Sheldon Wardwell Chief Global Development Officer inWhatLanguage 3007 S. West Temple, Suite L Salt Lake City, UT 84115 sheldonw@inwhatlanguage.com (800) 580-3718

Sheldon Wardwell is a senior business leader responsible for driving inWhatLanguage’s corporate social responsibility initiative, Impact, defined by the company’s mission to unify communities around the globe through innovative translation solutions. Prior to joining inWhatLanguage, Sheldon was the global philanthropy and supply chain manager at Cotopaxi, a creator of innovative outdoor products and experiences that fund sustainable poverty relief, move people to do good, and inspire adventures.

Throughout his career Sheldon has managed a range of relief and development projects in Africa and Latin America, including Guatemala, Rwanda, South Sudan, and Bolivia. Sheldon’s notable roles include working as an associate with Humanity United in 2013, where he was responsible for evaluating the impact of philanthropic investments across five countries, with a programmatic budget of $20 million. In 2014, Sheldon planned and executed civilian protection programs in response to the outbreak of war and mass civilian displacement in South Sudan.

Sheldon received a master’s degree in international sustainable development practice from the University of Florida and a bachelor’s degree in political science from the University of Utah. He loves to travel and meet new people, and he has a lifelong commitment to improving lives around the world.

Unifying a Global Community Through Impact
Thursday, April 26 • 4:00 pm–5:00 pm
In this presentation, Cody and Sheldon will share how inWhatLanguage is utilizing language services to serve a greater purpose in unifying communities. They have developed technology and human networks that enable knowledge and information to flow seamlessly among diverse communities, fostering trust and mutual understanding, increasing access to critical information, and improving lives. Demonstrated by some recent case studies, they will highlight how they are using company profits for a purpose by providing a portion of the profits to projects that serve a greater global need. They call this impact. Three case study examples include working with the World Health Organization during a critical health crisis to ensure that content is available in the affected region's native language; working with the Granite School District in Utah to ensure that vital student health and wellness content is available to English language learners in their native language; and working with the United Way to ensure that vision testing materials are available in multiple languages to best serve their population. → Download the handout

Cody Broderick CEO/Founder inWhatLanguage 3007 S. West Temple, Suite L Salt Lake City, UT 84115 codyb@inwhatlanguage.com (800) 580-3718

Cody Broderick is a natural leader who loves the translation industry. He has been leading our industry for over 10 years and is looking forward to many more. With an understanding of quality translations and software development, Cody is perfect for bringing inWhatLanguage to new heights and technological achievements.
Cody has a master’s degree in information systems from the University of Utah.

Unifying a Global Community Through Impact
Thursday, April 26 • 4:00 pm–5:00 pm
In this presentation, Cody and Sheldon will share how inWhatLanguage is utilizing language services to serve a greater purpose in unifying communities. They have developed technology and human networks that enable knowledge and information to flow seamlessly among diverse communities, fostering trust and mutual understanding, increasing access to critical information, and improving lives. Demonstrated by some recent case studies, they will highlight how they are using company profits for a purpose by providing a portion of the profits to projects that serve a greater global need. They call this impact. Three case study examples include working with the World Health Organization during a critical health crisis to ensure that content is available in the affected region's native language; working with the Granite School District in Utah to ensure that vital student health and wellness content is available to English language learners in their native language; and working with the United Way to ensure that vision testing materials are available in multiple languages to best serve their population. → Download the handout

Natalya Mytareva, M.A. Managing Director Certification Commission for Healthcare Interpreters (CCHI) 1721 I St NW Suite 300 Washington, DC 20006 managing.director@cchicertification.org (571) 406-3694

Natalya Mytareva, M.A., CoreCHI™, is CCHI executive director and past chair and is a Russian interpreter/translator. She started her career as an instructor of various interpretation and translation courses at Volgograd State University (Russia) in 1991 and moved to the United States in 1996.

Prior to her employment with CCHI, Natalya was communications programs director (2000–2012) and refugee services director (2013) of the International Institute of Akron, Inc. (Ohio), a nonprofit refugee resettlement agency, where she coordinated the interpreting and translation services, interpreter and cultural competence training programs, and, in the last year, the delivery of resettlement and employment services to refugees.

Since 2003, Natalya has been teaching a variety of courses to healthcare interpreters of various facilities in Ohio. She is the author and instructor of courses for interpreters of languages of lesser diffusion. Natalya has delivered a variety of presentations for healthcare and social service providers on cultural competence, working with interpreters, and serving refugee populations.

Natalya holds a combined B.A./M.A. degree from Volgograd State University in philology and teaching English as a foreign language.

