Customer Experience

Learning Points

Customer Experience is defined as the impression you leave with your customer, resulting in how they think of your brand, across every stage of the customer journey. A good customer experience means that the individual's experience during all points of contact matches the individual's expectations. This module is designed to ensure delegates will learn the methodology of customer experience as well as its fundamental elements – Brand, Communication, Environment, Offering and Culture.

Course Modules

Expert Instructors

MICHAEL RUCKMAN

President & CEO
Senteo

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MICHAEL RUCKMAN

For the past 25 years, Michael has worked as a consultant to banks, retailers, technology companies, telecoms, and even governments in more than 30 countries. He has delivered a variety of successful projects ranging from business strategy to the launch of fully transformed organizations.

Michael is most known for his extensive experience and successful project delivery in the area of customer experience, relationship management, and loyalty in banks. Digital and business model transformations have become a specialty for his career.

He is also known for large-scale projects driving organizational transformation from product-centric to customer-centric, and even relationship-centric business models with a methodology designed to create significant and sustainable results.

His work portfolio includes projects for brands such as Abbey National (Santander), Alfa-Bank, Atlantico (Millennium BCP), BNP-Paribas, CBRE, Citibank, Europolis, Georgian Ministry of Justice , Home Credit, IBM, ING, Ivanhoe Cambridge, Megafon, Telefonica, VTB, Wembley Stadium, and many others.

Michael is a regular keynote speaker and guest lecturer at Skolkovo Business School, UNLV, Financial University, BAI, EFMA, Lafferty, ICSC, MECS+R, as well as many other international conferences and corporate events. As well, Michael has authored dozens of educational courses in the areas of strategy, digital and business model transformation, leadership, customer experience, corporate culture development, gamification, customer relationship management (CRM), and others with over 30,000 participants since 2004.

Michael has a Bachelor of Science degree in Business Management and is fluent in Russian and Spanish in addition to his native English.

Shopping Centre Leasing

Learning Points

This module will give you insight on the basic principles of the art and science of leasing and learn how leasing can increase the value and effectively impact the income and retail productivity of the shopping centre.

• Understanding the basics and fundamentals of Leasing
• Financial Aspect of Leasing
• Forward-thinking and crisis-situation Leasing – with practical examples

How to determine lease rates?

• Minimum Base Rent - what is it? How do you determine how the minimum base rent is created and delivered? Examples of actual stores and how minimum base rent is determined and by who, when and why?
• Percentage Rent - what is it and how do you calculate it? Why percentage rent is so important in today’s leasing environment? What is the percent only rent?
• How to lease Rates vary depending on size, location, adjacencies in new shopping centers and in existing shopping centers with solid operational success?

Course Modules

Expert Instructors

DAVID MACADAM

CEO
MECS+R

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×

DAVID MACADAM

With a career spanning 38 years in the retail industry, David is a regular contributor to local and international newspapers including Gulf News and Khaleej Times and numerous Magazines with articles on topics associated with current retail industry trends, commercial real estate and residential property challenges and opportunities. He has appeared on CNN, BBC, Bloomberg, Dubai One, Dubai City 7 TV, Selfie TV and Dubai Zee television as a retail expert in the MENA region. In radio, on Dubai Eye 103.8, David is regularly on air as the retail industry expert, retail property market commentator and guest.

A Canadian, resident in the UAE for fifteen years. David has held leading roles in the region with major shopping centre development companies and advisory firms before taking over in 2013 as the CEO of the MECS+R.

GREGORY VOGT

Former Leasing Director
Gulf Related

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×

GREGORY VOGT

Greg is an international retail leasing professional with over 32 years’ experience. Most recently, Greg was the director of the leasing program for Gulf Related’s 2 million square foot super-regional shopping centre The Galleria, Al Maryah Island developed in the financial district of Abu Dhabi.

Greg gained his shopping centre experience in Canada and honed it through 17 years’ international experience, which included launching market dominant retail properties in Poland, Greece, Egypt, the UAE, Syria and Lebanon. Greg directly contributed to the success of stand-out properties including Wola Park, Warsaw; CityStars and The Mall of Egypt, Cairo; The Dubai Mall, Dubai Marina Mall and Mirdif City Centre, Dubai and most recently Beirut City Centre, Beirut.

Greg holds a Bachelor of Arts in Economics from Canada’s Lakehead University and a Post Diploma in Human Resources Management from Greater Toronto’s Seneca College. He is an International Council of Shopping Centers’ Certified Leasing Specialist and Certified Shopping Center Manager and has a Real Estate Property Administrator Certificate from the Building Owners and Management Association.

HUSSAIN K JAMAL

Head of Operations
Mall of Muscat

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HUSSAIN KAREEM JAMAL, CSM, CLS

Hussain is an ICSC Certified Shopping Centre Leasing Specialist and Shopping Centre Manager. He is a seasoned shopping centre industry professional who understands the fine nuances of the retail business coupled with the practical hands-on knowledge and experience in Retail Leasing, Shopping Centre Management and Operations.

He initiated his career within the Middle East Retail industry in the Year 2000 with Giordano Fashions LLC and after 11 years of mastering the skill of retail business, Hussain switched lanes to the work with Line Investments & Property LLC which is one the biggest shopping mall developer in the UAE and in the region, currently he heads Mall Operations in the Biggest and Most Exciting Shopping & Leisure Destination, in the Sultane of Oman, “Mall of Muscat” which not only houses many notable international brands but also home to the Only Public Aquarium in the Country “Oman Aquarium”

Hussain is also a keen learner who believes in constantly updating and upgrading his skills and knowledge and is also passionate about sharing the knowledge and experience he has acquired for the benefit of others. His practical no-nonsense approach to sharing knowledge is sure to hit the right chord with all students of the GVS and we hope that you will not only enjoy his modules but also learn some practical tips to help you enhance your knowledge and understanding of the Leasing Process and Mall Operations

SAMAR AKKOU

Leasing Manager
Nakheel Malls

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×

SAMAR AKKOU

A passionate and dynamic professional, Samar Akkou has heavily involved in the retail real estate industry for the past twelve years between Lebanon and the GCC. Being an active member of Super-regional and Regional Shopping Centre’s Leasing and Retail Brand Committees has given her immense insight into the industry and confidence to manage most challenging situations. She has successfully negotiated Lease Agreements with major international anchor brands in the Fashion, F&B, Supermarket, Department Stores, and Cinema Theatres categories. Moreover, she has successfully attracted and recruited international brands with a market debut within her portfolio of projects.

