2019 Charity Retail Association brochure · Charity Retail Awards on the Tuesday evening. As usual...

2019 Charity Retail Conference and Exhibition Monday 24 June 2019 (evening) – Wednesday 26 June 2019

East Midlands Conference Centre, University of Nottingham, NG7 2RJ

#CharityRetail2019

Sponsored by:

2 | 2019 CHARITY RETAIL CONFERENCE AND EXHIBITION

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ContentsWelcome 3

Monday Meet-up 5

Get an Account Review 5

Conference Bursaries 5

Accommodation Options 6

Our Sponsors 7

Programme 8

Plenary Speakers 9

Focus Session Choices 10 – 17

Exhibitor Surgeries 18

Charity Retail Awards and WOW! Factor Awards 19

How to Book 20

2019 CHARITY RETAIL CONFERENCE AND EXHIBITION | 3

Welcome from the Chief ExecutiveTime for learning, time for meeting friends old and new, time for fun. Yes, it’s once again time for the Charity Retail Conference. At Conference you and 300 other delegates will have a chance to identify best practice, get lots of new ideas, meet up with colleagues and suppliers, and, let’s not forget, do lots of eating, drinking and celebrating at the exciting Charity Retail Awards on the Tuesday evening.

As usual at Conference, and as you can see in this brochure, there is a great diversity of workshops, speakers, exhibitors and delegates. Have a large chain of shops? Get insights from commercial retail experts and forecasters. Have a small chain? Learn how to grow your network and its profitability and get tips and tricks from those who know. Thinking about entering charity retail? Gain an understanding of the joys and pitfalls of getting involved in retail. Want to find some new suppliers and ideas? Visit our extensive and comprehensive trade exhibition.

Against a background of doom and gloom on the high street, charity retail has been more than holding its own – it’s been growing at a pace that is the envy of our commercial colleagues. But we must never be complacent and must always keep innovating and learning from our peers and each other. The Charity Retail Conference is the best opportunity of the year to do just that, and we look forward to welcoming you, or welcoming you back, to the East Midlands Conference Centre at the end of June. It’ll be great to see you.

Robin Osterley Chief Executive Charity Retail Association

Who attends the Charity Retail Conference?More than 300 charity delegates from more than 130 different charities, with roles including:

• Chief Executive • Retail Operations Manager

• Business Development • Regional Manager Manager

• Director of Trading • Area Manager

• Fundraising and • Shop Manager Marketing Manager

• Head of Retail

There really is something for everyone.

In 2018:

96% of delegates said that the conference had helped them to develop their charity’s retail strategy

97% of delegates said they would recommend attending the conference to a charity retailer

90% of delegates rated the quality of stands in the exhibition as good or excellent

87% of delegates rated the focus sessions as beneficial or extremely beneficial

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Monday Meet-up Included with the cost of your delegate ticket is entry to our Monday Meet-up. Taking place on Monday 24 June from 7pm – 9.30pm, there will be free food and drink accompanying extra networking and discussion.

This year the evening is sponsored by Charity Fleetcare who, working with Gone for Good, have been developing the technology platform to create ‘The Perfect Donor Journey’.

Development focus for 2018 and 2019 has been looking at GDPR compliance and removing any signs of paperwork from the van and van drivers. Also this year we are developing ways to integrate with your EPOS provider.

Simply indicate your attendance at the meet-up when you book your delegate ticket.

You may wish to book accommodation on the night of Monday 24 June, this will be an additional charge. See page 20 for details.

Charity Fleetcare are the UK’s only Charity Specialist Leasing and Technology provider working to find solutions for their clients. As well as our technology platforms we have supply contracts with some of the UK’s largest vehicle manufactures who have provided extra support for our charity clients.

Sponsored by:

Sponsored by:

Sponsored by:

Master eBay and online sellingAre you selling online or do you aspire to? During the conference, Shopiago staff will be on hand to provide advice and guidance on ecommerce best practice for charity retailers. Whether you’re new to online selling or you’re already an eBay veteran, the Shopiago team will help you to sell more, quicker, easier and at a higher average selling price on stands 34 and 35 in the Exhibition Hall.

Ten bursary places available for charities with five shops or fewer Our Conference Bursary scheme, sponsored by Kudos Software, offers financial support to smaller retail chains and hospices wishing to attend the conference.

Places are open to:

• Charities with five shops or fewer and who have not attended the conference before.

The bursary covers half the delegate fees and includes standard en-suite accommodation in student halls of residence; successful applicants will need to pay £199.50 plus VAT towards their place. Bursary winners are selected via an application process; one person per charity may apply. Application forms will be sent to eligible charities and can also be downloaded from our website.


Enhanced Catering Unlimited refreshments, located around the venue, on both days, as well as an enhanced catering package.

