ARN 2014  
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AGENDA
 
ILLUSTRATIVE AGENDA - NOT FINAL - SUBJECT TO CHANGE

Online Conference Registration
Hotel Reservation

Pre-Conference
Saturday, March 1, 2014

Come early and enjoy the beautiful resort and amenities at the Omni Orlando
at ChampionsGate, including famous attractions accessible via complimentary resort shuttle.


9:00 a.m. - 5:00 p.m.
Location: Lobby
Pre-Registration
Attendee Book Sponsored by: NewsLink Group (newslinkgroup.net)
Registration Bag Sponsored by: Hudson Group (hudsongroupusa.com)
Key Cards Sponsored by: Paradies (paradies-na.com)
Lanyard/Badge Holder Sponsored by: Travelex (travelex.com)
Registration Sponsored by: Smarte Carte (smartecarte.com)
and HappyOrNot (www.happy-or-not.com/en_us)

Located just steps from the Omni front desk, enjoy expedited pre-registration.


Day One
Sunday, March 2, 2014

7:30 a.m. - 1:00 p.m.
Location: Rotunda
Registration
Attendee Book Sponsored by: NewsLink Group (newslinkgroup.net)
Registration Bag Sponsored by: Hudson Group (hudsongroupusa.com)
Key Cards Sponsored by: Paradies (paradies-na.com)
Lanyard/Badge Holder Sponsored by: Travelex (travelex.com)
Registration Sponsored by: Smarte Carte (smartecarte.com)
and HappyOrNot (www.happy-or-not.com/en_us)

8:00 a.m. - 9:00 a.m.
Location: National Ballroom Foyer and Rotunda
Breakfast And Networking At Ballroom Commons
Sponsored by: McDonald's (mcdonalds.com)

9:00 a.m. - 10:15 a.m.
Concurrent Session
Location: National Ballroom A
Session: 1A
The Academy Of Concessions
(Intermediate/Advanced)
Terminal Designs And Their Impact On Maximizing Revenues

Moderator: Stephen Freibrun, airport commercial planner, ICF SH&E

Speakers: Max Carmona, senior director of U.S. restaurant design, McDonald’s; Mark Lobel, senior project manager, Corgan Associates; and Edward Midgley, vice president of concession management, JFKIAT

In an environment where every square foot has distinct considerations, finding the right space is a common challenge for airport management and concessionaires. Historically, many terminal developers have approached concessions after they have planned the terminal, but with concessions making up such a large portion of overall terminal space, thoughtful planning and understanding of industry best practices becomes increasingly important. This session will focus on the layouts most conducive to maximizing revenues and optimizing customer satisfaction, guiding all those involved in terminal planning on the key design elements required to create an outstanding customer experience.

9:00 a.m. - 10:15 a.m.
Concurrent Session
Location: National Ballroom D
Session: 1B
The Academy Of Concessions
(Beginner)
The ABCs Of Doing Business In Airports

Moderator: Ramon Lo, editorial director, Airport Revenue News

Speakers: Paul Brown, concessions director, Hartsfield-Jackson Atlanta International; Bob Stanton, vice president of strategy and concepts, Delaware North Companies Travel Hospitality Services; and Robert van Snik, vice president of finance, Westfield

In an environment where every square foot has distinct considerations, finding the right space is a common challenge for airport management and concessionaires. Historically, many terminal developers have approached concessions after they have planned the terminal, but with concessions making up such a large portion of overall terminal space, thoughtful planning and understanding of industry best practices becomes increasingly important.


10:15 a.m. - 10:45 a.m.
Location: Ballroom Foyer
Refreshment Break In Ballroom Commons Foyer

10:45 a.m. - 12:00 p.m.
Concurrent Session
Location: National Ballroom A
Session: 2A
The Academy Of Concessions (Intermediate/Advanced)
Passenger-Focused Care – The Ties That Bond Satisfaction And Sales

Moderator: Stephen Freibrun, airport commercial planner, ICF SH&E

Speakers: John Cugasi, senior vice president of strategic planning, Paradies; Jeremy Dalkoff, director of travel innovation, American Express; Alan Gluck, director of business development, Airmall USA; and Paula Kucharz, business development manager, Phoenix Sky Harbor International

Technologies and experiences continue to push the customer-satisfaction envelope. This session will cover different approaches to evaluating and choosing the right concepts, as well as best practices in surveying and monitoring customer satisfaction.

