BOX OFFICE CONFERENCE MONDAY 21 MAY 2018

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Programmed in association with WIFI: RoseStreet PASSWORD: 32rosestreet!

@uk_theatre #BoxOffice18 BOX OFFICE CONFERENCE

TIME SESSION

10.30 – 11.00am Registration and refreshments

11.00 – 11.15am Welcome

Dawn Farrow, Founder & MD, Boom ents (Chair) Cassie Chadderton, Head of UK Theatre

What do you want to get from today?

11.15 – 12.00pm Essential News

Regulatory and legal issues to be aware of and a reminder of changes over the past year.

Jonathan Brown, Chief Executive, STAR Andrew Thomas, Director, The Ticketing Institute Katy Raines, Partner, Indigo Ltd

12.00 – 12.45pm The Ticketing What Went Wrong

And why preparation is key! Share stories of learning from things not going quite to plan to build future success.

Richard Howle, Director of Ticketing, NEC Group Caroline Aston, Audience Insight Manager, Chichester Festival Theatre James Coleman, Director, Supercool Jacob Adams, Research and Campaigns Manager, Attitude is Everything

12.45 – 1.30pm Lunch

1.30 – 1.40pm Post lunch icebreaker

Share examples where you have personally received excellent customer care. BOX OFFICE CONFERENCE

1.40 – 2.25pm Using your website to provide excellent access customer care

From providing clear information to booking access tickets online - what can we do to provide excellent online access customer care?

Farrar Hornby, Sales and Ticketing Manager, Royal Court Danielle Mcloughlin, Box Office Sales Manager, Hull Truck

2.25 – 2.45pm Tomorrow’s Ticketing World – a provocation

Rob Williams, VP of Product, AudienceView

2.45 – 3.15pm Tea Break

3.30 – 4.15pm Tomorrow’s Ticketing World – a conversation

From the digital revolution to a changing population to increased competition in the entertainment sector – what are the opportunities for ticketing?

Jen Chapman, Head of Sales & Marketing, Storyhouse Ben Park, Head of Business Development, Spektrix Steve Pearce, Co-Founder & CEO, TickX Nathan Naylor, Theatre Tokens

4.15 – 4.45pm A dynamic pricing session – you decide the topics

This session will cover all things pricing. Tell us what you want to know. Ask questions in advance and on the day. Our panel will be prepared for anything!

Paul DeDona, Inventory Manager, Delfont Mackintosh Tim Baker, Director, Baker Richards Alison Tracey, Head of Revenue Management, Ambassador Theatre Group Samuel Biscoe, Box Office Manager, Nuffield Southampton Theatres

4.45 – 5.00pm Plenary

5.00 – 7.00pm Drinks reception

BOX OFFICE CONFERENCE

CONFERENCE CHAIR

Dawn Farrow, Founder & MD, Boom ents Business owner, digital enthusiast and dog lover, Dawn Farrow is the Managing Director of performance marketing agency Boom ents, which was awarded the Best Business Award’s Best New Business, made number 53 in the top 100 Start Ups, and was shortlisted for the UK Agency Awards. Dawn was recognised in the Best Leader in Marketing award from Women In Marketing 2016, she featured in Management Today’s Top 50 women in business, and was nominated for Guardian Small Business Leader of the Year in 2015. In her role at Boom, Dawn has secured some of the biggest live entertainment companies as clients. Before creating her own style of full service agency, Dawn created campaigns internationally in her time as a marketing director and head of department for some of the country’s biggest producers. @_booments | booments.com

WELCOME FROM UK THEATRE

Cassie Chadderton, Head of UK Theatre Cassie is Head of UK Theatre, the leading professional membership organisation for theatre and the performing arts. Cassie’s role is to promote excellence, professional development, and campaign to improve resilience and increase audiences across the sector. Cassie spent the first decade of her career working in publishing with a wide range of authors – from James Ellroy to the Spice Girls. Then, as Director of Media and Stakeholder Relations for Arts Council England, she led communications and engagement programmes that made a difference to our cultural landscape. She is also on the Board of the National Campaign for the Arts. @cassiechadmoran

THE UK THEATRE TEAM Annie Waugh Hannah Gagen Team and Projects Coordinator Advocacy Manager

Helen Rynne Miriam Nicholson-Butcher Membership Engagement Executive Training & Events Executive BOX OFFICE CONFERENCE

ESSENTIAL NEWS

Jonathan Brown, Chief Executive, Society of Ticket Agents and Retailers (STAR) Jonathan is Chief Executive of the Society of Ticket Agents and Retailers (STAR), the self-regulatory body for the entertainment ticket industry. STAR’s membership embraces all the major primary ticket agents in the UK as well as many venues and supporting organisations. Members work to a strict Code setting standards of excellence in customer service and information and a dispute resolution service operates to help with customer complaints. Jonathan has represented STAR on ticketing issues in discussions with government, law enforcement, the press and at industry events for many years. He is a regular contributor to the UK Theatre blog. @JMB_York | uk.linkedin.com/in/JonathanBrownSTAR

Andrew Thomas, Director, The Ticketing Institute Andrew has an entertainment ticketing career spanning 20 years, working or agents, venues and system suppliers. Starting in professional Soccer, then moving to work with Ticketmaster and its software division Synchro Systems. He has worked at other venues and suppliers.In 2009, he set up and managed the non-profit theatre ticketing system (PatronBase)’s UK operation and ran that until 2014. He joined the Ticketing Institute in 2014 to work with long-time friend and Industry veteran Roger Tomlinson. Following Roger’s retirement Andrew now heads up the Ticketing Institute, and works as a consultant with venues to tackle issues around technology, data, reve- nues and staff efficiencies. Never afraid to push the contentious issue, he has spoken and worked with companies around the world on the subject of technology in the arts. @TicketTattle | theticketinginstitute.com

Katy Raines, Partner, Indigo-Ltd Katy is regarded as one of the UK’s leading consultants on CRM and Segmentation for the Arts, and as such has developed and led research and implementation programmes for large and middle scale Arts organizations throughout the UK and Europe. She has a particular passion for using audience data to effect change, and drive an audience-led approach to marketing for any arts organization. Prior to becoming a consultant in 2006 she held a number of senior marketing roles in large scale venues, and holds a 1st class MBA from Durham University. She is a Fellow of the Royal Society of Arts, a Member of the Chartered Institute of Marketing and on the Board of Ex Cathedra. @katyraines | indigo-ltd.com BOX OFFICE CONFERENCE

THE TICKETING WHAT WENT WRONG

Richard Howle, Director of Ticketing, The NEC Group Richard has worked in ticketing for 19 years and has been responsible for ticket sales and strategy on productions all over the world. He is currently Director of Ticketing for the NEC Group where he runs their ticket agency, The Ticket Factory, which operates the box office for the two NEC 15,000 seat arenas as well as selling tickets for events across the country. Previous roles include, Commercial Director at Really Useful Theatres Group, where he was responsible for the creation of the in-house ticketing division and the installation of a new ticketing system for the groups seven theatres. He was Head of Ticketing at live entertainment agency, aka. Richard sits on the council of STAR and is a member of Culture Central. @richardhowle | theticketfactory.com

Caroline Aston, Audience Insight Manager, Chichester Festival Theatres Caroline has worked at Chichester Festival Theatre (CFT) for three years. Caroline is responsible for overseeing the development of the CRM system and website within CFT and delivering actionable audience insight that supports the organisation’s purpose and values. During on-sales Caroline coordinates online systems and is the key liaison between CFT, Spektrix and web developers, Supercool. Prior to Chichester, Caroline held various positions managing small arts organisations in Scotland and the north of England following twelve years as a stage and production manager. @ChichesterFT | cft.org.uk

James Coleman, Director, Supercool James founded Supercool in 2004 and has since worked with arts and cultural organisations to communicate clearly through digital media. As a User Experience designer he’s created websites such as Town Hall Symphony Hall, Scottish Ballet and RADA. In 2015 he project managed the web development project for Chichester Festival Theatre and helps to co-ordinate their biannual season on-sales.

supercooldesign.co.uk

Jacob Adams, Head of Research and Campaigns, Attitude is Everything Previously Jacob worked as a support worker and facilitator for a national learning disability charity, and for a local disabled people’s organisation in . He was Attitude is Everything’s Festival Project Manager for three years, assisting events across the UK to be as accessible as pos- sible. He now leads on external communications, engaging artists, and developing research and campaigns to drive forward best practice and shine a light on specific barriers that the live music industry can work to overcome. He wrote Attitude is Everything’s 4th State of Access Report, that examines the access booking experience of Deaf and disabled music fans. @attitudetweets | attitudeiseverything.org.uk BOX OFFICE CONFERENCE

USING YOUR WEBSITE TO PROVIDE EXCELLENT ACCESS CUSTOMER CARE

Farrar Hornby, Sales and Ticketing Manager, Royal Court Farrar Hornby is the Sales and Ticketing Manager at the in London. During his time at the Court he worked on sold out runs of Girls and Boys and The Ferryman. Prior to joining the Royal Court in 2016 he worked at the in West London for 4 years. During his time there the company expanded from being above a pub to a multi space venue. He has also worked for Underbelly in London and at the Fringe and started out at London’s Southbank Centre. royalcourttheatre.com | @royalcourt

Danielle McLoughlin, Box Office Sales Manager, Hull Truck Danielle McLoughlin has worked for Hull Truck Theatre, for the last thirteen years. Beginning her career as a part time Box Office Advisor, she now fronts an award-winning team as Box Office Sales & Events Manager. As part of her role, Danielle works to develop systems and procedures and plays a key part in the role to lead innovations in box office processes, customer service and accessibility. @HullTruck | hulltruck.co.uk

TOMORROWS TICKETING WORLD - A PROVOCATION

Rob Williams, VP of Product, AudienceView AV AudienceView’s VP of Product, Rob has overall responsibility for which features and func- tionality get built into the AudienceView suite of products, he does this by talking to customers, end users, and the general public, and by keeping one eye on competitors while the other is on industry and technology trends (he often goes crosseyed). Rob is a keen technology advocate, so talk to him about VR, AR, MR, or all the latests gadgets. @robwilliams | robwilliams.co.uk BOX OFFICE CONFERENCE

TOMORROWS TICKETING WORLD - A CONVERSATION

Jen Chapman, Head of Sales & Marketing, Storyhouse Jen is Head of Sales & Marketing for Storyhouse, Chester’s new £37m theatre, cinema and library, presenting in-house produced shows and events, alongside touring shows on a uniquely flexible theatre which transforms between 800 to 500 seats. Storyhouse also produces and operates Grosvenor Park Open Air Theatre - the largest of its kind in the North - plus open air cinema as well as music, literature and children’s festivals. Previously, Jen was the Head of Marketing at FACT in , the UK’s leading organisation for the exhibition of film and digital art. @StoryhouseLive | storyhouse.com

Ben Park, Head of Business Development, Spektrix Ben leads the Business Development team at Spektrix and oversees the growth, acquisition and retention of our client base. Often on the road, Ben works with arts professionals and organisa- tions across the UK and Ireland, understanding their needs and listening to the sector so that de- velopment at Spektrix is always evolving and on track to meet the needs of the arts sector. With 11 years experience in the commercial and non-profit cultural sectors, Ben has a background that spans marketing strategy, CRM, audience development, venue operations and event planning. Outside of work, Ben has an unhealthy interest in gadgets and consumer tech. He sings in a choir, plays the violin and enjoys squeezing in as much theatre and music as possible at the weekend. @spektrix | spektrix.com

Steve Pearce, Co-Founder & CEO, TickX Steve Pearce is co-founder & CEO of TickX, a based company on a mission to build the global go to platform to search, compare and book experiences (events, attractions & film). Last year over 1m people used TickX to plan their day or night out and in 2018 will be expanding across Europe, launching a cinema offering and growing their team from 15 to 35. @tickx | tickx.com

Nathan Naylor, Theatre Tokens Manager, Theatre Tokens

@TheatreTokens | theatretokens.com BOX OFFICE CONFERENCE

A DYNAMIC PRICING SESSION – YOU DECIDE THE TOPICS

Paul DeDona, Inventory Manager, Delfont Mackintosh As a spritely twenty-something Paul packed his bags for a second time, kissed his mum goodbye and left a brilliant role in Corporate Crisis Management in for the glittering lights of Lon- don’s West End. Nestled deep in the heart of Ticketing, he’s made Delfont Mackintosh Theatres his home for the last 12 years. Revenue Management is his game of choice and he balances his love of graphs with healthy debate about premium tickets, accessible pricing and all things sales strategy. At the moment, Paul is focused on building a bespoke Business Intelligence suite at DMT, to better assist his team in developing their core RM strategies. delfontmackintosh.co.uk

Tim Baker, Director, Baker Richards Tim is co-founder and Director of Baker Richards a leading international software and consulting firm which helps cultural organisations achieve their commercial potential through admissions pricing, membership strategy and segmentation. Baker Richards has worked on hundreds of projects for leading arts organisations around the world. In 2008 we formed a US sister company, The Pricing Institute, now a division of New -based Jacobson Consulting Applications (JCA), with whom we continue to work as analysis and software development partners. @BakerRichards | baker-richards.com

Alison Tracey, Head of Revenue Management, Ambassador Theatre Group Alison has worked for ATG for almost two decades, initially as Marketing Manager at . During the last four years Alison has been instrumental in establishing ATG’s Revenue Management department and building the company’s first bespoke revenue management software, and is a driving force behind the company’s commitment to dynamic pricing in regional venues. Prior to her roles at ATG, Alison managed a Civic Arts Centre in Hayward’s Heath and worked for Top Rank Leisure. Alison has an academic background in Drama and holds a post- graduate qualification in Arts Administration.

Samuel , Box Office Manager, Nuffield Southampton Theatres Samuel currently runs ticketing (via Spektrix) across two 450-500 seat venues. A self-confessed data nerd Samuel loves to constantly analyse NST’s data looking for sales trends and how the Box Office Team can create the biggest impact on a booker’s experience from armchair, to theatre and back again. Samuel is proud of his recent successes working with consultancy group TRG Arts, both at Nuffield Southampton Theatres and New Wolsey Theatre, Ipswich. Samuel’s top tip: STOP putting all your inventory on sale, please. @samuelbiscoe | nstheatres.co.uk BOX OFFICE CONFERENCE

BOX OFFICE CONFERENCE PARTNER

Spektrix Spektrix is delighted to be supporting this year’s UK Theatre Box Office Conference. Our mission is to provide arts organisations with the best possible chance of success in ticketing, marketing and fundraising by equipping them with the tools to be more efficient and better understand their audiences. We’re really looking forward to coming together as a sector at this year’s Box Office Conference to explore new trends in ticketing and hear the latest developments for box office and sales teams. @spektrix | spektrix.com

UK THEATRE TRAINING AND EVENTS SUPPORTED BY

Theatre Tokens Theatre Tokens is the only national theatre gift voucher scheme run by the industry for the industry. With over 240 participating theatres stretching from Aberdeen to Jersey, it’s the best way to give the gift of theatre. If you work at a participating theatre or are a UK Theatre member and want to know what marketing opportunities could benefit you then get in touch. Not part of the scheme? Why not let us tell you why Theatre Tokens are a good match for you. @TheatreTokens | theatretokens.com

Integro in association with Chubb Integro Insurance Brokers is UK Theatre’s preferred insurance supplier. Integro has a portfolio of exclusive products that have been developed with the industry requirements in mind and have enjoyed an excellent relationship with UK Theatre for a number of years. The team work with a range of clients including theatres, arts and multimedia venues, dance companies, producers, production companies and general managers. Integro offer their range of products through third party insurance provider Chubb, who for more than 30 years have specialised in delivering bespoke entertainment insurance products coupled with exceptional underwriting, loss control and claims service. @IntegroBroking | integrogroup.com/uk