BREAKING NEWS: Fighting for Warfighters: Exchange Celebrates Industry-Leading Turnaround at MSM/GM Conference

Exchange Director/CEO Tom Shull speaks to the MSM/GM Conference. He is flanked by Chief Operating Officer Dave Nelson, President and Chief Merchandising Officer Ana Middleton, and Senior Enlisted Advisor CMSgt Luis Reyes.

Exchange Director/CEO Tom Shull speaks to the MSM/GM Conference. He is flanked by Chief Operating Officer Dave Nelson, President and Chief Merchandising Officer Ana Middleton, and Senior Enlisted Advisor CMSgt Luis Reyes.

 

Seven years after Tom Shull was named the Exchange’s first civilian Director/CEO, the organization celebrated the fighting spirit that has led to one of the most impressive turnarounds in retail history.

At the Exchange’s worldwide MSM/GM conference in Frisco, Texas, Shull picked up a boxing glove trophy—the first time he has picked up a boxing glove since he fought as a Cadet at West Point. Exchange President Ana Middleton and COO Dave Nelson presented the award.

“What the Exchange has done since 2012 is truly impressive,” Middleton said. “At a time when retail stores are struggling, the Exchange has transformed. Every decision we make is with Warfighters and their families in mind.”

Key accomplishments

Military shoppers and Exchange associates have been the beneficiaries of the changes since 2012. Key accomplishments include:

  • Welcomed home 18 million Veterans through the Veterans online shopping benefit
    • More than 300,000 Veteran orders placed since launch
    • Nearly $80 million in sales to Veterans shopping through ShopMyExchange.com
  • Rolled out the MILITARY STAR card acceptance at all commissaries
    • 366,000 commissary customers have purchased more than $250 million in groceries
  • Improved cash position by generating average cash of $750 million per year for the military community
  • Hiring 50,000 Veterans and military spouses by 2020 (39,000-plus hired to date)
  • Hired 1,000 Wounded Warriors
  • Reduced operating costs by approximately $300 million
  • Transformed the customer experience through a better product/service mix, increased focus on national brand, first-run movies in CONUS, hero movie premieres in combat, etc.
  • Implemented holistic BeFit program at all main stores, Express locations and food courts
  • Generated $1.6 billion in dividends for Soldiers, Airmen and their families

‘The future is bright’

“When it comes to fighting for the best interests of the military community, Tom is all in,” Nelson said. “The Exchange has made great strides over the last seven years, and with Tom’s leadership, the future is bright.”

While accepting the award, Shull dedicated the award to the Exchange team.

“Words cannot begin to describe how grateful I am to be a part of this great organization,” Shull said. “It is an honor to be in your corner as we fight the good fight for those who serve.”

 

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