Annual Summit


Annual Summit

Join your peers at the Millennium Hotel conference centre, London SW7 for the DCA Annual Summit

A full day multi-stream conference, featuring workshops, roundtables and high-level networking.

Download the Agenda

DCA Members£225 per place or 3 for £585

Non Members £295 per place or 3 for £745

Rate includes lunch & refreshments – all bookings are subject to VAT at the prevailing rate and considered final.

All places must be paid for by Monday 20th June 2022.

To book: Email us or call 0208 092 5227

Companies attending: Alder & Alder, All Response Media, Boards360, Biscuiteers, Boden, Charles Tyrwhitt, Choreograph, Citipost, Cotton Traders, David Nieper, Easylife, Epsilon, Folio Society, Fragrance Direct, Fruugo, Granby Marketing Services, Hayloft Plants, Internet Fusion, JPS, Lamberts Healthcare, Mail Train Media, Mango Direct Marketing, MIG, more2, Optimizon, Parsley Box, ReynoldsBusbyLee, Scotts & Co, Serious Brands, Sophie Allport, Spryker, Tapestry Agency, Unbound Group, Unifida, Whistl 

Confirmed Speakers

Lauren Ackerman

Lauren Ackerman

3 Make or Break Moments for Customer Loyalty

Lauren is VP Client Strategy at J.Schmid USA.

She is an experienced Digital Strategist, Marketing Analyst and media junkie.

LinkedIn
Jonathan Alder

Jonathan Alder

How your brand can drive your success in 2022

Jonathan is Managing Director at Alder & Alder.

He works with ambitious organisations that are passionate about what they do and helps them to turn that passion into success, by making better use of their brand.

LinkedIn
Emma Burlow

Emma Burlow

Mission Possible: reducing your business impact

Emma has been advising businesses on sustainability for 25 years and is a translator, guide and problem solver. In addition to offering strategic advice to larger companies; Emma works with start-ups and is a business mentor for SETSquared through the University of Bath, as well as being a Master Trainer leading training courses in Carbon Literacy; Circular Economy and wider business sustainability.

LinkedIn
Richard Bell

Richard Bell

The year that was and the year to come

Richard is CEO at Sophie Allport.

He is an experienced B2C eCommerce CEO with a strong track record of rapid sales and customer performance growth, CRM and database development, strategic planning, and award winning brand guardianship, both in the UK and Internationally.

LinkedIn
Victoria Betts

Victoria Betts

Starting with the customer - putting first party data to work

Victoria is Chief Commercial Officer at Unbound Group Plc.

She is an innovative and commercial marketing professional with over 20 years of experience in Consumer Brands and Retail.

She is a strategic thinker, experienced in the delivery of multi-channel customer experience and creative ecommerce solutions.

LinkedIn
Ben Dreyer

Ben Dreyer

Mission Possible: reducing your business impact

Ben is Strategy, Sustainability and Operations Director at Boden.

He has worked at Boden for over 20 years, starting soon after the company was founded as Operations Director.

LinkedIn
Hannah Fairclough

Hannah Fairclough

5 secrets of growth marketing your agency won’t tell you…

Hannah is founder and MD of Grow Marketing London a Growth Marketing Consultancy and Training Academy.

She is a highly skilled marketing professional who has worked with some of the brightest and best in eCommerce for over 20 years, including John lewis, Morrisons, Age UK, Marie Curie & Sainsbury's.

LinkedIn
Adam Hall

Adam Hall

Mission Possible: reducing your business impact

Adam Hall is the Head of Sustainability at Internet Fusion and Surfdome, Europes largest action sport retailer.

He grew up in the rolling hills and gentle surf of the South West of the UK, which shaped his passion for Surfing and an appreciation of the natural world, all enhanced by a lifetime of traveling. He’s happiest being on top of salty water, below and everything in between in new far-flung places (with no marine litter!) with his young family.

LinkedIn
Mel Henson

Mel Henson

How to optimise content for marketplaces in 2022

Mel is Head of Creative at Optimizon

She has been writing sales copy for over 20 years and has worked with a wide range of clients, including Mothercare, Scotts & Co, Cox & Cox, Cotton Traders, Shop.com & The Royal Mint.

She is also the author of 'Flicks & Clicks'.

LinkedIn
Georgie Hopkins

Georgie Hopkins

Your sustainable future + Mission Possible: reducing your business impact

Georgie is a sustainability consultant at Oakdene Hollins and founder of Myakka.

She is committed to employing business as a force for good and has extensive knowledge of sustainability challenges and the circular economy, alongside demonstrated experience in ethical trade and social impact.

LinkedIn
Lubin Hoque

Lubin Hoque

Marketplaces 101

Lubin is Senior Sales Director at Spryker.

He has been helping companies transform their business and embrace digitisation for more than two decades, with an understanding that successful digital transformation is underpinned by key foundations such as vision, culture, and employee empowerment. Lubin's passion is helping companies create better experiences for their customers.

LinkedIn
Shona Jameson

Shona Jameson

The year that was and the year to come

Shona is Chief Marketing Officer at Cotton Traders.

She is a highly regarded, commercially astute, customer-focused Executive Board Director specialising in Marketing and eCommerce.

She has over 20 years experience in omnichannel retail, spanning Performance Marketing, Data & Analytics, Customer Segmentation, eCommerce, Marketing Communications, Brand Development and International Market Development.

LinkedIn
Lauren Juster

Lauren Juster

Think customer, not campaign: putting people at the heart of your marketing strategy

Lauren is Sales & Marketing Director at Biscuiteers.

She is an eCommerce obsessive with a love for all things digital and is skilled in digital strategy, project management and marketing.

LinkedIn
Stuart Lally

Stuart Lally

Delivering superlative customer service

Stuart is CEO of Mango Group of companies.

LinkedIn
Elaine Lee

Elaine Lee

Planning customer service around customer needs

Elaine is Director at ReynoldsBusbyLee.

She is a highly experienced direct marketer with a particular passion for customer experience. Since co-founding ReynoldsBusbyLee in 2005, I have worked on a wide variety of projects for a range of commercial and charity clients focusing in on how to improve the engagement an organisation builds with its customers or supporters, so that a true relationship is built that is valued by both the organisation and the customer.

LinkedIn
David Lockwood

David Lockwood

Think customer, not campaign: putting people at the heart of your marketing strategy

David is a Co-Founder & Director of Analytics at The Tapestry Agency.

LinkedIn
Mark Mainstone

Mark Mainstone

Delivering superlative customer service

Mark is Technology & Business Services Director at The Folio Society.

He has over 25 years experience delivering global strategic capability across Technology, Digital, Ecommerce, Retail, Publishing, FMCG, Direct Marketing, Customer Services and Logistics sectors.

LinkedIn
John Meaden

John Meaden

Knowing what customers want, before they do

John is Founder & Managing Director at Boards360 and WTCW Solutions.

He has 20 years of hands-on experience in high growth B2B/B2C multichannel businesses and was most recently Marketing Director at Toolstation. His speciality is offering Customer-Driven Digital & Marketing Solutions.

LinkedIn
Alex Pratt

Alex Pratt

Delivering superlative customer service

Alex is Founder of Serious Readers.

LinkedIn
Norman Revill

Norman Revill

Leveraging Lower Cost Print to Drive Web Sales

Norman is Owner & Director of Secrets of Print Consultancy.

He is highly technical and passionate about helping businesses realise the true potential of print.

LinkedIn
Chris Simpson

Chris Simpson

Starting with the customer - putting first party data to work

Chris is CMO & Digital Director at more2.

He has a background in direct and digital marketing, leading growth for ambitious VC-backed organisations, both B2C and B2B. He currently leads Marketing & Digital Strategy at more2.

LinkedIn
Nigel Swabey

Nigel Swabey

The year that was and the year to come

Nigel is CEO of Scotts & Co and President Emeritus of DCA.

Samm Swain

Samm Swain

Buying & Merchandising Survival Tactics

Samm Swain is a Product & Merchandise Consultant and former Buying & Merchandising Director, Lakeland.

She has over 30 years experience and is passionate about using her experience to help businesses maximise buying opportunities in order to delight customers and drive margin.

LinkedIn
Chloe Thomas

Chloe Thomas

Just when you thought it was safe to get back in the water

Chloe is Director of eCommerce Masterplan.

She is a globally recognised eCommerce marketing problem solver. Author of several bestselling books, keynote speaker, advisor, and host of both the award-winning eCommerce MasterPlan Podcast, AND the brand new Keep Optimising marketing podcast.

LinkedIn
Håkan Thyr

Håkan Thyr

Marketplaces 101

Håkan is Chief Revenue Officer at Fruugo.

He leads marketing, sales and account management to recruit and retain marketplace sellers in order to deliver continued revenue growth.

LinkedIn
Sarah Watson

Sarah Watson

One marketing budget, many channels - how omnichannel attribution optimises these

Sarah is Managing Director of Wentworth Wooden Puzzles.

LinkedIn
Graham Winn

Graham Winn

The year that was and the year to come

Graham is an Entrepreneur Investor & experienced NED.

He is a commercially astute business professional with an extensive background in digital strategy implementation and significant achievements in business growth and development.

LinkedIn
Jo Young

Jo Young

One marketing budget, many channels - how omnichannel attribution optimises these

Jo is Client Director at UniFida.

She helps clients to gain deeper insight into customer data, so they can deliver highly targeted, personalised customer experiences that drive sales and maximise marketing spend.

LinkedIn

Sessions

The year that was and the year to come

5 secrets of growth marketing your agency won’t tell you…

How do you scale in the face of tough economic times, global unrest and climate change? How do you build a strong brand and an even stronger customer base?

In this session you will learn about:

  • Profitable growth – growing sustainably for your business
  • Finding and keeping sticky customers
  • Magic formula for getting new customers in the door
  • There’s a hole in the bucket! Plugging the leaks in the funnel
  • Do this one thing….

Online Marketplaces – What’s next?

Are marketplaces the future for growing ambitious brands? How can we protect our brand IP in the marketplace environment? How can we sell on more than just price? How can we leverage marketplaces to reach new customers in new territories? How can we manage marketplace trading more efficiently? Should we be looking to develop our marketplaces? Join this session to hear some interesting points of view & get your questions answered.

Roundtable: Beyond GDPR

Pull up a chair and learn about the latest changes to data legislation and how it could affect your business. What you need to know about and how to prepare for what’s coming next. Field your questions freely to access honest advice.

Think customer, not campaign: putting people at the heart of your marketing strategy

Successful marketing requires an understanding and focus on the customer. But all too often, businesses adopt a campaign-led, not people-led approach, leading to siloed thinking and ineffective results. By building marketing around people, consumers are engaged more effectively, marketing measurement improved and better decisions made around channel selection and budget allocation.

But how do you do it? Lauren and David will show how Biscuiteers’ embarked on its journey to becoming an agile, customer-centric marketing organisation by putting people at the centre and used data to deliver a customer-based measurement approach to drive its activity.

Planning customer service around customer needs

In March 2020 customer service needs changed almost overnight. The reputations of some customer facing businesses have been badly damaged as their responses left customers flailing – unable to reach support teams for reassurance or to resolve important issues at the time when more customers than ever were feeling vulnerable or were in vulnerable circumstances. Yes we were in lockdown. Yes companies had to quickly equip staff to work from home. BUT more than two years after the initial lockdown customer’s patience is worn out. Customer service expectations have risen to levels pre 2019 and are far exceeding what the service levels being offered. Many companies have adopted a ‘deflect to digital’ strategy driving customers to self-serve online but when this is implemented badly or without sensitivity it further damages a brand’s reputation. In today’s market customer service delivery is a key challenge facing almost every organisation –  how do we ensure that quality customer service is accessible to all?  This session explores how we begin to rise to the challenge and deliver fully inclusive customer service.

WORKSHOP 1: How to optimize content for marketplaces in 2022

Prebooking is required

Creating a listing on marketplaces such as Amazon and eBay are easy. However, getting it right is not (unless you know how).  

Copywriting is critical to getting listings found organically. Compelling copy with consumer information presented in the right order improves conversion which also helps reduce the cost of ad campaigns. 

In this fast-paced talk, packed with examples and interactive exercises, two copywriting experts will take you through the steps to create winning content on Amazon to help you beat the competition today and tomorrow. 

This workshop is for decision-makers and managers, of companies that own or manufacture their own brands.

Live Interview with Nick Wheeler, Founder & Chairman at Charles Tyrwhitt

How your brand can drive your success in 2022

This session is for decision-makers who want to make an impact in 2022 (and beyond). It will look at the role that brand can play in driving business success, and the opportunities business leaders have to influence that process.

We will discuss what your “brand” is and where you will find it in your business. To follow this, we will identify the five factors that determine the perception of your business. By exploring each in turn, you will understand their impact on your business, and which are most relevant to your success.

The session will close with a brief look at the economic challenges facing businesses in the next 12 months. We will share some practical advice on how your brand can give you a competitive advantage in this situation, and contribute to your long-term business success.

Roundtable: Shipping Goods from UK to Europe

IOSS and Impact of IOSS on UK Businesses shipping to the EU

Shipping – benefits and disadvantages using DDP for the EU (Delivery Duty Paid)

Shipping – benefits and disadvantages of using DDU for the EU (Delivery Duty Unpaid)

Impact on Export volumes post Brexit EU vs ROW

The Impact of excess shipping costs in the backdrop of BREXIT, COVID and Ukraine (the perfect storm)

Buying & Merchandising Survival Tactics

After 30 years in Buying & Merchandising, I’ve seen my fair share of problems. From a beached ship containing my best selling tableware to a factory fire; from selling a season’s estimate in a day, to the many issues arising from Covid.  Join me to hear about my survival tactics and what you can do to ride the storm.

Knowing what customers want, before they do

Having spent 20 years delivering double digit growth for B2B and B2C businesses, John will share insights into developing a truly customer-centric, data driven approach which delivers results.

From strategy to people/team development, to harnessing every available resource, he will share his extensive experience to inspire you on your business growth mission. Having held board level positions with significant well-known businesses, and currently using his experience to grow his own niche direct business, Boards360 alongside his consultancy, John will open your eyes to new opportunities.

Roundtable: Own Warehouse vs 3PL – which is best for you?

Choosing to manage your warehouse yourself or to outsource is a common question in eCommerce. This round table will explore the pros and cons of each to help you identify if you should paddle your own canoe or let someone else steer your ship!”

One marketing budget, many channels - how omnichannel attribution optimises these

For companies that use a range of channels, it is challenging to understand how channels interact and the optimal mix of marketing.

Measurement can be difficult enough with trackable channels such as paid search, display and email, but adding press, TV or poster advertising to the mix rapidly complicates evaluation. Also, every channel has a different role to play in the sales funnel – one seemingly low-performing channel may be necessary to support the role of other channels that can close the sale.

With marketing budgets being heavily scrutinised, there is constant pressure to prove marketing return and tighten up on waste.

Learn how omnichannel marketing attribution measures the way that channels work together (whether they are trackable or non-trackable) and helps optimise your precious marketing budget.

Delivering superlative customer service

Customers these days expect great service and responsive retailers are always looking to improve. In a world which has seen many businesses (still) using the pandemic as an excuse to cut their CS costs, those who acknowledge that great customer service is every bit as important as the ranges they sell have the advantage. Draw up a seat to find out what your CS policy and team can do to win the hearts and loyalty of your customers.

Roundtable: Practical strategies to navigating the ever-changing print & paper market

Over the last couple of years, hundreds of thousands of tonnes of paper have been taken out of production, mills have closed or re-purposed into manufacture of packaging materials.

A major print group has disappeared from the market, capacity is reduced, energy surcharges have been implemented and it is a seller’s market.

In this session we will look at how to secure your supply, mitigate escalating costs and build stronger supplier relationships.

Starting with the customer - putting first party data to work

Victoria Betts, Chief Commercial Officer at Unbound Group PLC, will join Chris Simpson, CMO and Digital Director at more2 to share how the business has made their 1st party customer data work harder to drive results. From winning the right auctions to delivering a more personalised experience, we’ll hear how the group continues to innovate by starting with the customer

Your sustainable future

Sustainable Development Goals, Net Zero, Circular Economy, Regeneration, B Corp, the Just Transition… we all know we need to become more sustainable but what does it really mean for you and your business?

In this session, we’ll frame the need for change and why becoming more sustainable offers opportunity to create economic as well as environmental and social value over the long term. By unpicking the myriad of buzz words, we can understand what they each involve and how they are being applied to develop more sustainable businesses. With this insight, we’ll move to action, exploring examples of how to kickstart your sustainability journey, touching on some of the pitfalls to avoid on the way.

Blending commercial retail experience and sustainability knowledge, Georgie offers practical advice and actions you can implement in your business, whether taking your first steps or looking to build on your sustainability initiatives.

WORKSHOP 2: Leveraging Lower Cost Print to Drive Web Sales

Prebooking is required

The print & paper market has changed dramatically over the past few years and has forced something of a rethink of our use of print.

Many have reduced the volumes of full catalogues produced in favour of smaller,

lower pagination editions and/or lighter weight versions created specifically for distribution as inserts.

Many digital-only brands are now using print for CRM campaigns, to include with customer orders, and/or as inserts to drive web traffic.

In this workshop Normal will first provide a thorough grounding in the basics of print and the current market. He’ll then explore cost-effective format options using current samples, as well as offer delegates the opportunity to have their own recent print work reviewed & questions answered.

3 Make or Break Moments for Customer Loyalty

Lauren is joining live from the USA

Keeping customers coming back is the key to a healthy business. While points-based loyalty programs are the norm they aren’t the whole picture. Too many companies overlook these pivotal relationship-defining touchpoints:

  • What the customer experience is like at the touchpoints around a purchase (Focus on these touchpoints: order experience, order confirmation, shipping confirmation, box experience, post purchase follow up/offer.)
  • When there’s an issue: Backorders, out of stocks, Returns/Exchanges. Many companies have made a name for themselves by handling bad situations, like returns, well. Nordstroms is an example of this.
  • How and when you recognize “best customers.” For small companies who aren’t ready to roll out full-blown points based systems, you can still take steps to recognize your loyal returning customers to let them know you value them.

Mission Possible: reducing your business impact

In this session, Georgie and our panel will explore some of the exciting innovations that businesses are putting into practice on their journey to becoming more sustainable.

We will discuss the realities of implementing sustainability initiatives with the opportunity to learn with and from others who are a few steps ahead on the journey. From designing out waste to reducing your carbon footprint, we’ll share our panellists’ first-hand experience of how they got started, some of the challenges they overcame and most importantly, how they’re engaging both suppliers, employees and customers in the movement.

You’ll leave this session feeling motivated to get started with the benefit of real-world learning to help you on your way!

Roundtable: Beyond GDPR

Pull up a chair and learn about the latest changes to data legislation and how it could affect your business. What you need to know about and how to prepare for what’s coming next. Field your questions freely to access honest advice.

Just when you thought it was safe to get back in the water

Just what should be in your marketing strategy this year?

At the start of 2021 no one was predicting it would be a crazy year, but it was!

At the start of 2022 no one was predicting a ‘normal’ year, but the way it’s turning out…

Competition for consumers’ spend and attention is at an all-time high across all channels and platforms. Our costs are being pushed up, seemingly endlessly. And those factors are squeezing our customer’s ability to spend. The war in Ukraine is causing greater increases in oil prices, with a potentially huge impact on food prices to come.

Then there are the marketing shifts – Apple killed half the cookies, (and Google’s killing the rest this year), TikTok, sustainability, SMS, zero party data, Google Analytics 4….

You could spend your whole working week just trying to separate the important things from the distractions.

In this session best selling author and award winning podcast host Chloe Thomas will be (attempting) to make sense of it all for you! Highlighting the trends you actually need to care about, sharing case studies of brands doing it well right now, and hopefully making everyone feel a little happier than this description suggests!

You’re sure to leave the session with greater clarity on your plans for the year ahead, and some cool ideas to test.

TBC

The Great Debate

Chaired by DCA Chairman Emeritus & CEO Scotts & Co, Nigel Swabey

Have your say and get involved in this lively, no holds barred closing session. Ask questions, challenge your peers, share your opinions and insights.

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