Skip the Queue

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter  or Bluesky for your chance to win the books that have been mentioned in this podcast.Competition ends on 23rd July 2025. The winner will be contacted via Bluesky. Show references:  Sam Mullins, Trustee at SS Great Britainhttps://www.linkedin.com/in/sammullins/https://www.ssgreatbritain.org/ Transcriptions:  Paul Marden: What an amazing day out here. Welcome to Skip the Queue. The podcast for people working in and working with visitor attractions, I'm your host, Paul Marden, and today you join me for the last episode of the season here in a very sunny and very pleasant Bristol Dockyard. I'm here to visit the SS Great Britain and one of their trustees, Sam Mullins, who until recently, was the CEO of London Transport Museum. And I'm going to be talking to Sam about life after running a big, family friendly Museum in the centre of London, and what comes next, and I'm promising you it's not pipes and the slippers for Sam, he's been very busy with the SSGreat Britain and with other projects that we'll talk a little more about. But for now, I'm going to enjoy poodling across the harbour on boat number five awaiting arrival over at the SS Great Britain. Paul Marden: Is there much to catch in the water here?Sam Mullins: According to some research, there's about 36 different species of fish. They catch a lot of cream. They catch Roach, bullet, bass car. Big carpet there, maybe, yeah, huge carpet there. And then your European great eel is here as well, right? Yeah, massive things by the size of your leg, big heads. It's amazing. It goes to show how receipt your life is. The quality of the water is a lot better now. Paul Marden: Oh yeah, yeah, it's better than it used to be years ago. Thank you very much. All right. Cheers. Have a good day. See you later on. So without further ado, let's head inside. So where should we head? Too fast. Sam Mullins: So we start with the stern of the ship, which is the kind of classic entrance view, you know. Yeah, coming up, I do. I love the shape of this ship as you as you'll see.Paul Marden: So lovely being able to come across the water on the boat and then have this as you're welcome. It's quite a.Sam Mullins: It's a great spot. Isn't it?Paul Marden: Really impactful, isn't it? Sam Mullins:  Because the amazing thing is that it's going this way, is actually in the dry dock, which was built to build it. Paul Marden: That's amazing. Sam Mullins: So it came home. It was clearly meant to be, you know,Paul Marden:  Quite the circular story.Sam Mullins:  Yeah, yeah. Thank you. Paul Marden:  Thank you. Wow. Look at that view.Sam Mullins: So that's your classic view.Paul Marden:  So she's in a dry dock, but there's a little bit of water in there, just to give us an idea of what's going on. Sam Mullins: Well, what's actually going on in here is, preserving the world's first iron ship. So it became clear, after he'd come back from the Falklands, 1970 came back to Bristol, it became clear that the material of the ship was rusting away. And if something wasn't done, there'd be nothing left, nothing left to show. So the innovative solution is based on a little bit of science if you can reduce the relative humidity of the air around the cast iron hull of the ship to around about 20% relative humidity, corrosion stops. Rusting stops. It's in a dry dock. You glaze over the dock at kind of water line, which, as you just noticed, it gives it a really nice setting. It looks like it's floating, yeah, it also it means that you can then control the air underneath. You dry it out, you dehumidify it. Big plant that dries out the air. You keep it at 20% and you keep the ship intact. Paul Marden: It's interesting, isn't it, because you go to Mary Rose, and you go into the ship Hall, and you've got this hermetically sealed environment that you can maintain all of these beautiful Tudor wooden pieces we're outside on a baking hot day. You don't have the benefit of a hermetically sealed building, do you to keep this? Sam Mullins: I guess the outside of the ship is kind of sealed by the paint. That stops the air getting to the bit to the bare metal. We can go down into the trigger, down whilst rise up.Paul Marden:  We're wondering. Sam, yeah, why don't you introduce yourself, tell listeners a little bit about your background. How have we ended up having this conversation today.Sam Mullins: I'm Sam Mullins. I'm a historian. I decided early on that I wanted to be a historian that worked in museums and had an opportunity to kind of share my fascination with the past with museum visitors. So I worked in much Wenlock in Shropshire. I worked created a new museum in market Harbour, a community museum in Leicestershire. I was director of museums in St Albans, based on, you know, great Roman Museum at Verulamium, okay. And ended up at London Transport Museum in the 90s, and was directed there for a long time.Paul Marden: Indeed, indeed. Oh, we are inside now and heading underground.Sam Mullins: And you can hear the thrumming in the background. Is the dehumidification going on. Wow. So we're descending into thevery dry dock.Paul Marden: So we're now under water level. Yes, and the view of the ceiling with the glass roof, which above looked like a lovely little pond, it's just beautiful, isn't it?Sam Mullins: Yes, good. It sets it off both in both directions, really nicely.Paul Marden: So you've transitioned now, you've moved on from the Transport Museum. And I thought that today's episode, we could focus a little bit on what is, what's life like when you've moved on from being the director of a big, famous, influential, family friendly Museum. What comes next? Is it pipe and slippers, or are there lots of things to do? And I think it's the latter, isn't it? Sam Mullins: Yes. Well, you know, I think people retire either, you know, do nothing and play golf, or they build, you know, an interesting portfolio. I wanted to build, you know, something a bit more interesting. And, you know, Paul, there's that kind of strange feeling when you get to retire. And I was retiring from full time executive work, you kind of feel at that point that you've just cracked the job. And at that point, you know, someone gives you, you know, gives you a card and says, "Thank you very much, you've done a lovely job." Kind of, "Off you go." So having the opportunity to deploy some of that long term experience of running a successful Museum in Covent Garden for other organisations was part of that process of transition. I've been writing a book about which I'm sure we'll talk as well that's been kind of full on this year, but I was a trustee here for a number of years before I retired. I think it's really good career development for people to serve on a board to see what it's like, you know, the other side of the board. Paul Marden: I think we'll come back to that in a minute and talk a little bit about how the sausage is made. Yeah, we have to do some icebreaker questions, because I probably get you already. You're ready to start talking, but I'm gonna, I'm just gonna loosen you up a little bit, a couple of easy ones. You're sat in front of the telly, comedy or drama?Sam Mullins: It depends. Probably.Paul Marden: It's not a valid answer. Sam Mullins: Probably, probably drama.Paul Marden: Okay, if you need to talk to somebody, is it a phone call or is it a text message that you'll send?Sam Mullins:  Face to face? Okay, much better. Okay, always better. Paul Marden: Well done. You didn't accept the premise of the question there, did you? Lastly, if you're going to enter a room, would you prefer to have a personal theme tune played every time you enter the room. Or would you like a personal mascot to arrive fully suited behind you in every location you go to?Sam Mullins: I don't know what the second one means, so I go for the first one.Paul Marden: You've not seen a football mascot on watching American football or baseball?Sam Mullins: No, I try and avoid that. I like real sport. I like watching cricket. Paul Marden: They don't do that in cricket. So we are at the business end of the hull of the ship, aren't we? We're next to the propeller. Sam Mullins: We're sitting under the stern. We can still see that lovely, gilded Stern, saying, Great Britain, Bristol, and the windows and the coat of arms across the stern of the ship. Now this, of course, was the biggest ship in the world when built. So not only was it the first, first iron ship of any scale, but it was also third bigger than anything in the Royal Navy at the time. Paul Marden: They talked about that, when we were on the warrior aim the other day, that it was Brunel that was leading the way on what the pinnacle of engineering was like. It was not the Royal Navy who was convinced that it was sail that needed to lead. Sam Mullins: Yeah, Brunel had seen a much smaller, propeller driven vessel tried out, which was being toured around the country. And so they were midway through kind of design of this, when they decided it wasn't going to be a paddle steamer, which its predecessor, the world's first ocean liner, the Great Western. A was a paddle steamer that took you to New York. He decided that, and he announced to the board that he was going to make a ship that was driven by a propeller, which was the first, and this is, this is actually a replica of his patent propeller design. Paul Marden: So, this propeller was, is not the original to the show, okay?Sam Mullins: Later in its career, it had the engines taken out, a

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter  or Bluesky for your chance to win the books that have been mentioned in this podcast.Competition ends on 9th July 2025. The winner will be contacted via Bluesky. Show references: Matthew Tanner, Vice President of AIM and Independent Consultant https://aim-museums.co.uk/Richard Morsley, CEO of Chatham Historic Dockyardhttps://thedockyard.co.uk/Hannah Prowse, CEO, Portsmouth Historic Quarterhttps://portsmouthhq.org/Dominic Jones, CEO Mary Rose Trusthttps://maryrose.org/Andrew Baines, Executive Director, Museum Operations, National Museum of the Royal Navyhttps://www.nmrn.org.uk/ Transcriptions: Paul Marden: Welcome to Skip the Queue. The podcast of people working in and working with visitor attractions, and today you join me in Portsmouth Historic Dockyard. I am actually in the shadow of HMS Victory at the moment, right next door to the Mary Rose. And I'm at the Association of Independent Museum's annual conference, and it is Wednesday night, and we're just about to enjoy the conference dinner. We've been told by Dominic Jones, CEO of Mary Rose, to expect lots of surprises and unexpected events throughout the meal, which I understand is a walking meal where we'll partake of our food and drink as we're wandering around the museum itself, moving course to course around different parts of the museum. So that sounds very exciting. Paul Marden:  Today's episode, I'm going to be joined by a I don't know what the collective noun is, for a group of Maritime Museum senior leaders, but that's what they are, and we're going to be talking about collaboration within and between museums, especially museums within the maritime sector. Is this a subject that we've talked about a lot previously? I know we've had Dominic Jones before as our number one most listened episode talking about collaboration in the sector, but it's a subject I think is really worthwhile talking about. Paul Marden: Understanding how museums work together, how they can stretch their resources, increase their reach by working together and achieving greater things than they can do individually. I do need to apologise to you, because it's been a few weeks since our last episode, and there's been lots going on in Rubber Cheese HQ, we have recently become part of a larger organisation, Crowd Convert, along with our new sister organisation, the ticketing company, Merac.Paul Marden:  So there's been lots of work for me and Andy Povey, my partner in crime, as we merge the two businesses together. Hence why there's been a little bit of a lapse between episodes. But the good news is we've got tonight's episode. We've got one more episode where I'll be heading down to Bristol, and I'll talk a little bit more about that later on, and then we're going to take our usual summer hiatus before we start the next season. So two more episodes to go, and I'm really excited. Paul Marden:  Without further ado, I think it's time for us to meet our guests tonight. Let me welcome our guests for this evening. Matthew Tanner, the Vice President of AIM and an Independent Consultant within the museum sector. You've also got a role within international museums as well. Matthew, remind me what that was.Matthew Tanner: That's right, I was president of the International Congress of Maritime Museums.Paul Marden: And that will be relevant later. I'm sure everyone will hear. Richard Morsley, CEO of Chatham Historic Dockyard Trust. I've got Hannah Prowse with me, the CEO of Portsmouth Historic Quarter, the inimitable chief cheerleader for Skip the Queue Dominic Jones, CEO of Mary Rose Trust.Dominic Jones: Great to be back.Paul Marden: I expect this to be the number one episode because, you know, it's got to knock your previous episode off the hit list.Dominic Jones: Listen with guests like this. It's going to be the number one. You've got the big hitters, and you've even got one more to go. This is gonna be incredible.Paul Marden:  Exactly. And I've got Andrew Baines, the Executive Director Museum Operations at the National Museum of the Royal Navy. That's quite a title.Dominic Jones: He loves a title that's a lot shorter than the last.Paul Marden: Okay, so we always have icebreakers. And actually, it must be said, listeners, you, unless you're watching the YouTube, we've got the the perfect icebreaker because we've started on Prosecco already. So I'm feeling pretty lubed up. Cheers. So icebreakers, and I'm going to be fair to you, I'm not going to pick on you individually this time, which is what I would normally do with my victims. I'm going to ask you, and you can chime in when you feel you've got the right answer. So first of all, I'd like to hear what the best concert or festival is that you've been to previously.Hannah Prowse: That's really easy for me, as the proud owner of two teenage daughters, I went Tay Tay was Slay. Slay. It was amazing. Three hours of just sheer performative genius and oh my god, that girl stamina. It was just insane. So yeah, it's got to be Tay Tay.Paul Marden: Excellent. That's Taylor Swift. For those of you that aren't aware and down with the kids, if you could live in another country for a year, what would Dominic Jones: We not all answer the gig. I've been thinking of a gig. Well, I was waiting. Do we not all answer one, Rich has got a gig. I mean, you can't just give it to Hannah. Richard, come in with your gig.Richard Morsley: Thank you. So I can't say it's the best ever, but. It was pretty damn awesome. I went to see pulp at the O2 on Saturday night. They were amazing. Are they still bringing it? They were amazing. Incredible. Transport me back.Matthew Tanner:  Members mentioned the Mary Rose song. We had this.Dominic Jones: Oh, come on, Matthew, come on. That was brilliant. That was special. I mean, for me, I'm not allowed to talk about it. It's probably end ups. But you know, we're not allowed to talk you know, we're not allowed to talk about other than here. But I'm taking my kids, spoiler alert, if you're listening to see Shawn Mendes in the summer. So that will be my new favourite gig, because it's the first gig for my kids. So I'm very excited about that. That's amazing. Amazing. Andrew, any gigs?Andrew Baines: It has to be Blondie, the amazing. Glen Beck writing 2019, amazing.Dominic Jones:  Can you get any cooler? This is going to be the number one episode, I can tell.Paul Marden:  Okay, let's go with number two. If you could live in another country for a year, which one would you choose? Hannah Prowse: Morocco. Paul Marden: Really? Oh, so you're completely comfortable with the heat. As I'm wilting next.Hannah Prowse: Completely comfortable. I grew up in the Middle East, my as an expat brat, so I'm really happy out in the heat. I just love the culture, the art, the landscape, the food, the prices, yeah, Morocco. For me, I thinkMatthew Tanner: I've been doing quite a lot of work recently in Hong Kong. Oh, wow. It's this amazing mix of East and West together. There's China, but where everybody speaks English, which is fantastic.Dominic Jones:  I lived in Hong Kong for a few years, and absolutely loved it. So I do that. But I think if I could choose somewhere to live, it's a it's a bit of cheating answer, because the country's America, but the place is Hawaii, because I think I'm meant for Hawaii. I think I've got that sort of style with how I dress, not today, because you are but you can get away with it. We're hosting, so. Paul Marden:  Last one hands up, if you haven't dived before, D with Dom.Dominic Jones: But all of your listeners can come Dive the 4d at the Mary Rose in Portsmouth Historic Dockyard, as well as the other amazing things you can do here with our friends and National Museum of Portsmouth Historic Quarter, he will cut this bit out.Paul Marden:  Yeah, there will be a little bit of strict editing going on. And that's fair. So we want to talk a little bit today about collaboration within the Maritime Museum collective as we've got. I was saying on the intro, I don't actually know what the collective noun is for a group of Maritime Museum leaders, a wave?Hannah Prowse: A desperation?Paul Marden: Let's start with we've talked previously. I know on your episode with Kelly, you talked about collaboration here in the dockyard, but I think it's really important to talk a little bit about how Mary Rose, Portsmouth Historic Dockyard and the National Museum of the Royal Navy all work together. So talk a little bit for listeners that don't know about the collaboration that you've all got going. Dominic Jones:  We've got a wonderful thing going on, and obviously Hannah and Andrew will jump in. But we've got this great site, which is Portsmouth Historic Dockyard. We've got Portsmouth Historic Quarter that sort of curates, runs, owns the site, and I'll let Hannah come into that. We've got the Mary Rose, which is my favourite, amazing museum, and then we've got all of the museums and ships to the National Museum of the Royal Navy. But do you want to go first, Hannah, and talk about sort of what is Portsmouth Historic Quarter and the dockyard to you? Hannah Prowse:  Yeah, so at Portsmouth Historic Quarter, we are the landlords of the site, and ultimately have custody of this and pretty hard over on the other side of the water. And it's our job to curate the space, make sure it's accessible to all and make it the most spectacular destination that it can be. Where this point of debate interest and opportunity is around the destination versus attraction debate. So o

