Connecting eCommerce and Entertainment

Matt Thorley is the Sales & Planning Manager for Tottenham Hotspur Stadium’s visitor attractions, overseeing three world-class experiences within one of Europe’s most innovative sports and entertainment venues.

 He drives revenue growth through smart product, pricing, and system development, working closely with colleagues and suppliers to enhance the visitor journey and increase multi-attraction visits.

 Since 2006, Matt has worked across visitor experience and ticketing at Tate Galleries, Alton Towers Resort, rail, museums, and a nature reserve, deepening his understanding of how people connect with places, driving revenue growth and developing and implementing ticketing platforms.

Mark Davyd is the CEO and Founder of Music Venue Trust, the UK Registered Charity at the forefront of the speaker at international music conferences and the international campaign to protect, secure and improve Grassroots Music Venues. Mark promoted his first show at the age of 17, and has since then taken on almost every backstage, background role in the music industry, from band manager through venue owner with a side order of music charity boss. He was awarded the NME’s Person of the Year Award 2020, and is a regular speaker at international music conferences and events.

Jason Mastrine is a strategic and visionary business leader with a long track record in the North American entertainment ticketing industry. An intuitive translator of ideas, an active listener, and an engaging communicator, Jason has a unique perspective on how integrated tech solutions can improve fan experiences and engagement while optimizing revenue and internal operations. He is currently part of the senior leadership team at UK-based Protect Group, leading their global ticketing strategy, and lives in Denver, Colorado, with his three teens and dog Winny.

With a background across music, technology and social impact, Steve leads the business with a focus on access, innovation, social impact and long-term partnerships.

Linda Turner – Head of Ticketing, currently spearheading the ticketing programme for Kai Tak Sport Park Hong Kong, which opened in March 2025. Comprises 50,000 stadium, 10,000 arena, 5,000 public sports ground, plus retail. Linda brings extensive experience as a Head of Ticketing and International Ticketing Pre‑Opening Specialist, having delivered ticketing systems and services for high‑profile projects including Coca‑Cola Arena Dubai, Echo Arena, BT Convention Centre, The Auditorium Liverpool, Exhibition Centre Liverpool, and TicketQuarter(Ticket Agent) in the UK. She also served three years as an elected director of STAR, the UK’s self‑regulatory body for the entertainment ticket industry.

Nigerian-Australian artist Tabi Gazele is a polymath in her own right. She claims the title of a self-managed singer, songwriter, topliner and founder of Butterfly Future. Upon moving to the UK, she started to gain attention with a show-stopping Grand Finale performance on BBC1’s All Together Now and cultivated her career by performing intimate UK shows and collaborating with Sofar Sounds. Her heavenly vocals soon found their way onto a major Australian TV campaign and in 2021, she received the prestigious PRS For Music Women Make Music Fund. Tabi’s presence expanded through performances and songwriting collaborations, including BBC Music Introducing at Henley Festival and the Dubai World Expo in 2022.

Simon helps professional clubs evolve from legacy ticketing models into holistic revenue architectures. He focuses on total venue monetization—helping organizations leverage their real estate, data sovereignty, and ancillary streams to own their financial destiny beyond the box office.

Rosa Martínez is a seasoned leader with over 23 years of experience at the intersection of ticketing, brand licensing, and fintech, driving innovation and growth across the UK and Spain. Her career in ticketing includes senior roles in London, where she led affiliate sales distribution and market expansion strategies for major companies such as AXS.com, Ticketmaster, and Eventim UK. Rosa has also built impactful partnerships with global brands including Samsung, Caffè Nero, Capri-Sun, Jaguar, and Ribena, among many others. In 2021, she was appointed to lead the expansion of Proper Music Group (formerly known as Utopia) into the Spanish market. Recognized for translating strategic vision into operational impact, Rosa excels at forging high-value commercial partnerships and championing user-centric solutions.

Now based in Madrid, she is leading the development of Tickex, a next-generation digital concierge platform designed to sell experiences and unlock e-commerce opportunities—reducing friction for both rights holders and fans. Tickex is part of the Starlite Group, the entertainment powerhouse behind over 100 concerts annually in Spain, including the Starlite Occident festival in Marbella. The group also owns fashion and media production companies and is preparing for international expansion. Rosa brings a global outlook and deep, practical insight into fan behavior across diverse markets—remaining a trusted voice in the evolving ticketing landscape.

