Jim Wild started his marketing career at agencies doing PPC and SEO at agencies. He previously led customer acquisition during fast growth periods at notonthehighstreet.com and ACHICA before joining Bloom & Wild as Marketing Director. Bloom & Wild aim to make the giving and receiving of flowers the joy it should be, operating in the UK and Ireland and more recently in Germany and France.
Global Chief Experience Officer (CXO)
Lee Woodward has been working at the forefront of how digital is impacting business for nearly 25 years. Much of that time has been spent on the consulting and agency side, before moving to the client side. Lee brings a creative, strategic point of view to the business challenges faced by all brands. Currently the CXO of Crabtree & Evelyn, before that, Lee was the MD of Huge London and Head of Client Services for Sapient for nearly 7 years. Lee also worked on two series of Big Brother whilst at Endemol.
Founder & CEO
Aaron Chatterley is the co-founder and CEO of feelunique.com. Over the past seven years feelunique.com has grown to become Europe’s largest online retailer of luxury beauty, carrying over 18,500 products from over 530 brands. The company also owns two high street stores, two spas and a hair salon. Aaron was among one of the first to become involved at the outset of the internet boom. Following his genuine passion for the new and emerging market of online business and development, he started in the industry developing computer programming and coding before moving on to run internet marketing for Cable and Wireless based in the West Indies. Spotting a gap in the online beauty retail market, he collaborated with school friend and co-founder Richard Schiessl to set up feelunique.com in 2005, which quickly established itself as the on-line destination for beauty.
Social Media, Content & PR Manager
Katie Gritt’s career at The Entertainer began as a retail marketing role, supporting their 140+ stores and managing the retail marketing team. Katie’s passion for brand marketing led to her being given the responsibility for their PR and she has since moved into a social media, content and PR role - where she focuses on ensuring the brand values of The Entertainer are effectively communicated to their customers. In this role, Katie has introduced a weekly ‘Quiet Hour’, in order to improve the customer experience for their autistic customers and their families. Her career began in the health & beauty industry, where she was responsible for identifying upcoming trends and developing ranges accordingly, from concept and product development to securing listings at retail and managing the marketing plans and budgets to elevate these brands to success.
Craig Wheeler is currently Managing Director of Beate Uhse - the first erotic retailer in the world, where he is enjoying the exciting challenge of delivering a new business model and brand revamp to help Beate Uhse regain its historical position of the number one seller of sex toys, accessories and sexy lingerie/fashion. He recently left Scotts & Co, where he held responsibility for leading business transformation, ecommerce, digital marketing, IT/technology, operations, logistics, HR and customer experience teams. Craig is a dynamic business leader, having held C level or director responsibility for 20 years within the ecommerce, retail, TV shopping and technology sectors.
Head of Customer Service
During her 22 years experience with Marks & Spencer, Jo has progressed through a varied range of roles including store management, franchise arrangements and overseas operations, change management programmes and, most latterly, customer service across all channels for the M&S UK operation. In her position as Head of Customer Service, she played a fundamental role in driving the recovery of the brand’s service proposition under the leadership of Stuart Rose. Her remit currently ranges from defining the standards of service the company wants to give its customers across all its shopping channels and points of contact for customers, to engaging colleagues on the importance of service through to measuring the results and acting upon them. Jo's current focus is on planning and executing the customer experience across the entire organisation with the objective of defining and implementing a plan that delivers an appropriate brand customer experience whatever the contact with the company. Jo is also one of the current Vice Presidents at the Institute of Customer Service (ICS).
Charles Henri Duclos
Digital & Store Concept Coordinator
Charles Henri Duclos has been the Digital and Store Concept Coordinator at Decathlon since 2015. Decathlon have opened 28 stores in 3 years, included the Surrey Quays Flagship's experience store. Charles has worked a lot to improve the customer journey and to convey the message of Decathlon’s innovation around creating their own products in their own Brand's Signatures, which focus deeply on each sport. He is very passionate about retail and sport, prior to Decathlon Charles owned his own printing company in Paris, before deciding to come to London where he was delighted to participate in the Decathlon UK growing project.
