The Big Handshake 2022

“Employee Engagement Influences Customer Loyalty”

In this session, industry heavyweights interacted with the audience to explore the relationship between these two vital elements of every business. Hosted by Tom Peace, MD of The Loyalty People and moderated by Julie Barbier-Leblan, CEO of Merit Incentives, our panellists discussed what needs to happen to create internal and external business excellence for brands and corporations. 

Panel Session One Host

Tom Peace, Managing Director, The Loyalty People

Tom has created a global community through The Loyalty People’s website and LinkedIn following, giving those in the loyalty industry a forum to share ideas and enjoy market-leading opinion.

Panel Session One Moderator

Julie Barbier-Leblan, CEO, Merit Incentives

Julie is a serial entrepreneur with 15 years of experience in disrupting innovative technologies and strategic partnerships. After a successful career in finance law in Europe, she launched her first start-up in Dubai in 2012. In 2016 Julie founded Merit Incentives to cater to the growing B2B demand for rewards & digital gifting in large enterprise clients.

Eleanor Kirby, Head of Buying, Europe, O.C. Tanner

Eleanor is an experienced leader of Buying and Business Development teams. At O.C. Tanner, Eleanor is responsible for the Gift Voucher/Experience strategy, curating a robust merchandise catalogue sourced directly from many of the world’s largest brands, and the development of custom awards.

Dave Robinson, Member Strategy Director, Virgin Red

For the last 10 years, Dave has been closely involved in building customer loyalty and delivering CRM programmes and targeted communications utilising one of UK retail’s most powerful data foundations.

Peter Dorrington, Chief Strategy Officer, Anthrolytics Ltd

An expert in Customer and Employee Experience Management Analytics, Peter has spent over 20 years advising boards on the strategic use of data and analytics related to customer and employee experience and loyalty management.

Jane Vilijoen, Corporate Psychologist & Founder, Best Hopes Coaching and Consulting

Specialising in the fields of Emotional Intelligence, leadership and building trust, Jane supports organisations with team and leadership development programmes. She leverages a combination of neuroscience and positive psychology for improved productivity, strategic achievement, self-management, communication, and engagement.

Perry Timms, Founder and Chief Energy Officer, PTHR

Perry is a proud Chartered member of the CIPD and is a 5x member of HR Magazine’s HR Most Influential list. He is currently named as the Number 1 Most Influential Thinker in HR for 2022.

He is an international TEDx speaker and award-winning writer on the future of work, HR & learning.

Panel Session Two Moderator

Denis Huré, CEO and Co-founder, Reward the World™

Denis’ corporate background has included positions with KPMG, Computer Associates and Claris (Apple’s Software subsidiary). He has undeniable expertise in marketing, international sales, finance, and emerging technologies.

Through his previous endeavours, he developed a strong understanding of loyalty programs, digital sales promotions and corporate rewards and incentives, having worked across these sectors for most of his career.

Sarah Sinden, Economic Crimes Customer Education Strategy Manager and founder of the Take Five to Stop Fraud Campaign, UK Finance

Sarah currently leads the industry Economic Crime fraud prevention education and awareness activities at UK Finance and is responsible for the development management of the Take Five to Stop Fraud awareness and behaviour change campaign. 

Sarah is also a director of the Fraud’s Women’s Network (FWN).

Michael Smith, Co-Founder, Loyalty Security Alliance

Now co-founder of the Loyalty Security Alliance (LSA) and a Board Advisor for Airline Information (Ai Events), Michael’s career includes time spent in Financial Services and at British Airways where he managed the non-air partners in the Frequent Flyer Program.

He regularly speaks on the topics of Account Take-over and Loyalty Fraud.

Paul Maskall, Fraud and Cybercrime Prevention Manager, Dedicated Card and Payment Crime Unit, UK Finance

With a background in law enforcement, intelligence, counter terrorism, cybercrime and fraud, Paul now works within the Dedicated Card and Payment Crime Unit (DCPCU) at UK Finance.

Recently appearing on BBC Crimewatch Live, Rip off Britain and BBC Radio 1xtra, Paul applies behavioural and psychological principles to his work to maximise impact and prevent fraud and cybercrime across strategy, innovation and education.

Catriona Still, Head of Fraud Prevention and Training, Dedicated Card and Payment Crime Unit, UK Finance

Cat’s 20+ years in fraud span the retail branch network and the Special Investigations Department at Nationwide Building Society. She then moved to UK Finance to manage the Industry’s Strategic Threat Management Process and the Fraud Intelligence Team.

Cat was seconded to the Financial Industry’s sponsored Police unit where she has been for the last three years.

Peter Taylor, Director, Peter Taylor Consultants Ltd

Peter is a former UK CID officer who went on to build his reputation disrupting organised claims fraud for the insurance industry. Peter now provides consultancy, investigation & training for clients in retail, banking, insurance, technology, and the private sector. 

Peter has produced the cybercrime triangle theory which is increasingly being recognised and used in the UK and beyond.