The Travel Convention Programme

Hosted by

Convention Programme

Ljubljana, Slovenia

21-23 September 2014

The Power of Personal

It is my great honour to welcome you to Slovenia, the hidden green gem of Europe; and to Ljubljana, its vibrant capital full of unexpected surprises.

We are very excited to be hosting the UK travel industry’s

flagship event in Slovenia. We know that for many of you

it will be your first visit to our beloved capital city, and we hope that you will

take the opportunity to explore and experience both the town and some of our

most well-known tourist attractions further afield.

Slovenia is unlike any other country – it is a land of stories and love in all

its diversity.

Located in the heart of Europe, our country brings together the diversity of

the Alps, Mediterranean, Pannonia Plain and the Karst in a unique and unspoilt

way. It is a country with a vibrant history, a rich cultural heritage and amazing

gifts of nature.

On behalf of SPIRIT Slovenia, Slovenian Tourist Board, I trust that we will meet

and even exceed your expectations, and that your visit for The Travel Convention

will lead you back with the promise that when you return you will experience

more of our green, active and healthy country with its genuine, preserved and

unspoilt natural beauty.

Welcome to Ljubljana. Feel Slovenia!

Karmen Novarlic

Head of Slovenian Tourist Board

5008

Welcome to Green, Active and Healthy Slovenia

Welcome to ABTA’s 61st Convention. It is the first time that Slovenia has hosted the event, and I feel sure that the

Convention’s location in the country’s delightful capital of Ljubljana will provide an idyllic backdrop to three days of business and social networking, learning and debate.

This year’s Travel Convention comes at a time when

the industry faces a second online transformation,

which will leave no business model unchanged.

Phase one of travel and the internet was based on

choice and price comparison, but now the move is

towards an omni-channel environment, bringing

together online and offline rather than online versus

offline. Alongside this, travel has become more like

a publishing business with much more emphasis on

peer reviews and personalised content.

That’s why the theme of this year’s Travel

Convention is The Power of Personal, which

will address the challenges to the sector and the

burgeoning trend for hyper-personalisation.

This theme will be explored through the context

of the Convention’s three key pillars: Our World,

Our Industry and Your Business.

We hope that the business sessions and the

increased opportunities for business and social

networking that have been included within this

year’s programme will help you to grow your

industry network with the Convention’s diverse

range of delegates: travel industry professionals,

industry specialists, leading travel journalists as well

as ABTA’s Board and senior management team.

On behalf of ABTA and all of you attending this

year’s event, I would like to thank Spirit Slovenia

and Ljubljana Tourism for hosting what will

undoubtedly be one of the Association’s most

memorable Conventions. Ljubljana is a wonderful

city; one that I hope you will take to your hearts,

as I have.

Mark Tanzer

Chief Executive

ABTA

3

SLOVENIA // 21-23 SEPTEMBER 2014

Lead Partner Headline Sponsors

Programme of Events

4

Sunday 21 September [pages 7- 8]

10:00 -16:30 Optional Excursion Postojna Cave

10:00 -16:30 Optional Excursion Lake Bled

10:00 -12:00 Optional Walking Tour Ljubljana Old Town

12:00 -17:30 Private Events –


15:00 -17:15 Football Match Sportni Park Svoboda Stadium


17:00 -19:30 Grow Your Network Knafljev Prehod

18:30 -21:00 Lead Partner Supper* Strelec Restaurant, Ljubljana Castle

19:30-20:00 Transfers to the Welcome Party Grand Hotel Union and Hotel Slon

20:00 -22:45 Welcome Party Ljubljana Castle

22:45 -23:00 Return Transfers –

From 23:00 Convention Bar As Aperitivo, Knafljev Prehod

Monday 22 September [pages 9- 15]

08:30- 09:30 ABTA Press Briefing** Hotel Slon, Kavarna 2

09:50 -10:00 Opening Ceremony Marmorna 1, GR Convention Centre

09:50 -10:00 Welcome to Slovenia Our Hosts

10:00 -13:00 Business Sessions – Our World | Marmorna 1, GR Convention Centre

10:00 -10:10 Introduction Daisy McAndrew

10:10 -10:25 What’s Going On In Our World? Mark Tanzer

10:25 -10:55 Blowing Bubbles Justin Urquhart-Stewart

10:55 -11:25 It’s All About People Professor Sarah Harper

11:25 -11:55 Coffee Break Foyer, GR Convention Centre

11:55 -12:25 Materialism To Experientialism James Wallman

12:25 -12:55 Battleground 2015 Matthew d’Ancona

12:55 -13:00 Our World: Summary Daisy McAndrew

13:00 -14:30 Lunch Marmorna 2 and Foyer, GR Convention Centre

14:30 -17:10 Business Sessions – Our Industry | Marmorna 1, GR Convention Centre

14:30 -14:35 Welcome Back Daisy McAndrew

14:35 -15:05 Travel Changing Course Marie Stafford

15:05 -15:20 2020 Customer Service Jo Causon

15:20-15:50 Delighting Millions, One At A Time

15:50-16:20 Peer-Powered Travel Zaid Al-Qassab

16:20-16:35 A Silver Lining?