Sponsored by:


Accommodation OptionsThere is a choice of accommodation for 2019, depending on your requirements and budget (subject to availability). Accommodation is provided at cost:

• Standard accommodation – a single, en-suite room in student halls of residence: this is included with the cost of your two-day ticket

• Orchard Hotel – single occupancy in a double, en-suite room in the Orchard Hotel, next to East Midlands Conference Centre: this is an additional £26.50 plus VAT

• Jubilee Conference Centre – single occupancy in a double, en-suite room, about 15 minutes from East Midlands Conference Centre: this is an additional £20.50 plus VAT.

Anyone wishing to source their own accommodation should book a non-residential ticket. Alternative accommodation nearby: Holiday Inn Nottingham, Premier Inn Nottingham Castle Marina, and Travelodge Nottingham Wollaton Park.


Our SponsorsWe are delighted to be working with some fantastic sponsors and exhibitors in 2019.

Headline Sponsors

Charity Retail Awards Bursaries Delegate Bag

WOW! Factor Awards Monday Meet-up Catering

Passport Delegate Gift and Spot Prizes Lanyard

Pad and Pen Registration


Monday 24 June 20197pm – 9.30pm Monday Meet-up Atrium

Tuesday 25 June 20199am Exhibition opens - refreshments served Exhibition Hall and Concourse

9am – 11am Registration Atrium

11am Conference opens – welcome address Conference Theatre Anne Webb, Chair and Robin Osterley, Chief Executive, Charity Retail Association

11.15am – 11.30am Plenary One – Retail trends and how retailers globally are adapting Conference Theatre Gal Shivtiel, Managing Director, GIG Retail

11.30am – 12.30pm Focus Session A Various rooms

12.30pm – 1.30pm Lunch in exhibition area Exhibition Hall and Concourse

1.30pm – 2.30pm Focus Session B Various rooms

2.30pm – 3.15pm Refreshments in exhibition area Exhibition Hall and Concourse

3.15pm – 4.15pm Focus Session C Various rooms

4.15pm – 5pm Exhibition Exhibition Hall and Concourse

4.20pm – 4.50pm Exhibitor Surgeries Various rooms

From 6pm Coaches will run from EMCC to Colwick Hall from 6pm – 7.30pm Outside EMCC

6.30pm – 8pm Drinks reception Colwick Hall

8pm – 10pm Awards Dinner followed by presentation of the Colwick Hall Charity Retail Awards, featuring comedian Paul Sinha

10.30pm – 12.30am Disco, drinks and socialising. Bar open Colwick Hall

Coaches will run from Colwick Hall back to EMCC and the various accommodation blocks from 10.30pm – 12.30am*

Wednesday 26 June 20198am Exhibition opens Exhibition Hall and Concourse WOW! Voting closes at 9.30am

9.30am – 10.30am Focus Session D Various rooms

10.30am – 11.15am Raising the bar for charity retail Conference Theatre

11.15am – 12noon Refreshments in exhibition area Exhibition Hall and Concourse Announcement of WOW! Factor Award winners at 11.45am

12noon – 1pm Focus Session E: Panel Session Conference Theatre

1pm – 1.20pm Plenary Two – Retail innovation in a community-based organisation Jane-Claire Judson, Chief Executive, Chest Heart & Stroke Scotland Conference Theatre

1.20pm - 1.25pm Final questions and announcement of Prize Draw winners Conference Theatre

1.25pm - 1.30pm Closing remarks by Anne Webb, Chair, Charity Retail Association Conference Theatre

1.30pm - 2.30pm Conference closes Exhibition Hall and Concourse Networking lunch served

Programme

*Travel is not included as part of the package but any travel provided by the Charity Retail Association is free of charge.


Plenary Speakers

Gal Shivtiel, Managing Director, GIG RetailGal Shivtiel is Managing Director of GIG Retail, a boutique retail agency based in Leeds, and Melbourne, Australia.

GIG Retail are a team of retail experts that work across various business sectors – including retail strategy; retail media sales and campaign planning; digital and e-commerce; shopper and brand marketing as well as customer insights and analytics.

Having worked in the retail industry in Europe, Australia, Asia and the US for many years at some of the world’s leading retailers including the Co-op, Asda, Walmart and Coles Australia - Gal decided to set up GIG (or Great Ideas Group!) back in 2009.

Their first client was Walmart, and Gal spent many years within the Walmart China business as a consultant sitting on the company trading board, looking after their Head Office and regional marketing teams.

Since then, GIG have continued to work with retailers and brands round the world, focused on delivering strategies that help them get closer to their customers. In short, delivering Great Ideas that produce Great Results.

Outside of work, Gal enjoys spending as much time as he can with a number of his favourite Fs: Family, Friends, Food, Fitness, Flying and having lots of Fun.

