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Speakers

Michelle Musgrove
Vice President of Experience Strategy & Governance
AARP
Michelle Musgrove has more than 15 years of specialized marketing experience including strategy, product development, segmentation, multi-cultural marketing, loyalty program management, relationship management and customer experience management.  

Currently, Michelle serves as Vice President, AARP Experience Strategy & Governance at AARP.  In this role, Michelle has supported the launch of the customer experience management function with a focus on strategy, change management, communications and generating early wins.  Prior to joining AARP, Michelle led successful engagement and loyalty programs at AOL, American Express and JP Morgan Chase. 

Michelle graduated with a MBA and concentration in Marketing from the University of California at Berkeley as well as a BA in Political Science from the University of Pennsylvania. 
Breakout Session: The Future of Customer Loyalty
Carlo Savino
Executive Director of eCommerce
Lenovo
Carlo Savino is Executive Director of eCommerce for Lenovo. In this role, he leads the vision, strategy, and execution of next generation digital commerce capabilities for Lenovo's online business, including Lenovo.com, mobile commerce, and marketplaces.  His team is responsible for sales performance, operations, marketing, merchandising, loyalty, offer creation, pathing & navigation, and content for online consumer & small business transactions.
 
Carlo has extensive experience in online marketing and eCommerce.  Prior to his role at Lenovo, he lead the US Consumer and Small Business online team for dell.com, where he was deeply involved in optimizing the purchase experience, mobile platform, personalization, loyalty and site monetization businesses.
 
Carlo loves building data-driven organizations that define and deliver to key KPIs while focusing around features and experiences that center around our customers.
 
Carlo holds a bachelor's degree in Zoology from the University of Texas at Austin and is an active volunteer in a variety of animal charities in and around the Raleigh, NC area.
 
Clay Walton-House
Head of Consumer Strategy Services
Lenati
Clay is a Principal at Lenati and leads our Customer Retention and Loyalty Team. Clay helps Fortune 500 companies adopt and implement customer engagement strategies that accelerate growth and build loyalty. He has a proven track record of delivering successful organizational change, program design, optimization, and CRM operations that unlock business-wide impact. Past clients include Hilton, Nordstrom, Expedia, Airbnb, Uber, Capital One, DSW, Microsoft, and T-Mobile.
 
Emily Rudin
Chief Customer Officer
CrowdTwist
Emily oversees the Client Success and Marketing teams at CrowdTwist. Emily has more than 15 years of retail, analytics, client services and marketing experience. Throughout her career, Emily led transformational initiatives that have enabled brands and retailers to form strong connections with their customer base. She offers a unique customer-centric perspective and has a proven track record for increasing value for customers, managing complex relationships and developing hard ROI for her customers. Prior to joining CrowdTwist, Emily held positions at Macy’s, Coach, Ann Inc., dunnhumby, and The Children’s Place. She holds a bachelor’s degree in consumer studies from Syracuse University. Emily is a proud mother of two. She and her husband are active members of their community.
Adam Pierno
AVP Marketing Strategy
Arizona State University
Teacher. Mentor. Strategist. Innovator. Author. All are terms you could use to identify Adam Pierno. The highly caffeinated Pierno has refined a simple methodology to build precise strategies for numerous client campaigns. Prior to his current role as AVP of Marketing Strategy at Arizona State University’s Enterprise Marketing Hub, Pierno leveraged his knowledge of consumer behavior to produce informed and effective campaigns for such national brands as Delta Air Lines, Dial Corporation, Domino’s Pizza, Dunkin’ Brands and Mercedes-Benz. His first book, Under Think It delves into the foundational aspects of marketing strategy. He was inspired to pen this insightful guidebook to fill a void in strategy training curriculum. That book is used to teach strategy at universities, global agencies and Fortune 100 companies. His second book, Specific demonstrates a model that today’s brands can use to grow in an absence of viable mass media. He’s been interviewed and quoted for ABC News, NPR, Adweek, Business Journals and more. Adam hosts his own podcast featuring conversations with business and marketing luminaries, called The Strategy Inside Everything.
A.J. Schneider
Executive Vice President Wheaton World Wide Moving | Bekins Van Lines

A veteran sales and marketing communications practitioner, as well as a Customer Experience champion, Schneider spent nearly 15 years working with a variety of corporations and clients in a host of industries – from technology and engineering to recruiting and state government. He helped build their brands ensuring that sales and service were aligned.
 
He learned the household goods relocation services industry by developing programs for some of the largest domestic moving companies in the U.S. while working for public relations, marketing communications and branding firms in the Midwest.
 
Schneider entered the relocation services industry full-time in 2007 by going to work for Wheaton Van Lines, Inc., the parent company of Wheaton | Bekins | Stevens, the fourth largest van line group in the country. In 2014, Schneider became Executive Vice President where he’s responsible for Sales and Marketing, Agency Development, Customer Service, the Military and the company’s FF&E division as well as the company’s strategy to improve customer experience and loyalty. 
 
Schneider also is a member of the company's Board of Directors and he's on the Board of Directors of the American Moving and Storage Association (AMSA). 
 
Schneider earned his Bachelor’s Degree in Journalism from Indiana University.    
 
Breakout Session: The Future of Customer Loyalty
Hope Tannenbaum
Sr. Director of CRM Loyalty & Research
Foot Locker
Hope oversees the Membership and Consumer Research teams at Foot Locker Inc. With over 15 years of experience, Hope is a customer focused marketer and leader with a track record of combining analytical discipline with creativity and marketing ‘gut instinct’ to drive customer engagement and revenue growth across retail, entertainment, financial services and food & beverage industries. 
 
Prior to joining Foot Locker, Hope held positions at American Express and Starbucks. She holds a bachelor’s degree in marketing from Penn State University and an MBA from NYU’s Stern School of Business. Hope is a snowboard enthusiast, competes in triathlons and is an active member of her community.
Debbie Stanford
Senior Marketing Manager of Loyalty
JCPenney
Debbie Stanford is the Senior Marketing Manager of Loyalty for JCPenney.   With a rich background of over 30 years in Marketing and eCommerce, Debbie is responsible for driving marketing strategy, insights and execution of the JCP Rewards program. Prior to joining JCP Loyalty, Debbie was Senior Manager of eCommerce Content and Campaigns for JCP.com. In this role she led the development of sitewide marketing content, operational execution and technical and program enhancements to deliver improved engagement and conversion.  Additionally Debbie led major event planning and content development supporting JCPenney key promotional events, brand launches and vendor partnerships.  Debbie past experience at JCPenney includes roles in Promotional Offer Planning, Digital Merchandising and Category Buying.
 
Michael Stutts
EVP and Chief Customer Officer
Bloomin' Brands
 Michael is an EVP and Chief Customer Officer at Bloomin’ Brands Inc. In this role, Michael partners with BBI’s brands (Outback Steakhouse, Carrabba’s Italian Grill, Bonefish Grill, and Fleming’s Prime Steakhouse) to drive customer demand through digital, loyalty, media, and analytics efforts. Most recently before joining BBI, Michael was a Managing Director and Partner in the Consumer practice of The Boston Consulting Group. Michael received a BS in Business Administration from The University of North Carolina at Chapel Hill and an MBA from the Kellogg School of Management at Northwestern University. Michael is a lifetime Carolina Panthers season ticket holder, an avid Bruce Springsteen fan, and a slow but diligent runner.
 
Lisa Erickson
Sr. Director of CRM and Loyalty
Sleep Number
As the Sr. Director of CRM & Loyalty, Lisa leads the development, execution and management of Sleep Numbers Loyalty program, the InnerCircle, as well as all direct mail and email programs. Lisa is responsible for the overall success and ongoing growth and management of these programs.  She directs the testing of all programs to ensure continued evolution and growth.  She is responsibility for the InnerCircle member engagement and program profitability. Leveraging her deep experience in retail, holding positions in merchandising, finance, strategic and promotional planning and marketing she is able to activate new initiatives quickly and successfully. Lisa is constantly striving to take the InnerCircle program to the next level of engagement. Prior to joining Sleep Number, Lisa held management positions at Best Buy and the Department Store Division of Target Corporation. She is born and bred in Minnesota, living there all her life and earning her Bachelor of Science degree from the University of Minnesota in Retail Merchandising and Business.
Saloni Janveja
Executive Marketing Director of Social Innovation and Direct to Consumer Insurance
Ally Financial
Saloni Janveja is the Executive Marketing Director of Social, Innovation and Direct to Consumer Insurance at Ally Financial. She joined the company in 2008 as a Customer Relationship Management director to build out the journeys for Ally’s auto and bank customer base. In her current role, Janveja oversees enterprise social media efforts including customer engagement and prospecting, and she examines up and coming technology to keep Ally marketing efforts on the cutting edge.
 