As Senior Vice President Marketing at Chico’s USA, Shelagh Stoneham’s key accountabilities include: brand, consumer and marketing strategy, development of brand identity and essence, customer experience, customer relationship management, loyalty, digital development, leading multi-channel design including store and visual merchandising, advertising, agency management, marketing creation, media planning and investment. Prior to joining Chico’s in 2016, she was Senior Vice President, Marketing at Shoppers Drug Mart. Shelagh is a dynamic and innovative senior marketing leader with tremendous, experience and success optimizing shareholder value for top tier organisations. She is highly collaborative, equally skilled at creating, building and revitalizing brands as developing, inspiring, coaching and managing strong professional teams.Her experience spans a broad range of sectors including telecommunications, packaged goods, retail, high tech, airline, brand-name and over the counter pharmaceuticals.
Retail and Trading Director
Speaker profile coming soon...
Mobile Performance Lead
Natasha Kosoglov is a mobile web specialist at Google working across all industries. As the Mobile Performance Lead for the UK, she works with Google's top partners on their mobile web strategy as the digital behaviour shifts to a mobile-first world. As Google looks into 2019 and beyond, her focus has shifted to ensuring our top partners make the mobile web work for their business via great UX and speed improvements. With this direction, she is step-changing companies’ mobile focus to excel and succeed. This includes the adoption and utilization of Accelerated Mobile Pages and Progressive Web Apps, which is revolutionising the mobile online space today. She has spent the last five years analysing and understanding how mobile is changing and turning those learnings into external strategies. Prior to Google, Natasha has spent her career working in the search engine space as well as gaining experience in the agency environment.
Business Development Manager - Communications Products & Services EMEA
Tim Atkinson is a Business Development Manager for Communications Products & Services, EMEA at Google. His areas of expertise include telecom, speech technology, and mobile & web virtual assistants. Prior to joining Google in 2017, Tim was the Business Development Director in EMEA for Nuance Communications.
Chief Executive Officer
Jo Causon joined The Institute of Customer Services as its CEO in 2009. Over the past nine years she has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction, providing organisations with an indicator of the return on their service strategy investment. Jo brings a wealth of experience from the commercial sector, enabling her to put customer service at the heart of the Boardroom agenda. She has held director roles in brand and business consulting, policy development and research for City and Guilds and the Chartered Management Institute.Jo focuses on demonstrating a clear link between employee engagement, customer service strategies and organisational performance. Working across the public, private and voluntary sectors she provides strategic advice to Boardrooms to raise the standards of service provided by UK organisations and to provide evidence of the connection between customer satisfaction and operational efficiency and profitability.
Global Insights Director
Bryan Roberts works at TCC Global, collaborating with major global retailers to create meaningful shopper loyalty. Prior to joining TCC, Bryan was SVP & Knowledge Officer for Kantar Retail. He has around 20 years of experience in the retail research and insights industry, working for clients including some of the world’s largest retailers and FMCG suppliers and is a frequent commentator on retail issues for the global media and a sought-after speaker at trade events. He is also the co-author of the book ‘Walmart: Key Insights and Practical Lessons from the World's Largest Retailer,’ published in 2012. He is a Visiting Fellow at the University of Surrey Business School.
Ian Tomlinson founded cloud-based retail technology company, Cybertill, in 2001. A leading expert in bridging the gap between on- and offline retailing, Ian is an industry expert and recognised advisor on the future of retail technology. Ian believes that many of the omnichannel challenges that multi-store retailers face can be solved by gathering more real-time data in-store, and utilising that data more effectively. Over the past 17 years, he has received many industry and business awards and is trusted by his long-standing customers, including national brands and progressive independent retailers. At Cybertill, he leads a team of 100 people with offices in the UK and the USA. Cybertill’s RetailStore and CharityStore platforms serve over 700 general retail, charity, and visitor attractions globally and help process over 64 million transactions a year