Sponsored by:

‘Sustainability for now and the future’

Wednesday 8 September 2021 (evening) – Friday 10 September 2021

East Midlands Conference Centre, University of Nottingham, NG7 2RJ

#CharityRetail2021

Charity RetailConference

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2 | CHARITY RETAIL CONFERENCE AND EXHIBITION 2021

Welcome from the Chief ExecutiveIt is with the greatest of pleasure that I welcome you to the first face-to-face event CRA has run since February 2020 – the Charity Retail Conference. We are so delighted to have you here, and to give us all the opportunity to meet again and celebrate what the charity retail sector does best – being resilient and creative in the face of all challenges.

And what challenges there have been since the last Conference in June 2019. Whether it has been closing shops, hibernating, reopening, loss of income, huge influxes of stock, shortages of volunteers, or just simply concerns for wellbeing and health, the sector has met them with fortitude, good cheer, and innovative approaches. Now is really the chance to let your hair down a bit, say hello to old friends, make new ones, and bask in the knowledge that we have survived the worst period most of us will ever have known.

So please just have a good time. Enjoy and learn from the many sessions on offer; have a great time celebrating the best of the sector at our awards dinner; chat to people and be sociable; and above all share in the family feeling that Conference always generates.

Our incredible CRA team, so stretched this year, have laid on yet another great event in spite of all the uncertainties. Thanks so much to Susan and Marie in particular, but also to all of the staff and directors who have made such an invaluable contribution to this most celebratory of events. And thanks to you for coming: I can’t express how lovely it is to have you here.

Robin Osterley, Chief Executive, Charity Retail Association

ContentsWelcome 2

Our sponsors 3

Programme 4

Conference bursaries 5

Wow! Factor awards 5

Enhanced catering 6

Awards dinner and drinks reception 7

Focus sessions 8-11

Where to find your session 12

Exhibition plan 13

Exhibitor directory 14-15

What you need to know 16

CHARITY RETAIL CONFERENCE AND EXHIBITION 2021 | 3

Our sponsorsWe are delighted to be working with some fantastic sponsors and exhibitors in 2021.

Headline Sponsors

Charity Retail Awards Wednesday Pre-conference social

Bursaries WOW! Factor Awards

Catering

DELEGATE BAG

4 | CHARITY RETAIL CONFERENCE AND EXHIBITION 2021

*Travel is not included as part of the package but any travel provided by the Charity Retail Association is free of charge.

Programme

Wednesday 8 September 20217pm – 9.30pm Wednesday Pre-conference social Atrium

Thursday 9 September 20219am Exhibition opens – refreshments served Exhibition Hall

9am – 11am Registration Atrium

11am Conference opens – welcome address Conference Theatre Emma Peake, Chair and Robin Osterley, Chief Executive, Charity Retail Association

11.15am – 11.45am Plenary One – How much is that donkey in the window? Conference Theatre Fundraising, the circular economy and active citizens Dr Danny Sriskandarajah, CEO, Oxfam

11.45am – 12.45am Focus Session A Various rooms

12.45am – 1.45pm Lunch in exhibition area Exhibition Hall

1.45pm – 2.45pm Focus Session B Various rooms

2.45pm – 3.30pm Refreshments in exhibition area Exhibition Hall

3.30pm – 4.30pm Focus Session C Various rooms

4.30pm – 5pm Exhibition Exhibition Hall

From 6pm Coaches will run from EMCC to Colwick Hall from 6pm – 7.30pm Outside EMCC

6.30pm – 8pm Drinks reception Colwick Hall

8pm – 10pm Awards Dinner followed by presentation of the Charity Retail Awards and Junk Orchestra Colwick Hall

10pm – 12.30am Disco, drinks and socialising, Bar open Colwick Hall

Coaches will run from Colwick Hall back to EMCC and the various accommodation blocks from 10.30pm – 12.30am*

Friday 10 September 20218am Exhibition opens

WOW! Voting closes at 9.30am Exhibition Hall

9.30am – 10.30am Focus Session D Various rooms

10.30am – 11.15am “Reckon this Charity Shop thing will catch on ?” Wayne Hemingway MBE, Partner, HemingwayDesign Conference Theatre

11.15am – 12noon Refreshments in exhibition area Announcement of WOW! Factor Award winners at 11.45am Exhibition Hall

