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EVENTS - Customer Engagement Conference 2019


Meet the speakers...

Bloom & Wild

Bloom & Wild

Jim Warren
Director of Marketing

Jim Wild started his marketing career at agencies doing PPC ...
Jim Wild started his marketing career at agencies doing PPC and SEO at agencies. He previously led customer acquisition during fast growth periods at 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.

Aaron Chatterley
Founder & CEO

Aaron Chatterley is the co-founder and CEO of
Aaron Chatterley is the co-founder and CEO of Over the past seven years 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 in 2005, which quickly established itself as the on-line destination for beauty.
Beate Uhse

Beate Uhse

Craig Wheeler
Managing Director

Craig Wheeler is currently Managing Director of Beate Uhse -...
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.


Charles Henri Duclos
Digital & Store Concept Coordinator

Charles Henri Duclos has been the Digital and Store Concept ...
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.
Chico's USA

Chico's USA

Shelagh Stoneham
SVP Marketing

As Senior Vice President Marketing at Chico’s USA, Shelagh...
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.
Odeon Cinemas Group

Odeon Cinemas Group

Dr Geraint Evans
former Head of Digital

Dr Geraint Evans is an award-winning international marketing...
Dr Geraint Evans is an award-winning international marketing professional, board advisor and academic researcher. He has held a variety of global marketing leadership roles and delivered work for brands such as Odeon Cinemas Group, Virgin Media, Tesco, Boots and Whitbread. Geraint’s focus areas for writing and speaking are emerging trends in customer behaviour, all things digital, brand marketing and product innovation


Natasha Kosoglov
Mobile Performance Lead

Natasha Kosoglov is a mobile web specialist at Google workin...
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.
Institute of Customer Service

Institute of Customer Service

Jo Causon
Chief Executive Officer

Jo Causon joined The Institute of Customer Services as its C...
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.
TCC Global

TCC Global

Bryan Roberts
Global Insights Director

Bryan Roberts works at TCC Global, collaborating with major ...
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

Ian Tomlinson founded cloud-based retail technology company,...
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
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