Development Services Conference 7 – 8 November 2018 Holiday Inn Hotel, Sheffield, UK

Section 2: Conference Programme Track Guide

Tuesday 6th November 2018 16:00 - 17:00 Pre-Registration Holiday Inn 18:30 - 20:00 Development Services Conference 10th Birthday Celebration Drinks Hallam View, Reception Sheffield Hallam University, Howard Street, Sheffield, S1 1WB, UK

Wednesday 7th November 2018

08:30 - 09:30 Newcomers Breakfast Ballroom Hosted by Tom Jirat, Interim Head of Development Services,

09.00 - 09.45 Registration and Refreshments Grand Lounge

09.45 - 10.00 Welcome from CASE Europe and Welcome to Sheffield Ballroom

Bruce Bernstein, Executive Director, CASE Europe Miles Stevenson, Director of Advancement, The

10:00 - 10:30 Welcome and Scene Setting from Conference Chairs and Planning Ballroom Committee Charlotte Dewhurst, Associate Director of Development (Systems), Kate Brook, Director of Services, Development & Alumni, The

10:30 - 11:15 Getting Your Audience to Want to Engage with you: Creating the Right Ballroom Experience Every organisation needs to consider the best way to attract and retain the interest (and support) of its customers. As competition for their attention increases, organisations need to consider the way customers’ perceptions and memories guide their attitudes and future behaviour. Richard will set out the principles and practice of ‘customer experience’, based on many years of research by Forrester and his experience of working with organisations in this area.

Richard Sheahan, Consultant, Forrester Consulting 11:15 - 11:45 Refreshment Break Grand Lounge

11:45 - 12:30 The Promise of Development Services Ballroom Development services is so much more than the "back shop" or data and reporting! We are central to everything in the advancement enterprise, and everything we do touches on every part of alumni relations and development.

Caroline S. Chang, Vice President, Advancement Solutions UC Innovation

12:30 - 13:30 Networking Lunch Grand Lounge

13:30 - 14:30 Breakout Session 1

Research, Data & Analytics Track Ballroom Chair: Sarah Baker, Head, Prospect Information and Analysis,

Mind The Gap: Creating a Holistic Approach to the Supporter Journey At Business School relationships are at the heart of everything we do, and we believe Operations teams are uniquely placed to steer and support the donor journey.

In this session we will discuss the approach we’ve taken at LBS to leverage this in theory and in practice. We will showcase how we’ve put donor and stakeholder relationships at the heart of how we operate and the work we’ve done to embed development services as critical partners at each stage of the donor life-cycle. We’ll pay particular attention to how prospect development and donor relations complement one another in a new approach to prospect and pipeline management, in close collaboration with our fundraising colleagues.

Attendees will come away with: • Principles of relationship-focussed process development and change management • Practical examples of successfully bringing stakeholders with you • Tools and tips for putting Operations at the centre of successful fundraising Jack Bourne, Associate Director Operations & Donor Relations, Molly Rowan, Head of Prospect Development, London Business School

Strategy & Planning Track Waverley Chair: Katherine Muller, Director of Operations & Donor Relations, Advancement, London Business School

Building a Great Customer Experience Prostate Cancer UK customers are central to achieving our bold 10 year strategy - to stop prostate cancer being a killer. By applying our working principles - the back bone to our brand - across everything we do and by recognising that every interaction matters, we hope to exceed customer expectations and build long term loyalty. In this session, we’ll talk you through what we've learnt so far and the three key elements that contribute great customer experience - culture, brand and an appetite for continuous improvement.

James Beeby, Associate Director of Fundraising, Prostate Cancer UK Olivia Burns, Associate Director of Communications and Customer Experience Lead, Prostate Cancer UK

Delivery Track Arundel Chair: Chris Webber, Head of Campaign Operations, Royal of Music

Successes, Challenges and Surprises in Setting up a New Supporter Care Team How do you ensure a consistently warm welcome to your advancement audience and beyond? Have an Alumni & Supporter Care team at your front door. A year ago UCL established the Alumni & Supporter Care team, to look after our alumni, donors, and to be a first point of contact for all those interacting with the Advancement office. 12 months on, hear about the successes, challenges, and unexpected turns involved in embedding a new function into a busy Advancement office.

Rebecca Whitwick, Senior Alumni and Supporter Care Manager, UCL

Practical Skills Track Great Central Chair: Jennie Moule, Founding Partner, Alveo Consulting

Top 10 Features in MS Office for Data Handling & Reporting Do you ever think “there must be a better way to do this” you may just find that better way in this session, I will show the formulas and functions I use on a regular basis to assist with my work and how using these can make repetitive tasks much simpler. Some you may know, some you may not, some you may have never thought to use in this way, hopefully you will walk away thinking “I’m going to try that when I get back.”

Craig Rayner, Data and Reporting Analyst, The University of Manchester

14.40 - 15.40 Breakout Session 2

Research, Data & Analytics Track Ballroom Using Insight to Inform Volunteer Programmes Exeter’s Alumni Volunteering Programme recently achieved its campaign target (60,000 volunteer hours) two years ahead of the campaign close. We’ve now set a challenging higher target of 90,000 hours, and are looking to continue to grow the programme beyond the current 1000 volunteers and 10,000+ hours per year. This growth will be supported by our new Volunteer Recognition Programme, which we believe will be an effective tool for volunteer retention, recruitment and stewardship as well as simply helping us better to say Thank You to our wonderful volunteers. The Recognition Programme has been designed using insights from an analysis of the campaign volunteer data to date, so we hope it will effectively reflect the level of engagement that each volunteer has experienced, and encourage them to increase their engagement to the next level too. David Smith, Data & Insight Manager, Global Advancement,

Strategy & Planning Track Waverley Selling our Science – More Choice vs Less? After the success of the Create the Change campaign that raised £100m to build the Francis Crick Institute, CRUK’s fundraisers asked the question, what next? Hear from Caroline White, Senior Manager, Supporter Experience and Richard Oakley, Head of Research Information and Communications, on how they influenced the Charity to evaluate and prioritise a research portfolio of thousands of world-class research programmes and created a suite of the top 100 impactful fundraising projects.

Caroline White, Senior Manager, Supporter Experience, Cancer Research UK Richard Oakley, Head of Research Information & Communications, Cancer Research UK

Delivery Track Assembly The Regulated Donor Experience: GDPR and Major Gifts We’ve all done a lot of work in our organisations to put in place processes to meet the requirements of GDPR, but we also know that major gift fundraising should be bespoke and can often be unpredictable. So how do you implement these regulations into face-to-face relationships This session will explore how King’s College London and King’s Health Partners has worked with fundraisers to make compliance practical, using some case studies of the successes and challenges that we have faced so far in implementing GDPR processes into our major gifts programme.

Joanna Carr, Head of Prospect Research, Kings College London

Practical Skills Track Great Central How to Map a Supporter Journey What are the steps supporters are taking to achieve their various goals? How do they feel as they proceed along these journeys? Where could you help? Mapping journeys is a useful way to highlight points at which an education institution might be able to help supporters and engage them in more ways.

Richard Sheahan, Principal Consultant, Customer and Digital Experience, Forrester

15:45 - 16:15 Refreshment Break Grand Lounge

16.15 - 17.15 Breakout Session 3

Research, Data & Analytics Track Ballroom Understanding the Role of Prospect Research in Major Donor Fundraising Nicola will present findings from a 2018 academic study which looked at the role of prospect research in higher education institutions across the UK. The findings shed light on unanswered questions relating to the way prospect research is viewed and utilised by major donor fundraisers, and if or how they believe it contributes to (or hinders) their work. Data from the study, the first of its kind in the UK, also shows how fundraisers and researchers work together, identifying typical barriers in the relationship but also showcasing examples of best practice in this area. The findings also show how prospect researchers are currently recording or measuring their contribution to fundraising, identifying common gaps in how we gather data which evidences the efficacy, compliancy and necessity of prospect research.

