This year we celebrate a significant milestone. A decade ago—in 1994—Soyeon Shim and EllenGoldsberry established the Southwest Retail Center for Education and Research. Theirvision was to create a center which emphasized partnerships to support the education of futureretail leaders. In just 10 years the program has grown into a center that boasts 25 corporatepartners which support a retailing major with 400 undergraduates, a growing and highly selectivegraduate program, cutting-edge research and over 25 special events throughout the year. As we

celebrate our tenth year we reflect on our history, our growth and future opportunity. As the retailing industry continuesto grow and evolve, so too will our center. The challenges facing retailers today are enormous and the need for collegiateretailing education programs that develop strong leaders is as great today as it was ten years ago.

As we look toward the future I am excited about the opportunities presented us with the creation of the TCA Institute for ConsumerFinancial Education and Research (TCAI). This new institute will provide important outreach through financial literacy training and research in the areas ofpersonal finance and consumer debt. TCAI will kick off a major campus event on February 17, 2004, when Mr. Jordan Goodman, “America’s Money Answer Man”and author of Reading Between the Lies, will appear at the “Money Talks: Think You Know? Think Again” workshops. These workshops will take place over twodays during the spring career fair and will cover multiple topics relevant to students transitioning from college to career.

To keep pace with our expanding vision and focus, we will begin our next year with a new name that conveys this broader perspective: The Center for Retailingand Consumer Sciences Education and Research (CRCSER). We will celebrate our tenth anniversary and this new beginning at our Global Retailing Conferenceon April 1-2, 2004 at the Westin La Paloma Resort and Spa. Don’t miss this opportunity to learn from experts in the field discussing the challenges of No Borders,No Boundaries: Evolving Markets. More information can be found at http://www.cals.arizona.edu/fcs/srcer. I look forward to seeing you there!

RetailLinkSOUTHWEST RETAIL CENTERf o r e d u c a t i o n a n d r e s e a r c h

S o u t h w e s t

From the Director—Evolving Markets

Evolving Markets

Center’s Tenth Birthday

Corporate Partner Profiles

UA Alum Receives Award

Internships and Transitions

2004 Career Expo!

SIFE

Mark Your Calendar

Going Places

Customer Service Excellence

F R O M C A M P U S T O C A R E E R S P R I N G 2 0 0 4

University of Arizonagraduate Mr. JeffreyRein, President & COO,Walgreens, recentlyreceived the UA’s Profes-sional AchievementAward in recognition ofhis prominence in thefield of retailing. A 1974graduate, Mr. Rein joinedWalgreens as an assistantmanager in 1982, andhas held several corporatepositions within the company. Walgreens,the nation’s largest drugstore chain, is a partneron the Southwest Retail Center’s CorporateAdvisory Board.

Melinda Burke

Mr. Jeffrey Rein andSoyeon Shim

I N S I D EThis Issue

President OF WalgreensRECEIVES UA AWARD

2 0 0 4

P L A N T O A T T E N D

NO BORDERS NO BOUNDARIESEVOLVING MARKETS

April 1–2, 2004Join us at The Westin La PalomaTucson, Arizona

You Will Learn...how maximizing opportunity in all aspects of yourbusiness, from product to people, can help yourcompany compete locally and around the globe.

Contact Us...Southwest Retail Center for Education and Research 520.621.1715e-mail: srcer@ag.arizona.eduWeb site: cals.arizona.edu/fcs/srcer

Tara Spivey, Macy’s West

— 2 —

As part of Federated Department Stores, Macy’sWest focuses much effort on the college recruitmentprocess. The Retailology.com Web site is one toolTara helped create to educate students aboutretail opportunities at Federated. One of the mostrecent additions to the Retailology Web site, anda current project of Tara’s, is the CareerCOACH.The CareerCOACH advises students on which retailcareer best fits their strengths and weaknesses.Another link provided on Retailology.com is theThinktank. Thinktank is an opportunity to provide acommunity on the Retailology website where studentscan chat and explore retail and career subjects ofinterest. The Thinktank subject changes on amonthly basis.

Ms. Spivey has the opportunity to network withenthusiastic students nationwide who are eagerto learn about the retail industry. Macy’s West hashired over 25 students from the University of Arizonafor placement into the Summer Internship andTraining programs. Tara has found that studentswho come from the U of A have a passion for the

retail industry. Thesupport of Macy’sWest extends beyondcareer opportunities.For the third consec-utive year Macy’s West will be sponsoring theCareer Expo 2004. Career Expo is the U of A’slargest spring campus-wide career fair organizedby students involved in SIFE and the SouthwestRetail Center Student Advisory Board.