Jane-Claire Judson, Chief Executive, Chest Heart & Stroke ScotlandJane-Claire Judson is currently the Chief Executive of Chest Heart & Stroke Scotland, a Scottish health charity that delivers services across Scotland and campaigns to ensure there is No Life Half Lived as a result of chest, heart and stroke conditions.

After graduating from the University of Dundee in 2000 with an MA Hons in English Literature and Contemporary European Studies, Jane-Claire held corporate, policy and public affairs roles at the Scottish Funding Council, the National Union of Students in Scotland and the Scottish Parliament.

She became the National Director Scotland for Diabetes UK in 2009, alongside Board positions with Volunteer Scotland and the Association of Chief Officers of Scottish Voluntary Organisations. In 2017 Jane-Claire was appointed by the Scottish Parliament as one of Scotland’s four Human Rights Commissioners and is also a member of the Board of NHS Health Scotland.

She holds an MBA and is a Health Foundation Generation Q Fellow. Key interests include the intersection between health and realising human rights, improving health through the application of evidence based quality improvement, and supporting women leaders in the workplace.

Jane-Claire is still a regular customer of CHSS shops before she joined the charity, often wearing CHSS sourced outfits for work and public events – and integrating retail knowledge with service delivery expertise was a key attraction in joining CHSS.

ExhibitionWe have a wide range of companies for you to visit in the Exhibition. Please visit them to see all they have to offer and get your hands on some freebies and win some prizes. It’s a great opportunity to speak to suppliers and service providers for charity retail all in one place.


A1: Training Engaging 21st century volunteers WORKSHOP Rob Jackson, Rob Jackson Consulting Ltd

Volunteering is changing. Traditional approaches to getting and keeping volunteers are becoming less effective. Why? What can we do about it? This session will give some answers and help you adapt your approach.

Session outcomes:• An understanding of why the way people want to volunteer is changing• Insights into how organisations are starting to respond to these changes• Ideas and inspiration for making changes to your approach to volunteer engagement.

A2: Brand and Marketing Shop look flair: the visuals of charity retail WORKSHOP Harriet Webster, Valley CiDS – Lighthouse Shops

This interactive and practical session will be engaging, informative, and most of all fun, exploring the varied visual aspects of charity versus mainstream retail. Topic areas will include: effective visual merchandising techniques from product placement to quirky outfit building; Rotation and movement around shops along with the key areas required to create top notch displays; Thinking about colours, theming, and height plus much more. Come along for the journey and learn to create some innovative displays at this workshop.

Session outcomes:

A3: Strategy Retail trends: past and future MASTERCLASS Jo Gilbey and Zarine Manekshaw, BDO LLP

UK retail yet again was heavily impacted by uncertainty in 2018, driven by fast evolving shopping behaviours, falling disposable income, and economic uncertainty from the looming exit from the EU. We will be examining the events of 2018 and exploring how retailers can remain relevant and competitive in an extremely challenging retail environment.

Session outcomes:

A4: Operations How to open a shop WORKSHOP Heidi Rose, Oxfam

This session will explore the step-by-step process of acquiring a new shop, from deciding which towns to open in and what format through to the actual acquisition and then getting ready to trade. Case studies from successful shops will help delegates to understand how you can expand and enhance your existing shop portfolio.

Session outcomes:• Understand the process of opening a new shop• Understand the key issues that can arise and how to troubleshoot them• Learn about a model for expanding shops efficiently

Focus SessionsThere are four one-hour focus sessions that must be booked in advance. Each has clear outcomes so you know what to expect. Sessions are categorised by theme and by who they are most suitable for; this is only a guide and you are free to book any session (subject to availability).

We have asked the speaker to categorise the style of session they are delivering, as we understand people respond better to different learning environments. There are three to choose from:• MASTERCLASS: imparting high level knowledge and expertise• WORKSHOP: mixture of both practical elements and learning• DISCUSSION GROUP: facilitated discussion from the audience around a topic.

Focus Session A: Tuesday 25 June, 11.30am – 12.30pm

Key:

Large and national retail chains Small and Medium charity retailers Senior Managers and Key Decision Makers

Frontline Staff, Shop Managers, Area Manager Suitable for All

• The importance of visual merchandising within charity retail and why• How to create that real WOW factor with no extra cost• Facts and figures of comparisons between the good and the bad and

how this effects your business

• How to diversify and think outside of the box• Effective training ideas for your staff.

• Headline retail trends from 2018 • Where members can expect the retail sector/high street to be heading

• What major upcoming changes need to be considered and planned for• Tax considerations in charity retail.


A5: People Management Next session at 1.30pm.

