BEGIN:VCALENDAR
VERSION:2.0
METHOD:PUBLISH
CALSCALE:GREGORIAN
PRODID:-//WordPress - MECv7.32.0//EN
X-ORIGINAL-URL:https://the-nala.com/
X-WR-CALNAME:NALA
X-WR-CALDESC:
X-WR-TIMEZONE:UTC
BEGIN:VTIMEZONE
TZID:UTC
X-LIC-LOCATION:UTC
BEGIN:STANDARD
TZOFFSETFROM:+0000
TZOFFSETTO:+0000
TZNAME:UTC
DTSTART:20260728T142036
END:STANDARD
END:VTIMEZONE
REFRESH-INTERVAL;VALUE=DURATION:PT1H
X-PUBLISHED-TTL:PT1H
X-MS-OLK-FORCEINSPECTOROPEN:TRUE
BEGIN:VEVENT
CLASS:PUBLIC
UID:MEC-5d2c2cee8ab0b9a36bd1ed7196bd6c4a@the-nala.com
DTSTART;TZID=UTC:20250227T083000
DTEND;TZID=UTC:20250227T193000
DTSTAMP:20240819T170923Z
CREATED:20240819
LAST-MODIFIED:20250506
PRIORITY:5
SEQUENCE:54
TRANSP:OPAQUE
SUMMARY:ELA Member HUB Meeting – London, UK
DESCRIPTION:An informal networking event, created and delivered by the European Loyalty Association,  reserved for Loyalty and CRM professionals who are employed by brands and retailers.\nSharing day to day activities, pain points, successes and challenges with 80 of your peers is the only way to really benchmark your programs.  At this event, you’ll come away with new ideas and ways of working.    We present a highly stimulating and relevant agenda with insights into your world of Loyalty and CRM.  To conclude, an aperitif (or two) ! 🍸\nIf you are currently employed by a brand or retailer and manage a loyalty or CRM program, book your ticket now!  Participation is free for members of the European Loyalty Association who fall under this category.   Partnerships and commercial / business development professionals who also work for a brand / retailer will be required to purchase a ticket, even if they are an ELA member.\nWe can’t wait to see you in London!\nAgenda\n \n8:30 – Registration\n9:00 – Welcome note\n9:20 – Table introductions\n9:35 – UK Loyalty Trends Revealed: How the UK Stacks Up Against Global Insights in Loyalty Programmes. Speaker – Zsuzsa Kecsmar, Chief Strategy Officer and Co-founder, Antavo AI Loyalty Cloud \nJoin Loyalty Personality of the Year ’24, Zsuzsa Kecsmar – as she shares her company’s in-depth research into UK loyalty trends. Quoting findings from Antavo’s Global Customer Loyalty Report 2025, she explores how the local loyalty programmes fare in terms of satisfaction, budget allocation and ROI compared to the global average. In addition, Zsuzsa also explores areas of improvement and untapped potential -such as the UK lagging in AI adoption for loyalty management, or the UK buyer’s fondness for plastic cards over modern, digital solutions. Backing up her findings she is showcasing real-life case studies from innovative UK-based loyalty programmes.\n10:05 – Poundland Perks: Insights from Launching an App-Based Loyalty Revolution.  Speaker – Emma Collins, Head of Digital Loyalty and Engagement, Poundland & Dealz.  \nIn this keynote, Emma will dive into the journey behind launching Poundland Perks, Poundland’s app-based loyalty program that’s already achieved over 1 million downloads and 600,000 active users. From leveraging store trials to demonstrating bottom-line impact to colleagues, she’ll share the challenges, breakthroughs, and invaluable insights gained along the way. Whether you’re exploring digital-first loyalty solutions or enhancing your current program, this session offers practical advice and real-world learnings to help you innovate with confidence.  \n10:35 – Play Your Way to Loyalty.   Speaker – Simon Jeffs, Principal Marketing Strategist, Marigold\nLoyalty isn’t just about racking up points anymore—it’s about creating moments that matter. This keynote dives into how brands can make gamification something customers actually care about strengthening customer connections and loyalty. We’ll explore the psychology behind why people love games, how interactive experiences can build emotional connections, and why loyalty needs to go beyond discounts to deliver real value. Packed with examples of brands nailing it and practical tips to make it work for you, this session will leave you ready to level up your loyalty game.