National Medical Interpreter Certification: What's Next for Interpreters of Languages of Lesser Diffusion
Thursday, April 26 • 2:30 pm–3:00 pm
National certification for medical interpreters has been available since 2010. Yet, as with many endeavors of this scale, the number of languages available for performance assessment is limited. At the same time, managers who hire or contract with interpreters of languages of lesser diffusion and indigenous languages need to have reliable and standardized tools for testing their skills. Language proficiency testing is not enough for many reasons, including the lack of transparency for how these commercial tests are validated and rated. The question is truly about competencies and skills differentiating a competent interpreter from a fluent bilingual, and whether these skills can be tested in an English-only modality. Presenters will report about findings of the focus group discussions that the Certification Commission for Healthcare Interpreters conducted with industry experts across the United States in fall 2017. The value, challenges, and limitations of testing interpreting skills in an English-only modality will be discussed. Attendees will be polled about their opinions. → Download the handout

Michael Klinger Managing Director Anzu Global 525 Massachusetts Avenue Acton, MA 01720 mklinger@anzuglobal.com (978) 429-8014

Michael Klinger has 25 years of experience in the globalization industry. He is the managing director of Anzu Global, where he manages the brokerage services for LSCs and oversees the localization staffing services. He has a master’s degree in movement therapy from Lesley College and an MBA from Northeastern University. Michael started as an interpreter and translation project manager and speaks five languages. He established and grew the globalization staffing and localization outsourcing businesses at Winter Wyman Contracts, which became COMSYS and is now Experis. His current wish is to leverage his business network to support his social venture and charitable work in bringing computers and technology to Niger, Africa. Visit www.bokai.org for more information.

Do Good Sales People Make a Difference in the Language Industry: Sales Hires vs. Aquistitions
Thursday, April 26 • 5:00 pm–5:30 pm
In the past 25 years, Anzu Global has provided sales staffing resources to over 200 LSCs. We have tracked the results of their sales efforts, company growth, and decline and have seen first-hand the challenges, risks, and rewards of hiring, training, and managing sales people for LSCs. We will present a summary of our experience and present actual financial figures to support and underscore this process.

We will compare and contrast revenue growth through sales hires with revenue growth from acquisition. Part of our business at Anzu is to broker business deals with language companies. We will provide an overview of the seven-language brokerage deals we conducted in 2017. Included will be financial figures pertaining to growth and an overview of risks and rewards of the acquisition model. → Download the handout.

Scott A. Mirsky Attorney Mirsky Law Group, LLC 600 Jefferson Plaza, Suite 440 Rockville, MD 20852 samirsky@mirskylawgroup.com (301) 664-7710

Scott A. Mirsky is the owner of Mirsky Law Group, LLC, focusing his practice on advising and litigating employment, business, and construction disputes. He has experience in handling noncompete and trade secret disagreements, employment claims, intellectual property infringement cases, complex construction issues, wage disputes, and breach of contract claims. Scott has over 15 years of experience representing individuals and businesses in diverse civil matters throughout the Washington, D.C. region. He has assisted many clients in the language services industries with employer independent contractor audits conducted by governmental agencies.

Avoiding Employment Law Pitfalls for Language Service Companies
Friday, April 27 • 10:30 am-11:30 am
This session will focus on a broad array of employment law topics that face every business, including LSCs. The purpose of this session is to educate employers concerning their legal obligations to employees and to give tips on the best way to ensure compliance. Topics will include wage and hour issues (including overtime and classification issues); sexual harassment (effective polices and investigations); leave benefits (including compliance with the Family & Medical Leave Act [FMLA] and the Americans with Disabilities Act [ADA]); employee handbook issues; and noncompete agreements.
→ Download the handout.

Jessica Rathke Managing Director L10N Sales & Marketing 36 Amity Grove London SW20 0LJ United Kingdom jessica.rathke@l10nsalesmarketing.com +44 7825 603626

Jessica Rathke has 25 years of localization sales, sales management, and marketing experience for leading LSCs. She is currently managing director at Localisation Sales & Marketing, a London-based sales training and consultancy. Having trained translation sales professionals in over 43 countries, her self-developed sales training courses are designed to help LSCs increase revenue and profitability.

Jessica holds an MBA and B.A. degrees in foreign affairs and German from Miami University of Ohio. She also comleted post-graduate studies in German at the University of Salzburg. Jessica is currently serving as chapter manager for Women in Localization UK.

Client Development Strategies—Retaining and Growing Your Customers
Friday, April 27 • 11:30 am–12:30 pm
There is a tendency for us to focus on acquiring new business over developing existing customers. New business is necessary to ensure long-term financial success; however, this shouldn’t be done at the expense of growing existing customers. Having a deeper and wider footprint in existing accounts has several key benefits:

• Sales close 60% more quickly than with new business.
It prevents competition from stealing business away.
• It ensures you will survive procurement exercises.

