Speaker Biograghy: Brian has more than 15 years’ experience in commercialising airport spaces through various roles in retail and World Duty Free at Heathrow. During Brian’s four years as part of Heathrow’s Operations team, he led the successful opening of the airport’s newest terminal as Terminal 2’s Programme Director. In July 2014, Brian took up the position of Commercial Director at Heathrow, overseeing airline business development, retail, property, travel services and Heathrow Express.


Day 1 - 15 March
Session: Commercial Development, Retail, Concessions & Media

10:10 - 10:40 - PANEL DISCUSSION: Evolving changes in passenger expectations
Synopsis: Passengers' expectations have been changing over the past years, although most airports continue five-, seven- or ten-year concession contracts and cannot react quickly to these changes. The panel will discuss the challenges associated with the changes in passenger expectations for food/beverage, duty free and retail, and how to accommodate these changes.

Day 1 - 15 March
Session: Commercial Development, Retail, Concessions & Media

11:00 - 11:30 - Airports for welcoming customers not just processing passengers
Synopsis: Exploration of how the strategic intent of an airport ultimately translates to the customer's experience.

Audience will learn:

• How an airport's strategic vision translates through to the experience of the customer
• The role of the customer in commercial design and space management