Samar is a CSM and CLS holder, being the first lady in the Middle East to achieve the “CSM” Designation. She is a dynamic member and active participant in MECSC+R/ICSC’s local and international committees. In her position as MECSC+R Regional Representative for Lebanon, she is spreading MECSC+R’s vision and mission at her local chapter. She is a constant contributor to several regional business publications and to MECSC+R’s “Retail People Magazine” with over 15 publications to date. Finally, as a trainer, she is continuously passing on her experience and expertise to uprising professionals within the industry.

SANJAY MADHOK

GM – F&B Leasing
Tamdeen Group

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×

SANJAY MADHOK

Sanjay is a senior Retail Professional with 35+ years of enriching life experiences across North America, Europe and the Middle East. He leads and contributes to the growth and development of organizations by actively managing key functions and assignments with: (1) Strong Leadership, Passion and Values; (2) A ‘can do’ Attitude; (3) Strategic thinking and Team building.

Sanjay is an experienced Retailer (Merchant and Operator), Business Development Manager, Leasing Manager, Coach and Mentor with a unique leadership and management style that breaks through all aspects of cultural diversity and focuses on the Strengths and Opportunities.

Working with Tamdeen Group since 2007 in Kuwait mainly in Leasing function. He took a break in 2016 to do an independent work in Shopping Centres Advisory & Consulting Services, to sharpen the skills and explore new opportunities. He joined Tamdeen in 2019 to head the F&B Leasing function.

Shopping Centre Marketing

Learning Points

It is important that marketing professionals understand their role in creating values for their shopping centre. This module is designed to help professionals to manage the customer experience during pandemic crisis highlighting the following points:

• Marketing 101 and Back to the Basics
• Communicating a Clear Message
• New Ideas in the current retail environments
• History of Brands
• Main Pillars of Success Brands
• How to build your brand for Today's and Tomorrow's Worlds

Modules

Expert Instructors

AMY JOHNSTONE

Founder & Managing Director
Verve Communication

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AMY JOHNSTONE

An international retail marketing professional with over 17 years’ experience, Amy Johnstone is the Founder & Managing Director of Verve Communications.

Verve is a UAE based communications firm that partners locally & globally with both agencies and businesses, delivering customised integrated communications programs across retail stores and online.

Amy has both international and local experience having held strategic marketing roles and delivering successful marketing campaigns on a number of iconic retail developments in key retail markets including, Sydney, New York, London & the UAE.

In 2012, Amy was appointed the position of Director, Corporate Communications & Marketing for Gulf Capital and Gulf Related, delivering the corporate communications and branding program for both companies. During this time, projects also included a number of strategic marketing plans for a diverse range of real estate projects including, the consumer launch of The Galleria Al Maryah Island, a luxurious retail and dining precinct, the development launch of Al Maryah Central, a 450 shopping & dining destination and Antara, a luxury residential project in the Kingdom of Saudi Arabia.

Previously, Amy held the position of Development Marketing Director for Westfield Shopping Malls, and throughout her 10 year tenure held strategic marketing roles in key global retail markets including Sydney, New York and London.

HABIB BEAINI

Managing Director
Ninth Space

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×

HABIB BEAINI

Managing Director of Ninth Space (a highly specialised brand and design consultancy) and a Fellow of the Chartered Institute of Marketing, Habib Beaini is a brand expert with over 25 years of experience helping organisations to grow their businesses internationally into successful, impactful and valuable brands.

Habib began his career in 1996 with Getty Images (a global leader in visual content) where he kick-started and grew the brand in the Middle East. In 2003 he moved over to agency-side where he was Managing Partner of what became the region’s most successful design consultancy to a team of over 90 professionals, commanding annual revenues of over 15$m with clients across the entire GCC and South East Asia. In 2007, the agency was acquired by WPP’s Fitch for a premium and in 2009, Habib moved independently to create his own practice.

His list of clients and experience transcends sectors and geographies to include strategic and holistic brand building work for the UAE government, Abu Dhabi and Dubai governments, Oman government, Mubadala, Jumeirah Hotels, Four Seasons Hotels, Marriott and Starwood Hotels, Rotana Hotels, Majid Al Futtaim, Emaar Properties, Aldar Properties, Khazanah Nasional (Malaysian Sovereign Fund), Berjaya Group, AirAsia, and star architect Shigeru Ban.

His work is a fusion of forensic methodologies with intuitive creative breakthroughs that have been honed and refined into a well-articulated and structured format. These principles are now being utilised as the core for Véa workshops and masterclasses. His belief that brands are fundamental to the betterment and evolution of everyday life is the underpinning of his purpose, which he wants to pass on as actionable knowledge to all his clients and participants.

VANESSA HINTON

GM – Marketing
Nakheel Malls

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×

VANESSA HINTON

Vanessa is a retail marketer with a career that spans 19 years in delivering strategy, brand development and retail asset management across MENA, the UK and Australia.

Currently, as General Manager of Marketing for Nakheel Malls, one of the UAE’s largest mall groups, Vanessa is responsible for the 15-strong mall portfolio marketing strategy including future pipeline mixed-use expansions, with a focus on infusing the Nakheel brand with purpose, and inspiring the retail organisation. Prior to joining Nakheel, Vanessa represented Al-Futtaim Malls in the UAE, Mirvac Group and Westfield in Australia.

Vanessa is a strong advocate for the customer experience in the retail environment. Vanessa has also won marketing industry awards both for innovation and best-in-class retail, sales and emerging technology campaigns.

Vanessa Hinton received a BA Communications from the University of Technology Sydney and a MBA from London Business School. Vanessa is also a member of the Middle East Council of Shopping Centres and a member of The Marketing Society.

Shopping Centre Management

Learning Points

Shopping Centre Management is an overall operation and maintenance of the entire infrastructure, including the services and utilities, ensuring that they are used in a way that are consistent with the purpose for which it was built. This course will focus on the fundamentals of management encompassing operations, facilities management, accounts, maintenance, marketing, leasing and all the other functions related to a mall.

Course Modules

Expert Instructors

SHANNON QUILTY

Partner
Senteo

View Bio

×

SHANNON QUILTY

Shannon has spent her entire 20+ year career in the business of shopping centre management. Her extensive experience encompasses most asset types – from community centres to regional malls to boutique luxury project – in both developed and developing markets. Having grown up in the business, she brings a unique and instinctive insight in her approach to any project.

Throughout her career, Shannon has worked on both client and advisor side on projects as diverse as Jantzen Beach SuperCenter in Portland, Oregon; 2 Rodeo in Beverly Hills, California; Vremena Goda in Moscow, Russia and Istanbul Cevahir in Istanbul, Turkey. Additionally, she acted as Development Director for a major Russian fashion retailer, thus, gaining perspective from the merchant point of view.

A fervent believer in the power of positive customer experience to build loyalty, drive traffic and increase sales and value, Shannon has conceived and implemented programs incorporating strategic design, staff training and innovative marketing that enhance customer journey and the quality of customer communication. The result – an increase in dwell time, visits and, ultimately, revenue.

An active and long-time member of International Council of Shopping Centers (ICSC) and Middle East Council of Shopping and Retail (MECS+R), she is a founding member of the Russian Liaison Committee and can often be found teaching on a variety of subjects for MECS+R’s and ICSC’s Schools for Professional Development.

Shopping Centre Operations

Learning Points

• Planning
• Center Management
• Tenants
• Visitor Management
• Facility Management

Modules

Expert Instructors

MAGNUS ROXNER

COO
Safe Shopping Centers

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MAGNUS ROXNER

Magnus Roxner is a partner and Chief Operating Officer at SAFE Shopping Centers, a global risk advisory and certification body for retail, hospitality, and mixed-use assets.

Magnus has more than 15 years of senior management experience from the shopping center industry and has been developing, managing, and operating shopping centers and mixed-use portfolios in the Nordics, Russia, and the middle east. In the UAE he has served as head of retail and mixed-use assets at ASWAQ in Abu Dhabi and later at Dubai Properties.

As COO at SAFE Shopping Centers, Magnus is advising industry organizations, asset owners, and asset operators in Europe, the Middle East, and Africa on risk and resilience framework, operational risk strategies, and operational excellence.

F&B Retail

Learning Points

This module offers participants the finest learning experience on the next new normal for food and beverages operators including the strategies beyond the pandemic era. The following are the highlights of this session:

• Introduction – overview of the current situation for Landlords and Food Operators
• Food & Hospitality First Principles
• Transition to Thrive
• Focus on Success

Modules

Expert Instructors

FRANCIS LOUGHRAN

Founder & Managing Director
Future Food

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FRANCIS LOUGHRAN

Francis Loughran, specialising in Retail Food and Food Service Management, is the founding Director of Future Food and has been involved in the food service industry for 40 years. Francis has built a wealth of knowledge and experience in concept development, food service strategic planning, design, retailing, food service management, spatial planning and assessing, hospitality placemaking and restaurant consulting using a customer-centric focus.

His work has taken him around the world and includes a diverse list of projects, involved in the planning and development of shopping centres, waterfront developments, restaurants, cafes, food courts and fresh food markets along with food service solutions for restaurant precincts, stadia, airports, clubs, mixed-use developments, leisure and entertainment precincts and corporate office towers.

Francis holds a Bachelor of Arts (Catering Administration – Ulster), Master of Science (Tourism Development – Strathclyde), professional trade qualification in food production & service from City and Guilds of London, and professional management qualification from the Hotel, Catering & International Management Association, London

Course Packages

Expert Instructors

Marketing

AMY JOHNSTONE

Founder & Managing Director
Verve Communication

View Bio

×

AMY JOHNSTONE

An international retail marketing professional with over 17 years’ experience, Amy Johnstone is the Founder & Managing Director of Verve Communications.

Verve is a UAE based communications firm that partners locally & globally with both agencies and businesses, delivering customised integrated communications programs across retail stores and online.

Amy has both international and local experience having held strategic marketing roles and delivering successful marketing campaigns on a number of iconic retail developments in key retail markets including, Sydney, New York, London & the UAE.

In 2012, Amy was appointed the position of Director, Corporate Communications & Marketing for Gulf Capital and Gulf Related, delivering the corporate communications and branding program for both companies. During this time, projects also included a number of strategic marketing plans for a diverse range of real estate projects including, the consumer launch of The Galleria Al Maryah Island, a luxurious retail and dining precinct, the development launch of Al Maryah Central, a 450 shopping & dining destination and Antara, a luxury residential project in the Kingdom of Saudi Arabia.

Previously, Amy held the position of Development Marketing Director for Westfield Shopping Malls, and throughout her 10 year tenure held strategic marketing roles in key global retail markets including Sydney, New York and London.

Leasing

DAVID MACADAM

CEO
MECS+R

View Bio

×

DAVID MACADAM

With a career spanning 38 years in the retail industry, David is a regular contributor to local and international newspapers including Gulf News and Khaleej Times and numerous Magazines with articles on topics associated with current retail industry trends, commercial real estate and residential property challenges and opportunities. He has appeared on CNN, BBC, Bloomberg, Dubai One, Dubai City 7 TV, Selfie TV and Dubai Zee television as a retail expert in the MENA region. In radio, on Dubai Eye 103.8, David is regularly on air as the retail industry expert, retail property market commentator and guest.

A Canadian, resident in the UAE for fifteen years. David has held leading roles in the region with major shopping centre development companies and advisory firms before taking over in 2013 as the CEO of the MECSC.

Food & Beverage

FRANCIS LOUGHRAN

Founder & Managing Director
Future Food

View Bio

×

FRANCIS LOUGHRAN

Francis Loughran, specialising in Retail Food and Food Service Management, is the founding Director of Future Food and has been involved in the food service industry for 40 years. Francis has built a wealth of knowledge and experience in concept development, food service strategic planning, design, retailing, food service management, spatial planning and assessing, hospitality placemaking and restaurant consulting using a customer-centric focus.

His work has taken him around the world and includes a diverse list of projects, involved in the planning and development of shopping centres, waterfront developments, restaurants, cafes, food courts and fresh food markets along with food service solutions for restaurant precincts, stadia, airports, clubs, mixed-use developments, leisure and entertainment precincts and corporate office towers.

Francis holds a Bachelor of Arts (Catering Administration – Ulster), Master of Science (Tourism Development – Strathclyde), professional trade qualification in food production & service from City and Guilds of London, and professional management qualification from the Hotel, Catering & International Management Association, London

Leasing

GREGORY VOGT

Former Leasing Director
Gulf Related

View Bio

×

GREGORY VOGT

Greg is an international retail leasing professional with over 32 years’ experience. Most recently, Greg was the director of the leasing program for Gulf Related’s 2 million square foot super-regional shopping centre The Galleria, Al Maryah Island developed in the financial district of Abu Dhabi.

Greg gained his shopping centre experience in Canada and honed it through 17 years’ international experience, which included launching market dominant retail properties in Poland, Greece, Egypt, the UAE, Syria and Lebanon. Greg directly contributed to the success of stand-out properties including Wola Park, Warsaw; CityStars and The Mall of Egypt, Cairo; The Dubai Mall, Dubai Marina Mall and Mirdif City Centre, Dubai and most recently Beirut City Centre, Beirut.

Greg holds a Bachelor of Arts in Economics from Canada’s Lakehead University and a Post Diploma in Human Resources Management from Greater Toronto’s Seneca College. He is an International Council of Shopping Centers’ Certified Leasing Specialist and Certified Shopping Center Manager and has a Real Estate Property Administrator Certificate from the Building Owners and Management Association.

Marketing

HABIB BEAINI

Managing Director
Ninth Space

View Bio

×

HABIB BEAINI

Managing Director of Ninth Space (a highly specialised brand and design consultancy) and a Fellow of the Chartered Institute of Marketing, Habib Beaini is a brand expert with over 25 years of experience helping organisations to grow their businesses internationally into successful, impactful and valuable brands.

Habib began his career in 1996 with Getty Images (a global leader in visual content) where he kick-started and grew the brand in the Middle East. In 2003 he moved over to agency-side where he was Managing Partner of what became the region’s most successful design consultancy to a team of over 90 professionals, commanding annual revenues of over 15$m with clients across the entire GCC and South East Asia. In 2007, the agency was acquired by WPP’s Fitch for a premium and in 2009, Habib moved independently to create his own practice.

His list of clients and experience transcends sectors and geographies to include strategic and holistic brand building work for the UAE government, Abu Dhabi and Dubai governments, Oman government, Mubadala, Jumeirah Hotels, Four Seasons Hotels, Marriott and Starwood Hotels, Rotana Hotels, Majid Al Futtaim, Emaar Properties, Aldar Properties, Khazanah Nasional (Malaysian Sovereign Fund), Berjaya Group, AirAsia, and star architect Shigeru Ban.

His work is a fusion of forensic methodologies with intuitive creative breakthroughs that have been honed and refined into a well-articulated and structured format. These principles are now being utilised as the core for Véa workshops and masterclasses. His belief that brands are fundamental to the betterment and evolution of everyday life is the underpinning of his purpose, which he wants to pass on as actionable knowledge to all his clients and participants.

Leasing

HUSSAIN K JAMAL

Head of Operations
Mall of Muscat

View Bio

×

HUSSAIN KAREEM JAMAL, CSM, CLS

Hussain is an ICSC Certified Shopping Centre Leasing Specialist and Shopping Centre Manager. He is a seasoned shopping centre industry professional who understands the fine nuances of the retail business coupled with the practical hands-on knowledge and experience in Retail Leasing, Shopping Centre Management and Operations.

He initiated his career within the Middle East Retail industry in the Year 2000 with Giordano Fashions LLC and after 11 years of mastering the skill of retail business, Hussain switched lanes to the work with Line Investments & Property LLC which is one the biggest shopping mall developer in the UAE and in the region, currently he heads Mall Operations in the Biggest and Most Exciting Shopping & Leisure Destination, in the Sultane of Oman, “Mall of Muscat” which not only houses many notable international brands but also home to the Only Public Aquarium in the Country “Oman Aquarium”

Hussain is also a keen learner who believes in constantly updating and upgrading his skills and knowledge and is also passionate about sharing the knowledge and experience he has acquired for the benefit of others. His practical no-nonsense approach to sharing knowledge is sure to hit the right chord with all students of the GVS and we hope that you will not only enjoy his modules but also learn some practical tips to help you enhance your knowledge and understanding of the Leasing Process and Mall Operations

Operations

MAGNUS ROXNER

COO
Safe Shopping Centers

View Bio

×

MAGNUS ROXNER

Magnus Roxner is a partner and Chief Operating Officer at SAFE ShoppingCenters, a global risk advisory and certification body for retail, hospitality, and mixed-use assets.

Magnus has more than 15 years of senior management experience from the shopping center industry and has been developing, managing, and operating shopping centers and mixed-use portfolios in the Nordics, Russia, and the middle east. In the UAE he has served as head of retail and mixed-use assets at ASWAQ in Abu Dhabi and later at Dubai Properties.

As COO at SAFE Shopping Centers, Magnus is advising industry organizations, asset owners, and asset operators in Europe, the Middle East, and Africa on risk and resilience framework, operational risk strategies, and operational excellence.

Customer Experience

MICHAEL RUCKMAN

President & CEO
Senteo

View Bio

×

MICHAEL RUCKMAN

For the past 25 years, Michael has worked as a consultant to banks, retailers, technology companies, telecoms, and even governments in more than 30 countries. He has delivered a variety of successful projects ranging from business strategy to the launch of fully transformed organizations.

Michael is most known for his extensive experience and successful project delivery in the area of customer experience, relationship management, and loyalty in banks. Digital and business model transformations have become a specialty for his career.

He is also known for large-scale projects driving organizational transformation from product-centric to customer-centric, and even relationship-centric business models with a methodology designed to create significant and sustainable results.

His work portfolio includes projects for brands such as Abbey National (Santander), Alfa-Bank, Atlantico (Millennium BCP), BNP-Paribas, CBRE, Citibank, Europolis, Georgian Ministry of Justice , Home Credit, IBM, ING, Ivanhoe Cambridge, Megafon, Telefonica, VTB, Wembley Stadium, and many others.

Michael is a regular keynote speaker and guest lecturer at Skolkovo Business School, UNLV, Financial University, BAI, EFMA, Lafferty, ICSC, MECS+R, as well as many other international conferences and corporate events. As well, Michael has authored dozens of educational courses in the areas of strategy, digital and business model transformation, leadership, customer experience, corporate culture development, gamification, customer relationship management (CRM), and others with over 30,000 participants since 2004.

Michael has a Bachelor of Science degree in Business Management and is fluent in Russian and Spanish in addition to his native English.

Leasing

SAMAR AKKOU

Leasing Manager
Nakheel Malls

View Bio

×

SAMAR AKKOU

A passionate and dynamic professional, Samar Akkou has heavily involved in the retail real estate industry for the past twelve years between Lebanon and the GCC. Being an active member of Super-regional and Regional Shopping Centre’s Leasing and Retail Brand Committees has given her immense insight into the industry and confidence to manage most challenging situations. She has successfully negotiated Lease Agreements with major international anchor brands in the Fashion, F&B, Supermarket, Department Stores, and Cinema Theatres categories. Moreover, she has successfully attracted and recruited international brands with a market debut within her portfolio of projects.

