Pulse Spa Magazine January February 2016 by Bel SPA

JANUARY/FEBRUARY 2016

P U L S E . E X P E R I E N C E I S PA . C O M

PAST PRESENT AND FUTURE THE SPA INDUSTRY AT THE CROSSROADS

FROM YOUR

CHAIRMAN

2016 ISPA BOARD OF DIRECTORS ELECTED OFFICERS CHAIRMAN Michael Tompkins PALM Health

It’s a small world, after all.

VICE CHAIRMAN Todd Shaw La Quinta Resort & Club SECRETARY/TREASURER Laura Parsons ESPA International (US) Ltd.

During an official trip with ISPA President Lynne McNees to represent ISPA at the PROMED Conference

IMMEDIATE PAST CHAIRMAN Ella Stimpson The Spa at Sea Island

in Costa Rica, I can’t help but be reminded of this ageold truth.

DIRECTORS Sharilyn Abbajay ISPA Foundation Vice Chairman

Connecting with other leaders in the global health and wellness industry and hearing some of the

Noel Asmar Noel Asmar Group, Inc.

challenges they face as they continue to strive to move

Blake Feeney Feeney & Co.

the needle and push the industry forward, I realize the vast opportunities for ISPA to support and grow our

Michael Harmsworth ESPA International (US) Ltd.

international partners. Today, more than ever, we need to break down cultural barriers that divide us and open our community to collaborative partners from different parts of the world in order to embrace diversity of ideas that could spark new resources and ways of thinking for the spa industry. One great benefit I see is access to spa products and solutions by international resource partners that have yet to bring their products to the U.S. market due to a lack of distribution channel. By opening our doors to international partners, we mutually ensure the sustainable

Todd Hewitt Four Seasons Toronto Kristine Huffman Huffman Hospitality Concepts Garrett Mersberger Kohler Co. Julie Oliff St. Regis Aspen Resort Frank Pitsikalis ISPA Foundation Chairman

growth of a global spa industry. The sharing of knowledge is another big reason to think global. While at Costa Rica for the event, I learned a thing or two about Costa Rican culture from the warm hospitality of the spa employees themselves, understood how thermal water is a big part of the Costa Rican spa experience and discovered that there is an actual “cloud forest” much like a rainforest. Fascinating, indeed! If we are to truly embrace the New Year as an opportunity to start new beginnings, let us start with this. Let us build a spa community not restricted by borders—whether that’s geographic, cultural or one that exists only in our heads. We may live in a small world, but

Eric Stephenson Well World Group Dawn Tardif BodiScience Wellness Center & Spa Todd Walter Red Door Spas Lynne McNees International SPA Association MEDICAL ADVISOR Brent A. Bauer, MD Mayo Clinic

we are all bound to leave a big footprint if we choose to make a difference. CHAIRMEN’S COUNCIL Past ISPA Chairmen who are current members:

—MICHAEL TOMPKINS, CHAIRMAN

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Gayle Brady • Brady Spa Consulting Jeff Kohl • Spa & Club Ideations Jean Kolb • Well By Choice John Korpi • Korpi & Korpi Kate Mearns • 5 Spa Consulting LLC Jim Root • Glen Ivy Hot Springs Jane Segerberg • Segerberg Spa Consulting, LLC Deborah Waldvogel • Sedona Resorts

THE MAGAZINE FOR THE SPA PROFESSIONAL

EXECUTIVE Lynne McNees • ISPA President EDITORIAL Mae Mañacap-Johnson • Editor DESIGN Marja Walker ADVERTISING AND SALES Tara Finn ADVERTISING COORDINATOR Ashley Roberts PRODUCTION MANAGER Chris Guzicki

Pulse is the official publication of the International SPA Association, a member organization for the spa and wellness industry. Copyright 2016. All rights reserved. No part of this publication may be reproduced without written consent of ISPA. All inquiries should be sent to Pulse, 2365 Harrodsburg Road, Suite A325, Lexington, KY. 40504 USA. Canadian publication agreement No. 40042114. PULSE ACCEPTS LETTERS TO THE EDITOR. Please include your name, title, company,

EDITORIAL OFFICES International SPA Association 2365 Harrodsburg Road, Suite A325 Lexington, Kentucky 40504, USA Phone: 1.859.425.5062 1.888.651.ISPA (4772) • Fax: 1.859.226.4445 experienceispa.com

address, phone and email address. Only your name, title, company and location will be published in the magazine. The editor reserves the right to edit for clarity and content. By submitting the letter, you are giving ISPA publishing rights. Pulse (USPS 017-893, ISSN 15259226) is published 10 times a year – January/February, March/April, May, June, July, August, September, October, November and December by Associations International, 2365 Harrodsburg Road, Suite A325, Lexington, Ky., 40504. Periodicals postage paid at Lexington, Kentucky, and additional mailing offices. POSTMASTER: Send address changes to Pulse, Attn: Member Services, 2365 Harrodsburg Rd., Suite. A325, Lexington, Kentucky, 40504, USA.

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is the magazine for the spa professional. As the official publication of the International SPA Association, its mission is to serve as the preeminent resource of expert insights, trends, tools and research to help spa professionals create innovative solutions and make informed business decisions.

hen I think of welcoming the New Year, I think of the many “what ifs”—not to dwell on regrets but to remind me to take chances. What if you say yes to a new opportunity? What if you

commit to losing weight and changing your diet? What if you start your own business? What if you leave a broken relationship? What if you let go of grudges? What if you live life with a sense of adventure? What if we fail to anticipate new consumer attitudes about health and fitness (read “Ask the Expert” on page 54)? What if we are unable to meet new

MARION PHOTOGRAPHY STUDIO

In the spa world, the New Year may bring to light the usual uncertainties.

consumer demands, such as cryotherapy, for fear of potential risks (read “Conversations” on page 24)? What if the competition edges us out by getting ahead with technology (read “On the Edge of Wellness Technology: Changing the World of Health and Fitness” on page 34)? What if we fail to identify potential leaders within our team and, in the process, lose them to competitors who are better at finding and nurturing future leaders (read “Next Generation: How to Spot Future Leaders” on page 42)? To be certain of the future, learn the lessons of the past as well as understand present indicators that could provide insights on how the future may evolve. Ask the all-too-important “what if” questions to give you the courage to envision the future. In the end, you only regret the chances you didn’t take. Be bold; take chances for tomorrow is never promised.

—MAE MAÑACAP-JOHNSON, EDITOR @ISPAPULSEEDITOR

#PulseEmoji Challenge DOMINO’S GAVE US AN IDEA. Borrowing their creative concept of using pizza emojis to place orders (read “Pulse Points” on page 14), we’re throwing our own #PulseEmoji Challenge. Using fun emojis, let us know on social media how you plan to kick-off your New Year for some fun conversations and a chance to win inspirational resources by New Harbinger Publications. As for Pulse, we plan to ring in 2016 with a bang! That’s right, we go big because we’re cool like that!

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“In the end, you only regret the chances you didn’t take. Be bold; take chances for tomorrow is never promised.”

JANUARY/ FEBRUARY VO LU M E 2 6 ISSUE 1

2016

27 Welcome to the ISPA Board of Directors

HOW TO SPOT FUTURE LEADERS

Past and Present

30 34

Into the Future

A Look Back at Forecasts and Trends B Y M A E M A Ñ AC A P - J O H N S O N

BY ANDREW DEWSON

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B Y M A E M A Ñ AC A P - J O H N S O N

On the Edge of Wellness Technology Changing the World of Health and Fitness B Y M A E M A Ñ AC A P - J O H N S O N

Creating a Gossip-Free Zone Handling Office Politics and Workplace Drama B Y A N D R E W D E WS O N

pulse.experienceispa.com 56 24

54 63

IN EVERY ISSUE 2 6 14 18

From Your Chairman Pulse Preview

32 53

Pulse Points Member Profile: YeloSpa San Juan Attracting Spa Guests Through Unique ‘Sensorial Experiences’

Member News BY TARA SALAH ELDIN & SARAH HARMON

Conversations: Dr. Lauren Munsch Dal Farra • Co-CEO of Palm Health, LLC

A Day in the Life: Pam Lancaster Master Healer, Awakening the Divine Self Miraval Resort & Spa, Tucson, Arizona BY CHRISTINA BUSWELL

Ask the Expert: Nadejda Popova Euromonitor International Senior Analyst - Travel

Success Stories: Eric Ghedin CEO, Silhouet-Tone

ISPA Foundation

BY MAE MAÑACAP JOHNSON

SEE + BE SEEN

58 59 60 63

Product Spotlight

End Notes

ISPA Snapshot Survey ISPA News and ISPA Calendar Social Connections: Kate and Shawn Boyer CEO and Creative Director of Anatomie

BY MAE MAÑACAP-JOHNSON

ABOUT THE COVER

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To welcome 2016, Pulse takes a look at the spa industry’s “Past, Present and Future.” How far has the industry come? What is the spa industry’s health at present? Where is the industry headed? COVER PHOTO © SHUTTERSTOCK

PULSE POINTS

Top Consumer Trends for 2016 Research firm trendwatching.com identifies five top consumer trends that may affect how brands will market their products and services as well as potentially shift consumers’ perspective on value and drive their purchasing decisions.

1. Status Tests In 2016, status remains the top motivator that drives the purchasing decisions of consumers, especially those in affluent markets. However, there’s a twist to this trend, and it’s called “exclusivity.” According to trendwatching.com, consumers will be open to undergo a “status test” which forces them to actively prove their worth to the brands they want to buy from if that means they become part of an exclusive community. WHO’S DOING IT: Denim brand Lee Jeans launched a campaign in October 2015 across 32 cities in China to promote its range of heat-retaining denim. Consumers were encouraged to brave the cold weather and explore their cities while tracking their movements using the Warmth Tracker WeChat app. Consumers earn points by scanning QR codes scattered across locations. In exchange for points, they could earn denim products and access to exclusive events.

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4. Beneficial Intelligence This year, there will be more clamor for brands to utilize artificial intelligence (AI) to put smart products and services into their pockets, homes, inboxes and more. The underlying motivation for this trend is to employ the use of smart technology in order to make human lives better.

2. Contextual Omnipresence Say goodbye to omnichannel. Instead, say hello to omnipresence. Contextual omnipresence means smart brands will soon understand that it’s not about pursuing the latest social platform, but on the understanding of the “why” rather than the “how” in their strategies. According to trendwatching.com, “smart brands will focus on answering a more meaningful equation: innovative channels + nuanced contexts = right place + right time.”

WHO’S DOING IT: Google is working on a machinelearning program called Smart Reply, which automatically crafts email responses. How? It scans email content and suggests three responses so users can simply select their preferred option and press send. Over time, the program learns the user’s response habits to create a more natural email response option.

5. Perspective Shifts Crowdfunding and new business models are helping to create a shift in consumer perspective in terms of how they view products and services. Consumers are more likely to be open than ever to innovations that play with and attempt to disrupt their thinking around value.

WHO’S DOING IT: Domino’s recently launched its Pizza AnyWare initiative. The pizza chain offers consumers multiple ways to place their orders, from using voice commands such as Siri-like app called Dom, to tweeting or texting their orders using a pizza emoji using their smartphones. To allow consumers to track pizza’s arrival time, the company launched the Domino’s smartwatch app.

3. Insider Trading Creating a good and ethical work culture may not be something new in the world of business, but consumers will continue to demand that companies must treat their employees fairly and right. There may be two good reasons for this. First, consumers are concerned about purchasing goods produced in vulnerable workers in developing countries. Second, they have learned to empathize with white-collar workers due to the growing job insecurity in affluent countries. WHO’S DOING IT: GrabTaxi, a taxi booking app that operates across South East Asia, launched a worker welfare fund for its drivers in Thailand. The GrabLife driver welfare program sets aside 14 percent of the journey fee it receives into the GrabLife fund. Drivers who meet the quality and loyalty criteria are then eligible for life insurance, income protection and crisis support.

WHO’S DOING IT: French budget airline Transavia offered a fun way for consumers to associate the cost of a Transavia plane ticket to small grocery store purchases. The airline created branded packets of chips, candy and cereal bars sold at participating shops, vending machines in metro stations and at a cinema in Paris. Customers who bought the products could use a code printed on the packet to secure a flight to Barcelona, Lisbon and Dublin.

