HOSTED BY:

Oslo airport and Avinor

WITH THE COOPERATION OF THE:

Etrc

CORPORATE SPONSOR:

Nuance

Event Partner

etrc

Media Partner

etrc

Corporate Sponsor

Nuance

Gold Sponsors

Glenfiddich lagardere

Bronze Sponsors

Aelia Relay JTI Luxottica Xpress Spa

Exhibitors

Mapic Nuance PPS Publications

23rd Annual ACI EUROPE Airport Trading Conference

MAAG HALL, ZURICH 26-28 MARCH 2014

Now in its 23rd year, ACI EUROPE Airport Trading Conference and Exhibition is firmly established as THE must-attend event for airport retail executives globally. Every year, this conference attracts over 400 senior level delegates from airports, retailers, consultants, retail planners, brands and other enterprises concerned with the future of airport retail and is considered the most important industry get together of the year.

EVENT THEME"TRAVEL EXPERIENCE – OPERATIONAL EXCELLENCE VS. COMMERCIAL OPPORTUNITIES"

Wednesday 26 March 2014 Back to top

09:00 - 17:00

ACI EUROPE Commercial Forum
Conference room at Observation Deck, Zurich Airport

Attendance is by invitation only.

Hosted by:

Zurich Airport
19:00 - 21:00

Welcome Reception
LY’S ASIA, Zurich

Hosted by:

Zurich Airport

Thursday 27 March 2014 Back to top

09:00 - 10:30

Opening session

Welcome addresses

  • Zurich Airport Thomas E. Kern, Chief Executive Officer,
    Zurich Airport

    (Including a presentation of "The Circle" – a project beyond Airport Cities and an introduction of Zurich Airport's premium mixed use project)

  • Zurich Airport Patrick Graf,
    Senior Vice President Commercial,
    Zurich Airport
    and Chairman,
    ACI EUROPE Commercial Forum
  • Etrc Sarah Branquinho, President,
    ETRC

State of the industry address

  • ACI EUROPE Olivier Jankovec, Director General,
    ACI EUROPE
09:50 - 10:30

Inspirational Keynote:

Travel Experience - Operational excellence vFs commercial opportunities

Launched in February 2007 by Brûlé and distributed in over 65 countries, Monocle is a global, award-winning media brand combining print, web, retail and broadcast components. Published 10 times per year, this international briefing on current affairs, business, culture and design, has created a unique retail model with freestanding shops selling travel goods and limited edition brands in London, Hong Kong, Tokyo, New York and Toronto – along with an e-commerce site on monocle.com. Monocle launched its first café in Tokyo in October 2011, a Hotel Lobby Shop in the Hyatt Regency London in October 2012 and a café in London in April 2013.

As a seasoned traveller Brûlé will share his vast experience and vision in this unique presentation, providing the perfect backdrop to the theme of this year's event.

10:30 - 11:15 Refreshment break on the exhibition floor

11:15 - 12:45

First working session
What are the passenger frustrations with the "travel experience" and where do the opportunities lie for the non-aeronautical business to help improve it?

Exclusive Presentation:

Thomas Sevcik, Managing Director, Arthesia, will deliver an exclusive presentation entitled 'The End of Retail', prior to the First Working Session.

5 minute scene setting presentations from each panellist, followed by a lively panel discussion to be the below 'Questions to Consider'.

Chairman:

  • Thomas Boddenmann, , Region Director Europe,
    Mondelez World Travel Retail LLC

Panellists:

  • Vincent Romet, Chief Operating Officer,
    LS Travel Retail EMEA
  • Peter Rebeiz, Chairman & CEO, Caviar
    Caviar House & Prunier
  • Lise Ryevad, Director of Airport Sales,
    Copenhagen Airports
  • Pierre Germain, Director Finances, Commercial & Development,
    Genève Aéroport

Questions to consider:

  • Which consumer services are driving the travel experience in the future?
  • Could more available information on queue times communicated to passengers help reduce their stress and in turn improve their mood and likelihood to spend?
  • How can mobile channels be leveraged to improve the end-to-end experience and what are the commercial opportunities that could be leveraged along the way?
  • How can airports and concessionaires begin to get in the minds of passengers from the moment travel is booked?
  • How does operational excellence and efficiency enhance the travel experience and commercial performance?