Samar is a CSM and CLS holder, being the first lady in the Middle East to achieve the “CSM” Designation. She is a dynamic member and active participant in MECSC+R/ICSC’s local and international committees. In her position as MECSC+R Regional Representative for Lebanon, she is spreading MECSC+R’s vision and mission at her local chapter. She is a constant contributor to several regional business publications and to MECSC+R’s “Retail People Magazine” with over 15 publications to date. Finally, as a trainer, she is continuously passing on her experience and expertise to uprising professionals within the industry.

Leasing

SANJAY MADHOK

GM – F&B Leasing
Tamdeen Group

View Bio

×

SANJAY MADHOK

Sanjay is a senior Retail Professional with 35+ years of enriching life experiences across North America, Europe and the Middle East. He leads and contributes to the growth and development of organizations by actively managing key functions and assignments with: (1) Strong Leadership, Passion and Values; (2) A ‘can do’ Attitude; (3) Strategic thinking and Team building.

Sanjay is an experienced Retailer (Merchant and Operator), Business Development Manager, Leasing Manager, Coach and Mentor with a unique leadership and management style that breaks through all aspects of cultural diversity and focuses on the Strengths and Opportunities.

Working with Tamdeen Group since 2007 in Kuwait mainly in Leasing function. He took a break in 2016 to do an independent work in Shopping Centres Advisory & Consulting Services, to sharpen the skills and explore new opportunities. He joined Tamdeen in 2019 to head the F&B Leasing function.

Management

SHANNON QUILTY

Partner
Senteo

View Bio

×

SHANNON QUILTY

Shannon has spent her entire 20+ year career in the business of shopping centre management. Her extensive experience encompasses most asset types – from community centres to regional malls to boutique luxury project – in both developed and developing markets. Having grown up in the business, she brings a unique and instinctive insight in her approach to any project.

Throughout her career, Shannon has worked on both client and advisor side on projects as diverse as Jantzen Beach SuperCenter in Portland, Oregon; 2 Rodeo in Beverly Hills, California; Vremena Goda in Moscow, Russia and Istanbul Cevahir in Istanbul, Turkey. Additionally, she acted as Development Director for a major Russian fashion retailer, thus, gaining perspective from the merchant point of view.

A fervent believer in the power of positive customer experience to build loyalty, drive traffic and increase sales and value, Shannon has conceived and implemented programs incorporating strategic design, staff training and innovative marketing that enhance customer journey and the quality of customer communication. The result – an increase in dwell time, visits and, ultimately, revenue.

An active and long-time member of International Council of Shopping Centers (ICSC) and Middle East Council of Shopping and Retail (MECS+R), she is a founding member of the Russian Liaison Committee and can often be found teaching on a variety of subjects for MECS+R’s and ICSC’s Schools for Professional Development.

Marketing

VANESSA HINTON

GM – Marketing
Nakheel Malls

View Bio

×

VANESSA HINTON

Vanessa is a retail marketer with a career that spans 19 years in delivering strategy, brand development and retail asset management across MENA, the UK and Australia.

Currently, as General Manager of Marketing for Nakheel Malls, one of the UAE’s largest mall groups, Vanessa is responsible for the 15-strong mall portfolio marketing strategy including future pipeline mixed-use expansions, with a focus on infusing the Nakheel brand with purpose, and inspiring the retail organisation. Prior to joining Nakheel, Vanessa represented Al-Futtaim Malls in the UAE, Mirvac Group and Westfield in Australia.

Vanessa is a strong advocate for the customer experience in the retail environment. Vanessa has also won marketing industry awards both for innovation and best-in-class retail, sales and emerging technology campaigns.

Vanessa Hinton received a BA Communications from the University of Technology Sydney and a MBA from London Business School. Vanessa is also a member of the Middle East Council of Shopping Centres and a member of The Marketing Society.

MECS+R Custom Education Program

Capabilities

Business Plan Advisory (Four Full Days) - Al Raidah Investment Company, Saudi Arabia

To support Al Raidah Investment Company in achieving its goals by providing a 'Business Plan Advisory Consultiing' services to the team. The prim objective is to educate the students with basic to moderately advanced custom created retail education programs with English and Arabic instructors both in the classroom. The program covers all elements of creating, designing, developing, staffing, managing and operating a retail environment. Course emphasis begins with the basics in the retail industry progressing through to creation and execution of the business plan, to the opening and running the shopping center.

One-on-One Intensive Leasing Mentorship Program for Shilpi Sengupta - Majid Al Futtaim Properties, Dubai, UAE

This intensive training session is an in-depth look at the retail environment, which includes a discussion of the importance of leasing to a shopping centres fiscal soundness & a detailed examination of the multiple components of the lease documents, tenant mix & analyses how to devise leasing strategies to select and pursue tenants that maximize the centres total productivity. The mentorship evolved on the negotiation strategies, isolating redevelopment opportunities and structuring a deal and negotiating a lease that is a winning proposition for both the landlord and retailer. The main objective of the sessions are to be able to: 

• Understand the role and contribution of leasing to asset value
• Understand the multi-dimensional aspects of leasing negotiations
• Understand the reality of leasing success - knowing the ultimate customer, the consumer
• Understand the concept of life cycle as it applies to shopping centre leasing

Mentorship, Planning and Goal Setting Program for Nakheel Properties UAE

This is an initial mentorship relative to planning to goal setting with the renewal of the past year for the students’ 2016 goals, objectives, deliverables and results. Below are the deliverables by MECSC Team:

• Provide a baseline of information about each discipline Marketing, Leasing, Property Management, Customer Service to all seven (7) students.
• Establish personal and professional goals for each of the students and all goals are linked to each of the disciplines: Marketing, Leasing, Property Management, Customer Service and Mentorship.
• All corporate goals will be tied to the broader mandate for Nakheel.
• Provide input and advisory to the students with non-Nakheel related examples. Advise and input based on history and experience of the instructors.
• Establish and launch a formal mentorship program for each of the students.

GLA Management One Day Education Program Kuwait

The objective of the 1-day training is to provide an overall idea on the Marketing Plan, Advance Leasing Strategies, Asset Management covering the following:

• The Shopping Centre Asset and Managing the asset – an overview, how it adds value and what roles various departments such as marketing, leasing, operation have to play.
• The Merchandising Mix – the engine of business, leasing, leasing strategies and plans.
• The Shopper Experience and its Importance. The role of marketing, customer service and specialty leasing play. How strategies and plans are developed.
• Operation – The show starts every morning and the critical role operations play in making sure that the plan is executed flawlessly; operations, maintenance, security etc.
• The future of our business and the challenges we can expect to face and the expectations from Shopping Centre Professionals.

