‘Each of You Is Passionate About Preserving Quality of Life,’ Shull Tells ALA
VIRGINIA BEACH, VIRGINIA—For Army & Air Force Exchange Service Director/CEO Tom Shull, taking care of service members and families boils down to two words: Love them.
The words may be simple, Shull told attendees of the 76th annual American Logistics Association conference, but the action of leading through nurturing is powerful.
Shull shared the “love them” leadership lesson he learned from his older brother, LTC(R) John Shull, who had gleaned advice from MG(R) Bill Moore, a renowned Army leader.
“Moore was asked, ‘How do you lead Soldiers?’” Shull said. “His reply: two words. ‘Love them.’”
Military resale and its industry partners care deeply for service members and families—and the leadership lesson from MG Moore is fully displayed through the work of ALA members.
“‘Love them’ is a powerful message that speaks to the heart of the mission of ALA, industry partners and military resale,” Shull said. “Each of you is passionate about preserving Quality of Life for all who serve.”
ALA is a nonprofit trade association that promotes, protects and enhances Quality-of-Life benefits for service members, military retirees and military families. Shull was among the distinguished military resale leaders addressing attendees Sept. 27 in Virginia Beach, Virginia, providing an update on the Exchange’s performance and commitment to serving those who serve.
With total year-to-date revenue of $4.9 billion, up 1% over Plan, and earnings of $269 million, 39% above Plan, the Exchange benefit remains strong.
“We are in great shape,” Shull said. “But, we are always ready to move forward with creative ideas on how to serve better.”
Priorities for 2023
The Exchange’s 2023 strategic priorities are growing the benefit, Shull said. He debuted a video, produced by the Exchange’s digital media team, highlighting the priorities, including:
MILITARY STAR® expansion: By collaborating with Discover Financial Services, the MILITARY STAR card will soon offer tap-to-pay, EMV for a more secure checkout and mobile wallet options.
Drop-ship: With The Home Depot and Sunglass Hut leading the way, more than 250 suppliers are launching at ShopMyExchange.com in 2023. Drop-ship allows more tax-free e-commerce orders to ship direct to customers from third-party vendors. This is especially critical, Shull said, because only 5% of authorized shoppers live within 40 miles of a brick-and-mortar Exchange.
Self-checkout: More than 1,300 self-checkout kiosks have been installed at nearly 420 Exchange stores worldwide since 2022. This rapid rollout has reduced shoppers’ wait times and frees up associates to help elsewhere in PXs, BXs and Expresses.
Fulfilling DoD’s mission
The Exchange’s ability to be fully nested with installation commanders and the Department of Defense’s mission is crucial to a strong benefit too, Shull said.
“We have a multitiered approach to ensuring operations are fully connected with installation priorities,” Shull said. “Exchange general managers are first-line partners for installation commanders. They are our boots on the ground, responsible for all Exchange operations in each community they serve.”
Military leaders assigned to the Exchange, including Chief Master Sgt. Kevin “KO” Osby, the senior enlisted advisor; Col. Don Nowlin, Europe/Southwest Asia/Africa Region commander; Col. Jason Beck, Pacific Region commander; Sgt. Maj. Jason Urquhart, Europe/SWA senior enlisted advisor; and Sgt. Maj. Generose Green, Pacific Region senior enlisted advisor, further strengthen operational support to service members and families.
The Exchange’s vice presidents of outreach, retired Army COL Fred Hannah and retired Air Force Col. Andy Weaver, work broader opportunities including evolving mission requirements and strategic plans.
Honoring an Exchange pioneer
Shull also honored Executive Vice President and Chief Logistics Officer Karen Stack, who will retire later this year. He presented her with a POG plaque and lauded her 47 years of steadfast service.
“From leading operations in Europe and Southwest Asia after 9/11 to expediating shipments of critical supplies during the COVID-19 pandemic, Karen has been a pioneer throughout her career. She cares deeply for the military community. Her love and devotion to those who serve are exemplary.”
Full circle
And, for Shull, the Exchange mission goes back to love and caring for each other.
“My dad spent more than 40 months in combat and 30 years in the Army,” Shull said. “He cared deeply about his family and often said, ‘As long as my family is taken care of, I’m all in for the Army.’ We are the only retailers who are family serving family. We must all be deeply passionate about serving those who serve.”
