Brent Miller: In April we would announce what we were doing for the conference in October... the year before Upscale we got zero done, which was just a terrible situation for us to be in. ...We started working on [Upscale] in the fall after the whiff on our conference, knowing we were going to roll it out in the spring—probably after we made the commitments for the fall—and we were going to have to do the organizational transformation, do all the change management, have everybody look aro...
