EVENTS - Retail Customer Engagement Summit
- Retail Customer Engagement Summit
- Why Attend?
- Who Should Attend?
- Last year's speakers
Meet the speakers...
Julien Callede Founder
Julien Callede is the Founder of Made.com, a pan-european co...
Julien Callede is the Founder of Made.com, a pan-european company on a mission to offer well designed, beautiful furniture products to everyone. Their philosophy is to leverage the Internet and apply the economy of scale in manufacturing so that even the most beautiful and high end furniture pieces will eventually become accessible and affordable to the masses. Made.com launched in the UK early 2010 and have been capitalising on the feedback of their 1M+ customers to constantly improve their offer and expand to France, Netherlands, Germany, Belgium, Austria and Switzerland. They are currently a team of 350+ staff based in London, Paris, Berlin and Shanghai.
David Kohn Customer & eCommerce Director
A multichannel leader with a rare combination of board-level...
A multichannel leader with a rare combination of board-level online and offline commercial experience, David Kohn’s career in retail spans over 25 years and during that time he’s held senior positions with the likes of Snow+Rock, Blacks and Waterstones. He joined Heal’s in February 2016 as their Customer & eCommerce Director, where he is responsible for e-Commerce, customer service and IT at one of the world's leading furniture and homeware stores.. The retailer replatformed from Venda to Magento mid-2015 and David managed the legacy issues post-implementation.
Scotts & Co
Craig Wheeler COO
Craig Wheeler has been the Chief Operating Officer at Scotts...
Craig Wheeler has been the Chief Operating Officer at Scotts & Co since May 2017, which incorporates the brands Scotts of Stow, Bloom, The Original Gift Company and Expert Verdict. He was previously part of the leadership team at Feelunique, where he head responsibility for customer experience, product content, beauty advice/engagement, logistics, supply chain, business systems and leading change/business development programmes. Craig has also worked at Play.com, QVC and Dixons, where he has had broad responsibilities and has managed the despatch and servicing of over 300m home delivery orders, to nearly 50% of the homes in the UK. He is a well-respected and vastly experienced eCommerce professional, having worked in almost all retail sectors and covered most business areas he has plied his knowledge and skill set to a broad range of customer focused, commercial, logistical, and project focused roles. Craig is a Delivery Advisory Board Member of the IMRG.
Black White Denim
Joanna Davies Managing Director
Joanna Davies is Co-Founder and Managing Director of Black W...
Joanna Davies is Co-Founder and Managing Director of Black White Denim (BWD), a very successful premium independent. BWD is based in Cheshire and for its first six years it sold just ladies wear until last year when they added menswear. Success has come from developing what is best described as a BWD community, where customers buy frequently but sometimes just drop in to the shop for a chat. While Instagram has been a key driver in the community feel, it's old-fashioned customer relationships and the art of listening that has grown their wonderfully loyal customer base.
Richard Lewis Design Director - Experience Design & Marketing
Richard Lewis has been the Design Director (Design & UX Lead...
Richard Lewis has been the Design Director (Design & UX Leadership) at Sainsbury's since August 2016. The Experience Design team is a group of designers and UX researchers creating consistent and measurable digital products for Sainsbury's customers and colleagues across channels and touchpoints, collaborating with colleagues in product, engineering, marketing and stakeholders in business teams. Richard leads the single ecosystem design team which is designing the customer experience for mobile payments and in store shopping on mobile, loyalty and other services in the Sainsbury's digital portfolio including single customer identity and Sainsbury's Bank. His strengths lie in agile UX and product development, measurable design outcomes, inter disciplinary team collaboration, stakeholder management, design leadership, agency & team management. He recruited, built and led two UX teams whilst at Tesco Group Digital as their Head of UX (2013-2015). Prior to Tesco, he has 10+ years in user experience design teams for global wireless service providers - service design, experience design, digital branding, concept creation, cross platform services and creating engaging multichannel customer experience.
Jaguar Land Rover
Rawdon Glover Global Customer Service Director
Rawdon Glover joined Jaguar Landrover in 2013 as the Global ...
Rawdon Glover joined Jaguar Landrover in 2013 as the Global Director for Customer Services, where he is responsible for ‘parts and accessories’ revenue, EBIT and the global customer experience. After graduating with a degree in Business Studies and a Chartered Institute of Marketing Diploma, Rawdon started his career in marketing with the Disney Corporation before joining Camelot, to launch the marketing of the UK National Lottery. Rawdon entered the automotive industry as the Audi UK Marketing Director, before taking up the position of Sales Director for SEAT, then Volkswagen UK. He then progressed to the UK Board of Management at Volkswagen Group UK responsible for Group Services, before taking an Executive Vice President role with Volkswagen Group North America.
Transport for London
Christopher Macleod Customer Director
Christopher Macleod joined Transport for London (TfL) in 200...
Christopher Macleod joined Transport for London (TfL) in 2007 and is responsible for a diverse portfolio of marketing and customer programmes. His work ranges from promoting buses and tubes to improving the customer experience of all services. In 2012, he oversaw the Marketing of transport in London to help deliver a successful Olympic and Paralympic Games. He has helped TfL become a more customer focused organisation, establishing its ‘Every Journey matters’ promise. During his time it has won every major marketing and creative award including Campaign Magazine’s Advertiser of the Year, Cannes Gold Lions, Marketing Society and IPA Effectiveness awards.
Julia Deutsch Digital Marketing Manager
Speaker profile coming soon...
Speaker profile coming soon...
Alexandra Birtles Head of Online Sales and Service
Alexandra Birtles has been Head of Online Sales & Service at...
