Speaker Biograghy: Dr Ryan created a Concession Master Plan in the 1980s for a U.S airport, along with all the supporting solicitation and contract documents. She has been staff at three airports including MIA with responsibilities for commercial development. As a consultant, she has assisted airports around the world with training and developing as an instructor for ACI World and ERAU, in addition to her consultancy with airports. She is a dynamic speaker and a future thinker, who stays up to date with trends. As Director of Aviation for IOS Partners, she oversees aviation activities around the world including airport development.


Day 1 - 14 March
Session: Commercial - Concessions, Retail & Media

09:05 - 09:05 - Conference Chairs

Day 1 - 14 March
Session: Commercial - Concessions, Retail & Media

17:10 - 17:35 - Panel Discussion: Creating and delivering a ‘brand experience’ in an airport and how this impacts spend
Synopsis: This panel will discuss the ways in which airports are positioning themselves from a brand perspective and how, when done well, this is filtering through to every aspect of the customer journey, and positively impacting commercial outcomes.

Day 2 - 15 March
Session: Commercial - Concessions, Retail & Media

09:05 - 09:40 - Characteristics that put an airport in a class of its own
Synopsis: In researching factors that put an airport in a class of its own, it has become apparent that there are some common areas that can be benchmarked. Not only will the factors that contribute to world-class status be identified, but key performance indicators supporting those factors will be outlined as well.

Audience will learn:

• Factors contributing to an airport being in a class of its own
• Ways to enhance the world-class factors
• Benchmark techniques to be applied
• Key performance indicators for benchmarking
• Examples of world-class airports and what makes them so outstanding

Day 2 - 15 March
Session: Commercial - Concessions, Retail & Media

09:00 - 09:00 - Conference Chairs

Day 2 - 15 March
Session: Commercial - Concessions, Retail & Media

16:55 - 17:30 - Panel Discussion: Balancing capital efficiency, customer service and commercial revenues
Synopsis: This panel discusses the often difficult challenge of meeting capital efficiency targets, managing cost pressures and achieving operational requirements with the evolving imperative of delivering a comfortable, flexible, engaging terminal environment for our customers that optimises commercial revenues.

Day 3 - 16 March
Session: Commercial - Concessions, Retail & Media

09:00 - 09:00 - Conference Chairs