This year our conference agenda features more sessions run by retail peers and gurus, and we have included something for everyone, whether your business area is IT, merchandising, store operations or e-commerce and marketing.

Our plenary sessions feature high calibre speakers from across the retail industry covering topics of interest to all. In our workshops, we offer a choice of more intimate sessions tailored to your specific business role designed to foster discussion and learning.

Over the coming weeks, we’ll be adding more detailed session descriptions and speaker biographies to help you plan your time at the conference most effectively.

Tuesday, May 12



user forums, one-to-one meetings



informal dinner and relaxed entertainment

Wednesday, May 13

09.00 – 10:00


arrival and registration

09:00 – 13.00


Welcome speech from Rich Lowe, CEO, BT Expedite

Ian Jindal, founder of Internet Retailing magazine, and renowned consultant and industry expert, will be looking at simple ways retailers can drive up site traffic and increase conversions

Dr Nicola Millard, BT’s futurologist on why customer loyalty counts more than ever in a multichannel world

WHSmith - more information to be provided soon.

Brian Hume, Managing Director of Martec will be exclusively revealing the results of their 2009 IT in Retail Report into the Top 100 UK retailers’ IT spending decisions sponsored by BT Expedite

David Henning, VP of Epicor, will join us from the USA to update us on their future plans.

Matalan will show how to tackle the downturn by increasing sales online, as well as reviewing the results of the pre-Christmas launch of matalanonline

Sally-Anne Taylor, Head of Client Training will explain about re-skilling for recovery and how BT Expedite can incentivise customers to use available government funding.

13:00 – 14:15





roundtable discussions. Two repeated consecutive one-hour sessions to encourage the sharing of best practices and networking between peers.

Three or four topics will run twice providing the opportunity to sit in on two roundtables.

Topics currently in the planning stages are:

  • Social media Masterclass – DK from MediaSnackers will be exploring the evolution in media platforms and technologies using young people as a barometer of change in a fast-paced and illustrative presentation. The session will then focus on practical communication methods and the connective power of social media. It will be highly illustrative with explorations of many online platforms and tools you can use today, tomorrow and in the future.
  • Security / PCI DSS
  • Luxury brands—building effective propositions for luxury brands with Guy Hipwell from Liberty



feel free to take advantage of this time to use the hotel pool, spa or sauna, or join us for optional activities and games.

19:00-late – dinner

Our inspirational evening keynote speaker is British Paralympian, Ade Adepitan. Ade is a remarkable sportsman who delivers a powerful and thought provoking message about determination and overcoming challenges.

Thursday, May 14



optional one-to-one meetings. To schedule a meeting with any contact from BT or Epicor contact your account manager.

Optional golf – contact caroline.h.chapman if you would like to play

Speaker Information

Dr Nicola Millard
Customer Experience Futurologist, BT

Dr Nicola Millard’s mission in life is to make customer experiences better for both the customers and the employees delivering them. She provides thought leadership on different models of people centred customer experience design by marrying together two ‘ologies’; psychology and technology.

Nicola is Customer Experience Futurologist with BT. She is a fan of research led consultancy and is responsible for thinking futuristically about both customers and customer experience and then helping customers futureproof their customer experience strategy. Nicola has worked extensively with clients both within BT as well as companies such in sectors such as government, finance, telecoms and utilities. She is much in demand as a “customer experience evangelist” at conferences across the world.

Since 1990, Nicola has been involved with the development and implementation of the human side of contact centre systems and strategy within BT (including evaluating the first expert systems trial) as well as in BT’s US & European Joint Ventures. Whilst in Research she was also involved in studies on cultural issues in organisations, especially with respect to teleworking and remote learning. She also completed a study on global customer experience best practice whist managing a programme of research on Customer Contact Futures and has published a number of papers and reports on these experiences.

Brian Hume
Managing Director, Martec

Brian Hume is Managing Director and founder of Martec International, a leading retail consulting and training practice. He is respected as an authority on retailing and retail technology and has consulted to companies in North and South America, the UK, Europe and Asia Pacific.

Brian’s core consulting areas are sales and inventory management, supply chain management, store operations and the use of technology to improve business performance. His clients cover most retail segments. In addition to the retail community, Brian has worked with manufacturers, financial institutions, wholesalers, telecommunications suppliers, computer manufacturers and software houses who need to understand and market to the retail industry.

Brian graduated in Mathematics and moved into retailing following two years in brewing and ten years with a leading consulting company and systems integrator.

A dynamic and knowledgeable speaker - Brian has addressed retail audiences all over the world.

David Henning
Executive Vice President & General Manager, Epicor Retail Division

David Henning is a long-time Epicor executive with a wealth of hands-on retail experience and in-depth knowledge of retail technology.

David’s early background included 14 years in the development of wholesale distribution, POS, merchandising, and logistics systems for U.S. retailers, which led to his appointment as a Director of Information Technology. After joining STS Systems — the forerunner of NSB — in 1992, he continued to expand his technical and business expertise through progressive leadership roles in custom applications, development, WMS, and Merchandising.

David’s 2001 appointment to the position of Enterprise Market Manager for NSB was followed by promotions to Director of Product Development in 2003, VP of Marketing in 2004, Senior Vice President of Enterprise Solutions in 2005, and CEO in 2007. Following the acquisition of NSB by Epicor in December 2007 David now heads up the retail division for Epicor.

Ade Adepitan
British Paralympian ambassador

There’s not much that Ade Adepitan hasn’t accomplished. The super enthusiastic Paralympian has won medals at the highest level, completed the London marathon, and succeeded as a sports commentator and actor. The retired athlete is an 18-year veteran of wheelchair basketball, winning bronze at the 2004 Paralympics in Athens, and gold at the 2005 Paralympic World Cup in Manchester.
Just as importantly however, Ade was an integral part of the delegation that went to Singapore to win the 2012 Olympic bid for London.

Ade became interested in wheelchair basketball after watching coverage of the Los Angeles Olympic Games in 1984. He gave the sport a spin and, after triumphing at the Stoke Mandeville Junior Games, never looked back. His swift manoeuvres and fast, accurate throwing on court helped propel Great Britain’s basketball team to glory, and the team has continued to strive forward since his retirement in 2006. The men's and women's teams also  took silver and bronze respectively at the Paralympic World Cup in May 2008.

Ade’s hard work and enthusiasm make him a worthy role model and important ambassador to British Paralympians, and his services to disabled sport have earned him an MBE in the Queen's Birthday Honours list, and an Honorary Doctorate from Loughborough University. His dedication to disabled sport has played a pivotal role in building the exposure and development of the Paralympic Games in London 2012.

Ade is a patron of the disabled sport charity, WheelPower, The Association of Wheelchair Children and Scope, and is also an ambassador for the NSPCC and The Prince’s Trust.

Ian Jindal
Founder of Internet Retailing magazine, creates and transforms digital businesses in retail and publishing.

Ian works to create sizeable and demanding businesses from initial idea, or to effect a step-change within complex, multi-stakeholder enterprises: working with the board and either directly leading teams or mentoring senior internal leaders.
Ian has been responsible for P&Ls from £5m to £400m within organisations of up to £3.3bn turnover. Since 1991 Ian has operated at Board level, either as director, CEO or investor.

Ian now works as an executive (leading business transformation at Board level), non-executive (working with Board and CEOs to build businesses) and investor (founding and growing early-stage companies).

Consulting clients include House of Fraser, Austin Reed, Reiss, Couturelab, Otto UK, The British Council, IPC Media, Shell and David Morris.

Ian is committed to skills and peer development within industry sector. Ian founded InternetRetailing (with Mark Pigou), the European eCommerce Forum (with Joris Beckers), the UK’s first Diploma in Internet Retailing (with and Ian is a course assessor for the Masters in Digital Marketing and a tutor on the PPA’s Diploma in Digital Publishing.
Ian is a regular keynote speaker and conference chair, providing insight and stimulus on ecommerce, the attention economy, open standards, future developments and today’s demanding digital customers. Recent engagements include e-consultancy, Adobe/Scene 7, Bazaarvoice, Sky, London College of Fashion and Google UK.

Ian’s skills encompass technology (Chartered IT Professional, Chartered Fellow of the British Computer Society), marketing, commerce and finance (Chartered Professional) and business-wide innovation.

