Thursday April 4 2019, 30 Euston Square Auditorium
Thank you for joining us for CGA’s 2019 Insight Conference. Our aim today is to equip you with the insights and inspiration to get closer to consumers. And in Spring 2019, the need to do that could hardly be more urgent. For out of home eating and drinking operators, the challenges are coming thick and fast. CGA data points to broadly flat sales, rising costs and the most competitive market we have ever known. Closures and CVAs have rocked some of our leading casual dining brands, and sounded alarm bells for others. The onward march of delivery platforms, the integration of technology and the steady inward flow of new concepts create more headaches. Then there’s the huge uncertainty of Brexit, the impacts of which—in whatever form it eventually takes—will reverberate throughout 2019. As CGA’s 2019 Business Leaders’ Survey makes clear, it is a potent cocktail of challenges and threats, and a market that barely one in three of our sector’s bosses feel optimistic about. Yet a wide range of pub, bar and restaurant brands continue to thrive. Apart from impressive growth, what they have in common is a relentless focus on the needs and experiences of their guests, and a deep understanding of market trends. It sounds simple to achieve—but it’s not. To help, we’ve brought together some of our sector’s top experts and business leaders. Steve Holmes, CEO of ASK, Zizzi and Coco di Mama parent Azzurri Group will tell us how insights can keep established high street brands fresh and relevant. Marcel Khan will draw on his experience at a couple of the UK’s fastest growing operators of all, Nando’s and Five Guys, to show us how powerful branding and marketing can fuel roll outs of fledgling concepts like his new venture Thunderbird Fried Chicken. Building on that, three of our industry’s top marketing and publicity pros—Elliotts’ Ann Elliott, Fleet Street’s Mark Stretton and Supersonic’s Mark McCulloch—will explain how to cut through the noise and sell a brand in a communications landscape that is changing by the day. We’ll be diving deep into the equally fast moving drinks market with three top operators—Mitchells & Butlers’ Susan Chappell, London Cocktail Club’s JJ Goodman and Revolution Bars’ Kate Eastwood. CGA’s experts Karl Chessell and Graeme Loudon are on hand too, revealing the hottest locations, consumer groups and drinks in our market. Stone & River’s Molly Johnson-Jones brings findings from our new joint Brand Momentum Report, spotlighting the ups and downs of the biggest brands in the market. And with the help of CPL Online’s Jamie Campbell, Zonal’s David Charlton and Social’s Julian Ross, we’ll be making sense of the torrent of data and technology at our fingertips now. It’s a programme packed with insights that can unlock growth in this toughest of markets—and there’s time before, during and after the Conference to continue the conversations and start new ones. We’re glad to have you with us today, and we hope you enjoy your afternoon.
Join in the conversation @cga_insights #CGAInsight2019
Peter Martin, Vice President CGA @Peterm4rtin #CGAInsight2019
Session One 1.30pm
Introduction by conference chair Peter Martin
2.10pm The shifting out-of-home landscape Karl Chessell, director of CGA’s food and retail unit, will discuss the changing landscape of eating and drinking out in Britain - from cityscapes to market towns, the hotspots for new openings and sales growth, the black-spots for closures, and the spread of changing customer types, tastes and habits. He will draw on the need for new perspectives for location planning and consumer segmentation. Molly Johnson-Jones from retail and leisure consultancy Stone & River will share the latest Brand Momentum Report findings and how operators can win. Now in its second year, the report looks at key consumer metrics and supply trends for brands. The full list of which brands are moving up and down the tables will also be released. 2.40pm Let it roll Marcel Khan, CEO of the already expanding Thunderbird Fried Chicken street food brand, shares the secrets of how to go about establishing, then growing, a brand at pace from his experiences at Nando’s, Five Guys and now Thunderbird 3.00pm
Learning to love data A panel of technology experts examine how the latest developments in the tech world are changing the hospitality experience and customers’ expectations, and creating even more data: Jamie Campbell, Chief Commercial Officer, CPL Online Julian Ross, Chief Executive Officer, Wireless Social David Charlton, Commercial Director, Zonal
Session Two 4.00pm Head to Head interview Steve Holmes, CEO of Azzurri Group, one of casual dining’s top performing businesses, talks to Peter Martin about how insight is changing operational perspectives across his brand portfolio of ASK, Zizzi and Coco de Mama 4.30pm The science behind the bar CGA’s commercial director Graeme Loudon analyses the growth and demise of drinks categories; the vital role of ranging and pricing in winning in local markets; emerging trends and disruptors; and what a good bar really looks like. Followed by a panel discussion with leading operators: Susan Chappell, divisional director, Mitchells & Butlers JJ Goodman, Founder, London Cocktail Club Kate Eastwood, sales and marketing director, Revolution Bars 5.10pm The practitioners: how to land your message Three of the sector’s leading communications experts discuss the changing shape and role of marketing, PR and media: Ann Elliott, Chief Executive Officer, Elliotts Agency Mark Stretton, Managing Director, Fleet Street Communications Mark McCulloch, Chief Executive Officer, Supersonic Inc. 5:40-7.00
A NEW RANGE OF SPIRIT ENHANCERS For more information please contact firstname.lastname@example.org merchantsheart.com 4
Conference closes. Join us for complimentary canapés and drinks!
@merchantsheart Merchant’s Heart is a registered trademark used under licence. Please drink responsibly.
SERVING UP AWARD WINNING HOSPITALITY TECHNOLOGY
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0800 131 3400
Jamie Campbell Chief Commercial Officer, CPL Online
Molly Johnson-Jones Head of Customer & Strategy, Stone & River
Susan Chappell Divisional Director, Mitchells & Butlers
Marcel Khan Chief Executive Officer, Thunderbird Fried Chicken
David Charlton Commercial Director, Zonal
Graeme Loudon Commercial Director, CGA
Karl Chessell Business Unit Director - Retail and Food, CGA
Peter Martin Vice President, CGA
Kate Eastwood Sales & Marketing Director, Revolution Bars
Mark McCulloch Chief Executive Officer, Supersonic Inc.
Ann Elliott Chief Executive Officer, Elliotts Agency
JJ Goodman Founder, The London Cocktail Club
Julian Ross Chief Executive Officer, Wireless Social
Mark Stretton Managing Director, Fleet Street Communications
Steve Holmes Chief Executive Officer, Azzurri Group
Join in the conversation @cga_insights #CGAInsight2019
Jamie Campbell Chief Commercial Officer, CPL Online Jamie is currently working at CPL Online (now part of CGA), leading its commercial strategy for growth. He has been with CGA since 2009, at first working to support companies in the drinks supply market before moving over to the out of home retail arm of the business to serve as CGA’s Retail Business Unit Director. Jamie regularly consults with the sector’s top retailers to sharpen their consumer research and benchmarking tools. Jamie is a respected speaker in the eating and drinking out industry, having previously spoken at numerous industry events. He is also a judge of food and drink awards and keeps a trained eye on new and emerging eating and drinking out concepts.
Susan Chappell Divisional Director, Mitchells & Butlers Susan was appointed Divisional Director in March 2016 after 25 years with Mitchells & Butlers. Susan has worked in various roles in both marketing and operations over her career and is currently Divisional Director for the City Division, responsible for some of Mitchells & Butlers’ most loved brands in superb locations – All Bar One, Browns, Castle and Nicholson’s. Susan is a graduate of the University of Wales with a BSc (Hons) degree in Hotel and Business Management and also the University of Greenwich with a BSc in Nutritional Health.
David Charlton Commercial Director, Zonal Marketing Technologies David joined Zonal in September 2015 as Sales Director for Zonal’s online bookings and table management brand liveRES, progressing recently to Commercial Director of the Marketing Technologies division. Having spent the early part of his career in the hospitality industry with management positions at Manchester United Corporate Hospitality, Ramada Hotels and Tenpin, David has a genuine passion and understanding for the challenges faced by industry operators. For the past ten years, David has held senior sales leadership roles at SaaS and restaurant tech companies, including most notably four years spent at online bookings company Bookatable (formerly Livebookings), progressing from UK Sales Manager to Sales Director, responsible for a large UK-wide team.
Karl Chessell Business Unit Director - Retail and Food, CGA Karl Chessell is CGA’s Business Unit Director for Food and Retail. He worked with CGA as a partner and consultant for more than 20 years before formally joining us in April 2017. Karl has supported the eating and drinking out sector throughout his career, leading teams at businesses including Experian and CallCredit. He has worked closely with pub, bar and restaurant companies to understand their goals and provide tailored consumer insight and location planning solutions. Karl loves the sector, and whilst he adores his young children, he laments the loss of the pub that used to take pride of place in his garden.
Kate Eastwood Sales & Marketing Director, Revolution Bars Kate heads up the marketing, food and prebooked sales departments across two brands of 79 bars: Revolution and Revolucion de Cuba. Her previous career spans commercial food and drinks management, prebooked sales and marketing across Barracuda, Roadchef, Laurel Pub Company and Whitbread. Kate has a degree in International Management with Hospitality from the University of Brighton.
Ann Elliott Chief Executive Officer, Elliotts Agency A love of food and drink has been at the heart of Ann’s career since originally joining Whitbread, where her roles included Marketing Director: Beefeater, Marketing Director: Pizza Hut, Regional Operations Director for 280 WPP pubs and Marketing Manager: all Whitbread Ales. In 2001 Ann left Whitbread to set up Elliotts. Ann has been an Oxford Brookes mentor for nine years, a Catey’s judge for eight years, a member of the Arena committee for 10 years, and speaks and contributes to industry events. Ann runs Elliotts, the UK’s leading leisure and hospitality marketing agency.
JJ Goodman Founder, The London Cocktail Club Infatuated with bartending from a young age, JJ firmly established himself as an innovator in the drinks industry before opening his first bar at the age of 24 in 2008. Since then he has opened an additional 10 cocktail bars across London, pioneered revolutionary cocktail trends and through a series of accolades is now looked upon as one of the globe’s greatest drinks minds. JJ has also recently partnered with multiple global brands and is currently an ambassador for the likes of Sainsbury’s, Marks & Spencer, Lidl, Red Bull, Eurostar and Marriott to name a few. After partnering with The Prince’s Trust, Springboard UK and the British Institute of Innkeeping, JJ is now focused on education and developing a community resource within the hospitality industry. His vision is to open doors within hospitality for Britain’s unemployed youth and in collaboration with the industry’s leading companies to create the first government accredited qualification in specialised cocktail bartending. A globally recognized personality and thought-leader in the world of mixed drinks, JJ Goodman is the Founder and Owner of The London Cocktail Club bar group, and Craft Cocktail Co.
Steve Holmes Chief Executive Officer, Azzurri Group Steve became Chief Executive Officer of the newly created Azzurri Group in January 2015 to facilitate the management buyout of ASK and Zizzi from Gondola Group. The past four years has seen the continued growth of the ASK and Zizzi brands, the acquisition and rapid growth of Coco di Mama and the start-up of Radio Alice pizzeria. Prior to Azzurri, within Gondola Group, Steve was the Chief Executive Officer of ASK Italian and Zizzi and Managing Director of ASK Italian where he led the successful repositioning of the brand. An experienced operator in casual dining, prior to joining ASK Italian, Steve held a number of senior operational roles in the sector, including eight years at PizzaExpress.
Marcel Khan Chief Executive Officer, Thunderbird Fried Chicken Spending six years as Operations and Brand Development Director for Five Guys Europe, Marcel launched the US’s fastest growing restaurant chain in the UK, France, Spain and Germany. He oversaw over 90 restaurants including what would become eight of the company’s best-performing outlets in the world. Before Five Guys, Marcel was Regional Manager Director for Nando’s UK for almost a decade, where he helped the brand grow from 42 to over 260 sites and became the company’s top internal management developer. Prior to his time at Nando’s, Marcel held various operational managerial roles at UK restaurant chains including Loch Fyne, the Belgo Group and Planet Hollywood. Now serving as CEO of Thunderbird Fried Chicken, the TriSpan-backed dynamic street-food to high street restaurant project undergoing expansion, Marcel continues to take on new challenges.
Graeme Loudon Commercial Director, CGA Graeme is responsible for developing and implementing commercial strategies to accelerate CGA’s growth. Since joining as an Account Manager in 2007 he has accumulated more than a decade of experience delivering action-led insights and strategic consulting across the retail, supply and wholesale sectors. Graeme works consultatively with clients, sharing his vast knowledge about the out-of-home industry to help them identify fresh opportunities to grow their business. He is a popular speaker at conferences and seminars organised by CGA and others, including speaking at the UKHospitality Future Trends conference, Beer & Cider Future Trends, SibaBeerX, Casual Dining Show, Beer Writers Guild, Spirits Summit and Commercial Kitchen. Graeme is an avid Newcastle United fan and recently became a new dad.
Molly Johnson-Jones Head of Customer & Strategy, Stone & River As the head of customer and strategy at Stone & River, a consultancy that works with consumer facing businesses, Molly’s focus is on helping businesses to better understand and adapt to their customers and their changing demands, as well as improving the strength and direction of a brand’s proposition. She has worked with Revolution, McDonald’s and John Lewis, as well as a number of other UK retailers and restaurants. Before joining Stone & River Molly led the food retail research team at GlobalData, where she worked with retail sector clients across the high street, discounters and buyside investor industries. Molly is a specialist on topics such as consumer buying habits, supermarket mergers, high street decline and the changes in consumer eating habits affecting the restaurant industry. As an industry expert Molly has made appearances on the BBC, ITV Sky, and other media channels, as well as writing for, and being sourced by, a number of magazines and broadsheets such as the FT, Telegraph and Guardian.
Peter Martin Vice President, CGA With well over 30 years of experience in the sector, Peter brings his unrivalled experience and expertise to CGA’s data, providing analysis of trends and issues that no others can match. In this time, he has launched and run a host of industry magazines, journals and events, including M&C Report, the Retailers’ Retailer Awards and Peach Factory, which became part of the CGA family in 2013. Peter created CGA data services including the Coffer Peach Business Tracker and BrandTrack and is the leading commentator on the UK’s eating and drinking out market, speaking regularly at events at home and internationally.
HAPPENS WHEN YOU TRULY UNDERSTAND
Mark McCulloch Chief Executive Officer, Supersonic Inc. Mark McCulloch is one of the leading brand, marketing and digital minds in Europe. Mark has over 20 years brand, marketing, digital and social media experience, having held senior positions at lastminute.com, Barclaycard, YO! Sushi and Pret A Manger. Mark co-founded brand and marketing agency WE ARE Spectacular in 2012 and now runs premium brand and marketing strategy consultancy Supersonic Inc. based in London and Brighton, helping C-Suite level marketers and executives amplify their business across multiple sectors.
Julian Ross Chief Executive Officer, Wireless Social A passionate entrepreneur, Julian is the CEO of Wireless Social, a provider of wi-fi and guest analytics solutions for the hospitality sector. Julianâ€™s career began as Audit & Accounts Manager with Josolyne & Co Chartered Accountants & Business Advisers in Cheshire, followed by eight years as Account Manager at ntl:Telewest. Colleagues past and present testify to Julianâ€™s unique vision, exceptional interpersonal skills, tremendous energy and ability to bring new ideas to the market. Julian set up Wireless Social in 2013. Today, the company has over 3,500 hospitality customers and in excess of 12.5 million users of its wi-fi service in the UK.
Mark Stretton Managing Director, Fleet Street Communications Mark heads Fleet Street Communications, a specialist communications and content agency that helps leisure and hospitality businesses, and food and drink brands, tell their stories for key commercial audiences. Prior to co-founding the agency in 2011, he was a journalist who had been writing about the leisure sector for 15 years. Fleet Street-trained, Mark spent three years at The Sunday Times as a business correspondent, after which he became managing editor of The Publican, then editor of MCA. Mark has a complete understanding of the leisure sector and an intimate knowledge of how the relationship between companies, brands and the media should function. Fleet Street Communications boasts an impressive portfolio of clients including Be At One, Carlsberg, Casual Dining Group, Diageo, Ei Group and Expedia among many others. The agency supports its clients across a range of communication needs, including consumer, B2B, corporate, content, social and crisis.
From GUESS to GUEST Our Guest Management Platform and Restaurant Analytics give you the power of truly knowing your guest, the confidence to make datadriven decisions and the ability to deploy highly-targeted, multichannel marketing engagement campaigns that will drive visits and revenue growth. 12
MEET OUR SPONSORS
CPL Online provides digital learning and team engagement tools within the licensed hospitality and retail markets. We work with large scale operators and evolving organisations with strong growth aspirations. We serve over a million users with e-learning courses and business systems, supporting development, engagement and retention of talented team members.
Fishbowl is the leading data, marketing and analytics solution provider uniquely serving restaurants. Our solutions are based upon a powerful platform suite, expert analytics, and industry leading agency services – using insights from our thousands of restaurant clients. We empower restaurants to make enlightened decisions, engage guests, increase brand loyalty and accelerate same-store sales.
Zonal is the market leader in technology innovation specialising in the field of EPoS, guest management and customer engagement. For over 40 years, we have been working with clients to enhance the guest experience by building a powerful integrated solution. Zonal’s dedicated marketing technologies division unlocks the power of integration by bringing marketing, IT and operations together through a creative suite of products.
For over 50 years, Odgers Berndtson has helped some of the world’s biggest and best organisations find the senior talent to drive their agendas. We deliver executive search, assessment and development to businesses and organisations varying in size, structure and maturity. We do that across over 50 sectors, whether commercial, public or not-for-profit and draw on the experience of more than 250 Partners and their teams in 29 countries.
Merchant’s Heart is a range of seven premium spirit enhancers, designed to accentuate the carefully crafted flavours in premium spirits. It is an innovation from within the Suntory group, that benefits from the heritage and expertise of one of the world’s leading drinks companies. A collective of world-leading bartenders from the UK’s best bars were invited to help devise the ultimate mixers, the ones they dreamed of adding to the best spirits in their own bars. Our expert scientists examined the effects of carbonation, garnishes and ice cubes on the drinking experience, and honed the Merchant’s Heart liquids. Merchant’s Heart is committed to creating exceptional drinking experiences, through exquisite flavours, perfect carbonation and a focus on the joy of experience and ritual.
