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David Wheldon
Global Director of Brand and Customer Experience
Vodafone
 Tiffany Tuell, Director, Strategic Loyalty Marketing
Hewlett-Packard
Jeff Robertson
Managing Director, SkyMiles
Delta Airlines
Adam Burke
Senior Vice President Customer Loyalty
Hilton Hotels Corporation
Gavin Hawthorn
Vice President, Business & Relationship Marketing EMEA
InterContinental Hotels Group
Louise Burns
Director of Customer Experience Management
Bentley Motors
Hanna-Kaisa Savelkoski
Head of Customer Care Experience
Nokia
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Meet our speakers
Director, Customer Insight & Loyalty,
The Logic Group
Rob has over 19 years of experience from the high street, grocery retail, leisure and hospitality, financial services, market research and IT industries.
Working for market leading companies such as The Burton Group, GE, ACNielsen and Symbol Technologies on a wide variety of big name brands such as Burtons, Debenhams, Country Casuals, Aquascutum, Tesco, ASDA, Thresher, Diageo, Bass, Whitbread, Punch Taverns, Scottish & Newcastle and BAA.
Rob’s experience spans strategic marketing, business intelligence, insight services, customer marketing analytics, market research and analysis fields, responsible for leading change and devising innovative solutions, creating market tracking services, together with extensive knowledge of their strategic impact.
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Director of Customer Marketing Analytics,
Ipsos MORI
Trevor has over 20 years’ experience in marketing analysis and is expert in combining customer transactional data and cross-matched customer surveys to understand customer behaviour and improve CRM effectiveness. Prior to joining Ipsos MORI in 2001 he worked for Sainsbury’s supermarkets where he was Head of the Business Insights department. He was responsible for the development of store sales forecasting models, using econometric modelling to optimise marketing effectiveness and customer data analysis based upon the Reward Card database. He also set up and led Sainsbury’s Supply Chain Forecasting and Planning department. At Ipsos MORI he has led customer data modelling and marketing analysis projects across a range of clients including retailers, consumer packaged goods, online businesses, financial services and telecommunications.
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Saad Bin Dhafer Al-Qahtani, Vice President of the Residential Sector ,
Saudi Telecom
Saad Bin Dhafer Al-Qahtani is currently the Vice President of the Residential Sector at Saudi Telecom Company (STC). He has been with STC since 1986 and was the Vice President of Marketing, Sales and Customer Service before being appointed to his new position in January 2007.
Saad is behind STC’s success story of tripling the number of Broadband Subscribers in one year, from ~180K in end-of 2006 to more than 650K by end-of 2007 and the creation of the AFAQ DSL brand which helped increase the broadband awareness in Saudi Arabia.
He was awarded the ‘Best Marketing General Manager Award’ by Arabian Business in 2004 under the sponsorship of His Royal Highness Prince/ Sattam Bin Abdulaziz Al-Saud, Deputy Prince of Riyadh District.
He has been an active member in STC’s leadership team responsible for implementing the new Customer Centric operating model, through developing and driving key customer retention and loyalty programs.
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Marketing Head,
ABN AMRO Bank
Karim Beg is responsible for developing and driving the product and marketing strategies for ABN AMRO's Consumer Finance business in the United Arab Emirates. Karim has over 17 years of marketing and product management experience, with skills in new product and new business development, strategic business planning as well as developing brand positioning and communication strategies.
Mr. Beg has been a key team member building ABN AMRO UAE's Consumer Finance business from a small mono-line operation in 2000, into a profitable, full-service consumer bank. Karim’s innovative marketing approach has seen him spearhead and launch a number of first to market credit cards and personal loans products building it into one of the top three cards businesses in the UAE.
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Director, CSS Business Analysis,
American Express Canada
Laurence Booth has been with American Express Company since 2001 in a variety
of business lines, disciplines and international markets. He currently leads
the Air Miles co-branded credit card portfolio with responsibility for
developing and driving strategic direction at a product and marketing level. In
addition, he heads up the Business Analysis function covering customer
targeting and analysis. Key to Laurence's success is the ability to leverage
the synergy of these joint roles to hardwire data and analysis into strategic
decision making and growth initiatives. Prior to his current role, Laurence led
the Customer Retention team for the Canadian market, successfully reducing
Cardmember attrition through a variety of innovative retention strategies.
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Senior Vice President Customer Loyalty,
Hilton Hotels Corporation
As a global leader in hospitality, Hilton Hotels Corporation has a primary focus on building long-term customer loyalty. In his capacity as Senior Vice President, Customer Loyalty, Adam Burke is responsible for the strategic development and implementation of worldwide initiatives focused on this objective. This includes overseeing Hilton HHonors, the Hilton Family of hotels’ award-winning customer loyalty program, and directing enterprise level CRM efforts.
Burke began his professional career in 1988 as a research associate with Deloitte & Touche. In 1992, he joined Hilton Hotels Corporation in marketing systems, where he managed the company’s guest history database. Through July, 1995, he held a variety of positions with responsibility for marketing the company’s leisure and mature market programs, and resort product line. He joined the Hilton HHonors team in August 1995 as manager-member acquisition and served in various management capacities until July 2004, when he assumed his current role
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Director of Customer Experience Management,
Bentley Motors
Louise spent seven years with BA where she was worked in Design, Global Communications and Sponsorship & Events. Key successes included the launch of the London Eye on millennium eve, the sponsorship of Rugby World Cup 2003 and the successful return of the team with “Sweet Chariot”, and the retirement of Concorde in 2003.
She joined Bentley Motors in 2005 as Head of Customer Management and has been responsible for leading the customer strategy across the business, improving marketing measurement and customer satisfaction.
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Vice President. Innovative Service Development,
Telecom Italia
Sergio Cozzolino got an Enginering degree in 1992 and a Master in Business Administration (MBA) in 1995. He has been in TELECOM ITALIA MOBILE since 1995 in charge of new services and development on end user products acquiring a significative experience on activities related to SIM and SMART Cards. From 1996 he is taking part to the standardisation activities (ETSI SMG9 and later SCP). As of 2002 he is GSM Association SCAG (Smart Card Application Group) Chairman and in 2003 he chaired the SIM Task Force within the GSMA. Responsable for TIM for the European Research Progrem SCARAB (1998-1999) and TASSC (1999-2001) Esp@ss (2002-2004). Project Manager for applications based on SIM and Smart cards (FINECO Moving, Easybuy,UIC, … ).He was up to the end of 2002 director of the Smart Card and Services development Dept. In 2003 he was Director of the of the Technical Marketing and System Engineering Dept. for the Corporate Division. Since 2004 he is in charge of the Innovative ICT Mobile Service development Dept, as Vice President, dedicated to the Corporate Customers.
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Head of Loyalty and Strategy,
ghd
Sarah is Head of Loyalty and CRM at 'cool brand' and super brands to watch, ghd. ghd has a real 'cult' following and has been a huge success story over the last 7 years with the launch of it's hero product, the ghd styler. Sarah is responsible for both salon and consumer loyalty and the customer experience, driving a one to one communication strategy and enhancing the customer experience at every touch point. Sarah has implemented a high end two tiered CRM programme to drive frequency of visit and spend in the salon channel as well as launching several new initiatives in the UK to increase ghd's data pool and cross sell it's full hair care range. Sarah has 12 years experience starting in IT and then specialising in loyalty and CRM, helping businesses and brands generate incremental revenue and improve the customer experience.
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As Editorial Director of COLLOQUY, Rick Ferguson is responsible for all COLLOQUY print and online publishing, educational and research projects. Under Rick’s direction, the COLLOQUY magazine and web site provide a worldwide audience of 25,000+ subscribers with news, expert commentary, program summaries and research on all facets of loyalty marketing around the globe.
An acknowledged expert in the theory and practice of loyalty marketing, Rick has published numerous articles and white papers describing the characteristics of marketing programs which seek to change customer behavior. He has been quoted as a loyalty expert in the Wall Street Journal, Guardian UK, Fast Company, and the Dallas Morning News, serves as a contributor to The Journal of Consumer Marketing and has written monthly columns for NACS magazine and the Chief Marketer web site.
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Chairman & Co-founder,
Marival
Tim Gadoffre co-founded Marival in 2004, a strategic consultancy, specialist practitioners in the business of luxury.
Prior to Marival, Tim worked for MasterCard Europe from 1997 to 2006, where he managed MasterCard’s global "Priceless" advertising campaign, and then revitalised MasterCard Europe’s portfolio of premium credit cards.
