Thought Provoking
Hear from an impressive line-up of industry luminaries – including online and high street retailers digital experts – all talking about hot industry topics.
Exciting Agenda
An exclusive event bringing together a first class speaker line-up networking opportunities and a showcase of all the very best in payment technology
The latest payment tech and innovations
Get up-to-speed and get your hands on the very latest financial tech in the Innovations & Payments Expo
An exclusive event for senior professionals

Join us at this exclusive event. Be inspired and learn from industry experts, meet and network with fellow senior professionals and get up close and personal with the latest payments technology.

Worldpay’s Better Business Conference 2018 – The Power of Positive CX – plays host to 200 senior professionals in retail, hospitality, leisure, financial services and business services sectors. All gathered to discuss, debate and explore the industry’s hottest topics and key challenges.
Conference Speakers
Ken Hughes
Consumer and CX Consultant

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Ken Hughes is now acknowledged as the world’s leading Consumer and Shopper Behaviouralist and a ‘must-see’ performer. Every year, Ken shares his thought-disrupting insight with tens of thousands of delegates all over the world as one of the top 5 keynote speakers booked on the international conference circuit relating to customer experience, branding and the future consumer.

Georgina Nelson
CEO, Founder TruRating

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Georgina is the CEO and founder of TruRating, a customer experience company she launched in 2014. She began her career as a finance lawyer at Clifford Chance before joining Europe's largest consumers' association, where she advised the U.K. government on consumer and digital strategy. Here she identified a market need for mass, representative, reliable consumer ratings. She saw how this could not only improve the world of business but also be valuable to consumers alike. With this vision, she set about realizing the huge potential of TruRating by bringing together a wonderful team, exciting customers and forward-thinking partners in the payments industry. Her ultimate goal was simple – bring the truth back to ratings using point-of-payment customer feedback.

Jo Moran
Head of Customer Services Marks & Spencer

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As Head of Customer Service, Jo has played a fundamental role in leading the recovery of the M&S service ethos through establishing a clear customer proposition supported by the appropriate structure, recruitment, training, performance management and reward mechanisms. Jo’s current focus is on planning and executing the customer experience across the entire organisation as it seeks to become a truly multi-channel international retailer.

Scott Seaborn
Mobile Pioneer and Customer Experience Expert

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Scott started his career at Ogilvy, where his team won a host of awards for mobile products that became famous names. He then built the worlds most awarded mobile product studio, which was sold in 2014. Most recently Scott became Global Strategy Director for the world’s largest loyalty scheme corporation. Today he works independently as a management consultant specialising in customer experience and technology. Using the unique relationship people have with their mobiles, as well as the wealth of data they can provide, he is demonstrating the power of technology to redefine customer relationships.

Chris Crang
Vice President Marketing Worldpay

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Chris leads the Worldpay UK & Europe Marketing Team based in the International HQ in London. He works in partnership with many of the UK’s biggest high street brands to understand their growth ambitions and building advocacy amongst them by demonstrating Worldpay’s position as the UK’s most progressive and reliable payments partner. Chris has over 20 years’ experience in B2B Marketing, Communications, Product and Business Development across financial services and a variety of other business sectors. Chris has worked on brands such as American Express and Edenred.

Pete Wickes
SVP Corporate Sales Worldpay

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Pete currently leads Worldpay’s UK corporate business for both existing and new customers. Pete joined Worldpay in August 2011 when he was responsible for all new business activity across the UK and Europe for global enterprise eCommerce businesses supporting them with their global ambitions. Pete has 28 years of experience in payments and financial services. Prior to joining Worldpay Pete worked for both Barclays and Lloyd’s Banking Group in commercial leadership roles.

Steve Newton
Executive Vice President Worldpay

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Steve currently leads Worldpay’s United Kingdom and European business and focuses on further growth in the UK and expansion into Europe. Steve joined Worldpay Group plc in 2008 and was appointed Chief Operating Officer in September 2017, a role in which he was responsible for operations, revenue management, risk, compliance and strategic supplier management. Steve has nearly 20 years of experience in payments and financial services. He has spent the past seven years in Worldpay’s Global eCommerce division where he was responsible for the global Relationship Management teams across the United States, Europe and Asia.

Paul Heaton
Corporate Marketing Director Worldpay

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Paul is responsible for large and small corporate marketing, proposition and campaign delivery. He leads the corporate proposition development, new content generation and go to market strategy.

Daren Ward
Executive Partner Reply Marketing

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Daren is an Executive Partner at Reply, helping clients in the retail sector to deliver relevant innovation driven by technologies to increase efficiency and develop integrated, end to end positive change.

Spiros Theodossiou
SVP Product Management, Worldpay
  • David Blair, CEO - Fitch Retail Consulting
  • Nick Middleton, Strategic Payments Director - Virgin Money
  • George Vaughan, Head of IT - Royal Ascot
  • Ian McVey, Head of Northern Europe – Qualtrics
  • Gavin Walsh, Head of Client Solutions – LinkedIn UK
  • Miya Knights, Head of Industry Insight – Eagle Eye Solutions Ltd
08:30 – 09:30 Arrival, Registration and Innovations & Payments Expo
09:30 – 09:45 Welcome:
Chris Crang, Vice President Marketing, Worldpay
09:45 – 10:00 Worldpay Update:
Pete Wickes, SVP Corporate Account Management and Steve Newton, Executive Vice President, Worldpay
10:00 – 10:20 Customer Experience Report:
Paul Heaton, Corporate Marketing Director, Worldpay
10:20 – 11:00 Foundations for Effective Customer Experience:
Daren Ward, Executive Partner, Reply Marketing
11:00 – 11:30 Coffee and Innovations & Payments Expo
11.30 – 12.00 Developing a Customer-Centric Organisation:
Jo Moran, Head of Customer Services, Marks & Spencer
12:00 – 13:00 The Blue Dot Consumer: The Reality of Consumer Centricity and CX
Ken Hughes, Consumer and CX Consultant
13:00 – 14:00 Lunch and Innovations & Payments Expo
14:00 – 14:45 CX Panel Session
14:45 – 15:25 The top 6 insights, strategies and technical executions driving today's customer experiences:
Scott Seaborn, Mobile Pioneer and Customer Experience Expert
15:25 – 15:55 The Importance Digital Customer Advocacy:
Georgina Nelson, CEO & Founder, TruRating
15:55 – 16:25 Unified Commerce and Insights to Drive CX:
Spiros Theodossiou, SVP Product Management, Worldpay
16:25 – 16:30 Close and Recap:
Chris Crang, Vice President Marketing, Worldpay
16:30 – 18:00 Networking Drinks and Innovations & Payments Expo
Reasons to attend
Hear from successful business leaders
See how leading brands deliver superior customer experience
Get your hands on the very latest payments technology
Make new connections with industry colleagues
8 Northumberland Avenue is a stone’s throw away from Trafalgar Square, making it one of the capital’s most central venues. A former Grand hotel, 8 Northumberland Avenue has strong Victorian roots, though it has been completely restored to become one of the best multi-purpose venues in the city. The grand staterooms, combined with state-of-the-art technology, make this an ideal venue.
Invitees are asked to dress in business casual.

For all event queries, please email
Nearby Accommodation
The Trafalgar Hotel London
2 Spring Gardens SW1A 2TS
4 minute walk to the venue
Almost in the shadow of Nelson’s Column, and with the Palaces of Whitehall looming behind it, this hotel is at the heart of the capital.
Club Quarters Hotel London
8 Northumberland Avenue WC2N 5BY
A visually stunning building, The Grand at Trafalgar Square is a quintessential London hotel, located within the restored landmark Northumberland House – formerly the Victoria Hotel.
Corinthia Hotel London
Whitehall Place, Westminster, London SW1A 2BD
3 minute walk to the venue
A luxurious 21st Century redesigned Victorian hotel, The Corinthia is located in the heart of London, and a short walk away from the best attractions London has to offer.