Su Jella is a distinguished digital, data, and AI strategist who transforms complexity into a definitive competitive advantage. By bridging the gap between technological promise and operational reality, she empowers enterprises through ethically rigorous governance and high-impact strategic execution.

A globally recognized leader and speaker, Su’s accolades include several global awards: Global Women in Tech, Women in AI (APAC), Top 50 and 100 Innovative and Visionary Leaders in Data, and being named a Top 25 Leader in Australia. Her seminal thought leadership, The AI Revolution, is archived in the US Library of Congress, and she has recently co-authored AI – Thriving in a world with smart machines and robots. She provides a validated blueprint for governed growth, democratizing AI to drive transformative resilience and market leadership.

Joanne McCarthy has worked extensively on both sides of the Atlantic, covering all aspects of theatre production and operations before focusing on the ticketing side of theatre business.

With a career spanning 17 years, her expertise lies in leadership, sales strategy, and project management.

She is dedicated to improving business efficiency, fostering staff morale, enhancing customer satisfaction, and driving revenue growth. With a people-centric approach, she is currently pursuing a Diploma in Personal Coaching to further strengthen her leadership abilities.

Jesus Saenz is CEO EA & Business Development at Letsgo Entertainment, with over 10 years of experience in strategy consulting and the entertainment industry. As a business development lead, my passion is to identify leads, expand into new markets, and develop new opportunities with partners and licensees, leveraging the most relevant intellectual properties.

Pauline Williams has over 20 years of experience in the ticketing industry, having worked in a variety of roles across event and ticketing membership.

As the Ticketing Manager at Eden Park, New Zealand’s national stadium, Pauline is a valued member of the team. She collaborates closely with the stadium’s hirers and ticketing partners to manage requirements on ticketing builds and set up events within the ticketing system. Her expertise and strong relationships are pivotal to delivering the seamless ticketing experience for which Eden Park is renowned. Pauline’s responsibilities include providing in-depth training to clients on new ticketing systems, managing on-site events and staff, delivering both face-to-face and online customer service, assisting with membership and corporate suite holders, and delivering detailed ticketing reports. She also works alongside the Operations and Facilities teams to coordinate event-day logistics.

Her previous roles include Event Manager positions at Response Ticketing and Ticketmaster, where she gained a well-rounded understanding of the ticketing sector. At the Auckland Rugby Union, she operated as Ticketing Services Manager, overseeing the management of memberships for both renewals and acquisition phases. Passionate about ticketing, Pauline consistently goes above and beyond to ensure an exceptional experience for all event attendees.

Rob co-founded Openstage in 2020. Openstage helps artists to centralise and capture all relevant fan data in one place. Empowering them to understand better, reward and engage with each fan, and to realise the true potential of their fanbase.

Jim McCarthy is the founder of Impresario Strategic Growth Service. The co-founder and former CEO of Goldstar and Stellar Live, Jim is the world’s leading authority on audience development for live events organizations. He and his team have supported more than 2,000,000 live events and delivered tens of millions of customers to partners and clients.

His work at Impresario Strategic Growth Service focuses that expertise on professional football (soccer) teams and leagues, supporting their revenue and audience growth.

Jim also serves on the Advisory Board of the Rose Bowl Institute, the Board of Trustees at the Pasadena Playhouse and is an adjunct professor at the Greif Center for Entrepreneurship at the University of Southern California. He graduated from Harvard University and earned an MBA from the Anderson School at UCLA.

Prior to Cover Genius, Chris worked as a Business Development Manager for a global leader in refund protection, Booking Protect where he managed prospects and pipelines. Chris holds a degree in Business Studies from Worcester College.

Gabriela has over two decades of experience shaping customer experience and operational transformation across some of the UK’s most recognised institutions, including the Royal Ballet and Opera, National Theatre, Barbican Centre, ATG Entertainment and now the House of Commons. As Director of Customer Strategy and Retail, she leads initiatives that modernise Parliament’s contact services and retail operations. She holds an MBA and is a Fellow of the Chartered Management Institute, and she serves as a Trustee for the Association for Cultural Enterprises. Gabriela is known for clear leadership, strong delivery and a people-centred approach in complex public and cultural environments.

