STAR AGM and Seminar 2022

Thursday 30th June 2022 12.15pm-5.30pm
Lilian Baylis Studio
Sadler's Wells Theatre
Rosebery Avenue
London EC1R 4TN

STAR members can register up to three representatives from their organisation, free of charge, for the AGM, members' lunch and the afternoon seminar.

The afternoon seminar will include a presentation and discussion on the findings of research undertaken by STAR on the impact of the Covid-19 pandemic on the ticketing industry. Other sessions are listed below. The afternoon will finish with a social/networking opportunity over a drink.

The cost of the seminar for non-STAR members is £150. Members of UK Theatre, Society of London Theatre, Ticketing Industry Social Committee, National Arenas Association, Concert Promoters Association or LIVE pay only £75. If you are a member of one of these organisations and do not have the appropriate discount code, please contact Use the link above to buy tickets for the seminar.

The AGM will also be available for members to attend online. If you wish to do so, please indicate this option when registering.

12.15pm - 1.00pm

STAR AGM (STAR members only)

1.00pm - 2.00pm

Light Lunch for STAR members

2.00pm - 3.25pm

SEMINAR - Part 1

STAR Research Report
STAR has been researching the impact of the Covid-19 pandemic on the ticketing industry and our report is published today. This session will present and discuss the report’s findings, including how well the industry responded, the challenges it faced and how these were met as well as issues that the industry and STAR should consider going forward.

Moderator Andrew Sharp

Jonathan Brown - STAR
Megan Conman - STAR
Will Quekett

Jon Collins, CEO, and Chris Carey, Chief Economist, of LIVE talk about the organisation's work and research.
LIVE (Live music Industry Venues & Entertainment) represents the UK’s live music business, a £4.5bn industry that employs over 200,000 people. Established in October 2020 in response to the ongoing Covid-19 pandemic, LIVE brings the industry’s trade associations, including STAR, under one umbrella group as a single, united voice.

3.25pm - 3.45pm

Tea Break

3.45pm - 5.30pm


Dispute Resolution
At the heart of the work that STAR does is its role as an approved provider for Alternative Dispute Resolution. What does this offer to STAR members and their customers and how does it fit with consumer protection in the UK. How did STAR fare? With Andy Allen, Service Director Delivery Excellence at the Chartered Trading Standards Institute.

Balancing Act
The pandemic has brought about changes in the industry as well as a change in customer expectations. The move to digital tickets has been hastened, along with the emergence of venue apps and wallets. Customers are asking more about flexibility to cancel and exchange and there has been an increase in the sale of ticket protection products. Terms and conditions are being relied on that aren’t understood by customers. New capped resale marketplaces are emerging alongside those offered by the major ticket agents. Some contact centres have moved online only and AI assistance is increasing. Ticket prices have increased, as have overheads, and ticket buyers face choices during a cost-of-living crisis.

We have learned to walk a tightrope between business survival and customer service, but how do we continue to balance and stay on the wire? Are the needs of customers being understood and met and what can be improved? Where are promoters, producers and venues on these issues?

Moderator Andrew Thomas

Merritt Baer - TodayTix
Andrew Collier - Minor Entertainment
Louise Halliday - Royal Albert Hall
Anton Lockwood - DHP Family
Paul Newman - AXS UK

5.30pm - 7.00pm

The bar will be open for delegates to socialise and network.