(Editor’s Note: Earlier this year IAVM Director of Safety & Security Mark Herrera took his live safety training and situational awareness to Denver Arts & Venues. In August, Mark’s training paid off in a real-time incident at a city venue that mitigated what could have been a more serious situation. Kristin Morgan-Hughes recently shared the benefits of Mark’s training. There is no better testimony for your venue taking the training after reading what Kristin has to share.)

On August 21, 2022, ingress was in full swing for the national Broadway tour of Pretty Woman. Typically, this process takes an hour. About nine minutes into the ingress process my security manager came up to me and said, “Do we know why SWAT is outside?” I looked up and saw several officers in tactical gear and automatic rifles. My stomach sank and my first thought was, “No. Not us.”

I walked outside to find one of our off-duty officers. In hindsight, I probably shouldn’t have just walked outside, but I was flooded with thoughts and questions. I was on a singular mission to find out what was going on. I stepped outside and found our off-duty officer. This is an officer who is always smiling. Never have I seen him this serious. He knew he had to be clear with me because he knew I would be one of two to start rallying the troops. He looked at me, no smile, and said, “Active shooter.”

I know now that he said a lot more in that moment, but all I heard was that phrase. “Active. Shooter.” My heart raced, my mind flooded but the officer grabbed my arm and said, “Are you ready? I need your help.”

That was good enough. I was back. I was able to focus. He explained that we needed to get everyone inside the theatre because we were looking for the shooter. Our venue’s parking garage is attached to our venue. We were told he had a gun and was in the garage. As the information settled with me, my co-manager and I spoke briefly and “went into action.”

We learned in our training with Mark that panic helps no one. Calm demeanor is key. We never said the words “active shooter” to our staff but were very firm and kind in our instructions. We implemented a radio silence mandate with our staff so that my partner and myself could communicate openly with each other and the supervisors. We stationed the staff inside and gave them language to use with the patrons. They were directed to welcome them into the building, let them know that the show is delayed in its start and that information will be offered as soon as we have it. The bar staff opened the bar to everyone and offered free bottled water to our especially anxious patrons. We were told by Denver Police Department to lock the building down and prevent anyone from leaving. We were authorized to use the language, “Under the order of Denver Police, we are in a lockdown at this time.” While it is frustrating not to be able to answer inevitable questions that follow a statement like that, it was a good statement to make. It was clear and concise.

My partner and I stood outside of the venue and directed all patrons into the building per DPD instruction. My partner was placed behind a concrete pillar with a bullhorn, and I stood with our DPD officer because my position was exposed. In order to mitigate the panic that could ensue, we continued to greet our patrons by saying, “Hi folks, welcome! At this time, we are under a lockdown order from Denver Police. We need you to enter the building as quickly and safely as possible. Please enter now.”

That seemed to work. People didn’t ask questions, they just followed directions. Once inside the building, they were greeted by our usher staff. We re-deployed our staff to all emergency exits and near restrooms. We wanted to make sure we could move the patrons out of the back of the building if needed and wanted to keep an eye on the restrooms to prevent people hiding in them.

About 30 minutes before the show was scheduled to start, we got permission from the tour to open the house of the theatre and allow ticketed patrons to enter and find a seat. This relieved a lot of congestion from the lobby. Once again, we re-deployed our staff to guard exits and make sure everyone was able to find their seat.

Meanwhile, outside, the search for the person was still underway. Approximately 20 minutes after the lockdown went into place, the call was downgraded to a suspicious person. We got a little more information. Apparently, the person had a “long gun” and was looking for an ex-girlfriend. DPD was confident he was no longer in the parking garage, and they were double checking the rest of the venue campus. We were confident we would get the all-clear within the next half hour. In the meantime, we continued the protocol we had been using to get everyone off the galleria (space in front of our theatre) and into the building. Our team continued to remain calm and move with the flow of the situation. Not a single usher was in a panic or asked to leave. It was a remarkable sight to see.

At approximately 8 pm we got the all-clear to release the patrons in the lobby and give a choice to the ticketed patrons. They could stay and watch the show which was going to start in about 20 minutes, or they could leave, and the box office would work with them on a refund. The show definitely went on (fifty minutes after its scheduled start time)! Way over half of the patrons stayed. Amongst the patrons who chose to leave were a family that approached my partner and thanked him for our calm staff and positive attitudes during a situation that was clearly stressful. That party then shared with my partner that they chose to leave because they were just a little too emotional at the moment. The reason for this was because they were at Columbine high School when that shooting occurred.

In hindsight, I have a ton of questions. However, I will NEVER cease to be amazed by my staff. This was a DIRECT result of the training we received from Mark. The most important takeaway for me was this: Our situation was NOT an active shooter situation when it was all said and done. We were very lucky in that regard. We did not, however, know that was the case. Our training kicked in and we couldn’t have been happier with our staff. This training is something you should hope you never need. But having it and not needing it is so much more reassuring than needing it and not having it.

Thank you to Mark. I got through the situation because I was lucky enough to participate in his training.

