V's Lounge, Westin Tabor Center

Join utility key account managers (KAMs) and account management supervisors from across North America in Denver, Colorado, to meet and share best practices. This intense, highly interactive one-day summit is designed to provide you with concrete tools and best practices that will enhance the way you interact with business customers. We’ll focus on how to plan and implement a relationship management strategy for national account customers, the latest and greatest commercial and industrial technologies, and the changing face of account management. Plus, you won’t want to miss the “Members Exchange”—always a favorite session. Join us for this important event.

Who should attend the 5th Annual E Source Account Management Summit?
Participation is limited to members of the E Source Business Market Service and the E Source Managed Accounts Service. If you are a utility KAM, account management supervisor, or someone who supports account managers, you won’t want to miss this one-of-a-kind opportunity.

Not a member?
Please contact Mike Hildebrand, director of E Source Business Market Services, if you would like more information about the Account Management Summit.

The E Source DSM Executive Council is a special roundtable meeting held exclusively for Council members to share best practices and war stories among peers from across North America. This meeting includes a limited number of carefully selected presentations, but is weighted toward frank give-and-take discussions among the participants on timely topics such as marketing techniques, trade ally relationships, technology adoption, program design and management, and program enrollment processes.

Who can attend the Fall 2009 DSM Exec Council?
The DSM Executive Council is a closed-door session and participation is limited to Council members that meet all of the following criteria: 1) Membership in the E Source Efficiency & Demand-Response Programs Service, 2) Must be a nominated leader from utility DSM group, and 3) Must have received a personal invitation from E Source. If you are unsure whether you meet the participation criteria, please contact Susan Pascoe.

Join smart-grid leaders from across North America to discuss the most pressing issues. This highly interactive half-day roundtable session is designed to enhance your smart grid strategies and your professional network. In this ever-changing industry, your peers are your best assets, revealing insights and best practices during these rich discussions. The Intelligent Grid Roundtable is a vendor-free zone.

Who should attend the Fall 2009 E Source Intelligent Grid Roundtable?
Participation is limited to members of the E Source Intelligent Grid Service. Members involved in smart grid and AMI programs should attend.

Not a member?
Please contact Sandy Goodwin, director of the E Source Intelligent Grid Service, if you would like more information about the Intelligent Grid Roundtable.

The E Source Utility Marketing Executive Council is an exclusive gathering of invited members where they can share best practices, effective techniques, frustrating problems, and possible solutions with peers from across the U.S. and Canada. We’ll be exploring the key marketing issues utilities are facing today through facilitated discussions. We’ll be addressing both residential and business marketing issues. Timely topics will include marketing in a down economy, using social media to reach customers, using social marketing to change behavior and attitudes, creating an optimal marketing organization, and boosting market penetration of demand-side management programs. We’ll devote the majority of our time to interactive discussions, offering only a limited number of brief presentations to get us started.

Who can attend the Fall 2009 Utility Marketing Executive Council?
The Utility Marketing Executive Council is a closed-door session and participation is limited to individuals who meet all of the following criteria: They (1) must be a member of the E Source Business Market, Residential, Small & Midsize Business, or Managed Accounts Service; (2) must be a nominated leader with responsibility for the utility marketing function; and (3) must have received a personal invitation from E Source to attend the council. If you aren’t sure whether you meet the participation criteria, please contact Matthew Burks.

Join customer service leaders from across North America in Denver, Colorado, to discuss the most pressing issues of 2009. This intense, highly interactive half-day roundtable session is derived from the popular “Peer Problem-Solving” session held at past Forums. Meeting customer service expectations through your utility call center, interactive voice response system (IVR), e-mail communications, and web site provide constant challenges. Your peers are your best assets for addressing these challenges. You won’t want to miss the insights and best practices revealed during our rich discussions. The Contact Center Roundtable is a vendor-free zone.

