The Nordstrom Way Author Robert Spector to Present Keynote Address at the 2006 International Pool & Spa Expo/Bakcyard Living Expo
DALLAS—March 1, 2006—Best-selling author and international speaker on world-class customer
service, Robert Spector, will provide the Keynote Address during the 2006 International Pool & Spa Expo /
Backyard Living Expo, November 29-December 1 at the Las Vegas Convention Center. With a customer
service presentation that combines dry humor, incisive stories and take-away content, the Keynote
Address, “The Nordstrom Way” will take place on Wednesday, November 29, from 9:45 am to 10:30 am at
the Las Vegas Convention Center.
Free to all show participants, the Keynote Address is the headline event for the Expo’s educational
conference program, a series of 75 business and technical seminars. Attendees of the Keynote will earn
.75 business credit hours toward APSP certifications, including CBP Certified Building Professional® and
the Business Leadership Program.
Spector is best known for writing the national bestseller, The Nordstrom Way: The Inside Story of
America's #1 Customer Service Company, the first and only up-close and personal look at how this
company became the national standard of customer service. Spector is the only journalist ever given total
access to the inner workings of the Nordstrom culture.
The Nordstrom Way spent 17 weeks on the Business Week Bestseller List. Business Week said it
"bubbles with customer service insights." His newest take on this world-class retailer is The Nordstrom
Way To Customer Service Excellence: A Handbook for Implementing Great Service in Your Organization,
which features new interviews with top Nordstrom executives and salespeople, as well as unique
customer-service training exercises.
In 2005, Harvard Business School Press published Spector's Category Killers: The Retail Revolution and
Its Impact on Consumer Culture, which analyzes contemporary retail's most influential players (including
Wal-Mart, Costco, Home Depot, and Starbucks), guides readers down the aisles of retailing history, and
reveals what's in store for the future. Category Killers was recommended by the Washington Post,
Women's Wear Daily, Investors Business Daily, Fast Company, Mass Market Retailers, Seattle Times,
and Publishers Weekly, which said: "Anyone interested in the future of shopping, from both a business
and cultural perspective, will find this book to be a useful primer."
“With retailers making up a large portion of our attendee base, we are pleased they will have the opportunity to hear Robert Spector’s customer service insights,” said Rick McConnell, Vice President of
Hanley Wood Exhibitions. “His powerful message will captivate the audience, leaving them energized for
the show.”
For more information about the International Pool & Spa Expo, visit www.PoolandSpaExpo.com or call
972.536.6350 or 888.869.8522. For more information about the Backyard Living Expo, visit
www.BackyardExpo.com or call 972.536.6412 or 866.431.1683.
About the International Pool & Spa Expo
For the second year in a row, the International Pool & Spa Expo has been named by Tradeshow Week as
one of the 50 fastest growing tradeshows in North America, in recognition of the shows' growth in total net
square footage and number of exhibiting companies. In addition, the International Pool & Spa Expo ranks
#84 in the 2005 Tradeshow Week Top 200, an increase of 50 places since 2002. The event is owned and
produced by Hanley Wood Exhibitions, a division of Hanley Wood LLC. Sponsors of the event include
Pool & Spa News and the Association of Pool & Spa Professionals [APSP].
About the Backyard Living Expo
The Backyard Living Expo is owned and produced by Hanley Wood Exhibitions, a division of Hanley
Wood LLC. Sponsors of the event include Custom Home and Custom Home Outdoors, who serve as the
official show publications, as well as the National Association of Pond Professionals (NAPP), the
Association of Professional Landscape Designers (APLD), the Low Voltage Lighting Institute of the
Americas (LVLIA) and the Association of Pool & Spa Professionals (APSP). The show is endorsed by
the Casual Furniture Retailers Association (CFR).
About Hanley Wood
Hanley Wood, LLC, is the premier media company serving housing and construction. Through five
operating divisions, the company produces award-winning magazines and Web sites, marquee trade
shows and events, rich data and custom marketing solutions. The company also is North America’s
leading publisher of home plans. Hanley Wood Exhibitions (Dallas), conducts 15 trade shows, including
World of Concrete, one of the top 20 trade show events in the country.
Founded in 1976, Hanley Wood is a $225 million company owned by JPMorgan Partners, LLC, a private
equity affiliate of JPMorgan Chase & Co.
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