From 1991 to 1997, Tim gained pan-European marketing experience with Ogilvy & Mather in Paris, where he worked on brands including American Express, IBM, Nestlé, Disney, Mattel (Barbie) and WWF.
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Head of CRM & Loyalty,
Etihad Airways
Barry currently holds the position of Head of CRM (Customer Relationship Management) and Loyalty within the Marketing Department at Etihad Airways. He is responsible for the Loyalty Programme Development and Operation, Guest Affairs, Customer Intelligence, and Campaign Management.
He has worked in the Airline Industry for about 10 years – previously at Swissair and SWISS International Airlines. During his time at Etihad, Barry has worked on the launch of the Etihad Guest loyalty programme, and also many CRM initiatives to improve the service offered to passengers.
Barry worked as an IT consultant in many different industries for around 15 years before being introduced to the complexities and addiction of working in the Airline industry. He has found that his experience and expertise in IT has proved to be extremely useful in the CRM field, as so many of the CRM initiatives depend heavily on Information Management.
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vice president, business & relationship marketing EMEA,
InterContinental Hotels Group
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Loyalty & Alliances Manager,
BP Retail
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Manager IKEA FAMILY,
IKEA
Magnus is responsible for the global loyalty program at IKEA, named IKEA FAMILY. The program is currently launched in 19 countries, with 5 more countries to go. The global IKEA FAMILY concept includes a marketing database, a special range of member products, a dedicated shop in the IKEA store, a member website at IKEA.com, a specific member magazine (IKEA FAMILY
LIVE) and a set of guidelines how to work with the program. Every market has an IKEA FAMILY Manager and a MDB Manager in order to drive the business, and every store has dedicated IKEA FAMILY co-workers to work with member offers, events and external partners.
Magnus has worked within the field of marketing and retail for more than 12 years. He has a broad experience of consumer behaviour and brand building from positions as Marketing Manager at the Scandinavian fashion retailer JC, Head of Retail at the telecom company Orange's planning for start-up in Sweden, Market Responsible at the internal agency IKEA Communications, Senior Consultant at Scandinavian Retail Center and Managing Director at the e-shopping start-up ShopSetup.com. The question is if his 5 years as Military Officer in the Swedish Marine benefits his capability to steer people's behaviour or strenghtens his ability to position brands firmly...
Magnus holds a Master of Science in Business Administration and Economics at the University of Lund and lives with his wife and three chidren in Malmö, Sweden.
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Head of Loyalty,
Coca-Cola Great Britain
Graham Horner is Head of Loyalty at Coca-Cola Great Britain, where he is responsible for the business' first digital rewards programme, 'Coke Zone'. Graham joined Coca-Cola in 2007, having spent 5 years working for Loyalty Management UK, operators of the Nectar programme. Whilst at Nectar, he managed numerous direct marketing programmes, including the Points Update Mailing, one of the biggest and most sophisticated DM campaigns in the UK . Following his graduation from Cambridge University in 2000, Graham went on to complete a Masters at the University of British Columbia in Vancouver before starting his Marketing career at dunnhumby. Here he developed customer segmentation and insight strategies for clients including BT, Centrica and Orange.
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CRM, Advertising and Publications Manager,
Asprey Holdings Ltd
Elisabetta Ierardi is Advertising and Publications Manager at Asprey Holdings Ltd. She has been working with Asprey for more than three years during which she introduced an innovative and holistic approach to the marketing and communication within Asprey. Her input brought new achievements and improved the quality of the communication throughout the business, which generally helped increase the Asprey’s brand awareness in the market.
She is also responsible for the CRM/Direct Marketing area and worked very closely with the store team including constant training and CRM system implementation. The focus in this area has been to create a more transparent and flexible structure to allow identification of multiple ways to liaise with customers, understanding different profiles and anticipating needs through a proactive and creative approach.
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Sr. Vice President and Chief Client Officer ,
AIR MILES Reward Program Canada
As Chief Client Officer for the AIR MILES Reward Program, Bruce Kerr is a recognized leader in the theory and application of loyalty, customer experience and partnership marketing strategies that change customer behavior. Bruce oversees relationship management of more than 100 AIR MILES sponsors as well as the organization’s client services and business development groups
Prior to joining the AIR MILES Reward Program in 1995, Bruce spent ten years as head of Relationship Management and Business Development at CompuSearch, a direct marketing services company that represents companies in the retail, financial services, automotive, and consumer packaged goods industries.
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Senior Director, Marketing and Loyalty,
Oracle
Natalie Kouzeleas is Senior Director Marketing & Loyalty Solutions EMEA at Oracle Corporation. Natalie has worked at Oracle for over ten years in a number of roles within the Alliances, Industry Business Unit and Global Customer Programs organisations. Before joining Oracle she worked for many years within the Marketing industry running Marketing & Loyalty programs. She worked for several marketing agencies Wunderman, Carlson Marketing Group and Payne Stracey. Her clients included British Airways, Ford, Citroen, Nissan, Advanta and AA. Natalie lives in Italy and has three children.
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European Loyalty & CRM Strategy Manager,
BP
Walter Lukner has been working in the international petrol industry for 20 years. His main expertise lies in the area of Marketing and IT. Also noteworthy is his experience and expertise in bringing together brands and systems after corporate mergers (BP-Mobil and BP-Aral).As a Marketing Manager, he has coordinated the strategies and overseen projects in various countries for several companies in the industry. In this role he has developed and negotiated the co-operation between PAYBACK and ARAL in Germany. Part of this project was to develop a pan European Loyalty IT platform to support an online loyalty offer at the BP/ARAL service stations.
Now he is managing the European Loyalty and CRM strategy including B2C Cards offers in all 12 European countries on around 9000 service stations. Since two years PB/ARAL has introduced an online CRM process to support sales by a direct customer interaction (ticketing at the till). The concept and execution is managed with a central CRM agency.
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Managing Editor,
Loyalty Magazine
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Customer Experience Futurologist,
BT
Dr Nicola Millard’s mission in life is to make customer experiences better for both customers and the employees delivering them.
Since joining BT in 1990, Nicola has worked extensively with clients both within BT and in sectors such as telecoms, utilities, government and finance to ensure that they put the 'relationship' into 'customer management'. She looks at how the human factor can become central to the development and success of a customer experience.
She is an internationally renowned thought leader in the field of people centred customer experience design (marrying three ‘ologies’; psychology, technology and futurology). She gained her PhD in 2005 from Lancaster University looking at contact centre agent motivation and technology acceptance. She has published extensively, holds one patent, frequently appears as an expert in the media and is also a popular speaker on the conference circuit. Both knowledgeable and passionate about her subject, Nicola provides a shot of customer centric innovation to her clients".
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Executive Vice President & Group Head - Retail Banking,
Abu Dhabi Commercial Bank
Arup Mukhopadhyay heads the Retail Banking group of Abu Dhabi Commercial Bank, popularly known as ADCB. The bank has undergone a remarkable transformation over the last three years and was decorated with the “Best Bank in the UAE – 2007” Euromoney Award. ADCB is recognized as the largest Consumer Bank in the country with a full array of products and services.
Arup joined ADCB in mid 2005 and has led several key initiatives that have been instrumental in creating a strong retail franchise for ADCB. Prior to his current role, Arup spent seven years with Citibank. In his last role in Citibank, he was the Head of Wealth Management and the Marketing Director for the UAE business. Before joining Citibank, Arup has worked with Unilever in India for seven years.
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Loyalty Programs Director,
X5 Retail Group
Elena has over 10 years of experience in such fields as Marketing, Public Relations and Customer Relationship Management. She was responsible for the launching of customers benefits program for clients of a Private Banking and for starting
the bonus loyalty program in TSUM (Mercury) - one of the most famous Russian premium department stores. Before 1998 Elena has been working as
the financial analyst of stock and derivative market. Moreover, her
carrier allowed her to be involved in such important projects as the state elections (as head of the research group). Now Elena is the Head of Loyalty department of X5 Retail Group - the biggest Russian food retailer. Founded in 2006 by merger of two leading Russian chains "Pyatiorochka" and "Perekriostok", X5 Retail Group demonstrates the exciting growth and holds the leading share of Russian retail market.
Working for the leader of Russian retail, Elena Naumchik is managing the "Club Perekrestok" - classic point-collecting loyalty program, acting on the principles of "internal currency". The technical partner of this program is the Comarch Information Technologies, which provides technical solutions and processing service.