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your hosts are Paul Marden and Andy Povey.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. Show references:  Anna Preedy, Director M+H Showhttps://show.museumsandheritage.com/https://www.linkedin.com/in/annapreedy/Jon Horsfield, CRO at Centegra, a Cinchio Solutions Partnerhttps://cinchio.com/uk/https://www.linkedin.com/in/jon-horsfield-957b3a4/Dom Jones, CEO, Mary Rose Trust https://maryrose.org/https://www.linkedin.com/in/dominicejones/https://www.skipthequeue.fm/episodes/dominic-jonesPaul Woolf, Trustee at Mary Rose Trusthttps://maryrose.org/https://www.linkedin.com/in/paul-woolf/Stephen Spencer, Ambience Director, Stephen Spencer + Associateshttps://www.stephenspencerassociates.com/https://www.linkedin.com/in/customerexperiencespecialist/https://www.skipthequeue.fm/episodes/stephen-spencerSarah Bagg, Founder, ReWork Consultinghttps://reworkconsulting.co.uk/https://www.linkedin.com/in/sarahbagg/https://www.skipthequeue.fm/episodes/sarah-baggJeremy Mitchell, Chair of Petersfield Museum and Art Galleryhttps://www.petersfieldmuseum.co.uk/https://www.linkedin.com/in/jeremy-mitchell-frsa-4529b95/Rachel Kuhn, Associate Director, BOP Consultinghttps://www.bop.co.uk/https://www.linkedin.com/in/kuhnrachel/  Transcriptions:Paul Marden: Welcome to Skip the Queue, the podcast for people working in and working with visitor attractions. You join me today, out and about yet again. This time I am in London at Olympia for the Museums and Heritage Show. Hotly anticipated event in everybody's diary. We all look forward to it. Two days of talks and exhibitions and workshops. Just a whole lot of networking and fun. And of course, we've got the M and H awards as well. So in this episode, I am going to be joined by a number of different people from across the sector, museum and cultural institution professionals, we've got some consultants, we've got some suppliers to the industry, all pretty much giving us their take on what they've seen, what they're doing and what their thoughts are for the year ahead. So, without further ado, let's meet our first guest. Andy Povey: Hi, Anna. Welcome to Skip the Queue. Thank you for giving us some of your time on what must be a massively busy day for you. I wonder if you could just tell the audience who you are, what you do, a little bit about what museums and heritage is, because not everyone listening to the podcast comes from the museum sector. Anna Preedy: Andy, thanks. This is a great opportunity and always really lovely to see your happy smiley face at the Museums and Heritage Show. So M and H, as we're often referred to as, stands for Museums and Heritage and we're a small business that organises the principal trade exhibition for the Museums and Heritage sector that could be broadened, I suppose, into the cultural sector. We also have the awards ceremony for the sector and an online magazine. So we are Museums and Heritage, but we're often referred to as M and H and we've been around for a very long time, 30 plus years. Andy Povey: Oh, my word. Anna Preedy: I know. Andy Povey: And what's your role within the organisation? Your badge says Event Director today. That's one of many hats. Anna Preedy: I'm sure it is one of many hats because we're a very small team. So I own and manage the events, if you like. M and H is my baby. I've been doing it for a very long time. I feel like I'm truly immersed in the world of museums and heritage and would like to think that as a result of that, I kind of understand and appreciate some of the issues and then bring everyone together to actually get in the same room and to talk them through at the show. So, yeah, that's what we're about, really. Andy Povey: In a shorthand and obviously the show. We're in the middle of West London. It's a beautifully sunny day here at Olympia. The show is the culmination, I suppose of 12 months of work. So what actually goes in? What does a normal day look like for you on any month other than May? Anna Preedy: Yeah, it was funny actually. Sometimes people, I think, well, what do you do for the rest of the year? You just turn up to London for a couple of days, just turn up delivering an event like this. And also our award scheme is literally three, six, five days of the year job. So the moment we leave Olympia in London, we're already planning the next event. So it really is all encompassing. So I get involved in a lot. As I say, we're a small team, so I'm the person that tends to do most of the programming for the show. So we have 70 free talks. Everything at the show is free to attend, is free to visit. So we have an extensive programme of talks. We have about 170 exhibitors. Anna Preedy: So I'm, although I have a sales team for that, I'm managing them and looking after that and working with some of those exhibitors and then I'm very much involved in our awards. So the Museums and Heritage Awards look to celebrate and reward the very best in our sector and shine the spotlight on that not just in the UK but around the world. So we have a judging panel and I coordinate that. So pretty much every decision, I mean you look at the colour of the carpet, that which incidentally is bright pink, you look at the colour of the carpet here, who made the decision what colour it would be in the aisles this year it was me. So I, you know, I do get heavily involved in all the nitty gritty as well as the biggest strategic decisions. Andy Povey: Fantastic. Here on the show floor today it is really busy, there are an awful lot of people there. So this is all testament to everything that you've done to make this the success that it is. I'm sure that every exhibitor is going to walk away with maybe not a full order book, but definitely a fistful of business cards. Anna Preedy: I think that's it, what we really want. And we sort of build this event as the big catch up and we do that for a reason. And that is really to kind of give two days of the year people put those in their diary. It's a space where people can come together. So you know, there'll be people here standing on stands who obviously and understandably want to promote their product or service and are looking to generate new business. And then our visitors are looking for those services and enjoying the talks and everyone comes together and it's an opportunity to learn and network and connect and to do business in the broadest possible sense. Really. Andy Povey: No, I think that the line, the big catch up really sums the show up for me. I've been. I think I worked out on the way in this morning. It's the 15th time I've been to the show. It's one of my favourite in the year because it is a fantastic mix of the curatorial, the commercial, everything that goes into running a successful museum or heritage venue. Anna Preedy: I mean, it's funny when people ask me to summarise. I mean, for a start, it's quite difficult. You know, really, it should be museums, galleries, heritage, visitor, attractions, culture. You know, it is a very diverse sector and if you think about everything that goes into making a museum or a gallery or a historic house function, operate, engage, it's as diverse as the organisational types are themselves and we try and bring all of that together. So, you know, whether you are the person that's responsible for generating income in your organisation, and perhaps that might be retail or it might be catering, it could be any. Any stream of income generation, there's going to be content for you here just as much as there's going to be content for you here. Anna Preedy: If you are head of exhibitions or if you are perhaps wearing the marketing hat and actually your job is, you know, communications or audience development, we try and represent the sector in its broadest scope. So there is something for everyone, quite. Andy Povey: Literally, and that's apparent just from looking on the show floor. So with all of your experience in the museum sector, and I suppose you get to see. See quite an awful lot of new stuff, new products. So what are you anticipating happening in the next sort of 6 to 12 months in our sector? Anna Preedy: I mean, that's a big question because, you know, going back to what were just saying, and the kind of different verticals, if you like, that sit within the sector, but I think the obvious one probably has to be AI, and the influence of that. I'm not saying that's going to change everything overnight. It won't, but it's. You can see the ripples already and you can see that reflected out here on the exhibition floor with exhibitors, and you can also see it in our programme. So this sort of AI is only, you know, one aspect of, you know, the bigger, wider digital story. But I just think it's probably more about the sector evolving than it is about, you know, grand sweeping changes in any one direction. Anna Preedy: But the other thing to say, of course, is that as funding gets more the sort of the economic landscape, you know, is tough. Undeniably so. So generating revenue and finding new ways to do that and prioritising it within your organisation, but not at the expense of everything else that's done. And it should never be at the expense of everything else that's done. And it's perfectly possible to do both. Nobody's suggesting that it's easy, nothing's easy but, you know, it's possible. Anna Preedy: And I think the show here, and also what we do online in terms of, you know, news and features, all of that, and what other organisations are doing in this sector, of course, and the partners we work with, but I think just helping kind of bridge that gap really, and to pro

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter  or Bluesky for your chance to win the books that have been mentioned in this podcast.Competition ends on 21st May 2025. The winner will be contacted via Bluesky. Show references: Museum Wales website: https://museum.wales/Big Pit National Coal Museum: https://museum.wales/bigpit/Catherine Pinkerton LinkedIn: https://www.linkedin.com/in/catherine-pinkerton-b1905a110/Catherine Pinkerton is the Group Retail Manager at Amgueddfa Cymru - Museum Wales.Having worked in senior management positions for some of the high street’s most recognisable brands such as Harrods, Selfridges, Dior and Guerlain to name but a few, Catherine spent 20+ years in London building her management career. Catherine is now the Group Retail Manager for Amgueddfa Cymru (Museum Wales). She is responsible for the management of all aspects of retail operations and development, across the national museums of Wales. Catherine is currently leading on a transformation project to create immersive retail experiences in each of the museum shops, reflecting the visitor experience and collections of each of the varied museums.Guests Also Featured in This Episode:Anya Kirkby, Freelancer - Anya Kirkby Ltd – Product Development and Graphic Design anyakirkby@gmail.comArantxa Garcia, Freelancer - Exibeo VM Creative Studio – Shop Design and Visual Merchandising Arantxa@exhibeovm.co.ukNia Elias, Director Relationships and Funding, Amgueddfa Cymru nia.elias@museumwales.ac.ukGuy Veale, Freelancer – Freelancer - Sound artist/designer - gbveale@gmail.comAmy Samways, Shop Supervisor, Amgueddfa Cymru - amy.samways@museumwales.ac.ukKate Eden, Chair, Amgueddfa Cymru - Members of Board | Museum Wales Transcriptions: Paul Marden: Welcome to Skip the Queue. I'm your host, Paul Marden. So today you join me on the top of a mountain in Blaenavon in Wales at Big Pit, the National Mining Museum. I'm here today for a really special event. I've been invited to the opening of Big Pit's new Museum Retail experience, which is a programme of work that's being done by the Museums Wales Group to improve the sense of place and the sense of feeling for what could be a blueprint for the rest of the group. We're going to be joined by a number of different people that have taken part in the project and without further ado, let's get started on our tour of Big Pit. Catherine Pinkerton: Morning, everybody. Hello, welcome. It is my absolute pleasure to welcome you all today and I know there's been a lot of you'd have travelled far and wide, so thank you so much for your time. I really appreciate you coming to see the amazing store that we've created and I hope you love it. We're just going to cut the river now. Paul Marden: First up I've got Catherine Pinkerton, Group Head of Retail at Museum Wales. Catherine, welcome to Skip the Queue. Catherine Pinkerton: Thank you very much. Thank you so much for having me. Paul Marden: Absolute pleasure. And this is a corker of an episode. I think everybody is going to be really interested in finding out about the retail, the gift shop experience that you guys have introduced at Big Pit and then you're going to go wider into. Into Museums Wales. This is a really weird episode because you and I are recording the morning after the day before. So yesterday was the big launch event and I was with you at Big Pit and I've met lots and lots of people and we're going to cut to them throughout the episode and hear from those people that were taking part in the project. But you and I have got the benefit of having enjoyed yester today's event and we can look back on what that experience was like and talk a little bit about the project. Paul Marden: Before we do that, I think it would be really lovely for you to introduce yourself and tell us a little bit about Museums Wales and Big Pit specifically. Catherine Pinkerton: Absolutely. Okay. So I'm Catherine Pinkerton. So I head up all of the retail stores within Amgueddfa Cymru, which is National Museums of Wales. I've been with the museum just under three years and I'm good that Cymru hosts seven sites. It's an incredible establishment to be part of and I think, you know, coming from a very commercial background, this is very different for me, but I think it's given me lots of insights into bringing kind of. Lots of. Kind of different skill sets, I guess, to this cultural sector. I think when I first initially joined Amgueddfa Cymru, there were lots of challenges. And that's not to say that we still have those challenges as they are in many of our museums. And I think coming from a retail background, it's. It's looking at something that's not. That's commercial, Paul.Catherine Pinkerton: That's key. But actually, how can we make it very collection and story based on our amazing assets that we hold within our museums? And I think that I felt was probably the biggest thing that was missing because I thought we've got these amazing exhibitions, these amazing collections, amazing, you know, opportunities, and how are we putting that into the retail structure and how do we offer that to us, you know, to our visitors? And I think. I think sometimes it may be. Have forgotten that you go around these amazing spaces and it's very based on that visitor focus and how can we make that visitor feel very happy and engaged. But actually the end part of that process is nearly always coming through, exiting through the retail space. Right. Catherine Pinkerton: And if they've had this amazing opportunity to go and, you know, a lot of investment in these amazing spaces, and then they come through that retail space which has some elements, but not all of what our collections hold, there's a confusion there. You know, that end piece. And for me, customer service and visitor experience is absolutely key to how they. How they finish and how they end their day. And if they're ending their day with something, oh, okay, I'll just have a magnet then. Because there's nothing really else here. Yeah, that pains me. That really hurts me. I think, come on, guys, we can do better than this. We are in an element of. We have our own assets, our own elements to be able to kind of display that. Catherine Pinkerton:  And I think very much it would be very easy and to take the kind of easy road of having, you know, let's. Let's pop a dragon on a mug and yeah, we're a Welsh museum. No, we're not. We have assets here. We have beautiful exhibitions, we have beautiful spaces. And actually looking from further afield into. In terms of an emotional connection. And I think, you know, for me, from all of my past kind of previous work, I'm working with Amgueddfa Cymru. It's probably been the most challenging to get perhaps senior management to understand a crazy way of Catherine Pinkerton working into a. What's emotional retail? What does emotive selling mean? This lady is crazy. What's she talking about? But actually, it's really basic, isn't it? Catherine Pinkerton: Because for me, if I take my daughter or my husband to any kind of day trip, I want to take something emotional that I've connected with home with me, and that's so simple. But actually, sometimes it's not thought about in that way. And, you know, for me, I'm all about the emotional connection. And I think we put so much investment in curatorial teams to kind of give that to our visitors. We need to end that. That end part is so important for them to finish, you know, that journey with that emotional connection that they can take home as a souvenir. So, yeah, I've probably said more than I needed to there, Paul, but.Paul Marden: Absolutely. So I think you're capturing the need to curate the. The ending experience because, you know, the nature of. The nature of people's memory is they remember the beginning and they remember the end and the bit that is in the middle is hugely important to the storytelling experience they have whilst they're at the attraction. But if you don't end on a high, then their emotional connection to you and the space and the stories they've heard is not going to be as impactful for them. Catherine Pinkerton:  Absolutely, totally agree. I think it's really key, and not just in the kind of, you know, the cultural sector, but in any sector, really. I think it's really important that connection is instant, really, because that is what you need to. That's the hook, isn't it, of getting that person, you know, and. And actually understanding what the visitor needs. I mean, it's very easy for me to say on a personal level, I'd love to have this collection of products within the shop, but actually, that's not what data tells us. That's not what our demographic tells know, you know. And they are the ones that are important. Our local communities, our demographic is key for us to be successful. Paul Marden: You know, so one of the things that I took from yesterday was the importance that you were moving away from being just any other generic Welsh gift shop to being a gift shop associated with the place. Yeah, that. That's the. That was the nub of I think, what you were trying to get to how do you go about doing that? How did you make it feel so much like a gift shop? About Big Pit? Catherine Pinkerton: It's taken a process of really pulling everything back and getting under the skin, what is the detail and the personality of the site. But actually it's talking to people and being humour. And Paul, you know, I think, very much, as I say, it'd be very ignorant for me to say this is what I think will w