10:45 a.m. - 12:00 p.m.
Concurrent Session
Location: National Ballroom D
Session: 2B
The Academy Of Concessions (Beginner)
The Good, The Bad And The Ugly

Moderator: Ramon Lo, editorial director, Airport Revenue News

Speakers: Martha Hernandez, assistant vice president, Dallas/Fort Worth International;
Huy Pham, director of business development, Areas USA; and Ellery Plowman, president, The Elle Co.

Navigating the business of airports presents its own unique sets of challenges and opportunities. Get informed on the basics of how things work and be in a position to maximize revenues for your organization in this informative educational session.

12:00 p.m. - 2:00 p.m.
Open Lunch

12:00 p.m. - 2:00 p.m.
Location: National Ballroom B & C
Property Managers-Only Meeting And Luncheon
Sponsored by: Westfield Concession Management (westfield.com/airports)

Discuss, commiserate, resolve and be candid about the issues of the day with all of your airport colleagues. No concessionaires or press admitted.

12:30 p.m.
Location: Omni ChampionsGate
Golf Club House & International Course


Golf Tournament
Presented by: World Duty Free Group (worlddutyfreegroup.com)

Tee off at the ChampionsGate International Course. Located onsite just a two-minute cart ride from the hotel lobby, this Greg Norman-designed, links-style course presents a mixture of challenge and playability to golfers of all levels. Tournament format is a Best Ball Scramble, with competition holes including closest to the pin and longest drive. Lunch is provided and the round concludes with a catered awards ceremony. Callaway club rentals are available; space is limited.

2:00 p.m. - 4:00 p.m.
Concurrent Session
Location: National Ballroom A
Session: 3A
Upcoming Opportunities

Moderator: Carol Ward, senior journalist, Airport Revenue News

Listen to airport executives discuss upcoming opportunities at their airports. Learn about new opportunities in terminals, parking garages, concessions space and other major facilities on airport property.

2:00 p.m. - 4:00 p.m.
Concurrent Session
Location: National Ballroom D
Session: 3B
Property Management Essentials (Property Managers-Only)

Moderator: Ramon Lo, editorial director, Airport Revenue News

Speakers: Holly Buckner, director of business development, Customer Service Experts; Jill Donnelly, vice president, Customer Service Experts; and Doug Draper, director of adult beverage and bar development, HMSHost Corp.

Participate in an engaged dialogue and discussion of best practices and share experiences in all aspects of property management. Network and connect with peers and brainstorm on how best to approach and succeed in managing terminals, parking garages, concessions spaces and other major facilities on airport property.

6:00 p.m. - 8:00 p.m.
Location: Rotunda
Registration
Attendee Book Sponsored by: NewsLink Group (newslinkgroup.net)
Registration Bag Sponsored by: Hudson Group (hudsongroupusa.com)
Key Cards Sponsored by: Paradies (paradies-na.com)
Lanyard/Badge Holder Sponsored by: Travelex (travelex.com)
Registration Sponsored by: Smarte Carte (smartecarte.com)
and HappyOrNot (www.happy-or-not.com/en_us)

6:30 p.m. - 8:30 p.m.
Location: Osceola Ballroom
Opening-Night Reception
Sponsored by: HMSHost Corp. (hmshost.com)

Networking in Osceola Commons, 6:30 p.m. Opening of the hall/ribbon cutting, 7 p.m.

David Broderick, executive director and publisher, Airport Revenue News
Joan Ulrich, vice president, Urban Expositions
Tom Fricke, president and CEO, HMSHost Corp.


8:30 p.m. - 10:30 p.m.
Location: Formal Pool
Opening-Night Celebration (Invitation Only, Formal Pool)
Sponsored by: Wolfgang Puck (wolfgangpuck.com) and
Delaware North Companies Travel Hospitality Services (delawarenorth.com)

Enjoy food from Wolfgang's newest concepts along with your favorite
cocktails, wines and beverages. Doors open at 8 p.m.