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MEMBER PROFILE

YELOSPA SAN JUAN

Attracting Spa Guests Through Unique ‘Sensorial Experiences’ B Y M A E M A Ñ AC A P - J O H N S O N

ith more and more spas opening each day, competing in the wellness arena has become more cutthroat than ever. Spas with a unique selling proposition, however, are often able to edge out the competition. YeloSpa San Juan, for instance, draws in spa-goers by offering a unique set of treatments and amenities that provide guests a sensorial experience unlike any other. For one, while other spas opt for the highly common nature or rustic interiors that many guests have come to expect in a

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spa, YeloSpa San Juan embraces an entirely different aesthetics. In fact, stepping into the 5,000-square-foot spa awash with chroma lighting is like walking into a sci-fi movie set—modern and futuristic.

Innovative Concept As a brand, YeloSpa is a brainchild of Nicolas Ronco. Constantly suffering from jetlag due to regular business travels, Ronco came up with a unique idea of a spa that provides not just the usual spa services like massages and facials, but also detox and power nap

treatments. Opened in 2007, YeloSpa is most known for its unique zero gravity sleeping pods in New York City, ironically known as the “city that never sleeps.” Just weeks after the spa first opened in Manhattan, word reached Mitchel Rivera, who visited the spa and was immediately struck by its innovative spa concept. Despite this, the idea of opening YeloSpa in Puerto Rico’s capital city didn’t dawn onto him until later in 2012, when he found a spa brochure saved from his first visit. Rivera soon reached out to Ronco with an idea to

MITCHEL RIVERA CEO • YeloSpa San Juan, Puerto Rico

expand the YeloSpa brand outside New York. Combining his hospitality background as experience director for an international luxury hospitality brand and passion for wellness, Rivera launched YeloSpa San Juan in 2014 with an initial investment of US$1.5 million. In May this year, the spa marked its first-year anniversary.

Per-Minute Rates As a full service spa, YeloSpa San Juan has a total of eight treatment rooms and a couples’ room. The spa takes on a different approach to spa menu, streamlining treatments into three main categories: massage, skin care and napping. “The Puerto Rican guests love the effectiveness of our no-menu policy and the flexibility of our per-minute pricing model where they can customize their experience,” Rivera says.

“The Puerto Rican guests love the effectiveness of our no-menu policy and the flexibility of our per-minute pricing model where they can customize their experience.’” Treatments come at a fixed hourly rate and a per-minute price is added on for guests who would like to extend beyond the standard one-hour treatment. For instance, a 60-minute power nap costs US$60, but guests have the option to pay a dollar per minute if they intend to sleep beyond a full hour. This unique pricing model allows guests to not only customize their spa experience, but also tailor the treatment according to their budget.

“YeloSpa San Juan is practically twice in area size compared to the New York location, which allows us to add amenities that enhance the day spa experience,” Rivera says. Two of these unique additions are its YeloDry and WetDry areas. At its WetDry cave, guests can indulge in its salt-water Flotarium, Rainfall Hallway and VaporRoom. According to Rivera, the Rainfall Hallway is designed with nine shower heads that spray water with varying temperatures to help stimulate the body’s blood flow. At the Flotarium, 40,000 particles of salt are dissolved into the therapeutic pool, which creates a zero-gravity sensation, similar to floating in the Dead Sea. Finally, the VaporRoom is infused with a scent of eucalyptus to help reboot the senses. Attached to the spa is a YeloDry Blo Bar wherein guests can conveniently have their hair styled or get a mani or pedi after a spa treatment. The addition of the blo bar has made the spa attractive to bridesto-be planning their bachelorette party, as it offers the convenience of a one-stop place to de-stress and get their full party glam on. January/February 2016

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MEMBER PROFILE

Guests and Demands The majority (60 percent) of the spa’s guests consists of female spa-goers— and this was clearly evident during the spa’s most successful marketing campaign launched in time for last year’s Mother’s Day. “We partnered with Fiat. The idea was that, when purchasing a gift card for mom, the car company would pick her up before and after her treatment! It was a great success and increased our sales for the month of May up to 50 percent compared to sales in the same month period of the previous year,” he says. In terms of treatment demands, Rivera says there’s a growing interest in the spa’s signature therapy called Waterology. Performed at the Flotarium, therapists perform a massage treatment on to the guests’ feet, hands and head while guests detoxify and let go in complete surrender to the feeling of weightlessness. Rivera says, after a year of operations, he has observed that their guests return to

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the spa not just to relax, but also to address specific body aches. This has shifted Rivera’s focus to hire qualified staff members and provide proper training to therapists. “We have a three-step interview process. We hire most of our therapists from local schools and we are lucky to have amazing talents to join the team. We also have a lead therapist incharge of monthly continuing education,” he says, adding that therapists are further certified in Waterology, an exclusive service at YeloSpa San Juan. In addition, YeloSpa offers stretching therapies and a space called Cloud Nine, where the spa holds life coaching and guided meditation sessions. These unique offerings, along with the spa’s sense of exclusivity, add to the sensorial experiences that help YeloSpa San Juan win over spa-savvy guests. n

ABOUT THE SPA Spa open date: May 1, 2014 Square footage: 5,000 square feet Number of treatment rooms: 8 Number of full-time spa staff: 15 Guest ratio percentage (female vs. male): 60 female vs. 40 male Method of staff payment/ compensation: Massage therapists and estheticians get a 28 percent commission out of every service Signature treatment: Waterology Product lines used: Naturopathica and Mesoestetic Contact: YeloSpa San Juan 105 de Diego Ave. San Juan, Puerto Rico 00911 Phone: 1.939.204.0497 Website: yelospa.com/sanjuan

MEMBER NEWS B Y TA R A S A L A H E L D I N A N D S A R A H H A R M O N

THE SPA SHIFT Announcements marking spa industry players on the move.

Verna Lasvigne-Fox

James Riley

Andrea Foster

Todd Shaw

Robert Vance

Katherine Blake

Jessica Wadley

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Four Seasons Resort Seychelles has appointed Verna Lasvigne-Fox as its new Senior Spa Director.

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Todd Shaw is the new Director of Spa, Fitness, Tennis and Wellness at La Quinta Resort & Club in California.

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Edouard Ettedgui is stepping down from his role as Group Chief Executive with Hong Kong’s Mandarin Oriental Hotel Group, but will remain as a non-executive director until end of March. James Riley is taking over Ettedgui’s role as Group Chief Executive.

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The Well & Being Spa at The Fairmont Princess, of Scottsdale, Arizona, has welcomed Robert Vance to its team as its new Managing Director.

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Katherine Blake, former ISPA employee, is the new Spa Operations Supervisor at Mandarin Oriental Washington, D.C.

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Jessica Wadley is now the Vice President US Business Development Spa/Massage at Oakworks, Inc. based in New Freedom, Pennsylvania.

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Marcus Hotels & Resorts, based in Milwaukee, Wisconsin, has named Andrea Foster its new Senior Vice President, Development.

GIVING BACK 1. Starwood Associate Relief Fund (SARF) celebrates a decade of giving. Stamford, Connecticut’s Starwood Hotels & Resorts Worldwide Inc. created SARF, a nonprofit, in the wake of Hurricane Katrina. Since its official launch in the spring of 2006, it has granted over US$4 million to 3,350 associates at owned, managed and franchised properties across the world.

2. Makes Scents Natural Spa Line, of Lancaster, Pennsylvania, held its second annual drive for the local homeless women and children. All donations were given to the Clare House, which offers help and assistance to women and children who find themselves homeless as a result of 2 abusive relationships, addiction or loss of employment.

OPEN FOR BUSINESS Naturopathica has opened Naturopathica Chelsea Healing Arts Center & Spa in New York City. Offering a 360-degree approach to wellness, Naturopathica Chelsea offers on-site treatments complemented by at-home remedies and rituals. Guests can choose from a wide array of experiences, including herbal massage treatments, holistic facial treatments, beauty products and a Sensory & Meditation Lounge. The center comes with six treatment rooms, a Vitality Bar and a unique Remedy Bar, which offers an herbal dispensary of teas, herbs, tinctures and essential oils.

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MEMBER UPDATES 1. Located in Brazil, Kurotel Longevity Medical Center and Spa has received the

Crystal Award for Best Wellness Travel Property in South & Central America and the Country Award for Best in Brazil at the 2015 Wellness Travel Awards. Spafinder Wellness 365 announced the winners at the World Travel Market in London.

2. Two Bunch Palms Resort & Spa has announced a change in ownership.

Located in Desert Hot Springs, California, the property is now owned by CCL Holdings. The resort and spa is the first sustainable wellness resort of its kind in the U.S., and CCL Holdings is committed to promoting sustainable wellbeing. The property has undergone renovations and expansion in recent years and the new partnership will further its enhancement and growth initiatives.

3. Celebrating its 100th-year anniversary, Claremont Hotel Club & Spa has recently been rebranded and renovated. Located in Berkeley, California, the iconic property is part of the Fairmont Hotels & Resorts brand. The renovation included an update of the hotel’s lobby, lounge and bar, all 276 rooms and the addition of a new restaurant.

4. El Segundo, California’s Murad Inclusive Health Spa and Medical Group and the Beauty Changes Lives Foundation have awarded five esthetics students US$2,250 tuition scholarships. Winners were selected based on their essays, inspiration boards and online videos describing their visions of how an esthetics career would change their lives and others. The spring application window opens March 14, 2016.

5. Red Door Spas, based in Stamford, Connecticut, has acquired Manicube, a pioneer in delivering in-office beauty and grooming services. Founded three years ago, Manicube was intended to improve the lives of working women by providing nail services in corporate offices. Today, it also offers men’s barbering and chair massages. The integration of these two companies will create a more customized and convenient beauty and wellness experience for customers.

6. Monte Carlo Spa & Salon, of Las Vegas, Nevada, transformed into a wedding venue while hosting the GEICO Rock ‘n’ Roll Las Vegas Marathon & ½ Marathon’s 10th annual Run Thru Wedding. Around 210 couples from around the world either exchanged vows or renewed their vows at the mid-race event.

BRILLIANT IDEA Fairmont Raffles Hotels International Inc., of Canada, has launched a new global cocktail program designed by elite bartenders. Guests can experience the product of elite mixologists from around the world coming together with Fairmont’s new global cocktail menu, created by the new Fairmont Tastemakers.

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CONVERSATIONS WITH DR. LAUREN MUNSCH DAL FARRA DR. LAUREN MUNSCH DAL FARRA was first introduced to the cryochamber when she visited a spa in Southern France that focused on providing treatments to athletes. “I tried it for low back pain and noticed a positive effect after the first session,” says Dr. Munsch Dal Farra, who specializes in cardiology. At the spa, she met a woman with multiple sclerosis who was wheelchair-bound several years prior to starting a Whole Body Cryotherapy (WBC) treatment. “After six months, she was able to walk again. She attributed her improvement to the cryochamber since she used no other treatments during that time,” she says, adding that personally hearing the woman’s story has further piqued her interest in cryotherapy. Later, Dr. Munsch Dal Farra founded and now serves as co-CEO of PALM Health, LLC, a Missouribased integrative medicine and wellness center that offers facilities like hyperbaric chamber, salt room and a cryotherapy chamber.

PULSE: What is a cryotherapy? Dr. Lauren Munsch Dal Farra: Historically, rolling in the snow, standing under ice cold waterfalls, swimming in a hole cut in the ice, and ice baths were used in many cultures for invigorating the mind and body, and for reducing inflammation, pain, muscle soreness or swelling. Cryotherapy has emerged as the modern technology today where a person is exposed to subzero temperatures (-150°F to -300°F), for a period of one to three minutes, in order to evoke physiological reactions to cold. Low temperatures are obtained by chilling the air with liquid nitrogen vapor and applying it either locally, on selected parts of the body, or generally, on the entire body as with the cryosauna or cryochamber.

P: Who developed Whole Body Cryotherapy? MDF: Whole Body Cryotherapy was originally developed in 1978 by Dr. Toshiro Yamauchi who treated patients for pain and inflammation associated with rheumatoid arthritis in Japan using cold (cryo) procedures. His studies indicated he could significantly reduce the soreness and pain his patients felt during manipulation of their joints, because the rapid decrease of temperature of the outer layer of skin led to the immediate release of endorphins; therefore, less sensitivity to pain. Scientists in Germany and Poland further developed this method. The third

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cryochamber in the world was developed in Poland in 1989, and further research promoted the commercialization of the cryochamber, which then gained popularity among professional athletes. The Olympic rehabilitation center in Spala, Poland, which serves athletes and sport teams around the world, opened in May 2000 and has since been offering cryotherapy during training and injury rehabilitation. Research in Europe on Whole Body Cryotherapy has been prominent over the last 30 years.