Prior to joining Ally, Janveja held several roles at General Motors. She graduated from University of Michigan with a Bachelor of Business Administration in Finance, and went on to receive a Master of Business Administration in Marketing Strategy at University of Michigan’s Stephen M. Ross School of Business. In her free time, Janveja enjoys horseback riding and photography.
Lisa Erickson
Senior Director Customer Relationship Management
Sleep Number
As the Sr. Director of CRM & Loyalty, Lisa leads the development, execution and management of Sleep Numbers Loyalty program, the InnerCircle, as well as all direct mail and email programs. Lisa is responsible for the overall success and ongoing growth and management of these programs.  She directs the testing of all programs to ensure continued evolution and growth.  She is responsibility for the InnerCircle member engagement and program profitability. Leveraging her deep experience in retail, holding positions in merchandising, finance, strategic and promotional planning and marketing she is able to activate new initiatives quickly and successfully. Lisa is constantly striving to take the InnerCircle program to the next level of engagement. Prior to joining Sleep Number, Lisa held management positions at Best Buy and the Department Store Division of Target Corporation. She is born and bred in Minnesota, living there all her life and earning her Bachelor of Science degree from the University of Minnesota in Retail Merchandising and Business.
Drew Ormrod
Senior Director of Loyalty
Luxottica
Coming from a multidiscipline background, Drew spent his prior career agency side consulting for brands like IBM, E-Trade, CVS Health and Citi Group and built performance driven, award winning programs across CRM, Brand, Digital/Social, Content, Influencer and Media for them.

At Luxottica, Drew currently leads CRM and loyalty for Oakley Retail and Sunglass Hut in North America. He believes loyalty today needs to be data driven, but also balanced with emotional connections throughout the customer journey. The intersection of loyalty and brand is extremely integrated, and his team approaches loyalty with the mindset that 1:1 relationships are the ultimate representation and experience of the brand. Since joining Luxottica in January 2017, he has initiated several initiatives that have driven member engagement and increased repurchase rates.
Loyalty360 Member (Brand Only) Roundtable Session: Pre-Conference Roundtable - Luxottica | Experiential Retail
Sabrina Lillew
Vice President Loyalty Programs
Accor
Sabrina Lillew is the Vice President Loyalty Programs for Accor’s North & Central America region.   Sabrina’s 25+ years in marketing, sales and customer service support her in her current role responsible for the strategy, marketing and operation of Accor’s seven unique B2C and B2B loyalty and certificate programs as well as all partnerships in the region. 
 
Following the acquisition of FRHI in 2016, Sabrina was one of the key leaders involved in developing the global integration strategy of the Fairmont, Raffles and Swissôtel brand loyalty programs into Le Club AccorHotels.  Sabrina was also responsible for the successful program implementation and roll out.  She is currently one of the regional leaders involved in the development and implementation of Accor’s new ALL lifestyle loyalty program.
Jimmy Budnik
Vice President of Customer Care
Overstock.com
Jimmy Budnik, Overstock.com’s Vice President of Customer Care, began his  career  with  the  online  retailer  in  2008  as  a  Senior  Process  Improvement  Engineer  after  half  a  decade  working  as  an  Industrial  Engineer,  first  with  UPS,  then  with  Homeshield.  
 
Budnik  has  held  several  positions  in  his  time  at  Overstock,  where  he  developed  strategies  and  executed  improvements  initiatives  to  drive  growth  and  improve  the  customer  experience.  These  roles  included  transitioning  between  multiple  departments  as  a  Chief  of  Staff,  including  Customer  Care,  Marketing,  Merchandising,  and  the  Office  of  the  President.  Also  during  this  time,  he  was  a  Senior  Director  of  the  Product  Content  Teams,  worked  in  Overstock’s  technology  incubator,  OLabs,  and  most  recently  he  served  in  a  dual  role  as  the  General  Manager  of  Marketplace  and  the  General  Merchandising  Manager  for  Home  Essentials  and  Apparel. 
 
