here - Ticketing Technology Forum

TICKETING
TECHNOLOGY
F RUM
27-28 APRIL 2016 • DUBLIN • IRELAND
CONFERENCE PROGRAMME & EVENT GUIDE
© 2016 SAP SE or an SAP affiliate company. All rights reserved.
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HAS A LIFE.
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WELCOME
Faster. Sm
a
rter. Safer.
And more..
.
Today’s consumers are more demanding than ever. They want their tickets faster, smarter
and safer – and they want it wrapped in a more efficient, personalised experience. But what
do these mega-trends mean for our business?
We trust Ticketing Technology Forum 2016 provides (some of) the answers.
Over the next two days we will explore, debate and showcase the latest trends, innovations
and technologies which are the building blocks of the next generation of live entertainment
ticketing solutions.
Firstly, thank you for joining us in Dublin for the fourth edition of Ticketing Technology Forum.
and helping cement this meeting as EMEA’s leading ticketing sector event. We all know that
the ticketing sector is a diverse and highly fragmented B2B/B2C industry and, with your help,
this year’s edition certainly reflects that diversity. Attendance is up again (by >25% on last
year) with – as we go to press – more than 400 delegates from 28 countries.
Secondly, a big thank you to all our advisors, speakers and panellists, who collectively bring a
wealth of knowledge and experience to the debate. This year we welcome new faces from
Amazon, Google, Parques Reunidos, SAP, Goldstar, Shubert, Ticketmaster, Ticketfly and many
more to the 45+ speakers in the programme line-up.
Finally, our thanks to all our sponsors and partners. The ‘demo pods’ feature some of the
latest advances – not only in ticketing but also CRM, payment, analytics, fraud detection,
printing and distribution solutions. Do take the time to explore The Marketplace.
We have two days to roadmap the future, so please do ask those questions. After all, doesn’t
everyone need to seek directions when in unfamiliar territory?
Ian and all the Ticketing Technology Forum team
PS. We are committed to making Ticketing Technology Forum the industry’s most important
calendar event – so, if you enjoy your time with us here in Dublin then please tell your
colleagues. But if you don’t, please tell us and we’ll get it fixed. Happy ticketing.
Join the
debate
#TTF16
with
LET’S SHARE THE NEWS!
Twitter feed at @TicketTechForum
Twitter.com/TicketTechForum
3
PROGRAMME
Wednesday, 27 April 2016
08.00
Registration and Coffee in The Marketplace
09.00
Welcome to Ticketing Technology Forum 2016
Moderator: Karim Fanous, Head of Research and Insight, Music Ally
y
Opening
Keynote
!
OPENING KEYNOTE: THE CUSTOMER JOURNEY
09.10
Delivering An Engaging Experience
• Understanding the new expectations of your customers in
today’s technology-driven multichannel marketplace;
• Building an integrated multichannel strategy to engage and
understand the customer whenever, wherever and however
er
they choose to buy;
• Evaluating which technology and data choices will really
put customer experience and journey at the heart of
your ticketing strategy;
• Ensuring your strategy offer clear return on investment;
• Assessing how to best future-proof your strategy to keep up
p
with the speed of technological change in the industry.
Geraldine Wilson, General Manager, Amazon Tickets
PANEL DISCUSSION: SOCIAL TICKETING IN 2020
09.35
Social Media + Live Entertainment: 3 Years From Now
• Assessing how social media is evolving and how the
ticketing industry should respond to increase sales;
• Evaluating which new social media strategies you
should be looking at to maximise your marketing
reach;
• Considering which social networks offer the ticketing
industry the best opportunities to innovate;
• Assessing how to use social media more effectively to
achieve a better understanding of your customers;
• Understanding how to best respond to the dangers
presented by the explosion of social media usage.
Andy Donner, VP Business & Corporate Dev, Ticketfly, USA
oll AB
Markus Nilsson, Ticket Sales Manager, Hammarby Fotboll
AB, Sweden
Andrew Collier, Creative Director, Minor Entertainment
CASE STUDY: CASHLESS RFID & TICKETING
10.20
Implementing Cashless RFID Into Your Ticketing Strategy
A case study on applying cashless RFID technology to a
festival experience in order to boost turnover, maximise
efficiency and better understand your customers.
• Achieving a clearer understanding of the overall benefits of
a cashless environment in order to build a solid business
case;
5
TICKETING TECHNOLOGY FORUM 2016
• Establishing best practices of implementing cashless RFID
into your ticketing strategy on a cost-effective basis;
• Understanding the key technology challenges you need to
watch out for so you can minimise implementation risks;
• Evaluating how to make best use of the data capture
opportunity cashless RFID presents;
• Communicating transparency to your customers especially
when dealing with unspent funds.
Saad Afzal, Ticketing Director, Live Nation UK
10.45
Morning Coffee in The Marketplace
s!
Thi
s
s
i
M
t
n’
Do
GUEST SPEAKER: DYNAMIC PRICING LESSONS
11.15
What Key Lessons Can The Live Entertainment Industry
dustry Learn From
m
The Hotel Industry Regarding Dynamic Pricing?
Dynamic pricing has been a feature of the hotel industry since the
advent of Summer Holidays! Utilising sophisticated pricing
mechanisms has allowed hoteliers to maintain high occupancy levels,
s,
whilst also rewarding loyalty and encouraging group bookings. Our
he
guest speaker – from Spain’s fast-growing NH Hotel Group – is at the
forefront of pricing strategies for more than 380 hotels in 29
countries with up to 53,000 rooms being priced online at any time.
?
What can live entertainment learn from business and holiday travel?
roup,
p Spain
p
Ana Morillo Arroyo, Global Strategic Pricing Director, NH Hotel Group,
PANEL DISCUSSION: DYNAMIC PRICING NOW
11.40
Are We Ready For Dynamic Pricing?
• What key lessons can the live entertainment industry learn
from the travel industry regarding dynamic pricing?
• How can you make dynamic pricing work when there are
multiple organisations selling the same tickets?
• How can we effectively communicate with our customers in
n
a dynamic pricing marketplace and remain transparent?
• Which technologies offer us the best ways to manage
dynamic pricing?
• How can the industry ensure they are operating legally
and morally within their pricing strategy?
• What value does face value serve in 2016?
• How can we better understand the demand for
expensive and VIP tickets?
• Which sectors of the live entertainment industry is
dynamic pricing not workable?
Our expert panellists include:
Eric Valley, Ticket Sales Director, Cirque du Soleil, Canada
Áine McVerry, Director of Marketing &
Communications, The MAC Belfast, UK
Tom Schößler, Deputy Administrative Director,
Theaterhaus Stuttgart, Germany
Steven Sunshine, CEO, TixTrack, USA
José Ignacio, Corporate Director of Revenue Management,
Parques Reunidos, Spain
6
edge of
“The cutting
hnology is
ticketing tec
at TTF!”
all around us
ial
rds, Commerc
Robert Richa nbury Festival
sto
Director, Gla
PROGRAMME
THOUGHT LEADER: MOBILE & SOCIAL
12.25
The Convergence of Mobile and Social
Two key technology trends – mobile and social – are set to
fundamentally change sports and entertainment events.
Are you ready?
Fadi Naoum, SVP - Application Innovation, Head of
Sports and Entertainment, SAP, Germany
Carsten Wohlrath, SAP Event Ticketing Expert, SAP,
Germany
12.45
Networking Lunch in The Marketplace
KEYNOTE: THE MOBILE IMPERATIVE
14.15
The Extinction Path For Ticket Sellers Who Can’t Make The Leap
eap
p
• "How not to suck at mobile" - The story of how my
company went from being a laggard to a leader;
• The convenience gap - Why underinvesting in mobile
plays to our industry's greatest weakness;
• Batman and Robin - Stop worrying and learn to love
selling tickets on smartphones;
• Do I need an app or a mobile website? Yes;
• Be patient, quickly. Investing, getting it wrong, not
quitting and then getting it right with mobile.
Jim McCarthy, Co-Founder & CEO, Goldstar
INNOVATIONS SHOWCASE I
14.45
The Latest Developments in Software and Services
Keep up to date with new technologies and find out
what innovative applications and software are coming
to the market in our quickfire session, inspired by
pecha-kucha. Each innovator will have under seven
minutes to pitch their product and convince you of
their revenue driving or cost-cutting benefits. It’s
“Dragon’s Den meets X Factor” with scorecards at the
ready! This year our innovators include new ideas in:
• Mobile Payments;
• 3D Seat Mapping;
• Artificial Intelligence (AI);
• E-commerce/Online Engagement;
• Real-Time CRM Data Integration;
• On-Sales Demand Management.
15.20
Afternoon Coffee in The Marketplace
r at the info desk!
lie
Cast your vote for industry supp
7
TICKETING TECHNOLOGY FORUM 2016
SPECIAL GUEST: TICKETMASTER’S OPEN PLATFORM
15.50
Simplifying Complexity to Deliver Customer Success
2016 will be the year Ticketmaster provides open APIs, holds
s
public hackathons and fully engages the developer community
nity
worldwide. Our special guest speaker heads the Open Platform
orm
API initiative globally for Ticketmaster. The ticketing industry’s
’s
powerhouse has embraced a platform on which third-party
product innovators can support and help grow the entire
ticketing eco-system. The aim is for Ticketmaster’s APIs to be
“loved by developers” who in turn can provide innovative tools
and services to serve the needs of customers. Explaining why
an “open” platform is critical to Ticketmaster’s business and
sharing the progress on the release of empathic APIs to date,
we welcome:
Ticketm
aste
API rollo r’s
ut
Ismail El Shareef, Vice President - Open Platform and
Innovation, Technology - Management, USA
INNOVATIONS SHOWCASE II
16.20
The Latest Developments in Software and Services
Part two of our quickfire presentations, inspired by pechakucha. More ideas to drive sales and improve performance.
CASE STUDY: THE BIG DATA TWO-STEP
17.00
Leveraging Your Greatest Asset
• How to leverage your greatest asset (that’s data, btw) to
achieve deeper customer insight and increased ticket sales;
s;
• How such data insights have been applied on Broadway;
• Massing and segmenting across key data points to reveal
new marketing and engagement opportunities;
• Putting data to marketing – and vice versa;
• Analysing what’s working – across web, email, voice, directt
mail and social – and what isn’t!
• How do you build a data infrastructure to serve future
marketing needs?
Kyle Wright, Senior Interactive Marketing and Analytics
Manager, The Shubert Organization, USA
David Andrews, Senior VP, Shubert Ticketing, USA
17.30
Day one round up
17.40
Networking in The Marketplace (until 18.30)
18.30
Coach Transfers to the Ticketing Technology Awards 2016 at
Guinness Storehouse (Ticketholders only). See pages 20-21 for more.
23.30
Coaches return from Guinness Storehouse (Ticketholders only)
ts during lunch!
Awards ticke
Don’t forget to collect your
8
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Visit us at AXS.com
For more information: [email protected]
9
TICKETING TECHNOLOGY FORUM 2016
Thursday, 28 April 2016
08.30
Registration and Coffee in The Marketplace
08.50
Welcome Back
Don’t miss this!
THE FIRESIDE CHAT: A LIFE IN TICKETING
09.00
Tommy Higgins - From Record Stores To The Internet
Ticketing industry legend Tommy Higgins – whose career
path took him from his record shops in Ireland to become
Managing Director of Ticketmaster UK and Ireland – reflects
on a life in ticketing, the music business and beyond. Tommy
operated Ireland’s Star Records in the Tesco Arcade before
going into the ticket sales business. He set up Ticketshop in
1992 and went on to revolutionise the concert and sporting
worlds with the first computerised ticketing systems. When
Ticketmaster bought out his stake in the company back in
2010, he stayed on to run the European operations until
2013. He is currently chair of Accent Media which acquired
the Top Level Domain .tickets last year.
Tommy Higgins in conversation with Paul Williamson,
Managing Director, Sports Ink Associates, UK
KEYNOTE: GOOGLE, ENTERTAINMENT & TICKETS
09.30
Selling (More) Tickets With Google & YouTube
The internet’s global player provides a range of services and
solutions to help promoters, venues and rightsholders sell more
re
tickets. Joining up the power of Google Search (70% of all live
event tickets buyers use search engine in their research
process), content delivery of YouTube (billions of sports/music
related video views), Android mobile (>60% of all live events
queries already coming from mobile) – not to mention Google
Maps, Wallet etc. – there are plenty of existing opportunities for
Google to enhance and support the industry.
Stephanie Kovach, Industry Manager - Entertainment &
Ticketing, Google
GUEST SPEAKER: SELLING TOMORROW’S EXPERIENCES
S
10.00
Marketing Entertainment & Entertainment Marketing
The dynamic and budgets of entertainment marketing have
always been a little different from more traditional
consumer products, but as the world moves towards a
creative economy – where products and services are made
to engage and delight – entertainment is part of the design.
Don ‘Digital Wizard’ Levy, former SVP Marketing & Communications,
nicattions
ionss,
Sony Pictures & President, Smith Brook Farm (Los Angeles), USA
10.30
10
Morning Coffee in The Marketplace
kets
on tic
e
l
g
o
o
G
PROGRAMME
Parallel
Sessions
11
11.00-15.00 PARALLEL SESSIONS: BREAKOUTS & WORKSHOPS
During coffee, the conference programme breaks into parallel sessions until late
afternoon – offering a range of specialist breakouts and workshops covering key
topics in greater details and intimacy. Pick your own track or ‘chop and change’
throughout the day. Conference returns to plenary for closing debate of the Forum.
thr
The Marketplace
10:30
MAIN ROOM
ROOM 18
ROOM 20
(Ground Floor)
(First Floor)
(First Floor)
MORNING COFFEE
10:45
11:00
11:00-11:45
11:30
11:45
11:15-11:45
MOVE TO MOBILE
User Experience
11:15
CLOUD/RECOVERY
Battersea Arts Centre
DEMOS
11:45-12:15
11:45-12:45
SPORTS TICKETING
AS Roma
Liberty Stadium
England Rugby
12:00
12:15
12:30
ARTS & PRICING
Germany
11:30-12:00
MARKET OVERVIEW
Poland
12:00-12:30
12:15-13:00
FESTIVALS & APIs
Edinburgh Fringe
THEME PARKS
Pricing Strategies
12:45
13:00
LUNCH
13:15
13:30
13:45
14:00
14:15
14:30
DEMOS
13:45-14:45
13:45-14:30
PANEL: FRAUD &
SECURITY
Technology
& Legislation
TECH TALK
Beacons, NFC & more
CITYWIDE/ARTS
Malmö’s venues
14:30-15:15
MAJOR EVENTS
World Cups & more
14:45
15:00
14:00-14:45
AFTERNOON TEA
14:45-15:15
DATA INSIGHTS
Activity Stream
15:15
15:30
15:30-16:15
15:45
16:00
16:15
16:30
DEMOS
THE BIG DEBATE:
DEBATE
Re-Imagining
g g
The Box Office
ROUND-UP
CLOSE OF
F FORUM
essions
age
Turn the p
se s
e
h
t
f
o
s
l
i
a
ll det
for fu
11
TICKETING TECHNOLOGY FORUM 2016
MOVE TO MOBILE: UX
MAIN ROOM 11.00-11.45 The
e Perfect
Per
erffe
fectt Mobile
Mobil
bilie U
UX?
• The move from desktop website to mobile
device requires a comprehensive rethink of the
User Experience (UX);
• Understand best practice in mobile UX design
and learn some of the common mistakes;
• How is the French Open approaching the
move to mobile?
Andy Budd, Founder & Managing Director,
Clearleft, UK
Yang Li, Senior Digital Project Manager, French
Tennis Federation
MARKET OVERVIEW
W
ROOM 20 11.30-12.00 Poland:
oland: A Key
Key Opportunity
Opp
One of the most populous countries in Europe –
with the fastest growing economy and a young
demographic hungry for more entertainment –
Poland represents a great opportunity for
ticketing players.
• Historical development of Poland’s sports and
entertainment sector;
• What is the structure of the current ticketing
market and who are the key players?
• What have been the recent changes. Who are
new entrants?
• What is the outlook for one of Europe’s
brightest prospects?
Marcin Kowalik, Managing Director,klub.fm, Poland
PERFORMING ARTS/PRICING
ROOM 18 11.45-12.15 Germany’s Performing Arts
Pricing Strategies – Future Directions
• What are the key statistics relating to
performing arts ticket sales in Germany?
• How do today’s theaters, opera houses and
performing arts venues approach their pricing
strategy?
• What are the challenges (motives,
perceptions, external forces) for pricing?
• How is demand-oriented pricing perceived by
arts leaders?
• What role does public funding play in pricing?
• Where is pricing and ticketing heading?
• What can the ticketing industry learn from the
findings?
Tom Schößler, Deputy Administrative Director,
Theaterhaus Stuttgart, Germany
12
CLOUD-BASED
SED
DT
TICKETING
IC
CKE
KETI
ETING
TIING
T
NG
ROOM 18 11.15-11.45
-11 45 Turning Disaster Into
Opportunity With Cloud-Based Ticketing
At the time of last year’s Forum a fire had swept
through London’s much-loved and highlyrespected Battersea Arts Centre. However, just
two days after the fire, performances went ahead
and ticketing services were resumed. This session
explores how the BAC team got their venue online
and open for business after the disaster.
Phillip Payne, Box Office Manager,
Battersea Arts Centre, UK
SPORTS TICKETING/ACCESSIBILITY
MAIN ROOM 11.45-12.45 Ticketing Touchpoints
A sampling of the latest solutions and approaches
to sports ticketing, season ticket sales, improving
accessibility and enhancing the fan experience.
We’ll hear how:
• AS Roma is gearing up for its new stadium
and designing the box office of the future;
• Liberty Stadium, home of Swansea City FC,
customised its Venuemaster system to enable
disabled supporters to purchase tickets online;
• Saracens have deployed 3D ticketing
applications to boost season ticket and
hospitality sales;
Eric Solem, Director of Ticket Sales and CRM,
Stadio della Roma / AS Roma, Italy
David Enstone, Ticket Office Manager, Liberty
Stadium
Tom Flanagan, Debenture Sales and Marketing
Manager, Rugby Football Union
#TTF16
@ticke
ttechfo
rum
PROGRAMME
THEME PARKS/ATTRACTIONS/PRICING
FESTIVALS/APIs/SOCIAL
ROOM 20 12.00-12.30 Data For Theme Parks
We share insights from one of the world’s largest
theme park operators – Madrid-based Parques
Reunidos. The Parques Reunidos Group is one of
the leading, fastest-growing leisure park operators
in the world. With over 45 years’ experience, it owns
and operates 55 parks in 12 European and
American (USA and Argentina) countries and
employs up to 18,000 people worldwide in peak
season. How is this global visitor attraction operator
looking at big data, pricing strategies and new
approaches to ticketing?