P: How often can guests safely have cryotherapy? MDF: The treatment lasts one and a half to three minutes. Usually, two to three sessions per week is adequate to experience the benefits; however, many people report results after one to two sessions. For people undergoing intensive exercise training, physical rehabilitation or treatment for rheumatic arthritis and other inflammatory conditions, the best therapeutic effects are obtained by using cryotherapy twice a day, with at least a threehour interval between procedures over the course of at least two to three weeks. Sessions should not exceed three minutes.

P: What are some of the potential benefits of this treatment? MDF: Whole Body Cryotherapy triggers the release of endorphins, which induces analgesia (immediate pain relief). The

B Y M A E M A Ñ AC A P - J O H N S O N

immediate effect of skin cooling and analgesia lasts for five minutes, but the release of endorphins can have a lasting effect, where studies demonstrate that the signs of inflammation in blood tests may remain suppressed for two to three weeks. Furthermore, if the treatment is combined with physiotherapy, the intensity of the therapy can be amplified due to the pain reduction of cryotherapy, which can improve long-term outcomes as well. There are many potential benefits but the most commonly documented by research and patient testimonials include antiinflammation, improved mood, deep relaxation, euphoria, muscle and joint pain relief, and improved healing of several inflammatory mediated skin conditions, such as psoriasis.

P: Are there pieces of evidence that support cryotherapy’s health benefits? MDF: Most of the research on cryotherapy has been done in Japan and Europe and have focused on the benefits for patients with rheumatic arthritis. Multiple studies have demonstrated that the short-term pain reduction offered by Whole Body Cryotherapy facilitates intensive application of physiotherapy and

SAFETY IN CRYOTHERAPY To ensure that guests are safe during a Whole Body Cryotherapy treatment, Dr. Munsch Dal Farra offers the following precautionary measures: 1. It is important to protect the extremities and fragile areas of the skin. Ensure that guests are wearing dry socks, gloves, underwear, and a sports bra for women. 2. For those using a cabin chamber with whole body immersion including the head, wear a headband and face mask to cover the mouth, nose, eyes and ears. 3. Do not exceed the recommended time even if guests request to go for longer. 4. Have a spa therapist or technician check the guest’s blood pressure prior to cryotherapy to ensure that the blood pressure is not high. The client should always be with an attendant and never left alone in the chamber at any time during the session, or during entry or exit of the unit. It is very important that the therapist or technician is extremely attentive to the client. The technician should remain very focused as he or she is responsible to stop the session early if the client is uncomfortable or wishes to end the session for any reason.

occupational therapy in patients with inflammatory rheumatic disease and has led to improved outcomes in this patient population. Research also suggests a possible role for Whole Body Cryotherapy as a short-term adjuvant treatment for mood and anxiety disorders. In general, most research has involved small groups of patient or athletic populations over short durations of time, and more high-quality research is needed to better define the health benefits and risks.

P: Aside from therapeutic claims, the treatment also claims to be anti-aging. Can you explain how, medically, cryotherapy can offer anti-aging benefits? MDF: The skin reacts to the cold by stimulating the body to go into survival mode, constricting peripheral blood vessels and shunting blood from the extremities to the core of the body where the blood is enriched with oxygen, enzymes and nutrients. After the treatment, as the body re-warms, the blood vessels in the periphery of the body dilate and this nutrient-rich blood is pushed back to the extremities. Studies suggest that the enriched blood flushes toxins from subcutaneous layers, initiates the cell

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renewal process, and promotes rejuvenation of the body at the cellular level. Cryotherapy has also been reported to increase collagen production; therefore, improving skin tightening and rejuvenation. These, combined with the anti-inflammatory benefits and release of endorphins, have led to cryotherapy being labeled as an â&#x20AC;&#x153;anti-agingâ&#x20AC;? technique.

P: What are some of the dangers involved in this type of treatment? MDF: Cold intolerance and temporary nausea are potential side effects. Frostbite is definitely a possibility and has been reported in cases where a person enters with damp or wet socks or clothing.

P: What are the health risks that may prevent a spa guest from having the treatment? MDF: Relevant contraindications include uncontrolled hypertension, serious coronary disease, arrhythmia, circulatory disorders, Raynaudâ&#x20AC;&#x2122;s phenomenon (white fingers), cold allergies, serious pulmonary disease, or the obstruction of the bronchus caused by the cold. P: How do you envision cryotherapy to fit into the spa world? MDF: The current trend demonstrates that cryotherapy will

â&#x20AC;&#x153;The current trend demonstrates that cryotherapy will grow over time as a service in medical spas and those that specialize on sports recovery treatments for athletes.â&#x20AC;? grow over time as a service in medical spas and those that specialize on sports recovery treatments for athletes. More technology is being developed to localize cryotherapy treatments for the face and neck, which I envision, will become more popular in spas because it will be more affordable and easier to manage than providing Whole Body Cryotherapy. n

CLICK HERE to read some reliable scientific studies that support the therapeutic claims of cryotherapy, as compiled by Dr. Munsch Dal Farra.

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404.445.4992

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Welcome to the ISPA Board of Directors

Michael Harmsworth Michael Harmsworth has been pivotal in the development and growth of ESPA since its launch in 1993. Prior to joining ESPA, Harmsworth worked in management and marketing consulting roles for many blue chip companies based in London. He has spearheaded ESPA’s significant growth and expansion, driving all aspects of the business, including the day-to-day operations, strategic planning, growth and corporate development.

Recently, the newest members of the ISPA Board of Directors took office, joining a prestigious group of spa industry leaders.

Garrett Mersberger Working for both Kohler Co. and ClubCorp, Mersberger has been in the hospitality industry for more than 15 years. As director for Kohler Waters Spas, he oversees the Kohler Waters Spa at The American Club, Kohler Waters Spa in Burr Ridge, Illinois, and the Kohler Waters Spa at the Old Course Golf Resort and Spa in St. Andrews, Scotland. In addition to these roles, Mersberger is a member of ISPA’s volunteer task force as well as a member of the Lakeshore Technical College Hospitality Advisory Board.

Dawn Tardif Founder and president of BodiScience Wellness Center & Spa since 1990, Dawn Tardif has more than 25 years of experience in the health, wellness and spa industry. Tardif earned her degree in Ayurvedic Medicine from the International Ayurvedic Institute in 1999. She studied with top Ayurvedic leaders Dr. Deepak Chopra, Dr. David Simon, Melanie and Robert Sachs and Eve Taylor. Tardif also holds certifications in Allopathic Medicine from the Boston University Mini-Medical School as well as Antiaging Nutrition and Clinical Aromatherapy.

Sharilyn Abbajay A 21-year active ISPA member, Sharilyn Abbajay will serve as ISPA Foundation vice chairman. Currently the senior vice president of operations, brand development and retail concepts for Elizabeth Arden Red Door Spas, Abbajay has more than 35 years of experience in the spa industry and previously served as the vice president of global spa, retail and fitness for Marriott International.

Returning to the ISPA Board • Also, join us in welcoming back Blake Feeney [Feeney & Co], Todd Hewitt [Four Seasons Toronto] and Julie Oliff [St. Regis Aspen] to the 2016 ISPA Board of Directors. Todd Shaw [La Quinta Resort & Club] also returns on the ISPA Board in his new role as vice chairman. They will serve in addition to the current directors: Michael Tompkins (chairman), Laura Parsons (secretary/treasurer), Ella Stimpson (immediate past chairman), Frank Pitsikalis (ISPA Foundation chairman), Sharilyn Abbajay (ISPA Foundation vice chairman), Noel Asmar, Kristine Huffman, Eric Stephenson and Todd Walter. January/February 2016

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PAST AND PRESENT A Look Back at Forecasts and Trends

BY MAE MAÑACAPJOHNSON

his “Past, Present and Future” issue of Pulse magazine makes it fitting to dig through the archives and look back at some of the game-changing trends and bold forecasts highlighted on its pages. Which ones have come true and which ones have fizzled out? More importantly, which trends are continuing to shape the spa industry at present?

The Integration of the Spa and Mainstream Medical Health ISSUE: OCTOBER 2010

“...the industry continues to see the realization of the fusion of spa and mainstream health...”

An article entitled “Seeing the Future: The Spa Industry in Mainstream Health Care” breaks down game-changing trends that could affect mainstream health, including the rise of hybrid spas and evidence science. Today, we’re seeing this trend come of life with several hospitals integrating spas into their facilities and medical physicians referring patients to spas for fitness programs and relaxation treatments. Six years since the trend was forecasted, the industry continues to see the realization of the fusion of spa and mainstream health, including the groundbreaking collaboration of Mandarin Oriental and Mayo Clinic. Launching early this month, the program will provide guests access to Mayo Clinic’s medical expertise right within the spa of Mandarin Oriental Bodrum in Turkey. Mayo Clinic’s medical staff will be on-site to conduct a thorough assessment as well as provide program recommendations that are tailored for the guest’s wellness needs. Be on the lookout for a full feature about this game-changing partnership in a future issue of Pulse magazine.

The Growing Number of Male Spa-Goers ISSUE: MAY 2011

The article “The New Male Consumer” explored the growing spa demographic. The feature highlighted data from ISPA’s 2010 U.S. Spa Industry Study, which indicated that about 45 percent of spas introduced packages for the male spa-goers. Fast- forward to today, men still remain a highly growing market for the spa industry. In fact, according to the ISPA Foundation Consumer Snapshot Initiative: Volume IV Male Consumer Insights, men now represent almost half (47 percent) of the spa-going population in the U.S. 28 PULSE

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The Rise of Social Media and Mobile Marketing ISSUE: JULY 2011

The article “Surfing the Marketing Channels,” takes a look at emerging new media that are changing the way

55 percent of male spa-goers used social media to research a spa while 35 percent have booked a spa treatment online. Among female spa-goers, 39 percent have entered a competition on social media to win a spa treatment while 29 percent have provided an online review.

The Growth of Sustainability ISSUE: MARCH/APRIL 2013

businesses do marketing. The feature indicated that, as of April 2011, Twitter officially claimed to have 175 million registered users with 95 million tweets being written daily. Today, based on Twitter’s company facts, these numbers have grown to 320 million active users with an estimated one billion unique visits monthly to sites with embedded tweets. The social media trend continues to shape the spa industry. Spas now understand the importance of having a strong social media presence, especially since the majority of spa-goers heavily use social media. In fact, according to the ISPA Foundation Consumer Snapshot Initiative: Volume V Social Media & the Spa-Goer,

Timothy Kenyon of GfK Group, a market research institute, provided compelling data about consumers’ view on “sustainability” or “going green.” Cost, he said, is the largest barrier that prevents many consumers from embracing a sustainable product. In fact, data from GfK’s Green Gauge Global Study showed that 61 percent of global consumers agree that green products are too expensive. Despite this, sustainability continues to be a topic of importance for many consumers and within the spa community. In fact, 2015 ISPA

ability during their talks at the General Sessions.

The Need for Authenticity ISSUE: MAY 2013

In an interview with B. Joseph Pine II, leading expert on “The Experience Economy,” he brought to light the “authenticity” trend. “In a world of increasingly paid-for experiences, people no longer accept the fake from the phony, but want the real from the genuine,” Pine says. Today, spas continue to find ways to differentiate themselves from competition by rendering authentic experiences that are customized and unique for their guests.

The Increase of Interest in Medical Tourism ISSUE: MAY 2014

Euromonitor International Travel & Tourism Manager Michelle Grant projected that the global market for health and wellness tourism will grow by 21 percent and reach US$129 billion by 2017. “Consumers globally are leading very hectic lives, so relaxation and stress relief remain key drivers,” she says.

The Demand for Fast-Laning ISSUE: MARCH/APRIL 2015

Conference & Expo speakers Alice Waters and Scott Harrison echoed the need to embrace ethical sourcing and sustain-

TO READ ALL trends and to access Pulse archives, go to experienceispa.com and login as an ISPA member.”

The article “Top Trends for 2015: What Do Consumers Want?” highlight trendwatching.com’s trends on emerging consumer attitudes and behaviors. One of the trends mentioned is “FastLaning,” which stresses time-starved consumers’ demand for fast service and solutions. Starwood, Hyatt and Hilton hotel chains are among the companies that have rolled out fast check-in or out solutions via an app and the use of smartphones as room keys. Today, spas continue to innovate and introduce technology-driven solutions to provide guests quick booking access and engaging online experiences. n January/February 2016

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Into the

FUTURE Continuing the “Past, Present and Future” theme of this issue, Pulse takes a peek into the future. While no one holds a crystal ball to predict how spas and consumer preferences would exactly evolve in the next few years, it’s safe to say that there are current key indicators that may help foretell future demands.

