An important, yet often overlooked, factor that differentiates one jewelry designer from another is the customer experience. This session focuses on elevating the custom design experience by putting the customer first. 

In this session, attendees will learn how to make clients feel like true collaborators rather than just customers. Sketch reveals, stone selection, and final delivery are all key presentation moments that create memorable “wow” experiences. These are the moments clients remember and share, driving long-term loyalty and creating brand advocates.

About Dalton Powell

Dalton Powell is one of the owners of Oz’s Jewelers in Hickory, North Carolina, and a rising voice among the next generation of independent jewelers.

He is the President of the North Carolina Jewelers Association and a member of the Advisory Board for the SJTA. Dalton is also a recipient of the RJO Foundation Scholarship and the Robert Foreman Memorial Scholarship Award from the 24 Karat Club SEUS.

With GIA coursework and a Registered Gemologist Appraiser (RGA) designation from the International School of Gemology, he pairs formal training with hands-on retail and management experience. Dalton earned his undergraduate degree in Journalism & Media with a focus on Advertising and Public Relations from UNC Chapel Hill, followed by a Master’s in Business Management from Wake Forest University, completing his Master’s degree at the young age of 21.

His passion lies in helping independent jewelers stay competitive by embracing smart storytelling, evolving consumer expectations, and community-first values. He believes in transparency, collaboration, and elevating the voice of young professionals in the trade.