Previously he was Group E-commerce Director for Littlewoods Shop Direct Group where he grew online revenues to £400m per annum. Before that Ian was Head of Online Operations at the BBC, establishing the team that built over 400 BBC websites. Ian was also Business Development Director for Thomson Science & Professional, is a non-executive Director of Business Link for London, and founder of the European eCommerce Forum.

When not tending his olive tree Ian can be found at

MediaSnackers Founder, Trainer & Speaker

DK is the founder of MediaSnackers.
MediaSnackers was a term he coined back in early 2006 whilst describing what young people were doing with media—the MediaSnackers website was launched the following June.

DK has an educational background in communications and media, plus a professional background in local government being the UK’s first and only Corporate Youth Officer.  He’s experienced lots of things and had many roles with an overarching passion for working with young people (and youth professionals), which has been his main focus for the past 9 years.

The name DK comes from the initials of his name. One of the first youngsters he worked with called him DK which he adopted fully, having never liked his old name.

Sally-Anne Taylor
Head of Client Training for BT Expedite.

Sally’s retail career spans 19 years. Commencing in 1990 when she joined Sears, who then owned British Shoe, Mens, Womens and Childresnwear. At that time British Shoe were responsible for selling a third of all shoes in the UK. Sally started off on the shop floor, before moving to manage Adams Childrenswear flagship store. She never returned to the shop floor after moving into a seconded support role at head office, responsible for supporting stores on the old ICL 9518 solutions followed by a move into training. In 1994, Sally joined the Adams Childresnwear implementation team, where she was responsible for training the rollout of Coalition (now known as POS6.2) into the entire 440 store Adams Childrenswear estate, the first ever windows point of sale solution in the UK which completed in 1995. She had a brief spell at Accenture, before joining USI Solutions in a sales and training role in 1997. USI went onto successfully win and implement Coalition into Clarks, Oasis & Stylo before merging with NSB in 2000. Since then Sally has qualified to Senior Level with the institute of IT training and delivered training into over 75 retailers. Sally and her team were responsible for creating BT’s innovative and unique e-learning solutions, Virtual View & learn, Personal Learning Room and the latest edition to the family BT Jigsaw and are very much seen at the leaders in creating and delivering e-learning solutions for retailer.

Sally’s mission statement is simple…’retailing is complicated enough, with competition and excellent customer service at the forefront of all her customers minds. The focus has to be on streamlining day to day business process and ensuring that staff have the right level of information & learning to do their jobs effectively, ensuring they have a personalized and professional mapped career path. To keep customers at the top of their game, training & learning solutions need to be simple to create, simple to deploy and simple for everyone to use now and in the future”

Sally lives in Warwick with her husband John and daughter Sophie.

Guy Hipwell from Liberty

Guy began his career at Bhs in buying and then merchandising.  He left to join the Arcadia Group working across multiple brands and then moving into the online side of the business.He left to start his own online business which he later sold.

Guy joined Harrods in 2002 and was promoted to Director of Home Shopping, restructuring the organisation and overseeing the project to replatform the e-commerce business.

Guy joined Liberty in October 2007 and is the Director of Internet, Merchandising and Supply Chain.

Session Information

We are working on securing Retail Industry Peers so come back soon to see what sessions we will be showcasing at the Client Conference.

There will be plenty more to interest you but we can confirm so far:

Liberty will take the lead on our roundtable discussion about building effective propositions for high end brands. Other roundtable discussion topics include PCI DSS

Matalan will review the results of the pre-Christmas launch of matalanonline, and show how to tackle the downturn by increasing sales online

WHSmith - more information to be provided soon.

Nicola Millard, BT Customer Experience Futurologist

Talking about getting into the consumer mind and using that knowledge in business, Nicola will be of much interest to those embarking on the multichannel and CRM journey.

David Henning, Executive Vice President & General Manager Epicor Retail Division

David Henning will join us in the UK to share the plans and futures of Epicor and their enlarged product offerings but also his extensive knowledge of the retail market from both sides of the Atlantic.

Brian Hume, Managing Director and founder of Martec International

Brian Hume is Managing Director and founder of Martec International, a leading retail consulting and training practice.  A dynamic and knowledgeable speaker, Brian will share with us new research into the state of multichannel retailing in the UK. A “must attend” session for all retailers dealing with or about to embark into the world of multichannel and serving those demanding customers in the ways they want!

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