Italian Study Tour

Route

ICSC Certifications

From the first ideas exchanged between our founders almost 60 years ago to the innovative courses offered through the University of Shopping Centres, learning has defined ICSC. The vigorous exchange of ideas and expertise that permeate our work has created a culture of learning that advances careers, and the industry for the benefit of all.

Expanding the educational offerings locally, regionally, nationally and globally is an ongoing priority for the association. ICSC delivers more targeted educational programs for our retail real estate members across a full range of specialties. Learn and grow more.

Why should I get Certified?

ICSC Professional Certifications provide global recognition to retail real estate professionals. Validate your industry knowledge and experience through proven commitment to continuous learning and career development.

Certified Shopping Center Manager (CSM)

CSC established the CSM (Certified Shopping Center Manager) credential in 1964 to advance high professional standards in shopping center management worldwide. Candidates for the CSM designation should demonstrate at least four years of qualified work experience obtained within the last 6 years, which includes center maintenance, leasing negotiations or administration, retailing, merchandising, marketing or promotion, community relations, financing, purchasing insurance, security and law. CSM certification is achieved through mastery of a body of knowledge, completion of the eligibility requirements, passage of a rigorous 100-question examination, and commitment to a code of professional ethics. Through the ICSC, an elite group of shopping center and retail real estate managers enjoys unparalleled opportunities for industry-wide recognition, involvement and credibility.

Exam Outline

Certified Marketing Director (CMD)

CSC established the CMD (Certified Marketing Director) credential in 1971 to advance high professional standards in shopping center marketing worldwide. Candidates for the CMD designation demonstrate at least four years of qualified work experience within the last six years, which includes center marketing, research, marketing plan implementation, public and community relations, advertising, and media buying. CMD certification is achieved through mastery of a body of knowledge, completion of the eligibility requirements, passage of a rigorous half-day written examination, and commitment to a code of professional ethics. Through the ICSC, an elite group of shopping center marketing professionals enjoys unparalleled opportunities for industry involvement and industry-wide recognition.

Successful CMD candidates are actively engaged in shopping center and retail real estate marketing, research, public and community relations, advertising, traditional media and digital media functions. Marketing directors with a broad knowledge of marketing principles who have the ability to apply those principles to effectively market all types of shopping centers and retailers are encouraged to apply. Retail real estate professionals who oversee the marketing functions for a single shopping center or tenant as well as corporate or regional professionals who oversee the marketing function of one or more shopping centers or tenants are also encouraged to apply.

Exam Outline

Certified Leasing Specialist (CLS)

ICSC established the (Certified Leasing Specialist) credential in 1994 to advance professional standards in shopping center leasing worldwide. Candidates for the CLS designation demonstrate at least four years of qualified work experience within the last six years which includes long-term or short-term leasing and must be or have been active in a position with substantial responsibility for leasing shopping centers/retail real estate as an employee representative or agent of an owner and/or tenant. CLS certification is achieved through mastery of a body of knowledge, completion of the eligibility requirements, passage of a rigorous half-day written examination, and commitment to a code of professional ethics. Through the ICSC, an elite group of shopping center leasing professionals enjoys unparalleled opportunities for industry involvement and industry-wide recognition.

Successful CLS candidates are actively engaged in tenant management, trade area analysis, lease negotiation, specialty leasing, financing and retailing. Leasing specialists with a broad knowledge of revenue generation principles who have the ability to apply those principles to effectively lease all types of shopping centers are encouraged to apply. Retail real estate professionals who oversee the leasing functions for a single shopping center or tenant as well as corporate or regional professionals who oversee the leasing function of one or more shopping centers or tenants are also encouraged to apply.

Exam Outline

Certified Development, Design and Construction Professional (CDP)

ICSC established the CDP (Certified Development, Design and Construction Professional) credential in 2007 to advance high professional standards in shopping center development, design and construction worldwide. Candidates for the CDP designation demonstrate at least five years of qualified work experience within the last six years, including shopping center and retail real estate development, design and/or construction of shopping centers as an owner representative. Development managers, project managers, tenant coordinators, architects, engineers, general contractors, construction managers, facilities managers, retail store planners and retail construction managers are encouraged to apply. CDP certification is achieved through mastery of a body of knowledge, completion of the eligibility requirements, passage of a rigorous half-day written examination, and commitment to a code of professional ethics. Through the ICSC, an elite group of shopping center development, design and construction professionals enjoys unparalleled opportunities for industry-wide recognition, involvement and credibility.

Exam Outline

Certified Retail Property Executive (CRX)

The evolving nature of the industry including game-changers like plateauing of new development, capital flows, globalization of retail, socio-economic shifts and more have fundamentally changed what it means to be a successful industry executive. ICSC introduced the Certified Retail Property Executive (CRX) credential in response to this critical paradigm shift. The CRX defines the responsibility and capabilities of a professional engaging in retail property executive leadership positions including expertise in asset management, development, redevelopment, finance, accounting, leasing, revenue generation, retailing, marketing, communications, legal, compliance, property and facilities. In addition, it lays the groundwork to meet the growing business demands related to the retail real estate industry and emphasizes the importance of leadership skills and best practices.

Eligible CRX candidates have a minimum of 8 years of qualifying industry experience obtained within the last 15 years, are dedicated to advancing professionalism and support the highest industry standards worldwide. We encourage qualified managers, directors, vice presidents, officers and allied professionals to apply.

Exam Outline

Specialty Leasing Designation (SLD)

About

CSC acquired the Specialty Leasing Designation (SLD) credential in 2014, having been initially developed by Pinnacle Publish Group in 2011, to serve retail property specialty leasing professionals at the center levels who have mastered through foundational training basic skills and global best practices in their specialty

Qualifications

Candidates for the SLD designation either complete a mandatory 15-module course of study or demonstrate at least eight years of qualifying work experience in center specialty leasing. SLD designation is then achieved through completion of eligibility requirements and passage of a computer-based examination, developed according to strict psychometric standards.

Body of Knowledge

Successful SLD candidates must master a body of knowledge that represents the full scope of the practice as taught in the SLD curriculum. The composition of the one-of-a-kind education SLD curriculum is guided by extensive industry research into the knowledge, skills and experience needed for a specialty leasing professional to succeed in their role and contribute to the center’s bottom line. The SLD Advisory Committee (a sub-committee of the CLS Admissions & Governing Committee) reviewed and approved the content resulting in the identification of eight essential competency areas (organized into 15 modules for online classroom delivery).

To enroll in the online courses, contact us at certification@icsc.org.

Entry level candidates who choose to complete the Specialty Leasing curriculum, must forward their certificate of completion to certification@icsc.org at which time they will be provided a code to complete the online exam application for a reduced fee of $95.

