Agenda

Location:

INNOVATIONS 2009 will take place at the Evergreen Marriott Conference Resort
at Stone Mountain, GA. Call Apogee by Sept. 1st to secure your room 678-684-6810.

Apogee limits attendance to our energy industry clients and invited guests.

Schedule:

Keynote Speakers

• Rob Wilhite (+)
  Senior Vice President of Intelligent Networks and Communications, KEMA Inc.
  Presentation Abstract (+)

  Just named one of the Top 25 Consultants in the U.S. by Consulting Magazine 2009, Rob Wilhite is responsible for developing and building KEMA’s North American practice for Advanced Metering Infrastructure (AMI). He is currently global lead for Intelligent Networks and Communications. In this capacity, Mr. Wilhite is directly responsible for achieving strategic growth and operational performance objectives for KEMA’s AMI, Communications, and Utility of the Future automation practice areas. He also serves on the Board of Trustees of Utilimetrics (formerly the AMRA), is Chairman of the Utilimetrics Education Committee, has served on other strategic committees for Utilimetrics, and also serves as Chairman of the Implementation Work Group with the GridWise Alliance.

  “The Utility of the Future”

  More and more utilities are pursuing the implementation of a smarter grid infrastructure. But building a smarter grid is not just another construction project. It’s a complete business transformation, often a 5- to 10-year proposition that involves and impacts the entire enterprise. Digitizing the grid impacts field personnel dispatched to troubleshoot technology and the customer service reps expected to troubleshoot online demand side management systems and customer Web interfaces. The utility of the future represents a new way of doing business, as well as opens the market to new participants. Find out the status of smart grid policies, which utilities are doing what, the emerging directions in play regarding new products and services, organizational changes, and new market entrants.

• Paul Nagel (+)
  Vice President of Strategic Development, Control4
  Presentation Abstract (+)

  Paul Nagel is Vice President of Strategic Development at Control4, where he oversees the company's product research, engineering, and development efforts. Responsible for eight patents, Paul has a reputation for developing groundbreaking new products. Prior to joining Control4, he designed and managed industry-leading data communication and networking products for the IT and consumer markets and led the development of many award-winning WAN/LAN and wireless WAN products, including the Palm VII, CDPD/Cellular PC cards, and VOIP LMR products. Paul has also held executive roles with other leading technology companies, including Compaq Computer, Megahertz / US Robotics, 3Com, emWare, and IPMobileNet.

  “Smart Grid in the Home”

  Utilities are off and running with Smart Grid infrastructure projects. How do we engage consumers in the smart grid dialogue and generate the same level of interest? Control4 is at the forefront of this dialogue as a leading provider of home automation systems since 2003 and with an active online community for its customers including a blog, twitter feeds and forums. Learn what makes a Home Area Network energy management system and display compelling to consumers. Control4’s EMS-100 combines technical specs robust enough for the savvy consumer, applications cool enough to make any neighbor jealous and a simple interface that even a grownup can understand. The EMS-100 also provides the usage data back to the utility so it can more efficiently manage energy distribution, operations and customer service. See how the benefits of a smart grid can be delivered directly to a consumer in their home.

• Jeff Conklin (+)
  Senior Director in the Energy Utilities Practice of J.D. Power and Associates
  Presentation Abstract (+)

  Jeff Conklin is a Senior Director in the Energy Utilities Practice of J.D. Power and Associates, where he is responsible for the firm’s electric utility business and residential customer satisfaction studies. Mr. Conklin has over 20 years of experience in the energy utilities industry, working in the areas of customer service, distribution operations, and sales and marketing. Prior to joining J.D. Power and Associates, Mr. Conklin was a management consultant for nine years with Metzler & Associates. His areas of experience included re-engineering customer operations, strategic market planning, marketing and sales organization assessment and restructuring, telecommunications planning and strategy development, and utility merger integration. Prior to that, Mr. Conklin was a business center manager at A&C Enercom, where he developed and managed business opportunities with utilities across the Midwest. A&C Enercom provided marketing and demand-side management services to energy utilities. Earlier in his career, Mr. Conklin worked at Commonwealth Edison Company in marketing and sales.

  Mr. Conklin holds a bachelor’s degree in mechanical engineering from Duke University; and a master’s degree in management  from the  J.L. Kellogg Graduate School of Management at Northwestern University.

  “J.D. Power 2009 Utility Customer Satisfaction Survey Results & Trends”

  Find out the results to this year’s survey and the factors contributing to the rise or fall in scores. You’ll see how online communications is impacting utility customer satisfaction. J.D. Power’s annual Gas and Electric Utility Residential Customer Satisfaction Studies are based on interviews with U.S. residential gas and electric customers. The study measures customer satisfaction among 100 of the largest and mid-size local gas and electricity providers in the country. Customer satisfaction is measured on factors including company image; price and value; billing and payment; field service; reliability, customer service; and online service.

