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Frequently Asked Questions

In order to better serve you, the Willow Creek Customer Service Center has highlighted the most frequently asked questions. These concerns have been grouped into the categories below. To find an answer to your concern, simply click on one of the category links below to jump to a question and see its answer.

If you do not find the answer to your specific need, please contact us. This contact form allows you to electronically submit a specific question to the WCA Customer Service Center. Please be sure to provide as much detail as possible, along with your email address, so our team can answer you quickly and accurately.

Conference / Events

  1. Can I share a registration?
  2. Who qualifies for the Student/Faculty Rate?
  3. Can I attend the conference for only one day?
  4. When will I get confirmation of my registration?
  5. How can I tell if an event is almost sold out?
  6. What is your cancellation policy?
  7. What is your transfer policy?
  8. When and how do I check-in?
  9. Does my church qualify for the Group Rate?
  10. Do I need everyone's name to register our group?
  11. When do I have to update my Empty Registrations?
  12. Do you provide sign language translation?
  13. Is reserved seating available?
  14. Can I reserve a room for my team to meet?
  15. Can I tour your facilities?
  16. Can I bring my children?
  17. Do you have travel and/or hotel information?
  18. Do you provide transportationt?
  19. Will Harvest food court be open?
  20. Will Seeds bookstore be open?

Membership

  1. Where can I find a WCA church in my area?
  2. How does my church or ministry become a WCA Member?
  3. Do I need both a church profile and my own individual profile?
  4. How do I update my email address?
  5. How do I change my password?
  6. Why can't I log into my account?
  7. How do I post a job opening at our church?

Products / Orders

  1. Do I need to be a member of the Willow Creek Association before I can make a purchase?
  2. How do I order?
  3. How do I pay?
  4. How do I request a product catalog or conference brochures?
  5. What kinds of service-building products are offered on the Willow Creek Association website?
  6. How do I find a specific product?
  7. Can I preview the product I want to buy before I buy it?
  8. What is the status of my order?
  9. How long before I receive my product?
  10. I didn't receive my download.
  11. My church is a WCA member. Why didn't I receive the member discount on my order?
  12. I am an International WCA member. Can I place an order on this website?
  13. What is the WCA Return Policy?
  14. Some documents are only avilable in PDF format. How can I edit the document?
  15. Who creates the products sold on the Willow Creek Association web site?
  16. How do I get permission to make copies of WCA materials?

Music Chart Products

  1. What is the difference in the kinds of charts available?
  2. What is a "Basic Package"?
  3. What's included in the horn charts?
  4. What's included in the orchestra charts?
  5. What's included in the choir charts?
  6. Why do I have to order a minimum of 20 choir charts?
  7. What are MP3 Tracks?
  8. What can I use these MP3s for?
  9. Can I make copies of MP3 Tracks?
  10. Do I need my CCLI license to use these songs?
  11. Can I photocopy the charts for my musicians?
  12. Can I receive the music in Finale format?

Drama Products

  1. What's included in a Drama Script?
  2. What is the average length of a drama script?
  3. What are your drama musical specials?
  4. Can I photocopy the scripts for my actors?
  5. Can I edit the drama to better suit our needs?
  6. What are Drama Videos?
  7. Can I show drama videos in my service?

Video Products

  1. What is the difference in the kinds of videos available?
  2. What are the differences between the available video formats?
  3. Are there any compatibility issues?
  4. About how long is each video?
  5. Can I preview the video I want to buy before I buy it?
  6. Can I make copies of these videos or edit the video to better suit our needs?

Messages

  1. What is the difference in the types of messages?
  2. What formats are available?
  3. Can I preview the message I want to buy before I buy it?
  4. Can I photocopy the message transcripts?
  5. What are Message MP3s?
  6. Can I make copies of Message MP3s?
  7. Why can't I find that one message?

Conference / Events

Can I share a registration?

Willow Creek does not provide the option to share registrations between two or more individuals.

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Who qualifies for the Student/Faculty rate?

Both high school and college students are eligible for the Student Rate. The Faculty Rate applies to those individuals on staff at a college or university.

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Can I attend the conference for only one day?

