Day 1

08:00 AM - 08:45 AM Registration and welcome coffee

08:45 AM - 08:50 AM Welcome remarks

Susie Benaim, Content Director, Digital Travel Europe

08:50 AM - 09:00 AM Chair's opening remarks and business card exchange

Adrienne Lawler, Former Newsreader for the BBC & Sky, Now You're Talking

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Adrienne Lawler

Former Newsreader for the BBC & Sky
Now You're Talking

Taking Digital to the Next Level

09:00 AM - 09:20 AM KEYNOTE PRESENTATION: The customer experience of the future - How to drive digital innovation and provide the ultimate travel experience in 2017

Debbie Hulme, Vice President, Customer Experience, Virgin Atlantic
  • What is it that genuinely shapes travel experiences- how will this change in the next 5-10 years?
  • Where are the digital frontiers in travel at with measuring what travellers most value?
  • How can technologies now and in the future meet their expectations?
  • Identifying the different segments of travellers that will shape the future of travel

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Debbie Hulme

Vice President, Customer Experience
Virgin Atlantic

09:20 AM - 10:00 AM ALL STAR PANEL: What is the true ‘single view of the customer’? Mapping the complete customer lifecycle of the modern day traveller

Andrew McClelland, Managing Director, Mirador Digital Stefan Petzinger, VP, EU Brand Marketing, KAYAK Alessandra Di Lorenzo, Chief Commercial Advertising Officer, Lastminute.com , , Cyrille Vincey, Chief Data Officer, Ve Interactive
  • How is the online world being impacted by the offline? Evaluating the flow and journey and how to better analyse?
  • Building the right customer journey insight to understand who your customer is and where they convert
  • Where are the opportunities to gather rich data to see what really makes a loyal customer
  • Being smarter and personalising the customer experience in real time
  • How to work better with the other channels: CRM, display and onsite and overcome challenges when different teams work across different operating systems

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Stefan Petzinger

VP, EU Brand Marketing
KAYAK
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Alessandra Di Lorenzo

Chief Commercial Advertising Officer
Lastminute.com
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Andrew McClelland

Managing Director
Mirador Digital
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Cyrille Vincey

Chief Data Officer
Ve Interactive

10:00 AM - 10:20 AM KEYNOTE PRESENTATION: How can a leading hotelier digitally disrupt the travel distribution market from one hotel to another

Romain Roulleau, Senior VP eCommerce & Digital Services, AccorHotels
  • How does the launch of the first hotelier market place can disrupt the online distribution landscape?

  • Fair and new display and distribution rules: Are hoteliers able to find alternate solutions than the duopoly created by Priceline/Booking & Expedia Group?

  • Curated vs Exhaustive hotel selection: the right choice for consumers?


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Romain Roulleau

Senior VP eCommerce & Digital Services
AccorHotels

10:20 AM - 10:40 AM INTERVIEW: Predicting the technology trends that will shape the future of the online travel market

Vijayanta Gupta, Head, Product and Industry Marketing, Adobe Systems Europe Otto Rosenberger, CMO, Hostelworld
  • Identifying the trends in travel distribution and how they will alter the 2017 online revenues
  • The power of data: What areas of analytics will develop and what will they empower market participants to do?
  • Will the focus on mobile continue or are there other devices that will take over?
  • Will programmatic marketing make the impact is has in other sectors?

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Vijayanta Gupta

Head, Product and Industry Marketing
Adobe Systems Europe
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Otto Rosenberger

CMO
Hostelworld

10:40 AM - 11:20 AM Morning networking coffee break

Decoding Your Customer: The Who, What and Where?

11:20 AM - 11:40 AM Automation in Digital Marketing: Setting smarter search bids!

Anna Sawbridge, Industry Head, Travel, Google
  • Overcoming challenges with mobile and desktop attribution- how to better align and feed these models into the whole organisation to understand your whole customer base
  • Understanding the customer lifetime value through tagging customers through search and the following touchpoints in the journey
  • What are the tools that are available to monitor and analyse this and how can you effectively integrate into current systems
  • What data needs to be focused on and which APIs link to what business indicators?
  • What makes an effective model and how much impact do they really have when justifying investments and with shaping budget allocation?

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Anna Sawbridge

Industry Head, Travel
Google

11:40 AM - 12:00 PM Enhancing the digital travel experience with real-time, multi-device services and sophisticated, back end supply chain management

Jason Hancock, General Manager, EMEA, eNett International Glenville Morris, Director, Consulting & Digital Insights, MTT
  • Where does the end traveller experience begin and end in today’s hyper mobile, multi-channel world?

  • How can travel companies leverage the digital immediacy of today’s ultra-connected traveller to engage, support and delight customers at each step of their journey?

  • With numerous stakeholders in the buying process influencing customer outcomes – how can travel companies harness these opportunities and innovate throughout their business to make all the difference in loyalty and ultimately, profitability?

  • MTT and eNett International – two leading travel industry technology specialists - will outline successful strategies and quick wins to enhance the end traveller experience with real-time and personalised mobile services at every touch point of the travel life cycle through to more efficient and innovative management of your supplier chain and financial networks


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Jason Hancock

General Manager, EMEA
eNett International
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Glenville Morris

Director, Consulting & Digital Insights
MTT

Personalising the Online Experience

12:00 PM - 12:20 PM How to optimise your parth to purchase: Understanding the opportunity of ancilliary products in digital channels

Mark Brown, Vice President Sales & Client Accounts EMEA, Fusion

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Mark Brown

Vice President Sales & Client Accounts EMEA
Fusion

12:20 PM - 1:00 PM ALL STAR PANEL: Segmentation vs personsalisation - What is the answer for the optimum customer experience and successful online growth and conversion?

Andrew McClelland, Managing Director, Mirador Digital Dirk Ebbighausen, AVP, Online Sales & Digital Transformation, Luxair Nicola Rhone, Marketing Director, The Hotel Partnership Jurik Auer, Project Manager, eCommerce, Lufthansa
  • How does ROI compare with each strategy with customer retention and experience?
  • How do each strategies compare on keeping the customer on site and converting?
  • How do each integrate into current platforms and legacy systems?
  • What are the pros and cons of developing these platforms in house vs outsourcing?
  • Is there an opportunity for a balance of the two platforms?

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Dirk Ebbighausen

AVP, Online Sales & Digital Transformation
Luxair
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Nicola Rhone

Marketing Director
The Hotel Partnership
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Jurik Auer

Project Manager, eCommerce
Lufthansa
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Andrew McClelland

Managing Director
Mirador Digital

Lunch

1:00 PM - 2:00 PM Lunch

Masterclass

1:00 PM - 2:00 PM Are you agile enough for Digital Transformation?

Simon Jones, Co-founder/Director, Black Pepper
Topics:
  • Fast adaptation of IT trends
  • Getting the most out of legacy systems
  • Early RIO
Takeaways:
  • An insight into the business benefits of adopting agile methodologies
  • Benchmark your company against the industries IT challenges with excessive access to research

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Simon Jones

Co-founder/Director
Black Pepper

Masterclass

1:00 PM - 2:00 PM Future Digital Travel Opportunities – How to improve the customer experience at key travel moments with mobile services and virtual payments.

Jason Hancock, General Manager, EMEA, eNett International Glenville Morris, Director, Consulting & Digital Insights, MTT
  • What are the opportunities to improve the travel experience for today’s ultra-connected and multi-device traveller?

  • How can advances in mobile, digital travel and payments technology help you to realise the seamless, interconnected, highly personalised experience that travellers want?

  • How can these advances provide further cross-sell and up-sell opportunities for your business?

  • Join us for an interactive workshop led by Glenville Morris (MTT) and Jason Hancock (eNett International) as we identify the biggest opportunities for travel companies to drive new types of engagement, and revenues with innovative digital travel services and virtual payments.


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Jason Hancock

General Manager, EMEA
eNett International
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Glenville Morris

Director, Consulting & Digital Insights
MTT

STREAM A: Enhancing the Customer Experience

2:00 PM - 2:10 PM Chair's opening remarks

Alasdair Rambaud, SVP, Merchant Services, CardinalCommerce

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Alasdair Rambaud

SVP, Merchant Services
CardinalCommerce

STREAM B: Driving Conversion and Retention

2:00 PM - 2:10 PM Chair's opening remarks

Andrew McClelland, Managing Director, Mirador Digital

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Andrew McClelland

Managing Director
Mirador Digital

SYNERGY WORKSHOPS

2:00 PM - 2:10 PM SYNERGY WORKSHOP: The Future of UGC and Digital Competitions

Tom Huxtable, Managing Director, Wayin
Leveraging authentic user-generated content (UGC) has been a highly effective way for travel brands to engage consumers, whilst interactive competitions have always been a powerful tactic to drive engagement and incentivise participation. However, a compelling combination of the two will ultimately increase brand advocacy, drive engagement and optimise sales conversions. In this workshop you will learn how to:
  • Discover sources of brand advocacy beyond UGC
  • Encourage the creation and sharing of UGC via contests
  • Turn UGC into conversions and sales
  • Build your marketing database, whilst driving engagement and reach
  • Enhance online video campaigns and maximise results

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Tom Huxtable

Managing Director
Wayin

LEADERSHIP THINK TANK (by invitation only)

2:00 PM - 2:10 PM LEADERSHIP THINK TANK

Nick White, Group Digital Director, Thomas Cook Airlines Stephen Stuut, Chief Executive Officer, Jumio
By invitation only: This boardroom provides an exclusive opportunity for VP and C level digital and eCommerce professionals from the top European/Global airlines and hotels to meet up with like-minded peers.

This is for travel retailers ONLY- this is a chance to discuss ‘off-the-record’ the most pressing issues, share experience and talk through solutions.

Boardroom discussion: Sharing solutions and devising strategies

  • Building a cutting edge IT infrastructure and organisation that is agile and can respond to immediate digital innovation

  • Driving ‘innovation’ internally- where to start when managing new technology investments

  • What are the teams you now have to work with and how can you streamline this communication and collaboration?

  • In house vs outsourced technology investments- what are the benefits of each and how do this play into budgets of the future

  • Beyond digital: Transforming your organisation beyond the change horizon and the practical execution- what do you need to be thinking about?


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Nick White

Group Digital Director
Thomas Cook Airlines
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Stephen Stuut

Chief Executive Officer
Jumio

STREAM A: Enhancing the Customer Experience

2:10 PM - 2:30 PM Improving the online experience and driving conversion through personalised content and storytelling

Jaron Millner, Vice President, Direct Business, Finnair
  • How to integrate the digital and physical experience together
  • How do the communication channels to the guest match customer behaviour before, during and after the stay?
  • How have changes to the organisational structure helped achieve a better understanding of your customer?
  • How does this enhanced experience directly relate to loyalty and increased online revenue?
  • Practical feedback on execution- what went well and what didn’t?

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Jaron Millner

Vice President, Direct Business
Finnair
  • What are the current strategies contributing to better search and discoverability and how do they compare
  • Identifying whether you should be investing or outsourcing search capabilities: Who best to work with?
  • How to enhance mobile search and how do these approaches different to more traditional channels?

Table Topics:

Table 1: Mobile app marketing
- how does this compare to conventional search marketing strategies? Maria Casaramona, Head, App Marketing, trivago

Table 2: Identifying new search engine marketing strategies that can be effectively attributed. Michael Felis, CMO, myDriver (part of Sixt)

Table 3: Evaluating search and traffic marketing to gain an end to end understanding of your customer behaviour. Bijal Jaffer, Manager, Digital Development & eCommerce Manager, UK & Ireland, Royal Caribbean

Table 4: How to fly high with mobile attribution and marketing analytics Paul Wright, Country Manager, UK, AppsFlyer

Table 5: What does a best in class ancillary strategy look like? Mark Brown, Vice President Sales & Client Accounts EMEA, Fusion
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Bijal Jaffer

Digital Development & eCommerce Manager, UK & Ireland
Royal Caribbean International
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Mark Brown

Vice President Sales & Client Accounts EMEA
Fusion
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Michael Felis

CMO
myDriver (part of Sixt)
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Paul Wright

Country Manager, UK
AppsFlyer
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Maria Casaramona

Head, App Marketing
trivago

SYNERGY WORKSHOPS

2:10 PM - 2:30 PM Stream continues

LEADERSHIP THINK TANK (by invitation only)

2:10 PM - 2:30 PM Stream continues

  • Digital vs human interaction: How to strike the right balance for your customers and identify when digital is really needed and adds value
  • How can you evaluate and execute this?
  • What are the best ways of tracking customer touchpoints and how can you use this information to personalise messaging and online offerings
  • An overview of the current technologies currently being evaluated by the travel industry to improve the customer experience: Oculus Rift, wearables, Apple TV etc.

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Richard Twynam

Managing Director
Azamara Club Cruises
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Fergus Boyd

Group Director/VP of Digital & IT
Yotel
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Aaron Ritoper

Strategic Partnerships Director, EMEA and APAC
Sojern
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Neil Roberts

Head, Digital
Eurostar
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Alasdair Rambaud

SVP, Merchant Services
CardinalCommerce
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Andy Peck

CEO
Trusted House Sitters

STREAM B: Driving Conversion and Retention

2:30 PM - 3:05 PM Stream continues

SYNERGY WORKSHOPS

2:30 PM - 3:05 PM Stream continues

LEADERSHIP THINK TANK (by invitation only)

2:30 PM - 3:05 PM Stream continues

STREAM A: Enhancing the Customer Experience

3:05 PM - 3:25 PM The Future of CX in travel: exceeding the demands of the digital traveler

Sergio Iacobucci, Head,Travel, Qubit Joe Tinston, Director, eCommerce, onefinestay

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Sergio Iacobucci

Head,Travel
Qubit
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Joe Tinston

Director, eCommerce
onefinestay

STREAM B: Driving Conversion and Retention

3:05 PM - 3:25 PM INTERVIEW: Listening to your customer: Optimising the online journey with customer feedback and analytics

Andrew McClelland, Managing Director, Mirador Digital Daniel Rounds, Business Development Manager, Usabilla Tjard Reimann, Global UX, Digital Design & Optimisation Manager, STA Travel

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Andrew McClelland

Managing Director
Mirador Digital
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Daniel Rounds

Business Development Manager
Usabilla
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Tjard Reimann

Global UX, Digital Design & Optimisation Manager
STA Travel

SYNERGY WORKSHOPS

3:05 PM - 3:25 PM Stream continues

LEADERSHIP THINK TANK (by invitation only)

3:05 PM - 3:25 PM Leadership Think Tank Drinks Reception

(exclusive only to those attending this track)


Afternoon break

3:25 PM - 4:05 PM Afternoon networking and coffee break

Break

LEADERSHIP THINK TANK (by invitation only)

3:25 PM - 4:05 PM Drinks Reception continues

STREAM A: Getting Omni-Channel Right

4:05 PM - 4:05 PM DISCUSSION PANEL: What are the right tools and approaches to get a true 360⁰ view of your customer’s purchasing behaviour?

Alasdair Rambaud, SVP, Merchant Services, CardinalCommerce Eugen Triebelhorn, Head, Business Development, GetYourGuide Satyan Joshi, Business Leader, Hotel Ads, Google Robert Booth, Senior Product Manager, Customer Data & Accounts, Hotels.com
  • How to build a test team that can accurately monitor cross channel activity and work better with other teams to share data and improve communication
  • Developing a good data management and campaign management tool to monitor search data to build a complete understanding of your customer journey
  • Effectively linking CRM data to cross channel and cross-device marketing
  • Evaluating the complete customer lifecycle and building the data to allow them to create a long term experience

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Eugen Triebelhorn

Head, Business Development
GetYourGuide
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Satyan Joshi

Business Leader, Hotel Ads
Google
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Alasdair Rambaud

SVP, Merchant Services
CardinalCommerce
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Robert Booth

Senior Product Manager, Customer Data & Accounts
Hotels.com

STREAM B: Driving Conversion and Retention

4:05 PM - 4:40 PM CASE STUDY REVOLUTION: Evaluating the online search behaviour of millennials to map how they engage with products and drive improved conversion

Terri Scriven, Industry Head, Hospitality, Google
  • How are millennials engaging and sharing opinions with the internet, social media and mobile devices
  • How does this alter advertising strategies compared to conventional advertising that worked in the past
  • What are the creative opportunities through cross channel that brands need to implement to ensure engagement
  • Evaluating the use of data mining in real time and what tools are available to do this
  • Improving app search in google to improve lead generation for this cohort

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Terri Scriven

Industry Head, Hospitality
Google

SYNERGY WORKSHOPS

4:05 PM - 4:40 PM SYNERGY WORKSHOP for Airlines: How can effective personalisation enable airlines to better respond to customer needs, strengthen customer loyalty and drive online revenue?

Jurik Auer, Project Manager, eCommerce, Lufthansa
  • Where does personalisation begin for airlines? Identifying the touch points of the end-to-end travel experience
  • What personalisation tools are available?
  • How can effective personalisation enable airlines to respond better to the customers’ need, increase customer satisfaction and drive higher productivity at the same time
  • What is the effect of a personalised service vs. a personalised product?
  • How to effectively work with ancillary service to ensure the personalisation feeds into product delivery


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Jurik Auer

Project Manager, eCommerce
Lufthansa

STREAM A: Getting Omni-Channel Right

4:40 PM - 5:05 PM INTERVIEW: Overcoming cross-device complexity to provide the consistent and desired customer experience needed in 2017

Samuel Lacarta, Director, Digital Marketing, Vueling Airlines
  • Identifying where the customer interacts and what is the relevant data that needs to be collected
  • Analysing what devices are involved and understanding their value and use in the customer journey
  • What messages work and don’t work on specific devices and how can you tailor them to drive purchase?
  • What are the biggest challenges with consistency cross-device and how to overcome this?

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Samuel Lacarta

Director, Digital Marketing
Vueling Airlines

STREAM B: Driving Conversion and Retention

4:40 PM - 5:05 PM Increasing the value of every customer interaction: How to transform your digital customer experience through effective channel management, superior data analysis and greater personalisation

Nick White, Group Digital Director, Thomas Cook Airlines
  • What are your customer experience?
  • How can the right tools enhance the value of your digital channels with customer insight, market segmentation and competitor insight?
  • How does effective data analysis translate to opportunities to better manage costs and increase online sales?
  • How to find the right balance between customer expectations and organisational priorities: Cost and ease of use, engagement and reach and potential for additional revenue?

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Nick White

Group Digital Director
Thomas Cook Airlines

SYNERGY WORKSHOPS

4:40 PM - 5:05 PM Stream continues

STREAM A: Getting Omni-Channel Right

5:05 PM - 5:35 PM Sharing Economy: Helping More People to Travel

Andy Peck, CEO, Trusted House Sitters
  • Satisfying consumer needs to overcome common barriers to travel
  • Understanding how the Sharing Economy can increase travel bookings
  • Building a great online reputation within the digital age for competitive advantage
  • Unlocking the ideal partnership with the Sharing Economy: a case study

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    Andy Peck

    CEO
    Trusted House Sitters

    STREAM B: Driving Conversion and Retention

    5:05 PM - 5:35 PM Disruption innovation: Pushing data and technology change

    Hugh Aitken, Director, Skyscanner
    • How to overhaul traditional methods of data analysis that are now unreliable and irrelevant
    • Becoming agile to shifts in the marketplace with the rapid evolution of data analysis
    • Predicting the future: What KPIs in data you really need to analyse

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    Hugh Aitken

    Director
    Skyscanner

    STREAM A: Getting Omni-Channel Right

    5:35 PM - 5:40 PM Chair's closing remarks

    Alasdair Rambaud, SVP, Merchant Services, CardinalCommerce

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    Alasdair Rambaud

    SVP, Merchant Services
    CardinalCommerce

    STREAM B: Driving Conversion and Retention

    5:35 PM - 5:40 PM Chair's closing remarks

    Andrew McClelland, Managing Director, Mirador Digital

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    Andrew McClelland

    Managing Director
    Mirador Digital

    5:40 PM - 11:59 PM Networking drinks reception