Programme at a Glance 

September 20 Tuesday	Morning session
	Plenary Opening Session
	Afternoon session
	Session 1	Session 2	Session 3	Session 4
	International Smart Metering Experiences	Emerging Technologies for T & D Metering	Metering for Distributed and Renewable Generation	Should we Cut Off Bad Payers?
September 21 Wednesday	Morning session
	Session 5	Session 6	Session 7	Session 8
	(De)regulation Barriers and the Impact on Energy Industry Processes	Communications & Infrastructure	Energy Efficiency & Energy Management	Managing Customer Information
	Afternoon session
	Session 9	Session 10	Session 11	Session 12
	Metering Regulatory Framework	Meter Data Management Operations	Demand Response Management, Metering & Profiling	Optimising Billing Processes
September 22 Thursday	Morning session
	Session 13	Session 14	Session 15	Session 16
	Outsourcing Strategies	From AMR to AMM: The Business Case Challenge	How to Earn Money with Home, Building Automation & Metering	Trends in Utility Customer Management
	Afternoon session
	Plenary Closing Session Innovative Solutions for Next Generation Utilities Klaus Heimann, SVP, Head of IBU Utilities, SAP AG, Germany

Keynote Session
Chairman/Moderator: Oscar Arnedillo, Director General for Spain, NERA Economic Consulting, Spain  Back
10.30 - 10.35		Welcome Frank de Kruijff, Managing Director, Synergy, The Netherlands
10.35 - 10.40		Introduction by the Chairman Oscar Arnedillo, Director General for Spain, NERA Economic Consulting, Spain
10.40 - 11.00		Palancas de Cambio y Nuevos Desafíos en la Evolución Tecnológica, Funcional y Reglamentarias de la Medida en Clientes Industriales y Domésticos Industrial and Residential Metering: Drivers and New Challenges in the Evolution of Technology, Functionality and Regulation Javier Villalba Sánchez, General Manager, IBERDROLA Distribución Eléctrica SAU, Spain
11.00 - 11.20		La Importancia de la Telemedida en la Gestión del Suministro en el Sistema Gasista Español Telemetering - a Key Issue for Supply Management in the Spanish Gas System Antoni Peris Mingot, General Manager Transmission and Distribution, GAS NATURAL, Spain
11.20 - 11.40		La Red Eléctrica Inteligente Intelligent Electric Network José Luis Marín López-Otero, General Manager, ENDESA RED, Spain
11.40 - 12.00		La Estrategia Energetica Catalana Energy Strategy of Catalonia Josep Isern, General Manager of Energy, Generalitat de Catalunya, Spain

International Smart Metering Experiences
Session 1
Chairman: Ralf Hoffmann, Journalist, Germany Smart metering projects are the latest trend in the European utility industry. From countrywide installations of millions of devices in Italy to pilot installations in Spain, Benelux and Germany to many regulatory-driven projects in Scandinavia, almost everybody is in action today. This session will offer an overview of the main drivers of smart metering projects in Europe, the lessons learned and - after all - the questions left to be answered. It will start with a pan-European view on the topics and add visions and results from overseas projects.  Back
14.30 - 15.00		Metering Turnaround From a Pure Technology Focus to Process Driven Solutions Ralf Hoffmann, Chief Editor, METERINGautomation Magazine, Germany
15.00 - 15.30		Large Scale AMR Roll Out Erik Nordgren, Head of AMR-Project, Vattenfall Eldistribution AB, Sweden
15.30 - 16.00		Update on the Progress and Results of the ENEL Telegestore Project Sergio Rogai, Chief Technical Officer Metering Systems, ENEL Distribuzione, Italy
16.00 - 16.30		Coffee Break
16.30 - 17.00		Sydvest Energi Invests in Customer Service and Efficiency in Operations Kaj Kibsgaard, Project Manager, Sydvest Energi, Denmark and Kim Norgaard, Enermet Oy, Finland
17.00 - 17.30		Smart Meter Implementation in Ontario, Canada: Issues, Challenges and Opportunities Shane T. Pospisil, President and Chief Executive Officer, Ontario Energy Association, Canada
17.30 - 18.00		Metering Competition within the Australian Regulatory Framework Maria Cugnetto, Technical Consultant, Cugnetto Consulting, Australia
18.00 - 19.00		Spanish Welcome Reception offered by

