VISITOR ZONE
Conference Speaker Biographies
Day 1: Tuesday 20 November 2007
K1: 09.45 - 10.15
Stephan Shakespeare, Co-Founder and Chief Innovation Officer, YouGov
Stephan is responsible for developing new research methodologies. Stephan has an MA from Oxford University. He was a headmaster in Los Angeles, and a head of special needs in a Lambeth comprehensive. He has written extensively on education policy for a variety of national newspapers. Immediately prior to setting up YouGov, he was a political campaigner.
K2: 10.30 - 11.15
Dr Liz Nelson, OBE Executive Chairman, Q Research & Founder and Former Chairman, Taylor Nelson Sofres
Liz Nelson was one of the founders of Taylor Nelson in the 1960's - it has subsequently grown to become the second largest market research company in the world. She has spent ten years (1987-1997) as a non-executive director of Royal Bank of Scotland and has been awarded an OBE for services to eco-labelling.
Dr Paul Marsden, Former Consultant, Enterprise LSE - London School of Economics & Founder and Director Clickadvisor.com
Ex-AstraZeneca, Paul co-founded Brainjuicer.com, one of Europe's leading online market research agencies, before moving on to create ClickAdvisor.com and pioneer a new generation of marketing research that harnesses mass collaboration and collective intelligence using Web 2.0 technology.
Paul has led a number of high profile published research projects, including the London School of Economics study that validated the link between word of mouth and sales. He blogs with Fred Reichheld at netpromoter.com.
Duncan Southgate, Director of Global Innovation, Millward Brown
Duncan Southgate is a Director working in Millward Brown's Global Innovations team. MB is one of the world's leading research providers, with a primary focus on brand, communications and media research. The company has offices in more than 40 countries, and works with over 70 of the world's top 100 global brands.
Duncan joined Millward Brown UK immediately following graduation in 1994, spending his early years working for clients such as Ford, Gillette, Scottish Widows and Del Monte. In 1997 Duncan managed the UK's first ever test of online advertising impact for Ford and IBM in association with the Electronic Telegraph.
Duncan's next 4 years were spent in the US where major clients included Hershey Foods, IBM and AOL. A specialist interactive role meant he was heavily involved in online initiatives, from online panel development to online ad testing and website evaluations.
Duncan joined MB's Global Innovations team in September 2004, and has since been developing new research solutions for use across MB's client portfolio. These have included Cred (a corporate reputation solution) and D&A (Demand & Activation, a 360o connection point planning solution). He is also a member of MB's Futures Group, a team focussed on designing research solutions for emerging platforms such online video, mobile marketing and advergaming.
Duncan holds a B.Sc. in Mathematics and German from the University of Leeds, and the CIM's postgraduate diploma in marketing.
A1: 11.30 - 12.30
Emma Pyke, Director, BPRI
Emma joined BPRI in 2006 and manages multi-market and domestic qualitative and quantitative projects. Emma specialises in communications effectiveness and brand image research for major corporates in a b2b environment.
Prior to joining BPRI Emma worked at Brand Finance, a brand valuation and strategy consultancy, where she was involved in business development and worked as a consultant, identifying brand drivers and strength analysis. Prior to Brand Finance, Emma worked for a marketing communications consultancy, executing internal communications audits and providing strategic recommendations to senior management. She also conducted client research and analysis, which provided strategic insights into client/ customer relationships that were used as the basis for marketing communication campaigns.
Emma has a BA (Hons) in Business and Marketing Communications and is a Chartered Marketer.
Tamsin Jenkins, Divisional Director, Nunwood
Tamsin is a Divisional Director at Nunwood with 9 years agency side experience. Currently managing one of Nunwood's 15-strong multidiscipline Global Insight divisions, Tamsin's experience of building and maintaining client relationships spans clients from MyTravel to Reckitt Benckiser. Tamsin is an Associate Member of the MRS and an ESOMAR speaker.
Victoria Arman, Divisional Directors, Nunwood
Victoria has 7 years of client-side and agency experience. During her 6 years at Nunwood, she has been heavily involved in establishing relationships and managing large scale accounts for the likes of Standard Life, Asda, Post Office, Co-operative Group and Northern Rock.
Victoria holds a B.Sc. in Psychology from the University of Nottingham and is an Associate Member of the MRS.
A2: 12.50 - 13.50
Markus Graw, Customer Insight Manager - Europe, BP
Markus has 20 years of in-depth experience in the retail sector, specifically in marketing, market research, communication and cultural change; consistently praised as delivering superior performance.
Richard Matthews, Head of Insight, GfK NOP
Richard has been working in the Research/Insights industry for the last 14 years. He spent his first 4 years agency side working internationally with clients before joining Nokia in 1997, heading a number of Consumer Insights teams focussed on the Portfolio, Marketing and NPD.
Richard was at Nokia for 7 years and introduced many new tools and techniques to the Insight team including consultancy and change management. This helped the team to engage better with stakeholders and ensure research findings led to action in the business. One research project brought about significant change and involved an extensive stakeholder engagement process involving the company CEO.
In 2005 Richard took on a new challenge at Vodafone and was responsible for driving consumer needs and insight into the development of strategy, handsets and services. He ran large innovation, strategic and tactical ad hoc insight projects to build business cases as well as consult stakeholders in their planning and decision making.
After nearly 10 years clientside where he was actively involved in client best practice benchmarking, Richard joined GfK NOP to start a new insight division called "beyond" which provides insight consultancy services to clients. This includes reviewing the effectiveness of insight teams, training, stakeholder engagement, workshops as well as integrating insight into research projects.
Richard is a regular facilitator on the Senior MRS Client Training course and is married with 3 children. When he does have moments of spare time, he enjoys writing music or playing his PS2!
A3: 14.10 - 15.10
Martin Hayward, Director of Strategy and Futures, dunnhumby
Martin Hayward joined dunnhumby in 2004 as Director of Consumer Strategy & Futures.
Martin's previous position was as Executive Chairman of The Henley Centre, WPP's leading Strategic Marketing Consultancy where he worked with many of the world's leading organisations to help them to better understand how their environment and consumers are changing around the world, and to identify what they need to do to remain relevant and competitive.
Prior to joining The Henley Centre six years ago, Martin was the founding Managing Director of BBH Futures, the strategic consultancy arm of the Bartle Bogle Hegarty Group. He also was Head of the Marketing Services Department for Mercury Communications, during which time Mercury was voted Brand of the Year. Martin began his career in Account Planning at Ogilvy & Mather.
Renowned as a leading commentator on future business and marketing issues, Martin appears frequently in the media as a commentator on future consumer and marketing issues and speaks at many corporate events.
Campaign magazine's "A list: A guide to who's who in marketing, media and advertising" gave the following analysis:
"Widely accepted as one of the cleverest people in marketing, Hayward's pedigree in founding brands makes his opinion matter".
Natasha Clough, Senior CRM Marketing Manager, International, BT Global Services
Natasha Clough is Senior Marketing Manager of Global Propositions & Marketing, CRM for BT Global Services. In her role Natasha is responsible for driving the go-to-market strategy for the company's CRM business in all of BT's global markets including the UK, Europe, US and Asia Pacific.
BT 's capability spans from component parts of technology to managed, hosted and fully outsourced CRM solutions for companies of all sizes in all industry sectors.
Natasha joined BT in January 1995 working as a Contact Centre Manager responsible for many operations and Contact Centre Technology. Natasha then moved into Sales and then Head of Business Management before moving into Marketing.
Having worked in a contact Centre Natasha believes she has a thorough understanding of life in a Contact Centre and how Technology can enhance it along with the environment.
A4: 15.30 - 16.30
Huw Davis, Founder and Chairman, Huw Davis Partnership
In 1989 Huw founded and became Senior Director of Data by Design, a consultancy specialising in data analysis and database design within marketing. The company was bought by Experian in 1998. Huw then moved to OgilvyOne Worldwide as General Manager for Data and Consulting. Until recently, he was Chairman of EHS Brann Discovery and Global Director of Data and Discovery for Euro RSCG 4D. Huw holds two prestigious IDM accolades: Educator of the Year in 2004 and Honorary Life Fellow in 2006.
B1: 11.30 - 12.30
Mike Page, Founder, Cognicient
Mike is co founder and Managing director of Cognicient Ltd. Prior to this he was Director of Operations for Synovate in Western Europe. He has over 16 years experience in the Market Research industry and has been responsible for the development and deployment of technologies to enhance the delivery and use of Market Research results for Clients. During his career he has produced a number of successful products that improve the ease of use or increase the actionability of MR data. He is well versed in all aspects of using MR data for decision support and Business intelligence purposes and has written papers and spoken at conferences on issues related to the handling and deployment of MR data.
B2: 12.50 - 13.50
Pete Comley, Chairman, Virtual Surveys
Pete Comley is the Chairman of Virtual Surveys, a company he started in 1998 to specialise in Internet and website research. Much of his initial work at Virtual Surveys concerned websites. However in recent years, using panels and conducting conventional research online has become a major part of his business.
Pete has a Psychology degree. He started work at Research International in 1981. He then worked at both Nestle and Lever. He was then a director at Simon Godfrey Associates (SGA), where he was responsible for Internet research and also worked on NPD research. Indeed, Pete has been heavily involved in developing the Internet as a method for data collection since 1995. He has presented numerous papers and run courses on this subject for ESOMAR, the MRS and many others.
Martin Oxley, Managing Director, BuzzBack Europe
Martin has worked in research for 20 years and in this time has worked for two of the biggest global firms Ipsos and TNS. He has been 'banging on' - as a former colleague called it - about online since the early days and is now pleased to see that the real promise of the internet is being fulfilled.
He has been a regular speaker at ESOMAR, MRS and other industry conferences and has won the best case study at ESOMAR Congress.
B3: 14.10 - 15.10
Luke Allen, Managing Director, Nunwood Knowledge Systems
Luke is managing director of the Knowledge Systems team at Nunwood and is responsible for the overall design, development and maintenance of all internet based systems. Luke has a degree in Information Systems from the University of Leeds and has been using this, along with 8 years of industry experience to continually develop and implement Knowledge Management solutions within global organisations.
Laura Morris, Director, Nunwood Knowledge Systems
Laura has worked at Nunwood for almost 4 years in which time she has progressed through a series of client facing roles. In this time, Laura has been responsible for delivering insight to wide array of clients and managing large tracking projects and strategic ad hoc pieces on their behalf. Prior to working at Nunwood, Laura spent over a year in a client side role working for Nestle UK Ltd as a Consumer Insight & Planning Consultant.
Laura has a first class honours degree in International Business from the University of Loughborough and also holds an advanced certificate in market research. Currently, Laura is also studying towards the CIM professional diploma in marketing. She is a great believer in life long learning and maintains an active interest in innovation trends affecting global corporates of today.
Liz High, Managing Director, Intrepid
Liz; a Geography graduate with an MA in Psychology of Leisure, is one of the founding partners of Intrepid. Her career in research and consultancy started 15 years ago in the public sector. After working for three London Authorities, Liz joined Sports Marketing Surveys Ltd. Where clients included the McLaren F1 racing team, the RFU, and Manchester United and most of the Local Authority leisure departments in the UK.
Liz set up Intrepid in 1998 with Misia Tramp (now President of Intrepid Inc. in Seattle WA).
The past nine years have seen intrepid grow into a flourishing global research consultancy business operating in over 25 countries, in the B2B, B2C and B2E markets.
In addition to her work as MD on the Intrepid Board, she directs the O2, News International, Egg and RBS accounts for Intrepid in the UK.
Her spare time revolves in equal part between food, wine, and her daughters Sapphire and Scarlet. She is also to be found on the terraces of Stamford Bridge singing perhaps a little too loudly for the corporate enclosure.
Rebecca Davis, Senior Account Manager, Intrepid
Rebecca graduated with a BA in History from King's College, London and pursued her interest in history by gaining an MA in Eighteenth-Century Studies from the University of Warwick.
