EUROPEAN CITIES MARKETING ANNUAL CONFERENCE & GENERAL ASSEMBLY

KEY PERFORMANCE INDICATORS AND TOURISM DO THEY REALLY MEASURE AND IMPROVE THE PERFORMANCE OF DESTINATION MARKETING ORGANISATIONS? , JUNE 11 - 14, 2008

CITY BREAK EXHIBITION BELGRADE, JUNE 9 - 10, 2008 Dear Colleagues,

We have the pleasure of inviting you to European Cities Marketing Annual Conference & General Assembly in Bel- grade on 11 – 14 June and to the City Break Exhibition on 9 – 10 June 2008.

The week starts with the third City Break exhibition in Belgrade. City Break 2008 will have up to 150 of Eu- rope’s leading destinations and city tourism suppliers conducting business with up to 120 of the best city break outbound operators, for example Gullivers, Tui, Miki Travel, Expedia all under one roof.

Right after hosting the Eurovision Song Contest, Belgrade is clearly asserting its presence in Europe DVDNH\GHVWLQDWLRQZLWKLWVKLVWRULFEXLOGLQJVPXVHXPVJDOOHULHVDQGÁRXULVKLQJQLJKWOLIH6HH- king to attract an additional one million visitors in 2008, Belgrade is a perfect location for this specialist event for the city break market. Register now and take this unique opportunity to meet buyers in a commercially driven environment, with pre-scheduled appointments and unprece- dented networking opportunities!

ECM Annual Conference will start on Wednesday evening with the Welcome Reception at Ada Safari on the Island before continuing with the seminar on Thursday. This year the theme will be “Key Performance Indicators and Tourism – Do they really measure and improve the performance of destination marketing organisations?”. Speakers presen- WLQJRSHUDWLRQDO&(2DQG172SRLQWVRIYLHZZLOOKHOSLQÀQGLQJQHZVROXWLRQVRQKRZ KPIs can help ECM members to reach their targets and to measure their success both in the tourism sector and the meetings industry.

$QLQQRYDWLRQWKLV\HDULVWKDWDOO&KLHI([HFXWLYHPHPEHUVDUHLQYLWHGWRMRLQWKHÀUVW «Leaders’ Dinner» which will take place right after the Welcome Reception on Friday at the Club of Ministers, a venue in the fancy part of the city.

As usual, Friday is dedicated to the Working Groups and Knowledge Groups dealing with relevant topics such as best practice examples of visitor surveys and new ways of selling City Cards through different channels.

ECM General Assembly will also take place on Friday morning where it will be open to the members to adopt the new ECM strategy. Elections of the Board members and Working Group chairpersons will also take place in Belgrade.

Belgrade Tourist Organisation will make sure that everybody enjoys the Serbian way of life and experiences the diversity the city has to offer. The exciting social programme, which will allow you to visit the most beautiful places of Belgrade, will be completed by the technical visits that will give you a possibility to discover the impressive roman settlement Viminacijum and Belgrade’s splendid neighbour city .

If you want to learn more about how to monitor your own success, come and work with your European colleagues in an inspiring Serbian ambiance. Join us in Belgrade!

Frank Magee Olivera Lazovic Mark Walsh President Director Exhibition Director City Break European Cities Marketing Belgrade Tourist Organization Reed Travel Exhibitions INTERNALINTERNAL MEETINGS

and at and at Room ZICA Room Room ZICA Room (Experts only) Room OSTROG Room OSTROG Room OSTROG Room , June 11 - 14 Room STUDENICA & & STUDENICA Room Room STUDENICA & RAVANICA & STUDENICA Room .com .com Leaders’ Dinner Leaders’ Dinner Dinner Steering Committee Tourism Meeting Tourism Committee Steering Conventions Committee Steering Meeting Lunch at Holiday Inn Committee Meetings Break Coffee EC in EC Group Working Statistics & Research Group Working (Experts only) Meeting Board IN Hotel Holiday Inn & Departure from Hotel Balkan Departure from at Ada Safari Reception Welcome Common Steering Committee Meeting Committee Steering Common Break Coffee expo.com expoexpo.c expo.c expo.com expo.com Ada Safari to from Transfer Departure Holiday Inn to Leaders’ from Departure IN Hotel to Leaders’ from Holiday Inn departure Second from Hotel Balkan departure Second from Wednesday 11th June Wednesday 20.45 21.15 21.20 10.30 - 12.00 10.30 - 12.00 12.00 - 13.30 13.30 - 15.30 15.30 - 15.45 15.45 - 17.45 15.45 - 18.45 15.45 - 18.45 19.30 19.45 20.00 - 21.00 20.30 20.45 ECM Annual Conference & ECM Annual Conference 11 - 14 June General Assembly, 9.00 - 10.00 10.00 - 10.30 City BCity B youyIf If If are interested an ECM member to reserve at a stand CiCi Pe Pe Tel Tel pepe ForFor www.citybreakexpo.com www.

