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Innovative retail approaches and action plans to exploit strategic 

25 market & 26 September opportunities 2012 | in Hotel challenging Metropole times | Brussels 

Registration 

Fax +34 91 535 9804 | Phone +34 91 535 7087 | Email autoretail@engspain.com 

An E.N.G. summit 

E.N.G.’s 13th Senior Executive Summit 

Automotive RetAil & distRibution 

Automotive CRm & mARketing 

exCellenCe 

With leading senior executive speakers including 

Ed Goedert 

President 

20 & 21 March 2013 | The Hotel | Brussels 

Racing towards growth with action instead of reaction 

A period of significant economic, environmental and social change 

is reshaping the global automotive industry. Recent trends call 

for long-term thinking and strategic short-term action. it is vital 

that the industry balance oem interest, needs of the dealer and 

customer demand. it is time for crisis to create opportunity. 

A new approach must be taken to proactively meet the desires of a 

changing consumer and marketplace. new models of retailing that 

innovate the network and maximise aftersales revenue must be 

atop the agenda for retailing executives in 2013. 

Paolo Colurcio 

General Manager – Retail Network 

Development and Customer Quality 

Thomas Zuchtriegel 

Project Lead Brand Innovations 

Bernard Lycke 

Director General 

Thomas Viehweg 

Vice President Strategy & Business 

Development, Marketing, Sales & 

Service 

Gold Sponsors 

Holger Bergmann 

Customer Service Director (GER) 

Andrew Curley 

Group Marketing Manager Electric 

Vehicles 

Pieter van Rosmalen 

Global Vice President Retail Networks 

Solutions 

Tom Ring 

Director Retail Network Development 

this event has been designed to address the following key 

issues: 

• Adapting to the demands of the future dealer network 

• Coping with risk in a fluctuating market 

• Creating a value chain from headquarters to dealer to consumer 

• Success drivers in your aftermarket network 

• Innovating the traditional retail model to increase return on 

investment 

Please join us for our 13th annual event in brussels. High level 

presentations, interactive debates and the chance to network with 

over hundred of your peers, make this an event you won’t want to 

miss. 

Nick Campolucci 

Head of Dealer Development 

Niek Hertsenberg 

Business Development Director 

Jörg Höhner 

Managing Director EMEA 

Petr Kraus 

Automotive Institute for Management 

Alexandre Goy, 

Head of Global 

Distribution Strategy 

Ayoul Grouvel, 

Head of Electric Vehicles and Mobility 

Projects 

Giorgio Elefante 

European Automotive Retail Leader 

Greg Linsler, Senior Manager 

Martin Zehner 

Head of Aftermarket 

Piet-Jan Van Gerwen 

Director Commercial Business 

Development EMEA 

Exclusive Insurance Partner

08:00 Registration and welcome coffee 

08:45 Opening remarks from E.N.G. and the Chair 

Giorgio Elefante, European Automotive Retail Leader 

PwC 

09:00 Case study 

The challenge of establishing a win-win situation 

between dealers and manufacturers 

3 Reconsidering the main criteria for dealer selection 

3 Improving strategic planning: Aligning manufacturer’s goals with 

dealer network objectives 

3 Identifying the most successful business models for the OEMdealership 

relationship 

3 Regional networks: Recognising the potential of location specific 

market strengths, competitor’s threats and outstanding network 

optimisation opportunities 

Tom Ring, Director Retail Network Development 

KIA 

09:45 Case Study 

Managing dealer risk based on market need 

3 Developing responses and being pro-active: What are the best 

practice activities to share? What should be avoided? 

3 Implementing immediate action plans to secure the functionality 

of the sales network 

3 Scenario planning: How much longer can your dealer endure the 

economic slowdown if it continues? 

3 The OEM’s role when it comes to determing the impact of dealer 

failure on the business as a whole 

Paolo Colurcio, General Manager – Retail Network 

Development and Customer Quality 

NISSAN 

10:30 Networking coffee break 

11:00 Case Study 

The voice of the dealers - An update on the latest 

challenges for dealers created by European regulatory 

framework 

3 Evaluating the influence of the new sales law regulation (effective 

1st June, 2013) on European car dealers 

3 Reviewing the outcome of the changes in the competition law 

3 CECRA’s initiative to defend and protect dealers’ interests on a 

European level and its support on a national level 

3 Analysing the European Commission’s recommendations 

regarding horizontal and sector specific solutions 

3 What does this mean for OEMs ? 

Bernard Lycke, Director General 

CECRA 


Discussing the dealer’s point of view : Using the 

current climate as opportunity for true retailing 

change 

3 Focusing on quality: Setting up a centre of excellence 

3 Making single-brand versus multi-brand choices based on 

revenue potential instead of convenience 

3 Developing new strategies to predict and react to small and 

large market changes 

3 Exiting shortterm emergency mode and returning to long-term 

strategic growth 

Ed Goedert, President 

AUTOPOLIS 


The strategic importance of warranty programmes in 

driving sustainable profit and customer retention 

[Reserved for MAPFRE wARRANTY] 

12:50 Lunch 

Automotive Retail & Distribution, Day One: Wednesday 20 th March 2013 

14:00 Panel debate - Insightful trend watchin 

Whats next? Between crisis and recovery: Surviving 

the crisis with action instead of reaction 

Fresh solutions are required to compete during challenging 

times and will lead the way to a reorganisation of the automotive 

landscape in Europe. Based on the main conclusions from the 

opening session a debate will analyse a more practical direction 

to address the challenges faced on a microeconomic level. 

The following discussion shall serve as a communication 

platform between OEMs, dealers and industry experts. 

Issues to be discussed include: 

3 What are the most effective solutions to move unwanted stock 

and manage shrinkage in capacity? 

3 The controversial issue of a call for governmental help 

3 Closing production lines and how to deal with political 

resistance 

3 Further industry consolidation versus collaboration? 

3 Feedback from dealers on current initiatives taken 

Facilitator: 

URBAN SCIENCE 

Panellists: 

Martin Zehner, Head of Aftermarket 

HYUNDAI MOTOR EUROPE 

Tom Ring, Director Retail Network Development 

KIA 

15:00 Strategic insight 

Strategy and business development of a multi-brand 

dealer group 

3 Optimising your portfolio by adding high growth brands 

3 What are dealer groups looking for and what can OEMs do to 

increase business with them? 

3 Cross-border business planning 

3 Exploiting the used car market business as an alternative to 

expansion through merger and acquisition during economic 

downturn 

Niek Hertsenberg, Business Development Director 

AUTOBINCK 


16:15 Partner track 

Automotive trends and digital opportunities: Thinking 

towards a multi-channel communication model 

3 Leveraging your company’s unique selling proposition in the 

online market 

3 Social media as a business transaction tool: From an advertising 

base to an effective exchange tool 

3 Closing the gap between customer expectations and traditional 

dealership communication approaches 

Piet-Jan Van Gerwen, Director Commercial Business 

Development EMEA 

RAYTHEON PROFESSIONAL SERVICES 

16:35 Presentation and workshop 

The road to service excellence: Delighting customers 

in automotive retailing 

Positively exceeding customers’ expectations through excellent 

service performance is essential for long-term success. In 

times of a decreasing demand and an increasing competition, it 

becomes even more vital for automotive retailers to delight their 

customers. During this workshop the results of a current study 

on the relecvance and state of service excellence in automotive 

retailing will be presented and discussed. Key issues that will be 

addressed include: 

3 Which factors influence service excellence in automotive 

retailing? 

3 What are the roles of OEMs and retailers in achieving service 

excellence? 

3 How should service excellence programmes be designed? 

Petr Kraus, Automotive Institute for Management (AIM) 

EBS BUSINESS SCHOOL 

17:35 Closing remarks from the chair 

19:30 Networking dinner at Kwint for all E.N.G. guests 

sponsored by 

To register fax registration form to +34 91 535 9804 or email to autoretail@engspain.com - For more information +34 91 535 7087 or visit www.engspain.com

Automotive Retail & Distribution, Day Two: Thursday 21 st March 2013 

08:15 Registration and welcome coffee 

08:45 Opening remarks from E.N.G. and the Chair 

URBAN SCIENCE 


Volume vs. Premium? - The only way is up! 

