By the time Wednesday arrived, the INTIX community was fully in its groove. Some attendees had spent Tuesday night taking in a show or visiting area attractions. Others lingered over late dinners with colleagues. But it was clear that connections were deepening, conversations were getting richer and Exhibit Hall discoveries were carrying over into discussions as day two of the 47th Annual INTIX Conference & Exhibition got underway. Project Admission kept the momentum brewing, sponsoring the morning networking coffee break that kept ideas percolating.
After piping hot cups of java and more joyful conversations, attendees returned to the Paris Theater for an INTIX Leadership Town Hall sponsored by Ticketmaster titled "Women Leading the Show: The Power, Strategy & Future of Live Events."
L-R: Kristina Heney, Executive Vice President, Marketing, Media and Conferences at Oak View Group; Lisa Cecchini, Managing Partner at Situation Group; Betty Tran, President at FEVO, Amy Graca, Senior Vice President, Entertainment at Caesars Entertainment; and Angela Miles-Powell, Regional Vice President at Ticketmaster.
“We are going to start by looking at booking and the assumptions that are being made, what we're having to rethink today, and what demand is telling us early in that cycle. And then something we all know in this industry is that every touchpoint matters, whether the fan is in the best seat in the house or whether they bought for a discount,” said Angela Miles-Powell, Regional Vice President at Ticketmaster and the session moderator.
Amy Graca, Senior Vice President, Entertainment at Caesars Entertainment, talked about current booking challenges and her approach to opportunity and risk. “I have to be more agile. I have to be quicker. I have to use data more than I ever have, and that's not new in terms of data, but really having it available in a way that helps me make decisions quickly,” she said. Graca then touched on four points related to booking, including fan engagement metrics, social media on the artist side, predictive analysis and market competition.
She said, “We've been collecting data for years. We know purchaser data. We know based on credit card. But if I'm being honest, have we really used that data in a way to help us on the booking side? That is now happening more than ever … Who is going to be showing up to our venues, which ultimately also reflects on the ancillary side. Do they want to go to dinner? Do they want to stay in our hotel? What type of other things will these fans purchase?”
Graca continued, “Social media on the artist side, the collaboration, if I can call it that, between the artist the building, is so important … If you are able to create the viral moment, the ‘did you see this?’ [moment], if you can get people talking about what you're doing at your venue, that is so key.”
Other topics discussed by the powerhouse panel included the event lifecycle and overall experience, the role of artificial intelligence (AI), fan engagement, marketing and influencers.
“The people that will be your ambassadors might not be your ticket buyers, but they are possibly talking to your ticket buyers or convincing them to go,” said Lisa Cecchini, Managing Partner at Situation Group. “We are starting to talk a lot more about investing more time and energy to understand those people who are going to be our ambassadors from day one. They may or may not be your buyers, but they're incredibly valuable.”
Cecchini addresses a packed house during “Women Leading the Show: The Power, Strategy & Future of Live Events."
Exhibit Hall Morning Mixer
By mid-morning, the Exhibit Hall once again became a hub of activity as attendees gathered for the Morning Mixer sponsored by VBO Tickets. From booth to booth, conversations unfolded, ideas took shape and professionals explored tools and technologies shaping the future of ticketing.
Awards Lunch
The annual Awards Lunch, sponsored by Allianz Partners, brought the spotlight to INTIX’s 2026 honorees, celebrating people who are raising the bar for excellence across roles, organizations and regions.
In her remarks, INTIX President and CEO Maureen Andersen thanked the donors who make expanded access to the conference possible. Every contribution to INTIX supports the PD&E Fund, which helps remove barriers to participation and invests in the next generation of ticketing professionals.
“For this conference, we awarded a record 29 scholarships with travel, hotel expenses and membership. It was $36,000. That's an increase of 17% over last year because of your largesse,” said Andersen. “Underwriting went to ticketing professionals from Argentina, Australia, the Dominican Republic, Canada, the UK and the US … Every year, we deplete the fund. It is my goal to spend every penny and then replenish it again the next year. So, to do that we try to make our philanthropy fun.”
Ashley Voorhees, INTIX Board Chair and Chair of the INTIX Awards Committee, took the stage a short time later to lead this year’s awards ceremony, fully focused on celebrating others. What she didn’t know was that the spotlight was about to shift in an unexpected way.
