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| Breakout Sessions |
This year, in line with delegate feedback we have split the breakout sessions into levels:
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| Sessions designed to suit newcomers or those looking for a ‘refresher’ in the basics |
1. Is health and safety a matter of culture or compliance?
Faye White, Health and Safety Advisor, Hammerson Management Services
Wednesday 4 March 11.35 - 12.20 > session delegates
This session explores why H&S is a cultural issue and not just the annoying part of running a shopping centre. The session takes into account legal compliance and corporate manslaughter.
> Presentation
2. Marketing success without big spending
Su Button, Marketing Executive, Hempstead Valley
Tuesday 3 March 12.05 - 13.05 > session delegates
This session will focus mainly on how to maximise the potential to achieve positive PR for the minimum cost.
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Make the news: get regular positive PR exposure for your centre and retailers |
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Drive customers to your centre: maintain awareness in the community and create human interest stories |
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Involve retailers: encourage their participation with PR activities |
Su will also cover other marketing tips and tactics that can be implemented for free!
> Presentation |
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| Sessions designed to suit everyone working within a shopping centre |
3. Better recycling and resource management:
practical ideas of how to achieve both
Matthew Rowland-Jones, Head of Retail, Food and Drink, Envirowise Retail
Tuesday 3 March 14.20 - 15.20 > session delegates
Matthew’s presentation will explore the drivers for environmental change within a retail and shopping centre environment. He will identify issues that can increase a centre’s environmental impact and will look at how shopping centre managers and tenants can work collaboratively to reduce a negative environmental impact.
> Presentation
4. How to be an ACE
Kelly Reed, Marketing Manager, Westfield Merry Hill Shopping Centre
Sue Pedley, Customer Experience Manager, Westfield Merry Hill Shopping Centre
Wednesday 4 March 11.35 - 12.20 > session delegates
An insight into how Westfield Merry Hill won the coveted TOP ACE award in 2008. The masterclass will focus on delivering customer service not only with a smile but also with heaps of teamwork, passion and innovative ideas.
> Presentation
5. The impact of the Service Charge Code
John Michell (FRICS), Head of Shopping Centre Management, King Sturge
Tuesday 3 March 12.05 - 13.05 > session delegates
The session will review the impact of the Service Charge Code on the management of shopping centres with particular emphasis on best practice. It will have relevance for all those involved in the management of service charges.
> Presentation
6. Making customer service the heart of your shopping centre
Mark Bradley, independent consultant and author
Tuesday 3 March 12.05 - 13.05 > session delegates
Tuesday 3 March 14.20 - 15.20 > session delegates
With more and more research showing the links between the customer experience, sales and business growth, the continued poor state of British customer service is a concern for us all. In this session Mark Bradley will highlight the size of the challenge by exploring the causes of UK service's low profile while also showing how customer experience lies at the heart of a strategy that can offer a large number of 'quick wins' and can be a catalyst for wider change and improvement across your entire organisation.
Drawing on his experience as a lead assessor for the UK's Service Excellence Awards and his books Inconvenience Stores and Retails of the Unexpected, Mark will bring humour, objectivity and practicality to the session.
> Presentation
7. Validity of notices in shopping centres
James Duke, Barrister and Consultant
Tuesday 3 March 12.05 - 13.05 > session delegates
Tuesday 3 March 14.20 - 15.20 > session delegates
This session will concentrate on the legal requirements for the display and purpose of notices in shopping centres including how notices must be displayed and communicated; positioning of notices and communication of automated notices (eg tickets issued by machines); notices which are not legally valid; notices and CCTV; employee notices and the effect of notices on public and private rights of way as well as specific cases such as the Private Securities Industry Act, the Theft Act 1968 and the Health Act 2006.
> Presentation
8. Shopping centre car parking - an overview from centre management and operator perspectives
Philip Evans, Associate Director Retail Asset Management, DTZ
Emma Sinclair, Chief Executive Officer, Target Parking Ltd
Daniel Tomkinson, Centre Director, Eden Shopping Centre
Tuesday 3 March 14.20 - 15.20 > session delegates
Car parks - they are the first thing many customers see and are often a vital source of revenue but how do you get the best out of them? This seminar will look at all sides of the car parking relationship and look at recent trends in how shopping centre management, shoppers and operators can benefit from it.
9. Anti terrorism briefing
Yet to be confirmed expert from Police Service
Wednesday 4 March 11.35 - 12.20 > session delegates
With a relevance to every type of Shopping Centre, this breakout session will explain the current threats and how you can maximise your levels of vigilance, whilst at the same time operating your Centre effectively. |
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| Sessions designed for those looking to build on already extensive experience |
10. Act with haste or repent at your leisure -
rights and remedies against insolvent tenants
Kate Bygroves, Associate, Real Estate Litigation, Eversheds LLP
David Feist, Senior Associate, Real Estate Litigation, Eversheds LLP
Paul Moorcroft, National Head of Real Estate Litigation, Eversheds LLP
Wednesday 4 March 11.35 - 12.20 > session delegates
The last twelve months have proved trying for retail operators. More businesses than ever are feeling the pinch and tenant insolvency is at a high. With forecasters predicting that the current downturn will last well into 2010, landlords need to be more savvy. They have various weapons in their armoury which they can deploy when their tenants run into difficulty, but all too often they are unaware of what these are and when they can be used. It is no coincidence that landlords who understand their legal rights - and act decisively in enforcing them - fare better than those who allow matters to run their natural course. Early action is the key!In this session we will look at the main UK insolvency procedures, consider the landlord’s remedies for tenant default and examine how each of the insolvency regimes impacts upon the landlord’s rights and remedies. We will show you how to pick up on the early warning signs and provide practical hints and tips for dealing with tenants once the rot has set in.
11. Stand up and be counted...in Europe!
Will Lewis, Systems and Administration Manager, Brent Cross Shopping Centre
Josip Kardun, Managing Director Centermanagement International,
ECE International GmbH & Co KG
Tuesday 3 March 12.05 - 13.05 > session delegates
This session continues the core theme of the conference; ‘Stand Up and be Counted’.Both the UK and European retail and property markets are subject to the currently volatile economic conditions. While many of the economic challenges facing the UK and the rest of Europe are similar, there are also significant differences that require a different approach to shopping centre management in Europe.This session will examine the differences in approach to the measurement and evaluation of success in Europe, and the methods used to drive the value and commercial success of centres in both established and emerging new European markets.The session concludes with a benchmarking and exchange of UK and European best practices.
12. Using market research to improve retail business
Alan Ellerton, Account Director, Retail and Consumer, Simpson Carpenter
Wednesday 4 March 11.35 - 12.20 > session delegates
An examination of how the effective use of market research can help to improve sales and operations for retailers and shopping centres.
> Presentation
13. Performance measurement/management using sales data
Jonathan Duckworth, Independent Shopping Centre Consultant
Tuesday 3 March 14.20 - 15.20 > session delegates
This workshop will look at the implications, pitfalls and rewards that can stem from introducing retailer sales performance into the mix of measurements available to centre managers and owners when assessing the performance of their malls. Participation will be invited from the attendees, as part of a review of the various methods of measuring shopping centre performance and their relevance and effectiveness during difficult trading times.
14. Developing a Digital Strategy that extends beyond just a website
Shannon Luxford, Regional Marketing Manager-UK, McArthurGlen Designer Outlet
Tuesday 3 March 14.20 - 15.20 > session delegates
Majority of centres now have a website however developing a digital strategy requires more than just this. Learn about how to use the web to improve footfall, brand awareness and most importantly sales at your centres. The workshop will explore website design and navigation, SEO, PPC, email marketing, blogs and social networking and supply you with actionable knowledge that can be implemented at your centre whatever the marketing budget.
> Presentation
15. Recycling and energy saving - a strategic view
Clare Raybould, Environmental Manager for PruPim Shopping Centres with Interserve
Tuesday 3 March 12.05 - 13.05 > session delegates
It is essential to adopt a strategic view when approaching recycling and energy saving so that objectives may be achieved in a way that is structured, sustainable and relevant to a shopping centre environment. An important factor in both recycling and energy saving is obtaining the support of staff and tenants. This session will explore practical ways of approaching this to change attitudes and adopt best practice within the framework of an acknowledged strategy that may be referred back to and used to assess progress.
> Presentation |
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