Precision in Performance: Every Moment, Every Time
Hello Client Advisor!
Our time together in the spring is our favorite work-time of the year! I believe we started our council in 2017 at a MN Twins baseball game. Since then, our advisors have directed us through too many business iniatives to even count! Your contributions have played a critical role in our success, and we deeply appreciate your time and commitment.
As we navigate new opportunities and challenges, your perspective helps shape the way we serve our clients and improve our offerings. Thank you for being an essential part of our journey. We look forward to continuing our collaboration and driving meaningful impact together, especially at our annual meeting. (Scroll down for full agenda.)
The 2025 IT Summit
In today’s fast-paced world, staying ahead isn’t just about innovation—it’s about nailing quality, mastering consistency, and channeling the magic of hospitality leadership. This conference is your chance to discover how to level up performance, create seamless processes, and deliver top-notch service with a customer-first mindset. Get ready for inspiring keynotes, hands-on sessions, and dynamic expert panels designed to equip you with strategies that drive real results. Join us as we unlock the power of consistency to achieve world-class success, build trust, and future-proof your organization—let’s make excellence happen together!
Featured Speakers and Learnings
Will Guidara
Why Hospitality is Today’s #1 Leadership Skill
Will Guidara is the co-owner of Make It Nice, a hospitality group that currently includes Eleven Madison Park, the NoMad restaurants, and Made Nice.
Will Guidara transformed Eleven Madison Park into the best restaurant in the world with one groundbreaking realization: food, service, and design are just ingredients—the secret sauce is human connection. By inspiring his team to be fully present with guests, take their work seriously without taking themselves too seriously, and embrace a “one size fits one” approach, Will created pure magic. In this talk, he shares the game-changing lessons that propelled EMP to #1 and reveals how an unreasonable obsession with human connection can set you apart and deliver unforgettable, world-class experiences.
Today’s leaders must master the art of intentionally creating spaces where teams don’t just work together but truly connect—because that’s the essence of hospitality. Leaders who can transform a group of individuals into a cohesive, inspired team will unlock more connection, energy, effectiveness, and happiness across their organization.
Mark Schulman
Be Your Own Rockstar
Mark Schulman is a powerhouse drummer who has rocked the world’s biggest stages, performing for crowds of up to 225,000 alongside legends like P!NK, Billy Idol, Cher, Stevie Nicks, and Foreigner during his epic 32-year touring career.
But Mark doesn’t just shine behind the drum kit—he electrifies audiences as a keynote speaker, delivering what feels like a rock concert disguised as a motivational experience. “Attitude is everything,” Mark says, as he unpacks the secrets of rockstar performance and shows how they apply to organizations, teams, and leaders. With captivating stories, infectious energy, and a masterful stage presence, Mark inspires audiences to unleash their inner rockstar, take charge of their attitude, and perform at their absolute best.
Mark’s journey from a classically trained cellist to the first-call drummer for the world’s top artists showcases the immense power of attitude, transformation, and the relentless pursuit of excellence.
Agenda – Client Advisory Council
Monday, May 5, 2025
3:30 – 5:00 AM
Council Kick off and Bailiwick Update
6:00 PM
Twin City Grill
Dinner
Step into Twin City Grill, nestled on the first floor of Mall of America, and immerse yourself in a warm, inviting atmosphere reminiscent of classic American grills. With its rich mahogany paneling and vintage Twin Cities photographs, it’s the perfect retreat from the bustling mall.
Tuesday, May 6, 2025
9:00 – 10:30 AM
Charter Updates and Adjustments
10:30 AM – 12:00 PM
Mall of America Security – Facial Recognition Program
Just shy of a year ago, and after many years of research and planning, the Mall of America’s security team executed their facial recognition program. The purpose of this program is to detect security threats, trespassers and missing persons. In just this past year, the mall has seen an increase in its ability to detect persons of interest.
The leaders of the initiative–Mall of America’s General Counsel, its head of security, and its outside counsel–will walk you through the approach to the roll-out of the technology. We’ll get a tour and demo of the system at work.