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter  or Bluesky for your chance to win the books that have been mentioned in this podcast.Competition ends on 7th May 2025. The winner will be contacted via Bluesky. Show references: Dynamic Earth website: https://dynamicearth.org.uk/Dynamic Earth X: https://x.com/ourdynamicearthDynamic Earth LinkedIn: https://www.linkedin.com/company/our-dynamic-earth-dynamic-earth-enterprises-ltd-dynamic-earth-charitable-trust-/Mark Bishop joined Dynamic Earth in the summer of 2022. The Edinburgh Science Centre & Planetarium provides science engagement to over 250,000 people a year at the centre and across Scotland. Prior to joining Dynamic Earth, Mark was a director at the National Trust for Scotland for seven years. In the 23 years Mark has been in the voluntary sector, he has also held senior roles at Prostate Cancer UK, Leonard Cheshire Disability and The Royal British Legion. His commercial sector experience includes roles at HarperCollins, Sky, and he co-founded two Internet start-ups. He continues to be a Trustee of Dads Rock, which is a charity dedicated to supporting men to be great parents. Transcriptions: Paul Marden: Welcome to Skip the Queue, a podcast for people working in and working with visitor Attractions. I'm your host, Paul Marden. The Millennium Commission was set up by the UK Government to celebrate the turn of the millennium. Funded by the National Lottery, not only did it fund the Millennium Dome, now the O2, it also funded many regional venues, including a number of science centres such as Dynamic Earth in Edinburgh, which was the first major millennium attraction in Edinburgh. In this episode, I'm talking to Mark Bishop, the CEO of Dynamic Earth, about those millennium babies and what the next 25 years looks for them. After a career in charity fundraising, Mark moved to the attraction sector in 2015 at the National Trust for Scotland, before becoming CEO of Dynamic Earth nearly three years ago. Now let's get into the interview. Paul Marden: Mark, welcome to Skip the Queue. Mark Bishop: Hi. Morning. How are you? Paul Marden: I'm very good. I'm very good on a very sunny morning here down in Hampshire at the moment. I don't know what the Easter holidays are like up there for you at the moment, Mark. Mark Bishop: Well, people always talk about the weather being different in Scotland, so here in Edinburgh, we had the most amazing first week of spring last week, and that made me sad because indoor visitor attractions often benefit from when it's cloudy or rainy. So I am delighted to say the second half of Easter is terrible outside, but amazing inside our building. Paul Marden: Oh, good. So, visitor numbers are good for you this Easter holiday, are they? Mark Bishop: Well, we had probably the best number of people in since COVID Yesterday. We had 1302 people in. Paul Marden: Wowsers.Mark Bishop: That's great, because to have families and groups in celebrating science in our building during their holiday time makes me happy. Paul Marden: Yeah, absolutely. Yeah, went. I've been doing day trips with my daughter just recently over the Easter break and you can definitely feel there's lots of people out and about and enjoying themselves over these Easter holidays. So good to hear that it's been kind to you as well. Longtime listeners will know that we always start our interviews with an icebreaker question that you cannot prepare for. So I think I've been kind to you. I've got a couple for you here. This is an A or B question. If you're going out for a night out, is it going to be a concert or is it going to be a museum nighttime exhibition? Mark Bishop: I think I'm supposed to, on behalf of the sector, go for the latter, but I am going to answer it in an authentic way and say A, a concert. So before I had kids, I'd probably go to about 150 concerts a year. Really, in the days when NME existed and it had a print edition and I'd pretty much just buy it, flick it and go, that looks interesting. And go without ever even hearing things because Spotify didn't exist and he goes to stuff and it was terrible or brilliant, but I loved it just from the variety and the surprise factor. Obviously, these days we kind of plan our music events a bit better. We know the artists and in theory we make better choices. But perhaps we don't do such good random things as well. Who knows? Paul Marden: Yeah, absolutely. Okay, now this one's a little bit more in depth. If there is a skill that you could master immediately, what would it be? Mark Bishop: Trying to understand how my three kids think and how I need to respond to that. But I don't think I'm the only parent on the planet that loves seeing the variety of ways they behave. But just question, how on earth did they come to be and think like that? Paul Marden: Yeah, it sounds like almost a kind of being able to speak child and become an interpreter, a child whisperer. Mark Bishop: And I think we, you know, sort of kind of be a bit more profound about these things. As an Earth Science Centre, that predominantly kind of has family audience, actually, some of the best questions we get are from younger people. So sometimes minds are probably more open and liberated. Paul Marden: Yeah, absolutely. Well, that's a nice segue, isn't it? So why don't you tell us a little bit about the Dynamic Earth? What stories does the Dynamic Earth try to tell? Mark Bishop: So Dynamic Earth, for those who don't know it, is the Edinburgh Science Centre and Planetarium. And as I'm sure we'll talk about, we were the first out of the millennium babies to launch back on 2nd July 1999. Our building predates being a science centre. It used to be a Scottish and Newcastle brewery. So when people say, I can't organise the proverbial in a brewery, I go, possibly released half row. And in the mid-1990s, they stopped making beer and handed the land over to public benefit. And it's become the UK's leading Earth science centre. So we're very much a science centre, but we're a science centre with a very specific theme around our planet and our universe and the experiences are very deliberately immersive. Mark Bishop: So we allow people to experience in a safe way what it feels like to be in an earthquake, to see a volcanic eruption, to touch a real iceberg, to dive to the bottom of the ocean and then fly out to the outer reaches of space. And we do all of that because we think our planet is beautiful and fascinating and the wonders of the world need to be celebrated. But increasingly, we also want to showcase the perils we're placing on our planet, our only home. We have about a quarter million people come through our doors a year, and that would be families, that'd be tour groups. There'll be a lot of school groups coming in, 30,000 kind of school groups coming in, and then we have about 400 conferences and events a year. Mark Bishop: So we have everything from Arctic conferences, water resilient conferences, and electric aeroplane conferences. You name it, we have it in our building. And I think a lot of the conferences have keynote speakers that tend to be first ministers or senior politicians, because unless somebody can tell me otherwise, I think we are the closest science centre in the world to a seat of government, because the Scottish parliament is 10 yards across the road. Paul Marden: Excellent. So you have the year of government as well? Mark Bishop: We like to think so. Paul Marden: So I've not been to Dynamic Earth yet, and I need to solve that problem. Yeah. But I'm getting a picture in my mind of telling the story around the geology of the planet, and there's going to be lots of physics around. The planetary stuff that you talk about when you take that big zoom out. Are there other elements of the science, the different sciences, that you bring into this storytelling? Is there elements of biology and botany and things like that you bring into this? Mark Bishop: Yeah, absolutely. So, for example, one of the galleries I didn't mention to you is a rainforest gallery. So you go into a tropical rainforest, regardless of what the weather is like outside in Edinburgh and Scotland, you come into a tropical rainforest, but the sounds and smells and sensations of that rainforest immerse you. And we do that because, you know, probably very few people will travel in their lifetime to a tropical rainforest. And there's lots of environmental reasons why you probably wouldn't encourage people to do that. But to be immersed in that space and to feel what it's like to be in a rainforest allows you to understand that it's humans' relationship with the world around them, and that we're not the only beings on this planet. And so hopefully we try and humble people by realising there are other habitats and species than ourselves. Paul Marden: Excellent. So today's episode, what we want to do, we've got a series of episodes that we want to do around the Millennium Project. I've got particular interest in this because my first job whilst I was still at uni was at the National Botanic Gardens of Wales, which was a millennium project. So I was there whilst they were digging. I can vividly remember it being a building site, and this dome where they built the gardens, sort of lifted out of the earth. So I felt, I can remember being there and feeling like this was something important, we were building something for the long term. It was an exciting opportunity. And we're at this kind of big anniversary, aren't we, this year, 25 years since many of

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter  or Bluesky for your chance to win the books that have been mentioned in this podcast.Competition ends on 19th March 2025. The winner will be contacted via Bluesky. Show references: https://www.ajah.ae/https://www.linkedin.com/in/paul-griffiths-63432763/Kelly's final episodeThe transformation of Painshill Park, with Paul Griffiths, Director of PainshillWhat it really takes to launch a podcast. With Kelly Molson and Paul GriffithsPaul Griffiths has worked in the Heritage, Museums and Tourism world now for nearly 30 years.After spending 16 years working in various role for English Heritage, in 2012 he moved to the Mary Rose Museum as Head of Operations to oversee the opening and operations of the multi award winning museum, welcoming over one million visitors before in 2018 taking on moving to the Painshill Park Trust in the role of Director of Painshill. Paul spent 6 years there before his move in December 2024 to Ras Al Khaimah one of the seven Emirates that make up the UAE. In this exciting brand new role Paul is Chief Executive Officer of the Al Hamra Heritage Village, part of the Al Qasimi Foundation. Transcriptions: Paul Marden: Welcome to Skip the Queue, a podcast for people working in and working with Visitor Attractions. I'm your host, Paul Marden.Longtime listeners will remember my guest today, Paul Griffiths, when he was CEO at Painshill Park, from when he was interviewed back in season one by Kelly. In today's episode, Paul comes back to talk about his new role as CEO of Al Jazeera Al Hamrah Heritage Village in Ras Al Khaimah in the UAE. Now, I'm always interested in the first 90 days of people's experience in a job, so we'll be talking more about that and his for the future. Paul Marden: Paul, welcome back to Skip the Queue. Paul Griffiths: Hello. Thanks for having me, Paul. Great to be here. Paul Marden:  Long time. Listeners will know that we always start with an icebreaker question and our guests don't get to know that one in advance. I think this one's a pretty kind one. I was pretty mean to Paul Sapwell from Hampshire Cultural Trust a couple of weeks ago because I asked him whether it was Pompey or Saints and for political reasons, he felt that he had to abstain from that.Paul Griffiths: Testing his interest. I'd have gone Pompey at the time because that's where we live. Well, did live. Paul Marden: Oh, there you go. There you go. So you've moved over from Portsmouth. You're now in the UAE. Tell listeners, what is that one? Home comfort that after three months away from Blighty, you're missing? Is it proper English marmalade? Paul Griffiths: Do you know what? I've been able to get hold of most things, but I've not been able to get. I know people who cook properly, so I should be able to do this myself, but I haven't. Cauliflower cheese, one thing I'm missing from home, that doesn't sell it anywhere in a sort of pre pack or frozen form. I can even get hold of Yorkshire puddings in Spinny's supermarket, but I can't get hold of cauliflower cheese. Paul Marden: Can you get cauliflowers? Paul Griffiths: Can get cauliflowers. I'm sure I can make cheese sauce if I knew what it was doing. But you normally. I'm so used to normally buying a pack of cheese, cauliflower cheese to have in my Sunday roast. Paul Marden: Okay. So if I ever get to come out, I need to bring out a plastic wrapped, properly sealed so that it doesn't leak on the plane. Cauliflower cheese? Paul Griffiths: Yes, please. Yeah, absolutely. Paul Marden: So your last episode was actually. Or your last full episode was back in season one, episode 22. So five years ago and the world has changed a lot in five years, but most recently it's changed a lot for you, hasn't it? So why don't you tell listeners a little bit about what's happened to you since you were with us in season one? Paul Griffiths: Wow. Yeah, well, season one seems an age away, doesn't it, now with all the wonderful guests youu've had since on Skip the Queue, it's been a different program completely. But, yeah, no, well, back then I was at Painshill, were coming out of a pandemic and I remember, you know, Kelly and I were chatting over all the different avenues that everyone had gone and what we've done at Painshill and that continued brilliantly. And however, my life has taken a change in. In sense of where I am, but I'm still doing the same sort of work, so. Which is, you know, when our industry, and it's such a fabulous industry, it's great to stay in it. Paul Griffiths: So I am now over in the United Army Emirates in the Emirate of Ras Alhaima, which is the third biggest of the seven emirates that make up the UAE, behind Abu Dhabi and, of course, Dubai. So I was approached, God, nearly always, this time last year, about a call over here. Yes. My recruitment company got in touch and went through, you know, had a good look at the job description and thought, well, actually, we'll throw my hat into the ring. And applied, went for a series of online interviews with the recruitment company, then an online interview with the people over here at various departments within the Al Kassimme Foundation and the Department of Museums and Antiquities. Paul Griffiths: So, yeah, looking at this brand new job, which I'm now lucky enough to be in, I then was flown out in August for a round of interviews, met all the team. You know, one of those things that you later discover, the whole real four days was one big interview, although there was. There was a central one. But of course, everyone you were meeting along the way was being asked to feedback, And I love chatting to people and enjoying people's company. So actually went for dinners and lunches and all sorts, which was just a lovely four days and almost felt like a free hit in many ways, Paul. Well, this is going to be a brilliant experience. Paul Griffiths: If I don't get the job, I'm going to have a great four days in Rasta Taima, seeing it, meeting everyone, enjoying the time here. And, you know, the more time I spent here, the more time with the team, the more time, you know, going and visiting sites. I just became more and more that this would be an amazing job. Obviously gave my absolute everything, did loads of research, gave everything in the interview. The interview took a rather unusual turn. After the sort of hour and a half of questions and my questions, I was asked to leave the room for a short period. Not unusual in that sense because I was, you know, I wasn't just going to leave and go because obviously I was in their hands for four days. Paul Griffiths: But the doctor, Natasha Ridge, the executive director of the foundation, came out the interview and said, “Right, that's all gone really well. We're really pleased. We're now off to the palace for you to meet His Highness Sheikh Saud, who is the ruler of Ras Al Khaimah and on the Supreme Council of the UAE.” So I was sort of, I went to one of the small meeting rooms you. Now I know that. Now I know where I was, where I went. But at that point I had no idea. One of the lovely. There's a very much a service thing here. Paul Griffiths: So, you know, we have in the Heritage Village as well later we have a wonderful member of our team, Geraldine, who does lots of cooking, prepares stuff and just had a wonderful fish taco lunch because we're four hours ahead of you, of course, here in Alaihi. So, yeah, so one of the guys came in with, gave me an English breakfast tea and sort of, you know, sat there reviewing what, thinking what on earth was I going to be asked by His Highness. And then was put into one of the drivers and we drove up through Rat Sahma City, through into the palace, up the long driveway and there I was sort of eventually, after about 20 minutes, presented with. Presented to Sheikh Sword who asked me, chatted, asked various questions. Paul Griffiths: I don't think there could be many interviews that you end up with His Highness in the second half of it. You know, it's sometimes a presentation. Yeah. So that was. I was there for about half an hour and that's your time over and off he goes. And off I went back to then go and have dinner with some of the team. So it was a very surreal afternoon. Paul Marden: Being interviewed by royalty. But when you're not expecting that as part of the interview process, that must be quite unnerving. Paul Griffiths: I had a heads up that at some point in my trip I might meet him, but there was no formal arrangements. I had me had to get in a diary. So it hadn't even crossed my mind that's what was about to happen. When I was asked to leave the meeting room, I just thought maybe they wanted to come back with more questions or, you know, say I hadn't gone well, whatever. But, yeah, no, that was the. I took that as a good sign. I thought, well, actually, if I'm being whisked up there, the interview must have gone relatively well because I'm sure they would present me to shake sword if it hadn't gone so well. Paul Marden: Yeah. You'd hope that he would be towards the end of the cycle of the interview round. Paul Griffiths: Yeah. Paul Marden: Not doing the early sifting of CVs. Paul Griffiths: No. He certainly had seen who I was because he asked me some questions about where I'd worked and. Okay, things like that. So he'd obviously seen a CV. He's a very. I mean, I've met him subsequently a few times. I've been fortunate to be a dinner hosted by him a couple of weeks ago. But he is a very, very intelligent man. Works really hard. I mean, work. He,

