Airport Experience Conference 2020 Agenda

2020 Airport Experience Conference Agenda


All events are open to badge holders unless otherwise noted

View the Schedule By Day: 

Sunday  |  Monday  |  Tuesday  |  Wednesday 

 


 


 

Sunday, March 1

Sunday, March 1
11:00 AM - 3:30 PM

Registration Desks Open


Registration Desk & Lanyards Sponsored By: Delaware North
Registration Bags Sponsored By: Hudson
Attendee Book Sponsored By: NewsLink Group
Official Airport Experience Conference App Sponsored By: URW Airports LLC
Hydration Stations Sponsored By: Concessions International, LLC
Hotel Key Cards & Pocket Agenda Sponsored By: Paradies Lagardère
Digital Signage Sponsored By: Grab + Collinson
VIP Shoe Shine Station Sponsored By: The Classic Shine Company
Location: Aurora Exhibit Hall
 

Sunday, March 1
1:00 PM - 4:00 PM

Denver International Airport Tour


Sponsored by Denver International Airport
This is a ticketed event.
 
Registrants, please arrive at the Aurora Convention Center Shuttle Pickup Area by 12:30 p.m. Buses leave promptly at 1:00 p.m.


 



 



 

Monday, March 2

Monday, March 2
7:30 AM - 3:30 PM

Registration Desks Open


Registration Desk & Lanyards Sponsored By: Delaware North
Registration Bags Sponsored By: Hudson
Attendee Book Sponsored By: NewsLink Group
Official Airport Experience Conference App Sponsored By: URW Airports LLC
Hydration Stations Sponsored By: Concessions International, LLC
Hotel Key Cards & Pocket Agenda Sponsored By: Paradies Lagardère
Digital Signage Sponsored By: Grab + Collinson
VIP Shoe Shine Station Sponsored By: The Classic Shine Company
Location: Aurora Exhibit Hall

Monday, March 2
8:00 AM - 9:00 AM


Breakfast and Networking Break


Sponsored by The Grove, Inc.
Location: Adams A Foyer

Monday, March 2
9:00 AM - 10:15 AM

Session 1A
Competing As An ACDBE - Readying Yourself For Upcoming Opportunities

First, you need your ducks in a row, which means certification, capital and attention to detail when responding to RFPs. Second, understand the competitive landscape. Airports are taking different approaches - where do you fit in? Third, what’s the WOW factor that will get you noticed above other competitors?

Moderator: Amy Snyder, airport property & contracts manager, City of Boise Department of Aviation
Speakers: Joya Kizer Clarke, president and CEO, Casa Unlimited; Randy Hazelton, founding partner, H&H Hospitality; Sarah Imberman, owner, S Levy Foods
Location: Adams D
Monday, March 2
9:00 AM - 10:15 AM

Session 1B
General Session Room Sponsored by Clear Channel Airports
Small/Medium Airport Concessions Solutions

Maximize variety within a limited footprint. The range of food and beverage, retail and services on offer in airports continues to grow, but smaller airports often don’t have the space or passenger volume to make it work. Hear from successful operators how they meet or exceed traveler expectations in limited spaces.

Moderator: Deanna Zachrisson, airport business development manager, Santa Barbara Airport
Speakers: Atif Elkadi, deputy CEO, Ontario International Airport; Kurt Schwager, vice president, Jacobsen Daniels; Jeff Switzer, president, Tailwind Concessions
Location: Adams A
Monday, March 2
9:00 AM - 10:15 AM


Session 1C
Can You Compete Across Multiple Non-Trad Environments?


Operators in non-traditional channels have at least one thing in common: they don’t play by the same rules as typical “street” operators. But, opportunities and strictures vary greatly among non-traditional channels. The airport environment is a far cry from universities, stadiums have little in common with hospitals and casinos are a world all their own. What are the synergies, and how can operators best position themselves for success in multiple channels.

Moderator: Ramon Lo, publisher, Airport Experience News
Speakers: Shawn LaPean, vice president, business development, Blendid; Tom Richards, vice president, non-traditional development, FOCUS Brands
Location: Adams C

Monday, March 2
10:15 AM - 10:45 AM

Refreshment and Networking Break

Sponsored by The Coffee Bean & Tea Leaf
Location: Adams A Foyer
Monday, March 2
10:45 AM - 12:00 PM

Session 2A
Finding Growth Through Diversification

Opportunities in the airport scene are scarce. Sometimes you need to look beyond your existing experience and try something new in order to grow and learn. Hear from others who have gone beyond their comfort zone to find success.

Moderator: Ron Gomes, vice president, strategic alliances, HMSHost
Speakers: Erin Clarke Humphreys, owner, Enroute Spa; Rosalyn Mallet, president and CEO, PhaseNext Hospitality; Greg Plummer, CEO, Enjoy, Repeat 

Location: Adams D
Monday, March 2
10:45 AM - 12:00 PM

Session 2B
General Session Room Sponsored by Clear Channel Airports
Labor Challenges For Concessionaires

With unemployment at historically low levels, attracting workers to service jobs has become challenging even on the street. In airports, the situation has become untenable. Operators are forced to offer $15/hour or more in many major markets, and even then turnover is at record high levels. This discussion will examine how operators are dealing with the ongoing challenges, and what airports can do to help.

Moderator: Mitchell Bierman, partner, Weiss, Serota, Helfman, Cole & Bierman
Speakers: Eric Johnson, director, commercial management and airline affairs, Metropolitan Airports Commission; Ian Mikusko, director, Unite Here Airport Group; Patrick Murray, executive vice president, SSP America
Location: Adams A
Monday, March 2
10:45 AM - 12:00 PM

Session 2C 
Tech Synergies In Non-Trad Venues

Non-traditional environments often have seemingly little in common, but they all share a need to engage their customers through technology. This session will explore how technology can enhance the customer experience throughout all non-trad verticals while also being optimized for unique user needs.

Moderator: Ramon Lo, publisher, Airport Experience News
Speakers: Ben Anderson, head of industry relations, GrubHub; Charles Studor, founder and chief technology officer, Briggo
Location: Adams C
Monday, March 2
12:00 PM - 2:00 PM

Properties Managers' Luncheon (airports only)

Sponsored by Areas USA
Location: Adams B
Monday, March 2
2:00 PM - 3:30 PM 

Session 3
General Session Room Sponsored by Clear Channel Airports
Business Pitch Showcase

Witness a handpicked group of participants present their concepts before a panel of industry professionals for an assessment of their company’s viability in the airport environment.
Sponsored by Mission Yogurt
Location: Adams A
Monday, March 2
3:30 PM - 4:00 PM

Refreshment and Networking Break

Sponsored by PepsiCo
Location: Adams A Foyer
Monday, March 2
4:00 PM - 5:00 PM

Session 4
General Session Room Sponsored by Clear Channel Airports
Airport Opportunities

North American airports are constantly expanding, remodeling and rethinking their concessions programs. Property executives lay the groundwork for changes years before projects come to fruition, so it’s crucial that concessions operators stay in the loop on new developments. In this session airport representatives will discuss their upcoming opportunities in concessions and other revenue-generating areas. 

Participating Airports: Baltimore/Washington International Thurgood Marshall Airport (BWI), Dallas/Fort Worth International Airport (DFW), Newark Liberty International Airport (EWR) (presented by Munich Airport US Holding LLC)
Sponsored by MERA Corporation
Location: Adams A
Monday, March 2
3:30 PM - 5:00 PM

Pre-Scheduled MATCH! Appointments

Exclusive event for MATCH! participants only.
Location: MATCH! Lounge in Experience Hall
Monday, March 2
5:00 PM - 6:00 PM

MATCH! Mixer

Exclusive event for MATCH! participants only.
Location: MATCH! Lounge in Experience Hall
Monday, March 2
5:30 PM - 7:00 PM

Registration Desks Open


Registration Desk & Lanyards Sponsored By: Delaware North
Registration Bags Sponsored By: Hudson
Attendee Book Sponsored By: NewsLink Group
Official Airport Experience Conference App Sponsored By: URW Airports LLC
Hydration Stations Sponsored By: Concessions International, LLC
Hotel Key Cards & Pocket Agenda Sponsored By: Paradies Lagardère
Digital Signage Sponsored By: Grab + Collinson
VIP Shoe Shine Station Sponsored By: The Classic Shine Company
Location: Aurora Exhibit Hall

Monday, March 2
6:00 PM - 6:45 PM

Experience Hall Preview For Airport VIPs (Airport Representatives Only)

Location: Aurora 2 & 3
Monday, March 2
6:45 PM - 8:00 PM

Experience Hall Opening Reception

Sponsored by HMSHost
Location: Aurora 2 & 3

 


 


 



 

Tuesday, March 3
Tuesday, March 3
7:30 AM - 3:00 PM

Registration Desks Open

Registration Desk & Lanyards Sponsored By: Delaware North
Registration Bags Sponsored By: Hudson
Attendee Book Sponsored By: NewsLink Group
Official Airport Experience Conference App Sponsored By: URW Airports LLC
Hydration Stations Sponsored By: Concessions International, LLC
Hotel Key Cards & Pocket Agenda Sponsored By: Paradies Lagardère
Digital Signage Sponsored By: Grab + Collinson
VIP Shoe Shine Station Sponsored By: The Classic Shine Company
Location: Aurora Exhibit Hall
Tuesday, March 3
7:30 AM - 8:30 AM

Breakfast and Networking in the Experience Hall

Sponsored by Danone North America
Location: Aurora 2 & 3
Tuesday, March 3
8:45 AM - 9:00 AM

Opening Remarks

Location: Adams A
Tuesday, March 3
9:00 AM - 10:00 AM

Session 5
General Session Room Sponsored by Clear Channel Airports
Keynote Address: Customer Experience Is Your New Competitive Advantage — What Works, What Doesn't And Why It Matters More Than Ever

Airports act as entire cities within a few structures. Shopping, dining, working and even sleeping and showering, all on-site. From quick connections to long-layovers, how do you capture those transient travelers and maximize the revenue opportunities during their time on-property? In this eye-opening, actionable and very entertaining presentation, popular customer experience expert David Avrin, will shine a light on a monumental shift in purchasing behavior and expectation, while showing your team everyone’s role in eliminating barriers, engaging prospects and creating Customer Experiences worth sharing.

Presented By: David Avrin, CSP
Sponsored by Mission Yogurt
Location: Adams A
Tuesday, March 3
10:00 AM - 11:00 AM

Refreshment and Networking Break in the Experience Hall

Sponsored by The Coffee Bean & Tea Leaf
Location: Aurora 2 & 3
Tuesday, March 3
10:15 AM - 11:45 AM

AX 2021 Experience Hall Sales Office Hours

Get a jump on 2021! Meet with the AXN Biz Dev team to select your 2021 Experience Hall exhibit space, view sponsorship offerings and find out about the AX MATCH! Program.
Location: Aurora 2 & 3
Tuesday, March 3
10:30 AM - 11:30 AM

The Airport Experience Hub Sessions
The Miseducation of CBD

In the last few years has there been anything more misunderstood, mischaracterized and misinterpreted than CBD? What it is, what it does and why it matters can be debated but what cannot be overlooked is that CBD continues to be a topic of discussion in many industries. Separate the fact from the hype and the myth.

Presented by: Dr. Keith Aqua, chief medical officer, Mile High Labs
Sponsored by Plaza Premium Group
 
Location: Hub Session Theater in the Experience Hall
Tuesday, March 3
11:00 AM - 12:00 PM

Session 6
General Session Room Sponsored by Clear Channel Airports
Food Trends in a Crowded Field

Today’s travelers aren’t easily pleased! Whereas once airport concessions programs could thrive by offering an assortment of American and global cuisines with a mix of local and national brands, today’s passengers want more. They demand the latest trendy cuisines while at the same time requiring menus that adhere to specific dietary restrictions. Find out what’s trending in the foodie world and how that might manifest in airports. 

Moderator: Rebecca Ramsey, executive director, R.R. Ramsey Research
Speakers: Keith Hunter, partner, Hunter Palmer Global Retail Solutions; Alan Someck, Keystone Hospitality Solutions; Maeve Webster, president, Menu Matters
Location: Adams A
Tuesday, March 3
11:30 AM – 12:30 PM

The Airport Experience Hub Sessions:
The Value of Incremental Change Yielding Substantive Results

Innovation need not be revolutionary or earth shattering to be impactful: it needs to be thoughtful. Travelers, like consumers, often appreciate the little nuances that will eliminate or reduce stress and friction. Listen to the story behind the metrics and data of how attention to the minutest of pain points results in happier travelers.  

Presented by: Bethanie Nonami, CEO, Marley Nonami
Sponsored by Plaza Premium Group
Location: Hub Session Theater in the Experience Hall
Tuesday, March 3
12:00 PM - 1:30 PM

Lunch in The Experience Hall

Sponsored by Master ConcessionAir
Location: Aurora 2 & 3
Tuesday, March 3
1:30 PM - 2:30 PM

Session 7
General Session Room Sponsored by Clear Channel Airports
The Continuing Evolution Of Retail

Retail has undergone a sea change over the past two decades. Airports and other non-traditional channels have felt the squeeze. This session will examine how travel retail continues to redefine itself, shifting strategies and incorporating experiences to better appeal to an increasingly fickle audience.

Moderator: John Reeb, owner, Reeb Airport Concessions Consulting
Speakers: Kevin Brocklebank, founder, One Red Kite; Peter Mohn, owner and CEO, m1nd-set; Gower Smith, CEO, Swyft
Location: Adams A
Tuesday, March 3
2:00 PM – 3:00 PM

The Airport Experience Hub Sessions:
Artificial Intelligence And The Continued Smartening Of Our World

Currently more science than science fiction, artificial intelligence is woven into many aspects of our lives and in the many points of our journey going beyond devices and personal assistants. Discover what lies beyond what we already know to the possibilities of what could be.

Speaker: Christina Apatow, founder, Fetchy Fox
Sponsored by Plaza Premium Group

Location: Hub Session Theater in the Experience Hall
Tuesday, March 3
2:30 PM - 3:15 PM

Refreshment and Networking Break in The Experience Hall

Sponsored by PepsiCo
Location: Aurora 2 & 3
Tuesday, March 3
2:30 PM - 4:00 PM

AX 2021 Experience Hall Sales Office Hours

Get a jump on 2021! Meet with the AXN Biz Dev team to select your 2021 Experience Hall exhibit space, view sponsorship offerings and find out about the AX MATCH! Program.
Location: Aurora 2 & 3
Tuesday, March 3
3:00 PM – 4:00 PM

The Airport Experience Hub Sessions: 
The Next In Line Of The Evolving Airport Hotel

Hotels and airports have been a pair for many years. Despite this long relationship, hotels have kept things fresh by morphing to fit the needs of the traveler. The trend is sure to continue. So how will the next hotels change the conversation?

Speaker: Jonathan Song, director of global business development, Plaza Premium Group
Sponsored by Plaza Premium Group

Location: Hub Session Theater in the Experience Hall
Tuesday, March 3
3:15 PM - 4:30 PM

Session 8
General Session Room Sponsored by Clear Channel Airports
Capturing The In-Venue Experience

We know the next generation of travelers values experiences over products. Stadiums, casinos and universities have different audiences, but have each employed unique and exciting strategies to engage audiences that have resulted in higher revenues. How can airports and concessionaires learn from other non-traditional environments?

Moderator: Abigail Whetstone, owner and principal consultant, Non Trad Consulting
Speakers: Geoffry Ax, principal and aviation market leader, Populous; Laurence Kretchmer, co-owner and managing partner, Bold Food
Location: Adams A
Tuesday, March 3
4:00 PM – 5:00 PM

The Airport Experience Hub Sessions:
The Craft Of Perpetual Creation And Reinvention

Beer is one of the oldest man-made beverages but even the standard is not immune to undergoing a change every now and then. Thankfully, evolving tastes and emerging flavors are pushing brewers to stay ahead and to stand apart. The consumer ultimately benefits. Learn about the work needed to discover the next trend.

Speaker: Ross Koenigs, R&D Brewer, New Belgium Brewery
Sponsored by Plaza Premium Group
Location: Hub Session Theater in the Experience Hall
Tuesday, March 3
4:30 PM - 6:00 PM

Experience Hall Happy Hour

Sponsored by Jackmont Hospitality
Location: Aurora 2 & 3
Tuesday, March 3
7:00 PM

Speakers' Dinner

Sponsored by SSP America

 


 





 

Wednesday, March 4
Wednesday, March 4
7:30 AM - 12:00 PM
Registration Desks Open

Registration Desk & Lanyards Sponsored By: Delaware North
Registration Bags Sponsored By: Hudson
Attendee Book Sponsored By: NewsLink Group
Official Airport Experience Conference App Sponsored By: URW Airports LLC
Hydration Stations Sponsored By: Concessions International, LLC
Hotel Key Cards & Pocket Agenda Sponsored By: Paradies Lagardère
Digital Signage Sponsored By: Grab + Collinson
VIP Shoe Shine Station Sponsored By: The Classic Shine Company
Location: Aurora Exhibit Hall
Wednesday, March 4
8:00 AM - 9:00 AM

Breakfast and Networking in the Experience Hall

Sponsored by VRH Construction
Location: Aurora 2 & 3
Wednesday, March 4
9:00 AM - 10:15 AM

Session 9 
General Session Room Sponsored by Clear Channel Airports
Director's Panel

AXN’s annual panel of airport directors brings together some of the industry’s most dynamic leaders for a discussion on key challenges and opportunities. This year’s group will discuss the latest on infrastructure financing, revenue generation, customer service strategies and other elements that are key to running a vibrant airport.

Moderator: Angela Gittens, director general, Airports Council International
Speakers: Kevin Dolliole, director of aviation, Louis Armstrong New Orleans International Airport; Mark Duebner, Director of Aviation, Dallas Love Field; Mark VanLoh, CEO, Jacksonville Aviation Authority; Bill Wyatt, executive director, Salt Lake City International Airport
Sponsored by Fraport USA
Location: Adams A
Wednesday, March 4
9:15 AM– 12:30 PM

AX 2021 Experience Hall Sales Office Hours

Get a jump on 2021! Meet with the AXN Biz Dev team to select your 2021 Experience Hall exhibit space, view sponsorship offerings and find out about the AX MATCH! Program.
Location: Aurora 2 & 3
Wednesday, March 4
10:15 AM - 11:00 AM

Refreshment and Networking in the Experience Hall

Sponsored by The Coffee Bean & Tea Leaf
Location: Aurora 2 & 3
Wednesday, March 4
11:00 AM - 12:00 PM

Session 10
General Session Room Sponsored by Clear Channel Airports
Women Taking Flight

Women have been under-represented in airport leadership for years. In this session, women who are leading in airport management will discuss their own trailblazing efforts and those of their colleagues. They’ll also assess ways current leadership – female and male – can help to ensure that women see clear avenues to executive positions in airports.

Moderator: Carol Ward, Editor-in-Chief, Airport Experience News
Speakers: Angela Gittens, director general, Airports Council International; Candace McGraw, chief executive officer, Cincinnati/Northern Kentucky International Airport; Gisela Shanahan, chief financial officer, Denver International Airport
Location: Adams A
Wednesday, March 4
12:00 PM - 1:00 PM

Refreshment and Networking Break in the Experience Hall

Location: Aurora 2 & 3
Wednesday, March 4
1:00 PM - 2:00 PM

Lunch in the Experience Hall

Sponsored by WHSmith - InMotion - Marshall Retail Group
Location: Aurora 2 & 3
Wednesday, March 4
2:00 PM

Experience Hall Closing
Wednesday, March 4
2:30 PM - 3:30 PM

Schmooze Time for Airports and Concessionaires: Part 1

Airports and concessionaires meet at scheduled times for one-on-one discussions, speed-dating style.
Sponsored by MAG USA
Location: Adams B
Wednesday, March 4
3:30 PM - 3:45 PM

Refreshment and Networking Break

Sponsored by PepsiCo
Location: Adams B Foyer
Wednesday, March 4
3:45 PM - 4:30 PM

Schmooze Time for Airports and Concessionaires: Part 2

Airports and concessionaires meet at scheduled times for one-on-one discussions, speed-dating style.
Sponsored by MAG USA
Location: Adams B
Wednesday, March 4
5:30 PM - 6:15 PM

Registration Desks Open

Registration Desk & Lanyards Sponsored By: Delaware North
Registration Bags Sponsored By: Hudson
Attendee Book Sponsored By: NewsLink Group
Official Airport Experience Conference App Sponsored By: URW Airports LLC
Hydration Stations Sponsored By: Concessions International, LLC
Hotel Key Cards & Pocket Agenda Sponsored By: Paradies Lagardère
Digital Signage Sponsored By: Grab + Collinson
VIP Shoe Shine Station Sponsored By: The Classic Shine Company
Location: Aurora Exhibit Hall
Wednesday, March 4
6:00 PM

Airport Experience Awards Cocktail Reception

Sponsored by Crews
Location: Adams Foyer
This is a ticketed event. Purchase your ticket at the Registration Desks.
Wednesday, March 4
7:00 PM

Airport Experience Dinner and Awards

Airport Experience Awards Program Sponsored by ReachTV
Airport Experience Awards Gala Wine Sponsored by Vino Volo
Travelers Awards Sponsored By Grab + Collinson, ReachTV and Thanks Again
Location: Adams A
 

 



 

Register Today!