JULY/AUGUST 2017 • Women’s Initiative In Lottery Leadership • Sales Force Automation Is No Longer PGRI PUBLIC Enough • Mission Possible: Global Trends Meet IGT Innovations at the EL Congress GAMING • Engaging New Players: Focus On I N T E R N A T I O N A L Usability Feature Interviews Alice Garland North Carolina Education Lottery Tracey Cohen The District of Columbia Lottery Integrating: Games Message Media Culture David Barden New Mexico Lottery Authority It’s about time 40% of lottery purchases are made on impulse. 47% of lottery players dislike paying in cash. These are two of the key facts you need to understand your players’ true needs and desires, and grow your lottery business. Discover them all in the new whitepaper from IGT’s Insights360 team “Achieving Relevance: Modernizing the Lottery Experience.” Download at www.IGT.com/LotteryBlog © 2017 IGT Global Solutions Corporation. The trademarks used herein are owned by IGT or its affiliates, may not be used without permission, and where indicated with a ®, are registered in the U.S. IGT is committed to socially responsible gaming. 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Choose GLI. gaminglabs.com JULY/AUGUST 2017 // PUBLIC GAMING INTERNATIONAL // 3 INSIDE THIS ISSUE DEPARTMENTS 10│From the Publisher Paul Jason PUBLISHER & CHIEF EXECUTIVE OFFICER 12│ Women in Lottery Leadership Paul Jason [email protected] 58│PGRI SMART-Tech Conference: Photo Collage PRESIDENT Susan Jason [email protected] 63│Pulse of the Industry BRAND & DESIGN Synopsis of Recent Industry News Diana Stuart [email protected] HONORED FOUNDERS FEATURE INTERVIEWS Doris & Duane Burke CONTACT INFORMATION 16│ Alice Garland T: +425.449.3000 F: +206.374.2600 Executive Director, North Carolina Education Lottery On Getting Positive Press And Support For email address changes, subscription requests and From The General Media requests to be placed on our e-Newsletter distribution list, contact: 20│ David Barden [email protected] PGRI, Inc. Chief Executive Officer, New Mexico Lottery Authority 218 Main Street, #203 Professionalizing The Messaging Process Kirkland, WA 98033 To Advocate For And Defend The Interests PublicGaming.com Of Lottery SUBSCRIPTIONS Annual Public Gaming 24│ Tracey Cohen International magazine Interim Executive Director, The District of Columbia subscription rates: Lottery United States: $145 USD Canada & Mexico: $160 USD Innovative Games and Marketing All other countries: $225 USD Campaigns That Stretch The Budget PUBLIC GAMING INTERNATIONAL MAGAZINE 36 Nikos Nikolakopoulos │ Published six times a year and Group Chief Operating Officer, INTRALOT SA distributed to readers all around Integrating Content Management, the world. Electronic version is Analytics, and CRM to Attract the Modern e-mailed and is also available on our news website: Consumer www.PublicGaming.com. July/August 2017, Volume 43, No. 4 © 2017 all rights reserved. Public Gaming Research Institute ISSN: 1042-1912 4 // PUBLIC GAMING INTERNATIONAL// JULY/AUGUST 2017 FEATURE ARTICLES Visit Our Family Of Websites 28│ Disruption In Retail - Amazon Acquisition Of Whole Foods Lee Stuart, Management Consultant and Editorial Contributor for PGRI 30│ Enhancing Retailer Relations – Sales Force Automation Is PublicGaming.com industry news & information No Longer Enough Scientific Games Corporation PGRITalks.com videos of conference presentations 34│ The Power Of MUSL - The Multi-State Lottery Association PublicGaming.org PGRI conference information 38│ Mission Possible: Global Trends Meet IGT Innovations At PGRIDigitalLibrary.com The EL Congress magazine archive of past issues IGT Corporation PGRIDirectory.com listing of lotteries and vendors 42│ Lottery Ux In The Digital Age PGRIAwards.com NeoPollard Showcase of industry honorees recognized by the 44│ Engaging New Players: Focus On Usability Lottery Industry Hall of Fame PGRI Lifetime Achievement Award Danny Bogus, Founder & Principle Consultant, Digital Gaming Group Sharp Award for Good Causes Lottery Industry Statesman 46│ What Does “Iwwiwwiwi” Mean To Lottery? and Stateswoman Award Rebecca Hargrove Mentorship Award NOVOMATIC Lottery Solutions Collaboration Award 48│ It’s Not Just For Kitten And Vacation Pictures: How Social Subscribe To Media Connects You With Your Customer Our Free Digital Jim Acton, Lottery Industry Consultant and PGRI Editorial Contributor Newsletters 51│ Demanding Modernization: Enhancing And Integrating The Consumers’ In-Store Lottery Playing Experience Receive our daily newsletters at no charge, published 5 times Kayt Gabrielson, Product Marketing Manager, Schafer Systems, Inc. a week to bring you the latest breaking news in the global lottery industry. Send an e-mail to: 52│ Day Of Drawings Display: Pro-Lite Takes The Guessing Out [email protected] Of Lottery Purchasing with “add to Daily Digest list” in the subject line. Pro-Lite 6 // PUBLIC GAMING INTERNATIONAL// JULY/AUGUST 2017 In the 20th Century, growth was based on product launches. In the 21st century, OCTOBER 25-27 digitalization has become GRAND HYATT the driver. BUCKHEAD, For conference registration, updates, and hotel registration, ATLANTA visit PublicGaming.org Digitalization is the unifying principle for industry leaders to transform business process, CRM, retailer support, the in-store shopping & player experience, and the integration of media, POS and all consumer touch-points into a harmonious omni-channel business model. The modern consumer expects nothing less, the competitive environment is changing rapidly to meet those expectations, and Lottery is moving quickly to lead the charge. Team Lottery is already setting the highest standard for the entire games-of-chance industry and is bracing to raise the bar higher. It has all the tools to make it happen, and the visionary leadership to show us the way. PGRI’s collaboration with the Georgia Lottery promises to be a special event. Lottery Expo 2017 will feature presenta- tions on the forward-leaning initiatives that are making a difference today. For conference information and updates, please stay tuned to our news website PublicGaming.com. E-mail Paul Jason at [email protected] CO-HOSTED BY THE or call at (U.S.) +1 (425) 449-3000. GEORGIA LOTTERY 8 // PUBLIC GAMING INTERNATIONAL// JULY/AUGUST 2017 From the Publisher n example of the difference between the WLA community to continue to achieve its goal of serving society and supporting and other operators can be seen in the first two stories of the charitable causes. Pulse of the Industry section. Lottoland was fined and the The theme of the EL Congress in Kraków in early June was AHealth Lottery was reprimanded by the UK Advertising New Directions. The regulatory environment and market-place has Standards Authority (ASA) for misleading advertising. The Health been in a state of flux for many years. Flux is not a good thing Lottery story would be amusing if it weren’t indicative of the for an industry which depends on stability, consistency, unam- low expectations applied to commercial gambling operators. The biguous regulatory laws, and effective enforcement of those laws ASA told the Health Lottery that they could not feature advertis- that prohibit illegal gambling operations. That is true for Lottery ing claiming that players “have a very good chance of winning operators all around the world. Lottery’s business model and the Health Lottery”. The Health Lottery actually protested the governance structure obligates it to comply with the agendas of unfairness of this affront to their standard method of political stakeholders, with a higher standard of security operation, pointing out that the advertisement simply “Flux is not a and integrity, and to not engage in the kinds of business featured an unprompted winner testimonial. They good thing for practices of the Health Lottery and Lottoland. Lotteries were not even fined; just