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Speakers

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.
Matthew Seagrim
SVP
Scene+
Matthew is the Senior Vice President of Scene+, one of Canada’s leading loyalty programs. In his 7 years at Scene+, Matthew has led a radical transformation of the program, expanding its brand, value proposition, membership, and corporate structure to become one of Canada’s largest and most engaging lifestyle programs. Matthew has over two decades of experience in business transformation, innovation, product development and customer engagement in global markets, with experience in loyalty, retail, financial services, and consulting.
 
Erin Levzow
Vice President of Marketing Technology
Del Taco Restaurants
Erin Levzow is Vice President of Marketing Technology for Del Taco Restaurants. Prior to her current role Erin was the CMO for Marcus Hotels & Resorts. Levzow has served as vice president of customer relationship marketing (CRM), loyalty and marketing for Hathway in Austin, Texas, a customer service experience company specializing in helping billion-dollar brands develop mobile-first strategies. Levzow’s extensive marketing and digital experience also includes serving as senior director of digital, social, CRM and e-commerce for Wingstop Restaurants in Dallas, Texas, and serving as vice president of marketing and technology for Freebirds World Burrito, where she oversaw the marketing initiatives for nearly 100 restaurant chains. Levzow began her career at Caesars Entertainment in Las Vegas and went on to work for MGM Resorts International and Palms Casino Resort & Palms Place Hotel and Spa.

She received a bachelor’s degree from Illinois State University and holds a Master’s Marketing Strategy Certificate from the Johnson Graduate School of Management at Cornell University.
 
Mostafa Boutajrit
VP of Loyalty and Financial Services
Caesars Entertainment
Mostafa Boutajrit is tasked with creating and driving programmatic changes and system enhancements for the Total Rewards program.  This includes Innovating Total Rewards in a profitable manner, increasing the value proposition and extending where members can earn and redeem Reward Credits. Be the consumer insight and innovation champion for Total Rewards, continuing to evolve the company’s award-winning loyalty program, in addition to marketing partnerships, new M&A and strategic alliances that extend the reach and perceived value of Total Rewards beyond Caesars’ owned and managed properties.
Chad Nikola
Director of Customer Retention
American Eagle Outfitters
Chad Nikola is a customer first leader with a record of evolving and optimizing loyalty and personalization programs. He is currently serving as the Director of Customer Retention at American Eagle Outfitters where he recently led the complete rebrand and relaunch of AEO’s loyalty program - Real Rewards by American Eagle & Aerie. Chad’s background (Target, CVSHealth, Catalina) has helped shape his unique perspective on Loyalty/CRM programs and his unwavering passion for the customer.
Claudia Infante
Senior Vice-President of Revenue Strategy
Margaritaville
 
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.
Bryce Boothby
Director of Global Technology
McDonald’s
 
Troy Simms
US Retail Partnership Manager
ExxonMobil
  
Caitlin Pitblado
Manager of Digital Strategy
Tim Hortons
Caitlin Pitblado is the Manager of Digital Strategy at Tim Hortons where she helps set the vision and direction for initiatives within the Tims digital ecosystem. As a result of joining the company through the Leadership Development Program, Caitlin also has experience from the marketing and supply chain teams which helps her when thinking about the full-scale implications of the team’s Digital priorities. Caitlin grew up in Vancouver before heading East to attend Western University where she received her HBA degree from Ivey Business School.
 
Yan Côté
Director - Consumer Marketing
ExxonMobil
Yan is currently Director - Consumer Marketing for ExxonMobil’s US Fuels business.  His team designs, develops and deploys marketing programs and offers, including Synergy Fuels, the Exxon Mobil Rewards+ program and app, ExxonMobil’s branded proprietary credit card and innovative, contactless payment options such as Alexa Pay for Gas.
 
He earned an Economics degree from the University of Toronto and an MBA from the Schulich School of Business at York University before joining ExxonMobil’s Canadian Affiliate, Imperial Oil, in 1998.  Over the past 23 years, he has held leadership positions of increasing responsibility in sales, operations, strategy development, and marketing, in the US and Canada.
 
Yan is married and the proud father of a Junior in high school.  He enjoys skiing, biking and is a car enthusiast.  
 
Stephanie Sayfie Aagaard
Collaborative Innovator General
Bal Harbour Shops

Stephanie Sayfie Aagaard serves as the Collaborative Innovator General at Whitman Family Development and Bal Harbour Shops in Miami, Florida. She founded the ACCESS Membership and Rewards Program to celebrate the Shops’ loyal customers on their curated journey through the roster of retail, restaurants and luxury partners. Steph developed the Bal Harbour Shops app and created the Virtual Series for the company as well. She heads up the sponsorship program as well as creates innovative programming for the Shops. She secures external partnerships and produces large scale partner events including the Official Miami Super Bowl Host Committee VIP Party at Bal Harbour Shops for more than two thousand notables from the worlds of business, entertainment, media, sports and fashion.

Stephanie has collaborated with Bal Harbour Shops for decades before she joined the official team. While serving as Senior Director of Major Gifts, Corporate Relations, Marketing and Events at the University of Miami’s The Miami Project to Cure Paralysis and The Buoniconti Fund, Steph created Destination Fashion, an interactive entertainment and fashion event at the Shopping Center.

In Steph’s spare time, she has covered the social, celebrity, sports, fashion and charity scene in South Florida for her Steph Sez column every Sunday in The Miami Herald for more than twenty years. Steph created, produced and hosted her own entertainment television show, Steph Sez, where she interviewed boldfaced names from George Clooney to Tiger Woods to Mikhail Gorbachev. 

She also hosts the monthly Steph Sez Book Club with Books & Books. Stephanie has received numerous accolades during her career and for philanthropic work from many organizations. Stephanie is married and is the proud mother of two sons.  

Sean Weiss
Director of Loyalty Marketing & Analytics
Price Chopper Market 32

Sean has a 15+ year career with Price Chopper spanning marketing, merchandising, analytics, and accounting.  As Director or Loyalty Marketing and Analytics, Sean holds responsibility for consumer insights, targeting & personalization, offer activation, and program analysis across the retailer’s 130 locations in the Northeast.  

In the Summer of 2019, Sean led a team at Price Chopper that launched AdvantEdge Rewards, an evolution of the grocer’s fuel discount program.  In addition to fuel discounts, customers could now redeem for a discount off their total grocery bill.  In early 2021, they launched the AdvantEdge Rewards platform, a mobile-optimized site allowing customers to redeem their Rewards points online in a variety of additional new ways.  Customers can now redeem AdvantEdge Rewards points online as donations to local charities, to pay down student loans, to support local schools, or to enter sweepstakes for chances to win exciting prizes.  This evolution continues in late 2021, with even more new ways to earn and redeem Rewards coming soon. 

Jennifer Hoth
Director of Global Loyalty Marketing & CRM
ASICS

Jennifer Hoth is the director of global loyalty marketing and CRM at ASICS Digital.

Previously, Ms. Hoth held various CRM roles at such retailers as Kohl’s and Duluth Trading Company. She also helped numerous clients propel their email, SMS, and loyalty marketing programs forward during her time at DEG, a Merkle Company.

Ms. Hoth graduated from the University of Wisconsin–Milwaukee with a degree in marketing and has multiple Salesforce Marketing Cloud certifications.

Lisa Hallam
Sr. Director of Loyalty
Papa John's International
 
Dena Pizzutti
Sr. Marketing Manager - Personalization and Optimization
Wawa
Dena Pizzutti is the Senior Marketing Manager of Personalization and Optimization for Wawa, a chain of more than 900 convenience retail stores in the Mid-Atlantic and Florida.  She currently oversees the Wawa Rewards loyalty program and Customer 360 efforts.  Dena has over ten years of experience in loyalty marketing, previously working for CVS on the ExtraCare program.  Additionally, Dena holds a Doctorate in Business Administration and has taught marketing courses at West Chester University and St. Joseph’s University.
 
Kate Kasabian
Director
Wyndham Hotels & Resorts
I am thankful to have the ability in my career to connect consumers and businesses to essential products and brands to satisfy their needs.  As a Director for Wyndham Hotels & Resorts Retail and Promotional Strategy, I am able to see strategic plans come to fruition while having the chance to seek out opportunities to make a tangible impact in a person's (and/or business') everyday life.  It allows not only for growth within the market but personal growth in my career as well.
 
I have built a successful marketing professional career in the hospitality industry, with fifteen years of experience in leading strategic brand development. I have worked to deliver simple, attainable, and generous offers to our customer base at Wyndham Hotels & Resorts, along with delivering on our promise to make travel possible for everyone.
 
Matt Goldberg
Director of PRO Strategy and Loyalty
Floor & Decor 
Matt Goldberg is the Director of PRO Strategy and Loyalty at Floor and Decor, a leading specialty retailer of hard surface flooring based in Atlanta, Ga. Matt has created and lead the Loyalty strategy at Floor and Decor for the past 5 years and is focused on growing the professional customer segment the business. Floor and Decor’s PRO Premier Rewards loyalty program is focused on helping their PROs grow their business and rewarding them for it. Matt is focused on cultivating and driving emotional loyalty with Floor and Decor’s PRO Customers and is constantly looking for ways to enhance their program. Matt loves being a member of Loyalty 360 and is grateful for all the partnerships he has made and the ideas that start at this Conference.
Melissa O'Neill
Director of NA eCommerce
Lenovo
Melissa O’Neill is currently the Director of North America eCommerce sales for Lenovo. She is responsible for leading the strategy and execution for Lenovo’s online routes to market, including lenovo.com and marketplaces. Melissa has over 20 years of eCommerce experience involving roles ranging from P&L management, strategic planning, business development, sales/account management, customer experience and loyalty. She enjoys anticipating what the future of eCommerce looks like and building data-driven plans that deliver to both business KPIs and customer expectations.
Julio Salazar
Director of Channel Marketing
LG Electronics U.S.A.
Julio has 25+ years of experience in consumer electronics with a strong track record of developing and executing "Go to Market" and sell through plans while fostering successful partnerships across channels. Now at LG Electronics, Julio directs and leads the Home Entertainment Channel Marketing team to drive demand and profitable growth of consumer electronics via retail.com channels.

During the pandemic, content became more and more important as people were staying at home and binging on streaming video and gaming. To capitalize on this demand, Julio’s team launched a nationwide program for holiday 2020 where new TV buyers were able to choose their favorite streaming or gaming service as a reward for their purchase. The innovative partnership offered $100 in credit from 5 top subscription providers with the purchase of a new LG OLED or NanoCell TV. Thousands of happy customers enjoyed content on their new TVs immediately after their purchase and into the new year.
 
Vanesa Jovanović
Marketing Manager
Galerija Belgrade
Vanesa Jovanović spearheads Marketing for Galerija Belgrade – the largest shopping, dining and entertainment destination located at the heart of the prestigious USD 3 Billion Belgrade Waterfront project in Serbia.

Armed with a degree in Political & International Sciences from the University of Belgrade, Vanesa has over 14 years of in-depth experience spanning real-estate, asset management, leasing and marketing within the retail sector with Serbia’s largest mall and retail operators.

Besides the key responsibilities of driving revenue and pushing the needle on innovation in Marketing and Customer Experience, Vanesa is one of Serbia’s youngest and upcoming talent playing a key role in shaping the future of malls in Serbia by re-inventing the traditional shopping experience and positioning Galerija not just as a destination that looks, feels or operates differently to its predecessors in a competitive retail landscape; but also create value and stay relevant to their 3 key stakeholders: the 21st century shopper, it’s business partners i.e. tenants, the business and its valuable shareholders.
Lindsay McCann
Director of Customer Loyalty and Marketing
New Seasons Market
Lindsay McCann is the Director of Customer Loyalty and Marketing at New Seasons Market, the world’s first B Corp certified grocery store headquartered in Portland, Oregon. Lindsay has overseen the vision, strategy and growth of New Seasons Market’s burgeoning loyalty program, Neighbor Rewards. She also leads the Neighbor Rewards program at sister banner New Leaf Community Markets in Santa Cruz, California.
 
In addition to driving loyalty program operations, Lindsay leads the customer insights team, as well as paid and owned digital media campaigns. Lindsay is known for leveraging data to inform campaign tactics that demonstrate changes in customer behavior and a return on investment. Her career has spanned across the social sciences, data analytics and market research. Prior to joining New Seasons Market, Lindsay managed loyalty programs for Columbia Sportswear and Mountain Hardwear.
 
When not obsessing over customer data and loyalty program strategy, Lindsay heads out to the Pacific Northwest’s beautiful forests for various adventures: hiking, backpacking, fly fishing, dog sledding, and fatbiking are her heart's content. She's also proudly fluent in Italian.
 
Matt Moore
Vice President of Digital and Loyalty
Tim Hortons
Matt Moore is the Vice President of Digital and Loyalty at Tim Hortons where he leads the strategy and execution of these areas to help improve the guest experience.  Matt is a member of the Tim Hortons leadership team and during his 3 years has helped reset the digital agenda for the brand. Matt spent the previous decade outside of Canada, moving back to join the Tims team. Prior to joining Tims, he worked for Yum! Brands as Chief Customer Officer for Pizza Hut Europe where he helped begin a digital transformation at Yum! through the creation of Pizza Hut Digital Ventures.  He also worked for over 4 years at The Boston Consulting Group in their London and Dubai offices.  Matt holds an MBA from London Business School and a BSc (Hons) in Chemical Engineering from Queens University.
 
Karen Szarvas
Sr. Director of Customer Loyalty & Partnerships
The Vitamin Shoppe
Karen Szarvas serves as Sr. Director of Customer Loyalty & Partnerships at The Vitamin Shoppe®, an omni-channel specialty retailer and wellness lifestyle company. In her role, Karen oversees the newly redesigned Healthy Awards Loyalty program and is responsible for the development, execution and management of the program, as well as strategies to drive customer awareness, engagement and retention. Karen has more than 19 years of global marketing and loyalty experience and is a highly motivated, customer focused, thought leader. Prior to joining The Vitamin Shoppe, she worked at Wyndham Worldwide and consulted at KMS Marketing Solutions where she specialized in loyalty, branding, customer communications and experiences.
Cecilie Balfour
Senior Marketing Manager
TELUS
Cecilie Balfour is a Senior Marketing Manager at TELUS leading the go-to-market strategy for TELUS Rewards, the only points-based loyalty program offered by a telco in Canada, with over 1.3 million members. In this role, Cecilie focuses on how to build awareness and drive customer engagement with Rewards across all TELUS channels. Prior to TELUS, Cecilie worked in the advertising industry, specializing in brand strategy for financial, insurance, and tourism clients.
 
Cecilie just recently completed her MBA at the University of British Columbia in Vancouver, BC. She holds a B.A. from Simon Fraser University and a diploma in Digital Marketing from New York University.
Bill Schneider
VP Product Marketing
SheerID
Bill has been in the middle of the martech ecosystem for over 20 years to help B2C brands build personalized experiences across channels. He is currently VP of Product Marketing at SheerID, an Identity Marketing Platform that helps brands build relationships with consumers that are part of specific communities like teachers, students and healthcare workers. Prior to SheerID, Bill held leadership roles at Airship, Aisle7, and Webtrends. He lives in Portland, Oregon with his wife and two kids.
 
Stephanie Fernandez
Principal Loyalty Product Manager
Swiftly
Stephanie has anchored her career in loyalty and customer insights, leading loyalty program launches at BP, WIlliams-Sonoma, and Claire's. While at Cheetah Digital she supported a portfolio of enterprise level clients in the launch and enhancement of their interactive loyalty programs. As Principal Loyalty Product Manager at Swiftly, Stephanie builds loyalty solutions at the intersection of traditional loyalty and retail media to deliver profitable programs that drive incremental revenue and engage members. 
 
