Sunday 9 February 2014
14:00 / Welcome
Program and Faculty Introduction
Facilitator: Barbara Maple | AIPC Academy Chair
14:15 / SESSION 1 | Crossroads of Culture – How to Do Business and Work Together in a Global Marketplace
Presenter: Avinash Chandarana | Group Learning and Development Director, MCI Group
The development of cross-cultural competencies is rapidly becoming vital for business success. But how many have the cultural insights, competencies and capabilities to successfully manage such interactions? A leading figure on intercultural issues will share insights in how to develop a simple yet effective framework that will transform your perspectives and help personal and facility strategies.
15:30 / Break
16:00 / SESSION 2 | Faculty and Participant Introductions
Facilitator: Barbara Maple
Learn something about everyone and add value to your Academy experience! Faculty and presenters will participate in an interactive networking session following which each participant will do a self-introduction in a slide show format on their position, venue and key objectives for Academy learning.
17:30
-18:00 / SESSION 3 | Introduction to the Team Challenge
Presenter: Marcia Lyons | General Manager, Calgary TELUS Convention Centre
The ability to work as a team is an essential part of both convention centre operation and client interaction. This session will consist of a brief overview on successful teamwork strategies followed by an introduction to the team challenge.
19.00 / Welcome cocktail and dinner
Monday 10 February 2014
09.00 / OPENING SESSION | Our World Today; Key Issues and Challenges
Presenter: Rod Cameron | Executive Director, AIPC
A “scene setter” for Academy discussions, this session will present an overview of the latest industry trends and outlook based on recent AIPC and other industry research. The implications these have for convention centre managers and how they are responding will be discussed.
10:30 / Break
11:00 / Overview of the Theme for the Day:
Delivering, Measuring and Communicating Performance
11:05 / SESSION 1 | Financial Performance and ROI
Presenter: Mark Emch | Vice President Finance & CFO, San Diego Convention Center Corporation
Like any business operator, centre managers need to be able to demonstrate a return on owner investment. This session will cover the many aspects of measuring and reporting performance, from financial management practices and economic impact calculations to defining and implementing key performance indicators.
12:45 / Lunch
14:00 / SESSION 2 | Benchmarking for Performance
Presenter: Mark Emch
Demonstrating performance relative to other centres is a key reporting requirement for managers. This session will cover industry-specific approaches to benchmarking as a tool for both comparative measurement and management reporting including a review of case studies and alternate models for benchmarking.
15:30 / Break
16:00 / SESSION 3 | Communicating Value: Sharing Results with Stakeholders
Presenters: Rod Cameron and James Latham | Executive Producer, International Meetings Review
This session will address the importance of effectively communicating performance and broader value information to key groups such as owners, communities and local industry groups that are key to the success of a convention centre. Included are such areas as media relations, Corporate Social Responsibility, owner relations and community interactions from both centres and media perspectives.
19.00 / Dinner and Team Challenge Preparation
Tuesday 11 February 2014
09:00 / Overview of the Theme for the Day: Addressing Current Centre Market Challenges
09:05 / SESSION 1 | Changing Client Expectations
Presenters:
Alessandro Cortese | CEO, European Society for Radiotherapy & Oncology (ESTRO)
Eric Préat | Vice President, Product Development, Artexis Group / Easyfairs
Helga Severyns | Senior Director, International Association of Public Transport (UITP)
Moderator: Rod Cameron
A panel of industry leaders will address the question of what different types of clients want and need from centre managers in a time when everyone is facing intense competition and reinventing their business proposition. These perspectives will lead to a discussion of what centre staff can and need to do in order to help clients’ better access the range of facilities and services centres have to offer and to improve the overall client / centre interface.
10:45 / Break
11:15 / SESSION 2 | How Suppliers are Responding to Today’s New Market Realities
Presenters:
Luc Hendrickx | Managing Director, The Meeting House
Christian Mutschlechner | Director, Vienna Convention Bureau
David Pegler | Chief Executive, ExCeL London
Moderator: Barbara Maple
This session shifts the emphasis onto how centres are and should be responding to new industry / client challenges including attracting international/national business; adapting to new program requirements; responding to evolving business practices; adapting marketing plans and sales tactics to address issues such as subventions and alignment with economic priorities and developing and maintaining a relevant brand.
12:45 / Lunch
14:00 / SESSION 3 | Bidding, Negotiating & Contracting: Key Elements in the Sales Process
This session will explore ways of successfully addressing the dramatic increase in client negotiations taking place today and translating the results into appropriate contract agreements as well as new variations in the client interface via risk sharing and partnerships.