Tara Spivey’s partnership with the Southwest RetailCenter has provided her with talented students forboth the Macy’s West internship and executivedevelopment programs and she says, “It has beena great opportunity to be a part of building thefuture of the Southwest Retail Center.” Ms. Spiveyhas recently accepted the Assistant Store Managerposition at the very store she began her career in1991—Pleasanton, now the third largest store inall of Macy’s West. Although we will miss Tara’sleadership and dedication in college recruiting, weknow she will be very successful in her new role.

by Jessica WiegandRetailing and Consumer Sciences Alumnus

“The retail industry is an exciting place to work!” saysTara Spivey, Executive Human Resource Managerfor College Relations and Sales Promotion for Macy’sWest. She has been with the company for 13 yearsand looks forward to many more. Tara started hercareer with Macy’s as a business major in college.She was promoted to an Assistant Manager in thePleasanton, California store and after learning torun a business Ms. Spivey was promoted to ServiceManager of the entire Pleasanton store. After obtain-ing her BS degree, Tara was given the opportunityto manage Special Events and Public Relations.

Her career path has included positions as AssistantManager, Special Events and Public RelationsCoordinator, Special Events and Public RelationsManager, and College Relations Manager, thefoundation for her current position. Tara acknowledgesthe encouragement and mentorship of her StoreManager who inspired and convinced her to believe,at a young age, that she could do anything she setout to achieve.

by James TenserRetailing and Consumer Sciences Graduate Student

Modern retailers understand the direct links between service quality, satisfaction,and customer patronage. The largest firms invest in best-of-breed customerservice practices because they know they will bring a return on their investments.Smaller firms often make similar, scale-appropriate decisions based on intuitiveor observed knowledge about their customers. Each practice exists for a reason:To improve the quality of the service experience and keep customers comingback with full wallets.

The Customer Service Excellence 2004 project was conceivedto identify and recognize current exemplary practices inretail customer service. The research effort was supportedby the National Retail Federation Foundation, and under-written by the American Express Company. In August ofthe past year, a team consisting of myself, Melinda Burke,director of the Southwest Retail Center for Education andResearch (SRCER), and Soyeon Shim, director of the Schoolof Family and Consumer Sciences had the good fortuneto compete for and secure this grant. Many student interviewers from the Retailingand Consumer Science (RCSC) program contributed high-quality efforts.

Corporate Partner Profile

Tara Spivey

The goal of this research was to recognize a wide variety of exemplary practicesin customer service among North American retailers of all sizes, formats andclasses of trade. In all, the project team reviewed more than 200 submitted practicesand 1020 consumer comments in assembling this casebook of 45 service practices.

People, Policy, Accuracy, and FeelingsSeveral clear themes emerged from this study. When asked to identify retail servicepractices that they favor, consumer responses tended to fall into four groups.One area of favorable practices noted by respondents revolves around the peopleproviding the service. Friendly and well-informed sales associates who exhibita service mentality and who are empowered to deliver on the service promisewere found to be a critical component in providing high-quality customer service.

A second area of concern is store policy. Many consumer respondents specificallymentioned no-hassle return policies at the top of their lists, but as our profilesshow, there are many other areas where retailers win friends by establishingbusiness rules that protect the shopper.

With technology driving an ever-increasing percentage of purchases, accurateinformation is crucial for today’s retailers. A third area of high concern for consumersis accuracy regarding merchandise selection and availability, order processing,shipping, pricing, and payment acceptance.

A fourth area of consumer concern may be described as good feelings. Theytend to cite special, unique strategies that make the customer feel wanted.These may range from the warm greeting they receive upon entering the store,to a special gift they discover inside a mail-order package, to the time a salesperson takes to assist in selecting an item of merchandise.

Practice Categories and ThemesIn selecting the profiles for inclusion in this study, the investigators groupedthe retail practices into five main groups. We defined the categories as follows:

• Customer Experience: A service detail that makes it enjoyable to shop

CUSTOMER SERVICEEXCELLENCE:

IT’S THE PRACTICE!

— 3 —

Dr. Soyeon Shim and James Tenser sign copies of Customer Service Excellence2004 for purchasers, following a panel discussion at the NRF Conference &Expo in New York City on January 14

• Company/Store Policy: A service standard that makes customers feel appreciatedor protected

• Customer Amenity: A special extra that makes it nicer to shop

• Online/Cross-Channel: A Web-based service that enhances the store or stands on its own

• Staffing/Training: A human factor that results from superior skill or training

Investigators also considered the following criteria:

Is the practice clear? That is, does the customer service story focus on a specific activity that can be identified, evaluated and potentially emulated by others?

Is the practice innovative? New invention was not required, but nominees who broke new ground in small or large ways or who had put a new spin on an existing practice were considered favorably.

Are the results or outcome of the practice measurable? If quantitative data are not obtainable, are qualitative results available?

Is the practice or its implementation sufficiently different from other practicesincluded in the study?

Is the mix of practice categories, firm sizes and classes of trade representedin the entire volume sufficiently diverse?

Finally, would the nominated company cooperate? This study depended uponinterview access. Several firms were not included in the final mix because they could not invest the time with one of our interviewers. Thankfully, the overall level of assistance was quite high.

Study ResultsTechnology. Many of the identified service practices are in some way technology-driven or dependent. These go well beyond Web-based selling capabilities toencompass email communications, such as the frequent patronage clubs atDormie Restaurant Group and D’Artagnan; customer feedback databases, suchas those at Saks Fifth Avenue, Federated and Office Depot; and advanced callcenter operations like the one at Boscovs.

Self-Service. An important and related theme is customer self-service. The rise ofonline retailing has dramatically increased the attention given to this practicearea the past several years, as leaders like Amazon.com take steps to improve accessto order information and innovators like SmartFurniture.com and FineStationery.comadd online configuration engines that permit product customization.

Self-service as an exemplary practice may seem counterintuitive when viewedalongside personal assistance practices, but in fact the two approaches workwell together. When customers succeed in helping themselves the outcome isoften quicker and always satisfactory, and trained human assistance becomesmore available when it is reserved for special situations only.

Knowledge. A number of other practices are knowledge-centered. These includeemployee e-learning and training programs like those used by the UPS Store andCircuit City, as well as consumer education programs at firms like KowalskisMarkets and Railroad Square Basement. Restaurant operator Ruby Tuesday hasmade a mission of educating diners on healthy eating. There is also a modestback-to-bricks movement in evidence, as Dell, Inc. pursues a land-based sales andservice alternative with its Dell Direct Stores and Valor Telecom brings telephoneand communications products to its mostly rural customer base with a personal touch.

Novelty. Additionally, there are a host of examples of practices that stand outfor their fresh approaches. Appointment shopping is winning friends at Talbotsand Newport Furnishing. Tadines has turned men’s shirt buying into a Wall Streetpower trip. Weekly barbecues have made Destination Harley-Davidson into afamily gathering place. Government Liquidation’s president calls customersevery week just to chat. Caterina’s keeps its airport shops open a little longerso the harried traveler can find hospitality in the wee hours. Drowning CreekStudio has turned the lagniappe into a signature.

Much of what is described in the book is about common sense and simpleattention. Other practices require large scale planning, spending and followthrough. The practice of customer service evolves continuously but it continuesto resonate. Attitude matters, but it is the practice that wins customers andinfluences profits.

ContextSo much has been written about customer service in the past that the publicationof this volume may lead some retail industry participants to yawn a justifiableso what? and turn back to the intensely competitive business of earning pennieson the dollar. Indeed, as this study was being fielded a reporter from a majornational business magazine emailed to ask the most pertinent question possible:How will your work be different from the 800 other customer service surveysthat are done every year? Our response: It’s the practice!

A positive attitude or corporate culture is a nice thing, but it’s not nearly themain thrust. Let other authors profile companies. We set out to develop acasebook set of exemplary practices that retail thought leaders and managersmight understand and adapt to their own businesses.

We were also deliberately coy about applying the label, best practice, in connectionwith this project. Certainly these are worthy practices. But best practices usuallyfit best only for certain practitioners. What works well in a chain of 1000-plusunits may be out of proportion for 10-store regional firm. A practice that servesa brilliant single-store operator beautifully may never scale to a second location.A grocery store practice is very likely irrelevant for a motorcycle dealership.

Certainly, ongoing study of customer service is of crucial importance. As businessguru Tom Peters wrote in the foreword of Ron Zemke’s 1989 book, The Service Edge,Now, superb service is becoming a requirement for survival in our fragmenting,fast-changing, quality-conscious, and ever more competitive markets. Amazing.Seems like not much has really changed in the last decade and a half. But whereZemke’s fine book presented detailed and comprehensive profiles of entire companies(retail and non-retail), this study stays focused on the customer service practice—not the wonderful attitude (although that helps), not the firm culture or thepopularity of the retailer, not even its excellent low prices. It’s the practice!

Wrote Niren Sirohi, et al a 1998 paper in the Journal of Retailing, store loyaltyintentions, measured by intent to continue shopping, intent to increase purchasesand intent to recommend the store, depend on service quality and merchandisequality perception. Or to put it plain speech, courtesy of Wal-Mart founderSam Walton: The feeling that our customers have when they leave our storesdetermines how soon they’ll be back.