BY MAE MAÑACAPJOHNSON

LIDYA WATI President • Spa Réveil • Austin, Texas

Key Indicators “I believe that the recent trends of timesensitivity, convenience, and costeffectiveness will continue to drive the industry toward adopting efficiency-driven models to develop and market beauty products to their customers. I would not be surprised if, in the next five years, we would see consumers choosing ‘one-stopshop’ spa service centers, which conveniently provide everything—from a pedicure to a hair restoration consultation, all while serving up smoothies and a live workshop on stress management and work-life balance,” Caviar of Switzerland President Irina Mark says. Lidya Wati, President of Austin-based Spa Réveil, believes that the spa of the future may be changed by consumers’ 30 PULSE

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ongoing demand for value. “One of the key indicators today is that spa-goers are much more value-conscious, demanding not only great service, immediate results and convenience but also expecting to enjoy these at discounted pricing. With increased competition in the industry, providing treatments, amenities and service level that will be acceptable to the value-conscious spa-goers without diminishing the spa’s bottom line is one of the most critical and challenging tasks for spas today,” Wati says. She cautions that while discounting is a great way to stimulate sales and improve the bottom line with the right implementation strategy, excessive discounting could potentially dilute the brand and the true value of spa

services. “To achieve the right balance, we make an effort to engage with our clients and obtain their feedback so we understand what they truly value,” Wati says. To do this, the spa encourages guests to share their spa experiences through an app tailored specifically to gain guest feedback. Social media has also driven a higher demand to engage guests in a more personal way. Wati relies on digital newsletter, social media and events to engage and inform clients of the latest spa treatments, news and promotions. “We also have a VIP Club that offers exclusive benefits to our VIPs. This strategy has helped us connect with our clients on a deeper level,” she says.

Less Products, Better Results In terms of products and treatments, Wati has seen an emerging trend of those that cater to niche market segments, such as products that are vegan or gluten-free. “So while the demand for organic ingredients continues to grow, this emerging trend presents an opportunity for even greater product and treatment offerings and specialization,” she says. Mark, on the other hand, thinks that there are opportunities for a wider range of multifaceted spa products in the future. “Think ‘wonder cream’—an allin-one moisturizer, wrinkle-reducer and aromatherapy candle,” she says. “The latest consumer trends seem to indicate a tendency among guests to try to get greater results in a shorter amount of time using less number of products. Tomorrow’s spas will need to be ever more nimble, adaptable and customer service-oriented to meet this wave of rising expectations.” Technology will continue to be a driving force on how the spa industry’s treatments will evolve. “It seems that, lately, innovative technologies have been emerging and evolving ever more rapidly, dramatically changing the spa industry landscape. More spa providers now offer highly technical services, such as intense pulsed light and new laser rejuvenating treatments, which bring about dramatic results in a short period of time,” Mark says. In addition, she expects more spagoers will spend less on luxury and more on important and pervasive health issues, like stress management. “It’s important to note though that different demographics (e.g. male, female, and different age groups) differ significantly in their preferences, so it’s very important to tailor-fit your marketing approach. For example, male spa-goers want a process that is simple, userfriendly and offers fast results.

Millennials, on the other hand, tend to prefer high-tech treatments,” she says.

IRINA MARK CEO • Caviar of Switzerland • City, State

Blurring the Line Mark believes that delineation between high-end day spas and hotel spas will soon be blurred. “The most interesting shift, in my opinion, is occurring in the hotel spa segment where hotel spas are now actively attracting local clientele in addition to serving hotel guests. I expect the distinction between traditional highend day spas and hotel spas will fade over time as the two segments reinvent themselves to expand market reach and maximize operational efficiency,” she says. Spa Réveil, for instance, is a good example of an upscale day spa that draws both hotel and local guests. The spa was tapped by The Westin Hotel to become a spa partner when the hospitality brand opened at The Domain, an upscale shopping destination. “We are fortunate that our spa was designed with a hotel/resort spa concept in mind. Given our location at The Domain, I wanted to create a luxury spa sanctuary that offers unique amenities and experiential rituals typically offered only at a hotel or resort spa,” Wati says. In terms of travel experiences, findings from a survey by Marriott Rewards Credit Card from Chase predict that extreme hotel experiences may not be too far away. According to the report, about half of all surveyed travelers (51 percent) believe extreme hotel experiences, such as a private hut over the

ocean or taking a zip line to your treehouse will be possible in the future. Euromonitor International Senior Analyst - Travel Nadejda Popova (read more on Ask the Expert, page 52) has seen a similar trend. “Demand for tourism will remain strong but due to the increasing pressures of work, the future is likely to see a continuation of the trend towards shorter, more frequent and more adventurous trips,” she says. Technology will play an even more important role in the future of hospitality. In fact, the same Marriott Rewards survey reported that sixty-one percent of travelers believe that hotels in the future catering to their guests through 24/7 virtual concierge services will soon be a reality. In the end, whether all these projections are bound to come true or not, one thing is certain: the best way to predict the future is to create it. n

WHAT’S THE future in global medical and wellness tourism? Click here for more Euromonitor International insights.

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SEE + BE SEEN HOLLYWOOD LOUNGE. Le Mieux Cosmetics’ Skin Perfecter—an ultrasonic, “do-ityourself” professional beauty tool—made its Hollywood debut as a proud sponsor at EXTRA’s 1st Annual “WEEKEND OF | LOUNGE” event. Held at The London West Hollywood Hotel, the event celebrated an extraordinary year of television. EXTRA host Mario Lopez and teen celebrity, Zendaya, were among the Hollywood stars spotted testing the Skin Perfecter.

CELEBRATING 25 YEARS. International Day Spa, located in Redlands, California, unveiled its remodeled spa during its 25th anniversary celebration. During the event, guests enjoyed express spa treatments and refreshments.

International Day Spa owner Corri Vara with Dr. Howard Murad, who served as guest presenter. Also present during the event was guest speaker and International Day Spa founder, Mimi Barre.

NEW HEADQUARTERS. Makes Scents Spa Line marked the relocation to its new headquarters at 336 N. Charlotte St. in Lancaster, Pennsylvania with an open house and ribbon-cutting ceremony.

WALK LIKE AN EGYPTIAN. Models wore Egyptian-inspired looks on the runway as they sported CND’s 24 gilded nail designs during The Blonds Spring/Summer 2016 Show at MILK Studios in New York. Inspired by Cleopatra, the Sphinx and various elements of Egyptology, the fashion collection and nails are best described as dramatic handcrafted treasures. 32 PULSE

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From left: James E. Buerger, senior vice president, chief lending officer at Community First Fund; Lawrence Keating, SCORE Lancaster-Lebanon chapter president; Craig Lehman, Lancaster county commissioner; Nathan R. Kreider, co-owner, Makes Scents Natural Spa Line and Heather J, Kreider, co-owner, Makes Scents Natural Spa Line.

TOP PRIZE. Bellus Academy

ONE-YEAR PARTY. SpaBlue at Del Mar, an eco-luxury day spa in

massage therapy instructor Evelyn Conway won a Chevy Cruse LS, the top prize in a Great Clips raffle drawing which celebrated Cosmetology Educator Appreciation Month.

North County San Diego, marked its one-year anniversary by treating guests to a live entertainment, refreshments and mini spa treatments from partners such as Phytomer, Epicuren, SpaRitual, HydraFacial, Osmosis Pur Medical Skincare, Body Bliss, COOLA and NuFACE. SpaBlue’s anniversary celebration supported the ALS Association - Greater San Diego Chapter. SpaBlue’s Spa Director Jane Terry, ALS Association Board of Directors Keith Miller and Spa Development Manager Joanne Berry were all smiles at the event.

Epicuren Regional Director of Sales Robin Grisham, SpaBlue Master Esthetician Victoria Heydari and NuFACE National Accounts Manager Page Schlumpberger were present to help Spa Blue celebrate its anniversary.

COMMITTEE MEETING. Bellus Academy Director David Yocum, massage therapy instructor Evelyn Conway and Mark Fisher, owner of Topeka Great Clips.

WELLNESS TALK. A few members of the ISPA community were spotted at the Global Wellness Summit (GWS) in Mexico.

Performance Health held its 17th annual Scientific Advisory Committee meeting (known as TRAC) in Vancouver, Canada. Seventeen researchers and clinicians, representing five countries and expertise in physical therapy, chiropractic, exercise science, athletic training, and massage therapy, presented their research on Performance Health products.

FITNESS FOR CHARITY. The Las Vegas Spa Association (LVSA)

Cheryl Patella, spa director, Williams Island Spa; Ilana Moses, founder & CEO, Florida Spa Association; Wendy Bosalavage, president, American Leisure and Dr. Karen Koffler, medical director, Carillon Hotel & Spa.

held its 3rd annual charity event called “Tough Love Fitness.” Trainer JoAnna Papageorgiou led the “Team LVSA” class through a vigorous “cross-yogastretch-fit” workout. The event raised awareness and provided funds to benefit NextStep Fitness, which assists persons living with paralysis and other physical disabilities. Team LVSA raised over US$5,000 for the charity.

Walt Disney Company Spa Director Ginger McLean, Living Earth Crafts Vice President of Sales Brian Paris, ISPA board of directors Frank Pitsikalis, Noel Asmar and Todd Walter.

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ON THE

OF WELLNESS TECHNOLOGY

Changing the World of Health and Fitness From tracking devices, on-demand videos to

BY MAE MAÑACAPJOHNSON

wearable technology, the world of spa has completely been changed by technology. In fact, according to a study entitled “The Wellness Deficit: How Millennials Truly View Health and Fitness” commissioned by Technogym, 72 percent of millennial respondents would like the ability to track fitness data whenever and wherever, 43 percent would like accurate data provided and 40 percent plan to use wearable technology for fitness purposes.

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GARRETT MARSHALL Vice President Fitness On Demand Chanhassen, Minnesota

“Technology is making current fitness offerings more scalable and trackable. Traditional activities like fitness classes or live sessions with a personal trainer can be accessed by video and/or on your mobile device anywhere around the world.”

Garrett Marshall, vice president of Minnesota-based virtual group fitness solutions called Fitness On Demand, says there are at least two ways technology is changing the health and fitness world. “First, technology is making current fitness offerings more scalable and trackable. Traditional activities like fitness classes or live sessions with a personal trainer can be accessed by video and/or on your mobile device anywhere around the world. Second, technology is enabling fitness to reach more people or a new audience. You see

this with consumer-facing devices like wearable technology,” Marshall says. He adds that technology has forced businesses to rethink their mobile content delivery strategy. “As the hospitality/spa sector continues to understand the value of fitness on their guest experience, we see more operators incorporating these elements to their own digital experiences, such as websites and mobile apps, by delivering fitness videos, nutrition information and lifestyle content,” Marshall says. Technogym National Sales Manager

of Hospitality Jay Muller says technology has enabled spas and fitness clubs to motivate, entertain and educate guests on a scale that was previously thought impossible. “Technology can provide a 360-degree view of a person’s health over time while allowing users to quantify each step of their exercise effort in real-time. It also assists exercise professionals in monitoring clients and prescribing workout plans to help them meet their goals,” he says. In addition, Muller points out that technology provides entertainment and

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motivation in the form of online interaction and competition. “Technology is making it easier for exercise to be fun, engaging and productive for anyone, anywhere in the world,” he says. This aligns with findings from Technogym’s study which indicated that 77 percent of millennials would like their workout at the gym as interactive as possible while 44 percent believe that gyms will evolve by 2020 to be “relaxed, interactive, customized and fun.” Wearable Tech There are several emerging technology trends that are helping change consumers’ view on health and fitness, one of which is wearable technology.

In PwC’s “The Wearable Future” report, more than 80 percent of respondents listed eating healthier, exercising smarter and accessing more convenient medical care as important benefits of wearable technology. “Businesses must evolve their existing mobile-first strategy to now include the wearable revolution and deliver perceived value to the consumer in an experiential manner,” says Deborah Bothun, PwC’s U.S. advisory entertainment, media & communications leader. “Relevance is the baseline, but then there is a consumer list of requirements to enable interaction with the brand in a mobile and wearable environment.”

“A good manufacturer will help you solve problems on the front-end and create a realistic schedule for installation and launch.”

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Responding to market demands, Technogym rolled out mywellness cloud, an open platform that syncs with a huge variety of wearables and monitoring apps, allowing users to see all the data collected in one place. “Wearable technology has turned the idea of exercise into an all-day activity, comprised of the cumulative effort,” says Muller. “According to our study, 65 percent of millennials think it is important to monitor and track progress. The study also projects that the use of mobile app technology is set to rise from 56 percent to 74 percent by 2016.” Will Stein, CEO of Philip Stein, a Florida-based company that (CONTINUED ON PAGE 38)

JAY MULLER National Sales Manager, Hospitality Technogym Fairfield, New Jersey

ON THE EDGE OF WELLNESS TECHNOLOGY (CONTINUED FROM PAGE 36)

manufactures and designs luxury accessories powered by natural frequency technology, agrees that self-tracking devices, such as BewellConnect applications and products that help users monitor their own health, will continue to change the health landscape. Disconnecting to Connect But the future holds more than just wearable technology that connects. There may also be a demand for products that help users to disconnect from the outside world. Stein believes that technology’s always-connected feature may actually work to the spa industry’s advantage. “Because technology keeps us always wired, I believe there will be an increased need for spa, health and regeneration centers in the future.” In the process, he thinks that this would help create a demand for products that allow guests to reconnect within themselves. For instance, Philip Stein’s watches and bracelets, embedded

with a proprietary natural frequency technology, are designed to enable guests to achieve a relaxed mental and physical state. “Everything on earth operates ideally when exposed to natural frequencies,” Stein explains. “We strive to reconnect people with nature, its energy and frequencies. When we are in this state of mind, our body completely relaxes and a lot of positive things can happen during this stage. This is a state where the spa guest is completely open to receiving a treatment and profiting the most from it. Our technology is not a replacement for a spa treatment. On the contrary, it is an adjunct.” Virtual Fitness The idea of virtual access to data and fitness programs anytime and anywhere is shaking up fitness and health clubs. Now, with companies like Fitness On Demand—which offers video-based group fitness classes and workout programs—have gone virtual, allowing fitness studios to access on-demand

videos via large on-site screens. The digital demand has also sparked the reinvention of fitness equipment. Treadmills are no longer just for running. Now, they are also equipped with virtual fitness coaches. “Technogym has successfully implemented interactive coaching, workout suggestions and customized feedback for the user into our equipment designs. The ability for a person to step into the gym and have on-demand coaching or guidance from its fitness machine is new and exciting, and it allows more people to access high-quality training programs at any time that their schedule allows,” Muller says. To make exercise interactive, virtual competitions are even built into some of the fitness equipment. “With equipment that can access a vast worldwide network of challenges and courses, exercisers have the ability to connect with others at any time and take advantage of the motivation provided by competition. Fitness facilities can also utilize virtual competition for a (CONTINUED ON PAGE 40)

“Because technology keeps us always wired, I believe there will be an increased need for spa, health and regeneration centers in the future.”

WILL STEIN CEO Philip Stein Miami, Florida

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Sleep in tune.

Our Sleep Bracelet uses proprietary Natural Frequency 6GEJPQNQI[ VQ JCTPGUU VJG DGPGĆ&#x201A;EKCN HTGSWGPEKGU associated with quality sleep. Acting like an antenna, QWT VGEJPQNQI[ JCTPGUUGU VJGUG URGEKĆ&#x201A;E HTGSWGPEKGU CPF channels them to the body when worn.

TUNE YOUR CUSTOMERS INTO NATURAL FREQUENCIES AND WELLBEING PHILIP STEIN is the perfect partner for your spa and the ultimate tool for your customers wellbeing. Our Sleep bracelet uses a proprietary Natural Frequency Technology to harness the LiÂ&#x2DC;iwVÂ&#x2C6;>Â? vĂ&#x20AC;iÂľĂ&#x2022;iÂ&#x2DC;VÂ&#x2C6;iĂ&#x192; >Ă&#x192;Ă&#x192;Â&#x153;VÂ&#x2C6;>Ă&#x152;i` Ă&#x153;Â&#x2C6;Ă&#x152;Â&#x2026; ÂľĂ&#x2022;>Â?Â&#x2C6;Ă&#x152;Ă&#x17E; Ă&#x192;Â?iiÂŤÂ° The technology acts like an antenna harnessing these Ă&#x192;ÂŤiVÂ&#x2C6;wV vĂ&#x20AC;iÂľĂ&#x2022;iÂ&#x2DC;VÂ&#x2C6;iĂ&#x192; >Â&#x2DC;` VÂ&#x2026;>Â&#x2DC;Â&#x2DC;iÂ?Ă&#x192; Ă&#x152;Â&#x2026;iÂ&#x201C; Ă&#x152;Â&#x153; Ă&#x152;Â&#x2026;i LÂ&#x153;`Ă&#x17E; Ă&#x153;Â&#x2026;iÂ&#x2DC; Ă&#x153;Â&#x153;Ă&#x20AC;Â&#x2DC;Â° /Â&#x2026;i >vviVĂ&#x152; Â&#x153;v }Â&#x153;Â&#x153;` Ă&#x192;Â?iiÂŤ V>Â&#x2DC; Â&#x2DC;iĂ&#x203A;iĂ&#x20AC; Li Â&#x153;Ă&#x203A;iĂ&#x20AC;Ă&#x20AC;>Ă&#x152;i`Â° ,iĂ&#x192;Ă&#x152;Â&#x153;Ă&#x20AC;Â&#x2C6;Â&#x2DC;} Â&#x153;Ă&#x2022;Ă&#x20AC; LÂ&#x153;`Ă&#x17E; >Â&#x2DC;` Â&#x201C;Â&#x2C6;Â&#x2DC;` >Â?Â?Â&#x153;Ă&#x153;Ă&#x192; vÂ&#x153;Ă&#x20AC; Â&#x153;ÂŤĂ&#x152;Â&#x2C6;Â&#x201C;>Â? 6JG GHHGEVU QH IQQF UNGGR ECP PGXGT DG QXGTTCVGF 4GUVQTKPI ÂŤiĂ&#x20AC;vÂ&#x153;Ă&#x20AC;Â&#x201C;>Â&#x2DC;Vi] vÂ&#x153;VĂ&#x2022;Ă&#x192;] `iiÂŤiĂ&#x20AC; Ă&#x20AC;iÂ?>Ă?>Ă&#x152;Â&#x2C6;Â&#x153;Â&#x2DC; >Â&#x2DC;` Â&#x153;Ă&#x203A;iĂ&#x20AC;>Â?Â? Ă&#x153;iÂ?Â?LiÂ&#x2C6;Â&#x2DC;}Â° FEEL THE POWER OFQWT OKPF CPF DQF[ CNNQYU HQT QRVKOCN RGTHQTOCPEG HQEWU WHATâ&#x20AC;&#x2122;S INSIDE.

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For sales and inquiries call 800.237.9477 | Philipstein.com

ON THE EDGE OF WELLNESS TECHNOLOGY (CONTINUED FROM PAGE 38)

number of effective social initiatives,” Muller says. A good example of such initiative is Technogym’s “Let’s Move for a Better World” campaign which encouraged fitness facilities with Technogym equipment to compete against each other while helping raise awareness about childhood obesity. The facility with the highest number of “moves” was given the chance to donate a set of technology to a school of its choice. But there is no doubt that virtual fitness’ biggest benefit is mobility, allowing users to access health data or fitness routines anywhere, anytime. Marshall believes that mobile heart rate training, a type of virtual technology, will become another big trend. “Companies like MYZONE provide low-profile heart rate straps that guests can use at home or on the go. The device stores up to 16 hours of data that gets stored in the cloud, enabling travelers to achieve their fitness routines or goals in any destination around the world,” he says. Integrating Technology When choosing the right technology for one’s spa or health club, Marshall’s advice is simple: Avoid the hype. “Most technology products require implementation, not just installation. An important question to ask before making any wellness technology purchase is: Do I have the complete resources (i.e., technical, training and project management) to introduce this?” he says. “My suggestion is to be fully aware of the purpose and value behind what you are

implementing and ensure that you have the resources to integrate it properly.” Marshall also stresses the importance of entering into a partnership with a company with strong leadership. “I believe that leadership is an important quality to look for, as a form of risk mitigation. Often ‘new technology’ also means ‘new company,’” he says.

“Businesses must evolve their existing mobile-first strategy to now include the wearable revolution and deliver perceived value to the consumer in an experiential manner.” Muller, on his part, says the most important thing to consider is ensuring that the product is user-friendly. “Staff members should be well-trained on how to assist clients in getting started but the technology should be intuitive enough that the user feels empowered to take control,” he says. “Offering a complete line of equipment from a single manufacturer provides a seamless experience and helps users to develop a level of comfort

CLICK to access Technogym’s ‘The Wellness Deficit: How Millennials Truly View Health and Fitness’ infographic.

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moving from one piece to the next. Another important step to integration is ensuring that your facility has the proper Internet, cable and electrical configurations needed for optimal equipment performance.” Even better, it is a good idea to not simply rely on a salesperson; instead, have a representative from the company’s service department audit your facility’s current capabilities. “A good manufacturer will help you solve problems on the frontend and create a realistic schedule for installation and launch,” he says. He also advises spa owners to ask potential resource partners for a full list of technological capabilities, including those that they may not currently intend to use, in order to factor in how consumer demands may evolve in the future. “They should research the manufacturer’s reputation for technological stability and ask for more than one reference of clients currently using the technology in a facility similar to their own,” he says. Ongoing support, including setup, maintenance and warranty coverage, is equally important for spa owners to look into. “Spa owners should be clear on what aspects of the technology are covered under the product warranty and how they will be fixed or replaced if needed,” he says. Ultimately, while smart spa business owners understand the importance of staying on the edge of technology, it’s vital to not lose sight of what’s important: adding value to guests’ spa experiences. Data need to be translated into insights and insights need to be made into actionable spa programs so guests can truly understand the full potential of wellness technologies as they relate to improving their health and well-being. n

BY ANDREW DEWSON

How to Spot Future Leaders

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fresh year often requires us to look into the future. Aside from year-long strategic plans, every spas and businesses also need to think longterm, such as identifying and nurturing future leaders who can step in in the event of a departure of existing leadership. Spa managers, owners and directors must think long and hard about succession. Who is going to run this place if I get sick? If I have an accident? If I decide to retire? It is an easy trap to fall into, working so hard and getting so caught up in the daily demands of running a business that succession plans are pushed very low on the priority list.

Succession Planning Forbes magazine contributor and founder of compensation consulting firm, The Delves Group, Donald Delves said that succession plans are “perhaps the most important job of corporate boards. Without a strong succession-planning program, companies are not prepared to fill openings created by retirements or unexpected departures, nor are they able to meet demands for additional corporate leaders resulting from growth.” That is advice that should resonate with every business owner, large or small. Seeking potential leaders is also something that no business can afford to leave until after the event. Delves continues to say “the posture of many companies is to be reactive, not proactive. Boards at reactive companies find themselves conducting searches…an undertaking that most directors find extremely challenging. Though executives in senior positions at other companies may be ‘proven products,’ bringing them in does not guarantee successful leadership.”

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“The worst mistake a leader can make is to fear another will outshine their talents. Successful leaders surround themselves with the best and brightest.” — GAYE STEINKE • General Manager Park Hyatt Beaver Creek - Allegria Spa • Beaver Creek, Colorado

Leadership Qualities Beverly Fox-Crismond, spa director at One Ocean Resort Hotel and Spa on Atlantic Beach in Florida, says that spa owners need to be on the lookout for employees with skills that are hard to teach. “To be engaging is hard to come by,” she says, “but everything else that comes with leadership, such as marketing and budgeting skills, is teachable. A great leader for the spa industry is someone who feels most comfortable in putting the well-being of both guests and employees high on their priority list.” She adds that, in identifying future leaders, she looks for three primary qualities: a thirst for knowledge, ability to keenly listen and ability to handle themselves well in stressful situations. Another thing that cannot be taught in a classroom or in a textbook is passion for the spa industry. That is a sentiment echoed by Arnaud Dieutegard, spa director at the Four Seasons Bora Bora in Indonesia. “Future leaders are a project not just an idea, but without passion, nothing else really matters,” he says. “Future leaders also take ownership of challenges and mistakes and resolve them with long-term solutions.” For leaders with good succession plans, spotting potential future leaders is something that starts even before a new associate is hired. Gaye Steinke, general manager of Park Hyatt Beaver Creek – Allegria Spa in Beaver Creek, Colorado, says she specifically looks for potential hires with the ability to take initiative, naturally invoke trust and with a sense of compassion to serve others. “First, maintain a ubiquitous search for talent both inside and outside your organization and develop relationships with potential staff before positions are even open,” says Steinke. “Second, consider using advancements in technology and psychology. We use a Predictive Index tool to overlay the

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talents we seek with the candidates seeking employment to the needs of the position. We also use the tool to identify behaviors in the existing work force to promote the right associate into available opportunities throughout the company.” Focus on Training Spotting that initial leadership ability is perhaps the hard part, but just because a business owner may not feel that any of their staff is showing that potential does not mean it isn’t there at all. Training is a very important next step, something that can spark a passion that may not have been previously apparent in a junior staff member. Fox-Crismond says that having a plan in place to develop, train and spot talent is crucial. “Our training starts on day one. When we see potential, we challenge that individual and train to achieve promotion. Once a candidate is acknowledged, a very goal-oriented training plan is put into effect. Every aspect of the position is carefully dissected and

explained to the employee. Role-playing and hands-on training are very important to training leaders.” As she puts it, an employee that displays a “thirst for knowledge” is someone who needs to be nurtured for future leadership. Seeking leadership potential internally is something every spa should consider, especially among small day spas wherein the number of workforce may be lean. The prospect of hiring externally is often a challenging prospect. Owners and managers need to be on the lookout for staff members who show potential not only in how they deal with customers but also in how they deal with stressful situations. Four Seasons also has an intensive Manager in Training program in place for future leaders, which is designed to give potential leaders the tools they need to accelerate their careers and succeed as future leaders. “We have a monthly training schedule to develop all employees, as well as a web-based platform with video and training courses available. We also have a mentorship

program which is very successful,” Dieutegard says, adding that Four Seasons also conducts an annual review of performance in order to establish and assess the staff development plan. Learning Opportunities Without continued training, any business manager or owner may find themselves unable to fill a leadership role when they themselves cannot do work, potentially a disaster for any business. Therefore, the importance of preparation cannot be overstated—“it won’t happen to me” is not a convincing or wise business plan. While training is more formal (and still very important), nurturing future leaders with the kind of soft skills they will need to develop must not be overlooked. Giving talented staff a little bit of extra responsibility and a little bit of extra incentive gradually over time will allow further assessment of their skills and their readiness to assume even more responsibility.

“Future leaders take ownership of challenges and mistakes and resolve them with long-term solutions.” — ARNAUD DIEUTEGARD • Spa Director Four Seasons Bora Bora, Indonesia

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“First, let them learn by doing,” adds Steinke. “We learn the most through experience—not only the successes but also the mistakes. Provide fair and timely feedback. Encourage and support them to stretch beyond their comfort zone. Let them know how much you care. Be there to celebrate the good and support through the challenging times.” Like Steinke, Dieutegard stresses the importance of staying close to the team and being receptive to feedback. “Take good feedback at heart, and the bad to the head,” he says. Allow Them to Shine Taking the right approach to hiring can make all of the difference between a successful succession and talentspotting operation and one that will breed failure. Sometimes managers and owners of businesses take what might be called a “bar hopping” approach to it, by surrounding themselves with less talented people to make sure they are never eclipsed. It’s a huge mistake, one that will come back to

haunt an owner or manager in the event of actually needing reserves in leadership. “The worst mistake a leader can make is to fear another will outshine their talents,” says Steinke. “Successful leaders surround themselves with the best and brightest. It is also a major misstep to fall into the trap of rewarding promotion by seniority rather than evaluating the traits needed for the position. Leaders need to take time to listen and learn from staff to uncover hidden talents in the workplace.” Overall, Steinke is optimistic about the next generation of spa leaders. “Their grasp of technology, their pursuit of work/life balance and their expectation for companies to give back—all of these bear well for the future. I would encourage them to be present. The smartphone and technology can be a distraction to careful listening and dialogue,” she says. “Finally, I would urge them to exercise some patience in their pursuit of upward mobility and mindfully evaluate their progression with their head, heart and intuition.” n

“Our training start on day one. When we see potential, we challenge that individual and train to achieve promotion.” — BEVERLY FOX-CRISMOND • Spa Director One Ocean Resort Hotel and Spa • Atlantic Beach, Florida

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CREATING A ZONE Handling Office Politics and Workplace Drama

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et the tone right for the rest of the year by committing to a dramafree workplace and learning the management skill sets needed to handle office politics and gossip. Whether one admits it or not, office politics and workplace gossip is a fact of life in any organization. Anytime we work with others, thereâ&#x20AC;&#x2122;s always the possibility that BY conflict and workplace drama may arise. The ANDREW challenge for any good leader is to create work DEWSON environments that do not allow counter-productive practices, like gossiping or playing office politics, to flourish and become part of the daily work culture. But how exactly do you do this? Start by being honest, transparent and keeping an open line of communication with staff members. Often, office gossip occurs because team members are kept in the dark about important work issues that may impact them, leaving them feeling the need to fill the void with unfounded speculations. Good leaders set good example. In order to create a gossip-free zone, make sure that you treat everyone fairly. Playing favorites could easily be a source of frustration among staff members, leaving them more likely to create conflict.

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Recognize the sources of office gossip and politics. To create a drama-free work environment, it is crucial to recognize the source and reasons behind the office gossip. Sarah Carroll, assistant general manager of Cooper Fitness Center and Spa in Dallas, Texas, thinks staff compensation and entitlement is a common source of office politics. Gossip that is more personal and damaging in nature may sometimes be driven by resentment over salaries, whether staff members think a veteran employee or a young and inexperienced upstart is paid more than the rest of the team members. That said, there are other causes of gossip that have nothing to do with compensation. Inter-staff relationships, professional and personal, can also be a major source of friction. Lynda Pappas, owner and manager at Skin Deep Day Spa in Crampton Hills, Illinois, says bad attitudes and a lack of respect among colleagues are particularly prevalent when gossip and politics go sour. “We do not discourage our staff from being friends outside of the workplace, far from it, but problems can occur when friendships outside the spa go bad. There need to be clear boundaries within the workplace to make sure that disagreements outside of work are not carried into the spa.” The work of a spa professional is so personal that the results of gossip and office politics can be easy for a client to

spot, making for a potentially unsatisfactory spa experience for a client. “When employees are consumed by gossip instead of their jobs, their attention is not focused entirely on their clients, so the performance and reputation of the whole spa can be impacted,” says Pappas.

Understand the impact on team members. If you can understand the possible sources of gossip in your business, the next step is to consider how that gossip might impact individual team members. Carroll says she tries to customize her response to each incident of gossip depending on the people involved and the nature of the complaint. “We all know that politics and gossip could exist,” she says, “so I try to think through each scenario before communicating with the parties involved. How I handle issues, how I think through each scenario and how I use the correct tone and message helps me to overcome obstacles.” Decisions made by management, whether they are related to gossip and office politics, must be clearly and generously communicated in order to prevent further misunderstanding and rumor. There is little point in tackling gossip if by doing so the result is a “them versus us” mentality in the workplace. Carroll adds that “as managers, we have (CONTINUED ON PAGE 51)

SARAH CARROLL Assistant General Manager Cooper Fitness Center and Spa, Dallas, Texas

“If everyone is working hard toward a positive company culture, one that gives guests the kind of welcoming atmosphere they seek in a spa, gossip should not be a crippling problem.”

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LYNDA PAPPAS Owner and Manager Skin Deep Day Spa, Crampton Hills, Illinois

“There need to be clear boundaries within the workplace to make sure that disagreements outside of work are not carried into the spa.” to understand the perception of the audience before delivering the message. Our tone, approach and style can make a huge difference in our message being a help or a hindrance.” Tackling negative gossip is important, but tackling it in the wrong way can make the problem worse.

Take gossipers to task. Perhaps the single most important method of tackling gossip is to nip it in the bud before it becomes a major headache. Easier said than done perhaps, but having a plan in place and being able to put it into action are crucial steps. Don’t start wondering how to deal with it when it happens—wonder how to deal with it before it happens. “We provide positive encouragement in the on-boarding procedures. As a part of the hiring process, we communicate to potential hires that we value reliable and honest teammates with integrity,” Carroll says, adding that all new hires attend the spa’s New Teammate Orientation which touches on topics like sexual harassment and employee behavior guidelines. Like Carroll, Pappas deals with office drama by ensuring that team members are aware of the spa’s no-gossip policy. “When a new employee joins our spa, I have them sign a contract that

includes a commitment to make the spa a no-gossip business, so everyone is fully aware of the rules from their first day on the job. I also tell them clearly that if a problem should come up, they are encouraged to talk to me so that we can resolve the matter,” she says. It is also important for managers to set a good example to staff members when it comes to gossip. “If everyone is working hard toward a positive company culture, one that gives guests the kind of welcoming atmosphere they seek in a spa, gossip should not be a crippling problem,” says Cooper. “By focusing on the things that we can have a positive impact upon, we can reduce the impact of anything negative. However, the extra pressure is on those in management positions to be a model of and to uphold the company’s values and mission.”

Send out a strong message. Sending a strong and consistent message that gossip and office politics are not tolerated helps get the message across to employees. When it comes to disciplinary actions, it’s important to communicate them early and clearly. “If a situation comes to my attention, I call all parties into my office and we discuss the issue until we reach a resolution. If the

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Common Scenarios and How to Handle Them PROBLEM: One employee complained that a new employee was getting more new clients than he/she is. SOLUTION: Pappas suggests bringing employees into the office to discuss how new clients are being scheduled. “I pointed out that the new employee had brought many of her own clients to the spa and was doing an outstanding job of self-promoting. Both employees then discussed how to self-promote together and now both are helping to grow their own client base, which in turn helps the entire spa.

PROBLEM: Employees feel that one employee is treated more preferentially than others.

behavior persists, we have a disciplinary process in place that can (but thankfully, very rarely) result in dismissal,” Pappas says. She says staff members need to show respect with each other, first and foremost. “I don’t allow staff to make disparaging remarks about anyone that they work with, least of all management,” she says. “A while ago, we had an issue with an esthetician who had been making comments about a manager in front of customers. When confronted, she resigned rather than face disciplinary action. While that’s not an ideal situation, it sent out a strong message to everyone. Not only to those inclined to gossip, but also to those who are the victims of gossip. They need to know you have their back.” The spa industry has long been a leader in staff training and development. What has changed over the last decade is the subject matter of that training—it’s not just about how to book customers in for a treatment and it’s not just about how to use equipment properly and efficiently. Copper says that spa owners and managers should also look at training staff for the emotional, human side of working in a spa environment—and that includes how to handle gossip and politics. n

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SOLUTION: Have a meeting with each team member in order to get the opinions of the entire team as a whole. “By meeting with each team member individually, I was able to demonstrate their value to our team and make them feel that they were equal contributors to the team with their unique skills and abilities,” Pappas says. “Goals have been set for the team members and when the goals are met, an award is presented and financial incentives are offered. This allows each team member to strive for further excellence and recognition based on objective factors. In all such circumstances, a win-win scenario is established.”

CLICK to read more about this year’s ISPA Foundation Mary Tabacchi Scholarship recipients.

A Day in the Life! BY CHRISTINA BUSWELL

The life of a spa professional is a continuous cycle of daily responsibilities that help make the spa world go round. Pulse asks ISPA members to give us a sneak peek into their daily lives to help us understand the roles they play and the difference they make on a daily basis.

Here’s a look at her typical work day:

★ 9 am Starts the day by purifying and

PAM LANCASTER Master Healer, Awakening the Divine Self Miraval Resort & Spa, Tucson, Arizona

amela Lancaster—along with her business and life partner, Dr. Tim Frank—leads Miraval Resort & Spa’s “Awakening The Divine Self” healing retreat. “What drew me to Miraval Resort & Spa in 1999 was the opportunity to be a part of a property and team that was focused on mindful living—a practice I learned appreciation for at a young age and wanted to share with others,” says Lancaster. The retreat is part of the services offered by the couple’s “Awakening the Divine Self” company, which they launched in 2013. During the immersion experience, Lancaster and Frank incorporate a number of ceremonial activities and treatments, including the Shuniya Sound Ceremony, Himalayan Sound Bath, Spirit Essence and Spirit Flight. “On a daily basis, what takes up most of my time is making concerted efforts to ‘be present’ and in the moment for the guests in a particular session, and making sure that the ceremony being led is striving to be a clear conduit of compassion and wisdom,” Lancaster says.

sanctifying her session space. To do this, she does a short yoga kriya series of movement and meditation to set her intentions for the day. ★ 10 am Retrieves her schedule and organizes the tools she need for the retreat, which often include an intensive setup and break-down process. Each retreat often requires moving gongs, unpacking 175-pound Himalayan Bowls, tuning forks and bio matts. “On average I see about four to six private clients per day in a variety

of sessions. Many of these sessions utilize sound healing like Tibetan Chakra Balancing, Spirit Essence Ceremony and Shuniya Sound Ceremony.” ★ 2 pm Co-facilitates group healing ceremonies with Dr. Tim Frank, including the Chrysalis of Sound and the popular Himalayan Sound bath. “People are now realizing the power of sound and its ability to help individuals quiet the mind,” she says. “Sound, vibrations and visualization are powerful tools to assist in setting a frame of reference for a quiet mind.” ■

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What is the most challenging part of your job?: “Operating within the time constraints of a particular ceremony or treatment session is always challenging. People come to me, often with specific reasons, and it can take some time getting to the core or root of an issue and bringing light to the situation as well as identifying healing tools for the person to take home.”