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter  or Bluesky for your chance to win the books that have been mentioned in this podcast.Competition ends on 13th March 2025. The winner will be contacted via Bluesky. Show references: Website: https://www.crowdconvert.co.uk/ Linkedin: https://www.linkedin.com/company/crowd-convert/Bluesky: https://bsky.app/profile/crowdconvert.co.ukCrowd Convert has been created to provide attractions with the tools and expertise to create world class digital interactions that extend their incredibly moving physical experiences into the digital world. Very simply Crowd Convert is here to Rehmanise Commerce http://kellymolson.co.uk/Kelly Molson - The Lifestyle Agency AdvisorSupporting overwhelmed solo founders who crave long-term sustainable growth, through monthly advisory. Define your niche. Generate leads. Build your pipeline. Founding Rubber Cheese, a lifestyle web development agency in 2003, she grew the agency profitably for over 20 years transforming our success in 2019 by establishing it as the leading web design agency in the visitor attraction sector. She sold the business in 2024, and now support founders building specialist lifestyle agencies to find their own path – agency growth on their terms.• Gain clarity on direction, mission and positioning to win the right clients• Become confident in increasing prices and saying no to ‘stuff’ that sucks time and energy• Feel the excitement of building strategic partnerships that deliver your dream clientsBuild an agency on your terms, choosing profitability over pressure, putting life before work.  Transcription: Kelly Molson: Well, look who is back. They've let me loose with the microphone again. I might never leave. Paul Marden: Welcome to Skip the Queue, a podcast for people working in and working with visitor attractions. Kelly Molson: Can I just say that you pretty much called me a queen just before we began recording this, and I think I wear that crown appropriately today. Andy Povey: Podcast royalty. Kelly Molson: She is back where she belongs in her rightful place on her throne with her microphone. Wow. Thank you. You two have been cooking up something interesting, and I am back here to tease it out of you both today. But because I am in charge again, I get to do things my way, which means Icebreakers are back on the cards. Yay. Kelly Molson: I'm so happy to be back here doing this. Right? Paul Marden: I've never done one of these. This is so. In all of the time. I know. Andy Povey: So I've got something over you now, Paul. Kelly Molson: I can't believe this. Even when we did the sessions that were us two, the episodes that were us two. Paul Marden: You didn't ask me icebreakers. I am dodged that bullet for two and a half years. Kelly Molson:  That's outrageous. Okay, well, then we'll start with you. I would like to know who's your favourite podcast host? Why is it me? Paul Marden: Wow. Kelly Molson:  No. Genuine question. Genuine question. Okay, so, I mean, obviously it is me. We could put that aside. Paul Marden: Yeah, yeah. So put a pin in that one. Kelly Molson: Put a pin in that. So listen there, I have seen in the last. Well, since we started Skip the Queue back in 2019. Goodness, July 2019, there's been lots of different sector podcasts that have kind of popped up, and they are brilliant. And I'm all for more and more niche podcasts. They are the best kind of podcast. But I want to know, aside from Skip the Queue, what is your second favourite sector podcast? Paul Marden: Oh, oh. Attraction Pros is the one for me. I do like listening to the guys at AttractionPros. Kelly Molson: They are good. They were around before Skip the Queue. So they're like. For me, they're the ones that we are looking up to in terms of the podcast. Paul Marden: We were. Kelly Molson: Oh, oh, Podcast Beef. Josh is gonna hear this. He's not going to be happy. Andy, same question to you. What other podcasts you listen to sector wise? Andy Povey: So, I mean, that's a really difficult question because. Well, it's not. The answer's none. I don't listen to sector podcasts very much. I become a politics junkie, or I've been a politics junkie for years. Kelly Molson: Okay.Andy Povey: So my podcasts are just full of politics podcast, which in the past two weeks I've stopped listening to. I've turned off completely because the world of politics is just such a mess.Kelly Molson: It's a car crash.Andy Povey: Within two minutes of having been published. Kelly Molson: What would be normally your go to, like, the regular one that you would listen to? Andy Povey: Me being a reluctant remainer. It's all the stuff that hangs over from that. So there's. Oh, God, what now? Quiet riot. The two. Alistair Campbell and Rory Stewart. I can't remember what that one's called right now. Paul Marden: The rest is politics. Kelly Molson: Rest is politics. Yeah, cool. Paul Marden: What about the one with Ed Balls and George Osborne? Andy Povey: I tried it and haven't really got into it. Paul Marden: Yeah. So I'm the opposite way around. So that's the one I like. And I don't like Rest is politics. And I turned out that actually George Osborne is a human being and I quite like the guy. I'd go for a drink with him. Who knew? Kelly Molson: This is no news. Paul Marden: Yeah. Kelly Molson: I wonder if he'd like to go for a drink with you. Paul Marden: Probably no.Andy Povey: I'm sure he'll be delighted to hear that when he listens to this. Paul Marden: When these politicians, when they give up their day job and they return to normal life and then you hear them on programmes, they're actually quite relatable and you think, why could you not capture that relatability when you were actually doing the job? Andy Povey: Well, it's actually a key part of the job, isn't it? It's the only thing you need to be good at as a politician. Kelly Molson: You would think, “Oh, could I could make a good politician then?” I'm just generally nice to people. Andy Povey: Absolutely. What would be your policies, Kelly? What would you do? What would you bring in? Kelly Molson: Oh, new policies. Oh, well, that's a very good question. I have one about mobile phones and people walking and looking at them at the same time, which I would ban because I generally just want to kick people. Kelly Molson: You know when you, like on the tube and you've got to get somewhere and you've just got people walking up the stairs in front of you, like, whilst looking at their phone, like, I want to swipe their legs away. So something around that they would be useful. It would make me happy anyway. Andy Povey: Absolutely. Kelly Molson: Make some other people happy, too. Who knows? Good. Okay. Glad that went there. Second question. This is a good one. It's coming up to. Well, I mean, it's already started, isn't it? Conference season has kicked in well and truly. You're at NFAN. That's really the start of it. I am going to be at the Association for Cultural Enterprise Conference in March. So looking forward to seeing everybody. I'm going to be at the awards do as well. I've been judging the awards. Paul Marden: Have you really? Kelly Molson: Yes, there was a lot in my category, I'm not going to lie. That took a lot longer than I was expecting it, but it was really fun. And the short list of finalists is out now if you haven't seen it. And it's an amazing list. So yeah, I'm really looking forward to seeing who the winners are. But I would like to know what is the worst food you've ever been served at a conference? Because let's face it, can be a bit dodge, can't it? Andy Povey: So this sticks in my mind. It was an awful experience. We were at Port Sunlight up in. Actually not that far from Liverpool where the ACE conference is going to be in March. And it was pretty close, pretty soon after lockdown and it was almost like the caterers just looked in the freezer to see what they've got left over and no other conference had been there and then just put it all out at the same time. And it was all beige and it was just such mixture. Kelly Molson: Hang on a minute, hang on a minute. Let's not dis beige food because I'm not gonna let. I am a bit of a fan of beige food. So if you. If there was a conference that basically the lunch was made up of like kids party food, that would be the best conference I'd ever been to. Like sausage rames. Andy Povey: As long as you can have half a grapefruit covered in tin foil with cocktail sticks with cheese and pineapple stuff in it. Kelly Molson: No pineapple, I'm allergic, that would kill me. Paul Marden: But cheese tinned pineapple, it's got to be. Kelly Molson: Oh, tin pineapple is actually okay. Weirdly, that wouldn't kill me. So yeah, I would be down. I know, it's weird, I know. It's just fresh pineapple. Who knew?Kelly Molson: So little classed. Paul Marden:  Still loves the sausage roll and a scotch egg. Andy Povey: That's fine. Sausage rolls and scotch eggs, absolutely no problem. It's when you mix them with onion barges and samosas and Chinese spring rolls and. Paul Marden: Sounds like every Boxing Day lunch I've ever been to. Kelly Molson: I'm not going to lie, it actually sounds like my dream conference. Paul, over to you. Paul Marden: Conferences that serve you food that you cannot eat with one hand. Andy Povey: Yes. Paul Marden: Yeah. So pasta with a sloppy sauce. Why would you do that to me? I mean, I am not the best eater. I need a bib at most times, but if I'm out in public, I don't want garlic bread, I don't want saucy food. I want stuff