Certainly, this work is not radically different from others that focus on customerservice. But it is a fresh look at a business topic that never loses its relevanceto the practitioner and never will. Somewhere in its pages a spark is smolderingan idea that might flare up to ignite an exemplary service in your own retailorganization. It’s the practice!

Customer Service Excellence 2004 can be ordered through the NRF onlinebookstore at: www.nrf.bookstore.com.

— 4 —

INTERNSHIPS AND TRANSITIONS

One of the factors that initially drew me to the retailing industry is its ever-changingand unpredictable nature. While some individuals desire predictability, I thrive onchange. In addition, I knew I wanted a career in business that would incorporatemy love for fashion and innovation. Retailing and Consumer Sciences, (RCSC)seemed like a great marriage of both. The curriculum blended strategic thinking,analytical understanding and, most importantly, creativity. In addition, this wasa program that provided opportunity not just to study the world of retail, but totruly get exposure to it.

One of the most valuable pieces of the RCSC program is the summer internship.The RCSC program encourages students to test career choices and get directexposure to the industry. In the summer of 1997, I completed a store managementinternship with Bloomingdale’s flagship store in New York City. During my programinternship, I went from assisting a seasoned manager with a department of 45people, to being asked to lead my own area team of 25. In this role I also hadexposure to marketing, promotion, visual design, vendors, and buying groups.Although it was daunting, I learned I could handle this challenging assignment.

I also found the Industry Study Tour incredibly valuable as it showed me thediversity a retail career had to offer. I had the opportunity to attend both theCalifornia and Dallas study tours. During the tours I learned about the differentaspects of retail: corporate, distribution, and consulting, just to name a few.Having already experienced the stores, I relished the opportunity to becomemore aware of other opportunities in the retail field.

Out of college, I immediately went to work with JCPenney Corporate as a CatalogInventory Analyst. Although they were not interviewing on campus for thisposition, I pursued the opportunity to work in the JCPenney home office. Inthis position I managed a merchandise category, which on average was valuedat $75 million in annual sales. With this broad knowledge of retail (field andcorporate) as well as the exposure to the industry I received in the RCSC program,I decided to pursue a career in consulting. I was hired by PricewaterhouseCoopers,later PwC Consulting as a retail consultant and worked on projects ranging fromstore system selections to store process redesign to corporate assessmentswith companies like Neiman Marcus and Blockbuster. At PwC, my understandingof store operations, my education and other work experience established mycredibility with the client and my coworkers and allowed me to contributesignificantly to projects. This past year I joined, the Deloitte & Touche Solutionsgroup where I consult with retailers such as Kinkos and Payless Shoesource. Fromall these experiences I have learned that the consulting industry requires flexibility,quick learning, presentation skills, confidence, and a willingness to travel.

Companies today are looking for individuals who are not just educated in theclassroom, but also have experiential learning experiences where leadershipskills develop. The RCSC program offers an outstanding balance of both classroomand experiential learning.

From my experiences since graduation I have learned many things that mightbe useful to current college students entering careers or starting retailing studies.Tips for graduates include the following:

• Never just go after what is presented, make sure that you research as many opportunities as you can, they won’t be handed to you.

• Find out not just what you think you will excel at and can add value to, but what will challenge you.

• Network and sell yourself. Your biggest champion is you!

• Know your limits. Continually monitor your work and personal life balance.

• Don’t fear the new and different. When someone asks me where I want to be five years from now, I do not have an answer. Set your goals, but don’t let them limit you.

• Be flexible.

• Brush up your presentation skills and know that employers value a quick learner.

by Danielle R. Meier1998 Retailing and Consumer Sciences Alumus

Deloitte & ToucheThe Perfect Solution

Students In Free Enterprise and the Southwest Retail Center for Education and Research are

pleased to announce the

2004 Career ExpoFebruary 18, 2004

Watch for registration information on our Web site

cals.arizona.edu/fcs/srcer or call

520.621.1715

Career Expo recruiters

Lands’ End is a direct merchant company, which means that its primary formof business is done through catalogs. This $1.5 billion dollar company withsubsidiaries in Japan, UK, and Germany employs 8,300 people worldwide andhas recently become part of the Sears family. Lands’ End is based in Dodgeville,Wisconsin—population 4,000. Gary Comer, founder of Lands’ End, fell in lovewith the country and admired the hard working, loyal townspeople of Dodgeville.He had a vision of building a company that reflected that same work ethic andpositive attitude that embodied the people of Dodgeville. Mr. Comer recognizedthat the best place to start his business would be in the heart of this wonderfultown, so the first building went up in 1963 and is still standing today.

