetery (Family Service) Quinn Eagan There is a new concept in aftercare that not only redefines the word "service" but for the first time incorporates more effective preneed sales. With this unique survivor support service, funeral homes receive more "Thank you" notes and letters than they do for the funeral service. Decide for yourself why 100 percent of the funeral homes that use this program absolutely love it! Find out about this exciting new concept called "Family Care," and set yourself apart from your competitors and at the same time increase your preneed sales. A Primer on Minimizing Cremation Liability (Part 1) Harvey Lapin Truly a topic for our time, this two-hour session will provide you with a wealth of critical information about ensuring your company's compliance with cremation laws and regulations in the current legal environment. The industry's foremost expert on cremation compliance, Harv Lapin will cover all aspects of cremation liability and due diligence—both for companies that run their own crematories and for those using third-party providers. Topics to be covered include identifying risk, dealing with employee problems, proper insurance coverage, handling complaints and much more. 4:00 - 4:50 p.m. Concurrent Workshops: Nine Strategies for Competing with the Church John Horan The church can be either a key partner with your funeral home or a formidable competitor. The choice is yours, depending on your response to the challenge and your willingness to properly serve the needs of your community. Are you concerned about the church opening a funeral home in your market? Have you familiarized yourself with the steps that must be taken to work with, rather than against, the church? This session will review the current operations of the church in the funeral service profession; review plans for future funeral service operations of the church; present strategies to prevent the establishment of a church-owned funeral service operation in your community; and offer methods for competing with church-owned funeral homes. The Lead Game!Suzanne Elkins Do you spend money on advertising? Do you have a sales team? Do you have funerals, burials or cremations? If so, then you have LEADS! How are you managing them? Suzanne Elkins, president of Pre-Smart Inc., brings more than 13 years of preneed sales, marketing and training experience to this fast-paced, interactive session on how to: GET Leads KEEP Leads MANAGE Leads SELL Leads You'll come away with dozens of ideas for building a winning lead management program. Get in the game A Primer on Minimizing Cremation Liability (Part 2) Harvey Lapin Continued from the previous session. THURSDAY, March 13 Morning Coffee sponsored by J. Stuart Todd Inc. and SinoSource International 8:30 - 9:30 a.m. Current Legal and Legislative Issues Seminar 9:30 - 10:30 a.m. The Great Discussion: The Dodd Bill and Funeral Rule Codification Paul Elvig, Dwayne Spence Come hear the ICFA's top orator Paul Elvig compare notes with NFDA President Dwayne Spence concerning Sen. Dodd's proposed federal takeover of death care industry regulation. Where do ICFA and NFDA agree? Where do they disagree? Can we work together or will our industry fall victim to a "divide and conquer"strategy? Be sure to attend this important educational event. 10:30 - 12:00 noon Difficult Customer Situations Starring ICFA's Not-Quite-Ready-for-Litigation-Players Robert Fells, Esq., Michael Pepperman, Esq., Judy Faaberg and Patrick Downey, CCE Back by popular demand, our entertaining and highly informative legal drama troupe will act out all-new scenarios that have led to actual legal cases involving cemeteries, funeral homes and customers. Then our thespians will step out of character to examine the resulting rulings and the lessons for your staff and management. Not to be missed! 7:00 p.m. Closing Reception Sponsored by Buchanan Group, Carriage Services, Crematory Manufacturing & Service, DNA Connections, FuneralNet and HALO International 8:00 p.m. Closing Dinner Dance The Groovy 60s Sponsored by Batesville Casket Co. Break out your tie dye shirts and daisy-chain necklaces and get ready for a flashback to the 60s! In addition to the sponsorships mentioned within the program schedule, we thank the following companies: General Program Support— Vista Memorial Gardens & Funeral Home Heart to Heart Enterprises Homesteaders Life Company Pens and Notebooks— Wilbert Funeral Services Inc. Prices Register by February 10 to take advantage of these low prices: Members: $375 Non-Members: $520 Spouse/Guest: $240 Member Supplier/Professional: $475 Non-member Supplier/Professional: $610 One-Day: $130 Continuing Education Credits Funeral directors may earn up to 15.5 continuing education credits at the conference, pending state credit awards. CE Attendance Certificates will be available at the ICFA on-site registration desk. Cancellation Policy Registrants who cancel their registration by February 3, 2003, will receive refunds. All cancellations must be in writing and will be subject to a $50 per person processing fee. Cancellations made after February 3, 2003, will not be refunded. Refunds for ticketed events will be offered if the cancellation request is received in writing at ICFA headquarters by February 3, 2003, less a $5 processing fee per ticket. No refunds will be offered after this date. "Fab Four" Tickets The ultimate Beatles tribute group, the Fab Four is the Hilton's newest headline act. From March 11-13, courtesy of the Hilton, ICFA attendees can purchase two-for-one tickets to this show. Just buy one ticket at the regular price and get the second free! Guests must book their room within the ICFA room block for the offer to be valid. To order tickets, call (702) 732-5111 and ask for the Box Office. For more information, call the ICFA Meetings Department at 1-800-645-7700 *********************************************************************************************   back to top