Christian retailers received a lesson in "emotional signatures" and how they affect customers' shopping experience Sunday during the opening General Session of ICRS.

United Kingdom-based Colin Shaw, author of The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan), talked to attendees via Skype, explaining the results of a two-year study he conducted to see how customers feel about their shopping experiences.

He found that there is a range of 20 emotions that customers can feel, which can be either positive or negative. For example, if a store causes a customer to feel hurried, disappointed or frustrated, that store is losing value, Shaw said. If a store stimulates a customer's sense of being cared about and promoting happiness or trust, then the store's emotional signature can turn a mere shopper into an advocate.

When Shaw concluded, a panel shared their stories on what it takes to engage customers and keep them coming back. Bill White, vice president of sales for Not of This World and C28; Danni Schneidt-Hill, owner of Promises "His" Coffee & Cottage Shoppe in Malta, Mont.; and Cindy Lambert, publishing strategist for Somersault Group, shared how creating connection is more important than just winning customers.

"We need to create a lifestyle place, where we are all about living out the gospel," Schneidt-Hill said.

Lambert added: "One of the new trends is So-Lo-Mo. Customers want to use social media, engage locally in their own community and keep their mobile device always with them. One way a retailer could use that, for example, is to announce via email or social media that you will be having a Liz Curtis Higgs event from 6 until 9 p.m. for one evening only. Offer those who get your Facebook invite, evite or tweet a gift or discount to come out. Or arrange for Liz to be there via Skype to answer questions for a few minutes during the event. That makes a store not just a place to shop, but a destination."

Retailers were entertained well into the night Sunday in St. Louis as the New Voices Showcase spent more than two hours spotlighting what's new in Christian music. The multi-genre event was hosted by GRAMMY-nominated artist Matthew West and featured a guest appearance by 2012 presidential candidate Rick Santorum.

It also featured a performance by American Idol contestant Danny Gokey, whose upcoming book by NavPress, Hope in Front of Me, chronicles the healing process he went through after his wife died. Gokey told the 200-plus audience that his success on American Idol actually came at the lowest, darkest point of his life.

"My wife and I had believed God was going to do a miracle, and I felt like He didn't show up," Gokey said.

In his anguish, Gokey continued to cry out.

"Let it go," Gokey told conventioneers what he heard from God. "Be still and know that I am God."

Gokey began to pick up the pieces, creating a nonprofit foundation in honor of his wife, Sophie's Heart, which helps homeless families get off the streets.

"There is a way out of darkness, but you can't see it unless you focus on the pinpoints of hope," he said.

The concert also featured gospel by the interracial female duet AsOne, hip hop by Thi'sl, alternative with a touch of folk by The Vespers, worship by Todd Ballard and country pop by sister act Red Roots, 22-year-old triplets. West, whose well-timed humor kept the audience laughing, closed the event with two of his recent popular singles, "Forgiveness" and "Hello, My Name Is."

Following the showcase, attendees stuck around to receive complimentary signed copies of West's new gift book, Forgiveness (Thomas Nelson), and Santorum's American Patriots (Tyndale House Publishers).

"Can't God do for you what He did for Joseph?" Author Max Lucado's question resonated with attendees at the International Christian Retail Show's Worship Him service Sunday night at the International Christian Retail Show (ICRS) as he spoke on the topic of his latest book, You'll Get Through This (Thomas Nelson).

Lucado encouraged those involved in the Christian products industry to "keep God in the middle" of their trials, urging them to lay claim to the nearness of God, cling to His character and lean on God's people.

Steven Curtis Chapman and Laura Story both shared from their personal hardships and testified of God's care in their lives. Chapman, who sang a new song called "Together," which he wrote for his wife, Mary Beth, said he was "walking proof of God's faithfulness" and thanked retailers and those they encouraged to pray for his family in the tragic loss of his daughter Maria five years ago. Story talked of her husband's disability and of raising a young child, singing a song about "just being me" and allowing God to be God instead of trying to play God.

The service ended with an announcement of CBA's partnership with Max Lucado and the Salvation Army, getting Lucado's book into the hands of those who are down and out and who need its message of hope. A special Salvation Army edition will be offered. A Ministry in Action offering was also received for Humanitri, a Lutheran organization serving the homeless and incarcerated.

Carole Lewis, best-selling author and national director of the First Place 4 Health Scripture-based weight loss program, accepted the 2013 Golden Scroll Lifetime Achievement Award presented at the Advanced Writers and Speakers Association’s 13th annual Golden Scroll Awards Banquet. Held Sunday, June 23, the event saw about 100 members of the group in attendance at the Ramada Plaza in Saint Louis.

Other individuals from AWSA’s ranks were honored at the banquet as well. Sue Badeau and her husband, Hector, were commended for their selfless devotion to raising their 22 children, 20 of whom were adopted.

