The Road To 2020: Keeping Pace with Gaming & Vegas Changes

The year 2020 will bring major changes to Las Vegas and to the gaming industry as a whole. In Las Vegas, a variety of new casinos and sports and entertainment attractions will open, turning the Strip on its head. In gaming, changes in technology will only accelerate during the next year and begin moving at the speed of light as we enter the new decade. From new ways to play casino games to shifting demographics to a reconfigured casino floor, gambling in 2020 and beyond will change fundamentally. The Road to 2020 will prepare operators, suppliers, regulators and educators for what lies ahead.

Welcome: Stowe Shoemaker, Dean, UNLV’s Harrah’s College of Hospitality

The Las Vegas Strip: Today and Tomorrow
Speaker: Brent Pirosch, Director of Gaming Consulting, CBRE’s Global Gaming Group

Under Construction: Raiders Stadium, Area 15, Caesars Convention Center, LV Convention Center, Circa Resort & Casino
Moderator: Nehme E. Abouzeid, President, LaunchVegas
Speakers: Derek Stevens, CEO, The D Hotel & Casino
Jim Heilmann, General Manager, AREA15
Michael Massari, Chief Sales Officer, Caesars Entertainment
Mark Shearer, Chief Revenue Officer, Las Vegas Raiders
Glen Maxwell, Vice President Preconstruction, The PENTA Building Group

Who’s Coming?: The Shifting Demographics of the New Las Vegas Visitor
Moderator: Andrew Klebanow, Senior Partner, Global Market Advisors
Speakers: Stephen Hill, CEO, Las Vegas Convention and Visitors Authority
Oliver Lovat, CEO/Managing Director, Denstone REA

Keynote Speaker: Sandra Douglass Morgan, Chairwoman, Nevada Gaming Control Board

The New Casino Floor: Technology & Design Intersect
Moderator: Julie Brinkerhoff, President, Lifescapes International
Speakers: Debi Nutton, Vice President, Casino Administration, Wynn Resorts
Michael Volkert, Senior Vice President of Relationship Marketing for Venetian/Palazzo
Brett Ewing, Partner, Cuningham Group

Staging Themed Events: Making It Exciting
Moderator: Roberta Perry, Vice President, Business Development, Edwards Technologies
Speakers: Eddie Sotto, Founder, Sotto Studios
Susan Bonds, CEO, 42 Entertainment
Alex M. Calle, CEO and CCO, Entertainment Design Corp. (EDC)

The Diverse Organization: What It Really Means to Lead ‘Like A Woman’
Moderator: Christie Eickelman, Vice President, Global Marketing, GLI
Speakers: Eileen Moore, Regional President -Cromwell, Linq, Flamingo & Harrah’s Las Vegas
Phyllis Gilland, Senior Vice President & General Counsel, Golden Entertainment, Inc.
Ann Simmons Nicholson, President/CEO, Simmons Group
Clio Knowles, Vice President of People, Virgin Hotels

EPISODE SPONSOR: PENTA
LUNCHEON SPONSOR: Caesars Entertainment
NETWORKING SPONSOR: Cuningham Group

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Operators vs. Manufacturers: Making Peace

Communication between operators and manufacturers has never been great in the casino industry, but has worsened in recent years. Manufacturers build amazing games with spectacular bonus levels, but to pay for those games, operators set the payback percentage too high for players to enjoy those bonuses. At this session, operators and manufactures will sit down and discuss vital issues for casinos: the changing casino floor and new technology, the innovation of new games and systems, and the regulatory stranglehold in some jurisdictions. Also participating in this Episode will be executives who have worked on both sides of the fence.

Setting the Stage: Walking the Walk
Speaker: David Patent, Chief Executive Officer, VizExplorer

The Great Debate: Creating the Extraordinary Gaming Experience
Moderator: Buddy Frank, President, Slot Strategies
Speakers: Kathleen McLaughlin, Vice President of Marketing and Product Management for NOVOMATIC Americas
Jeff Jordan, Executive Director, Loyalty & Rewards, PlayStudios
Richard Schuetz, Former Gaming Operator, Supplier and Regulator
Gavin Isaacs, Non-Executive Chairman, SBTech
Bob Boughner, Partner, Global Market Advisors, Member, Boyd Gaming Board of Directors, and former President & CEO, The Borgata

The Future Is Now: New Technology That Will Rock the Floor
Moderator: Marcus Prater, Executive Director, Association of Gaming Equipment Manufacturers
Speakers: Georg Washington, President, Synergy Blue
Brian Wyman, Senior Vice President, Operations & Data Analytics, The Innovation Group
Ben Rose, Gamecon Esports

TITLE SPONSOR: Konami
SPONSORS: AGEM, Agilysys, Crane PI, Gaming Arts, GLI, The Innovation Group, Interblock, Panasonic,PENTA

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Table Games & ETGs: Setting the Bar

Table games have made a resurgence in gaming in the last 10 years. Using some technology and bonusing first found on slots, table games have become more exciting and compelling. Ironically, millennials seem to gravitate to tables for the social interaction and camaraderie. And electronic table games have become a great introduction to tables for gamblers who may be intimidated by other players, or who may not be able to afford high table game limits or for players who enjoy a more solitary experience. Learn about upcoming innovations in the ETG market. Hear from operators and manufacturers how this segment of the industry is quickly evolving.

Table Truths: Myths and Facts
It’s called gambling and it happens on both sides of the table. Decisions made by casino management can impact the success of the tables and the entire casino. At this session, hear about how table games have been used over the years and what the current crop of casino operators might be missing?

Speaker: Bill Zender, Author, Casino Gaming Consultant

By the Numbers: How to Evaluate and Value Table Games
Unlike slot machines, table games vary widely from one to another because of different play, rules and math. Casino operators can alter the rules to boost profitability but what does that do to the players’ enjoyment of the game? Attracting big players is a goal but at what cost? Comping table game players is standard, but at what level? And do you value your hold percentage more than table win? These and other questions will be addressed at this session.

Moderator: Bill Zender
Speakers: London Swinney, Vice President, Casino Operations, MGM Grand; Vic Taucer, President, Casino Creations; Earle Hall, CEO, AXES Network

Electronic Table Games: Entry Point or Exciting Profit Center?
Today’s electronic table games are much more than slot-machine look-alikes reserved for people too intimidated to play a live game. ETGs today are exciting areas of the casino where players congregate for community and social interaction. Live-dealer ETGs take the excitement to the next level as the devices become part of an overall experience never before presented in a casino setting. Also hear about side bets, hybrid games and bonus bets that make a traditional table game a sensation.

Moderator: Bill Zender
Speakers: John Connelly, CEO, Interblock; John Hemberger, Senior Vice President, Table Products, AGS;
Roger Snow, Senior Vice President, Scientific Games; Brandon Knowles, Executive Director of Table Games, Aruze; Steph Nel, General Manager, TCS John Huxley America

Games People Play: The Human Factor
Some casinos only see players as “data points” that contribute to the bottom line. Others recognize that people are the heart of the casino and table game players are the soul. In this session, speakers will address the hiring, staffing and training of table-game workers and how they can often make or break a department. Also covered will be events and promotions that can bring the best players to your casino at the most challenging times.

Moderator: Bill Zender
Speakers: London Swinney, Vice President, Casino Operations, MGM Grand; Vic Taucer, President, Casino Creations; Roger Snow, Senior Vice President, Scientific Games

TITLE SPONSOR: Konami
EPISODE SPONSOR: Interblock

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Tribal Gaming Economy: Battling Competition

Tribal government gaming is one of the most important industries in Indian Country, but unfortunately many of the facilities are located far from gaming education. At this GHES session, held at Morongo Casino Resort & Spa in California, hear about such important topics as the latest trends in slot machines, how non-gaming amenities can set you apart from your competitors, how finance and cash transactions are getting increased attention from state and federal governments, how investment in new technology will provide a dramatic return, and much more. Plus, panels featuring the leaders of Southern California casinos and tribes.

Welcome: Robert Martin, Chairman, Morongo Tribe

CEO Panel: Casino Leaders, Market Conditions
Running a tribal casino isn’t much different than running a commercial one. They all have slot machines, most have table games and some have sports betting, bingo and keno. Managing those diverse departments takes skill and experience. And adding on the next wave of non-gaming amenities means a CEO must have a diverse skill set and an elite staff. At this session, learn how managers of the tribal casinos set and reach their goals.

Moderator: Katherine A. Spilde, Ph.D., Director, Sycuan Institute on Tribal Gaming, San Diego State University
Speakers: Peter Arceo, General Manager, San Manuel Band of Mission Indians; Mark Birtha, President, Hard Rock Sacramento, John James, COO, Morongo Casino Resort; John Dinius, General Manager, Sycuan Casino Resort

 

Marketing Methods: What Works, What Doesn’t
Tribal casinos generally are stand-alone facilities, or part of a small number of gaming enterprises. So they lack the support of a large corporate structure and their marketing must be more innovative and authentic than commercial casinos. Marketing expert Mike Meczka will explain how to create marketing programs that not only succeed in bringing in customers, but create a brand that resonates.