A6: PolicyCouncil waste charges and charity retail WORKSHOP Matt Kelcher, Charity Retail Association

Many charity retailers report that their local authority has imposed new charges on them to dispose of the small amount of donated waste that they cannot sell. But the government says all of this waste should be exempt from charges. So, how are councils able to do this and what can you do about it when they do? Come along to our focus session to find out.

Session outcomes:• Understand the legal picture around council waste charges on charity shops• Understand which types of councils are most likely to charge• Understand what you can do about it when you get charged.

A7: Community Environmental sustainability and charity retail WORKSHOP Fergus Rolfe, Fit for the Future Network

From reducing operating costs to future-proofing your buildings, environmental sustainability is good for business. Due to the increasing impacts of a changing climate, it’s also essential for a sustainable future. But how do you identify opportunities, find the best practical solutions, and implement them? This session will demonstrate the power of networking and collaboration in achieving these aims. You’ll share challenges, ambitions and successes with peers and realise how much can be achieved by working together.

Session outcomes:• Understand the benefits of networking (connecting and working) with other organisations in environmental sustainability projects• Identify what you want and can offer in networking • Be aware of the mechanisms and support available to facilitate networking in environmental sustainability projects• Become aware of environmental sustainability work already undertaken by similar organisations and the range of potential solutions and

benefits.

A8: On the Shop Floor How to make shopping more fun DISCUSSION GROUP Jay Hogarty, Chest Heart & Stroke Scotland

This is an interactive session which will explore the new positioning of charity retail on the high street. If high streets are less busy and charity retail is more competitive then what drives customers into your shop? How do you create an emotional connection with the customer? How do you provide an experience that is engaging? We will discuss our experiences and let you share yours in this fun forum.

Session outcomes:• Understand the positioning of charity retail on the high street• Share feedback and experience of providing an engaging experience in shops• Explore how to create an emotional connection with passers-by and customers.

A9: Digital and Technology AI in retail MASTERCLASS Laura Stevenson, Faculty

AI is the most important technology of our time. While its full potential might not be realised until well into the future, the latest machine learning algorithms are making progress on problems that are significantly impacting the retail industry.

This session will provide an introduction for charity retailers to the key concepts and techniques of machine learning and AI – and how they can be applied to retail scenarios with examples.

Learnings• What is AI and machine learning• What is and isn’t possible with AI• See how machine learning can be used in different retail scenarios

A10: Essentials Next session at 1.30pm.


Focus Sessions

Focus Session B: Tuesday 25 June, 1.30pm – 2.30pm

B1: TrainingNext session at 3.15pm.

B2: Brand and MarketingHow to enhance and explain your charity brand in a retail context WORKSHOP Jayne Cartwright, The Charity Retail Consultancy

Everything we thought we knew about retail is shifting, evolving, and becoming more competitive. So it’s more important than ever to create a strong charity retail brand that differentiates your charity, your products and your ethos. This engaging and insightful session is led by charity retail expert, Jayne Cartwright. You will understand the key branding implications for your charity shops, and you will be up to speed with and can maximise the intrinsic value of charity retail brand to your colleagues and your current and future customers.

Session outcomes:• Fully understand the key branding trends in commercial retail and why they’re so important• Find out more about how charity retailers are embracing these changes • Plan how you can use your charity brand to future-proof your shops.

B3: StrategyWhen charity retail goes wrong WORKSHOP Paula Martin, Cornwall Air Ambulance Trust

Three years ago, our charity retail fundraising went wrong. After two years of chasing opportunities to open more shops, the year-end financial outturn was very poor, at the lowest possible benchmark for ROI. Trustees tasked the Senior Leadership Team with turning things around, and quickly, and this is our story about what happened next. As we share this, delegates will be able to discuss in pairs what they might have done to solve each problem in the process.

Session outcomes:• Learn poor performing shops is not uncommon• See a case study for one approach to downsizing your shops • Understand how we approached the process• Review and comment on the Board level engagement in the process• Ideas for improving your retail fundraising contribution to the cause.

B4: OperationsCommercialising charity retail MASTERCLASS David Brinson, Royal Trinity Hospice

In these difficult times for the high street, the sector needs to become more commercially focused and this means looking at shop operations and the overall business in a different way. What should you be focusing on and what’s a nice idea but maybe not the best use of resources? This session will discuss how to understand and maximise the best return from your shops.

Session outcomes:• How to make your business more commercially focused• What the key drivers of a successful charity retailer are• How to measure the effectiveness of your business.

B5: People ManagementUpskilling and motivating your people DISCUSSION GROUP Carolyn Clethro and Bernie Pugsley, Cancer Research UK

In our ever-changing workplace, employees need to adapt and continuously learn new skills and organisations need to build and develop their people to meet current and future goals and ambitions. The acquisition of these skills is also a crucial element in both employee engagement and retention. In this session we will share and discuss top tips and best practice.

Session outcomes:• Understand the value and benefits that upskilling employees can bring to the charity retail sector• Understand different methods for upskilling your people• Through discussion, explore and share examples and benefits of upskilling and developing their people.

Key: Large and national retail chains Small and Medium charity retailers Senior Managers and Key Decision Makers Frontline Staff, Shop Managers, Area Manager Suitable for All


B6: PolicyBrexit: what does charity retail need to know? WORKSHOP Ben Westerman, NCVO

The UK is set to leave the EU on 29 March 2019. This session will consider the implications of Brexit on the charity sector as a whole and then more specifically at charity retail to help your organisation understand and prepare for the short, medium, and longer term impacts of Brexit.

Session outcomes:• Awareness of impacts of Brexit on charity sector• Possible actions organisations can take• Clarity over future issues/themes for the sector.

B7: CommunityThe importance of a healthy high street DISCUSSION GROUP Jeff Moody, British Independent Retailers Association

This session will discuss changes that are happening in the retail marketplace for independent retailers and ways bira are working together with other interested parties in growing the opportunities for existing and new retailers to compete in an ever changing and technology driven environment. He will highlight the ways in which retailers working together can achieve outstanding results in reducing their costs to business and how embracing the digital era is allowing independents to grow business.

Session outcomes:• Opportunities afforded by social media• Importance of working together to influence supplier and Government strategies• Working jointly with other retailers in your High Street.

B8: On the Shop FloorStaying safe in charity shops: practical guidance MASTERCLASS Mike Bluestone, Corps Security

Explore and understand the risks, threats and vulnerabilities facing shop managers and operators at all levels in the charity retail sector. Use people, physical, and electronic security solutions to achieve optimum results and implement effective security policies and procedures. Cope with shoplifters, emergencies, and contingencies, lone worker protection. Hear how to sustain a friendly but secure charity retail environment in that staff, volunteers, and customers feel safe and welcome.

Session outcomes:• Awareness and understanding of the threats, risks and vulnerabilities in a charity retail environment• Deriving the optimum benefits from the security assets available• Knowing how to cope with shoplifters, emergencies and contingencies • How to provide added protection for lone worker scenarios.

B9: Digital and TechnologyNext session at 3.15pm.

B10: EssentialsThe difference between profit and loss WORKSHOP Gillian Gibbon and Adrian Burton, Auditel

With increasing challenges in generating income, ensuring that your overheads are tightly controlled and that you are receiving very best value on all your procurement decisions can be the difference between profit and loss.

Session outcomes:• Examine all the key overheads incurred by charity shops • Outline the major challenges in each market sector• Give advice on what you can do to mitigate each cost area and• Demonstrate with case studies the results you could achieve.


Focus Sessions

Focus Session C: Tuesday 25 June, 3.15pm – 4.15pm

C1: TrainingEquality and diversity WORKSHOP Challenge Consultancy

This session discusses the benefits of inclusive practice in the charity sector and introduces unconscious bias theory. Participants will leave with an action plan for increasing diversity and inclusion in their organisation.

Session outcomes:• Recognise the benefits of equality, diversity and inclusion in your sector• Identify unconscious bias in your workplace• Understand fair recruitment practices with regards to equality, diversity and inclusion• Build an action plan for creating inclusive workplace practices.

C2: Brand and MarketingNext session Wednesday 9.30am.

C3: StrategyWhat can be learnt from the changing world of food retail Peter Batt, Divisional Managing Director, Co-op Food

In the changing world of retail and following Brexit an interactive session providing some focus on how retailers can proactively prepare for 2020. The session will promote discussion on the changing shopping choices of consumers and provide information as to how your organisation can benefit from developing trends.

Session outcomes:• The importance of community in the retail sector • Progression of digital and IT• How you don’t have to be biggest to be the best • How to utilize your retail space

C4: OperationsFleet management for the charity sector WORKSHOP Speaker TBC

A session on effective fleet management, roles and responsibilities. It will consider how to use technology to support fleet operations, fleet risk reduction, as well as consider current fleet regulations and future changes in fleet and van regulation. You should come away knowing the benefits of effective fleet management.

Session outcomes:• What is fleet management? • Who has fleet responsibilities?• Fleet regulations and what to be aware of • Fleet risk management and identifying fleet risk • The benefits of effective fleet management.

C5: People ManagementChanging the culture of the charity WORKSHOP Wayne Stepney, St Catherine’s Hospice Crawley, West Sussex

The session will give an overview of how we have integrated the Trading Team to the hospice and challenges we faced around implementing the change of culture. It encourages a change in mind-set from “I just work /volunteer for charity shop” to “I work/volunteer for a hospice providing end of life care when life comes full circle”. The session will also look at how we have translated the CQC standards to make them relevant to our Trading Team.

