Conference Timetable

08:30

Registration & Networking

09:30

Editor's welcome

Stephen Briers, AM Magazine

09:35

Sponsor Welcome

Kirk Fletcher, Managing Director, Experian's Automotive Division

09:40

Economic overview

James Bellini

The ex Money Programme presenter sits on the European advisory board of the Global Future Forum and will be guiding the proceedings of the day.  Bellini specialises in future issues affecting business and management, with a strong emphasis on retailing, financial services, corporate reputation and brand values.

10:10

European Commission on BER

John Clark, European Commission

The current Block Exemption legislation is due for renewal in 2010.  Block Exemption which surrounds the sale and service of new cars across Europe is a hot topic at the moment and the European Commission will present findings from their recent research and assess what the future will hold for car retailing.

10:40

Analysis of the BER Report

Miles Trower, Osborne Clarke

11:10

Interactive panel and audience debate

During this time there will also be opportunities to forward questions to the panel

11:25

Refreshments & Networking

11:50

Interactive Breakout Sessions

Delegates have the opportunity to explore in more depth our three main themes, choosing from one of the following:

• Block Exemption - Miles Trower, Osborne Clarke,  Sue Robinson, NFDA Director & John Whiteman - ICDP
  Understand the new legislation which surrounds the sale and service of new cars across Europe. The session will take the format of a ‘Roundtable Discussion’ with input, queries and comments from the participants. There will be an examination of the legal implications and impact on the dealers of the content of the EC survey and any comments contained within it
• Customer loyalty - Kathy Stiff, SOCAPiE - Society of Consumer Affairs Professionals in Europe.  Throughout the workshop, Kathy Stiff will explore the links between customer retention and customer loyalty, working through the value of service recovery in building strong relationships with customers.
• The Internet - Jay Nagley, Spyder Redspy will be joined by Adrian Joseph, Google UK.  Technology advances every day and to keep ahead of the game, you need to be aware of what is happening online.  Learn how to make the most of the internet and take a look at new routes to sell more cars by using this technology more effectively.  The market is changing and during this session we will show you how to get your dealership website up and running.

13:00

Lunch and Networking

14:00

Turning ideas into reality

Michelle Mone, Founder, MJM International

Armed with a practical idea, limited contacts but a great deal of drive, Michelle progressed from making the tea to creating and marketing the cleavage-enhancing Ultimo bra.  Voted one of the top female entrepreneurs by Management Today, and famed for her PR coups, Michelle’s next move is to launch a chain of up to 100 concessions within Debenhams stores.

14:30

Customer Loyalty

Mark Lavery, Chief Executive, Cambria Automobiles

Discover how one of the fastest growing groups in the top 100 continues to maintain high levels of customer and staff retention. Cambria Automobiles’ Chief Executive will share his experience on how to boost customer retention and explore new ideas in customer service.

15:00

Questions & Answers

15:10

Refreshments & Networking

15:40

Customers and the Internet

Annette Sykora, Chairman of NADA, Smith Ford Mercury

Annette will bring the US perspective to Autoretailing 08, both as one of the most prominent dealers in the country, and as Chairman of NADA.
She will examine the differences between the UK and US markets, with a focus on: Customer service, Customer relations and customer loyalty, Relationship with the local community, Use of the internet and other marketing tools
 

16:10

Internet

Adrian Joseph, Director - Automotive, Google UK

The Internet is now the starting point and ahead of dealer visits in the car research process with over 52% of buyers going to research the internet first.  During this session, we will discover how online marketing will dominate the car buying process in the future and look at new ways to potentially gain more custom online.

16:45

Conference close