Speaker: Michael Meczka, President, MM/R/C Inc.

 

Expand or Die: Non-Gaming Amenities
Opportunity and competition has heated up in Native American gaming. If your casino is not expanding or considering expanding, you’ll be left behind. And growing your gaming floor isn’t as important as adding additional food-and-beverage outlets, high-end rooms and suites, pools and spas, retail, meeting space and more. Hear from the experts about how to determine the best mix of gaming and non-gaming amenities.

Moderator: John Cannito, President, The PENTA Building Group
Speakers: Dike Bacon, Principal, HBG Group; John Dinius, General Manager, Sycuan Casino Resort; Mike Meyers, Senior Principal/Senior Project Director, Lifescapes International

Keynote Speech: James Siva, Vice Chairman, California Nations Indian Gaming Association and Vice Chairman, Morongo Band of Mission Indians


Tribal Technology: Cutting Edge in Indian Country
Indian Country has won a well-deserved reputation as the place where innovative new technology debuts in the gaming industry. Forward-thinking tribal gaming leaders understand that new technology gives their properties the edge when it comes to increased competition and customer loyalty. At this session, technology providers will explain what’s on the horizon in hardware, software and unique customer service programs.

Moderator: Gene Johnson, Executive VP, Victor Strategies
Speakers: Tom Soukup, Sr. Vice President & Chief Systems Product Officer, Konami Gaming;
Angie Dobney, Vice President/Gaming and Casino Sales, Rainmaker,
Michael Minor, Executive Vice President, Global Payments Gaming Solutions
Rob Jacks, CIO, Agilysys

 

What Are The Odds: Sports Betting in Indian Country
The explosive growth of sports betting in the U.S. has thus far not been equaled in tribal casinos. While a few tribes have taken steps toward sports betting, others are taking a wait-and-see attitude while legal, political and technological issues get resolved. This session will review the status of sports betting in some of the largest tribal gaming states and discuss the issues facing tribes.

Moderator: Valerie Spicer, Founding Partner, Trilogy Group
Speakers: Max Bichsel, US Director, Kambi; Steve Bodmer, General Counsel, Pechanga Tribal Government; Vic Salerno, President, USBookmaking

 

Change Orders: Tribal Gaming of the Future
Tribal gaming is not immune to the changes sweeping through the commercial and online gaming industry. The games people play are evolving, tables games are becoming more  popular and electronic, and mobile sports betting is spurring interest in online casinos. So how is a tribal gaming enterprise expected to compete? At this session, experts will peal back the curtain a bit to reveal the casino floor of the future, explain how tribes can remain relevant in a rapidly changing industry, and discuss the challenges-and opportunities-that accompany this change.

Moderator: Victor Rocha, President, Victor Strategies
Speakers: Jeffery Berns, Executive Director of Casino Operations, Morongo Casino Resort; Michael Capen, Director Client Services, Gaming Laboratories International, LLC; Rikki Tanenbaum, Chief Marketing Officer, San Manuel Casino

TITLE SPONSOR: Konami
EPISODE SPONSOR: PENTA
RECEPTION SPONSOR: Rainmaker
NETWORKING SPONSOR: Cognizant
LANYARD SPONSOR: Lifescapes

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Retail and Food & Beverage: A Menu of Options

The food-and-beverage department gives casinos the best opportunity to differentiate themselves from their competitors. Hear from some of the experts in F&B on the latest trends in dining, what works and doesn’t in the casino setting and how to expand your offerings. Also how technology for F&B outlets can improve efficiency and revenues. And retail offers a growing segment that is often limited to gift shops and convenience stores. Learn how to maximize your shopping space and what types of retail perform well in a casino environment.

