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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Donor engagement and getting ready for GDPR

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 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?

This 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, come to this conference and 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 Data and beyond

Bo Ruan, Head of Data, Planning and Insight,  Greenpeace

10:30 Give a Hand - The power of multi-channel marketing

The average consumer does not care that your call centre system doesn’t talk to your e-com system, that your e - com system doesn’t talk to your CRM or that your CRM doesn’t talk to ESP. They see you as a single entity and want a seamless experience across all marketing channels. Together we will be discussing the award winning multi-channel campaign, Give a Hand week, by the Stroke Association and looking at what makes up a successful multi-channel campaign for charities on a tight budget

Senior Representative, Stroke Association

11:10 Coffee & networking

11:30 Cultural and strategic change through CRM


12:10 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

12:50 Lunch & networking

13:50 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, Solicitor,  Charity & Social Enterprise Department, BWB

14:30 Honesty is the best Privacy Policy

With 7 years as a senior information governance and privacy professional and 11 years’ experience in IT and information security, Rowenna will guide you through how to communicate effectively. Looking at how data can be used to build trust and improve engagement in your charity.

Rowenna Fielding, Data Protection Lead, Protecture & Information Governance Officer, RNIB

15:10 Coffee & networking

15:30 Inside the Royal British Legion

Hear how the Royal British Legion plans to achieve an ambitious new strategy. Nairn will share tips on ensuring your organisation is supporter centric and practical insights on what you need to do to drive positive relationships encompassing all touchpoints.

Nairn Johnstone, Assistant Director of Fundraising Operations, The Royal British Legion

16:10 Insight from outside the sector

We are not the only sector to be impacted by stringent data protection laws so there is lots to learn from those that have had similar experiences.

LV will share their challenges and how they’ve been overcome with everything from consent issues to international data and how they prepared the culture of the organisation to respond to regulatory changes and keep to best practice.

Nigel Vincent, Programme Manager, LV=

17:00 Closing remarks from the Chair 



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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