Guest Speakers

Retail Conference | Mon 11 – Fri 15 November

We are thrilled to welcome a trio of experts to this year’s Retail Conference. From sector scoops by one of the most highly regarded travel trade journalists, to fascinating insight from a leading consumer behaviourist, and a customer service expert trusted by CEOs and governments - each guest speaker will share their fascinating observations and insight based on best-in-class knowledge and experience.

Lucy Huxley

Travel Weekly

Lucy Huxley is one of the most highly regarded journalists in the travel industry and has more than two decades of experience in covering travel trade news. She joined Travel Weekly in 2010, following 12 years at the Travel Trade Gazette. In addition to overseeing editorial content, she is also heavily involved in all aspects of the UK travel portfolio, including relationships with key partners and the group's extensive calendar of events.

Ken Hughes

Consumer Behaviouralist

Ken Hughes - acknowledged as one of the world’s leading consumer behaviouralists and customer experience strategists - is best described as a ‘Social Science Frankenstein’. An anthropologist, sociologist, cyber behaviouralist, and consumer psychologist, Ken has been CEO of a specialist consumer insight agency, an actor, an author, a TED speaker, and a strategic advisor to some of the biggest global brands.

Jo Causon

CEO of the Institute of Customer Service

Jo is CEO of the Institute of Customer Service - which Hays Travel has been a member of since 2023. Jo focuses on proving a clear link between employee engagement, customer service strategies and organisational performance. She has advised politicians on the impact that service has on the UK economy and productivity, as well as the public, private and voluntary sectors on the connection between customer satisfaction and operational efficiency and profitability.