Nicola Williams, Research Director, Factary

Strategy & Planning Track Waverley What the Higher Education Donor Experience is Like in 2018 - According to you! We’ve be speaking to and surveying hundreds of development professionals like you about what it’s like working in higher education fundraising.

Aligned to the Institute of Fundraising’s Donor Experience Project, our qualitative and quantitative research has investigated what helps and hinders the delivery of outstanding donor experiences in universities. With a good understanding of our prevailing cultures, methods, and structures, along with knowledge of the challenges we face, our goal is to help the industry have better conversations about how to support change.

We’ll share with you an early preview of our findings from the Higher Education Donor Experience Research Project, prior to the publication of the full report in early 2019. We’ll challenge you to think about what a truly donor- centred higher education development office and programme could look like, and we’ll seek your views about the barriers we’ve identified to achieving this.

As a special request, we’re especially keen for our anonymous research participants to attend this session - it will give you an opportunity to see the early impact of your contributions.

Holly Palmer, Alumni & Supporter Experience Consultant, Holly Palmer Consulting Lee Durbin, Research and Insight Consultant, Holly Palmer Consulting Stephanie Miller, Operations and Supporter Engagement Manager, Edinburgh Napier University

Delivery Track Assembly How you can use Global Service Desk Best Practice to help Shape the Support you Deliver to your CRM Users Carla will introduce you to some of the concepts within a best practice standard in use by service desks across the world. She will leave you with ideas for how deliver a brilliant experience to your CRM users. Carla will share ideas for how to embed applicable concepts in a way that empowers you and your team to think of them as customers, to take ownership of their experience of working with you and ultimately transforming their relationship with your team. Carla Thornley, SDM, Customer Services, University of Oxford

Practical Skills Track Great Central Hidden From View: How Experience in the Back Office can Inform Fundraisers and what 24 Months on the Road can Teach a Development Services Professional How much does your personality type influence the type of role you have in your Development and Alumni Office? Do you confirm to a stereotype of a development services professional? Introvert / geek, detail focused, computer savvy, thriving on systems, procedures and rules and consistency. What about fundraisers- the gregarious superstars of the office who swan about, forget to update the database, don’t have enough meetings and claim all the glory when a gift is secured despite the fact you found the prospect in the first place. Sounds rubbish…? We all have the potential to be more computer savvy, or to be more superstar….This session is based on the experiences of Ben and Helen moving from office based roles to out on the road and aims to show you why your future career could be bolstered by understanding both perspectives.

Ben Armstrong, Deputy Director of Development, Corpus Christi Helen Duncan, Development Officer, Development and Alumni Relations, 16.15 - 17.15 Day 1 Closing Remarks by the Planning Committee Ballroom

17.30 - 19.00 Free time

19.00 Welcome Drinks Grand Lounge Sponsored by:

19.30 Dinner followed by Karaoke/Disco Ballroom

Thursday 8th November 2018 09.00 - 09.45 Breakfast roundtables – Pre-register to select one Ballroom

The Higher Education Donor Experience in 2019 and Beyond – Actions in the Short, Medium, and Long Term Holly Palmer, Alumni and Supporter Experience Consultant, Holly Palmer Consulting

Gift compliance / Fund spending Caroline S. Chang, Vice President, Advancement Strategies UC Innovation and Sarah Howes, Associate Director, Data and Analytics, University of Southampton

What’s it like to be in Campaign Sarah Baker, Head of Prospect Information and Analysis, University of Cambridge

Philanthropic and Research Grants Due Diligence Sarah Charlesworth, Philanthropic Due Diligence Manager, University of Cambridge and Rebecca Reid, Due Diligence Manager, University of Cambridge

GDPR Roundtable for confidential discussions about approaches Charlotte Dewhurst, Associate Director of Development (Systems), University of Oxford and Barry Skingle, Head of Information Services, University of Cambridge

Career Development for Development Services Professionals Jason Briggs, Director of Fundraising, Cavendish Cancer Care

Development Services Survey Yashraj Jain, Research Manager, CASE Europe and Chris Webber, Head of Campaign Operations, Royal Academy of Music

Advocating with Influence Joanna Carr, Head of Prospect Research, Kings College London

Gift Admin Sandra Jackson, Head of Development Services at and Chloe Chambers, Campaign Administrator, at the Royal Academy of Music

10.00 - 11.00 Plenary - What Next for UK Fundraising? Ballroom Join Jennie Moule in conversation with Chris Cox, Liesl Elder, James Johnston and Andy Reeher to hear their thoughts on the future of UK fundraising and the role of Development Services teams in future-proofing our organisations.