Alexandra Birtles has been Head of Online Sales & Service at Talk Talk since November 2017. A highly regarded, effective and energetic senior leader with significant customer and commercial experience, she is an ambitious self-motivator who is passionate about making things better for customers, whilst also delivering business benefit. Prior to her current role, Alexandra was Head of Loyalty Strategy & Next Best Action at Talk Talk for just over 2 years. In this role she was appointed as the single accountable owner for delivering consumer churn targets across a 3 million consumer base (broadband, fibre, TV and mobile), reporting to the Consumer MD. Alexandra started her career at Talk Talk in 2012 as Group Head of External Communications.
Eva Pascoe Digital & Strategy Director
In her role of Digital and Strategy Director at The Retail P...
In her role of Digital and Strategy Director at The Retail Practice, Eva helps growing retailers to optimise their e-commerce platform and marketing tech suppliers to deliver a more rewarding online shopping experience. Eva’s most recent work is with lingerie brand Bluebella - unhappy with their current website, Bluebella wanted to create a new website that wholeheartedly captured the essence of their brand - the technical architecture was designed by Eva. She is currently working on The Retail Future for Centre for London (London West End). As a digital leader, Eva has pioneered the Internet, e-payments, e-commerce fashion solutions and e-CRM. Her achievements include: co-founding the world's first Internet Cafe in 1994; pioneer of Topshop e-commerce; Chair of Digital Futures Think Tank www.cybersalon.org; member of the Alternative High Street Review Team; and Government advisor on Digital High Street.
Sarah Davies Strategic Partner Lead
Sarah Davies has been a Strategic Partner Lead within the Gl...
Sarah Davies has been a Strategic Partner Lead within the Global Partnerships team at Google since June 2015. Her role involves management of global C-level commercial relationships with Google’s largest publisher clients in the eCommerce verticals, including AutoTrader and Dixons Carphone. Sarah leads new business development efforts for eCommerce partnerships, maximising adoption and supporting usage of Google's platform and monetisation technology solutions, including DoubleClick for Publishers, the Ad Exchange and AdSense. She acts as lead point of contact into the many Google departments, managing relationships, driving new opportunities and pitches, handling contract negotiations and delivering deals. Sarah started her career at Google in 2011 as a Strategic Account Manager for Publishing, prior to this she was a business analyst and project manager for MTV International.
Karen Harris Managing Director
Karen Harris is Managing Director of intuDigital, intu plc a...
Karen Harris is Managing Director of intuDigital, intu plc and joined the company in 2012 as part of the acquisition of StyleMeTV, an online shopping centre. Karen set up intuDigital and, together with her new in house team, developed a single digital shopping platform for all 14 intu shopping centres where visitors can shop in centre, online and on the go. Previously she was founder & CEO of Geronimo PR (awarded The UK’s Number 1 Consumer PR Agency in 2005 & 2006 by PR Week) and Non-executive Chairman of TVC Group (an integrated marketing agency specialising in broadcast & digital, sold to the Economist in March 2012). In addition to her experience in digital media and broadcast, Karen was listed as a leader in her field in the PR Week Powerbook and is a trustee of a large education based charity.
Outdoor and Cycle Concepts Ltd (OrCC)
Kate Franklin former Group Marketing and Omnichannel Director
Kate Franklin was until recently Group Marketing and Omnicha...
Kate Franklin was until recently Group Marketing and Omnichannel Director for Outdoor and Cycle Concepts (Cotswold Outdoor). She has a marketing and operations background and significant senior-level experience in customer-focused business transformation. Her career started with Debenhams and she has headed up marketing for Poundland, Cotswold Outdoor, and Chiltern Railways, and has also worked in the social housing sector where she is currently a non-executive director. As an international customer experience consultant she has led a number of strategic change programmes across a broad range of sectors including retail, telecoms and manufacturing.
Amy Brix Senior European Manager New eBusiness Models
Amy Brix has been Senior European Manager New eBusiness Mode...
Amy Brix has been Senior European Manager New eBusiness Models at Unilever since December 2015. A result driven e-commerce fanatic with a passion for creating consumer value through digital innovation, Amy joined Unilever to drive new business models in the FMCG industry. She has introduced innovative ways to scale Unilever brands digitally with improved speed-to-market across Europe. Between 2011 and 2015, Amy was the manager of e-commerce across Europe within the TUI group, where she built a digital transformation program to improve conversion/sales at lower marketing cost across 12 websites. Having worked in 7 different countries for the past 9 years, Amy has an excellent understanding of e-commerce, new business models and digital marketing in the travel and fast moving consumer goods industry. In 2013, Amy was awarded with a digital marketing qualification from Google and in 2017 she was awarded Best Young Professional of the Netherlands.
The Institute of Customer Service
Jo Causon Chief Executive
Jo Causon joined The Institute of Customer Service as its CE...
Jo Causon joined The Institute of Customer Service as its CEO in 2009, over the past seven 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 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. 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 extensive experience in the financial services sector having recently been appointed as a non-executive director to Aegon UK’s independent governance committee and having previously spent more than 11 years working for organisations such as Aviva plc.
Simon Preece Social Media Expert & Founder
In 2014, with 13 years of digital and social media experienc...
In 2014, with 13 years of digital and social media experience under his belt, Simon Preece decided to found SLP Consulting to help organisations navigate the rate of change and growing impact of social media on customers, prospects and employees. Simon started his carrer at Capgemini Consulting, where he spent most of his time helping to improve online customer experiences, and dabbling in something new called Web 2.0. This led Simon to a boutique social media agency, RMM, where he was able to immerse himself in all things social media, working with a number of large early-adopter brands.With a good dose of strategic and best practice knowledge, Simon then headed “client side” to really put this to the test. As Head of Social Media at Sainsbury’s Supermarkets he was able to work across many different sectors, collaborate directly with the major social networks, and push social media onto the agenda of senior stakeholders.