STAR AGM and Seminar 2025

STAR members can register up to three representatives from their organisation, free of charge, for the AGM, members' lunch and the afternoon seminar. (Please note that bookings for lunch have now closed.)

The content of the afternoon seminar can be seen 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 info@star.org.uk Use the link above to buy tickets for the seminar.

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

2.00pm Welcome

2.05pm What's New?

The last year has seen increased scrutiny of the ticketing sector. The Digital Markets, Competition and Consumers Act 2024, the key consumer provisions of which took effect on 6 April 2025, bans hidden “drip” fees and gives greater powers to the Competition and Markets Authority.

The Government launched its “Putting Fans First” programme, opening a consultation on capping secondary-market mark-ups and a separate call for evidence on dynamic primary pricing. 

The Advertising Standards Authority’s refreshed guidance on compulsory costs now requires headline ticket prices to include all unavoidable charges in line with the DMCCA.

This short introduction to the afternoon looks back at the year and the push toward clearer, fairer practices in ticketing.

2.15pm Accessible Ticketing 
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2.50pm Beyond the Barcode: The Future of Digital Ticketing
As digital tickets move beyond the barcode, leading voices from across the industry dissect the next wave of innovation. We’ll map where each sector— theatre, festivals, live music and sport— sits on the maturity curve, confront the stubborn barriers holding full adoption back, and share frank stories of success, cost and collaboration. Discover how smarter mobile credentials can crush fraud, combat touting, enhance accessibility and unlock loyalty-driven in-app moments, while safeguarding customer data in a privacy-first world. Our experts will also consider contingency plans for the inevitable Wi-Fi drop or app glitch, and reveal training tips that can turn front-line staff into digital champions. Expect practical takeaways, candid debate and a brand-neutral environment anchored in STAR’s commitment to transparency and consumer protection.

3.25pm - 3.45pm

Tea Break

3.45pm - 5.30pm

SEMINAR - Part 2

3.45pm Dispute Roulette
The return of this popular quick-fire round where the STAR team talk through a number of challenging dispute scenarios that STAR has dealt with and, using the sli.do app for your responses, finds out how you think it might be best to resolve them.

4.15pm Major On-Sales: Pricing, Queues & Anti-Tout Tactics
When doors open on a high-demand UK tour or West End run, the first minutes can define both revenue and reputation. This frank discussion brings together promoters, venue ticketing leads and ticket agents to unpack what really happens behind the ‘Buy Now’ button.

We’ll explore how dynamic and tiered pricing models are being used - and sometimes mis-used - to balance affordability with income, and where transparency still needs to improve. Our panellists will share recent lessons on virtual waiting rooms, timed holds and load-balancing that keep queuing fair while preventing site meltdowns. Finally, we’ll assess evolving anti-tout measures: identity-linked barcodes, bot detection, resale caps and the implications of forthcoming legislation.

Expect candid examples and discussion as well as room for a few questions. Whether you work in major arenas or regional theatres, you’ll leave with practical ideas to make your next on-sale smoother for ticket buyers and stakeholders alike.

5.00pm Motivating People... The Greatest Management Mystery of All

I believe that if life gives you lemons, you should make lemonade…
and try to find somebody whose life has given them vodka and have a party!
Ron White

It is the role of any successful company to attract, train and retain the very best employee they can and keeping a team or an individual motivated is key to this success. Unfortunately, we often only think about motivation when we notice a drop in mood or a dip in performance then panic to get level back up to…well…average.

If we want to see a consistently motivated team then as managers, like bathing, we need to do this every day. Therein lies the problem. How can we ever fully understand what really drives others when we can’t really answer that question ourselves? And why is it that what seemed to work in one situation fails dismally the next time?

This session lifts the veil on the power of understanding long and short term motivation and how as managers we really need to be able to tell the difference and act upon our findings.

Remember, people leave bad managers, they don’t leave bad companies and feeling undervalued or that our work is not recognised pays a big part in this.

Mandy Cresswell Phillips has been at the helm of ‘Mandy Cresswell Training And Development’ for nearly 30 years. (She started very, very young and it was either that or a paper round after school!) That means she has seen off 3 recessions, 1 Brexit and a pandemic. It also means she has had the pleasure of working with some of the very best companies and people across many different industries, all over the World. Within this industry, she works or has worked with DMT, LW Theatres, The ENO, NIMAX, SOLT, Nederlander Theatres, ATG, Ticketmaster and extensively with regional theatre.

Her expertise is in soft skills and leadership and she coaches some of the most recognised names in business (though modesty and the NDAs forbid her to name them here!). She also regularly contributes to radio and print media.

5.30pm - 7.00pm

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

Please note that photography and video recording will be taking place throughout the day for promotional and archival purposes. By attending this event, you consent to your image, likeness and voice being used in such content and you waive any rights you may have for payment or royalties in connection with its use. Please notify a member of the STAR team if you do not want your image to be used.