Part 1: Bidding for International Conferences
Presenter: Christian Mutschlechner
This component will examine the key elements of an international bid; how the bid process has changed in recent years and how to provide a unique bid in the face of increasing competition; current challenges in negotiating a successful win and the roles of other stakeholders e.g. convention bureaus, hotels.
Tuesday, 11 Feb.
Part 2: Key Issues in ContractingPresenter: Mark Emch
This component will look at the legal considerations of the contract and key provisions in the convention centre context; what is negotiable (and not); understanding the complexities of negotiation and re-negotiating and how other stakeholders may be involved.
15:30 / Break
16:00 / SESSION 4 | Winning Strategies in a Competitive Market: What are the key strategies to finding and winning business today?
Round table discussions will be used to identify new strategies for success and how best to find, create and win business today, ranging from the use of databases, promotional activities and industry events to creating innovative revenue streams and developing new events.
19.00 / Dinner and Team Challenge Preparation
Wednesday 12 February 2014
09:00 / Overview of the Theme for the Day:
Managing the Product: Optimizing Facilities and Services
09:05 / SESSION 1 | Delivering on the Sales Promise: From Contract to Execution
Presenter: Geoff Fenlon | Director, Excellence at Work
This forum discussion will review the key challenges in delivering on promises made in the sales process which must be enacted through an efficient and streamlined interface in order to meet client expectations. Included will be identifying today’s client expectations for event service and delivery; streamlining the client interface; key communications issues in the sales / operations processes and managing client / supplier interactions.
10:45 / Break
11:15 / SESSION 2 | Best Practices in Centre Operations
Presenter: Malcolm Close | Director Operations, Scottish Exhibition & Conference Centre
This session will look at key operational issues in building management and the importance of facility operations to overall client satisfaction, including addressing new standards and practices, incorporating new technologies that support event business, key operational issues in building management today, what’s current in operating buildings and requirements for building upgrades, preventative maintenance and capital improvement.
12.45 / Lunch
Wednesday, 12 Feb.
14:00 / SESSION 3 | Buildings in Context: the Evolution of Centre DesignPresenter: Rafael Vinoly-Menendez, AIA, LEED AP | Principal, LMN Architects
Convention centre design has had to adapt to changing market expectations and event formats while also addressing owner and community demands for attractive and functional structures that are compatible with the host community. This session will explore where this evolution has taken us and where it may lead from here as well as looking at innovative approaches to expansions, renovations and new building development in today’s market.
15:30 / Break
16:00 / SESSION 4 | Keeping Your Customers and Staff Safe: Preventing and Handling
Emergencies
Presenters: Rod Cameron, Malcolm Close, Marcia Lyons
Moderator: Jan van den Bosch | Executive Vice President, Convention Centre Production & Facilities - Amsterdam RAI Convention Centre
Recent case studies will be used to deal with the “Emergency” side of facility operations; topics will include emergency preparedness, risk management, crowd safety, security
and business resumption planning as well as related topics such as key objectives in an emergency preparedness plan and the need to communicate internally and externally
17:45 / Team Challenge Preparation
18:30 / Departure for dinner at Belga Queen
Thursday 13 February 2014
09:00 / Overview of the Theme for the Day: Organizational Structure and Leadership in a Convention Centre
09:05 / SESSION 1 | Alternative Models for a Strong Operation
Presenters: Geoff Fenlon and Ariane Deguelle | Managing Director and Member of the Board, SQUARE-BRUSSELS MEETING CENTRE
Moderator: Jan van den Bosch
A review and assessment of the various organizational models that Centres have adopted and how they affect service delivery and performance, including outsourcing, managing external suppliers, aligning goals and maintaining good labour relations. The session will address the advantages/disadvantages for each approach illustrated with case studies.
10:45 / Break
11:15 / SESSION 2 | Best Practices in Managing your Teams
Presenter: Marcia Lyons
This session will address team management skills including organizational development; managing/motivating successful teams; staff training and development; leadership vs management and encouraging customer service excellence with a particular focus on developing your own organization in today’s corporate and industry environment.
13:15 / Lunch in meeting room
14:00 / SESSION 3 | Filling the Gaps: a Review of Outstanding Issues with Faculty and Attendees
Facilitator: Avinash Chandarana
This session will review the learning and exchange that has taken place over the course of the Academy program, provide attendees with an opportunity to obtain the collective advice and expertise of faculty and fellow attendees on the specific issues they have in their centre and assist them in developing their own “action plan” for implementing learning outcomes they have gained over the course of the week.
15:30 / Break
16:00 / Final Team Challenge Presentation Preparation
19.00 / Dinner
Friday 14 February 2014
09:00 / Team Challenge Presentations
10:15 / Coffee break
10:45 / Team Challenge Awards and Certificates for Participants
11:30 / Program concludes
Version 2014.01.31 page 1 of 6