Bridging the Gap

The Customer is....God

2008-02-08T12:14:42-05:00

Let's be clear right off the bat. The customer is not a god, but is, in my opinion, the I AM. He is our customer. Why do I say that?

Everyday people enter Christian bookstores across America and abroad and sometimes on the internet. God draws them to use resources that affect their lives and the lives of others. Our stores are one avenue He uses to do that. So at the end of the day God is walking into our stores. He is browsing the shelves and drawing people to particular products that will accomplish His purposes.

Honestly, what else can explain someone walking into a store, purchasing a product to give to someone, and the result being a life-changing decision for faith in Christ? Who, other than God, could make all of that happen?

For this reason, I believe that the customer is ...God; therefore, the people who purchase and utilize products in our stores and online are extensions of God's ministry to human beings. I really believe that every decision that we make as a business must have the customer at the heart of what we do. This is serious business. We must run our company with the intention of making decisions that allow us to always be there when the customer needs us.

So, Berean will continue to be about serving God as we serve our customers. A man by the name of John Bolten bought this company in the mid-1960's. John was a very wealthy industrialist who had fled Nazi Germany during the 1930's. He had re-committed his life to Christ at a Billy Graham crusade in the 50's. John became a personal friend and confidante of Billy's over the years.

I remember a story about John Bolten, told by a previous President of this company, Dan Miles. Dan said that during the winter, he would meet John in Phoenix for lunch. During that meeting, this man who ran a publicly traded company (Standex International) would always want to know one thing from Dan. Not, how is business. Not, are you hitting your numbers. None of these were on his mind. What John wanted to know was: What books are selling in the stores? What needs are we meeting? Is the cause of Christ being furthered in these stores?

That legacy continues to drive what we do. We must be about serving our customer to further the cause of Christ. All the decisions we make must spring from this one.

Into the Storm

2008-01-21T12:46:35-05:00

Buffalo are notorious for standing and facing into the winds of a storm. They don't run, they face the storm head on. That is what its like in Christian retail sometimes. For the sake of the ministry accomplished in our stores, we must face the storm head on.

I am so thankful for the many comments to my previous post. It is great to see so much support for the ministry of Christian retailing.

These comments lead to another concern of mine and my next question: What can a Christian retail store provide that is not being provided today? This is perhaps the toughest of all questions since it requires a person to describe a felt need, or even a need that is not yet understood.

For instance, these days millions of people own iPods. Who needed an iPod ten years ago? But today, many people cannot live without their iPod. The way they listen to music, even their music listening needs have changed by the very existence of this little device. And so, retailers have had to change in order to meet the needs of millons of iPod users.

What tool, method of delivery, service, or product could a retailer of Christian products engage in that they currently aren't? How can we better serve our customers? What are we missing? What haven't we thought of?

If we are to lift Jesus up in today's competitive retail climate, how can we do it better? While we know that God is victorious in the end, there is no denying that Satan is winning some battles along the way. Some of them include the battle for where people shop, and what they want to buy. What can we do that would equip us to fight the glitz and glamor that secular retail offers?

I am convinced that to have a greater impact, we must be more effective at delivering the right product in the right way more often. The wisdom of the reader is appreciated.

Does God Need Christian Retail?

2008-01-11T15:33:09-05:00

It is a big question and one in which I need your input. Since 1815, it is estimated that between 5.5 and 6.0 billion Bibles have been printed. That estimate may be low. The church around the world continues to grow at a rapid rate. Churches utilize an array of resources to minister to and shepherd their congregations. What is the role of Christian retail in helping the church accomplish its mission? What role does Christian retail play in God's work in the lives of individuals? Does God need Christian retail?

While my opinion may be biased in this regard, I am looking for input and comments from anyone willing to dialog on this topic over the next few weeks. Does God need Christian retail?

The question I am asking is not a theological one. I am not asking about the nature of God. Nor am I interested in discussing if God has needs. I am asking if Christian retail plays a vital role in the chain of Christian ministry around the world.