3 Volvo’s decision to move upwards rather than compete with 

volume brands 

3 A close-up on a successful product and brand story 

3 Exploiting new brand positioning strategies 

3 The impact on your dealer network: A corporate identity 

programme that creates a seamless customer journey (Volvo 

Next Face) 

3 Optimising sale support through modern sales lead tools 

Thomas Viehweg, Vice President Strategy & Business 

Development, Marketing, Sales & Service 

VOLVO 


Planning the “unplannable” Aftersales and spare 

parts as strategic retail opportunity 

3 How to address the challenges of an automated cross-border 

service parts supply and learn from the leaders 

3 Evaluating the main success factors: Delivery capacity, flexibility 

and delivery times 

3 Optimising the logistics supply chain: Estimating customers’ 

demand to minimise stock and limit inventory costs 

3 Identifying potential bottlenecks and developing an individual 

action plan 

Holger Bergmann, Director Customer Service (GER) 

JAGUAR & LAND ROVER 

10:30 Partner presentation 

Aligned Customer Framework 

3 The future of car retail - new business model 

3 Challenges facing retailers in exceeding the expectations of 

today’s elusive customer 

3 Integration of brand and dealer network strategies 

3 Human capital – talent recruitment and management as key 

success factor 

3 Power of big data in driving future business 

Pieter van Rosmalen, Global Vice President Retail 

Networks Solutions 

MSX INTERNATIONAL 



Flagship stores: Brand identity, emotion and customer 

experience in the showroom 

3 The new city retail approach: Combining digital product 

presentation and personal contact helps re-invent the showroom 

in limited city space 

3 Focusing on the emotional aspect of the relationship between 

cars and consumers in store 

3 Moving from a transactional method of selling based on product 

knowledge to providing customer experience 

3 How can car-free dealerships amplify the proximity to the 

customer and transform the classic role of a sales executive to a 

customer relationship manager? 

3 What characteristics qualify the ideal dealer partner for a flagship 

store? 

Thomas Zuchtriegel, Project Lead Brand Innovations 

AUDI 


Evolution of customer feedback management 

3 Business case for real-time issue resolution solutions 

3 Best practices in Voice of the Customer programmes 

3 Actionable intelligence resulting in a better customer experience 

and increased customer loyalty 

3 Discovering processes and technologies that will drive nextgeneration 

customer experience 

Jörg Höhner, Managing Director EMEA 

VITAL INSIGHTS 

13:00 Lunch 

14:15 Panel discussion 

Alternative powertrains: Moving from green PR to an 

integrated component of the retail offering 

3 Making electric and hybrid a priority from top management to 

junior sales staff 

3 Determining why alternative powertrain systems are falling 

behind schedule 

3 Discussing unresolved issues affecting aspiring green 

technologies 

3 Compared with gasoline and diesel, is an electronic powertrain 

really greener? 

3 Illustrating how electric vehicles and hybrid cars can be 

integrated within the existing sales strategy 

Facilitator: 

Greg Linsler, Senior Manager 

PWC 

Thank you 

Panellists: 

Ayoul Grouvel, Head of Electric Vehicles and Mobility 

Projects 

PSA PEUGEOT CITROëN 

Andrew Curley, Group Marketing Manager Electric Vehicles 

OPEL 

Petr Kraus, Automotive Institute for Management (AIM) 

EBS BUSINESS SCHOOL 


Retail Experience – Manufacturer and dealer working 

together to address changing customer needs 

3 Adapting your business to a new shorter physical sales process 

A close-up on the Honda Retail Experience Project that deals 

with information, customer flow, dealer processes and employee 

motivation 

3 Emotional intelligence and its relationship to great sales 

performance 

3 What drives customer loyalty from the showroom visit? 

Nick Campolucci, Head of Dealer Development 

HONDA 


Finished vehicle logistics: Managing complexity and 

expansion of the distribution network 

3 Outlining the major obstacles to overcome while coordinating a 

global logistics network 

3 Understanding the needs of manufacturers and dealers 

3 Managing damage-free delivery from assembly plant through to 

your regional distribution hubs 

3 Balancing functionality, flexibility and costs 

Alexandre Goy, Head of Global Distribution 

Strategy 

PSA PEUGEOT CITROëN 

16:30 Closing remarks from the chair and E.N.G. 

Close of the conference followed by farewell networking 

coffee 

E.N.G. would like to thank all who have assisted with the research and 

preparation of this event. In particular the speakers, sponsors and media 

partners who have supported the event through direct contribution. For 

further information, please refer to our website www.engspain.com 


Automotive Retail & Distribution 13th Annual, 20 th & 21 st March 2013 

Attendees at our previous automotive summits include 

Head of Dealer Network 

Development 

FERRARI 

Vice President - Managing 

Director Benelux 

ADP 

Chief Executive Officer 

ALCOPA / FIDENCO 

Director 

AUDI (UK) 

Director Business 

Development 

AUTOBINCK 

Vice President Development 

VOLVO TRUCKS 


AUTOPOLIS 

Managing Director 

AVAG HOLDING 

Director Retail 

BERTEL O. STEEN 

Group Marketing Director 

Sales Strategies 

BMw 

Testimonials 

Senior Vice President 

Development, Finance 

and Controlling Sales 

Organisation 

DAIMLER 


CARDOEN 

Multi Channel Distribution 

Manager 

CATERPILLAR 

Director Aftermarket 

CLEPA 


D’IETEREN 

Manager Dealer 

Development 

DAF TRUCKS 

Business Line Management 

BMw 

Director of Operations, Bus 

DAIMLER 

Board Member, Director 

Stock & Pricing 

AAA AUTO 


FIAT 

E.N.G. conferences are a good opportunity 

to network and gain connections with other 

companies 

Vice President Retail Development 

RENAULT TRUCKS 

Networking Dinner 

Director Network Strategies 

FIAT 


FIDENCO 

Director, Retail Experience 

GENERAL MOTORS 

Executive Director Central, 

Eastern Europe and Russia 

GENERAL MOTORS 

Vice President Strategic 

Projects & Managing 


HERTZ 

Head of Network 

Development 

HYUNDAI MOTOR 

EUROPE 

E.N.G. would like to invite delegates, speakers and sponsors to join us 

for a networking dinner in a relaxed atmosphere to discuss the issues of 

the day, exchange ideas and make future contacts. 

This evening will provide you with ample opportunity to network with 

your peers while enjoying a good glass of wine. Dinner will take place at 

Kwint www.kwintbrussels.com 

Hear 

Investigate 

Translate 

Increase 

Network 

experts analyse the current economic climate and 

its impact on the automotive industry 

ways to link dealers’ needs with OEM interest 

experience competitor’s into your own 

strategies 

your bottom line with clear strategic insight 

with over a 100 European industry experts and 

retail innovators 

Head of European Dealer 

Development 

HYUNDAI MOTOR 

EUROPE 

Director Sales and 

Marketing, Automotive 

IBS AUTOMOTIVE 

Director - Retail Property 

Investments 

INCHCAPE 

Hotel Info 

Head of Dealer Network 

Development 

LAMBORGHINI 

Director Business Strategy 

& Development 

SCANIA 

Director, Retail Strategy & 

Customer Service 

JAGUAR / LANDROVER 

Financial Director Car 

Import 

KROYMANS 

CORPORATION 

Deputy General Manage 

NISSAN OTOMOTIV 


UNICARS VOLKSwAGEN 


SARACAKIS BROTHERS 

Group Director Wholesale 

PON’S AUTOMOBIEL 

HANDEL 

General Manager Loyalty 

Sales and Marketing 

NISSAN EUROPE 

President & CEO 

ROLF GROUP OF 

COMPANIES 

Global Director of After 

Sales 

SEAT 

Vice President Product 

Manager 

INFONIZER 

Head of Distribution 

Strategy 

PSA PEUGEOT CITROEN 

Managing Director 

SUZUKI BELGIUM 

Director of Sales 

VOLVO 

Business Line Management 

BMw 

Assistant General Director 

for Strategic Development 

AUTOCOMMERCE 


MACADAM 

Director of Restructuring 

KPMG 

DEUTSCHETREUHAND 

An important moment to understand the status 

and development of the automotive retail 

business 

Network Development Director International 

Operations 

FIAT 

Enjoy Brussels from The Hotel that offers the most. Admire stunning 

views across the city from the tallest building in town - 27 stories that are 

94 metres high. No other hotel has such a combination of 

magnificentviews, smooth connections and sophisticated facilities. 

Discovering 

Exploring 

Discussing 

Evaluating 

Maximising 

innovative approaches to help reshape 

your dealer network 

new retail channels, strategies and formats to 

keep pace with automotive trends 

best practices to integrate green 

vehicles within the existing sales strategy 

opportunities emerging from 

market change 

retail revenue streams to increase 

m a r k e t s h a re 


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Date Signature 

Conference Fee 

2 Day Conference Fee 

Documentation Only 

Automotive Retail & Distribution, 20 th & 21 st March, Brussels 

Automotive Retail & 

Distribution 13th Annual Summit 

I agree with the Terms & Conditions 

This booking is invalid without a signature 

3 Groups of 3 or more booking on the same date will receive 

a discount of 10% 

* To qualify for discounts, these conditions apply: 

3 All delegates to be registered on the same form(s), at the same time. 

3 Delegates must be from the same company 

Discounts are not reimbursed for previously purchased tickets. 

Prices include the conference documentation, lunches, refreshments, the networking 

reception and service charge but exclude hotel accommodation. VAT is charged at 21%. 

Methods Of Payment 

Please charge my credit card 

Card holder’s name 

Card no. 

MasterCard/VISA 3 DIGIT CIC 

AMEX 4 DIGIT CIC 

Expiry Date (mth/yr) Signature 

e1995.00 + VAT 

e545.00 

last 3 digits, back of card 

4 digits, front of card 

For other payment options please contact E.N.G. at +34 91 535 7087 

Payment is required within 5 days. Please quote SP79 as reference. 

Hotel Accommodation 

The conference fee does not include accommodation rates. Upon 

receipt of your signed registration form you will receive an email with 

information on how to secure your accommodation at The Hotel. Please 

note that after the 8th of March 2013 rooms and rates will be subject to 

availability. 

Gold Sponsors 

Crystal Sponsor 

Business Opportunities 

A limited amount of exhibition space is also available at the forum. 

Sponsorship opportunities covering luncheons, evening receptions and 

advertising in documentation packs are also available. For further 

details please contact: 

Pam Walter, Business Development Manager 

+41 44 586 4590 

pwalter@engspain.com 

To Register 

E-mail: autoretail@engspain.com 

Fax: +34 91 535 9804 

Tel: +34 91 535 7087 

Exclusive Insurance Partner 

Who Should Attend 

This programme has been researched extensively and convened with 

the cooperation of senior executives responsible for Automotive retail 

and network performance. The executives that will realise the greatest 

benefit through attendance are: 

Chief Executive Officers, Executive Vice Presidents, Senior Vice 

Presidents, Chief Operating Officer, Directors and Heads of 

3 Retail and Dealer Network 

3 Network Development and Distribution Strategy 

3 Legal Departments 

3 New Business Development and Improvement 

3 Aftersales: Parts, Services and Finance 

3 Finished Vehicle Logistics 

3 Brand and Retail Management 

3 Corporate Strategy and Planning 

Dinner sponsor 

Confirmation You will receive an email outlining the details two weeks before 

the event. For any further information please contact the Operations department 

at E.N.G. 

Terms & Conditions By completing this registration form, I/we (the delegate/s) 

hereby agree to the following 

Cancellations 

E.N.G. will not be able to mitigate its losses for any less than 50% of each 

individual delegate registration, even if cancelled within 1 day after booking. 

Cancellations must be received by mail, fax or email three weeks before the 

conference. In case of cancellation thereafter the full conference fee is payable. 

No credit note will be issued if cancellation is received 3 weeks or less prior to an 

event. Delegate substitutions are welcome at any time prior to the dates of the 

conference. 

If for any reason E.N.G. decides to amend or to cancel the conference, E.N.G. 

is not responsible for any costs and/or damages, such as covering airfare, hotel 

and/or other costs incurred by delegates. In the event that E.N.G. cancels the 

conference, E.N.G. reserves the right to provide a credit of an equivalent amount 

to another conference within the same sector. 

E.N.G. does not bear responsibility for any conference/programme amendments 

and/or cancellations, such as speaker cancellation. E.N.G. also reserves the right 

to change the programme as it sees fit. E.N.G. does not provide refunds due to 

programme changes and cancellations. E.N.G. reserves the right to refuse at its 

discretion delegates and companies wishing to attend or register for any of its 

events. 

Data 

E.N.G. is allowed to pass on your delegate details to other companies who wish 

to communicate with you. If you do not wish to receive information from other 

companies, please contact us at info@engspain.com or +34 91 535 7087.

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