Pippa Jacks Jeremy Ellis, Gary Morrison,

Nathan Philpot & Jo Causon

From Transfers to Grand Hotel Union and Hotel Slon

08:15-09:15 the Convention Centre

08:30 -16:30 Convention Hub Foyer, GR Convention Centre

08:30 -09:45 Travel Weekly Business Breakfast* Urska 4, Level 2,

GR Convention CentreMartin Randall & Nikki White

5

Tuesday 23 September [pages 18- 23]

11:15 -11:45 Coffee Break Foyer, GR Convention Centre

11:45 -12:10 Personally Speaking Tamara Heber-Percy

12:10 -12:40 Unleashing The Power Of Data Matthew Tod

12:40 -13:10 Doing Strategy

13:10 -13:15 Your Business: Summary Daisy McAndrew

13:15 -14:30 Lunch Marmorna 2 and Foyer, GR Convention Centre

14:30 -16:00 Business Sessions – Finale Marmorna 1, GR Convention Centre

14:30 -14:35 Welcome Back Daisy McAndrew

14:35 -15:05 A Date With Death And The Duchess

15:05 -15:10 The Year Ahead Mark Tanzer

15:10 -15:40 Under Wraps

15:40 -15:50 Closing Remarks Noel Josephides

15:50 -16:00 Destination 2015 –

16:00 -16:30 Return Transfers –

16:00 -16:30 Meet with ABTA Foyer, GR Convention Centre

From 16:30 Grow Your Network Knafljev Prehod


From 17:00 Private Events –

22:00- 03:00 Convention Bar As Aperitivo, Knafljev Prehod

16:35-17:05 The Agenda

17:05 -17:10 Our Industry: Summary Daisy McAndrew

From Return Transfers –

17:10-17:30

17:10 -17:30 Meet with ABTA Foyer, GR Convention Centre

17:30-20:00 Grow Your Network Knafljev Prehod

18:00 -20:00 Private Events –

18:30 -20:00 Meet The Media* City Museum, Ljubljana

20:00-20:15 Walk to the Host Party (Map on Convention App)

20:15 -22:45 Host Party Križanke Summer Theatre

From 23:00 Convention Bar with Alexander O’Neal As Aperitivo, Knafljev Prehod

From Transfers to Grand Hotel Union and Hotel Slon

08:15 - 09:15 the Convention Centre

08:30 -16:00 Convention Hub Foyer, GR Convention Centre

09:00- 09:45 Paying The Price – Specialist Session Urska 4, Level 2,

(this session is open to all delegates) GR Convention Centre

09:50 -13:15 Business Sessions – Your Business | Marmorna 1, GR Convention Centre

09:50 -10:05 Introduction Daisy McAndrew

10:05 -10:45 Business As Unusual David Pearl

10:45 -11:15 What’s Your Five Year Plan? Nishma Robb


Bill Munro, Alistair Daly, Ben Bouldin & Craig Stoehr

Her Grace, Duchess of Northumberland

Ian Taylor Steve Barrass & David Burling

The Telegraph’s Special Guest

by invitation/ticket holders only

press only

*

** ABTA reserves the right to change the programme as outlined in this brochure.

10:00 -16:30

Bled attracts business people, artists, athletes, explorers, sports

enthusiasts, the young and the old from all over the world,

enchanting them to return time and time again. In this special

tour, created for The Travel Convention and hosted by the

Slovenian Tourist Board, participants will depart the Grand

Hotel Union at 10am.

Lake Bled

Optional ExcursionHosted by

Sunday Morning

Sunday 21 September

10:00 -17:00 Ljubljana Walking Tour

Optional Excursion

10:00-12:00, 12:30-14:30 and 15:00-17:00

The walking tours – available at three different times – provide

an ideal opportunity to get to know Ljubljana with fellow

delegates. Last year’s walking tours were one of the highlights of

the Convention, so come along and join in. The tours are hosted

by Ljubljana Tourism.

7

Optional Excursion

Postojna Cave10:00-16:30

Postojna Cave is the best-known cave in the world. It is also

the biggest tourist attraction in Slovenia and one of the world’s

largest karst monuments. A fantastic web of tunnels, passages,

galleries, halls and an astonishing diversity of karst features,

have led to more than 35 million visitors to the caves. For this

special tour, created for The Travel Convention and hosted by

the Slovenian Tourist Board, participants will depart the Grand

Hotel Union at 10am.

15:00 -17:15 Football Match

Sportni Park Svoboda Stadium

It’s the biggest match of the (travel) footballing calendar!

Can Lowcostbeds.com defend their title over White Hart

Associates?

Come along to support both teams and enjoy an afternoon

of fun competitiveness, whilst relaxing al fresco at the

refreshment bar and enjoying a drink courtesy of the tournament

sponsors. The Man of the Match Award will be sponsored by

ABTA LifeLine.

The transfer for players and spectators will depart the Grand

Hotel Union at 14:00.

Sunday Afternoon


Hosted by

Hosted by

Sponsored by

To book an excursion or walking tour, please email [email protected].

Bookings must be made no later than 16 September 2014.

Grow Your Network

If you want to network with fellow delegates, head for Knafljev

Prehod (a thoroughfare located just a minute’s walk from the

Convention hotels). Ideal places to meet for pre-party drinks are

the Convention Bar, As Aperitivo, as well as the nautically themed

pub, the Cutty Sark.

17:00 -19:30

Knafljev Prehod

Transfers to the Welcome Party19:30-20:00

Transfers to the Welcome Party will depart from the Grand Hotel

Union and Hotel Slon from 19:30 until 20:00.

www.feefo.com | [email protected] | +44 (0)20 3362 4209

Sending 10 feedback requests a second, Feefo is relentless in pursuit of reviews!

