Conference Programme

K1 :  Opening Round Table Discussion

• Understanding how consumers are engaging with online to maximise the new opportunities
• Assessing the relevance and opportunities in channel choice – segmenting your customers to gain a clearer picture of preferred channel engagement to gain a clearer picture on how to maximise response and target research more effectively and efficiently
• Predicting future trends and opportunities in online and offline research
• The future of qualitative research and understanding customer behaviour – where does all the new technology REALLY fit in?

Speakers:

• Dr Liz Nelson, OBE Executive Chairman, Q Research & Founder and Former Chairman, Taylor Nelson Sofres
• Martin Oxley, Managing Director, BuzzBack Market Research Europe
• George Terhanian, President, Harris Interactive in Europe
• Chair: David Smith, Chair, DVL Smith Ltd

A1 :  The Role of Insight in Organisations

• Injecting a proactive and profitable, research-driven culture from boardroom and beyond – the challenges and opportunities
• Forging a greater synergy between colleagues, consumers and distributors to form a collaborative approach to putting research insight practice
• Using a blend of internal data and external insight to illuminate an organisation

Speakers:

• Martin Troughton, Marketing Director, Anglian Group Ltd

• How can enhanced customer understanding complement short and long term business imperatives?
• Adopting effective communication tools to engage your organisation more effectively and efficiently
• Understanding how a research-driven company culture can improve understanding, service and impact the bottom line!

Speakers:

• Simon Brooksbank, Head of Insight and Customer Marketing, SSL (Durex, Scholl and OTC Medicines)

A2 :  Market Research and Brand Equity

• Using customer data to understand what customers really want!
• Making a link between what customers want and using this to grow and differentiate your brand!

Speakers:

• Crispin Beale, Director of Customer Insight, Intelligence and Analysis, Royal Mail Group

• Understanding the issues currently facing researchers who are adopting clearer practices for harnessing customer insight to grow and shape marketing strategies and campaigns
• Overcoming traditional organisational silos to maximise the potential for actionable insight
• Understanding the impact that increased, inter-departmental information sharing can have on increasing brand equity

Speakers:

• Paul Smith, Marketing Director, Harvey Nash

A3 :  Insight and Innovation

• Developing a Customer Proposition blueprint process for translating customer research into innovation and growth
• Communicating Proposition research methods throughout your business to maximise understanding, consistency and effective execution
• Lessons to learn

Speakers:

• Carl Sharples, Head of Customer Propositions, Co-operative Financial Services

• Using a range of market place information to decode what consumers really want!
• Making a link between what the consumer want and using this to grow and differentiate your brand!

Speakers:

• Catriona Ferris, Consumer Insight Manager, Unilever

A4 :  Demonstrating Return on Investment

• Tracking loyalty over the short and long term to maximise value
• Understanding the tools that are available to help monitor and measure customer behaviour and aligning this information with your loyalty programmes and marketing strategy
• Lessons to learn

Speakers:

• Charles Humphreys, Head of Nectar Business, Loyalty Management Group

• What is insight – the connection between research and behavioural analysis?
• What does good research look like?
• How real insight can drive improvements in effectiveness of marketing initiatives and generate quantifiable return
• How to measure the value of research

Speakers:

• Jen Love, Business Advisory Services, Ernst & Young

B1 :  Financial Services Focus

• Linking customer demographics, transactional data and information about how people are engaging with new digital sources to maximise understanding
• Minimising research discreprencies by adopting a system to predict and quantify the difference between what customers say and what they do!
• Using segmentation to increase profitability and customer satisfaction

Speakers:

• Dr. Gordon Blunt, Market Analysis Director, Gfk NOP

• Understanding who uses which channels, and for what?
• How do different channels impact consumers’ service expectations
• How is the online channel evolving?
• What are the implications for research?

Speakers:

• Nick Watkins, Managing Director, Gfk Financial

B2 :  Retail Focus

• Harnessing shopper insights to define more profitable retail solutions
• Putting research into practice – the challenges and opportunities
• Case study examples

Speakers:

• Danielle Pinnington, Managing Director, Shoppercentric Research

• What role can research play in helping you to help you to gain a better understanding of your customer and the latest consumer demands?
• Using increased shopper insight to promote brand advocacy and loyalty – the challenges and opportunities

Speakers:

• Warwick Cairns, Planning Director, Brandhouse

B3 :  Public Sector/Charity Focus

• Enacting a strategy for transforming research into actionable insight without breaking the budget
• Communicating the value of research to key decision makers
• Overcoming potential pitfalls of optimising research strategies in sensitive situations

Speakers:

• Leslie Sopp, Head of Insight, Age Concern

• Delivering cultural change on the back of market research
• Creating business focus with the best data management and analysis
• Creating a memorable customer experiences
• Keeping Nature amazing

Speakers:

• Richard Spencer, Head of Individuals Marketing, RSPB

B4 :  Hospitality and Leisure Focus

• Using research to delve into changing consumer preferences to ensure the effectiveness and appropriateness of new product developments – exploring techniques for getting to the bottom of what customers really want
• Balancing long-term loyalty with short term gains – using research to dig deeper and separate passing fads from long term solutions
• Keeping customers abreast of product improvements using traditional and modern methods of customer interaction

