Eileen Connolly Director,
Head of Retail Marketing,
DTZ
Joined Donaldsons, now DTZ in 1982 and has worked on over 90 UK and European retail and leisure schemes providing strategic and tactical marketing advice to private and public sector clients. Key areas of expertise include marketing strategy, communications, media, event management, training and development for shopping centre marketing professionals.
Eileen is a BCSC Advisory Board Member and Chair of the BCSC Retail Marketing Committee; an ICSC Europe Advisory Board member, judge and past chair of the ICSC Solal European Marketing Awards; an ICSC MAXI Awards judge and served as MAXI Chair in 2005 ; Chaired the 2007 ICSC European Conference in Warsaw and is an ICSC International Marketing Retail School Faculty member and judge on the ICSC Foundation Community Service programme. Eileen is a regular contributor to industry forums in the UK and overseas.
Mark Rumfitt Centre Manager,
Hempstead Valley Shopping Centre
Mark made the move into shopping centre management in 1997 following a 12 year management career in retail.
After achieving the BCSC Diploma Mark progressed from an outlet centre to a city centre scheme and is currently managing Hempstead Valley, a district shopping centre set in a 25 acre site in Kent. Hempstead Valley was one of the first out of town schemes in the country, includes the first food court in the UK and is planning a 3rd phase extension. Commercial income and mall theatre are key elements to the scheme.
Mark has sat on the organising committee for the shopping centre management conference since 2006.
Facilitator
Lucy Alexander Journalist/Presenter
Lucy Alexander is a Journalist/Presenter well accustomed to the unpredictability of live broadcasting. She has worked on the regular presenting team at Sky News and as the Breakfast Anchor on the ITV Newschannel.
Lucy is well known in the South East as the former face of ITV's London Today and London Tonight. She trained as a journalist with the BBC. She has during her career reported for various news organisations and won an RTS Best Newcomer to TV Award.
She has also presented on CNBC E-Life a factual series about the internet and the huge impact it has had on our lives.
Plenary speakers
Warren Bradley Leader of Liverpool City Council
Councillor Warren Bradley is Leader of Liverpool City Council, he was elected in May 2000, originally representing the Church Ward moving to the Wavertree Ward in 2004. Warren has been involved in local politics for most of his life, playing a major role in the electoral victory in 1998 for the Liberal Democrats, when they became the administration in Liverpool.
Warren, who was born and brought up in Liverpool, is married to Pauline, and has two children, Daniel and Emily. He has, for the past 20 years, worked as an operational fire officer for Merseyside Fire Service. At the weekend Warren spends time with his family, runs a junior football team, Mosspits Wanderers and watches Everton FC.
As Leader of the City Council he is responsible for city vision, inward investment, civic and heritage issues
He was also announced as the 'Business Champion' in 2006 by the private sector, City Growth Board. Warren believes business is the key to the continued success of the city and has been instrumental in starting the dialogue regarding the future of the agencies in Liverpool.
Warren sits on numerous boards in the city, as a Director including; Liverpool Vision, Liverpool Land, the Royal Liverpool Philharmonic Society, ACE(NW), Culture Company, the Mersey Partnership and North-West Vision.
Warren has the determination to leave Liverpool a more dynamic, vibrant and connected city, to achieve this we together have to enable, facilitate, offer opportunity and raise peoples aspirations.
Jeremy Collins Head of Retail Development,
John Lewis
Jeremy Collins is Head of Retail Development at John Lewis.
Jeremy is President of BCSC and a Member of the BCSC Government Affairs Committee.
"BCSC is an excellent forum for bringing together the respective views of developers, investors, retailers, local authorities and public sector agencies in this increasingly important and dominant sector of the property market."
My ambition for my Presidential year is to ensure far greater engagement of colleagues in retail businesses, in the firm belief that working together with colleagues from the property industry we can achieve far greater benefits in many areas.
Jonathan Doughty Group Managing Director,
Coverpoint Catering Consultancy Ltd
Jonathan Doughty is the founder and Group Managing Director of Coverpoint Catering Consultancy Ltd, an International Foodservice Consultancy specialising in Retail, Leisure and Tourism. Coverpoint is 15 years old this year and is now working in 23 countries around the world.
Having previously worked for a number of internationally recognised companies including Forte, Mars, Marriott and the Imperial Group in operations, foodservice, marketing and product development roles, Jonathan moved into foodservice consultancy.
Coverpoint provides advice to the Retail, Leisure and Tourism sectors in the UK and around the world. The practice has been responsible for the foodservice development of a great number of the major shopping centres, leisure sites and mixed used developments in the UK and Europe for the ongoing Tenant mix, strategy and standards of operations.
In addition, Coverpoint work for major UK retailers and foodservice operators on their food provision and customer service training. This focus of the practice is to help clients ensure excellence is achieved. As a past operator in both hotels and restaurants, Jonathan has a unique perspective on 'Guest Services' and the 'Guest Journey' through our retail centres and the offers within them.
Miles Dunnett Head of Asset Management,
Liverpool ONE, Grosvenor Fund Management
Miles is RICS qualified, and gained a grounding in the retail world while in the consultancy team at Gerald Eve, before moving client side in 2003 to Grosvenor.
Miles is responsible for the operational side of the London (Mayfair and Belgravia) Estate business, focusing on driving through both cultural and structural change to focus on customer service as a key driver of performance.
He switched to the Fund Management Business in June 2008 as Asset Manager responsible for the longterm performance of the Liverpool ONE Fund.
Ros Gardner Ros Gardner Associates Ltd
Graduating from Southampton University, Ros joined a major retailer undertaking a variety of appointments divisionally and at Head Office. Ros later went on to become Manager of the Customer Services Department, which included responsibility for a complaints department handling a quarter of a million customers per year.
Ros now runs her own successful consultancy, specialising in Customer Care Excellence and Complaint Handling. Working with a wide range of clients she continues to help businesses exploit the opportunities that customer care provides. She has also been employed as a Special Adviser to various Government Departments, providing help and guidance on Service Delivery.
Prior to becoming Chief Executive of BCSC, Michael had spent 20 years with Marks & Spencer as well as two years at MEPC and six years running his own business.
At M & S, he was involved in the development of the move into Food Neighbourhood stores and out of town developments in the late 80's and early 90's. He was also responsible for the company taking a leading role in the development of Town Centre Management schemes throughout the country.
When at MEPC - the second largest property company in the country at the time - he worked in close partnership with some of their 1200 retail tenants in shopping centres.
His consultancy GTT Associates specialised in the implementation of business plans and funding for the management of town and city centres throughout the UK.
Michael is the first Chief Executive of BCSC and feels privileged to help shape the future of the retail property industry along with the active participation of BCSC members and stakeholders.
Lawrence Hutchings Director,
Shopping Centre Investment Management,
Hammerson
Lawrence has spent 19 years in both retailing and retail property in Australia, New Zealand and the UK. He has been involved in retail assets in Australasia, Europe and the US in varying capacities from leasing through to development and asset management with Merlin International, Westfield, Schroders and Henderson Global Investors .
He has spent the last 8 years based in the UK and in June this year joined Hammerson as Director of Shopping Centres, UK.
Karl Kalcher is the founding partner of MindFolio Ltd.
MindFolio develops visions, brand experiences, conceptual masterplans and feasibility analyses for leisure, retail, residential, office and public environments.
Recent assignments include retail environments in Boston, USA; regeneration projects in the City of London, Brent Cross, Leeds, Royal Kingston, Southampton, Sheffield, UK; several mixed-use developments in Scandinavia and significant retail & leisure destinations in Dubai.
The business is based in London, Chicago and Düsseldorf and enjoys a research partnership with Cornell University, NY., an American Ivy League institution.
Prior to establishing MindFolio, Karl was a Senior Vice President with the LEGO Group, responsible for New Business Development, Retail and Global Licensing.
He led two $500 million tourism projects that created LEGOLAND branded Family Parks - LEGOLAND Windsor and LEGOLAND California and masterminded the international retail strategy for the LEGO Group.
Earlier in his career, Karl introduced the Timberland brand into the UK, restored the European business of Clarks Shoes and, aged 36, headed its global Children's business. He was subsequently appointed Group Managing Director of 'ecco' shoes, based in Denmark.
Karl Kalcher was born and educated in Austria, augmented by scholarships at TCU, Fort Worth, TX, the University of Illinois and more recently at INSEAD, and IMD.
He serves on the Austrian government's Advisory Board for innovation-based venture capital funding.
James Max
James Max appeared in the first series of BBC's The Apprentice, becoming an immensely popular candidate reaching the semi-finals.
As well as his obvious business acumen, gained from 15 years experience in investment banking, finance and property, James has hosted "Business Matters" on London's LBC 97.3 since 2006 and now hosts their Early Breakfast Shows on Friday from 5 - 7am and Saturdays from 6 - 8am. He also writes and presents the weekday Business Update on TalkSPORT's Drivetime show with Ian Wright and Adrian Durham. He presented his own show on the station from January to March 2007 and regularly covers for their non-sports presenters earning a reputation for opinionated coverage and discussion of the day's current affairs.
On television, James is carving a niche in his real expertise, property. Co-presenting Profit from Property, Property Pensions and Property Boot Camp for Overseas Property TV. James dispenses practical property and financial advice to contributors with a certain charm and style. He regularly reviews the newspapers on Sky News and also appeared as the business expert on E4's "Harvey Goldsmith - The Encore".
In addition he writes a monthly column for Property Week magazine where he focusses on lifestyle and careers.
James is also a non-executive director of Wow Property. A new estate agency business that charges flat fees, whilst providing a full and professional estate agency service.
Tessa O'Neill has over 19 years experience of working in the public and private sector.
At BDP, she is responsible for directing the Planning group in London, focusing on urban regeneration, urban design, master planning, and planning and development consultancy.
Tessa specialises in complex retail led mixed-use town centre development schemes and works closely with architects and urbanists to achieve viable and deliverable strategies, frameworks and master plans.
Tessa led the research study for BCSC seeking to identify 'The Future of Shopping Places', and is responsible for formulating the future scenarios arising out of the work. Tessa has experience of undertaking large-scale research projects including the 'The Quality of the Urban Environment' for the DoE.
Jenny Pitman
Jenny Pitman's love of horses has dominated her life.
At the age of fifteen she started work at a racing yard, and in 1975 was one of the very first women to be granted a professional licence to train racehorses.
Since then, Jenny has trained winners of all five major Nationals and two Cheltenham Gold Cups (including one with her son Mark riding). With Corbiere in 1983, she became the first woman trainer to win the Grand National which she won again twelve years later. She is still the only woman to have won this prestigious race even once.
Retiring from training in 1999, Jenny embarked on a second career. Having already published Glorious Uncertainty and Jenny Pitman the Autobiography, she published her first novel On The Edge in March 2002 quickly followed with Double Deal in November 2002, The Dilemma in November 2003, The Vendetta in November 2004, and The Inheritance in November 2005.
Mark Price Managing Director,
Waitrose
Mark Price was appointed Managing Director, Waitrose in April 2007, and is responsible for the 193 Waitrose shops of the John Lewis Partnership.
Mark joined the Partnership on the Graduate Training Scheme in 1982, before becoming Managing Director of John Lewis High Wycombe and then John Lewis Cheadle.
Mark transferred to Waitrose in February 1998 as the Partnership's first Marketing Director, and in 2000 was additionally given responsibility for retail operations, becoming Director of Selling & Marketing.
Immediately prior to his current role, Mark had been at John Lewis since 2005, in the roles Managing Director, Partnership Development and John Lewis Development Director.
Tom Savigar Strategy & Insight Director, The Future Laboratory
Tom has had a full time preoccupation with tracking consumer trends since he was a teenager.
He worked his way through Marks & Spencer, WGSN and Nike before co-founding Sense Worldwide in 1999.
After working with IDEO, BBC, Nokia, MTV, VH1, Hewlett Packard, Diageo and S C Johnson at Sense, Tom joined the Future Laboratory as a partner in 2005, and now works on customer typologies, trend forecasting and brand strategy projects for brands like Marks & Spencer, Lamborghini, BMW, Chanel, John Lewis, Nokia, Coke, Tesco, Louis Vuitton and Gap.
Breakout session speakers
Mark Bradley Independent consultant and author
Mark Bradley is a consultant, writer and business speaker with a talent for bringing the customer experience vividly to life. An expert in customer service and author of Inconvenience Stores, one family’s testing retail travelogue, Mark’s work richly evokes the UK consumer experience in a way that brings a new objectivity to business.
