Nigel is a Director of the Grass Roots Group UK Limited, responsible at Board level for the company’s Measurement and Learning services. Having been at Grass Roots almost all his working life, he has developed an extensive experience in the use of Balanced Scorecard implementation, standards measurement, training, incentive and reward tools. His particularly formative experiences have included setting up the Planning and Marketing departments, and managing the expansion of Grass Roots' Measurement and Learning services. These have developed into a major International resource, collecting information in increasingly sophisticated ways and relaying the findings quickly to their point of action. Under Nigel’s leadership there has been a continuing emphasis on speed, accuracy and technology to make information more accessible, actionable and reliable.

Adrian has a 10 years experience as a top manager for world leading companies and 7 years experience in managing large retail networks in several industries. His area of management expertise includes industries like fashion, medicines, food & beverage, furniture, electronics & home appliances and machines for textile industry. In 2004 he founded the CONSULTANTS group of Companies, that aims at supporting companies to build strong and lasting relationships with their customers. The first company of the group is SHOPPERS, a mystery shopping company that in 2006 was the first Romanian company member of MSPA and 2008 became market leader in the Romanian market. The second company, SALESMEN, is a provider of sales and services training, and the third company of the group, POWERLINK, evaluates the productivity potential of the employees and provides solutions for the increase of personal and team performance. Adrian is also a strategy and leadership trainer. He has a strong passion for the study of organizational psychology and human sources of performance. Adrian writes professional articles in various business newspapers and is involved in the organization of business events dedicated to service improvement. Adrian has a BA degree in Language and Literature from the University of Cluj-Napoca and an EMBA degree from a joint program of the University of Toulouse & Milan. In his private life he is the father of a very young daughter. His spare time hobbies are aikido, swimming, mind power studies and Latin American writers.

She has over 10 years of experience in Mystery Shopping, Customer Research and Consulting. Currently she works at the company Intercampus. Her previous activity at FOHAT by Neves de Almeida is oriented to Relationship Marketing, and uses mystery shopping as a key methodology to improve customer experience. With an educational background in management, Cristiani is originally from Brazil and has been living in Portugal since 2001. She joined the MSPA Europe Board in 2007 and has been actively involved in many initiatives of the association since then. In 2010 Cristiani won the title of Best Motivational Speaker in Portugal - World Championship of Public Speaking, promoted by Toastmasters International – both in Portuguese and English. Her hobbies include Yoga, Oriental and Latin Dances, gardening, voluntary work and travelling. Cristiani contributes frequently to various publications and news editorials. Her first book, called “The Biography of a Mystery Shopper”, will be published in December, 2010. You may connect with her via Linkedin: http://pt.linkedin.com/in/cristianioliveira

Jurgita Adomaityte was a founder, partner and CEO of SPECT - the first and leading specialized Mystery Shopping agency in Lithuania. In 2007 SPECT has merged with Estonian competitor DIVE and Jurgita became a partner and CEO of Pan-Baltic company DIVE Group. The joint company in the Lithuanian market is continuing under the name SPECT-DIVE. DIVE Group is a market leader in Baltic region and has operations in Estonia, Latvia, Lithuania and Poland. With 4 years of Mystery Shopping experience Jurgita became main MS specialist in the region and consultant for customer service quality management. She writes articles and participates in annual Customer Service conferences as a speaker, moderator and content producer. She is one of the establishing group members and now a Board member of Lithuanian Customer Service Association (AKA). Jurgita has a Masters Degree in International Communication sciences (Vilnius University). One of her hobbies is education; therefore she is giving Communication science classes to the students of Mykolas Romeris University in Vilnius. Besides her professional activities Jurgita is a dancer (she danced since 6 years old), now she is a member of her new passion - Salsa – club and for 0,5 a year she is practicing kite boarding (extreme water/wind sport); she loves traveling and driving a car!

Stephen Hurst, Managing Director of REACT Surveys Ltd. in the UK. I've been working in market research for over 30 years, on both the client and the agency sides of the industry. Frequently involved with various forms of retail research, I became involved in mystery shopping some 15 years ago, and have found it to be the most fascinating market research technique to work with. I was heavily involved in 'legitimising' the technique within the UK market research community, in the days when it was not considered quite ethical, and in developing appropriate Codes of Conduct for the Market Research Society. Since starting REACT Surveys as a specialist mystery shopping agency back in 1994 we have grown the company to its current leading status: initially in the UK, then throughout much of Europe and in Southern Africa.

