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Protecting the front line: staff and the battle for good service


In this workshop attendees will have the chance to look at how a culture of good customer service can transform your retail business. Participants will be presented with examples of retailers that have used successful incentives to encourage staff to create and maintain this culture.

Speaker: Jo Moran, Head of Customer Service, Marks & Spencer

Jo-Moran.jpgDuring her 27 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 leading the recovery of the brand’s service ethos through establishing a clear customer proposition supported by the appropriate structure, recruitment, training, performance management and reward mechanisms.


New kid on the block: how a new retailer can change a market.


One of the interactive workshop sessions at this year’s Forum will give the attendees an opportunity to hear from pioneering industry experts about how they have taken their Retail business' from start-up to success.

Rosie Wolfenden, MD, Tatty Devine.

rosie-(1).jpgRosie Wolfenden MBE is Managing Director and Co-Founder of Tatty Devine, the go to brand for original, fun, acrylic statement jewellery. Wolfenden founded Tatty Devine in the heart of East London in 1999 with Harriet Vine MBE after graduating from Chelsea School of Art. 

All jewellery is still designed and handmade in house by a female led team. They often collaborate with artists, designers and their favourite cultural spaces to create special collections throughout the year. All of Tatty Devine’s collections are sold online and in their two London stores in Covent Garden and Brick lane. New designs, as well as iconic pieces from their archive, are highly coveted and collected by a loyal fan base from all over the world and discovered by new customers every day.

Aron Gelbard, CEO & Co-Founder, Bloom & Wild

aronproper.jpgAron Gelbard is the Co-founder & CEO of Bloom & Wild, the online and mobile flower gifting service he launched in 2013. Bloom & Wild is using technology to re-imagine flowers. Bloom & Wild makes it possible to order flowers in under a minute, and through-the-letterbox delivery means that receiving their flowers is as easy as receiving a letter.

Their bouquets are trend-led, being the first florist to create a constantly changing range at scale as ‘fast fashion for flowers’.   

Dr. Tim O’Brien to deliver the Thursday keynote address at The Communication Directors' Forum



Richmond Events are delighted to announce that Dr. Tim O'Brien, psychologist, performance consultant and author, will be delivering the Thursday keynote at the 2017 Communication Directors' Forum.

"Understand your mind, change your world."

This keynote is about you. Tim proposes that you have two stories inside your head: one is about your life and the other is controlling your life. The one that is controlling your life is your Inner Story. This keynote will be about how your mind creates your Inner Story and how changing it can be the fast way to a better you. It will also help you to understand how powerful your mind is in directing how you think, feel and behave. You will be able to take away learnings that you can instantly apply to your personal and professional life.

Tim O’Brien is a psychologist who has received awards for his pioneering work in the field of emotional and behavioural change. He has been a performance consultant to teams in a range of global businesses across a variety of sectors. He has been Club Psychologist for three English Premier League football teams including over ten years with Arsenal FC and has designed and delivered leadership programmes for companies such as Nike and Red Bull and has coached individuals from President and CEO to emerging leader level.

Tim is Visiting Fellow in Psychology and Human Development at the world-leading UCL Institute of Education. His latest book, Inner Story’, is endorsed by Sir Elton John and Arsene Wenger.

 


Dr. Tim O’Brien to deliver the Thursday keynote address at The Marketing Forum


Richmond Events are delighted to announce that Dr. Tim O'Brien, psychologist, performance consultant and author, will be delivering the Thursday keynote at the 2017 Marketing Forum.

"Understand your mind, change your world."

This keynote is about you. Tim proposes that you have two stories inside your head: one is about your life and the other is controlling your life. The one that is controlling your life is your Inner Story. This keynote will be about how your mind creates your Inner Story and how changing it can be the fast way to a better you. It will also help you to understand how powerful your mind is in directing how you think, feel and behave. You will be able to take away learnings that you can instantly apply to your personal and professional life.

Tim O’Brien is a psychologist who has received awards for his pioneering work in the field of emotional and behavioural change. He has been a performance consultant to teams in a range of global businesses across a variety of sectors. He has been Club Psychologist for three English Premier League football teams including over ten years with Arsenal FC and has designed and delivered leadership programmes for companies such as Nike and Red Bull and has coached individuals from President and CEO to emerging leader level.

Tim is Visiting Fellow in Psychology and Human Development at the world-leading UCL Institute of Education. His latest book, Inner Story’, is endorsed by Sir Elton John and Arsene Wenger.
 


Conference programme released for The Retail & eCommerce Directors' Forum 2017


Image result for Neil Saunders Conlumino Landscape

Each year we work closely with our conference Chairman, Neil Saunders, to create a programme which we feel really reflects the challenges in the industry. The theme for this year’s programme will be Retail: the era of engagement, experience and entertainment

Reflecting on 2016 and moving into 2017, Neil believes that:  
  • Consumer behaviour is changing, it is no longer enough to simply provide a space for ‘purchasing’, shoppers are now looking for a greater experience.
  • Retail spaces need to be exciting in order to entice consumers, who he believes, are becoming increasing bored of the high-street.
  • This must be reflected, not only on the high-street but online too. A seamless omni-channel experience is now expected by shoppers.
  • These changes have created a new set of ‘rules’ in the Retail world that must be acknowledged in order to survive & succeed.
We have strongly considered this when developed the content for the programme and we have a great calibre of industry experts who will be delivering examples of how their business has adapted in line with these rules.
 
We will be providing regular updates announcing the speakers, however, if you would like further information in the interim please do not hesitate to contact me.
 
Alexi Cartwright
020 8487 2220
 

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