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What is the most rewarding part of your job?: “The fullness in which I am able to show up is most rewarding. This creates a magnificent space of allowing things to be revealed. When things are revealed without judgment, they begin to be healed. Every day I am given the opportunity to be my authentic self and hold the invitation for others to do the same. Through a self-discovery process of self-acceptance, we weed out that which no longer serves and plant seeds that help you remember to celebrate life.”

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ASK THE EXPERT

NADEJDA POPOVA

NADEJDA POPOVA, Euromonitor International’s senior analyst – travel, brings to light findings from the Global Consumer Trends survey to highlight global attitudes toward health and fitness as well as pinpoint emerging consumer trends changing today’s retail landscape.

PULSE: Euromonitor International’s Global Consumer Trends survey identified young men and women’s global attitudes toward health and fitness. Can you provide some key insights from this research? Nadejda Popova: Exercise and physical activity, in general, is an important part of life for many global consumers, helping them stay both happy and healthy. In line with this sentiment, Euromonitor International’s Global Consumer Trends survey revealed that over 60 percent of global respondents get regular exercise. Among those who exercise, most participate in some sort of sport or gym workout and a majority at least occasionally walk for exercise. Complementing their higher self-health assessment, consumers in emerging markets typically report getting more exercise than those in developed countries. P: In general, how frequent do respondents exercise or perform physical activities? P: A majority of global online consumers self-reported that they exercise at least weekly. Sixty percent say they participate in a physical activity at least once a week. Just six percent say they never exercise. Emerging market consumers are slightly more likely to exercise at least weekly while 62 percent say they exercise at least once a week compared to 56 percent of those in developed markets. In the U.S., 69 percent of online consumers say they workout at least once a week. Frequent exercisers, those exercising almost every day, make up just under one third of global online consumers. Men are slightly more likely to report exercising almost every day; 31 percent do so compared to 26 percent of women. Indian consumers are the most likely to incorporate exercise into a daily routine. Over four in 10 make time almost every day for physical activity. On the other hand, Japanese, German and French consumers are the least likely to be frequent exercisers. 54 PULSE

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P: Based on data from the survey, how does the female segment view their own personal health? P: On the whole, female respondents under the age of 30 perceive themselves to be in good health. On a scale of one to 11, 71 percent rated their health from eight to 11 while just six percent rated their health from one to four. French and Brazilian women were most likely to consider themselves to be very healthy, with 41 percent of French and 40 percent of Brazilian women under 30 years old giving their health a 10 or 11 on the scale. Despite having the lowest female obesity rate, the longest life expectancies and among the healthiest diets in the world, Japan scored lowest in terms of the number of under 30-year-old females perceiving themselves to be very healthy (15 percent). Young women in the U.K. and Germany were also among the least likely to say they were very healthy (18 percent and 19 percent, respectively). This may be related to the high levels of overweight and obesity in these two countries. P: Euromonitor International’s research has also identified “Global Participative Sport as Consumption” as a key trend for 2016. Can you elaborate on what exactly this trend means? P: Extreme and adventure sports have enjoyed a surge in popularity over the past decade or so, with a growing number of consumers seeking a greater dose of adrenaline in their leisure activities. A reaction against increasingly sedentary lifestyles and an increased desire for experiential consumption are both playing a role in this. There are also a growing number of adventure race/triathlon hybrid events, combining cycling and running with kayaking, rather than swimming, for example, in addition to military-style obstacle courses, such as Tough Mudder. The popularity of obstacle races is part of a broader trend toward “functional fitness,” which encompasses the likes of CrossFit and boot camps. In a similar vein, trail

running and open-water swimming are both growing in popularity. The boundaries between outdoor extreme sports and indoor, gym-based activities are also blurring, as illustrated by the growing popularity of indoor climbing walls. P: “Work-Life Balance” is another growing trend for 2016. Why do you think there’s a growing interest in finding balance in both areas? P: Leisure time is forever being squeezed, due to work, commuting and family commitments and an “on-call” culture. According to data from the Organization for Economic Cooperation and Development, Denmark and Spain enjoy the highest amount of leisure time (16.1 hours), while Turkey and Mexico devote only 13.4 hours and 13.9 hours to leisure, respectively. Euromonitor International’s global Middle Class Home survey found that the preferred activity outside the home was shopping (50 percent). A decline in leisure time, combined with a desire to communicate achievements via social media, means that consumers are taking a greater interest in experiences over possessions (e.g., music or food festivals, yoga classes, sporting events). P: Is there a specific consumer group that is primarily driving the change in how businesses promote their brand or operate their businesses? P: Millennials—defined as consumers with ages 25 to 34 years old—represent a sizable demographic, ranging from 11 percent of the population in aging Japan, to 18 percent in more youthful markets, such as Vietnam and South Africa, to 31 percent in extreme cases, such as the United Arab Emirates, where there is a large group of workforce age expats present. Millennials are a key target audience for a large number of companies, due to their spending power and influence. P: In terms of beauty and skin care, which trends in these categories do you anticipate to gain momentum in 2016? P: Skin care, the industry’s largest category, will continue to embrace innovation inspired by Asia both in terms of product benefits but also expansion of the beauty routine, which is paramount to sustaining market growth. China is predicted to lead in terms of absolute growth in skin care, followed by Indonesia, which is set to join the top 10 global leading skincare markets by 2019. Saudi Arabia is expected to be the third

On Disease Prevention and Well-being

uromonitor International’s Global Consumer Trends survey revealed that taking health supplements for disease prevention and well-being is very common among women respondents under the age of 30. Some key data include:

71%

Percentage of female respondents under the age of 30 who say they take health supplements or vitamins. However, in this age group, only 15 percent say they take supplements daily.

67%

Percentage of females in the younger segment (with ages 15 to 19) who say they take supplements, but only 12 percent in the younger segment take it daily.

70%

Percentage of women between 20 to 29 years old who say they engage in stress-busting activities like meditation and massage at least once a month.

12%

Percentage of Indian women who say they do stress-busting activities almost daily, while in contrast, 12 percent of Chinese women say they never do stress-reducing activities.

largest contributor to absolute growth in premium beauty, largely driven by premium fragrances and growing penetration of premium skin care. With market saturation and the need to re-invigorate brand equity in a highly competitive landscape, brands need to boost their portfolios with products in highgrowth areas and niche and untapped product segments. This has meant tapping into more personalized and customized solutions, both regionally and in terms of product tailoring; adopting cross-border trends and concepts, as well as increased digital efforts to reach out to new connected consumers. n January/February 2016

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SUCCESS STORIES

Inspiring Tales of Startups, Growth and Overcoming Hardships

BREAKING NEW GROUND ERIC GHEDIN

CEO • Silhouet-Tone Ltd. • Doral, Florida

hen Silhouet-Tone Ltd. was founded by Alphonse Ghedin in 1965, the company broke new ground. “At that time, there were no spa equipment manufacturers in North America. My mother owned a beauty school and needed equipment. Rather than importing from Europe, my father volunteered to design and manufacture the equipment and furniture. Silhouet-Tone was born from those initial efforts,” says Silhouet-Tone Ltd. CEO Eric Ghedin.

Early Challenges Being the first in the spa industry proved to be a double-edge sword. On the one hand, it allowed the company to set the standards and lead the way as a trailblazer in spa equipment manufacturing in the North American market. On the other end, it proved to be challenging to invent the wheel as there were no “proven and tested” paths to follow, especially since the spa industry was very much in its infancy stage during the 1960s. Then, in the 1980s, the company had to overcome a whole new set of hurdles with its expansion into the U.S. market. “This time period really pushed our organization to learn to ‘think big’ in terms of production and sales,” he says. Nurtured for Growth Looking back at the company’s growth, Ghedin says SilhouetTone Ltd. has coursed through the same path of growth as the spa industry itself. “Our growth has truly followed the development of the spa industry. From a [fledging] industry in the 1960s and 70s, the spa business became much more structured in the 80s. In the 1990s and early 2000s, spa and wellness commerce skyrocketed not only in the United States, but also in export markets, such as in Asia and Europe. Our sales have followed the same trends over time,” he says. He attributes much of the company’s success to its ability to put its clients’ needs first. “Silhouet-Tone has always known that our most useful marketing tool is our own clientele; therefore, it 56 PULSE

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is important to listen to those working in the field. We pride ourselves on maintaining close contact with those who use our products and we listen to their needs,” he says. In addition, Ghedin says that, while the company embraces technology, they have always been wary on fast trends. “We find that promoting proven technologies, such as microdermabrasion, has always won out over fads and fast trends. We have built a solid reputation by marketing products with staying power,” he says. Meeting Demands Being able to adapt to changing market demands was critical to the company’s longevity, which marked its 50th-year anniversary last year. “Many spas are now operating up to 80 hours a week. With such a demanding schedule, equipment and furniture pieces need to be both reliable and long-lasting. Furthermore, downtime is non-existent, so service must be fast and efficient,” Ghedin says. He adds that two things are top priority for the company: quality and after-sales service. “Our clients always have our support, and can trust that our equipment will never be the disposable type.” He learned from past lessons never to compromise quality. In looking back at failures that helped the company raise its standards, he recalled of a collection of smaller failures. “The most immediate examples that come to mind are keeping staff members who are no longer beneficial to the growth of the company and accepting inferior materials from our vendors. Every aspect of our business affects the end-user, and this has proven to be a weakness if overlooked,” he says. In thinking into the future, Ghedin sees positive growth ahead. “With the economy on the rise and the wellness industry growing rapidly, Silhouet-Tone has plans to experience a 15 percent growth annually. Spa has become so much more than a luxury. For a large portion of the population, it is truly part of a balanced and healthy lifestyle. This is a major shift in the way people think, and we believe this will have the staying power to catapult the spa industry to new heights.” ■

ISPA FOUNDATION

FOUNDATION

2016 ISPA FOUNDATION BOARD OF DIRECTORS OFFICERS CHAIRMAN Frank Pitsikalis ResortSuite VICE CHAIRMAN Sharilyn Abbajay Red Door Spas

DIRECTORS Todd Shaw ISPA Vice Chairman

resh from their ISPA Conference & Expo experience as 2015 ISPA Foundation Mary Tabacchi Scholarship recipients, Anne-Liise Verpson and Taylor Toreno talk about the importance of the ISPA Foundation’s work, the benefits of being part of the ISPA community and the how they think the scholarship can help propel their spa career in the future. Pulse: How important is the ISPA Foundation’s work to the spa industry? Verpson: I admire the ISPA Foundation’s generosity in supporting newcomers with an incredible

scholarship, which will help passionate novices who enter the spa world work on reaching their career dreams and contribute to the development and sustainability of the spa industry. Toreno: The ISPA Foundation’s work is crucial because we need to have [reliable] research about the spa industry.

Michael Tompkins ISPA Chairman

P: What do you view as the most beneficial part of being involved in the ISPA community? V: For 25 years, ISPA has successfully offered a common ground for people with a similar mindset

Lynne McNees ISPA President

to work toward the future developments of spa business and network with spa professionals around the world. T: The most beneficial part is the connections you can make. The networking experience and the opportunity to learn from fellow spa professionals are truly priceless.

MEDICAL ADVISOR Brent Bauer, M.D. Mayo Clinic HONORARY BOARD MEMBERS Ruth Stricker The Marsh, A Center for Balance and Fitness Deborah Szekely WELLNESS WARRIOR

The ISPA Foundation wishes to thank the following supporters for their generous contributions: LUMINARY

Ruth Stricker BENEFACTOR

Dr. Howard Murad PATRON

Massage Envy Franchising, LLC Red Door Spas

P: In what way do you think the scholarship can help you in your future spa career? V: The connections that were established during the ISPA Conference will be, undeniably, the

biggest asset for my future spa career. Being awarded with the scholarship has given me a strong boost of self-esteem. Having the support and trust of the ISPA family inspires and motivates me to make an effort to succeed in the spa world. T: The scholarship has helped me financially to complete my degree but I have also been given a mentor to help me. Now I have someone to learn from. I love this aspect because I am the first one in my family to attend college. Also, the networking and connections I will make from being a part of the ISPA family are incredible. P: What is your favorite ISPA Conference & Expo memory? V: I remember the feeling of warm welcome and full acceptance since the very first meeting with

ISPA members. Being accepted into the ISPA family, discussing possibilities of working together, being praised about the scholarship achievement, and even being referred to as “an inspiration” are memories I will utterly cherish. T: My favorite ISPA memory would have to be walking across the stage and having thousands of people hear my name and watch me accept the award. It was the proudest moment of my life. n CLICK to read more about this year’s ISPA Foundation Mary Tabacchi Scholarship recipients. January/February 2016

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LONDONTOWNUSA.COM | 1.212.889.2800

PRODUCT REFRESH

PRODUCT SPOTLIGHT Hit refresh to your retail area product collection with a mix of new ISPA member products and latest releases for 2016.