Who should attend the Fall 2009 E Source Contact Center Roundtable?
Participation is limited to members of the E Source Utility Customer Care Service and the E Source E-Business Service. Members involved in customer care, customer service, call center management, IVRs, web sites, and e-mail communications are welcome to attend.

Not a member?
Please contact Rich Goodwin, manager of the E Source Utility Customer Care Service, if you would like more information about the Contact Center Roundtable.

We’re all being asked to do more with less. Goals for demand-side management keep rising. New policies are increasing the pressure to reduce carbon output. Marketing needs to reach deeper into all sectors using advanced tools. Digital media are transforming the ways businesses, including utilities, relate to their customers. And the Smart Grid is coming. Ultimately, this means that utilities are shifting their traditional customer-facing activities in radical ways.This year, we provide highlights of some of these transformational endeavors using our fast-paced Energy Show format.

• “NextGen Marketing,” Bill LeBlanc, Senior Advisor, E Source (Host of “The Energy Show”)
• “Policy Shifts Demand New Applications,” Michael Shepard, President, E Source
• “Web Trends for Utilities,” Florence Connally, Research Manager, E Source
• “Reaching Customers Using Their Language,” Brian Keane, Executive Director, SmartPower
• “Create Customer Content or Die,” Joe Pulizzi, President, Junta 42

Computers and the data centers that serve them comprise two of the 21st century’s fastest-growing end uses. But the IT world has access to never-before-seen options for improving energy efficiency, and now is the time for utilities to get involved. Advanced computer power management promises substantial energy savings, offers a return on investment in just weeks or months, and could help IT firms reap rewards by picking some of the lowest-hanging fruit around. Server consolidation and virtualization can improve performance and save businesses big bucks on their energy bills. Our speakers will highlight cutting-edge techniques that can help reduce the energy consumption of computing technologies. They’ll also give utilities the information they need to take the concept of “green IT” from possibility to program.

Moderator: Carol Stimmel, Research Director, E Source
Mark Monroe, Director of Sustainable Computing, Sun Microsystems
Mike Walker, President, Beacon Consultants Network Inc.
David Rogers, IT & Data Center Specialist, BC Hydro

Evidence shows that if consumers are given the right kind of feedback about their energy use, they will reduce their energy consumption. Now energy-use displays (EUDs)—a class of products also known as in-home displays—can give people real-time information about their electricity use. We’ll assess results from recent EUD pilots, looking at communication technologies, marketing approaches, and customer responses. We’ll also consider the short-term outlook for integrating EUDs with advanced metering infrastructure and discuss long-term strategies for utility EUD programs.

Moderator: Kenneth Black, Executive Vice President, Member Services, E Source
Denise Kuehn, Manager, Demand Side and Sustainable Management, OPPD
Cheri Salmon, Manager, Energy Resource Optimization, Wisconsin Public Service Corp.
Lynn Stein, Senior Advisor, E Source

Are you ready for this cultural shift? Your customers now use search engines to inform 90 percent of their buying decisions. They may eventually visit your web site, but only after they've searched the web more broadly and visited social media sites. Unless you have a plan for reaching them you'll be left out of the conversation. That's why savvy utility marketers are turning from traditional “push” marketing to “content marketing” that draws customers into conversations. It’s a way of providing them with the knowledge they need, when and where they want it. Learn how to craft a workable content marketing strategy from industry innovator Joe Pulizzi of Junta 42. In addition, see how Brian Keane of SmartPower is using social marketing to influence thousands of young adults to save energy—including the launch of a YouTube video to promote America's Greenest Campus contest. That video has gone viral, with over 350,000 hits, and there are now more than 400 colleges competing to reduce the most carbon emissions.

Moderator: Matthew Joyce, Associate Research Director, E Source
Joe Pulizzi, Chief Content Officer, Junta 42
Brian Keane, President, Smart Power

Business customers provide the largest amount of energy efficiency and demand savings for utilities, but they also present the most challenges. You’ll learn from the best utilities in the business realm as our speakers share their insights on program design, implementation techniques, and impressive results. You’ll get strategies, tips, and tools that will help you meet your DSM goals while enabling your business customers to become as energy efficient as possible.

