Attendees hit the ground running on Wednesday morning, arriving bright and early to kick off day two of the 46th Annual INTIX Conference & Exhibition. With the city that never sleeps as their backdrop, many had spent the previous night soaking in Broadway lights, iconic sights or lively conversations with ticketing friends. Thankfully, the morning networking session, complete with much-needed coffee courtesy of iTickets, helped fuel another exciting day in the heart of New York.
After coffee and conversations, day two started with an INTIX Leadership Town Hall sponsored by Ticketmaster titled "Oh, The Places You'll Go!" — Navigating Change…Compliments of Dr. Seuss."
Adina Erwin, Executive Vice President of Business Operations at BSE Global and General Manager of Barclays Center, took the stage and had the crowd on their feet, leading them in a fun round of the hokey pokey.
Erwin shared that the Dr. Suess book inspiring her session title has been a longtime favorite. It all began with reading it to her kids, but she soon realized that it was their first self-help book and, ultimately, one of hers as well. It's fun and lighthearted, and it has quirky words here and there. "But it tells you exactly what you need," she said.
From there, Erwin shared stories from her early days in ticketing, beginning with her first full-time job at Blockbuster Pavilion (now PNC Music Pavilion) in Charlotte, North Carolina, in 1995. She also reflected on her earlier internship at the now-closed Charlotte Coliseum, offering a glimpse into her journey and the experiences that shaped her career. From there, she began to talk about the power of successfully navigating and leading change.
Case in point. After significant changes at Barclays Center during the pandemic, such as switching ticketing systems twice and rebuilding the team after the entire ticketing management staff resigned, Erwin quickly realized the importance of focusing on what could be controlled.
"There were a lot of decisions made that were not the decisions of the ticket office, but we had to manage through those decisions. So, we started to focus on what we could control," she explained. "We could control, of course, our attitudes towards the situation. We could control how we communicated internally about what was going on with our fellow colleagues so that they were empowered to assist the guest. And we could control how we manage the guest experience."
Erwin then turned the focus to the audience, asking how change had impacted them before inviting everyone to write with their non-dominant hand. The feedback: it took longer and felt frustrating.
To help navigate the challenges of change, including those feelings we had all just experienced, she recommended the book "Switch" by Chip and Dan Heath, which explores how resistance is often our biggest obstacle. She also shared an insightful perspective: while positive changes are seen as "choices," difficult ones are often viewed as "change." She explained that understanding your "why" can be the key to overcoming resistance and embracing transformation.
"I think it is good to understand what your why is and what your values are and be able to articulate them or have written them down," Erwin explained. "Sometimes you have to go back there. You need touchstones when you are dealing with change. One of the touchstones that I shared with you is understanding your visceral reaction to change [like when you wrote with your non-dominant hand] … Another touchstone is understanding your why. Why are you doing this? I'm doing this because of [my family]. At the end of the day, when it really gets hard, when change comes my way, I have to be quiet for a minute and say, this is why I am doing this."
Erwin also emphasized that we can help others navigate change by engaging their emotions and allowing them to see, feel, and act. People are more likely to embrace or support change when they have an emotional connection rather than when asked to make decisions based solely on data, for instance.
Maureen Andersen, President & CEO of INTIX (left), with Adina Erwin.
Adina Erwin (third from left) with ticketing team members from Barclays Center.
Exhibit Hall Morning Mixer
Wednesday morning was another perfect opportunity to make new connections, engage in valuable conversations, and explore the latest innovations in ticketing and technology at the Exhibit Hall Morning Mixer sponsored by VBO Tickets. Conferencegoers met with industry leaders, discovered top vendors, and advanced the day with fresh ideas to grow their businesses and professional circles.
Awards Lunch
INTIX honored its 2025 Awards recipients at the annual lunch sponsored by Allianz Partners, celebrating industry professionals whose outstanding leadership and expertise shine regardless of their position, location or organization.
Ricky Horwitz, Global Chief Sales Officer, Ticketing and Travel, Allianz Partners, addresses INTIX Awards Luncheon attendees.
Maureen Andersen, President & CEO of INTIX, thanked everyone who generously contributed to INTIX via our annual fund, the Chairman's Challenges, membership add-on donations, Giving Tuesday, our auctions and the Chairman's Circle Membership. Each year, 100% of all donations go to the PD&E Fund to provide scholarships for ticketing professionals from around the world to attend the INTIX conference. For this conference, 17 scholarships with travel and hotel expenses were awarded, and all 55 applicants were awarded INTIX memberships.
"Every year, we deplete the fund and then replenish it for the next year. We try to make our philanthropy fun," said Andersen, while reminding attendees that tickets for the 50/50 raffle draw were still available.
Josh Ziegenbusch, INTIX Board Chair and Chair of the INTIX Awards Committee, then took the main stage to host this year's awards ceremony. He welcomed the 2024 honorees who would introduce the 2025 recipients.
This year's honorees are:
Spirit Award — Margo Malone
The 2025 Spirit Award recipient is Margo Malone, Senior Manager, Ticket Memberships and Special Projects, San Francisco Giants, as voted by the INTIX membership. Each year, the Spirit Award recipient is an active INTIX member who exemplifies enthusiasm, camaraderie, participation and collaboration with peers and the industry.
Malone launched her Major League Baseball career in the early 1990s, starting as the team archivist for the then-expansion Florida Marlins. Her role expanded to include media relations, eventually leading her to serve as the Marlins' Manager of Baseball Information & Publicity. In 1998, she joined the San Francisco Giants' front office, bringing the same warmth, infectious enthusiasm and can-do spirit she now shares with the INTIX community.
Margo Malone.
Learn more about Malone and other 2025 INTIX Award recipients in our story "INTIX Honors 2025 Awards Recipients at 46th Annual Conference & Exhibition."
True Tickets Young Ticketing Professional — Hatti Simpson
Hatti Simpson, Head of Ticketing at London’s Nimax Theatres, has been named the 2025 recipient of the True Tickets Young Ticketing Professional Award. Presented annually, this award recognizes an INTIX member under 40 who exemplifies the future of the organization, the profession and the industry. Honorees demonstrate emerging leadership, innovation, exceptional customer care and strong critical thinking skills while upholding the core values of INTIX.
Simpson has been an INTIX member for six years. She brings over a decade of experience to the table, starting in ticketing in Cambridge and then London, spanning a variety of theaters, arts centers and live performance venues. Today, as she leads a "small but mighty … dynamic and driven" ticketing and sales team at the head office and seven West End ticket offices, her leadership is grounded in trust, respect and cultivating a supportive environment.
Hatti Simpson (center) accepted the True Tickets Young Ticketing Professional Award remotely.
Read more about Simpson's achievements in our feature article "INTIX Honors 2025 Awards Recipients at 46th Annual Conference & Exhibition."
Outstanding Ticket Office — Chapman University Ticket Services
Chapman University Ticket Services is the 2025 Outstanding Ticket Office. Presented annually, this award recognizes a ticket office renowned for exceptional customer service. The team must demonstrate outstanding collaboration, professionalism and a commitment to excellence while upholding the highest standards of accuracy and precision in both public and internal accounting responsibilities.
At Chapman University, full-time ticketing professionals are instrumental in shaping the next generation of industry leaders, contributing to the team's success and stellar reputation. These veterans mentor student employees, sharing their expertise, instilling core values, and fostering a culture of growth. With many work-study students juggling multiple jobs or stepping into their first professional role, this guidance and support make a lasting impact on their development.
Allison Aoun Bertram, Ticketing Services Manager, Chapman University Ticket Services.
Learn more about Chapman University Ticket Services and other 2025 INTIX Award recipients in our story "INTIX Honors 2025 Awards Recipients at 46th Annual Conference & Exhibition."
Outstanding Ticketing Professional — Marcy Edenfield
The 2025 Outstanding Ticketing Professional is Marcy Edenfield, Senior Director, Venue and Production Management, Duke University. This award is presented annually to an INTIX member who exemplifies excellence, precision, achievement, service and professionalism. The recipient also demonstrates consistent support for INTIX, its membership and its mission through involvement and participation.
With a quarter century of experience in ticketing, Edenfield's career began in the arts, where she worked in production, design and management. Her first introduction to ticketing came during her undergraduate studies through a part-time job with a regional arts organization. She then transitioned into various roles across three venues, gaining valuable experience in ticket office management, administration and front-of-house operations. But ticketing called her back during graduate school, where she focused on mastering the administrative side of the business.
Read more about Edenfield's career in our feature article "INTIX Honors 2025 Awards Recipients at 46th Annual Conference & Exhibition."
IMPACT Award — Jane Kleinberger
In addition to our annual awards honorees, INTIX was delighted to recognize Jane Kleinberger as its seventh IMPACT Award recipient. The IMPACT Award is given at the discretion of the INTIX Board Chair to recognize an individual, organization, or partner that has provided continuous, consistent, extraordinary and exemplary service and support to INTIX. The award acknowledges the lasting impact on our members and the live event ticketing industry.
