Speakers
HOST
Helen Lord, CEO - Vulnerability Registration Service
As well as being the industry-leading authority on vulnerability, Helen also has vast knowledge and experience of consumer affairs, fraud and consumer credit-related issues.
Helen has previously worked to help organisations comply with their data protection obligations, particularly in implementing GDPR changes. Helen worked for Experian for 20 years, was their Director of Compliance, Fraud and Consumer Affairs and managed Experian’s consumer-facing team for much of her career.
She has headed up a 130+ strong Consumer Help Service team handling credit report and related queries ensuring Data Protection and Consumer Credit Act compliance and set up the UK’s largest credit report monitoring and fraud prevention service and initiated the UK’s first Victim of Fraud Service.
Helen has been responsible for developing highly respected education and financial literacy programmes and is a media trained spokesperson on consumer and fraud-related issues.
Helen Lord is the CEO of Vulnerability Registration Service (VRS). Helen is the thought-leader on the subject of vulnerability. Helen is involved with media, speaking, educating and advising, and is the VRS’s chief consumer spokesperson.
OPENING KEYNOTE
Lord Chris Holmes of Richmond MBE
Lord Chris Holmes of Richmond MBE is a leading advocate for inclusive innovation and ethical technology. A member of the House of Lords, he has been at the forefront of shaping UK policy on artificial intelligence, digital assets, and emerging technologies, championing fairness, accessibility, and trust. Widely recognised for his influence on ethical AI and inclusion, Lord Holmes advises government and the Civil Service and inspires organisations to put people at the heart of technological progress.
REGULATORY KEYNOTE
Alison Walters, Director Consumer Finance - Financial Conduct Authority
Alison was recently appointed Consumer Finance Director responsible for supervision and policy of consumer credit firms. She represents the FCA on the Financial Inclusion Access to Credit sub-group.
Alison has worked at the FCA (and its predecessor the Financial Services Authority) for more than 25 years and worked on strategic, policy and supervisory issues across general insurance, Payments and retail and wholesale banking sectors and spent time in Enforcement. In 2023, Alison obtained a Postgraduate Diploma in Legal Studies, CPE with commendation.
SPEAKER
Andrew Thomsen, Group Manager, Competition and Regulatory Cooperation - Information Commissioner’s Office (ICO)
Andrew Thomsen is Group Manager of the ICO’s Competition and Regulatory Cooperation team.
This team focuses on policy development in areas where the ICO’s remit interacts with other regulatory regimes, such as digital regulation (including through the Digital Regulation Cooperation Forum), competition and financial services. Through this cooperation, the ICO seeks to maximise its regulatory effectiveness and ensure that data protection regulation is empowering both businesses and people to use information effectively.
SPEAKER
Harvey Hieke, Commercial Leader - Orbyt UK
Harvey Hieke is a commercial leader specialising in data-driven engagement strategies across the utilities, public sector and debt management landscape. He partners with water and energy companies, as well as enterprise organisations, to transform customer communication, accelerate digital engagement and strengthen revenue performance.
Focused on measurable impact, Harvey blends strategic insight with hands-on execution to help organisations reduce DSO, improve cashflow performance and drive meaningful engagement across multiple channels. His practical, results-driven approach ensures initiatives deliver tangible commercial outcomes.
SPEAKER
John Fairhurst, Chief Risk Officer - PayPlan
John has been involved in debt advice since the late 1980s, initially as a CAB volunteer, then a specialist caseworker followed by 10 years in various policy roles at CitA. He was also active in the Money Advice Association (now IMA) serving on their National Committee and as Vice Chair, and has been a member of the MALG Board of Directors since 2018.
Since 2000 John has worked at PayPlan and has maintained an active interest in policy work. Current interests include the behavioral aspects of consumer engagement in debt advice and improving the regulation of IVAs.
SPEAKER
Wayne Lloyd, Founder & CEO - Smarter Contracts
Wayne Lloyd founded Smarter Contracts in 2018, drawing on more than two decades in financial services. He began his career in consumer finance and secured lending, including roles at MBNA and Fair Finance, before completing an MBA and a Masters in Economics. He then moved into investment banking consultancy, working with Publicis and others to deliver projects for banks around the world.
It was that experience - watching financial institutions struggle to share data securely, compliantly and at speed - that led Wayne to build Smarter Contracts and its flagship product: The Pulse Permissions Protocol®. The company has since been named winner of the Smart Data Challenge Prize (2024), finalist in 2025, and was recently selected for the FCA's inaugural Smart Data Sprint, which they completed in February 2026. Smarter Contracts is the UK's first and only registered data intermediary service provider licensed to operate across the European Union, and has secured multiple software patents protecting the core technology.