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Managing Director Head of Category Managing Director Digital & Brand Manager Senior Insights Manager Marketing Director CEO Management Accountant Head of Marketing Marketing Director Group Marketing Manager Property Director Marketing Manager Senior Insights Manager Marketing Manager Operations Manager Head of Consumer Insight & Innovation Category & Insight Manager Marketing Manager Channel Controller Managing Director Head of Marketing CFO Head of Marketing Managing Director Marketing Manager Managing Director Category and Insights Manager Managing Director Co-Founder Consumer Insights Manager Marketing Director Brand Manager Marketing Manager Head of Brand, Bella Italia CEO Managing Director Senior Client Manager Director Business Unit Director, Retail & Food Client Director Senior Client Manager Senior Client Manager Client Director Writer Business Development Manager Senior Client Manager Marketing Manager Client Director Commercial Director Vice President Senior Client Manager
Alchemist All About Food All About Food All Star Lanes Asahi UK ASK Italian Azzurri Group Azzurri Group Be At One Beds & Bars Beds & Bars Beds & Bars Beds & Bars Bidfood Big Chill Bar Black & Blue Restaurants Boparan Restaurant Group BrewDog BrewDog BrewDog Brewhouse & Kitchen Burger & Lobster Burger & Lobster Busaba Camino Camino Camm & Hooper Campari Group UK Capdesia Caravan Restaurants Carlsberg Carluccio’s Carluccio’s Casual Dining Casual Dining Group Ceviche / Andina Ceviche CGA CGA CGA CGA CGA CGA CGA CGA CGA CGA CGA CGA CGA CGA CGA
Charlie Mitchell Sophie Nadin Claire Parkinson Dionisio Rodriguez Josh Rowlands Lyuling Sun Oliver Sutcliffe Rachel Weller Holly Wells Anna Whitwood Jerome Enskat Matthew Kirby Sonia Boparai Kan Koo Jamie Campbell David Dasher Martin Hilton Anita Houghton Lewis Ingham-Cook Holly McEvoy Ryan Pulford Kurt Roberts Chris Fung Simon Iddon Ruth Carpenter Ginny Dale Kavi Thakrar Annie Lindsell Drew Brown Melany Haslam Jayne Loughlin Ann Elliott Sian Hughes Gemma Holmes Jo Fontaine Zoe Knowles Fatima Diez Jo Fleet Francesca Haimes Darren Smith Mark Stretton Graeme Ramsay Tony Cleeve Jenny Knight Ben Anderson John Nugent Ben Sharman Oliver Taylor David Hoare Anthony Woodhouse Alex Boden
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Heineken UK Heineken UK Heineken UK Heineken UK Holden Media Honest Burgers Imbiba Partnership Inception Group Ltd Island Consultancy UK Jamie Oliver Restaurant Group Jamie Oliver Restaurant Group Jamie Oliver Restaurant Group JJ Goodman Kolibri Drinks Lexington Catering London Union London Union Mademoiselle Desserts UK Manchester Airport Group Market Halls Marston’s Mast Jaegermeister MCA Merchant’s Heart Merchant’s Heart Merchant’s Heart Merchant’s Heart Mitchells & Butlers Mitchells & Butlers Mitchells & Butlers Mitchells & Butlers Moto Hospitality Moto Hospitality Mowgli Street Food Mowgli Street Food Muller Milk and Ingredients Nando’s New World Trading Co North Bar Novus Novus Oakman Inns Paul Pavli Consultancy Pizza Pilgrims Pizza Union Pizza Union Prezzo Restaurants Propel Pure Red Bull Redcomb Pubs (Young’s) Revolution Bars Group Revolution Bars Group
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Rich Levinson Rosa’s Thai Cafe saintnicks Shepherd Neame Shepherd Neame Shepherd-Neame SHS Drinks SHS Drinks Stone & River Stone & River Stonegate Pub Company Stonegate Pub Company Stonegate Pub Company Supersonic Inc. Tesco Hospitality TGI Fridays Thatchers Cider The Ivy Collection The Ivy Collection The London Cocktail Club The Makers Photography + Film The Makers Photography + Film The Tapa Republic Limited Thunderbird Fried Chicken Together in Hospitality Tortilla Turtle Bay UKHospitality Urban Village Pub Company Various Eateries wagamama WE ARE Spectacular West Berkshire Brewery Westons Cider Whitbread Whyte & Mackay Whyte & Mackay William Grant & Sons Wireless Social Wyevale Garden Centre YFood YFood YO! Sushi Young’s Young’s Zonal Zonal Zonal Zonal Zonal
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All the details around our 2019 event. Learn more about our 2020 event at www.cga.co.uk