Seasoned industry professionals who can demonstrate at least 8 years of specialty leasing experience obtained within the last 10 years, and do not intend to complete the courses, may complete an online application for review by clicking the Application Center button at the top of this page.

Limited SLD courses are available during RECon.

SLD Policies, Fees and Procedures

SLD Program Course Completion and Exam Dates

SLD courses and exams are administered on a rolling basis. The courses must be completed within six (6) months of registration. Courses may be completed online or in person (when available). Exams are only administered online. Testing eligibility is valid for one month after course completion. Applicants may test at their convenience once eligibility has been approved. Upon approval, candidates receive instructions and information to access the exam. Although candidates receive pass/ fail information upon exam completion, designations are officially processed three times a year (April, July, and November).

Application Fees

The initial application fee is composed of two parts: The processing fee for a candidate application is $95 for ICSC members ($195 for non-members). The SLD program fees are non-refundable or transferable. Both the application and exam registration fee must be submitted with the application. Applicants who purchase the education bundle receive a significant discount on the exam fee. Submissions without payment cannot be processed.

Switch Exam Windows

If necessary, a candidate’s Exam Window may be changed to another eligible window when requested no less than 15 days before the original examination window.

15+ days before window: $50 change fee will apply

0-14 days before window: Changes cannot be processed

Cancellations

Once any portion of the courses has been accessed, no refunds will be allowed. The SLD program fees are non-refundable or transferable.

Testing Regulations

Failure to follow testing regulations can prevent you from testing and will forfeit your appointment and exam fee.

1. The name on your ID must match your name on file with ICSC under which you applied for your designation.
2. You are prohibited from communicating, publishing, reproducing, or transmitting any part of your test, in any form or by any means, verbal or written, for any purpose.
3. You must not talk to other candidates or refer to their testing materials, or written notes during your testing session.
4. You must not use written notes, published materials, or other testing aids.
5. You are allowed to use soft ear plugs during your session.
6. With the exception of an approved calculator, you must not use any unauthorized items during your testing session. Such items include but are not limited to: notebooks, pagers, watches, cellular telephones, recording devices, and photographic equipment.
7. You may use scratch paper during your session, however, such materials must be destroyed at the end of your test.
8. There are no breaks allowed during your exam.
9. You must conduct yourself in an ethical manner at all times during your exam to protect the integrity of the test.

Scoring

In most cases, candidates will receive immediate results upon submitting their test online. In any case, ICSC will not report the number of questions answered correctly or the overall percentage of questions answered correctly. Successful candidates do not receive their score, but are simply notified that they have passed the exam. Unsuccessful candidates are provided with a diagnostic score report that includes their score and a performance indicator for each content area of the examination. The score report is designed to help unsuccessful candidates understand their performance and target areas for further study before they retest.

ICSC does not provide raw scores or publish a passing raw score (or required percentage of question) for its exams. ICSC maintains a pool of questions that can be used to generate many different forms of the examinations. For security reasons, the examination forms are updated on a regular basis. If multiple forms are in use concurrently, candidates are randomly assigned to a form. Forms are carefully constructed by Prometric in order to minimize variations in difficulty from one form to another. ICSC works with Prometric to use statistical data to evaluate the difficulty of each form and takes slight variations in difficulty based on the particular combination of questions selected into account when the passing score for each form is set. Because questions differ from form to form, and difficulty level may vary slightly, the raw score needed to pass will also vary slightly from form to form. The raw passing score for each form is established by the Admissions & Governing Committee using a Prometric criterion-referenced cut-score study or by Prometric through equating.

Exam Preparation

ICSC offers a variety of study aids to candidates looking for a personal study plan based on their own level of experience and areas of expertise. The choice for how best to prepare for the exam is up to you. Our Certification examinations are designed solely as an assessment and are not structured or intended as part of the educational processes necessary to master the body of knowledge being tested.

Content Outline (click for more details)

Looking for help structuring your personal study plan? Exam specification blueprints provide you with a guiding framework which lists each subject matter domain and the corresponding knowledge areas you will be tested on.

School for Professional Development (click for more details)

Looking for help structuring your personal study plan? Exam specification blueprints provide you with a guiding framework which lists each subject matter domain and the corresponding knowledge areas you will be tested on.

Knowledge Assessments & Practical Tests (click for more details)

Looking for help structuring your personal study plan? Exam specification blueprints provide you with a guiding framework which lists each subject matter domain and the corresponding knowledge areas you will be tested on.

Certification Review Courses (click for more details)

ICSC has developed concentrated exam prep courses which review certain domains within each exam's respective specifications. Course recordings are available for purchase by contacting certification@icsc.org.

Shopping Centre Study Series (click for more details)

ICSC has developed concentrated exam prep courses which review certain domains within each exam's respective specifications. Course recordings are available for purchase by contacting certification@icsc.org.

Online Learning Program (click for more details)

Convenient, anytime access to professional development; mobile-friendly, self-directed courses and monthly webinars (free to members!) that highlight important trends and concepts.

Publications and Textbooks (click for more details)

While there is no single publication specifically tailored to our certification exams, there are several options across knowledge domains available to help augment your study.

Fees and Deadline

ICSC accepts online applications on a rolling basis, year round. In addition to basic demographic information, applicants must provide employment history for the past six years, position descriptions, supervisor contacts and the names of at least two industry references. ICSC certifications are accessible to all qualified professionals in the retail real estate industry regardless of ICSC membership status. However, ICSC member benefits include a significant discount off the standard fee.

Confidentiality

ICSC maintains policies and procedures with regards to day-to-day business practices to ensure that confidential information received by and entrusted to ICSC for the purposes of certification is not disclosed inappropriately. In order to protect the confidentiality of candidates, written authorization is required before information regarding an individual's status is released or discussed with a third party.

Exam Dates

All exams are administered by appointment during approved testing windows. Applicants must select an exam window at the time of application. Upon approval, candidates receive instructions to schedule an appointment on a date and time that fits their schedule. Appointments are available on a first-come, first served basis so apply early.

Reschedule an Appointment

Within the same window, you may reschedule the date of your exam appointment. In addition to notifying ICSC (certification@icsc.org), candidates must contact Prometric directly (www.prometric.com/icsc). The following rescheduling policy and fees will apply:

Switch Exam Windows

If necessary, a candidate’s Exam Window may be changed to another eligible window when requested no less than 15 days before the original examination window.

Cancellations

Cancelling an appointment with Prometric will not cancel your exam with ICSC. Cancellation requests must be submitted in writing to ICSC (certification@icsc.org) no less than 30 days prior to registered test window. Upon approval, a refund of the exam registration fee, less $50 administrative fee, will be processed.

Policies and Procedures

ICSC retains the services of industry leader Prometric to develop and deliver our certification exams. Prometric follows the industry standards for educational and psychological testing, which includes test quality and fairness. Through Prometric, all of our activities are performed in accordance with the Standards for Educational and Psychological Testing jointly published by the American Psychological Association, the American Educational Research Association, and the National Council on Measurement in Education. ICSC follows these standards and best practices to ensure our exams are valid, reliable and fair.

Application Fees

The initial application fee is composed of two parts: The processing fee for a candidate application is $95 for ICSC members ($195 for non-members) which is non-refundable. In addition, the fee for each exam registration/appointment is $395 for ICSC members ($795 for non-members.) The exam fee is fully refundable if candidate is found to be ineligible. Both the application and exam registration fee must be submitted with the application. Submissions without payment cannot be processed.

Reschedule an Appointment

Within the same window, you may reschedule the date of your exam appointment. In addition to notifying ICSC (certification@icsc.org), candidates must contact Prometric directly (www.prometric.com/icsc). The following rescheduling policy and fees will apply:

Switch Exam Windows

If necessary, a candidate’s Exam Window may be changed to another eligible window when requested no less than 15 days before the original examination window.

Cancellations

Cancelling an appointment with Prometric will not cancel your exam with ICSC. Cancellation requests must be submitted in writing to ICSC (certification@icsc.org) no less than 30 days prior to registered test window. Upon approval, a refund of the exam registration fee, less $50 administrative fee, will be processed.

Testing Center Regulations

Failure to follow center regulations can prevent you from testing and will forfeit your appointment and exam fee.

1. Plan to arrive 30 minutes before your scheduled appointment time. You may have to forfeit your appointment if you arrive more than 15 minutes late.
2. You will be continuously monitored by video, physical walk-throughs and the observation window during your test. All testing sessions are video and audio recorded.
3. You must present valid (unexpired) and acceptable ID(s) in order to take your test. Acceptable IDs are original, non-expired (valid), photo-bearing, signature-bearing, and government-issued. If the primary ID presented does not have or require a signature, the authorized testing center will request a second ID that does contain a signature. The signature ID must also have the examinees name pre-printed
4. The name on your ID must match your name on file with ICSC under which you applied for certification and scheduled your exam appointment.
5. You are required to sign out on the test center roster each time you leave the test room. You must also sign back in and show your ID to the Test Center Administrator (TCA) in order to be re-admitted to the test room.
6. You are prohibited from communicating, publishing, reproducing, or transmitting any part of your test, in any form or by any means, verbal or written, for any purpose.
7. You must not talk to other candidates or refer to their screens, testing materials, or written notes in the test room.
8. You must not use written notes, published materials, or other testing aids.
9. You are allowed to bring soft ear plugs or center-supplied tissues in the test room.
10. Any clothing or jewelry items allowed to be worn in the test room must remain on your person at all times. Removed clothing or jewelry items must be stored in your locker.
11. With the exception of an approved calculator, you must not bring any personal/unauthorized items into the testing room. Such items include but are not limited to: outerwear, hats, food, drinks, purses, briefcases, notebooks, pagers, watches, cellular telephones, recording devices, and photographic equipment. Lockers will be provided for personal belongings.
12. Weapons are not allowed at any Prometric Testing Center. You will be asked to empty and turn your pockets inside out prior to every entry into the test room to confirm that you have no prohibited items. You will be scanned with a metal detector wand prior to every entry into the test room. If you refuse, you cannot test.
13. Scratch paper will be provided upon request at the testing center. You must return all materials issued to you by the TCA at the end of your test.
14. You will receive one 15 minute break during your exam. The TCA can inform you what is specifically permitted during these breaks.
15. You must conduct yourself in a civil manner at all times when on the premises of the testing center. Exhibiting abusive behavior towards the TCA, or any other staff member of the test center, may result in criminal prosecution.
16. To protect the privacy of all testers, the TCA can neither confirm nor deny if any particular individual is present or scheduled at the test center.
17. Persons not scheduled to take a test are not permitted to wait in the test center.

Scoring

In most cases, candidates will receive immediate results at the testing center but this is not guaranteed. In any case, ICSC will not report the number of questions answered correctly or the overall percentage of questions answered correctly. Successful candidates do not receive their score, but are simply notified that they have passed the exam. Unsuccessful candidates are provided with a diagnostic score reports that include their score and a performance indicator for each content area of the examination. The score report is designed to help unsuccessful candidates understand their performance and target areas for further study before they retest.

Only scaled scores will be reported to candidates. ICSC does not provide raw scores or publish a passing raw score (or required percentage of question) for its exams. ICSC maintains a pool of questions that can be used to generate many different forms of the examinations. For security reason, the examination forms are updated on a regular basis. If multiple forms are in use concurrently, candidates are randomly assigned to a form. Forms are carefully constructed by Prometric in order to minimize variations in difficulty from one form to another. ICSC works with Prometric to use statistical data to evaluate the difficulty of each form and takes slight variations in difficulty based on the particular combination of questions selected into account when the passing score for each form is set. Because questions differ from form to form, and difficulty level may vary slightly, the raw score needed to pass will also vary slightly from form to form. The raw passing score for each form is established by the Admissions & Governing Committee using a Prometric criterion-referenced cut-score study or by Prometric through equating.

Exam Locations

The number of secure test sites has increased to more than 400 globally, increasing convenience and reducing travel time and costs. Candidates will take their exam in a professional, environmentally controlled site managed by our industry-leading exam delivery provider, Prometric. Test centers have a limited number of seats available each day so space can become limited at a given center. ICSC cannot guarantee availability. Therefore, we recommend that you apply and contact Prometric immediately upon approval to schedule your appointment in order to maximize your chances of testing at the location and time of your first choice.

Authorized Prometric Testing Centers (subject to change) can be found in the following markets:

Middle East (click for other countries)

Special Accommodations for Testing

ICSC works in partnership with Prometric to ensure that test takers with unique needs have full and equal access to all programs and services. If you have a documented disability that would prevent you from taking the exam under standard conditions, you may request a reasonable accommodation. All test sites are accessible to candidates with disabilities. Applicants requesting accommodation on the basis of a learning disability must also submit a diagnosis of the disability corroborated by psychological testing.

• 30-days advance notice required
• Submit requests in writing to certification@icsc.org
• Accommodation requests are considered on a case by case basis
• Documentation may be required

Continuing Professional Development