Join us at ‘As Aperitivo’ on Sunday 21 September from 11pm to start The Travel Convention in style.

EAT

SLEEP

RATE

REPEATReturn Transfers22:45-23:00

Sunday Evening

8

Sunday 21 September

Welcome Party

Nestled within the walls of the iconic Ljubljana Castle which is

perched on a hill above the city, delegates will get a taste

of Slovenia through the traditional cuisine and entertainment.

This informal party provides the ideal setting to meet up

with industry colleagues and is sure to get you into the

Slovenian Spirit.

NB: the event will take place in the Castle Courtyard, in the open

air, so please dress accordingly. If the weather is inclement, the

party will move inside the Castle.

20:00 -22:45

Ljubljana Castle

Convention Bar

Global ratings and reviews provider, Feefo, will be sponsoring

the Convention Bar following the Welcome Party. Join them

and fellow delegates at As Aperitivo, which is situated just

a minute’s walk from the Convention hotels. Captained by

barman Marco Treu, As Aperitivo’s unique concoctions provide

a tasty treat for even the most demanding connoisseurs of

superlative drinks. Feefo will be adding their unique blend of

entertainment, too!

From 23:00

As Aperitivo


Sponsored by

Transfers will return to the Hotel Slon (closest to the

Convention Bar) and Grand Hotel Union.

Sponsored by

www.feefo.com | [email protected] | +44 (0)20 3362 4209

Sending 10 feedback requests a second, Feefo is relentless in pursuit of reviews!

Join us at ‘As Aperitivo’ on Sunday 21 September from 11pm to start The Travel Convention in style.

EAT

SLEEP

RATE

REPEAT

9

Monday 22 September

Organised by

Monday Morning

Convention Hub

Travel Weekly Business Breakfast Why Content is King

The Convention Hub provides the ideal place to hold private

meetings and catch up with your industry colleagues.

A panel discussion with speakers including Simon Powell,

Chief Executive, Eysys; Nishma Robb, Head of Marketing

Large Customers, Google UK; Joel Brandon-Bravo, Managing

Director, Travelzoo UK and Sarah McDonald, Chief Marketing

Officer, Wooshii.

The session will be moderated by Travel Weekly Group’s Head

of News and Editor of Travolution, Lee Hayhurst.

08:30-16:30

08:30 -09:45

GR Convention Centre, Foyer

Urska 4, Level 2, GR Convention Centre

The Power of Personal

To be successful in the future, travel companies will need to focus on the customers’ experience with their company, not just on their products and customer service.

Customers’ behaviour and preferences will increasingly drive new experiences as well as new

products. But before you can delight millions of customers, one at a time, you need to know

your customers, their expectations, their preferences and what kind of relationship will work

for both them and you.

Connecting one to one with every one of your target customers comes with challenges;

not least of which is dealing with the sheer volume, variety and velocity of ‘big data’.

But as travel changes course, having a 360 degree view of your customers, knowing who

they are and how to meet their individual needs will be essential.

That’s why the theme of this year’s business sessions is The Power of Personal.

The foundation of The Travel Convention programme is developed around three key pillars:

Our World, Our Industry and Your Business. Half a day will be dedicated to each of these,

with a finale on Tuesday afternoon.

The fourth pillar of The Travel Convention is Your Network. The Convention provides

over 20 hours of quality networking time with travel industry colleagues, industry

specialists and travel media, as well as ABTA’s Board and the wider ABTA team.

Welcome to Slovenia

Our hosts will officially welcome delegates to Slovenia.

09:50 -10:00 Opening Ceremony

Marmorna Hall 1

Transfers to the Convention CentreFrom 08:15 - 09:15 From Grand Hotel Union and Hotel Slon


By invitation only

Marjan Hribar, Msc. Tomaž Klemenc Petra Stušek Ministry of Economic SPIRIT Slovenia Ljubljana Tourism Development and Technology

10

Monday 22 September

10:00 -13:00 Business Sessions

Marmorna Hall 1

Introduction

Moderator, Daisy McAndrew

Journalist and presenter, Daisy McAndrew, will open The Travel

Convention business sessions with an introduction to this year’s

business programme.

10:00 -10:10

What’s Going On In Our World?

Mark Tanzer, Chief Executive, ABTA

In this scene setting presentation, ABTA’s Chief Executive will

touch on some of the key trends that are driving change in the

political, social and commercial arenas, and the challenges they

set for the travel industry.

10:10 -10:25


Blowing Bubbles

Justin Urquhart-Stewart, Head of Corporate Development

and Co-founder, Seven Investment Management

Everyone loves a bubble when it’s inflating. We only cry when it

pops, often unexpectedly. Which bubbles should we chase and

what are the opportunities? Where will the next set of cracks

appear in our economy? What’s the next bubble and when might

it burst?

Justin Urquhart-Stewart will give his prediction on market

movements and where the next bubble will come from.

Sponsored by

10:25-10:55

Coffee Break11:25-11:55

FoyerSponsored by

An opportunity to network with fellow delegates, the event’s

sponsors and our Slovenian hosts.

It’s also an opportunity to Meet with ABTA. See page 26 for

more information.

StorieS of Slovenia are StorieS of loveSlovenia. Green. Active. Healthy. www.slovenia.info

lucija_jager_260x210_spicnik_stories_of_love.indd 1 5. 08. 14 14:04

What’s going on in our World?

This morning’s sessions will provide an insight to what lies ahead.

It’s All About People

Sarah Harper, Professor of Gerontology, University of Oxford

With seven billion people already on our planet, some people

are saying the planet is already full. But what’s the truth about

population growth and demographic change? And what might

an increasingly ageing population mean for travel?

10:55-11:25

StorieS of Slovenia are StorieS of loveSlovenia. Green. Active. Healthy. www.slovenia.info

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13

Monday 22 September

OUR WORLD: Summary


12:55-13:00

Delegate Lunch

Relax and network with fellow delegates over lunch, sponsored

by the Slovenian Tourist Board and Ljubljana Tourism.

If you would like to meet with the ABTA team, please email

[email protected] to book an appointment.

13:00 -14:30

Marmorna Hall 2 and FoyerSponsored by

Travel Changing Course

Marie Stafford, Planning Foresight Director, JWT London

The world is on the move, with record-breaking numbers of

international travellers. But while travel continues to grow

at a steady pace, the category is in flux with disruptive

forces reshaping the industry; so says research carried out by

JWTintelligence; a snap shot of which will be presented by

Marie Stafford in this session.

14:35-15:05

Jo Causon, Chief Executive, Institute of Customer Service

Jo Causon will provide an expert’s perspective on the future of

customer service and the art of personalisation before joining a

panel of industry professionals to talk about this growing trend.

15:05 -15:20 2020 Customer Service

Welcome Back

Daisy McAndrew

14:30 -14:35

Monday Afternoon

14:30 -17:10 Business SessionsMarmorna Hall 1


Materialism To Experientialism

James Wallman, Author

Author James Wallman’s recent widely-acclaimed book,

Stuffocation, identified the key cultural trends in the 21st

Century and the shift from materialism to experientialism.

With the growing desire for personal experiences, does this

present an opportunity for travel?

11:55-12:25

This afternoon’s sessions will focus on the latest trends and issues affecting ABTA, its Members and the wider travel Industry.

Battleground 2015

Matthew d’Ancona, Political Columnist, The Sunday Telegraph

Just days after the all-important Scottish Independence

Referendum that will settle the future of the United Kingdom,

The Sunday Telegraph’s political columnist, Matthew d’Ancona,

looks ahead to next May’s General Election and tells us what the

big beasts in the Westminster jungle are really planning as they

swing into battle.

His book on the Cameron government, In It Together, is widely

regarded as the definitive account of the Coalition and its

significance, and confirmed his long-standing reputation as a

‘must-read’ political journalist.

12:25-12:55

Our World: Summary

Peer-Powered Travel

Zaid Al-Qassab, Chief Marketing Officer, HouseTrip

The peer-to-peer marketplace is undoubtedly a disruptive force

for travel. While P2P companies may be expanding the market

for travel, their growth is not without controversy and they are

putting the squeeze on traditional service providers. We’ll be

talking to Zaid Al-Qassab, Chief Marketing Officer at HouseTrip,

one of the world’s largest holiday rental websites, about the

phenomenal growth of this new business model.

15:50-16:20

A Silver Lining?16:20-16:35

Martin Randall, Chief Executive, Martin Randall Travel

Nikki White, Head of Destinations & Sustainability, ABTA

In conversation with Daisy McAndrew, Martin Randall and Nikki

White will talk about the opportunities and challenges for

travel presented by an increasingly ageing population including

destination choice, product differences and accessibility.

Monday 22 September


Heightened competition, new technology, increasing customer

expectations and less of a mass market mentality are all driving

new demands on the travel business. In the migration from one

size fits all commodity products to more bespoke holidays on

every level, our guest moderator, Pippa Jacks, will quiz the panel

about how far travel can and should go with customisation.

15:20 -15:50 Delighting Millions, One At A Time

Jeremy Ellis Gary Morrison Nathan Philpot Jo Causon TUI UK & Ireland Expedia Worldwide Fred. Olsen Institute of Cruise Lines Customer Service

Panel:

14

Pippa Jacks Editor, TTG

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Monday Evening

15

Monday 22 September

Our Industry: Summary

Daisy McAndrew

17:05 -17:10

Return TransfersFrom 17:10-17:30

If you would like to arrange a one-to-one meeting with the

ABTA team, please email [email protected] to book

an appointment. See page 26 for more information.

Meet with ABTA17:10-17:30

Foyer

In this session, a panel of industry experts will reflect on the day’s

programme and discuss the latest topical issues.

The Agenda16:35-17:05


Bill Munro Alistair Daly Ben Bouldin Craig Stoehr Barrhead Travel On The Beach Royal Caribbean Thomas Cook Group International

Continue to extend your network of contacts by visiting Knafljev

Prehod, located just a minute’s walk from both Convention

hotels, where you’ll find the As Aperitivo and Cutty Sark bars.

Grow Your Network17:30-20:00

Knafljev Prehod

A unique opportunity to join over 25 travel journalists for an

informal cocktail reception held within Ljubljana’s historical

City Museum. Ticket holders are requested to walk to the venue,

which is a short stroll from the Convention Hotels – see the map

on page 25 or on the Convention App.