CITYY BREAK er er er 70 70 70

verlooking the rivers Sava and Sava the rivers verlooking reak Dinner at the historic Belgrade fortressDinner at the historic Trade Show Lunch Trade x 9 appointments Pre-arranged 15 minutes each Free networking session networking Free x 9 appointments Pre-arranged 15 minutes each Pre-arranged appointments x 12 appointments Pre-arranged 15 minutes each The evening . Dinner Royal at the Highness Royal by His will be hosted Prince Alexander II of Crown Supplier meets Buyer Session Session Buyer Supplier meets Exhibitors opportunity the have to arrange buyers with meetings additional Show Lunch Trade Welcome Address Welcome The Airline Seminar industry the within specialists panelA of Stand set up and registration up set Stand at the City Hall Reception Welcome

Belgrade. Belgrade. Belgr

About City Break City B About AbAbo About Monday 9th June Monday

Sunday 8th June Tuesday 10th June Tuesday

Evening Evening 14.30 - 17.30

13.10 - 14.30 10.15 - 13.10

09.00 - 10.00

Evening Evening 14.00 - 18.00

12.00 - 13.45

10.30 - 12.00 09.15 - 10.15

09.00 - 09.15 Evening

City Break 2008, June 9 - 10 2008, June City Break

Assembly and City Break 2009 and City Break Assembly organisations organisations Christel Economics, Cortez-Jimenez,Isabel of Lecturer Institute, Research and Travel de Haan Tourism Nottingham the University of discussion up and open Summing TEAM Managing Director, Carter, Roger Dr. Network 2008 ECM - Autumn Nottingham meeting CE, Experience Nottinghamshire John Heeley, Prof. - ECM Annual Conference, Gothenburg General Co & Göteborg Bjerkne, CEO, Claes Dinner at Belgrade Fortress smartDresscode: Performance measurement and best practice practice best and measurement Performance operation website Tourism Dublin Coordinator, Web Flanagan, Gemma commercial Tourism The Nottinghamshire membership seek we and the KPIs scheme achieve to Experience Leader, Commercial Laird, Keith Nottinghamshire Culture: of European experience 08 The Liverpool Company Culture Liverpool Director, Kris Donaldson, Break Coffee and monitoring scorecards, balance KPIs, marketing destination the performance of The Victor Monument at Belgrade Fortress Monument The Victor hotels Holiday Inn to Departure from IN Hotel Holiday Inn & Departure from Hotel Balkan Departure from 16.30 - 16.45 16.45 - 17.00 17.00 - 17.15 17.30 19.30 19.45 20.30 Operational perspectives - views from the ground from views - perspectives Operational 14.00 - 14.30 14.30 - 15.00 perspective A Mega Event 15.00 - 15.30 15.30 - 16.00 the threads & together drawing Academic perspectives 16.00 - 16.30 SEMINAR in EXPO XXI

EXPO XXI HOLIDAY INN HOLIDAY

WLPH ÀUVW case study of Copenhagen’s award winning winning award Copenhagen’s of study case Bureau Convention Wonderful Director, Convention Jakobsen, Steen Copenhagen Coffee Break Coffee performanceKPIs, and the management experience Manchester VisitManchester Director, Managing Simpson, Paul performance: tourism Measuring business Case study of a leading convention bureau bureau a leading convention of study Case monitor to used and how are KPIs performance Bureau Convention Barcelona Airy Garrigosa, Director, KPIs and the assessment of DMO DMO of and the assessment KPIs performance and Leader - Performance Smart,William Team Tourism Midlands East Evaluation, really that SMART and how meaningful are are meaningful and how SMART that really performance indicators? key TEAM Managing Director, Carter, Roger Dr. an intenational consultant A global from view Introduction Bureau Convention Director Geneva Loetscher, Anja organisations marketing destination Are new members attending the annual conference for membersnew attending annual conference the President’s Breakfast President’s This breakfast is open to all potential members and (Open to(Open Chief Executives) all 2 business; Address: Tolstojeva Dresscode: Island Dinner at Ada Safari on Sava casual; Address: Dresscode: Leaders’ Dinner at Club of Ministers Leaders’ Dinnerof at Club

Thursday 12th June 12.00 - 14.00 Lunch at EXPO XXI

11.30 - 12.00

11.00 - 11.30 10.40 - 11.00

10.10 - 10.40 CEO and director perspectives - views from the top! the top! from views - perspectives and director CEO

09.40 - 10.10 A National and regional perspective and regional A National

09.10 - 09.40

09.00 - 09.10 Setting the Context marketing organisations? marketing measure measure and improve the performance of destination Key Key Performance Indicators and Tourism -Do they really   WKH

08.00 - 09.00 08.30 Holiday Inn to IN Hotel Departure from 08.15 Holiday Inn to Hotel Balkan Departure from

21.00 21.00

TECHNICALTECHNICAL VISITS

HOLIDAY INN HOLIDAY 6XQGD\ Excursion free of charge charge of free Excursion RQ KRPH transfers to Belgrade airporttransfers to Belgrade to all Á\LQJ Bohemian QuarterBohemian Dinner in Bohemian quarterDinner in Bohemian Dresscode: casual; Address: Skadarska st. casual; Address: Skadarska Dresscode: streets recommended not - high heels Cobblestoned Enjoy an original roman dinner at Viminacijum, a Viminacijum, dinner at an original roman Enjoy exceptional and a site of settlement former roman Pompeii. Balkan called the interest, also charge of free Excursion Breakfast Meetings Committee Meetings Breakfast day last the meets also Committee The Meetings all ideas to meeting the in common put of members. the from Novi Sad to Departure for the Excursion Sad with Novi Athens» «Serbian called so the Visit Petrovaradin and the monuments numerous its Fortress. famous wine the taste way On the This excursion «Bermet» in Sremski Kralovci. (rates: Hotel at Park***** stay includes an overnight Sad as well as lunch 75 €/Sgl; in Novi 100 €/ Dbl) boat a with Doria river Aquava the and a dinner at Danube. Novi Sad and the Novi beautiful over view Sad offers accommodation except charge, of free Excursion Belgrade City Tour and foot boat and by by bus, by Belgrade Experience Fortress, Belgrade Tito the Temple, St.visit Sava Lunch old town. and the Dedinje, complex, be servedwill on board. Viminacijum to Excursion

Saturday 14th June 14th Saturday 19.45 20.00 IN Hotel Inn & Holiday Departure from Hotel Balkan Departure from 20.30

08.30 - 09.30 09.30  10.00 - 15.00 GHOHJDWHV 16.00 - 23.30 GENERALL ASSEMBLY,ASSEMBLY, WGs, KGs

EXPO XXI EXPO XXI EXPO XXI Room ZICA Room (Experts only) Room OSTROG Room Room MILESEVA Room Room RAVANICA Room Room RAVANICA Room Room STUDENICA Room Room STUDENICA Room Room GRACANICA Room (Experts only) (Conventions Forum only) (Conventions

Inauguration of the new City Cards website Cards City new the of Inauguration Update on ongoing projects (shopping barometer, barometer, (shopping Update on ongoing projects newsletter…) Eureka, e-library, Cards City Knowledge Group ? cards more city can we hotels get to sell How Coffee Break Coffee Statistics & Research Knowledge Group Visitors surveys and Lisbon Amsterdam from Examples Working Group Communication & PR & Communication Group Working (Experts only) City Cards Group Working Lead Exchange Working Group TIC Group Working Belgrade TICs of Visit Knowledge Group EC in EC Knowledge Group to accessible things to make & Culture : How Event story. A success visitors aren’t? they when - Brussels» and tell «See Paelinck,Isabelle President, Guided Tours Brussels Knowledge Group IT & IT & Knowledge Group E-communications photos, content, generated Hotel user reviews, guest and Tourism Brussels the from videos - Feedback Bureau solution Vinivi the with Convention BITC Webmaster, de Kerchove, Olivier van Vinivi Founder, Granger, Gilles Experience Design in City Tourism - Experience in City Tourism Design surveying of the power Feel together Wonderful Ole Kjær Analyst, Chief Mansfeldt, Copenhagen Departure from IN Hotel to Holiday Inn Holiday to Hotel IN Departure from Assembly General Marketing Cities European the new ECM website Inauguration of Departure from Balkan Hotel to Holiday Inn to Hotel Balkan Departure from

Friday 13th June

18.00 hotels Holiday Inn to Departure from

16.45 - 17.45

16.45 - 17.45 16.30 - 16.45

14.30 - 16.30 14.30 - 16.30

14.30 - 16.30 15.30 - 16.30

14.30 - 15.30 13.00 - 14.30 Lunch at EXPO XXI

12.00 - 13.00

12.00 - 13.00

11.00 - 12.00 10.55 - 11.00

10.30 - 10.55 Break Coffee 08.30 - 10.30

08.00 07.45 Hotels

Holiday Inn (ECM Headquarters) IN Hotel Hotel Balkan situated in distance to Holiday Inn: 500 m situated in the City Centre, distance to Holiday Inn: 4 km

74 Spanskih Boraca 56 Arsenija Carnojevica Bd. Prizrenska 2 11070 Belgrade 11070 Belgrade 11000 Belgrade Serbia Serbia Serbia Tel: 381-11-3100000 Tel: 381-11-3105300 Tel: 381-11-3636000 Fax: 381-11-3100100 Fax: 381-11-3105351 Fax: 381-11-2687581 http://www.ichotelsgroup.com/h/d/hi/1/ http://www.inhotel-belgrade.com http://www.balkanhotel.net en/hotel/begbg

Rates: Rates: Rates: Single 145 €* Single Standard 98 €* Single Standard 90 €* Double 145 €* Double Standard 119 €* Single Deluxe 95 €* Double 110 €* Single Half Apartment 115 €* *including VAT and breakfast; tourist tax payable on the spot Single Apartment 120 €*

IN Hotel Holiday Inn Hotel Hotel Balkan

Conference Venue

EXPO XXI situated next to Holiday Inn EXPO XXI 74A Spanskih Boraca 11070 Belgrade Serbia http://www.EXPOXXI.co.yu

EXPO XXI is situated in New Belgrade and thanks to a corri- dor directly connected to Holiday Inn, the ECM headquarters. The seminar on Thursday as well as the General Assembly and the «Experience Design in City Tourism» presentation on Friday morning will be held here. All other meetings will take place in Holiday Inn. Belgrade in Brief

BASIC INFORMATION particular parts of town and suburban areas. Night services Area: 322,268 ha are once an hour from one of the termini: Trg Republike, 3RSXODWLRQ ÀJXUH Slavija and Opština Novi Beograd (Novi Beograd Municipal Council building). Belgrade City Transport Company: www. CLIMATE gsp.co.yu The climate of Belgrade is a moderate continental one, with four seasons. June is the warmest month with an average SHOPPING HOURS temperature of 22.1 C°. Shops are mainly open from 9 a.m. to 9 p.m. Delta City - shopping mall (close to the three hotels) is open every day CURRENCY till 10pm. Coins: 1, 2, 5, 10 and 20 dinars Banknotes: 10, 20, 50, 100, 200, 500, 1000 and 5000 dinars TAXIS 1 Euro = approx. 83 dinars In case you want to go somewhere out of programme the taxi is the easyiest and cheapest option. For example, from &XUUHQF\FDQEHH[FKDQJHGLQDOOEDQNVDQGSRVWRIÀFHVDV Hotel In and Holiday Inn to the city center, it costs approx. ZHOO DV LQ WKH PDQ\ DXWKRUL]HG H[FKDQJH RIÀFHV DQG EDQN (XURV7D[LVFDQEHRUGHUHGE\SKRQHRUVLPSO\EHÁDJJHG machines in the city. The best foreign currency to bring is the down in the street. During the night rates are about 30 % Euro (EUR) as the people of Serbia very often quote prices in higher. Euros, in parallel to dinars. TIME ELECTRICITY Belgrade is in the CET zone - (GMT+1 The Serbian electricity network operates at 220 V~, and a hour). frequency of 50 Hz. TRANSFERS HOW TO GET TO THE HOTEL? For every working day buses will wait for the participants in )RUDOODUULYDOVRQ-XQH %HOJUDGH7RXULVW2IÀFHZLOO front of both hotels (IN Hotel & Balkan Hotel) in order to DUUDQJHDWUDQVIHUWR\RXUKRWHODFFRUGLQJWR\RXUÁLJKW7KH bring them to Holiday Inn/ EXPO XXI. maximum waiting time will be 30 minutes. The transfer will At the end of the day buses will bring delegates back to their take approx. 20 minutes from the airport to all 3 hotels. hotels. In case you miss the transfer, please go to Belgrade Tourist Every evening, the buses will be pick up participants at the Organization Welcome Desk at the airport that will recom- three hotels and will of course bring participants back to the mend you a taxi company. hotels after dinners.

