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13th June 2012 | The Cavendish Conference Centre, London W1
Register now for Customer Loyalty Conference 2012
Headline Sponsor
GfK Customer Loyalty Conference 2012
Hear from
Tesco Phones 4 U Shop Direct nPower joules Empathica Orange The White Company Lush Just Eat VISA Costa Coffee Customer Loyalty Conference 2012
Organised by
Retail News Retail News

Speakers

If you are a retailer and would like to speak at this event please contact Carl Goodman on carlg@theretailbulletin.com or call 0151 707 9522

If you are a consultant or solution provider and you would like to speak at this event please contact:

Karen Howard on 01737 647 103 or email karenh@theretailbulletin.com

Ian Sprange on 01737 647 100 or email ians@theretailbulletin.com

Speakers already confirmed include

Darren GardnerBernard Page, Head of CRM, Shop Direct Group

Bernard has over 20 years experience in marketing, CRM, strategy and branding. He has played a central role in developing and implementing marketing strategy for Shop Direct Group, including the launch of new brands, repositioning existing offers, developing large scale customer contact strategies and leading a multi-disciplined CRM team.

 

 

 

 

Patrick HarveyPatrick Harvey, Head of Customer Loyalty, Npower

Since joining npower in 2005, Patrick Harvey has been responsible for delivering a number of ground breaking propositions and retention campaigns to both challenge the industry status quo and customers perceptions of energy suppliers. His remit includes understanding the insights behind customer behaviours and satisfaction levels and developing solutions to meet the needs of customers, prospects and the brand

Fundamental to this challenge is the development of a range of propositions, campaigns and affinities to drive acquisition and retention of npower’s 6.6 million Residential and Business customer base and build brand awareness and engagement. These activities include:

  • Developing new acquisition propositions and campaigns to drive customer acquisition and differentiate npower from its competition. This includes the first fixed rate product in the market (Gas Guardian), the first bundled product linking boiler care to energy with npower ONE and the first tracker to give customer control and visibility of energy prices
  • Developing a range of loyalty initiatives from npower select, npowers unique customer reward and retention programme, to In Good Company, a unique customer engagement programme that links the companies npower uses and supplies to create virtual communities with the domestic and SME customers.
  • Patricks role also includes developing partnerships with other brands such as activity with McDonalds, National Trust and Barclaycard to build brand salience and establishing proposition strategies to maximise npowers newly acquired sponsorship of the Football League

Patrick’s work is fundamental to achieving the npower vision of ‘turning customers into fans’ by creating a brand that challenges the norms of a price led, volatile but ultimately, low interest market. It is also vital to understanding what drives customer engagement and loyalty and being able to define activities to meet customers needs and track their success

Patrick brings experience from his previous roles in Vodafone and O2. He currently lives in Droitwich Spa, near Worcester.

Peter CrayfourdPeter Crayfourd, Group Head of Customer Experience Lifecycle,Orange-France Telecom

Peter joined Orange Group in December 2007, responsible for developing a group wide customer engagement and business transformation strategy. Orange needed a strategic vision for the way they “engage” with their customers and “prioritise” transversal business change, to help unify the business and deliver an “industrialised” customer centric approach.

With Peter’s leadership, Orange now has an innovative customer engagement vision & delivery methodology called “Mood”. The result of which, is a business that consistently strives to meets and exceeds customers expectations, while achieving tactical revenue, cost reduction and retention objectives via a transversal transformation approach.

Prior to the role at Orange, Peter spent 7 years with 3 in the UK, focused on customer engagement strategy and proposition development, as well as delivering industry leading traditional and handset based, digital customer communications. In his role as Head of Customer Engagement and Development, his remit was to understand what 3 needed to know about their customer’s needs and develop the contact strategy to ensure 3 interacted with each customer in a relevant & timely fashion through the customers preferred channel.

Tess TuckerTess Tucker, Head of Digital Marketing, Just-Eat

As Head of Digital Marketing at Just-Eat, Tess is responsible for a team of marketing professionals covering the full online mix, with a particular focus on Social Media, eCRM and Search. Tess has also recently taken on the challenge of rebranding and scaling up the newly acquired corporate arm of Just-Eat, Urbanbite. Just-Eat’s social marketing credentials include winning the best use of facebook at the Some Comm awards 2010 and being shortlisted for best use of twitter at the Some Comm awards 2011.    Prior to joining Just-Eat in 2009, Tess worked for three years as a CRM manager at toptable, and 3 years as a Marketing Executive for The Lanesborough Hotel.

Gary Topiol Jon Worley, Principal Consultant, Customer Loyalty Management, The Logic Group

Jon Worley is a Principal Consultant at The Logic Group and is responsible for leading the Customer Loyalty Management consulting practice. Jon has over 20 years experience managing complex technology and business change projects, and has provided consultancy to over 25 customer loyalty programmes in the UK and Europe. Jon’s experience has been gained in multiple sectors including retail, financial services, and hospitality & leisure. His previous roles include senior project management positions both in the UK and the US. This broad business experience coupled with in-depth knowledge of customer loyalty solutions and strategy enables Jon to ensure that our client’s projects are successful in engaging their customers and achieving the desired business outcome.

email jon.worley@the-logic-group.com
mobile number +44 (0)7798 873443

Gary TopiolGary Topiol Managing Director, EMEA, Empathica

Gary is responsible for Empathica's operations in the EMEA region. With more than 15 years’ experience in the market research and customer experience fields, Gary brings a wealth of insight and expertise to his role. Prior to joining Empathica in 2007, Gary served as the International Development Director at GfK NOP Ltd., the fifth largest market research firm in the world, and Chief Operations Officer at NOP World Mystery Shopping. Throughout his career, Gary has worked extensively with FTSE 100 and Fortune 500 companies to develop, execute and hone their customer experience strategies.

Prior to joining Empathica, Gary completed a full time MBA at Cranfield School of Management.

Antony JonesAntony Jones, CEO, The Logic Group

The Logic Group partners with major organisations across Europe to enhance the effectiveness, security and profitability of their customer interactions. The Company specialises in the secure management of information and transactions through the delivery of trusted loyalty, payment and risk management solutions.

During his 30 year career, Antony Jones has held senior and executive management positions in various IT organisations across Europe, including 16 years spent with both the Fujitsu Group and Fujitsu Siemens Computers as Executive Vice President where he had worldwide responsibility for all sales, marketing and services operations. 

Prior to his appointment as CEO of The Logic Group in April 2005, he served for a short period as a non-executive director for the Company. Antony holds a BA (Hons) in Politics from Newcastle University and in 2007 was awarded an Honorary Fellowship.


Crispin RogersCrispin Rogers, Senior Vice President, Loyalty and Merchant Analytics, Visa Europe

Crispin Rogers is Senior Vice President, Loyalty and Merchant Analytics, Visa Europe.

Based in London, he is responsible for Visa’s Loyalty propositions for Member banks, providing end to end, turn key and cost effective Loyalty solutions that increase customer engagement for the banks, drive profitable incremental sales for participating retailers and delight customers.

Crispin also has responsibility for merchant analytics, which uses the large amount of Visa Europe transactional data to provide unique customer and business insight to merchants. This in turn provides the foundation of actionable insight that drives the effectiveness of the Visa Loyalty programmes.

Crispin has 23 years’ marketing and business experience in the UK, South Africa and around the world and has specialized in Cards and Loyalty in particular in the last 15 years. He joined Visa in May 2011.

Crispin was previously Global Loyalty and B2C Payment Manager at Shell International Petroleum Company between 2005 and 2011. This included responsibility for Shell’s Retail Loyalty programmes in 23 markets around the world, their co-branded credit card and private label fuel cards in 19 markets around the world and responsibility for third party card acceptance at Shell’s 45,000 sites globally.

Prior to this role in Shell, Crispin had a variety of other Marketing and Sales roles including Global Head of Customer Management between 2003 and 2005, VP Consumer for Shell Capital between 2000 and 2003, managing the Card and Automation business for Shell in South Africa between 1997 and 2000 and various Retail and Commercial sales and analytical roles prior to that.

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