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Sr. Vice President, Loyalty & Direct Marketing,
Wyndham
Wyndham Hotel Group named Jill Noblett senior vice president, loyalty and direct marketing in May 2006. She is responsible for the strategic development and management of the Wyndham Rewards, (formerly TripRewards), loyalty program launched in 2004. Wyndham Rewards is the company’s first system-wide, multi-brand customer loyalty program, and offers the widest distribution of any other hotel loyalty program.
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Head of Commercial Strategy,
Lloyds TSB
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Head of Retail Partnership,
Astral Towers
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Managing Director,
SkyMiles, Delta
As managing director of Delta Air Lines’ SkyMiles program, Jeff Robertson leads a team of 40+ employees responsible for managing a 40-million-member frequent flier program and over $1 billion in total program revenue. He oversees all domestic and international frequent flier alliances and partnerships, the elite program, elite benefits, award travel and SkyMiles technology. Robertson previously served as director of Delta’s Customer Insight and Analytics Team, where he supervised corporate CRM objectives, Marketing Research and Customer Analytics.
Robertson’s additional professional experience includes two years as a management consultant with McKinsey & Company and nearly a decade in American Airlines’ Dallas-Fort Worth office, where he held various positions in Revenue Management, New Product Development and the frequent flier program.
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Stephen has more than 20 years' experience in data analysis and information systems design, specialising in analytical platforms and marketing technologies. His early career was spent in government analytical services, but after the internet became a passion in the early 1990s, switched to new media and marketing.
He was technical director at TPD, and part of the management buy-out team in 1999. He was subsequently one of the founders of full-service marketing agency Chemistry Communications (formerly The Interactive Agency) which he left in 2001 along with several colleagues, to form 5one in 2002.
He has since helped to turn 5one into the leading customer insight consultancy with year on year double digit growth and a blue chip client base stretching across the world, operating in the USA, South Africa, Scandinavia and throughout Europe.
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Head of Care Customer Experience Management,
Nokia
Hanna-Kaisa Sävelkoski heads the Customer Experience Management function in Nokia Care. Ms. Savelkoski leads the customer experience improvement covering service channel, contact center and online support functions. She has the global responsibility for measuring the performance, producing the analysis and coordinating the improvement activities.
Before this role, Ms. Sävelkoski worked in Nokia Six Sigma team and there managed the consumer experience related activities. She led the building of a Nokia-wide network for consumer understanding and developed consumer related metrics and reporting. She ran the Nokia-wide Quality Award program, which recognizes the best projects in Nokia annually, and improved quality related recognition in the company.
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Teamleader e-CRM systems,
Neckermann
Markus heads the eCRM-Systems team of Neckermann.de within the new media department since 2006. He is responsible for eCRM, Business Intelligence, M- and T-Commerce activities.
In this context his intention is to establish an individualized shopping experience on all electronic channels for each customer. Therefore Markus integrated a business intelligence tool to obtain the customer knowledge needed and to derive the most suitable offer for every online-shopper.
Prior to his current position he was responsible for the onsite search engine of Neckermann.de and played a key role in 2004 front end redesign project which was awarded as “Best Online Shop 2004 in Germany”. This prize was awarded by the Federal Association of German Mail Order Traders and the jury emphasized the onsite search process in particular.
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Loyalty Practice,
Accenture
Frédérique Schmitt is Senior Manager in the Marketing Transformation / Loyalty area at Accenture. Frédérique has worked at Accenture for over twelve years, managing large marketing transformation projects, aiming at reducing churn and increasing customer value through loyalty strategies design and operational plan implementation. She collaborates mainly with major Telecom operators in Western and Eastern Europe and European leaders in CPG and retail.
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Senior Director - Consumer Experiences ,
The LEGO Company
Richard joined the LEGO Company in 2001 as European Consumer Services Director, responsible for direct to consumer sales and services in 18 countries and 13 languages.
In 2003 his role was extended to a global one with responsibility for in-house and outsourced operational centres in the UK, the USA, Japan, Korea and Australia. He designed, developed and implemented the “Now to Wow!” strategy that has brought greater focus on the consumer experience, not just in consumer service, but across multiple LEGO touchpoints.
His work was recognised in 2007 when the LEGO European Contact Centre won Best Centre for Customer Service and he was awarded Business Strategist of the Year at the European Call Centre Awards.
He has since headed up the LEGO Community Division, the LEGO Club and is now working on the Company’s first global loyalty programme.