\n11: 05 – Coffee break\n11: 35 –  From Soul Searching to Soul Club: Lessons from Launching wagamama’s New Loyalty Program. Speakers – Rebecca Farrer, Director of Digital and Loyalty, wagamama and Mike Brinn, Managing Director Ireland / Global Loyalty Director, TLC Marketing\nWe’ll take you behind the scenes of the journey to launch wagamama’s soul club, a loyalty program that was as ambitious as it was soul-stirring. Share the toughest challenges they faced, the missteps they learned from, and the personal insights that transformed how the team approached this loyalty strategy. Whether you’re on the brink of launching a new program or are rethinking your approach, Rebecca will offer candid advice and practical takeaways to empower our audience at this pivotal crossroads. Expect an honest look at what it truly takes to turn an idea into a program with heart.  \n12: 05 – How Mobile Experiences are Turbo-Charging Loyalty. Speaker – Jake Sargent, Group Marketing Director, Apadmi\nWhy is mobile making such big waves in the world of loyalty? Leading European digital product consultancy Apadmi takes a look at how these powerful devices we keep in our pockets have become the ultimate enablers of loyalty.\nWith inherently more flexible, more immediate and more secure interactions, mobile is able to drive more loyal customer behaviour through both stand-alone brilliant experiences, or as part of a broader loyalty scheme.\nApadmi works with leading retailers like Asda, Co-op, Poundland and Domino’s and will be sharing examples from real-world projects as well as exclusive insights from the soon-to-launch 2025 Digital Loyalty Report where mobile is really making a difference.\n \n12:35 – Loyalty X Session. Forget about traditional Loyalty Programmes: Great Products, Personalised Experiences and Exceptional Service Are All You Need\nIn this 18-minute Loyalty X session, Amy Harman, Head of Customer Marketing at Hotel Chocolat, will challenge the need for traditional “points” loyalty programmes, sharing a perspective that exceptional products, brilliant experiences and a premium service can drive customer loyalty on their own. Drawing on her experience in the travel industry and at Hotel Chocolat, she’ll explore whether points and tiers are outdated in a world where brand, experience and product love reign supreme.\n13:05 – Lunch and networking\n14:05 – Keeping 16.5 Million Members Smiling: How Boots Uses Data, Tech, and Teams to Drive Loyalty. Speakers – Satvir Mundi, Director of Customer Marketing and Loyalty Strategy, Boots UK and Kirsty Chalk, Marketing & Member Acquisition Leader, IKEA\nHow does Boots leverage data and technology to personalise customer experiences at scale while maintaining trust and transparency? In this Q&A, Satvir will share insights into the tools, team structure, and KPIs driving their personalisation strategy. We’ll explore how they balance relevance with privacy, secure stakeholder buy-in, and navigate common pitfalls in personalisation. Plus, hear which brands are leading the way and what lessons can be learned when building a data-driven loyalty approach.\n14:35 – Gifting: The Hidden Gem for Loyalty Programmes. Speaker – James Malia, President – Europe, Prezzee\nGift cards aren’t just a quick fix—they’re a game-changer for loyalty programmes. In this session, James Malia, President of Prezzee Europe, will show how gifting can bring a fresh twist to your strategy by surprising, delighting, and connecting with your customers in meaningful ways that you hadn’t even thought of. \nIn his candid presentation, James will take us through an exploration of these powerful digital payment products and show how gift cards can:\n\nWin over new customers and keep them coming back\nBoost spending and reduce costs with smart incentives\nDrive consumer behaviour when you need it most\nLearn more about demographics and how they engage with your brand\nStrengthen Loyalty through the emotional power of gifting\n\nPacked with real examples and actionable tips, this talk will leave you inspired to make gift cards your secret weapon for loyalty success.\n15:05 – From Inbox to Instinct: The Cognitive Science of Getting Attention.  Speaker – Dr Ali Goode, Cognitive Scientist\nIn a world where your customers are bombarded with emails and marketing messages, how do you grab their attention, and make sure you are using the attention you get? This thought-provoking keynote dives into the fascinating cognitive science behind attention and sensory engagement. We’ll explore how the brain processes written words, why certain messages stick while others are ignored, and how fluent processing makes your brand memorable. From understanding how to use text efficiently, from a perfect one-liner might work to uncovering the role of storytelling in shaping loyalty, this session connects the dots between neuroscience, attention, and loyalty marketing. Discover how to not just capture attention but use it effectively to build deeper, lasting relationships with your customers.  \n15:35 – Coffee break\n16:00 – Loyalty Unleashed: Strategies for Creating Customer Experiences that Drive Engagement and Revenue.  Speaker – Alexandra Mocanu, Principal Customer Success Manager, Enterprise, Braze\nJoin us for an insightful session where we delve into the power of customer loyalty and its impact on brand success. We will explore real-world case studies showcasing effective loyalty strategies that not only win customer hearts but also boost revenue. Discover actionable takeaways that you can implement immediately to enhance your loyalty programs and create memorable customer experiences. Don’t miss this opportunity to learn how to turn loyalty into a competitive advantage for your brand!\n16:30 – Let’s Geek Out’ – An hour long deep dive into loyalty’s biggest challenges\n\n\n\n\n\nMeasuring ROI of Loyalty Programmes\nCross Channel Personalisation\nEnsuring Seamless Loyalty Transformation: From Launch to Success\nLoyalty Data and Opening up New Rev Streams\nTalent, Skills and Op model for the Modern Loyalty Scheme\nThe Silver Bullet that is CLV: Customer Lifetime value\nBuilding Successful Loyalty Partnerships\nDifferences in Loyalty Across Industries\nHow to Connect Loyalty into Broader Personalisation journeys\nThe Increasing Sophistication and Evolution of Personalised Offers\nRevitalising Legacy Loyalty Programmes\nRedefining Loyalty: Moving Beyond Points to Deeper Connections\nBeyond Discounts: Creative Ways to Reward Top Customers\nAI & Data: The Power Duo for Driving Loyalty and Revenue\n\n\n\n\n\n17:30 – Closing remarks\n17:45 – Networking drinks sponsor presentation\nSponsored by Cardlytics\n17:55 – Networking drinks – in the amazing Savage Garden Bar!\n19:30 – Event close\nSpeakers\n \n\n\n\n\n\nRebecca Farrer\nDirector of Digital and Loyalty\nwagamama\nRebecca Farrer is an experienced Director of Digital and Loyalty with over 25 years of expertise in marketing and digital transformation across high-profile leisure and hospitality brands. In her current role at wagamama, Rebecca has led the development and launch of the brand’s first-ever loyalty programme, driving customer engagement and retention. She has also held senior roles at SSP Group, PizzaExpress, and Alton Towers, consistently delivering impactful marketing strategies and driving brand growth.\n\n\nEmma Collins\nHead of Digital Loyalty and Engagement\nPoundland & Dealz\nA dynamic, results orientated director with a deep understanding of marketing, communications, digital transformation and deployment. Emma has spearheaded and landed Poundland’s most anticipated and complex transformation projects and is now embedding loyalty into its central commercial and operations planning process\n\n\nSatvir Mundi\nDirector of Customer marketing\nBoots UK\nWith over 16 years of expertise in CRM and data-driven marketing, Sat specialises in transforming customer engagement through data, loyalty, and actionable insights. Having led major transformation projects both client-side and agency-side across diverse industries, he bring unparalleled experience in overcoming marketing challenges and elevating companies’ marketing capabilities.\n\n\nJames Malia\nGlobal Chief Growth Officer & President\nEurope, Prezzee\nLeading Prezzee UK and Europe and delivering over £300M in sales this year, James Malia is passionate about promoting the Prezzee brand and ideology: that we can all use a little more Human Interaction and emotional connectivity in our everyday lives. Prezzee’s mission is to ignite human connections through remarkable digital gifting moments.\n\n\nKirsty Chalk\nMarketing & Member Acquisition Leader, IKEA\nGlobal Marketing and Member Acquisition Leader for rewards from IKEA Family. Responsible for creating and executing a launch campaign for 30 markets to announce, educate and engage existing and potential IKEA Family members with our newest benefit: rewards from IKEA Family.\n\n\nDr Ali Goode\nCognitive Scientist\nDr. Ali Goode has spent his career making psychological science accessible to marketers. As an academic psychologist, his research has included nonconscious memory and ad effectiveness, learning, attention and language. He pioneered the two-process model of decision-making and non-conscious (implicit) in ad memory testing worldwide, and has won over 25+ national and international awards.\n\n\nSimon Jeffs\nPrincipal Marketing Strategist\nMarigold\nSimon is an experienced consumer marketer specialising in developing effective one-to-one programmes and initiatives where quality consumer data is typically the common denominator for bringing concepts to life. Simon has many years of experience supporting client eCRM and loyalty projects, working in agency and supplier-side roles across various verticals, including travel, CPG, retail, pharma, automotive, and hospitality enterprises.\n\n\nZsuzsa Kecsmar\nChief Strategy Officer and Co-founder\nAntavo AI Loyalty Cloud\nZsuzsa has experienced Antavo grow from a startup into a market-leading, global scaleup for loyalty program technology. Zsuzsa was named Personality of the Year at the 2024 International Loyalty Awards and recognized as one of Forbes Europe’s top 100 female tech founders.\n\n\nAlexandra Mocanu\nPrincipal Customer Success Manager, Enterprise\nBraze\nAlexandra has over 9+ years of experience in social, email marketing, and omnichannel strategies, and brings a unique perspective to the ever-evolving martech landscape. Having a partnerships background has allowed her to work with a wide range of technologies and agencies, supporting customers from across the Retail, eComm, QSR, Travel, Media & Entertainment, and Finance industries . This exposure has instilled in her a profound appreciation for the importance of a unified cross-channel approach, recognizing that a cohesive strategy is essential for maximizing customer engagement and driving brand loyalty.\n\n\nAmy Harman\nHead of Customer Marketing\nHotel Chocolat\nAmy Harman is head of Customer Marketing at Hotel Chocolat where she leads her team to deliver unforgettable customer experiences through Hotel Chocolat’s direct customer touchpoints. Amy is a seasoned senior marketeer with 20 years’ global experience across a broad portfolio of brands and sectors including P&O Cruises, Virgin Atlantic, Ford Motor Company and Virgin Media.\n\n\nMike Brinn\nGlobal Loyalty Director\nTLC Worldwide\n\nWith over 20 years of experience in loyalty marketing, Mike believes that true brand loyalty is rooted in emotional connections. He argues that these connections are only formed when brands engage with customers in a personalised and positive way. Mike’s passion lies in crafting content that fosters these meaningful moments of engagement, ultimately creating lasting brand connections.\n\n\n\nJake Sargent\nGroup Marketing Director\nApadmi\n\nJake is a digital expert and leader with 20 years’ experience in delivering award-winning campaigns, digital strategy, content and platforms which solve customer and client challenges. He is Group Marketing Director at Apadmi, a fast-growing European digital product consultancy working with big brands to create brilliant mobile experiences which unlock business and customer value.\n\n\n\n\n\n\n\nSponsors and Supporters\n                                        \n                                        \n                                     \n                                  \n \nVenue and Savage Garden Bar \n \n  \n
URL:https://the-nala.com/events/ela-member-hub-meeting-london-uk/
ORGANIZER;CN=European Loyalty Association:MAILTO:hello@the-ela.org
CATEGORIES:Events
LOCATION:DoubleTree by Hilton London - Tower of London
ATTACH;FMTTYPE=image/jpeg:https://the-nala.com/wp-content/uploads/2025/01/ELA-London-HUB-Event-3.jpg
END:VEVENT
END:VCALENDAR