Kevin Wright is Head of Commercial Projects at London’s Natural History Museum (NHM). The NHM is a world-leading science center and one of the most visited attractions in the UK. A global source of curiosity, inspiration, and joy, with more than 80 million specimens, including some of the world’s most valuable cultural and scientific treasures, the Museum welcomes almost six million visitors a year through its doors in South Kensington, inspiring each new generation to understand their place in the natural world.

Kevin’s role is focused on growing the Museum’s self-generated income, helping the museum to become a more resilient and sustainable organization able to realize its ambitions and deliver its mission to create advocates for the planet. His position involves championing the strategic development and optimization of technology in the commercial team, including ticketing and e-commerce. Recently he led the project team that opened Visions of Nature, the NHM’s new mixed-reality experience. Before joining the NHM, Kevin was Head of Commercial Development at the Royal Shakespeare Company.

Lou Champion is a ticketing specialist with many years’ experience within the ticketing business. Currently Director of Ticketing at The O2, previous roles have seen her head up ticketing for FKP Scorpio UK (now Communion One), Mama Festivals (a Live Nation company), Warner Music, Kili Live, as well as the London 2012 Festival (LOCOG).

Sam Shemtob is a director of the Face-value European Alliance for Ticketing (FEAT), which he launched in 2019 together with some of Europe’s leading promoters to fight for a fairer ticket resale ecosystem. FEAT was instrumental in uniting the live sector to fight for landmark regulation of online secondary ticketing marketplaces in the Digital Services Act, which came into force in 2024. Sam has also led FEAT’s development of industry resources on how to tackle unauthorised ticket reselling. Prior to helping establish FEAT, Sam founded leading communications consultancy Name PR, which counted the Society of Ticket Agents and Resellers (STAR), the Association of Independent Festivals, Twickets and Eventbrite among its clients. Sam contributes to the UK’s All-Party Parliamentary Group on Ticket Abuse.

Josef Lageder is a seasoned professional with a robust background in sales, marketing, and management. Currently, he holds the position of Senior Portfolio & Global Ticketing Partner Manager at SKIDATA, where he has been instrumental since 1997. His roles have included Business Segment Manager for Global Events and General Manager for People Access in Italy, a position he held for 18 years. With an education in economics and 27 years of experience in revenue and access management systems for the sports, attractions, and mountain industries, Josef is a visionary and innovator who has brought award-winning innovations to the industry.

Eleonora Mihova is the CEO of Ticket Station Bulgaria, one of the country’s leading ticketing companies and the exclusive ticketing partner of Bulgaria’s largest live entertainment promoter. Founded in 2020, Ticket Station has, since 2023, been handling 100% of ticket sales for the largest and most high-profile live events in the country, including all stadium concerts by artists such as Ed Sheeran, Guns N’ Roses, Andrea Bocelli, Robbie Williams and Enrique Iglesias. With a strong background in event management, large-scale live operations and ticketing strategy, Eleonora brings hands-on industry expertise and a deep understanding of fan experience, data-driven sales and ticketing services.

Nigel has worked within the cinema industry for over 20 years. Joining as a graduate trainee cinema manager and built his career through roles within finance, property, operations, and commercial to his current role.  As Head of Commercial Performance, he is responsible for all market, competitor, and share analysis building appropriate strategic responses.   He is also responsible for all pricing strategy and management across the 116 cinemas, this includes working with the digital team to build out frictionless and intuitive customer journeys and collaborating with marketing on price communication and promotion.  Nigel’s role works alongside the Head of Sales in delivering promotions and offers with 3^rd parties to ensure an effective ticket mix and range of purchasing channels for ODEON guests.

Maik Erkelenz is a B2B marketing strategist with a deep background in consulting, digital transformation, and customer lifecycle optimization. As Director Marketing at vivenu, he is on a mission to establish the company as the global leader in modern ticketing. His focus is on driving sustainable growth, building strong industry positioning, and ensuring that event organizers worldwide recognize vivenu as the premier choice for open and flexible ticketing solutions.

Before joining vivenu, Maik spent years advising companies on tech-driven strategies, digital transformation, and long-term customer value (CLV) growth. His work in business consulting and digital strategy enabled enterprises to optimize customer journeys, increase retention, and unlock scalable revenue streams. As Director of Business Consulting and Head of Digital Consulting, he helped organizations rethink their approach to digitalization, leveraging technology to create lasting business impact.

At vivenu, Maik is not just marketing a product—he is reshaping the conversation around ticketing. His approach blends strategic brand building, data-driven decision-making, and a relentless focus on industry leadership, ensuring that vivenu scales its global presence and continues to disrupt the market.

Tobias (40 years old) has been Head of Ticketing & Customer Service at RB Leipzig since July 2019. His team consists of 22 people and he and his team are responsible for all ticketing activities (strategy, sales, matchday organization) and customer service (inbound, complaints management, fan service). Tobias studied Economics in Hamburg. During his studies, Tobias completed an internship in ticketing at Hamburger SV and then worked as a working student.

After his studies, Tobias was responsible for customer service at Hamburger SV until July 2016 and then headed ticketing at Bayer 04 Leverkusen for three years. Over the past six years, Tobias and his team have developed RB Leipzig into one of the most progressive clubs in the ticketing sector. RB Leipzig is the only club in Europe to use mobile tickets without exception. In addition, RB Leipzig has a strong focus on digitalization, User Experience, dynamic pricing, and no-show optimization (forecast and overbooking). RB Leipzig received the Ticketing Business Award in 2023 for its digital away ticketing for its fans. Tobias has also been the spokesperson for the ticketing representatives of all Bundesliga and Bundesliga 2 clubs in Germany since 2018.

With a passion for technology, travel, and creating memorable moments, WillemJan Brabers is a dynamic entrepreneur dedicated to crafting innovative solutions that bridge brands and their audiences. Standing over two meters tall and known for his boundless enthusiasm, WillemJan is a natural leader who sees opportunities where others see challenges.

As the founder of Yuno, he has revolutionized how businesses engage with their customers, fans, and employees. Yuno Travel provides a customizable platform that combines tickets, hotels, and unique experiences, helping brands deepen loyalty and elevate their customer relationships. With a mission to turn every trip into a lasting memory, WillemJan and his team focus on enhancing satisfaction and retention through tailored solutions.

When he’s not spearheading cutting-edge projects, WillemJan is an avid world traveler, though his heart remains firmly rooted in his home province of Brabant, the Netherlands. His ability to connect deeply with people, paired with his love for meaningful experiences, defines both his personal and professional journey. Whether building platforms, expanding partnerships, or sharing his insights on customer engagement, WillemJan continues to inspire others to think bigger and aim higher.

Steve Zapp has spent 30+ years in the music industry, with 20+ of those at ITB, where he manages a roster of around 55 acts, including festival headliners Biffy Clyro. A pivotal moment in his career was spotting Biffy Clyro at Liverpool’s Cavern Club and helping them rise to arena-level success.

Born in Folkestone in 1973, Steve’s love for music began with Top of the Pops and acts like Adam & the Ants, Duran Duran, and Wham! Early live music experiences, such as sleeping in a train station after missing the last train home from a Pete Wylie gig, only fueled his determination to make a mark in the industry.

With a calm demeanor and unwavering dedication, Steve has built a career defined by passion and perseverance.

Suzi has extensive global experience across industry leading brands and organisations in the retail, leisure, sports, music and entertainment sectors.

After receiving her degree from the University of Cape Town, Suzi relocated to London to begin her career in the sports sector with roles at TaylorMade adidas Golf and Surrey County Cricket Club. She made the move into music and entertainment with AEG Europe, where she held various senior positions across the marketing and commercial functions for their UK venue portfolio, including The O2, the Ovo Arena Wembley and the Ovo Hydro.

During her time at AEG Europe, Suzi was responsible for delivering ticketing and sponsorship revenues for hundreds of events including the Barclays ATP World Finals, The Sundance London Film Festival, Country 2 Country and many other diverse music, comedy and entertainment acts.

In 2012, she launched The O2’s first permanent tourist attraction, Up at The O2, which is now regularly listed amongst the top 10 things to do in London. Since leaving AEG Europe in 2017, Suzi has worked on a variety of projects including the launch of ICON Outlet at The O2, Mamma Mia! The Party, ABBA Super Troupers the Exhibition, Sandi Toksvig Live, Van Gogh Alive and London’s first permanent digital immersive art experience, Frameless.

Since joining TLE in 2022, Suzi has been a central part of the team responsible for delivering 3 record-breaking runs of Elf The Musical in London’s West End and on Broadway, in addition to several other immersive, classical and comedy events and tours.

Cat Nunes has been working in the Museum Heritage sector for 15 years. She is currently the Ticketing and Insights Manager for The Postal Museum in London. Her experience ranges from delivering Ticketing and CRM projects, Virtual Reality Projects, Donations and Membership.

TJ Chambers, an independent consultant with over forty years of experience within the international ticketing and live entertainment sectors, specialising in corporate development and M&A.

Currently, mentor/advisor and non-executive to a portfolio of start-ups and emerging companies and consultative editor to ‘International Ticketing Report’ (IQ Magazine / ILMC).

Carolyn Sims is a seasoned marketing strategist and consultant with extensive experience in ticketing, audience engagement, and campaign management across both the commercial and charitable sectors. Known for her creative, collaborative approach, she has successfully led initiatives to build long-lasting relationships with stakeholders and deliver impactful, results-driven projects. Her freelance consultancy work since May 2021 has seen her contribute to high-profile organisations like The Roundhouse, Eden Project, and FKP Scorpio Entertainment, where she delivered projects ranging from venue pricing strategies to major capital fundraising and large-scale event marketing.

Georgia is a senior event and ticketing professional with extensive experience delivering sports and live events across the UK and internationally. She is the Founder and Director of GB Events Consulting, where she advises organisations on ticketing strategy and operational delivery, balancing commercial performance with exceptional fan experience. Her career includes senior leadership roles at Arsenal FC, Everton FC, UK Athletics, and Warwickshire County Cricket Club, contributing to stadium transitions and the delivery of major international championships.

Martin Austin MBE is the Founder and Managing Director of Nimbus Disability, a social enterprise focused on streamlining accessibility through practical innovation. He is the architect of the Access Card, a system that allows disabled people to communicate their needs to major international venues with ease. His work centers on removing the administrative barriers often faced by disabled people, focusing on dignity and privacy.

For his contributions to the sector, Martin was awarded an MBE and an Honorary Master’s degree. A former para-athlete, he remains a dedicated advocate for inclusion and tangible, solution-oriented change in the disability sector.

Tom Dawson is Director of Digital at the Association for Cultural Enterprises. Tom works on digital content, membership, sustainability, mentoring and strategic partnerships. The Association for Cultural Enterprises is the only organisation dedicated to supporting the cultural sector with sustainable income generation, with a membership representing over 1,800 sites.

Francis Casado is Co-Founder and Chief Revenue Officer at 3D Digital Venue, a global platform that helps sports and live event organizations enhance fan experiences and maximize revenue through advanced 3D visualization technology. Before launching 3D Digital Venue, Francis built his career applying 3D technology and virtual reality across industries such as mobile applications, real estate, and pharma.

An established sports industry CEO for over ten years now, Daniel Gidney launched the first ever cricket bond as part of an innovative £12m fundraising to develop and operate a new 150 bedroom Hilton hotel, which will open summer 2017. Daniel’s time at LCCC has generated record profits and the securing of the largest ever naming rights in First Class Cricket, with Emirates. He also secured ECB International matches, including an Ashes Test and a World Cup semi-final in 2019. Daniel was also the 2011 Midlands Business Person of the Year, and the 2014 Trafford Business Person of the Year.

Ian is the Owner and Founder of TheTicketingBusiness Forum and its news channel TheTicketingBusiness.com – both presented by his Xperiology events and marketing agency. His working life began in sports 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 B2B publications and meetings, 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 – including Stadia magazine, TheStadiumBusiness.com and TheStadiumBusiness Summit. In his downtime from family and worklife, he takes his dogs on the Downs, rides his (motor)bikes and treks up the occasional mountain.