Speakers:

• Dan Foreman, Director, Opinium
• Russ Pooley, Director, Drake & Cavendish

• Using Web 2.0 to collect data and maximise customer understanding
• Harnessing online research to target specific user groups via social network sites
• Marrying offline and online findings to form a mutually reinforcing research strategy

Speakers:

• Robert Nicholson, Former Head of Online Marketing, Visit Britain

C1 :  Strategic Issues

• How is Web 2.0 affecting the way that businesses are shaping and changing research strategies?
• Key ways to leverage the opportunities that 2.0 can offer
• Word of mouth, user-generated content and one-to-one customer relationships – forging a strategy to take full advantage of the new potential

Speakers:

• Sophie Dekkers, Customer Research Manager, easyJet.

• Using a mixture of online and offline research to provide a clearer picture of who is engaging with online and profiling your prospective customer accordingly
• Understanding new ways to reach online and offline audiences
• Social media – the new frontier of market research?

Speakers:

• David Oliver, Head of Marketing Programmes, Hertz Europe

C2 :  Web 2.0 and Customer Profiling

• Where does online fit into current models for assessing and evaluating customer loyalty?
• Integrating online, traditional and multi-channel models to maximise understanding and future research strategies

Speakers:

• Dan Foreman, Director, Opinium
• Oliver Watts, Research Manager, Opium

• The National Identity Scheme was passed into law in 2006 and the first ID Cards will be issued to foreign nationals this year. Amongst the first UK citizens to be offered the card will be young people, aged 16-25 years. In addition to formal research, consultations, and listening to various groups the Identity and Passport Service wanted to listen to the views of young people and so commissioned the creation of mylifemyid; an open, online, research forum that has given young British residents the chance to be heard.
• Managing expectations
• Attracting and keeping interest
• Dealing with criticism
• Extracting the insight

Speakers:

• Matthew McCabe, Public Communications Manager, Identity and Passport Service
• Ray Poynter, Managing Director, Virtual Surveys

C3 :  Future Strategies

• Online or virtual communities vs panels – the pros and the cons
• Understanding the challenges of ensuring data quality and accuracy in internet panel surveys
• Multiple versus single panels and adopting a comparative approach to understanding customer behaviour
• Panel or community – food for thought

Speakers:

• Frederic-Charles Petit, Toluna

• Online qualitative research – understanding how this new research methodology is evolving and changing and the benefits that can be derived
• Making online qualitative research part of a long-term strategy and realising the benefits and opportunities for growth and increased customer understanding

Speakers:

• James Bance, Qualitative Director, GfK Financial

K2 :  Keynote Address

• How do the under 35s view the current economic downturn, compared to a generation that has experienced a similar situation before?
• Explore whether the current economic downturn has/will result in differing behaviours and buying intentions between the generations
• Is the current downturn regarded as a temporary blip or does it represent a new reality and if the latter, what implications does this have for businesses and for research?
• Measuring success for organisations during this time

Speakers:

• Duncan McCallum, CEO, Mccallum-Layton

Speakers:

• Roger Martin-Fagg, Senior Lecturer, Henley Management College
• Guy Tomlison, Author, The Marketing Director’s Handbook
• Gaye Andrews, Executive Consultant – Marketing and Sales Services, Capgemini Consulting
• Chair: Duncan McCallum, CEO, Mccallum-Layton

A5 :  Segmentation and Targeting for Growth and Development

• Segment then profile…or vice-versa - understanding the pros and the cons?
• Identifying the latest measurement tools available to monitor the quality of your segmentation strategy
• How can segmentation predict consumer action and be used to continuously monitor customer satisfaction?
• Strategies for using segmentation as a tool to identify new consumer groups
• Compiling demonstrable results to gain continued buy-in from key decision makers

Speakers:

• Scott Willis, Head of Customer Insight, British Gas

• How customer insight is driving smarter segmentation approaches
• Lessons to learn

Speakers:

• Alvin Jackson, Director, Mulberry Consulting

A6 :  Data for Increased Loyalty and Retention

• From data to insight – using customer data to determine lifetime value and profitability
• Retaining high -value customers as loyal customers
• Moving customers between segments to generating continues, long-term loyalty to maximise value
• Linking loyalty to brand advocacy and ensuring that a robust CRM strategy is in place to facilitate customer satisfaction and growth

Speakers:

• Trevor Alderson, Director - Customer Marketing Analytics, Ipsos MORI

• How can research help you to better understand latest consumer trends and ‘green’ and ethical consumer practices?
• How can adherence to CSR help to be a brand differentiator in an increasingly competitive market?

Speakers:

• Penelope Chapple, Director of Communications & Marketing, Good Energy

A7 :  Using Data to Promote Brand Advocacy

• Key analytic and research components
• Integration into business tactical and strategic initiatives

Speakers:

• Maria Elustando, Head of Customer Insight and Market Research, Virgin Holidays

• Understanding how to use data segmentation and modelling to pick up on the latest consumer trends and practices
• Engaging with the consumer of the future to remain ahead of the competition

Speakers:

• Graeme Lawrence, Business Development Director, Virtual Surveys

A8 :  Harnessing Data to Maximise Customer Understanding

• Linking multiple surveys from completely different sample sets for Meta analysis and how it can improve a company’s customer understanding in a highly cost effective way
• Linking behavioural data and research data for improved segmentation
• Conducting research and data mining in a co-ordinated way

Speakers:

• Mike Page, Co-Founder & Partner, Cognicient

• What does it mean to be a truly data driven organisation?
• How to embed research in all decision making processes in a seamless and effective way
• How has increased data-driven, consumer understanding helped to minimise risk

Speakers:

• Roger Banks, MD, Incite
• Alex Owens, Brand Development and Consumer Insight Director, CapitalOne

B5 :  Converging Trends in Research

• Understanding how to ensure that research is fully integrated with marketing activities and campaigns
• Filtering insight throughout the company to the customer while ensuring consistent implementation and understanding throughout the organisation
• Using insight to reposition your brand and optimise service delivery

Speakers:

• Gerard Tempest, Marketing Director, Premier Travel Inn

• Which markets are currently utilising these techniques
• A case history explaining how GMTV has used neuroscience to drive it’s business forward

Speakers:

• Steve Elliott, Head of Research, GMTV
• Professor Gemma Calvert, Managing Director, Neurosense Limited

B6 :  The Client/Agency Relationships

• Strategies for quantifying the success of your agency relationship to ensure optimal results
• Using performance indicators to monitor, measure the success of your relationship
• Communicating results at board level to ensure buy-in and uniformity in commercial and strategic objectives

Speakers:

• Tom Herring, Senior Policy Adviser, Influencing Travel Behaviour Team, The Highways Agency
• John Wicks, Director Social and Market Research, MVA Consultancy

• Understanding both the client and agency perspective of the use and processes of market research buying
• Highlighting common ground in the growing implementation of research buying roles and making it work for you
• Developing a model for smart buying behaviour to ensure both parties benefit

Speakers:

• Eleanor Storey, Client Manager, BPRI
• Mike Barnes, Head of Research, Global Markets, Royal Bank of Scotland

B7 :  Qualitative Research

• Reviving traditional data gathering techniques – how focus groups and interviewing tactics are changing and evolving in the 21st century to generate higher quality response
• Qualitative in a global society – seizing the opportunities and avoiding the potential pitfalls
• Combining new, old and hybrid approaches for enhanced insight
• Case study examples

Speakers:

• Kay McCarthy, Former Deputy Managing Director, McCann Erickson Dublin & Founder and MD, MCCP

• Semiotics: how it works, why it is powerful
• Four challenges: how Semiotics + Planning succeeded together

Speakers:

• Rob Thomas, Director, Practical Semiotics Ltd
• Russ Lidstone, Chief Strategic Officer, Euro RSCG

B8 :  New Creative Approaches to Research

• This highly interactive, workshop-style session will apply creative and workshop techniques to drive insight out of quantitative data

Speakers:

• Mark Kingsbury, Managing Director, Bootstrap Insights

• This session will reveal how eye-tracking can be used to identify high cognitive engagement and moments of increased suggestability in consumers

Speakers:

• Robert Stevens, Think Eyetracking
• Tristan Gadsby, Virgin Holidays

C4 :  Mobile and Multi-Channel - a strategic overview

• How have online and digital mediums changed the way that people are engaging with brands?
• How does this change the way research is conducted and used?
• Understanding the challenges that the qualitative research industry is facing as a result of web 2.0 Lessons to learn and future challenges and opportunities
• Lessons to learn and future challenges and opportunities

Speakers:

• Sarah Davies, MD & Global Development Director, Henley Centre Headlight Vision (UK)
• Gill O'Hanlon, Head of Qualitative Research, Henley Centre Headlight Vision (UK)

• Charting the effectiveness of mobile as a research methodology
• How is mobile driving greater value for brands, their product launches and marketing campaigns?
• Mobile ‘Moments of Truth’ : Case study examples and of how to unlock and quantify the full potential of mobile as a viable research tool

Speakers:

• Tim Snaith PhD, Research Director, OnePoint Surveys
• John Kearon, CEO, Brainjuicer

C5 :  Using Digital to Maximise Customer Understanding

• Do more analysis in less time, without affecting quality
• Work with video, audio, text and pictures, side by side
• Ensure consistency across teams and enhance global collaboration
• Uncover extra insights for your clients at no extra cost

Speakers:

• Fiona Wiltshier, Training and Research Consultancy, Regional Manager, EMEA QSR
• Client-side speaker

• Segmenting your online customers to track buying patterns and improve understanding of key motivators for prompting buying decisions
• Examining the role that search and CGM (customer generated media) can plays in determining how to treat different customer groups with a view to deepening business relationships and increasing loyalty
• Intelligent data integration –how a blended approach that fuses web analytics, user panels and research surveys affords a more joined up view of what is happening online

Speakers:

• Matthew Dodd, Former Head of Insight. Telegraph Group, & VP - Research & Analytics, EMEA, Nielsen Online