ADU Consultants - France
aduconsultants@club-internet.fr

Board Member of transfer GmbH – a mystery shopping company that has been founded over 30 years ago and that is highly specialized in the branches automotive and financial services. Yvonne has over 15 years experience in Market Research. After her studies in sociology, she made detours in Online Research and as a trainer for statistical analysis before she joined transfer in 2002. Since then the international business has grown enormously. Currently the company is conducting projects in more than 60 countries all over the world. As a result of that Yvonne acquired special expertise in the management of international multinational mystery shopping projects and knowledge about the particularities and cultural differences that might affect mystery shopping in the different markets. Since 2006 transfer GmbH is a member of MSPA Europe.

In the field, Stefaan Vandroogenbroeck is a real expert in terms of Mystery Shopping and Customer Service Relations. During his young career of 16 years, he successfully created and managed three different contact centers in Belgium and the Netherlands. For the last 8 years he has become also an expert in the set up and follow-up of Mystery Shopping and Market Research projects, and also for the last 7 years a qualified trainer/coach. As a Contact Center Manager he discovered and used Mystery Shopping techniques. He was so motivated by this experience that he decided to work for a Belgian Mystery Shopping company. After three years in the Mystery Shopping world he became Associate Director of the Belgian Mystery Shopping company and at the beginning of 2010 he decided to create his own company in Lille, in the North of France, on the border with Belgium. As a member of the MSPA board (Mystery Shopping Providers Association) Stefaan has been active for the last 2 years on this board as European Director for Education & Accreditation. It is with a strong background and live experience of these different situations, together with a permanent and contagious enthusiasm, that Stefaan and his team drive local and European Mystery Shopping projects to a successful conclusion.

As the founder of SeeYou AS, Jøran Enger has through the years gained considerable competence in delivering Mystery Shopping and other customer experience measuring tools. SeeYou is a professional partner for measuring the customer experience in the shop, by telephone and through Internet. The company was established in Norway in 2002 and in Sweden in 2004. SeeYou works with leading Scandinavian companies in many business areas such as pharmacy, bank/financial, insurance, telecom, auto and transportation. Thanks to the company's unique web-based solution, all results are delivered quick, reliable and with the highest of quality. SeeYou has over 5000 local certified observers in all of Scandinavia. Jøran is today the CFO in SeeYou, a position that also includes the responsibility for all technological development and overall quality control in the company. Jøran is also a SeeYou board member. Jøran is working with Nigel Cover on our membership accreditation initiative.

Retail Reality is one of the largest mystery shop providers in The Netherlands. Arnold Terpstra (1973) is active for Retail Reality since 2001, the last three years as manager. During his study Small Management and Retail Business in Leeuwarden, he got in contact with mystery shopping. The Netherlands were in recession then also, so winning new clients was extra hard. Perseverance, custom-made programs, brainstorming at top level with the client and most of al innovation, allowed Retail Reality led by Arnold to become a full-grown organisation. The current recession is causing trouble again. Declining turnovers in retail force us to think creative: maximum effectiveness against a minimum investment for our clients! The Million Dollar Man, an incentive program turned out to be a golden idea. With publication in national newspapers and an item in a television program.

CV will be included shortly

Founder of Cardas Research & Consulting Group, a full-service marketing research, mystery shopping, and database consulting firm in Malaysia. Jim has over 10 years of market research experience accumulated from his stint with several global companies in both Malaysia and Singapore. Jim began his career in market research with a regional market research agency in Malaysia. Prior to establishing Cardas Research in 2001, Jim was working with an international manufacturing and retail company based in the Netherlands in charge of market research, corporate planning, and retail planning / development in Malaysia and Singapore. His involvement in Mystery Shopping started in 2005 and joined MSPA in 2007. Jim was invited to the MSPA-AP board in 2009 and has been actively involved in promoting Mystery Shopping and best practice in the Southeast Asia countries. He is also an active member of ESOMAR and a founding member of Marketing Research Society of Malaysia. Jim graduated from Roosevelt University - Chicago with BSc and MSc in Marketing Communications.

Lynn Saladini - President of MSPA North America  read more +
ath Power Consulting Corporation 
lsaladini@athpower.com

Lynn Saladini - ath Power Consulting Corporation
President of MSPA North America 

Myriam Monetti - President of MSPA LatinAmerica  read more +
Shop’n Chek Argentina 
mmonetti@shopnchek.com.ar

Myriam Monetti - Shop’n Chek Argentina
President of MSPA Latin America 

Aftab Anwar - Chairman of the MSPA Global Board  read more +
Startex Marketing
aftab@startexmarketing.com

Aftab Anwar - Startex Marketing
Founder of MSPA Asia Pacific
Chairman of the MSPA Global Board

Veronica Boxberg Karlsson - Chairman of the MSPA Global Board  read more +
Better Business World Wide
veronica@betterbusiness.se

Veronica Boxberg Karlsson - Better Business World Wide
Founder of MSPA Europe