Find out more about our amazing speakers here.
Maureen Andersen - President and CEO, International Ticketing Association (INTIX)
Maureen has 35+ years of experience spanning not-for-profit, commercial arts, Broadway, regional ticketing,
performing arts and colleges. She has experience that spans the ticket office, call centers, season tickets,
group sales, marketing, fundraising and management.
Prior to joining INTIX Maureen had a rich career including VP of Arts & Entertainment at AudienceView, INTIX’s interim
President, Senior Business Consultant at Paciolan and spent 23 years with The Denver Center for the Performing
Arts as Director of Ticketing Services.
Maureen is a 35-year INTIX veteran with 18 years on its board including three stints as Chair. Maureen has hosted five conferences and is a frequent speaker at Industry conferences, seminars and workshops. She is the recipient of high-profile awards from VenuesNow, INTIX, FutureTix, AudienceView and NJC.
Maureen will celebrate our Ticketing tribe in her Closing Keynote entitled.The Elevator Speech – The Conspiracy – The Magic. Those of us that have made our careers and livelihoods in show business and ticketing know that the nobility and the power of our profession lies in us being the “magic behind the button.” But behind all that magic actually lies a hidden secret, a collective conspiracy, if you will, that has fueled our work for years. We’ll go on a little journey together of breaking down the barriers, exploring our potential and releasing our super powers. We’ll discover the capacity of re-invention and find the astonishing power and magic of YES!
Cameron Hoy - Chief Operating Officer & Head of Ticketing, TEG
Cameron Hoy has spent 25 years at the forefront of the technology, e-commerce, media and entertainment industries
as a senior executive in major Australian companies such as News Ltd and Fairfax.
He was recently promoted as Chief Operating Officer and Head of Ticketing for TEG, the parent company of Ticketek; and
has continued to drive this market-leading e-commerce and digital position through his leadership of a local team
pioneering in world-class ticketing solutions. As a father of five, Cameron’s passion away from family life and the
business world is collecting surfboards and riding them along Sydney’s epic coastline.
Ryan Kinghorn - Head of Marketing, TIX
Ryan has held senior executive and board positions across the media, advertising and consumer industries.
Ryan joins TIX to drive business transformation and distribution partnerships.
John Prince - Chief Operating Officer, TIX
John joined the TIX Group in 2007 and has held the COO role since 2016. He leads the sales, operations and client
services teams with a focus on delivering successful results for some of the country's biggest live music promoters,
theatrical producers and event organisers.
The Subject: Let's talk about the D word.
Discounting. Love it or hate it, it's everywhere and consumers respond to it. But is it sustainable?
Einar Sævarsson - CEO / Founder of Activity Stream.
A serial entrepreneur passionate about innovation including people, disruptive technologies and data. Einar has, in
addition to building Activity Stream, the leading analytics solution for entertainment and sports, founded and lead
ticketing and software companies in several countries, designed mathematical models, developed computer games,
taught at a couple of universities, held a number of board and advisory positions, been a frequent international
speaker on AI and data in the entertainment and sports industry and most recently he started early stage angle investing.
Einar holds a degree in industrial engineering.
The Subject: Extracting Meaning & Insights
Ronit Fazekas - General Manager, Eventfinda Australia
Ronit has spent 20 years working in the ticketing business. Having worked for both major ticketing companies and the
Melbourne 2006 Commonwealth Games, she followed her passion for the arts moving into the role of Ticketing Manager
across numerous festivals in Australia & the UK before heading up the ticketing at the Victorian Arts Centre responsible
for moving the organisation to its new ticketing system.
From there Ronit moved into a consulting role helping arts organisation implement their own ticketing systems with a
focus on using data for audience development. Ronit moved multiple groups like the Garden of Unearthly Delights to their
own ticketing system, the system that has now been moved to ticket the whole Adelaide Fringe, Melbourne Int Comedy
Festival & Perth Fringe. Ronit followed her passion for audience development creating the platform Little Birdy Tix, this was Ronit's focus until Eventfinda called and gave Ronit the opportunity to be in the position to help support Artists and Arts organisation gain control of their ticketing with integrated marketing resource to build and grow their fan base and in turn revenue.
The Subject: Audiences Audiences Everywhere!
Ronit will share lessons and insights into audience behaviour, profiles and data that can be useful when utilising both big (systems) data and small (people) data to build audience.
Mark Heaton - General Manager - Sales and Business Development Ticketmaster
Mark is responsible for business development in Australia and New Zealand as well as the overall delivery of client
services in our market. As one of Ticketmaster’s most senior ticketing professionals, Mark manages large teams across
two markets and has developed strong relationships with many promoters, venue/event managers and industry
experts, which assists him to deliver client services and grow the business.
The Subject: Not many people can say that they’ve worked in ticketing for half their life.
Join Mark Heaton, General Manager Sales and Business Development for Ticketmaster Australia and New Zealand, to hear about his journey over 20 years at the company, from beginnings in event programming to now pitching for the biggest contracts in the biz.
Over this time, Mark has witnessed many changes in the industry and has been at the forefront of Ticketmaster’s evolution as the largest marketplace in the world, which continues to be the go-to event search engine for billions of live event fans across the globe.
Liz Martin - Arts Development and Training Manager Accessible Arts
Liz Martin is the Arts Development and Training Manager and works to enhance opportunities for people with
disability to participate in quality creative activities across all art forms. Liz also leads the disability inclusion training
offered by Accessible Arts.
The Subject: Nothing Succeeds Like Access: Improving Accessibility For People With Disability
Around 20% of Australians live with disability. So making sure programming, services and infrastructure is accessible
for people with disability or who are Deaf is a smart strategy for building audiences for live performances, exhibitions
and events. In this session presented by Accessible Arts you’ll discover how people with a range of disabilities
experience digital ticketing and marketing as well as various front of house services. You’ll learn about how you can
improve engagement with and service delivery for people with disability as well as some easy wins around accessibility.
The Subject: Disability Awareness & Equity Training Workshop
Melissa Nigro - Commercial & Onsite Revenue Analyst Tennis Australia
Melissa is an event professional who has spent her career in ticketing related roles, her passion for innovation and
excellence has led her to oversee one of Australia’s most prestigious events- Australian Open (AO). Melissa’s work as
an analyst has led to invaluable insights resulting in maximising revenue and enhanced consumer experience. Tennis
Australia made the strategic decision to remove ticketing fees for all consumers, a decision that has already significantly
increased overall revenue. Melissa is at the forefront of ticketing innovation working on AO’s complex ticketing build with
over ninety products ranging from general public sales to high end bespoke experiences.
The Subject: Open to All: An Australian Open Case Study
The Australian Open is one of the world’s leading sports and entertainment events, it’s long held a reputation as a fan favourite. In 2019, the event saw a record attendance of just under 800,000 with fans from over 90 countries. In the last ten years, the Australian Open has grown to be the most attended Grand Slam in the world. This growth has been driven by a focus on tennis, music, food and family entertainment.
The session will focus on the Australian Open as a case study, illustrating the changes that have overseen record attendance and commercial growth, and provide insight into how the event has diversed its product offering to attract a new audience.
Steven Baillie – General Manager | Ticketing & Customer Satisfaction, Sydney Opera House
Joining the Opera House in 2008, Steven leads a team of seventy ticketing professionals and his clients include eight
resident arts companies, numerous commercial hirers, a thriving guided tours business and a substantial in-house
programming team. With over 40 shows a week, the Opera House box office crew services almost every possible customer
segment, often simultaneously. A recent promotion has seen his role place an emphasised focus on CX, and a close
collaboration with the Marketing division on an extensive Voice of Customer program.
Steven began a 13 year tenure at Ticketek in 1995, initially in frontline and helpdesk roles. From there, he held an operations
role for Ticketek at the Fox Studios precinct (now EQ) before moving into client liaison in event and account management
positions. In 2005, Steven took up the position of Account Director - Concerts, Music & Lifestyle and then State Manager Ticketek NSW.
Steven is passionate about client and customer service and the role the ticketing industry plays in connecting audiences with performances
Derek Palmer - Chief Operating Officer - Qcue
Derek serves as Chief Operating Officer of Qcue, a data science driven dynamic pricing and distribution company. Prior to
this role he worked for 25 years in various senior roles at Tickets.com, most recently as Managing Director, EVP of
International. He is also the current Board Chair of INTIX
Amalia Hordern - Tessitura Associate Director in Asia Pacific
With a focus on holistic customer lifecycles and data supported strategy development, Amalia works with organisations
across the Tessitura Network in developing their skills in audience and visitor engagement as the cornerstone to long term
Prior to joining Tessitura Network, Amalia held diverse roles across small and large scale performing arts organisations,
venues and festivals, most recently as Senior Manager – Customer Experience with The Australian Ballet.
Amalia holds a Bachelor of Arts from the Australian National University, a Masters of Arts and Cultural Management from
the University of South Australia and is based in Melbourne
The Subject: Deepening engagement, building loyalty
Amalia Hordern, Tessitura Network Associate Director in Asia Pacific, will present the results of Tessitura Network’s Australia and New Zealand Regional Benchmarking Studies into Philanthropy and Performing Arts Subscriptions. Amalia will look beyond the statistics to explore broader trends in audience engagement and loyalty – and what this means for long term business sustainability across the cultural sector.
Stuart Buchanan - Head of Digital Programming, Sydney Opera House
As a senior arts professional in digital strategy, content and marketing, Stuart has consistently championed innovation
and transformation throughout his career. Working with organisations such as ABC, Disney, SBS, Sydney Festival and
TEDxSydney, and as founder of digital agency The Nest, he has led many award-winning digital projects and campaigns.
Stuart was recently appointed as the inaugural Head of Digital Programming for Sydney Opera House, leading the ideation
and development of ground-breaking digital works.
The Subject: Lies, Damned Lies and Digital Metrics
Content and social media are now staples of every marketing campaign, but how we do gauge their true value? In this session,
we’ll separate the fact from the fiction, moving beyond eye-popping vanity metrics and focusing on data that tells the real story
of customer engagement.
Lewis Upton-Davis – Development and Solutions Specialist
I work with theatres around Australia to develop innovative digital solutions. I began my career in the box office with a passion
for web development and for working closely with others to solve problems. While working in the ticketing industry I was
able to study and advance my technical skills. Now, through thorough knowledge of all things internet, from website
development to APIs and analytics, I work with venues of all sizes to help them achieve their ticketing goals.
The Subject: Improving Business Intelligence – A Case Study from Mandurah Performing Arts Centre
Mandurah Performing Arts Centre in Western Australia has recently put in place various solutions to improve their Data
analysis and Business Intelligence using Vivaticket. Lewis Upton-Davis from Vivaticket will provide insight into the various
audience development and engagement solutions put in place with MANPAC to achieve this.
Simon Mabb – Booking Protect Co-founder and CEO
Simon is the co-founder and CEO of Booking Protect the award winning refund protection specialists. As well as leading the
amazing team at Booking Protect Simon is also the Group Managing Director of The Romero Group a leading independent
insurance broking and risk management group with group income in excess of £15m. Simon is a champion for customer
experience and service having won numerous awards for customer service, claims service and use of technology in the
customer experience. Simon is proud that Booking Protect is completely independent with no outside investment which
enables both Booking Protect and the wider group to concentrate on delivering award winning service without the
pressure of outside investors dedicating strategy. Simon has spoken all over the world about developing exceptional
customer service propositions, the use of customer testimonials and reviews to boost customer confidence.
Having previously worked for AXA Insurance UK in various senior management roles around the UK regions.
The Subject: Enhancing the Customer Experience and using customer review sites
Why customer experience matters to every business and how it’s affect on how ours or clients perceive us. I also look at the pro’s and con’s of customer review sites and look to give some practical take home ideas for your venue or business.
David “Flanners” Flanagan - Director of Content and Strategy, P2
David earned a reputation over the last 20 years as one of the industry’s most commercially astute and creatively minded
strategists at Saatchi & Saatchi, BMF, Cummins &Partners and Ogilvy. Having also led multiple marketing teams, Flanners
is well versed in brand management, campaign development and content creation.
The Subject: Your business should NEVER. NOT. STAND OUT. “If you’re not remarkable, you’re invisible”.
No business ever wants to be unseen. Killer content is the key. The result? Bold, confident brands that never ever blend in. This must see session by David “Flanners” Flanagan reveals how content connects an audience in ways unexpected.
Kim Tran - Director, Policy and Governance, Live Performance Australia
Kim Tran is Director, Policy & Governance at Live Performance Australia (LPA), the peak body for the live performance industry.
In this role, Kim advises members on the Ticketing Code of Practice and other ticketing related matters (e.g. privacy, card
payment surcharging, content warnings). She also oversees LPA’s annual Ticket Attendance and Revenue Report and advocates
for policy reform on matters affecting the industry. Prior to joining LPA, Kim spent almost a decade in government consulting,
and prior to that worked in policy roles in the Victorian Public Service.
The Subject: What are People complaining about? discusses when are ticket holders entitled to a refund? And what are
some common ticketing complaints?
Every day, Live Performance Australia (LPA) deals with complaints or queries about ticketing matters. It administers the Ticketing Code of Practice, which serves as a best practice guide for companies in the live performance industry. In this session, Kim Tran (Director, Policy and Programs) from LPA will talk about some common and tricky ticketing complaints and how to resolve them.
Nicholas Falzon - Vice President Sales & Analytics for Disney Theatrical Productions
Nick Falzon has been with Disney Theatrical Group since 2007 and was most recently promoted to Vice President, Sales and
Analytics in 2017, reporting to Andrew Flatt, Senior Vice President, Revenue, Strategy and Marketing.
Nick leads a team of over twenty Broadway Sales & Analytics professionals focused on tourism cultivation, group sales, yield
management, dynamic pricing, ticketing operations and consumer relationship management. In addition, he provides oversight
for the Box Office of Disney’s flagship Broadway theatre – the New Amsterdam.
Prior to his time at Disney, Nick worked for Plum Benefits – a corporate benefits program focused on entertainment events – as well as Broadway Across America, where he managed the operations for their New York Group Sales department. Currently, Nick also serves on the faculty of Columbia University’s School of the Arts.
Nick earned a Bachelor of Music degree in Music Theory & Composition from NYU’s Steinhardt School of Culture, Education and Human Development and is a graduate of The Hotchkiss School in Lakeville, Connecticut. Nick also holds a Certificate in Hotel Revenue Management from Cornell’s School of Hospitality Administration. He, his wife Laura, son Asher and daughter Nora live in Hoboken, New Jersey.
The Subject: Dynamic Pricing is a Mistake (and Other Poor Choices from My Youth)? as well as participating in a discussion on Fraud Prevention - two sessions that you will not want to miss!
Dave Wakeman - "The Revenue Architect"
Dave Wakeman is "The Revenue Architect" and works with organizations around the world to create and capture new
opportunities. He has worked with some of the most well known brands in the world including: American Express, Nike,
Coca-Cola, the Seattle Seahawks, and Barack Obama. Dave has brought his ideas about strategy, marketing, and opportunity
creation around the world, writing and speaking regularly around the world.
His podcast, "The Business of Fun" is the number 1 podcast in the world for people that market and sell live experiences.
The subject: "The Courage To Change"
In this talk, Dave Wakeman will talk with you about what change is, why it is important, and how you can capture the magic of
change. But, most importantly, he will give you tools and ideas that will help you take action towards creating change in your organization, large or small.
Alana Hay - Director Milestone Creative Australia
Alana is the founder of award-winning specialist event marketing agency, Milestone Creative Australia, a
performance-driven agency that creates connections between communities and events for growth, tourism and
visitation outcomes. Milestone services business and major events, destinations, hospitality, venues, tourism, creative
industries, and the arts. Services include strategy, marketing, media buying, brand and creative, digital marketing,
social media and communications. Alana's 25 year career spans event management, venue operations, catering,
branding, event acquisition, tourism, event development and destination marketing.
Alana has been instrumental in the development, evolution and marketing of Australia's largest and most prestigious major events, festivals, precincts, venues, destinations, arts organisations and corporates. These include a long-standing relationship with Vivid Sydney, Mardi Gras, Sydney Royal Easter Show, Darling Harbour festivals, Liveworks Festival of Experimental Art, Corroboree Sydney plus and new events including Eurovision - Australia Decides and global event, SailGP. Alana is active in the events industry, through advisory roles, mentoring and speaking. She is on the Board of Directors of Meetings and Events Australia (MEA) and is an Accredited Fellow Member of MEA (AFMEA). Alana won the 2018 and 2019 National Sales, Marketing or Business Development Person of the Year at the Meetings & Events Australia National Awards.
The subject: Marketing under pressure: Australia's 11th hour ticket buying culture
With Australia's last-minute decision-making and ticket buying culture, the way you approach event marketing can influence, make or break attendance, visitation and economic return. Milestone will share their approach to planning and managing event marketing and ticketing including a real-life example of an integrated event marketing campaign. They'll also share the latest trends in festival marketing and their crystal-ball insights into marketing beyond 2020. If it’s your job to create engagement with your audience, promote a destination, sell tickets and put bums on seats for an event, this is an essential session to attend.
Amy Maiden - Chief Strategy Officer, AKA Australia
Amy Maiden is a highly accomplished marketing strategist within the international entertainment sector with over fifteen years
of experience. Having started her career in 2004 at The Walt Disney Company based in London, Amy then joined AKA UK where
she worked her way up the agency over a successful 5-year period.
In 2012, Amy returned to Australia to open AKA’s Sydney office and take on the position of Senior Account Director at
AKA AUS for a further three years. Since then, Amy has held senior roles at prestigious arts organisations such as, the
Australian Theatre For Young People where she was the General Manager, and most recently at Sydney Festival as
Head of Business Development and Marketing. During this time Amy has also studied a Masters in Arts and Cultural
Management and completed the prestigious Australia Council Leadership Program. In 2019 Amy returned to AKA as the
Chief Strategy Officer based in Melbourne
IThe Subject: We're More Likely to Survive a Plane Crash Than Click a Banner Ad
Amy Maiden will cover the tough topic of how to reach, and convert, an audience who no longer wants to be found!
The world has changed. People don’t want to be advertised to. In fact, they go to great lengths to avoid it. Times have changed too. Everything’s available at your fingertips. Audiences can get their entertainment, fashion, and food fix without leaving the couch.
Andrew Thomas - Director Ticketing Professionals UK
It is fair to say a lot of people often say Andrew does not in fact have a proper job
He agrees with that, he says has about six of them.
Therapist, lawyer, wrestling referee, nursery school teacher and wild west sheriff are just some of the ways he describes
consulting and working with visitor attractions, major sports and entertainment franchises around the world wrangling with
technology and data to work smarter not harder.
As well as leading Europe’s Ticketing Professionals organisation, he sits as a one of the International representatives on the
board of INTIX.
He frequently reminds people that he is Welsh and not English and that Wales is consistently voted as having the World’s best National flag.
THe Subject: Let’s be more like Airlines!
Andrew will be leading a very popular session which has been presented at INTIX and Ticketing Professionals UK earlier in 2019.
Nicole Rogerson - CEO Autism Awareness Australia
Nicole Rogerson is one of the nation’s leading spokespersons for the awareness and understanding of Autism Spectrum
For more than 18 years, she has been advising on public policy, providing early intervention services and advocating for the
inclusion, acceptance and understanding of individuals with autism.
A passionate disability advocate and social policy campaigner, she is a frequent public speaker on these issues and regularly
appears in the media advocating for families with children on the spectrum. She is deeply committed to improving the lives of individuals with developmental disabilities and their families.
The Subject: Autism Friendly/ Relaxed Performances and Every Day Accessibility
Nicole will be presenting ideas to increase engagement in our venues, she'll look at how you can make your venue accessible for all.