THE CLIENT: The Ace Hardware Corporation is a retailers’ cooperative based in Oak Brook, Illinois. Ace has over 4,600 locations, and does over $13 billion in annual retail sales. .col THE CLIENT’S OBJECTIVES: Each year, Ace Hardware invites their top 200 retailers to The Pinnacle Event in Las Vegas, Nevada. The event is considered an “awards trip” where owners, spouses, and senior executives can network with other Pinnacle members for fun, celebration, and education. The keynote speaker for this event must be able to enlighten these small to medium size retailers on how to keep improving their customer experience scores, train and retain skilled staff members, and share innovative practices from outside the retail hardware industry. Ross Shafer was chosen for several reasons.

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