2019 Internal Communications Conference Preview Guide

TUESDAY 17 SEPTEMBER 2019 VICTORIA PARK PLAZA I LONDON

The Critical Employee Engagement Role too Often Neglected by HR

Organised by

InternalCommunicationsConference.com

Tuesday 17 September 2019

INTERNAL COMMUNICATIONS CONFERENCE

Introduction

What to Expect

The Conference will take an in depth look at the fast changing world of internal communications and how it is

The Conference will centre around:

increasingly taking on the critical employee engagement role that has too often been neglected by those in HR.

• How internal communication is taking over the employee engagement role from HR

The way we work is changing rapidly. Our people are becoming more mobile with access to more and more

• How internal communication is impacting on the

sophisticated technology. The way we communicate with our people must also change and we will look at how

employee journey

organisations are grappling with the challenges thrown up by the seismic changes in the way we work.

• The changing workforce and how the way we

At the Internal Communications Conference, delegates will learn how internal communications can deliver effective employee engagement across the entire organisation and how to create a strategy for the entire employee journey.

The focus will be on those organisations that are driving towards competitive advantage by getting their employee communications strategies right.

communicate also has to change • How effective internal communication links our people to our customers • The cultural and competitive advantage that comes from effective communication • Internal communications as part of an overarching people strategy • World class case studies from organisations

You'll have access to

400+

2

DELEGATES

SEMINAR HALLS

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ROUNDTABLES

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getting their internal comms strategies right

10

30

TOPIC STREAMS

PRESENTATIONS

EngageEmployee.com

CPD NETWORKING DRINKS PARTY

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Tuesday 17 September 2019

INTERNAL COMMUNICATIONS CONFERENCE

Speakers

Heather Mustafa

Duncan White Liberty Global

Katherine Simpkins Internal Communications Manager, MercedesBenz

Senior Project Manager, Nationwide Building Society

Ross Parker People &

Debbie BennettJackson,

Communication

Marketing

Manager, LV=

Consultant, CITI

Christina Choudhury,

Chad Rogerson

Joe Hill

Katie Nertney

Helen Windle

Internal Communications Manager, Ultimate Finance

Mercedes Benz

IT Service Management (ITSM) & Strategy Manager, Boots

Innovative and Strategic Communications Professional, Barclays

Head of Communication Strategy, Consumer & Employee Campaigns, Nationwide Building Society

Oli Howard

Aimee Symonds

Paul Bennun

Natasha Grice

Nicola Crowley

Executive People & Responsible Business Director, Virgin Trains

Internal

Head Of Strategy Development CIPD

Head of HR at Wales Audit Office, Intellectual Property Office

VP Internal Communications and Involvement, DAZN

Communications Manager, Home Group

Tuesday 17 September 2019

INTERNAL COMMUNICATIONS CONFERENCE

Speakers

Martin Power

Archana Near

Kathi Leon

Clare Bowers

Employee Health and Wellbeing Manager, KP Snacks

Internal Communications Manager Mears Group

International Senior Communications Director, Boots

Internal Communications Manager, ZSL

Lee Squires

Aine Murphy

Mike Collins

Suzy Cross

River Island

NCG

Digital Communications Manager Mears Group

Confident Internal Communications Leader, Scope

Communication, Engagement, Culture Change, and Business Transformation Leader, ABCAM

Chris Lincoln

Nicholas Wardle

Head of Learning and Development, Be At One

IT Service Management (ITSM) & Strategy Process Manager, One Housing

Emily Scammell

Laura Farrington

LiDL

Dr Satnam Sagoo Director of Learning, British Red Cross

Tuesday 17 September 2019

INTERNAL COMMUNICATIONS CONFERENCE

Profiles Heather Mustafa, Senior Project Manager, Nationwide Building

Ross Parker, People & Communication Manager, LV=

Society My passion and belief in Nationwide has meant I have worked there for over 20+ years.

Predominantly my experience has been centred around supporting the frontline channels and I’ve had a variety of roles giving me a wide breadth of experience from strategy to employee engagement. I am currently Channel Enablement Lead Manager, where my primary responsibility is to develop the strategy and lead the operational communications function that supports our frontline colleagues across the UK (circa 8,000 people). Supported by a great team, it is an interesting and challenging role. We are continually looking to ensure our communication methodology compliments the agile working environment of our people and is an enabler to them delivering an excellent member (i.e. customer) experience

Ross is an experienced People and Communication Manager with an impressive track record for implementing new engagement initiatives boasting industry leading results.

Ross was instrumental in LV= winning Best Employee Engagement Strategy at the 2016 UK Customer Satisfaction Awards and now leads Engagement activities for a diverse 3500 General Insurance workforce. His influence in shaping and embedding a people centric consciousness within the GI Claims arena in particular saw him recognised in the Young Achiever category at a number of industry awards. Ross is an advocate for engagement being operationally led and believes it to be critical to fully understanding context, root cause and future engagement risks.

Debbie Bennett-Jackson, Marketing Consultant, CITI Katherine Simpkins, Internal Communications Manager, Mercedes-Benz

Debbie is a Chartered Marketer with 20 years’ experience in marketing, engagement and change communications.

Katherine Simpkins is Internal Communications Manager for Mercedes-Benz in the UK. She has responsibility for the Internal Communications function across Mercedes-Benz and Mercedes-Benz Financial Services, which includes more than 1800 colleagues.

Skilled in the design, development and delivery of award winning strategies to support sustainable growth and transformation within highly competitive markets. Debbie’s passion lies in supporting organisations to embrace change and recruit, retain and develop their people.

Katherine joined Mercedes-Benz in 2014 as Internal Communications Coordinator, before moving in to her current role at the start of 2016. Her focus is on delivering a comprehensive Internal Communications service, partnering teams to translate the Mercedes-Benz business strategy into content that’s clear and engaging. On top of operational updates, the all-new channels Katherine has launched are helping to grow colleague culture, celebrate the brand and ignite conversation. It’s an approach that means Internal Communications plays a key role in enabling the business to focus on its priorities, while inspiring and empowering the people at the heart of the brand.

Kathi Leon, International Senior Communications Director, Boots Kathi is the International Senior Communications Director for WBA Group.

Joe Hill, Internal Communications Manager, Ultimate Finance As Internal Communications Manager at Ultimate Finance, a fast-growing, independent provider of Good Funding, Joe is focussed on driving employee engagement, promoting effective communication and keeping employees informed and motivated. In such a fast-paced, growing organisation, change happens fast, so it’s important to keep everyone focussed on what it’s all about – Good Funding. This means getting UK businesses the funds they need, when they need them in a way that’s fast, flexible, fair and full of options.

Joe has been with Ultimate Finance for the last 8 years since joining as a graduate straight out of Exeter University. This long service has given him extensive front-line experience of Ultimate and its people which, in turn has shaped his approach to Internal Communications. There’s a particular focus on pushing the boundaries and bringing energy and creativity to the role Internal Communications has to play.

Tuesday 17 September 2019

INTERNAL COMMUNICATIONS CONFERENCE Helen Windle, IT Service Management (ITSM) & Strategy Manager, Boots Currently the IT Service Management (ITSM) & Strategy Manager for Walgreens Boots Alliance, leading in process strategy. Passionate about the people side of IT, using a wide range of tools and frameworks to get the best result for the organisation. They include but are not restricted to, cultural change management, COBIT5, ITIL, LeanIT and DevOps. Being a strong advocate for diversity and inclusion within IT I am also a member of the InclusivIT Team within WBA.

Oli Howard, Head of Strategy Development, CIPD Strategy, stakeholder engagement, internal communication and employee engagement professional.

Certified Member and Board Director at the Institute of Internal Communication.

Postgraduate Diploma in Internal Communication Management, Kingston University.

Katie Terney, Mercedes Benz Christina Choudhury, Innovative and Strategic Communications Professional, Barclays Innovative and strategic Communications Professional with a demonstrated history of working in the financial services industry and public sector. Lead the development and execution of internal communications and engagement strategies and deliver integrated campaigns for Barclaycard. Skilled in Crisis Management, Corporate Social Responsibility, Crisis Communications, Event Management, and Corporate Communications. Strong communication professional with an MA in International Relations from King’s College, University of London.

Aimee Symonds, Head of HR at Wales Audit Office, Intellectual Property Office I’m the Head of Internal Communications and Engagement at the Intellectual Property Office and loving (almost) every minute of it. After many years in public sector HR roles, I decided to move across to head up this new team in 2014 – the best career decision I’ve made to date. Being able to positively influence people’s experience at work is a great honour and every day, I get to work with a fantastic team who are as enthusiastic and curious about engagement as I am. Human behaviour is fascinating and we’re growing and learning all the time. At work, developing great relationships is the cornerstone to what we do. Day to day, my team and I work closely with our Board and senior team to build support and trust in our strategy. We understand our business, our people and the scale of our challenges which allows us to work with our leaders and managers to effectively communicate, involve and support our people (1300 of them) in times of change. Over the last 5 years, our engagement survey has shown increases across the organisation and we’re now firmly within the Civil Service High Performer category. An accolade that we’re extremely proud of.

Natasha Grice, Virgin Trains Natasha has worked at Virgin since July 2011 and is now the Executive People & Responsible Business Director at Virgin Trains.

Katie Nertney is Internal Communications Specialist for Mercedes-Benz Financial Services UK Ltd. She helps colleagues across the business to talk to each other more clearly – from translating management strategies to sharing the achievements of talented teams. Katie joined Mercedes-Benz Financial Services UK Ltd. in 2017, and has since launched new channels that support the business’ evolving culture and drive to innovate. She’s passionate about putting colleague stories in the spotlight, guiding the business through change, and celebrating every element that makes this a great place to work.

Paul Bennun, VP Internal Communications and Involvement, DAZN For any company to be successful, they need engaged, motivated employees. I specialise in using effective internal communications to achieve this whilst also driving culture change and improving business performance. What else? I read, I drum, I write, I run. Expect statement t-shirts and attempts at wit, but don’t expect a suit every day or satisfaction with the norm. Chartered member of the Institute of Internal Comms, PgDip in Internal Comms from Kingston, MA in Modern History from Reading.

Chad Rogerson, Head of Communication Strategy, Consumer & Employee Campaigns, Nationwide Building Society Chad has a broad communication background, having worked in marketing, public relations and internal communication roles over the last 16 years. He’s currently Head of Communication Strategy, Consumer & Employee Campaigns at Nationwide, leading on developing and executing external and internal campaigns and accountable for shaping how communication drives the organisational strategy. Having worked at Nationwide for eight years, his roles include leading teams such as Internal Communication Business Partnering, Vulnerable Customers and Social Investment.

Prior to Nationwide, Chad worked for the agency Chime Communications, specialising in devising communication campaigns linked to social purpose and sustainability. His early career saw him work for Credit Suisse and ABN AMRO. Chad lives in Wiltshire with his wife and three children all under six years’ old and enjoys running and supporting his hometown of Norwich City.

Tuesday 17 September 2019

INTERNAL COMMUNICATIONS CONFERENCE Nicola Crowley, Internal Communications Manager, Home Group

Clare Bowers, Internal Communications Manager, ZSL

I am a communications professional with over ten years experience in Internal Communication. I take real pleasure from using effective communication to motivate and involve people to achieve corporate goals. My educational background is in journalism and promotion, giving me good all-round skills that can be applied in practice. I have broad experience in the not-for-profit and private sectors, including social housing and care and support, financial services and FTSE 100 technology organisations.

• • • • •

Creative flair to initiate exciting and engaging communication channels.

Accomplished at increasing completion rates of engagement surveys and ensuring action plans are achieved.

An established project manager, delivering a number of new initiatives and systems.

Extremely driven to help raise awareness of CSR initiatives Ability to work with and build great relationships with company CEO, board members and external partners

Martin Power, Employee Health and Wellbeing Manager, KP Snacks Dr Satnam Sagoo, Director of Learning, British Red Cross I have had a wide variety of roles from an initial apprenticeship as a decorator to a charge nurse in one of the busiest accident and emergency departments in Europe. I specialised in Occupational Health and have worked in this area for almost 25 years. I have worked with a large number of businesses from manufacturing, car makers, food production, police and fire services, local government and a dog food manufacturer.

Mental health and the impact on business, employees and wider families has grown exponentially. I have worked for KP Snacks for almost 3 years in which we have seen massive changes in our culture of how we support colleagues and the business. The strategy we have implemented feels like it reflects the business and our values and behaviours in which we place valuing our people at the top of our agenda to keep colleagues energised and engaged.

An inspirational and creative leader with a passion for empowering people through learning. My philosophy is that the effective learning solutions need to be organic and internal, whether we’re talking about people or organisations. Using this as a foundation, I have supported organisations, teams and leaders and individuals to create an environment where the can develop, explore and express their true capabilities and shape their leadership and cultural capabilities to enhance collective action and create a world class learning organisation.

Laura Farrington, OD, Communications & Engagement Manager, NCG

Archana Near, Internal Communications Manager, Mears Group Archana Nair is the Internal Communications Manager for Mears Group PLC. She specialises in stakeholder management and employee engagement through digital communications.

Archana has been involved in the digital transformation of the internal communications process for the business and has recently implemented “Mears Connect” an industry leading social communication tool that enables over 11,000 users the ability to engage across multiple sectors using pc, tablet or mobile phone.

Mears Group are the market-leading provider of housing and care services. For more than 30 years they have been working with their partners across the UK to make a positive difference to the people and communities they serve. They combine expertise from four core business areas – Housing Maintenance, Housing Management, Housing Development and Care – to offer joined up housing and care services which enable people and communities to thrive.

A professional member of both CIPD and CIM, I am experienced in blending customer focused marketing and communications practice with internal audiences, to achieve employer brand awareness, loyalty and engagement.

As an OD, communications and engagement professional I’m skilled in delivering innovative and people centred organisational development initiatives in a way that guides organisations to realising the value of applying an internal, customer focused mind-set to organisational change and the development of a strong employer brand.

Amrit Niijar, Internal Communications Business Partner, Tarmac Amrit has been the Internal Communications Business Partner at Tarmac since January 2016.

Tuesday 17 September 2019

INTERNAL COMMUNICATIONS CONFERENCE Elouise Leonard, Strategic, Innovative Hr&D Professional , NCG Strategic, innovative HR&D professional (Chartered Fellow), Occupational Psychologist and change management practitioner with specialist expertise in organisational analytics and people data (Doctoral research). Experience within public, private and NFP sectors and consultancy roles, working with operations, management, executive teams and Boards. Organisational Development including change management (design and delivery), talent management & development, succession planning, internships & placements, volunteering, competency frameworks, culture development (EXA 2015 winner, Training Journal OD Programme of the Year 2015 winner), engagement surveys, corporate communications and PR, Reward, People Systems (ITrent) and ERP (Oracle), organisational design, data mapping and analytics.

Leadership & Management Development including executive and developmental coaching, coach supervision, personality tools (including MBTI Step 1&2, Hogan, Wave and OPQ32 qualified), 360 feedback, ILM centre management and programme design.

Learning and development including vocational programmes, apprenticeships and employability programmes, volunteering, career pathways, induction, team development (Belbin qualified) and LMS. HR including employment law (Unionised organisation experience), restructuring/TUPE, HR policy/process design, Health & Safety, performance management, EAP and Occupational Health. Talent Acquisition and Resourcing including design and management of specialist and bulk recruitment campaigns (including multi-site contact centres), talent pools, implementation of erecruitment (Taleo), assessment/development centre design, psychometrics, assessor training.

Mike Collins, Sr. Digital Learning, LX, UX Specialist, River Island I believe that HR/L&D and those who role model and lead others (titles not important here) have a huge part to play in building the workplaces of the 21st century by developing the environments, conditions and cultures in which we work, learn and perform. I believe in life long learning, that sharing what we know is what makes us who we are. It helps us develop as people. It helps us become better people AND helps us help others to become better people. That’s my ‘why’… I’m currently working with River Island where one of the largest digital transformation programmes in retail is taking place. My focus as always will be to use technology as an enabler for better comms, collaboration and placing community at the heart of learning and working.

Suzy Cross, Communication, Engagement, Culture Change, And Business Transformation Leader, ABCAM Works with CEOs, Boards and senior leaders across multiple disciplines and within companies ranging from SMEs to Globals and FTSE listed companies. Builds and leads teams to deliver high quality, tangible results within complex environments. A leadership development coach working with Cancer Research; and business mentor working with The Prince’s Trust.

Experienced in: • organisational change and transformation; behavioural / cultural change; organisation design • corporate and employee communications; brand; reputation management • employee and business engagement • learning and development • executive coaching, speaker training and facilitation

Chris Lincoln, Head of Learning and Development, Be At One Starting in hospitality 18 years ago, I have worked towards designing and implementing a variety of L&D functions for various businesses. From setting up an international training school in Ireland to creating welfare to work programmes in London for major events such as the Wimbledon Championships and the Olympics I have experience in all aspects of L&D. I have worked for major companies such as Compass Group and currently Be At One, building various training and development initiatives from front line to director level. I have a speciality in setting up L&D departments with both vocational and in house abilities, utilising digital and face to face learning throughout.

