Updated June 26, 2019

Friday, June 28

Please note that times have been shifted slightly on Friday.
5:30 pm - 7:00 pm On-Site Certification Courses

For details about the MSPA Certifications and prerequisites needed, click here.
  • Professional Report Writing  (Presented by Rich Bradley, CXOrlando)
  • Property Management I (Jane Edwards-Hall, Ipsos)
  • Video Shopping I (Presented by David Hartley, Elite CX Solutions)
7:30 pm - 9:00 pm Opening Night Networking Reception
9:00 pm - 11:00 pm MSPA Game Night

Saturday, June 29

7:00 am - 8:30 am  Breakfast on Your Own
8:30 am - 9:00 am Your Association and You

Presented by MSPA President Charles Stiles (Mystery Shopper Services)

MSPA Americas President Charles Stiles leads a rapid but comprehensive review of all the benefits and resources available to all MSPA evaluator members.

9:00 am - 9:40 am Service Provider Roundtable: Be This Shopper, Not That Shopper!

Sponsored by MysteryShopping.Com

Presented by Jane Edwards-Hall (Ipsos), Jason Bare (BARE International), Angela Megasko (Market Viewpoint LLC) and Dan Bradley (CXOrlando)

Owners and senior executives from some of your favorite companies share their advice on how to best position yourself with schedulers in order to be their go-to shopper and get the most assignments---as well pitfalls to avoid.

Be this Video Shopper, Not that Video Shopper

Presented by David Hartley (Elite CX Solutions)
9:45 am - 10:15 am Ask the Attorney: Shopper Issues, Questions and Answers

Sponsored by BARE International

Presented by Patrick Hollrah (CertifiedSE)

MSPA Washington, DC lobbyist Patrick Hollrah outlines in easy-to-understand language changes and potential changes in the laws which could impact you as an independent contractor (including an overview of the recent changes in the tax laws) and takes your questions on related legal matters.

Meeting Company/Client Expectations

Presented by David Hartley (Elite CX Solutions), Donna Richardson Horwedel (Impact Marketing), Marguerite Turner (Elite CX Solutions), Russell Wood, (MysteryShopping.Com)
10:15 am - 10:30 am Networking Break
10:30 am - 11:10 am War Stories and Best Practices

Sponsored by Research Metrics

Moderated by Rich Bradley (CX Orlando)

We’ve all got them – shopping war stories! The crazy, the impossible, the “you’ll never believe what happened”! In this interactive workshop, we’ll share some challenges and solutions from each other, as well as tips and best practices for avoiding and salvaging shops gone wrong!
Video and Specialty Shops

Presented by David Hartley and Marguerite Turner (Elite CX Solutions)
11:15 am - 12:00 pm  Service Provider Roundtable: Whaddya Wanna Know?

Sponsored by Impact Marketing

Presented by Sam Hersey, (The Consumer Insight) Mike Mershimer, (HS Brands Global) Paul Ryan (Secret Shopper) and Charles Stiles (Business Evaluation Services)

Ever have a question about the mystery shopping industry and not know where to get the straight scoop? An annual ShopperFest tradition, this session is your opportunity to ask our panel of distinguished company owners and senior executives whatever is on your mind about the industry.
12:00 pm - 12:30 pm Networking Break 
12:30 pm - 1:45 pm Lunch with Service Providers, Shoppers' Choice Awards & Door Prizes 
1:45 pm - 2:20 pm These breakout sessions are designed for new or veteran shoppers. Choose what fits you best. These sessions are designed for video shoppers and attending the majority of them throughout the day will earn an advanced video designation.
The Organized, Successful Mystery Shopping Professional Starter Kit

Presented by Dan Bradley (CX Orlando) and Susan Ogle (Alta360 Research)

Geared toward new shoppers, this session will help you take charge of your mystery shopping career by making sure you have all your basic tools in place to enjoy maximum success as an evaluator.

Driving Revenue as a Route Shopper

Presented by David Hartley (Elite CX Solutions)

One of the best ways to grow your revenue as a mystery shopper is to string a bunch of shops together in a specific geographical area or road map. This session will help you understand, plan and execute a multi-shop route to maximize your earning potential.
Video Shopping New Homes and Property Management Companies

Presented by Marguerite Turner (Elite CX Solutions)
2:25 pm - 3:00 pm The Believability Factor…Do You Have It?

Presented by Rich Bradley (CX Orlando)

The Best Actor and Actress awards go to…..mystery shoppers! Quite often, your assignment requires you to have a backstory and play a part to pull off the shop. This session will give you tips and insights on how to best play the part.

Hitting Send: Now What Happens to My Report? 