Yes. There are no reduced fees for partial attendance however, so we encourage our guests to participate each day of an event.

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When will I get confirmation of my registration?

If you registered online you will recieve a confirmation email immediately. In addition confirmation letters are mailed out before the cancellation deadline, 60 days prior to the conference.

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How can I tell if an event is almost sold out?

Each conference fills up at different rates. To determine how many seats are available for an event, please contact the WCA Customer Service Center at 800-570-9812.

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What is your cancellation policy?

You must cancel 60 DAYS prior to the conference. There is a $45 fee, deducted from the original registration payment, for all cancellations.

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What is your transfer policy?

You must transfer your registration to a different conference 30 DAYS prior to the conference for which you originally registered. There is a $45 fee, deducted from the original registration payment, for all transfers. The transferred registration must be used within one year.

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When and how do I check-in?

For conferences at the Willow Creek campus, conference materials will be available as you enter on the first day of the conference. Check-in instructions will be provided in your confirmation letter for conferences held off-site.

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Does my church qualify for the Group Rate?

All registrations must be submitted in a single session to qualify for the Group Rate. If your order does not meet the criteria, each person will be charged the Individual Rate. Once you meet the correct number of registrations any additional registrations will qualify for the Group Rate.

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Do I need everyone's name to register our group?

No, you do not need everyone's name at the time of event registration.

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When do I have to update my Empty Registrations?

You can update empty registrations until the day before the conference. On the day of the event changes can be made during conference check-in.

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Do you provide sign language translation?

No, we currently do not provide sign language translation.

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Is reserved seating available?

Reserved seating is not available at any of our conferences. However, if you are physically impared or require special assistance contact our Customer Relations Center at 800-570-9812 to discuss your specific needs.

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Can I reserve a room for my team to meet?

Please contact the Customer Relations Center at 800-570-9812 and provide the following: church name, contact name, contact phone number and e-mail address, meeting date, meeting start and end time, number of guests, and any food service needs. We will do our best to accommodate your needs and our Conference Event Manager will follow up with you.

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Can I tour your facilities?

Scheduled tours are available during conferences. Contact us for more information.

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Can I bring my children?

Our events are adult training events, so children and infants, including nursing infants, are not permitted in any of the sessions. Childcare is not available.

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Do you have travel and/or hotel information?

Travel Information is available online and will also be included in your event confirmation letter.

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Do you provide transportation?

The Willow Creek Association does not provide transportation. Please contact your hotel to see if a shuttle service is available.

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Will Harvest food court be open?

Harvest, our on-site food court, will usually be open for breakfast and lunch each day of the conference. Your conference schedule will have additional details.

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Will Seeds bookstore be open?

Seeds Bookstore will normally be open through out the day during the conference. Hours vary depending on the event and will be noted in your conference materials.

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Membership

Where can I find a WCA church in my area?

Click here to seach for a WCA Member church by state.

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How does my church, ministry or organization become a WCA Member?

Please visit www.willowcreek.com/membership for information on becoming a member.

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Do I need both a church profile and my own individual profile?

The short answer is no, you only need an individual profile unless you wish to receive WCA Member Benefits. There are two different records or profile types in our system. The Church record is for WCA member churches and is automatically created when a new membership is purchased. The Individual profile is for a single individual and is created by that individual. Individual profiles MUST be connected to a member church to receive WCA Member Benefits. Connect your membership to a church here. If you cannot login or access your purchase history, please contact our Customer Relations Center at 1-800-570-9812 or email us.

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How do I update my email address?

Please contact us with your name and address (to ensure that we update the correct account). Please specify the old AND new email address.

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How do I change my password?

Login to your account. Click 'Edit' next to 'Change Your Password'.

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Why can't I log into my account?

Account login issues usually occur due to password or user email address issues. First, please be sure that the email address you are entering is the email address that you created your account with. Forgot your password? If these options do not work, please contact us with the following information, which will help us troubleshoot your log in issue:

  • The web browser you're using and its version (For example: Firefox 3.5, Internet Explorer 8.0, Safari 4, etc)
  • The operating system you're using (For example, Mac OS X Snow Leopard, Windows 7, etc)
  • Any error messages your receive when you try to log in, and some detail about what happens during your log in attempt

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How do I post a job opening at our church?

