Video Interview: A Lifetime in Ticketing — The Story of Richard Carter, Co-Founder of BOMI/INTIX

Richard Carter’s name is synonymous with legends, innovations and the evolution of ticketing. He is also a man whose passion for arts and entertainment has shaped the industry for decades. Born in February 1936, Richard’s journey is a testament to his dedication and innovative spirit, and at 88 years old, his story continues to inspire.

Headshot of a bald man wearing glasses.

From a young age, Richard was captivated by the world of theatre. His early forays into plays and puppet shows foreshadowed a lifelong commitment to the arts. At age 20, Richard began working as the Technical Director at Edyth Bush Theater in St. Paul, Minnesota. His responsibilities there included design and building scenery. He was also an actor and had deep connections to the theatre community.

Edyth Bush Theater held a special place in Richard’s heart. “Mrs. Bush always loved theatre, so Mr. Bush built her a beautiful theater as an anniversary gift. It was a 300-seat theater with a lovely stage and a little orchestra pit. It was beautifully done. We had new live shows every three weeks, and then we were dark for two weeks before starting another new show,” Richard shared.

Richard’s role at Edyth Bush Theater was incredibly fulfilling, as were the relationships he fostered there. However, while pulling back the curtain at the end of a show, he collapsed with a heart attack, forcing him to temporarily step back from his career to recover.

Undeterred, Richard eventually returned to work in Minneapolis as the Assistant Manager at the Pantages Theatre and then at the Orpheum Theatre, the famous old vaudeville house. While at the Orpheum, he started to learn about ticketing. It was here that Richard first encountered the Dayton ticketing system (part of the Dayton Department Store chain founded in Minneapolis), a precursor to his pioneering work in computerized ticketing.

Richard eventually installed Dayton as the first computerized ticketing system at Orchestra Hall in Minnesota, where he began working as the ticket office manager in 1974. It was the first computerized box office for a North American orchestra. He hired, trained and managed an office of 35 staff and oversaw ticketing for three venues at an impressive 92% capacity. There were other innovations, too, which Richard shared in our video feature.

Fast forward to 1979, when Richard’s career reached a pivotal moment during an International Association of Auditorium Managers (IAAM) regional conference in Milwaukee. A group in town for IAAM visited the Performing Arts Center, where Patricia G. Spira worked as the organization’s first Box Office Manager. She spoke to them about the venue’s centralized ticket operation and then asked if there were any questions. Richard stepped forward as the one person who was eager to learn more. Their discussion sparked a professional friendship and collaboration that led to the founding of Box Office Management International (BOMI).

In addition to his work at Minnesota Orchestra Hall, Richard was all in with BOMI, later renamed the International Ticketing Association, or INTIX. In addition to helping co-found the organization, he would go on to serve on the Board of Directors for 23 years, chair numerous conferences, share his expertise as a frequent speaker and contribute to multiple committees.

A group of people at a conference. Richard Carter, far left, with fellow Patricia G. Spira Lifetime Achievement recipients at the INTIX conference in Toronto in 2010. L-R: Jennifer Staats Moore, Albert Leffler, Karen Sullivan, Maureen Andersen, David Lowenstein and Roger Tomlinson.

In 1981, Richard became the first Manager of Ticket Services for the Corporation of Massey and Roy Thomson Halls, where he hired, trained and managed a staff of 45, then computerized the ticket office. He was responsible for 24,000 subscribers for various programs, all single ticket sales for the two venues and the Toronto Symphony, and 150 rental events annually.

Richard’s successful tenure at Roy Thomson Hall was marked by some challenges, including design flaws in the ticket office around the venue opening. For example, his first office was a tent in the lobby, the seats in the ticket office were too high, and there were no holes cut in the ticket office glass windows. Under Richard’s leadership, these issues and others were resolved, enhancing the experience for both patrons and staff.

After approximately 10 years with the Corporation of Massey and Roy Thomson Halls, Richard spent a year managing ticketing for the 1993 International Choral Festival, then moved to the Art Gallery of Ontario (AGO) as Manager of Patron Services. His innovations continued at the AGO, where he designed a new ticketing system that integrated memberships, marketing, merchandise sales and more.

After suffering another heart attack, Richard retired from full-time ticketing work but remained active in the industry as a consultant. His expertise helped small theaters introduce ticketing systems and modernize their processes. Richard’s insights were also sought after internationally, including a notable project in Brussels where he advised on ticketing best practices.

“I spent a lot of time with them talking about certain things they did [that I would not recommend],” he recalled.” [For example,] they made their box office round and people could [approach the ticket office staff] anywhere around them … There was no line, so there was no way they could say, ‘Well, this is the next person.’ It was whoever fought their elbows through to the front. I think I [spent] over a week … talking about how to get things together.”

In recognition of his significant contributions to the industry, Richard received the Patricia G. Spira Lifetime Achievement Award in 1998. The award is meaningful to him both for the recognition of his achievements and because of his close professional friendship with the award’s namesake, Pat Spira.

A group of people at a conference. Richard (top row, second from left) and other Lifetime Achievement recipients at the INTIX conference in 1999. Top row L-R Ernie Santi, Richard Carter, Bea Westfahl and Bill Murphy. Bottom row L-R Brian Leishman, Connie Nelson, Roger Lobb and Vivienne Gardner.

A group of people at a conference. Patricia G. Spira Lifetime Achievement Award recipients at the INTIX conference in 2000, L-R, Ernie Santi, Roger Lobb, Bea Westfahl, Brian Leishman, Willard “Bucky” Bucklin, Connie Nelson, Bill Murphy and Richard Carter.

A group of people at a conference. Lifetime Achievement Award recipients in Toronto at the INTIX 2001 conference. Top row Brian Leishman and Richard Carter. Bottom row L-R, Bill Murphy, Richard Miller, Connie Nelson and Roger Lobb.

A group of people at a conference. Lifetime Achievement Award recipients pose proudly with Patricia G. Spira at the INTIX 2003 conference in Denver. L-R Roger Lobb, Patricia G. Spira, Albert Leffler, Connie Nelson, John Turchon and Richard Carter.

A group of people at a conference. Lifetime Achievement Award recipients with Patricia G. Spira at the INTIX 2005 conference in Hollywood. L-R: Richard Carter, Connie Nelson, David Lowenstein, Richard Miller, Patricia G. Spira and Roger Lobb.

He also served as Vice Chair and Chair of the St. Lawrence Centre in Toronto from 2002 to 2006 and founded the Ontario Professional Ticketing Association (OPTA).

Richard Carter’s legacy is one of passion, innovation and dedication. His contributions have shaped the ticketing industry and left an indelible mark on the arts community.

Meet Richard and hear about his career and innovations in this video feature: