Jonathan Doughty
Managing Director,
Coverpoint Catering Consultancy
Jonathan is Group Managing Director at Coverpoint Catering Consultancy Ltd and has an extensive background in food service in the shopping centre market and established Coverpoint 15 years ago to develop food service in all major UK shopping centres. Recent projects include developing major food service brands - including the international development of the BP Wild Bean Café - in new centres in Europe and the middle east.
He is a member of the BCSC Advisory Board, and has manifested his commitment to the organisation as Co-Chairman of the Customer Care Committee. He sees areas of concern for the sector as including the future of shopping centre development, marketing, and customer service and training. He sees BCSC's role as crucial to the development of the retail property industry.
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.
PLENARY SPEAKERS
Kate Ancketill
Managing Director,
GDR Creative Intelligence
After studying politics as a postgrad, Kate worked for Amnesty International for seven years, in research and policy writing.
Starting at GDR Creative Intelligence as an assistant in 1997, Kate became a partner after two years and bought the company after four.
GDR stands for Global Design Resources and was originally established to provide a confidential design agency selection service. In 2000, Kate reoriented the company's work towards research into innovation in design, experiential marketing, technology, new media, packaging and service within the retail and hospitality sectors, tapping into an extensive network of thousands of the world's most inspirational designers, architects, technologists, academics and strategists for source material.
Today, GDR specialises in trend analysis and forecasting. Over 16 years of working together with the most creative thinkers allows GDR to provide essential insights and consultancy services within retail and hospitality innovation.
In addition to the publication of quarterly Global Innovation Reports and the delivery of quarterly presentations to clients and at conferences worldwide, GDR does deep-dive tailored research for most its clients, giving strategic direction. GDR also arranges introductions between the world's most influential international brands for the purpose of collaboration.
GDR is a client-eyes only service and is retained by brands including Sony, Nike, L'Oreal, Coty Inc, Intercontinental Hotels Group, Marks & Spencer, P&G, Barclay's, Kraft, Limited Brands, Starwood Hotels, GAP, McDonalds, LVMH, Nokia, 3, Orange, Unliver, The Crown Estate, The Co-op, Clorox.
In 2007, Kate won the Jennifer d'Abo Memorial Scholarship for female entrepreneurs, and has been selected as one of the top 100 in the Courvoisier Future 500, 2009.
>Presentation
Joshua Bamfield
Director,
The Centre for Retail Research
Professor Joshua Bamfield is an acknowledged expert on the retail sector and has published reports, articles, and books on this topic. The Centre for Retail Research developed from a University research centre and provides commissioned research concerning: retail futures, economic trends affecting retailers and retail crime issues. Current reports include: the impact of recession on European retailers; the costs of payment systems; retail shrinkage in 42 countries; and the retail store in 2015.
Major clients include B&Q, Alliance-Boots, Tesco, Sainsbury, Jaeger, and Visa Europe. He is a member of the Worshipful Company of Security Professionals, Fellow of the Royal Statistical Society, Chartered Member of the British Computer Society, Professor of Management at Nottingham Trent University and a member of the editorial board of the American academic journal, the Security Journal. >Presentation
Clive is a qualified Chartered Surveyor with over 20 years experience in the retail/leisure property market. He joined Whitbread in 1993 as a Restaurants Acquisition Manager and has since undertaken various property roles throughout the Whitbread Group.
In 2003, Clive became Costa's Property Director, where he has been instrumental in the phenomenal growth of the brand. Leading its rapid expansion from less then 100 stores to over 1350 countries today.
He is responsible for acquisitions, store design, construction, asset management and third party relationship management.
Clive is the board member for corporate responsibility and is a trustee of the Whitbread pension fund. He is also on the judging panel for BCSC environment awards.
Mark Bradley is a consultant, writer and business speaker with a talent for bringing the customer experience vividly to life.
Mark's books Inconvenience Stores (2005), and Retails of the Unexpected (2008) expose the poverty of UK service through his own experiences. Mark's humorous and uncompromising approach has 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.
A former lead assessor for the Unisys / Management Today Service Excellence Awards, Mark now works in tourism, leisure and retail. He researched, developed and now manages the Football League's Family Excellence Awards - an initiative which has seen a 12% increase in the number of families attending football matches (while overall attendance numbers remain static). He's also worked with the Premier League, the Football Association of Ireland and several individual football clubs, including Liverpool, Manchester City, Blackburn Rovers, QPR, Ipswich Town, Newcastle United, Huddersfield Town, Sunderland and Middlesbrough, where he's currently running a fan experience improvement programme.
The BBC's Adrian Chiles says of him:
"If you want to hear the usual old tosh about "putting customers first" then Mark's not your man. I've heard thousands of people talking about customer service but Mark's the only one with anything useful to say on the subject"
Helen Gordon
Property Director,
Legal & General Life Fund
Helen is responsible for the Life Fund and Development. She is an LGP Director on a number of specialist funds including three shopping centre funds.
Helen was Group Property Director, Railtrack Group managing a complex portfolio of developments with a value in exceeding £3.5bn.
She spent 10 years with John Laing plc, as Managing Director. She was involved in shopping centre development throughout the late eighties and early nineties.
Other appointments include:
- Board Member New Covent Garden Market Authority
- Trustee of The College of Estate Management.
- British Waterways Board Member 2000-2006.
>Presentation
One of Britain's most highly regarded sailors, Pete Goss first captured the headlines whilst competing in the Vendée Globe. Risking his own life in the midst of a fierce Southern Ocean hurricane, Pete turned around to rescue French rival Raphael Dinelli from his stricken vessel.
Since winning his first offshore race at 16, Pete has sailed over 200,000 nautical miles, coming in the first three in every event in which he has participated. He has also taught hundreds of amateurs the skills required to circumnavigate the globe.
Pete attempted a world record with the revolutionary Team Philips catamaran. Sadly it was brought to grief during Atlantic trials by freak waves of such velocity that they halted the progress of the 120ft boat - larger than the centre court at Wimbledon.
Most recently, Pete embarked upon a voyage in a self built recreation of the smallest migrant vessel ever to make it to Australia from the UK, tracing the original journey from Cornwall to Melbourne.
Though a decorated sailor, Pete prefers to describe himself as an adventurer. As he explains in motivational presentations, all his projects must fulfil three strict criteria: they must involve challenge, innovation and a significant element of technology. More than this, they must appeal to his tenacity and his ferocious will to win.
In recognition of his heroism and outstanding seamanship, Pete has been awarded the Legion d’Honneur and an MBE.
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.
Tom Ironside Acting Director - Business Environment, British Retail Consortium
Tom Ironside is the British Retail Consortium’s Acting Director of Business Environment. Tom and his team at the BRC have responsibility for representing members’ concerns about a wide range of retail sector policy areas including employment, environment, Local Government, property and taxation. A key current area of the team’s activity is the BRC’s 21st Century High Streets campaign - working with Government and other partners to identify some of the key challenges facing UK high street locations and the potential solutions.
Tom joined the BRC in April 2008. He has extensive previous experience in a range of different public sector policy roles, including in the postal sector in the years following market liberalisation. >Presentation
Angus McIntosh
Partner and Head of Research,
King Sturge LLP
Dr Angus McIntosh joined King Sturge as Head of Research in 2000 having worked for several international property consultants, as well for the public sector and a private sector investment house.
As a specialist Land Economist and a Chartered Surveyor, Angus has been involved with a wide range of international consultancy assignments over the last 30 years and has produced a number of forward looking research publications. He wrote the first in-depth analysis of the investment performance of French Shopping Centres in the 1980s.
In recent years, he has produced reports such as "Global Real Estate Scenarios" and "European Real Estate Scenarios - Nirvana or Nemesis", and was appointed by the RICS to write a report on the Indian economy & its property market.
He was appointed in 2004 to the Lyons Implementation Board of the HM Treasury Office of Government Commerce.
Since 2004 he has produced an annual report under the title of "European Property Sustainability Matters" and in 2007 a report for the Urban Land Institute identifying "The Key Principle for Sustainable Development".
Angus is a regular commentator on the impact of the wider economy on the property market's investment performance. >Presentation
Neil Varnham is Manager of the Cadena Retail Estate Fund.
Neil has over 33 years experience in the retail property sector, having been involved in development and creation of Funds in the UK and Continental Europe.
He also manages the Cadena Retail Estate Fund (CREF), with a target fund size of £300 million.
In addition to managing and driving the performance of CREF, Neil is also a Director of the General Partner.
In his previous role, Neil worked at Henderson Global Investors launching a number of different Funds, including the Henderson Retail Warehouse Fund - which quickly became recognised as a class-leading shopping centre and outlet mall fund in the UK, Germany and across Europe.
Neil is 2010 President of BCSC and is a judge on the BCSC Golds award panel, which he chairs. He is also a member of Accessible Retail.
Sharon Biggar Co-founder and Chief Operating Officer,
Path Intelligence Ltd
Sharon is a co-founder and Chief Operating Officer at Path Intelligence Ltd. Sharon's background is in finance, statistics and management consulting. At Path Intelligence Sharon leads the finance, HR and statistical product development processes and was a key developer in the firm's two flagship products FootPath and QPath.
Sharon's career has focused on three core themes: accounting and finance, economic and statistical analysis and management. She began her career as an accounting and finance professional working initially for a multi-national firm before moving on to the central bank of New Zealand (RBNZ). At the RBNZ Sharon developed a taste for large-scale statistical modelling and was inspired by how such models could inform management decisions. So much so, that she left New Zealand for England to join the prestigious London Economics consulting firm. From there Sharon moved on to advising strategic and management decisions directly at Board level through her work at the influential management consulting firm Booz Allen Hamilton. Sharon's recent research - entitled "Time is Money" - which quantifies the interaction between how long shoppers stay and how much they spend has been widely reported in the property press. Sharon has a Bachelor of Music degree, a Masters degree in Economics (first class honours) and an MBA from the Massachusetts Institute of Technology (MIT) in Boston.
Mark Bradley
Director,
Mark Bradley Projects Ltd
Mark Bradley is a consultant, writer and business speaker with a talent for bringing the customer experience vividly to life.
Mark's books Inconvenience Stores (2005), and Retails of the Unexpected (2008) expose the poverty of UK service through his own experiences. Mark’s humorous and uncompromising approach has 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.
A former lead assessor for the Unisys / Management Today Service Excellence Awards, Mark now works in tourism, leisure and retail. He researched, developed and now manages the Football League’s Family Excellence Awards - an initiative which has seen a 12% increase in the number of families attending football matches (while overall attendance numbers remain static). He’s also worked with the Premier League, the Football Association of Ireland and several individual football clubs, including Liverpool, Manchester City, Blackburn Rovers, QPR, Ipswich Town, Newcastle United, Huddersfield Town, Sunderland and Middlesbrough, where he’s currently running a fan experience improvement programme.
The BBC's Adrian Chiles says of him: "If you want to hear the usual old tosh about "putting customers first" then Mark's not your man. I've heard thousands of people talking about customer service but Mark's the only one with anything useful to say on the subject" >Presentation
Graduating from Leeds Metropolitan University in 1993 Caroline has worked both in the public and private sector. During her post graduate years, she has been involved in both successfully prosecuting and more importantly defending clients under health and safety and food safety legislation and has been expert witness for a number of clients.
Caroline joined Connaught Compliance in 2000. It was here that she specialised in the property sector and specifically health and safety (H&S) where she has been involved in a number of roles including Consultant, Project Manager and Operations Manager. In 2008 she turned her hand to Business Development to ensure that clients achieve their aims and objectives in the most efficient way.
Julie’s four years of marketing experience at Westfield has included a variety of roles including working on the launch of the company’s first UK re-development: Westfield Derby. She led on managing a re-launch of westfield.com/derby and the centre’s email communications to the new profile of customers.
Working to increase Derby’s database numbers and at the same time championing the importance of data to centre staff have been a key aspects of her current role. She also develops segmented campaigns for key family groups. >Presentation
Simon Donaldson Head of Commercialisation,
Lend Lease
Simon joined Lend Lease in 2003 as General Manager at Overgate in Dundee, moving back south in January 2006 as Head of Commercialisation.
He has over 10 years of retail experience including varied roles at Arcadia and then with WHSmith where he opened the Bluewater store before relocating to Scotland as an area manager prior to working for Lend Lease.
As current chair of the BCSC Commercialisation Group, Simon is keen to widen the UK support network and works closely with all other shopping centre ownership and management disciplines. >Presentation
Jonathan Doughty
Managing Director,
Coverpoint Catering Consultancy
Jonathan is Group Managing Director at Coverpoint Catering Consultancy Ltd and has an extensive background in food service in the shopping centre market and established Coverpoint 15 years ago to develop food service in all major UK shopping centres. Recent projects include developing major food service brands - including the international development of the BP Wild Bean Café - in new centres in Europe and the middle east.
He is a member of the BCSC Advisory Board, and has manifested his commitment to the organisation as Co-Chairman of the Customer Care Committee. He sees areas of concern for the sector as including the future of shopping centre development, marketing, and customer service and training. He sees BCSC's role as crucial to the development of the retail property industry.
>Presentation
James Duke, barrister (RTD) and consultant is a principal legal advisor and consultant company 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. He is the author of the law publications for the Diploma in Shopping Centre Management.
John Gray Service Charge Consultant,
John Gray Service Charges Limited
John became involved in property management when he joined Edward Erdman, Leeds in 1990 as Client Operations Manager, following 15 years in International Banking.
19 years later and having worked as a Managing Agent, Landlord (British Land) for two multiple retailers (NEXT for eight years and TK Maxx for one year) John is now a Consultant working for his own consultancy in the service charge field for various retailers and landlords alike.
He has chaired the PMA Shopping Centre Group for eight years and also sits on various industry committees within the BCSC, plus the working party that produced the RICS Code of Practice - Service Charges in Commercial Property.
Given his experiences, on many sides of the industry, he always brings an appreciation of the fuller picture to the table in discussions.
Nick Hogg Consultant,
Upstream Sustainability Services
- Jones Lang LaSalle
Nick works for Upstream Sustainability Services (part of Jones Lang LaSalle Ltd) and has experience in helping property sector clients manage their sustainability impacts. His key area of focus is on performance measurement, which has also led to his development of expertise in the creation and use of performance indicators in corporate reporting. This experience has come through the day-to-day management of the industry leading Sustainability Benchmarking service (one of Upstream's core services) with participating clients such as British Land, F&C REIT, Grosvenor, Hammerson, Hermes, ING Real Estate, PRUPIM (amongst others).
His keenness and enthusiasm for sustainability was strongly shaped by academic work during his Masters in Environmental Strategy at the University of Surrey. At its core are the key principles of sustainable development, which inspired Nick's interest, research and understanding of sustainability issues.
Clive Holland Detective Constable,
Counter Terrorism Command
Clive Holland is a detective constable within the SO15 - Fairway Team. Clive served for 22 years in the Army and has 13 years of service within the Metropolitan Police Service. During that time he has spent five years on the Counter Terrorism Command and was involved in the investigation of the 7/7 attacks.
Clive has the regional responsibility for Fairway liaison in the north east.
Robert Hudson Director,
National Association of Shopfitters/
Shopfitting Independent Training Forum
Robert Hudson has been in the construction industry for 30 years - for the last 10 years in the specific sector of shopfitting and interior contracting. Robert joined the National Association of Shopfitters in 2005 as its Director.
In 2007 Robert was one of the main drivers behind the setting up of the Shopfitting Independent Training Forum which aims to provide a cradle-to-the-grave, lifelong learning resource for this specialist industry sector.
In addition to maintaining and growing the second year NAS Apprentice Design Prize Award, Robert has developed and grown the John Rabey Award for the most improved first year apprentice within shopfitting and interior contracting. In 2008, with the aid of major stakeholder ConstructionSkills, Robert instigated the inaugural award for an apprentice in his or her final year of training. >Presentation
Gerwyn James Director,
Halogen
Gerwyn is a director of Halogen and has been leading corporate and development communication programmes for 20 years. His wealth of experience ranges from major city and town centre regeneration projects to complex and sensitive mixed-use developments, which includes projects in Hull, Chester, Manchester and Brighton.
Gerwyn has recently worked on a number of high profile UK and international developments, including Whitefriars in Canterbury, St James in Edinburgh, Puerto Venecia in Zaragoza, Spain - where Halogen delivered full media relations and marketing campaigns - and revitalisation projects for The Centre:mk and Wellgate, Dundee. >Presentation
Tim Keeping Centre Manager,
Peacocks Shopping Centre
Tim is Centre Manager of the Peacocks Shopping Centre in Woking, a position he has held since October 2006. Prior to joining the team at the Peacocks Tim managed two shopping centres on behalf of Prudential Life Assurance Company in Redhill, Surrey and Petersfield, Hants. This was preceded by a 17 year career with the department store retailer Allders.
Tim studied for the BCSC Diploma in Shopping Centre Management at the College of Estate Management in 2005/6 and has since gone on to be a member of the Diploma Advisory Board responsible for overseeing course material and standards for future diplomates.
Tim also sits on the BCSC's Sustainability Task Force and also contributed to the Carbon Trust working party along with key retailers and the British Retail Consortium to identify barriers to carbon savings in shopping centres.
He is committed to ensuring that the Peacocks Centre engages fully with the community and works with the team on-site and other agencies to understand and manage the impact a commercial operation of this magnitude can have both environmentally and socially. Tim views the centre as an essential part of the community and works with both local and national groups to enable use the venue to communicate their causes to the shopping public.
In response to retailer demand Tim identified and delivered a 12.5% saving in service charges in the 2009/10 budget for The Peacocks Centre.
> Presentation
Shaun Lord Detective Sergeant,
Counter Terrorism Command
Shaun Lord is a detective sergeant with the Counter Terrorism Command, (SO15), of the Metropolitan Police, where he manages the SO15 - Fairway Team which has a national remit to detect, deter or disrupt terrorist activity. The Fairway Team holds the national database and the remit to investigate any report from within the Metropolitan Police area, and to provide support and guidance to all other forces within the UK. Shaun has 28 years of service with the Metropolitan Police. During that time he has spent four years within the Counter Terrorism Command investigating offences at home and abroad.
Sarah Lukins Head of Digital Marketing UK,
Westfield Shoppingtowns Ltd
Sarah Lukins worked in investment banking for six years before manoeuvring into digital marketing and then into retail digital marketing as Web Marketing Manager at Selfridges. Two years later she joined High St fashion and homeware retailer Bhs as Web Marketing Manager to launch its eCommerce website.
Since June 2008 Sarah has been at Westfield as Head of Digital Marketing. The company opened a shopping centre in Shepherd’s Bush a year ago with 265 luxury retailers; there are six other Westfield shopping centres in the UK and another one on the way in Stratford City, adjacent to the 2012 Olympic Games venue. Sarah directs Westfield's UK digital strategies, managing the team that runs all of the online activity which includes websites, blogs, email marketing and social media as well as the in-centre interactive directories. >Presentation
Andrew McMillan Principal Consultant,
Charteris PLC
Andrew started his career as a management trainee with the John Lewis Partnership at Brent Cross. He quickly moved up through the management ranks and led a number of selling teams in different branches culminating in managing the furniture floor in the flagship Oxford Street branch. From there he moved to the head office to take charge of the department stores' customer-centric Intelligence Team.
In 2000 Andrew was asked to lead on customer service for the department store division. The role not only saw him manage chain-wide customer complaints but develop JLP's market-leading culture and attitude towards customer service and sales with the 20,000 customer-facing Partners in 26 John Lewis shops across the UK.
While at John Lewis, Andrew advised many other non-competing organisations on their customer service strategy and became recognised as an expert in the field. Andrew has spoken on the subject at conferences worldwide and has had many articles published in specialist publications and the national press. He also is chair of the Customer Experience Committee for BCSC.
Since joining Charteris, in addition to retail and finance, much of Andrew's work has been in the public sector and he has helped a number of local authorities develop their strategy to deliver a distinct and differentiated customer experience. He has also worked with a number of NHS Trusts to define and develop their patient experience in line with the aspirations set out in Lord Darzi's NHS Next Stage Review final report.
>Presentation
John Michell Partner,
King Sturge LLP
John Michell FRICS heads up the King Sturge Shopping Centre Management Group. With over 20 years’ experience in shopping centre management, John has particular expertise in formulating asset management strategies designed to identify and exploit asset enhancement opportunities in shopping centres. John has also developed a set-up consultancy team providing developer clients advise on all aspects of management of new schemes in UK and Europe.
John is an active member of BCSC. He is also a fellow of the Association of Property and Fixed Charge Receivers (NARA) and takes appointments from major banks to act as a law of property act receiver.
Dawn Osborne is Head of Operations at Meadowhall, in charge of security, cleaning, food court, customer service and landscaping functions. She has advised and given lectures to councils, universities and to UK and Chinese airports.
Linda Welch Director,
Halogen
Linda has been a journalist for more than 10 years, writing about the built environment for both the property trade press (Estates Gazette, and Chartered Surveyor Weekly [now Property Week]) and national newspapers including The Times and The FT. Linda worked as in-house PR Manager for Strutt & Parker and then became an associate director at Good Relations before setting up her own company: Cadenza Communications.
As a director of Halogen Linda is responsible for providing strategic PR and marketing communications consultancy for a range of projects including Mermaid Quay in Cardiff, London’s Connaught Village, and the re-development of the East West Centre in Stoke on Trent and Parkway Newbury. She also supports corporate clients including retail property industry body BCSC. >Presentation
Maria Zedda Managing Director,
Wideaware Training & Consultancy Ltd.
Maria has delivered disability equality training to non-profit, corporate, and retail organisations since 2001 and has over 15 years’ experience working with employers in the US, UK and Italy on disability issues.
She is currently delivering online disability equality training to staff at the national charity The Bankers’ Benevolent Fund and to Ofcom’s 800 staff.
Some achievement include:
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Success story of the month (September 2009) at the British Library
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Winner of £20,000 Millennium Unltd’s Award December 2008
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Winner of Regional (London and Kent) ‘Ready to Start’ Entrepreneur Award - and finalist for national award
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Presenter of Innovation Award, Ability Media Awards, November 2009
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Winner of Barclays’ ‘Trading Places’ Award, (2008), as a Top 10 Business in the London Region
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Member of the Creative and Strategic Board for the Ability Media and TV Channel
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Speaker at Disability Capital: The Mayor’s Disability Event in London.
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Disability Now magazine: subject of one-page feature
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
