A message from Geni Hulsey, president of the Church Bookstore Network:

Among the wonderful articles in Christian Retailing magazine each issue is the result of a "Mystery Shopper" visit by the magazine to a store somewhere in the U.S. There's always something to learn from reading this anonymous customer report, but let me suggest you go a step further and arrange your own undercover assessment of your store.

There are commercial operations that do this sort of thing, but you should be able to organize your own inexpensively by recruiting friends and church members. A "thank you" coupon could be all you need to invest.

The first step is to decide what you want to know about your operation. Do you want a critique of your entire store, or do you want to focus on a particular aspect, such as customer service, staff knowledge of product or inventory? Maybe you would like an opinion of the appearance and ease of shopping your store?

by Bobby Williams

Refreshed and renewed--that was the theme of our day at Gateway Church in Southlake, Texas, Aug. 20, and we walked away with renewed passion for what we do and refreshed for the day-in, day-out task that is running a church bookstore and coffee bar.

We had an incredible turnout, with 50 people in attendance-12 for our coffee bar meeting and 38 for the bookstore meeting. We started our day with a time of worship led by Gateway worship leader Tom Davis. Then our devotion was lead by Gateway pastor Joe Oakley from Grace Fellowship Church in Grand Prairie, Texas, who formerly worked for Family Christian Stores. He reminded us that we are "equippers" through our bookstores.

SOUTHERN CALIFORNIA

Monday, Oct. 19, at Cottonwood Church in Los Alamitos, Calif. Topics to include "Retail Essentials-Developing a Bookstore," "Building and Maintaining a Volunteer Team" and "Merchandising Your Store."

Contact Cottonwood Church bookstore manager Rose Seeley at This email address is being protected from spambots. You need JavaScript enabled to view it., or call 714-947-5356.

by George Thomsen

Sunday sales for a church bookstore typically account for 40-60% of the weekly business. This means not only more sales volume but also more people who need to be quickly and efficiently served. Therefore, it is important that we do all we can to facilitate service to our customers on the busiest day.

Design
A good church store designer will provide more generous aisle widths and plenty of open space at the entrance to the store and in the cash wrap area. Clear and readable signage is also important.

Ordering
It is critical that product be available when customers are in the store. Buyers should be trained to submit their weekly replenishment orders to suppliers Monday mornings. This allows for most orders to be filled and received in the store by the next Sunday.

Opportunities to pray with customers can arise in church bookstores, but the staff at Daily Bread Books at Hosanna! Lutheran Church in Lakeville, Minn., are a bit more intentional. They offer to pray over every Bible that they sell. If the customer accepts the invitation, staff gather round and lay hands on the Bible and pray that God's Word will be powerful and effective. Later, customers return "and say they enjoyed it so much," said founding manager Heidi Bodette. "I don't know how many stores do that, but that's a signature (here)."

What do I do with an employee who is constantly receiving calls on his cell phone during work?

The policy regarding personal calls during work, including the use of cell phones, should be firmly stated in your employee manual (Betty is assuming that you have one!).

I stand firm by the adage "What you do on your time is your business, but what you do on my time is my business." And, I am certainly not paying my staff to yap on the phone.

There is a time and a place for everything, and work is not the time for personal calls. They are inappropriate for several reasons. First, most cell phone rings are loud, annoying and an interruption to the business flow of the store. Far too often I have been right in the middle of helping someone select a Bible when, two rows over, the chilling ring of the "Darth Vader" theme rises from our frontliner Eugene, who has selected this ominous alert for calls from his father.

Bookstore employees should set an example of professional behavior. Anything less is unacceptable. And a word to the wise: Professional behavior begins at the top-so managers, take heed.

Got a question for Betty Bookstore? Write to her at This email address is being protected from spambots. You need JavaScript enabled to view it..

Conflict is a fact of church life, and church bookstores may find themselves at the center--either because of a disputed book they carry or resources members are looking for to support their side of a difference with others.

But resolving conflict doesn't necessarily mean that the differing parties have to come to agreement, according to John H. Beck. Ordained with the Evangelical Lutheran Church in America, Beck has just completed a three-year study of congregational conflict, and observed that the Matthew 18 outline for reconciliation is often misunderstood.

Gift suppliers Kerusso and Carpentree are offering gift training free of charge in their Webinars online at the Virtual Christian Retailing Show, sponsored by Christian Retailing magazine.

Carpentree offers its Webinar on "Successful Art and Gift Sales," and Kerusso presents "Keys to Apparel Sales Success." Both recorded sessions will be available through the end of the month. Carpentree's Webinar can be viewed here https://www.christianretailing.com/online/vcrs2009/assets/webinars/1.html
and Kerusso's here. https://www.christianretailing.com/online/vcrs2009/assets/webinars/2.html

The Web-based virtual show involves 25 exhibitors that took part in the International Christian Retail Show last month, presenting products and extending some special offers to buyers. The virtual show has had more than 3,500 visits from 61 countries in 37 days.

The suppliers' virtual show presentations include links for further information on specific products, and access to company Web sites, press releases and catalogs.

Retailers and suppliers can also connect through the Christian Retailing Community Forum, for fellowship, encouragement and business. The forum can be accessed through the virtual show site. http://vcrs.christianretailing.com

Everyone is trying to tighten their belt these days. What has your store done to help church members looking for resources to build and strengthen their faith, but also counting their pennies? What has worked and what hasn't?

Share your ideas and experiences with others at This email address is being protected from spambots. You need JavaScript enabled to view it..

"Why are you downcast, O my soul? Why so disturbed within me? Put your hope in God, for I will yet praise him, my Savior and my God."

Psalm 43:5, New International Version