Jeff Casullo
Strategy Senior Manager
Deloitte
Jeff is a leader at Monitor Deloitte, he has 10+ years of experience in designing and delivery growth transformations for travel and hospitality companies. Having started his career in Deloitte’s technology practice, Jeff is uniquely able to bridge the gap between growth strategies and the development of the capabilities and technologies required to deliver against them. Jeff is a leader of Deloitte’s Loyalty Practice and has helped multiple clients in various stages of their loyalty journeys.
 
Pam Erlichman
Chief Marketing Officer
Jebbit
Pam Erlichman is the Chief Marketing Officer for Jebbit. With over 25 years of marketing experience, Pam is responsible for the Jebbit brand and marketing strategy. Prior to joining Jebbit, Pam was the Vice President of Marketing for Oracle Data Cloud which included creation and growth of Oracle Data Cloud’s industry firsts The Data Hotline and The Data Lab brands; providing data strategy and education to brand, media and agency partners. Pam joined Oracle Data Cloud via the Datalogix acquisition, where she created and grew the marketing function from its inception. Prior to Datalogix, Pam worked at Digitas, leading relationships with world class brands including Delta Air Lines, AT&T, FedEx, Ahold USA, Celebrity Cruise Lines and Progressive Insurance.
 
Nancy Flowers
Vice President of Insights & Loyalty
Hagerty
Nancy Flowers serves as the Vice President of Insights and Loyalty. Nancy leads the development of loyalty strategies and tactics which deliver long-term member value and drive Hagerty's industry leading NPS and client satisfaction results. In her role, Nancy measures and monitors the Hagerty brand's health and oversees VoC, championing a member-centric mindset throughout the organization.
 
Since joining Hagerty in 2005 as a marketing manager, Nancy's roles have had a singular focus: developing programs that drive loyalty, growth, and revenue.
 
Her experience provides a unique platform that incorporates analytics, strategy, and intuition to problem-solve and drive change. Nancy is a thought leader and a regular contributor to podcasts, webinars, and conferences within the client experience field.
 
Sabrina Lillew
Vice President of Loyalty Programs and Partnerships
Accor
  
Jay Hubbs
Vice President of Advertising - Marketing - Innovation and Analytics
Best Western

Jay Hubbs is the VP of Advertising, Marketing, Innovation and Analytics overseeing Best Western’s customer-facing efforts including online and offline advertising and Best Western Rewards.   

Jay has over 25 years of experience in hospitality, travel, and digital marketing.  Prior to Best Western, Jay was with Remington Hotels in Commercial Services and Digital Marketing positions, and before that worked at Expedia, Starwood Hotels as well as hotel operations roles early in his career.  Jay has also built startup companies with consulting firm Scient and online review company ReviewPro, as well as entrepreneurial ventures.  

Jay holds an BS in Hotel Administration from Cornell University as well as an MBA from the Wharton School at the University of Pennsylvania.  In 2018 Jay was named to HSMAI’s Top 25 Most Extraordinary Minds in Sales & Marketing and sits on HSMAI’s America’s Board.   

Mostafa Boutajrit
Vice President of Loyalty Financial Services and Customer Assurance
Caesars Entertainment
Mostafa Boutajrit is responsible for strategy, design and execution of Caesars Entertainment customer loyalty program, Caesars Rewards, the industry-leading loyalty program which fuels Caesars analytics marketing engine. Mo started his career with Caesars over 20 years ago, with multidiscipline background including Finance, Internal Audit, Casino and hospitality Operation.
 
Matt Goldberg
Director PRO Strategy and Loyalty
Floor & Decor 
Matt Goldberg is the Director of PRO Strategy and Loyalty for Floor & Decor. Over the past 4 years, Matt has managed the growth of the PRO department and developed the loyalty strategy for Floor & Decor, including creating, rolling out and optimizing PRO Premier Rewards, F&D’s Loyalty Program. Matt has loved contributing to the tremendous growth of the company and is passionate about driving loyalty in an industry where there is so much opportunity to gain Wallet Share. 
Katie Cassidy
Senior Director of Strategic Consulting
Kobie Marketing
Katie leads loyalty experience design and loyalty best practice engagements focused on meeting client program and profitability objectives for Kobie Marketing. She is committed to executing a data-driven and customer-centric approach in delivering client value to every project. She specializes in value proposition development, traditional and digital CRM planning and execution, customer lifecycle and retention framework, and short and long-range strategy development.
 
