| 4 Reasons Why Software Vendors Need Exceptional Technical Support | 4 Reasons Why Software Vendors Need Exceptional Technical Support

Kevin Spencer

Experienced Company President with a demonstrated history of working in the retail industry, Kevin Spencer emerges as a visionary leader, spearheading innovation, and transformation at Rod Plus Solutions Limited. As the President and Chief Executive Officer of this international technology services company, Kevin’s journey is defined by a relentless commitment to excellence and a passion for empowering retail businesses with cutting-edge solutions.A product of both Glenda and Ronald Spencer and producing two fantastic children in Casey and Ronald, Kevin has created a legacy for them to take the journey beyond the stars. His beautiful and intelligent wife Xiomelki stood strong at his side. His roots were generated in the beautiful island of Trinidad and Tobago.Kevin’s expertise extends beyond retail, encompassing diverse sectors such as distribution, supermarkets, restaurants, and more. With major clients including industry giants like Massy Stores, PDFK Group, Prestige Holdings and Grace Kennedy Food Division, Kevin has solidified Rod Plus Solutions’ position as a leader in the technology services arena. Leading a five-person management team across the Caribbean and United States, Kevin’s strategic vision and hands-on approach have been instrumental in driving the company’s expansion and success.

Tyler Young

Tyler Young, CEO of Tonic POS, brings an impressive 16-year track record as a business owner and innovator in the payment processing industry. Under his leadership, Tonic POS has transformed into a thriving organization, known for delivering pioneering point-of-sale technology solutions across the hospitality sector. His extensive experience as a business owner is evident in his strategic approach to company growth and his commitment to fostering a dynamic workplace culture. Tyler believes deeply in the power of a positive organizational culture to serve as a competitive advantage, enhancing employee engagement and satisfaction while driving overall business success. Living in Atlanta, GA with his two children, Tyler values personal connections and enjoys unwinding and building lasting relationships outside of work, whether it’s spending time with his family or sharing a drink with friends

Peter Vogel

As CRO of vLoyalty Peter manages all existing enterprise-level clients, in addition to leading sales efforts to secure additional Tier 1 and 2 clients specifically in the retail and restaurant industry. Peter is a serial entrepreneur with sales and business development expertise, having co-founded several companies in the fin-tech/loyalty and marketing space. Peter was on the founding team that built Empyr, one of the first card-linked offer platforms, acquired by Chase. In addition Peter founded the world’s first-ever Facebook Credits Loyalty Program, Plink, also utilizing card-linked tracking. Most recently, Peter co-founded Leafwire, the ‘Linkedin of Cannabis’, which quickly grew to become the largest business network in cannabis.

Travis Hare

Starting in 2012 as a Value Added Reseller, I worked my way up from a bench technician, to an installer, and ultimately to the Director of Hospitality. At the end of 2023, I decided to move from the Reseller world and into the Software Vendor world. I can directly correlate my professional success to the time I’ve dedicated to the RSPA. With the NextGen community, the under 40 rising stars, and all the education streams available to members, I know I will be just one of many success stories from this community. I have an overwhelming need to give back to the community that has given me so much.

Will Atkinson

Will has been around retail POS literally all his life, growing up in the family business with CAP Software, with roles in installation, sales, marketing, product development and partnership management. He took over the company in 2008 and managed the acquisition by POS Nation in 2020. He has been involved with the RSPA since 2002 and has extensive experience as a VAR and ISV. He looks forward to working with the Board again to keep accelerating the RSPA’s recent trajectory of growth and member value. Away from the office Will is a father of two and enjoys spending his hours outdoors with the kids, driving racecars, and traveling.

Blake Rouse

Blake Rouse is a seasoned executive in the fintech space. As Senior Director of Business Development at Cardknox, Blake’s leadership has helped the company establish itself as a critical player in the retail IT channel. Through Blake’s vision, the company has expanded its product offerings to new channels, opened new markets, and established strong partnerships with key ISVs and VARs. As a two-time RSPA Next Gen Rising Star, Blake has demonstrated an unwavering commitment to delivering value to partners, customers, and other key stakeholders alike. Blake takes an innovative approach to partnerships and has helped develop custom partnership models and deliver new PayFac solutions to the channel and ISV world.

Matthew Pincus

As the founder of Helpt, an outsourced help desk provider, Matt brings a wealth of experience in value creation through community building. With a proven track record from previous ventures, he excels at fostering collaborative environments where members of a channel can operate as a team to deliver solutions rather than a series of companies simply adding a markup. His deep understanding of the importance of listening, empathy, diverse perspectives, and alignment of objectives makes him a strong candidate for the RSPA Board of Directors. He is eager to contribute his expertise to the RSPA’s mission.

Kate Orara

As Star Micronics’ Partner Development Manager, Kate Orara leverages over 18 years of retail channel expertise. Her diverse background in sales, marketing, and business development spans distributors, value-added resellers, and end-users. Kate champions the channel as the optimal route to support end-users and values the power of relationships to deliver effective solutions.

Since joining the RSPA in 2012, Kate has aimed to drive the organization forward, offering a fresh perspective to inspire and guide the next generation of channel industry leaders. Her platform focuses on mentorship and scholarship programs, along with promoting inclusivity and innovation within the RSPA community.

Farrell McKenna

Farrell McKenna is the Vice President of Operations at STCR. STCR is a Value Added Reseller (VAR) selling point of sale solutions to the grocery industry, located in upstate NY, with customers all over the U.S and globally. STCR is a reseller of LOC Software, Toshiba, Datalogic and Vusion products. As Vice President of Operations, Farrell oversees STCR’s project management, technical services and support center practice areas, as well as overseeing vendor relations and the company’s marketing function. Prior to joining STCR over six years ago, Farrell spent the earlier portion of his career in financial services and commercial banking. He attended Cornell University, receiving a Bachelor’s degree in Economics & English literature. Farrell has three awesome young daughters with his wife Lila, and lives in Binghamton, NY. He is also an avid long distance runner who has completed a number of half marathons and one marathon – soon to be two.

Kevin McGrath

Kevin McGrath, founder of Value Systems, began his journey in the tech world by building and repairing computers during the day while working as a pizza delivery driver at night. . Kevin eventually transitioned into the point-of-sale industry. Kevin and his team have built Value Systems into a successful business by always focusing on customer service above everything else. Kevin believes if you are fanatical about customer service and the customer experience everything else will fall into place.

Kevin enjoys a challenge and looks forward to helping customers grow their business. Kevin likes to identify pain points and help wherever possible. Kevin believes there is nothing more satisfying than creating a lifetime relationship with a customer. Kevin has retained many of his customers for 20+ years due to his dedication.

Scott McClannahan

Scott McClannahan, a tech prodigy, started his IT business in 1996 in Atlanta GA – at the age just 15. Born as a business to provide websites, computers and basic support for small businesses, he quickly found himself consulting restaurant and night club owners about their IT problems, AV solutions, and of course, their POS, throughout the Atlanta area. Scott soon realized that there was a unique opportunity to serve an underserved community and begin providing POS and CC processing services around Atlanta. In 2012, Scott moved to Denver Colorado and rebranded as Simple POS Solutions Inc. Since that time, Scott has served in multiple leadership positions including churches, schools, and even providing mentorship to young entrepreneurs through an apprenticeship program. Today, Scott is the President and CEO of Simple POS, still focused on serving Restaurants and Retail businesses but now uniquely works with other resellers to provide a value added partnership enabling small resellers to tap into the resources of Scott’s 24/7 support team, and national IT services with over 1000 clients from New York to Hawaii, and even Guam.

Kirsten Ingersoll

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Kirsten is the General Manager at Electronic Office, a VAR in Clive, Iowa. She joined the retail IT industry in 2019 starting as the only employee in a customer service and support role. Through the years, she has transitioned to handling all of the day-to-day operations, support and managing the sales team as well. When she isn’t at work, she enjoys going out to eat, staying active(ish) and watching movies with her fiancé and their puppy, Rocco.

Jarrod Newman

My name is Jarrod Newman, I’m a 20+ year veteran of the payments industry, having spent much of my career with two of the largest payment processors in the world. I’ve recently made the transition to the point-of-sale industry after working side-by-side with this industry for many years. I’ve been in sales for more than 10 years but have spent most of my career in client facing positions and the last several years in sales leadership. I’ve worked my entire career to be successful and make my organizations successful while always being a reliable and trustworthy partner to our customers and partners.

Mike Monocello

Mike Monocello has been a VAR, ISV and writer covering the retail channel since 2006. His current roles at DevPro Journal and Managed Services Journal place him at the intersection of solution providers, vendors and distributors, giving him a unique perspective and holistic view of the IT industry across many verticals. Mike lives in Edinboro, PA, a small town outside Erie, PA, with his wife of 20 years. Hobbies include nature and portrait photography, gardening, woodworking, video games, biking and “floating” on his Onewheel.

Paul Leduc

Paul Leduc is the President of Globe POS Systems, a company renowned for its innovative retail and grocery solutions. With a degree in Business Administration from the University of Quebec in Outaouais, Paul’s career began in retail, leading to a pivotal role at Logivision. His strategic vision and passion for the industry propelled Globe POS Systems’ growth over 15 years, expanding its reach and services. Paul’s leadership has been instrumental in integrating technology solutions that enhance efficiency and customer satisfaction, solidifying Globe POS Systems’ reputation as a leader in the POS technology space in Canada.

Blake Gillum

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Blake Gillum serves as the President of DCR. In this role, he oversees the company’s financial health and strategy, ensuring its long-term success. With over 14 years of experience in grocery, retail, and hospitality solutions, Blake is passionate about delivering exceptional customer experiences, tailoring solutions to meet clients’ needs, and providing people-oriented leadership. He remains actively involved in the retail industry and is a dedicated supporter of the RSPA. Blake actively participates in multiple association and advisory boards and is a member of industry association committees. Outside of work, he enjoys spending time with his wife, daughter, and son, and together, they love traveling, exploring the outdoors, and discovering new places in their RV.

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Preliminary Agenda-at-a-Glance

Saturday – August 1, 2020
RSPA Board Meeting	9:00A – 5:00P
Implementing an Effective Sales Management Program Key Components to Driving Results and Productivity of Sales Teams Download Video Download Audio Only	Dave Menton
Learning From Another’s Forensic Engagement Download Video Download Audio Only	Adam Perella
Meet the Modern Marketer: Content Marketing Key Concepts Download Video Download Audio Only	Mark Fraker and James Korte
Things You Can Do Right NOW to Improve the Value of Your Business Download Video Download Audio Only	Tom Bronson

Branch tracks
8 Key Drivers of Business Value Download Video Download Audio Only	Jim Kahrs
Best Practices for Qualifying your Prospects Download Video Download Audio Only	Phil McCarthy
Building A Sustainable Sales Team in Times of Change Download Video Download Audio Only	Chris Lybeer
Capital For Business Growth Download Video Download Audio Only	Jon Engleking
Delivering the Right Content Download Video Download Audio Only	Stephen Bergeron
Expect Change For Success Download Video Download Audio Only	Mark Schulze
Hijacking Customer Success Download Video Download Audio Only	Butch Langlois and Jake West
How to Create an Effective Sales Compensation Plan Download Video Download Audio Only	P.J. Tierney
Innovation as the Key to Success Download Video Download Audio Only	Mark Paley
Innovative and Simple Solutions for SMB Payments Download Video Download Audio Only	Jim Parkinson
Marketing In The Digital Age Download Video Download Audio Only	Stephen Bergeron
Merging Payments and the Ideal Customer Experience Download Video Download Audio Only	John Arato
Practical Customer Service Tools Download Video Download Audio Only	Andrew Bourne
Put On Your Own Mask Before Helping Others – Critical Security Controls for Resellers Download Video Download Audio Only	Nathan Sweaney
There is No Silver Bullet -Why Multi-Layer Security Strategies are Critical to Success Download Video Download Audio Only	John Ayers
VAR & ISV Secrets to Maximizing Your Vendor Partner Relationships Download Video Download Audio Only	Moderated by Jim Roddy
Win More Business by Selling 24.7.365 with Marketing Automation Download Video Download Audio Only	Jeremy Julian

Leadership in You -If You Don’t Prioritize Your Development No One Will Download Video Download Audio OnlyKathy Meader and Shannon Reichart

Breakouts
Balancing Retail, Hospitality and Security (Slides Unavailable) Download Video Download Audio Only	Michael Weaver
Blocking Breaches with Blockchain Download Video Download Audio Only	Dee Duncan
Cloud or Client Server – A Winning Recipe For Each Download Video Download Audio Only	Bob Bauer
Credit Card Processing 101 – Winning Strategies for the Convergence of Industries Download Video Download Audio Only	Dan Brattland
Innovating as an SMB Reseller Download Video Download Audio Only	Alan Outlaw
Keeping Your Top Talent Download Video Download Audio Only	Chelsey Paulson
Positioning VAR Businesses for SMB Success Download Video Download Audio Only	Jeff Riley and Chris Rumpf
The Challenge of Implementing Saas Download Video Download Audio Only	Andrew Warker
The Voice of the Customer Download Video Download Audio Only	Ansley Hoke
Unlocking the Hidden Value of Recurring Revenue Download Video Download Audio Only	Chad Carr

Pacesetter Awards

Topics for 2024

Sales Management: Fundamentals of managing sales deployment, process, forecasting and compensation.

Sales, Marketing & Customer Service: Portfolio expansion (adding to tech stack), How to find & retain customers

Executive Education: Business Management, Operations and/or Culture.