By Gail Sawyer

ASM Global—the world’s leading producer of entertainment experiences, venue management, and event strategy—has promoted industry veteran Alex Merchán to chief marketing officer overseeing the global portfolio that represents 20,000 events across 350 venues, hosting more than 164 million guests worldwide.

In making the announcement, ASM President and CEO Ron Bension said, “In less than one year with our company, Alex has been responsible for reimagining our marketing support infrastructure while simultaneously dramatically enhancing our network’s external initiatives for our clients and partners.”

In his new role, Merchán, whose most recent ASM Global position was executive vice president of marketing, will spearhead the company’s branding and positioning across key areas including global partnerships, digital and CRM strategy, business development, and advisory and investing efforts across the U.S. and internationally.

“This is the thrill of a lifetime,” Merchán said. “The biggest sandbox in the world and the opportunity to engage with fans across entertainment, sports, and business … that’s what our marketing team gets to work in—with the most prestigious collection of venues on Earth. That means we know the rules of the game better than anyone else, and we play it better than anyone else.”

Since joining ASM Global, Merchán has also overseen all strategic marketing, PR, creative services, and digital efforts across ASM Global’s portfolio’s stadium, arena, convention center, and theatre network worldwide. This has included a focus on such initiatives as prioritizing the customer experience and elevating the guest insights database via innovative partnerships with Qualtrics XM, which Bension said has redefined the guest experience across “all venue types and has provided ASM Global venues the global standard in achieving customer experience success.”

He has also actively been involved with ASM Global’s CSR’s Global Acts commitment to sustainability, community, and DEI efforts.

Prior to his time at ASM Global, Merchán oversaw marketing for Live Nation’s Clubs & Theaters division following a decade-long stint at Hard Rock International establishing the strategic direction for 175 venues in 74 countries representing a billion-dollar business overseeing both sales and marketing in that

Gail Sawyer is group communications manager for ASM Global (Asia Pacific).

By Carmen Brady

Not many people can say they’ve had a hand in the production of 8 Olympic Games, 7 Commonwealth Games, over 50 Tennis Grand Slams and Formula One events across the world, as Craig Lovett has. With a career spanning almost 40 years, it’s safe to say that Craig is one of the most experienced professionals in the area of event management, cleaning, waste management, and sustainable strategies for venues and global events.

It’s perhaps these circumstances that made Craig Lovett a real contender – and ultimate winner – of the Major Events International Lifetime Achievement Award, recognising contributions over a whole career in the industry. The award was presented at the MEI Gala Awards Dinner in Manchester on the 26th October 2022, which Melbourne-based Craig was unfortunately unable to attend. Speaking with Craig about his win, he is humbled, chuffed and possibly a little speechless – one of the few times in his life.

As the founder and Partner / Principal of Incognitus – a boutique Event Management and Consultancy company that operates predominantly in the provision of operational, sustainable and strategic services, Craig’s impressive portfolio of events includes:

• Commonwealth Games Australia
• World Cup Polo, Sydney Polo Club
• Australian Open: Melbourne Park, Melbourne
• Masters & Australian Open Golf
• Australian Formula 1™ Grand Prix: Melbourne
• Stadium Australia: Sydney
• V8 Super cars: Sydney & Gold Coast
• The Victoria Racing Club: Flemington
• The Brisbane Cricket Ground (GABBA)
• Flemington & Moonee Valley Racecourses
• Melbourne Cricket Ground (MCG)
• Western Australia Cricket Association
• Sydney Cricket Ground (SCG)
• Etihad Stadium: Melbourne
• Tough Mudder Australasia
• Ferrari Racing Days: Sydney
• Luxury car brands: Aston Martin, Lamborghini, Masarati, Rolls Royce
• McLaren Automotive
• LS185 London Olympic Stadium
• Tottenham Hotspurs FC
• Arsenal FC
• The Rugby Football Union- Twickenham
• US Tennis Open: New York, USA
• Quiksilver Pro: New York, USA
• Davis Cup & Masters Championships: USA
• NASCAR Events and circuits: USA
• USA Formula 1™ Grand Prix
• Live Nation: USA & UK
• British Formula 1™ Grand Prix
• Wimbledon
• 2020 Dubai World Expo
• Wembley Arena & Wembley Stadium: UK
• The 02 Arena: London, UK
• Arsenal Football Club: London, UK
• French Tennis Open, Roland Garros: Paris, France
• Monza Formula 1™ Grand Prix: Italy

Craig credits his close working relationship with his brother and business partner, Paul Lovett, and his son and rising event expert, Nicholas Lovett, as part of his longstanding success. Craig’s vision to build a business capable of mobilising large numbers of people, large quantities of equipment, and creating solutions to venues and events around the globe is well renowned. His ability to instil a ‘we are part of the show’ mentality, combined with savvy business and relationship skills, has ensured a platform of loyal staff and clientele over the years.

We congratulate Craig on his MEI Lifetime Achievement Award and look forward to seeing what’s in store for his next chapter.

Carmen Brady is Executive Assistant at Incognitus in Melbourne, Australia.

By Andra Bennett, APR

Rescued from the ravages of time, the 208-foot-tall Pioneer Tower overlooking the Will Rogers Memorial Center once again glows with the radiant glory she displayed when completed as part of Fort Worth’s elaborate 1936 Frontier Centennial celebrating Texas’ 100th anniversary.

The Tower went dark in the late 1970s as structural damage mounted. Her signature lights were turned off. Shattered glass-block columns were shuttered for decades with metal panels.

More than 40 years later, Pioneer Tower is gleaming again and even more stunning after completion of an

extensive $4.7 million City of Fort Worth refurbishment project in 2019 – an achievement that recently earned Historic Fort Worth’s 2022 Preservation Project Award.

“Pioneer Tower is an irreplaceable, historic treasure,” said Mike Crum, director of the City of Fort Worth Public Events Department. “It’s an iconic landmark recognizable by generations of Fort Worthians and millions of visitors. The tower has been an inspiration in many ways, including the design of Dickies Arena. We applaud the vision and initiatives that have saved Pioneer Tower and we will continue to invest $52.8 million in planned capital improvements across the Will Rogers Memorial Center campus in the next few years.”

“Thanks to leadership from the City of Fort Worth that began with a successful National Register of Historic Places nomination in 2016, Pioneer Tower is once again restored and shining brightly,” said Jerre Tracy, Executive Director of Historic Fort Worth, Inc. (HFW). “As the beacon for the Will Rogers complex, Pioneer Tower is a symbol of civic pride, and this project has rekindled that pride for current and future generations.”

Designed during the Great Depression by Fort Worth architects Wyatt C. Hedrick and Herman Koeppe, Pioneer Tower was art-deco sleek, chic, and dazzling at night on all sides with bright columns of light shining through glass-block glazing and huge “lanterns” atop each corner. She became the developing Cultural District’s beacon, but natural forces began to pull her apart.

John Roberts, AIA, past chairman of HFW, nominated Pioneer Tower for the award. Listed on the National Register of Historic Places, Roberts said the tower was damaged from shear movement and deflection, causing the structure to twist. There were no annual inspections back then as the City of Fort Worth will conduct from now on.

“The main challenge,” he wrote for the HFW award presentation, “was to stabilize the tower inside using a fiberglass reinforcement system at the walls where shear forces were highest by repairing and replacing several turnbuckles.”

Restoration project architects were Fort Worth-based firm Elements of Architecture. General contractor Muckleroy & Falls of Fort Worth carried out the renovations.

The team corrected a wide range of infrastructure issues, sandblasted the exterior brick and limestone and restored the clear glass-block columns that extend from the 13th to the 27th floors on all four sides of the tower. The columns required more than 6,210 pieces of 6x6x4 Argus glass blocks that were custom manufactured in New Zealand to match the original glass blocks.

While great care was taken to assure architectural integrity and accuracy, one new 21st-century internal feature tapped Pioneer Tower’s potential as a showstopper: a programmable LED lighting system that produces colorful light shows to mark holidays and special events.

Andra Bennett, APR is Marketing Communications | Public Events Department for the City of Fort Worth.

From Okstate.com

Upgrades to the fan experience are coming to Oklahoma State’s Boone Pickens Stadium.

With the conclusion of the 2022 home football season, Oklahoma State Athletics is beginning a multi-year, $55 million upgrade to the seating bowl of the stadium. Each stage of the process will take place during the winter, spring, and summer months and not interfere with OSU’s home schedules. The first year of the process will focus on the north side of the Boone Pickens Stadium.

OSU has engaged Kansas City-based Populous, a nationally recognized leader in stadium and event architecture, and Tulsa’s FLINTCO on the project.

“We already have one of the best stadiums in college football with a great home-field advantage,” said OSU athletic director Chad Weiberg. “The renovation will continue to modernize Boone Pickens Stadium and to maximize the fan experience and meet their evolving expectations.”

The first phase of construction will begin with the removal of seating treads and risers from the 200 level seats above the cross aisle and portions of the 300 level. The new seating treads increase leg room by six inches. New lower vomitories will align with the existing upper vomitories and additional aisles will be constructed to reduce the number of seats between aisles. All aisles will have handrails installed.

All of the bench seating will be replaced with the same contoured bench currently in place in the west end zone. In addition, several sections will include replacement of bench seating to add permanent chair-back seats.

Wheelchair and companion seating will be added to the upper cross aisle. Lighting on the plaza (entry) level of the north side will be replaced with new LED lighting.

The first phase of the process is expected to conclude late in the summer of 2023 and the second phase will begin following the final home game of the 2023 football season.

The new phase represents the latest in a multi-year effort to upgrade the fan experience in Boone Pickens Stadium. Other recent improvements include the installation of one of the largest video boards in college football, numerous upgrades to concessions and food options – including alcohol sales in the main bowl, the addition of free water stations, cool zones, and more.