3. Health and safety - is it just a faddy diet??? Caroline Brown, Health and Safety Consultant Session 1: Tuesday 2 March,
12.15 - 13.00>session delegates
The purpose of this session will be to highlight that while H&S is perceived as a bore it is absolutely necessary. People often seek compliance at the last minute however the reality is that no one can predict when that last minute is so how do we address this issue effectively both in terms of cost, time management, resource and legal compliance.
To outline the key barriers to effective H&S management i.e
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why is it perceived as bureaucratic red tape
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how do we break through the red tape and what do we need to satisfy the enforcing authorities/litigious claims authorities
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how much paperwork is required - i.e what is reasonably practicable
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the true cost of H&S
Health and safety in a recession
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does it still matter?
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is there additional areas to be covered?
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void management and hidden risks
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statutory compliance versus best practice
Culture, consistency and conspicuous
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key message here is about practising what you preach in the most effective way. It’s a lifestyle issue not a box ticking exercise. It is not a trendy diet that we can undertake for a week, feel good about it and revert to our old ways until the next accident or enforcement visit.
4. Powers of arrest for security officers James Duke, Barrister (RTD) and Consultant Session 1: Tuesday 2 March, 12.15 - 13.00>session delegates Session 2: Tuesday 2 March, 14.30 - 15.15>session delegates
The aim of the workshop is to clarify the new powers of arrest without warrant for security officers.
Section 110 of the Serious Organised Crime and Police Act 2005 has inserted a Section 24a into the Police and Criminal Evidence Act 1984 amending powers of arrest without warrant upon persons other than constables. Also arrestable offences have been abolished and replaced for persons other than constables by indictable offences or offences triable either way as the trigger for those powers of arrest being exercised by security officers.
An understanding of these new powers of arrest are essential so as to avoid legal proceedings for wrongful arrest and/or false imprisonment.
5. Service charge - benefit or burden? John Michell, Partner, King Sturge LLP Session 1: Tuesday 2 March, 12.15 - 13.00 >session delegates
Service charge is a major overhead for the struggling retailer. Are we doing enough to help tenants survive the economic downturn? This session will cover latest developments in best practice and administration of service charges in shopping centres. The repercussions of the '10 Point Plan' will be discussed and reviewed in an interactive environment. The session should be of interest to managing agents, centre managers and anyone involved in the administration of commercial service charges.
6. Terrorism prevention and best practice methods: an exclusive insight from the specialists at New Scotland Yard Clive Holland, Detective Constable, Counter Terrorism Command Shaun Lord, Detective Sergeant, Counter Terrorism Command Dawn Osborne, Head of Operations, Meadowhall Session 1: Tuesday 2 March, 12.15 - 13.00>session delegates
This session provides a rare opportunity to hear from officers of SO15, New Scotland Yard's Counter Terrorism Command. Delegates will be updated on the UK threat level and current intelligence. A debate will follow, looking at the measures that can be adopted by a retail destination to protect itself from terrorism.
9. Dealing with bad press Gerwyn James, Director, Halogen Linda Welch, Director, Halogen Session 2: Tuesday 2 March, 14.30 - 15.15>session delegates
Looking to maintain reputation, raise the profile of your centre or manage bad publicity associated with store closures or on-site problems?
Dealing with the media can seem a daunting task. In this session, Halogen explains how to manage your relationship with the media in order to get the right messages across at the right time. >Presentation
10. Shopfitters, large and small, are being asked to prove their worth Robert Hudson, Director, National Association of Shopfitters/
Shopfitting Independent Training Forum Session 2: Tuesday 2 March, 14.30 - 15.15>session delegates
The National Association of Shopfitters (NAS) seeks to set the standards for the shopfitting and interior contracting industry, ensuring the highest levels of service delivery and supporting NAS members and their delivery to a range of external bodies.
The session will present a comparison of shopfitters who meet and exceed these exacting standards, and those who don't. >Presentation
13. Winning an ACE - the tips, tricks and hard work!
- Fully Booked Jonathan Doughty, Group Managing Director, Coverpoint Catering Consultancy Andrew McMillan, Principal Consultant, Charteris PLC Session 3: Wednesday 3 March, 11.45 - 12.30>session delegates
The workshop will focus on the important topic of customer service, examining how a centre can really change its service level and will include some practical work on team initiatives. >Presentation
14. To boldly go where no one has gone before: making the customer experience your USP- Fully Booked Mark Bradley, Director, Mark Bradley Projects Session 3: Wednesday 3 March, 11.45 - 12.30>session delegates
Linked to the main session, this workshop will examine the low profile of customer service in the UK and will set out a personal view of the root causes behind a contradictory scenario where business leaders acclaim the customer experience as the ultimate USP, but where customer experiences continue to underwhelm.
This lively and interactive session will describe the key principles involved in designing a customer-led business - with emphasis on practicality and effectiveness. >Presentation
SESSIONS DESIGNED TO BUILD ON ALREADY EXTENSIVE EXPERIENCE
***Cancelled***
1. Developing and managing shopping centres in continental Europe opposite to the UK market Session 1: Tuesday 2 March, 12.15 - 13.00
Unfortunately Josip Kardun, ECE Projektmanagement International G.m.b.H. will be unable to attend this year’s SCM Conference to give this breakout session.
If you are registered for this session, you will need to come to the Breakout Session Registration Desk in the BIC Purbeck Foyer to sign up for one of the other sessions in Breakout 1. These will be allocated on a first come first served basis.
2. Integrated commercialisation Simon Donaldson, Head of Commercialisation, Lend Lease Session 1: Tuesday 2 March, 12.15 - 13.00>session delegates
Over the last decade, Commercialisation activity has grown across the Shopping Centre industry at a rapid rate and has evolved from a random collection of barrows into a multi million pound industry in its own right; But what is Commercialisation today, what will it be in the future? What type of Commercialisation is right, what is wrong? Can a Commercialisation Manager keep everyone happy?
>Presentation
7. Sustainability - is it a luxury we can still afford? John Gray, Service Charge Consultant, John Gray Service Charges Limited Nick Hogg, Consultant, Upstream Sustainability Services - Jones Lang LaSalle Tim Keeping, Centre Manager, Peacocks Shopping Centre Session 2: Tuesday 2 March, 14.30 - 15.15>session delegates
The recent economic downturn may have prompted managers and landlords to ask the previously unthinkable question, does sustainability need to take second place to cost saving? This interactive and challenging session will consider if sustainability is a luxury spend area where big money can be saved in tough times, or whether cutting back on sustainability is a false economy that will cost much more to put right in the future. >Tim Keeping's Presentation
8. How centres can manage digital databases effectively Julie Cromwell, Marketing Manager - CRM & Digital, Westfield Shoppingtowns Limited Sarah Lukins, Head of Digital Marketing UK, Westfield Shoppingtowns Ltd Session 2: Tuesday 2 March, 14.30 - 15.15>session delegates Shopping centres are under pressure to reduce costs and demonstrate the best return on investment. Collecting customer data helps you understand your customers better but also allows greater segmentation, targeted marketing campaigns and most of all cost reductions. This session demonstrates how Westfield collates and stores data on their customers. >Presentation
11. Up to £50bn of the UK's disposable income belongs to disabled people - can you afford to turn them away? Maria Zedda, Managing Director, Wideaware Training & Consultancy Ltd. Session 3: Wednesday 3 March, 11.45 - 12.30>session delegates
In this session, find out how businesses can deliver better service to disabled customers by training staff in Inclusive Customer Service. This can help expand customer base, increase customer satisfaction and help reach out to the huge population and combined wealth of disabled people, their friends and their families.
12. Using customer behaviour analysis in shopping centres to increase sales- Fully Booked Sharon Biggar, Co-founder and Chief Operating Officer, Path Intelligence Ltd Session 3: Wednesday 3 March, 11.45 - 12.30>session delegates
This session will cover how to use customer behaviour analysis in shopping centres to increase sales.
Internet retailers use sophisticated analysis on how customers shop online to increase store visits, brand loyalty, dwell time and sales. We will look at bringing similar tools into the shopping centre world, to enable strategies to be developed to achieve similar gains.
For all delegate, sponsorship, exhibition and general enquiries please contact:
BCSC, 1 Queen Anne's Gate, London SW1H 9BT
T: 020 7227 3450 F: 020 7222 4440 Visit the BCSC website at www.bcsc.org.uk