Find out more information about our Job Exchange.

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Products / Orders

Do I need to be a member of the Willow Creek Association before I can make a purchase?

No, however, WCA members receive 20% off all purchases, along with many other benefits. For more information on membership, click here.

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How do I order?

We have two options for ordering. For each, we need your name, church, address, phone number and email address in order to process your order.

  • Internet: Our web site features a secure shopping cart system through which you can process your order and submit your payment by credit card (Master Card, Visa, & Discover. Unfortunately, we do not take American Express).
  • Phone: Call us toll free at 1-800-570-9812 (Monday - Friday, 9-5 CST) to place your order with one of our Customer Service Ambassadors.

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How do I pay?

Orders placed via our web site must be paid by credit card. Orders placed over the phone can be paid with credit card or check.

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How do I request a product catalog or conference brochures?

Please contact our Resource Department about the item requested. View the current online catalog.

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What kinds of service-building products are offered on the Willow Creek Association web site?

There are over 5,000 different service elements available, you can browse through Music Charts, Drama, Messages and Videos of every kind.

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How do I find a specific product?

Visit our Resources page or go directly to our online store.

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Can I preview the product I want to buy before I buy it?

For most of our products we try to have a complete description written and where possible an audio or video sample of the element actually being performed at a Willow Creek service. For most of our music charts, you can preview a page or two of the chart. When previewing a song, click "Bookmarks" to see what instrumental and vocal parts are included in the chart.

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What is the status of my order?

You must be logged in to view order status / history.

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How long before I receive my product?

Orders placed for downloadable products are available immediately. Orders that require shipping may take anywhere between one day and eight weeks to arrive, depending on the shipping method you choose and your location.

Video orders will take 7-10 Working days for DVD products; 10-12 Working days for all other products. Then your order will be shipped by the method you choose. Orders placed after 1:30 p.m. (Central Standard Time) will begin processing the following business day. International Exception: International shipping will vary as these orders have special shipping requirements. Unless expedited method is chosen.

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I didn't receive my download. Now what do I do?

View your Account History. Click the appropriate order number and select the item you wish to download.

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My church is a WCA member. Why didn't I receive the member discount on my order?

Your profile may not be connected to the WCA Member Church record. Edit your church information. If your church is a WCA Member, you will see that the Member Discount Applies. Please give us a call at 1-800-570-9812 if you have further concerns.

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I am an International WCA member. Can I place my order on this Web site?

Due to the rate of exchange and cost of shipping, it's more cost-effective for you to place your order through the appropriate WCA affiliate. Obtain contact information for your affiliate. If there is not an affiliate office in your country, please contact us for more information on how to complete your order.

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What is the WCA Return Policy?

If for any reason you are not satisfied with a product, please call our Customer Relations Center at 800-570-9812 within 30 days of receiving your order. A Consultant will provide you with a Return Authorization Number and instructions for returning the product. Products Made-on-Demand as well as Downloadable items are non-returnable. If an item is damaged or defective a replacement of the same item will be sent. Please note that shipping and handling charges are non-refundable unless the return is due to our error.

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Some documents are only avilable in PDF format. How can I edit the document?

The contents of a PDF are easy to cut and paste:

  1. Open the PDF
  2. Edit menu >> Select All (CTRL+A on the keyboard)
  3. Edit menu >> Copy (CTRL+C on the keyboard)
  4. Open word processing application, like MS Word
  5. Edit menu >> Paste (CTRL+V on the keyboard)

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Who creates the products sold on the Willow Creek Association web site?

The products Dramas, Music, Messages and Videos are literal transcriptions of the service elements as performed by the Willow Creek Community Church artists at services, conferences and ministry events.

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How do I receive permission to make a copy of WCA materials?

Please completely fill out this form to submit a permission request to the Willow Creek Association (WCA) for use of Willow Creek Resources (books, curriculum, music, etc.), in any form and for any purpose. It generally takes up to two weeks to process each request. A permission fee may apply to requests granted.