Before joining the LEGO Company, Richard was General Manager for Direct Operations for Xerox Europe. There he was responsible for setting up and managing 8 contact centres across Europe, covering the disciplines of telesales, telemarketing and customer service.
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Managing Director,
Airmiles
Andrew joined AIRMILES in November 2006. As Managing Director, Andrew runs the company and is also responsible for the delivery of the BA Miles programme globally for British Airways (BA).
At AIRMILES, Andrew’s focus is on ensuring the company has clear direction, strong partners, motivated and happy employees and is delivering the targets expected by British Airways.
Andrew’s career in the travel and airline industries has spanned 23 years. He worked for BA for 11 years, running BA Travel Shops Ltd, BA Holidays and all of BA’s leisure sales in the UK and Ireland.
As head of leisure sales, Andrew grew BA’s revenue from £1.6 billion to over £2 billion in just four years, whilst reducing distribution costs by over 90% - leading to a step change in profitability for the airline. He introduced premium leisure fares for the first time in the UK and was a major influence in encouraging BA to fight back against the no frills airlines.
Pursuing his lifelong passion for horses and dogs, Andrew left BA to set up his own livery business in Dorset, whilst also running a management consultancy firm focused on helping airlines and travel companies with commercial problems. This led to BA asking him to take over the running of AIRMILES and BA Miles in November 2006.
Andrew’s career started by selling holidays and travel at Thomas Cook, where he worked for ten years progressing to management roles before joining British Airways in 1994.
Away from the office:
Andrew is a keen horse rider and plays polo. He enjoys spending time with family, looking after his three dogs and country walks. Andrew lives in Pulborough, West Sussex, with his partner of 11 years.
Favourite holiday destination?
“There are too many to mention, but safaris in Africa have been outstanding.”
Most memorable holiday experience?
“Enjoying a silver service lunch on the Great Wall of China.”
Where would you most like to visit next?
“Argentina again – for the polo, the steaks and to stay on a cattle ranch.”
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Marketing Director,
Whitbread Hotel & Restaurants
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Director, Strategic Loyalty Marketing,
Hewlett Packard
Tiffany Tuell directs strategic loyalty marketing for Hewlett-Packard’s multi-billion dollar software business. She spent 4 years creating and launching the first ever global customer loyalty program for HP’s software business, Customer Connection, and built a global team responsible for management of the program that garnered industry recognition as a marketing best practice and received accolades from analysts as a world class loyalty program. With 12 years at HP, Tiffany now manages executive loyalty initiatives in the Americas accountable for millions in strategic account revenue. Tiffany holds a BA in Communications and Broadcasting from Colorado State University and an MBA from Santa Clara University. Her hometown is Westminster, Colorado and she now lives in San Jose, California.
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Global director of brand and customer experience,
Vodafone
Before joining Vodafone, David has held senior positions on both sides of the marketing fence. Starting at Saatchi & Saatchi he then went to be the Managing Director of Lowe Howard-Spink in London. He later moved to the role of Global Director and VP of Advertising for the Coca-Cola Company under the aegis of Sergio Zyman. David then returned to the agency world as President of BBDO Europe and finally arrived at Vodafone via WPP.
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Managing Director,
GI Insight Group
Andy Wood co-founded GI Insight in 2000, a full service data marketing company that specialises in customer database analysis and loyalty schemes and general database management. Andy is a pioneer in the loyalty sector, having started and run the ground-breaking Homebase loyalty scheme in the 1990s. He has over 19 years of experience in the field of database marketing and has possibly created and managed more retail loyalty schemes than anyone in the UK; these include programmes for Homebase, Do It All, Marks & Spencer, Toys R Us, American Golf, Dunnes Stores, Statoil and bonmarché. Andy’s particular skills lie in the analysis of data and its application to improving effective customer communication, turnover, and ultimately, profit. Andy has written a number of papers and articles for the marketing press and research publications. He has also lectured at several seminars on loyalty and analysis including the CIM diploma, IDM Diploma, DMA seminars and the Institute of Directors.
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- Do you have a story to tell?
- Do you have an ability to service multinational client’s cross-border requirements?
- Do you have expertise in this market that you want to share in front of Europe’s largest audience?
- Have you benefited from a product or service that could help others?
If your answer is yes to any of the questions above please contact us to find out how you can help develop the programme for your peers
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