Feature
Auto Glass Week™ 2011
September 15-17, 2011
Memphis Marriott Downtown and
Memphis Cook Convention Center
Memphis, Tenn.
www.autoglassweek.com

Join the Auto Glass Replacement Safety Standards (AGRSS®) Council Inc., the Independent Glass Association (IGA), the National Glass Association (NGA), National Windshield Repair Association (NWRA), and AGRR™ magazine as the auto glass industry comes together in Memphis! The International Window Film Tint-Off and Conference™ will be co-located in Memphis together with Auto Glass Week for one unprecedented event. All of these organizations have agreed this is the ONLY auto glass event for the year.

The AGRSS® Council Inc.
The Auto Glass Replacement Safety Standards (AGRSS) Council Inc. is a not-for-profit organization dedicated to the safe replacement of auto glass. AGRSS was founded and is supported by companies in the auto glass replacement industry that keep safe installation as their primary goal. The Council is also accredited by the American National Standards Institute (ANSI) – a standards development organization – and has developed North America’s only auto glass replacement standard, the AGRSS Standard (ANSI/AGRSS 002-2002 Automotive Glass Replacement Safety Standard). The AGRSS Standard addresses procedures, education and product performance.

AGRSS Mission Statement:
To make every auto glass replacement safer by:
• Developing and maintaining standards for the replacement of auto glass;
• Educating and accrediting the industry; and
• Promoting awareness of the AGRSS Standard to the insurance industry and driving public at large.

IGA
The Independent Glass Association (IGA) is the only association dedicated to the needs of the independent glass companies in North America. Its members are also dedicated to the professional and ethical installation of glass in a safe and proper manner. IGA members are located in all 50 states and ten countries.

IGA Mission Statement
The mission of the IGA is to:
• Secure free and fair access to glass services for its members by defending and promoting the consumers’ right to choose their glass service providers;
• Advance ethical business practices and encourage pure competition;
• Promote safe and proper glass services to consumers in accordance with all applicable standards and laws;
• Be a source for education, resources and information to the glass industry; and
• Serve as an advocate for independent glass service providers before customers, insurers, regulatory and legislative entities and other groups.

NGA
Founded in 1948, the National Glass Association (NGA) serves the architectural glass, automotive glass, and window and door industries. The NGA represents nearly 3,000 member locations throughout North America.

NGA Mission Statement
The mission of the NGA is to:
• Provide information and education; and
• Promote quality workmanship, ethics and safety in the architectural, automotive and window and door glass industries.
NWRA
The National Windshield Repair Association (NWRA) is recognized nationally and worldwide as a professional source of reliable information on windshield repair. NWRA provides information and consultation to interested parties including commercial, government and trade organizations. NWRA is the only trade association devoted solely to the windshield repair industry.

NWRA Mission Statement
The mission of the NWRA is to:
• Promote and develop the legitimacy of windshield repair as the first option for glass;
• Provide and promote best practices for those engaged in windshield repair;
• Provide the public with the benefits of repair;
• Provide education, resources and information about repair;
• Develop and promote qualified, ethical repair practices; and
• Serve as an advocate for the windshield repair industry before government and other regulatory groups.

AGRR™ Magazine
AGRR™ is the only publication in the world devoted exclusively to the auto glass repair and replacement industry. Every bit of information in AGRR is tightly targeted and focused on the reader. AGRR reaches more than 20,000 subscribers with its print publication as well as the digital edition provided to international readers. Additional services include the daily news source of glassBYTEs.com™ and its e-newsletter as well as many other customized offerings for the auto glass industry.

AGRR™ Magazine’s Walt Gorman
Memorial Windshield Repair Olympics
The Walt Gorman Memorial Windshield Repair Olympics (WRO) was created to provide a venue for repair technicians to showcase and learn the finest repair techniques from one another. The WRO, which is in its sixth year, will be held on the show floor in the Memphis Cook Convention Center on September 15-16.

AGRR™ Magazine’s
Pilkington Clear Advantage Auto Glass Technician Olympics
The Pilkington Clear Advantage Auto Glass Technician Olympics (AGTO) is the event for auto glass technicians from all over the world to come together in an educational forum to compete and learn from one another. This annual gathering plays an important role in the auto glass replacement industry to ensure that technicians have the ability to showcase their skills and techniques through a premier competition and educational demonstrations. The AGTO will be held on the show floor in the Memphis Cook Convention Center on September 16-17.

Thursday, September 15 - Sessions

8:00 AM – 8:30 AM
Welcome and Auto Glass Week™ Opening
Enjoy this official start to an unprecedented event. Hear the various groups’ leaders speak about their goals and intent for the event and how it will continue to serve the automotive glass industry for years to come.
Speakers: Representatives from co-sponsoring associations.

8:30 AM – 9:45 AM
Glass Quality
Differentiation is essential to remain competitive in any industry. Come and learn what separates one windshield from another, and take a look at the definition of “quality” in the automotive glass industry.
Speakers: Representatives from Pilkington, Pittsburgh Glass Works and other auto glass manufacturers.

9:45 AM – 11:00 AM
What’s Up (and Down) in Motor Vehicle Hazard Reduction?
During this session, an automotive safety expert will look at past auto collision fatality statistics, automotive design and more. Hear what movements have taken place, and projected future steps in regards to automobile safety and how they impact your business.
Speaker: Ben Kelley of Product Hazard Consulting.

11:00 AM – 12:00 PM
Understanding the Customer of the Future
Market trends are changing. The person who has the final buyer power no longer lives at a home with a white picket fence, 2.5 children and a dog. Who is your customer? Great question – and one that will determine the future success of your business. Learn how to build business with people not like you. Kelly McDonald is a recognized expert on multicultural marketing and business trends.
Speaker: Kelly McDonald of McDonald Marketing.

12:00 PM – 1:00 PM
Lunch Break

1:00 PM – 2:00 PM
Organization Update: The Groups That Work For You
What really are the member benefits? What do my dues go toward? Are there resources that will benefit my small, two-man shop? This session will provide a panel of spokespeople from each of the auto glass organizations to help provide answers to these questions and many more. Make sure you join us in learning just how hard your associations and groups are working to better the industry as a whole, provide resources and tools to you, their members, and why you, too, should take an active role.
Speakers: Representatives from co-sponsoring associations.

2:00 PM – 3:00 PM
Insurance and Its Future with Auto Glass
The ongoing question of the role of insurance companies within the auto glass industry is one that receives a great deal of interest. Come hear what the predictions are from the insurance firms themselves and what lies ahead on their future road. This is one session not to miss!

3:00 PM – 4:00 PM
The 10 Commandments for Successful Business
Every manager knows good guidelines (when followed) make for a good working environment. So take that and apply a step further and amp-up the guidelines to be full-fledged commandments. Come hear what every business should know and be enforcing. Global marketing resources manager for Sika Corp. and long-time AGRR™ columnist Carl Tompkins, who is leading this session, also will unveil his own business management book for the first time at Auto Glass Week™ 2011.
Speaker: Carl Tompkins of Sika Corp.

4:00 PM – 6:00 PM
International Window Film
Tint-Off™ Preliminaries Tinters will compete for a spot in the finals.

4:00 PM – 8:00 PM
Auto Glass Week™ Exhibition/Extravaganza
Visit with our sponsors to see the latest products and services.

4:15 PM – 7:15 PM
Windshield Repair Olympics Preliminary Heats
Windshield repair technicians will compete to produce a quality repair.

6:00 PM – 8:00 PM
International Window Film Tint-Off™ Finals
The top finalists will compete to see who is the World’s Best Window Film Tinter.

6:30 PM – 8:00 PM
Silent Charity Auction/Cocktail Party on Show Floor
Join your colleagues for this exciting and fun silent auction. Enjoy a beverage and bid on one of the many intriguing items available.
Sponsored by the AGRSS Council Inc.

Friday, September 16 - Sessions
8:00 AM – 9:00 AM
Standards Update: AGRSS® and ROLAGS™ Standards Updates
You have heard about the Standards, and hopefully you are applying them in your everyday business. Learn what updates are being made from the AGRSS Council Inc. and National Windshield Repair Association representatives. These Standards separate the best from the rest. Learn how these updates benefit you.

9:00 AM – 10:15 AM
Future Cars and the Glass They’re Using
Never put off until tomorrow what you can learn today. One competitive edge is to be the business that can tackle any vehicle. This is easier said than done as automobile manufacturers continually push the envelope with their designs. This session will cover the future cars and the new design elements incorporating more glass to help you get a leg up on what’s to come.

10:15 AM – 10:30 AM
Networking Break

10:30 AM – 11:30 AM
Keynote Speaker: Mike Eruzione,
1980 U.S. Olympic Hockey Team Captain
Teamwork for Success
Mike Eruzione served as the captain that led the 1980 U.S. Olympic Hockey Team to its Gold Medal victory in Lake Placid, N.Y. The highlight of the games for Mike was scoring the game-winning goal against the Soviet Union. That victory against the Soviets advanced the U.S Hockey Team to the Gold Medal Game where they beat Finland to win the gold medal.

Mike played on two U.S National Teams and played two years with the Toledo Goaldiggers of the International Hockey League (IHL). The IHL rewarded Mike with the McKenzie Award, which is presented annually to the most outstanding American-born player in the IHL. The following year Mike was chosen to join the 1980 Olympic Team. He was further honored by being elected captain by his Olympic teammates.

After the victory in Lake Placid, Mike spent several years in New York and New Jersey as a sports commentator for Madison Square Garden. In 1984 Mike joined ABC and did broadcasting for the Winter Olympics in Sarajevo, the Summer Olympics in Los Angeles and the 1988 Winter Olympics in Calgary. In 1992 Mike did broadcasting for CBS in Albertville, France, and in Lillehammer, Norway, during the 1994 Olympic Games.

The 1980 Olympic Team received many accolades after winning the gold medal, including being inducted into the U.S. Olympic Hall of Fame. On December 2, 1999, the 1980 Olympic Hockey team was given the ultimate compliment when Sports Illustrated magazine voted its moment as the number-one sports moment of the century. Mike and his teammates had the honor of lighting the Olympic Flame at the Opening Ceremonies of the 2002 Winter Olympic Games in Salt Lake City. In 2004 Mike and his teammates were featured in the Disney movie “Miracle.”

For the past several years Mike has traveled throughout the country representing major corporations as their spokesperson and/or motivational speaker. Presently he is employed by Boston University (BU) as the director of development for athletics. Mike resides in his hometown of Winthrop, Mass., with his wife and their three children. Mike is actively involved with fundraising events for the Olympic Committee as well as several charitable and youth organizations.


11:30 aM – 12:30 PM
The Changing Face of International Auto Glass
Although each country has its own considerations and differences when it comes to auto glass, there are quite a few commonalities. This panel will bring some of those topics to light by providing an inside and in-depth look at what is occurring globally with our industry.

11:30 AM – 1:00 PM
Brown Bag Workshop: How to Market to Your Future Customer
This workshop will follow the earlier session, “Understanding the Customer of the Future” with an even deeper look. Learn marketing tactics by participating in case studies and role playing, and walk away with a better grasp on how to prepare to reach those who are your future customers in a manner to which they will respond.
Speaker: Kelly McDonald of McDonald Marketing.

12:30 PM – 1:30 PM
Lunch Break

1:30 PM – 3:00 PM
Create Sales: Be Order Makers Not Order Takers
Are you really listening to your customers’ needs? This session will teach you how to convert a customer inquiry into a buyer. Learn some techniques for overcoming objections and how to be a consultant instead of a pushy representative.
Speaker: Mitch Wasden of ContactPoint LLC.

3:00 PM – 7:00 PM
Auto Glass Technician Olympics Preliminary Heats
Technicians will compete to replace a windshield with a focus on quality.

3:00 PM – 7:00 PM
Auto Glass Week™ Exhibition/Extravaganza
Visit with our sponsors to see the latest products and services.

3:15 PM – 5:15 PM
Windshield Repair Olympics Finals
The top finalists will compete to see who is “The World’s Best Auto Glass Repair Technician.”

4:00 PM – 6:00 PM
Cocktail Party on the Show Floor
Enjoy a libation and talk shop while surrounded by friends and colleagues.

Saturday, September 17 - Sessions
8:00 AM – 8:45 AM
Group Break-Outs
Each association is available to provide answers to elements pertaining to their membership and potential members. Please visit the Auto Glass Week website to see the latest topics for these focused break-out sessions presented by the IGA, NWRA and NGA.

9:00 AM – 10:30 AM
Automotive Information You Need to Know
Lauren Fix, “The Car Coach®,” will speak on customers and how your company is viewed by your clients, especially women. Come learn what you really need to focus on to succeed.

9:00 AM – 12:00 PM
Auto Glass Technician Olympics Finals
The top technicians will compete to see who is “The World’s Best Auto Glass Technician.”

9:00 AM – 12:00 PM
Auto Glass Week™ Exhibition/Extravaganza
Visit with our sponsors to see the latest products and services.

10:30 AM – 10:45 AM
Networking Break

10:45 AM – 12:00 PM
Professionalism in the Industry: Comportment,
Certification and Customer Service

Customer service is not dead and this session is going to highlight its rightful place as one of your best selling tools for new clients and retention factors for current customers. Learn how to put your certifications to work, or become certified if you aren’t already. If you are looking for steps to take to solidify your market share, this is the session for you.

12:00 PM – 1:30 PM
Awards Luncheon
Come celebrate with all the contestants for their dedication to increasing the professionalism and quality of our industry.

An Idea Turned into Reality
Auto Glass Week 2011™ took the input of suppliers, retailers and technicians and worked to create one unprecedented event where anyone in the automotive glass industry could come, meet with colleagues, talk shop with suppliers, view or compete in a fast-paced, safety-focused competition, and not have to break the budget to do so. In years past, the industry had a multitude of groups offering various educational conferences and events to attend. Building on each one’s strengths, Auto Glass Week is a culmination of those innovative ideas and resources, created exclusively for you.

We’re All About Memphis
Memphis is known as the Home of the Blues and the Birthplace of Rock ‘n Roll. Just take a stroll down Beale Street and you will hear the music of artists such as B.B. King and W.C. Handy performed by some of the most talented blues bands around. Rich in culture, Memphis has a number of theatres, museums and other artistic attractions including the beloved Graceland Mansion. A few sites worth seeing off the beaten path are the old Lorraine Motel, now the National Civil Rights Museum, where Martin Luther King Jr. was assassinated, and the Memphis Rock ‘n’ Soul Museum, which is an offshoot of the Smithsonian Institution. For sports fans, Memphis is home to the Redbirds baseball team, River Kings hockey team and the Memphis NBA Grizzlies.

Education and Give-Aways
Work hard, play hard. Auto Glass Week™ appreciates the attendees who come to educate themselves and increase their level of professionalism, safety and knowledge. As a small token of that appreciation for your hard work, Auto Glass Week will be providing door prizes during some of the educational seminars (many of which will be given at the Saturday educational sessions.) You must be present to win and some of the items being given this year are:
• Blu-ray Player;
• Camera;
• iPod;
• Nintendo Wii; and
• So much more!

Southern Hospitality at Our Host Hotels
Auto Glass Week™ attendees will reside in comfort at the Memphis Marriott Downtown and the Crowne Plaza Memphis. Discounted rooms have been made available to Auto Glass Week attendees for only $99 per night, plus tax. (You must reference that you are with Auto Glass Week to receive the discounted rate). The rate is only available until August 25 so book soon as rooms have been going quickly! Visit autoglassweek.com and select the hotel tab to book your reservation online.

Want to save money by sharing a room? Our staff will match you with others looking to share. Contact Katie Hodge at khodge@glass.com or call 540/720-5584, ext. 130, with your dates of arrival and departure and room type preference.
The Memphis Marriott Downtown is located on 250 North Main Street and Crowne Plaza Memphis is located just one block away, these hotels are truly in the heart of the city and provide guests with all the latest comforts and amenities, as well as fabulous views of the city skyline. Right on the Memphis Trolley line, you will be close to shopping, museums, and the world-renowned entertainment and exciting nightlife of Beale Street. Also, the National Civil Rights Museum, Brooks Museum of Art, AutoZone Park and FedEx Forum are all nearby for your entertainment.

Plan Now and Pre-Register
The hotel room blocks have been expanded to meet demand. Be sure to optimize your show savings by reserving your room early for the discounted rate and by pre-registering to receive the full event for a discounted rate. Pre-registration also helps us plan proper room sizes and seating, adequate food and beverage and other items for your enjoyment and comfort. We encourage you to pre-register at autoglassweek.com/register or by using the form on the following page. You must pre-register by the end of business on Friday, September 2, 2011.

AGRR
© Copyright 2011 Key Communications Inc. All rights reserved.
No reproduction of any type without expressed written permission.