On graduating Rebecca specialised in information and knowledge management for the BBC and Department for Education and Skills. Since joining Intrepid she has worked on a wide range of projects for clients such as Microsoft, MSN, O2, News International and MINT.
Rebecca is an enthusiastic reader, especially of classic and contemporary novels and history. She is a keen gig-goer and so spends much of her time in dodgy venues watching guitar bands. However, she also enjoys going to the theatre and has a slightly embarrassing love of musicals!
Steve Mills, Business and Planning Manager, Corporate Marketing, O2
Steve graduated with an upper second degree in Economics for the University of Warwick and holds a Post Graduate diploma in Business and Economic Forecasting from Kingston University.
Stephen Mills has over fifteen years experience in business insight, forecasting and planning.
During this time he has worked in wide range of industries and several blue chip companies including experience in the FMCG sector and at Vodafone.
He is currently O2's Business and Planning manager for the corporate market, developing and driving the use of insight to ensure customers are always central to O2's activities in the corporate market.
Steve has little free time but reserves it for his wife and three children. He lives in Wiltshire so spends a great deal of time on the M4 stress testing hands free telecommunications.
B4: 15.30 - 16.30
Kay McCarthy, Deputy Managing Director, McCann Erickson Dublin
Kay has 19 years experience in brand marketing and communication.
After completing a MSc (Econ) at Trinity College Dublin, Kay joined NatWest Bank Plc London where she participated in a graduate trainee programme focused on strategy and retail consumer communications planning. Kay then spent 9 years at Diageo Ireland working across the roles of Continuous Research Manager, Consumer Planner and then worked as Senior Brand Manager on Guinness. She led a successful recruitment campaign.
She then joined McCann Erickson in 1999 where she set up Strategic Planning and now has a reputation amongst clients for not only developing award-winning campaigns but also work that is effective and built on rich consumer insight. This work includes the re-launch of Cablelink to ntl, Sprite re-launch in Ireland, new international and local campaign development for Tourism Brand Ireland, the globally adopted promotion for Diet Coke and the ward-winning Bank of Ireland GAA Sponsorship.
In 2001, Kay was invited to work as EVP Strategic Planning Director of Universal McCann EMEA based in London. Her remit was to build successful Connection Integration strategies for clients such as MSN, Xbox, Coca-Cola, GSK, Nestle, and Goodyear. Kay introduced new techniques and planning tools which are now used globally, and was invited onto the Global board in 2002.
Kay re-joined McCann Erickson Dublin in September 2003 as Deputy MD and to lead the Strategic Planning Department.
Kay leads the strategy thinking on Coca-Cola, Diet Coke, SuperValu, Breastcheck, Boru and Nestle Cereals.
Kay is a vice chairperson of the Irish Marketing Society, contributing with marketing articles and debates in Newstalk 2006 the Sunday Business Post. Kay is also a council member of the IAPI committee during 2006. Kay speaks regularly at conferences both in UK and Ireland.
Lee Eyre, Co-Founder and Operations Director, nqual
Lee Eyre is the co-founder and Operations Director of nqual. Previously, Lee worked for Orange as a Senior Organisation Development Manager where his primary task was to create an agile, customer focused organization. Lee's experiences at Orange taught him the vital importance of rapid, accurate and insightful research to businesses, and seeing the potential of the internet to enhance this process lead him to create the nqual along with Jamie.
Misia Tramp, Joint Managing Director, Intrepid Consultants
Misia is a founding partner and Joint Managing Director of Intrepid. Having gained her degree in Mathematical Engineering from Bristol University she joined BEM, a specialist customer relationship consultancy as a Director working in Financial Services, Telecoms, IT, Leisure, Travel and Tourism. It was there she met her Intrepid co-founder Liz High and decided to form Intrepid.
Today Misia heads up Intrepid's R&D and Operations departments. Her main focus however is as Lead Consultant for Microsoft, where she has worked on a global and regional level over the past nine years. Misia is constantly developing new methods and techniques to meet client needs and can be regularly seen on the conference circuit.