In  his  current  role  as  VP  of  Customer  Care,  Budnik  leads  a  workforce  of  hundreds  of  associates  that  consistently  deliver  a  world-class  customer  experience,  while  promoting  the  customer-centric  culture  that  has  given  Overstock  the  reputation  as  an  award-winning  leader  in  online  retail  customer  service  for  nearly  two  decades.
Loyalty360 Member (Brand Only) Roundtable Session: Pre-Conference Roundtable - Overstock.com | Managing Innovation
Nataki Edwards
SVP of Digital Strategy and Membership
AARP
Nataki Edwards is Senior Vice President of Digital Strategy and Membership at AARP, the nation’s largest membership organization for people 50+. She is a leading expert in marketing to Boomers and other target segments, both demographic and psychographic, and has developed award-winning campaigns for top-tier brands including Yahoo!, AOL, Estée Lauder and American Express. Nataki has been with AARP since 2007. She oversees the overarching marketing vision for AARP Digital properties and platforms, including loyalty marketing and engagement. Under her leadership, AARP Digital has grown in size and impact and is rated as the #1 website for the 50+ audience, both on mobile and desktop. Nataki is regularly featured in media outlets like the Today Show, Washington Post, and USA Today as a digital and social media expert. She strives to expand AARP’s digital growth – meeting their members wherever they choose to engage and truly leading a revolution in the way people view and live life after 50. 
Lonnie Mayne
Founder
Red Shoes Living
Lonnie Mayne is an internationally recognized, high-performance, #1 rated keynote speaker, published author and executive consultant. He’s the founder and pioneer of Red Shoes Living, Inc., an award-winning philosophy and five-step framework that leadership teams are deploying organization-wide to engage employees, win the battle for top talent, create standout customer experiences, and build meaningful cultures that people get inspired to be a part of. Lonnie spent 30+ years working with leading brands across more than 25 industries and was the president of InMoment, one of the largest customer experience technology companies in the world, where this team grew the company 817% in a short period of time using Red Shoes Living. Lonnie has worked with many of the top brands in the world including Nike, Bose, Saks Fifth Avenue, Microsoft, Chicago Mercantile Exchange, Transamerica, Point Click Care, CBRE, Colliers, Denny’s, GOCA, McDonald’s, Impartner, Inc., Montage, The British Citizen Awards, Express, Enterprise, and many more.

Recognized as a global authority in high-performance leadership training with a passion for inspiring others to stand out in how they work and live, Lonnie presented at the prestigious British Citizen Awards held at the Palace of Westminster hosted by Lord Dholakia. He also leads the Spartan-X Leadership Series and is a founding patron of the American Citizen Award, which recognizes everyday heroes. On a mission to spread the message that people matter, he’s passionate about philanthropic initiatives for mental health awareness, anti-bullying, and suicide prevention. Lonnie lives in photogenic Park City, Utah, and is an avid adventurer. From helicopter skiing to Spartan racing, Lonnie puts himself out there in all aspects of his life. He’s a big fan of Taco Tuesdays and loves spending time with his friends and family who are also passionate about living life to the fullest and making a positive difference along the way.
Tammy Lucas
VP of Marketing
Best Western Hotels & Resorts
Tammy Lucas serves as global vice president of marketing for BWH|Hotel Group. In her role, Lucas leads the global loyalty, marketing, advertising, digital marketing and search teams by setting the strategy and direction for key initiatives that focus on delivering a strong performance to BWH|Hotel Group portfolio of brands.
 
Since joining the company in 2004, her tenure has been marked with considerable transformation and growth. In 2009, Lucas led the complete overhaul and rebranding of the Best Western Rewards® (BWR®) program. Under her leadership, the program doubled its membership and revenue to member properties in less than five years and was ranked as one of the top five loyalty programs by U.S. News & World Report. In 2015, Lucas played an integral role in the brand’s effort to launch a full rebranding initiative, resulting in Best Western’s first new logos in more than 20 years. She has also played an instrument role in the growth of Best Western Hotels and Resorts portfolio of Brands, which includes the newly acquired WorldHotels and the launch of WorldHotels Rewards.  She brings substantial loyalty, marketing, sales and operations experience in a variety of different verticals, with a passion for inspiring teams to surpass goals both professionally and personally.
 
An advocate for women in leadership, Lucas mentors women to help them achieve their career aspirations. She has participated in a variety of women-led panels, including Best Western’s first-ever Today’s Women in Leadership Forum in 2018.
 
Lucas also serves on the Hospitality Sales and Marketing Association International (HSMAI) Americas Board of Directors. Previously, she served on the HSMAI Foundation Board of Directors from 2014 to 2017. In 2012, Lucas was recognized by HSMAI as one of the Top 25 Most Extraordinary Minds in Sales & Marketing for her tremendous contributions in shaping BWR.
 
Lucas grew up in Ottawa, Ontario, where she attended the University of Ottawa and earned a Bachelor of Social Science majoring in Psychology and minoring in Business. She is also a proud mother of her three amazing children – Kaylen, Kenzie, and Karson.
Amy Barnett
Director of CRM Loyalty & Insights
Famous Footwear
Amy Barnett is a customer-obsessed marketing leader with 25+ years of CRM and Loyalty experience developing and managing many of the largest US consumer marketing databases and award-winning loyalty programs.
 
Working in a variety of agency-side leadership positions including CRM Strategy, Analytics and Communications she’s had the pleasure of partnering with best-in-class brands and Fortune 500 companies such as American Eagle Outfitters, Build-A-Bear Workshop, The Container Store, Comcast Communications, Express, GameStop, Hard Rock International, Hertz, Jiffy Lube, Michaels, Procter & Gamble, R.J. Reynolds, T.J.Maxx, StubHub, Victoria’s Secret, and Unilever.
 
In her current role as Director CRM, Loyalty & Insights at Famous Footwear, she shares a mission to make Famous Footwear your favorite place to shop for shoes. In her day-to-day role she collaborates with marketing peers from Famous.com, creative, and media teams to enhance existing customer relationships and drive meaningful, profitable growth among new and existing customers. She is an avid believer in putting the customer at the heart of every discussion, by leading with customer-informed data, research and insights. In 2019, building upon a 20+ year company legacy of rewarding customers, Amy led the successful launch of Famously YOU Rewards.
 
Amy holds a B.S. in Marketing from Clarkson University and an MBA from the University of Texas, Dallas. She’s lived in upstate New York, Connecticut, Texas and California. And for the past 10 years, St. Louis - home of the Cardinals and Blues. She believes in the pure joy of wearing the perfect pair of shoes. And, for her in any given moment those could be her Nike running shoes, Birks, UGG slippers, furry-lined Crocs, or her Sam Edelman pumps.
Christian Selchau-Hansen
CEO and Co-Founder
Formation
Christian Selchau-Hansen is the CEO and co-founder of Formation, an enterprise software company that optimizes the customer journey through personalized marketing experiences. A 20-year tech veteran, Christian has helped develop new products and drive growth at companies like Square and Zynga. Prior to launching Formation, he was a partner at BCG Digital Ventures, using his experience to advise large companies and incubate innovative startups. Christian earned his M.B.A. with honors from The Wharton School of the University of Pennsylvania and has bachelor’s degrees in mechanical engineering and economics from Rice University.
 
Workshop Session: The New Way to Build Loyalty
John Giaquinto
Director of Loyalty
Hannaford Supermarkets
 
Julie Roy
Vice President of CRM Digital & Analytics
DSW
Julie Roy leads loyalty, CRM, digital marketing, and customer insights and analytics for DSW, a leading omni-channel footwear retailer.  Julie is responsible for leading the optimization and continued growth of DSW’s cross-channel marketing programs, with the objective of improving customer acquisition, engagement, and retention.  She has an acute passion and proven track record for delivering meaningful results by developing data-driven strategies that engage consumers and achieve business goals.
 
Josh Margolis
VP of Customer Journey
Caesars Entertainment
Josh Margolis is the Vice President of Customer Journey for Caesars Entertainment. His team leads loyalty, national promotions, and digital products for the enterprise.  Prior to his current role, Josh was responsible for integrating Caesar’s Total Rewards loyalty program with Playtika’s chart topping social casino games and real money online gaming in New Jersey and Nevada.  His work helped create one of the first social loyalty programs spanning multiple games and an 8 figure cross-marketing revenue stream.  He has marketing experience across multiple verticals including time with category leaders in legal services, financial services, media, gaming and hospitality.  Josh holds a BS in marketing from Lehigh University and a JD/MBA from Temple University. He splits time between Vegas and Los Angeles.