12noon – 1pm Panel Session - Drawing the positives from 3 unprecedented lockdowns Conference Theatre

1pm – 1.20pm Plenary Two – Retail, Experience & The Hyperlocal: Building a shared future for Charity & Luxury Anne Pitcher, Managing Director, Selfridges Group Conference Theatre

1.20pm – 1.25pm Final questions Conference Theatre

1.25pm – 1.30pm Closing remarks by Emma Peake, Chair, Charity Retail Association Conference Theatre

1.30pm – 2.30pm Conference closes Networking lunch served Exhibition Hall

CHARITY RETAIL CONFERENCE AND EXHIBITION 2021 | 5

conference bursariesOur Bursary scheme, generously sponsored by Cybertill, offers financial support to smaller retail chains to be able to benefit from the learning and networking that the conference offers. The places awarded this year are as follows:

Nanette Mellor, The Brain Charity

Lauren Brown, RSPCA Manchester and Salford

Alison Keeley, LinkAble

Julie Whetton, St Joseph Hospice

Jasmine Dyer, Bath Cats and Dogs Home

Sunnie Luxton, Bracken Trust Cancer Support Centre

Rachel McGreevy, USPCA

Sue Elsden, Homestart Mid & West Suffolk

Susan Newcombe, Lewis-Manning Hospice Care

wow! factor awardsSponsored by Eproductive, two awards will be made; one for Best Shop Window and the other for Best Shop Interior. These awards recognise the huge amount of talent and creativity that goes into visual merchandising in charity retail.

Cast your vote on the app before 9.30am on Friday 10 September. Winners will be announced at 11.45am in the Exhibition Hall.

Sponsored by:

Wednesday 8 September 20217pm – 9.30pm Wednesday Pre-conference social Atrium

Thursday 9 September 20219am Exhibition opens – refreshments served Exhibition Hall

9am – 11am Registration Atrium

11am Conference opens – welcome address Conference Theatre Emma Peake, Chair and Robin Osterley, Chief Executive, Charity Retail Association

11.15am – 11.45am Plenary One – How much is that donkey in the window? Conference Theatre Fundraising, the circular economy and active citizens Dr Danny Sriskandarajah, CEO, Oxfam

11.45am – 12.45am Focus Session A Various rooms

12.45am – 1.45pm Lunch in exhibition area Exhibition Hall

1.45pm – 2.45pm Focus Session B Various rooms

2.45pm – 3.30pm Refreshments in exhibition area Exhibition Hall

3.30pm – 4.30pm Focus Session C Various rooms

4.30pm – 5pm Exhibition Exhibition Hall

From 6pm Coaches will run from EMCC to Colwick Hall from 6pm – 7.30pm Outside EMCC

6.30pm – 8pm Drinks reception Colwick Hall

8pm – 10pm Awards Dinner followed by presentation of the Charity Retail Awards and Junk Orchestra Colwick Hall

10pm – 12.30am Disco, drinks and socialising, Bar open Colwick Hall Coaches will run from Colwick Hall back to EMCC and the various accommodation blocks from 10.30pm – 12.30am*

Friday 10 September 20218am Exhibition opens WOW! Voting closes at 9.30am Exhibition Hall

9.30am – 10.30am Focus Session D Various rooms

10.30am – 11.15am “Reckon this Charity Shop thing will catch on ?” Wayne Hemingway MBE, Partner, HemingwayDesign Conference Theatre

11.15am – 12noon Refreshments in exhibition area Announcement of WOW! Factor Award winners at 11.45am Exhibition Hall

12noon – 1pm Panel Session - Drawing the positives from 3 unprecedented lockdowns Conference Theatre

1pm – 1.20pm Plenary Two – Retail, Experience & The Hyperlocal: Building a shared future for Charity & Luxury Anne Pitcher, Managing Director, Selfridges Group Conference Theatre

1.20pm – 1.25pm Final questions Conference Theatre

1.25pm – 1.30pm Closing remarks by Emma Peake, Chair, Charity Retail Association Conference Theatre

1.30pm – 2.30pm Conference closes Networking lunch served Exhibition Hall

Sponsored by:

6 | CHARITY RETAIL CONFERENCE AND EXHIBITION 2021

Sponsored by:

Enhanced cateringSponsored by East London Textiles, unlimited refreshments are located around the venue on both days, as well as an enhanced catering package for lunch times, which is locally sourced where possible.

CHARITY RETAIL CONFERENCE AND EXHIBITION 2021 | 7

awards dinner and drinks receptionOur annual awards ceremony is held this year on Thursday 9 September at Colwick Hall in Nottingham.

The world of charity retail – volunteers, staff and suppliers alike – will come together for a stunning evening of inspiring stories, entertainment and fun.

This year’s Charity Retail Awards will be hosted by 1st Waste Management’s Mike Nicol and our very own Robin Osterley, with entertainment from The Junk Orchestra.

The awards dinner will be followed by networking and a disco until 12.30am.

There will be a photographer at the event; the pictures taken may be used in our promotional materials. If you do not wish to have your photograph taken, please make it known to the photographer on the day.

Coaches will return to East Midlands Conference Centre from 10.30pm – 12.30am.

THINK! Drink driving: it’s not worth the risk

Please don’t drink and drive. Please use our coaches to travel to and from Colwick Hall or use the following local taxi firms:

DG Cars: 0115 950 0500 Lenton Cars: 0115 978 1781

Nottingham Cars: 0115 970 0700 Forest Cars: 0115 950 0600

Sponsored by:

8 | CHARITY RETAIL CONFERENCE AND EXHIBITION 2021

Focus Session A: Thursday 9 September, 11.45am – 12.45pm

A2: Brand and marketingBest practice for working with ‘digital first creators’ to promote charity retail MASTERCLASS Emma Slade Edmondson, ESE Consultancy Gallery Suites 2 and 3

A3: StrategyLearning from the Pandemic: Building a Vision for Volunteering MASTERCLASS Jarina Choudury, National Council for Voluntary Organisations Conference Suite 1

A4: OperationsCharity superstores – the future of charity retailing? WORKSHOP

Julie Neeve, Oxfam GB, Hannah Coventry & Lee Corkill, The Air Ambulance Service Conference Theatre

A5: People managementDeveloping your team WORKSHOP Jayne Cartwright, The Charity Retail Consultancy Conference Suite 2

A6: EcommerceSelling direct from our shops online and Collect in store operations MASTERCLASS Richard Pallier, British Heart Foundation Conference Suite 3

A7: CommunityHow charity shops can support people experiencing financial crisis WORKSHOP Sarah Cox, Charity Shop Gift Card, Rose Doran, Local Government Association and George Dunstall, The Children’s Society Gallery Suite 1

Key: Large and national retail chains Senior managers and key decision makers Frontline staff, shop managers, area managers Small retail operations Hospice content Suitable for all

Focus sessions

Secure, Reliable Systems Friendly Expert Support Happy Customers

Single Scan Barcodes

Ecommerce Integration

Business Intelligence

Gift Aid SignUp App

Mobile Apps

EPoS for: Charity, Reuse, & Retail that isproven to increase charity revenue.

www.kudos-software.co.uk

CHARITY RETAIL CONFERENCE AND EXHIBITION 2021 | 9

B1: SustainabilitySustainability - Packing a punch! Ideas to make your charity more sustainable INTERACTIVE PRESENTATION Terry Gardner, Acopia & Robert Barnard-Weston, Transform ESG Ltd Conference Suite 2

B2: Brand and marketingInnovating customer experience and manager autonomy at Lush WORKSHOP Nicola Carass and Katie Nugent, Lush Conference Suite 1

B3: StrategyThe future of ecommerce 2022-2025 MASTERCLASS

Barry Moles, Skyline Business Services Conference Theatre

B4: OperationsTrading in the new normal WORKSHOP Tracey Morrison, Becky O’Hagan & Samuel Cousins Shelter Conference Suite 3

B5: People managementEngaging Gen-Z – how to involve younger volunteers WORKSHOP Celia Abbott, Royal Trinity Hospice Gallery Suite 1

B6: EcommerceHow to generate revenue online with ‘brand new’ sustainable products WORKSHOP Gordon Glenister, Creative Apparel Gallery Suites 2 and 3

B8: EssentialTRUST – protecting your reputation by only working with reputable recyclers DISCUSSION GROUP Jonathan Mail, Charity Retail Association; Jill Sansom, Salvation Army Trading Company; Dawn Dungate, East London Textiles and David Roman, British Heart Foundation Conference Suite 4

POWERED BY

R E C O G N I S E D B Y

R E C O G N I S E D B Y

Helping your charity make a real difference

This is CHARiot Web

What makes us unique

Backed up by 30 years of experience, CHARiot Web is the cloud-based EPoS solution and specialist support you need to stay ahead of the curve.

How we can help

Configurable widgets mean your staff have access to the essential data they need at all times, from the head-office team to your volunteers. With greater portability and accessibility, and flexible monthly payments, your charity can come back stronger than ever.

Charity Cloud Solutions

est.1991

EPoS on traditional till or tablet

Full reporting with our interactive dashboard

Functional without an internet connection

Innovative & trusted

Digital Gi� Aid

FIND US

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charityretailsystems.co.uk

Focus Session B: Thursday 9 September 1.45pm – 2.45pm

10 | CHARITY RETAIL CONFERENCE AND EXHIBITION 2021

Key: Large and national retail chains Senior managers and key decision makers Frontline staff, shop managers, area managers Small retail operations Hospice content Suitable for all

Focus sessions

C1: SustainabilitySecond-hand fashion: the key role charity shops play in providing an alternative to fast fashion WORKSHOP

Enedina Columbano, TRAID Conference Suite 1

C2: Brand and marketingBranding storytelling through retail design MASTERCLASS

Andrea Robinett, Design4retail Gallery Suites 2 and 3

C3: StrategyRetail trends MASTERCLASS Alastair Lockhart, Savvy Marketing Conference Theatre

C4: OperationsGrowing your small chain WORKSHOP Vicki Burnett, The Charity Retail Consultancy Conference Suite 4

C5: People managementImplementing a retail people strategy WORKSHOP

Nat Kidd, Acorns Children’s Hospice Conference Suite 2

C6: EcommerceRe-commerce and Gen-Z WORKSHOP

Depop Conference Suite 3

C8: EssentialLooking after the personal safety of your people WORKSHOP

Terry Streather, Oakwood Training Gallery Suite 1

Focus Session C: Thursday 9 September 3.30pm – 4.30pm

Charity Technology Solutions

Affordable

Innovative

Wil-U lead the way

Easy-to-use

“The costs are much cheaper for an infinitely better product!” - Guildford Samaritans

“Wil-U is so easy to implement & incredibly easy to use. Volunteers love it!” - Exeter Leukaemia Fund

“Wil-U opens up a lot of options for us to inno-vate in the future & we’re looking forward to seeing where it takes us.” - Save The Children UK

Find out how we’re paving the way for charitytechnology solutions at www.wil-u.com

CHARITY RETAIL CONFERENCE AND EXHIBITION 2021 | 11

Key: Large and national retail chains Senior managers and key decision makers Frontline staff, shop managers, area managers Small retail operations Hospice content Suitable for all

D1: SustainabilityTwist the lens on operations for a sustainable future WORKSHOP

Liz Clarke, Douglas MacMillan Hospice Conference Suite 3

D3: StrategyThe future of the high street and meeting customer needs MASTERCLASS Paul Langston, CACI and Georgina Evans, Crisis Conference Theatre

D4: OperationsThe journey of rapid charity chain expansion WORKSHOP

Chris White, National Council for the Blind of Ireland (NCBI) Conference Suite 2

D5: People managementA roadmap to an inclusive culture WORKSHOP Rebecca Armstrong, Sparkle Develop and Kit Lendon, Blue Cross Gallery Suites 2 and 3

D6: EcommerceEcommerce expansion WORKSHOP Andrew David, St Peter & St James Hospice Conference Suite 1

D7: CommunityHyper localism and Emmaus community engagement WORKSHOP Tony Stephenson and Mark Johnson, Emmaus UK Conference Suite 4

D8: EssentialGrowing Gift Aid for charities of all sizes DISCUSSION GROUP

Michael Fleming, Nisyst Gallery Suite 1

Visit us at stands 12 and 15Join us for a special event from 2:30pm on Thursday!

W O R L D O F B O O K S G R O U P P R E S E N T S

Helping charities grow online sales 

Identify and value items

Valuable insights and performance reports

Sell on multiple marketplaces

Improve shop engagement with sales visibility

End-to-end Gift Aid tracking

Manage logistics and fulfilment

CRA Conference A5 advert_v2.indd 1CRA Conference A5 advert_v2.indd 1 20/08/2021 14:1920/08/2021 14:19

Focus Session D: Friday 10 September, 9.30am – 10.30am

12 | CHARITY RETAIL CONFERENCE AND EXHIBITION 2021

where to find your session

2019 CHARITY RETAIL CONFERENCE AND EXHIBITION | 37

First floor

CHARITY RETAIL CONFERENCE AND EXHIBITION 2021 | 13

exhibition plan exhibition hall

Headline and Awards

14 | CHARITY RETAIL CONFERENCE AND EXHIBITION 2021

exhibitor directory

Carrier bags, collection sacks, retail and gift packaging Monro Delegate bag sponsor 3

Acopia Exhibitor 1

Consultancy The Charity Retail Consultancy Exhibitor 21

Ecommerce Shopiago Exhibitor 15

Enterprise technology Zebra Technologies Exhibitor 19

EPoS Kudos Software Headline sponsor 27

Nisyst Headline sponsor 14

Wil-U Headline sponsor 16

Cybertill Bursaries sponsor 25

Eproductive WOW! Factor Awards sponsor 33/34

BMc Azurri Exhibitor 9

CRS Business Systems Exhibitor 17

CSY Retail Systems Exhibitor 18

IT services and supplies Brother Printers Exhibitor 10

Logistics Boxmove Headline sponsor 8

stand

Click on each exhibitor’s name to go to their website

CHARITY RETAIL CONFERENCE AND EXHIBITION 2021 | 15

New goods White Brothers Exhibitor 6

Portable appliance testing First Stop Safety Exhibitor 13

Recycling and collections industries Choice Textile Headline sponsor 4

World of Books Headline sponsor 12

East London Textiles Social and catering sponsor 11

CTR Group Exhibitor 29/30

Textile Recycling Association Exhibitor 31

TRUST Exhibitor 2

Precycle Group Exhibitor 20

Shopfitters Millers Retail Design Exhibitor 24

Morplan Exhibitor 26

Robert May of Holloway Exhibitor 32

Trade Lines Shop Equipment Exhibitor 7

Stationery, Christmas cards, greetings cards Elle Media Group Exhibitor 28

Steamers Propress Exhibitor 22

Training Charity Retail Learning Exhibitor 23

Waste management 1st Waste Management Charity Retail Awards sponsor 5

stand

16 | CHARITY RETAIL CONFERENCE AND EXHIBITION 2021

what you need to knowOur registration desk is open from 9am–6pm on Thursday and 8am–3pm on Friday. Outside of these times, delegates should contact the Orchard Hotel dial 0115 876 0900.

Room keys can be collected from 2.45pm on Thursday. If you are staying in the Orchard Hotel please collect your key from the Orchard reception. If you are staying in Rutland Hall please collect your key from the registration area in EMCC. You must collect your own key.

Please make sure you have vacated your bedroom by 9.30am on Friday. Keys should be dropped in the key collection boxes in the common area of your accommodation block or at the hotel reception.

Luggage may either be left in your vehicle in the car parks, which are all monitored by security, or in the luggage room in the Orchard Hotel. Please inform a member of staff at the Orchard Reception if you wish to use the luggage room

TransportIf you have travelled by car, it is free to park on campus. Please park in the EMCC car park, using alternative car parks if this is full. Cars can be left in any of the car parks on site. A permit will be needed if parking in an alternative car park - collected from the EMCC manager on site.

On Thursday evening coaches will take you to Colwick Hall for the drinks reception and dinner. The pickup point will be outside EMCC from 6pm–7.30pm and outside Colwick Hall from 10.30pm–12.30am to take delegates back.

FoodBreakfast is served in your accommodation restaurant from 7am–9am. All meals and refreshments are included in the conference fee, including lunch on both the Thursday and the Friday. If you have any dietary requirements please make yourself known to the catering staff.

Internet accessWiFi is complimentary - use the De Vere East Midlands Conference Centre entry in your wifi list.

EvaluationPlease complete the evaluation form on the Conference app on Friday 10 September.

Other essential informationThe university campus has a small shop and cash machine; a cash machine can also be found in the David Ross Sports Centre just across the road.

If you need to leave a session early or arrive late, please try to minimise noise and disruption. If you require any help with getting around any of the venues or locating disabled access entry points to buildings, please speak to a member of staff who will be happy to help.