Express Education (These are short, 10–12-minute presentations followed by Q&A): Suggested topics include: Emerging Technologies, Security, Leadership, Sales

ISV Education: Channel Development, Strategies for Partnerships

Other: Please describe any session you are proposing that does not fit into one of the categories above.

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Essay Instructions

Each applicant is required to submit a Scholarship Application Essay. This is a two-page, double-spaced paper, which cannot be handwritten. Submit your essay by uploading a text file with your other materials.

Please choose one of the following topics below for your essay:

Your job is to write a persuasive essay. Take a position on an issue of your choice; it could be of global importance or a personal problem. For example, you could discuss the immigration problem, your desire to get your parents’ permission to do something they don’t want you to do, or reasons why you need a raise. The important part is that you must state your case while keeping in mind what your audience thinks. In other words, you need to disprove their arguments. Prove that you are right, and “they” are wrong.
Regardless of politics, we can all agree that we need to be kind to the earth. Discuss ways we can address this problem either personally, as a group or as a country. If you don’t believe there is a problem, take that position and explain and defend your opinion.

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The essay should show original and serious thinking on the part of the applicant and should demonstrate the applicant’s ability to express those thoughts clearly and accurately. A third page may be added to cite sources if quotes, purported facts, etc. are used. The essay should be coherent; it should have a clear beginning, middle and end. Begin by introducing the topic and set forth the boundaries of the subject. Do not be vague or too expansive. Instead, be specific and well-disciplined. You may want to follow these steps in preparing your essay:

Outline your essay. Write a rough draft and review it by asking yourself such questions as: Is it clear? Are questions raised by this essay left unanswered? Is the topic clearly defined? Are the ideas well developed? Are the ideas concrete?

Finalize your essay, asking yourself these questions: Is this precise or too general? Is it concise or does it ramble? Have I used grammar properly? Is this essay persuasive? Are the quotes accurate? Are the facts valid? Are my thoughts and conclusions well organized?

The RSPA Academy proudly presents our second Regional Education Event being held on Tuesday, May 7th in Tampa, Florida. Join RSPA and sponsor EVO Payments, for a 1 day, on-site workshop like no other event in the industry. Agenda topics include:

Market Sizing/Market Potential Indexing
Sales Process Methodology
Sales KPI’s/Metrics.

Hosted by EVO Payments at their headquarters in Tampa, FL and led by RSPA’s VP of Sales, Dave Menton and VP of Education, Kathy Meader, this interactive workshop event will help you think about change and transformation in your sales organization. Join your colleagues as they share best practices around:

Identifying a target market
Deploying a sales team to execute against sales targets
Implementing a disciplined sales process
Leveraging sales management best practices
Measuring and monitoring Key Performance Indicators around Sales Activity and Results

Registration will open at 9:30 AM. The workshop will be held from 10:00 am – 3:30 pm and lunch will be provided for all attendees. Seats are limited, so click here to register today!

Registration is complimentary for Current RSPA Members. For lasped and non-member companies:

$50	1 individual*
$75	2 individuals of the same company*
$100	3+ individuals of the same company (best value)*

*Cost will be credited towards renewal or new membership fees if activated within 30 days of the event.

Join us as we review the lessons we learned from forensics investigations in 2018. Dave Ellis, SecurityMetrics’ VP of Investigations (PFI, GCIH, CISSP, QSA), also gives his forensic predictions for 2019 to help you strengthen your organization’s defense. Dave is also joined by John Bartholomew, SecurityMetrics’ SVP of Technology (PCIP), for a Q&A session where they answer questions about data security and breaches.

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Let’s face it. Our most valuable resources walks out of our offices at the end of each workday…that resource is our people. The question every leader should ask themselves is “Have I done enough today to ensure they come back tomorrow?” Join Paul and Shannon for the 1st part of this 2-Part session that will assist you in developing your people. Part 1 will focus on HOW to develop your people and where to exert your time and energy.

REGISTER NOW!

In 2018 most processors began requiring resellers to sign up for MasterCard’s Terminal Servicer Program. We also saw a few changes to the program with the release of the updated QIR program. Join us on this webinar as we review the details of this program and how it applies to all POS resellers.

REGISTER NOW!

By incorporating the newest in payment technologies into your POS sales pitch, both POS VARs and ISVs can complement their existing sales points while differentiating their product from a competitor. Join Matt Bruno VP of Sales for Payment Logistics as he looks at a few of the new technologies, their functionality and, most importantly, how dealers can capitalize on these new tools.

REGISTER NOW!

RSPA Academy

From the following, select ALL that you are interested in.
- Canadian
- Security
- Education and Certification
- Membership
- Marketing
- NextGEN
- Scholarships and Awards
- Strategic Technology Solutions (STS)
- W2W - Women in Retail
Canadian: Responsible for identifying new members in the Canadian market and assisting with annual Community networking events (one in-country).

Security: This committee’s focus is to help the retail technology industry better understand the realities and risks of PCI Compliance and to provide the voice of our community to strategic partners, such as the PCI-SSC.

Education and Certification: This committee serves as the advisory board for the RSPA by providing recommendations on content and assisting with the execution of industry education for members. Included in this has been support with content and breakout sessions for both INSPIRE and RetailNOW.

Membership: Responsible for helping to grow and retain RSPA membership. This committee also assists in outreach to other organizations to encourage membership and engagement.

Marketing: This committee helps raise awareness of the RSPA brand and image, as well as works closely with the RSPA team on creating and branding campaigns and initiatives.

NextGEN: We are working to build a community of RSPA members that will help the industry evolve and continue to flourish. Those that are creating and offering new solutions as well as those that will take ownership as the previous generation begins to transition who are at any level of their organization (executive, sr management, management, entry level, etc). You don’t have to be a leader today to help guide the RSPA for tomorrow.

Scholarships and Awards: Assists with assessment of the RSPA scholarship program and evaluates and provides suggestions regarding RSPA’s Vendor Awards of Excellence awards program. This year we will break into two separate work streams: one to evaluate the awards categories and voter engagement and the other to promote donations to the scholarship fund.

Strategic Technology Solutions (STS): The STS committee works to identify emerging technologies that may be of benefit/interest to RSPA members and/or their customers. The committee also provides an article published in each issue of connect magazine.

W2W - Women In Retail: The W2W Committee works to unite, lift and empower women in technology by providing educational opportunities and peer to peer collaboration in a supportive environment.
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NextGEN Community at RetailNOW

NextGEN Community at RN18

W2W Leader of the Year Nominations

The W2W Leader of the Year award has been created to recognize a woman in the Retail Technology Industry, who is determined to reshape the industry and create a smarter and more inclusive future.

This honor recognizes a woman who has demonstrated key characteristics of a pioneer paving the way in the Retail Technology Industry. These include:
- Professionalism – commits to the continual improvement of knowledge and skills, while providing motivation to others in the industry
- Leadership – is a positive role model and actively seeks to bring greater diversity to the technology industry
- Mentorship – enables professional growth of those they manage or mentor through their actions and encouragement
- Communication – displays strength in both interpersonal and organizational communication
Winner for the current year will be selected in mid-June and will be recognized at RetailNOW. The deadline to nominate for the current year will coincide with the closing of the Vendor Awards of Excellence voting, at which time the nominations process will reset. However, nominations for the subsequent year are accepted anytime after this date.

Disclaimer: By submitting this ballot RSPA member confirms they are employed by a member company in good standing. Incomplete nominations, or nominations that do not address all criteria, will not be considered.
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W2W Community at RetailNOW

W2W Community at RN18

Canadian Community at RetailNOW

Canadian Community at RN18

Hall of Fame Nominations

Inductee for the current year will be selected in mid-June and recognized at RetailNOW. The deadline to nominate for the current year will coincide with the closing of the Vendor Awards of Excellence voting at which time the nominations process will reset. However, nominations for the subsequent year are accepted anytime after this date.
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Time	Function
6:00pm – 7:00pm	Open Networking & Tabletops Open Bar & Passed hors d’oeuvres
7:00pm – 7:10pm	RSPA Welcome & Intro RSPA President & CEO: John Kirk
7:10pm – 7:55pm	Guest Speaker Michael Leblanc
8:00pm – 8:55pm	Open Networking & Tabletops Hockey Hall of Fame Games
8:55pm – 9:00pm	Closing RSPA Canadian Committee Chair: Paul Leduc

7am-8am

Hunter Allen
Tom Bronson
Jeff Riley
Nathan Sweaney

1pm-3pm

Hunter Allen
Troy Leach
Nathan Sweaney

7am-8am

Hunter Allen
Tom Bronson
Jeremy Julian
Jeff Riley
Nathan Sweaney

1pm-3pm

Hunter Allen
Tom Bronson
Jeremy Julian
Jeff Riley
Chris Rumpf
Dave Sobel
Nathan Sweaney

1pm-3pm

Hunter Allen
Tom Bronson
Jeff Riley
Nathan Sweaney

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Course 7: Recommended Paperwork to Complete a PCI Compliant Installation

Course 6: Providing Ongoing Support

Course 5: How to Administer & Maintain a PCI Compliant System & Environment

Course 4: Installing a Compliant System

Course 2: Security Regulations

Course 1: Payment Industry Overview