4. Viora’s V30 multi-technology platform provides the most advanced technologies within one platform for quick, safe, painless and reliable results. VIORAMED.COM | 1.888.415.1192

5. This Verve Jewelry double-layer necklace is made of 18K gold fill, labradorite and crystal quartz. VERVEJEWELRY.COM | 1.323.496.0994

5 6

6. Part of SpaRitual’s limited-edition Yuzu Rose collection, the Yuzu Rose lip gloss edition comes in four new shades (Pure Bliss, Sweet Love, Happy Day and Shine On) and a new scent. Made of certified organic ingredients, the lip gloss collection is set to hit shelves on February this year. SPARITUAL.COM | 1.818.988.2228 7. L’Essence Des Notes’ high-concentration Eau De Parfum Pamplemousse Basilic is made in

Grasse, France, the cradle of France’s haute parfumerie. The fragrances are dermatologically tested and distributed exclusively through luxury spas and boutiques. ESSENCEDESNOTES.COM | 1.561.472.0839 8. Perk™ is the world’s first hybrid skin system from the makers of the award-winning HydraFacial MD® Edge Systems LLC. SKINHEALTHFORLIFE.COM | 1.800.603.4996

9. Sonäge Skin Care’s R&R Peptide-Packed Eye Serum is an ultra-rich intensive eye treatment ideal for

reducing fine lines, wrinkles and puffiness, increasing elasticity in the skin, strengthening capillaries, brightening the entire eye area, fading dark circles and rejuvenating tired eyes. SONAGE.COM | 1.800.883.5341

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10. Back Label Design Parliament creates loungewear with the finest materials, like Sea Island Cotton and Cariaggi Cashmere, and nourishing elements such as milk proteins and seaweed. Handcrafted in Italy, each piece is uncompromised, using the finest, raw, locally sourced materials. Free of harsh chemicals, every fiber is safe for bare skin. BACKLABEL.COM | 1.402.689.3661

he monthly ISPA Snapshot Survey provides ISPA members the opportunity to participate in and access useable and relevant industry research. The November 2015 ISPA Snapshot Survey explored spa gratuities and service fees.

In this survey, 45 percent of all spas member respondents reported having automatic services

fees/charges. Respondents were then asked to identify the fee or service fee percentage as well as the percentage that goes to the service provider. The wide variety of responses ranged from 12.5 percent to 23 percent, with several different breakdowns of the percentage that goes directly to the service provider. It was revealed that many spa members feel guests can have difficulties differentiating between service fees and gratuities. The chart below shows efforts that are made by spas to encourage guests to leave a gratuity.

STAY-IN-THE-KNOW about trends and hot topics in the spa industry by completing the monthly ISPA Snapshot Survey. With your participation, you’ll receive the full report filled with insights from your spa industry peers. Keep an eye on your inbox for next month’s survey.

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ISPA NEWS

JANUARY/ FEBRUARY January is...

Participate in the New U.S. Spa Industry Study

●

National Mentoring Month

●

National Blood Donor Month (U.S.)

●

Birth Defects Prevention Month

●

Hot Tea Month

e sure to keep an eye on your inbox for an email inviting you to participate in the latest U.S. Spa Industry Study. Your participation helps to ensure that we provide you with a most comprehensive picture of the current state of the industry. As a thank you for taking part, respondents will receive a complimentary digital copy of the Compensation Supplement when the new research is released. For questions about the research, email ispa@ispastaff.com.

2016 ISPA Buyer’s Guide After a successful debut last year, it’s time for the newest issue of the printed ISPA Buyer’s Guide to be released. This all-in-one-shopping resource will easily identify ISPA resource partners who carry the latest and greatest products in the industry. In addition, there will also be access to a digital copy of the Guide online. Be sure to utilize this valuable tool to grow your spa connections.

NATIONAL MENTORING MONTH

1 15 22 26 29

ISPA office closed for New Year’s Day Time to participate in the January Snapshot Survey Last day to complete January Snapshot Survey Australia Day

January Snapshot Survey results released

February is... ●

American Heart Month

2 9 14 19 26

Groundhog Day

Mardis Gras

Valentine’s Day

February Snapshot Survey open for participation February Snapshot Survey closes

2016 Conference ISPA & Expo Sept. 13 – 15 Tuesday – Thursday

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THE VENETIAN, LAS VEGAS, NEVADA

ISPA STAFF VISION

To be the leader in

promoting and enhancing the well-being of the spa industry

Proudly serving ISPA and the ISPA Foundation

Lynne McNees • President lynne.mcnees@ispastaff.com 1.859.226.4260

Briana Lee • Project Manager briana.lee@ispastaff.com 1.859.219.3527

Crystal Ducker • Vice President of Research & Communications crystal.ducker@ispastaff.com 1.859.226.4427

Mae Mañacap-Johnson • Editor mae.manacap-johnson@ispastaff.com 1.859.425.5062

and the people it serves.

Megan Browning • Marketing Manager megan.browning@ispastaff.com 1.859.219.3549

MISSION

Jennifer Duckworth • Senior Director of Events jennifer.duckworth@ispastaff.com 1.859.226.4254

ISPA advances

the spa industry by providing invaluable educational and networking opportunities, promoting the value of the spa experience and speaking as the authoritative voice to foster professionalism and growth.

Tara Finn • Sales Manager tara.finn@ispastaff.com 1.859.226.4372 Sarah Harmon • Customer Experience Manager sarah.harmon@ispastaff.com 1.859.219.3512 Allie Hembree • Public Relations Manager allie.hembree@ispastaff.com 1.859.425.5072 Kerri Keefer • Director of Exhibitor Relations kerri.keefer@ispastaff.com 1.859.226.4207

Allison Martin • Membership Account Executive allison.martin@ispastaff.com 1.859.226.4334 Tara Salah Eldin • Project Coordinator tara.salaheldin@ispastaff.com 1.859.219.3615 Amber Phillips • Events Manager amber.phillips@ispastaff.com 1.859.226.4420 Ashley Roberts • Project Coordinator ashley.roberts@ispastaff.com 1.859.219.3621 Samantha Smith • Project Manager samantha.smith@ispastaff.com 1.859.219.3619 Elyse Vincent • Membership Manager elyse.vincent@ispastaff.com 1.859.226.4314

AD INDEX ISPA would like to thank the following Pulse advertisers for their support of the association: Älsa Energy 61 1.844.438.2572 alsaenergy.com

FarmHouse Fresh INSERT 1.888.773.9626 farmhousefreshgoods.com

Nelly De Vuyst 47 1.800.263.8888 derme.ca

Biotone Professional Massage and Spa Products IBC 1.800.445.6457 biotone.com

Fitness on Demand 37 1.877.474.0505 fitnessondemand247.com

Philip Stein Holding, Inc. 1.855.533.3939 philipstein.com

Bon Vital 11 1.800.253.6466 bonvital.com Éminence Organic Skin Care 1.888.747.6342 eminenceorganics.com

IFC, 1

EuroSpa Aromatics 41 1.800.395.6478 eurospaaromatics.com ESPA International 5 1.888.705.0102 us.espaskincare.com

HydraFacial MD – Edge Systems LLC 1.800.603.4996 skinhealthforlife.com

8, 9

HydroPeptide 13 1.800.932.9873 hydropeptide.com Impact Cryotherapy 404.445.4992 impactcryo.com

Phytomer Group Brands 1.801.284.8200 phytomerusa.com

ResortSuite 3 1.866.477.8483 resortsuite.com 26

jane iredale – THE SKIN CARE MAKEUP BC 1.800.762.1132 janeiredale.com

SpaRitual 16, 17 1.818.988.2228 sparitual.com Sonäge Skin Care 1.800.883.5341 sonage.com

Bold indicates year-round Pulse advertisers and 2015 ISPA Conference & Expo Sponsors.

ISPA Welcomes New Members to the ISPA Community -RESOURCE PARTNER Blue Beautifly CelleClé Keratin Complex SPA Margaritaville Beach Resort Spa InterContinental Costa Rica Mauna Lani Spa - At Mauna Lani Resort Vis-a-Vis The Erno Laszlo Institute SPA UNDER DEVELOPMENT Anahara Spa STUDENT Julija Kazakova EDITOR’s NOTE: This includes new members from November 17, 2015 – December 14, 2015. You can access the online membership directory at experienceispa.com. 62 PULSE

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SOCIAL CONNECTIONS

Like a true community, let's make meaningful connections. Aimed at helping ISPA members discover each other, share one another's passions and inspirations, and hopefully kick-start warm introductions among peers, this section called Social Connections is all about building bridges. Share your passion with Pulse and see yourself featured in this section.

Husband-and-wife tandem Kate and Shawn Boyer work together to run their Miami-based apparel company, Anatomie. In this special Social Connections feature, Pulse asks the enterprising couple to share their personal favorites and inspiring pieces of advice. 5

3 1 2

2 6

3 4

4 KATE BOYER

■ CEO

SHAWN BOYER

■ CREATIVE DIRECTOR

1. Book currently reading: Good to Great by Jim Collins

1. Book currently reading: Healing ADD by Daniel G. Amen, M.D.

2. Favorite travel destination: St. Barts and Lake Como in Italy

2. Favorite travel destination: Lake Como in Italy

Fitness routine: Morning run or evening barre/yoga class 3. Most used app(s): Bank apps Favorite inspirational quote: “You are beautiful in your 30s, gorgeous in your 40s and irrestistible in your 50s.” – Coco Chanel Favorite musician: Barry White Can’t-live-without piece of accessory: Don’t own any!

Fitness routine: Cross-training and Vibrating from Stress 3. Most used app(s): Google Maps Favorite inspirational quote: Everybody is a genius. But if you judge a fish by its ability to climb a tree, it will live its whole life believing that it is stupid. 4. Favorite musician: The Rolling Stones

4. Favorite charity/cause to support: Children of Africa Foundation

5. Can’t-live-without piece of accessory: Rimowa Luggage

5. Inspirational business icon: Coco Chanel

6. Inspirational business icon: Richard Branson

Favorite charity/cause to support: Angels of Africa

Hotel amenity you can’t live without: Fitness gym

Hotel amenity you can’t live without: Bidet

Best piece of advice you’ve received: My late grandma once told me to “work, but work nicely, be like a star shining on the sky that people can look up to and be inspired.”

Best piece of advice you’ve received: Reach for the stars even if your feet drag in the trees. ■

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STYLING & PHOTO BY ECHOSTARMAKER.COM

“To improve is to change; To be perfect is to change often.” — WINSTON CHURCHILL

2016 is shaping up to be an exciting year of changes. Among a host of many changes happening, we welcome the addition of several wonderful new board members. It’s always happy to see the kaleidoscope of personalities come together and work effectively toward common goals. Additionally, several ISPA staff members have experienced exciting life changes that have enabled them to discover new passions and subsequently, leave our ISPA family (sigh). Obviously, we hate to see them go but we wish them well and happily introduce a few new faces to the membership at the 2016 ISPA Conference & Expo. Speaking of which, traditionally, our Conference is held in October but Las Vegas is a busy

FOLLOW ME ON TWITTER! @LynneMcNees

place this year and due to a crazy sequence of events, the 2016 ISPA Conference & Expo will be held September 13-15 (Tuesday through Thursday) at The Venetian. Changes are very fitting this year considering our Conference theme is “Innovate.” When you start planning from scratch, the sky is the limit, and that can be scary and exhilarating at the same time, but oftentimes it can push you outside your current way of thinking—which is always a good thing. Additionally, I have also experienced changes in my life that allowed me the chance to slow down and reflect on how blessed I am to have so many wonderful loves—my cute husband and doggies, a healthy family and incredible friends and colleagues. Thank you for the many reminders this year—I am forever grateful. With 2016 may be the year of change, let’s focus more on innovating and finding the “what could be” in these moments. How will you embrace your changes and innovate this year?

—LYNNE McNEES, ISPA PRESIDENT

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CONNECT WITH ME ON FACEBOOK! Lynne Walker McNees