It is a pleasure for CrisisConf2018 to introduce some of our Speakers:
Jo-ann Robertson - Partner and CEO - Ketchum London
Jo-ann has over 16 years experience working in strategic communications agencies. She began her career as a Labour Party political activist and a TV reporter in Scotland.
Jo-ann spent 8 years at Weber Shandwick, rising to be Managing Director of the Corporate and Public Affairs team, she joined Ketchum in 2011 and is now CEO of the London office. Her extensive experience has seen her working on a wide range of clients including MasterCard, P&G, Philips, Nissan, BNFL, Nestlé, EDF Energy, UNHCR, the University of Central Lancashire, LSBU, and many others.
Having worked in journalism, politics and public relations, Jo-ann has the ability to offer clients a truly 360 degree perspective to meet their specific needs. Her experience has given her a strong understanding of how key stakeholders and influencers think both in the UK and globally. This enables her to offer strategic insights that inform a strong communications strategy alongside tactics that can positively improve an organisations reputation with real business impact.
Frank Ciaccio - Director of Public Safety & Emergency Management - Houston Airport System
Frank Ciaccio is the Emergency Management Coordinator for the Houston Airport System (HAS). Frank is responsible for providing direction and technical guidance during an emergency response at IAH (Bush), HOU (Hobby), and EFD (Ellington) airports. He is responsible for developing and implementing Airport Emergency Response Plans, Evacuation Plans and Airport Family Assistance Plans. Frank has over 25 years of diverse experience in law enforcement, aviation, forensic investigations and emergency response working multiple aviation disasters both domestic and international. He has worked both in the private and public sector and is a former Forensic Investigator for the National Transportation Safety Board (NTSB).
While in the private sector, Frank worked as a consultant for BCFS Health and Human services on ADA issues related to emergency response. Mr. Ciaccio was responsible for ensuring that compliance of ADA standards are applied to emergency response plans and standard operating procedures following a disaster. During that time he worked with the following cities; City of Los Angeles (LAX Airport), City of Phoenix (Sky Harbor Airport) and City of Houston (Houston Airport System). In addition, he has participated and conducted several Emergency Response/Crisis Management training programs and has developed multiple emergency management response plans for airlines along with several mass fatality plans for government agencies.
While at the NTSB, Frank coordinated the recovery and forensic operations during many domestic and international plane crashes and several high profile accidents that included JFK Jr., Payne Stewart and the Space Shuttle Columbia accident. Frank is a graduate of the University of New Mexico where he obtained his BS in Biology and Physical Anthropology and a Master’s Degree in Forensic Anthropology and Public Administration. He is a Fellow in the American Academy of Forensic Science, Diplomat- American Board of Medicolegal Death Investigators and the former U.S. Representative to INTERPOL from 1999-2003 on the Committee for Victim Identification.
Marlon Guimaraes - Global Corporate Security Manager - Booking.com
Today, at Booking.com, I have the mission to implement a global crisis management framework and a duty of care program.
Catia Guimaraes - Director, Global Resilience - Intercontinental Hotels Group (IHG)
With over 9 years in Risk Management experience in the hospitality industry, Catia has been responsible for the oversight of the Crisis and Business Continuity programs for one of the largest hotels companies globally. In her role, she has coordinated
Barbara Webster - Director, Emergency Response and Business Continuity - Spirit Airlines
Barbara Webster is the Director of Emergency Response and Business Continuity for Spirit Airlines in Miramar, Florida, and has over 20 years of experience in the field of emergency response, which began in the oil & gas sector in Canada. She joined Spirit in December of 2010, after spending nine years developing and leading WestJet’s emergency response and family assistance programs.
Barbara’s response experience includes assisting with the Afriqiyah Airways Flt. 771 crash in Tripoli, Libya in 2010; the GCI Communications crash in Dillingham, Alaska; providing assistance for the families and students involved in the SV Concordia tall ship sinking of the coast of Brazil; and leading WestJet’s Incident Command Team in its response to the fatal Grand Riviera Princess explosion in Playa del Carmen, Mexico in 2010. In October of 2015, Barbara coordinated with Spirit’s Fort Lauderdale Station team to provide support to the Dynamic Airways Flt 405 evacuation in which 22 people were injured, and responded with Spirit to the Fort Lauderdale-Hollywood International Airport shooting in which five people were killed. Most recently, Spirit’s Emergency Response and Business Continuity plans were put to the test due to Hurricanes Harvey, Irma, Jose, and Maria. During Hurricane Irma, the airline shuttered in its Miramar headquarters, moved all aircraft out of Florida, and launched its Operational Go Teams to Detroit where full operational control was transferred to its hangar facilities for five days before its safe return to South Florida.
