08:30 Registration and coffee

09:00 Planning for the Worst: Emergency Communications

Opening Keynote

Carol McCall, Head of Civil Contingency Communications, Cabinet Office

COLLABORATING TO PREPARE FOR A CRISIS

09:20 Setting up for success: Building a crisis response team

Panel discussion

In a crisis it is essential that every member of the response team understands their role, but it’s not just the communications team that needs to be prepared. Here industry leaders will talk about their priorities during a crisis, the pitfalls that lead to communication breakdowns, and answer questions on what makes a successful crisis response team.

Iain Anderson, Executive Chairman, Cicero Group
Jennifer Thomas, Head of Internal Communications, Direct Line Group
Mark Hutcheon, Communications and Brand Director, Williams F1 Group
Stuart Thomson, Head of Public Affairs, Bircham Dyson Bell

10:00 Samsung Galaxy Note 7: Dealing with the fallout from product recalls

Case study presentation

When product standards are compromised there is often an understandable backlash from consumers. Dealing with these issues can be complex - here we will look at how Samsung dealt with their Galaxy Note7 recall; communicating with consumers whilst simultaneously conducting investigations in the cause of the issue and how it worked to win back consumer trust.

James Coyle, Head of PR, Samsung Electronics UK

10:25 Preparing for the evolving challenges of cyber-attacks

Interactive session

How ready are you to face a cyber-attack? In this session we will look at the new unique challenges of cyber incidents such as ransomware attacks that impact usual communication channels, and data breaches after GDPR, the impacts these can have, and the steps organisations can take in peace time to prepare. Delegates will also have the opportunity to consider their response to a fictional cyber-attack scenario through an interactive exercise.

Roberta Ramsden-Knowles, Director, Regester Larkin by Deloitte

10:50 Morning refreshments

HANDLING THE UNEXPECTED

11:20 NHS Wannacry Attack.

Case study presentation

The threat of Cyber Attacks has grown exponentially, and with companies of all sizes and security levels being hit we will look at whether this is a threat that everyone should be preparing for. Barts Health HNS Trust will present a case study of their experience during the nationwide NHS attack, how they communicated throughout and what businesses can do to prepare for hacks in the future.

Jon Hibbs, Director of Communications and Engagement, Barts Health NHS Trust

11:45 Oh FCK! Communicating at the time of the #kfccrisis

Case study presentation

In early 2018 a distribution issue caused KFC to close hundreds of restaurants nationwide. In this session we will hear how KFC addressed the problem and communicated with consumers throughout the closures even managing to win goodwill for the brand due to their response. Expect to take away practical tips on handling crisis across social and traditional media, and how to stay true to your brand values during stressful times

Meghan Farren, Chief Marketing Officer, KFC UK & Ireland
Scott Langham, Director Freuds

12:10 Bulletproof Brands: Can your brand survive a reputational crisis?

Keynote presentation

When scandal hits, what makes some brands more resistant to crises than others? Do those brands who survive share certain traits? In this talk, Gavin Davis will discuss how consumer trust and brand resilience are the first line of defence in helping mitigate a potential crisis, as part of a deeper communications strategy.

Gavin Davis, Director of Corporate Communications & Campaigns Sky

12:35 Lunch and networking

WORKING WITH EXTERNAL STAKEHOLDERS FOR SUCCESSFUL CRISIS RESPONSE

13:35 The Red Cross, terror attacks and Grenfell in 2017: Engagement and communications in an emergency

Case study presentation

During a national emergency, effective coordination with diverse communities is essential but can also be challenging to pull off amidst the chaos. Here we will look at the lessons that can be learned from how the British Red Cross responded to the Grenfell fire as well as the Manchester and London terrorist attacks in 2017. It will include how they rapidly formed partnerships with others and utilised their own communications channels to provide emergency support in the wake of these incidents. Expect to pick up tips on how to approach organising a collaborative community effort to ensure a successful coordinated response.

Zoe Abrams, Executive Director of Communications and Advocacy, British Red Cross