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Vol.59, No. 3 March 2011

A monthly publication for Exchange associates and their families

· Shop MILLIONS of items · Free standard shipping · No sales tax!

Meet the website designers!-- Page 5


Two groups of heroes

Focused efforts to tell the National Guard and Reserves about their Exchange benefits.

8 Goin' phishing

Learn how not to take the bait when `phishers' cast their lines.

24 Creativity

This Exchange core value can open your mind to a whole new world.


Maj. Gen. Bruce Casella

Reaching out to the National Guard, Reserves

eginning in 2010 and carrying through to this year, we are making concerted efforts to communicate the value of the Exchange benefit to National Guard and Reserve members and their families. Why is it critical we reach out to them? Because more than half of these members do not live near traditional exchanges and rarely set foot on a military installation other than during their training weekends or when called to active duty. We must build loyalty and maintain connection with this unique group of potential shoppers to help raise sales and revenue. Looking for creative ways Of our 12.3 million patrons eligible to use the Exchange, the National Guard and Reserves consists of 1.4 million members, or 10 percent of our customer base. Because these members and their families pose distinct challenges for us, we must continually look at creative ways to market to them. Here are some of our Strategic Marketing's team current initiatives: · Develop a list of locations and contacts for all National Guard and Reserve units, including helpful maps of all major commands. · Brief all regional senior vice presidents in the continental United States on the outreach initiative. They will work with their area managers and general managers to procure 30minute slots with National Guard and Reserve units to connect personally with them and explain the benefits and value of the Exchange and provide handouts and other materials. · Track the size, location and target audience of each outreach effort. · Measure the success of our coupon redemption to determine program effectiveness. Conventions and partners Our strategic marketers also will appear at conventions and other events, such as this past September's Yellow Ribbon Conference in Orlando, Fla., where they briefed representatives from all 50 states. In addition, Exchange managers will collaborate with our partners, such as the Defense Commissary Agency, for promotions aimed at National Guard members and Reservists. In 2010, for instance, we joined DeCA for "case lot sales" where we displayed our products in locations easily accessible for these valued shoppers.


Thousands of National Guard members and Reservists fought in Afghanistan and Iraq--and responded to disasters in the United States. Although the presence of National Guard and Reserve members on military installations is limited, they make up 26 percent of our total online customers at, which offers 18 million products 24 hours a day. Directing them to the website so they can shop online is critical to our outreach. Buddy lists, mobile marketing, Facebook In addition to reaching out to the National Guard members at their 800+ training facilities, we are contacting them through buddy lists, direct mail, mobile marketing, Facebook and other social media sites. They will receive money-saving coupons, publications just for them, and customary marketing and advertising material about the good deals in our traditional stores and on www. Unending devotion I know from first-hand experience how valuable the Exchange is to troops in Iraq, Afghanistan and throughout the Middle East, where thousands of National Guard and Reservists served--and are serving--fighting the Global War on Terror. These brave citizen-warriors also serve Americans here at home, helping with border security and relief efforts from blizzards, hurricanes, forest fires and civil unrest. Their unending devotion to serving America is why we're very happy to support the National Guard and Reserves--and they, like all our patrons, deserve our very best effort. Our intense marketing efforts should enable us to reach more Guard members, Reserve Soldiers and Airmen and their families than ever before.

Their unending devotion to serving America is why we're very happy to support the National Guard and Reserves--and they, like all our patrons, deserve our very best effort.

The Exchange Post

Vol. 59, No. 3 March 2011 Army and Air Force Exchange Service P.O. Box 660202, ATTN: MK-SCC Dallas, TX 75266-0202 Phone: (214) 312-2766 or DSN: 967-2766 e-mail: [email protected]

Maj. Gen. Bruce Casella

Commander Vice President, Strategic Corporate Communication

Joyce Bowers

Barbara Kirsch


Steve Smith

Assistant Editor


March 2011 The Exchange Post

Chief Operating Officer

Michael Howard

You're invited to be part of the celebration!

A grand celebration . . .

Gleaming, new debuts

or the past few months, I've talked about our organizational goals and how each of us has a role to play in the Exchange's success. This month, I want to focus on a specific tool all of us should promote. Did you know that our website,, has been around since 1997. This year, I want us to increase our online sales by 1115 percent. To accomplish this lofty goal requires commitment from everybody. A website is reborn To help achieve this increase, the Exchange will celebrate March 26-27 the launch of the new and improved I expect the visually-appealing and easy-to-use enhancements will improve the online and catalog shopping experience for all of our valued customers. New features will include: · New look and feel on all pages. · Enhanced site design with easy navigation. Basic tab functionality and simple Extending our online presence


"I want us to increase website sales by 11-15 percent. To accomplish this requires commitment from everybody." On Page 5, find out who brought a dynamic style to

mouse-over navigation allows you to easily maneuver and access everything. Simply roll the mouse over something and click. · Improved grouping of corporate, store, catalog and online channels with userfriendly selections. Easily, quickly and seamlessly, users can access our shopping sites, locate the brick-and-mortar Exchange closest to them, find movie schedules and more! · Dynamic new design features. Look for stylish menus and interactive Exchange history timeline. · Integrated social media. In one spot, users can access our Facebook, Twitter, YouTube and blog for special deals, offers, a sense of community--all without leaving our site. · Improved ReelTime Theater section. Find video trailers, celebrity interviews, movie guides and movie schedules for on-base theaters. · Express log-in. Simple dropdown menu on the home page gives you fast and easy access to Exchange Online Store and Exchange Online Mall shopping and savings! Promote, refer, explain So what can you do to help promote the new site? Let's refer our customers to when we do not carry an item in one of our traditional stores. Log onto the website and learn to navigate it so you can show customers how to find that special item. Explain the website's new features. Please note that these upgrades affect the part of the site before customers log in and don't include the shopping portion; that will be updated at a future date. Tell customers about the Grand Opening Sweepstakes with $5,000 in prizes. They can enter up to once every 24 hours at shopmyexchange. com from March 15 through April 18 and hopefully win: · First prize: $2,000 shopping spree · Second prize: $1,000 spree · Third prizes: two $500 sprees · Fourth prizes: 10 $100 sprees

Also, let customers know they can enjoy these exclusive online savings: · No sales tax and free standard shipping; · Super daily specials and advertised specials; · Clearance items; · Specialty stores and Exchange Online Mall, popular retailers offering millions of great values; · Weekly sweepstakes. Clubs, Buddy Lists, text messages Lastly, remind customers they can stay informed easily about all the great savings and coupons by signing up on shopmyexchange. com for the Online Savings Club, Exchange Buddy List, money-saving text messages, and the mailing list for our sales flyers. Let's all "make it click" by visiting the updated site and telling our customers all about this great military benefit.

HQ -- Chief Operating Officer Michael Howard presents his special coins to, left to right, Maricella Esparza, Jessica Provan, Leah Miller and Ingrid Fanini for building the Exchange's presence in the new world of social media. During the holidays, the number of the Exchange's Facebook fans hit 40,000. They also manage the blog,, and the Exchange's presence on Twitter and You Tube. On Page 10, see how "the numbers" spell their success. (Lynda Biggerstaff and David Haning, reporter)

For tips on how main stores throughout the world can celebrate the debut of, see Page 5. The Exchange Post March 2011


exchangenews newsbriefs

Near-perfect inspections flood water plants

he five million gallons of water pouring out of the Exchange's Culligan plants in Germany and Italy meet rigid safety standards. The plants scored 98.9 percent and 98 percent, respectively, out of 100 from the National Safety Foundation, said Sharon Whoolery, the Exchange's industrial program manager. "We continue to enforce strict controls to ensure U.S. foodsafety standards are met through annual inspections, food-defense certifications and constant training of associates," she said. "Culligan bottled water is free of sodium, lead, chlorine and other impurities." The plants produce Culligan drinking, fluoridated and purified water for active-duty military, families and civilian workers throughout Europe, Greenland and the South Pacific's Kwajalein Island. Through local substations, the Exchange also delivers Culligan water to homes in 10 areas throughout Europe and Italy.


Troops knead bread, Korea bakery obliges

he Exchange's bakery at Korea's Camp Market is partnering with the Defense Commissary Agency (DeCA) to expand its products at commissaries throughout the country. Along with its breads, tortilla chips, cookies and custom-made cakes, the bakery will add five County Fair bread and bun products. "These types of bread are typically less expensive and by adding this line, our partner, DeCA, won't have to ship their store brand from the continental U.S.," said Tom Wilson, the Exchange's senior program manager for overseas food plants. "This will save on shipping expenses and our overseas troops will still get store-brand breads in a fresh state as opposed to the breads being frozen then thawed."


Soon to come: enhancements to Weeks of Stock reports!

he Exchange's Business Intelligence is adding a Plan-O-Gram view to the Weeks of Stock Report and enhancing the item attributes so associates can target actionable information down to the item and store levels. Available this spring, the enhancements will affect 1,500 associates who use the applications 15,000 times a month. What is new? · A POG selection menu and replenishment method; · A Min/Max order quantity, where applicable; · An "A," or active status, items only. What is the benefit? · Associates gain visibility into sales and inventory by POG. · Replenishment method identifies "who" should take action. · System may indicate an incorrect min/max that needs adjusting. · "A" or active status filters out discontinued items. · Associates can use as quick reference for field on non-arrow replenished items. · Enhancements combine weeks of stock exceptions by facility and SD view into a single version.

For more information, contact Reggie Dawson, (214) 312-3546 or [email protected]


Exchange wins another major energy award

he Exchange has captured its second major sustainability award in as many months from the federal government. Led by Mel Hendricks, the organization's sustainability experts have won the Secretary of the Army's Environmental Award, the highest honor conferred by the Army for environmental science and sustainability. Army officials said the winners were recognized for innovative research and development, environmental cost avoidance, habitat restoration, endangered species protection, identification and management of significant


cultural resources, waste diversion and green procurement. "Like the Army, sustainability is important to our S Sustaineeds of Exchange asability sociates and teams," Hendricks said. "We are grateful and honored to serve an organization like the Army that values and recognizes sustainability." In December, the Exchange won a Federal Energy & Water Management award from the U.S. Department of Energy for "greening the government."


March 2011 The Exchange Post


By Steve Smith ixing creativity and logic into a treat for the brain and eyes satisfies Susan Spengler more than anything. "Gratification comes from working as a creative professional and combining your ideas along with logical thinking to create something that is visually captivating, memorable and pleases your client and customers," she said. At the Exchange, she and her fellow designers are certainly doing just that. Bryan Johnson, Leida Bartmess, David George, Julie Dunn, Jonathan Neal and Fred Frannin Spengler harnessed their 80+ years' experience to transform the Exchange's website,, from a clunky information repository to a user-friendly, easy-to-navigate shopping showplace.

