A real life experience that none of us want to see – a digital upgrade followed by a dip in donations on one of your biggest revenue driving platforms: the online ticketing flow. Charlie will share a human approach to responding in a crisis, with practical tips, revenue driving techniques and personal skills used to overcome and improve how donations are received through the ticketing flow.

Venue hire can be a headache if it’s not set up properly – fragmented systems, unclear packages, and a whole lot of faff. Discover how Shakespeare North Playhouse have turned things around, creating a streamlined, profitable, and efficient venue hire offer that still delivers top-notch quality. James will share insights from a rebrand of catering and hospitality, the systems that were tightened up (utilising software such as YesPlan), and how they make sure every event lands just right, leaving the drama for the stage!

What makes a space both commercially successful and culturally relevant? This session will explore how successful Retail and F&B spaces drive secondary spend by aligning experience, design, product, and storytelling with brand identity and audience needs. James will explore how understanding customers and avoiding short-term compromises protects authenticity, as well as how flexible, evolving spaces can adapt to shifting behaviours, sustainability goals, and operational demands — staying relevant, profitable, and true to their brand while celebrating what makes them unique.

Built in 1395, The Crooked House is one of the world’s most photographed homes. Today, it’s home to two ‘Crooked Men’ – husbands Alex and Oli Khalil-Martin – who share its 600-year story through award-winning immersive experiences, attracting worldwide visitors and building a ‘Crooked community’ of over 60,000 supporters. Alex and Oli will share learnings and advice on how to deliver stand-out visitor experiences and reap the rewards of doing things differently.

Royal Armouries pivoted its IP and Licensing business in 2020 to become Royal Armouries Entertainment, originally an image library and now providing comprehensive IP solutions to some of the world’s biggest entertainment brands including Hasbro / eOne Dungeons and Dragons Movie, Square Enix (Final Fantasy) and Doom. Adam will discuss how to reposition a cultural business exploring internal challenges, the impact of new technology including AI, and how this work connects with the UK government’s sector plan combining the efforts of the cultural and creative industries to develop IP into one of the UK’s biggest international exports.

Hampton Court Palace is in the middle of what staff are affectionately calling ‘Scaffold Season’. Like many heritage attractions, a build up of Covid-delayed projects has meant a lot of work happening at the same time, threatening huge impacts on the visitor experience, visitor numbers and the bottom line. This session will discuss how visitor attractions can remain open and viable during major works, including maintaining a positive visitor experience despite disruptions, using conservation works as a storytelling opportunity to engage audiences, and implementing flexible ticketing and pricing strategies.

All In is the new access scheme for creativity and culture in the UK and Ireland for theatres, museums, galleries, festivals, libraries and more, aiming to remove barriers for deaf, disabled and neurodivergent people and increase visitor growth for the sector. All In will bring consistency and confidence to organisations implementing access, plus make it easier for disabled people to share their access requirements and book tickets. Andrew will share key findings from the All In pilot, currently taking place in Leeds, and share insights from early subscribers, showcasing how accessibility standards and innovative technology are set to transform the sector.

In Spring 2025, Birmingham was officially awarded World Craft City status for its excellence in Jewellery and Allied Trades. This followed a rigorous judging process, including a visit from international jurors to the Jewellery Quarter, where they met with local organisations and makers.
World Craft City status is a globally recognised mark of distinction celebrating Birmingham’s rich heritage in jewellery and metalwork, its unique community of skilled makers and its ongoing commitment to craft, innovation and excellence. Rebecca will share what this means for craft and culture in Birmingham and the UK and what happens next.

This panel session will look at hot topics in publishing along with different examples of publishing across the sector – from those without any publishing on staff through to big organisations.