Visionary, luminary, passionate, and legendary. These are just a few words often used to describe Kleinberger. A trailblazer in the ticketing industry, she co-founded Paciolan in 1980, became the company’s first female CEO, and continued to shape its future as an advisor until her retirement in 2019. While Kleinberger has earned numerous prestigious industry awards, it is her character, just as much as her accomplishments, that defines her legacy.
Jane Kleinberger.
Learn more about Kleinberger and her industry impact in our story "INTIX Honors 2025 Awards Recipients at 46th Annual Conference & Exhibition."
Patricia G. Spira Lifetime Achievement Award — Tracy Noll
INTIX's highest honor is The Patricia G. Spira Lifetime Achievement Award. The 2025 recipient is Tracy Noll, Director of Business Services at the Center for the Performing Arts at Penn State University. This award is given annually to a member who has consistently and measurably contributed to the standards of excellence in the ticketing and live event industry. The recipient has shown consistent dedication to the ongoing promotion, support and development of INTIX, its membership and its mission.
With over three and a half decades in ticketing and more than 30 years as a dedicated member and steadfast supporter of INTIX, Noll has been a constant source of reliability for her employer and the organization she "absolutely loves." She has worn many hats at Penn State throughout her career, demonstrating unwavering commitment and passion for her work and the industry.
Tracy Noll.
Learn more about the INTIX Award recipients in our feature story.
Gabe Johnson, INTIX 2025 Conference Chair, congratulated all the recipients as he took the stage to address attendees.
"INTIX 2025 here in New York City isn't done yet. We've had an incredible time, but it's time to pass the torch to what's next. Ladies and gentlemen, please join me in welcoming Lindsay Radic and Siobhan Steiermann, Co-Chairs of INTIX 2026, to the stage!"
Radic and Steiermann revealed that next year's conference will be held in the other entertainment capital of the world, Las Vegas.
"Now, before you start thinking, 'We’ve done Vegas before,’ let me tell you — this is no repeat and no mere encore,” said Steiermann. “INTIX 2026 will be an entirely fresh and elevated experience. Picture this: brand-new programming, incredible surprises and, of course, the unmatched energy of Vegas in January. You won’t want to miss it!”
In true Las Vegas fashion, next year’s conference leaders infused today’s announcement with excitement and surprise. Attendees were invited to look under their chairs, and four lucky individuals discovered stars taped to the bottom. Each of them won a prize. Then, all of a sudden, we heard a voice from the back of the room.
“Wait, wait, wait! Stop everything! Did I just hear my song? Oh, honey, you can’t talk about Vegas without me!”
And with that, Aquaria made a grand entrance, dazzling in pink and lip-syncing to Katie Perry’s hit “Waking Up in Vegas.” As the winner of RuPaul’s Drag Race and one of the stars of RuPaul’s Drag Race Live at the Flamingo Hotel in Las Vegas, she captivated the crowd with her incredible dance moves and electrifying presence.
Sweets and Surprise Boxes
At the Exhibit Hall Open with Dessert sponsored by Bravo Tickets, attendees enjoyed sweet treats with their INTIX peers.
At 3 p.m., attendees gathered in the Exhibit Hall balcony to grab an INTIX Surprise Box. Thanks to Cedar Packaging, surprises were revealed as purchasers opened a beautiful, reusable pocket folder. The gift inside was guaranteed to have a retail value of at least what the purchaser had paid, and many were much higher, too. The INTIX Surprise Boxes are part of the FUNdraising philanthropy program, benefiting the Professional Development and Education Fund (PD&E) in partnership with Roger Jones and Ken Solky.
Women in Ticketing
After the Exhibit Hall was closed, a big group of outstanding professionals from the Women in Ticketing community came together for a photo, continuing a beloved annual tradition at the INTIX conference.
Here is a sneak peek photo. Look at all those smiles! The official photos will be released in the Women in Ticketing Facebook group.
In the News
On Jan. 28, True Tickets announced a partnership with Steppenwolf Theatre, the world-renowned ensemble theatre company based in Chicago. This collaboration brings True Tickets’ innovative digital ticketing solutions to Steppenwolf’s legendary stage.
AXS and the Indian Wells Tennis Garden, home of the iconic BNP Paribas Open, have renewed their long-standing partnership. All tickets to the BNP Paribas Open are digital and managed through AXS’ ticketing technology platform.
The conference continues on Thursday with a roundtable general session on cultural intelligence, more educational workshops and time in the Exhibit Hall, and the closing keynote that welcomes Michal Lorenc back to the INTIX stage.
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