Shop ‘Till You Drop: How Retail Works in a Casino Environment

  • What brands appeal to gamblers
  • Is there opportunity to grow beyond your current customers
  • Does it make sense for the casino operator to own the stores

Moderator: Roger Gros, Publisher, Global Gaming Business Magazine
Speakers: Jim Heilmann, General Manager, Area15
Cassandra Mahtesian, Director of Finance, Experientia Development Partners

Food Tech: Systems & Programs That Create Savings and Efficiencies

  • How mobile devices are becoming an option for ordering food and drinks
  • Why the design of food outlets often impact success
  • How food waste can become a profit center for your casino

Moderator: Rino Armeni, Founder & Chairman of the Board & CEO Las Vegas Business Academy; CEO, Armeni Enterprises
Speakers: Rohith Kori, Senior Director of Strategy, Agilysys
John F. Glaser, Chief Operating Officer, GSL Gaming Group

Noon Food & Beverage: An Art and a Science

  • How top-shelf liquor brand help market your casino
  • Are celebrity chefs worth it?
  • How to maximize your F&B square footage

Moderator: Rino Armeni, Founder & Chairman of the Board & CEO Las Vegas Business Academy; CEO, Armeni Enterprises
Speakers: Elizabeth Blau, Founder and CEO, Blau + Associates
Travis Hackney, Vice President National Accounts-Gaming, Sysco
James Mulidore, Senior Director of Food & Beverage, The Cosmopolitan of Las Vegas

The Celebrity Chef: F&B Trends and Opportunities

  • Learn about new directions in food service
  • Hear war stories about new restaurants
  • Understand how casino resorts utilize celebrity chefs

Speakers: Tom Kaplan, Senior Managing Partner, Wolfgang Puck Fine Dining Group
Mark Andelbradt, Corporate Executive Chef, Spago’s, Wolfgang Puck Fine Dining Group

TITLE SPONSOR: Konami
EPISODE SPONSOR: Cintas
NETWORK SPONSOR: Clarion Gaming

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Customer Service & HR: The People Factor

Building a Team: How To Hire and Retain
With the lowest unemployment rate in more than 50 years, the opportunities to build a team in a new casino from the ground up are almost over. Human resource experts must think outside the box to fill vacancies with quality applicants. During this session, casino recruiters will discuss how to fill these jobs, how to offer a package that appeals, and how to retain high-level employees.

  • How technology is changing recruitment
  • Why the personal touch matters
  • How to negotiate the best deal

Moderator: Jennifer Martinez, Owner, President & CEO, Consult HR Partners
Panelists: Bill Werksman, Managing Partner, Resource Partners
Ben Farber, President, Bristol Associates
Marwa Mitchell, Vice President Recruitment—North America, Pentasia


Raising Morale: How to Motivate and Reward
Once you’ve recruited the best, it is now important to strengthen the link between the employee and the company. Creating loyalty, extending trust and developing customer service is all part of an ongoing effort to build a professional workforce. Legal and HR professionals will address these issues and more, with suggestions about how to build employee morale, recognize employee achievements and create an environment to succeed.

  • How employee service builds customer service
  • Why communication lines should be clear and transparent
  • Making connections with the community

Moderator: Donald Hoover, Managing Partner, Gaming Hospitality Experts
Panelists: John Ceresani, Principal, The Pharos Group
Missy Tracy, Municipal Relations Coordinator, Ho-Chunk Gaming Madison
Annette Aguirre, Director of Gaming, Cintas

People Potential: Human Resource Issues & Answers
Today’s workplace is fraught with dangers: sexual harassment, problem gambling, downsizing, gender identity, bullying, union organizing are just a few of the challenges for the human resources professional.

  • How to traverse the minefields of HR compliance
  • How has the #MeToo movement impacted gaming
  • Why improving communication with employees boosts morale

Moderator: Roger Gros, Publisher, Global Gaming Business Magazine
Panelists: Rick Fields, Former Senior Vice President, Gaming Operations, Mandalay Bay
Melissa Joseph, Director of Human Resources, AGS
Matt Krystofiak, Sr. Vice President of Human Resources, Las Vegas, Caesars Entertainment


Recalibrating to the Possible: Focus on the Positive
Don’t kill your business with “can’t.” When your customer service reps tell players what they “can’t” do for them, that negativity spreads throughout your players, as well as your employees. Focusing on the positive triggers proven brain responses in your staff and customers. This session will present ways to focus on possibilities and how you can recalibrate to your next level of customer service.

  • How to handle difficult customer situations
  • Why empowering employees can work
  • Learn how to deliver extraordinary level of customer service

Speakers: Paul Speirs-Hernandez, Founder and President, Steinbeck Communications
Kim Marie Rebeiro, Executive Coach, International Trainer, and Keynote Speaker

TITLE SPONSOR: Konami
EPISODE SPONSOR: Smokefree Casinos
NETWORK SPONSOR: Clarion Gaming

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David Norton

David Norton is the chairman and chief marketing officer of GALE, which helps clients transform their businesses by bringing together the expertise of a top management consultancy with the creativity of an ad agency, backed by strong digital and data analytics capabilities.

Prior to that, Norton spent 12+ years at Harrah’s/Caesars Entertainment as the chief marketing officer, where he was the architect of the company’s loyalty program Total Rewards, its CRM capabilities and analytic approach that are well-known and respected. He also led brand, advertising, digital, multi-cultural marketing, hotel revenue management, sales, retail stores and entertainment. He was recognized as the CMO and Direct Marketer of the year in 2010 by CMO Magazine and Target Marketing respectively.

Prior to Harrah’s he worked at MBNA and American Express, and he is a member of the board of directors of a diverse set of companies including Home Care Assistance, Buzz Points, NVision Lasik Centers, Learners Edge and Carepoynt. He has a BS in Finance from Boston College, an MBA from Loyola in Baltimore and a Masters in Technology Management from the University of Pennsylvania

In November 2017, David released a book with McGraw Hill called The High Roller Experience, which provides insight on the marketing, analytic and digital expertise and organizational processes required to transform the customer experience and enhance marketing efficiency.

Bill Zender

As former Nevada Gaming Control Agent, casino operator, professional card counter, and casino consultant, Bill Zender has been involved in various areas of gaming and hospitality since 1976. In the past, Zender has instructed courses on game protection, card counting, advantage play, and gaming operations at various colleges and institutions throughout the country. As a member of JMJ, Inc., Zender was an owner and operator of the Aladdin Hotel and Casino and has additional operational experience in card room casinos in California. He is also considered an expert in Asian gaming. Besides his practical gaming experience, Zender holds a bachelors in hotel administration and a masters in business. As a gaming author Zender has penned seven non-fiction books on gaming including Card Counting for the Casino Executive, and the Casino-ology series. Owner/consultant of Bill Zender and Associates, Zender has recently accepted the general manager’s position at a major California Cardroom Casino.

Bill Werksman

William (Bill) A. Werksman is the Managing Partner and Principal Shareholder in Resource Partners. With the explosion of gaming as a national industry, Bill founded Resource Partners to serve client corporations across all jurisdictions. Bill is experienced in all facets of executive search including compensation analysis and executive development training. Mr. Werksman has built strong relationships within the local and national gaming community based on his respect and understanding of the recruitment process and its core importance to corporate development. Bill understands that leadership and intellectual capital are the prime source of competitive advantage. His firm of committed professionals delivers on a national and international basis across industries, expertise levels, and market penetration. His direct involvement consistently helps clients maximize their investment in key employees and further enhance bottom line results.

His education includes a Bachelors Degree in International Relations and a Bachelors Degree in Communications both from the University of Southern California. A skilled professional recruiter and advocate for his clients, Bill has personally completed hundreds of searches while managing a staff of full time recruiters. With a diverse client base encompassing publicly and privately held companies, Bill’s experience and tenacity allow him to find and secure the critical candidates his clients’ desire and need for their continued growth and success. He is a frequent speaker to executive forums and career seminars throughout the western region as well as contributing author to many career focused web sites. Bill personally directs the firm’s pro bono search activities offering their services to charitable organizations, non-profit organizations, public cause or public service organizations, volunteer organizations, medical research and cure foundations, or other select causes or organizations.

Georg Washington

Georg Washington, CEO of Synergy Blue, is an entrepreneurial pioneer in the IT and gaming industries. His passion for vintage arcades and the desire to progress the gambling industry led Georg to focus on skill-based gaming; and, with his team, he invented the HAWG System and games to accompany it. The team’s hybrid brainchild reimagines the gambling experience for a new generation of players, like Washington.

Prior to Synergy Blue, Washington founded Synergy Information Solutions, a leading technology provider specializing in gaming and tribal gaming enterprises. He led the entity from startup to an award winning industry competitor, which continues to thrive to this day.

In Washington’s spare, time he enjoys working on Synergy Blue projects in-between rounds of PUBG.

Synergy Blue was originally founded in 2009 as a software development division of Synergy Information Solutions, Inc., an award winning, gaming vertical, systems design and integration company. Already deeply entrenched from an infrastructure technology and operations point of view, Washington began recognizing a need for innovative software and entertaining gaming solutions within the gambling market.

Committed to his vision of servicing a changing patron demographic, Washington put together a small team of creative and passionate developers, programmers, and artists. Synergy Blue secured agreements with gaming industry giants to build and provide promotional games and applications. These products were designed to provide a more engaging gambling experience and keep patrons playing longer. The company built a vast library and the manufacturers deployed Synergy Blue products around the world.