Meet the Media18:30-20:00

City Museum, LjubljanaSponsored by

Host Party

Set within the courtyard of the former 13th century Monastery

of the Holy Cross, the Križanke Summer Theatre will provide the

perfect backdrop for tonight’s party hosted by the Slovenian

Tourist Board and Ljubljana Tourism. In contrast to the Theatre’s

rich historical roots, the evening will include contemporary

cuisine and vibrant entertainment showcasing the best of what

Slovenia has to offer.

20:15-22:45

Križanke Summer Theatre

Convention Bar

American R&B singer, Alexander O’Neal, will make a special

appearance at the Convention Bar. Sponsored by Avis, the upbeat

soul singer will treat you to an intimate performance of classic

80’s sounds, including ‘Criticize’ and ‘Fake’, which remain his

greatest hits this side of the pond. Don’t miss this one!

23:00 - 03:00

As AperitivoSponsored by

Sponsored by

NB: the party takes place in the open air so please dress accordingly.

The venue will be covered in the event of inclement weather.

The venue is a short walk from the Convention hotels. See the map

on page 25 or on the Convention App.

Ticket holders only

Lucy Huxley Editor-in-chief, Travel Weekly Group

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18

Tuesday 23 September


Tuesday Morning

Transfers to the Convention Centre

Every second counts; come along early to network with sponsors,

our Slovenian hosts and fellow delegates ahead of today’s

business sessions.

From08:15- 09:15 From Grand Hotel Union and Hotel Slon

Business As Unusual

David Pearl, Director, Pearl Group

We all know the future is going to require us to think and operate

very differently. But how? And how can you get comfortable

with being uncomfortable? Business-as-unusual specialist David

Pearl acts as creative confidante to some of the world’s leading

businesses. He suggests you know more about what’s coming

than you think and will share some practical ways you can start

preparing now.

10:05-10:45

What’s Your Five Year Plan?

Nishma Robb, Head of Marketing for Large Customers,

Google UK

Acceleration is key to any business and in an increasingly digital

and competitive world, the development of new tools, services

and products will be vital for any business to operate effectively

at pace in this ever changing world; but do you have a clear

vision of where you will be in 2020? And what’s your plan until

the end of the decade?

Google will share some of their vision for the next five years and

suggest the key areas that should be on your five year plan.

10:45-11:15

09:50-13:15 Business Sessions Marmorna Hall 1Convention Hub 08:30-16:00

GR Convention Centre, Foyer

Introduction

Daisy McAndrew

09:50-10:05

With so much focus on customer acquisition, less attention has

been given to how the world of payments is changing. What are

the trends, within travel and beyond? And what are the patterns

in overseas markets as UK travel companies look to expand?

Will credit cards and debit cards be replaced by direct transfer

or Paypal-type mechanisms? Will principals be demanding

payment directly from the customer, and then remitting

commission? What does this mean for travel companies’ cash

flow? What does it mean for the future of financial protection

of the customers’ money?

Paying The Price – Specialist Session 09:00- 09:45

Urska 4, Level 2, GR Convention Centre

Tony Mooney Doug King Nigel Huddleston First Data Merchant Deloitte Google Solutions

This morning’s sessions will provide insights into best business practice and marketing innovations coming down the line.

John de Vial Head of Financial Protection ABTA

NB: this session is open

to all delegates.

First Data Merchant Solutions is a trading name of First Data Europe Limited, a private limited company incorporated in England (company number 02012925) with a registered address at Janus House, Endeavour Drive, Basildon, Essex, SS14 3WF. First Data Europe Limited is authorised and regulated by the UK Financial Conduct Authority (FCA register No. 582703).

© 2014 First Data Corporation. All Rights Reserved. All trademarks, service marks, and trade names referenced in this material are the property of their respective owners.

*Terms and Conditions apply. †Calls may be recorded for security purposes and monitored as part of our quality control process.

First Data Merchant Solutions is an independent payment solutions expert that has built a long and collaborative relationship with ABTA and its members over the past five years.

Committed to driving client success, we pride ourselves on our deep understanding of the travel industry. We appreciate the challenges you face and our dedicated team can provide a suite of solutions designed to better serve you and your payment requirements.

Visit our stand at the Travel Convention to find out more about how we can make payments work harder for you.

Why choose First Data Merchant Solutions?

gPreferential card processing rates and value added services for ABTA membersgIndustry leading payment specialists gExpertise in managing your compliance with industry standard regulationsgTake advantage of our Switcher offer and save up to £150*

First Data Merchant Solutions is part of First Data – a global industry leader with over 40 years’ payments processing experience.

Take it easy, sit back and relax in the knowledge that you can entrust your travel business to a specialist payments expert - First Data Merchant Solutions. Preferential card

processing rates for ABTA members

To find out more visit firstdatams.co.uk/abtaor to talk to our travel sector payments experts call us on

0800 652 5808between 8.30am and 5.30pm Monday- Friday.†

Meet the Payment Experts for Travel and Tourism

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21



Tamara Heber-Percy, Co-founder and CTO, Smith

Smith Co-founder and CTO, Tamara Heber-Percy, has been

instrumental in taking Smith around the world and in developing

the bespoke booking technology that underpins its network of

websites. Tamara has masterminded an array of innovations at

Mr & Mrs Smith and Smith & Family, and will talk about getting

the technology right, curating content, Smith’s approach to

personalisation and the company’s plans for the future.

