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Keynote Speakers
Tuesday 12:30 to 1:30 p.m.
Ann Rhoades, Founder and President, People Ink
 The recruitment and retention of caregivers is one of the biggest business challenges Private Duty home care agencies face, the remarkable successes that Ann Rhoades will share during this candid presentation make this session a must attend event.
Ann is a dynamic and visionary Human Resources Executive with more than 25 years experience in a variety of service-based industries. She has held the position of Vice President of the People Department for Southwest Airlines and Executive Vice President of Team Services for Promus Hotel Corporation and most recently, the Executive Vice President of People for JetBlue Airways where she currently remains as a Board Member. She is also the founder and President of People Ink, a Human Resources consulting company.
Ann has a respected reputation in the industry for her creative approach to creating cultures around fun and for blending cultures in merger situations. During her tenure with Doubletree Hotels, later Promus Hotel Corporation, she built a service culture focused on delivering outstanding service to guests. During the time Ann headed the People Department at Southwest Airlines, she solidified Southwest's reputation of retaining and hiring the best people in the airline business despite Southwest's rapid growth during that time. Most recently, Ann took responsibility for the creation of JetBlue Airways Corporation's People Team in New York.
In her role as head of Human Resources, Ann has been a key member of the executive team, and is extremely successful in her role as internal counsel to executives in every discipline in the organization.
Ann is a popular speaker on the subject of customer service and how to build a strong service culture. She has passion for certain industries such as healthcare where she is making a great contribution to revitalizing the workforce and culture of our nation's hospitals. She serves on patient safety and quality task forces the Texas Medical Institute of Technology, which is involved in setting metrics used in pay-for-performance programs across the country. She is co-founder of CareLeaders Corporation a company dedicated to help hospitals across the country attain a new level of performance. Her community involvement includes the University of New Mexico-Robert O. Anderson School of Business National Advisory Board, and Board of Directors, Albuquerque Community Foundation. Ann currently serves on the board of directors of JetBlue Airways Corporation, P.F. Chang's China Bistro, Restoration Hardware, Accion New Mexico, and Executive Council, Brigham & Women's Hospital/Harvard Medical School and is chairwoman for Safer New Mexico Now. Ann has an MBA in Management from the University of New Mexico.
Monday 9 to 10 a.m.
Chuck Underwood, founder and president of The Generational Imperative, Inc.
 Chuck Underwood is the founder and president of The Generational Imperative, Inc., or TGI, a research-driven generational business consultancy.
Having studied and researched the generational values and beliefs that guide the decision-making of Americans for two decades, he is a leading authority on generational dynamics in both the marketplace and workplace. Chuck will provide an overview of the five generations alive today – The G.I. Generation, The Silent Generation, Baby Boomers, Generation X, and Millenials. He will explain what motivates them and what are their values – by helping you to "walk a mile in their shoes.” Having this understanding can help your business in many ways: focusing your marketing message; delivering superior customer service; recruiting and retention.
Chuck began his generational research in the late 1980s, long before the discipline started to come to the widespread attention of American business.
In 1999, in order to conduct generationally-strategized research studies for his clients and his own company, he underwent formal training in qualitative research methodology and focus-group moderating in Chicago. His research clients now include such giants as Procter & Gamble, Eli Lilly, Coca Cola, Western-Southern Insurance, Group Voyagers Travel and others. And he conducts his own proprietary generational research to guide his work with TGI's clients.
The Ohio University School of Business grad had spent his earlier career in radio and television, first as an award-winning broadcast journalist and national sports play-by-play announcer, and then as a creator and producer of original programming. He has hosted and produced shows that have aired nationally and internationally. His productions have attracted major national advertisers such as Wendy's, Coca Cola, United Healthcare, Converse, Adidas, Meijer Stores, Dr. Pepper, Fila, 1-800-COLLECT and others. His television production subsidiary, CUP, Inc., has received a national-distribution commitment to create and produce a documentary series about America's Generations.
Chuck's media career and generational consulting merged several years ago, when he produced a one-hour television special for public television, entitled America's Generations: The Silents. Soon after that show aired, he was a speaker along with President Bush, Federal Reserve Chairman Alan Greenspan, and other national luminaries at the National Summit On Retirement Savings. The timing was serendipitous: American business was ready to learn about generational influences on the marketplace and workplace, and Chuck Underwood – then, with more than 15 years of generational study behind him - was ready to explain it.
He has taken his rightful place as a preeminent authority in generational study. Traveling coast-to-coast for consulting assignments, seminars, research and keynotes, he also authors newspaper and national-magazine columns on generational dynamics, guest-lectures at colleges and is regularly quoted in magazines, newspapers and network newscasts.
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