Day Two
Monday, March 3, 2014

7:00 a.m. - 2:30 p.m.
Location: Rotunda
Registration
Attendee Book Sponsored by: NewsLink Group (newslinkgroup.net)
Registration Bag Sponsored by: Hudson Group (hudsongroupusa.com)
Key Cards Sponsored by: Paradies (paradies-na.com)
Lanyard/Badge Holder Sponsored by: Travelex (travelex.com)
Registration Sponsored by: Smarte Carte (smartecarte.com)
and HappyOrNot (www.happy-or-not.com/en_us)

8:00 a.m. - 9:00 a.m.
Location: Osceola Ballroom
Breakfast In The Exhibit Hall

8:00 a.m. - 6:00 p.m.
Location: Osceola Ballroom
Exhibit Hall Open

9:00 a.m. - 9:30 a.m.
Location: National Ballroom
Opening Remarks
David Broderick, executive director and publisher, Airport Revenue News
Phil Brown, director of aviation, Orlando International

9:30 a.m. - 10:45 a.m.
Location: National Ballroom
Session: 4
Airports As Destinations: The Rise Of The User Experience

Moderator: Jim Rose, deputy executive director, Orlando International

Speakers: Rick Blatstein, CEO, OTG Management; Debbie Bowers, deputy executive director of commercial development, Los Angeles World Airports; and Curtis Fentress, principal, Fentress Architects

The line between airports and the destinations they serve has blurred. Once regarded as purely utilitarian infrastructure, airports are becoming more integrated with their surroundings and hosting new experiences for passengers and non-passengers alike. Today’s airports are increasingly immersive with places to eat, shop, sleep, socialize and even get married. This session explores how the changing business environment is turning airports into more welcoming places where the consumer can oftentimes forget he is in an airport. It will touch on the history and context for the trend and what’s coming next.

10:45 a.m. - 11:15 a.m.
Location: Osceola Ballroom
Refreshment Break In The Exhibit Hall

11:15 a.m. - 12:30 p.m.
Location: National Ballroom
Session: 5
Trends In The Food Arena

Moderator: Ramon Lo, editorial director, Airport Revenue News

Speakers: Ben Ford, executive chef and proprietor, Ford’s Filling Station;
Lorena Garcia, president, Lorena Garcia Group; Sara Johannes, executive chef, Shoyu Restaurant; and Michael Symon, owner, Michael Symon Restaurants

An esteemed panel of chefs and restaurateurs will reveal key trends taking place in the food industry and how the airport community can respond to the changes to drive business and profit from the resulting opportunities.

12:30 p.m. - 2:00 p.m.
Location: Osceola Ballroom
Lunch In The Exhibit Hall
Sponsored by: Florida Restaurant & Lodging Show (flrestaurantandlodgingshow.com)

2:00 p.m. - 3:00 p.m.
Location: National Ballroom
Session: 6
Lessons From The Mouse: Applying Disney World’s Secrets
Of Success To Your Organization, Your Career And Your Life

Keynote Speaker Sponsored by: Dunkin' Brands (dunkinbrands.com)

Keynote Speaker: Dennis Snow, distinguished former leadership executive,
The Walt Disney Co.

Dennis Snow has a passion for service excellence and has helped hundreds of organizations around the world achieve levels of service they never thought possible. Snow’s expertise originated and developed over 20 years with The Walt Disney Co., including leading a division of the world-famous Disney Institute. In his last year with Disney, Snow’s leadership performance was ranked in the top 3 percent of the company’s leadership team. Drawing from his remarkable two-decade career with his signature wit and engaging style, Snow effectively demonstrates how to make service excellence “business as usual” for any organization. Sharing missteps as well as successes, “Lessons From the Mouse” is constructed as a series of lessons because therein lies the secret to discovering Disney’s magic and understanding and applying these ideas every day in a disciplined way. Snow explains how each lesson was taught and reinforced, and why it’s important. The lessons are then applied to various real-world work situations and include inquiries and ideas for implementing the lesson in any organization.

3:00 p.m. - 3:30 p.m.
Location: Osceola Ballroom
Refreshment Break In Exhibit Hall

3:30 p.m. - 4:30 p.m.
Location: National Ballroom
Session: 7
The Diverse Airport
In Collaboration with: Airport Minority Advisory Council (amac-org.com)

Moderator: Shelby M. Scales, Airport Minority Advisory Council

Speakers: Heather Barry, Denver International; Lynn Boccio, Avis Budget; John Clark, JClark Consulting LLC; and William Kirk, K&L Gates LLC

The inclusion of more minority-owned, women-owned and Disadvantaged Business Enterprises in airports makes good business sense and reflects the communities and markets these airports serve. As the industry grows, airports continue to increase and expand, furthering the economic growth of communities. With this growth comes enormous opportunity, amounting to billions of dollars annually in construction, procurement, professional services and concession contracts at our nation’s airports.