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Music Chart Products

What is the difference in the kinds of charts available?

Hundreds of worship songs and the finest of contemporary Christian music can be downloaded for use in your church services. More than sheet music, these are the actual music charts used by the bands, vocal teams and orchestra at Willow Creek Community Church.

  • Worship Songs: Charts for worship songs usually come in the form of a master rhythm part. This part includes melody, lyrics, chords, 3-part vocal harmonization, and some arrangement cues. Vocalists and rhythm section players read from different copies of the same master rhythm part. These charts for worship songs typically do not include parts written out specifically for piano.
  • Vocal Specials: Charts for vocal specials are usually more complex than charts for worship songs. They include parts for vocals and rhythm section (piano, bass, drums, guitar, synthesizers, and sometimes a few other instruments). Vocal specials usually have separate parts for lead vocals, group vocals, and each rhythm instrument, plus a vocal rehearsal score. Often there are specific piano parts written out.
  • Instrumentals: Charts for instrumental arrangements usually include rhythm section parts with solo instrument parts or horn section parts. Instrumentation varies for each arrangement.

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What is a "Basic Package"?

The core of our music charts is the basic package. It usually includes the vocal and rhythm section parts. The basic package of a song is a complete arrangement in itself. However, many of our charts have horn parts, orchestra parts, and/or choir parts that can be added to the basic package. These additional parts may be purchased separately.

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What's included in the horn charts?

Horn parts can be added to the basic package. Instrumentation varies, but the horn section usually includes:

  • Saxes: 2 Altos, 2 Tenors, 1 Baritone Sax
  • Trumpets: 3 Trumpets
  • Trombones: 3 Trombones, occasionally Bass Trombone on 3rd

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What's included in the orchestra charts?

Orchestra parts can be added to the basic package. Instrumentation usually includes:

  • Woodwinds: Flute, Oboe, occasionally English Horn, 2 Clarinets, Bass Clarinet, Bassoon
  • Brass: 3 French Horns, 3 Trumpets, 2 Trombones, Tuba
  • Percussion: Timpani, Congas
  • Strings: Violins, Viola, Cello, String bass

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What's included in the choir charts?

SATB Large Choir parts are available on some songs. Choir parts are $1 per choir member, with a $20 minimum purchase. The basic package includes SAT vocal parts for praise teams and contemporary worship choirs.

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Why do I have to order a minimum of 20 choir charts?

The choir charts are written for a group larger than the small three-part worship teams found in many churches doing contemporary worship today. The minimum size of these choirs seems to be at 20 singers in most churches. That's why we set the minimum order for the choir charts at 20. If you have less than that, you might want to purchase the Basic Package of the chart which contains a vocal group part that would work very well for groups of less than 20.

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What are MP3 Tracks?

These are recordings you can download from the site to your computer. MP3 tracks can be played on your computer or an MP3 player. They can also be recorded to audiotape or burned on CD. Follow the instructions that came with your MP3 player for downloading and recording.

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What can I use these MP3s for?

MP3 Rehearsal Tracks are instrumental accompaniment tracks that can be used as accompaniment for rehearsals or as practice tapes for your music team. Rehearsal tracks are not made to play at a church, sometimes they are just the skeletal instrumental music behind a song. They are made to help the singer practice. Some of the music from Greg Ferguson's CDs has rehearsal tracks with background vocals. These would be performance quality if you did not have a band or background vocalist to augment your lead vocal performance. This is also true of most of the Promiseland music.

MP3 Song Demo Tracks are recordings with vocal and instrumental parts. They can be played in rehearsal to teach your music team their parts or they can be used as reference practice tapes for your music team.

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Can I make copies of MP3 Tracks?

For songs and tracks solely copyrighted by Ever Devoted Music a Willow Creek Community Church publisher, you may make enough copies equal to the number of people in the band performing the song. For songs and tracks that are not solely copyrighted by Ever Devoted Music (including songs and tracks that are co-copyrighted by Ever Devoted Music), other than your original download, you may not make any copies without permission from all of the non-Ever Devoted Music song and track copyright owners.

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Do I need my CCLI license to use these songs?