Presented by Carey Medina (Ipsos), Doug Rector (NWLP) and Marguerite Turner (Elite CX Solutions)

You put all this work into completing a great shop, you write up, and then you hit “send”. Now, what happens? Take a peek behind the curtain to follow your shop through cyberspace and understand the rest of the life-cycle for your mini-masterpiece.

Advanced Route Shopping for Video Shoppers

Presented by David Hartley (Elite CX Solutions)
3:05 pm - 3:40 pm They Wrote What?! Writing that Closes Doors on Shoppers

Presented by Randi Hardiman (360 Intel)

The majority of shoppers write informative reports that are of tremendous value to clients all over the country. And then there are a few that come through that slam the door on this shopper getting future assignments. Learn the warning signs that will create headaches for your editors and leave you off their call list.

Are You Taking Your Full Tax Deductions?

Presented by Patrick Hollrah (CertifiedSE)

Want more information or have more questions about how you can keep more of your hard-earned money regarding the new tax laws? Patrick Hollrah goes deeper into the tax deductions that you may qualify for in order to maximize your profits. 

Completing Your Shops with Your Mobile Phone or Glasses

Presented by David Hartley (Elite CX Solutions) and Russell Wood (MysteryShopping.Com)
3:50 pm - 4:20 pm Cruises, Casinos and Resorts: Landing the Big Gigs

Sponsored by Ipsos

Presented by Jason Bare (BARE International), Jane Edwards-Hall (Ipsos), Mike Mershimer (HS Brands Global) and Charles Stiles (Mystery Shopper Services)

Everyone wants the big gigs – but they aren’t always available to everyone. These high-end assignments do exist, but they only go to the best shoppers. And they can be quite a bit of work. Learn more about these dream assignments and how to land them.

Overview of Various Cameras and How to Operate Them

Presented by David Hartley (Elite CX Solutions), Donna Richardson Horwedel (Impact Marketing), Marguerite Turner (Elite CX Solutions), Russell Wood, (MysteryShopping.Com)
4:20 pm - 4:30 pm Networking Break 
4:30 pm - 4:50 pm

Service Provider Roundtable: 10 Takeaways and a To-Do List for Success

Sponsored by A Closer Look

Presented by Jane Edwards-Hall (Ipsos), Sam Hersey (The Consumer Insight) and Doug Rector (NWLP)

This final session wraps up the education portion of the weekend with a panel of Service Provider owners and senior executives who will help you prioritize the most important lessons of the weekend and organize your to-do list for success to implement as soon as you get back home!

Making Every Day/Shop Count: Top Takeaways for Success

Presented by David Hartley (Elite CX Solutions)
5:00 pm - 5:30 pm Networking Break & Free Time 
5:00 pm - 9:45 pm
Gateway Clipper Dinner Cruise

As of June 7th, this Optional Event is sold out. If you would like to be added to the waitlist, please contact Jessica at

Looking for fun and unique evening out in Pittsburgh? Join service providers and evaluators for the Captain’s Dinner for great food, music, dancing and fabulous views of the city skyline! Get up and dance, sit on the top deck and enjoy a stroll around the boat and experience this wonderful taste of Pittsburgh! This activity will include a few stairs to board transportation and the boat. Guests are welcomed to attend. The price is $65 per person and includes transportation and dinner. Alcohol is available for purchase.


The bus will depart at 5:00 pm and return around 9:45 pm.

Sunday, June 30

7:00 am - 9:00 am  Breakfast on Your Own
9:00 am - 12:00 pm Video Shopping II

Presented by David Hartley (Elite CX Solutions), Donna Richardson Horwedel (Impact Marketing), Marguerite Turner (Elite CX Solutions), Russell Wood, (MysteryShopping.Com)

Video Shopping II takes your video shopping training to the next level. In this course, you will take the theories and knowledge gained in Video I and put them to practical use. Learn about the various types of equipment, shirts, mounting techniques and safety precautions and get hands-on time with the equipment—you will also be able to rig up and shoot test video. It is highly recommended that you bring your own video shopper shirt to the session. We will have equipment present for both training and purchase.
9:00 am - 10:25 am On-Site Certification Courses

For details about the MSPA Certifications and prerequisites needed, click here.
  • Retail I (Jane Edwards-Hall, Ipsos)
  • Professional Report Writing (Presented by Rich Bradley, CXOrlando)
10:30 am - 12:00 pm On-Site Certification Courses

For details about the MSPA Certifications and prerequisites needed, click here.
  • Retail II (Jane Edwards-Hall, Ipsos)
  • Professional Responsibility & Ethics (Presented by Rich Bradley, CXOrlando)
12:00 pm - 2:00 pm
Lunch with Certification Presentations, Door Prizes and Closing Announcements
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