What is that role to you? How should it change? What is wrong with Christian retail the way you see it in operation? How can we be more effective?

My job on behalf of Berean is to help keep our company tuned-in. Fine tuning is necessary to zero-in on the needs of our customers as much as possible. There is a danger in opening this dialog, but not opening it, I believe, is even more dangerous.

I have related an illustration to some of our people recently. It goes like this.

A barnacle is a sea creature that grows on docks, ships and fish, most specifically whales. Barnacles are not parasitic and don't feed off of their host. Barnacles that attach themselves to a whale feed off of the plankton that are carried along in the ocean water. Once a barnacle attaches itself to its ride it stays there for life, trusting that the whale will lead it through nourishing waters. Their trust (not that barnacles can trust) is in the fact that the whale knows where he is going.

I submit to you that we, in some ways, should make sure that we attach ourselves to what God is doing and go along for the ride. Many times I find myself attached to my own direction, when instead I could more easily accomplish a missional objective in life if I would just attach myself to what God is doing.

I have a strong desire to help our company remain attached to what God is doing. Does God need Christian retail? I am asking for and will appreciate your thoughts. Is what we do valuable and what should we be doing that we are not? Has God used Christian retail in your life? What should we do to make sure we stay sharp and meet our customers' needs?

More to come.....

The Long Wait

2008-01-04T15:58:26-05:00

My family and I are two years into an adoption wait. My wife, 3 sons and I began this Journey in May of 2005. It was supposed to be an 8-12 month process. That has turned out not to be the case.

We bought our expected daughter her third Christmas ornament this year. My wife has been purchasing the Christopher Radko Adoption Ornaments for 3 years now. We collect an ornament for each of our children each year. In November of 2005 we thought, "Wouldn't it be nice to get her an ornament, and next year she can hang it on the tree?" Well she now has three to hang. We are praying the fourth will be bought while she is here.

It has been an exercise in patience to understand this process. Balancing the longing in our hearts for this little one that we don't even know, with the fact that we are waiting, waiting, and waiting. God called us to this journey, but the path has been trying.

This is my year of hope. I am anxious for this change in our home. I would ask you to pray for expediency in the days ahead. I am looking forward to what God will bring in this new year. And above all, I pray he brings and end to the long wait.

Christmas is about change

2007-12-21T11:28:39-05:00

It is no secret that retail is tough for many businesses this Christmas season. I remain optimistic about the finish to our selling season at Berean as Christmas has moved another day down the road this year. However, I was reminded about the impact of the season by another retailer recently, Hobby Lobby .

Since 1997, Hobby Lobby has been placing a full page ad in the newspapers of over 250 markets across the country, now including USA Today . The ad seen here, Hobby Lobby Ad , is a reminder to the world about the meaning of the season. I admire this company and the family who runs it. They are an example to the world of what a business run with Christian integrity can look like. The founder David Green has built a legacy in his children and his company.

It is so helpful to be reminded that the impact is not up to us. Our obligation, in our business specifically, is to do an excellent job of providing resources to people that God may use to change people's lives. So no matter what the result of this fiscal business season, one thing is for sure; God will be changing people's lives. This is the ultimate reward of our selling season. While we must be profitable to continue to be a part of what God is doing on earth, our core mission and satisfaction comes from knowing that we have been a part of God at work.

So while many retailers may be left only scratching their heads at the end of this holiday season, Berean won't be. We can be completely satisfied that what we have done this year is making a lifelong impact in lives all over the world. So this will again be a successful Christmas season for Berean.

Glory to God in highest heaven,
and peace on earth to those with whom God is pleased. (Lk 2:14)

Merry Christmas

Christmas and a Rabbit

2007-12-13T00:22:55-05:00

After almost 20 years in retail it is amazing how quickly the Christmas season passes. December becomes a blur as the demands of doing the business of retail takes control. On the one hand it is incredibly rewarding to know that vast amounts of ministry driven product will end up in the hands of people all over the world each Christmas. That is one of the reasons I do what I do. On the other hand, the human side of me ends up being flat-out exhausted. For the employees who are actually in the store on a daily basis this is only amplified many times over. Being on your feet all day long can tend to numb mind and body. I admire those who staff the stores; in their willingness to endure.