You need your CCLI license to project and copy words or words/chords versions derived from our arrangements if the songs are registered under CCLI. You do not need to register direct copies of our arrangements with CCLI.

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Can I photocopy the charts for my musicians?

For songs solely copyrighted by Ever Devoted Music, you may make enough copies equal to the number of people in the band performing the song. For songs that are not solely copyrighted by Ever Devoted Music (including songs that are co-copyrighted by Ever Devoted Music), other than your original download, you may not make any copies without permission from all of the non-Ever Devoted Music song copyright owners.

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Can I receive the music in Finale format?

We do not offer Finale versions of our arrangements at this time.

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Drama Products

What's included in a Drama Script?

Drama scripts are the literal transcription of scenes that have been performed at Willow Creek Community Church.

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What is the average length of a drama script?

Typically our dramas run about 8 minuets. Some of our dramas are service long seasonal drama musicals. Their times are specified on the product description.

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What are your drama musical specials?

Some of our dramas are extended production usually revolving around a major seasonal event.

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Can I photocopy the scripts for my actors?

The price for each copyrighted sketch or drama resource from the Willow Creek Association Willow Creek Association licenses your church and/ or nonprofit organization to unlimited use when used as part of your regular nonprofit services or program. This is limited to photocopying sketches for each actor in your church or nonprofit organization only, and the performance as often as you like at no additional cost or royalty fee. Drama sketches and drama resources are non-transferable between churches or organizations and cannot be resold.

Also Note:
Use of the sketch or drama resource in conjunction with fund raising, radio, television, video, film, or commercial purposes is prohibited.

Transcribing a script from a video is an infringement of copyright law. Please select carefully, as the sketches are not returnable. © 2013 Willow Creek Community Church

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Can I edit the drama to better suit our needs?

Small changes like the name of a city or street or character may be ok, but changing the intent or content of the drama is forbidden.

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What are Drama Videos?

Drama Videos are service videos of our dramas.

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Can I show drama videos in my service?

YES! If you are just starting out or need to give your drama team a rest, we hope that you can use our drama videos to augment your service.

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Video Products

What is the difference in the kinds of videos available?

Topical Videos: Nothing speaks to the majesty of God's creation better than beautiful scenes of creation, prayerful people, or families laughing together. Visuals of the homeless or blatant violence cause anyone deep thought. Such topical videos are often powerful transitional pieces to any related message.

Interview Video: Also known as "Man On The Street" Videos or MOTS. These fast pace live interview videos grab truth as it's walking. The world view comes at you from the kind old lady to the kid next door. Find out what people are talking about!

Baptism Videos: Observing baptism is one of the most compelling and motivating moments for a Christ-follower. Baptism videos are now available to inspire believers to seek deeper relationships and community with people far from Christ.

Seasonal Videos: You can order videos to enhance your Christmas, Easter or other special services! Add a fresh artistic component to your holiday worship that will touch hearts and souls.

Message Series Promos: Introduce your message series with more ingenuity! Use one of series promo videos to capture and maintain the attention of your congregation.

Song Support Videos: We provide a variety of Song Support Videos that allows your teams the freedom for creative expression, without the additional time it takes to craft a video from scratch! Most of our Song Support Videos provide click tracks and "green screens" so you can integrate live performances of your vocal teams with existing video images. However, if you prefer to just press "play," we also provides original artist vocals mixed to remarkable media images.

Wallpaper Videos: Creative videos that can be used with almost anything! These can be used as a continual video roll, they have wide shots, some are time lapse and may have locked down camera shots.

Drama Videos: When drama is done well, it has power. When people see their own lives reflected on stage, their defenses are lowered and they become more responsive to the truth of the gospel.

Conference Videos: The driving force behind all we do at the Willow Creek Association is our work with local churches around the world. And one of the best venues we've found to cast vision, provide training, and share resources with widespread potential is through our Willow Creek Association Conferences and Training Events.

Message Videos: These Videos are field-tested in front of Willow Creek's congregation. These relevant messages connects with people's lives, the ageless wisdom of Scripture is presented in a creative, yet straight-forward way. These are messages of hope, encouragement, and in-depth Bible teaching that help our hearts grow bigger toward God and others as we learn how to live, day-by-day, as Jesus wants us to.

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What are the differences between the available video formats?

DVD: Physical disc option.
MOV: Downloadable format natviely supported by Mac and IOS but can also play on Windows with Quicktime software.
WMV: Downloadable format natively supported by Windows.

NOTE: You can usually choose from each one of these formats for the video playback of your choice.

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Are there any compatibility issues?

DVD Recordable Media: We burn DVD-Rs (as opposed to the less common, DVD+Rs). Our DVDs should be compatible with almost all computers, but there is around 76% compatibility for older stand-alone players. This is an industry standard figure for duplicated DVD-Rs and is based on the media our vendors use in conjunction with general research on the average consumer player in most homes. Other variables have to be taken into account, such as media brand, age of the players, etc. First and second-generation consumer DVD players often have difficulty with recordable media. And, naturally, cheap media will generally be more troublesome. So, newer players with good media will have a much better rate of playback success.

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About how long is each video?

Play time should be included on the product description. If you don't see the time listed within a particular video description then please let us know and we will add it.

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Can I preview the video I want to buy before I buy it?

For most of our videos, you can preview the entire video before purchase.

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Can I make copies of these videos or edit the video to better suit our needs?

No, sorry.

© & (P) 2013 Willow Creek Community Church. A Willow Creek Resources Video Release. All Rights Reserved. Printed in the USA. Cleared for home use, face to face instructional settings, and public performance in regular church services. Unauthorized duplication or editing is prohibited. Broadcast rights strictly forbidden.

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Messages

This area contains hundreds of sermon transcripts of various teachers who have taught at Willow Creek since 1990. Field-tested in front of Willow Creek's congregation, these relevant messages help connect spiritual seekers with the truth of God's Word. You may also look up messages from our New Community services that are geared for the more mature believer.

What is the difference in the types of messages?

Seeker: Both series and individual messages contain content that has strongly impacted those investigating Christianity, as well as believers. These messages, delivered by Senior Pastor Bill Hybels and other highly skilled teachers, address the real issues people face in their everyday lives.

Believer: Willow Creek is committed to helping believers grow into fully devoted followers of Jesus Christ. These messages include in-depth Bible teaching and are designed to enhance and deepen spiritual growth of Christians.

GenNeXt: These messages deal with issues that affect the lives of both single and married people in the postmodern generation (18 to 20-something).

Conference: The driving force behind all we do at the Willow Creek Association is our work with local churches around the world to find answers to what it really means to build a "prevailing church." One of the best venues we've found to cast vision, provide training, and share resources with widespread potential is through our Willow Creek Conferences and Training Events. These conferences are the Arts Conference, Communicating in Today's Reality (Teaching), Evangelism, How To Change Your Church… , Leadership Summit, Prevailing Church, Conference, Promiseland (Children's Ministry), Resource Challenge (Stewardship), Small Groups, Student Ministries (Next Gen), & Women's Conference.

Sermon: General sermons.

Other: Anything else.

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What formats are available?

CD: Subscription also available for the CD format.
MP3: MP3 for your computer or MP3 player.
Transcript: The tried and true transcripts. In an updated PDF format. All Transcripts before March 2003 are still in HTML format.
Video: Get the video in DVD where available.

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Can I preview the message I want to buy before I buy it?

When available you can view a portion of video. Elsewhere there may be a sample audio recording. Not all messages have previews or descriptions.

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Can I photocopy the message transcripts?

No, this copyright is granted for personal use only. For additional usage, contact WCA Rights and Permissions.

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What are Message MP3s?

These are messages you can download from Willow Creek Association to your computer. MP3 tracks can be played on your computer or an MP3 player. They can also be recorded to audiotape or burned on CD.

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Can I make copies of Message MP3s?

No, this copyright is granted for personal use only. For additional usage, contact WCA Rights and Permissions.

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Why can't I find that one message?

There may be intentional gaps in the availability of CDs for certain message series. Some services do not contain a message component, while others are excluded from sale for various reasons. If a CD is not listed along with other messages in its series, it is not available. We appreciate your understanding.

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