Timetable

21 May 2012

15:00 Check in

19:15 Delegates Welcome Party (buffet served from 19.45) | Shoko

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22 May 2012

07:30 Breakfast | Gran Salo Gaudi

09:00 Symposium opens

09:20 Achieving 'winning relationships'

Keynote Speaker: Kelly McDonald, President – McDonald Marketing
Marketing guru and best selling author Kelly McDonald reveals the secrets of success in developing - and maintaining - winning relationships.

10:10 Coffee break

10:45 Technology – the impact on relationships

Speaker: Andrew Marsh, Co-founder – Auto Industry Consulting Ltd
Moderator: Roy de Lange, Manager Sales & Aftersales – RLE International
Andrew Marsh of Auto Industry Consulting will examine the unprecedented pace of change of vehicle technology and how this will affect relationships now and in the future.

11:35 Doing it differently

Speakers: Paul McDermott, Manager Collision Repair Marketing - Ford Motor Company
Matthew Whittall, MD Motor Services, Northern Europe - Innovation Group
Moderator: Roy De Lange, Manager Sales & Aftersales – RLE International
Paul McDermott of Ford & Matthew Whittall of Innovation Group UK will explain the working relationship behind Ford's award winning accident management scheme.

12:30 Lunch

13:45 Twin triumph: How a UK family business model was used to create a successful network in Australia

Speaker: Andy Hopkins, Group Managing Director – Gemini Accident Repair Centres Pty Ltd
Gemini's Andy Hopkins talks to David Lingham about his experience of setting up the first national bodyshop network in Australia by working with key insurer partners.

14:30 Making the 'global' succeed locally

Speakers: Aidan Quinn, Vice President, Global Consumer Automobile Claims - Chartis Insurance
Stuart McClean, Claims Director - MIS Claims
Moderator: Kelly McDonald, President – McDonald Marketing
Global insurer Chartis, represented by Aidan Quinn, will explain how Chartis develops its business models in a range of different markets. Stuart McClean of MIS Claims - with which Chartis has a working partnership – will be sharing the session with Aidan and will set out a partner's perspective.

15:20 Coffee break

15:40 Relationships reboot: Establishing a repair process fit for the future

Speakers: Chris Weeks - RBS
Lesley Upham, Commercial Director – Thatcham Research
Moderator: David Lingham, IBIS Conference Director
Chris Weeks of RBS & Thatcham's Commercial Director Lesley Upham will demonstrate how Thatcham's Research Centre and the UK's largest motor insurer have worked together to develop a modern repair process fit for the future.

19:00 Drinks Reception

19:45 International Dinner

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23 May 2012

07:30 Breakfast | Gran Salo Gaudi

09:00 Relationships for tomorrow – today

Speakers: Cees Klaassen, Managing Director – ABS International B.V
Felix Tenniglo, Managing Partner - Inshared
Moderator: David Lingham, IBIS Conference Director
Cees Klaassen of ABS and Felix Tenniglo of Inshared reveal the secrets and objectives behind the development of their unique, hugely successful, joint business model in the Netherlands.

09:45 Winning inter-stakeholder relationships

Speaker: Josep Ferro, Director – CRC Central Reparació Carrosseries
Moderator: David Lingham, IBIS Conference Director
Josep Ferro of CRC, a large Spanish bodyshop, will talk about the importance of creating and sustaining inter-stakeholder relationships.

10:30 Coffee break

11:00 Adapting for success

Speakers: George Avery, Auto Claim Consultant – P & C Claims - State Farm Mutual Automobile Insurance Company
Mike LeVasseur, President, COO - Keenan Auto Body Inc
Moderator: David Lingham, IBIS Conference Director
George Avery of State Farm Insurance in the US sets out the principles that have enabled his organization to work successfully with a variety of different repairer models. He will be joined by Mike LeVasseur from Keenan Auto Body who will provide a repairer's perspective to the State Farm approach.

12:00 Symposium end and departure lunch