Barbara was the recipient of the “Sharing the Journey Award” from the Family Assistance Foundation for excellence in family assistance in 2009, and was the Incident Director for WestJet’s response in Mexico, which received the corporate “Heart Award” in 2012. She is also one of the Founding Board Members of AERO, Chairing the Social Media & Communication Committee. Most recently, she was recognized for her humanitarian efforts with Spirit in coordinating seven evacuation flights from the cities of Houston, Aguadilla, and San Juan following the 2017 hurricanes, and leading Spirit’s partnership with Operation Puerto Rico Care-Lift/Gift Lift, where she coordinated over 150 tons of relief supplies to the island, followed by five aircraft filled with donated toys for the children of Aguadilla and San Juan during the holiday season.
Andrew Baldwin - Director, Guest Support - Carnival UK (P&O Cruises & Cunard)
Andrew is Director, Guest Support within Carnival UK Contact Centre Operations.
He has worked for Carnival for 20 years starting in our Reservations team and relocating with Carnival to Southampton. His career has taken him through progressive positions in Customer Services where he has spent a large amount of time focusing and developing
responses to incidents and crises impacting Carnival and its guests.
He founded its CARE team and continues to be responsible for the procedures and training for the 180 CARE team members in Carnival UK. His role extends to develop Crisis and Care not just within Carnival UK, but to the wider Carnival Corporation.
Andrew leads the Guest Support teams looking at pre and post booking support and responses to guest feedback in order to drive change and improvements within the business.
Nick Orwin - Emergency Planning Manager - London Luton Airport & Vice Chair of the UKAEPWG
Nick Orwin is the Emergency Planning Manager at London Luton Airport, one of the UK’s busiest airports. He has worked in aviation for 21 years and in his current role since 2011. Nick is responsible for writing, reviewing and exercising emergency orders, crisis management plans and contingency plans and is an expert in working with internal and external stakeholders such as emergency responders, local authorities, voluntary groups and regulators to ensure emergency and crisis plans are realistic and resilient. As part of London Luton Airport’s Air Ops management team, he is one of the architects of their class-leading Safety Management System.
Nick is also the Vice Chair of the United Kingdom Aviation Emergency Planning Group (UKAEPG), a non-commercial group dedicated to improving the quality of response to aviation accidents and related emergencies. UKAEPG members include airlines, airports, regulators, government bodies and other transportation specialists. In his role as Vice Chair, Nick is part of the steering committee which sets the direction for the group, represents it at external meetings and approaches potential new members.
Patricia Jansen - Head of Emergency Response Planning - Eurowings
Patricia Jansen is Head of Emergency Response Planning and Pandemic Coordinator at Eurowings in Cologne, Germany, and has been working in the field of emergency response planning since 2010. In 2009 she started with Germanwings as a Quality and Process Manager and took over the responsibility for the emergency response processes one year later. In addition to that, Patricia is working on her Master degrees in Disaster Management and Risk Governance at the University Bonn, Germany in cooperation with the German Authority of Civil Protection and Disaster Prevention (BBK).
Today Patricia is responsible for the crisis & emergency response planning and high infectious diseases (HID)/ pandemic coordination as well as the Eurowings Special Assistance Team (SAT) and Critical Incident Stress Management (CISM) within the whole Eurowings Group consisting of four airlines (Eurowings Germany, Eurowings Europe, Germanwings and Luftfahrtgesellschaft Walter), one service provider (Eurowings Aviation) and one maintenance company (Eurowings Technik).
Delivering training and exercises for the internal emergency response teams and station staff of more than 160 stations worldwide, providing the necessary crisis & emergency response documentation (manuals, checklists etc.) as well as tools and infrastructure, and coordinating with Lufthansa Group crisis & emergency response representatives on a common and harmonised strategy and standards are parts of the daily work of Patricia and her team at Eurowings.
During a crisis, Patricia is part of the Emergency Committee as Emergency Committee Manager, being responsible to support the Emergency Director and organise the Emergency Committee as well as being responsible for the coordination all humanitarian response related topics.
Patricia’s response experience includes the Germany 4U9525 crash in 2015 as part of the Germanwings’ Emergency Committee and responsibility for the Germanwings Special Assistance Team and the Humanitarian Response. Moreover, she coordinated with Germanwings and Eurowings teams after several further incidents, including provision of humanitarian assistance at both Nice and Berlin Airports as well as on the flight to students of five school classes directly involved in the terror attacks in Nice in July, 2016.
Ian Marshall (Capt.) - Chair the United Kingdom Aviation Emergency Planning Group
Ian Marshall has been an emergency response practitioner for over 23 years. He was trained by the International Air Transport Association (IATA), the Royal Air Force and the British Police. He is one of the very few civilians to have attended the UK Police Management of Disaster and Civil Emergency course. He is a trained bereavement
Ian was the group Emergency Response Manager for British Midland International Airways until the airline was integrated into British Airways. In
Ian is now the
Ian has served as Chair of the United Kingdom Aviation Emergency Planning group for 17 years. He has also been a member of the IATA Emergency Response Task Force and the British Cabinet Office Business Continuity Group. He was on the steering committee for the UK Government Crisis Advisory Group and the Star Alliance Emergency Response Managers working group.
In addition to aviation crisis management, Ian serves on the Rail Delivery Group Care team management group and is a member of the UK Humanitarian Aspects Group of the Emergency Planning Society.
Ian’s training assignments have included the UK Association of Chief Police Officers, British Airports Authority, the British Army, the National Fire Service Training College, the Association of Rail Operating Companies, and over 50 international airlines including Scandinavian Airlines System and Lufthansa. He has delivered exercises for Airbus Industries, Shell Oil, and has been an advisor to the Omani Civil Defence Committee.
Previously Ian spent ten years as a journalist working mainly in national radio. He has won a Sony Radio Academy award and has media trained the staff and
Ian has kept in flying practice holding a current ATPL/IR with over 18,000 flight hours mainly on medium jet transports but he also holds rotary and sailplane licences. He spends his spare time teaching and testing new pilots.
“I believe strongly in putting people first when planning for the recovery from any tragedy or major incident”.
John Bailey - Managing Consultant - Global Communications Consulting
John launched Ketchum Singapore (then known as ICON) in May 2005 and offers an unrivalled breadth of international experience, having worked in more than 50 countries in a 32-year career as a Public Relations practitioner and journalist. John led ICON’s development into the largest locally-owned PR agency in Singapore before it was acquired by Ketchum in November 2013.
John moved to Singapore from Geneva, Switzerland, where he created the successful IATA Crisis Communications consultancy service for the International Air Transport Association. John is responsible for overseeing Ketchum’s operations in Singapore and provides crisis management and crisis communication consultancy services to clients across the region, and globally, including airlines, hotel groups and major multinationals involved in FMCG, manufacturing, logistics and financial services. He also continues to work with IATA on defining “best practice” in crisis communications in the digital age for the global aviation industry.
Michele Hanson - Chief Information Security Officer - Gatwick Airport
Michele Hanson is the CISO for Gatwick Airport. Gatwick is the busiest single runway airport in the world. She is responsible for the cyber resilience for IT and OT across the Gatwick campus.
Michele was the CISO for News UK, where she was responsible for the major publishing titles in EMEA. In addition, Michele was the inaugural CISO for Transport for London. She delivered a single cybersecurity approach, for IT and OT, across the diverse business boundaries of TfL. Michele was Security Champion of the Year 2017 for Women in Technology Awards.
Michele has an MBA in Information Security.
Jerry Allen - Conference Director & Managing Director - Return on Development
Jerry Allen is a crisis management and business continuity expert who specialises in the international aviation industry.
As an officer with the Royal Air Force, Jerry was exposed to crisis and contingency operations for 21 years. He was Head of Contingency Planning for UK support operations and was on the drafting team for the Joint Service Publication ‘Business Continuity’.
Jerry joined the International Air Transport Association (IATA) in 2000 as Head of Crisis Management Services. He was instrumental in modernising the procedures for airports and airlines to work more closely together in emergency response. He was also the lead for the international airline group that defined best practice standards for crisis management; standards that are widely used throughout aviation and adopted by
Jerry next served for 12 years on the senior staff of an international crisis management company. His duties took him around the world, directly supporting crisis response operations and delivering complex consultancy programmes.
Since February 2016, Jerry has worked as a very specialised consultant. He has helped numerous airlines, airports, hotel groups and other heavy industries to prepare realistic plans, train and test those plans. He mentors emergency managers and is a member of the UK Aviation Emergency Planning Group.
Chloe Demrovsky - President & CEO - DRI International
Chloe Demrovsky is the President and CEO of Disaster Recovery Institute International, the nonprofit that helps organizations prepare for and recover from disasters in business continuity and related fields. DRI serves more than 15,000 certified professionals in over 100 countries. In her previous role as Executive Director, she led DRI to a record number of certified professionals with a 42% increase and oversaw the launch of a number of valuable initiatives including the DRI Online Library, the Collegiate Conference Program, the DRI Webinar Program, the Future Vision Thinktank, a new risk management training and certification program, the launch of DRI’s premier organizational certification, and the most substantive revision of DRI’s core training program in the history of the organization. She designed DRI’s international market development strategy operating in over 50 countries. During her tenure, DRI’s conference reached a record level of attendance and the organization launched a series of new committees dedicated to better serving the industry’s diverse needs including Women in Business Continuity, Young Leaders in Resilience, and the Veterans’ Outreach Program. She built the relationship with the United Nations Office for Disaster Risk Reduction, is a Board Director for the DRI Foundation, and a Certified Business Continuity Vendor (CBCV). She has appeared on Bloomberg TV, MSNBC and Fox and has served as an expert source for The Wall Street Journal, USA Today, The New York Times, and many more. She has presented at dozens of events across four continents, is a Rockefeller 100 Resilient Cities Subject Matter Advisor, and served as an editor for the 2017 version of The Professional Practices for Business Continuity Management and the coordinator for the first International Glossary for Resiliency. She is on the adjunct faculty at New York University and a 2018-19 Delegate to the US-Japan Leadership Program. She holds a Master’s of Science in International Business from New York University, a Bachelor of Arts from Bard College at Simon’s Rock and speaks four languages.
Follow her @ChloeDemrovsky.
Topic: The Evolving Landsape
Nicole Cambré - Vice President Legal - Radisson Hotel Group
Nicole Cambré is Radisson Hotel Group’s vice president legal for the new hotel development projects in Europe, Middle East & Africa.
In addition she has legal responsibility for the group’s hotel operations in Africa and Eastern Europe where she has extensive experience in managing owner and government disputes which sometimes escalate to a crisis situation.
Nicole was also one of the four on-site members of the crisis response team in Mali following the terrorist attack on our hotel in Bamako in November 2015 where 20 people were killed.
She is also currently on the group’s crisis team and has extensive experience in dealing with crisis situations especially in Africa and Eastern Europe.
Prior to joining Radisson Hotel Group in January 2014, Nicole served as general counsel Europe for Calgon Carbon, head of legal Europe for Staples and senior counsel Europe for International Paper. Also in her previous roles, she handled various crisis situations.
Nicole is a dual German/Belgian citizen with a law degree from the University of Antwerp (Belgium) and holds a Master Degree in International Law and Human Rights from the University of Lund ( Sweden) and a Master Degree in European Economics from University College Dublin (Ireland).
Nicole in her free time enjoys travelling the world especially of the beaten track to photograph and is an internationally awarded photographer.
Wilfred Kreuger - Former Station Manager, Schipol Amsterdam Airport, Malaysia Airlines
Wilfred Kreuger served Malaysia Airlines as the Station Manager for Amsterdam until 2016. During his tenure, he has shown an outstanding level of professionalism, integrity and commitment not only in
His biggest test was the handling of
He was accorded the best Station Manager in MAS just prior to the shutdown of its operations in Amsterdam. Even then, Wilfred still has
Maureen Bradley - Resilience Manager - Centrica
Maureen is an experienced organisational resilience professional with a track record of developing, exercising and maintaining effective resilience capabilities. With experience gained across a variety of disciplines and industries including telecommunications, aviation, utilities and the public sector, her initial training in operational research has been supplemented by practical consultancy, analytical, planning and general management experience along with a recent master’s qualification in Organisational Resilience, awarded at Distinction level. Her flexibility, attention to detail, customer focus and collaborative style have proven invaluable in managing direct reports and virtual teams across multiple organisations to achieve practical solutions.
Tiggy Thiagarajah - Head of Ops Process & Resilience – Virgin Atlantic Airways Ltd
Tiggy head ups the Resilience department at Virgin Atlantic which includes emergency procedures and business continuity. He also leads the senior crisis management team in responding to any event which threatens the safe and secure operations of the airline. Tiggy has led the team through volcanic ash, weather events, pandemics, security-related events and more recently, the slide deployment of an aircraft at London Gatwick.
Prior to this, Tiggy was a crisis management and business continuity consultant for KPMG working in the financial services industry and delivered an industry market-wide exercise to test the emergency response capabilities of over 100 companies in the City of London.
Tiggy started his career spending 8 years at British Airways, joining initially on the I.T graduate programme which culminated in setting up the airline’s family assistance programme and establishing the “Oneworld” global emergency response alliance framework.
Angela Hills - Senior Destinations Manager, Health, Safety, Crisis & Operations - ABTA
Angela is the Senior Destinations Manager at ABTA, with responsibility for destination operations, health and safety, crisis management and incident management. She is one of ABTA’s key points of contact for government representatives (
Angela has 30 years travel industry experience having joined the industry in 1988, working in various management roles both overseas and in the UK, for a major UK tour operator. In September 1998 she was appointed as the Head of Health and Safety and Operational Support for the Federation of Tour Operators (FTO) and International Federation of Tour Operators (IFTO). Since July 2008 when FTO merged with ABTA – The Travel Association, Angela has been responsible for destination operations, health and safety, crisis management and incident management within the ABTA Destinations & Sustainability department.
Robert McAlister - Director - Glenbarr Ltd
After leaving the British Army where he experienced operational service in various roles, Robert moved into the private sector working in senior security and risk management posts,
Robert joined Westminster Local Authorities Community Protection Department in its infancy to work on crime and disorder projects across the city, including the implementation of its command, control and surveillance systems as Head of City Coordination.
In 2003, this work was
His post expanded in 2009 to include Head of Civil Contingencies, corporately managing and directing the Emergency Planning, Business Continuity and Special Events
As part of preparations for the UK 2012 Olympics
In 2014 against an increased UK security threat, Robert took on an additional role as the Acting Head of Community Safety with responsibilities as diverse as Counter Terrorism (Prevent and Prepare), introducing new UK Anti-Social Behavior Legislation and a joint agency Integrated Gangs Unit.
A lecturer on CAST (Home Office Centre for Applied Science and Technology, CPNI (Centre for the Protection of National Infrastructure) Protective Security and Surveillance courses since 2004.
He represented Westminster on the international stage in several advisory visits to
In parallel as part of the UK Civil Protection Mechanism for the Civil Contingencies
Since 2015 Robert now runs his own consultancy Glenbarr which provides specialist advisory and training across varied portfolios which include the following,
He is a BUDMC core team lecturer for Bournemouth University Disaster Management Centre and International MSc CPD Courses,
He provides Crisis Management instruction on UK and International HMG Rapid Deployment Team and International NGO Hostile Environment Awareness Courses. These teams have since successfully deployed to the worlds crisis zones such as Ukraine, Libya, Somalia, Syria and Yemen.
In 2015/16 he worked in Sierra Leone under Operation Gritrock to deliver strategic crisis and disaster management training to the Office of National Security to develop capacity building and transition planning during the Ebola and Flooding crises.
Pursuing a passion for developing centres of training excellence both in the UK and internationally, and recognising a gap in global Crisis Leadership training, Robert created the concept, models and materials for the new RVTS East Crisis Leadership Academy in Norway. Designed to develop Crisis Leaders of The Future, this programme was successfully launched in December 2017.
He is a member of the Editorial Advisory Panel for Crisis Response Journal specialising in international crisis and disaster topics. He has had several articles and blogs published including Austerity Measures and Crisis Response, Sierra Leone Flood and Ebola Response, Working in Hostile Environments and Crisis Leadership.
Robert is CIPD Qualified Trainer and CIPD Associate Member.
Nils Reinholdt - Head of the Crises Management Unit at RVTS East
Nils Petter Reinholdt is a psychiatric professional and
He has particularly been engaged in the long-time consequences of being affected by a major disaster or terrorist act, either
He also has extensive international experience, especially from projects in Eastern Europe. From 1998 to 2002 he was national project manager for the Norwegian action plan for Suicide Prevention.
RVTS East has recently been piloting a new Crisis Leadership Academy. The Academy is designed around the cutting-edge RVTS
The Academy is focusing on promoting crisis soft skills and the emotional intelligence of the trainees, through increased self-awareness: to support positive group dynamics and critical thinking processes. The training takes place on Utøya, the island where 69 youths were shot in a terrorist attack in 2011.
Mark Bradley - Associate Director - Clarity Stress and Trauma
Mark Bradley is a Psychotherapist and counsellor holding a number of professional and academic qualifications and is in his final year of a PD in Public Health. Starting in the NHS with Child and Adolescent Mental Health Services (CAMHS) he has developed his practice and now the Associate Director at Clarity stress and Trauma; providing specialist support services and training for critical incidents and staff support.
Recent experiences include responding to the Tunisia, Paris and Brussels terror attacks, the Las Vegas mass shooting and the Manchester Arena bombing. He also specialises in pre/
He is particularly interested in pre and post interventions regarding the care and support of victims of terror incidents and the particular psychological challenges this entails. He has worked extensively on the role of resilience and growth in organisations whose staff might be vulnerable to such incidents including NGO’s and conflict journalists; in this his role he delivers training sessions in hostile environments to better engage with the realities that people operating in such contexts bring to the sessions. This work then informs his work with other organisations that are becoming more vulnerable to such events as terror attacks become
Gill Sparrow - Manager, Contingency Response Planning - Emirates Airlines
Manager with a range of experience in both the commercial and operational areas of aviation. Have enjoyed exposure to challenging operating environments, people and customers working both in the main hub as well as overseas. Now specialised and responsible for all aspects of contingency planning from both the hub response to the local overseas one, for one of the fastest growing airlines in the industry.
Ray Fitzgerald - Manager Airfield Operations - Heathrow Airport
Since joining Heathrow Airport in 2004 Ray has worked in a number of departments and locations. Initially working as a Retail Manager for Terminal 1, he then spent a year at Melbourne Airport working as the Retail Development Manager. On returning to Heathrow he became the Retail Operations Manager for Catering and was part of the Retail team tasked with the opening of Terminal 5.
Between 2009 and 2017 Ray worked within the Business Resilience department with responsibility for Emergency Planning, Command & Control, Plan Development and Operational Risk Registers. This has included the following activity:
- Assuring the process and response of the Reception Centres in the event of an aircraft accident and interacting with key airport stakeholders including the Airlines, Police and Border Force. This includes the response to the BA762 incident in May 2013 and development of the Reception Centres 3-D Desktop exercising module.
- Selection, recruitment, training and facilitation of the Airport Crisis Team.
- Development of the Operational Resilience Plan as part of the 2014 CAA Economic Licence requirement.
Since 2017 Ray has undertaken the role of Manager Airfield Operations, leading the team responsible for Airfield Safety.
Patrick Meschenmoser - Owner - Mesh & Moser Situation Management
During the eight years he worked for the Lufthansa Group as spokesperson, responsible manager for global crisis communication and later as Chief Press Officer, leading Lufthansa’s issues communication, he experienced the change of the media landscape and the challenges and advantages of the new media for crisis communication at first hand. After some years as Director Media Relations for STADA, an international pharmaceutical group, Patrick was appointed Crisis Communication Adviser of the International Atomic Energy Agency (IAEA) in Vienna. As such he was not only the Agency’s spokesman in case of an emergency, but was responsible for the development of international guidance for effective crisis communication in radiation emergencies for the IAEA’s Member States and coordinated the global crisis communication training and preparedness efforts. Patrick is often invited to speak as a global expert in Crisis Communication including engaging industry insurance groups (Albatros) on communication in the event of
With his experience gathered across a wide range of industries and within both the public and the private sector, Patrick has the ability to bring hands-on advice and best practice from different fields to the table and to identify what is really needed to be prepared to respond.