• Andrew Heath (+)
  Director, E Source Customer Satisfaction Services
  Presentation Abstract (+)

  Andrew Heath, Director of E Source Customer Satisfaction Services, leads customer service research at E Source. He oversees the company's benchmarking studies for electric and gas company web sites and interactive voice response units. He has more than 17 years' experience working in the electric and gas sector and has worked with utilities in both the U.S. and the UK. As acting chief information officer at Powergen, he developed the company's UK e business strategy.

  Mr. Heath has a PhD in computer-user interfaces from Imperial College in London and holds a BS in management science from the University of Lancaster.

  “E Source 2009 Utility Web Site Benchmarking Results”

  Get the highlights and drill down into the details of E Source’s 4th major benchmarking study of North American utility web sites. Over half of the utilities offering online services in North America participated by sharing secure access to their secure online services. The results, key findings and recommendations from this major research study will help you: 1) Better understand your customers’ needs and experiences, 2) Get an idea of how your company’s web site performs compared with others in the industry, 3) Learn web site best practices for your industry, and 4) Focus your attention on high-impact improvements to your site

• Penni McLean-Conner (+)
  Vice President Customer Care and Energy Efficiency, NSTAR
  Presentation Abstract (+)

  Penni McLean-Conner is Vice President of Customer Care and Energy Efficiency for NSTAR, the largest Massachusetts’ based investor-owned utility, with 3,200 employees serving 1.4 million customers. On the energy efficiency side, she is responsible for delivering a cost-effective portfolio of electric and gas programs to 1.4 million customers. On the customer care side of the business, she is responsible for customer inquiries, billing, metering, credit and collections and energy services. Penni has over 20 years in the utility business and is author of the book “Customer Service: Utility Style.” Her newest book, “Energy Efficiency: Principles and Practices,” was published in early 2009. She holds a BS in industrial engineering from North Carolina State University and is a registered professional engineer. She serves on many boards, including the Northeast Energy Efficiency Partnership (NEEP), the Massachusetts Technology Collaborative, and the New England Clean Energy Council, among others.

  “A Balancing Act: Delivering Energy Efficiency, Customer Care and a Solid Balance Sheet"

  It’s a paradoxical question: How can a utility offer energy efficiency to their customers and not crumble from revenue erosion? Especially when the utility faces anemic load growth in the near term. Is decoupling in the offing? Penni McLean-Conner will explore how to make a solid business case for energy efficiency within a utility, and why it’s essential to integrate the utility’s EE operations with its customer service operations. Penni’s EE and Customer Care Department has grown from 42 employees in 2004 to 60 in 2009. Her energy efficiency annual budget is projected to climb from its current $50 million to close to $200 million by 2012. Hear her strategy for delivering a balanced performance as NSTAR -- and all utilities -- face fundamental shifts in energy policy, industry regulation and American consumer behavior.

• Chandler von Schrader (+)
  EPA, National Manager of Home Performance with Energy Star®,
  Presentation Abstract (+)

  Chandler von Schrader is National Manager of the Home Performance With Energy Star program for the EPA, focusing on promoting energy efficiency best practices in the HVAC, Home Performance and Remodeling industries. Chandler has worked in the energy efficiency industry since 1981, primarily in the Washington DC metro area.  He began selling and installing domestic hot water solar systems but soon moved into providing residential energy audits for utilities and performed thousands.  This quickly led to running weatherization crews for local utilities and delivering demand side management (DSM) activities that included: commercial lighting, large scale multi-family lighting, low income energy efficiency services, whole house diagnostics and full scale remediation.  Along the way Chandler has worked for utilities, an electric cooperative, a weatherization fund, an unregulated utility service company and has been part owner of a kitchen and bath remodeling company and an energy service company (ESCO).

  “Why Choose Home Performance with ENERGY STAR?”

  FirstEnergy, Austin Energy, Georgia Power, Jackson EMC. These utilities and more offer the Home Performance with ENERGY STAR program to their residential consumers. This national program from the U.S. EPA and U.S. DOE offers a comprehensive, whole-house approach to improving energy efficiency and comfort at home, while helping to protect the environment. So what makes it different from other energy audit programs? What’s the benefit to homeowners? What’s the benefit to utilities? What kind of marketing and training assistance does EPA provide? Get the official 411 on this growing national program.

• William A. Rodgers, Jr. (+)
  President & CEO, GoodCents
  Presentation Abstract (+)

  William Rodgers is President and CEO of GoodCents, an energy efficiency and demand response program development and management service company to utilities since 1977. Rodgers is responsible for setting the overall strategy and direction of the business, including leading the senior management team in the development and delivery of  programs and services to their utility customers.

  Prior to joining GoodCents, Rodgers was President and CEO of EMCOR Facilities Services, a billion dollar subsidiary of EMCOR Group, leading the outsourcing of relationships with major corporations of facility, energy and real estate activities. Earlier, Rodgers was responsible for the North American operations for Johnson Controls Integrated Facility Management business. With over 25 years of experience in the service sector, Rodgers has lead business efforts covering all aspects including: complex outsourcing relationships, route-based productivity-driven environments, consultative partnering arrangements and strong performance driven assignments.

  “Maximizing Customer Participation & Satisfaction”

  The pressure on utility staffs to implement a variety of demand-side programs has never been greater and all forecasts indicate that the need to do more customer-oriented demand response, energy efficiency, and the Smart Grid will rise. Once approvals are given, all too often program managers are provided with limited time to get their portfolio of programs up-and-running and structured for success. Experience with successful program operations has provided GoodCents the opportunity to create a systems approach to enable the company to secure high-yield customer participation while ensuring that the customer experience is rewarding for both the customer and utility. “Integrated Program Delivery” combines data-centered marketing and customer care with technology-based program provisioning and virtual real-time reporting to maximize program performance.

• Bob Boscamp (+)
  Entrepreneur and Industry Visionary
  Presentation Abstract (+)

  Bob Boscamp helped create the first audit program to be approved by the Department of Energy for compliance with 1979 National Energy Act - Residential Conservation Services. He was also a key driver in the creation of a nationwide utility-school education program called "In Concert With The Environment." An experienced serial entrepreneur, Bob is a visionary leader who has successfully launched, managed and sold multiple national companies whose products and services are still delivered today. He possesses strong skills in analyzing markets, building strategic relationships, and developing innovative concepts into solution-oriented products and services.  He is also effective in building and managing successful teams in both publicly-traded national corporations and privately-held entrepreneurial start-ups.

  “Entrepreneurial Innovations in the Energy Industry”

  Back in the ‘70s and ‘80s, an online energy audit meant a modem hook-up for data transfer using touch-tone phone keys to a central computer. Results were returned by a computer-generated voice with a Swedish accent. Today, it’s done with wireless laptops. Bob Boscamp is a true pioneer of online energy audits, helping launch their nationwide use in compliance with the 1979 National Energy Act.  He’s also a pioneer in utility “green messaging,” helping utilities communicate about environmental stewardship even before the word “green” was coined. He helped author a national utility school program called “In Concert With the Environment” back in 1990, linking energy conservation, environmental stewardship, and education. Hear valuable insights from an energy executive whose seen energy conservation come full circle. Use his “lessons learned” to help guide your innovative efforts in these transformative times for energy companies.

• Susan Gilbert (+)
  President & CEO, APOGEE Interactive, Inc.
  Presentation Abstract (+)

  Susan Gilbert is President, Chief Executive Officer and Co-Founder of Apogee Interactive Inc. She’s devoted her career to pioneering better ways of communicating energy efficiency to customers. She began as a high school physics teacher. Next she spent 17 years with the energy-engineering firm A&C Enercom where she helped launch energy audits for businesses across Georgia under the State Energy Office. She moved on to lead A&C Enercom’s sales and marketing, building the business from a staff of five in Atlanta to more than 600 employees across the country.

  She founded APOGEE in the early '90s with the vision of leveraging technology to more effectively deliver energy information. Today, she leads the company in delivering best-in-class Web-based energy analysis and presentation applications including the HomeEnergySuite™, EnergyInsights, ProgressInsights, Study-Center and the Kids Korner energy education website. Through her leadership, the firm, its people and its products, have achieved national recognition for analytical superiority, cutting-edge innovation, and excellence in performance and customer service. Ms. Gilbert earned her bachelor’s of science with a major in physics and a minor in mathematics at the University of Kentucky and also her MS in curriculum and Instruction from the University of Kentucky.

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• Joel Gilbert, P.E.(+)
  Chief Software Architect, APOGEE Interactive, Inc.
  Presentation Abstract (+)

  Joel Gilbert P.E. is Chief Software Architect and Co-Founder of Apogee Interactive Inc. where he directs the design and development of energy analysis applications utilizing the very highest standards in building science, engineering, operational patterns, weather data and pricing to ensure analytical integrity in all Apogee applications. His client roster includes virtually every major investor-owned utility in the US and their key trade associations including the Edison Electric Institute (EEI), the Electric Power Institute (EPRI), the National Rural Electric Cooperative Association, and the American Public Power Association (APPA).

  He continues to be an industry leading strategist and speaker in energy master planning, online energy efficiency program implementation, energy marketing, and demand side management for US utilities and large industrial enterprises. As an energy efficiency expert, he has been retained by over 200 gas and electric utilities and over 100 industrial and commercial firms across the United States to help them clarify and implement successful customer energy programs. Mr. Gilbert received a Bachelor and Masters in Chemical Engineering and a Masters in Management from Rennselaer Polytechnic Institute in Troy, New York. He is also a licensed professional engineer in New York State.

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