Emerging Technologies for T&D Metering
Session 2
Chairman: Enrique Ramos, Metering Solution Manager, Telvent, Spain In this session we will have the opportunity to learn about different AMR technologies, different communications infrastructures and the integration of AMR applications with utility T&D operation services such as Distribution Automation and gas metering applications. This is a session that focuses more on the technology than the business case, but it does explain the state-of-the-art technologies in AMR/utility operation integrated applications. For example: Linking AMR with SCADA systems Using low/medium voltage communication infrastructure Gas metering: technology and large scale roll-out  Back
14.30 - 15.00		Automation of Metering Data Processing for the High Voltage Grid in Serbia Montenegro Igor Jurisevic, Metering Manager EMC, JP ELEKTROMREZA SRBIJE, Serbia and Montenegro and Helmut Ratzenhofer, General Manager, GÖRLITZ Austria, Austria
15.00 - 15.30		Linking MV-LV for a Full SCADA-Metering System Antonio Hidalgo, R&D Director Telvent Energia & Medioambiente, Spain
15.30 - 16.00		A Real-Time Metering Information System Supporting Shippers in Hourly Balancing Anne Boer, Senior Advisor, Gas Transport Services, The Netherlands
16.00 - 16.30		Coffee Break
16.30 - 17.00		How Customers can Benefit From New Metering Technologies - A Business Case in Bilbao, Spain Nicolas Arcauz, Meter Reading Manager, IBERDROLA and Fernando Calvo, Sales Manager, ZIV Medida, Spain
17.00 - 17.30		Evolution of Metering Systems for the UK Competitive Market Colin Shoesmith, Managing Director, NGT Metering, UK
17.30 - 19.00		Spanish Welcome Reception offered by

Metering for Distributed & Renewable Generation
Session 3
Chairman: Simon Coombs, Associate Partner, Accenture, UK Distributed and renewable generation is becoming an ever more important issue for utilities in order both to meet their environmental obligations and optimise their return on network assets. Metering plays an important role in supporting these activities and their more complex information needs. In this session we bring together an excellent group of speakers from different countries and industry roles across Europe. They will explain how metering is being used to support different types of renewable generation from wind farms to gas co-generation, and thus enable different customer offerings.  Back
14.30 - 15.00		The Impact of Distributed Energy Sources on Metering Martin Görlitz, Renewable Energy Foundation, Germany
15.00 - 15.30		Profiling Embedded Generation Exports - Results from the UK John Parsons, Senior Project Manager, BEAMAenergy, UK
15.30 - 16.00		Tracking Wind Farm Output in Real Time (Forecasting) Gerardo González, Expert Wind Production Forecasting, Red Eléctrica de España, Spain
16.00 - 16.30		Coffee Break
16.30 - 17.00		EU Overview of Meter Configuration in Relation to Renewable Energy Systems Ion Lungu, Director Electricity Supply and Dan Apetrei, Metering Engineer Electrica S.A., Romania
17.00 - 17.30		Metering in Cogenerators with Multiple Connecting Lines to the Grid Emilio Ares, Electrical Engineer, Endesa and Angel Orcajada, Marketing Manager, ZIV Medida, Spain
17.30 - 19.00		Spanish Welcome Reception offered by

Should we Cut Off Bad Payers?
Session 4
Chairman: Willy Bergstrøm, Manager Customer Interaction Center, NESA A/S, Denmark Debt collection has always been a challenging task in all utilities. As it is very difficult to identify whether non-payment by consumers is caused by the inability to pay, or sheer bad will, it is also very difficult to choose the best tool to collect the debts. The evolution of the free market adds a new dimension to the issue, as the number of players is increasing and the focus on individual brands is growing. When we add the political call for private enterprises to demonstrate social responsibility, it becomes clear that there is a need for change in the way debts are collected.  Back
14.30 - 15.00		European Overview: Italy, Germany, France Dirk Briese, Managing Director, trend:research GmbH, Germany
15.00 - 15.30		Preventing Debt and Disconnection - the Review Adam Scorer, Director of Campaigns, Energywatch, UK
15.30 - 16.00		Why cut off Bad Payers when you can do it the Prepay Way? Speaker to be announced
16.00 - 16.30		Coffee Break
16.30 - 17.00		Benefit from an Evolving Collections Landscape for Water Utilities Andrew Moore, Business Consultant, Target Group, UK
17.00 - 17.30		Comparison in Credit Collections Strategies in Water and Energy Utilities Peter Robinson, Sales and Marketing Manager, UBM Ltd., UK and Alan Millard, Debt Collection Development Manager, Thames Water, UK
17.30 - 19.00		Spanish Welcome Reception offered by