Website designers put 80+ years' experience to work


Stylish menus, graphics, exclusive savings They chopped 3,000 pages down to 1,800, and infused the site with usability improvements, eye-popping designs, stylish menus and graphics, integrated social media, interactive Exchange history timeline, speedy log-in, and direct access to video trailers, celebrity interviews and movie guides in the ReelTime Theater section. The changes, part of the entire Exchange rebranding project, will debut March 26, at which time associates and customers can check it out. "We're anxious to reveal the new site so that associates and customers can enjoy the improved online experience whether they're looking for corporate information, various resources, special offers in their nearest Exchange store or access to the All Services Exchange Online Store and Exchange Online Mall shopping sites," said E-Commerce Marketing Manager Jon Leines, who oversees the redesign project. "What is critically important is making our corporate website

so attractive and easy to use that customers are more than willing to click-through to the online store and mall, where their purchases will add to our sales and earnings to help fund MWR facilities and quality-of-life programs," Leines added. Senior managers expect online sales to increase substantially with the new design. For the past three years, the Exchange's online sales totaled $528.6 million, nearly $167 million for 2010 alone. Chief Operating Officer Michael Howard is issuing the clarion call to boost the revenue by 11-15 percent (see Page 3). Part of rebranding The redesign is part of the Exchange's entire rebranding initiative that debuted this past fall with a new Exchange logo at Tinker AFB, Okla. (see October's Exchange Post). The designers will update the website regularly with banners, e-newsletters, buddy lists, sweepstakes, social media, mobile apps and promotions. "I'm very proud to have been a part of this project, and the work that is being done here is top notch," said Bartmess, the project manager. "We hope customers find the website as visually appealing, easy to navigate and informative as we do." Capitalizing on the Internet In 1997, meanwhile, Johnson helped launch the original website, a brainchild of then-Commander Maj. Gen. Doug Bunger. "The site has grown significantly to capitalize on the Internet's capabilities as a communication tool with our customers," said Johnson, who supervises the design team. "The site has evolved from strictly informational to revenue-generating." Meanwhile, team members said the project stirs their creative juices. "Our customers will find the resources they need more quickly, and thus the Exchange will be able to better serve them," Spengler said.

"What is critically important is making our corporate website so attractive and easy to use that customers are more than willing to click-through to the the Exchange Online Store and Exchange Online Mall." --Jon Leines, e-commerce marketing manager

Tips for how main stores can celebrate debut of

orldwide, main stores are asked to participate during the online launch celebration. Here are suggestions for your main store event: · Provide computers or laptops and dedicated associates to sample the new site; · Help customers signup for online sweepstakes and other features. · Set up sweepstakes boxes in your main store for special online in-store drawings. · Make it festive with cake,


punch and balloons. · Include a separate table for MILITARY STAR® applications or even a laptop to sign customers up on the spot. · Remind customers that if they apply for a new MILITARY STAR® credit card they will get an extra 10 percent off their day's purchases. This 10 percent combined with the one-time 15 percent off between March 26-April 2 at could give customers nearly 25 percent off their online purchase during this timeframe. The MILITARY STAR® discount offer will be applied after the online discount offer. The Exchange Post March 2011



COO's Customer Mania

Sarah Withers, Military Clothing Sales Store Luke AFB, Ariz.


arah Withers at Luke MCSS is amazing. She is very helpful, friendly and knowledgeable with military clothing and apparel.

Not only did she help me at the store, but went out of her way on her own time to continue to assist me by calling me from home on her cell phone to make sure I received my order. She even mailed me a Christmas card with my name plates for my ABU (Airman Battle Uniform) when she realized I lived so far away to pick them up in person. I wish more people were like Sarah!

Shoppers shout out about customer service

I would like to say "Thank You" to Shirley Williams of Hunter Army Airfield. I recently asked about an iPad and her customer-service skills were well above Shirley Williams normal. From the customer side, I can only hope my future encounters to be as squared away as the one I had today. Some people are quick to complain, so I just wanted the Exchange to know that you guys really made a customer happy today and you owe it to your employee to thank her. Thanks, again, to Shirley for her professionalism and outright "caring for the customer" attitude. I would like to comment on the friendly and professional customer support I received from sales associate John Rouse at the Grand Forks AFB. On Jan. John Rouse 10, I bought a gun safe from the Exchange and had to put it in the back of my Cadillac, quite a task. John was very helpful with physical labor and support by helping load the safe into my car. We had to remove a wooden platform from the bottom of the safe just to help it fit, then secured my rear door with rope. It was also cold and snowing outside, but John was very friendly, patient and supportive. He's the kind of worker people should strive to hire for customer service. I'm grateful for all his help!! I visited the store at Lackland AFB with my 82-year-old mother who uses a walker and has

Eastern Region

Central Region

dementia. I approached associate Lisa Hauser to ask about using the restroom. I said, "Excuse me for interrupting you." Lisa replied, "You're not interrupting me. You're my customer. How Lisa Hauser can I help you?" She not only escorted us to the restroom, but either stayed with my mom or found another associate so that my mother wouldn't be alone. I never asked Lisa to do this, but she obviously noticed my mom's condition and realized how much it would help. Lisa answered all my sales questions or found someone who could. She is undoubtedly not only a stellar employee, but also a compassionate, strong and remarkably generous person. The world would be much better with more Lisa Hausers. She also let me use the office phone to call my father, who was waiting outside since I couldn't leave my mother to go get him. Unbelievable! I was in a store that gave the highest class of personal service! I would like to send a comment for Darci Peters, who works in the Camp Foster flower shop. I went to the shop Dec. 22 to order a last-minute arrangement Darci Peters for my friend and have it delivered. Because Christmas was only three days away, the selection was limited. I told Darci what I was looking for and what I wanted to spend. She said she would put something together that night and have it delivered the next day. My friend and I thought the arrangement was amazing! We were both very happy with what we received. Her

can-do attitude and her professionalism is second to none! Thank you, Darci, and thank you, Exchange, for hiring her. I'll be back. On Jan. 12, a friend and I visited the Heidelberg Exchange. While at the BookMart, I encountered a very polite and courteous employee named Juergen Juergen Ackermann Ackermann. He seemed to be very happy with his job, which you don't find too often with customer service nowadays. I work in the customer-service field and know how important it is to make the customer feel important and welcomed. It was a breath of fresh air to have someone such as this young man to deliver the excellent service that he provided. Please share these comments with him and tell him to keep up the great work and keep smiling. It's noticed and very appreciated.

Europe Region

Pacific Region

Western Region

I had ordered a netbook as a Christmas present for my daughter. When the computer didn't work, I called the 1-800 number and talked Deryl Wingate to Deryl, a customer service representative. What a great help Deryl was. He said I could exchange the computer with no problem. In the process of the call, I got disconnected. I was called back right away. I just want to say, "Thank you" for helping out and not giving me excuses of not taking it back and exchanging it. Deryl was such a great help and easy to talk to. Thumbs up, Deryl!

MK-Catalog Call Center


March 2011 The Exchange Post


How the Exchange makes, spends money

The `E' word: how important are earnings?

etting more customers to spend money at the Exchange is critical to the bottom line, but another figure is equally important--earnings. What are "earnings?" Simply put, earnings are all sources of revenue minus expenses; in other words, profits. In the private sector, earnings determine the size of stockholders' dividends-- regular payouts for investing in the company. Lackluster earnings may mean layoffs, lower stock value, and stockholder revolts that often lead to CEOs being shown the door. At the Exchange, our earnings determine how much dividends we give back to the troops for the

Rogue's Gallery

By Capt. Lucas McMillen Assistant General Counsel


Army's Morale, Welfare and Recreation programs and Air Force Services. In 2009, our earnings hit $428.5 million, and MWR, Air Force services and similar programs for the Marines and Navy got about 61 percent--or $262 million. Good earnings, pay bonuses The remainder of the earnings was plowed into gleaming new stores and renovated facilities to provide exciting shopping destinations for customers. What's more, whether you get a pay bonus is directly related to how well the Exchange does in earnings. So, cutting expenses and treating customers right equal healthy earnings--and that means great dividends and possible pay bonuses. Problems in any of those areas could mean less-thansteller earnings and other problems.

ith the turn of the calendar, the Exchange is atwitter with excitement over the new: new year, new logo, new strategic plan, new opportunities to fulfill its mission. This fresh gust of optimism has even reached your Rogues' Gallery staff at Exchange headquarters, where we resolve to become even more strident at stamping out skullduggery! To the reports! Unique discounts In 2009, at Andrews AFB, Md., an associate drew the attention of Loss Prevention after suspicious discounts appeared on his shift paperwork. The surveillance tape showed him selling a television to his friend at a let's-hope-no-one'slooking discount of 75 percent. The associate confessed to hooking up his friends with discounts totaling nearly $2,900 in unauthorized gifts. A federal judge got very unfriendly with this scoundrel, sentencing him to 90 days in prison, six months' probation, full restitution and a $150 fine. A whopper of a discrepancy In February 2007, at Sheppard AFB's Burger King in Texas, LP investigators began surveillance after noticing discrepancies between cash reported and cash-on-hand. They caught an associate concealing cash from the drivethru register in his pants pocket--and then doing it 11 more times. He also was linked to a phony coupon scheme. A magistrate ordered him to repay all the stolen money, gave him six months in prison and two years' probation to think about how wonderfully the whole stealing thing worked out for him. Another nabbed ne'er-do-well Another little charmer--a former gasstation associate at Guam's Andersen AFB-- fraudulently used Exchange gift cards 15 times in 2008. I'm thinking it's a safe bet she'd never read this column because if she had, she'd have learned about LP's constant successes at catching ne'er-do-wells attempting gift card fraud. Caught via surveillance camera, she admitted to her criminal scheme. In district court, she was slapped with five years' probation and full restitution.


Inspections: The `do-over' really does exist

By Maj. Sonia E. Leach Chief of Inspections

ast month, I shared with you two perspectives that could help alleviate the stress associated with a visit from the Exchange's Inspector General's office. Those perspectives were that we're "honest brokers" of information who help you ensure you're in tune with policies and procedures. Secondly, we're global, not local. We look at the Exchange's "big picture." Here are two other perspectives. · Free "do over." An inspector saying an area doesn't comply with Exchange standards is a chance to make corrections without penalty


from your supervisors, but you need to make the changes immediately. Also, this doesn't apply to certain violations of law, which must be reported to proper authorities. · Motivation for change. Inspections can highlight areas needing attention from senior Exchange leaders, which has resulted in policies being modified or abolished because they didn't add value to associates or operations. They also focus attention back to vital areas neglected for too long. In the coming months, I'll write about other inspection topics. Ever wonder how the IG chooses the items we inspect? Want to know why your Exchange was chosen for an IG inspection visit? Are you curious about what happens after we collect all that data? Stay tuned! The Exchange Post March 2011



Special alert!

Gift cards with checks need special attention

By Gerald J. Danish Vice President, Loss Prevention

Home poisonings: don't be a statistic

eaths from unintentional poisonings have more than tripled during the past 20 years, with overdoses of over-thecounter, prescription and illegal drugs now the country's second leading cause of inadvertent deaths. At least 90 percent of the poisonings occur in the home. In fact, alcohol, beauty products, carbon monoxide, household cleaners, medicines, pest killers, plants, spoiled food and hydrocarbons, such as lamp oil, kerosene, gasoline and lighter fluid, can extract a deadly toll. Accidents at the Exchange Each year, 2 million poisonings are reported to 61 poison control centers across the United States--one every 13 seconds. March 20-26 is Three out of four poison National Poison deaths strike Prevention adults 20 to 64. Week. More than half of poisoning exposures involve children under 6. At the Exchange, a few cases of carbon monoxide poisoning have cropped up, caused largely by improper ventilation from propane buffers. Other causes were improperly working exhaust fans and malfunctioning heating units. Know the symptoms! Low levels of carbon monoxide poisoning cause shortness of breath, nausea and headaches. Moderate levels of exposure include headaches, dizziness, nausea and light-headedness. High levels can be fatal. If you suspect this poisoning, get fresh air and seek medical attention immediately. A blood test will determine if poisoning has occurred. Remember: "Accident Free is the Way to Bee."


ast year we supplemented our gift card business by adding third-party gift cards. Our customers can now select the perfect gift--music, dinner, or a night at the movies--that they can use anywhere. Our best selling third-party gift cards are the American Express (AMEX) and VISA cards; Exchange gift cards also are customer favorites. Prime targets for fraud Unfortunately, the popularity of gift cards also makes them a prime target for fraud because crooks can sell them easily or trade them for cash. As of early February, nearly 18,000 gift cards were being sold on eBay, the popular auction and shopping website. We are not immune to fraud schemes as evidenced by our growing number of cases involving

· $500 for "safe checks." Customers who bought gift cards via check in the maximum amounts listed above cannot cash a check for money, receive change back or purchase any other type of cash instrument within the same business day. Success means boosting earnings the use of bad checks to buy tens of thousands of dollars worth of gift cards. Needed limits Our growing losses underscored the need to limit the dollar amount of checks accepted in payment for third-party gift cards, such as: · Gift cards limited to $300 for purchases made by personalized check; · $100 for non-personalized starter checks and two-party checks; Purchases made by other methods of payment, such as credit cards, debit cards and cash, are not subject to the limitations. As with any policy change, training associates is key to gaining compliance and reducing losses in our operations. The rule is simple: when customers are buying gift cards, treat them as cash and follow the check-cashing guidelines highlighted above. Success in this area will prevent fraud and enhance our overall earnings.


Watch out for `phishy' e-mails

Protect yourself, the Exchange, from phishers

By Hector Jaquez Jr. Information Technology Directorate

eople don't do this type of "phishing" with rods and reels, and they certainly aren't catching their dinner. They are casting their lines to catch information--specifically, your information and critical data on Exchange customers. A serious privacy threat, phishing occurs when a crook contacts a person by phone or e-mail and asks for Social Security number, birth date, computer passwords and other tidbits. How not to fall for the bait Armed with that information, the phisher could steal your identity or comprise a company's system security. Experts contend that phishing accounts for $60 million to $2 billion in losses a year for companies. E-mails pretending to be from legitimate retailers, banks, organizations and government agencies are the most common forms of phishing, according to the National Consumers League. If you receive an e-mail or call from any organization asking you for personal information, view the contact as a potential attempt at fraud. Do not respond.


In addition, e-mails from "companies" that request that you enter, re-enter or confirm your personal info are extremely rare. A much safer option is typing the organization's official, published web address directly into your browser. Don't get attached to attachments Always be suspicious of e-mail attachments, because the sender's name can be forged. Determine if the e-mail's content is consistent with what you would expect from that source. If you've been phished, contact companies with whom you have accounts immediately and the Federal Trade Commission's ID Theft Clearinghouse, (877) 438-4338. Detecting and preventing At the Exchange, IT-Security's sophisticated technology detects and prevents nearly 150,000 attacks a week to its computer systems. The Exchange protects critical Social Security and credit-card numbers, among other data, from being copied to removable devices that culprits can sneak out of the building and use illegally.


March 2011 The Exchange Post


4 things to consider before raiding your 401(k) account

ou may be able to borrow from your 401(k) retirement savings account to pay for certain things, but is it a good idea? Consider these facts before you request a loan from your account. · The money you borrow can't grow for retirement. When you take money out of your account, even for a limited time, it simply isn't there to collect interest or dividends or benefit from a rising stock market. Compounded growth potential or the ability to build potential earnings on top of previous earnings are key advantages of your retirement savings plan. By leaving your account untouched, you improve your opportunities for this type of growth-- and increase your chances of having significantly more money when you retire. · If your employment ends, the loan may default if not paid back immediately. If you end your employment and don't pay back what you owe within 90 days, the amount may default and is considered a distribution. You'll owe income taxes on the amount you haven't paid back and possibly a 10 percent earlywithdrawal penalty if you're younger than 59-and-a-half. · You'll pay back your loan with after-tax dollars. When you take a loan from your retirement savings account, you borrow The ability to build money that you had potential earnings put away on a pre-tax on top of previous basis. You will pay it earnings are key back with after-tax dollars so taxes become advantages of your a factor: you pay taxes retirement savings on the portion of your plan. paycheck that goes to repay the loan. · Restrictions and expenses may apply. You are limited to one loan at a time and the amount cannot exceed 50 percent of your account balance. Additionally, you will be assessed fees to initiate and maintain the loan. Whenever you think of raiding your Exchange 401(k) Retirement Savings Account to get money, remember that the account helps you establish financial security for your golden years of retirement so you won't have to struggle to make end's meet.

Antacids to upset tummy: doctor's okay now needed for some OTC drugs

ou'll need a doctor's prescription for that over-the-counter cough syrup, ointment to stop that pesky itch, pills that help you doze off and stuff to calm your upset tummy before you can get paid back from your healthcare flexible spending account. Under the federal government's healthcare reform legislation that took effect Jan. 1, you'll need the doctor's written okay for these products that fight: · Acid indigestion · Allergyandsinus · Antibiotics · Baby rash ointments and creams · Cold sores · Gas and diarrhea · Insect bites · Coughs, colds and flu · Digestion problems · Anti-fungal and anti-itch · Hemorrhoids · Insomnia · Laxatives · Motion sickness · Pain · Parasites · Respiratory problems · Smoking · Stomach problems What can you get without a prerscription? You won't need a prescription for: · Bandages · Contact lens solution, lubricant drops, patches and other eye-care products



· Family planning items · Blood pressure, cholesterol, diabetes, colorectal cancer, HIV, urine problems and other home tests and kits · Incontinence products · Insulin · Knee and elbow supports, and other joint bandages · Thermometers · Vaporizers and humidifiers Things ineligible for reimbursement, period Regardless of whether you have a prescription, cosmetics, denture care, hair care, homeopathic medicines, nail care and personal grooming, routine dental products, skin care items, vitamins and weight-loss aids, among others, are not reimbursable. These lists aren't all-inclusive and could change based on rules from the Internal Revenue Service.

To get answers your questions about whether certain medications are reimbursable from your FSA and to stay updated on changes, check out the IRS' website, or

Have you thought about longterm care insurance?


ill you ever need long-term care in an assisted-living facility, nursing home or some other arrangement? If so, how will you and your family pay for the incredibly expensive services? Thinking about long-term care now is important because a nursing home or similar facility can deplete a family's savings. In 1994, long-term care cost the typical American nearly $43,800 a year. By 2030, that figure will likely skyrocket to $300,000, insurance experts say. Besides, most people would rather receive such care in the comfort of their homes, but government programs such as Medicare and Medicaid limit what services they cover.

Bridging the gap, long-term care insurance helps pay for: · Assistance with eating, dressing or bathing; · Help if you have Alzheimer's or another cognitive disorder; · Daily help with costs associated with custodial care. Enroll anytime--but do your research Experts say to research and consider long-term care insurance as part of your overall financial planning. However, such insurance is not just for the elderly, because any person at any age could need it. You can also enroll your spouse, parents, in-laws and grandparents. Visit Prudential's website, com, type "long-term care" in the search box and click on the first link. Use the group name aafes1 and the password ltcenroll. The Exchange Post March 2011



45 Years of Service

Mose Sanders, Maxwell AFB

35 Years of Service

James Egan, Fort Bragg Bernard Giles, Giessen DC Tracey Kirkland, Fort Rucker John Peterson, Fort Carson Antonio Tognoni, Vicenza AB Janice Walker, HQ

Evelyn Alarcon, HQ Nadine Aldrich, Vicenza AB Krystal Alford, Fort Campbell Lena Allen, Fort Eustis Elizabeth Almazan, Fort Belvoir Jose Arita, Fort Belvoir Maria Arroyo, Fort Sam Houston Uaelesi Asiata, JB ElmendorfRichardson

Wynell Jones, Dobbins AFB Sharon Kaburaki, Yokota AB Kim, Chong-hyon, Korea Jacqueline Kimball, JB ElmendorfRichardson

30 Years of Service

Calamity Benford, Wright-Patterson AFB Kevin Cantrell, HQ Stephen Cruea, Dan Daniel DC Kristina Knopp, U.S. Air Force Academy Juanita McFadden, Fort Gordon Manoj Parikh, HQ Marian Raymer, Luke AFB Alicia Scott-Ross, HQ Susan Stevick, HQ Elna Unrein, Fort Benning

25 Years of Service

Sylvia Angleberger, Schweinfurt Vicenta Calobrides, Fort Buchanan Chi, Yong-ku, Osan AB Choe, Min-cho, Osan AB Chon, Mon-uk, Osan AB Dirk Cotton, Fort Eustis Kwang Dandridge, Fort Sill James Farnham, Fort Dix Joseph Flores, HQ Elsa Gonzalez, HQ Takefumi Hattori, Yokota AB Kohichi Hamura, Yokota AB Han, Yong-ki, Osan AB William Henriquez-Reyes, Fort Dix John Huff, Fort Campbell Vickie Jones, Fort Gillem Encarni Keenan, Fort Carson Kim, Hyong-Jui, Osan AB Kim, Hye-suk, Camp Humphreys Brenda Krueger, Offut AFB Juana Lopez, HQ Kenneth Moss, Atlanta DC O, Chang-sok, Camp Humphreys Marie Violeta Orola, Nellis AFB Pak, Chae-ho, Osan AB Tammara Palombi, Keesler AFB Dennis Patton, Fort Bragg Joan Richmond, HQ Jimmie Rogers, Fort Meade So, Chae-ok, Camp Walker Song, Song-in, Camp Humphreys Barbara Taylor, Dover AFB Kohichi Tohmiya, Yokota AB Rodney Whisler, Fort Campbell Yang, Chae-yong, Camp Carroll Angela Yang, HQ Yim, Kwang-hyon, Osan AB

Terrence Baker, JB San Antonio Analyn Ballares, JB San Antonio Judy Ballentine, Maxwell AFB Miae Barco, Fort McPherson Kecia Barrett, Atlanta DC Mark Baxter, Barksdale AFB Mitchell Baxter, Fort Meade Ruth Beal, Dan Daniel DC Richard Beardsworth, Fort Meade Shelia Belt, Fort Campbell Dottie Black, Fort Campbell Rosa Black, Maxwell AFB Michael Blankenship, Aviano AB Kimberly Blanton-Day, HQ Sharon Bloise, Fort Meade Valerie Bright, Bamberg AB Calvin Brown Jr., Dan Daniel DC Carissa Brown, Fort Knox Frances Brown, Fort Sam Houston Josephine Bryant, Fort Sam Houston Lucinda Bryant-Sturgis, Aviano AB Jennifer Buckhannon, HQ Egesa Bunch, Fort Knox Cynthia Byrd, Fort Knox Melecio Cabrera, Fort Belvoir Davide Caliaro, Vicenza AB Stephanie Calimpong, HQ Jirapa Carr, Fort Belvoir Cristina Carter, Peterson AFB Glenyce Carter, Dan Daniel DC Patricia Cenidoza, JB ElmendorfAaron Clay, Atlanta DC Monica Clyburn, Barksdale AFB Brian Coleman, Fort Belvoir Christopher Costella, Wiesbaden AB Anthony Coulson, Fort Meade Donald Crawford, HQ Daonoi Crockett, Fort Sam Houston Kerstin Crockett, Fort Sam Houston Magdalena Cruz, Fort Belvoir Deirdra Deschinny, JB ElmendorfTheodore Dirkes, JB Elmendorf-Richardson Kathryn Dirkx, Fort Knox Olivia Doughty, Fort Belvoir Cecille Eaker, JB Elmendorf Rosalind Earl, HQ Gabriella Fekete, Vicenza AB Leonor Ferfuson, Dan Daniel DC Antonio Fesce, Livorno AB Andrea Finco, Vicenza AB Rosa Fiore, Vicenza AB Tamara Fleming, Fort Campbell Joshua Forehand, Fort Rucker Monica Frideley, HQ Pollyanna Frost, Peterson AFB Monida Dalle Fusine, Vicenza AB Estella Gholston, Fort McPherson Andrea Godwin, Barksdale AFB Marylean Gonzalez, Fort Meade Linda Goodman, Fort Meade Sylvia Graf, Fort Gordon Nancy Guerra, Fort Knox Chontaine Hall, Fort McPherson Joshua Halterman, Fort Huachuca Judy Hamilton, Fort McPherson Sara Hawkins, Aviano AB Farrell Hearron, HQ Chandra Heffley, Fort Belvoir James Helsel, Fort Meade Yolanda Hernandez, Fort Meade Jennifer Hester, Fort Rucker Hiroyasu Hiraoka, Yokota AB Retha Horton, Lackland AFB Gary Howard, JB Elmendorf-Richardson Staci Iglesias, Fort Sill Kenichi Ishida, Yokota AB Gavonne Jackson, Dobbins AFB Mary Esther Jiminez, HQ Katrina Johnson, Fort Sill Leah Johnson, Fort Meade Margaret Johnson, HQ

Richardson Richardson

Daisuke Kimura, Yokota AB Roxane Kwiecinski, Fort Campbell Liza Lewis, Fort Knox Carissa Long, Aviano AB Donald Lute, HQ Akito Machida, Yokota AB Siri Mack, Aviano AB Enrica Michelangeli, Vicenza AB Marisa Maron, Vicenza AB Jetdean Martin, Fort Gillem Heather Mauga, JB ElmendorfNicole McMahon, Fort Campbell Ernestine Mihill, Mildenhall AB Paula Minnich, Maxwell AFB Geraldine Moreland, JB ElmendorfCharles Morgan, JB ElmendorfFujiko Mori, Yokota AB Glenda Morris, Fort Meade Joann Nesbitt, Fort Meade Gary Newman, HQ Hans Nguyen, HQ Cecilia Otto, JB Elmendorf-Richardson Andrea Owens, HQ Kevin Pace Sr., Barksdale AFB Milena Pasquale, Vicenza AB Lucia Paterniti, Fort Meade Shanita Patterson, Fort Leavenworth Hilda Payne, Altus AFB Selena Peeler, Fort Knox William Pembroke, Fort Belvoir Susanne Peoples, Aviano AB Francesca Perazzoli, Vicenza AB Domonique Pierson, HQ Tina Porter, Fort Campbell Mariko Potter, Maxwell AFB Linda Pracchia, Fort Campbell Alexander Roberson, Dan Daniel DC Katy Robinson, Altus AFB Vantony Robinson, Vicenza AB Bernice Rogers, Maxwell AFB Sylvia Ruiz, Fort Sam Houston Vibert Ryan, Ellsworth AFB Keiji Saito, Yokota AB Yasumasa Sakai, Yokota AB Gloria Sanders, Barksdale AFB Yoshihiro Sato, Yokota AB Rommey Scanlan, JB ElmendorfSvetlana Schenk, Fort Campbell Renwick Scott, Barksdale AFB Karen Seale, HQ Brian Simmons, HQ Lilia Smith, Barksdale AFB Stephanie Smith, JB Elmendorf-Richardson Tanja Snellenberger, Lakenheath AB Santina Snyder, Fort Meade Brian Sonntag, Fort Sill Phyllis Stark, HQ Khadine Starnes, Fort Campbell Kwang Stenger, Fort Knox Sandra Stokes, HQ Richard Swarn, Barksdale AFB Mary Tate, Fort Gillem Moira Tiburzi, Vicenza AB Jacque Tolbert, Fort Campbell Suzanne Toloso, Barksdale AFB John Treadway, JB Elmendorf-Richardson Ebonne Tsuboi, Yokota AB Masata Umehara, Yokota AB Regina Valadez, Barksdale AFB Thomas Walker, Fort Belvoir David Webb, Barksdale AFB Dana Whitaker, JB Elmendorf-Richardson Vivian White, Fort Gillem Charlene Wiggins, Fort Campbell Becky Will, HQ Denise Williams, Fort Meade Emeliza Wilson, JB Elmendorf-Richardson Hyon Mi Winczuk, Fort Meade Charles Winters Sr., Fort Gordon Robin Woodard, HQ Jamie Wyatt, HQ Takaya Yaji, Yokota AB Masahisa Yazawa, Yokota AB


Wow! A great year for our social media!



he Exchange's social media sites are now more popular than ever--and the numbers for 2010 and the first two months of this year tell an impressive

· 2,200 to 47,000 ­ increase in our Facebook fans; · 5,752 to 21,103 ­ numbers of "opt-ins" for the Exchange's mobile marketing text messages; · 28,570 to 87,672 ­ visits to the Exchange's blog,; · 189 to 304 ­ number of Exchange videos uploaded to YouTube; · 82,971 to 160,976 ­ number of Exchange video views on YouTube. To learn who is responsible for the phenomenal increases, see Page 3.


Richardson Richardson

Blog with us.

Exchange rebranding wins major award


Superior Accomplishment

Lori Allen, Fort Knox Samuel Barnett, Waco DC Robert Cantu, Waco DC Kristy Cox, Waco DC Laura Duffley, HQ Charles Eaves, Vicenza AB Michael Escobar, Mildenhall AB Debbie Flores, Waco DC Thomas Frohnapfel, HQ Asia Gilchriest, Schweinfurt AB Christine Healy, Vicenza AB Pamela Heaton, Maxwell AFB Betty James, HQ Charles Jankowski, HQ Sandra Kinzie, Fort Leavenworth Roderick Klugh, Waco DC John Landry, HQ Tina Martinez, HQ Sarah Park, Mildenhall AB Mark Rembold, Fort Lee Gary Ross, Vicenza AB Lehman Shaal, Dan Daniel DC Danielle Stoffers, Lakenheath AB Kenneth Stuckey, Waco DC Kohtaro Watanabe, Yokota AB Michael Wright, Maxwell AFB


Tomotaka Akiba, Yokota AB

n Sept. 17, the Exchange revealed its new brand at Tinker AFB, Okla. Now, the Retail Design Institute has awarded its Legion of Honor to the Exchange for its fresh approach to the rebranding project. Working with Chute Gerdeman, a branding and design firm in Columbus, Ohio, the Exchange recently took first place in the Large Format Specialty Stores category in the institute's International Store Design competition. At the organization's ceremony in New York, Exchange Commander Maj. Gen. Bruce Casella and Dr. Jim Skibo, vice president for sales and marketing, accepted the award on behalf of the Exchange. Dr. James Skibo, left, The Tinker renovations transand Commander Maj. formed the store into three major Gen. Bruce Casella show divisions--Home, Life and Style. Now the Exchange's Legion in the front of the store, Customer of Honor award from Service offers shoppers expert care the international Retail as soon as they step through the Design Institute. door. The rebranding covers the Exchange's tabloids, catalogs, exclusive brands, vehicles and The branding elements are models for future Exchange image upgrades and construction. "We recognized a need to update our brand to communicate to shoppers that we are ready with a new shopping experience, providing them with everything they need to outfit their unique military lifestyle," Skibo said. "The new brand marks a fresh and bold approach to the Exchange benefit." The non-profit institute celebrates exceptional design projects from full-line department stores to manufacturers' showrooms.