FACILITATOR
Chris has spent over 15 years in executive roles, leading transformation and delivering performance improvements in businesses in the UK, Canada and across many other markets around the world. With a passion for new ideas, technology and process innovation, he helps teams find new ways of working to improve performance.
Chris frequently speaks at events and conferences. He is always keen to look ahead of the curve, demystify and share experience with a wider audience. For him it is all about helping create great conversations in order to generate great solutions. Check out the conversation at RO-AR.com.
Chris Warburton, Director - ROStrategy // RO-AR.com
PANELLIST
As Head of Partnerships at Policy in Practice, Rob Johnson is on a mission to redefine how the financial services sector identifies and supports vulnerable customers. With a deep specialism in credit and collections, Rob advocates for a "support-first" approach that integrates income maximisation directly into customer touchpoints.
He works closely with firms to implement solutions that resolve debt, improve financial resilience, drive internal efficiencies and ensure tConsumer Duty compliance. Rob is passionate about the intersection of social impact and business performance, helping organisations provide the tangible financial lifelines their customers need most. His session will focus on practical strategies for preventing debt and fostering long-term financial health through cross-sector collaboration.
Rob Johnson, Head of Partnerships - Policy in Practice
PANELLIST
Jacqueline Berry is the Founder of My Care Consultant (MCC), a national organisation providing independent later-life care planning advice across the UK. Established in 2016, MCC was created to make understanding, finding and funding care more accessible through trusted, impartial guidance.
Jacqueline has 19 years’ experience across financial services and the care sector, including specialist long-term care expertise gained at Just Group. MCC is an award-winning firm and the creator of innovative online platforms supporting families and financial advisers in later-life care planning.
Jacqueline Berry, Founder - My Care Consultant (MCC)
PANELLIST
Doug supports financial service firms, utilities companies, debt charities and regulators to improve their communications so more people can understand. He’s passionate about enhancing clarity so that customers can get the best possible outcomes.
Doug delivers training for communications professionals, works directly with practitioners on improving their communication and helps organisations embed best practice in their culture and processes. He’s an expert in applying the Plain Numbers Method to specific communications and has comprehensive experience in supporting organisations to use it to make sure more customers can understand information they need to make informed choices. This work helps all customers, but especially those who might be considered vulnerable because of low financial capability.
Doug Little-Bennet, Partnerships Manager - Plain Numbers
FACILITATOR
Helen Beaumont Manahan is a specialist in customer contacts, quality assurance and customer experience, with particular expertise in supporting vulnerable customers across regulated sectors.
As Director of Client Success & CX at the National Support Network (NSN), she partners with leading brands in financial services, utilities, housing and beyond to embed compassionate, data-driven approaches to supporting vulnerability. With a career spanning decades in quality, training design, and behavioural coaching, Helen is a frequent industry speaker and judge known for blending humanity, emotional intelligence and regulation into practical strategies that strengthen colleague confidence and customer outcomes.
Helen Beaumont Manahan, Director, Client Success & CX - National Support Network (NSN)
PANELLIST
Cath Wohlers is one of the Operations Managers with the England Illegal Money Lending Team. She has spent 18 years managing the victim support, intelligence generation and preventative work that the team does. Her team undertake research into who is borrowing from loan sharks and why, and develop and deliver projects to help those affected by this crime.
Cath Wohlers, Operations Manager - England Illegal Money Lending Team
PANELLIST
Teddy Walker is an Outreach Manager and Benefits Adviser at IncomeMax, a free, confidential money advice service that has found over £54 million of new income for people struggling with their finances since 2009.
With two years’ experience supporting vulnerable customers, Teddy has secured over £1 million in confirmed income for those most in need. He recently led a successful outreach project, expanding access to support within local communities by delivering in-person advice sessions, hosting talks, assisting with benefit applications, and providing training to staff at local food banks and community centres to help them better support those in need. He is particularly passionate about the human side of income maximisation, championing compassionate, person-centred support that builds trust and delivers meaningful outcomes.
Teddy Walker, Outreach Manager & Benefit Advisor - IncomeMax
PANELLIST
Rebecca is External Relations Manager at Money Wellness where she works to ensure the voices and experiences of people in financial difficulty are heard and understood. With over 15 years’ experience in the debt advice sector, she has supported initiatives that improve how organisations respond to customers facing debt, vulnerability and crisis.
Rebecca works closely with partners and internal customer experience teams to bring real customer insight into conversations about policy, practice and communications. She is passionate about ensuring that the lived experience of people in debt helps shape better, more compassionate approaches.
Rebecca Lamb, External Relations Manager - Money Wellness
FACILITATOR
Russell is Chief Executive Officer of CIVEA. He was previously Chief Executive of the Consumer Finance Association, working with legislators, regulators and consumer organisations to raise standards in the short-term lending industry. He is a commentator and industry spokesman with a strong media profile, frequently appearing on national radio and television.
Russell has held senior positions at the Finance and Leasing Association and helped to establish the Energy Retail Association (now known as Energy UK). He has worked for successive governments in the Chief Whip’s Office in Downing Street. He was private secretary to the Leader of the House of Lords and Lord Privy Seal and was parliamentary clerk to the Attorney General.
Russell Hamblin-Boone, Chief Executive – Civil Enforcement Association (CIVEA)
PANELLIST
Chris is Chief Executive of the Enforcement Conduct Board, the independent oversight body for the enforcement sector in England and Wales. He began his career at the Ministry of Justice where he helped to bring in a pioneering new regulatory framework for legal services.
He then moved to the Bar Standards Board where he set up new approaches to barrister regulation as well as delivering a supervision function and leading the first ever round of on-site audits of barristers' chambers.
Before taking up his current role in March 2023, Chris spent eight years at the Legal Services Board where he held a number of senior roles including Director of Policy and Oversight.
Chris Nichols, Chief Executive - Enforcement Conduct Board
PANELLIST
Daniel Calcott is the Founder & CEO at The Digital DRA, the UK’s first FCA authorised Debt Resolution Agency. With extensive experience in the debt industry, Daniel is revolutionising the field by focusing on customer empowerment, fairness, and transparency. His innovative approach seeks to rebrand the industry and move away from the negative perceptions of traditional debt collection.
Daniel Calcott, Founder & CEO - Digital DRA
PANELLIST
Steve is our Utilities Partnerships Manager at IE Hub, helping connect customers with the right support when money feels tight.
With over 10 years’ experience in the utilities sector, Steve has worked closely with customers facing financial difficulty and vulnerability. He focuses on building practical, joined-up solutions that make a real difference - from shaping customer support strategies to helping teams deliver better, more compassionate outcomes.
Steve Donovan, Utilities Partnerships Manager - IE Hub
FACILITATOR
Peg Alexander, CEO - MALG
Peg Alexander will be taking up the role of CEO of Money Advice Liaison Group (MALG) in March 2026. She brings more than 30 years’ experience across broadcasting, communications, public service, and the voluntary sector. Her career has focused on social justice, poverty, and community engagement, alongside a prominent profile as a television and radio presenter and event host.
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PANELLIST
Kenneth Doherty, Chief Technical Officer - Finvence
Kenneth is the CTO of Finvence, specialising in AI-powered data solutions, intelligent automation, and advanced analytics. With a PhD in Applied Mathematics and over 18 years of industry experience, he has led the development of emerging technologies and is highly skilled in extracting actionable insights from diverse and complex data sources.
PANELLIST
Steve is a co-founder and Director of elanev, established in 2016, which provides data-led scoring and segmentation services to private and public sector outsourcing organisations. Before founding elanev, Steve led the collections and recoveries proposition at Deloitte and, prior to that, was Head of Collections Consultancy at Callcredit. He has worked in the collections and recoveries sector since the last millennium.
elanev and VRS work closely together, particularly on the Household at Risk of Eviction (HARE) data service, which is provided to local authorities to help identify and support households at risk of financial vulnerability and potential eviction.
Steve Preston, Data Scientist - elanev
PANELLIST
Dr Emma Williamson is a Consultant Clinical Psychologist and CEO and Founder of aneemo, a health edtech social enterprise training platform supporting health, voluntary, and social care professionals working with people experiencing homelessness and multiple disadvantage. With over 20 years’ experience leading innovation within the NHS, she founded the award-winning Psychology in Hostels, the largest homeless psychology service in Europe.
Dr Williamson is a published author, government advisor, visiting lecturer, and international trainer, and has been widely recognised for her pioneering work in trauma-informed care, health inequality, and the use innovative training approaches to support frontline staff from any sector.
Dr. Emma Williamson (DClinPsych, MSc, BSc. Hons) - Consultant Clinical Psychologist/CEO & Founder - aneemo
FACILITATOR
Kevin Still has over 35 years’ experience across the credit industry, financial services and the public sector. He has held senior European executive roles with organisations including Intrum Justitia and Equifax, and has been on the FCA register since 2008.
Kevin has extensive experience in mergers and acquisitions, digital transformation and debt management, working with organisations such as HMRC, Capgemini and Lowell Group. He is Director of specialist credit management consultancies and holds advisory and governance roles across several industry bodies. Kevin holds a BSc in Mathematics and Computer Science.
Kevin Still, Principal Consultant & Non-Executive Director - Vulnerability Registration Service
PANELLIST
Jemma Baker, Deputy Director of Retail Policy at Ofgem has specialised in retail regulation for over 15 years, both in the UK and overseas. She is passionate about putting consumers at the heart of decision making and is currently responsible for making sure the retail energy market rules are driving the highest of customer service standards now and in the future for all consumers. This includes holding the sector to account for our strategy for consumers in vulnerable situations, ensuring support for consumer struggling to pay, and making sure the retail energy market provides consumers with greener choices.
Jemma’s previous work and roles include, introducing price regulation into retail energy markets in the UK and Australia, and leading reporting and guidance for the Regulation Unit at the Competition and Markets Authority.
Jemma Baker, Deputy Director of Retail Policy - Ofgem
PANELLIST
Raminta Diliso, Senior Partnerships Manager - GamCare
Raminta Diliso is Senior Partnerships Manager at GamCare, where she works with financial services to address gambling‑related financial harms. She specialises in building strategic collaborations that help organisations develop practical solutions to prevent harm and better support vulnerable customers.
PANELLIST
Andrew White is the Senior Leader for Social Policy at the Consumer Council for Water (CCW), which represents the interests of water customers in England and Wales. He has more three decades experience in regulation and consumer representation within the water Industry.
Andrew’s work has led to improved recognition of the need to address water affordability, and the establishment of social tariff schemes now supporting more than 2m households. In 2021 Andrew led CCW’s independent review of water affordability for government - setting out a roadmap to further improve support.
Andrew White, Senior Leader for Social Policy – Consumer Council for Water (CCW)
SPEAKER
Chris Lees is a Senior Research Officer at the Money and Mental Health Policy Institute. Chris leads Money and Mental Health’s research and policy work on essential services and regulation. This involves working closely with the Money and Mental Health Research Community, a group of over 5,000 people with lived experience.
Most recently Chris led on Money and Mental Health's research into the sharing of support needs across essential services. He has also worked closely with essential services firms to help them understand how they can make sure their services are accessible for their customers with mental health problems. Chris previously worked at Survation and British Future.
Chris Lees, Senior Research Officer - Money and Mental Health Policy Institute
SPEAKER
Rob Hogan is Managing Director of Field Locker and brings over three decades of hands‑on fieldwork experience across quantitative and qualitative research delivery. His career has been built around the practical realities of field operations, from large‑scale public sector programmes to complex, time‑critical and hard‑to‑reach audience research.
At Field Locker, Rob leads commercial strategy, pricing, tender responses and operational oversight, ensuring research programmes are both commercially sound and operationally deliverable. He is closely involved in methodology design, cost modelling, supplier management and quality assurance, drawing on deep, first‑hand fieldwork knowledge to balance feasibility, data quality and value for clients.
Rob Hogan, Managing Director - Field Locker
SPEAKER
Glyn Luckett is a Senior Account Director at Field Locker, supporting clients across B2B and consumer research. He specialises in research methodology design, commercial discussions, proposals, quotations, and end‑to‑end project scoping.
With 28 years’ experience in research, Glyn is a Certified Member of the Market Research Society and brings deep expertise across both qualitative and quantitative methodologies, helping clients generate clear, actionable data.
As part of Field Locker’s wider commercial contact team, Glyn is a regular point of contact for clients, supporting both new engagements and the successful delivery of ongoing projects.
Glyn Luckett, Senior Account Director - Field Locker
SPEAKER
Dr Jackie Gray is Founder of Carents.co.uk, a rapidly growing platform supporting the UK’s 4 million adults caring for ageing relatives. With a £17 social return for every £1 invested, Carents reaches half a million annual users and over 70,000 members. A former GP and public health specialist, she champions unpaid carers who contribute £200 billion annually.
Dr Jackie Gray, Founder - Carents