I completed the Lands’ End Merchandising internship this past summer andgot a hands-on experience that gave me a concrete idea of what a career inmerchandising would require. Interns are given in-depth, relevant projects withintheir division and are also exposed to training in various departments andpositions across the company. In the internship program we were challengedto come up with a business plan to acquire new customers that we were askedto present to the Executive Board at the end of the three-month program. Internswent to work developing innovative ideas, researching statistics and financialinformation, developing a profit and loss statement for their business andfinally putting it all together into an impressive twenty-minute presentation.Presenting our idea was so rewarding and satisfying; everyone listened to abusiness plan that we developed and investigated.

One of the favorite sayings at Lands’ End is, “Take care of your customers…Take care of your people…and the rest will take care of itself!” Lands’ End keepscustomers and employees a top priority and values their ideas and concerns inorder to meet specific needs and wants. The culture and overall attitude arewhat made my internship experience at Lands’ End so memorable and extraordinary!The internship program at Lands’ End offers positions in Merchandising, Design,Creative, Information Systems, Public Relations, Advertising, Direct Marketing,Human Resources, and many more.

Lands’ End has eight principles of doing business and I would like to share onewith you to emphasize how honest and sincere the company is… “We acceptany return, for any reason, at any time. Our products are guaranteed. No fineprint. No arguments. We mean exactly what we say: GUARANTEED. PERIOD.”My experiences at Lands’ End are irreplaceable and I would recommend it toanyone interested in being valued as an Intern and meeting genuine people.

Lands’ EndA GUARANTEED Great Internship

by Karli ThwaitsRetailing and Consumer Sciences Alumnus

Anna Drachman Results Sports & Fitness(Schmidt)

Brenda Garcia Walgreens CompanyMelissa Getzel Tommy Hilfiger

Ian James WalgreensShahzad Khokhar Bridgestone Firestone

Brad Levkowitz CVS Pharmacy Sarah Newman Mervyn’s

Stephanie Rothery 944 MagazineAmber Singer The Vanguard Group

A philosopher by the name of William Arthur Ward once stated, “If you canimagine it you can create it; if you can dream it, then you can become it” andan extraordinary woman by the name of Diana Madaras has obviously foundthat philosophy to be true.

As a summer, 2003 intern for the Madaras Gallery in Tucson, Arizona, I hadthe opportunity to experience the tasks and challenges of operating a small business.

Madaras GalleryA Company on the Rise

by Lauren PradelliRetailing and Consumer Sciences Major

We wish them the best as they begin their careers!

Congratulations to our Retailing and Consumer Sciences

Graduates, they are ...

Ryanne Smith Marsh McLennonAbby Solomon E! Entertainment

NetworksKristen Valencia General Growth

PropertiesMara Weingarten JCPenney

Ryan Westphal Memphis RedbirdsDarby White Kohl’s

Amanda Zaluga Wal-Mart

— 5 —

Diana Madaras is both the artist and owner for the Madaras Gallery and hashad plenty of business experience from her previous ownership of a sportsmarketing company. As a marketer, Diana has promoted such events as thePGA and LPGA golf tournaments, football bowl games, as well as celebritytennis tournaments. Although Diana realized that art was her true calling, hermarketing background has certainly contributed to the overwhelming successof her art gallery. As an intern, I was able to see how Diana’s entrepreneurialendeavors became successful through dedication to art, her commitment toquality, and her philanthropic generosity.

Many people in the Tucson area are very familiar with Diana’s work, and herart is becoming more nationally recognized. The gallery’s merchandise consistsof large canvas transfers, framed prints, art tiles, clocks, note cards, journals,wall calendars, desk calendars, and many other products. Her art depicts thesouthwest landscape, beach resort themes and many other images.

During the course of my internship I was able to observe the many different sidesof owning and operating a business. Not only was I exposed to retailing andwholesaling, I was also involved in the shipping and packaging of merchandise,assisting customers, and the constant upkeep needs of inventory.

At the gallery I was treated with the utmost respect and was able to be myselfamong my superiors and the other employees. Due to the hectic daily schedule,I was able to choose my projects and learn what I felt was beneficial to myeducation. Not only did I create valuable designer databases and traffic reports,I also had the opportunity to visit local resort concierges in order to help marketand promote the gallery for tourists interested in southwestern art. In additionto my daily responsibilities, there were times when I was able to do less routinework. On one occasion I attended a Metropolitan Tucson Convention Visitor’sBureau (MTCVB) luncheon with Diana where I learned about city planning andthe construction of lifestyle retail establishments in the downtown Tucson area.

My experience as an intern at the Madaras Gallery has given me a new perspectiveon the entrepreneurial aspect of retail and owning a business. I was able toexperience first-hand the incredible work and dedication required of smallbusiness owners as well as the many rewards that come from having your ownbusiness. This experience has given me great insight into the world of retailand I have learned the importance of patience and dedication when beginningyour own company. As a student interested in owning my own business someday, I feel the Madaras Gallery has prepared me for what to expect in today’scompetitive marketplace.

“GOING PLACES!”

by Natasha KomoStudent Advisory Board Ambassador Chair

The Student Advisory Board Ambassadors are planning the formation of a Retail Leaders Association, thanksto the generosity of Target Corporation. In the fall of 2003, Target Corporation gave the Southwest RetailCenter for Education and Research a grant to fund the establishment of a Retail Leaders Association. Target’sactive partnership with the Center’s Corporate Advisory Board has allowed the Center to further developstudent leadership skills in all aspects of the retail industry. The formation of a Retail Leaders Associationat the University of Arizona will aid students in their professional career development by providing themwith various academic and service opportunities throughout the year. These opportunities will teach studentsessential leadership skills and advance their knowledge of the retail industry.

The Retail Leaders Association will be open to all students from all majors that share an interest in learningmore about the retailing industry. Throughout each academic semester, the Retail Leaders Association willsponsor guest speakers who will discuss various issues, trends and potential job opportunities within theretailing industry. A few of these weekly meetings will include a “Dress to Impress” night, mock interviewsand tips on successful resume writing. The association will take field trips to various retailers and corporatedistribution centers within the Tucson and greater Phoenix area. Students will also have the opportunity toparticipate and serve in leadership positions for various activities. These activities may include cannedfood drives, car wash fundraisers, visits to Ronald McDonald House and to Casa de los Niños, a Tucsonresidential shelter care for children. Students demonstrating outstanding commitment to professionalism,service and leadership in the association will be recognized with a “Future Retail Leader” certificate fromthe Southwest Retail Center for Education and Research.

The new association will be a tremendous asset to students, retailers and the Southwest Retail Center forEducation and Research. Please watch for more information to follow and plan now to be a part of thisexciting association.

— 6 —

KIM’S VIEWFROM THECENTER

by Kim Brooke

The Southwest Retail Center for Education andResearch sponsored the first-ever “Meet andGreet” networking reception designed to bringthe most recently admitted cohort to the Retailingand Consumer Sciences professional programface-to-face with partners of the Southwest RetailCenter Corporate Advisory Board. This event providedan outstanding venue for the more than 50 studentsattending to learn first-hand about our partnercompanies and the internship and career opportu-nities available. Watch for “Meet and Greet” tobe an annual fall event!

Melinda Burke and Kim Brooke from the SouthwestRetail Center, and Bryan Rowland, CALS DevelopmentDirector, recently visited Wal-Mart’s home officein Bentonville, Arkansas, to learn more about thecompany’s recruiting and career developmentprograms. The center’s representative on theCorporate Advisory Board, Michelle Whitehead,Staffing and Diversity Director, coordinated anextensive and informative tour of Wal-Mart’sdivisions, emphasizing the company’s many out-standing growth opportunities and career progressionprograms. While there, the UA team hosted analumni reception that brought together 15 UAalums to share memories and celebrate their careerswith this growing company. The Southwest RetailCenter is extremely proud of its Retailing andConsumer Sciences majors and looks forward tohearing from our many outstanding alums across thecountry. Find out where recent grads are throughthe Center’s One-On-One Alumni Web site.

UA Wal-Mart alums

In January, 2004 UA grad Terry Lundgren assumed the title of Chairman,President/CEO of Federated Department Stores. Prior to this he served asPresident Chief Operating Officer, a title he assumed in March, 2003, havingserved as President Chief Merchandising Officer of the company since April 2002.

Lundgren is a native of Long Beach, California and a graduate of the University of Arizona where he gavethe commencement address to the graduating class of 2000 and was awarded the Honorary Doctor of Lawsdegree. Federated has been a valued member of the Southwest Retail Center since 1993 and providesscholarships and career opportunities for students in the Retailing and Consumer Sciences program. Mr. Lundgrencurrently serves as an honorary member of the Corporate Advisory Board for the center.

He began his retailing career with Bullocks in 1975, a Division of Federated. Lundgren held positions ofincreasing responsibility over the next decade, including buying, store management, human resources andsenior level store management, as well as serving as Director of Stores. Lundgren was named Senior VicePresident and General Merchandising Manager of the Los Angeles-based division in 1984. In 1987, he wasnamed President, CEO of Bullocks Wilshire, then an upscale chain of specialty department stores ownedby Federated.

