Transforming the Customer Experience


The 13th Henley Conference on Customer Management




Conference Host

Join your host, Professor Moira Clark, and a world-class panel of speakers drawn from Academia, specialists and leading practitioners. This is an opportunity to gain valuable insights into customer engagement strategies.



You can reserve places by completing the form and reservations made before October 9th, 2018 will earn a 10% discount on the standard conference fee of £750 plus VAT.
Alternatively you can email sarah.hiles@henley.ac.uk to reserve your places.








Our annual conference


Every year the Henley Centre for Customer Management at Henley Business School hosts a conference with a difference.

We put together a rounded agenda consisting of leading academic and industry speakers, complemented by business leaders from some of the foremost practitioner companies in the world of customer experience.

Our conference facility is designed to provide an informal atmosphere for a select group of engaged delegates (maximum capacity is approx 100 seats).

The result is a great day of learning and the opportunity to network with like-minded individuals from a wide range of organisations.




This year's speakers


In addition to hearing from Professor Moira Clark we are delighted to welcome a great panel of speakers who will be presenting their informed views as recognised commentators or their practitioner case studies demonstrating their own customer focused approaches and how they listen to the voice of the customer. Hear from:



Mark Evans

Marketing Director, Direct Line

Gordon Scorer

CEO, The London Wildlife Trust

James Hallatt

Global Head and SVP, Oral & Skin Health, GSK

Timo Pätiälä

UK Managing Director, Hellon

Siobhan Hennessey

Head of Shopper Experience, Musgrave Retail Partners

Kate Ancketill

Founder and CEO, GDR Creative Intelligence

Steven Cooper

CEO of Barclaycard Business

Moira Clark

Professor of Strategic Marketing, Henley Business School


If you haven't already done so, take a look at the programme to see what is in store for our delegates.





What people said about our last conference


In 2018, the end of year conference had a brilliant line up of speakers and the whole event was a real highlight of the year.

The venue was absolutely stunning and it was lovely to be able to experience it. The overall event was fantastic and I got a lot from the conference ... a lot of fun and a great networking opportunity.

Thank you for the wonderful conference!




Past speakers


Laura Brown

Retail Director, Harrods

Ben Page

Chief Executive, Ipsos MORI

Paula Stannett

Chief People Officer, Heathrow

Chris Skinner

Chairman, The Financial Services Club

Clare Muscutt

Head of Customer Experience, Sainsbury's

David Wilson

EMEA Head of Consumer Goods Strategy, Facebook Inc.

Evert Gummesson

Emeritus Professor, Stockholm Business School

John Timpson

Chairman, The Timpson Group

Leonie Foster

Customer Director, Dunelm

Julian Hilton Johnson

Vice President, Corporate Relations, McDonald’s Corporation

Gary Booker

Marketing Strategist and former CMO of Dixons Carphone

Gordon Willoughby

Director, Category Leader, Amazon.co.uk






Our beautiful location


The "Greenlands Campus" is a gorgeous Thames side campus just outside of Henley-on-Thames.

Records indicate that there has been a house on our Greenlands site for 500 years, although the house would have originally been much closer to the river.

Greenlands has been home to a series of notable families and individuals throughout its lifetime. These include Thomas Chaucer, son of Geoffrey Chaucer; Robert D'Oyley, Sheriff of Oxfordshire in 1573; Bulstrode Whitelock, Oliver Cromwell's Ambassador to Sweden and most recently WH Smith, who bought the existing house in 1871. Queen Elizabeth I is also known to have visited on more than one occasion, most likely when staying at her royal palace in Reading.

The site became the home of a new Administrative Staff College in 1946, first welcoming students in 1948. In 1952, after the unexpected death of Viscount Hambleden from whom the College leased the site, an opportunity to purchase Greenlands' 30 acres arose. The College was renamed Henley Management College in 1991, and following the 2008 merger with the University of Reading became Henley Business School.

Today, the world-ranked Henley MBA, The Henley DBA and our executive education programmes are delivered at Greenlands.

You can find directions to Greenlands at How to find us




Current and past members of our centre


Huntswood is our main sponsor for the 2018-19 programme

Other current and past members include: