Day 1
November 3, 2021
8:30 am - 4:00 pm
Meeting Room

Crematory Operator Certification Program

Crematory Operator Certification Program in conjunction with the 2021 Mid-Atlantic States Cemetery & Funeral Conference and conducted by Matthews Cremation Division. Open to all, no matter the state you call home, all materials provided, certificate issued upon successful completion, qualifies for 6 CE credits in PA, MD, and VA. Please use the Crematory Operation Certification form in the Attendee Registration.

3:00 pm - 4:00 pm
Exhibit Room

Registration

Registration

4:00 pm - 5:00 pm
Meeting Room

Cocktails & Laws: Legal Issues Deathcare Can Learn from Classic Cocktails

Poul Lemasters, Esq.
Poul Lemasters, Esq.
Attorney and Funeral Director, Lemasters Consulting

What do you get when you mix deathcare with a splash of law? Cocktails and Laws! Seriously? Everyone knows that more business deals are done at the local bar than in the office. But, did you really know how much history there is between deathcare and cocktails? To go a step further - did you know the connection between law and the world of cocktails? It’s true! The cocktail world is full of deathcare history as well as legal issues.

Whether it’s the Obituary Cocktail - and all the legal issues revolving around obits today or the Last Word Cocktail - and the legal issues with people’s actual last words, the fact is that deathcare can teach us a lot about what we do. And what could be better than cocktails mixed with learning? This seminar will use the historical background of death-themed cocktails to identify current legal issues that professionals face today, with a focus on the perfect recipe to help avoid their own problems.

5:00 pm - 7:00 pm
Exhibit Room

Cocktail Reception

Cocktail Reception

Day 2
November 4, 2021
8:15 am - 9:15 am
Exhibit Room

Continental Breakfast

Breakfast

9:30 am - 9:45 am
Meeting Room

Opening Remarks

Opening Remarks

9:45 am - 11:00 am
Meeting Room

The Customer Journey: Yellow Brick Road or Highway to Hell?

Lori Salberg
Lori Salberg, CSE, CXE
Executive Director, J3Tech Solutions, Johnson Consulting Group
John Bolton
John Bolton CCE, CCrE, CSE, CXE
President, Blackstone Cemetery Development

54% of consumers admit to having higher expectations for Customer Experience than they did one year ago. Today’s significance and relevance of interactions with families have been magnified thanks to our friend Covid-19. Expectations are higher and the need to elevate Customer Experience has never been more important. Lori and John will walk you through the key points of how to elevate the day-to-day experiences for your customers, keeping them on the right path which in return has positive results for your bottom line.

11:00 am - 11:30 am
Exhibit Room

Break with Exhibitors

Break

11:30 am - 12:20 pm
Meeting Room

Celebrants & Cremation: Perfect Together

Matt Bailey
Matt Bailey, CFSP
President, Connecticut Life Tributes: Bailey Family Funeral Homes

Changing demographics and preferences in the United States have had a profound impact on funeral homes and cemeteries. As cremation grows each year, deathcare providers face increasing challenges to demonstrate the value of ceremony, memorialization, and permanent placement with an ever-enlarging client group. In this presentation, Matt Bailey highlights important data and provides examples of how Celebrants can assist in providing an alternative option that benefits both deathcare providers and the families they serve.

12:20 pm - 12:30 pm
Meeting Room

ICCFA Educational Foundation - Gino Merendino

ICCFA Educational Foundation - Gino Merendino

12:30 pm - 2:00 pm
Exhibit Room

Lunch with Exhibitors

Lunch

2:00 pm - 3:00 pm
Room 1

Going Virtual: How to Position Your Business for Today’s World

Courtney Gould Miller
Courtney Gould Miller, Esq.
Chief Strategy Officer, Legal Counsel & Head of Digital, MKJ Marketing

Every business today must think virtually, and funeral service is no different. But, digital is also not a one-size-fits-all approach – there are many ways to bring digital solutions into your firm (and a few wrong ways, too!) Courtney Gould Miller, Chief Strategy Officer and Head of Digital of MKJ Marketing, the profession’s leading marketing firm, will lead an interactive session highlighting key areas of a digital strategy. She will share cutting-edge marketing trends on social media, search, websites, and e-commerce, including case studies featuring funeral homes, cemeteries, and crematories. She will also share how you can use virtual to increase your connection with families during arrangements and pre-need appointments.

3:00 pm - 3:30 pm
Exhibit Room

Break with Exhibitors

Break with Exhibitors

3:30 pm - 4:30 pm
Meeting Room

Leadership Through Crisis and Its Effect on Culture

Gary Freytag
Gary Freytag, CCFE
President, ICCFA and President & CEO, Spring Grove Cemetery and Arboretum

Crises often bring out the very best and the very worst in us. As a leader, we are often asked to make rushed decisions with incomplete and/or inaccurate information. Wrong steps can have serious implications, especially if there is disagreement within the management team on which path to take. Those decisions can also be interpreted in a variety of positive and/or negative ways by the broader employee base. Worst of all, leaders’ actions (or inactions) can have potential legal repercussions.
This presentation will take you through a leader’s approach to crisis management. We will explore key decision-making recommendations with real-world examples drawn from the COVID pandemic. Finally, we will examine the long-term impact on corporate culture, employee engagement, and ultimately, corporate success.

4:30 pm - 4:45 pm
Meeting Room

Closing Remarks

Closing Remarks

4:45 pm - 5:30 pm
Exhibit Room

Free Time with Exhibitors

Free Time with Exhibitors

5:30 pm - 7:30 pm
Exhibit Room

Old World vs. New World Wine Tasting Experience

Wine Tasting Experience