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EVENTS - Retail Customer Engagement Summit

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Meet the speakers...

Made.com

Made.com

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.
Childs Farm

Childs Farm

Joanna Jensen
Founder

Joanna Jensen is CEO and founder of Childs Farm, the UK’s ...
Joanna Jensen is CEO and founder of Childs Farm, the UK’s fastest growing brand in the baby & child toiletries category - it was in 2010 she developed the idea for Childs Farm. Unable to find a bath range which catered for her children’s sensitive skin, Joanna who had a long-time interest in natural medicine, decided to create her own products using the family’s favourite essential oils and naturally derived ingredients. The gentle recipes worked and Joanna saw the opportunity to help other parents whose children had sensitive skin, by developing a line of natural toiletries specifically designed for the delicate skin and hair of newborns, babies and children. She also saw this as an opportunity to help families put the fun back into bath time with delicious smelling products that featured ponies, tractors and children on the packaging - a far cry from the faceless ‘pharma' brands that dominated the category.
Heal's

Heal's

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.
Westfield

Westfield

Myf Ryan
CMO UK & Europe

Myf Ryan joined Westfield Australia in 2008. She has held th...
Myf Ryan joined Westfield Australia in 2008. She has held the positions of General Manager of Marketing for Westfield UK in May 2010, Director of Marketing UK/Europe in 2013 and was appointed the role of Chief Marketing Officer, UK & Europe in 2016. Prior to joining Westfield, she worked for Nestle in Australia and New Zealand as well as Rothmans UK in England and Moscow, in a wide variety of marketing roles.
Black White Denim

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.
Sainsbury's

Sainsbury's

Richard Lewis
Design Director - Experience Design

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

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

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.
TalkTalk

TalkTalk

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.
Bluebella

Bluebella

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.
Google

Google

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.
IntuDigital

IntuDigital

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.
Emma Bridgewater

Emma Bridgewater

Kath Brown
Trading Director

Kath Brown is the Trading Director at Emma Bridgewater the B...
Kath Brown is the Trading Director at Emma Bridgewater the British pottery and homewares company. Responsible for revenue across online, stores and wholesale, her current focus is maximising combined potential across all channels. Prior to her time at Emma Bridgewater, Kath spent five years as eCommerce Director, leading the online business at Mountain Warehouse. With over 10 years’ experience in Retail and Media, her broader career has included senior positions at The Guardian Media Group, in Management Consulting and acting as an advisor for Mary Portas' Review of the High Street.
Outdoor and Cycle Concepts Ltd (OrCC)

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.
Vivobarefoot

Vivobarefoot

Damian Peat
Director of Operations & Sustainability

Damian Peat has been a member of the Vivobarefoot family for...
Damian Peat has been a member of the Vivobarefoot family for over ten years. In that time he has become a passionate runner and writer. He runs regularly with the team at Vivobarefoot, whether a quick three miler down to the river or a Swimrun event on a beautiful coastline. He manages the entire supply chain from manufacturing to delivery to the end consumer, including purchasing, stock control, warehouse management, logistics and shipping and IT systems. He also helps to drive the internal sustainability programmes.
The Institute of Customer Service

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.
Oracle NetSuite

Oracle NetSuite

Neil Kapoor
Enterprise Sales Executive

At Oracle NetSuite, Neil Kapoor is responsible for building ...
At Oracle NetSuite, Neil Kapoor is responsible for building NetSuite’s retail, wholesale distribution and manufacturing community across the EMEA region. Neil has supported a broad portfolio of NetSuite clients, including VivoBarefoot, Simba Sleep, Papa John’s Pizza and Revolution Beauty, as they leverage unified businesses management software to achieve their growth plans and disrupt their market. Neil has a long pedigree in SaaS, having been at NetSuite for over 6 years and previously doubled the turnover of a fast growing BI SaaS solution Pearlfinders.
MentionMe

