Supporter Experience Conference 2020

Supporter Experience Conference 2020

Date: Monday 21st Sep 2020

Time: 10:00-17:15

Book now

CV-19 has made Supporter Experience more important than ever. But how can you find out what your supporters need? Or create journeys and communications that both keep them engaged? This online event will help you answer these questions through a live programme of interactive panel discussions, as well as an on-demand programme of case studies from charities who have successfully improved their supporter experience.

Why book a ticket?

  • Create a plan to engage supporters that factors in the changes brought on by CV-19
  • Find out how to better collaborate with Supporter Care teams
  • Four live panels will give you the chance to ask Directors and Head of Supporter Experience your most pressing questions 
  • Guarantee your supporter experience projects meet their objectives by learning from the success of your peers on our five on-demand case studies 


Live Programme:


Chair’s opening remarks

Tracey Pritchard, Executive Director of Engagement, Prostate Cancer UK 


Live panel: Finding out what supporters need right now and how to give it to them

  • How have things changed, in practice, over the last three years?
  • Given where we are with Covid-19, today, what advice would you give charities to help them deliver great supporter experiences?
  • How is the concept of ‘supporter experience’ different from being ‘supporter centred’, or even the concept of ‘relationship fundraising’?
  • Where does the supporter experience fit on the spectrum of ‘a fundraising tactic’ to ‘a complete change of organisational mind-set’?
  • What tools are there to support smaller charities in understanding their donor


Katie Nugent, Head of Special Events & Stewardship, Unicef UK 

Harriet Roberts, Head of UK Giving & Supporter Engagement, Shelterbox

Richard Spencer, Director, About Loyalty 

Harpreet Kondel, Fundraising Specialist Ltd 

Moderator: Giles Pegram CBE, Consultant




Live panel: Strengthening our relationships with supporters’ post COVID-19 lockdown

  • What has changed due to COVID-19 and has remained constant?
  • Where did we see moments of brilliant supporter experience during lock-down?
  • How did different causes adapt to stay relevant to their supporters’ needs and what learning's can we take forward?
  • We learnt that being able to adapt quickly was vital to maintaining support, how can we maintain this mindset going forward?


Patrick Browne, Head of Supporter Engagement, Above and Beyond

Julia Baxter, Head of Supporter Experience, Kent, Surrey & Sussex Air Ambulance Trust

Alison McCants, Head of Supporter Operations, Terrence Higgins Trust




Live panelDelighting your donors through communications that inspire loyalty

  • How do you create content that doesn’t rely solely on an ask?
  • With donors often engaging with charities on multiple channels, how can fundraisers develop more integrated campaigns?
  • How can you make a case for short-term investment to generate long-term loyalty?
  • Does personalisation have to be expensive? What low-cost alternatives exist?
  • What new way have you thanked your donors in the last 12 months?


Ciara Golding, Supporter Experience Manager, Friends of the Earth

Sam Butler, Head of Public Fundraising, Starlight Children's Foundation 

Michelle Hancock, Head of Supporter Care and Individual Giving, St Margaret's Hospice Care

Katie Dogra, Head of Supporter Engagement, WWF-UK




Live panel: Harnessing the knowledge of supporter care teams to improve your fundraising

  • Overview of initial feedback- what do supporters love and what do they hate?
  • What did we learn from the increased in phone-based fundraising from lock-down?
  • Do you have an example of when feedback from supporter care teams has improved a project? 
  • What three things must you know to please supporters when creating a new campaign?


Oliver Day, Head of Alumni & Supporter Care, UCL

Ely Mukhwana, Supporter Services Operations Manager, Crisis

Jason O'Dwyer, Fundraising Operations Lead, Mencap

Donna Pratt, Senior Supporter Care Manager, Breast Cancer Now


Chair’s closing remarks


On-demand programme:

Replicate the success off your peers with these on-demand case studies:


What marriage proposals can tell you about managing a supporter experience

David Reeves, Supporter Journey Manager, The Woodland Trust

Creating a thanking day with no time and no money

Becky Harris, Supporter Engagement Manager, Shelter


Keeping supporters engaged through lockdown with our Eurovision Quiz

Martin Harris, Community Engagement Manager, Terrence Higgins Trust


Lockdown lessons: creating a remote-first volunteer experience

Liane Howard-Dace, Fundraising Consultant


Creating our 'Checking-In' day

Rachel Kingston, Head of Regional Fundraising Planning - Individual Giving, Macmillan Cancer Support


All live sessions will be recorded and made part of the On-Demand programme post the event.

This On-Demand programme will be made available for one month post the event.



IoF Individual member 


IoF Organisational member 


Non member


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Further details and contact information

Events team
Telephone: 020 7840 1041

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