As National Consumer Council research highlights the millions of pounds lost to UK business through poor customer service, Mark’s entertaining and imaginative contributions have brought him to the attention of the media, where he’s appeared on BBC1’s Are We Being Served? BBC2’s Working Lunch and BBC Radio Five Live. He writes for the Yorkshire Post, Customer Strategy Magazine and regularly reviews the newspapers on BBC Radio Newcastle.
Having enjoyed a career including retail financial services, homelessness campaigning, Spanish & Catalan translation and table waiting, he builds his work on a rich palette of life experience. And furthermore, as a former lead assessor for the Unisys / Management Today Service Excellence Awards and service excellence consultant, Mark draws on the experiences of pioneering organisations to share practical insights: ideas that really work! Once described as the Carrie Bradshaw of UK service, Mark continues the fight to raise the profile of customer service in his newspaper and magazine columns, while his willingness to work flexibly with his own customers has led to engagements as varied as presenting on a bus (during a service excellence tour of the UK), working as a feminine hygiene waste disposal operative and becoming a catalogue shop delivery driver.
He maintains that the low profile of service in the UK - and its root causes - explains why most customer service initiatives are doomed to fail. The answer, Mark contends, is by rigorously examining service experiences from the customer’s perspective and attacking some of the internally-fixated business conventions that have driven us to this impasse.
Most recently Mark has worked in football. His company www.bradleyprojects.com has helped the Football League research, develop and launch their inaugural Family Excellence Awards. He’s also worked with the Premier League, the Football Association of Ireland and several individual football clubs, including Liverpool, Manchester City, Blackburn Rovers, Ipswich Town, Newcastle United and Huddersfield Town.
Outside of football Mark has worked with Land Securities, HBOS plc, DHL / Argos, Norwich Union, Hull University and PMI Health Care. He is a popular conference chairman with Marcus Evans, White Paper and Infoline - and currently one of the UK’s most popular business speakers. Mark’s second book, Retails of the Unexpected, a collection of essays, articles and customer service experiences, is to be published on 15th July 2008. It is said that when they finally throw the book at British Customer Service, this is what they’ll have in their hands.
Su Button Marketing Executive,
Hempstead Valley
Su Button has worked in various marketing roles for over 9 years and is currently Marketing Executive at Hempstead Valley where she has worked since 2005.
Winner of the 2007 BCSC Purple Apple Award, Su's innovative and creative 'Fashion Features' PR campaign was the first to be awarded the maximum 50 points. This campaign won acclaim in the ICSC MAXI marketing awards in the USA and Gold in the European ICSC Solal marketing awards. This was followed up in 2008 with a 'Media Partnership' campaign which won a Purple Apple Merit. These two successful campaigns had a combined budget of only £260.
Su has helped several other shopping centres with starting their own 'Fashion Features' PR campaigns and has advised smaller sized centres on how to achieve positive PR without big spending.
Su holds a Postgraduate Diploma in Marketing awarded by the Chartered Institute of Marketing in 2003.
Kate Bygroves Associate, Real Estate Litigation,
Eversheds LLP
Kate is an Associate in Eversheds' litigation and dispute management group, specialising in real estate litigation. She has an in depth knowledge of the issues facing shopping centre managers as well as retailers and has extensive experience in the field of tenant insolvency. She has acted for both landlords and tenants on a variety of property related disputes including opposed and unopposed lease renewals, rent reviews, service charge disputes as well as more general portfolio management issues.
Jonathan Duckworth Independent Shopping Centre Consultant
Jonathan Duckworth is an independent Shopping Centre consultant with 30 years experience in retailing and the shopping centre industry. He initially trained in medicine, before switching to retailing and then shopping centre management. Jonathan started his retailing career with Habitat and progressed to Centre Management when he opened West Orchards in Coventry in 1991. He completed the BCSC Diploma in Centre Management in 1994.
He opened The Mall at Cribbs Causeway, Bristol, in 1998. The leasing structure included turnover clauses and Jonathan and his colleagues introduced an innovative system to collect daily sales information.
Jonathan’s company is now the UK Agent for Daily Sales Plus, the sales data collection software.
James Duke is a qualified barrister. He is principal legal advisor and consultant company and partnership secretary to 63 companies and professional partnerships.
He is a specialist in corporate and partnership law including employment, health and safety, commercial, contract, intellectual property, banking and environmental law.
James is a visiting lecturer to several UK universities including the College of Estate Management, Shilton Grange at Reading University and author of the law publications for the Diploma in Shopping Centre Management.
Alan Ellerton Account Director, Retail and Consumer,
Simpson Carpenter
Alan is an Account Director in the Retail and Consumer team at Simpson Carpenter having joined the company in 2004 from icon brand navigation. Alan has 30 years experience in research and marketing in both the manufacturing and retail sectors. He has held various senior clientside positions, most recently 14 years at Argos where he was Business Planning Manager and served as Chairman of the Association of Users of Research Agencies (AURA). During his career he has planned and managed large research budgets and undertaken projects covering the whole spectrum of business issues. In addition to his research background, he has experience of developing new retail concepts, sales forecasting, promotional evaluation and business planning.
He has worked in a wide range of markets including Retail, Confectionery, Packaged Foods, Alcoholic Drinks, Soft Drinks, Electricals, Furniture, Jewellery, Housewares and the Licensed Trade. In addition to Argos, he has worked on such brands as Kit Kat, Polo, Smarties, Cadbury Biscuits, Guinness, Schweppes, Kia Ora, 7Up and Pepsi.
Alan has a BA (Hons) in Economics from the University of Manchester.
He is a former Chairman of the Association of Users of Research Agencies (AURA) and of British Retail Consortium's Statistics Committee.
Philip Evans Associate Director Retail Asset Management,
DTZ
Philip has 16 years experience in managing retail property and currently manages over 2 million sq ft of retail space in shopping centres across the UK.
Philip has also worked for an international car parking business based in the US.
David Feist Senior Associate, Real Estate Litigation,
Eversheds LLP
David is a Senior Associate in Eversheds litigation and dispute management group, specialising in real estate litigation. He has extensive experience in acting for retail landlord's and tenants on both primary and secondary sites in the West Midlands and nationally. David is a solicitor-advocate and advises on a wide range of work including unlawful parting with possession, forfeiture, service charge disputes and general tenant compliance issues.
Josip Kardun Managing Director Centermanagement International,
ECE International GmbH & Co KG
Josip Kardun is Managing Director of ECE Projektmanagement International G.m.b.H., a privately owned; Hamburg based developer of shopping centers, office buildings and traffic solutions.
Mr. Kardun primary responsibilities include the management of shopping centers in all countries ECE is active in.
Prior to joining the ECE, Mr. Kardun was employed with Sonae Sierra Management Germany as General Manager where he was responsible for management and leasing operations in Germany and adjacent countries. Before he was Assistant Minister at the Ministry of Economy of the Republic of Croatia.
Will Lewis Systems and Administration Manager,
Brent Cross Shopping Centre, London
Will is the Systems & Administration Manager at Brent Cross Shopping Centre, London. Will has been at the Hammerson/Standard Life development for four years with primary responsibility for the financial and administrative management of the Centre, and also the management of a number key external stakeholder relationships. Will has successfully completed the Diploma in Shopping Centre management and also attended the ICSC European School of Property Management.
Prior to joining Brent Cross Will spent eight years working in retail with Harrods and House of Fraser.
Will is a member of the ICSC Next Generation Advisory Group.
Shannon Luxford has 10 years experience in the Shopping Centre and retail sector. Originally from Australia where he held various marketing and leasing roles at Centres both in Australia and New Zealand with property owners Queensland Investment Corporation and Kiwi Income Trust. Shannon has also worked in leasing and operations for one of Australia's largest retail groups The Colorado Group.
In 2006 he joined McArthurGlen Group and assumed the role of Regional Marketing Manger UK. He is responsible for the strategy and delivery of the entire marketing mix for the 7 UK centres.
Shannon is also at the forefront of driving the digital strategy for the Group and is currently driving the rebuild of the portfolios consumer websites.
John Michell (FRICS) Head of Shopping Centre Management,
King Sturge
John Michell FRICS is head of shopping centre management at King Sturge.
John started his career with Chesterton, moving to King Sturge in 1998 and has 20 years' experience in the management of comercial property assets.
Paul Moorcroft National Head of Real Estate Litigation,
Eversheds LLP
Paul is the national head of Eversheds’ 60 strong real estate litigation team. Since qualifying in 1993 Paul has been heavily engaged in the retail sector, gaining significant experience of asset management issues, acting for both landlord investors/shopping centre owners and many high street retailers. Paul’s clients include Lend Lease and Next.
Sue Pedley Customer Experience Manager,
Westfield Merry Hill Shopping Centre
Sue Pedley is Customer Experience Manager of Westfield Merry Hill Shopping Centre.
Sue has over 20 years customer service excellence experience in such diverse environments as water industry, outsourcing customer service, construction and retail. She champions the customer cause at Merry Hill making sure their shopping experience is exceptional, memorable and above all generates loyalty.
Sue was pivotal in our ACE Award submission for 2008 and manages our corporate Westfield Achievers mystery shopping programme for the Centre. “We are what we do every day, at Merry Hill we deliver exceptional experiences that mean our customers want to return time after time, with competition in retail being so fierce - it’s our people that are key to our success and we have a truly great team here.”
Clare Raybould Environmental Manager for PruPim Shopping
Centres with Interserve
I began working for MacLellan Int Ltd in 2006, just before we were acquired by Interserve. Interserve’s partnership with PruPIM involves the provision of integrated retail services to a portfolio of 11 major retail destinations throughout the UK, and worth in the region of £17m per annum. These properties include Manchester Arndale, the largest city centre retail destination in the UK, The Mall at Cribbs Causeway and Galleries in Newcastle.
In early 2008, I was appointed as Environmental Manager across the entire PruPIM contract with Interserve. My role includes reducing the shopping centres’ impact on the environment in line with PruPIM’s targets, ensuring that operational practices are sustainable and driving all necessary change.
I have always had a passion for environmental issues and enjoy working with our retailers to change attitudes and implement strategies.
Kelly Reed Marketing Manager,
Westfield Merry Hill Shopping Centre
Kelly Reed is Marketing Manager for Westfield Merry Hill Shopping Centre.
She has a wealth of Retail & Shopping Centre Marketing experience and a passion for customer excellence with Merry Hill Shopping Centre winning the prestigious Top ACE Award at BCSC in 2008.
"The Customers experience is key to each and every visit at Merry Hill and striving to exceed shoppers expectations and deliver consistently outside-the-box service in a safe, welcoming environment is what we do best".
Formerly, she was Regional Marketing Manager for Donaldsons (now DTZ), with Marketing responsibility for over 15 UK schemes.
Matthew Rowland-Jones Head of Retail, Food and Drink,
Envirowise Retail
Matthew is the Head of Retail, Food & Drink for the Envirowise Retail. Within this role he is responsible for developing Envirowise services to meet the needs of the Retail, Commerce and Food Manufacturing sectors.
Prior to working for Envirowise, Matthew worked as an environmental consultant as well as holding a variety of roles within the waste management industry.
Emma Sinclair Chief Executive Officer,
Target Parking Ltd
Emma Sinclair is Chief Executive Officer of Target Parking, a company which provides car park and facilities management services across the UK. Emma has a background in Investment Banking having spent her formative years at NM Rothschild in both the UK and the USA.
Latterly moving into real estate and specifically, parking, Emma is passionate about raising the quality of car park and facility management services for Target Parking’s clients across the UK. Emma also sits on various boards and is a contributor to economic, real estate and parking related journals and debates.
Daniel Tomkinson Centre Director,
Eden Shopping Centre
Daniel has recently managed the opening of Eden. Eden is a new 850,000 sq ft shopping centre in the heart of High Wycombe in Buckinghamshire which opened in March of 2008.
Prior to this Daniel spent 17 years with airport operator BAA, managing a range of retail and marketing roles across UK and American airports. Most recently Daniel was responsible for managing the 45,000 car park space estate of Heathrow Airport.
Faye White Health and Safety Manager,
Hammerson Plc
Faye White works as the Health and Safety Manager for Hammerson Plc. Faye holds responsibility for Hammerson Plc Group H&S Management System and undertakes operational health and safety management across the Hammerson Shopping Centre Portfolio.
As a Chartered Member of the Institute of Occupational Safety and Health, Faye has worked within Health and Safety for over a decade in multi-risk environments including NHS and engineering. This ensures a strong background to provide a balanced view for the interpretation of H&S Legislation.
Faye believes in the 'common sense' approach to risk management and is passionate about making the right changes to prevent foreseeable harm to any person involved in the business.
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BCSC, 1 Queen Anne's Gate, London SW1H 9BT
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