(De)regulation Barriers and the Impact on Energy Industry Processes
Session 5
Chairman: Guus Versmissen, Director Business Development Europe, KEMA, The Netherlands In all countries with power sector deregulation, rules and regulations are imposed for the network business, metering, reconciliation etc. Are these rules barriers for the power industry? What are the impacts on energy industry processes? How do we adapt processes and systems for changing rules and regulations? Has every country its own, specific challenges? Or do we see generic issues, where we can learn from others' experiences? In this session examples will be discussed, both for electricity and gas, from various European countries. The point of view of network operators and supply companies will be highlighted, as well as the impacts typically met by a system integrator.  Back
09.30 - 10.00		Gas Supply Business Technical Framework in Spain Susane Arruti and Enrique Burguera, IBERDROLA SA, Spain
10.00 - 10.30		Imbalance Settlement and Reconciliation - Experiences with a New Market Process Helmut Stubenböck, Management, A&B, Austria
10.30 - 11.00		Reducing the Costs of Establishing Domestic Competition - A Systems Integrator's Perspective Alan Chandler, Consultant Market Infrastructure, LogicaCMG, UK
11.00 - 11.30		Coffee Break
11.30 - 12.00		Hourly Metering Management in Endesa Javier Tejedor Aguilera, AMR Manager, Customer Access and Metering, Endesa Distribución Eléctrica, Spain
12.00 - 12.30		Metering Requirements to Support the Development of the Retail Electricity Market in the Russian Federation Sergei Petrovitch Anisimov RAO UESR, Russia and Eric Davidson, Robert McVean, Ilka Lewington, KEMA
12.00 - 12.30		Lunch Break

Communications & Infrastructure
Session 6
Chairman: Paul Fuchs, General Secretary, DLMS User Association, Switzerland For so many years, AMR has been seen as a simple communications problem. Today however, with its widespread use, the organisation of the data flow becomes the highest priority. An infrastructure with common rules is needed. This session discusses items concerning production-, consumption- and exchange points in an energy network. Naming of data elements is essential for fast and reliable business processes. Papers cover a structured view to meter data exchange, starting with channels, continuing with protocols and data objects and moving up to security items. Due to a large number of market players, data exchange must be based on international standards. The last two presentations are devoted to power line carrier infrastructure - one a broadband, the other a narrowband approach.  Back
09.30 - 10.00		Identification and Standards for Energy Metering and Data Exchange Adrian Fuchs, Data Management, ETRANS Ltd, Switzerland
10.00 - 10.30		ebIX - Data Exchange as an European Challenge Konstantin Staschus, Managing Director, VDN, Germany
10.30 - 11.00		DLMS COSEM: How to make it Simple Gyözö Kmethy, President, DLMS User Association, Switzerland
11.00 - 11.30		Coffee Break
11.30 - 12.00		Deregulation and AMM - Answers Brought by IEC62056-31 and EURIDIS Patrick Mortel, President, EURIDIS Association, France
12.00 - 12.30		Building AMR Services over Broadband PLC Networks José Comabella López, Network Manager, ENDESA Net Factory, Spain
12.30 - 13.00		PLC - IEC Standards in Operation Thomas Schaub, Landis+Gyr, Switzerland
13.00 - 14.30		Lunch Break

Energy Efficiency & Energy Management
Session 7
Chairman: Paolo Bertoldi, European Commission, DG JRC, Italy Advanced and innovative meters and metering techniques are essential for the promotion and diffusion of end-use energy efficiency and demand side measures. But what are the links between metering and energy efficiency? This session will provide the answer; it covers some important topics and presents project results and best practices. These include how to measure and value end-use energy efficiency; the role of energy service companies and their interest in the issue of energy metering; best practice in monitoring energy consumption of large and small electricity users; and finally the possible change in consumer behaviour following accurate information on energy consumption.  Back
09.30 - 10.00		Smart Meters for Energy Efficiency Marcus Newborough, Heriot Watt University, UK
10.00 - 10.30		End Customers' Consumption Monitoring System Eva Maria Mestres Cagigós, Metering Management Cataluña, Endesa Distribución Eléctrica and Miquel Angel Escobar, l'ICAEN - Instituto Catalán de la Energía, Spain
10.30 - 11.00		Metering to Motivate Customer Energy Use Behaviour Change Bob Harrison, The UK Market Transformation Programme, UK
11.00 - 11.30		Coffee Break
11.30 - 12.00		Evaluation of Energy Efficiency and the Role of ESCOs Paolo Bertoldi, European Commission, DG JRC, Italy
12.00 - 12.30		Smart Meters as a Tool for Improving Power Quality Jorge Nieto, Manager Communications, Automations and Protections, Iberinco, Spain
12.30 - 13.00		Energy Management in Commercial Buildings Through Metering Johan Coolen, CENERGIE cvba, Belgium
13.00 - 14.30		Lunch Break

Managing Customer Information
Session 8
Chairman: Mark Batt-Rawden, Independent Consultant, UK The information we hold on our customers is critical to our businesses. With the right information we can target our products effectively, demonstrate knowledge of our customers when they contact us and make our internal processes more efficient. The purpose of this session is to help the audience understand the need and benefit of managing customer information well. Tactical approaches will be discussed in relation to data management and security. The session will also explore strategic approaches at an industry level for improving the management of information and how to manage customer loyalty.  Back
09.30 - 10.00		Meter-to-Cash-to-Settlement: How Data Management Can Speed Up the Process Pieter Wijnmaalen, ENECO, The Netherlands
10.00 - 10.30		Meter for Customer (M4C): The Customer as Core Business Mario Massimo De Nicolo, Business Developer & Marketing Manager, e-utile S.p.A., Italy
10.30 - 11.00		Managing Customer Loyalty Søren Biune, Senior Vice President Marketing, DONG, Denmark
11.00 - 11.30		Coffee Break
11.30 - 12.00		IT Securities for Utilities Paul Hanley, BT, UK
12.00 - 12.30		How to Manage a One-to-One Relation on a Nordic Mass Market Anders Hellborg, Head of Sales, Fortum Markets AB, Sweden
12.30 - 13.00		Transforming the customer experience with second generation CRM Lisa Sweeney, STW Contact and Change Manager, Severn Trent Water Ltd, UK and Adam Hughes, PA Consulting, UK
13.00 - 14.30		Lunch Break

Metering Regulatory Framework
Session 9
Chairman:Alan Dick, Electricity Supply Consultant, Lecmet Consulting, UK Utility meters have always been subject to rules as to their use, traditionally set by national/government bodies, in order to protect the interests of the customers whose energy consumption they measure. Recent developments are leading to a review across Europe fuelled by: Increasing competition in the supply of electricity and gas which may change previous utility roles and responsibilities for measurement Emergence of European legislation (particularly the Measuring Instruments Directive) which Member States must adopt into their own laws Rapid changes in technology which can render past practices obsolete or uneconomic This session hears from people already involved in this process as to what has been done and what lessons have been learned, which will be of interest to delegates from countries where progress may not be so far advanced.  Back
14.30 - 15.00		Metering in the Spanish Electricity System: In View of New Regulation Alberto Frutos, Sub Director of Electricity Market, Comisión Nacional de Energia, Spain
15.00 - 15.30		New European Water Meter Standard - Enhancing Development of the Next Generation Water Meters Grabel van der Burg, Flow Business Solutions, The Netherlands
15.30 - 16.00		Implementing the Measuring Instruments Directive - Legal Issues for Electricity and Gas Meters in the UK Alan Dick, Electricity Supply Consultant, Lecmet Consulting, UK
16.00 - 16.30		Coffee Break
16.30 - 17.00		Regulatory Developments in Germany Helmut Lebeau, Deputy Managing Director, VDN, Germany
17.00 - 17.30		Remotely Controlled Metering: The Point of View of the Regulator Roberto Malaman, Director Quality and Consumer Affairs, Italian Regulatory Authority, Italy
17.30 - 18.00		Living with the Regulator - Practical Experiences Jonas Cognell, Head of Metering & Communication Technology, Göteborg Energi, Sweden

Meter Data Management Operations
Session 10
Chairman: Leon Sijbers, Area Technical Manager, Itron, The Netherlands As Europe enters the final stages of energy liberalisation, the energy industry faces a series of new challenges in metering, settlement, and meter data management. These challenges include: Increasing volumes of data, both more meters, and more data per meter; and changing regulations that require process and technology changes. Speakers in this session bring viewpoints of participants and vendors in the industry who are adjusting their meter data management systems and processes to meet these challenges, and will bring a viewpoint on what utilities expect, and what meter operators can do to meet these new challenges effectively.  Back
14.30 - 15.00		Metering and EDM under New German Regulatory Framework Hans-Joachim Dorn, Director AMR and Energy Data Management, EnBW Sales and Services Ltd., Germany
15.00 - 15.30		Buying AMR as a Service - A Utility's Perspective Thomas Pehrsson, Project Manager, Sydkraft, Sweden
15.30 - 16.00		Energy Data Collection and Processing in Compliance with the Dutch Market Rules - Flexible IT Infrastructure is a Must Warner Pel, Information Analyst, Essent Netwerken BV, The Netherlands
16.00 - 16.30		Coffee Break
16.30 - 17.00		Metering Data Flows Between 1998 en 2010 Eric Verbrugge, Technical Manager, Delta Netwerkbedrijf, The Netherlands
17.00 - 17.30		Data Collection and Data Management for High Volumes in an Open Market Stefan Grosjean, CEO, EnergyICT, Belgium
17.30 - 18.00		Gas Transport in Belgium - Daily Balancing with Hourly Constraints: Impact on Metering Juan Vazquez, Metering and Telecom Manager, Fluxys S.A., Belgium

Demand Response Management, Metering & Profiling
Session 11
Chairman: Richard Formby, JRF Associates, UK Demand side bidding (DSB) is a mechanism enabling the demand side of electricity markets to participate in energy trading. DSB allows electricity customers to offer specific changes in demand, at agreed times, in return for financial and environmental rewards. For larger customers, time of use metering and comparison of pre and post event customer demand profiles are used to validate actual demand "available" and demand "turned down". The domestic sector consumes between 20% and 40% of electricity in developed countries and offers significant DSB potential in support of system operator requirements. Aggregation of the demands of smaller customers is needed in order to bid acceptably large blocks of demand. DSB and associated validation processes can be developed and implemented through contracts between system operators and demand aggregators. The viability of smaller customer DSB depends on large numbers of customers agreeing to participate and the provision of low cost communications and control.  Back
14.30 - 15.00		Demand Response in the Electricity Markets from a Nordic TSO's Perspective Søren Dupont Kristensen, Economist Market Department, Eltra, Denmark
15.00 - 15.30		Demand Aggregation, Demand Response and Metering Mark Bailey, Director Special Markets, Gaz de France, UK
15.30 - 16.00		Smaller Customers Participation in Demand Response - IEA Project Richard Formby, JRF Associates, UK
16.00 - 16.30		Coffee Break
16.30 - 17.00		Cost Benefit Analysis for Smart Metering Infrastructure for Residential Customers in the Netherlands Aldo Dijkstra, Program Advisor, SenterNovem, The Netherlands
17.00 - 17.30		The Business Case for a Customer Portal to Implement Flexible Pricing, Consumer Services and Demand Response Programmes Jean-Pierre Rouzaud, Metering Project Manager, EDF R&D, France and Mark Mac Granaghan, EPRI solutions, United States
17.30 - 18.00		How Utilities are Adopting Open Technology Platforms to Implement Demand Response and Advanced Metering Frits Bruggink, Senior Vice President and General Manager - Service Provider Group, Echelon, USA

Optimising Billing Processes
Session 12
Chairman: Dirk Briese, Managing Director, trend:research GmbH, Germany The billing process today varies in Europe in terms of added value, key success factors and even IT systems. This means that moving from the country-specific viewpoint to focus on "foreign" experiences is likely to be a promising way to arrive at new starting points for strategic and functional considerations. The session shows different approaches to optimise billing processes on multiple levels - from system implementation to benchmarking to the new buzzword backsourcing. It focuses interest on practical aspects by featuring several case studies from the perspective of both users and service providers, allowing participants to gain a clear insight into the ways and means of billing optimisation and to address their own specific concerns.  Back
14.30 - 15.00		Electrical Commercial Business Road Map: Billing and Customer Management in Spain José Ramón Lezameta, Energy Markets Exploitation Chief, IBERDROLA, Spain
15.00 - 15.30		Optimizing of the Billing processes with automatic meter readings Jesper Uhlin, Global Product Manager Utility Solutions, TietoEnator Energy, Sweden
15.30 - 16.00		Case Study: How an Italian Company Integrates Multiple Systems into One Customer Care and Billing Solution Andrea Angelucci, Sales Executive, LODESTAR Corporation, Marco Panceri, Principal LODESTAR Corporation, Italy and Filippo Mantovani, "a major gas distributor from Italy", Italy
16.00 - 16.30		Coffee Break
16.30 - 17.00		Sourcing Strategies for Utilities In-, Out-, Co-Sourcing Case for Backsourcing Pit-falls and Achievable Results Speaker to be announced
17.00 - 17.30		Benchmarking Typical Customer Care Processes - Why Does a Specific Task Sometimes Take so Long, and Other Times Take so Little Klemens Gutmann, Managing Director, regiocom GmbH, Germany

Outsourcing Strategies
Session 13
Chairman: Kate Hopkins, Editor, Metering International, South Africa Outsourcing involves the transfer of some parts of a utility's business activity, such as meter reading, billing, call centres and customer support, to a third party specialist or outsource supplier. Utilities outsource some or all of these activities for several reasons - to allow them to focus on their core business; to lower costs; to be able to benefit from new technologies owned by the outsource supplier; and to benefit from the specialised services offered by the external supplier. In this session we hear about outsourcing successes and discuss some risks.  Back
09.30 - 10.00		Business Control of Outsource Metering Inmaculada Bellido Añon, Soluziona, Spain
10.00 - 10.30		Utilisation of ICT Solutions to Improve AMR Roll Out Effectiveness - Case Vattenfall Finland Tapio Potila, Diretor Business Development Electricity, Eltel Networks Corporation, Finland
10.30 - 11.00		Standardise Metering Services Offers Using Shared Service Operators - How to Expand the Product Portfolio of a Metering Service Company by Integrating Outsourced Service Operations Olaf Siegel, President EuroDCS AG, Germany
11.00 - 11.30		Coffee Break
11.30 - 12.00		Successful with Business Process Outsourcing, Always There Where it's Needed - Requirements of a Precise Target Definition Bernd Kierdorf, Computer Scientist, Head of Industry Solutions Business Division, Deutsche Post Com GmbH, Germany
12.00 - 12.30		Billing - Make, Buy or Outsourcing? Rudolf Das, Managing Director, Excelergy, The Netherlands

From AMR to AMM: The Business Case Challenge
Session 14
Chairman: Detlef Schneider, International Sales Manager, GÖRLITZ AG, Germany Just a few years ago the term AMR described a purely technical issue. But nowadays it is obvious that in open markets, with the pressure of competition, all areas of a utility are under inspection in order to improve efficiency, save costs or optimise processes and workflow for the benefit of the whole enterprise. "Smart metering" and "Automated Meter Management" are expected to be the magic bullets to achieve this. On the basis of different project cases, this session will point out that first and foremost AMM is meant to be a well thought out concept for all a utility's metering related processes.  Back
09.30 - 10.00		From AMR to Managed Grid and New Energy Services Frans Campfens, Project Manager InfoStroom AMR, Continuon (NUON), The Netherlands
10.00 - 10.30		Water Metering and Challenges of Large Scale AMR Deployment Noel O'Keeffe, Senior Executive Officer, Cork County Council, Ireland
10.30 - 11.00		Cost Effective Entry into the AMR Market with Integrated Meter Radio Modules Brian Back, Managing Director, Radio-Tech Ltd., UK
11.00 - 11.30		Coffee Break
11.30 - 12.00		Endesa Distribucion AMR (Telegestion) Josep Marro Guerrero, Metering Engineering, Endesa Distribución Eléctrica, Spain
12.00 - 12.30		Business Cases for Investing in Automated Meter Management Michele Marzola, Vice President, Automated Meter Management Solutions, IBM Global Services, Italy

Home, Building Automation & Metering
Session 15
Chairman: Howard Porter, Director, BEAMAenergy, UK The role of metering as part of the smart home has been discussed at length for a number of years. In a number of European states the potential has been realized, at least in part, by the installation of smart communicating meters in many domestic installations. However, in the majority of states there has been little development of either smart homes or smart metering. This session will explore how the undoubted benefits of smart metering as part of smart building can be used to deliver sustainable markets across Europe. The session will provide some of the technical and market solutions to realise the opportunities for advanced metering through energy efficiency, demand response, and the integration of renewables discussed earlier in the conference.  Back
09.30 - 10.00		The SMART Project - Your Energy and Water Use on Your TV Screen George Archibald, Manager Metering Services, Severn Trent Water, UK
10.00 - 10.30		Opportunity for Energy Management with Smart Homes Paolo Falcioni, Business Development Director WRAP S.p.A. - Innovation & Technology, Indesit Company Group, Italy
10.30 - 11.00		Intelligent Home Systems Applications and Metering Jostein Svendsen, Chief Executive Officer, Convergex, UK
11.00 - 11.30		Coffee Break
11.30 - 12.00		What will be the Future of the Meter? Roel Derks, Sales and Marketing Manager, Ferranti Computer Systems, Belgium
12.00 - 12.30		KNX - The World First Open Standard for Home and Building Control Harry Crijns, Managing Director, Konnex Association, Belgium

Trends in Utility Customer Management
Session 16
Chairman: Florence Goujard, Commercial Department, Marketing Strategies, Gaz de France, France Innovation in customer management is key to the success of the differentiation strategies implemented by former state monopolies to capture market shares and to maximise customer value in a fast-changing utility sector. This session of the conference will bring to light the latest trends in customer management. International case studies will be presented to concretely illustrate these key marketing trends in utilities, ranging from the mature UK market to the more recently opened Spanish one. Benchmarks from Australia and models from the United States models will also complement this session and provide an insight into global trends.  Back
09.30 - 10.00		Psychology of Energy Customer Loyalty Philip E. Lewis, Group Director/Assistant Professor, VaasaEmg (Nordic Centre for Expertise in Energy & Utilities Marketing), University of Vaasa, Finland
10.00 - 10.30		Customer Retention as a Corporate Strategy Aad Storm, ENECO Energie, The Netherlands
10.30 - 11.00		Gas Natural's Experiences into the Electricity Market David Fernandez Rubial, Gas Natural, Spain
11.00 - 11.30		Coffee Break
11.30 - 12.00		How retail players can compete most effectively following market liberalization - lessons learned from the UK Charles Walker, Senior Vice President, Business Development, Servista, UK
12.00 - 12.30		Customer Switching as an Indicator of Success: Research and Analysis of Global Energy Competitive Retail Markets How Customer Switching is Changing the Dynamics of Competitive Markets Today and How it Could Potentially alter EU Industry Processes beyond 2007 Paul Grey, Chief Market Strategist, Peace Software, USA/New Zealand

Plenary Closing Session
Back
14.30 - 15.30		Innovative Solutions for Next Generation Utilities Klaus Heimann, SVP, Head of IBU Utilities, SAP AG, Germany Biography Since January 2002, Klaus Heimann has led the IBU Utilities business at SAP AG in Walldorf. With his team Klaus is responsible for the development of the Industry Solution Utilities (IS-U), which provides solutions for the utilities industry worldwide. The combination of the industry solution and cross-industry components represents the range of services SAP offers under the name SAP for Utilities. Klaus's team represents the interests of the utility industry within SAP. Klaus has over 25 years professional experience in Information Technology. He has mainly concentrated on the development and implementation of standard software for the utilities industry. Klaus' knowledge of the Utility Industry spans the globe. Through his work with SAP's over 800 Utility customers, he is able to provide insights into market models operating in many European countries as well as the Middle East, Asia Pacific and the Americas.