I have a favorite story that I read each year to any who will listen. The story is called Barrington Bunny and it is in a little book called The Way of the Wolf, copyrighted the year I was born. Barrington reminds me of what Christmas is truly about. The real story is much better than my summary and I have left out enough detail that it will seem full of life if you decide to buy the book and read the whole thing.

Barrington is a tiny bunny who does not have a family. As he wanders the forest on Christmas Eve he encounters animal families preparing for Christmas. Wondering if he can be invited in, he always ends up discovering that he is not the right kind of animal for the party. He constantly tries to present his case: that he is furry and warm, and this must be a good thing. Yet, it appears no one is interested in inviting an animal of a different kind into their homes.

Barrington gets an idea and scurries around the forest. As his evening draws to a close he hears the small cry of a baby field mouse that has become lost. Barrington invites the field mouse to huddle next to him for warmth. ******Spoiler Warning****** Don't continue reading if you don't want to know the ending.

The morning morning dawns to find that the field mouse is reunited with his family, but he was found beneath the body of a dead bunny. As forest families awake they all find gifts on their doorsteps that have notes attached stating, "A gift, a free gift, no strings attached - Signed a member of your family." Barrington Bunny was a giver.

Barrington reminds me that at Christmas we are the recipients of a gift, a free gift with no strings attached. The one who gives this gift was willing to die for us, of his own accord, just to know we might live.
Barrington captures the essence of Christmas and the heart of the Son who came, lying in a manger. But, it's the manner in which this little bunny gives that always strikes me.

It always seems a struggle for me to actually give at Christmas. I seem to spend more time acquiring presents than I do offering gifts to others, with no strings attached. My desire is to be more of a giver every year. Not just at Christmas-time, but all throughout the year. Perhaps you will find time to read this little story in the book The Way of the Wolf or share the story with others. May we all be reminded to give. I hope I can do that.

As December draws to a close I hope I can look back and see my footprints in the snow. Tracks to the doorsteps of those to whom I have given.

The facts?

2007-11-30T15:01:15-05:00

One of the hardest things to teach my children is that they should not accept things at face value. Ideas and theories are espoused as fact, and when not questioned, can result in a misguided youth (or a misguided adult for that matter).

This came to mind recently when I read an article on Wired . The article called, "Big Bang or Big Goof" , deals with an astronomer who is calling into question a discovery that deals with the age of the universe. I immediately thought of what a great example this would be for my sons. I shared it with them one evening recently.

The point was not the discussion as to whether the universe was really old or not. The issue is that even scientists get it wrong and what was previously treated as fact may be brought into question. The lesson is that we need to question what we hear and filter it.

Scripture is the best filter of all. Thinking for ourselves and not being pushed into a mold by the world is such a hard thing to do. Its even harder to help our kids learn this.

Louie Giglio, author and speaker does an awesome job in discussing who we are in light of the universe that God has created. You can see pieces of it by searching on YouTube.com Or you can order the DVD from his store.

Have a great weekend!

Thanksgiving Food?

2007-11-26T17:24:29-05:00

I just got back from a busy Thanksgiving weekend. I am sure many of you did as well. My family spent the holiday in

Louisville, KY

with the Simmons side of the family. We went the untraditional route of having dinner on Friday afternoon, due to the late arrival of some family members.

At dinner, all of my favorite menu items were served just to my liking. I could have been satisfied just eating the marshmallows off the top of the sweet potato casserole. We all have our favorite holiday dishes and traditions, but its not these traditional items that I’m thinking about today.

I just got back from a busy Thanksgiving weekend. I am sure many of you did as well. My family spent the holiday in

Louisville, KY

with the Simmons side of the family. We went the untraditional route of having dinner on Friday afternoon, due to the late arrival of some family members.