PUBLIC TELEPHONES For delegates who have booked the excursion to Novi Sad, Public Halo call boxes can be used with Halo cards (‘Halo kar- there will be transfers from Novi Sad to Belgrade airport on tica’), costing 200 or 300 dinars, each one containing 15 di- Sunday June 15. The transfer will take approx. 1 hour 15 mi- nars-worth of free calls. Halo phone cards can be purchased nutes. IURPNLRVNVSRVWRIÀFHFRXQWHUVDQGUHWDLORXWOHWV )RUDOOGHOHJDWHVÁ\LQJKRPHRQ6DWXUGD\%HOJUDGH7RX- rist Organization will arrange a transfer to the airport accor- PUBLIC TRANSPORT GLQJWRÁLJKWVFKHGXOHV Belgrade city public transport is provided through a network of bus, trolleybus and tram routes run by GSP «Beograd» and WATER bus services operated by private bus companies, on around The city public water supply and the water from public drin- 130 routes. king fountains is safe and pleasant to drink. Single tickets can be bought: - in public transport vehicles, from the driver or conductor - at kiosks marked with a ticket sales sticker - at GSP points-of-sale

Single tickets must be punched immediately upon entry into the vehicle. Night transport routes differ from the routes of daytime services and combine several routes which serve Conference Fees

Before May 16 May 16 or later ECM Members 359 € 409 € Third delegate & more (members only) 309 € 359 € Non-members 459 € 509 € The fee includes attendance to the conference, lunches & dinners from Wednesday to Friday, coffee breaks and transfers.

Accompanying persons may take part in the social programme and dinners. Prices for dinners are as follows: Wednesday: 30 €/person Thursday: 40 €/person Friday: 35 €/person Registration

3OHDVHFRPSOHWHWKHHQFORVHGIRUPVWRUHJLVWHUIRUWKHFRQIHUHQFHDQGWRERRN\RXUDFFRPPRGDWLRQ ÁLJKWV,I\RX have any questions, please contact Grit Becker at [email protected].

7KHGHDGOLQHIRUFRQÀUPHGDFFRPPRGDWLRQERRNLQJVLVMay 16, 2008. After this date the booking agents will do their EHVWWRDVVLVWDOOSDUWLFLSDQWVZLWKKRWHOERRNLQJVKRZHYHUDOOUHTXHVWVZLOOEHFRQÀUPHGXSRQDYDLODELOLW\:HKDYHOLPL- ted contingencies in all hotels. Therefore rooms will be allocated on a FIRST COME, FIRST SERVED BASIS. Payment & Cancellation Policies

Conference Any cancellation must be sent in writing to [email protected]. In case of cancellation before May 30, 2008 the conference fee will be refunded entirely. After this date 100 € administration fee will be charged.

Accommodation For any written cancellation, the following up to 7 days prior to arrival 1 night charged terms of cancellation are applicable for the 7 days prior to arrival 2 nights charged three conference hotels: No show full amount charged

JAT & Austrian Airlines

JAT and Austrian Airlines are offering all City Break and ECM delegates special rates on round trip tickets from their Euro- SHDQGHVWLQDWLRQVWR%HOJUDGH7LFNHWVDUHDW½WD[IRU-$7ÁLJKWVDQG½WD[IRU$XVWULDQ$LUOLQHÁLJKWVDQGFDQ be purchased when registering for one of the events. The agreement is only valid for certain dates of arrival/ departure and special rates are valid until May 16, 2008. Delegates may consult timetables on airline websites and indicate their VHOHFWHGÁLJKWWLPHZKLFKZLOOEHFRQÀUPHGXSRQDYDLODELOLW\3OHDVHÀQGPRUHLQIRUPDWLRQRQWKHÁLJKWERRNLQJIRUP

For further information please contact: European Cities Marketing 29 D rue de Talant, 21000 Dijon, France

Tel. +33 380 56 02 04 Fax +33 380 56 02 05 [email protected] www.europeancitiesmarketing.com

Special thanks to our sponsors: