MEMBERS FIRST. A PHILOSOPHY BORN OF OUR COMMITMENT TO YOU

What It Means. Why It Matters. How It Serves You.

Running a resale, consignment, or thrift store is not for the faint of heart. You are balancing inventory, staffing, customers, margins, trends, compliance, and about ten other things before lunch. Most days, you are making decisions alone and hoping you chose the right one.

Members First exists because that reality deserves more than surface-level advice or recycled ideas. It deserves real support, real tools, and a community that understands what it actually takes to run a secondhand business.

The Story Behind Members First

Years ago, during one of the busiest seasons in my own store, I remember standing behind the counter at closing time. The store looked great. Sales were solid. Customers were happy. And I felt completely worn out.

Not because I didn’t love the work. I did. But because I was carrying everything. Decisions, pressure, uncertainty, responsibility.

What I needed in that moment was not inspiration or theory. I needed clarity. Reassurance. A reminder that I was capable and not doing this alone.

Members First was born from that exact feeling. It is the belief that no member of NARTS should feel unsupported, overlooked, or left to figure it out on their own.

What Members First Really Means

Members First is not a slogan. It is a filter for every decision we make.

It means that before we create a program, publish a resource, plan an event, or introduce a change, we ask one simple question:

Will this help a NARTS member feel braver, more hopeful, and more capable in their work?

If the answer is no, we rethink it.

Members First means your time matters. Your challenges are real. And the resources you receive should help you move forward, not add to the noise.

How This Philosophy Serves You

Members First shows up in practical ways, not promises.

You can expect tools that are usable, clear, and relevant to real store life. No fluff. No filler. Resources designed to be used today, not someday.
You can expect education that builds confidence instead of overwhelm. Training that respects your experience while helping you sharpen your skills.
You can expect connection that feels genuine. Community that is welcoming, supportive, and grounded in respect for different business models and experience levels.
You can expect events and conferences that are worth your time and investment. Experiences designed to leave you energized, not exhausted, and equipped with ideas you can actually implement.
You can expect communication that is transparent and thoughtful. Clear expectations. Clear direction. Clear follow-through.

The Foundation Behind the Work

Members First is supported by five core principles that guide everything we build.

Connection means creating spaces where members feel safe to be honest about challenges and wins.
Clarity means cutting through complexity and giving you straightforward, actionable guidance.
Confidence means reminding you that you are capable, even when things feel uncertain.
Celebration means recognizing progress, not just perfection, because momentum matters.
Care means leading with hospitality, respect, and the understanding that there is a human behind every store.

These are not abstract ideas. They are standards we hold ourselves to as an organization.

Our Commitment to You

Members First is a promise.

A promise that NARTS exists to support the people running the stores, not the other way around.
A promise that growth will be intentional, not rushed.
A promise that change will be thoughtful, not performative.
A promise that you will be seen, heard, and valued as a member of this community.

We are honoring the strong foundation this organization was built on while building something more relevant, more supportive, and more connected for today’s resale professionals.

Every decision.
Every resource.
Every experience.

Members First. Always.

Angie Houloose
NARTS Executive Director