David C. Cook has announced the resignation of Eric Thurman as president of Global Mission for the Colorado Springs, Colo.-based nonprofit publisher.

Under Thurman's leadership, which started in 2009, Global Mission experienced its largest and most rapid growth in the organization's 137-year history.

"Eric's four years of leadership produced priceless contributions to our global ministry efforts," said Cook President and CEO Cris Doornbos said.

Doornbos noted Thurman's key accomplishments: The Story of Jesus evangelistic tool now reaches 30 million people in 67 nations, 42 languages and dialects; The Children-at-Risk program covers 10-plus million children in 15 countries in eight languages; J127 Clubs across India impact nearly 3,000 children who have endured extreme trauma or are at risk of exploitation and abuse; and thousands of Indian pastors and small group leaders in 11 Hindu-speaking states have been provided with audio copies of Warren Wiersbe's "Be" series Bible commentaries.

"Eric is gifted in finding voids in our world—deeply underserved areas —then equipping the local Church to care for the least of these, and for the long haul," Doornbos said. "The leadership team and board of trustees are grateful for the amazing work God accomplished through Eric during his time at Cook. And we pray God's richest blessings over him in this next season of his life and ministry."

"Until a new president is found, we will diligently come alongside the capable people on David C Cook's Global Mission team," he added. "The incredible momentum in Global has not diminished. God is continuing the work He began, reaching millions with the gospel, whole life discipleship and soul care."

Thurman is widely regarded as an expert in international philanthropy, both Christian and humanitarian. Before joining Cook, Thurman was CEO of Geneva Global, which researched and placed grants in more than half of the countries of the world, company officials said.

Fans of A&E TV's popular reality show Duck Dynasty will get their ducks in a row this holiday season when the Phil Robertson family releases its first Christmas album.

Universal Music Group Nashville announced recently that Duck The Halls: A Robertson Family Christmas will hit stores Oct. 29. Capitol Christian Distribution will distribute the CD to Christian retail channel.

"We are happy, happy, happy to announce the release of Duck The Halls," Capitol Christian posted on Facebook. "This Christmas CD will be a must-have item on everyone's Christmas list this year. Duck Dynasty is the No. 1 reality series in cable averaging 8.4 million viewers weekly. Season four of the TV show will begin airing [this] fall. We are very excited about this music release, and we know you will be also! Let's get the word out to our customers!"

Duck Dynasty features the Robertson family, who transformed their home-grown, duck-call business in Louisiana into a multimillion-dollar sporting empire, while staying grounded in faith and family values. The show has spawned a plethora of popular Duck Commander line of products, as well as best-selling books.

Duck Commander products, including Uncle Si's tea cup; Faith, Family, Ducks T-shirts; souvenir cups; bracelets; and mugs, are best-sellers in Christian retail, according to New Day Christian Distributors.

"Several items in this product line display overtly Christian themes such as 'Faith, Family,' 'Ducks or Fear God, Love Your Neighbor, Hunt Ducks' and stores are finding that the Robertson family's openness about their faith and values are really driving the sales within the Christian market," said Michael Turner, director of product acquisitions for New Day. "More than just product or a TV show, this family lives what it professes and consumers appreciate that."

The Duck Commander Family (Howard Books) recently reached a milestone with more than 500,000 copies in print. Released in October 2012, the book was written by Willie Robertson, who serves as CEO of Duck Commander and Buck Commander, and his wife, Korie—daughter of former Howard Books Publisher John Howard, who also now works at the company.

Released May 7, Duck Commander founder Phil Robertson's Happy, Happy, Happy has claimed the top on the June 30 New York Times Hardcover Nonfiction best-seller list, with The Duck Commander Family trailing at No. 10.

Parable Group has announced that 10.6 million emails have been sent to consumers in the last 12 months by independent Christian retailers through SnapRetail.

Parable's partnership with SnapRetail, launched in March 2012, offers email and social media and marketing solutions for retailers, featuring more than 115,000 product images from 80-plus Christian publishers, music companies and gift companies.

"Email may be one of the oldest online marketing strategies, but it is also one of the most effective," said Parable Business Intelligence Manager Erik Ernstrom. "More and more Christian stores are recognizing its effectiveness and are using the SnapRetail email program to reach their customers more often. It's a simple solution that makes sending emails to Christian customers easier than other email options."

Retailers can customize, schedule, send and simultaneously post emails to Facebook, Twitter and Pinterest.

"Email marketing is tremendously cost-effective," said Parable founder and CEO Steve Potratz. "It's exciting to see store owners realizing the potential they have for traffic growth and increased sales using email marketing—and emails that complement their marketing group catalogs, no matter which marketing group they are with."

Visit http://www.parablegroup.com/snapretail/ for more information.