Hi Grant,
Any problems with consistency of layout are due to inconsistencies in the way the data were entered. Word's Bibliography function expects the Author's surname first, followed by a comma before the given name/initials. IIRC, If you omit the comma, Word assumes you've simply entered the name with the surname last and 'corrects' it for you. You can edit the entry to fix the word order, though.
As for customizing, ngmp is wrong. See:
http://bibword.codeplex.com/