Moderator: Mike Hildebrand, Director, Business Market Service, E Source
Tim Dantoin, Senior Engineer, Science Applications International Corp.
Laurie Malmstrom, Marketing/Outreach Energy Programs Supervisor, San Diego Gas & Electric
Susan Pascoe, Assistant Manager, Efficiency Services, E Source

Are utility carbon offset programs the new and better “green” option? Increasing requirements for meeting renewable portfolio standards at the state (and soon national) level in the U.S. are making it more difficult and more expensive to offer green power to customers. In addition, new federal cap-and-trade legislation will likely have an adverse effect on green power programs. Whether offered by themselves or bundled with efficiency rebates and renewable power products, carbon offsets give electric and gas utilities exciting new choices for customers interested in reducing their environmental footprints. Only a handful of utilities have taken the bold step of developing their own carbon offset programs, but the concept is poised to take off. We’ll discuss the necessary steps for designing and deploying a successful carbon offset program, starting with managing the stakeholder engagement process and continuing on through product design, market research, offset procurement, and marketing. We’ll then lead a series of interactive activities enabling participants to build a hypothetical business case for a utility carbon offsets program.

Moderator: Michael Shepard, President, E Source
Neil Kolwey, Manager, GHG Consulting, E Source
Kim Knox, Research Manager, E Source
Yuki Iida, Research Associate, E Source

Have you been given the directive to double your DSM results? Do you wish you could tap into a network of people who have already tried to accomplish that feat? Here’s your chance! Our panel of DSM experts includes representatives from several U.S. and Canadian electric and gas utilities who know exactly what you’re going through. Come prepared for an interactive session as both DSM amateurs and pros will have an opportunity to ask the panel questions.

Moderator: Rachel Reiss Buckley, Director, Efficiency Services, E Source
Keith Boulton, Director, Energy Conservation & Residential Marketing,Union Gas
Greg Kern, Director, Customer Renewable Generation & Energy Efficiency, NV Energy
Ruth Kiselewich, Director, DSM Programs, Baltimore Gas & Electric
John Masiello, Director, DSM & Alternative Energy Strategy, Progress Energy Florida
Tim Melloch, Director of Energy Efficiency Services, ComED
Mike Weedall, Vice President, Energy Efficiency, Bonneville Power Administration

Some have said that standards are the foundation of the smart grid and without them benefits will not progress beyond mediocrity. The hope is that industrywide standards will reduce the cost of modernizing the grid and support interoperability, creating a plug-and-play environment. The National Institute of Standards and Technology has been charged with moving that initiative forward. But the lack of standards isn’t slowing down the progress of many smart grid initiatives especially now with funding available. What’s the current status of the push to develop standards, what are the implications of deploying without them, and what impact will this have on the future?

Moderator: Sandy Goodwin, Director, Intelligent Grid Service, E Source
Michael Wiebe, President, MW Consulting
Tom Bender, Founder, Open Smart Energy

We’ll present and discuss key results from our fourth benchmarking study of North American utility web sites and our third benchmarking study of North American utility interactive voice response systems (IVRs) in this fast-moving session. Find out how your utility ranked and get specific examples of utility best practices for a range of web site and IVR transactions, including new features such as utility web site performance on mobile devices.

Moderators: Florence Connally, Research Manager, E Source
Maggie Boys, Senior Research Associate, E Source

Denver Art Museum
Downtown Denver Bike Ride
REI Flagship Store

Must register in advance.

E Source is excited to showcase several new tools we’ve developed to help utilities take their DSM, marketing, account management, and communications programs to new heights. First, find out how EnFocus, our new software platform, combines utility billing, premises, and customer data with a powerful GIS visualization capability to enable microtargeting and impact measurement of DSM programs. EnFocus also displays usage data and comparisons with like properties for your customers and can help drive your social marketing efforts. Second, learn how you can gain access to national market research, spanning more than 30,000 households, that provides appliance saturation data and enables other valuable insights. Third, see how easily you can track what customers and others are saying about your utility in blogs, on Twitter, and in other online channels with the help of a new tool we’re providing in conjunction with FiltrBox. Last, we’ll showcase a new E Source benchmarking tool that identifies the highest-priority needs of your large business customers, assesses the performance of your utility and its account representatives in addressing those needs, and compares your performance to other participating utilities.

Michael Shepard, President, E Source
Matt Burks, Manager, Mass-Market Services, E Source
Mike Hildebrand, Director, Business Market Service, E Source

We’ll kick off this gala evening with a reception. For dinner, attendees will be able to browse a variety of food stations offering distinctly different dishes. There will also be entertainment, music, and plenty of time for visiting with peers and E Source staff.

The key to reducing the energy used for lighting lies in choosing efficient sources and efficient controls. Light-emitting diodes (LEDs) are getting better more quickly than most pundits had expected, and utilities are cautiously beginning to provide incentives for LEDs in certain applications. In the area of controls, wireless systems are becoming a viable means of adding scheduling, dimming, and load-shedding capabilities to existing facilities. We’ll help you identify the best applications and technologies.

Moderator: Mary Horsey, Research Manager, E Source
Ira Krepchin, Associate Research Director, E Source
Nancy Clanton, President, Clanton & Associates, Inc.

The American Recovery and Reinvestment Act of 2009—this year’s U.S. economic stimulus package—will have a tremendous impact on nearly all energy-related activities in the United States. How will this unprecedented injection of funding into energy-efficiency and renewable-energy programs affect utilities? Our panelists will discuss the new opportunities and challenges in various program areas including energy efficiency, weatherization, and smart grid/demand response. They will also examine whether utilities are partnering or competing with state and community energy-efficiency programs.

Moderator: Dulcey Simpkins, Senior Research Associate, E Source
Bruce Folsom, Senior Manager of DSM, Avista Utilities (invited)
Tim Stout, Vice President, Efficiency Services, National Grid
Becky Williamson, Strategic Marketing Coordinator, Memphis Light, Gas & Water Division

Residential programs are ripe for innovative overhauls, both in what utilities offer to customers and in how they motivate customers to act. In these difficult economic times, utilities and customers are more closely aligned, and clever programs will take advantage of customers’ current willingness to act—to change how they think about and use energy. For example, we’ll explain the hallmarks of successful residential on-bill financing programs and show how partnering with local community organizations can extend your reach and open up new marketing channels.

Moderator: Lynn Stein, Senior Advisor, E Source
Steve Meyers, President, Rational Energy
Kim Knox, Research Manager, E Source
Matthew Marshall, Greenhouse Gas Reduction Program Administrator, City and County of Denver

Hundreds, if not thousands, of ideas on how best to implement various aspects of the smart grid have emerged over the past year, and the attention this sector is drawing ensures that new ideas will continue to germinate. The rapid evolution of the smart grid technology/policy ecosystem makes it very challenging to stay on top of who's doing what, what's working, and what might work for your utility. From this greenhouse of budding ideas, we've picked a few that seem particularly likely to bloom, because in one way or another they reduce barriers, limit risk, or utilize existing infrastructure in new ways.

Moderator: Dan Greenberg, Associate Research Director, E Source
Jon Rappaport, Chairman, U-SNAP Alliance
Mike Rowand, Director of Advanced Customer Technologies, Duke Energy
Greg Lovett, Managing Supervisor Energy Efficiency Products and Services, AmerenUE

Capturing whole-building energy savings may no longer be just a lofty goal—it may soon be a requirement. Changing building codes and other factors may force utility programs to leave behind their traditional focus on stand-alone measures and adopt approaches that will produce whole-building improvements. We’ll hear about some technologies that can facilitate this shift and learn about an innovative program at Puget Sound Energy that’s focusing on energy management, resource tracking and training building staff to capture savings.

Moderator: Peter Criscione, Research Manager, E Source
Mark Frankel, Technical Director, New Buildings Institute
Bill Younger, Manager, Business Energy Management, Puget Sound Energy

In just the last couple of years, consumers have become more aware of their environmental footprint. Not only are they making efforts to be more green, they also expect the companies they patronize to be green as well. What does this mean for electric and gas utilities? We’ll take a look at the role utility companies play in this movement and best practices for turning this interest into goodwill and revenue for the utility. We’ll also identify who comprises the green customer segment and the messages and products that appeal to these consumers. With this information in hand, utility companies will be better poised to develop and market green products such as carbon offsets, green power, and other climate-related programs.

Moderator: Florence Connally, Research Manager, E Source
Jennifer Brogdon, Green Power Switch Product Manager, Tennessee Valley Authority
Steve Mudd, Product Portfolio Manager, Xcel Energy
Christy Brinnehl, Account Manager, Nielsen Claritas
Jonathan Drost, Account Executive - Energy, Nielsen Claritas

No one working at a utility today has experienced an economy this bad. We all know that unprecedented numbers of customers have defaulted on their mortgage payments. Likewise, utilities have been seeing increases in disconnects, delinquencies, and write-offs. What can utilities do to mitigate their losses? How can they help their customers while also protecting themselves from the perils of a depressed economy? Our utility panelists will talk about their strategies for managing these risks and share their best practices for credit and collection.

Moderator: Sarah Weldon, Research Associate, E Source
Teri Berliner, Director, Billing and Credit Operations, American Electric Power Energy Services, Inc.
Bruce Gay, President, Monticello Consulting Group
Lauren Mesch, New Business Development, Western Union Payment Services
Debra Rubio, Manager, Customer Revenue and Services Department, Colorado Springs Utilities

Widespread deployment of advanced metering infrastructure (AMI) is setting the stage for smart grid—an integrated network that supports the bi-directional flow of electricity and information. Communication technologies are fundamentally changing the business of selling energy and utilities are just now beginning to realize the potential benefits. Pilot projects play a critical role in guiding the exploration of this uncharted territory: they test real-world technological performance, gauge customer response to new capabilities, and identify organizational needs within the utility.

Moderator: Carol Stimmel, Research Director, E Source
John Baker, Chief Strategy Officer, Austin Energy
Richard Walden, Director, Dominion

At this special awards luncheon, you’ll find out who the E Source Print Ad Award winners are and see the best in show when it comes to promoting energy-efficiency programs via print ads. In addition, we’ll be honoring the top 5 utilities from our two most recent benchmark studies: the “E Source 2009 Review of North American Electric and Gas Company IVRs” and the “E Source 2009 Review of North American Electric and Gas Company Web Sites.”

You know what they say about making sausage? Come hear from leading innovators who are engaged in the ongoing struggle to wring ever-more efficiency from common end-use technologies. We’ll take a peek at their hands-on efforts, as these pioneers discuss their successes and failures. WARNING: This session is not for the faint of heart!

Moderator: Jay Stein, Executive Vice President, Research, E Source
Dave Bisbee, Project Manager, Energy Efficiency Department, Sacramento Municipal Utility Company
Reid Hart, Associate Director, Portland Energy Conservation, Inc.

How will economic recovery, supply-and-demand dynamics, geopolitics, and new legislation on climate change, energy efficiency, and renewable energy influence the price of energy? How can utilities prepare themselves and their business customers for what lies ahead? Our energy price experts and a panel of account managers and large energy users will guide us on an expedition into these uncharted waters.

Moderator: Mike Hildebrand, Director, Business Market Services, E Source
Chris Wiederspahn, Managing Director, E Source
Greg Tomsick, Senior Director - Transportation, Distribution and Energy, Boston Market
Judy Corrigan Key Account Executive, National Accounts, Xcel Energy
Jerry Neal, Manager, Business Customer Support, Public Service Company of New Mexico
Tad Nordstrom, Energy Risk Manager, Ball Corp.

A prerequisite for this session is that you show up wearing your customer’s shoes (fashion is excused just this once). We’ll discuss creative ideas for marketing demand-response programs to residential and small business customers. You’ll learn how to increase your program’s value for your customers, craft a compelling message, target the right people, and find effective channels to reach them.

Moderator: Chad Garrett, Senior Research Associate, E Source
Maya Machnicova, DR Marketing Manager, PG&E
Brian White, Energy Select Program Manager, Gulf Power

EPA Region 8 Green Building Tour
Denver Botanic Gardens
Denver Microbrew Tour
Tattered Cover Bookstore

Must register in advance.

Join E Source experts and your colleagues on a culinary adventure in Lower Downtown (LoDo).

For details, please visit the Networking tab.

The industry expectations of smart grid are monumental and far-reaching. Many anticipated that modernization of the grid will revolutionize the industry, change the relationship with the customer, bring energy conservation and demand response to larger audiences, and improve reliability, all while reducing environmental impacts and the overall cost of electricity. This session will explore these opportunities, provide insights into the likelihood of realizing these benefits, and discuss progress to date.

Moderator: Sandy Goodwin, Director, Intelligent Grid Service, E Source
Patrick James, Director, TXU Energy
Chad Garrett, Senior Research Associate, E Source
Philippe Bouchard, Market Analyst, Southern California Edison Company

Utilities are faced with goals for meeting renewable energy targets of 25 percent of generation or more by 2020, and it’s likely that they will have to meet even bigger goals by 2050. To succeed, they will need to deploy a variety of strategies for transitioning from reliance on fossil fuels to a generation mix that includes multiple renewable resources, while also balancing cost and reliability considerations. This impending challenge is already sparking creativity on the part of several utilities that have developed new program designs aimed at encouraging investment in customer-sited renewables. We’ll learn about a feed-in tariff in Florida and look at other new incentive structures. We’ll also get a glimpse of what the grid may look like in 40 years, with new energy sources bolstered by a smarter grid and enhanced demand-side management.

Moderator: Gwen Farnsworth, Associate Research Director, E Source
Kathy Viehe, Assistant General Manager, Gainesville Regional Utilities
Yuki Iida, Research Associate, E Source
Jim Newcomb, Group Manager, National Renewable Energy Laboratory

Social media, which represent a fundamental shift in the way we communicate, are growing in popularity exponentially. Your customers are already talking about you through social media channels—are you part of the conversation? We’ll explain what social media are, provide case studies of how utilities are using these new channels, and highlight new ways to track, monitor, and contribute to these online conversations.

Moderator: Stephanie Cary, Senior Research Associate, E Source
Andrew Heath, Director Customer Satisfaction Services, E Source
Andre Francis, Social Media Lead, Pepco Holdings
Matthew Burks, Manager, Mass-Market Services, E Source

When internationally acclaimed photojournalist James Balog shot photos for the June 2007 National Geographic cover story on the world’s changing glaciers, he was something of a skeptic about the pace of climate change. What he saw inspired him to launch a nonprofit project in which time-lapse cameras were installed at many of the world’s major glaciers to capture images at one-hour increments all year round. The stunning results, broadcast in the NOVA special Extreme Ice in March 2009, show for the first time the pace of change in some of the most remote corners of the earth. Whatever your views on climate change, this beautiful and inspiring presentation will give you a fresh perspective. For a sneak preview, visit www.extremeicesurvey.org.

James Balog, Photojournalist and Director, Extreme Ice Survey

The Palm Restaurant at the Westin Tabor Center