Misia has had no life since setting up Intrepid in 1998! She enjoys spending time with her ever-growing family. When she does get some spare time, she tries to impress her outdoorsy boyfriend through pursuits such as trekking.
Christine Betts, Senior Director of IT Professional Audience Marketing, Microsoft
Day 2: Wednesday 21 November 2007
K3: 10.15 - 11.00
Crispin Beale, Director of Customer Insight - Intelligence and Analysis, Royal Mail Group
Nick Bonney, Head of Market Insight, Orange
Nick started working in market research in 1993, originally trying to persuade customers to give him the time of a day as an interviewer. He spent six years working in both qualitative and quantitative roles agency side before taking the plunge and moving client side to join Orange in 1999. Nick carried out a number of research and insight roles at Orange both within the UK and then internationally where he managed the brand and customer experience research for the Orange Group. After a brief spell with M&S, he returned back to Orange UK in 2004 to head up the UK market research team. He now looks after the Market Insight function which covers market research, customer analytics and competitive intelligence
Graham Page, Global Director of Innovation, Millward Brown
Graham is the Global Director of Innovation at Millward Brown, based in Warwick.
He studied experimental psychology at Oxford, and has worked for Millward Brown in Warwick, Chicago and London since 1992. Graham worked on a wide variety of brands and categories as a client service director, prior to becoming a director in the Research & Development unit at the end of 1999. He was appointed head of the unit in April 2004. His department is responsible for creating new research techniques, and developing Millward Brown's existing suite of brand, advertising and consumer research tools for implementation across the company's 60+ offices worldwide. He and his team are also responsible for furthering Millward Brown's learning about successful brand marketing.
A frequent platform speaker, Graham has written and presented on an extensive range of topics, including building successful brands, consumer segmentation, brand elasticity, corporate reputation, emotion in advertising and neuromarketing.
David Smith, Director, DVL Smith Group
David has 25 years marketing intelligence experience, most recently as CEO of a UK top ten market research agency. David holds a PhD in Organisational Psychology from the University of London .
He is a Fellow of the Market Research Society, a Fellow of the Chartered Institute of Marketing, and is a Fellow of the Institute of Management Consultants.
He is a Professor at the University of Hertfordshire Business School and a former Chairman of the UK Market Research Society.
David has won numerous awards from the Market Research Society, ESOMAR and other bodies, and holds the MRS Silver Meda and is author of 'Inside Information - Making Sense of Marketing Data' and 'The Art & Science of Interpreting Market Research Evidence'.
A5: 11.20 - 12.20
Caroline Bates, Head of Brand and Advertising Strategy, Post Office
Roger Banks, Managing Director, Incite
Prior to joining Incite, Roger spent 20 years at Research International, in various positions in the UK, USA and Singapore, latterly as RI's global CEO based in London.
Roger began his research career at FIAT and NatWest Bank, before moving agency-side to BJM (now part of TNS). He holds a BA (Econ) Hons and a MA (Econ), both from the University of Manchester.
Erica Leeke, Senior Marketing Manager, BT Business
A6: 12.40 - 13.40
Simon Mathews, Founding Partner, Rise Communications
Before starting Rise Communications in 2003, Simon developed extensive experience running three successful media companies. He was one of the industry's youngest board directors when he was appointed executive media director at Young & Rubicam. With 20 years of strategic experience behind him, Simon truly understands the difference between reaching consumers and engaging them - one of the key philosophies at Rise Communications.
David King, Marketing Director, BB&R Spirits Ltd (a Cutty Sark Brand)
David is Global Marketing Director of BB&R Spirits, the owners of the Cutty Sark portfolio of Scotch Whiskies and The Glenrothes Single Malt Whisky.
After 20 years of working internationally with Unilever, IDV (now Diageo) and The Edrington Group, David is based in London but travels extensively in Cutty Sark's 80 international markets, endeavouring to ensure global consistency in brand positioning, while trying to encourage excellence in local execution.
David Hicks, CEO, Mulberrry House Consulting
David is the CEO of Mulberry House Consulting, with over 20 years experience of designing customer experience programmes. His career started in a European blue chip food business where he franchised the service interface involving 4000 staff.
As a board level executive he was responsible for one of the most recognised brands in the UK, The Royal Mail, and built and deployed a service specification used by 280,000 staff nationwide. As a member of the board he transformed SSL (an outsourced customer management business) and led it to #1 position in the UK by focusing on how to define and deliver the client's customer experience using outsourced staff.
David has personally led board level strategic and deployment advice engagements on customer centered change in the financial services, auto, retail, publishing and technology sectors. "David has the unique perspective of several years senior experience actually leading some of the largest customer focussed change programs in Europe, and also advising clients in several sectors on the practical steps (and what to avoid) to achieve effective customer centred change in their organisations," Judith Hatley, SVP Customer Experience, Royal Bank of Canada.
David has an MBA from the IBM Business School at Southampton University and a post graduate diploma in Strategic Marketing at Harvard. A respected and accomplished speaker and writer on CRM and Customer Experience, David regularly speaks at events in EMEA and North America.
A7: 14.00 - 15.00
Fiona Wiltshier, Research Consultant, QSR International
Fiona Wiltshier is a Senior Training and Research Consultant for QSR International, a leading developer of qualitative research software. She has a background as a qualitative researcher and uses that experience in her role teaching, demonstrating and consulting in QSR software to diverse audiences around the world. QSR provides innovative solutions to assist government, commercial and academic organisations to manage, shape and make sense of unstructured data. Market researchers, customer care managers, and marketers all use QSR products to get from information to insight faster.
Sharon Dimoldenberg, Divisional Director, GfK Business & Technology
Sharon Dimoldenberg is a Director of GfK NOP Business & Technology. She specialises in qualitative research and since joining the company nineteen years ago has helped build it up to become the UK's leading business research agency for qualitative research. She focuses on new product development, brand image, customer satisfaction, and stakeholder and employee research.
She is a regular speaker at industry conferences and her papers have covered innovative qualitative techniques and creativity. She is a prize-winner in the AMSO Research Effectiveness Awards.
Her career spans periods working in publishing and advertising, as well as advising small business start-ups. She has a first degree in Politics and History, and MA in Information Studies. Sharon is a full member of the Market Research Society and sits on the Professional Standards Board.
Robert Stevens, Director and Co-Founder, Bunnyfoot
Robert graduated in Business Studies from Kingston upon Hull Business School and was recruited by KPMG. After working in IT he took up a career in Management Accounting.
In 1998 searching for a new challenge Rob joined DIVA, a startup software house which was subsequently bought out by GlobeNet, an American software house specialising in Internet affiliate marketing solutions. Rob emigrated to Phoenix, Arizona to head up their business development. His experience at DIVA and GlobeNet gave him a great appreciation of the importance of usable interfaces and user experience for product differentiation, and to drive revenue and loyalty. In late 1999 he moved back to the UK to set up Bunnyfoot, a company focused on user experience, with his lifelong friend Jon.
Inventor of the UK's first internet enabled car, Rob has an innovative flair that has helped drive Bunnyfoot forward as leaders in the field of novel and demanding applications of eyetracking. Rob is a highly experienced and respected user and trainer of Tobii Eyetrackers and pioneered the Post Experience Eyetracked Protocol (PEEP) and it's validation in conjunction with the University of Lancaster.
Kate Simon, Group Director - CRM, Gcap
A8: 15.20 - 16.20
David Day, CEO-Europe, Lightspeed Research
Educated at University College London, David holds a BA Hons and Ph.D in Physics. He spent a number of years with the UK Government Statistical Service. While there he was trained in statistics at the University of Greenwich and was later awarded an MBA by Imperial College where he specialized in the New Economy.
David began his commercial career in 1988 at AC Nielsen (UK) as Director of Operations and since 2003 served as Managing Director for NetRatings, Europe, Middle East and Africa
Tim Snaith, Co-Founder & Research Director, OnePointSurveys.com
Tim Snaith is co-founder of OnePoint and focuses on the design and development of the OnePoint mobile research and feedback service.
Prior to founding OnePoint, Tim was a consultant specialising in operational diagnostics, and change management for clients such as Deloitte, Lloyds TSB, and HSBC. As senior consultant and partner at Cape Consulting, Tim specialised in customer service excellence for clients including Bank of Ireland, Allen & Overy, Shoosmiths, British Council, The Rank Group, Norwich Union Insurance, Citroen, and Virgin Airlines.
His consulting experience across multiple industry sectors and functions proved that the challenges in gaining real-time and rapid market insight, employee and customer feedback were the same for all organisations. This is the driver behind the OnePoint service.
Tim's speciality is delivering innovative strategic and operational solutions that deliver measured tangible commercial benefits.
He holds a PhD from the School of Management at the University of Surrey, a MSc. from the School of Public Programmes at Arizona State University, and a BA (Hons) in Planning Administration from Leeds University.
Jason Brownlee, Research Director, Other Lines of Enquiry
Sarah Messer, Head of Commercial Research, ITV PLC
B5: 11.20 - 12.20
Robert Francis, Head of Supporter Analytics, Cancer Research UK
For the last few years Bob Francis was manager of the Database Marketing function for Cancer Research UK looking after the analysis, reporting and mailings for one of the largest UK charities. Recently he has taken on a new role as Head of Supporter Relationship Management Analysis, developing cross-departmental supporter journeys. During his time at Cancer Research UK his achievements include bringing in new high speed analytical software (Alterian) and for the first time bringing together and analysing all of the supporters for Cancer Research UK from the different fundraising databases.
Jennifer Love, Director, Nowell Stone Ltd
Jennifer is an experienced engagement manager and consultant in customer insight and customer management, with fifteen years experience working in many industries for global consulting firms, where she was a Europe-wide subject matter expert in insight-driven decision-making and marketing, responsible for practice development and programme delivery. Jennifer has extensive practical experience in developing and managing customer insight and customer management teams.
Her background includes analytical modelling, data management and governance, experience implementing customer-insight and marketing applications, and process and operational design.
She brings experience; pragmatism and a challenging attitude to client engagements. Her main focus is on helping clients leverage their customer information and people to achieve better customer management decision-making and execution.
She has also developed and implemented marketing and insight training for clients and consultants. She lectures, writes and develops training in the area of leveraging customer insight throughout organisations
B6: 12.40 - 13.40
Lee Powney, Head of Marketing, Toluna
Lee joined Toluna in June 2006 bringing with him a wealth of knowledge in strategic marketing planning. Lee has specialised in marketing communications, brand strategy and marketing information systems for five years in advertising, defence and B2B software markets. Lee holds a 1st class Honours degree in Advertising and Marketing Communications and has published and presented research in the area of brand strategy for the academy of marketing.
Frederic-Charles Petit, CEO, Toluna
Frederic-Charles Petit is the Founder and Chief Executive of Toluna plc. He holds a Masters degree in comparative jurisprudence from New York University and a diploma in advanced studies in international economic law from the Sorbonne in Paris (D. E. A.). He practiced as a French lawyer in the corporate department of Allen & Overy's Paris office, before establishing Cjudge SAS in May 2000
Mike Cooke, Global Director- Online Centre of Excellence, GfK NOP
Mike is the Global Director of GfK NOP's Online Centre of Excellence. A Fellow of the Market Research Society Mike has been in research since 1972 and held many industry positions including Vice Chairman of the British Market Research Society.
In 1996 he won the MRS Research Effectiveness award for his research on music and education.
B7: 14.00 - 15.00
Warwick Cairns, Planning Director, Brandhouse
With a post graduate degree from Yale and 20 years experience at Saatchis, AMV and other top advertising agencies, Warwick's special subject is consumer culture.
His papers, articles and broadcasts cover aspects as diverse as the 'Science of emotion', the life of Britain's new housing estates and most recently a look into the world of new luxury and what it means for brands.
Warwick has been at the forefront of planning for twenty years developing award winning campaigns for organisations such as the BBC and Sainsbury's. Currently planning director at leading brand agency Brandhouse, Warwick previously held the post of board planning director at AMV BBDO for five years, and was head of planning for new business at Saatchi & Saatchi.
His experience in advertising, media and branding has led to defining research into the science of emotion & how our brains react to brands, the new family spending model, functional foods and consumer culture.
Warwick has authored research pieces and articles that have appeared across a wide range of media. The culture of 'Barratt Home' estates was published widely in the national titles including The Times, The Guardian, and the Daily Record. Warwick's television appearances have included featuring on; BBC Breakfast Business News, discussing Cadbury's launch of Trident into the UK market, discussing the brand appeal of David Cameron on Sky News and joining a debate on "How shoppers understand pack sizes" with Angela Rippon. In the last six months Warwick has written and contributed to articles in Brand Strategy, Marketing, Marketing Week, Media Week and New Media Age.
Jill Spencer, Account Director, ABa Quality Monitoring Ltd
Jill Spencer is an Account Director for ABa Quality Monitoring Ltd, (one of the largest specialist Mystery Customer agencies operating in Europe).
Jill joined ABa in 2000, having previously worked for Homebase as Head of Customer Service Initiatives. 15 years of retail experience has furnished Jill with an invaluable client side perspective, ensuring that the Mystery Customer programmes she creates and manages work on an operational level.
Jill heads a team which works with a wide range of clients, providing both Mystery Caller and Mystery Visitor Programmes. Current clients include companies from a various business sectors including: DIY/Home Improvement, Financial Services, High Street Retail, Out-of-town Retail, Telecommunications, Government and Leisure.
ABa is a charter member of the MSPA (Europe) - Mystery Shopping Providers Association - and Jill is passionate about driving professionalism within the industry.
Danielle Sones, Account Director, ABa Quality Monitoring Ltd
Danielle Sones is an Account Director for ABa Quality Monitoring Ltd. Danielle heads a team which works with a range of different clients; a selection of which include: Supermarkets, Financial Services, High Street Retail, High End Retail Telecommunications and Leisure.
In addition, Danielle's team coordinates a number of Compliance Audits to complement clients' Mystery Customer activity.
Danielle specialises in managing Retail & Leisure Mystery Customer programmes which ultimately drive service strategies, but also satisfy the needs of both the Operational and Research teams. The majority of these client programmes are multi-faceted, considering a number of individual touch points that build a more holistic understanding of the customer experience.
More recently, Danielle has expanded her client programmes and the role of her team into the rest of Europe, establishing Retail Mystery Customer programmes in a number of countries.
B8: 15.20 - 16.20
Rob Thomas, Director, Practical Semiotics
Since 1998, Rob Thomas (MMRS) has provided semiotic analysis for a huge variety of international and British brands.
Rob's previous experience in Brand Management (L'Oreal) and Sales (P&G) gives a practical, business-focused edge to his semiotic insights.
Rob first studied semiotics while at Oxford University, then spent seven years as a senior analyst with Semiotic Solutions, the pioneers of marketing semiotics.
Rob regularly holds workshops on semiotics for the Market Research Society.
Martin Lee, Former Head of Marketing, Waterstones & Research Director, Acacia Avenue
Martin Lee is co-founder and strategist of Acacia Avenue. Martin is a former Marketing Director of Waterstone's and Partner at The Fourth Room.
Martin started his career working in university bookshops before joining WH Smith as Buying and Marketing Manager for books. At WH Smith, he introduced innovations that changed the way in which fiction was published in the UK. Martin moved to Waterstone's in 1995, where he was responsible for directing the brand, following its acquisition by WH Smith. He managed the transition and expansion from its entrepreneurial roots into an established and profitable high street name culminating in its merger with Dillons in 1998. One of Martin's abiding concerns is the way that brands communicate through language, and this interest has led him to join the management team of 26, a not for profit organisation that is committed to improving the quality of writing and self-expression in business.