Knowing how and where to start can be challenging, given the fragmented nature of translation buyers. Developing a business strategy first is fundamental. This will inform which customers you will target. Then you can develop individual strategies for each customer. → Download the handout

Robert Campbell Partner Propio LS, LCC 11020 King Street, Suite 420 Overland Park, Kansas 66210 rob@propio-ls.com (913) 381-3143

Prior to joining Propio as an owner and partner, Rob Campbell worked for Andersen Consulting (Accenture), AT&T, and as chief learning officer at Cerner Corporation. He has more than 30 years of professional experience in learning and development, competency management, operations, and business development, including building and running a $55 million consulting practice.

Rob received an M.S. in computer science with an emphasis in artificial intelligence, cognitive science, and educational software design from Northwestern University, and a B.A. in communications from Brigham Young University. He has been married to his wonderful wife, Ruth, for over 30 years. He has five adult children. In his spare time, he enjoys swimming, biking, and running. Over the past six or seven years, Rob has done a number of triathlons. He and his wife live in the country and love to go for long walks with their dogs.

Managing Quality in a Contractor Model
Friday, April 27 • 2:30 pm–3:30 pm
As our industry matures, quality is becoming an important differentiator. Many companies have decided to embrace an employee model because of the perception that it offers greater control over the quality of the company’s services. The reality is that a contractor model may actually be more effective in delivering consistent, high-quality service. This session makes the case for why this is and provides practical suggestions for how ensure that it happens.

Steve Chu President Treehouse Strategy 100 Fisher Avenue, #621 White Plains, NY 10606 steve@treehousestrategy.com (609) 379-2764

Steve Chu is in the business of helping companies grow and get to the next level. He has more than 20 years of diversified management experience in general management, sales, marketing, and operations. After spending more than a decade in the financial communications industry managing Asia operations, US operations, technology, product development, and marketing, Steve founded Treehouse Strategy with the purpose of using big data and business analytics to drive business growth.

Through Treehouse Strategy, Steve and his associates, as well as partners, have helped their clients develop their sales and marketing strategies, develop new customers, expand into new markets, and streamline operations, as well as implement business and technology solutions.

Steve received a B.A. from Columbia University and an M.A. in communication from Iowa State University.

Transforming From a Services Company to a Product Company
Friday, April 27 • 3:45 pm–4:45 pm
This session will discuss how a services company can transform into a product company. Services companies and product companies do not only differ in what they offer to clients and the marketplace. They are fundamentally two different types of companies, with distinct strategies, cost structures, and messages. The organizational structures are also dissimilar, requiring different skill sets. This session will show how language companies—traditionally service companies—can learn the ropes of transforming themselves into product companies. → Download the handout

Kathleen K. Diamond, M.A. Principal Kathleen Diamond & Co. 212 Little Pond Lane Winchester, VA 22603 duchess47@comcast.net (703) 203-5355

Kathleen Diamond is a consultant, entrepreneur, and business leader in the language services industry. In 1979, she founded Language Learning Enterprises, Inc. (LLE®), a full-service language company based in Washington, D.C. She is recognized as an early pioneer in Telephone Interpreting, launching LLE-LINK in the 1990s. Over the next 19 years, under her leadership, the company grew from a sole proprietorship to a dynamic, multimillion dollar corporation, serving a wide range of clients in both the private and public sectors across the United States and worldwide. In 2009, Kathleen negotiated the sale of LLE to CyraCom International, a language service company in Tucson, Arizona.

Today, Kathleen continues her work advocating for the importance and relevance of language services as a director on the board of directors of the Association of Language Companies (ALC) and serving on the executive team as membership secretary of ASTM F43 Language Services and Products. She completed a six-year term as a founding commissioner on the Certification Commission for Healthcare Interpreters (CCHI) in 2015.

Kathleen’s consultancy focuses on helping companies grow by increasing value, maximizing resources, diversifying revenue streams, and building a strong succession plan. She earned her M.A. and B.A. from the University of Florida and is an alumna of IES Abroad, Nantes, France. She is fluent in both Spanish and French.

Future Proofers Return: Are Robots Running Your Company Yet?
Friday, April 27 • 8:30 am–10:00 am • Panel
Four members of this panel presented in 2017 on future-proofing your company. This year, they return with five speakers and will continue discussing what it takes to prepare your company for the future.

Karen Decker President and CEO International Center for Language Studies (ICLS) 1133 15th Street Northwest, Suite 600 Washington, DC 20005 kdecker@icls.com (202) 639-8800

Karen Decker is the president and CEO of the International Center for Language Studies (ICLS) in Washington, D.C. ICLS provides languages training, testing, and support services in English and over 80 other languages for the U.S. government and international organizations. Karen has over 30 years of experience in teaching languages and managing language programs and has provided vision and leadership as the owner of her company since 1996. She is the current chair of ASTM's subcommittee F43.02 on Foreign Language Instruction and has served as commissioner on the Commission on English Language Program Accreditation (CEA), vice president for advocacy on the executive board of English USA, and coordinator of the English Language Trainers and Administrators professional network of NAFSA: Association of International Educators.

Future Proofers Return: Are Robots Running Your Company Yet?
Friday, April 27 • 8:30 am–10:00 am • Panel
Four members of this panel presented in 2017 on future-proofing your company. This year, they return with five speakers and will continue discussing what it takes to prepare your company for the future.

Giovanni Donatelli Founder The Language Group 4705 Columbus Street, Suite 300 Virginia Beach, VA 23462 gdonatelli@thelanguagegroup.com (757) 617-2693

Giovanni Donatelli, an active participant in the language services industry, is founder of The Language Group, a regional language services company located in Virginia Beach, Virginia. Giovanni founded the company in 1999, and it is now one of the leading regional LSCs in Virginia. Giovanni is also president and co-founder of the Virginia Institute of Interpreting (V.I.I.), which was founded in 2010. In his work with The Language Group, servicing national companies as well as government entities, he discovered a need not simply for interpreters, but also, more importantly, for qualified, well-trained interpreters. That discovery became the inspiration for him to co-found V.I.I.

Giovanni served on the ALC board of directors from 2010–2016. Apart from the language services industry, Giovanni is an outdoor enthusiast and has served on the city of Portsmouth Wetlands Board as well as being an active supporter of numerous local charities focusing on tennis and education development for inner city youth. He has an MBA from the College of William and Mary and a B.S. in finance from Virginia Tech.

Future Proofers Return: Are Robots Running Your Company Yet?
Friday, April 27 • 8:30 am–10:00 am • Panel
Four members of this panel presented in 2017 on future-proofing your company. This year, they return with five speakers and will continue discussing what it takes to prepare your company for the future.

Scott W. Klein CEO LanguageLine Solutions One Lower Ragsdale Drive Building 2 Monterey, CA 93940 sklein@languageline.com (800) 752-6096

Scott Klein is a seasoned executive with many years of leadership experience and success with achieving profitable growth in a variety of industries. Most recently Scott held the position of CEO of SuperMedia, Inc., a print and online publisher of yellow pages. Prior to that, Scott served as president and CEO of Information Resources, Inc. (IRI), a leading market research firm; president of the Consumer Industries, Retail & Energy division of Electronic Data Systems Corporation (EDS); president of PCMall, Inc., a $1.2 billion telesales, catalogue, and internet reseller of computer-related products; and executive vice president and COO for PrimeSource Building Products. He has also held leadership roles with Pepsico Inc. and Procter & Gamble Company.

A graduate of Syracuse University, Scott holds a bachelor’s degree in accounting.

Future Proofers Return: Are Robots Running Your Company Yet?
Friday, April 27 • 8:30 am–10:00 am • Panel
Four members of this panel presented in 2017 on future-proofing your company. This year, they return with five speakers and will continue discussing what it takes to prepare your company for the future.

Bill Rivers, Ph.D. Executive Director Joint National Committee for Languages—National Council for Languages and International Studies (JNCL—NCLIS) 4646 40th Street, NW, Suite 310 Washington, DC 20016 wrivers@languagepolicy.org (202) 966-8477

Dr. Bill Rivers has over 25 years of experience in culture and language for economic development and national security, with expertise in research, assessment, program evaluation, and policy development and advocacy. He chairs ASTM Technical Committee F43 (Language Services and Products) and the U.S. Technical Advisory Group to ISO Technical Committee 232 (Training in the Informal Sector).

Before joining JNCL-NCLIS, Bill served as chief scientist at Integrated Training Solutions, Inc., a small business in Arlington, Virginia, where he focused on strategic planning, management, and advanced technologies for language and culture programs in the public sector. Prior to working at ITS, he was a founding member of the Center for Advanced Study of Language (CASL) at the University of Maryland and was a staff member of the National Foreign Language Center from 1994 to 2003.

During his career, Bill has also taught Russian at the University of Maryland, worked as a freelance interpreter and translator, and conducted field work in Kazakhstan, where he regularly returns to teach at several universities. He received his Ph.D. in Russian from Bryn Mawr College and his M.A., B.A., and B.S. from the University of Maryland.

Future Proofers Return: Are Robots Running Your Company Yet?
Friday, April 27 • 8:30 am–10:00 am • Panel
Four members of this panel presented in 2017 on future-proofing your company. This year, they return with five speakers and will continue discussing what it takes to prepare your company for the future.

Margarita Bekker Chair Certification Commission for Healthcare Interpreters 1725 I Street NW, Suite 300 Washington, DC 20006 margarita.s.bekker@gmail.com (415) 845-7298 (202) 966-8477

Margarita Bekker, CoreCHI™, is Lead Russian Interpreter, Education and Training, at Stanford University Medical Center, and chair of the Certification Commission for Healthcare Interpreters (CCHI). Margarita has worked at Stanford University Medical Center since 2002, where, in addition to interpreting, she mentors interns and participates in testing and training programs for interpreters and healthcare providers. Since 2012, she has been a curriculum developer and instructor of healthcare interpreting courses (Russian) for master-level distance learning program at Glendon School of Translation at York University, Toronto, Canada. Margarita is a certified Bridging the Gap trainer. She was a Russian language coach at the City College of San Francisco HCI program. Margarita is a former president of CHIA and received its Interpreter of the Year Award in 2016. Margarita immigrated to the United States from Russia in 1989, upon graduating from nursing school. She completed her B.A. studies at UC Berkeley, studying Slavic languages and literature.

National Medical Interpreter Certification: What's Next for Interpreters of Languages of Lesser Diffusion
Thursday, April 26 • 2:30 pm–3:30 pm
National certification for medical interpreters has been available since 2010. Yet, as with many endeavors of this scale, the number of languages available for performance assessment is limited. At the same time, managers who hire or contract with interpreters of languages of lesser diffusion and indigenous languages need to have reliable and standardized tools for testing their skills. Language proficiency testing is not enough for many reasons, including the lack of transparency for how these commercial tests are validated and rated. The question is truly about competencies and skills differentiating a competent interpreter from a fluent bilingual, and whether these skills can be tested in an English-only modality. Presenters will report about findings of the focus group discussions that the Certification Commission for Healthcare Interpreters conducted with industry experts across the United States in fall 2017. The value, challenges, and limitations of testing interpreting skills in an English-only modality will be discussed. Attendees will be polled about their opinions. → Download the handout

Andrea Bloom, MBA Founder and CEO ConnectWell P.O. Box 444 Pleasanton, CA 94566 abloom@connectwell.biz (925) 487-9370

Andrea Bloom is founder and CEO of ConnectWell, a leading provider of health and wellness content. She is a seasoned executive bringing over 25 years of business experience, including 20 years in the healthcare industry in various product development, marketing, international, business development, and consulting roles. She transferred her broad healthcare experience to found, lead, and build the ConnectWell team, offering, and partnerships. She is a sought out innovator in wellness and has spoken at the Wellness Rewards Congress, NCHRA Total Rewards Conference, HR West and Data Driven HR, Haas Healthcare and WIL Conferences, and Stanford and UC Berkeley business schools.

Andrea has worked for leading healthcare companies (Johnson & Johnson, Becton Dickinson, Roche), medical device startups (Metrika, iCare, Calibra Medical), and health-related nonprofits (Juvenile Diabetes Research Foundation, American Heart Association, Diabetic Youth Foundation, Playworks, Wellness City Challenge, and Institute for Responsible Nutrition). While at Johnson & Johnson, Andrea spent five years in the international division, where she witnessed the negative health impacts of the growing diabetes and obesity epidemics across the world. Since 2008, Andrea has been affiliated with Institute for the Future, a leading think tank in Palo Alto, California, where she contributes to research on the future of health and healthcare.

Andrea received a B.A. in economics from the University of California, Berkeley with departmental honors, high distinction in general scholarship, and Phi Beta Kappa, and an MBA from Harvard Business School.

Keep Your Employees Healthy, Happy, and Productive Through Wellness
Friday, April 27 • 2:00 pm–2:30 pm
Wellness programs have become an essential ingredient for an organization’s top and bottom line, recruitment, and talent management. Many companies have been reactive and have implemented programs to check the “wellness” box without designing a wellness program that fits the specific needs of their organization. In this interactive presentation, Andrea will break down the key strategies for participants to create and sustain a wellness program that keeps employees healthy, happy, and productive. Whether participants are designing a wellness program from scratch or augmenting an existing program, guests will gain insight and tools to make a positive impact on the health and engagement of their workforce.

→ Download the handout.

Joan Dans Partner Carasmatic Voiceover Productions, Inc. 12439 Magnolia Blvd., 109 North Hollywood, CA 91607 joan@carasmatic.com (323) 878-0378

Joan received a bachelor's degree in language studies from Harvard University (magna cum laude) and a master's degree in the Japanese language. She wrote her honors thesis on the "Aesthetics of Japanese Literary Translation.” As a veteran voice talent herself under the name of "Cara Jones,” she has voiced the current car navigation systems of models of the Jaguar, Land Rover, Cadillac, and Mercedes Benz, in addition to voicing hundreds of commercials, IVR systems, mobile and video games, corporate videos, and more. Her live announcing of the medal ceremonies at the Nagano Olympics was heard by millions around the world. She also has more than 5 years of live radio broadcast experience.

Joan has studied Spanish, French, Hebrew, Japanese, Greek, and Bahasa Indonesia. Born and raised in Philadelphia, Joan grew up acutely sensitive to regional accents (during her struggle to eradicate hers), and now has a great appreciation for the internal differences within a language, as well as the more global differences among languages.

Translation for Video Voiceover: Keys to a Successful Sync!
Thursday, April 26 • 2:00 pm–2:30 pm
An overview of the exploding field of video localization: Best practices and pro tips for video voiceover, the common pitfalls and how to avoid them, and how to add a full voice talent roster to your company without increasing overhead.

Chris Carter Managing Director aLanguageBank chrisc@alanguagebank.com (212) 653-8652

Chris Carter has been obsessively studying languages and linguistics since he was 12 years old. After graduating from the College of William and Mary, studying linguistics and theatre, Chris was a union stage manager for grand opera for several years. Returning to his passion—languages—he has been in the language services industry for about 15 years. Chris is the managing director at aLanguageBank, a multilingual content development agency in New York City that specializes in marketing and advertising. He is currently the president of the Association of Language Companies. He has presented many times on the impact that new technologies could have on the language industry. For several years, he wrote a blog looking at the convergence of new digital, biological, and engineering technologies and how this could alter humanity’s relationship with language and communication in the future.

Future Proofers Return: Are Robots Running Your Company Yet?
Friday, April 27 • 8:30 am–10:00 am • Panel
Four members of this panel presented in 2017 on future-proofing your company. This year, they return with five speakers and will continue discussing what it takes to prepare your company for the future.

Jordan Evans Head of Operations and Business Development Language Network, Inc. 2606 Montrose Place Santa Barbara, CA 93105 jordan@languagenetworkusa.com (949) 627-4794

Jordan Evans loves working with organizations to get breakthrough results that were previously thought unattainable. He is drawn to organizations that want to add value beyond the status quo and seek to have fun in the process. He joins Language Network as the second generation in the family business of 26 years. Jordan oversees strategic planning, operational improvements, and business development at Language Network. He enjoys the amazing diversity of people, ideas, and cultures that are a core part of the language industry.

Jordan double majored in economics and Spanish language at Westmont College. Prior to Language Network, he worked for venture funded software startups in Seattle, Washington. Most recently, he served as director of North America at Booking.com, scaling the sales organization from $1 million in sales to over $10 million, which led to the acquisition by Booking.com His professional experience includes consulting, business development, and direct marketing in software, telecom, and professional services industries.

5 Fundamentals to Grow your Business with Less Stress and More Success
Thursday, April 26 • 5:00 pm–5:30 pm
A direct-from-the-trenches discussion of running and growing a language business with a predictable and systematic approach.

This session will cover key concepts to help you understand and implement sales/marketing fundamentals that will increase revenue and client satisfaction in a translation or interpreting business. → Download the handout

Tatyana Fertelmeyster, M.A. Founder and Principal Connecting Differences LLC 354 Hazelwood Terrace Buffalo Grove, IL 60089 connecting.differences@gmail.com (847) 436-4824

Keynote: Beyond Language
Thursday, April 26 • 11:30 am–12:30 pm
Explore the complexities of cultural bridging and cultural juggling, in language and beyond—with Tatyana Fertelmeyster, M.A., Founder and Principal of Connecting Differences LLC. Deepen your understanding of the intersection of culture and language. Explore the interplay between language fluency and intercultural competency. → Download the handout

Bryan Forrester CEO Boostlingo 657 Mission Street, Suite 408 San Francisco, CA 94105 bryan@boostlingo.com (415) 604-8747

Bryan Forrester has 15 years of executive experience building several technology startups from the ground up. In 2015, Bryan co-founded Boostlingo, with the aim of driving innovation into the language interpreting industry. Bryan believes that technology can help interpreters and language agencies make more money, drive operational efficiency, and achieve higher gross margins.

Prior to co-founding Boostlingo, Bryan served as president and general manager of Anchor Software before it was sold to eFolder Systems in 2013.

Do Interpreters Dream of Electric Sheep? Fear and Loathing in the Remote Interpretation Industry
Friday, April 27 • 3:45 pm–4:45 pm
This session will continue discussions on a number of interpretation industry topics that were originally presented at InterpretAmerica's IA6 summit in October 2017.

Interpreters and Language Services Companies in the burgeoning remote interpreting industry face many challenges. Is it at risk of becoming a dystopian future, as some would seem to indicate, or do these new technologies offer greenfields of unprecedented opportunity? Is it simply a matter of perspective? What are the challenges? What are the concerns? Can all stakeholders achieve common ground as a reasonable starting place for productive and ongoing dialog?

This session will encourage participants to share their observations, opinions, and experiences in a lively, interactive conversation on the developing remote interpreting industry and related areas of interest. Topics will include, but are not limited to, remote interpretation training hurdles, interpreter and agency engagement models, current and pending government regulatory/compliance mandates, interpreter and end-user technology adoption, technology deployment and technical challenges for remote interpreting organizations, and current public visibility and attitudes toward remote interpreting services in general.

Bill Lafferty Solution Architect Memsource Spálená 51 Praha 110 00 Czech Republic bill.lafferty@memsource.com (603) 682-4120

Bill Lafferty is a solution architect for Memsource. He is fluent in Japanese, lived in Japan for 11 years, and has been in the translation industry since 1998. Bill has experience at many levels in the industry: at the practitioner level—translating, editing, and project managing; as the co-founder of a mid-sized translation agency; and as part of Memsource, helping to tailor solutions for LSCs and enterprise customers.

Embracing Integration
Thursday, April 26 • 2:00 pm–2:30 pm
Rapid technological developments are having profound effects on industries around the globe, creating opportunities for nimble companies and forcing others into obscurity. Therefore, intense pressure from industry exists for competent and exacting localization services at every level of myriad business models, across platforms, countries, product lines, and services. In this environment, LSCs are asking themselves how to keep up: Develop proprietary technology to enhance existing services? Stay focused on core strengths?

One compelling way to reach a happy medium is to collaborate through integration. Connectors, APIs, webhooks and other programmatic solutions provide LSCs with the ability to offer their traditional language-based services in conjunction with third-party products. Processes can be entirely or partially automated. It can help smaller and mid-sized LSCs continue to generate revenue while cutting down on cumbersome tasks.

In this presentation, there will be an overview of representative integration technologies widely available to LSCs. You will learn about connectors, APIs, and webhooks, and witness practical examples of their uses, along with some simple automated processes to enhance your understanding of how these things work in practice. → Download the handout

Gabriela Lemoine CEO Hispano Language Advisory 999 Ponce de Leon Boulevard, Suite 650 Coral Gables, FL 33134 gabriela@myhispano.com (916) 400-1420

Gabriela Lemoine is CEO of Hispano Language Advisory, a company she founded in 2006 to provide translation and desktop publishing services. Ms. Lemoine earned a degree in translation, holds an MBA, and is ATA-certified. She serves as president of the Argentina Association of Language Companies (AASL) and as advisory board member at the American Chamber of Commerce–Córdoba, Argentina. She is very active in local and international trade associations. Gabriela is a popular presenter on business and technical topics appealing to linguists and company owners, both in her home country and abroad. She also volunteers at several entrepreneurship and empowerment nonprofit organizations.

A Balanced Scorecard for Small Services Business
Thursday, April 26 • 2:30 pm–3:30 pm
This presentation will convey the results of Gabriela’s dissertation on how to create a balanced scorecard for a small language services company, based on research about her own company, other companies in the industry, and major service companies outside the language industry.

Gary Meyer Vice President DHH Insurance Agency 95 Allens Creek Road Building 2, Suite 5 Rochester, NY 14618 gmeyer@dhhinsurance.com (585) 286-3442

Gary Meyer is the Vice President of DHH Insurance Agency. Gary started his own agency in 1999 and merged with CH insurance Broker in 2005. Gary developed a National Program to provide Risk Management Insurance for Interpreters & Translation Service Providers. Gary has presented at ALC & RID conferences in the past and serves over 2000 clients that are in the business of Interpreting & Translation. The business is located in Rochester, NY.

Risk and Insurance: What Every Agency Owner Should Know
Thursday, April 26 • 4:00 pm–5:00 pm
Risk management and insurance isn’t just for big corporations; small businesses need to ensure that they’re properly protected from disastrous situations as well. Having comprehensive insurance coverage is essential for a business of any size—even if you’re a solo entrepreneur working from home. → Download the handout.

Jonathan Meyer Account Executive DHH Insurance Agency 95 Allens Creek Road Building 2, Suite 5 Rochester, NY 14618 Jmeyer@chinsurance.com (585) 286-3442

Jonathan Meyer joined DHH Insurance in 2017. Jonathan has a strong customer service background, after working almost nine years in the hospitality industry, mostly in New York City.

Risk and Insurance: What Every Agency Owner Should Know
Thursday, April 26 • 4:00 pm–5:00 pm
Risk management and insurance isn’t just for big corporations; small businesses need to ensure that they’re properly protected from disastrous situations as well. Having comprehensive insurance coverage is essential for a business of any size—even if you’re a solo entrepreneur working from home. → Download the handout.

Dieter Runge Co-Founder, VP Marketing & Business Development Boostlingo 657 Mission Street, Suite 408 San Francisco, CA 94105 dieter@boostlingo.com (415) 604-8747

Dieter Runge has been in the language services and language technology industry since 2001 and has worked in a number of different roles in development, operations, sales, and marketing with number of LSCs across the United States, Europe, and the Asia-Pacific region. Most recently, Dieter co-founded San Francisco-based technology startup Boostlingo. Boostlingo develops cost-effective software solutions for the language services industry and has released the next generation interpretation management and communications platform for on-demand cver-the-phone and video remote interpretation delivery and for onsite interpreter scheduling and management. Dieter holds a B.A. in film and television studies from San Jose State University in California and an M.Ed. in educational psychology from McGill University in Montreal.

Do Interpreters Dream of Electric Sheep? Fear and Loathing in the Remote Interpretation Industry
Friday, April 27 • 3:45 pm–4:45 pm
This session will continue discussions on a number of interpretation industry topics that were originally presented at InterpretAmerica's IA6 summit in October 2017.

Interpreters and Language Services Companies in the burgeoning remote interpreting industry face many challenges. Is it at risk of becoming a dystopian future, as some would seem to indicate, or do these new technologies offer greenfields of unprecedented opportunity? Is it simply a matter of perspective? What are the challenges? What are the concerns? Can all stakeholders achieve common ground as a reasonable starting place for productive and ongoing dialog?

This session will encourage participants to share their observations, opinions, and experiences in a lively, interactive conversation on the developing remote interpreting industry and related areas of interest. Topics will include, but are not limited to, remote interpretation training hurdles, interpreter and agency engagement models, current and pending government regulatory/compliance mandates, interpreter and end-user technology adoption, technology deployment and technical challenges for remote interpreting organizations, and current public visibility and attitudes toward remote interpreting services in general.

Maurice van Zutphen COO inWhatLanguage 3007 S West Temple Salt Lake City, UT 84115 mauricevz@inwhatlanguage.com (801) 618-3450

Maurice van Zutphen, COO at inWhatLanguage, oversees project management, translation quality assurance programs, and supply chain management. He is responsible for delivering innovative solutions and language services for inWhatLanguage’s valued clients. Maurice is directly responsible for leading the organization’s operational excellence programs. He oversees the strategy and implementation of the company’s local and international talent management initiatives, including oversight of recruitment and onboarding of linguists, language vendors, and training partners to maximize use of the proprietary cloud-based TMS (Unify).

Prior to joining inWhatLanguage, Maurice spent a decade at the Joint Language Training Center. He managed large, complex projects, including audio and video. He was responsible for introducing CAT tools in the Arabic production line, resulting in a 60% reduction in project completion time. Maurice also spent four years as a senior account manager at Alpnet.

Maurice received a bachelor’s degree in business administration and management from Utah State University. He is an avid runner and loves spending time with his family.

15 Tips for Selling Yourself to Large LSCs
Friday, April 27 • 2:00 pm–2:30 pm
Freelancers and small language companies need to make themselves stand out among the crowd. LSCs get dozens to hundreds of submissions daily from potential resources. The messaging from these sources is often very unfocused and lacks specificity in terms of offering, capabilities, quality standards, and even availability. Learn how to successfully engage with larger LSCs and broker a collaboration that is long term and mutually beneficial. → Download the handout.

Ludmila Golovine President and CEO MasterWord Services 303 Stafford Street Houston, TX 77079 mgolovine@masterword.com (734) 786-8293

A graduate of the first entrepreneurship class of the Wolff Center for Entrepreneurship at the Bauer College of Business at the University of Houston, Ludmila (Mila) Rusakova Golovine, runs the business that she presented in her class business plan 20 years earlier. MasterWord Services has grown into a multi-million-dollar company that has been certified to the prestigious ISO9001:2008 and ISO 13611:2014 standards and has been recognized as a Top 100 Woman-Owned Business in Texas and a Top 500 Woman-Owned Business in the United States (DiversityBusiness.com) as well as ranking as one of the “11 Largest Language Services Providers in North America” and one of the “50 Largest Language Services Providers Worldwide” (Common Sense Advisory).

Ms. Golovine is recognized nationally and internationally for her innovative management processes and industry-leading client solutions. She has groomed MasterWord Services' scope and capabilities for two decades as a professional translator, interpreter, and business leader. Mila understands the complexities of the global marketplace and gives her teams the tools to hone razor-sharp plans of action that generate successful results. She excels at providing her clients international business solutions based on creative thinking and strategic planning.

Vicarious Trauma and Professional Interpreters
Friday, April 27 • 2:30 pm–3:30 pm
Ludmila Golovine will guide you through a series of case studies and tools that can help identify and examine triggers leading to vicarious trauma impacting language professionals and their well-being and performance. She will demonstrate effective ways for businesses to recognize and support impacted interpreters, which will promote a healthy and positive outlook throughout your company. → Download the handout.