Personally Speaking11:45-12:10

Unleashing the Power of Data 12:10-12:40

Matthew Tod, Partner, PwC

We have access to big data, but many companies lack a clear

vision for rolling out big data analytics in practical, measured

steps. In the race for personalisation, having a single 360 degree

view of your customer is essential, but how do we do that?

Do we need to adopt a small data philosophy? And what about

privacy? Will the latest legal developments derail progress?

Our guest moderator, Ian Taylor, will talk to two of the UK’s

travel leaders about how they do strategy in a time of rapid

market and technological change. How do they evaluate their

options, encourage continuous innovation and line up their

people behind the company’s goals? And what lessons can be

drawn for the rest of the industry?

12:40 -13:10 Doing Strategy

Steve Barrass David Burling Managing Director Managing Director Gold Medal Travel TUI Travel UK & Ireland

Your Business: Summary

Daisy McAndrew

13:10-13:15

Delegate Lunch

Network with fellow delegates over lunch before the finale of the

business sessions.

If you would like to meet with the ABTA team, please email

[email protected] to book an appointment.

13:15-14:30

Marmorna Hall 2 and FoyerSponsored by

Coffee Break11:15-11:45

FoyerSponsored by

Another opportunity to network over coffee and refreshments.

It’s also an opportunity to Meet with ABTA. See page 26 for

more information.

Ian Taylor Executive Editor Travel Weekly Group

22


A Date With Death And The Duchess

Her Grace, Duchess of Northumberland

As Fred. Olsen Cruise Lines celebrate their 10th Anniversary

as Headline Sponsors of The Travel Convention, we talk to

Her Grace, Duchess of Northumberland, about her

collaboration with the cruise line on an exclusive sailing created

around secrecy and suspense, with Fred. Olsen’s ‘Poison, Murder

& Mystery Cruise’ set for departure in July 2015. The cruise

will link the Duchess of Northumberland’s Poison Gardens at

Alnwick Castle – which starred as Hogwarts School of Witchcraft

& Wizardry’ in the Harry Potter films – with that of Fred. Olsen

Senior in Guimar, Tenerife.

14:35-15:05

Breakout forumsThe Year Ahead

Mark Tanzer, Chief Executive, ABTA

ABTA’s Chief Executive sums up his thoughts for the year ahead

as we bring the business sessions of this year’s Travel Convention

to a close.

15:05-15:10

Under Wraps15:10-15:40

Closing Remarks

Noel Josephides, Chairman, ABTA

Daisy McAndrew sums up and hands over to ABTA’s Chairman,

Noel Josephides, to close this year’s Travel Convention.

15:40-15:50

Once again The Travel Convention’s lead partner, The Telegraph,

has invited a special guest to join us, so make sure you’re in the

conference room to find out who it is!


Business Sessions – Finale14:30-16:00

Marmorna Hall 1

Tuesday Afternoon

Welcome Back14:30-14:35

Daisy McAndrew

Destination 201515:50-16:00


Where and when will we meet again? All will be revealed in this

final session when next year’s host destination invites delegates

to attend The Travel Convention in 2015.

Return TransfersFrom16:00-16:30

Meet with ABTA16:00-16:30

Another opportunity for one-to-one meetings with the

ABTA team. See details of how to book on page 26.

Celebrating10 totally beachin’ years

Proud sponsors ofThe Travel Convention 2014

Sending one million happy customerson holiday every year


Knafljev Prehod

Grow Your NetworkFrom 16:30

A final chance to catch up with fellow delegates or to explore

Ljubljana at leisure.

Ljubljana Walking Tour16:45-18:45

If you didn’t have the opportunity to join a Ljubljana Walking

Tour on Sunday, here’s another opportunity to explore the

delightful Old Town.

Bookings can be made in advance or at the Slovenian stand in

the Convention Centre Foyer.

Sponsored by

As Aperitivo

Convention Bar22:00-03:00

Bid farewell to Ljubljana and your industry colleagues at the

Convention Bar.

Tuesday Evening

Private Events/Evening at LeisureFrom 17:00

24


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GR LJUBLJANA EXHIBITION

AND CONVENTION CENTRE

GRAND HOTEL UNION

EXECUTIVE AND BUSINESS

HOTEL SLON

GROW YOUR NETWORK AND CONVENTION BAR

KNAFLJEV PREHOD

WELCOME PARTY

LJUBLJANA CASTLE

HOST PARTY

KRIŽANKE SUMMER THEATRE

LJUBLJANA MAP

Best walking route from the Three Bridges.

Best walking route between the

Convention hotels.

As the UK’s leading travel association, our role is to provide our Members with a wide-range

of quality services. Whether that’s through our financial protection solutions, legal advice and

guidance, operational advice in the event of a crisis, or our independent system of dispute

resolution, we are here to support the day-to-day business needs of our Members as well as

representing them, and the industry as a whole, to government, in the UK and overseas.

We will have a strong team of representatives covering our full range of expertise and services

at the event, so if you wish to talk to us about one area in particular, or the wider benefits of

ABTA membership, we’ll have someone on hand to advise and assist you.

The ABTA team will be available for one-to-one catch ups and meetings throughout the

Convention. These will be hosted in the Convention Centre – the meeting times are listed

below. If these don’t work, we’d be happy to arrange a time better suited to you. As well as

this, we will also be available throughout the Convention at Grow Your Network and by the

ABTA stand during breaks.

If you would like to book a meeting in advance, please get in touch with our Member Services

team – [email protected].

Monday 22 September 11:25-11:55

13:30-14:30

17:10-17:30

We hope you have a great few days in Slovenia.

ABTA – The Travel Association

Meet with ABTA

Communications and EventsShelly Beresford Communications Manager

Gillian Edwards Senior Public Relations Manager

Darren Hewitt Communications Executive

Daisy Parker Media Relations Executive

Sean Tipton Media Relations Manager

Destinations and SustainabilitySimon Pickup Sustainable Tourism Manager

Christin Radtke Travelife Administration Assistant

Sören Stöber Travelife Senior Business Manager

Financial ProtectionNashita Luchmun Manager – Membership, Risk and Financial Protection Administration

Rachel Shantali Membership and Financial Protection Assistant

Finance, CRM and Corporate Services Louisa Ventham HR Executive/PA

Legal and Member ServicesStephen Barnes Membership Marketing Manager

Julie Jones Senior Member Services Manager

Michael Threlfall Partnerships Manager

ABTA LifeLineTrudie Drake Director of Development

Isabel O’Riordan Business and Marketing Assistant

26


Tuesday 23 September 11:15-11:45

13:45-14:30

16:00-16:30

Mark Tanzer Chief Executive

Stephen D’Alfonso Head of Public Affairs

Nikki White Head of Destinations & Sustainability

John de Vial Head of Financial Protection

Carolyn Watson Head of Finance, CRM & Corporate Services

Victoria Bacon Head of Communications

Simon Bunce Head of Legal & Member Services

Senior Management Team

www.abtalifeline.org.uk

ABTALifeLine

@abtalifeline

Get in touch

to he lp others with in

the trave l industry!

help us

Spread

the word

Lead Partner

Telegraph Media Group Limited publishes The Telegraph seven days a week, in print, online and on tablet and mobile, reaching an audience of over 70 million per month. This is a wholly owned subsidiary of Press Holdings Limited.

Why is The Telegraph attending the Convention?

To meet with the movers and shakers of the travel industry, foster even better relations

and gain fresh insights into the issues we face and innovations we should adopt.

If The Telegraph had a motto, what would it be?

A passport to a better trip.

What is The Telegraph looking forward to at the Convention?

Understanding how global events impact on the travel industry and how data is driving

the decisions of a mobile-first generation of travellers. We are also looking forward to

meeting with the cream of the travel industry.

28


Phone: 020 7931 3090

Email: [email protected]

Twitter: @TelegraphTravel

www.telegraph.co.uk/travel

2014 has been a record year for

Telegraph Travel across all its platforms.

Unlike our rivals our print products

continue to expand with record

paginations across both our market-

leading weekend travel sections. The

same applies for our luxury travel

magazine, Ultratravel, which celebrates

its tenth anniversary this year as well

as winning the title of Best Magazine

at the 2014 Newspaper awards.

Traffic to Telegraph Travel’s

award-winning website has doubled

over the past year – once again

outstripping not only our media rivals

but also the likes of specialist travel

platforms such as Lonely Planet.

But it is not just the quantity, but also

the quality, of our audience that sets

us apart.

It has also been a year for new digital

products. Firstly, with the growth of

Telegraph Luxury, our new aspirational

and highly engaging platform, which

has also gone from strength to

strength. Secondly, with the launch of

the free Telegraph Travel app. Using the

advice of resident experts, this iPhone

app gives holidaymakers a highly

curated and interactive experience of

the world’s greatest destinations.

Launched in February it reached

number one in the App store and has

already enjoyed more than 120,000

downloads. A new iPad version –

with new functionality, planning tools,

inspirational imagery and social

media integration – follows in the

next few weeks.

It has also been a year where we have

worked even closer with the industry

whether in creating new engaging

advertising solutions, events (from

the new Telegraph Cruise Shows and

Ski Shows to the Bike, Outdoor and

Adventure Travel Shows) or strategic

partnerships, such as Telegraph Tours,

where we work with key operators to

bring Telegraph experts onto a series of

unique trips from Tuscany and China to

India and Italy.

We are also keen to reward the travel

companies, destinations and services

that continue to surpass our readers’

expectations. In November, the

Telegraph will again host the biggest

– and most prestigious – awards of

their kind, so this is your chance

to remind your customers to vote

at telegraph.co.uk/travelawards.

Thank you all for your support – and

particularly that of ABTA – and we look

forward to working with you in 2015.

What’s new at The Telegraph?

“First Data makes ’quite a saving’ for ABTA Member.”

First Data Merchant Solutions is an independent payments expert

that has built a long and collaborative relationship with ABTA and

its Members over the past five years. During this time a dedicated

credit and debit card acceptance service has been developed that

is tailored to meet the specialist needs of the travel and tourism

sectors. The primary aim is to drive client success by making

transactions secure, fast and easy for merchants and by providing

business advice and support.

One ABTA Member that has switched to First Data Merchant

Solutions and benefited from discounted rates and a tailored service

is Barnes Worldwide Travel Limited. Having previously used the

processing services of a well-known high street bank; cost savings,

the opportunity to manage credit exposure more effectively and

customer service were key factors in the company deciding to move.

“Everything was switched over without any interruption at all and it was

very easy to do. With their lower processing fees we also made quite

a saving too!” says Robert Saunderson, Managing Director of Barnes

Worldwide Travel.

Raj Sond, General Manager of First Data Merchant Solutions,

commented: “We are thrilled to continue

our relationship with ABTA and its Members

through our continued sponsorship of The

Travel Convention.”

www.firstdatams.co.uk

“2014 is a very meaningful year for Fred. Olsen Cruise Lines, as we celebrate a milestone tenth anniversary of our headline sponsorship of the prestigious Travel Convention, one of the most important and influential events in the travel calendar. We would like to thank all our travel trade partners for your continued support, which has been invaluable in helping us to grow our business over the years.

Building strong relationships and working closely with the travel

trade remains of great importance to Fred. Olsen, and The Travel

Convention is an excellent opportunity for us to meet our key agents

and tour operators, provide updates on our latest developments

and share important feedback.

We will be cruising to an impressive 245 ports in 81 countries

in 2015/16, and we know that we can rely upon the knowledge,

expertise and passion of our agent network to ensure that our key

message of ‘Bringing the world closer to you’ is spread far and wide.

www.fredolsencruises.com”

Headline Sponsors

29


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most respected names in travel technology,is a new cloud based solution that will

transform your travel business. From improving productivity to customer retention, to managingforeign exchange and website content, the Vertical SystemsV-Suite offers the ultimate in flexibility and usability. All via a singlelog-in. Every product can interface independently or you canpackage multiple products to form oneseamless suite. Or you can integrate withexisting third party systems via our webservice API technology.

Can you afford not to V and transform yourtravel business for the better?

To check in with Rob Barker at the Travel Convention, email [email protected] or visit www.verticalsystems.co.uk

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Convention App

Visit the Convention website to download the

Convention App. The App will work on iPhone and

other smartphone devices and will provide you with

an at-a-glance guide to the Convention. It also

provides the opportunity to make contact with

fellow delegates before, during and after the event.

SMS Alerts

Sign up for Convention SMS alerts by emailing your

mobile number to [email protected].

Once in Slovenia, the alerts will keep you informed

of any amendments to the programme or timings.

Twitter

Follow us on twitter @thetravelconv #ABTA14

Quench Your Thirst

Energy drinks and water will be provided each

morning at the Convention Centre, courtesy of

our sponsor, Vertical Systems.

Sponsored by

You must wear your badge

and lanyard, sponsored by

Travelzoo, at all times during

the Convention to gain entry

into the business sessions

and social events. Staff have

the right to refuse admission,

without exception, to anyone

not wearing a badge. If you

lose yours, a replacement

may be obtained from the

information desk in the

conference hall foyer.

Badges

WWW.TRAVELZOO.COM

Useful Information

30


App & SMS Alerts – sponsored by Intuitive

TO VOR NOTTO V?V-Suite from Vertical Systems, one of the

most respected names in travel technology,is a new cloud based solution that will

transform your travel business. From improving productivity to customer retention, to managingforeign exchange and website content, the Vertical SystemsV-Suite offers the ultimate in flexibility and usability. All via a singlelog-in. Every product can interface independently or you canpackage multiple products to form oneseamless suite. Or you can integrate withexisting third party systems via our webservice API technology.

Can you afford not to V and transform yourtravel business for the better?

To check in with Rob Barker at the Travel Convention, email [email protected] or visit www.verticalsystems.co.uk

Vertical Systems ad_Layout 1 26/08/2014 13:08 Page 1

Convention Advisers

Nigel Huddleston, Google

Rachel O’Reilly, Kuoni

Tim Williamson, Monarch Airlines

Giles Hawke, MSC Cruises

Charles Starmer-Smith, The Telegraph

Joel Brandon-Bravo, Travelzoo

Fraser Ellacott, TUI Travel

Appreciations

ABTA and its Board of Directors would like to thank the following companies and individuals for their contribution towards the success of this year’s Travel Convention.

The Slovenian Tourist Board and Ljubljana Tourism extend their sincere thanks and gratitude to the following organisations for their efforts and support throughout the planning and operation of The Travel Convention.

Organisers/Producers

Headline Sponsors

Lead Partner Hosts

SUPERB INSURANCE SOLUTIONS.AT SENSIBLE PRICES.Touchstone Underwriting is a highly experienced insurance underwriter to the travel industry:

• Tour Operators & Travel Agents Combined Liability & Professional Indemnity – including Crisis Costs cover as standard

• Tour Operators Office Insurance

• ABTA Travel Agents Office Combined Insurance – including non-average Business Interruption and Business Travel Insurance

All underwritten via Catlin Insurance Company (UK) Limited, the largest syndicate at Lloyd’s and rated A+ by Standard & Poors.

PLEASE ASK YOUR BROKER TO CONTACT US FOR A QUOTATION

New website

ww

w.t-u-l.co.uk

Part of the Seventeen Group. All rights reserved. Registered in England No.2264985. Touchstone Underwriting Limited is Authorised and Regulated by the Financial Conduct Authority.

City of Ljubljana

GR Ljubljana Exhibition and

Convention Centre

Adria Airways

Grand Hotel Union

Best Western Premier Hotel Slon

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Vivo Catering

Tourism Bled

Postojna Cave

Accommodation Provider

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With over 450 itineraries to over 90 countries worldwide, Exodus offer unforgettable

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Exodus Agent page Ad Aug 2014.indd 1 07/08/2014 09:30

The Travel Convention Programme

Documents

Transcript of The Travel Convention Programme