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Box Office Conference Monday 21 May 2018

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Box Office Conference Monday 21 May 2018 BOX OFFICE CONFERENCE MONDAY 21 MAY 2018 Sponsored by 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 Birmingham 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 London. 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 Royal Court Theatre 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 Bush Theatre 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 Edinburgh Fringe and started out at London’s Southbank Centre.
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