Lundgren left Federated in 1988, joining Neiman Marcus, where he served as Executive Vice President andshortly thereafter was named Chairman/CEO. He returned to Federated in April of 1994 as Chairman, CEO ofthe Federated Merchandising Group. Through significant acquisitions over the following 18 months, Federatedmore than doubled its size. Today, with annual revenues in excess of $15 billion, Federated is the leadingdepartment store retailer in the U.S. with over 450 stores in 34 states.

TARGET CORPORATIONto fund New Student Leadership Association

Terry J. Lundgren

UA Grad, CHAIRMAN at FEDERATEDDEPARTMENT STORES

UA SIFEIn one of their most ambitiousprojects ever, UA SIFE venturedto Puebla, Mexico to help developa marketing plan for a fledglingagricultural cooperative. From November 7-9, 2003, SIFE team Juan Ciscomani, Amanda Zaluga, JudithLeatherman, Emmanuel Morales-Camargo, Judy Hakiel and Francisco Mendoza learned about a farmers’ cooperativeand then led an analytical, interactive discussion to determine an appropriate marketing position for some of theirproducts. All of the sessions were conducted in Spanish with four of the students aiding in the translations.

The major products of the DSAA cooperative included pulque, a fermented drink, pulcatta, a distilled drink and asalsa de mixiote, a flavorful sauce used in cooking. These three products are all derived from the maguay, anagave type plant known for its healthful qualities. The focus for the SIFE team was to figure out a marketingstrategy for the salsa de mixiote. The students conducted a SWOT analysis and asked pertinent questionsabout customers, barriers to entry, methods of distribution, packaging, etc. The salsa de mixiote has no directcompetitors because the mixture is generally made in the home rather than mass-produced. Upon their return toTucson, the SIFE team has completed additional research and produced a complete marketing plan for this product.

On November 10, this same group of students met with the Minister of Economic Development from theState of Tlaxcala, the Director of the University of Tlaxcala, and several business people and students in aneffort to explain the concept of SIFE and start a SIFE chapter. The participants were so receptive to theidea that they held a press conference, which was broadcast all over the country. The goal of this part ofthe project is to introduce the Tlaxcala SIFE team to the agriculturalist so they can create a project basedon the marketing suggestions of the UofA SIFE team.

Thanks are extended to business advisory board members Bill and Susan Carlson who created the opportunity forthis mission, and to our Rotarian hosts for their home-stay hospitality. In all, the experience expanded eachparticipant’s worldview and fostered an extraordinary understanding of one of the many cultures in theglobal economy.

The Take Charge America Financial Fitness Academy was held on October 29th & 30th at the Windmill Innin Tucson. The conference was sponsored by the UA TCA Institute for Consumer Financial Educationand Research. The main purpose of the conference was to bring Extension Educators in Family and ConsumerSciences and 4-H together with community partners to learn about existing financial programs. Nine countieswere represented by the fifty plus attendees at the two day event.

The first day of the conference was devoted to youth financial programming with information presented on theCredit-Wise Cats, Jump$tart Coalition, High School Financial Planning Program and The POWER Program fromWisconsin. The second day of programming started off with a keynote presentation by Jeanne Hogarth with the

Federal Reserve in Washington, D.C. addressing research on whatworks in financial programs. She also provided information oncurrent financial policy issues. Other presentations included TakeCharge America, Inc., Arizona Saves, Investment Strategies, andFinancial Security in Later Life. To encourage continued collaborationamong community members and Extension faculty, mini-grants wereawarded to participants to assist in the integration of consumerfinancial education into community educational programs.

by Linda Block Family and Consumer SciencesCommunity Health Promotion ProgramsPima County Cooperative Extension

TCA Institute Conference

Linda Block Jeanne Hogarth

Puebla trip

TCA Financial FitnessAcademy

— 7 —

by Marcia KlipschEducational Coordinator

Develops amarketingPlan for anAgriculturalCooperativein the Heartof Mexico

Mark Your CalendarRETAIL SPEAKER SERIES 2004

▼ FEBRUARY19 Macy’s West, Tara Spivey

▼ MARCH4 Nordstrom, Vickie McWilliams11 Office Depot

OTHER EVENTS 2004

▼ JANUARY21 SIFE Meeting FCS 114, 5:30 pm28 SIFE BAB Meeting FCS 127, 5:30 pm28 Egypt Orientation FCS 127, 5:30 pm28 University of Sonora-Hermosillo

Faculty Reception FCS 127

▼ FEBRUARY9 Career Services

Spring Recruiting Begins17-19 TCAI Financial Fitness Workshops18 Spring Career Expo,

UA Student Union Ballroom25 Women Entrepreneur Luncheon,

UA Student Union

▼ MARCH4-6 Duel in the Desert Competition13 Spring Break—RCSC Study Tour

to Los Angeles and San Francisco31 Spring Board Meeting and Dinner,

Westin La Paloma

▼ APRIL1-2 Global Retailing Conference,

Westin La Paloma7-8 SIFE Regional Competition,

Salt Lake City, Utah9 Career Services

Spring Recruiting Ends

▼ MAY5 Last Day of Class15 Graduation23-26 SIFE National Competition

▼ NOVEMBER4 Meet & Greet Recruiter Reception4-5 Fall Corporate Advisory Board

Dinner and Meeting

CORPORATE ADVISORY BOARDBear Creek Corporation, Rudd Johnson, Senior Vice President,Human Resources, Yamanuchi Consumer, Inc.Bridgestone/Firestone, Johan Gallo, Human Resources ManagerCracker Barrel Old Country Store, Patti Kerns,Regional Management RecruiterDiscover Financial Services, Inc, Carole Westman,Senior Marketing AssociateDistance Learning Venture, LLC, Dick Furash, Senior PartnerEnterprise Rent-A-Car, Ginna Virginillo, Recruiting ManagerFederated Department Stores, Lauren Altbaier,Manager, College RelationsHelzberg Diamonds, Tiffany Flackes, College RepresentativeIBM Corporation, Chuck Rieger, PrincipalInternational Council of Shopping Centers, John Riordan, Director, Education FoundationJCPenney Co., Carmen Ayala, College Relations ManagerKmart, Jeff Ambrosia, Manager of Field RecruitmentMacy’s West, Tara Spivey, College Relations ManagerMervyn’s, Mariam Aguillard, Regional Vice PresidentNeiman Marcus, Maria Dempsey, Merchandise ManagerNordstrom, Leslie Aoyama, Human Resource Regional ManagerOffice Depot, Jonathan Thornburg, College Relations RepresentativePETsMART, Neil Stacey, Western Region Vice PresidentSears Roebuck & Co., William Donahue, Director, Recruitment and StaffingStrategic Mindshare, Cynthia R. Cohen, President and CEOTake Charge America, Michael Hall, PresidentTarget, Peter Meade, District Team LeaderToys “R” Us, Paula Whitty, Manager College Relations for U.S.Walgreens, Sue Bandurraga, District ManagerWal-Mart Stores, Inc., Gordon Erickson, Senior Vice President

HONORARY BOARD MEMBERSEllen Goldsberry, Director Emeritus, Southwest Retail Center forEducation and ResearchTom Gorey, VP, Supply Chain Management, Sears Roebuck & Co.Joey Jones, Aviation Analyst, Flight Safety, Wal-Mart StoresTerry Lundgren, Chairman, President and CEO, Federated Department Stores

STUDENT ADVISORY BOARDS P R I N G 2 0 0 4 F A L L 2 0 0 3Tanya Alva Tanya AlvaDanielle Castrillo Danielle CastrilloAmanda Davis Amanda DavisCatherine Dicochea Natasha KomoShelley Huff Amanda PaqueNatasha Komo Brooke RosaniaAmanda Paque Jon SiegelBrooke Rosania Amber SingerRonit Rosethal Karli ThwaitsAmy Schuster Jennifer VizcayaKatie Seeley Jessica WiegandJonathan SiegelJennifer VizcayaMelissa Weinstein

Corporate Partners and Sponsors

NON-PROFIT ORG.U.S. POSTAGE

PAIDTUCSON, ARIZONA

PERMIT NO. 190

SOUTHWEST RETAIL CENTERf o r e d u c a t i o n a n d r e s e a r c h

PO BOX 210033TUCSON, AZ 85721-0033

THE Place for Retail Studies andProspective Retail Leaders

B E A R C R E E KC O R P O R A T I O N

SOUTHWEST RETAIL CENTEREditor: Melinda BurkeManaging Editor: Kim BrookeThe Southwest Retail Center for Education and Research is housed in theDivision of Retailing and Consumer Sciences in the College of Agricultureand Life Sciences, School of Family and Consumer Sciences at The Univer-sity of Arizona. The Center works to illuminate the issues facing retailerstoday and to prepare college students for careers in retailing. To obtainmore information contact:

Southwest Retail Center for Education and ResearchThe University of ArizonaPO Box 210033 • Tucson AZ 85721-0033Phone: 520.621.1715 Fax: 520.621.3209Email: srcer@ag.arizona.edu Web site: cals.arizona.edu/fcs/srcer