Nicholas Wardle, Head of Employee Engagement & Communications, One Housing Fellow of the Institute of Internal Communications; and proud member of the Engage for Success Steering Committee and of the Institute of Internal Communications London Committee. Specialties: IC strategies and tactics; senior leadership counsel; employee engagement; business transformation comms; defining measurement; employee involvement and participation; informed employee voice, delivering multichannel campaigns; writing speeches; planning and managing events; partnering with charities.

Tuesday 17 September 2019

INTERNAL COMMUNICATIONS CONFERENCE

Topic Streams Internal Communications and the Employee Journey Internal Communications and Customers How Technology is Changing Internal Communications Internal Communications and Wellbeing in the Workplace Employee Recognition Reward and Retention 360 Degree Communications in a Changing Workplace Communicating to a Changing Workforce

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INTERNAL COMMUNICATIONS CONFERENCE

Convince your boss Dear XXX, I would like to attend the Internal Communications Conference, 17th September, in London, UK. I have reviewed the agenda as well as the list of exhibiting companies and feel the return on the investment would be a major benefit as the event aligns directly to the priorities of our department [insert your priorities here].

It’s great value for the level of intensive education. In 1 day, I’ll have access to: • 10 hours of educational case studies from world-class brands Notable speakers include: [add here] • 10 topic streams covering the latest trends.

• Interactive focus group sessions • Networking opportunities with 400 peers working in similar roles to myself • Access to the event networking app, where I can arrange meetings and chat with other delegates prior to the day • Live demos from industry leading vendors

Here is a complete breakdown of the conference costs: Airfare: £ [xxx] Transportation: £ [xxx] Hotel: £ [xxx] Meals: £ [xx] (breakfast, lunch and all refreshments are included in conference fee) Conference Fee: £ (insert based on option selected above) TOTAL: £ [xxxx] There are a number of strategic and tactical “how-to” case study presentations on the day that I feel will allow us to transform engagement and save cost in the future. A few of the presentations that I plan to attend include [List Top 3 Sessions Here] I’ve reviewed the exhibitor list and there are a number of vendors participating that I plan to evaluate for future use. In addition to the exhibit showcase and product demonstrations, I plan on scheduling private vendor briefings onsite with [Vendor A, Vendor B, Vendor C].

I’ll also be able to build new business relationships and share best practices with other attendees working on the same priorities. This event has user/case study presentations and roundtable discussions with other users moderated by industry experts on topics relevant to our priorities including [Topic A, Topic B, Topic C].

Other staff members in our organisation will also be able to benefit as I will meet with the team when I return to relay recommendations and action items, and circulate a detailed an actionable report.

The full conference price* is £595+VAT and includes: • Conference attendance • Documentation (including presentation slides) • Planned functions • Breakfast and luncheons

Please accept this proposal to attend as I’m confident in the significant return we will receive for the small investment.

Thank you for your consideration.

[Your standard close]

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INTERNAL COMMUNICATIONS CONFERENCE

Upcoming Events 26 SEP 2019

13 FEB 2020

30 APR 2020

11/12

ENGAGE FOCUS GROUPS THURSDAY 26 SEPTEMBER 2019

NOV 2019

FUTURE OF THE CONTACT CENTRE CONFERENCE THURSDAY 13 FEBRUARY 2020

AUTOMATION AI AND ROBOTICS FORUM

MAR 2020

15 MAY 2020

THURSDAY 30 APRIL 2020

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12

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CUSTOMER ENGAGEMENT SUMMIT 2019 MONDAY 11 & TUESDAY 12 NOVEMBER 2019

DIGITAL WORKPLACE CONFERENCE THURSDAY 12 MARCH 2020

11

ENGAGE AWARDS 2019

12

EMPLOYEE WELLBEING CONFERENCE

NOV 2019

MAR 2020

MONDAY 11 NOVEMBER 2019

THURSDAY 12 MARCH 2020

EMPLOYEE ENGAGEMENT SUMMIT 2020 FRIDAY 15 MAY 2020

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Future of the Contact Centre Conference – 13th February 2019

Customer Engagement Summit 2019 – 11th-12th November

Customer Robotics and AI Directors Forum – 4th April 2019

Customer Engagement Transformation Conference – 11th July 2019 Internal Communications Conference – 17th September 2019

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USE OF INFORMATION We may share the information provided by you to us on both the booking form and/or any other communication with our employees, officers, representatives, sub-contractors and commercial partners when applicable in connection with the administration, registration relevant to the event.

Fees are strictly non-refundable and all invoices are liable for payment regardless of attendance.

Our registration requires information that includes (not in its entirety) your organisation, job title, email, phone number and when applicable postal address, this information may be included on a delegate list, event app and may be made available to attendees and some commercial partners and carefully selected external companies for marketing purposes.

EVENT ATTENDANCE Compliance with instructions and regulations, by attending the Event you comply with all applicable law, including (but not limited to) all health and safety legislation and requirements. All instructions given by us or on our behalf, including (but not limited to) in relation to any security arrangements and the terms and conditions of the Event venue (a copy of which is available on request prior to the Event).

SAFETY AND SECURITY You are responsible for ensuring your own safety and security whilst attending the Event as set out in these terms and conditions, we shall not be liable for any loss or damage suffered by you.

FILMING AND PHOTOGRAPHY We may, at our discretion photograph, film, broadcast or record the Event for our own use and purpose. You grant us an irrevocable licence to use and sub-license the use of your name, voice, likeness, image, statements and any contribution made by you at or to the event in any and all media (whether now known or hereinafter invented) throughout the world and in perpetuity.

You are not allowed to photograph, film, broadcast or record the event without express prior approval from the organiser.We reserve the right to refuse entry to the event, or subsequently remove you from the event if you fail to comply with these ticket terms and Conditions.

DELEGATE BADGES Provided delegate badges must be worn at all times during the event. Badges are only valid for the registered delegate and cannot be passed on or shared by any other person than the name on the badge. Any misuse will result in delegates being denied access to the event or asked to leave at the organisers discretion.

When attending a live event you will be issued with an RFID (radio frequency identification) chipped badge at registration, if your badge is scanned at the event you are providing consent for your contact details to be shared, should you not wish to share these details you can request a nonchipped badge at registration.

If you attend a session given by a sponsor and your badge is scanned this enables the sponsor to follow up with you post presentation regarding relevant information on products or services.

You may also be asked by a sponsor when visiting their stand if they can scan your badge, if you agree you are providing consent for them to follow up with you regarding relevant information on products or services which you may have discussed with them or they believe may be of interest to you.

CANCELLATION OR NO SHOW All delegate fees are non-refundable.

No refunds or credits will be given for non-attendance at any event.

TRANSFERRING A TICKET In the event that you are unable to attend the event you may transfer your booking to a colleague from the same organisation or another Engage Business Media event on a like for like basis (as specified in the Booking Form) without charge.

All transfers are at the discretion of the event organiser.

We believe that based on registration and current position you would be interested in other related events, business media opportunities and products/services our commercial partners offers. We will send you emails about our events, business media opportunities and you may also hear from specific commercial partners regarding their products and services, we look forward to working with you again soon.

If you wish to not receive marketing from us then please click the link of the footer of all our marketing emails of contact us at optout@ebm.media and you will instantly be unsubscribed from our email database (please notify us at least 48 hours prior to the event).

We have prepared a plain English and simple privacy policy that explains how we will use your personal data, this can be found at www.ebm.media/terms-conditions Please note: If you attend a session given by a sponsor and/or your badge is scanned by a sponsor at the event this enables them to follow up with you regarding relevant information on products or services which they believe may be of interest to you.

ENTIRE AGREEMENT These ticket terms and conditions constitute the entire agreement between both parties and supersede/override any other agreements, promises, assurances, warranties, representations and understandings between the parties, whether written or oral by any employee of Engage Business Media, relating to its subject matter.

THIRD PARTY RIGHTS These ticket terms and conditions are personal to the parties, and no third party shall have any rights, including under the contracts (Rights of Third Parties) Act 1999, to enforce the same.

WAIVER No failure or delay by us in exercising any right or remedy provided under this the Ticket Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict our further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict our further exercise of that or any other right or remedy.

APPLICABLE LAW AND JURISDICTION These ticket terms and conditions, their subject matter and their formation, are governed by English law. The courts of England and Wales shall have exclusive jurisdiction to settle any disputes arising in connection with these ticket terms and conditions, including any non-contractual terms. However, if you are a consumer and are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.