March 2011 The Exchange Post

West Point, Okinawa diversity essays named runners-up in recent contest

o associates at the U.S. Military Academy at West Point, N.Y., diversity isn't based on the differences of their backgrounds, ages or nationalities, but on their ability as a group to overcome challenges, embrace change and commit to strive for excellence. To associates on Okinawa, Japan, diversity assumes the shape of a melting pot of culturally different people working side by side to serve equally diverse customers. Their essays on the importance of diversity made them the first- and second runners-up respectively in the recent "Global Connection" contest by the Exchange's Office of Diversity and Inclusion. The Puerto Rico Exchange was named the winner. (See February's Exchange Post.) Embracing diversity as a team Associates at West Point and Okinawa said in their essays that their sales floors are about as diverse as you can get. "On any given day on the sales floor, a multitude of languages are spoken between customers and sales associates," the West Point associates wrote. "We embrace this diversity among our team and customer base as it fosters a greater sense of belonging and ownership throughout the team and our military community." Working together, the diverse team of associates boosted CSI scores by 11 points to 79 and ASI numbers by 13 points. In 2010, the store also enjoyed a 5 percent hike in productivity. "Inclusion has always been at the forefront of our vision," the West Point associates wrote. "Inclusion has not just been reserved for the members of our team, but also the members of the community by reaching out to groups such as retirees." Championing understanding, acceptance Now, retirees drive from as far away as New Jersey, Pennsylvania, Connecticut and Massachusetts to show up at the West Point exchange. "They and the associates are now on a first-name basis, demonstrating that inclusion champions a stronger relationship, understanding and acceptance across a diverse group," associates wrote. "Customers diverse in age, from small children to retirees, and young cadets from all over the world with different religions and beliefs, all have made us their first choice." The nearly 1,700 associates at the Okinawa exchange, which serves Kadena AB,


Associates at the U.S. Military Academy at West Point say a `multitude of languages' are spoken every day on their sales floor. Camp Foster and 122 other facilities spread out over 14 locations, said they grew the business by adapting to their customers, which include young Soldiers and Airmen with their families and retirees. Their CSI scores also have risen by 19 points from 2008 to 2010. Embracing diversity daily Their workforce also includes 400 concession employees and 700 taxi drivers. "Our associates speak the language of Customer Service in several dialects and accents," the associates wrote, in their essay. "Our diverse workforce establishes a common bond with our patrons, and this is significant in having our customers return to our Exchange. "Our associates embrace diversity daily, just by where they work."

Exchange Commander Maj. Gen. Bruce Casella, left, presents his special coin to Donnie Crawford, a designer in the Real Estate Directorate, for his recent role as HQ's CFC coordinator.

March is Women's History Month

This year marks the 100th anniversary of International Women's Day, which has evolved into National Women's History Month. Throughout March, the theme is "Our History is Our Strength." The Exchange celebrates the great strides in improving working conditions and advancement of women in the organization through the Federal Women's Program, POWER. Becoming trend-setters Women comprise 64 percent of the Exchange's total workforce of 44,000 associates. Several women have become trend-setters, rising through the ranks to become commanders, deputy commanders, a chief operating officer, senior vice presidents, vice presidents, store managers, and leaders in contingency operations in Afghanistan, Iraq, Kuwait, elsewhere in the Middle East, the Balkans and at the scenes of natural disasters. Today, Karen Stack, top right, is the Western Region's senior vice president, and Karin Duncan is the Pacific Region's Senior Vice President. Four associates who have won Defense of Freedom Awards for being wounded in the line of duty are women.

Associates at Kadena AB, top, and Camp Foster say they speak the language of customer service in several dialects and languages. The Exchange Post March 2011



A teary tot

Central Region

REDSTONE ARSENAL - Neither the rain nor snow outdoors could stop vendor Suzanne Carmichael from bringing her tent sale inside the Alabama shoppette, where visitors taste-tested products and won great prizes. (Tammar Tracey, reporter)

ALTUS AFB - Main Store Manager Jorge Thorbourne Sr., top, left, presents Sgt. Kevin and Jessie Sanchez with a gift basket after mother gave birth to the first baby born on the Oklahoma base in the new year. Little Isaiah, right, born on Jan. 3, is oblivious to everything. Down the road at FORT SILL, Okla., meanwhile, GM Michael Lanham also establishes an early emotional connection with new mom Jennifer Esquivel, with a gift basket after she gave birth to the post's first baby for 2011, Julian, who'll likely shop at the Exchange someday.

(Jam'e Mathews, reporter)

FORT POLK ­ A wee one registers displeasure over having to sit on Santa Claus' lap during a visit to the Louisiana shoppette. Associates treated the kids to gifts and goodies donated by staff and local vendors, which made the crowd of parents and children happy--except, of course, for one. At left, a happy customer at FORT RILEY, Kan., embraces the Cat in the Hat during a Random House book fair, which also included a visit from Santa. (Gary Harrison and Frank

Sewell, reporters)

TYNDALL AFB - This happy Airman won a $50 gift card during customer appreciation promotion sponsored by Jack Daniels. (Jan Snell, reporter)

MINOT AFB - Associates gather around happy Airman Steven Clark, who won a $1,000 Exchange gift card in the latest Hanes sweepstakes. (Candace Ford, reporter)

FORT HOOD - Rapper Diddy visits with one of 800 fans who showed up at the Clear Creek main store in Texas to get his autograph and buy copies of his new CD, "Last Train to Paris." The crowd stood in line for eight hours to feel the groove in the exciting shopping environment. Shoppers scooped up 500 of Diddy's CDs during the three-hour autograph session. He performed later that night on the post. (Debra

Jantek, reporter)

TYNDALL AFB ­ With temperatures outside the base in usually sunny and hot western Florida dipping down into the 40s during the day and the 20s at night, associates Tracy Clark, Jan Snell and Michelle Trew huddle together under a blanket during a potluck luncheon of soup, more soup and hot drinks. "We usually get frost once or twice a year, but nothing like this year," Snell said. "The last time it snowed was 1989 and it was one-and-a-half inches, but it shut down the whole town. We don't want that again."

(Yvette Villaverde and Jan Snell, reporters)

KEESLER AFB - Vendor Greg Haslar, right, shows an Airman the latest camera during the Mississippi store's first Demo Day. Vendors demonstrated everything from cosmetics to computers. (Joey Neumann,



March 2011 The Exchange Post

Central Region Liking chicken fryin' style


FORT LEONARD WOOD - Christian rockers Manic Drive, left, sign autographs and meet fans during an appearance at the Missouri base. Their two concerts drew more than 1,000 people. (Lisa Comstock, reporter)

FORT RILEY - Exchange Commander Maj. Gen. Bruce Casella visits with vendors during his tour of Kansas facilities. (Elisabeth Pringle, reporter)

MINOT AFB ­ Famished shoppers hankering for fried chicken queue up to the new Popeyes Express, which opened recently at the North Dakota base. In fact, the restaurant is the very first Popeyes' in the state and the first Popeyes Express anywhere on the planet. On opening day, patrons bought $7,600 worth of chicken and other goodies, a good number considering the limited express menu. The Exchange now operates 78 Popeyes around the world and plans to open the second and third Popeyes Expresses at MAXWELL AFB, Ala., this month or in April, and MALMSTROM AFB, Mont., in 2012, said Ed Torres, senior restaurant program planner. (Candace Ford and Steve Smith, reporters) DALLAS - The Exchange's top five leaders learn about the Fisher House from foundation president James Weiskopf, foreground, during a recent tour of the facility. Fisher House provides free lodging to military and veteran families while their loved ones receive treatment at the North Texas Veterans Administration hospital. More than 1,000 families have stayed at the Dallas Fisher House since its opening in 2008. Among the 58 Fisher Houses around the country, the Dallas one is the country's second largest behind the Fisher House in Bethesda, Md. (Lisa Neidinger, reporter) WRIGHT-PATTERSON AFB - Manager Christy Beenenga presents a Wii video-game system to valued shopper Deborah Vanhoy during a recent contest sponsored by Turning Leaf/ Barefoot wines. Vanhoy said she just had the perfect plan for what she was going to do with the prize--set it up for her grandchildren, especially during family get-togethers.

(Christy Beenenga, reporter)

WACO DC - Elizabeth Alexander, left, an occupational health nurse at the Texas distribution center, congratulates former associate Jessica Barnett, who recently saved the life of a man suffering a heart attack. She quickly identified the symptoms, called 911 immediately and provided first aid. Barnett said she learned the techniques from Alexander while working as an intern at the center this past summer. (Elizabeth

Alexander, reporter)

MAXWELL AFB - Associates Barbara Harris and Pam Heaton volunteer their time to wrap gifts and raise more than $400 for the Wounded Warrior Project. The project provides aide to wounded service members returning from Iraq and Afghanistan. (Pam Heaton, reporter) Going with the troops Turn to Page 17 to read about how the Exchange is serving FORT RILEY Soldiers during their deployment to Iraq.

FORT HOOD - Former Dallas Cowboy Drew Pearson, left, lets a Soldier wear the pass receiver's coveted Super Bowl ring during an autograph session at the Texas store. (Stacey Johnson, reporter)

FORT RUCKER - James and Myra Shiver will probably think of the Exchange every time they wash their clothes. Managers Joseph Escobar, left, and Bellinda Pagan present a free Samsung washer and dryer to the faithful shoppers in a recent retiree appreciation giveaway at the Alabama post. (Joseph Escobar, reporter) The Exchange Post March 2011



Big trip for little authors

Eastern Region

DOVER AFB - Customer Alden Ferrell accepts a pair of New Balance running shoes from Exchange Deputy Commander Brig. Gen. Fran Hendricks after she won the "12 Weeks of Giving" on the Exchange's Facebook page. (Andrew Foster and Ingrid

Fanini, reporters)

WATERVLIET ARSENAL - Lt. Col. Thomas Finch presents Lisa Morgan with a battalion coin and $500 Exchange gift certificate for her winning essay in the Exchange's "My Hero" contest. She wrote about her "community crusader" and husband, Sgt. Shawn Morgan, left. Read her essay and other winners' by going to www.shopmyexchange. com/Patriot_Family and clicking on "Events/Contests." (Peggy Gavin,


FORT DRUM - Ramona, 5, and Lathanise Moscatello, 7, front, and mother Lakawthra Cox greet a Soldier at the New York base, where they appeared to promote their new book, Aerola's Big Trip, for kids in grades K-3. With each purchase of their book, the authors donated $1 to Homes for Our Troops, a national group that builds specially equipped houses for severely injured veterans. (Della Hannah, reporter)

FORT BELVOIR - Exchange Managers Rick Talbot, top, and Ann Yi, right, present a savings bond to fifth-grader Christopher Erickson in the You Made the Grade academic contest, as his mother, Dorothea, beams with pride. At FORT LEE, GM David Crain, top below, presents a savings bond to sixth-grader Jhona Allea Crisostomo in the Virginia post's version of You Made the Grade. (Aimee Birdwell and David

Dingwell, reporters)

JOINT BASE MCGUIRE-DIX - Associate Ivory Carter receives a special coin from Senior Enlisted Advisor Sgt. Maj. Jeffry Helm during a recent presentation. Others who received coins were Nilda Comer, Alex Dudley, Sandy Grady, Linda Hunter, Mary Marble, Maria Terry, Sandy Thomas and Mindy Whiteman.