Don Smith
EVP and Chief Consulting Officer
Brierley
Don earned his Ph.D. in Political Science from The Florida State University, and spent 11 years in academia teaching statistics and policy evaluation. Prior to joining Brierley, he was a research director for Dallas County, in charge of database modeling, data mining and program reporting. He has authored several journal articles and a full-length book. At Brierley (his home for the past 15+ years) he leads our Strategic Consulting practice, responsible for engineering solutions which balance compelling value propositions with enhanced member experiences and data-driven customer engagement.  Also responsible for innovation in data science, he is an evangelist on behalf of the BLQ (Brierley Loyalty Quotient) and other actionable analytics solutions and products. His current client list includes Accordia Golf, Bal Harbour Shops, Cinergy, European Wax Center, Express, FedEx, Fleet Farm, Hertz, MyStays Hotels, NBC Digital Sports, Pandora and other innovative brands. An avid theater aficionado, his passion for presentation informs his marketing data analytics, where he eschews the traditional view in favor of a dynamic storytelling model that brings numbers to life through contextualization and the generation of actionable insights.
Karen Silveri
CX Manager - Premier Privileges & Luxury Standards
Lincoln

Karen Silveri is the Premier Privileges & Luxury Standards CX Manager at Lincoln Motor Company. Silveri has over 20 years of automotive experience, primarily working with luxury OEMs. After a hiatus from Ford Motor Company, Silveri returned in 2011 to work on the Lincoln brand. In her current role, she designs the Lincoln Access Rewards program — the first automotive rewards program focusing on the clients’ passions.

When Silveri rejoined Ford, her primary focus was to work with Lincoln retailers to change client experience at retail. The grassroots efforts she spearheaded, and her many successes, led her to her current role on Lincoln’s Client Experience team, designing and delivering the Lincoln Access Rewards program and leveraging it as an important opportunity for Lincoln to engage with clients.

Joe Reske
Head of Shopper Marketing
7-Eleven
Joe leads Shopper Marketing for 7-Eleven where his team creates brand building customer programs that provide innovative rewards and purchase incentives to loyal customers.  These activations not only come to life in-store, but also engage with consumers across the 7-Eleven digital ecosystem including digital apps, delivery, CRM, and social media.

Prior to joining 7-Eleven, Joe has spent over 15 years leading consumer marketing teams for world-class organizations such as PepsiCo, Dean Foods, and Fogo de Chao.  In each role – his passion has been to develop unique and creative products and programs that build lasting relationships with consumers and address their previously unmet needs. 

Joe holds both an MBA and Bachelors in marketing from the McCombs School of Business at the University of Texas at Austin.  He currently lives in Dallas with his wife Emily and their two children (who also serve as his expert Gen-Z focus group).
 
Ryan Draude
Adjunct Professor at Georgetown University and Head of Loyalty & CRM
Giant Food

The current Head of Loyalty & CRM for Giant Food, Ryan Draude has invested his career in the evolution of long-term customer relationships made through the benefits of loyalty & retention programs.

With Giant, he is responsible for fostering the customer relationships with prospective and current shoppers across omnichannel interaction points and forging the path toward benefits and experiences that serve millions of shoppers who shop both in-store and via eCommerce across the Mid-Atlantic.

Ryan formerly led Choice Privileges, the multi-billion-dollar reward program for Choice Hotels, and over a five-year period overhauled the program via the scrutiny of member data and the respect to listen to what members sought from the program. The results catapulted the program to its first major Freddie Award and moved the program from #11 in the country to #2 in the US News & World Report’s Best Hotel Reward Program category.

Prior, Ryan earned a U.S. patent for his work standing up Sallie Mae’s customer engagement efforts via his delivery of the first true-cost college affordability online tool for all families to understand the real education financing. His tenure includes other loyalty, marketing, and financial leadership positions with Rite Aid, Capital One, Citigroup and Switchfly.

He is also an Adjunct Professor at Georgetown University, teaching Loyalty Strategy within their Hospitality Leadership program at the Master’s level for the past four years.

Emily Mikus
Senior Director of Loyalty Strategy
Peapod Digital Labs (Ahold Delhaize)
 
Ebru Ak
CRM Program Manager
Shell

She has been in Shell for 16 years working in various roles ranging from Customer Relationship Management, Loyalty Marketing & Operation, Global Marketing and Business Consultancy. She has been driving customer-centric initiatives such as Loyalty restructuring, the award-winning Shell Club Smart Extra Card launch in Turkey, the replacement of loyalty terminals and establishing a powerful CRM Programme with her team. As part of her passion for diversity and inclusion, she is taking roles in different community organizations and describes her purpose as ‘giving back to society’.  She is a strong supporter of workforce equality! Favorite quote: Be the change you wish to see in the world! 

Wendy Culpepper
Chief Customer Officer
Kobie
As Chief Customer Officer at Kobie, Wendy leads the company’s Client Services and Business Development teams. She is a specialist in Solutions Architecture, Corporate Strategy, and Business Development that allows our clients to receive the best services and support. She manages front-line representatives with a deep understanding of the power and flexibility of Kobie’s technical solutions.

Wendy has worked in a multitude of industries including Retail, Consumer Electronics, Insurance & Banking verticals, and has deep experience in corporate alignment and strategic initiatives including M&A assessments, emerging markets, and loyalty marketing training for the broader organization. In addition, Wendy was awarded Top 40 under 40 in the 2020 Tampa Bay Business Journal as an outstanding Chief Customer Officer. One of her biggest achievements in her professional career includes serving as a presentation lead and product subject matter expert, resulting in over $60M in new business from Fortune 50,100, and 500 clients.
 
Carrie Trotter
Vice President of Loyalty CRM and Partnerships
AMC Theatres
Carrie Trotter is the Vice President of Loyalty, CRM and Partnerships for AMC Theatres, which is the largest movie exhibition company in the United States, the largest in Europe and the largest throughout the world with approximately 950 theatres and 10,500 screens across the globe. AMC has propelled innovation in the exhibition industry by deploying its Signature power-recliner seats; delivering enhanced food and beverage choices; generating greater guest engagement through its loyalty and subscription programs, web site and mobile apps; offering premium large format experiences and playing a wide variety of content including the latest Hollywood releases and independent programming.
 
In her role, Trotter leads AMC’s efforts to enhance experiences for their guests through AMC Stubs loyalty program, guest analytics, customer research and strategic partnerships. AMC Stubs has over 26 million households enrolled for benefits for every movie fan and enables a personalized, targeted marketing effort for those guests from a digital and in-theatre experience. Prior to AMC, she guided various retail clients on how to be on the inside track – inside the mind of the consumer, the needs of her partners and on the edge of innovation.  She’s passionate and enthusiastic about every movie, every theatre location and, of course, every movie snack!
 
Christy Johnson
Vice President of Branding
Certified Angus Beef
Connecting with consumers is the name of the game for Christy Johnson, the Certified Angus Beef ® brand’s vice president of branding. In her role, she enjoys strategizing with design, media and advertising professionals to create pieces that resonate with the shopping audience, and developing the brand’s consumer loyalty program, Steakholder Rewards. A big part of her success comes from her love for research and passion for not just marketing, but marketing intelligently.
 
A cowgirl at heart, Christy originally joined the brand’s supply development team in 1997 after interning at cattle ranches and graduating from The Ohio State University with a degree in animal science. Her skills in coordinating events and training programs led her to a broader role with the marketing team, where she directed development of rancher profiles and video resources, and training programs for retailers, foodservice sales teams and restaurant waitstaff.
 
She resides in Dalton with her husband, Allen, and their four teenagers. After work hours, Christy’s usually found raising livestock and cheering on the kids at 4-H shows and sporting events.