Andersen foreshadowed what was about to happen, saying, “Before we start, Ashley, hang tight. Don't go away, little girl. We had promised some very special moments during this INTIX. Vegas is always giving the glitz and the glamour in the true show business mecca that it is. We are so lucky to have another one of those special moments today, because any dream will do.”
And with that, Donny Osmond came out to wild applause and cheers!
“I happened to be in the neighborhood,” Osmond said. “I had a hit song called Puppy Love. For the younger generation, you have no idea what that is … Would you like to hear the original lyrics? The ones I wanted to record but didn't. It goes like this…”
And Osmond sang…
🎵And they called it Ashley Love.
Oh, I guess she never knew.
When I recorded that cute little song,
I was actually thinking of you.
And they called it Ashley Love.
She's the one we all adore.
She used to be a teenybopper,
But now she's chairman of the board! 🎵
Osmond also sincerely thanked everyone in the room for the role they play in the magic of live entertainment.
“I do want to say a few things about all of you, and I hope this doesn't come across like I'm just buttering your bread. I've been doing this for a long time. I've been on stage since dirt was created. A lot of people don't understand what goes on in the ecosystem of show business,” said Osmond. “Thank you for all you do, because what people don't understand is the importance of the ticket … In my opinion, you are the unsung heroes. My name is on the billboard, I get the reviews and all this kind of stuff, but it's you guys who do a lot of the hard work. There is a reason why we call it show business — I create the show and you create the business.”
With a smile, Osmond returned the microphone to Voorhees and made his exit, allowing the awards ceremony to continue.
INTIX Spirit Award – Harmony McGivney
The 2026 Spirit Award recipient is Harmony McGivney, Box Office Manager, Kaye Playhouse at Hunter College, as voted by the INTIX membership. Each year, the recipient embodies the INTIX spirit of enthusiasm, participation, service and support, while being accessible to colleagues and the industry.
McGivney is a passionate INTIX ambassador whose commitment to building strong relationships helps drive the organization forward. She currently Co-Chairs the Member Connections Committee (MCC), which supports new and long-time members in getting the most out of their INTIX membership.
Harmony McGivney.
Learn more about McGivney and other 2026 INTIX Award recipients in our story "INTIX Honors 2026 Awards Recipients at 47th Annual Conference & Exhibition."
True Tickets Young Ticketing Professional – David Damerell
David Damerell, Assistant Director of Ticket Services at Wolf Trap Foundation for the Performing Arts, has been named the 2026 recipient of the True Tickets Young Ticketing Professional Award. Presented annually, this award recognizes an INTIX member under the age of 40 who exemplifies the future of INTIX, the profession and the industry. The recipient also represents the ideals of INTIX and demonstrates growing leadership, innovation, customer care and critical thinking skills.
Damerell has been an INTIX member for six years. He has over a decade of experience after entering the field “through hard work and persistence, juggling multiple part-time roles before breaking into the industry full-time,” his nominator shares. Damerell’s ability to manage three positions simultaneously, with the Washington Nationals, the Washington Capitals and Wolf Trap “was a clear testament to his dedication and work ethic.”
David Damerell.
Read more about Damerell’s achievements in our feature article "INTIX Honors 2026 Awards Recipients at 47th Annual Conference & Exhibition."
Outstanding Ticket Office – The Athletics
The 2026 Outstanding Ticket Office is The Athletics. Each year, this award is presented to a ticket office with an exceptional reputation for customer service. The staff must also function skillfully and professionally as a team, and the ticket office must maintain a standard of excellence, accuracy and precision in public and internal accounting functions.
The past year for the Athletics ticketing team was memorable, successful and unlike any other. The club is relocating from Oakland, CA, where they have spent more than 50 seasons, to Las Vegas, NV. As the team looks ahead to opening day in the new ballpark in April 2028, the A’s will play two more seasons in their interim home at Sutter Health Park in West Sacramento. In addition to Sutter Health Park, the ticketing team is supporting Spring Training at Hohokam Stadium in Mesa, AZ, and six regular-season games at Las Vegas Ballpark (home of the Aviators), while building a manifest and ticketing strategy for a new state-of-the-art ballpark on the Las Vegas Strip.
The Athletics ticketing team.
Learn more about the Athletics and other 2026 INTIX Award recipients in our story "INTIX Honors 2026 Awards Recipients at 47th Annual Conference & Exhibition."
Outstanding Ticketing Professional – Gabe Johnson
The 2026 Outstanding Ticketing Professional is Gabe Johnson, Director, Criterion Ticketing, Roundabout Theatre Company. This award is presented annually to an INTIX member with at least five years of leadership experience in entertainment ticketing. The recipient exemplifies excellence, precision, achievement, service and professionalism. They must also demonstrate ongoing support for INTIX, its membership and its mission through involvement and participation.
Over nearly three decades in ticketing, Johnson has worked at every scale of the industry — from touring Broadway productions and small downtown theaters to major music festivals and his current role with one of Broadway’s leading theater owners. This breadth of experience has shaped his strong understanding of how audiences, technology, data and the business of live performance intersect to create meaningful connections.
Gabe Johnson.
Read more about Johnson’s career in our feature article "INTIX Honors 2026 Awards Recipients at 47th Annual Conference & Exhibition."
IMPACT Award – Linda Forlini
In addition to our annual awards honorees, INTIX was delighted to recognize Linda Forlini as its eighth 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.
“Where in the world is Linda Forlini?” is a question that comes up frequently on INTIX Wednesday Wisdom calls. While she is now happily retired and traveling the world with her husband Joe, the answer is that no matter where Forlini is, she is never far from INTIX and the ticketing community to whom she has given her whole heart for well over a quarter century.
Before retiring in 2020, Forlini served as Vice President of Ticket Operations at the New York Philharmonic at Lincoln Center in New York City, and then with the Kimmel Center and the Philadelphia Orchestra in Philadelphia. Along the way, she has helped whenever and wherever she could.
Linda Forlini.
Learn more about Forlini and her industry impact in our story "INTIX Honors 2026 Awards Recipients at 47th Annual Conference & Exhibition."
Patricia G. Spira Lifetime Achievement Award – Derek Palmer
INTIX's highest honor is The Patricia G. Spira Lifetime Achievement Award. The 2026 recipient is Derek Palmer, Chief Operating Officer, Project Admission. This award is given annually to a current and active member of INTIX who is or has been consistently and successfully engaged in the direct leadership of a ticket operation(s) for a minimum of 20 years. Additionally, the recipient will have made sustained and quantified contributions to the standards of excellence in the ticketing and live event industry. They must also have demonstrated consistent and sustained involvement in the continued promotion, support and development of INTIX, its membership and its mission.
Consummate ticketing professional. Innovative leader. Shining beacon in our ticketing community. These are just some of the words that nominators used to describe Palmer, praising his expertise, values, integrity, generosity and positivity. With more than three decades in the ticketing industry and at least 25 years as an INTIX member, he is someone you can call anytime with a question or for advice on a new product or idea. “We have had many great brainstorming sessions over the years,” says one nominator, adding that Palmer “always makes time for others.”
Derek Palmer.
Learn more about the INTIX Award recipients in our feature story.
After the awards were presented, 2026 Conference Co-Chairs Lindsay Radic, Senior Director of Entertainment Ticketing for Caesars Entertainment, and Siobhan Steiermann, Vice President of Ticket Operations at the Las Vegas Aviators, gave remarks and introduced 2027 Co-Chairs Aren Murray and Sarah Goodson.
“As a New Orleanian, I'm so excited to announce that the 2027 conference will take place January 25th through 28th at the Hilton New Orleans Riverside, which will be beautifully renovated before we arrive,” said Goodson. “I'm so excited to get to share my city with my ticketing family!”
Sweets and Surprise Boxes
The Exhibit Hall’s Open with Dessert, sponsored by Bravo Tickets, was a sweet encore to lunch as attendees indulged in delicious treats, continued conversations and lingered a little longer on the show floor. And the fundraising Surprise Boxes sold out in just 16 minutes, with proceeds benefiting the INTIX PD&E Fund!
From the Exhibit Hall
From longtime partners to emerging innovators, the vendors on the Exhibit Hall floor play a vital role in shaping the future of ticketing. Their voices and solutions are an important part of our community.
What does Chargeback Gurus — an AI-powered platform that helps venues, promoters, and ticketing companies protect and recover earned revenue — love most about the INTIX conference?
“Honestly, it’s the people,” says Senior Vice President Marty Williams. “INTIX is one of the few conferences where you’re talking to folks who are actually in the weeds every day. The conversations here are real. No one is pretending problems don’t exist; they are swapping notes on what’s actually working and what isn’t. That makes it incredibly valuable.”
Williams continues, “Ticketing is one of those industries where payments issues can snowball fast, and chargebacks are a big part of that. Being here lets us listen to the challenges ticketing companies are dealing with so we can ensure our solutions are as effective as possible.”
What message does Williams most want to share with the INTIX community? “I’d say this: chargebacks don’t have to be this mysterious, unavoidable headache,” he says. “When you track them properly and put effective tools and strategies in place, you can really mitigate the issue. And you don’t have to sacrifice the customer experience to do it. Clear communication, smart policies and good data tend to help everyone involved.
Williams adds, “Don’t wait until you are in a crisis to start improving your chargeback management strategy. Even a quick benchmark conversation — how you’re tracking dispute reason codes, what your documentation looks like, where you’re seeing fraud vs. friendly fraud — can uncover easy wins. And I’m always happy to swap notes. The more the ticketing community collaborates, the harder it gets for bad actors to exploit the system.”
Echoing Williams, Simone Serani, CEO and Co-Founder of Ticketoo, highlighted the exceptional caliber of INTIX attendees. Ticketoo’s secure, ethical resale platform allows fans in Italy, Spain, the UK and France to resell tickets only up to face value.
“We love the atmosphere,” he says. “You can meet a lot of interesting people from all over the world, more than 27 countries. So, for us, it's very beautiful. Also, it is probably the place in which the innovation was born, so it's like a dream … Ticketoo is still a startup. We were [founded] three years ago, and we would like to better understand the market, future trends and innovation in our space. We think this is the best place to do it.”
In the company’s first year attending the conference, Zachary Collins, CEO and Co-Founder of Ludus, is focused on expanding brand awareness and building new relationships. Ludus provides an online ticketing platform for smaller venues, offering tools such as donor management, CRM and volunteer management. The company serves more than 5,000 organizations across the United States, including community theaters, school districts, colleges and universities.
“We are learning a lot,” says Collins, “but what's really exciting is surrounding ourselves with like-minded people and understanding the different needs of different customers. Like, what's top of mind this year, and what are the different segments of the market focused on?”
Terry Ford, SVP of Partnerships for payment and data security firm Bluefin, values the INTIX conference as a single avenue to connect with multiple customers.
“In this ecosystem, we are integrated to 15 or 16 ticketing platforms. This is the only show that allows us to visit with them, have meaningful conversations about where the relationship is and where it can go in, all in a centralized location … We've been part of the conference now for close to 10 years and it has been interesting to see the expansion of the event, and we continue to add new partners with the other vendors that are here.”
Ford says, “Our differentiator on the payment side is something called validated point-to-point encryption. What that does for merchants, whether they are stadiums or theaters, is reduce their PCI scope to the lowest level possible from the card brands. [It helps] them minimize risk exposure, eliminate the possibility of fines, protect all of the end client information [and keeps] them out of the news.”
Women in Ticketing
Once the Exhibit Hall closed for the day, conferencegoers moved into afternoon sessions before the Paris Theater filled with Women in Ticketing members for their annual group photo. The tradition grows year after year, reflecting the expanding impact of this community.
Evening Events
The RevPro Happy Hour at INTIX from 5-7 p.m. brought out the smiles, stories and spirited conversations that make these gatherings so memorable.
Eventim’s Cheers & Beers, beginning at 9:30 p.m., offered a perfect late-night setting for attendees to unwind, reconnect and enjoy the company of ticketing friends.
And this is a first! Two ticketing professionals said “I do” on Wednesday evening at the INTIX conference. Yes, it was during the conference week, in a conference room, and ticketing professionals were invited. Congratulations to the happy couple (each ticketing pros), Gina Molina and Johnathan on your wedding!
In the News
On Jan. 28, SECUTIX announced its selection by American Cricket Enterprises to provide a mobile-first, white-label ticketing solution for its flagship Major League Cricket.
The Joffrey Ballet in Chicago has partnered with True Tickets to launch secure, mobile-first digital ticketing across its performances at the Lyric Opera House.
The conference continues on Thursday with a roundtable general session on practical strategies for cultural intelligence, a four-hour fraud bootcamp, more educational workshops and time in the Exhibit Hall and a closing keynote on the importance of storytelling for customer engagement.
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