Wednesday Thursday Friday Saturday

Wednesday, April 25

8:30 am–1:00 pm

ALC Board of Directors Meeting

1:00 pm–5:00 pm

ASTM Meeting

2:00 pm–7:00 pm


2:00 pm–5:00 pm

Exhibitor Move-In

4:30 pm–5:00 pm

Speaker Orientation

5:00 pm–5:30 pm

New Member/First-Timer Orientation

6:00 pm–7:30 pm

Opening Reception

Wednesday Thursday Friday Saturday

Thursday, April 26

8:00 am–5:00 pm

Registration and Tabletop Exhibits Open

8:00 am–9:00 am

Continental Breakfast

9:00 am–9:30 am

President’s Welcome

Christopher S. Carter, ALC President, aLanguageBank

9:30 am–10:00 am

ALC Stakeholders Forum

This meeting will address a wide variety of topics of interest to business owners and give attendees the opportunity to ask questions before the start of the event. → Download the handout

10:00 am–10:30 am

ASTM Update → Download the handout

10:30 am–11:00 am

Break and Headshots

11:00 am–11:30 am

ALC Industry Survey
Learn more about the ALC Industry Survey and the benefits of completing it.

→ Download the handout

11:30 am–12:30 pm

Keynote: Beyond Language
Tatyana Fertelmeyster, M.A., Connecting Differences LLC
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

12:30 pm–2:00 pm

Lunch and Exhibitor Spotlights



2:00 pm–2:30 pm

Translation for Video Voiceover: Keys to a Successful Sync!
Joan Dans, Carasmatic Voiceover Productions, Inc.

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.

2:00 pm–2:30 pm

Embracing Integration
Bill Lafferty, Memsource

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

2:30 pm–3:30 pm

A Balanced Scorecard for Small Services Business
Gabriela Lemoine, Hispano Language Advisory

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.

2:30 pm–3:30 pm

National Medical Interpreter Certification: What's Next for Interpreters of Languages of Lesser Diffusion
Margarita Bekker, Certification Commission for Healthcare Interpreters
Natalya Mytareva, Certification Commission for Healthcare Interpreters

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

3:30 pm–4:00 pm

Break and Headshots

4:00 pm–5:00 pm

Risk and Insurance: What Every Agency Owner Should Know
Gary Meyer, DHH Insurance Agency
Jonathan Meyer, DHH Insurance Agency

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.

4:00 pm–5:00 pm

Unifying a Global Community Through Impact
Sheldon Wardwell, inWhatLanguage
Cody Broderick, inWhatLanguage

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

5:00 pm–5:30 pm

Do Good Sales People Make a Difference in the Language Industry: Sales Hires vs. Aquistitions
Michael Klinger, Anzu Global

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.

5:00 pm–5:30 pm

5 Fundamentals to Grow Your Business With Less Stress and More Success
Jordan Evans, Language Network, Inc.

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

6:15 pm

Dine Around (Optional)

Wednesday Thursday Friday Saturday

Friday, April 27

7:30 am–5:00 pm

Registration and Tabletop Exhibits Open

7:30 am–8:30 am

Continental Breakfast

8:30 am–10:00 am

Future Proofers Return: Are Robots Running Your Company Yet?
Kathleen Diamond, Kathleen Diamond & Co.
Karen Decker, International Center for Language Studies (ICLS)
Chris Carter, aLanguageBank
Gio Donatelli, The Language Group
Scott Klein, LanguageLine
Bill Rivers, JNCL-NCLIS

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.

10:00 am–10:30 am

Break and Headshots

10:30 am–11:30 am

Avoiding Employment Law Pitfalls for Language Service Companies
Scott Mirsky, Mirsky Law Group, LLC

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.

11:30 am–12:30 pm

Client Development Strategies—Retaining and Growing Your Customers
Jessica Rathke, L10n Sales Marketing

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.

12:30 pm–2:00 pm

Lunch and Exhibitor Spotlights



2:00 pm–2:30 pm

Keep Your Employees Healthy, Happy, and Productive Through Wellness
Andrea Bloom, ConnectWell

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.

2:00 pm–2:30 pm

15 Tips for Selling Yourself to Large LSCs
Maurice van Zutphen, inWhatLanguage

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.

2:30 pm–3:30 pm

Vicarious Trauma and Professional Interpreters
Ludmila Golovine, MasterWord Services

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.

2:30 pm–3:30 pm

Managing Quality in a Contractor Model
Rob Campbell, Propio Language Services

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.

3:00 pm–3:45


3:45 pm–4:45 pm

Transforming From a Services Company to a Product Company
Steve Chu, Treehouse Strategy and Communications

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.

3:45 pm–4:45 pm

Do Interpreters Dream of Electric Sheep? Fear and Loathing in the Remote Interpretation Industry
Bryan Forrester, Boostlingo
Dieter Runge, Boostlingo

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.

6:30 pm–7:30 pm

Presidential Suite Mixer

10:00 pm

S’mores & Stargazing (Optional event–located on hotel property)
Wednesday Thursday Friday Saturday

Saturday, April 28

8:00 am–12:30 pm

Registration and Tabletop Exhibits Open

8:00 am–9:00 am

Continental Breakfast

9:00 am–10:00 am

ALC Industry Survey


The annual ALC Industry Survey has been conducted for more than 10 years and has provided key data that allow language service company owners to compare the performance of their companies with those of their industry colleagues. → Download the handout.

10:00 am–10:15 am


10:15 am–11:15 am

ALC Town Hall

11:15 am–11:30 am


11:30 am–12:30 pm

ALC Stakeholders Forum

This meeting will address a wide variety of topics of interest to business owners and will offer a great opportunity for you to ask any questions you might have, now that the conference is concluding. → Download the handout.
12:30 pm–1:00 pm Closing Ceremony


Click to view each speaker's bio.

Margarita Bekker

Certification Commission for Healthcare Interpreters

Andrea Bloom, MBA

Founder and CEO

Cody Broderick


Rob Campbell

Propio Language Services

Chris Carter

Managing Director

Steve Chu

Treehouse Strategy and Communications

Joan Dans

Carasmatic Productions, Inc.

Karen Decker

President and CEO
International Center for Language Studies (ICLS)

Kathleen K. Diamond, M.A.

Kathleen Diamond & Co.

Giovanni Donatelli

The Language Group

Jordan Evans

Head of Operations and Business Development
Language Network, Inc.

Tatyana Fertelmeyster, M.A.

Founder and Principal
Connecting Differences LLC

Bryan Forrester


Ludmila Golovine

President and CEO
MasterWord Services

Scott Klein


Michael Klinger

Managing Director
Anzu Global

Bill Lafferty

Solution Architect

Gabriela Lemoine

Hispano Language Advisory

Gary Meyer

Vice President
DHH Insurance Agency

Jonathan Meyer

Account Executive
DHH Insurance Agency

Scott A. Mirsky

Mirsky Law Group, LLC

Natalya Mytareva, M.A., CCHI

Executive Director
Certification Commission for Healthcare Interpreters

Jessica Rathke

Managing Director
L10n Sales Marketing

Bill Rivers, Ph.D.

Executive Director
Joint National Committee for Languages—National Council for Languages and International Studies (JNCL—NCLIS)

Dieter Runge

Co-Founder, VP Marketing & Business Development

Maurice van Zutphen


Sheldon Wardwell

Chief Global Development Officer


Hotel Information

Our room block at the Omni Scottsdale Resort & Spa at Montelucia is sold out, but book at one of these nearby hotels:

JW Marriott Scottsdale Camelback Inn Resort & Spa
5402 E Lincoln Dr, Scottsdale, AZ 85253
(480) 948-1700
0.4 miles from the Omni Scottsdale Resort & Spa

Sanctuary Camelback Mountain Resort and Spa
5700 East McDonald Drive, Paradise Valley, AZ 85253
(855) 245-2051 1.4 miles from the Omni Scottsdale Resort & Spa

Hilton Scottsdale Resort & Villas
6333 N Scottsdale Rd, Scottsdale, AZ 85250
(480) 948-7750
2.9 miles from the Omni Scottsdale Resort & Spa

Royal Palms
5200 E Camelback Road, Phoenix, Arizona, 85018
(602) 283-1234
3.3 miles from the Omni Scottsdale Resort & Spa

DoubleTree Resort by Hilton Hotel Paradise Valley
5401 N Scottsdale Rd, Scottsdale, AZ 85250
(480) 947-5400
4.2 miles from the Omni Scottsdale Resort & Spa

Scottsdale Camelback Resort
6302 E Camelback Road, Scottsdale, AZ, 85251
(866) 925-9754
3.9 miles from the Omni Scottsdale Resort & Spa

Travel Information

Phoenix Sky Harbor International Airport is 12 miles (20 minutes) from the Omni Scottsdale Resort & Spa at Montelucia.

has partnered with ALC and is offering discounted airfare to all attendees. When booking on the United website, use Offer Code ZEBW112006. If you call United at (800) 426-1122, please remember to provide the Agreement Code: 112006 and Z Code: ZEBW.

$35-$45 from Phoenix Sky Harbor International Airport.

$15-$20 from Phoenix Sky Harbor International Airport.

SuperShuttle offers a variety of options to and from Phoenix Sky Harbor International Airport.

Car Rental
is offering a discount to all ALC attendees. Please call AVIS directly at (800) 331-1600 (refer to AWD # D012156) or reserve your car online.

The temperature in Scottsdale in late April averages in the mid 80s during the day and low 60s at night.


Conference fees

ALC Member:
Elia Member:
One-Day Member:
One-Day Nonmember:

By Tuesday, April 3

After Tuesday, April 3

Register Today!