Transforming your Supporter Journey 2017

Transforming your Supporter Journey 2017

Date: Monday 11th Sep 2017

Town/City: London , United Kingdom

Location: London , United Kingdom

Venue: Holiday Inn - Bloomsbury

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Every fundraising organisation will need to ensure data compliance: storage of data will need to be reviewed and processes will need to be updated… but are you GDPR ready?

There is now less than a year to go until the new EU General Data Protection Regulation comes into effect, bringing major changes that will have an impact on the fundraising and supporter care activities of all charities in the UK. Every fundraising organisation will need to ensure compliance: storage of data will need to be reviewed and processes will need to be updated… but are you GDPR ready?

The Transforming your Supporter Journey conference will bring together speakers, from both within and outside of the sector, who will speak candidly about their supporter care processes and the challenges they’ve overcome on their journey to ensuring their charity is fully compliant.

Plus, hear how your peers have made data and insight the central point for all communication planning and have responded to the demand for more personalisation throughout the supporter journey.

From strategic to cultural changes and everything in between, this conference will help you to take the first step to ensuring that you are completely compliant, both today and in the months to come.


09:00 Registration and refreshments

09:30 Opening remarks from the Chair

Leesa Harwood, Director of Community Lifesaving and Fundraising, Royal National Lifeboat Institution

09:50 Are you GDPR ready?

Hear how the new data protection laws will affect your supporter journey. Now is the time to ensure your acquisition of new donors is done correctly and build donor engagement strategies that fit within the regulatory structure.

This practical session will give you the opportunity to ask questions to help ensure you are compliant.

Mark Abbott, Associate, Bates Wells Braithwaite

10:30 Crossing the donor consent chasm: 10 practical steps to making the leap

The nuts and bolts of how to handle consent, permissions and the donor – presented by an experienced, hands-on panel of practitioners and system developers. It’s time to stop talking and get to grips with live examples of what charities and other organisations are already doing: the good, the bad, the ‘how to’ and the ‘should do’.

Attendees will be walked through ten crucial steps for their charity to follow in building and maintaining an effective consent environment. The panel will showcase examples from markets where consent is already an established feature; attendees may ask their own questions.

J Cromack, CEO, Wood for Trees

Andrew Sargent, Consultant Analyst, Wood for Trees

11:10 Coffee & networking

11:30 Incorporating donor consent into your supporter strategy

With GDPR looming, hear about what some of the UK’s largest charities are doing to gain permissions from their existing donors and launch through-the-line campaigns that promote the same to prospective supporters. You will be encouraged to think about your own organisational strategy for gaining consent and the kind of creative messaging that your donors might respond to.

Mark Foster, Head of Planning, Open

Sinead Chapman, Strategy Director, Open 

12:10 The science of supporter consent 

 What’s the most effective way to gain supporter consent? No one in the sector has an answer (unless we call the well-publicised opt-in failures a success).

In this session Dr. Koutmeridou, PhD and Crisis will share how behavioural science has both found an answer and invalidated so called ‘best’ practise.

Delegates will leave this session knowing both what they need to test and how they need to test it.

Dr Kiki Koutmeridou, PhD, Behavioural Science Strategist

Derek Roberts, Senior Direct Marketing Executive, Crisis

12:50 Lunch & networking

13:40  How to develop a memorable donor experience in ten steps 

The Commission on the Donor Experience launched their 26 projects earlier this year which were the result of hundreds of volunteers bringing together their experience. Project 5 – The supporter journey defines a process that fundraisers can use to offer their donors a satisfying, rewarding long-term experience.

This session will look at the ten principles identified as essential to developing supporter journeys and show how some of the charities that responded to a call for examples are trying to deliver a memorable donor experience. 

Morag Fleming, Account Director, Karat Marketing

14:20  Measuring supporter commitment and demonstrating its impact on fundraising ROI

Most charities understand the value of supporter satisfaction and wish to improve how they treat their supporters. But how can charities turn this ambition into a measurable framework aligned with their strategic goals?   

Since 2012, Cats Protection have been quantifying how their supporters feel about their relationship. In this session you’ll hear why and how Cats Protection have done this, and how this information has been used to change fundraising and supporter care activities. Most importantly they will demonstrate the long term financial effect upon giving behaviour and legacy potential among the most committed supporters.

Lewis Coghlin, Director of Fundraising, Cats Protection

James Long, Strategy Director, DMS

15:00 Coffee & networking

15:20 Re-inventing the Donor Experience

How many donor journeys led to the exact same place? No matter what we try net revenue and retention rates barely change. 

Why? ‘Best' practises are incomplete. They can’t measure, manage or maintain the three most important drivers of giving; donor identity, commitment and experience

Through looking at case studies from Amnesty and others, attendees will be the first in the world to learn:

• How to uncover identity, commitment and experience
• How to apply them to radically improve the supporter journey and subsequent value

You’ll gain an entirely different understanding of ‘donor centric’ and how to apply to significantly increase performance, value and retention.

Ilja de Coster, Fundraising Data Strategist, Amnesty International 

Charlie Hulme, Creative & Managing Director, Donor Voice

16:00 Sailing storms without a paddle: permissions, portals and supporter journeys

To share learnings from Woodland Trust’s experience of developing a permissions strategy ahead of GDPR in May 201, including thoughts about what decisions were made, how supporters were approached to gain consent and how the supporter journeys will play a part in the process. 

David Reeves, Supporter Journey Manager, The Woodland Trust 

Karen Richardson, Lead Retention and Engagement Manager, The Woodland Trust

16:35 Building our supporter experience on insight

At National Deaf Children’s Society we’ve re-created our supporter journey from scratch.This session tells the story of how we’ve gathered insight into what our supporters really think about us, from developing new stories and propositions to tell, through to an all-new set of communications on our newly-launched brand!

Hear from the National Deaf Children’s Society team about their “supporter journey” journey.

Chris Keating, Head of Supporter Retention, National Deaf Children's Society




IoF Individual member or those working at an IoF Organisational member - £205

Never been an IoF member? Are you working for a charity/not-for-profit organisation?

  • Book the conference AND get a year’s Individual membership benefits: £290

  • Or book the conference only at the not-for-profit rate: £295

Are you working for a corporate/commercial organisation?

Corporate/Commercial conference rate: £425

Small charity rate ( under £500,000 annual turnover) - £75 to secure your small charity rate please email with your charity number


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Further details and contact information

IoF Events Team
Telephone: 0207 840 1040

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