   

4:30 p.m. - 6:00 p.m.
Location: Osceola Ballroom
Exhibit Hall Happy Hour
Sponsored by: Concessions International LLC (cintl.com)

7:00 p.m. Speakers’ Dinner (Invitation Only, Formal Pool)
Sponsored by: OTG Management (otgmanagement.com)


Day Three
Tuesday, March 4, 2014

7:00 a.m. - 2:30 p.m.
Location: Rotunda
Registration
Attendee Book Sponsored by: NewsLink Group (newslinkgroup.net)
Registration Bag Sponsored by: Hudson Group (hudsongroupusa.com)
Key Cards Sponsored by: Paradies (paradies-na.com)
Lanyard/Badge Holder Sponsored by: Travelex (travelex.com)
Registration Sponsored by: Smarte Carte (smartecarte.com)
and HappyOrNot (www.happy-or-not.com/en_us)

8:00 a.m. - 9:00 a.m.
Location: Osceola Ballroom
Breakfast And Networking In The Exhibit Hall

8:00 a.m. - 2:30 p.m.
Location: Osceola Ballroom
Exhibit Hall Open

9:00 a.m. - 10:30 a.m.
Location: National Ballroom
Session: 8
State Of The Airport Industry

Moderator: Greg Principato, immediate past president, Airports Council International-North America, and senior advisor, National Strategies LLC

Speakers: Deborah Ale Flint, director of aviation, Oakland International; Mario Diaz, director of aviation, George Bush Intercontinental; and David Edwards, president, Greenville-Spartanburg International

Key airport directors reveal their challenges in the near term, offer their insight on expectations for the industry over the next year, and reveal what priority concessions have in the overall revenue picture and their strategies going forward.

10:30 a.m. - 11:00 a.m.
Location: Osceola Ballroom
Refreshment Break In The Exhibit Hall

11:00 a.m. - 12:30 p.m.
Location: National Ballroom
Session: 9
The Southwest Effect: Successful Practices Of A Market Leader

Keynote Speaker Sponsored by: Dunkin' Brands (dunkinbrands.com)

Keynote Speaker: Jason Young, former corporate training leader, Southwest Airlines

Southwest Airlines has given the business world a textbook example that providing fabulous customer service and maintaining high employee morale in a low-cost environment is possible – and indeed profitable in corporate America today. But what’s the real story? As a key developer of Southwest Airlines’ legendary, positively outrageous customer service and leadership training programs, Jason Young knows that great culture does not “just happen.” A customer-service initiative can be created and nurtured to flourish into a customer-service culture. Beyond the headlines and the hype, Young shares the real inside story behind the success of the company consistently rated No. 1 in customer service and employee satisfaction. Best of all, you'll learn how you can take these proven organizational principles to your team or company. You won’t want to miss this inside edition from the man who knows it best.

12:30 p.m. - 1:30 p.m.
Location: Osceola Ballroom
Lunch In The Exhibit Hall

1:30 p.m. - 3:00 p.m.
Location: National Ballroom
ARN Concessions Award

2:30 p.m. Exhibit Hall Closing

3:15 p.m. - 4:30 p.m.
Location: Ballroom Commons
Session: 10
Schmooze Time For Airports And Concessionaires

Airports and concessionaires meet at scheduled times for special one-on-one discussions.

7:00 p.m.
Location: Ballroom Commons & National Ballroom
ARN Airport Awards Banquet
Sponsored by: HMSHost Corp. (hmshost.com)
Master of Ceremonies: Tom Fricke, president and CEO, HMSHost Corp.
Cocktail Reception begins at 7:00 p.m. Awards Show Programming begins at 8:15 p.m.
2013 Airport Directors of the Year Deborah Ale Flint and Mario Diaz will be honored,
with live entertainment throughout the evening.


Day Four
Wednesday, March 5, 2014

8:30 a.m.
Buses Leave Omni
Orlando International Airport Tour
Ground Transportation Provided by: Mears Transportation Group (mearstransportation.com)
Tour MCO for a behind-the-scenes experience, shedding light on the operational intricacies surrounding one of the world's busiest airports.


Online Conference Registration
Hotel Reservation