My family has a tradition of eating a very non-traditional dish on Thanksgiving Eve. The dish is Cheese Fondue . I am sure many of you have tasted this delightful fixture of swiss cuisine before, but for the folks who have not had the pleasure of this exceptional treat, let me fill you in.

Taking equal parts (cubed) of Gouda , Emmental and Gruyere , these tasty cheeses are placed in a pot to melt, along with some flour, seasonings, garlic … and a small amount of white wine (the alcohol boils out, don’t worry) is then added to the mix. Yet it is not the ingredients but the stirring that is the key here. The stirring motion must be in a figure eight pattern. This keeps the cheese from becoming too stringy. Stringy Cheese Fondue just won’t do. The pot is placed on a burner on the table, fondue forks with crisp French baguette cubes are dipped in the cheese and then the mouth partakes. It is one of my favorite indulgences.

This non-traditional family tradition reminds me of why I thought working in a business that sold Christian products would be a good idea. As Christians, we can often lose our focus. We know The Way or have a desire to follow in it. Yet we find that mixing in our own humanity encumbers us. Like the Cheese Fondue, we find that we have been stirring the mixture all wrong. We need some help following the recipe again.

Sometimes we just need an author who has walked the same path to talk about how they stirred their cheese. We need a reminder that we forgot something along the way. Isn’t that the way it is? Have you ever made a recipe and eaten it only to say, “Something is missing…” Christian retailers are in the business of providing the broadest assortment of cheese, (umm– products) that remind folks of what they have been missing – what they themselves have forgotten or perhaps need to add to their everyday mix.

Not all our products do this, but most of them do. I am glad I get to be a part of helping people remember. A recipe done right is wonderful. When we can look up and see the path ahead that we had once lost track of – it is food for the soul.

If you want a great recipe for Cheese Fondue, e-mail me and I will be glad to forward it on. Just don’t forget to stir it up, as directed. Be blessed as you serve.

Building a Bridge

2007-10-31T16:29:08-04:00

The first blog post is likely the most odd. Where to begin...

My objective here is to communicate over time my thoughts about retail, (specifically in the Christian products industry ), how ministry is happening in the world today, and the connection of those two things. It is a broad topic; one I hope you will engage in.

I am the President of a 25 store chain of retail stores called Berean Christian Stores . This company is over 70 years old and has stores in 7 states. Berean is a company with a long tradition of serving people as they have both searched for God and have sought to serve him.

Why are there Christian retail stores? Do they serve any purpose? Is it ministry if profit is made? Why should people buy products at a Christian retail store? These are the kinds of questions I plan on discussing.

The first blog post is likely the most odd. Where to begin...

I will start with what I believe to be a pivotal question. Do we believe that God plans on continuing to speak to people through His Word as recorded in scripture? If the answer to that question is yes, then it is essential that His Word be distributed widely and in as many places as possible. As long as God continues to call people to himself, then enabling people to have access to scripture is critical. Making scripture as recorded in the Bible available is an essential part of what our company does.

Just recently I was in one of our stores in Phoenix, Arizona. A lady walked in and asked for a New Testament. I was privileged to be able to direct her to our Bible department where we browsed the assortment. The lady was searching for a New Testament because her sister was not a part of the Christian faith. This woman had come in on a mission. She had been impressed that her sister needed help and she knew the answer could be found in the Bible.

What Berean was able to do that day is what I call "Bridging the Gap". As a retail store we provided ready access to just what this woman needed. We were a facilitator of ministry. Ultimately this Bible, once in the recipients hands, could be used as an instrument of God to affect a person's life. "Bridging the Gap" is what we do every day. We take that role seriously and feel it is critical to the efficacy of the church.

I look forward to writing on a regular basis. I am pleased to have the first post behind me. I am proud to be a part of this company and proud of the people who work here. I hope to be authentic as we share this discussion. "Bridging the Gap" is what we do, and we aspire to viably connect business and ministry daily.