(Jesus Martinez, reporter)

FORT BRAGG - Former NFL player Ricky Proehl signs autographs at the South Post store in an appearance coordinated by the Exchange and product vendors. (Brian Burge, reporter)

CAMP SANTIAGO - Chief Operating Officer Michael Howard, center, poses with associates during his first visit to the Puerto Rico troop store. He presented his special coins to associates Luz Vazquez and Maria Velazquez and managers Juan Martinez and Mildred Guzman. Left, Howard visits the HONDURAS store during his swing through Central America. (Cristina Delgado and Marta

Roig, reporters)

ROBINS AFB - Future Heidi Klums Tyra Banks and Tyson Beckfords show off the nifty threads for toddlers, girls, boys, teens and adults during a recent fashion show at the Georgia base. The fun shopping environment gave customers a chance to get good deals on brand-name and Exchange exclusive label clothing, while also getting out of the wintry weather. (Celeste Melton, reporter)


March 2011 The Exchange Post The Exchange Post March 2011



Gifts for a good little girl

Europe Region

CHIEVRES AB - Manager Nate Porch, left, presents a $500 Exchange gift card to beaming husband Jason Riddle, whose wife, Ashley, far right, won the My Hero essay contest. She wrote about Daisy Bear, her "animal wonder," to win the sweepstakes at the Belgium store. Read her essay and other winners' by going to www.shopmyexchange. com/Patriot_Family and clicking on "Events/Contests." (Nate Porch, reporter)

KMCC - Loss prevention associate Max Butler, left, chats with customer Dawnetia Bouknight during a community outreach program at the RAMSTEIN AB store in Germany. More than 600 shoppers talked with Butler and his team during the event. (Patricia Olson, reporter)

VICENZA AB - PowerZone associate Nora Barruffato, dressed as "La Befana," helps Melinda Walters pick goodies out of a basket while her father, Hardlines Manager Aaron Walters, watches. Keeping with Italian tradition at the Exchange, La Befana visits children during the night of Jan. 5, the eve of Epiphany. Families leave wine and plates of food for her. In Italian folklore, she is portrayed as an old, soot-covered woman wearing a shaw, riding a broomstick and sliding down chimneys with gifts and candy for children--and lumps of coal for naughty little ones. Sound familiar? The tale predates Christianity and symbolizes putting the old year to reset and welcoming the new. (John Beamish, reporter)

KMCC - Shoppers browse the goods in Intersport Schlemmer, which opened recently at Germany's RAMSTEIN AB. Intersport operates more than 5,300 shops in 39 countries. It is the 14th brand-name shop to set up at KMCC since the gigantic mall opened in September 2009.

(Brienne Stansberry, reporter)

PANZER KASERNE - Customers visit the new Subway during its recent grand opening. The restaurant pulled in $624, which is good considering several feet of snow and the wintry blasts greeted shoppers outdoors. Another Subway opened in January at Kleber Kaserne. (Patricia

Olson, reporter)

HAINERBERG - Reaching out into the military community, Exchange manager Theresa Ozbun, left, back row, presents You Made the Grade coupons to local fourth-graders. She was joined by USAG Commander Col. Jeffrey Dill, center. (Petra Richardson and Peter Witmer, reporters)

KMCC - Holiday shoppers enjoy the Exchange's first authentic German Christmas Market featuring 20 wooden houses built in front of the mall's main entrance. Vendors displayed their craft items, glass and many other products. Customers also enjoyed tasty, tummy-warming Gluehwein, a German/Austrian winter drink of red wine spiced with cinnamon, cloves, sugar and the zest of orange. (Brienne Stansberry and Marion

Artiaga, reporters)


March 2011 The Exchange Post


exchangenews exchangenews

Exchange reaches milestone in Iraq: the 100th mobile mission

By Cpl. Daniel Eddy 196th MPAD

SATHER AB - An Airman pulls a 6,000-pound Ford F-250 Super Duty pickup 20 yards during a competition by the Exchange, Exchange New Car Sales and MWR. The contest was part of Exchange New Car Sales' Ford show at the base in Iraq. Twenty-six rugged Soldiers, Airmen and civilians, including two women, participated in the truck pull to win Exchange gift certificates, Ford Tshirts and other prizes. (Thomas Gagnon,


CAMP ARIFJAN - Exchange managers Thresia Joseph, left, and Liz Conceicao help a master sergeant enjoy his new prize, a stuffed Kuwait camel he won during one of several holiday giveaways. Inventory specialist Rhonda Dykeman from HQ in Dallas donated the camel while she was deployed. (Liz Conceicao, reporter)

ithout the eight-foot trailer coming in monthly, warfighters from Fort Riley, Kan., would face convoying across hostile landscape just to reach a major base where they could buy basic products for day- JSS OLD MoD - Soldiers to-day survival in their from Fort Riley, Kan., wait in line to get basic remote part of Iraq. products at the 100th This mobile field mobile mission operated exchange at Joint by the Exchange since 2009. Security Station Old MoD represents a milestone: the 100th In Iraq, the Exchange operates "mobile mission" since May 2009 seven mobile field trailers and when they first began in far-flung supports joint security stations locations in Iraq. By November scattered around the country. As 2010, sales at the mobile missions the Defense Department reduces hit $1 million. the number of troops in Iraq, the mobile missions will continue serv`...very happy to see us' ing the remaining 38 joint security After the trailer is stuffed with stations and possibly larger bases products at Victory Base Complex in in lieu of brick-and-mortar stores, Baghdad, a truck hauls it to several said Lt. Col. Larry Hart, Exchange locations, including JSS Old MoD, liaison officer. which straddles the city's sectarian Solving a security issue fault line. Soldiers are always happy to For Lt. Col. Jackson Seims, see Master Sgt. Deborah Hancock, before the mobile exchange began an Exchange military operations showing up at Old MoD, he tried officer who organized the mobile to figure out how to get a Soldiermission. laden convoy to and from larger "They like to buy certain products bases for products without running they run out of really quickly, and into the enemy or being blown up certain things they just don't have by roadside bombs. access to," she said. "I've been in "It helps to know we have some the Army a long time and I just support coming, and I know Solenjoy coming out here and being diers talk about it often," he said. with the Soldiers and helping with "You just want to give them the their morale." taste of home." KABUL - Troops enjoy their holiday present: a mobile exchange that opened four days before Christmas at Kabul International Airport in Afghanistan. At right, Assistant Manager Nazar Turgangaziev gets a handshake and "thanks" from Maj. Gen. Timothy McHale. About 400 troops visit the "store" daily. (Jack Scott, reporter)


FOB UNION - Store Manager Sabu Varkey, right, receives a certificate of appreciation from Col. Lillian Dixon for organizing the 2010 Desert Divas Breast Cancer Awareness Walk. By spearheading the event, Varkey helped create a sense among service members that the Exchange is part of their community. (Brian Murangwa, reporter) Find out ways to build a sense of community by reading Commander Maj. Gen. Bruce Casella's column in November's Exchange Post.

CAMP BUEHRING - Marine Cpt. Derron Burd, left, joins his "battle buddy" to show off his $100 Exchange gift card he won in a recent M&M sweepstakes at the complex in Kuwait. (Daniel Wise, reporter)

CAMP AS SAYLIYAH - Three New England Patriots' cheerleaders visit the store in Qatar and pose with, left to right, the Exchange's Mary Lou Tangadik, Margarita Sanderson and Reymond Escoto. (Mary Lou Tangadik,


BAGRAM AB - Exchange logistics experts Kristy Moore, left, and Rose Marie Brady pose outside the Afghanistan store with Airmen, who gave their elf costumes a special kind of bling. Or should that be "bang?" (Rose Marie Brady, reporter) The Exchange Post March 2011



Christmas in the DMZ

Pacific Region

CAMP FOSTER - Associates create a fun shopping destination (no, that's not them in the ring) for customers by putting on a "fun day" complete with barbecue and pro wrestlers. The Exchange collaborated with New Car Sales, the food court and concessionaires to promote the extravaganza on Okinawa. (Maurice JB ELMENDORF-RICHARDSON - Exchange manager Mark Neeley, left, reacts with glee after two shoppers won a recent 3M sweepstakes and $500 gift cards at the Alaska base. They were two of four winners for the entire Pacific Region. (Mark Neeley reporter)

Benas, reporter)

CAMP BONIFAS - Keeping with a holiday tradition, Manager Cho Yong Nam, left, presents goodie bags and $20 gift cards to Soldiers stationed in the Demilitarized Zone separating North and South Korea. The Exchange, American Red Cross, DeCA and USO collaborated on bringing Christmas to the troops to ensure they're not forgotten during the special season. "This is the first Christmas I have been away from home, so it was very nice to know that there are still people thinking about us," said Andrew Vosick, 18, a security escort. Exchange vendors also provided LCD TV sets and other prizes, but Command Sgt. Maj. Andrew Ortiz said the fresh, home-baked chocolate chip cookies really gave his Soldiers a true "taste of home" when they were so far away from loved ones. (Gloria Cho, reporter)

CAMP WALKER - The famous Dallas Cowboy cheerleaders sign autographs for future cheerleaders and a happy father during a holiday stop at the complex in South Korea. Did you know that Exchange headquarters is only 18 miles from the new Dallas Cowboys stadium, scene of this year's Super Bowl? (YI,

Sung-yun, reporter)

KOREA - Korea Northern Exchange associates, left to right, Kim, Hyochung, Yi, Ho-song, Chi, Tae-song and Hwang, Ok-su slice the celebration cake marking their graduations from the Restaurant Operations Academy. Coworkers Chong, Chan-yong, No, Mun-su, Song, Chong S and Sok, Myong-chang graduated from the Retail Management Academy. Both Exchange academies teach pupils the basics of operations so they can move into entry-level management within the organization. (Yo-chong,

Kim, reporter)

EIELSON AFB - Manager Michael Lowry and Penny Gallemore are all smiles after she won a TV in a recent sweepstakes. She gave it to her husband, who thought he was meeting her at the store to buy a gun. He had a blast with his new TV.

(Carleen McFarland, reporter)

CAMP HUMPHREYS - Supervisor CHONG, Se-Yong of the Exchange's ReelTime Theater team shows third-graders from the local elementary school in Korea how their delicious popcorn is made. The 70 students also learned how to work the movie projector before viewing the movie "Megamind." But their greatest joy during the day came when they made the popcorn go "pop!" (Cho, Hyok, reporter)

CAMP ZAMA - Valued customer Joshua Jones says you had better not take his Red Bull Guitar Hero game kit he just won at the Japan installation. (Miida, Naoki, reporter)


March 2011 The Exchange Post

Pacific Region Kwajalein: an Exchange like no other


are the main form of transportation--and many are repaired at an Exchange shop. The concession mall, which opened in May 2009, also offers dependents the opportunity to sell their pottery and other crafts for extra money, Kovas said. Building community ties Furthermore, Exchange managers and associates build ties with the local community. During an emergency drill last year, associates who were local nationals translated for first responders, said Alex Mamaril, main store manager. With the discovery of H1N1 cases in 2009, the Exchange coordinated an air shipment of medical and sanitary supplies. During a power outage, Exchange facilities stayed open, with flashlight-wielding associates helping residents get emergency equipment. Accolades and gratification For all its work, the Kwajalein store was nominated for the 2010 Commander's Cup, which recognizes the "very best" among Exchanges around the world. Despite the accolades they have received, associates said their biggest reward are the tight-knit bonds with customers. "We know almost all of them by name," Kovas said. "One of the most gratifying things was hearing a new Soldier say, `When I got on the island, I was so happy to see AAFES here--it's just like home.'"

Stores bring comforts of home to tropic island nest

By Sgt. 1st Class Jon Cupp

WAJALEIN ATOLL, Marshall Islands ­ The thought of living on a small, remote island may bring to mind images of having "not a single luxury," as crooned in the "Gilligan's Island" theme song. However, for the nearly 2,000 Exchange customers, nothing could be further from the truth. In fact, they're not island castaways like the characters on "Gilligan's Island," but service members, Defense Department civilians and contractors at the Ronald Reagan Ballistic Missile Defense Test Site. What's more, this Exchange is unlike any other store: the facilities sit on one of the world's largest coral atolls, 2,100 miles southwest of Honolulu and 1,400 miles east of Guam. We're talking way out in the middle of the South Pacific. Life a little more comfortable Thanks to the stores that opened in 2008, residents can at least be a little more comfortable in their tropic island nest, with access to most of the services and products as those who serve stateside. The Exchange includes a store carrying clothes, jewelry and other merchandise; PXtra with electronics and household items; shoppette; and food court with Anthony's Pizza, Burger King, Baskin-Robbins and American


KWAJALEIN - Customers enjoy holiday shopping in the unique Exchange on this South Pacific coral atoll. How many other Exchanges have dolphins swimming in a nearby lagoon? Family Eatery. On the island of Roi-Namur, the Exchange operates a shoppette and vending machines. A third island, Meck, also features vending machines. "Our biggest challenge is anticipating our customers' demands, having the right merchandise at the right price at the right time," said Kris Kovas, Kwajalein's general manager. "But what's great about the Exchange is that it's a giant organization that can bring a large variety of items to our assortment, unlike smaller chain stores. "About two years ago, the island only carried two types of toothpaste. Now we have a four-foot YONGSAN AB Parents cheer on their kids in a cookie-stacking contest in which the girl, center, stacked 20 cookies to win gift cards for her parents. The special promotion created an exciting shopping destination for parents and children during the recent holidays and established an early emotional connection with cookie-stackers. (Carl Reed and

Kim Ki-Yong, reporters)

toothpaste section." The store carries things that most people don't expect to see here, like plasma TVs and other luxury items. When family members arrive to the island and have larger belongings in stateside storage or if the store doesn't carry a particular item, managers will work with them to get what they need via the catalog and shipped to their location. Movies and the `bike-in' Exchange customers enjoy movies at a covered theater and a "bikein," similar to a stateside drive-in but for bicycles. Because automobiles are banned on the island, bikes

FORT WAINWRIGHT The Grinch salutes Spc. Jonathan Trivio after the Soldier won a mini-laptop, which he'll take with him later this year to Iraq. (Marcy

Roxy, reporter) The Exchange Post March 2011



Flying high

Western Region

FORT BLISS - Hiking for Heroes war vet Troy Yocum, center, presents $5,000 checks to two worthy Soldiers and their families during special ceremonies at the Freedom Crossing Lifestyle Center in Texas. Yocum walked 7,000 miles--and 15 million steps--across the U.S. to raise money for Soldiers, veterans and families in need. (Cheryl DeRosier,


EDWARDS AFB - When he wasn't flying through the air on his motorcycle, above, a member of Metal Mulisha, the well-known freestyle motocross team, greets one of the 300 fans who came out to the California base to cheer their demonstrations. The team also sells unique clothes in more than 2,000 retail stores around the world, including the Exchange. (Russ Hinrichs, reporter)

PETERSON AFB - Back home, Associate Erdeliza Mendoza receives an Operation Iraq Freedom award from Manager Ronald Corona for her dedication to serving the troops during her deployment to the country. (Keisha Glover, reporter)

NELLIS AFB - Valued and happy shopper Narcisco Estrada shows off the $500 gift card he won in the 3M Sweepstakes at the California store. He went straight into the store to do his shopping. (Chester Hines, reporter) HILL AFB - Santa Claus helps a wee one celebrate his first Christmas at the base in Utah a few days before hitching up his reindeer. (Michael Elrod,


JOINT BASE SAN ANTONIO What's won in San Antonio doesn't stay in San Antonio. Happy customer Lee Owens and his wife accept a $5,000 trip to Las Vegas for New Year's Eve. Class Six Manager Giuliana Engel and vendor Licely Hooge, left, present the big trip. (Nicole

Kochenburger and Roxann Guerrero, reporters)

JOINT BASE LEWIS-MCCHORD - Parents help their children in the LEGO building contest held at the McChord food court. More than 50 kids, ages 5-12, vied to see who could win games for 1st and 2nd prizes with their creations. They got to keep their LEGO artwork and took home LEGO comic books, candy and a two-year free subscription to the LEGO magazine. (Rebecca Dussetschleger and Dean Edwards, reporters)

JOINT BASE SAN ANTONIO - The Grinch and Randolph AFB associates make a little girl's holiday even brighter during a special breakfast at Charley's. Hungry shoppers chowed down on $1.99 pancakes and bacon, and spent nearly $800. The kids enjoyed dancing and crafts, while parents loved the more than 140 gift bags. (John Oliviero,



March 2011 The Exchange Post The Exchange Post March 2011



March 2011 The Exchange Post



James Altom -- senior transportation analyst, Logistics to Logistics operations manager, Giessen DC Christopher Barton -- restaurant manager, UK Consolidated, to food court manager, Denver Bryan Ed -- DC manager I, Waco DC, to

chief supply chain operations, Logistics

Daniel Peterson -- region food pro-

gram specialist, Pacific Region, to restaurant program planner, HQ Laughlin AFB, to store manager (CS), Fort Bliss

City, La. The former Barksdale AFB warehouse worker retired in 2010.

Renee Reeves -- department manager,

Hannelore Geigner, 83, died Dec. 24

Nellie R. Nail, 71, died Dec. 9, in Azle, Texas. The former NAS Fort Worth JRB operations clerk retired in 1993. Paulina Outing, 79, died Nov. 2 in Shirley, Mass. The former Hanscom AFB sales assistant retired in 1996. Ewuel W. Raines, 86, died Nov. 20 in Gainesville, Ga. The former Exchange warehouse worker retired in 1984. Lazaro C. Raymundo, 73, died Jan. 11 in Ewa Beach, Hawaii. The former Hawaii warehouse worker retired in 2005. Betty J. Ribarin, 86, died Dec. 3 in Ocean Springs, Miss. The former Keesler AFB sales associate retired in 1984. Clara J. Scott, 69, died Nov. 29, in Woodstock, Ga. The former Atlanta DC warehouse worker retired in 1996. Rosa J. Spratley, 54, died Jan. 8 in

Gloucester, Va. The former Dan Daniel DC warehouse worker retired in 2009.

in Wrightstown, N.J. The former Fort Dix customer service representative retired in 1990.

Don't let winter bliss turn into discontent

lthough spring is just around the corner, winter still hangs around, bringing beauty, but also icy roads, freezing weather, frozen pipes, and dangerous walking and parking conditions. Every year, Exchange associates, visitors and customers are injured due to weather conditions, wrecks and slips, keeping Loss Prevention and security personnel busy. The Exchange takes steps to keep you safe. Yet, accidents do happen. When you are unfortunately involved in such a situation, you have a right to the Exchange's incident or accident report. These documents may be crucial in any claims filed. Due to the personal information on these reports, find request instructions at www. under the FOIA link.

Rhonda Woods -- restaurant manager (CC), Fort Sill, to restaurant manager (CS), UK Consolidated

Josette E. Gibson, 72, died Dec. 29 in

Glendale, Ariz. The former Luke AFB sales area manager retired in 1999.


Carlos Figueroa -- area food program specialist, Eastern Region, to region food program specialist, Western Region April Garcia -- HR management trainee, HQ, to HR manager III, MacDill AFB

manager, Schweinfurt, to sales and merchandise manager, Fort Bliss diser, HQ, to visual merchandiser, Fort Gordon


James L. Bailey, 76, died Dec. 16 in Germany. The former Hanau assistant food manager retired in 1996. Amy A. Becken, 98, died Dec. 12 in Shreveport, La. The former Barksdale AFB exchange associate retired in 1967. Helyne Ray Berry, 92, died Jan. 9 in DeSoto, Texas. The former HQ procurement agent retired in 1980. Margaret A. Canuel, 72, died Dec. 28

in Roseville, Calif. The former Mather AFB operations clerk retired in 1992.

Robert A. Gold, 89, died Aug, 13 in Mesquite, Texas. The former HQ associate retired in 1974. Louise J. Harju, 81, died Nov. 24 in Daleville, Ala. The former Fort Rucker operations clerk retired in 1984. George J. Heil, 93, died Dec. 24 in Honolulu, Hawaii. The former associate retired in 1979. Kowashi Hirai, 83, died Dec. 24 in

Mililani, Hawaii. The former associate retired in 1975.

Asia Gilchriest -- sales and merchandise

Joshua Halterman -- visual merchan-

Billy Hullender -- store manager (MS),

Eglin AFB, to store manager (MS), Fort Leonard Wood

Bernice D. Jimenez, 87, died Nov. 25 in San Antonio, Texas. The former advertising branch associate retired in 1984. Joseph H. Johns, 49, died Nov. 28. He was a UK Consolidated store associate. James E. Jones, 68, died Jan. 23. He was

a store associate in Mannheim, Germany.

Lucille S. Stafford, 84, died Nov. 24 in Grand Prairie, Texas. The former HQ secretary retired in 1982. Cornelious Stubblefield, 75, died Dec.

20 in Copperas Cove, Texas. The former Fort Hood sales associate retired in 1995.

Nellie S. Clemenger, 91, died Nov. 16,

William Hunt -- end-user computer

technician, HQ, to end-user computer technician, Okinawa AB

2010, in Wade, N.C. The former Fort Bragg associate retired in 1979.

Marian L. Craiger, 89, died Jan. 13 in

Elkhart, Ind. The former associate retired in 1975.

Ellen P. Taylor, 81, died Dec. 28 in

Brenda Hyland -- sales and merchandise manager, Fort Lewis, to store manager (MS), Eglin AFB

William A. Keys, 92, died Dec. 17 in

Phyllis Keister --store manager (BR/

Gas), Lackland AFB, to general manager (dual), Holloman AFB

Mable Crawford, 93, died Jan. 7 in District Heights, Md. The former Andrews AFB associate retired in 1977. James D. Davis, 78, died Dec. 31 in Fayetteville, N.C. The former Fort Bragg retail manager retired in 1985.

Philadelphia, Pa. The former warehouse worker retired in 1985.

Blackstone, Va. The former Fort Lee associate retired in 1977. Hopkinsville, Ky. The former Fort Campbell associate retired in 1973.

Eleanor M. Thomas, 94, died Nov. 23 in

Bernie E. King Sr., 68, died Jan 1 in

Clarksville, Tenn. He was a Fort Campbell store associate.

Ilse H. Tipping, 77, died Dec. 24 in

manager, Fort Bliss, to general manager (dual), Ellsworth AFB

Diana Krieger -- sales and merchandise

Viola S. Day, 92, died Oct. 18 in Raleigh,

N.C. The former Fort Bragg operations clerk retired in 1980.

Walter E. Kohlenbeck, 52, died Dec. 13 in Yelm, Wash. The former Fort Lewis warehouse worker retired in 2006. Jesse W. McNeel, 64, died Dec. 16 in Appling, Ga. The former Fort Gordon retail manager retired in 2010. Bessie I. Meineke, 88, died Dec. 28 in

Riverton, Wyo. The former Denver warehouse worker retired in 1983. Albuquerque, N.M. The former Kirtland AFB warehouse worker retired in 1985.

Marble Falls, Texas. The former Los Angeles operations assistant retired in 1991. Washington, D.C. The former Bolling AFB custodial worker retired in 1988.

Clifton Venable, 75, died Nov. 23 in

Ernestine Lewis -- restaurant manager

(SBC), Fort Eustis, to senior office associate, Fort Rucker

Chester W. Ditto, 70, died Sept. 4 in

Matthew Michalski -- help desk support

Ekron, Ky. The former Fort Knox custodial worker retired in 1980.

I, HQ, to end-user computer technician, Korea

Lucie B. Wong, 86, died Oct. 14 in Mililani, Hawaii. The former Hawaii exchange food service worker retired in 1979. Elliott L. Woodard Jr., 77, died Dec. 12

in Mansfield, Texas. The former HQ associate retired in 1986.

manager (BK), Fort Irwin, to restaurant manager (BK), Cannon AFB dise manager, Fort Rucker, to operations manager, Denver

Jacqueline Nicolosi -- 1st a/restaurant

cliff, Ky. The former Fort Knox store manager retired in 2010.

Debra K. Felix, 53, died Dec. 21 in Rad-

Pita Mignardot, 87, died Dec. 13 in

Bellinda Pagan -- sales and merchan-

Sherman L. Franks, 66, died Jan. 25 in Bellevue, Neb. He was an Offutt AFB associate. Terri J. Gay, 57, died Jan. 10 in Bossier

Mary. J. Wooldridge, 77, died Dec. 22 in

Gary F. Mikelonis, 63, died Dec. 1, 2010,

in Grapevine, Texas. The former HQ audit manager retired in 2000.

Carrollton, Texas. The former HQ business analyst retired in 1996.


Bobby Adams, Atlanta DC, 26 years John Addison, Atlanta DC, 33 years Dahlia Aguero, Fort Sam Houston, 16 years Shantanu Bhargave, Atlanta DC, 21 years John Biehle, Fort Hood, 13 years Nixia Bishop, Atlanta DC, 7 years Jerome Boyce, Atlanta DC, 28 years Tony Brooks, Atlanta DC, 24 years Mary Bryant, Atlanta DC, 21 years Jeannette Cameron, Atlanta DC, 14 years Janice Cannady-Ector, Atlanta DC, 25


Jeanette Corvin, HQ, 5 years Ma Liza Dahl, HQ, 26 years Shirley Dodson, Atlanta DC, 29 years Willie Dotson, Atlanta DC, 15 years Augustus Fenn, Central Region, 25 years Wanta Fisher, Atlanta DC, 24 years Eric Flournoy, Atlanta DC, 28 years Thomas Frohnapfel, HQ, 12 years Henderson Fuller, Keesler AFB, 6 years Thearchie Gardner, Atlanta DC, 28 years Kathy Gatling, Dan Daniel DC, 10 years Willie Gray, Atlanta DC, 26 years Geraldine Hamilton, Atlanta DC, 11 years Kenneth Harris, Atlanta DC, 31 years Mary Hartwell, Atlanta DC, 31 years Audrey Hill, Atlanta DC, 8 years

Essie Holland, Atlanta DC, 21 years Quilltine Johnson, Atlanta DC, 30 years James Lawrence, Atlanta DC, 34 years David Lequire, Atlanta DC, 25 years Dale Maryland, Hanscom AFB, 9 years Pauline Mason, Atlanta DC, 30 years Gwinette Mcintyre, Atlanta DC, 24 years Cynthia O'Neal, Atlanta DC, 27 years Gloria Ontiveros, Fort Sam Houston, 29


Adrienne Sanders, Atlanta DC, 21 years Michael, Stanton, Atlanta DC, 31 years Wanda Swafford, Atlanta DC, 16 years Frank Tagalos, Atlanta DC, 27 years Janice Taylor, Atlanta DC, 32 years Patsie Taylor, Atlanta DC, 21 years Anthony Thomas, Atlanta DC, 31 years Terry Tupai, Pacific Region, 22 years Lynne Van Roy, HQ, 20 years Gloria Way, Atlanta DC, 16 years Lizzie Weaver, Atlanta DC, 33 years Nancy Whalen, Atlanta DC, 14 years Henry Williams, Atlanta DC , 7 years Charlie Wimbush, Atlanta DC, 26


Got a story idea for the Exchange Post? Tell us!


William Pattison, Atlanta DC, 20 years Mary Rape, Atlanta DC, 31 years Jackie Ray, Atlanta DC, 25 years Annette Rayner, Atlanta DC, 28 years John Rish, Fort Sam Houston, 9 years Thelma Robertson, Fort Gordon, 13 years Vincent Rowe, Atlanta DC, 32 years

Robert Cantu, Waco, DC, 15 years Milton Carriker, Atlanta DC, 33 years Jose Carrion, Fort Sam Houston, 9 years Karla Chambers, Atlanta DC, 25 years Cesar Concepcion, Atlanta DC, 15 years

Andrea Ziemann, HQ, 32 years

e want to hear your story ideas for the Exchange Post, the global magazine published monthly for 44,000 associates and thousands more retirees. Do you have a story idea that readers would love to see? Send your ideas to [email protected] Because of tight space, we can't run every idea, but we can promise we'll consider all. So tell us what's on your mind. The Exchange Post March 2011



Creativity: opening the mind to a whole new world

o Nicole Kochenburger, creativity is a blissful act, especially when she designs great promotion displays. "Everywhere we look, it's all about creativity," said Kochenburger, visual merchandiser and graphic designer at San Antonio's South Texas Exchange. "It opens our minds up to a whole new world." Of the Exchange's eight core values, Kochenburger picked as her Nicole favorite "creativKochenburger ity," which she called a "gift." As visual merchandiser, she pours her creativity into posters, banners, and displays for products--and loves seeing what she can do. Taking creativity anywhere Creativity "is expressive and can take you anywhere in anything you do," said Kochenburger, who gained valuable insights recently at Fort Bliss, Texas, when she worked with an associate with an amazing level of creativity. "I learned so much from her and came back with a whole new outlook on what I did," she said. "On a daily basis, I carry everything I learned from her. She really

We want to hear from you!

"I know you believe you understand what you think I said, but I am not sure you realize that what you heard is not what I meant." --Alan Greenspan, former Federal Reserve chairman, before a congressional panel


helped me see what creativity meant." For Wendy Six, operations manager at Tinker AFB, Okla., she is proud of associates who use their creativity to come up with great ideas for displays or ways to increase sales. Showing talents One time, she drew simple lines on a piece of paper to devise an idea for a Dr. Pepper display contest. Her visual merchandiser added the details and "really made made the display pop, which contributed to our facility winning the contest," Six said. Wendy Six At Guam's Andersen AFB, her associates found creative ways to display dog food by using an island theme with palm trees, beach ball and the security police's K-9 dogs. "So, whether stateside or overseas, we have wonderful associates who are very creative and are willing to show their talents if given a chance," Six said.

very year, you take a survey that provides the Exchange with an Associate Satisfaction Index (ASI) so senior managers can know how satisfied you are with your jobs. In late March, you'll have an opportunity to take a different kind of survey--this time as part of a communication survey. How are you receiving info? MK's Strategic Communication is working with the Communications Executive Council to find out how you're receiving information and how we can improve the way we're sending and receiving it. SCC realizes that effective communication is very important for the Exchange to be successful. When the survey is released, associates will have two options to take it: · Associates with e-mail addresses will receive


a link to the survey via e-mail. · Associates who don't have @ e-mail can access the survey by visiting, following the sign-in instructions and choosing the survey link from the list. Giving everybody a voice Additionally, through late June, the Strategic Communication team will visit facilities in each region for focus groups to make sure that associates who were unable to take the survey still have a voice. Communication isn't as simple as sending an e-mail or telling someone a message and considering it received. We look forward to hearing your input, and will use the results to change the way we deliver information.

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24 March 2011

The Exchange Post


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