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter  or Bluesky for your chance to win the books that have been mentioned in this podcast.Competition ends on 5th March 2025. The winner will be contacted via Bluesky. Show references: https://www.birminghammuseums.org.uk/https://www.linkedin.com/in/zakmensah/Zak Mensah is the co-CEO of Birmingham Museums Trust. He is passionate about helping their service make an impact by focusing on the needs of over 1 million visitors. He is encouraging the organization to adopt a "digital by default" approach. Zak's mission is to ensure that their people, skills, and services remain adaptable to the rapidly changing landscape of the cultural sector. He is exploring new ways of doing things, including innovative business models, partnerships, and arts-related KPIs, while sharing as much as possible publicly.With a background in staff development and digital, Zak has been involved with the web since the late 90s and has seen its influence grow in all aspects of life. Prior to joining the arts sector in 2013, he helped small businesses, charities, Jisc, universities, and the Heritage Lottery Fund "do" digital well.Zak also runs his own consultancy to promote positive change and keep his skills sharp. His goal is to make a ruckus. https://www.vam.ac.uk/https://www.linkedin.com/in/amyakino-wittering/Amy Akino-Wittering is Head of Operations and Commercial at Young V&A, which opened July 2023 and recently won Art Fund Museum of the Year and Kids in Museums, Family Friendly Museum of the Year awardsResponsible for the general management of Young V&A she directly manages the visitor experience and teams, catering contract, volunteering and back of house operations, collaborating closely with central V&A colleagues to deliver operations and income for Young V&A. Previously Amy worked at V&A South Kensington as Senior Visitor Experience Manager-Sales and was on the opening project team leading on visitor experience and retail at Pitzhanger Manor & Gallery.She started her career at Imperial War Museums working across sites from assistant to management roles in Retail and Admissions and systems management.  https://www.hampshireculture.org.uk/​​https://www.linkedin.com/in/paul-sapwell-b3b2a281/Paul Sapwell has been Chief Executive at independent arts and culture charity Hampshire Cultural Trust since 2018, having joined the trust in 2016 as Chief Operating Officer following an early career primarily in hospitality and leisure. Paul is a passionate believer in the transformative power that cultural experiences can have on the wellbeing of individuals and communities, and a prominent advocate for the role of commercial growth, underpinned by a flexible, entrepreneurial team culture, in sustaining museum and arts organisations. Transcription: Paul Marden: The museums and culture sector are facing unprecedented headwinds. Static or reducing funding from local government, fewer grants from trusts and foundations, all while dealing with increased people costs. The continued headwinds from cost of living crisis. But this sector continues to deliver more with less and support the cultural life of our country. Paul Marden: Welcome to Skip the Queue. I'm your host, Paul Marden and in today's episode recorded the Science Museum at the Association of Cultural Enterprises View from the Top event. I'm joined by Amy Akino-Wittering, Head of Operations and Commercial at Young V&A. Zak Mensah, Co CEO of Birmingham Museums Trust, and Paul Sapwell, CEO of Hampshire Cultural Trust. Paul Marden: And we're going to talk about how the cultural sector can innovate in order to thrive. Anyone that's listened to the podcast before will know. And this is the nervous bit. Paul Marden: We always start with an icebreaker question which my lovely guests victims have not been prepared for. So, Zak, I'm afraid you go first, my friends. So if you were a cartoon character, which cartoon character would you be? Zak Mensah: That's easy. I think I would be the thing that gets chased by the. Is it the wild Cody who runs around all his home? But I'd be the. What's the little, the stupid Roadrunner. Yeah, so I would be Roadrunner because you constantly are literally running 100 miles an hour and then a giant piano lands on you at 4:00 on a Friday afternoon, but you respawn on the Monday and you start all over again. Pretty much feels like me. Paul Marden: I love that. I love that. Amy, you're next. Let's think of all of the inventions over the last hundred years that were offered. Flying cars, those sorts of things. What is the one thing were promised that you really miss and think we really need in our lives? Amy Akino-Wittering: I think a Time Turner, which is basically from Harry Potter. Basically you can just go and do things like six. They do six days all at once. Paul Marden: You can be Hermione if you've got a Time Turner. Amy Akino-Wittering: Yeah, great. Paul Marden: Excellent. I love that, Amy. Thank you. Paul. Paul Sapwell: You said these were going to be under no pressure. I wouldn't have liked. I wouldn't have liked either of those. Paul Marden: Oh, well, you're not going to like this one then. I'm sorry, mate, I'm, I, I live in Hampshire. Paul runs Hampshire Cultural Trust. Paul. Paul Sapwell:  Oh, even better. Paul Marden: Saints or Pompey? Paul Sapwell:  Oh, blimey. Okay, well that's, I'm an Arsenal fan. Paul Marden: So there we go. Paul Sapwell: I couldn't possibly answer Saints or Pompey? I mean, we border both. So I would just be in so much trouble if I pick one or the other. So I can. I've got to get out. Paul Marden: Are you dodging that one? Paul Sapwell: Yeah. I thought you might watch Arsenal regularly. Paul Marden: I thought you might. So we are going to start with a question from somebody from the audience, a young man named Gordon. Apparently he might be a millennial. And he says, After 15 years of turmoil, financial crash, austerity, Brexit, Covid, we face continuing cost of living issues, rising national insurance and a Trump presidency. Are we doomed in 2025? Or to put it slightly better, what are the biggest risks for your organisation and the wider sector, and what are you each doing to thrive in the year ahead? And I'm going to start with you, Paul. Paul Sapwell: That's an easy question, isn't it? Paul Marden: You can thank young Gordon. Paul Sapwell: Brilliant Gordon, Yeah. I mean, I think 2025 is going to be an incredibly tricky year, but to sort of look further than that. I'm certainly an optimist, but I think we're in a time of transition, particularly in terms of our sector, in the cultural sector, in terms of what's going to fund us and what's going to sustain us going forward. You know, I think the years of the level. I think a lot of the speakers have touched on it, but the years of the level of public sector funding is, whatever happens with this government and next is going to be going down and we just have to face that. I run an organisation which we started out in 2019. We're about 85% publicly funded. Now we're 34% publicly funded with the same turnover, I hasten to add. Paul Sapwell: And so we've made a good go of it, but I think the headwinds this year are really difficult. That said, I think that we have to be confident investing for the longer term and particularly, obviously, in this conference in areas of commercial growth. I think that, okay, the growth projections have been downgraded. I am confident that we will, as the decade continues, move into a period of growth. And we've got to be looking at the long term rather than the short term. The trick is, of course, not running out of money in the short term. And that's a really difficult place to be. Paul Marden: In the water, just here. Paul Sapwell: I don't have an easy answer to that, but I think fundamentally, you've got to give the customer what they want and the customer is still there. Paul Sapwell: And we have a fantastic product. But we've got to certainly pivot much further towards what customers want commercially, in my view, than putting as much emphasis as probably we did 10 years ago on trying to find more and more public funding, because I think that's going down. Paul Marden: Zak, have you got any thoughts on that? Zak Mensah: Yeah, I mean, in terms of money, just generally people want to back winners. So I think one of the difficult things that internally we can all say it's doom and gloom, because it does feel that doom and gloom. There are definitely days, weeks and months. I think it's right to say that it's doom and gloom. Like you can be optimist but still understand it's difficult time. And I think a lot of our, you know, a lot of our workforces certainly feel that, it can feel very difficult because every year they ask, will they have their job? Right. And that's a really fair question to ask. And we sometimes as leaders kind of say, “Oh, if we can get through the next two years, but two years for normal staff are sometimes a very long time to try and say, “You or may have not have a job to make life through.”Zak Mensah: So I think that's something I always think back in back of my mind. I think a lot of the difficulties, whichever flavour of government is about understanding how to be more savvy, about understanding the trends, about things that are fundable. Because there are lots of things that were funded 10, 20 years ago, that money has dried up. And so we've all got to think about, for example, a lot of people now looking at, well, being a speaker this afternoo

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter  or Bluesky for your chance to win the books that have been mentioned in this podcast.Competition ends on 19th February 2025. The winner will be contacted via Bluesky. Show references: https://www.yorkmaze.com/Tom Pearcy, Chairman of NFAN and Controller of Fun at York MazeTom is the "controller of fun" at York Maze, the UK's most popular corn based attraction. Tom diversified from farming in 2001 with a small corn maze, and the business has quite literally grown year on year. York maze now has over 20 corn themed rides, shows and attractions. Tom was recently appointed chairman of the national farm attractions network, the representative body for the UK's farm attraction sector.   https://www.escapadegroup.com/https://www.linkedin.com/in/helen-bull-5907968/Helen Bull - Chief Executive Officer - The Escapade Group Ltd https://www.tulleysfarm.com/https://www.linkedin.com/in/stuartbeare/Stuart Beare, CEO, Tulley’s Entertainment GroupStuart has developed Tulleys Farm into one of the UK's best known seasonal attraction venues and operators. The Tulleys Farm Partnership includes retail, catering and venue hire.The Tulleys Productions arm has been developed from the operational and marketing experience in the UK Halloween, Haunted and Scare attractions sector, it comprises of three key companies. Stuart's company Screams Attractions Ltd focuses on overall event concepts, operational systems, mentoring, business planning and scare attraction design. Scream Park entertainments Ltd supports and advises on scare actor recruitment, training and management. FunFear Ltd design and install scare attraction technical solutions, from lighting, power, attraction safety through to sound.Stuart has spoken widely at conferences and seminars in the US, Canada and the UK on Agritainment, Agri-Tourism and seasonal attractions, especially focused on the UK Scare attractions industry and the Tulleys Farm Halloween Shocktober Fest event. https://www.innovativeleisure.co.uk/https://www.linkedin.com/in/phil-pickersgill-5a988010/Phil Pickersgill, MD, Innovative LeisurePhil has over 35 years’ experience in the leisure and attractions industry and has plenty left to contribute!With a background in engineering coupled with his in depth knowledge of the industry, he founded Innovative Leisure with a vision to introduce new, adventure related products, from around the world to the UK and European markets.Phil plays an active role in a number of the trade associations that steer the leisure industry for example: as a Chair of Trade Members (from Jan 2023) and part of the BALPPA Management Committee (British Association of Leisure Parks, Piers and Attractions) for over 14 years (and a past member of the NFAN Management Committee (National Farm Attractions Network).Through these groups, and his extensive industry network, he is usually very close to the latest developments, issues and trends in the market. https://www.roarr.co.uk/https://www.linkedin.com/in/charles-adam-goymour-5248832a/Adam Goymour, MD, Roarr! is one of our previous guests on the podcast.Check out his previous episode back in 2020 with Kelly Molson.https://skipthequeue.fm/episodes/adam-goymour Adam proudly involved in my family owner/operator portfolio of businesses. Which owns and operates1. The leading day visitor attraction in Norfolk (ROARR!) West of Norwich, where it also hosts (PrimEvil) - Norfolks largest scare experience event. (UK’s Best Scream Park 🏆🥇 2024 and Visit Englands Bronze 🥉 Best Large Visitor Attraction Winner 2024)2. A property and land owner business (Goymour Properties Limited) in Norfolk and Suffolk3. A family-friendly countryside camping, glamping and caravan park in Banham, Norfolk (Applewood Countryside Park) Visit East of Englands Best Camping, Glamping & Holiday Park 2024 🥇🏆)4. A wedding venue (Applewood Hall), in Banham, Norfolk5. A well renowned estate agents based in Bury St.Edmunds, Suffolk (Goymour Homes)Goymour Properties is the parent company which was Est.1929 and is based in Banham, Norfolk,Aged 36, I hold a huge drive, aspiration and desire as the 4th generation of the Goymour Family business. To further innovate, enhance and grow the businesses.  https://www.navigate.agency/https://www.linkedin.com/in/olly-reed/Olly Reed, Marketing Director, NavigateOlly loves to talk about himself in the third person (see). Over the last fifteen years, he has built vast experience in tourism and conservation brands from startups, in-house teams, and now, Navigate. Olly is the driving force behind Navigate's growth and supports Navigate's clients in developing their digital presence and solidifying commercial evolution while expanding Navigate's impact in the industry. Transcription: Paul Marden: Who doesn't love a trip to see the lambs in spring at their local farm attraction? Well, it turns out lots of people do. Farm attractions are an important part of the visitor economy. On average, 25 million people visit a farm attraction each year. And These attractions contribute 300 million pounds annually to the rural economy. Today I'm at the National Farm Attraction Network conference in Blackpool. It's a packed agenda and amazing exhibitors, so join me for some lively chat as we find out more about this vibrant sector. Welcome to Skip the Queue, the podcast for people working in and working with visitor attractions. I'm your host, Paul Marden, and I'm joined today by guests from across the farm attraction sector. First up is Tom Percy. Tom Pearcy: Yes, I'm Tom Percy. I'm the Controller of Fun at York Maze, and I'm also the chairman, co chairman of nafam, which is the National Farm Attractions Network. Paul Marden: Tom, we always ask our guests an icebreaker question. So very topical. We're in Blackpool. I'd love to say it is sunny Blackpool. It's also perishingly cold Blackpool. So it was. It was brisk on my walk into the venue this morning. But if you were to have the opportunity to sleep anywhere under the stars on a beach, where in the world would you go? Tom Pearcy: I've had a good look around Blackpool. I think probably Scarborough. Blackpool is Lancashire. We're gonna get back home into Yorkshire. So the beach in Scarborough after a big night on the bingo. Paul Marden: I'm such a Southerner. All of these places, they're just up north to me. Is there a big east west divide here? Tom Pearcy: There is a huge Yorkshire Lancashire thing. A lot of banter. All my friends, with Farm Attractions in Lancashire, we have a lot of exchange of banter. Paul Marden: Unless you're talking to a Southerner and then you all pile in on us. Tom Pearcy: Yes, absolutely. Paul Marden: Tom, tell listeners a little bit about NFAN and the farm attractions sector more broadly. Tom Pearcy: Okay, yeah. So NFAN stands for National Farm Attractions Network. It is essentially a networking group, trade group, kind of representative body for farmers that have diversified into leisure. I guess one term is quite a broad church. We've got members here with sort of typical. I say typical farm park. Lots of animals, kind of petting stuff. A lot of them have indoor play. That's kind of your classic farm park. And then we've got people like me that I'm a maze operator, so I don't have any animals. You get people that do both. We've got people here with flower patches, sunflower fields, pumpkin fields. I've also got a big Halloween attraction, scare attraction. So we've got kind of a mixture of everything. So. Paul Marden: But all of it centred around that kind of diversifying the farm's income by bringing in leisure in some sort of. Tom Pearcy: Absolutely. I think, I mean interestingly now there are quite a few members that have never seen a farm in their life. But I guess the attraction, you know, some people have bought a farm park or you know, added to their collection of enterprises. So we do have people that are not farmers. But there is always going to be a link with farming somewhere in that DNA. Paul Marden: For many attractions, cost of living crisis really bit in last year it was a real challenging year. It impacted visitor numbers, it impacted revenues. Were farm attractions able to kind of buck the trend? Tom Pearcy: Yeah, I think so. I mean farmers by their very nature are resilient anywhere. We're used to all sorts of challenges. When you're farming your life is dominated by the patterns of the weather and harvest yields grow and down the work and you know, tourism. Everyone's diversified to try and de risk their farm but moved into something that's pretty much as volatile. Certainly farm attractions, the weather affects them greatly. But yeah, with the cost of living and everything else I would say that we're relatively good value for money. I think the farm attraction sector. So although you know, some bigger ticket places may feel the pinch a bit, I think we represent great value for money. The ticket prices are generally sub or around £20 and that could be a full day's entertainment. Tom Pearcy: So compared to a full on theme park or something, you know, it's probably more affordable. And it's that younger age group where we find, you know, demographics is kids from 4 up to about 10 or 12 in that region is where most people are aiming demographically and they're the people that need to get out. The kids are pain in the ass at home. Teenagers, take it or leave it. And now with all the social media stuff and games at home, it's a different market. But those kids of that age are a pain in the a