12:45 - 14:00 Networking lunch break on the exhibition floor

14:00 - 15:30

Second working session
Getting it right behind the scenes so consumers and industry stakeholders can benefit

A series of case study presentations, preceeding a far reaching panel discussion on some of the key industry opportunities and challenges, which if overcome could greatly benefit the passenger.

Chairman:

  • Francis Gros, Global Travel Retail Director,
    Luxottica

Panellists:

Creating a powerful partnership – How it is fostered and how it benefits the operations day to day and examples of when it has been put to the test
Part 1 – Joint Presentation By:
  • Andrea Belardini,
    Chief Executive Officer Europe & Global Chief Commercial Officer,
    The Nuance Group AG
  • Zurich Airport Patrick Graf,
    Senior Vice President Commercial,
    Zurich Airport
    and Chairman,
    ACI EUROPE Commercial Forum
Part 2 - Joint presentation by:
  • Karl-Heinz Dietrich, Executive Vice President (Retail & Properties),
    Fraport AG
  • Raoul Spanger,
    Executive Director,
    Gebr. Heinemann SE & Co. KG
Enhancing the perception of quality and pleasant travelling, securing significant and sustainable profitability and creating an own "DNA" – the do's and don'ts
  • Peter Eriksson, Founder & Managing Director,
    Eriksson + Partner GmbH

Questions to consider:

  • How can we better leverage relations between airports, airlines, concessionaires and brands?
  • Improving technology could lead to reduced dwell time – how do we mitigate?
  • What is the right approach to the concession bidding process?
  • Travel retail tends to lag behind the high street – how can this be overcome?
  • Deep data sharing between airports and concessionaires is an obvious way to help build revenues – will it ever happen widely?
  • Is it possible for airports to run aggressive sales periods like downtown?
  • Are airports willing to implement intelligent models in the contracts, which support periodical, seasonal and ongoing promotions in a win-win solution?
  • How can we overcome price perception negativity at the airport?
  • Can we bring more transparency into the business review process to better develop revenues for all partners?
  • After pop-up stores and mystery shopping what are the new ideas now to drive customer service and increase revenue?
  • Will new customer focused initiatives like language translation, personal shopping assistants and loyalty schemes really drive commercial success?
  • What should we do with the landside areas now most passengers pass straight through to security already checked-in?
  • What more could airports do in an airport city sense to create revenues not just from passengers but from those in the local region?

15:30 - 16:00 - Refreshment break on the exhibition floor

16:15 - 17:30

Third working session: Unconference

PLEASE NOTE: FOLLOWING THE REFRESHMENT BREAK, THE UNCONFERENCE SESSIONS WILL TAKE PLACE AT THE RENAISSANCE ZURICH TOWER HOTEL, JUST A SHORT DISTANCE FROM THE MAAG HALL. DELEGATES WILL NEED TO ALLOW APPROX. 6 MINUTES WALKING TIME PRIOR TO THE SESSION START OF 16:15.

Unconference is a facilitated participant-driven approach where delegates can share ideas around the following subjects:

Leveraging technology for commercial gain
Two groups chaired separately by:
  • Johan Schölvinck,
    Vice President Commercial,
    InterVISTAS Consulting Group
  • Aurora de Rato, Corporate Communications & Innovation Director,
    World Duty Free Group
Airline, airport, concessionaire and brand cooperation to increase passenger spend
Two groups chaired separately by:
  • Filip Soete, Chief Commercial Officer,
    Aéroports de la Côte d'Azur
  • Roar Ødegaard, Manager Retail Development,
    Oslo Lufthavn AS
* Speaker invited

19:30 - 00:00
NETWORKING GALA DINNER

Friday 28 March 2014 Back to top

09:00 - 09:30

Day 2 Keynote Address:

Breaking the fourth wall - what can we learn form the high street + the digital world, and how can we mobilise airports?

Stéphanie Griffiths has over 14 years' experience in marketing, business development and trends analysis with a key focus on digital and telecommunications. While working at Vodafone and Iconmobile, she developed a deep interest in mobile-led innovations. She established her own consultancy Alienor and is currently involved in consulting, training and inspiration events within the Wunderman network to help agencies and brands (Nokia, Microsoft, Ford, Shell...) grasp the business opportunity of mobile. She also helps Future Foundation, the leading independent Trends Consultancy, in its international expansion programme, providing leadership in trends workshops and events curation. She chaired the Foundation's annual Global Trends conference in London in October 2013. Stéphanie is also active in the public sector and previously sat on the Board of Visit Britain advising on digital, mobile & social media. She is passionate about mobile marketing and is a Member of the Board of the Mobile Marketing Association – She spoke at their annual conference in November 2013. She was also a mentor to Mozilla's Ignite Challenge and to the education movement "Apps for Good".

09:30 - 11:00

Fourth working session
How can airports, concessionaires and brands leverage technology to increase commercial opportunities whilst improving the passenger experience?

Chairman:

  • Stephanie Griffiths, Director of Strategic Development,
    Future Foundation

Panellists:

How Heathrow's T2 opening in June 2014 will leverage cutting edge CRM and the latest technologies to increase passenger spend
  • Chris Annetts,
    Director of Commercial Passenger Services,
    Heathrow
Innovative Advertising – how to boost your visibility and passenger satisfaction through content downloads and other ideas
  • Andre Coetzee, Head of Sponsorship & Experiential,
    Eye Airports
Future proofing retail concepts through 3D digital experiences
  • Jonathan Chippendale, Chief Executive Officer,
    Holition

11:00 - 11:45 - Networking lunch break on the exhibition floor

11:45 - 13:30

Fifth working session
What does the traveller really want and what can we learn from the local market and other sectors?

Chairman:

  • Marta Guthová, Senior Executive Director of Business and Corporate Services,
    Prague Airport

Panellists:

What is the latest consensus, over how much passengers want a local flavor vs. a mix of global brands in the concession offer and product mix?
  • Zurich Airport Heidi Köpple, Head Retail Airside,
    Zurich Airport
How do airports effectively target high spending and low spending consumers simultaneously with the right retail mix?
  • Andrea Geretto, Commercial and Marketing Director,
    SAVE S.p.A
Are airports the travel retail benchmark and what can travel retail learn from the local market?
  • Peter Zehnder,
    Head of Division – Global Duty Free,
    Lindt & Sprüngli (Schweiz) AG
Where is airport retail heading?
  • Hildegard Asseis,
    Co-founder
    airporttrends.com

13:30 - 14:15 - Networking lunch break on the exhibition floor

15:15 - 17:15
Zurich Airport Tours

PREVIOUS EVENT TESTIMONIALS

"I have really enjoyed the event. The conference has addressed the most important topics, including increasing sales and developing loyalty programmes. I have also been very impressed with the exhibition, which has been very busy. Overall, the conference and exhibition have been very interesting for me."

Bohumil Neumann, Director, Prague Airport

"The event has been an excellent networking opportunity for us – all of our main airport partners are here. We have been very busy and I think there has been a record attendance at the event. I have also enjoyed the insights gained in the conference sessions. You meet all the right people at the ACI EUROPE Airport Trading Conference & Exhibition – all of the key decision-makers are here. You just have to attend."

Markus Ettlin, Director Retail Marketing, Gebr. Heinemann

"There has been an interesting mix of people participating in the event, and it has been really good to have the airlines involved. The presentations and high level of debates in the conference are leading to interesting issues being discussed. The conference has provided a lot of fresh perspectives that I will take away with me. There have also been excellent networking opportunities in the exhibition and at the social events."

Muriel Zingraff-Shariff, Retail Concessions Director, Heathrow Airport

"There has been excellent content in the conference and great speakers. There have also been very good networking opportunities for us; we have met a lot of people. The event has been very well organised. The Unconference sessions are also a very good idea, providing more focus and an even greater level of interaction due to the intimacy of the groups. The exhibition has also been very interesting."

Fernando Pérez-Peña, Business Development Director, Europe, World Duty Free Group

"The conference has been excellent. The presentations have been very focused, and there has been a high level of engagement between participants. The sharing of ideas has also been very impressive, particularly in the Unconference sessions, which provided even more opportunity for greater interaction. It has been a very successful event."

Claus-Dieter Wehr, Managing Director, Hamburg Airport

"There have been excellent conference sessions that have been very well targeted to the theme of the event. Each session has been very different, with a good level of interaction and the right topics being addressed. There has been an open-ness and an honesty to the presentations, which has been very refreshing. There have also been great networking opportunities in the exhibition and fantastic social events. Myself and my team have taken a lot out of this year's ACI EUROPE Airport Trading Conference & Exhibition."

Spencer Sheen, Head of Retail, Gatwick Airport

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