Will Bernhjelm
Vice President, Security
12:00 – 1:30 PM
Lunch and Break
1:30 – 3:00 PM
Charter Next Steps
3:00 – 4:00 PM
IT Summit Preparation
4:00 – 5:00 PM
Break
6:00 – 10:00 PM
The Fair on 4
Welcome Reception at your leisure
Join us at The Fair on 4—the ultimate destination for food, fun, and thrills at Mall of America! This one-of-a-kind venue brings the excitement of a classic fair indoors, featuring high-speed go-kart racing, axe throwing, and a menu packed with delicious fair-inspired eats like hand-dipped corn dogs, Blue Horse Pizza, mini donuts, and cocktail floats.
Wednesday, May 7, 2025
6:00 – 7:00 AM | Continental Breakfast
7:00 – 8:30 AM | Hot Breakfast
9:30 – 10:30 AM
Rick Bronson’s House of Comedy, Mall of America
Why Hospitality is today’s #1 Leadership Skill
What if you forced yourself to be creative, to develop a solution that worked because of—not in spite of—your dedication to generosity and extraordinary service? These are usually harder to execute, and coming up with them will definitely call on your creative side. But they’re almost always a win.
Will Guidara
Entrepreneur, winner of the Best Restaurant in the World and author of Unreasonable Hospitality
10:30 AM – 1:30 PM
Leadership Skill Building Workshop
- Breakout Session Direction
- Breakouts and Lunch
2:00 – 3:00 PM
Report Outs
2:00 PM – 3:00 PM
A Taste of the Take-Aways: Group Report Outs
Welcome back from your lunch discussions! Be prepared to give a short talk about how you would solve your assigned business challenge the Hospitality way. We can’t wait to hear yoru creative problem soliving!
3:00 PM – 3:30 PM
Client Showcase, Stay Tuned!
4:30 – 5:35 PM
Mall of America Rotunda
Hacking the Rock Star Attitude
“I’ve learned about the importance of attitude as part of the touring family with these great performers,” Mark says as he unpacks the secrets of rockstar performance. His presentations translate lessons learned during a remarkable career into valuable tips for organizations, teams, leaders, and those who want to be their absolute best.
Mark Shulman
Mark doesn’t just shine behind the drum kit—he electrifies audiences. Mark Schulman is a brilliant storyteller and performer who inspires audiences to engage and unleash their inner rockstar.
5:45 – 10:00 PM
Celebrate 30 years with all Bailiwickers
We’ll cap off the event with an evening at Nickelodeon Universe, America’s largest indoor theme park. Bailiwickers, their immediate families, IT Summit attendees – and your immediate families are invited to attend this celebration evening.
Nickelodeon Universe
Join us at Nickelodeon Universe for a private, evening event.
Accommodations
JW Marriott
Official Hotel of the IT Summit
As your company allows, Bailiwick covers the hotel accommodations for all IT Summit attendees.
Treat yourself to contemporary convenience at JW Marriott Minneapolis Mall of America. JW Marriott hotel is directly connected to the Mall of America and its renowned shopping, dining, and entertainment.
Make your stay unforgettable from the moment you arrive. JW Marriott Minneapolis Mall of America offers a range of handpicked luxurious amenities to celebrate special occasions, commemorate grand milestones and elevate your experience.
Mall of America
Extensive Shopping Options
With up to 500 stores, there’s something for everyone at Mall of America. From trendy fashion and food to cool tech and toys, MOA® has the retail therapy you’re looking for—and then some!
Indoor Amusement Park
Nickelodeon Universe, the nation’s largest indoor theme park, provides rides and attractions for all ages, adding an exciting element beyond shopping.
Family-Friendly Attractions
MOA features mini-golf, escape rooms, VR experiences, and so much more, making it a favorite for family outings and kid-friendly adventures.
Check out past IT Summits
2023 Bailiwick IT Summit
Introducing the exciting 2023 Bailiwick IT Summit Video Collection! Dive into sessions featuring the brilliant insights of digital visionary Erik Qualman, the renowned leadership development expertise of Dr. Brad Shuck, and innovative strategies from top leaders in retail, logistics, and QSR industries. Explore the future of green technology with an exclusive session on EV charging station installations, led by industry pioneers.
2022 Bailiwick IT Summit
The 2022 Bailiwick IT Summit video collection recorded live from the Acme Feed & Seed in Nashville, TN. Storytelling is as old as time and it’s not just for kids. Learn the imporantance of storytelling in business from experts in the art.
Since the IT Summit was in Nashville, I can guarantee you some music. Enjoy these sessions on the Art of Storytelling.