MentionMe

Andy Cockburn
CEO & Co-Founder

Andy Cockburn co-founded Mention Me with Tim Boughton in Jan...
Andy Cockburn co-founded Mention Me with Tim Boughton in January 2013 to help brands realise the potential of the referral marketing channel, they bootstrapped the business and spent the first two years proving out the model. Since 2015 they have grown from a team of two with 20 clients to a profitable, fast growing business of thirty five people with more than 250 clients. Andy and Tim previously worked together at HomeAway, where Andy was the UK Managing Director from 2010-2013 and Tim was the European CTO.
Pitney Bowes

Pitney Bowes

Lisa Shaw
Retail Sector Director

Lisa Shaw manages the EMEA Retail business at Pitney Bowes S...
Lisa Shaw manages the EMEA Retail business at Pitney Bowes Software, helping retailers connect the dots to understand the relationships between people, places and things. To drive better, data driven decision making, optimise customer experience and improve channel performance – the knowledge that powers your business. Lisa helps retailers to provide a world class customer post purchase experience, at scale, with turnkey localised experiences for domestic and cross-border shipping, rapidly giving access to a global network to compete with their largest competitors.
Comarch

Comarch

Natalia Kalinowska
Company Director

Natalia Kalinowska currently oversees the UK subsidiary of C...
Natalia Kalinowska currently oversees the UK subsidiary of Comarch. She has over 6 years’ experience in international business development, over five of which years she has spent in the information technology industry working with FTSE and Fortune 100 organisations from the retail, gaming, travel, hospitality and financial services industries.
K3 Retail

K3 Retail

Natalie Bruins
Head of Marketing

As chief marketing lead, Natalie Bruins oversees all marketi...
As chief marketing lead, Natalie Bruins oversees all marketing and brand initiatives, strategy, customer insight and execution for the K3 Group, a global technology business. Natalie joined K3 in 2014 to launch ‘The New Possible’, with the purpose of enabling retailers to connect technology to drive success. Natalie brings to K3 deep, customer centric marketing and leadership experience, as K3 accelerates to transform the retail industry through a period of change and is a lifelong marketer with expertise in retail and fintech. Prior to K3, Natalie held senior leadership roles including Marketing Director for Momentum working with brands including TK Maxx, Primark, Victoria Secrets and British Airways on loyalty and customer engagement programmes.
Vini Italiani

Vini Italiani

Darren Williams
Founder, DW Exec Consulting & Board Director

Darren Williams is Managing Director at DW Exec consulting a...
Darren Williams is Managing Director at DW Exec consulting and a Board Director at the Italian Wine business Vini Italiani. DW Exec specialises in interim C-suite/non-exec, customer experience and location strategy. Darren has experience across multiple genre of the retail industry, including leading the Argos business in London, and heading up the expansion of the Hotel Chocolat Retail business between 2009-2014. More recent roles were Commercial Director at the UK arm of the French Bakery Paul, and Country Director of T2, part of Unilever, where he established the business in the UK and USA markets. Darren entered the industry at the age of 17 and worked as a Store Manager from the age of 19 through to his late twenties, and then in 1998, was part of the team that launched Orange Retail, where he quickly progressed to his first Area Management role. He is unashamedly passionate about the retail industry, both as a provider and a consumer and is a true advocate for those who work within the sector, believing more needs to be done to ensure retail careers get the recognition they deserve. Darren is a former Chairman of the Committee for the Retail Trust.
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RETAIL EVENTS

Retail Human Resources Summit
Retail Human Resources Summit
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The Cavendish Conference Centre, London W1
The 10th HR Summit 2018, The Cavendish Conference Centre, London W1, 3rd October 2018
The Retail Design Summit 2018
The Retail Design Summit 2018
14 November 2018
The Cavendish Conference Centre
The Retail Design Summit 2018
Omnichannel Futures Conference 2019
Omnichannel Futures Conference 2019
6 February 2019
Cavendish Conference Centre, London WG1 9DT
A truly omnichannel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy