Winter Institute 2021 Program

Wi16 Home

Sessions marked with this symbol feature American Sign Language (ASL) interpreting services provided by Handwriter Ink. Brought to you in part by and The Book Industry Charitable Foundation.

Thursday, February 18, 2021  

12:00 pm to 1:00 pm ET

Customer Experience and Hand-selling/Upselling in a Hybrid World (materials available)

Switching to a remote customer experience — curbside pickup, FaceTime hand-selling, online orders, etc. — can create a challenge to providing a successful and cohesive customer experience. This session will showcase creative ways that booksellers have succeeded and even improved the customer experience in this new hybrid retail world.
Panelists: Sara Richmond, Director of Communication & Client Experience, Edelweiss; Phil Davies, ABA (White Plains, NY); Rosa Hernandez, Third Place Books (Lake Forest Park, WA); Michael Barnard, Rakestraw Books (Danville, CA); Cristina Rodriguez, Deep Vellum Books (Dallas, TX); Sarah Bagby, Watermark Books & Cafe (Wichita, KS); Lane Jacobson, Paulina Springs Books (Sisters, OR)

About ABA

The American Booksellers Association, a national not-for-profit trade organization, works with booksellers and industry partners to ensure the success and profitability of independently owned book retailers, and to assist in expanding the community of the book.

Independent bookstores act as community anchors; they serve a unique role in promoting the open exchange of ideas, enriching the cultural life of communities, and creating economically vibrant neighborhoods.


PRESS INQUIRIES: [email protected]

INDIECOMMERCE: [email protected]

ALL OTHER INQUIRIES: [email protected]



Copyright 2024 American Booksellers Association. BookWeb is a registered trademark of ABA.
Privacy Policy, Cookie Policy, Accessibility Statement