At the 16^th Annual National Association of Subrogation Professionals (NASP) conference at the Rosen Shingle Creek in Orlando, Fla., almost 900 attendees learned about everything from hiring and training a new generation of employees to the latest court decisions impacting subrogation in all 50 states, and much more.

The conference was a combination of social events like the golf and tennis tournaments, networking receptions, a large exhibition featuring products and services for the industry, and more than 60 education sessions.

Here are some images from the conference. 

This year’s theme was Subrogation>>> The Future is Now and included some guests who paid homage to the time-traveling cult classic – “Back to the Future.” Dr. Emmett Brown made an appearance during “The Voice” of Subrogation Karaoke to sing, “The Power of Love.”

Marty McFly, who drove the famous DeLorean in “Back to the Future,” stopped by the conference to read the anti-trust statement. 

A number of members and volunteers were recognized for their efforts in planning the event, for their contributions to the association, and for earning the Certified Subrogation Recovery Professional (CSRP) certification. Here, board member Kammy Poff (center) receives the Board Member of the Year Award from incoming president, Chris McPadden (left) and outgoing president Daran Kiefer (right).

Consultant and author, Doug Lipp, took the audience on a behind-the-scenes tour of the magical world of Disney to explain the leadership and teamwork that create the happiest place on earth. The former Disney executive revealed the four priorities each cast member learns:

1. Safety – The importance of keeping the guests safe.

2. Courtesy – To establish eye contact with guests, stop multi-tasking on the phone and give them your full attention. Be friendly and competent.

3. Show – The value of showmanship in the big and little things.

4. Capacity – How many people will be going through the rides, stores and other attractions on a daily basis.

Lipp said every company has to identify the priorities for their organization and make them as simple as possible to grasp. Then they need to live them every day.

He also talked about the value of “plussing the show,” or exceeding their guests’ expectations on a consistent basis. This includes providing solutions to problems, value for their money and outstanding service. He outlined the value of the 3-Ex approach – Explicit Expectations will result in flawless Execution. When cast members are onstage they are always friendly and competent and Snow White never has a bad day in front of her guests. 

The conference began with a welcome reception in the Exhibition Hall and there were multiple networking events in the hall throughout the conference. 

Attendees had the unique opportunity to hear from Harris Rosen (left), president and COO of Rosen Hotels & Resorts (including the Rosen Shingle Creek), who shared his vision for his company and how he has changed the traditional rules of business to create a company that is innovative and philanthropic.  

Rosen wanted to find a cost-effective means of providing his employees with quality healthcare after his insurance company raised his rates by 30%. He transformed some space in one of his hotels into a health clinic; hired a primary care physician, nurse practitioner, and receptionist; and purchased some used equipment. Today the clinic has been in the business for 25 years and is housed in a 12,000 square foot facility. It now has a staff of 38, including 5 full-time physicians. He has saved $220 million over the last 25 years and says that other businesses could successfully replicate his model.

He also believes in giving back to the community. For the past 20 years his Harris Rosen Foundation has funded a number of initiatives, including the Tangelo Park Program, which serves an underserved, high-crime neighborhood in Central Florida. The program provides free pre-school education, mentors for children from kindergarten through high school, free schooling through the 12th grade, and the results have been unprecedented. Rosen says 100% of the children graduate from high school. He provides free tuition to any of the students who want to go to a Florida college, including room, board and books. Seventy-eight percent of those students graduate from college and his program is beginning to gain some national attention.

Other sessions at the conference will include a mock trial, a look at e-cigarettes and other fire hazard technologies, and an update on healthcare reform and its impact on subrogation.

Next year’s NASP conference will be held Reno, Nevada.