Chris Cox, Vice-Principal Philanthropy and Advancement and Executive Director of Development & Alumni, University of Edinburgh Liesl Elder, Chief Development Officer, University of Oxford James Johnston, Head of Development & Alumni Relations, Sheffield Hallam University Andy Reeher, Vice President and Head of Data Intelligence, Blackbaud

Hosted by: Jennie Moule, Founding Partner, Alveo Consulting Ltd

11.00 - 11.30 Refreshment Break Grand Lounge

11.30 - 12.15 Breakout Session 4

Research, Data & Analytics Track Ballroom PIM’s o’clock: Ingredients for a successful Prospect Information Management cocktail Do you want to learn how prospect management can shape and influence fundraising activity within your organisation? In this session we will discuss the different processes and highlight specific methodologies that can be used to improve fundraising activity. With key insights into portfolio reviews, moves management, pipeline and KPI’s, attendees will learn how to overcome challenges and streamline their activity, freeing up more time for proactive work.

Topics to be discussed will include: • Portfolio development • Solicitation cycles • Pipeline • Tracking progress against targets • Challenges

Anabela Ali, Prospect Manager, University of Cambridge Katie Green, Senior Prospect Information Analyst, University of Cambridge

Strategy & Planning Track Waverley Life after GDPR: Compliance, Cooperation and Getting Personal While GDPR caused endless problems for alumni and fundraising it also encouraged innovation. At Oxford, GDPR prompted a whole-scale rethink of their alumni and development communications and fundraising activity. Their comms activity has historically been highly dispersed, with limited coordination between the many different bodies engaging with alumni and supporters. At Glasgow, the alumni team and fundraisers were deeply concerned about how GDPR would affect their day-to-day data collection, whether at face-to-face meetings, events, or from third-party sources. They needed the confidence to know what to do.

In this session, we’ll look at how a cooperative response to GDPR has led to some real benefits at Oxford and Glasgow. Huw from Oxford will look at how tackling GDPR led them to adopt a more alumni/supporter-centric approach, how it has driven them to relook at their data, to better understand the different relationships they have with their supporters, and to tailor new engagement strategies. James from Glasgow will look at how they worked closely with their colleagues to deliver a user-friendly, supportive and compliant data collection handbook.

James Coleman, Database Manager, Development and Alumni Office, Dr Huw Hallam, Senior Data and Insights Officer, University of Oxford

Delivery Track Assembly Scholarships and other Awards: Implementing Change An open discussion about the challenges and successes of managing and stewarding a growing student awards programme. Please join us for a conversation about how new tools and technology can transform the management and administration of student awards (bursaries, scholarships and grants), build partnerships across campus, effectively engage students, and cultivate donors through dynamic impact reports. The session will include insights and some practical tips from Wesleyan University and also share findings from the recent survey of scholarship and stewardship management practices across the UK.

Marcy Herlihy, Director of Stewardship & Donor Relations, Wesleyan University Dan Keyworth, Director for Customer Engagement (International Markets Group), Blackbaud

Practical Skills Track Great Central How to get on Technical know-how and expertise are necessary but they’re not enough on their own. The focus for this practical session is on the essential soft skills and approaches needed to make the most of yourself: how you show up, winning the room, using your hormones (yes really!), personal and work presentation, saying no, managing up, and personal effectiveness. It’ll be a whirlwind tour of practical tips and tools to help you get on.

Jennie Moule, Founding Partner, Alveo Consulting Ltd

12:30 - 13:15 Breakout Session 5

Research, Data & Analytics Track Ballroom Using Data to Drive an Alumni Engagement Programme Mark knows data. He is that rare breed of HE development leader committed to the idea that evidence and analytics lead to a more effective programme, better supporter experience and greater institutional support. He has worked in small shops and big shops in the UK and North America with a common theme of developing high performance from an evidence-driven approach. In this session, Mark will talk about his vision for the use of information and provide case studies about how he has worked with his operations colleagues to introduce alumni engagement metrics and segmentation.

Mark Sollis, Vice-Principal, University Advancement,

Strategy & Planning Track Waverley Flying the Plane While Building the Engine How do you build and maintain delivery of fundraising and engagement programmes while operationalising strategies for transformational investment? In a society where philanthropy is becoming a primary source of income growth for Higher Education – hear the vision, examples of change and challenges involved in the Royal Academy of Music’s unique ongoing journey in building the engine room to transform into an attractive fundraising organisation, rather than just an institution with a bolt-on fundraising operation.

Chris Webber, Head of Campaign Operations, Royal Academy of Music Jen Macchia, Advancement Projects Manager, Royal Academy of Music

Delivery Track Assembly Legacy Administration and the Supporter Experience – How Effective Legacy Administration can Maximise the Value of this Income Stream and Win you new Supporters Using our very popular interactive learning format, this session will show you how effective legacy administration (the process of collecting in the money left to you in supporters’ wills) can boost your income, improve your forecasting, and even win new supporters for your institution. Full of practical advice and examples, helpful technical information and a wealth of background information, this session is a must for anyone who has been passed a legacy file and thought ‘what do I do with this?’

Matthew Lagden, CEO, Institute of Legacy Management

Practical Skills Track Great Central An Agile Events Team Agile is on rise across diverse industries. A methodology to help teams do more, higher quality work, quicker, it originated in software development but can be applied to many types of work. CRUK is leading the way in adapting Agile to help the charity take a user centred approach and be able to adapt better to change. Hear from Zanna Clarke, Senior Manager, High Value Events and Daniel Susser, Agile Coach, on how a pioneering collaboration could change the way we run events for the charity.

Zanna Clarke, Senior Manager, High Value Events, Cancer Research UK Daniel Susser, Agile Coach, Technology, Cancer Research UK

13.15 - 14.15 Networking Lunch Grand Lounge

14.15 - 15.00 Breakout Session 6

Research, Data & Analytics Track Ballroom Taking (Some of) the Pain out of Event Bios Time saved on administrative work is time gained for more rewarding activities, but how can you do this when you are already working at capacity and demands keep increasing? This session will cover how we used Microsoft Access and Raiser’s Edge to turn a task that could take days into something that can be done in minutes. We’ll explore how it made people think about how they did things and came up with new ideas that could be built in to make other processes faster, as well as how it improved relations between the Prospect Research, Major Gifts and Events teams.

Craig Rayner, Data and Reporting Analyst, The University of Manchester

Strategy & Planning Track Waverley Clarity, Consistency and Connection: How the Principles of Branding Apply to you, your team and everything you do How can you influence what people think and feel about you and your work? Brand expert Alex Scott will show the fundamentals of what a brand is and how it affects success, from our organisational reputation to our personal and professional relationships.

Alex Scott, Brand Consultant, Alexander Scott Consulting

Delivery Track Assembly Engaging with a Foundation

Richard Brabner, Director, UPP Foundation

Practical Skills Track Great Central Using Process Mapping to Clarify and Improve Your Systems Improve and increase the effectiveness of your organisation through process mapping! In this session we'll cover the basics of process mapping and find out how to use these tools in your own shop.

Caroline S. Chang, Vice President, Advancement Solutions UC Innovation

15.00 – 15.30 Conference Closing Remarks Ballroom

Charlotte Dewhurst, Associate Director of Development (Systems), University of Oxford Kate Brook, Director of Services, Development & Alumni, The University of Edinburgh

15.30 – 16.15 Surgery Session + Coffee to go