Session outcomes:• Changing Culture• Trading Version of CQC standards: Safe/Customer Service/Responsive/Effective/Well-Led• Buddy systems• Living our value ‘We Are Connected’• Empowering shops to make decisions.



C6: PolicySafeguarding in charity retail WORKSHOP Richard Macmillan, British Heart Foundation

This session will provide an overview and update on the current law for safeguarding in charity retail. What are your legal responsibilities for young people and vulnerable adults? Where are the existing confusions and contradictions? Keep up to date with this insightful look into an issue at the forefront of many charity retailers’ minds.

Session outcomes:• A high level understanding of the law on safeguarding• An overview of the BHF’s approach to safeguarding in its retail division• An understanding of the challenges/issues around safeguarding that charity retailers face.

C7: CommunityUpdating britain’s wardrobes sustainably WORKSHOP Enedina Columbano, TRAID

Data suggests that UK consumers purchase the greatest quantity of new clothing per person in the EU. Every week, millions of items of clothing are thrown into the bins of UK householders. The over-consumption of clothes in the UK plays a significant role in worsening the main environmental challenges that we face: from climate change to the depletion of vital natural resources, from air pollution to waste management. Learn how TRAID’s charity shops have played a key role in promoting a positive approach to creating a culture of re-use, challenging some of the negative perceptions around second-hand clothes.

Session outcomes: • The key role that second-hand clothes play in reducing carbon, water and waste footprints• How to maximise the potential for charity shops to contribute towards raising awareness of your organisation‘s charitable objectives• How to bring your charity shop staff and volunteers on board so that they feel motivated to be enthusiastic champions.

C8: On the Shop FloorNext session Wednesday 9.30am.

C9: Digital and TechnologyMoving to a ‘less-cash’ society WORKSHOP David Fagleman, Cash Services UK

Technology is changing the way we pay. The rise of card, contactless and mobile payments has led to consumers using cash less for day-to-day transitions and businesses and charities investing in new ways to accept payments and donations. But what will tomorrow’s technology look like? How will we pay in 2030? Are we really moving to a ‘cashless society’? This session will provide an overview of the changing payments landscape and explore how it could look in the next 10-15 years.

Session outcomes:• The drivers behind consumer payment behaviour • How the UK payments landscape could look in 2030• The future role for physical money• The impact of a cashless or ‘less-cash’ society on charity donations.

C10: EssentialsHow to grow a new goods offering WORKSHOP Lindsey Davis and Rhian Timms, Cats Protection

This session will be exploring the different new goods product offerings that are successful within a charity shop environment. We will discuss what works well and what are the key elements that our customers are looking for when purchasing new goods. Through demonstrating examples and successes, this session will cover how new goods are managed and supported, how to grow a new product offering and the sustainability of our product development with 3rd parties.

Session outcomes:• New avenue of income • Identify areas of growth• What to introduce as ‘core’ lines• Understanding the collaboration between new goods and donated• Importance of selling the right new goods within a charity shop.


Focus Sessions

Focus Session D: Wednesday 26 June, 9.30am – 10.30am

D1: TrainingRetail gift aid: training and compliance WORKSHOP Sonia Fletcher, Eproductive

The session will provide retail managers with knowledge of operating Retail Gift Aid to enable them to train their shop managers and volunteers, and ensure ongoing compliance. There will be a focus on HMRC, agency law and GDPR rules as well as what should be included in internal audits. Practical advice on dealing with common problems found during audits will follow with a chance for the audience to share their own experiences.

Session outcomes:• A clear understanding of HMRC and GDPR requirements in operating Retail Gift Aid• Practical advice on making sure shop staff and volunteers have the right level of knowledge• An opportunity to learn from best practice from other charities.

D2: Brand and MarketingRemaining relevant on the high street MASTERCLASS Jerome Saint-Marc, wilko

This session will cover the latest trends and challenges of high street retailing with a particular focus on how to differentiate in the mind of our customers in a very crowded retail landscape.

Session outcomes:• A better understanding of the macro trends and how to leverage them• A set of tools that can be effective in solving some of our retail challenges• A deep case study of how wilko face into the problem.

D3: StrategyCharity retail: five years on DISCUSSION GROUP Robin Osterley, Charity Retail Association

A session to explore what charity retail might look like in a 5-10 year time horizon.

Session outcomes:• Meet the newly formed Charity Retail Association Future Group• Understand your and others’ views on the future• Gain some exciting new ideas about strategy and new horizons.

D4: OperationsIf you build them, will they come? WORKSHOP Caroline Peach, St Barnabas Lincolnshire Hospice

Do you run a small chain of charity shops but dream of expanding your retail empire? This session focuses on issues small retail operations often face, and offers strategies and insights to put in place to successfully grow your charity shop portfolio. Focusing on lessons learned, pitfalls to avoid, advice to succeed, and have fun along the way.

Session outcomes:• Understanding of challenges small charity retailers face and how they can be overcome• What to be aware of when looking to expand a charity shop chain• Practical advice and strategies to put in place to achieve the best outcome for growth.

D5: People ManagementSessions on Tuesday.



D6: PolicySessions on Tuesday.

D7: CommunityDo charity shops have untapped potential as campaign hubs? WORKSHOP CLIC Sargent

At CLIC Sargent we wanted to engage more staff supporters and volunteers in our campaigning work. How could we get the message out there and influence decision-makers? We came up with a plan of using our charity shops as campaign hubs. At this session you’ll hear from a shop manager, public affairs officer and volunteer on how our plan came together, different approaches that different shops took and what the impact was. Hands up though, we didn’t get it all right; we’ll also talk about what we’ve learnt and what we would do differently next time.

Session outcomes: • Understand how charity shops can fit with an organisational strategy of campaigning and making change happen• Understand the impact of campaigning in charity shops on staff, volunteers, supporters, customers and decision-makers• Learn the key elements of charity shop campaigning and what is needed to make it happen• Understand the potential pitfalls of the approach.

D8: On the Shop FloorKeeping it positive: why charity retail can be a positive force in a declining high street WORKSHOP Lesley Gorton, DEBRA

Exploring the current situation in the High Street and how charity retailers can take positives from the current situation. Primark have no online presence; they have faith in the traditional retail model – so should we.

Session outcomes:• Positive message: it is not all doom and gloom• Practical advice as to how to expand your chain in a declining High Street model• How to take advantage of reduced rents and temporary shops• How to maintain your margins in this environment• How to attract customers away from online sales.

D9: Digital and TechnologyeBay on a shoe string WORKSHOP Jo Hindle and Sara Gallagher, Bath Cats and Dogs Home

Targeted at charities looking to get started, this hands-on eBay focus session provides an introduction to eBay. Based around starting, operating and successfully executing a smaller sized eBay business, with limited resources. This session delivers insight and practical, honest advice on how we have grown our own, small charity eBay operation, from zero to hero. Expect some interactive learning as we show you how to get started and develop your ecommerce operation.

Session outcomes: • Insight into our own successful but small eBay operation• How easy is it getting started with eBay?• How easy is it to list on eBay: the keys to selling• Growing whilst working on a tight budget – how? (including some financial information e.g. expected profit margins)• Pitfalls and problem solving.

D10: EssentialsGDPR: one year in MASTERCLASS Richard Sisson, Information Commissioner’s Office

The focus of the session will be to outline the issues that impact upon the charity retail sector. It will cover the parts of GDPR most relevant for attendees to be aware of and the ICO’s view on these. The session will also provide an overview of what has happened in the first year of GDPR.

Session outcomes:• What parts of the GDPR they should pay particular attention to• How to improve compliance with GDPR where needed• What has happened in the first year of GDPR implementation?


Exhibitor SurgeriesExhibitors will deliver a range of insightful surgeries on Tuesday afternoon. You can book onto one of these sessions from 4.20pm – 4.50pm (subject to availability).

Keeping books out of landfill – Better World Books (group session)This surgery discusses how working with Better World Books can make a real difference to peoples’ lives, both for literacy and the environment. Our free collection service ensures we make a positive impact as we guarantee that not a single book is sent to landfill. This sustainable supply chain means that books we collect are loved for longer, to be read and enjoyed multiple times over, whether by our multiple re-sale platforms or via our global donation programme.

Don’t just take our word for it – Eproductive (group session on their stand)If you are considering upgrading to an EPOS solution, or changing from your current one, then this surgery is your chance to talk to colleagues from other charities that have gone through the experience of both. Heads of Retail will be on our stand to talk about all aspects of implementing EPR Touch including the business case, functionality, the rollout and support and critically how the solution has performed.

Sell electricals easily – First Stop Safety (group session on their stand)By attending this surgery delegates will hear how accepting and selling electrical items in charity shops significantly increases the charity income and footfall. We will dispel the myths about PAT testing and explain how straightforward it is to start accepting and selling electrical goods in your shops, and what the costs are. There will be a hands on PAT testing demonstration, and a question and answer session afterwards.

Tools to make online trading work for you – Kudos Software (group session)Online trading has unique challenges; presenting items for sale, key words to generate interest, dispatching the right item, getting Gift Aid and running this whole process efficiently. Kudos has experience in solving these problems for customers both in, and out of, the charity sector. We will share with you: how to track each item efficiently for retail gift aid and dispatch and simple processes for listing items on your website and eBay. Plus, business intelligence to give you information on what’s selling and what’s not, as well as which shops are sharing valuable / unique items for online sales.

Maximising your profits through effective EPOS data analysis – Lodge Service UK (group session)An introduction to the ‘Transpeye’ software solution which allows you to quickly identify areas of potential point of sale concern, including excessive voids and refunds and incorrect processing of Gift Aid sales.

Raising funds for your charity from donations and legacies – McClure Solicitors (group session)Our model is unique. We promote Free Wills for a donation for a charity of the client’s choice – all year round. We support our charity partners with shops to promote the Free Will Service. We do this by providing marketing materials, such as window posters, in-shop leaflet dispensers, and staff training. For every 20 visitors who make an appointment, a charity can expect approximately £1,400 in donations, £200 in Gift Aid and £120,000 in pledged legacies.

Retail design – Shop Fittings Manchester (group session)An interactive workshop on how we can adapt mainstream retail trends and apply them to charity retail to create a brand lead experience maximising profit and brand loyalty.

How to get online, sell more for higher prices at a lower cost – Shopiago (group session)Top ten techniques to exploit online sales channels including eBay, Amazon, Etsy, and your web store to reach more customers, make more sales and attract more repeat business.


Charity Retail Awards 2019We’ll be returning to Colwick Hall in Nottingham on Tuesday 25 June 2019 to celebrate the incredible achievements of our sector. It will bring together everyone: from volunteers, staff, and suppliers, all under one roof for one night only in the charity retail calendar, so we hope to see you there for a stunning evening of inspiring stories, entertainment and fun.

This year’s Charity Retail Awards will be hosted by Paul Sinha, a comedian, published writer, former doctor and well-known TV personality. He appears as a ‘chaser’ on ITV’s popular quiz show The Chase (where Paul is known as ‘The Sinnerman’). An Edinburgh comedy award nominee, he is frequently heard on Radio 4 and 5Live displaying his knowledge, passion and wit on current affairs and sport (especially cricket and football) along with everything else.

Closing date for nominations: 1 April 2019 For more information about our awards, go to www.charityretail.org.uk/awards

WOW! Factor Awards 2019These awards are made for Best Shop Window and Best Shop Interior. They both recognise the huge amount of talent and creativity that goes into visual merchandising in charity retail.

Winners of the WOW! Factor Awards are announced on the second day of Conference after all attendees have voted online at www.charityretailawards.com

Sponsored by:

Sponsored by:

2018 Best Shop Window: Cats Protection, Bristol

2018 Best Shop Interior: The Air Ambulance Service, Stow-on-the-Wold


How to BookTo book, please follow the link: http://delegates.eventprouk.com/login.php?msg=Logged+Out&

Your delegate type will always be ‘delegate’ unless you have been previously informed to register as an alternative. If you have trouble viewing the page, try adjusting your internet browser. Please ensure you press confirm at the end of the registration process, this will finalise the registration. Once this is done you will receive an email to the address you provided. If you do not receive an email within 24 hours, please contact Eventpro UK using the details below.

User: CHARITY19 Password: RETAIL

Eventpro UK Limited Telephone: 01509 610 452 Email: [email protected]

Conference and Exhibition (Tuesday accommodation only) Tickets Cost

Member residential ticket £399 plus VAT

Member non-residential ticket £351 plus VAT

Non-member residential ticket £699 plus VAT

Non-member non-residential ticket £651 plus VAT

If you wish to book Monday night accommodation, the accommodation prices are:

Monday Night Accommodation Tickets Cost

Monday Bed and Breakfast, Student Halls £51 plus VAT

Monday Bed and Breakfast, Orchard Hotel £77.50 plus VAT

If you wish to upgrade from our standard, en-suite room in student halls of residence, the prices are:

Tuesday Night Accommodation Upgrade Cost

Orchard Hotel, single occupancy £26.50 plus VAT

Jubilee Conference Centre, single occupancy £20.50 plus VAT

Monday Meet-upWe are running an additional free event on Monday evening where you can network with colleagues and peers alike over drinks and a buffet meal. See page five for further details.

There will be a photographer at the event; the pictures taken may be used in our promotional materials. If you do not wish to have your photograph taken, make it known to the photographer on the day. Details of our privacy policy can be found on our website.

Details of our cancellation policy can be found at www.charityretail.org.uk

Charity Retail Association 4th Floor, Resource for London building 356 Holloway Road, London N7 6PA

Telephone: 020 7697 4080 Email: [email protected] Websites: www.charityretail.org.uk

Twitter: @CharityRetail Facebook: @charityretailassociation

2019 Charity Retail Association brochure · Charity Retail Awards on the Tuesday evening. As usual...

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Transcript of 2019 Charity Retail Association brochure · Charity Retail Awards on the Tuesday evening. As usual...