ROOM 18 12.15-13.00 That Festive Feeling
• What’s new in festival ticketing? How are arts
and music festivals embracingmobile?
• How do we connect citywide ticketing systems
with multiple venues to offer the most
convenient solutions for festival-goers?
• What are the next challenges for ticketing the
biggest festivals in the world?
José Sanchez, Corporate Director of Revenue
Management, Parques Reunidos, Spain
12.30
Lyndsey Jackson, Head of Operations,
Edinburgh Fringe
Andrew Collier, Creative Director, Minor
Entertainment
Jan Willem van der Meer, CEO, Paylogic
International, The Netherlands
Lunch in The Marketplace served through to 14.00
PANEL DEBATE: FRAUD & SECURITY
MAIN ROOM 13.45-14.45 Strategies for Survival
Fraud in the ticketing sector is reported to be at
an all-time high. This briefing examines ways in
which the industry can embrace new solutions to
combat fraud and malpractice in an increasingly
open, dynamic marketplace. What new measures
can we take as an industry to remove the threat
of fake tickets, digital scams and data thefts?
Your expert panellists include:
Tim Chambers, Managing Director,
TJChambers Consultancy (Moderator)
Steven Armstrong, VP Europe North, FELD
Entertainment, The Netherlands
Ben Herzberg, Security Research Group
Manager, Imperva Incapsula, Israel
Ben Rapp, CEO, Managed Networks, UK
Reg Walker, Director, The Iridium Consultancy
TECH TALK: BEACONS AND BITS
S
ROOM 18 13.45-14.30 What’s New And
d What’s
Worth Trying?
We all need some guidance on the tech front... So
here’s our equivalent of Apple’s Genius Bar!
• Can using beacon technology improve the
customer experience, improve loyalty and
drive additional revenue?
• Are cloud-based ticketing systems sufficiently
robust?
• How best to integrate EPOS with ticketing and
membership?
Lots of tech questions and emerging possibilities
under examination with:
Leon Gray, Information & Business Systems
Manager, Aberdeen Performing Arts, UK
Ben Gibbons,Project Manager,
g Rugby
g y Football
Union, UK
CITY-WIDE ARTS INTEGRATION
ROOM 20 14.00-14.45 Malmö: Four Venues, One Platform
Can your rivals across town help to sell your tickets? Could you be selling theirs?
s?
Is there safety (and market growth) in numbers? These questions – and many,
many more – were debated at length by four arts organisations in Malmö
before the decision was taken to transfer their collective ticketing databases to
oa
single platform in the Summer of 2015. Sharing their story of ‘collective power’
and initial user experiences in this venture, we are pleased to welcome:
MichelleNordqvist, Sales Manager, Malmö Opera, Sweden
Thomas Wickell, Marketing Director, Malmö Opera, Sweden
David Thibel, Art Directors, Skånes Dansteater, Sweden
Jenny Bång, Marketing Director, Malmö Stadsteater,Sweden
13
TICKETING TECHNOLOGY FORUM 2016
MAJOR EVENTS: BEST PRACTICES
ROOM 18 14.30-15.15 Ticketing With Mass Appeal
An open mic discussion examining the latest trends
and solutions being deployed for future mass events,
including the Rio Olympics 2016, FIFA World Cup
Russia 2018 and the Rugby World Cup.
Paul Williamson, Director of Ticketing, England
Rugby 2015, UK
Frédéric Longatte, CEO, SecuTix SA, Switzerland
D
DATA INSIGHTS
ROOM 18 14.45-15.15 Customer Moments
RO
Sustainable strategies on using data to deliver a
Su
fantastic customer experience. Everything from
fa
collecting, enriching,visualizing and continuously
co
an
analysing your data to creating actionable insights
tthat
h empowers your organization tomake a
dif
difference
for your customers.
E
Einar
Sævarsson, CEO, Activity Stream
15.00
15
00
Afternoon Tea in The Marketplace
CLOSING DEBATE: RE-IMAGINING THE BOX OFFICE
MAIN ROOM
15.30
Does Anybody Still Need A Box Office?
There are some who still believe the box office should be ‘the
beating heart’ of the connected venue. But, increasingly, we
see box office spaces re-purposed into alternative
customer services (i.e. retail, catering, visitor centres etc) and
box office teams re-assigned and re-trained to broader
customer service roles. How will the ticketing customer
journey change over the next two years? Can ticket
collection be reconfigured to provide other customer-facing
actions? Shouldn’t our back of house staff become front-ofhouse ambassadors?
We debate the future of the box office with a range of voices:
Eric Valley, Ticket Sales Director, Cirque du Soleil
Dan Eastmond, Managing Director, Fire Station Arts
Eric Solem, Head of Ticketing, AS Roma, Italy
16.15
ce
Round-Up/Thanks/Close of Conference
16.45
Close of The Marketplace
17.00
Shuttle bus / taxi to airport
Programme correct at time of press but may be subject to change. E&OE
14
SPEAKERS & ADVISORS
Speakers & Advisors
Saad Afzal
Ana Morillo Arroyo
TICKETING DIRECTOR, MUSIC AT LIVE NATION
UK
GLOBAL STRATEGIC PRICING DIRECTOR, NH HOTEL GROUP
SPAIN
Saad’s ticketing career began with The
NEC Group in Birmingham where he
developed extensive experience managing
every aspect of the in-house ticketing
operation. As General Manager, he led
the evolution of the box office into a
national ticket agent and subsequently
launched The Ticket Factory in 2007. He
joined Manchester United in 2009 as General Manager of
Ticketing & Membership Services to head up the football
industry’s largest in-house sales and operations team. In
2013, he moved to Live Nation’s London office to take up
responsibility for UK events ticketing, customer experience
and more recently, the European VIP Nation business.
With over 8 years’ consulting experience
in top line growth for companies across
numerous industries such as automotive,
retail & distribution, Ana is currently
responsible for Global Pricing Strategy at NH
Hotel Group, a hotel chain operating more
than 375 hotels in 30 countries across the
world. Her main responsibilities include the
definition of the necessary strategic frameworks and vision for
the revenue management department in coordination with
marketing and sales to ensure top line growth maximisation
is achieved with a customer centric approach. Ana has a
Bachelors in Business Administration and is a frequent speaker
at international conferences and business school programmes
on an international level.
David Andrews
Jenny Bång
SENIOR VICE PRESIDENT, SHUBERT TICKETING
USA
MARKETING DIRECTOR, MALMÖ STADSTEATER
SWEDEN
David is the Senior Vice President of
Shubert Ticketing, the division of the Shubert
Organisation responsible for the sale of half
the Broadway tickets each year. Working at
the forefront of technology in ticketing, David
has spent his career testing, implementing
and optimising new technologies and
advances in live entertainment ticketing.
During his tenure at Shubert, his strategic oversight and guidance
have facilitated major advances in ticketing including: consumer
sales over the phone, online ticketing, API inventory integrations,
and enterprise-level wholesale partnerships. Today, one of
David’s focus areas is spearheading initiatives that fully integrate
attendee and buyer data into the live entertainment experience.
Jenny has been the Marketing Director of
Malmö Stadsteater (Malmö City Theatre)
since 2010 and has much experience in
working with communications and sales
in the Arts. She has directed the work with
Audience Focused Development at Malmö
Stadsteater’s Marketing Department,
transforming the customer journey, pricing
strategy and general marketing strategy into a modern state.
Jenny has a university degree in Modern Art History, Stage
Technology, Project Management and Gender Studies.
Steven Armstrong
Jonathan Brown
VICE PRESIDENT - EUROPE NORTH
FELD ENTERTAINMENT
THE NETHERLANDS
CHIEF EXECUTIVE, SOCIETY OF TICKET AGENTS
& RETAILERS (STAR)
UK
Steven has over 15 years experience working
in the family entertainment sector on brands:
such as Disney On Ice, Disney Live, Monster
Jam, Ringling Bros and Barnum & Bailey
Circus and Marvel Universe Live. He spent
the first seven years of his career working in
the United States with Feld before moving
to Europe to predominantly oversee the UK
market; where he was instrumental in doubling revenue since
his arrival in 2006. Steven now oversees Feld Entertainment’s
business in Europe and is based in Amsterdam.
Jonathan is Chief Executive of the Society of
Ticket Agents and Retailers (STAR), the selfregulatory body for the entertainment ticket
industry. STAR’s membership embraces all
the major primary ticket agents in the UK
as well as many venues and supporting
organisations. Members work to a strict
code governing high standards of customer
service and information and a dispute conciliation service
operates to help resolve customer complaints. STAR also works
on behalf of its members through information sharing and cooperation on key matters affecting the ticket industry. Jonathan
has represented STAR on ticketing issues in the press and at
industry events for many years.
15
TICKETING TECHNOLOGY FORUM 2016
16
Andy Budd
Andy Donner
CEO, CLEARLEFT
UK
VP OF BUSINESS AND CORPORATE DEVELOPMENT, TICKETFLY
UK
User Experience Designer and CEO of
Clearleft, Andy is a best selling tech author,
curates the dConstruct and UX London
conferences and helped set-up The Brighton
Digital Festival. Andy created Silverback,
a low cost usability testing application for
the Mac, and co-founded Fontdeck, a web
typography start-up. Andy is a regular
speaker at international conferences like SXSW, An Event Apart
and The Next Web. Never happier than when he’s diving some
remote tropical atoll, Andy is a qualified PADI dive instructor and
retired shark wrangler.
As head of business and corporate
development, Andy is responsible for
driving Ticketfly’s growth through strategic
partnerships and acquisitions. Andy has
nearly two decades of experience working
and investing in IT, digital media, and
consumer products. Before trading in his
suit for a hoodie, Andy spent eight years in
venture capital with Unilever Ventures and Physic Ventures, and
two years in investment banking with Wasserstein Perella. He
honed his operating skills by co-founding a digital marketing
venture, heading product marketing at an enterprise software
startup, and leading business development at both private and
public companies. Andy received his BA from Duke University
and his MBA from UC Berkeley.
Tim Chambers
Dan Eastmond
DIRECTOR, TJCHAMBERS CONSULTANCY
UK
MANAGING DIRECTOR, FIRESTATION ARTS & CULTURE
UK
An international ticketing specialist and senior
executive with over 20 years’ experience
within the live entertainment industries.
Career expertise includes direct knowledge
of Start-Up’s, UK and pan-European M&A
including geographical roll-ups, operational
consolidation, definition of cost-savings and
synergies, and leading corporate growth
initiatives. Currently advising a number of European and USbased companies, at various stages of corporate development,
which are seeking to transform their business operations.
Dan is MD of Firestation Arts & Culture, a social
enterprise based in Windsor, UK, which runs
a range of projects including The Firestation
Centre for Arts & Culture, Lemonade Gallery,
Beat Magazine, Prime Studios, and publishing
arm Fireythings. His career has taken him
from arts co-ops and online communities,
from pirate radio to the music industry, and
from galleries to entertainment venues. He recently established
DEconsulting, specialising in strategy reformulation and future
shaping for cultural and creative businesses.
Andrew Collier
Ismail Elshareef
CREATIVE DIRECTOR, MINOR ENTERTAINMENT
UK
VP - OPEN PLATFORM, TICKETMASTER
USA
Minor Entertainment creates spectacular
family theatre events in unique spaces. Its
production In the Night Garden Live tours in
an inflatable theatre and is about to enter its
7th year having sold over 680,000 tickets to
date. Prior to founding Minor Andrew toured
family productions across the UK with Fiery
Angel, was retained as a producer for the
Barbican Theatre, and produced at the Edinburgh Fringe.
Ismail is a technology leader currently serving
as the VP of Open Platform and Innovation
at Ticketmaster. Here he’s leading the charge
of opening up the company’s technical
capabilities, including APIs, to help grow the
business through partnership integrations
and product innovation. Prior to Ticketmaster,
Ismail was the Executive Director of Open
Platform at Edmunds.com. In that capacity, he built out the
Front-End Engineering team before leading the company’s
Innovation Pipeline development that’s based on Open APIs,
public hackathons and accelerator programs. He helped grow
the business through innovation, which most recently lead to an
acquisition, and enabling strategic partnerships.
SPEAKERS & ADVISORS
David Enstone
Leon Gray
TICKET OFFICE MANAGER, LIBERTY STADIUM
UK
HEAD - IT BUSINESS STRATEGY PLANNING,
ABERDEEN PERFORMING ARTS
UK
David is the Ticket Office Manager for Liberty
Stadium, home to Swansea City AFC and
Ospreys Rugby. David was integral to the
change over of ticketing system within
the Liberty Stadium, in 2014, and the
engagement with Ticketmaster. Through
speaking with the Clubs Disabled Supporter
Association it became apparent there was no means for
disabled supporters to purchase tickets on line. This was not yet
available through software and a challenge shared by other
clubs within the Premier League. David overcame this problem
by developing a platform within the software. Prior to joining
the Liberty Stadium David headed up ticketing operations for
Glamorgan Cricket and Brentford FC.
Leon started working for Aberdeen
Performing Arts in September 2005 and has
moved through the ranks, first as a Systems
Administrator, responsible for the day-to-day
administration of the Enta ticketing system, to
his current role as Information and Business
Systems Manager, where he manages the
company’s ICT systems and co-ordinates
strategy and policy development. When Aberdeen Performing
Arts appointed AudienceView as a new ticketing partner in July
2012, Leon project managed the transition between the two
platforms.
Karim Fanous
Tommy Higgins
HEAD OF RESEARCH, INSIGHT AT MUSIC ALLY
UK
CHAIRMAN, ACCENT MEDIA/DOT TICKETS
UK
At Music Ally we love music, and we love tech.
We believe that these worlds should not be
battling each other and so our mission for
the past ten years has remained the same:
to explore ways that the two worlds can work
profitably together. Karim consults to clients
across the recorded, live and digital music
industry. He is also a regular speaker and
has delivered keynotes at events including SxSW, Community
festival, AIM Music Connected and Midem and chaired and
programmed panels at events including the International Live
Music Conference and by:Larm.
Tommy served as the Executive Vice
President of Ticketmaster International,
responsible for overseeing all aspects of
business and operations in Europe for
Ticketmaster. He began his career in the
music industry in Ireland in the 1970’s,
operating a successful chain of retail music
stores. In 1986, Tommy formed a joint venture
with a group of investors to bring the HMV specialty retail brand
to Ireland. He went on to establish, in 1992, Ireland’s first fully
computerized national ticketing company, Ticketshop, which
was re-branded Ticketmaster Ireland in 1997 as part of a joint
venture with Ticketmaster.
Tom Flanagan
Lyndsey Jackson
DEBENTURE SALES & MARKETING MANAGER, RFU
UK
HEAD OF OPERATIONS,
EDINBURGH FESTIVAL FRINGE SOCIETY
UK
Tom has worked for the RFU since 2013 and
looks after the strategy, sales and marketing
of Twickenham Stadium’s 15,000 debenture
seats. He previously worked in sales and
account management roles at Wembley
Stadium and for IMG’s tennis division.
Lyndsey oversees the Box Office, operational,
financial and administrative aspects of the
Charity. Lyndsey joined the Fringe Society
in 2013 after six years as a producer and
general manager in independent new writing
theatre companies in Belfast and Lincoln,
preceded by four years managing research
support at the University of Manchester.
17
TICKETING TECHNOLOGY FORUM 2016
Stephanie Kovach
Yang Li
INDUSTRY MANAGER, GOOGLE
UK
SENIOR DIGITAL PROJECT MANAGER,
FRENCH TENNIS FEDERATION
After having studied and worked in
different cultures, Yang Li joined the French
Tennis Federation (FFT) for the sport he is
passionate about and entered the ticketing
industry. Having gained precious experience
in ticketing by leading major e-commerce
projects for premier tennis events including
Roland-Garros and the BNP Paribas
Masters, Yang is moving on to work on a larger scope of digital
projects for the FFT.
Stephanie is an Industry Manager at Google
specializing in the ticketing industry. In her
role, she helps customers strategically get
the most out of the web and achieve their
business goals. By working closely with her
clients on projects, she can drive incremental
profits in excess of $1M. She has been at
Google for three years, and joined from
Audible, an Amazon Company. In her ten years with digital, she
had a healthy obsession with tracking and a real love for data.
Marcin Kowalik
Frederic Longatte
MARCIN KOWALIK, KLUB.FM
POLAND
CEO, SECUTIX
SWITZERLAND
Previously Marcin was developing the business
of a performance marketing agency and
launched an affiliate marketing network for
the biggest banks and insurance companies
in Poland. As an affiliate for Eventim, biletin,
Bilety.fm, Ticketpro, Ticketonline, ebilet.pl,
kupbilecik.pl, he was delivering online ticket
sales. He developed the Polish market place
of the global life advice leader. The main tasks have included
the launch of the brand’s own TV channel, development of
cooperations with teleshopping partners, online partners and
the development of an online market place. Currently Marcin
is helping to find Polish IT / Marketing partners for German
companies. Out of Berlin he is managing three e-commerce sites
for the DACH region, running from the Polish infrastructure.
Frédéric is the CEO of SecuTix, a SaaS
ticketing solution provider headquartered in
Switzerland. He joined SecuTix in June 2015 to
accelerate the company’s growth in Europe in
particular in the sports and live entertainment
segments. Prior to SecuTix, Frédéric spent 16
years with Accenture, holding management
positions in sales, software development
and professional services. He launched Accenture’s Software
as a Service and Salesforce business unit in France where he
established strategic partnerships with SaaS companies and
delivered large-scale IT transformation programs for clients
across the globe. An international executive, Frédéric lived in the
United States, Singapore and Australia. He holds a Master of
Science from the Georgia Institute of Technology.
Don Levy
Jim McCarthy
FORMER SVP MARKETING & COMMUNICATIONS, SONY
PICTURES & PRESIDENT, SMITH BROOK FARM (LOS ANGELES)
USA
CO-FOUNDER/CEO, GOLDSTAR
USA
Don has been at the forefront of the
entertainment industry’s digital transformation
throughout his career as a senior executive
in animation, visual effects, digital media,
television and movies. After 17 years as
a member of the senior management
team at Sony Pictures Digital where he
was instrumental in the establishment and
growth of the studio’s visual effects, animation, post-production,
and digital entertainment businesses. Don launched Smith
Brook Farm to help thought leaders and businesses grow. He is
a member of the Academy of Television Arts & Sciences and the
Academy of Motion Picture Arts & Sciences.
