Fraser set up Superjam at the age of 14, using his grandmother's secret jam recipes selling his produce at farmers markets and delicatessens.
In 2007, Fraser became the youngest ever supplier to a major supermarket chain when Waitrose launched his range. Superjam sells over 500,000 jars a year and now supplies over 1,000 supermarkets in the UK.
Fraser's case study will explore the importance of people management in helping business achieve efficiency and competitiveness.
Andrew was the former Head of Customer Care at John Lewis. Andrew’s career began as a management trainee with the John Lewis Partnership at Brent Cross. He quickly moved up through the management ranks and led a number of selling teams in different branches, before moving to Head Office to take charge of the department stores' customer-centric Intelligence Team.
In 2000, Andrew was asked to lead on customer service for the department store division. The role not only saw him manage chain-wide customer complaints but develop JLP's market-leading culture and attitude towards customer service and sales with the 20,000 customer-facing Partners in 26 John Lewis shops across the UK. During his tenure, John Lewis won awards for customer service from Which?, Verdict and Retail Week and were frequently cited in the media as a leading customer oriented organisation.
Since leaving John Lewis, much of Andrew's work has been in the public sector and he has helped a number of local authorities develop their strategy to deliver a distinct and differentiated customer experience. He has also worked with a number of NHS Trusts to define and develop their patient experience in line with the aspirations set out in Lord Darzi's NHS Next Stage Review final report.
London 2012 has become known as one of the most successful Olympic and Paralympic Games in history and Linda Moir was at the helm of the team that delivered famously outstanding front of house service by 15,000 volunteer Games Makers to 9 million spectators.
Linda was also previously Virgin Atlantics Director of In-Flight Services, responsible for the airlines award winning service. During this time she completely overhauled the training, recruitment, promotion and performance management of 5,000 cabin crew, culminating in the highest recorded customer satisfaction scores in the airlines history.
Her unparalleled success in HR and customer service management is exemplary of delivering exceptional performance through people.
An award-winning television news and technology journalist at Channel 4 Geoff White will chair our Business Live! event before going on to speak at ICT & Computing Live! about the latest developments in everything from cybercrime and cybersecurity, to internet dating and the next cutting-edge hardware that we will all be clambering for.
Joe McEwan is Head of Brand at innocent drinks, a UK company that has grown dramatically since it started making fruit smoothies 12 years ago. Joe has done a bunch of different things at innocent in his 4 years there, including copy writing and events management.
As Head of Brand he is in charge of the way innocent talks to its consumers, with the stated aim of ensuring that the company maintains an honest & open line of communication with its drinkers.
Chas Howes served as Chief Financial Officer of SuperDry during a period which saw the company grow from a small clothing and retail business to a global player in the fashion industry. He worked on the company’s strategies for growth and the high-profile floatation and recounts how the brand and business developed, the challenges and the cautionary lessons.
Claire started her career in the Travel Industry by gaining a First Class Honours, Bachelor of Arts, Degree in Tourism Management from London’s South Bank University. A sales professional, Claire has 15 years’ experience in commercial roles with The Walt Disney Company, Hertz Car Rental and the Thomas Cook Group. In her current role, Claire strategically manages key trade relationships with various types of business.