18
Jim is an 18-year veteran of the Internet
and e-commerce who has spent his
entire career in high-growth businesses
and likes to share his knowledge and
insight with others. He’s the Editor and
main contributor to SellingOut.com,
a website for live entertainment and
arts marketers. He’s the Curator and
Co-Founder of TEDxBroadway. Jim
studied English at Harvard University and received an
MBA at UCLA Anderson School of Management. Jim
is a noted ticketing commentator and also operates a
couple of companies, amongst them Goldstar, which is a
US-based ‘Members- Only’ discounted / distressed / late
availability clearing- house. Very successful, Jim is widely
acknowledged as one of the best commercial thinkers
regarding ticket pricing (He also has his ‘Selling Out’ Blog).
WIRECARD
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Meet us at the
Ticketing Technology
Forum Event
27-28 April, POD 105
XIssuing & Acquiring
XmPOS & POS
XOmni-channel
TICKETING TECHNOLOGY FORUM 2016
Ticketing Technology AWARDS 2016
SALES & MARKETING AWARD
•
•
•
•
“Only The Brave” – Wales Millennium Centre
•
Platinum by Ticketmaster
16th FINA World Championships (Kazan)
“Masterfan” by Ticketmaster Spain
“GoldenTicket” Augmented Reality
by Eventim Netherlands
RISING STAR AWARD
•
•
•
•
•
Stephanie Lett, Live Nation
Liam Yandell, HQ Theatres & Hospitality
Mark Fisher, Royal Collection
Josh Whittaker-Vyse, Stoke City FC
ReplyBuy at Levi’s Stadium/49ers
Etix Mobile App
We Scan Tickets App
SAP Arena App
Ticketa Mobile App
Kaartjes.nl Mobile Portal
CUSTOMER SERVICE AWARD
•
•
•
•
•
ACF Fiorentina’s CRM
Liberty Stadium’s Disabled Supporter Services
Lisa Cobham, RWC15/Ticketmaster UK
The Contact Centre at Wales Millennium Centre
Websitealive – Live Chat
MOVING ON UP AWARD
•
•
•
•
•
“Audience in Focus” by Malmö Opera
Cirque du Soleil’s Demand-Based Pricing
Schlösserland Dresden
FanThreeSixty Integration
VW’s Autostadt Ticketshop
EXECUTIVE OF THE YEAR AWARD
•
Arndt Scheffler, Managing Director, White-Label
eCommerce GmbH
•
•
•
•
Ben Sebborn, Founder/CEO, Skiddle
20
Ticketing Technology Awards recognise
leadership, innovation and achievement in
the application of technology in ticketing
across sports, performing arts, music,
cinema, live entertainment and visitor
attractions. The awards aim to increase the
standards and best practice of ticketing,
drive awareness and adoption of future
ticketing technology and to improve the
customer experience for ticket-buyers
across all sectors.
Claire Hargreave, Sydney Opera House
MOVE TO MOBILE AWARD
•
•
•
•
•
•
ABOUT THE AWARDS
Javier Andrés Marin, CEO & Founder, Ticketea
Sam Isles, VP Artist Services, Ticketmaster
Michael Nabarro, Co-Founder & CEO, Spektrix
WEDNESDAY 27 APRIL
GUINNESS STOREHOUSE
7.30PM - 11.30PM
DRESS CODE - BUSINESS SMART
THE FINALISTS
PRODUCT INNOVATION AWARD
TO BE ANNOUNCED
ON THE NIGHT….
Industry Supplier of the Year
The Judge’s Choice
Outstanding Achievement
•
•
•
•
•
•
ReplyBuy
TodayTix App
.tickets domain names
Collector Ticket by Ticketmaster
Spektrix Customer Segmentation Tool
Playpass
CRM/DATA TOOL AWARD
•
•
•
•
•
API Integration for London’s West End
Purple Seven Insights
Ticketmaster Live Analytics
Merkle-Adobe Integration
Neo-Ticketing Project
PREMIUM/VIP TICKETING AWARD
•
•
Experience App from Live Nation
•
•
Festicket
Rugby World Cup 2015 Premium Hospitality
& Ticketing Programme
Club des Loges, French Open
SMART+CONNECTED AWARD
•
•
•
Arena App, SSE Arena Belfast
•
•
•
The Ticket Factory’s Systems Integration
Montreal Canadiens‘ Club 1909
Malmö’s Multi-Venue Ticketing Integration (Malmö
Opera / Tessitura)
Ticketshop v3 from Ticketscript
10-Day Access Control at Winterfest 2016
Mark Flitton
PRESENTER
Mark has been acting since 1988 and has
had success both in theatre and TV. When
not acting Mark teaches drama to young
people in his hometown of Swindon where
he has co founded ‘Swindon Young Actors’,
a drama school that caters for over 200
students. If he’s ever not teaching then
you will definitely find him in a field with
his metal detector. Mark’s television credits include ‘Call the
Midwife, ‘Hidden’, ‘Whitechapel’, ‘The Fixer’, ‘Casualty’, ‘Silk’ and
‘Spooks’. More recently you may well have spotted Mark playing
DC Jim Conroy in the critically acclaimed ‘Thirteen’ on BBC3
and BBC2. But, If you’re still sat there thinking “where do I know
him from?” then its more than likely from his recent portrayal
of a London taxi cabby in the recent Go-Compare ‘Fantastic’
campaign. Please don’t hit him!
CATEGORY SPONSOR
21
TICKETING TECHNOLOGY FORUM 2016
Áine McVerry
Michelle Nordqvist
DIRECTOR OF MARKETING AND COMMUNICATIONS, THE MAC
IRELAND
SALES MANAGER, MALMÖ OPERA
SWEDEN
The MAC is Belfast’s flagship arts venue
in the Cathedral Quarter which opened
in April 2012. Áine has been with the
organisation since 2004 and was part
of the small senior team that delivered
the capital build. Previous to this, Áine
worked in marketing and fundraising for
an international charity. She has also been
the Chair of the Belfast Arts Marketing Group and a board
member of Audiences NI, Northern Ireland’s first audience
development agency. Áine is an English Literature graduate
with a MSC in Communication, Advertising and Public
Relations.
Michelle has been the Sales Manager at
Malmö Opera since 2013. She started her
career at the box office eleven years ago,
and has since then worked within all the
different departments of the sales office
including groups, agents, B2B and CRM.
Two years ago Michelle was assigned as
the project manager of the procurement
and development of a new ticketing system for all the four
companies in the consortium. Since the decision of the
new ticketing system, one year ago, Michelle has been the
consortiums overall project manager for the implementation.
Fadi Naoum
Ian Nuttall
DEVELOPMENT SENIOR VICE PRESIDENT SPORTS AND ENTERTAINMENT, SAP
GERMANY
22
FOUNDER, TICKETING TECHNOLOGY FORUM / XPERIOLOGY
UK
Fadi is Development Senior Vice President
for Sports and Entertainment, the 25th
industry at SAP. His key responsibility is
the development of flexible and innovative
end-to-end-solutions that help sports and
entertainment organizations improve their
processes and maximize achievement. Its
customers include the German Football
Association (DFB), San Jose Sharks, TSG 1899 Hoffenheim, SAP
Arena, Bayern München and 1. FC Nürnberg. The product portfolio
of sports and entertainment comprises e.g. Team Management
& Team Performance, Ticketing- & Point of Sale innovations.
He been in global leading SAP positions for more than 15 years
and began his IT career at Lufthansa AG in 1989, where he was
project manager on the implementation of SAP software.
Ian Nuttall is the owner and founder of
Ticketing Technology Forum, presented
by his Xperiology events business. His
working life began in sports hospitality
events management (including Formula
1, horse racing and Wimbledon) before
pursuing an award-winning career in B2B
magazine publishing. He has co-launched
and edited numerous business titles (ranging from energy and
industrial processes through to airport design and Intelligent
Transportation Systems). He has also founded many of the
sports sector’s most respected publications and news sources. In
addition to his ongoing commitments as a sports business writer
and speaker, Ian provides highly-valued, specialist consultancy to
the sports and entertainment venue sector.
Markus Nilsson
Phillip Payne
EVENT & TICKET SALES MANAGER, HAMMARBY FOTBOLL
SWEDEN
BOX OFFICE MANAGER, BATTERSEA ARTS CENTRE
UK
Markus is 26 years old and has been working
as the Event and Ticket Sales Manager
for Hammarby Fotboll since October 2013.
Before that, he worked with the Swedish
FA and UEFA Women’s EURO 2013 in
Sweden, where he was Head of Ticketing and
Communications for the Local Organising
Committee. Markus has also previously held
the title of Club Manager at two clubs in Damallsvenskan, the
top league of women’s football in Sweden.
Phillip has worked in theatre and live
entertainment venues for twenty years.
Whilst completing a degree in Theatre
Studies at Lancaster University, he began
an accidental apprenticeship in theatre
operations and administration at Blackpool
Grand Theatre. This led to his first Box Office
Management position at the Leas Cliff Hall,
Folkestone. Aside from an interregnum running the Sheffield
International Concert Season in 2003-05, Phillip has worked
in Box Office Management ever since at Sheffield City Hall, the
Tricycle Theatre and, since 2007, Battersea Arts Centre. His
enthusiasms are music, theatre, cinema, writing, genealogy,
tennis, setting quizzes and Twin Peaks.
SPEAKERS & ADVISORS
Ben Rapp
CHIEF EXECUTIVE OFFICER, MANAGED NETWORKS
UK
Ben founded Managed Networks in 1992
and now presides over a full-service IT
company serving hundreds of SMEs as well
as some of the biggest multi-nationals such
as BT, Diageo and National Grid. Today,
Managed Networks looks after 70% of the
IT infrastructure serving London’s West End
theatre business. He is a Fellow of the British
Computer Society, a Chartered IT Professional a Non-Executive
Director of Intellect, the UK’s technology trade association. He
is also a Freeman of the Worshipful Company of Information
Technologists. He is a frequent speaker on IT issues and topics,
and holds the globally recognised CISSP information security
accreditation.
Einar Sævarsson
Tom Schößler
DEPUTY ADMINISTRATIVE DIRECTOR,
THEATERHAUS STUTTGART
GERMANY
After starting his career in the Automotive
Industry, Tom joined Theaterhaus Stuttgart,
Germany’s largest Not-for-Profit Theatre
Venue, where he is co-responsible for its
financial operations. Tom is also a Lecturer
for Arts Management, which he has taught
at several Universities and other educational
institutions. He recently completed a Ph.D.
program with a research on the Pricing Strategies of Publicly
Funded Theatres in Germany. His findings will be presented at
TTF16.
Eric Solem
CEO, ACTIVITY STREAM
ICELAND
HEAD OF TICKETING, A.S. ROMA
ITALY
Einar is the CEO / Co-Founder of
Activity Stream. He is passionate about
organizational innovation including people,
technology, operations and data. Prior to
Activity Stream, Einar successfully created
ticketing companies in four countries
as one of the founders of Venuepoint, a
leader in Scandinavian ticketing. Einar
holds a degree in industrial engineering.
Eric Solem is head of ticketing for A.S. Roma
and to become director of ticket sales and
CRM for the new Stadio della Roma stadium
project in Rome. As head of ticketing Eric
created the sales team and CRM platform
for A.S. Roma and is involved in building
and designing the technology that will run
the new stadium. At A.S. Roma Eric has
overseen a 50% growth in season ticket sales and the creation
of a dedicated premium program at the recently expanded
premium area at Stadio Olimpico in Rome. Eric previously
worked in numerous technology roles in the UK and in Italy,
including director of CRM sales in Europe and three years
at Expedia in the UK as head of Affiliates across EMEA.
José Ignacio Sanchez
Steven Sunshine
CORPORATE DIRECTOR OF REVENUE MANAGEMENT,
PARQUES REUNIDOS
SPAIN
PRESIDENT AND CO-FOUNDER, TIXTRACK
USA
José is a double graduate in Tourism
Business Administration and Library
& Information Science, having also a
Postgraduate Diploma in International
Hospitality Management. After graduation,
José launched his career in the hospitality
industry, where he began his specialization
in revenue management. He worked for
Hesperia Hotels and Vincci Hotels before joining Meliá Hotels
International, where he worked for 9 years, being finally
appointed Head of Revenue Management for EMEA. In 2014,
José embarked on the ticketing industry to lead one of the
most ambitious projects in the theme parks industry, applying
dynamic pricing and revenue management strategies.
Steven focuses on business strategy and
technology innovation at TixTrack. Steven
combines his knowledge of statistics
and business to oversee a team that is
revolutionising ticketing, from inventory
visualisation to ticket pricing optimisation,
while delivering the results in easy to use
products. With more than 40 issued patents
and 40 pending patents, Steven is focused on creating new
technology that solves customer problems. Steven has a Ph.D.
in chemistry from Northwestern University and an M.B.A from
the USC Marshall School of Business.
23
TICKETING TECHNOLOGY FORUM 2016
David Thibel
MARKETING DIRECTOR, MALMÖ OPERA
SWEDEN
David started work at Skånes Dansteater
in 2013 leading the design, film and
development within the marketing and
communications department. David has
a technical and design based background
with well over a decade of experience within
advertisement agencies and several years
experience running his own company. His
past job experience ranges from technical consulting, event
design and art direction to brand and concept development for
traditional media and digital platforms. David has been a part of
the management group for the procurement and development
of Malmö’s joint ticketing system, contributing mainly to the UX
and technical and conceptual elements of the project.
Thomas has been Marketing Director at
the Malmö Opera since 2007. Thomas has
had the privilege to work with the best in
different areas of audience development,
whilst realising many of the ideas he believes
in, including ticketing, pricing, social media,
statistics and new thinking. Under Thomas’
direction, Malmö Opera have changed its
ticketing system, optimised their pricing strategy, developed the
perception of the brand and have increased their audience with
over 50% over the last years. Thomas has previously worked
with major public events in sports, music and exhibitions.
Eric Valley
Paul Williamson
DIRECTOR OF TICKET SALES, CIRQUE DU SOLEIL
CANADA
24
Thomas Wickell
ART DIRECTORS, SKÅNES DANSTEATER
SWEDEN
FOUNDER, SPORTS INK ASSOCIATES
UK
Eric has been involved in live entertainment
since his teenage years. His career at Cirque
du Soleil started in 2001 mainly as a box
office and house manager on tour. In 2007
he worked to develop an all new ticketing
operation process for their Arena Shows.
Since early 2012, he is overseeing ticket
sales operations for all of Cirque’s touring
productions worldwide. As the Director of Ticket Sales, Eric has
recently rethought the revenue management strategies and
introduced a new demand based pricing approach currently
being deployed on all Cirque du Soleil touring shows.
Paul has worked on ticketing projects for
many major sports events, including Rugby
World Cups, Cricket World Cups and
Commonwealth Games. Most recently he
was Director of Ticketing at London 2012,
which sold 10.99 million tickets, valued at $1
billion. He now leads a consultancy, focusing
on reducing ticketing risk and improving
revenues at major events.
Reg Walker
Geraldine Wilson
OPERATIONS DIRECTOR, IRIDIUM CONSULTANCY
UK
GENERAL MANAGER, AMAZON TICKETS
UK
Reg Walker is the Operations Director of
the Iridium Consultancy and is the head
of the Commercial Protection Unit at The
O2, a position held since 2007. He is also
responsible for anti counterfeiting operations
at many UK festivals such as the Reading
and Leeds Festivals and Download. Walker
is generally recognised as the lead expert on
ticket fraud and touting within the UK. He is in his 30th year of
working within the live music and sporting sectors.
Geraldine is General Manager for Amazon
Tickets and has a background in launching
and running start ups inside and outside
Corporates. Before joining Amazon in 2014,
Geraldine was Managing Director for Micro
Merchants at WorldPay and launched
WorldPay Zinc a mobile card payment
product for very small businesses. Prior to
Worldpay, Geraldine was CEO of mobile telco, Truphone, VP
Mobile in Yahoo! Europe and had a variety of roles at Vodafone
UK, Group and Sweden for 12 years, where she launched the
UK‘s first prepay product.
SPEAKERS & ADVISORS
Carsten Wohlrath
PRODUCT MANAGER AND PRODUCT OWNER, SAP
GERMANY
Carsten is Product Manager and Product
Owner for the Event Ticketing solution at
SAP. In this role he collect and evaluate
requirements coming from customers,
markets and technical innovations and
create the strategic and functional roadmap
for the ticketing product. He is closely
cooperating with customer and development
teams to elaborate a secure, performant and future proof
ticketing solution to the sports market. His comprehensive
expertise in ticketing and CRM he collected as ticket manager
at the Bundesliga and in his position as the Head of Product
Management at CTS Eventim Sports GmbH and Sportfive
Tixx GmbH.
Kyle Wright
INTERACTIVE MARKETING & ANALYTICS MANAGER,
SHUBERT TICKETING
USA
Working at the intersection of data
acquisition and digital marketing, Kyle has
spent the last four years developing an
integrated data marketing platform which
leverages the power of the venue data
to better mine audiences and increase
ticketing conversion. Integrations with more
traditional marketing channels – email, social,
and retargeting/re-engagement – provide additional fuel and
added value to the platform. Prior to The Shubert Organization
Kyle managed marketing for an entertainment marketing
startup – Plum Benefits – which provides online access to live
entertainment discounts to employees as a corporate benefit
through HR departments.
Notes
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25
SPONSORS & PARTNERS
Sponsors & Partners
SAP SE
SAP SE is a world-leading provider for company software that supports
over 300,000 customers in 25 industries with its innovative technology
to operate profitably, continuously adapt to new requirements, and grow
sustainably. With SAP solutions, sports and entertainment organisations
are driving world-class innovation to: Engage fans like never before, improve
player and team performance, maximise revenue streams – grow existing
and create new ones, help teams, leagues, and venues run simply. SAP for Sports & Entertainment
– Get your competitive edge.
www.sap.com
ACTIVITY STREAM
Activity Stream is a next-generation business intelligence and productivity
platform that makes your business smarter and your team more productive,
proactive and capable. Activity Stream provides your team with complete
overview and full visibility, highlighting opportunities and situations that need
attention by continuously monitoring and performing intelligent analysis
of your business. We combine Business Activity Monitoring, Operational
Intelligence and enterprise activity streams with powerful data visualisation to offer a unique
solution to businesses that want to improve daily operations, deliver superb customer experience
and become truly data driven.
www.activitystream.com
ARTI GRAFICHE JULIA
Arti Grafiche Julia is a leading company in the Italian market for security
printing and tickets, including RFID technology, with a variety of tickets for
different events; sport, live music, ski passes, public transport and labelling
solutions. We currently export all over Europe and across 40 countries in the
world, our global production of tickets exceeds 250 million units per year. We
manage the whole production from graphic design to shipment, from our
premises in the industrial area of Trieste, Italy, offering a fast service with a short delivery time.
www.agjulia.it
AXS
AXS is a global force that provides the live entertainment industry with
the most comprehensive, far-reaching and user-accessible tools in the
marketplace. AXS not only supplies information and resources directly to
consumers through AXS.com, but also offers robust tools and services to
content owners (artists, teams) and venues through the AXS Ticketing and
Advantage products. Our passionate team uses the latest technologies to
offer ticketing services, digital marketing, venue websites and apps, in-venue payment solutions,
as well as reporting and analytics. AXS provides fans the opportunity to purchase tickets directly
from their favourite venues via a user-friendly ticketing interface, serving all phases of the event
lifecycle beyond just ticketing, through our consumer facing website, AXS.com, the AXS App and our
Proximity technology.
www.axs.com
27
TICKETING TECHNOLOGY FORUM 2016
CARBONHOUSE
Venue websites and apps are not our part-time gig; carbonhouse’s team
is the only company worldwide dedicated to providing the best interactive
solutions for the event industry. carbonhouse thrives on the pressure of
building high-profile sites that welcome millions of visitors. Our clients
are among the best venues worldwide including The O2, Mercedes Benz
Arena (Berlin), Barclays Centre, Staples Centre, Globe Arenas – Stockholm,
NJ Performing Arts Centre, Detroit’s COBO Convention Centre, British Summertime Festival,
plus more than 200 leading arenas, performing arts and convention centres worldwide. Well
architected websites must engage and inform patrons, event planners, sponsors and members of
the community. They must also serve staff as a lasting tool for branding and marketing. Combining
carbonhouse’s industry experience and award-winning designs with our Showtime CMS, built
specifically for venue and event websites, clients have visually stunning, interactive websites that are
simple for staff to maintain and update. The ease of use of our Showtime platform allows our clients
to concentrate on the big picture – booking events & selling tickets. With offices in North America and
Europe, carbonhouse can support clients worldwide including those requiring multiple languages.
www.carbonhouse.com
CEDAR PACKAGING
With over 20 years’ experience, Cedar Packaging is the global market leader
in creating brand-enhancing ticket and membership packaging for the Sports
and Live Entertainment industries. We manage the whole process, from initial
creative concepts and computer visuals, through to the production and the
global distribution of the finished product. Custom ticket packaging is a unique
and exciting way to engage with your audience, so talk to the Cedar Packaging
team today to see what innovative packaging solutions we can create for you.
www.cedarpackaging.com
CHEETAH SECURITY TICKETS
Raising the bar in security ticket printing. After 4 years of research and
development, we’re proud to announce the launch of the Demet; a unique
fraud-proof ticket, utilising demetalised technology. The Demet comprises
of three layers; two outer layers sandwiching the inner demetalised layer.
Each layer can be individually designed to meet your specific requirements,
including a bespoke App. The Cheetah Demet Ticket was designed and
patented by Cheetah MD, Jon Round, who was instrumental in the development of the application
of the demetailised strip used in UK bank notes.
www.cheetahsecuritytickets.co.uk
DOT TICKETS
.tickets is a new breed of top level domain (TLD) designed specifically for the
world of ticketing. It has been designed to simplify consumer choice, whilst
serving the ticketing industry and associated trade sectors within commerce,
entertainment, sport, travel and destinations of choice. .tickets is a simple,
clean web address that tells your customers exactly where to purchase
genuine tickets. Reduce drop off rates by channelling your customers
straight to the point of sale with a short, sharp domain that is memorable enough to bring them
back time after time.
www.tickets.tickets
28
Meet us on pod #133
TICKETING TECHNOLOGY FORUM 2016
HID GLOBAL
HID Global is the trusted leader in products, services and solutions related to
the creation, management and use of secure identities for millions of customers
worldwide. Recognised for robust quality, innovative designs and industry
leadership, HID Global is focused on creating customer value and is the supplier
of choice for OEMs, integrators and developers serving a variety of markets
that include physical access control; IT security, including strong authentication
/credential management; card personalisation; visitor management; government ID; and identification
technologies for a range of applications. HID Global is an ASSA ABLOY Group brand.
www.hidglobal.com
TRAFFICDEFENDER
TrafficDefender is the enterprise class, web traffic management and
queue system. TrafficDefender ensures websites continue to function
when the volume of traffic is in excess of what the infrastructure can
handle, by initiating a managed, first-in-first-out queue for excess
visitors. TrafficDefender guarantees you’ll be able to service your
customers even during peak events. Advanced features include UK-based
24/7/365 support, bespoke queue pages with optional video and social media feeds, VIP visitor
management, IP whitelisting and blacklisting, and quick and easy implementation with no code
changes necessary. Protect your brand and maintain uptime during your biggest ticket sales with
TrafficDefender.
www.intechnica.co.uk
MAKE IT SOCIAL
Our mission is to make the world a truly social place. We are making it
easier for groups of friends to book activities online, by eliminating problems
that make groups fail to finish their bookings. By integrating our solution,
organisations can attract more customers by catering for groups directly
within their own booking flow. We provide a set of APIs that allow companies
to integrate a social group booking functionality with a pre-determined user
experience, or as a completely white-labelled solution.
www.makeitsocial.com
OXYNADE
Oxynade, based in Belgium, offers a state-of-the-art white label online
ticketing self-service platform for event organisers (fairs, festivals,
conferences), venue owners, theme parks, etc. Oxynade are expanding
their B2B2C offering in the event management ticketing space. This has
proven to work in Belgium by white label partnering with Belgium’s number
one multi-purpose multi-venue organiser, TeleTicketService, owner of
eight of Belgium’s largest venues (Sportpaleis Antwerp, Lotto Arena Antwerp, etc). Four more
international white label partnerships have been established in the UK (WeGotTickets and Eclipse
Ticketing), Norway (MyEvents.no) and The Netherlands (Fansplus) with local ticketing partners. All
of those partnerships are based on the same Oxynade white label ticketing technology, focused
on local ticketing needs and are targeting other segments. While Oxynade operationally runs the
ticketing platform and related services, the partner focuses mainly on sales and marketing effort.
Interested? Come and meet us.
acc.oxynade.com
30
SPONSORS & PARTNERS
PACIFA DECISION
PACIFA decision is a 6-year old European company which creates and
develops innovative solutions to help venue managers in their daily
work. We work in staff optimisation and crowd control and are linked to
ticketing, access control and CCTV. Our groundbreaking 3D technologies
allow reduced operational costs while improving ticketing and hospitality
revenues. We are 20 team-mates fully dedicated to permanently upgrading
our existing tools and inventing new ones to always be on the cutting-edge of innovations. Our
various origins and partnerships allow us to manage up to nine languages (French, English,
Spanish, Portuguese, Italian, German, Slovakian, Polish and Russian) because our willingness is to
be in direct contact with your own managing teams; in order to work closely together in a friendly
and collaborative way, instead of being a basic supplier. Our existing references are our best
ambassadors to testify our product works and it is worth the investment!
You can follow us on Twitter @PACIFAdecision.www.pacifa-decision.com
QUEUE-IT
Queue-it is an online queue system for managing website overload during
extreme user peaks, such as high interest ticket sales. By adding Queue-it
to your website, users exceeding your site capacity limits are offloaded to
the queue system. The volume and pace of user inflow to your website is
managed dynamically in the browser-based, self-service console. As your
site capacity opens up, the users who waited in line are redirected back to
your site in the correct order and pace.
www.queue-it.com
SECUTIX
SecuTix offers a white label ticketing engagement platform to entertainment
professionals who wish to increase their revenues, create a compelling
customer experience and better control their distribution channels.
Combining core ticketing, CRM and Analytics in one single software suite,
delivered as a “Software as a Service” solution (Saas), SecuTix 360° allows
entertainment professionals to directly engage with their audiences across
all digital channels before, during and after the event. Designed to enable digital transformation,
our ticketing engagement platform helps event professionals reap the benefits of re-internalising
their ticketing function, whilst reducing their operational and distribution costs. Founded in 2002,
SecuTix is owned by the ELCA group - the largest independent systems integrator in Switzerland
and has offices in Switzerland, France, Spain and Vietnam. With more than 100 institutions live
on its cloud-based ticketing engagement platform, SecuTix serves customers in various business
segments including sport clubs, stadiums and arenas, museums, live entertainment organisations,
leisure parks and festivals.
www.secutix.com
31
TICKETING TECHNOLOGY FORUM 2016
THE MARKETPLACE
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32
Activity Stream…………..………………………………. 102
Cedar.…………………………………………………..………..
115
SecuTix……….…………………………..…………..……..…
133
TicketPlan…………..………………………………………….. 103
HID Global.…………………………………………..………
121
TixTrack.…………………………………………………….…
139
Wirecard…………..……………………………………………. 105
DOT Tickets……………………………………………………
123
Make it Social…………………………………….………
141
Oxynade…………..…………………………………………….
107
Ve Interactive..…………………………………….…..…
125
Ticketing3D………………………………………….…..…
143
PACIFA decision…………..…………………………….
109
SAP………………..…………………………………………………
127
Queue-it……..………………………………….………..….
145
Arti Grafiche Julia…………..………………………..
111
AXS….…………….……………….………..…………………….
129
Cheetah Security Tickets……………………..
147
TrafficDefender…………..…………………………….
113
carbonhouse……………………………………………….
131
WWL….………………………………………………..………..…
153
SPONSORS & PARTNERS
TICKETING3D
Mobile Media Content (MMC) has developed Ticketing3D, a first-of-itskind visual tool that uses video-games technology to model entertainment
venues in 3D for different purposes such as Ticketing Premium Experience,
Sponsorship Activation, Hospitality Space Design and Crowd Behavior
Analytics among others. Ticketing3D does not need a software installation
as the service is delivered directly from the cloud. It is available for all kind
of technological platforms and devices. Ticketing3D brings great value to organisations because
it becomes the main tool for venue and marketing managers both as a flexible tool to visualise
structural investments and also as a new interactive communication channel for fans and brands.
www.ticketing3d.com
TICKETPLAN
Established in 1999, TicketPlan were the original innovators of Refund
Protection and are now widely recognised as the UK market leader in this
sector. An ever-increasing number of ticket sellers are using TicketPlan
to protect their customers and achieve a significant incremental income
stream. TicketPlan can offer total support and quick, easy implementation
within the UK and a broad range of international markets. TicketPlan are
Members of STAR.
www.ticketplangroup.com
TIXTRACK
TixTrack provides web-based software for planning, tracking, and optimising
revenue from events. The company’s proprietary purchasing and data
analysis tools increase its clients’ revenues by tracking inventory status and
accurately determining the correct ticket price. Customers include event
promoters such as Cirque du Soleil, Feld Entertainment, Nederlander and
venues such as Air Canada Centre and The Verizon Center; and sports
teams such as The Los Angeles Clippers, New York Islanders and Chicago Cubs.
www.tixtrack.com
VE INTERACTIVE
Ve is a multi award-winning technology company offering a suite of apps
across one platform, which help ticketing businesses successfully drive
new traffic, reduce bounce rate and minimise website abandonment.
The company supports over 10,000 domestic and multi-national
online businesses and retailers in the delivery of real-time marketing
communications within customers’ journeys. Through dynamic display
advertising, Ve harnesses customer data and purchasing intent to deliver successful ad campaigns
that meet all advertiser KPIs. Tracking billions of transactions daily, Ve’s comprehensive data set
provides unparalleled insights into customer activity, while delivering highly-targeted content to
customers based on their purchasing activity and profile.
www.veinteractive.com
33
TICKETING TECHNOLOGY FORUM 2016
WIRECARD
Wirecard UK & Ireland, with head offices in Dublin (Ireland), provides
payment processing, risk management and banking services tailored
specifically to the needs of local merchants. As one of the leading fullservice providers in global electronic payments, Wirecard is fully aware
of merchants’ needs, both in national and cross-border transactions. The
company has predefined solutions designed specifically for the European
market. Wirecard UK & Ireland is part of the Wirecard Group, headquartered in Germany, and listed
on the Frankfurt Securities Exchange. For further information about Wirecard, please follow us on
twitter @wirecard.
www.wirecard.co.uk www.wirecard.com
WELDON, WILLIAMS & LICK
Weldon, Williams & Lick is a security ticket stock and hard ticket printer. If
you’d like: your ticket to project the best possible image for your event or
ticket system, to eliminate box office down time due to bad or inconsistent
ticket stock, your event/promoter/buying public to be able to look at your
ticket and know it is secure and/or a supplier who is sensitive to your needs
and responds to your deadlines, then drop by our stand in The Marketplace
networking area and we will have the solution for you.
www.wwlinc.com
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34
TICKETING TECHNOLOGY FORUM 2016
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36
SECURE ACCESS.
NO CARD REQUIRED.
Secure mobile access solutions by HID represent a revolutionary breakthrough in next gen
technology by combining convenience, flexibility and the power of Seos. With a simple tap
or use of our patented “Twist and Go” gesture technology, you’ll experience the most innovative
way to make an entrance—no card required. And because it’s all powered by Seos, issuing,
managing and revoking access couldn’t be easier—or more secure.
You’ll call it the most advanced way to use your mobile device.
We call it, “your security connected.”
YOUR SECURITY. CONNECTED
|
Visit us at hidglobal.com/mobile
© 2016 HID Global Corporation/ASSA ABLOY AB. All rights reserved. HID, HID Global, the HID Blue Brick logo, and the Chain Design are trademarks
or registered trademarks of HID Global or its licensor(s)/supplier(s) in the US and other countries and may not be used without permission.
TICKETING TECHNOLOGY FORUM 2016
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39
Stop by to learn how:
[email protected]
www.activitystream.com
NOTES
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41
Xperiology’s world-class, B2B meetings for sports, entertainment,
ticketing and technology sectors in 2016
NORDIC VENUE FORUM 2016
Our 6th annual meeting of sports, entertainment and arts venues across the Nordic region.
Dates/Location: 9-10 March 2016 / Malmö, Sweden
Content: Revenue vs Costs - Visitor Experiences - Business Strategy - and more...
Web: www.nordicvenueforum.com Twitter: @NordicVenue #NVF16
*Live Tech
THE STADIUM BUSINESS TECH DAY 2016
Demos
techday
TICKETING
TECHNOLOGY
F RUM
*TICKETING
!TECHNOLOGY
W
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N
16
0
2
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f
AW RDS
A one-day, expert briefing with live demos of the stadium’s integrated technology solutions.
Dates/Location: 5 April 2016 / Twickenham Stadium, London
Web: Tech_Day@Twickenham_Link Twitter: @stadiumbusiness #VTD16 #TechDay
#1 EMEA’s
g ticketing
meetin
TICKETING TECHNOLOGY FORUM 2016
Europe’s leading entertainment ticketing B2B meeting with 400+ executives.
Dates/Location: 27-28 April 2016 / Dublin, Ireland
Content: Dynamic - Social - Mobile - API Integration – Cloud - Demos - Payments
Web: www.ticketingtechnologyforum.com Twitter: @TicketTechForum #TTF16
TICKETING TECHNOLOGY AWARDS 2016
Dates/Location: 27 April 2016 / Guinness Storehouse, Dublin
Attendance: 200+ industry leaders, opinion-makers and worthy winners!
Content: Recognising leadership, innovation & achievement in entertainment ticketing
Web: www.ticketingtechnologyforum.com Twitter: @TicketTechForum #TTA16
THE STADIUM BUSINESS SUMMIT 2016
{
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Specialgis meetin S16 at #SBrid
in Mad
THE LEVEL SUMMIT
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THE VENUE TECHNOLOGY MEETING
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*
The world’s leading gathering of stadium, arena and sports venue business leaders.
Dates/Location: 31 May-2 June 2016 / NH Eurobuilding, Madrid, Spain
Content: Revenue - Events - Operations - Technology – Leadership – and more...
Web: www.stadiumbusinesssummit.com Twitter: @stadiumbusiness #SBS16 #StadiumBiz
FAN EXPERIENCE FORUM 2016
Date/Location: 31 May 2016 / NH Eurobuilding, Madrid, Spain
Attendance: 200+ fan experience ‘engineers’ for sports, music and entertainment.
Content: Digital Strategies - Social Media - Monetisation - Fan Engagement
Web: www.fanexperienceforum.com Twitter: @FanXpForum #FXF16
PREMIUM SEAT SEMINAR 2016
Date/Location: 31 May 2016 / NH Eurobuilding, Madrid, Spain
Attendance: 150+ Directors of VIP, Premium & Hospitality in sports/events.
Content: Sales - Service - Renewals - Design - Catering - Data and more...
Web: www.premiumseatseminar.com Twitter: @PremSeatSeminar #PSS16
THE STADIUM BUSINESS AWARDS 2016
Date/Location: 1 June 2016 / Santiago Bernabéu Stadium, Madrid
Attendance: 350+ industry leaders, opinion-makers and worthy winners!
Content: Recognising the best in the stadium business worldwide.
Web: www.stadiumbusinessawards.com Twitter: #SBA16 #StadiumBiz
THE LEVEL SUMMIT 2016
200+ live entertainment leaders from arenas, theatres and music venues.
Dates/Location: 11-12 October 2016 / Belfast, UK
Content: Revenue Generation - Customer Experiences - Programming
Web: www.thelevelsummit.com Twitter: @TheLevelSummit #LVL16
VTECH: THE VENUE TECHNOLOGY MEETING 2016
}
*Venues, Music &
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together sinted
parallel
CTOs, CIOs, Heads of IT/Digital from sports, arts, entertainment and event venues.
Dates/Location: 11-12 October 2016 / Belfast, UK
Web: www.vtechmeeting.com Twitter: @VTECHMeeting #VenueTech
THE STADIUM BUSINESS DESIGN & DEVELOPMENT SUMMIT 2016
60+ Project delegations representing new stadium, arena and sports venues
developments from around the world.
Dates/Location: 31 Oct-2 Nov 2016 / Liverpool & Manchester, UK
Content: Planning - Design - Engineering - Construction - Fit-Out
Web: www.stadiumdesignsummit.com Twitter: #TDS16 #NewStadium
More about us at www.xperiology.com
/Users/iannuttall/Desktop/XP-Latest-EventsRoster-amended.pages
Information correct at 18/03/2016
theatre
Visit www.tickets.tickets to
register your .tickets domain
Grow your business
| Protect your brand | Simplify customer choice
TICKETING
TECHNOLOGY
F RUM
WE WOULD LIKE TO THANK OUR PARTNERS
& SPONSORS FOR THEIR SUPPORT OF
TICKETING TECHNOLOGY FORUM 2016