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter  or Bluesky for your chance to win the books that have been mentioned in this podcast.Competition ends on 5th February 2025. The winner will be contacted via Bluesky.  Show references: Website: https://www.agility-marketing.co.uk/https://www.agility-marketing.co.uk/service/digital-advertising-survey/LinkedIn: https://www.linkedin.com/in/liz-dimes-agility/LinkedIn: https://www.linkedin.com/in/anitaagility/ Liz Dimes is a Digital Marketing Director for visitor attraction specialist, Agility Marketing and the lead behind their digital advertising and conversion optimisation strategies. She boasts over a decade of experience in delivering tangible results. With a relentless drive for results she has steered impressive returns for clients across the attraction industry. Anita Waddell is MD and founder of Agility Marketing, visitor attraction marketing specialists.  Anita has been a Visit England judge, currently sits on the BALPPA Management  Committee and looked after the National Farm Attraction Network during Covid.Anita fell in love with the sector during her first ever marketing role at London Zoo.   Having always worked in the attraction sector, she founded Agility at the start of the millennium.  In total, across her career she has worked with over 70 attractions.With a passion for digital and data driven marketing, she adores seeing clients get results and enjoys mentoring her team to deliver winning campaigns. Transcription:  Paul Marden: Welcome to Skip the Queue, a podcast for people working in and working with visitor attractions. I'm your host, Paul Marden. For many regional attractions, the Head of Marketing is a one person marketing machine expected to be all over digital, email, social and out of home advertising. In today's episode we're joined by Anita Waddell and Liz Dimes from Agility Marketing who'll be sharing insights from their attraction marketing academy to help power up your marketing in 2025. After starting her career in attractions marketing at London Zoo, Anita has run Agility Marketing for over years, working with clients like Camel Creek and Blackgang Chine. Liz is the expert behind Agility Marketing's digital advertising and conversion optimization strategies, having found her love for visitor attractions when joining Agility in 2017. Paul Marden: Liz, Anita, welcome. Skip the Queue. Anita Waddell: Thank you. Liz Dimes: Great to be here. Paul Marden: So this is not our first episode of the new year, but it's the first episode we're recording in the new year. And as I was saying before we started, my rule is that I can still say Happy New Year up until the end of January as long as it's the first time I've said Happy New Year to somebody. So Happy New Year to both of you. Liz Dimes: Happy New Year to you. Anita Waddell: Happy New Year. Paul Marden: As you know, we always get started with an icebreaker question. So I've got a couple of little icebreakers for you and they are topical, relevant to where we are right now. So I'm going to go with Liz. Which is better, Christmas Day or New Year's Day? Liz Dimes: Christmas Day. Although I must admit I prefer the run up to Christmas than the actual day. Paul Marden: Oh, okay. So it's the excitement of going out and doing all the prep and the present wrapping and yeah.Liz Dimes: Christmas trees, pretty lights, shiny things. Excitement. But yes, I think I'd definitely choose Christmas Day over New Year's Day. Paul Marden: It's funny, isn't it? Because we'll split. I'm definitely Christmas. Much more Christmas than New Year's. I'm quite happy on New Year's to be sat watching hootenanny on telly while I'm going out and doing a big go out and party with lots of people. Liz Dimes: But absolutely, I agree.Paul Marden: my age, but there we go. Anita, do you chuckle the Christmas decorations and the lights into a box and throw it into the loft or are you Ms. Neat and everything is neatly folded and packaged away ready for future Anita to thank you and be able to do everything easily next week? Anita Waddell: I would love to say I was the latter, but having done that on Sunday, I think it's more about getting them away in a box and deal with the problem next year. So, yes, so, yeah, I aspire to be the neat queen, but unfortunately it is just, yeah, time takes its toll and it's a matter of getting the job done. Paul Marden: There's a real spread in our house. Mrs. Marden is tidy it away as fast as you can. I will sit there literally for hours straightening all of the out and making sure that it's right. And then next year you can figure out who was responsible for the packing away because you could just see it straight in front of you. Liz Dimes: I saw a recommendation the other day, actually, that you should put sort of £20 or something in with your Christmas decorations so when you get them out next year, you can buy yourself a takeaway while you're sorting them out from last year's. You. I didn't do it, but I thought that was a brilliant idea. Paul Marden: So I came back to work on Monday and I went. All the stuff from the office was all packed away and I went to put it in the storage locker and we share our storage with the building owners and I just found the Christmas tree stuck in the cupboard fully decorated and I think, is that really putting the decorations? Is that really taking it down? Have you broken the rules or is ihat really a cunning plan?Anita Waddell: That's one way of doing with it, isn't it? Definitely. Paul Marden: Exactly. Look, we have got lots to talk about, but first tell me about yourselves and tell me about your background. Anita, tell me a little bit about you. Anita Waddell: I suppose visitor attractions has always been my thing, ever since my first marketing job, which was at London Zoo many years ago, I caught the bug really. But I suppose I was at London Zoo. I was very. They weren't in the strong financial situation, so there was actually a recruitment ban. So I was a young aspiring marketeer who joined the company. And as everybody who was experienced and worried about their own career path left, I just absorbed their role. So over the spate of three years I had a huge amount of experience and from there then left to become a marketing manager of a much smaller attraction. Anita Waddell: And having doubled their numbers from, you know, up to over 200, 000 over a year, I suddenly thought, hold on a minute, I actually, this is really fun industry and something that's actually, I can do okay. So from there I went on and ended up working for an agency myself who were specialists in visitor attractions. And then 20 years ago I thought, “Well, hold on a minute, maybe I should try this for myself. Maybe I can have my own agency.” I thought, “What's the worst that can happen?” I just have to go back and do the day job again. So over those years more people have joined me. I've got three cracking directors, really good senior leadership team and Agility now is a visitor attraction marketing agency. Paul Marden: Amazing. How about you, Liz, how did you get into this industry? Liz Dimes: Well, I started in a very different interest. I did an automotive and I started doing more PR than marketing definitely, but it just wasn't. I enjoyed it a lot and I learned a lot about cars but it wasn't really my passion so I sort of left and thought I'm going to try something else. I was more interested in learning about the digital marketing as that was really starting to kick off in the world at that point. So I got a digital marketing role at a business school which was near to where I live, which is very different. And I really started to get the bug for the digital marketing aspect and just in general enjoyed learning more and more and more about that. Liz Dimes: But the whole sort of B2B business school side, little bit dull for me if I'm totally honest. So. And actually that business all got sold to another one so I was made redundant at that point. So it gave me a little bit of a chance to sort of sit back and go, right, what do I actually want to do? And digital marketing was definitely the thing, particularly sort of paid advertising for me. And that's when I found Anita and Agility Marketing and they happened to have the perfect role for me and that was in 2017 and then just loved the industry very quickly from joining and sort of have no intention of ever leaving it, to be honest. Paul Marden: It's super fun, isn't it? It's fun doing the marketing thing that we do in this particular space because it's all about helping people to enjoy themselves. Liz Dimes: So what could be more fun and families and I have a, I've got a five year old so I really in that moment at the moment, I'm my own target audience at the moment, which is always nice. Paul Marden: Yeah, absolutely. So one of the things that Agility has recently done is set up the Attraction Marketing academy and I think today we're going to talk, not talk about that, but we're going to talk about some of the stuff that you cover in that academy. So why don't we just start by telling listeners a little bit potted understanding of what the Academy actually is so. Anita Waddell: I mean the Academy is what it says on the ting. It's a marketing academy for visitor attractions and it actually, the re. Where it came from was out of COVID Some obviously don't want to go back to Covid ever again. But during that time everyone was in survival mode and they really shared, they collaborated, they did e

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter  or Bluesky for your chance to win the books that have been mentioned in this podcast.Competition ends on 22nd January 2025. The winner will be contacted via Twitter or Bluesky.  Show references:https://litlablondon.wixsite.com/lit-laboratoryhttps://www.instagram.com/litlablondon/https://www.threads.net/@litlablondonhttps://www.linkedin.com/company/litlablondon/https://www.facebook.com/people/The-Lit-Lab/100090991921959/ Abi Fafolu has a Master’s degree in Bioengineering from Imperial College, and over 7 years’ experience in public engagement with science. She spent her early career in science engagement, including on the Science Desk of The Guardian Observer and promoting open-access publishing at the European Medical Journal and Springer Nature.Since joining the UK government in 2015, she’s worked in strategy, policy and programmes across four government departments including the Office of the Government’s Chief Scientific Advisor, Lord Patrick Valance, upholding the role of science and evidence in decision making, and promoting developments in science as a Press Officer to the UK Science Minister. Abi is currently a government policy and strategy maker, and runs the Lit Laboratory (Lab), a "Science and Sip” experience reconnecting underrepresented audiences aged 21 to 40 with science. Transcription:  Paul Marden:  Welcome to Skip the Queue. A podcast for people working in and working with visitor attractions. I'm your host, Paul Marden. Paul Marden:  In today’s episode I’m joined by Abi Fafolu, Founder of The Lit Lab. Abi has a Master’s degree in Bioengineering from Imperial College, and over 7 years’ experience in public engagement with science.Since joining the UK government in 2015, she’s worked in strategy, policy and programmes across four government departments. She currently a government policy and strategy maker, and runs the Lit Laboratory, a "Science and Sip” experience reconnecting underrepresented audiences aged 21 to 40 with science.Unfortunately the internet wasn’t kind to us when we recorded this conversation, and so the audio quality isn’t great, but the conversation definitely was.Paul Marden:Welcome, Abi. Welcome to Skip the Queue.Abi Fafolu: Thanks, Paul. Thanks for having me. Paul Marden: Lovely to have you. Today's a little bit weird because we're recording this just before Christmas, but it's not actually going to go out until the new year. So what I'm going to say is happy New Year to you. I hope you've had a lovely Christmas, but the reality is we haven't had it yet. So strange. Abi Fafolu: Thank you and likewise. Paul Marden:So we always start our interviews with some icebreaker questions which you're never prepared for. So here goes nothing. I've got a couple for you. I think they're quite nice ones actually. What's your go to coffee order when you go to a coffee shop of your choice? Abi Fafolu: Embarrassingly, I saw a skit about this recently where I thought that I had a unique choice, but clearly I've been very moth by the Internet. It is a skinny flat white and the skit that I saw actually was people ordering hot chocolate, which has gone extinct in coffee shops. I think there were a few people doing kind of hot chocolate watching. They were seeing where the people would order hot chocolates and have the binoculars out to watch those people as they made that rare order in the shop. But no, mine is very common. It's a skinny flat white. Paul Marden: Yeah. So mine is just a normal straight up flat white. No nonsense, no fuss, just give me coffee. I just want a nice coffee. My daughter, her order, she's only 11, but she's taken to iced hot chocolate. But what do you call it? Is it iced chocolate like an iced coffee or is it iced hot chocolate? I always stumble over the order and it's never up on the menu. So I always feel a bit awkward asking for whatever it is that she wants. Abi Fafolu: I like that. Paul Marden: Yeah. Okay, next one. What animal do you think best represents your personality? Abi Fafolu: Oh, gosh, I'm probably like a reliable owl or something like that. Yeah. Kind of cosy in my tree when I feel like it, being a bit nosy and flying out to have a look at what's going on. Paul Marden: And every now and again savage on little animals. Abi Fafolu: Oh. I mean, maybe a bit of that, probably. But yeah, I think something like that. Paul Marden: Okay. I think mine would have to be one of those, one of those dogs that is really annoying and full of energy because I'm just, I'm always at like full power. I'm one of two extremes. I'm going full at it. Yeah, I'm just zonked out, shattered at the end. Yeah. Abi Fafolu: Okay. Paul Marden: So I'd probably be like a springer spaniel where loads of walking is necessary to get rid of all the energy. Otherwise I'll be really annoyed.Abi Fafolu: Got you. A little dog who doesn't know that they're little and springs out into the world. Paul Marden:I'm sure there's something Freudian about that. I'm not sure. So we are talking a little bit about your project called the Lit Lab today which as listeners will know I always have a little chat with people before we do the interview and you know, I'm really interested in this concept, the tagline that you talked about which was the idea of getting adults to drink in a Science lab. We first met at the Association of Science and Discovery Centres and you know, we had a lovely conversation whilst were at the ASDC conference and I found out a little bit more about Lit Lab. But I think before we get to that point let's just talk a little bit about you and your background. So tell us about you. Tell us about your background and maybe a little bit about day job. Abi Fafolu: Yes, of course. So I am a Scientist by training. I have a Master's degree in Bioengineering from Imperial College and about 7 years experience in public engagement with Science. So that has looked like working on the Science desk of the observer newspaper, publishing medical research at Spring and Nature, working with the Chief Scientific Advisor and in government and with the Science Minister as well doing kind of comms and press releases. At the moment I work in strategies by working thinking about where my organisation wants to get to and how we do that. And for me I think it probably brings together a lot of the skills and interests I have. Abi Fafolu: It's really about kind of seeing that bigger picture and wondering how things come together and wondering what things will be different and kind of looking at the evidence and friends and things that are going on that help to paint a picture actually of kind of what the options are and gives you a sense of what's possible. So I think there's a thread really through my kind of career history which is a lot about being nosy and having that kind of owl sand view of the world. And yeah, I think my kind of interest and passion in and Science has also kind of given me a lot as well in the subject and things that have piqued my interest. Paul Marden: I think it's such an interesting opportunity for you to being in public policy and Science within government over the last few years. It's a really interesting perspective and it's the kind of career that no kid at school would ever dream is a career. Yeah. You know, kids at school can imagine being a chemist or a biologist, they can relate to that. But the idea that Science exists at the heart of government and influences everything the government does is not something that your average kid would think about doing. So how do you end up falling into a role like that? Abi Fafolu: Yeah, well, I mean, I suppose my reflection on what you've just said is sort of. So I think for me, you know, I'm currently the only person in my network who has a background in Science, so I didn't really have a clear picture of what it would look like to be a Lab Scientist. You know, you do those practicals at school, you meet teachers and, you know, lab assistants who are, you know, models of that for you. But I didn't know anyone that did that sort of work and I wasn't sure if I was good at it. I just knew that I enjoyed it. Abi Fafolu: And I think when I stumbled across the idea that actually there's a whole strand of Science that's about communicating with people, what's going on, about bridging that gap, really, between the doing and the using of Science, that, for me, opened up a whole new world. And a lot of the kind of journey I suppose I've been on in my career is thinking about how to really help people see the impact of the Science in their everyday life. So I think, you know, in publishing, you're at the forefront of all the developments, you see everything that's going on and it's really interesting. But the average person on the street, you know, has no idea how to apply bioengineering techniques that are, you know, novel and coming out of the lab for their everyday life. Abi Fafolu: But then when we have a situation like Covid, where we're starting to look for novel ways to make vaccines, you know, that's the sort of application, I suppose, of the work that people are doing and the interest that drives them. So for me, I think following that curiosity into this kind of world of Science engagement has been a bit of a journey. Paul Marden: So that leads nicely to the association of Science and Discovery Centres, how we met at their conference. There was a lot of talk at the conference, wasn't there, about public engagement? How do we enrich people's lives with Sci

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website rubbercheese.com/podcast.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter for your chance to win the books that have been mentioned in this podcast.Competition ends on 11th December 2024. The winner will be contacted via Twitter. Our guests:https://www.wethecurious.org/ Chris Dunford, Sustainability and Science Director at We The Curious As Sustainability and Science Director, Chris Dunford has been responsible for Sustainable Futures at We The Curious since 2011. During that time, he has introduced a sector-leading programme of environmental best practice, innovative technologies, and organisational change. In 2019, We The Curious became the first science centre in the world to declare a climate emergency and pledged to meet ambitious decarbonisation targets in this decade, implemented alongside climate change adaptation.Beyond We The Curious, Chris has held positions as Head of Environmental Sustainability at UKRI, Elected Director of the Bristol Green Capital Partnership, Mentor of Arizona State University’s ‘Sustainability in Science Museums’ Global Fellowship, and Chair of the ASDC Decarbonisation Group. Chris’ background is in science communication and stand-up comedy. https://w5online.co.uk/Victoria Denoon is the Head of Visitor Experience at W5 Science and Discovery Centre.Victoria joined W5 Science and Discovery Centre in March 2020 and has responsibility for all aspects of W5’s operations. She is also currently an ASDC Trustee. Prior to joining the team at W5, she worked in Higher Education in the United States for 15 years with a particular interest in advancing the careers of women in STEM fields. http://www.aberdeensciencecentre.org/Bryan Snelling is the CEO of Aberdeen Science Centre. He’s been in this position for five years having started in November 2019. Bryan has worked in the visitor attraction sector for 11 years having previously enjoyed 6 years as CEO at The Gordon Highlanders Museum in Aberdeen. Bryan has worked in many sectors during his career including education having worked across the UK in Portsmouth and London before moving to Aberdeen. Bryan is originally from South Wales and in his spare time he enjoys playing the guitar, playing cricket and reading. https://www.sciencecentres.org.uk/Shaaron Leverment is the Chief Executive at The Association for Science and Discovery Centres.Shaaron is the CEO of ASDC and has over 20 years' experience working in science engagement and education. She stands for the value of science centres and museums for social good, as community assets that are accessible and relevant for a more diverse public.Shaaron joined ASDC in 2016 as the Deputy CEO. She is also the co-founding director of 'Explorer Dome' that engages over 70,000 children and adults every year. She leads on a number of national and international programmes and collaborations that aim to improve the relevance and accessibility of STEM for a more diverse public. As a past president of the British Association of Planetaria, she is also currently the EDI co-chair of the International Planetarium Society. Shaaron is mum to two boys, and the owner of a large hairy Golden Retriever.She is part of varied networks, working with schools, universities, science centres, museums and volunteer groups, as well as nation-wide professional associations and Government agencies. She has created and directed national and international (EU) science engagement programmes, including leading the Horizon 2020 Hypatia programme in the UK to support greater gender inclusion in informal science education, and is the driving force behind Our Space Our Future, supporting participative practice in space science outreach.Through work with ASDC, Ecsite and other international partnerships, Shaaron is known for her work to support greater equity and inclusion within our STEM education and engagement organisations, with the ambition of embedding more equitable practice for transformative organisation-wide change. Transcription:  Paul Marden: Welcome to Skip the Queue. A podcast for people working in and working with visitor attractions. I'm your host, Paul Marden. Now, today's episode is a special one. A few days ago I was at the Association for Science and Discovery Centre's annual conference recording in front of a live studio audience. Joined by a panel of the great and good from the Science and Discovery Centre community, Victoria Denoon, Head of Visitor Experience at W5 Science and Discovery Centre. Bryan Snelling, the CEO of Aberdeen Science Centre. Chris Dunford at ASDC Sustainability Group Chair and Sustainability Director at We the Curious. And Shaaron Leverment, the CEO of ASDC. Now, I have to say, this was a bit of a proof of concept for us and we had a few technical gremlins, but whilst the sound quality isn't brilliant, the conversations absolutely were. Paul Marden: So without further ado, let's go over to that recording I took a couple of days ago. Why don't we start with our icebreaker questions? So this is a tradition for the podcast and nobody has been prepared for this. So, Victoria, you'll like this one. It's a really easy one. Bauble or custard cream? Victoria Denoon: You said it was going to be easy. Paul Marden: Oh, no, I could give you my answer straight away. It's a firmly held belief for me. Of course, it's the only answer to that question. Bryan, you have to live in a sitcom for the rest of your life. Which one? And why? Bryan Snelling: Oh God, can I have the ball? But do you know what? The only one that sprung to mind was Only Fools and Horses. I think, you know, a bit of dodgy dealing here and there. Can't go wrong with that, I think. Yeah, Wheeler dealing, you know what I mean? Paul Marden: One day Wanda's There'll be millionaires. Chris, play 10 instruments or speak 10 languages. Chris Dunford: Oh, horrible. I'm going to go for 10 instruments because I feel as if Google can do the rest. But 10 instruments? I can finally record my own albums. Paul Marden: And Shaaron, last but not least, control time like Hermione or Fly Like Harry. Shaaron Leverment: Oh, God, fly Like Harry, Paul Marden: Really? Shaaron Leverment: Yeah, yeah, 100%. Paul Marden: You don't need a time turner to be in every session. That wasn't the latest question at all. Okay, let's get cracking then with the main interview. Shaaron, first question is for you. This year and next sees the 25th anniversary of the millennium funded science centers which saw a huge amount of investments into science communic engagement across the country. What did that do to shape science in the last quarter of the century? And where do you think it will take us next. Shaaron Leverment: Great question. Paul Marden: Thank you. Shaaron Leverment: Like 25 years ago, as I mentioned in my talk, even no one really knew what science communication was. You know, now obviously there's masters in it, there's people who are doing PhDs in it and I think it's actually becoming a very important part of policy and recognised as strategically important in terms of the way in which nation engages with science. And I do believe that's because we have these amazing places across the U.K. now. Let's be honest, like a lot of them existed beforehand. There was at least 6, including Satrasphere, which is now Aberdeen Science Centre, which existed before the Millennium centers. And then suddenly all of these centers were. But now we've got 60, nearly 70 across the entire places. The Lost Shore is just open, which is all about surf and science. Shaaron Leverment: I think science, referring to one of our keynotes, is really becoming part of culture. And then we're no longer looking at sort of museums and centres as like cathedrals of science. We're looking at them as real kind of cultural and community assets. So that's where I think. I think that's where the trajectory is going for the next 25 years. I'll just wrap that into the end of that. Paul Marden: This is a follow up for that and really anyone can join in on this one. Thinking more about where we go in the next 25 years, let's talk about funding streams because we had a big lump of money back just before the millennium projects get them kicked off and we're unlikely to see that level of lottery funding again. So how can centres, after all, they are visitor attractions and charities in many cases. How do they diversify their income streams? Victoria Denoon: I think there's two things about that and one's really important from the ASDC perspective because there's what we can do individually, but there's also what we can do collectively as a network. So you know, we are looking at that particularly from the Millennium Science Centre perspective. Victoria Denoon: And obviously that's a bigger voice if we do that together. So that's really important to have those conversations. At W5 we do that by increasing what we do for corporate hire. We do a W5 late program, which is an 18 plus evenings for adults to come down. And because we're going to be 25 years old next year, there's that nostalgia that really helps sell that. So we're looking at key events to drive revenue across the year to really get more people in our door who wouldn't come to us otherwise. Bryan Snelling: Yeah, I think it's obviously very important to diversify our income. But what we're talking about here, in terms of the money we got in 2019, you're only really going to get that sort of money again from very large institutions or government. And I think whether you're trying to persuade an individual to come and visit your scienc

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your hosts are Oz Austwick and Sinead KimberleyIf you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website rubbercheese.com/podcast.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter for your chance to win the books that have been mentioned in this podcast.Competition ends on 28th November 2024. The winner will be contacted via Twitter. Show references: Download The 2024 Visitor Attraction Website Survey - https://rubbercheese.com/survey/https://www.linkedin.com/in/sineadwaldron/Sinead Kimberley is the Senior Client Success Manager of Rubber Cheese and has a background in digital marketing, engagement software and all things client satisfaction. She guides clients through the various stages of their project, ensuring they have the information they need when they need it, as well as being the link between our developers and clients. https://rubbercheese.com/https://www.linkedin.com/in/thatmarketingbloke/ Oz Austwick is the Head of Commercial at Rubber Cheese, he has a somewhat varied job history having worked as a Blacksmith, a Nurse, a Videographer, and Henry VIII’s personal man at arms. Outside of work he’s a YouTuber, a martial artist, and a musician, and is usually found wandering round a ruined castle with his kids. Transcription:  Oz Austwick: Welcome to Skip the Queue, a podcast for people working in or working with visitor attractions. I'm your host, Oz Ostwick. In this episode, Sinead and I are going to talk a lot about the third Annual Rubber Cheese website Visitor Attraction survey. So, firstly, I just want to say, hi, Sinead. Sinead Kimberley: Hello. Oz Austwick: Sinead's been struggling a bit with a cold and I dragged her onto the podcast anyway, so I should apologise to her, but she'll be great. Sinead Kimberley: She always is, always fun to join. Oz Austwick: I'm gonna start by asking you a couple of questions. We're not gonna do the icebreaker thing that we do with guests, but when Paul and I host an episode, we like to talk a little bit about where we've been, what attractions we've been to. So how about you? Where have you been recently? Sinead Kimberley: I've been to Stockholm, in Sweden, actually. That is not an attraction in itself, although it's beautiful there. But we did try to go to a few attractions, so we tried to go to the Paradox Illusion Museum. We very excitedly got to the front, asked for two tickets and they said they're completely fully booked for the entire day, and we couldn't get in, which was surprising. I kind of didn't really factor in that it would be a numbered visit thing. I thought, “just, it's open, come and have a wonder.” But I guess the structure of it is you have to have so many people in a room to be able to enjoy the paradox of it. So it made sense in the end. Oz Austwick: Yeah, I guess. It's interesting, isn't it, that wasn't clear? Sinead Kimberley: Our research was essentially looking. We knew we wanted to go there. Oz Austwick: Yeah. Sinead Kimberley: What's the address? And can Google get me there? That was my research. Oz Austwick: Okay, so really can't really blame them for that, then. Sinead Kimberley: No, we cannot blame them. But we had a similar thing as well where were also trying to go to an escape room because were there to visit friends. So we didn't want to go to all the museums we've kind of already seen, although they have some incredible ones there, the Vassa being one of them. Very similar, I think, to Mary Rose Trust. They've got a massive ship that sunk pretty soon after coming out of the bay and the King wasn't very happy about it, but we thought, we'll go and just try and escape room, just to kill a couple of hours. And I looked for every escape room I could find in Stockholm that we could physically get to. And then once you go into one of those sites, you then pick the Room, then the day, then the time. Sinead Kimberley: And you have to go room to room in each of these websites to see if they've got any availability on the day you want and time you want. And I really wished. And maybe this is a thing that exists that I just don't know about, but I wish there was one place I could go and just say, I want to go to an escape room in Stockholm on this day, roughly this time. What is available? Because I gave up after about half an hour of searching through every single one. Different rooms, different places, it was impossible. So we didn't go in the end. Oz Austwick: That's quite interesting because I suspect that trying to book for half an hour is probably quite a lot. I guess most people probably wouldn't last that long. But not being able to search for something by availability seems a bit odd that you have to say, I want this specific room. And then you have to go into it and say, “Oh no, that's not available.” And then you have to go and find another one and go into. Yeah, it would be really nice to be able to look at something like that and just say what's actually available. Sinead Kimberley: Yeah. And I feel like I'm not that big on the. I don't have that many brainwaves, so I imagine someone's already done this. If anyone knows and can point me to it.Oz Austwick: Certainly interesting. And maybe there's a lesson there for people who are listening that are working in attractions that can. If somebody wants to come, can they search by when it's available or do you have to pick a day and look to see if there are any times free? Maybe that's something we'll talk about because we're going to talk about our report and I think maybe that booking process is something that might crop up again. So did you actually make it anywhere at all or did you just give up and not visit anywhere? Sinead Kimberley: We went to a chess bar in the end, so they had a very swanky, very kind of trendy feeling Chess bar. And apparently some very famous chess player was going to go there and have a tournament against somebody from YouTube. I'm not in with all the YouTube stuff, so I don't know who it was, but my husband and friend played chess for about three hours and me and another friend drank wine instead of any visitor attraction. Oz Austwick: Sounds like a pretty ideal attraction to me. It's interesting, is it? Because there are definitely quite a lot of Scandinavian, maybe Swedish chess players. And where's Magnus Carlsen from? Is he Swedish? I know he's Scandinavian. But when he's. He's the best, he's the best player out there at the moment. But I know there are a number of quite famous YouTubers. Anna Kramlin is. Sinead Kimberley: Yes, that was the one. Oz Austwick: Was it? Okay. Oh, she's. She's brilliant. Sinead Kimberley: I think she was going to be there. Oz Austwick: She's got an amazing YouTube channel where she just travels around and plays people at chess. She goes to America and plays chess hustlers in the park and she's an international master, I think. But her parents are both grandmasters at chess and every now and again her mum just comes along and she's this lovely softly spoken lady who just sits down and utterly destroys people at chess. Brilliant watching. So, yeah, I very much doubt Anna Cramling is watching this or listening to this podcast, but if she is, good for you, Anna. Keep it up. Yeah. So where have I been? It's a bit of a cop out because this is something we do quite often, but we live a few minutes drive from Petworth, so we quite often go and park up and go for a walk around the park. Oz Austwick: And we say park, it's thousands and thousands of acres and it's absolutely lovely. It's a bit like stepping into Pride and Prejudice and going for a walk around and seeing the herds of deer just grazing in the landscape. And it's a Capability Brown thing. And you see the house on the hill overlooking, it's absolutely beautiful. We go there a lot. The kids love running around and my teenage daughter, it's a bit special to her because she's got a very serious boyfriend at the moment. They've been together for almost a year and that was where they went for their first date. They went for a walk around the grounds at Petworth and it was absolutely delightful. All very Jane Austen. Sinead Kimberley: That's a lovely first date. Oz Austwick: Well, this isn't it, you know, I mean, at that point I'm going, “Well, yeah, he's okay, he can stay, we like him”. And he came up and introduced himself and shook my hand and I'm just like, wow, okay. Is this what dating's like now? Because it's. I'm pretty sure it wasn't like that back in my day. But yeah, it's a lovely place. Can't recommend it enough. You need to either be a member of the National Trust or pay for your parking, but there's usually a coffee van in the car park so you can have a nice coffee and walk around a lovely estate. So it's pretty much perfect for me. We should probably talk about the elephant in the room, or rather the elephant that isn't in the room. And I'm sure I'll get in trouble for calling Paul an elephant. Oz Austwick: But he's not here today. He's off at the Historic Building Parks and Gardens event, which is an absolutely new one for me. I've not even heard of it before. So we hope you're having a lovely time, Paul, and thanks for letting us loose with the podcast. So what else is going on in the world of visitor attractions at the moment? Sinead Kimberley: ASDC, is it coming up? Oz Austwick: ASDC, yes, the Association of Science and Discovery Centres have their big annual event soon and there's something really special happening at it this year, which is we're going to record an episode of Skip the Queue live on stage. We're not going to broadcast it live because there's a distinct possibility we'll mess it up and we'll have t

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website rubbercheese.com/podcast.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter for your chance to win the books that have been mentioned in this podcast.Competition ends on 13th November 2024. The winner will be contacted via Twitter. Show references: https://www.cambridgesciencecentre.org/Facebook | Twitter | Instagram | YouTube| LinkedIn https://www.linkedin.com/in/rebecca-porter-8a0b85121/Becca is a seasoned development and business strategist with over five years in the leadership team at Cambridge Science Centre (CSC). She has played a pivotal role in driving CSC’s strategic growth, securing transformative results, including a 50% increase in income and establishing key partnerships that help sustain CSC’s mission.Her expertise in fundraising, stakeholder engagement, and business development has been integral to CSC’s evolution. Representing CSC at external events, Becca engages with stakeholders across academia, industry, and government, fostering impactful relationships that strengthen the organisation’s community presence and reach.Before joining CSC, Becca held the position of Licensing Manager at the RSPB, where she led efforts to negotiate intellectual property rights for product-based partnerships. Her strategies resulted in an increase in profit, underscoring her strong commercial acumen and collaborative approach.With a professional background enhanced by six years of international experience with Carnival Corporation in Miami, Florida, Becca brings a global perspective to her work. Her ability to connect and communicate across diverse sectors reflects her adaptability and understanding of complex business landscapes.Becca’s approach is marked by her commitment to expanding CSC’s impact and access to science engagement, helping inspire the next generation of learners. Her ongoing efforts to cultivate partnerships and innovate within her field underscore her dedication to making science accessible and engaging for all. https://www.linkedin.com/in/andrew-g-farrer-ph-d-25a18976/Andrew Farrer is the Head of Programmes and Delivery at Cambridge Science Centre. A biological anthropologist by background, he started at the Centre as a Science Communicator travelling around communities and schools on the Roadshow programme. In his current position, he makes sure the team has what they need to deliver the very best in science communication. His PhD used ancient DNA to understand how the human microbiota (the bacterial community living on and in the human body – and keeping us alive!) changed in Britain over the last 1,000 years. Alongside this, he used his passion for science and interest in theatre to develop a science communication programme to bring together the interdisciplinary academics at the Australian Centre for Ancient DNA – an effort that resulted in new international collaborations. He has just got back from a cycling tour in the country of Georgia, where he evaded angry guard dogs, navigated roads that were active building sites, and managed to avoid falling off until the last day! The trip was amazing though! https://www.linkedin.com/in/mandy-curtis-688a33111/Mandy Curtis is the Head of Exhibitions at Cambridge Science Centre. She has been with the Cambridge Science Centre since its opening in 2013, beginning as a Science Communicator, then progressing through the Education team and into Product Development. In her current role as Head of Exhibitions, Mandy oversees everything that is in and delivered at the Centre. She is also responsible for the Centre’s overall look, building maintenance, and alarm systems, as well as keeping the shop stocked with STEM-related items.Previously, Mandy worked in the pharmaceutical industry and as a school lab technician, where she also ran a STEM club. She was actively involved in Scouting in her village for over 15 years, remaining on the Executive Committee after her own children left and leading sessions for science-related badges, along with serving as the camp cook.Mandy enjoys walks along the beach in Norfolk with her very large dog, visiting as often as she can. She also loves having her children and their partners back home, especially since they return to their own homes afterward!  Transcription: Paul Marden: Welcome to Skip the Queue podcast for people working in and working with visitor attractions. I'm your host, Paul Marden. In July this year, Cambridge Science Centre opened its new building, returning to the real world after having been a science centre without a building for several years. In today's episode, I'm joined by some of their team. Andrew Farrer, Head of Programmes and Delivery, Rebecca Porter, Head of Development, and Mandy Curtis, the Head of Exhibitions. And we'll talk about the trials and tribulations of opening a new building from scratch and the benefits now the site has opened. Paul Marden: Hello, everyone. Welcome to Skip the Queue. Becca, Andrew, Mandy, lovely to see you. Really good to talk to you about the experience that you've had recently at Cambridge Science Centre, returning to the real world and having your own physical building for the Science Centre. Paul Marden: For listeners, I've had a little part to play because Rubber Cheese worked with CSC on the journey building websites. So I know a little bit about what's going on, but there's a whole load of stuff. I'm sure there's loads of anecdotes and stories that you're going to be able to tell us all about the trials and tribulations of building a brand new science centre from scratch. Before we get to that, it would be really nice if we did our icebreaker question. So I'm going to do one for each of you. Okay. So it doesn't matter which order I go in because you're not going to get any benefit from knowing what the question was. All right, so I'm going to start with you, Becca, because you’re first. First on my. On my list. Okay. Paul Marden: What one thing would you make a law that isn't one already? Rebecca Porter: Oh, that is very interesting. I'm not sure. the rest of those. Andrew Farrer: The rest of us are feeling a bit nervous at this stage. Yeah, Becca's law is Andrew is no longer allowed in any meeting. Rebecca Porter: Yeah, yeah, that's a good one. I'll go with that. Paul Marden: That's very specific. I think when I come to power, not if I come to power, I don't think I dive that spec. I might go more broad. It might be about abolishing foods that I cannot abide eating or something like that. Not particularly. Take one of my team out of a meeting. Seems a little bit wasteful. Andrew Farrer: You don't know what I'm like in meetings. Paul Marden: Andrew, what is the biggest mistake you've made in your life? Andrew Farrer: Working with Becca, obviously. No, no. I just digest. Biggest mistake I've made in my life. There's a lot of things in the moment are very stressful and you think, oh, my. What? Why am I here? Why did I do this? Why did I not think more or think less or whatever? But everything that was probably, this is a massive mistake in the moment just turned out to be a really good story in hindsight. Paul Marden: Yeah, absolutely. Andrew Farrer: No, I'm happy with all of them. Paul Marden: There's some things that you think, oh, gosh, I really wish I could have deleted that from my memory completely. I spent a year doing a PhD and then dropped out because I realised that I didn't like working in a box on my own. But I don't think I would actually go back and not spend that year doing what I was doing, because it took quite a lot to realise that I don't like sitting in a box on my own and I actually like having other people around me. Yeah. At the time, it didn't, sitting on the bench at Egham Station, deciding, what am I doing with my life? It didn't feel like that was such a great decision that I'd made. Andrew Farrer: No, but they're all part of the sort of fabric that makes up the next decision, aren't they? Paul Marden: So, yeah, the rich tapestry. Andrew Farrer: That's it. That's the rich tapestry of life. Paul Marden: And, Mandy, I'm going to go for one last one, actually. It's not too dissimilar to what were just talking about. What was your dream job when you were growing up? Mandy Curtis: Before I answer that, I just have to give you my answer to Becca's question, because it's something I discussed at a previous job. If I could make one law, it would be that there was only one type of black sock. Rebecca Porter: That's actually a brilliant answer. Paul Marden: Again, hyper specific. Mandy Curtis: No. Trying to pair up all those black socks and none of them are quite the same. That is so annoying. So, yeah, that would be my law. Paul Marden: I don't think I need. I think I could broaden it and just say, there is only one type of sock, because my daughter's sock drawer is not black. There's not a single black sock in there. Mandy Curtis: I couldn't do that to Andrew. Andrew Farrer: You leave my socks out of it. Mandy Curtis: My actual question, when I was small, I had, in my mind, I wanted to be a scientist. Throughout all the jobs I've ever had, that's pretty much what I've been. And the job I had before this, I worked as a school lab technician and my boss came to me one day and said, “I've just got an email from Cambridge Science Centre. Looking for science communicators. I think you'd be really good at it. Why don't you apply? And I did.” And that was when it was, yeah, this is what I should always have done. Paul Marden: So interesting, isn't it? That's not a natural leap, is it, from a lab technician in a school to be

Skip the Queue is brought to you by Rubber Cheese, a digital agency that builds remarkable systems and websites for attractions that helps them increase their visitor numbers. Your host is Paul Marden.If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website rubbercheese.com/podcast.If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on Twitter for your chance to win the books that have been mentioned in this podcast. Special Clips from our previous guests:Understanding Sustainability Reporting https://skipthequeue.fm/episodes/polly-bucklandPolly Buckland sat on the client side in a marketing manager role at BMW (UK) Ltd before co-founding The Typeface Group in 2010. She’s an ideas person, blending creativity and commercial awareness to get the best outcomes for our clients.The Typeface Group is a B Corp Communications Agency + Design Studio based in North Hampshire. Their mission is to counteract digital chatter by championing authentic and strategic communication. Team TFG work with brilliant minds in business to extract, optimise and amplify their expertise, cutting through content clutter and stimulating saleswhile reducing digital waste at all costs.  The Typeface Group have been B Corp certified since October 2021 and is currently going through recertification. Digital Sustainability and the Elephant in the Room https://skipthequeue.fm/episodes/james-hobbsJames Hobbs is a people-focused technologist with over 15 years experience working in a range of senior software engineering roles with a particular focus on digital sustainability.He is Head of Technology at creative technology studio, aer studios, leading the technology team delivering outstanding work for clients including Dogs Trust, BBC, Historic Royal Palaces, and many others. Prior to joining aer studios, James was Head of Engineering at digital agency Great State, where he led a multi-award-winning software engineering team working with clients including the Royal Navy, Ministry of Defence, Honda Europe, the Scouts, and others.He also has many years experience building and running high-traffic, global e-commerce systems while working at Dyson, where he headed up the global digital technical team. Making Holkham the UK's most pioneering and sustainable rural estatehttps://skipthequeue.fm/episodes/lucy-downing-and-sue-penlingtonLucy Downing - Head of Marketing and Sue Penlington - Sustainability Manager at Holkham Estates.  Transcription:  Paul Marden: Welcome to Skip the Queue, a podcast for people working in and working with visitor attractions. Paul Marden: When consumers are asked if they care about buying environmentally and ethically sustainable products, they overwhelmingly answer yes. A recent study by Nielsen IQ found that 78% of us consumers say that a sustainable lifestyle is important to them. And while attractions have been great at a wide range of initiatives to improve their sustainability, this year's Visitor Attraction Website Survey will show that as a sector, we're lagging behind on digital sustainability. Paul Marden: So in today's episode, I'm going to talk about the learning journey I've been on personally, along with my colleagues at Rubber Cheese, to understand digital sustainability and how to affect real change. Paul Marden: I'll talk about what I've learned from hosting this podcast and how we've started to make real changes to our processes and our client sites to make them more sustainable. Welcome to Skip the queue. I'm your host, Paul Marden. Paul Marden: Back in April, I spoke to Polly Buckland from The Typeface Group about the importance of sustainability reporting. Polly Buckland: There's buckets of research out there as to the relationship between consumer behaviour and sustainability. So McKinsey did a study. “60% of customers actively prioritise purchasing from sustainable businesses.” Capgemini, “77% of customers buy from and remain loyal to brands that show their social responsibility.” I could literally keep quoting stats as to why businesses should take their sustainability goals very seriously and the communication of their sustainability initiatives very seriously, because it's becoming clearer. There was another stat about primarily women making the decisions based on sustainability of a business, and Millennials and Gen Z being sort of high up the list of people that are taking sustainability creds into consideration when they're making a purchase. So, I mean, it's a barrel load of stats that suggest if you don't have your eye on sustainability reporting and communicating your sustainability goals, you perhaps should have. Paul Marden: Of course, many attractions have been blazing a trail on the subject of sustainability for years. Going back in the archives of Skip the Queue to 2021, Kelly spoke to Lucy Downing, the Head of Marketing, and Sue Penlington, the Sustainability Manager for the Holkham Estate. First, let's hear from Kelly and Lucy. Kelly Molson: Lucy, I wondered if you could just give us an overview of Holkham Estates for our listeners that might not be aware of you or visited there themselves. Lucy Downing: So if you sort of picture it, most of the time when you think about stately homes, you picture a stately home with a garden. At Holkham, we are very much a landscape with a stately home. So 25,000 acres. We have a national nature reserve. A beach, b eautiful beach. It's been in Shakespeare in love. If you know the final scenes of Gwyneth Paltrow walking across the sands, that's Holkham, a bsolutely stunning. We're a farm, but at the centre of that, we've also got our 18th century palladian style mansion and that's home to Lord Lady Leicester and their family. They live in the halls. It's a lived in family home. But then we also have all of our visitor facing businesses. Lucy Downing: So we've got the hall, our Holkham stories experience, which is an attraction museum telling us all history and the now and the future of Holkham. Lucy Downing: We've got a high ropes course, cycle hire, boat hire, normally a really buzzing events calendar. We have accommodations. We've got Victoria Inn, which is near the beach. We've also got Pine Woods, which is a holiday park with caravans and lodgers. We have our self catering lodges, which within the park. And then we've got farming, conservation, gamekeeping, land and properties. We've got nearly 300 properties on the estate that are tenanted. A lot of those people work for Holkham, or if not, they work in the local community. We've got forestry and then we've also officiated and it's won lovely awards for the best place to work in the UK. It's a stunning landscape that surrounds it and we've got. I don't know if you've heard of her, but Monica Binnedo, which is global jewellery brand, she's based at Longlands at the offices. Lucy Downing: She decided a few years back to base her whole business there. She got all of her shops around the world, but that's where her business is. And I think she's ahead of the times, ahead of this year. She sort of knew how wonderful it would be to be working, I suppose, and not in a city centre, so I hope that gives you a flavour. But, yeah, I think it's 25,000 acres of beauty, landscapes with a house in the middle and lots of wildlife. Kelly Molson: I mean, it really is one of the most beautiful places and that stretch of the world holds a really special place in our hearts. It's somewhere that we visit very frequently and it's stunningly beautiful. Paul Marden: Later in that episode, Sue shared her insights on their sustainability strategies. Sue Penlington: So we've got three main themes. One is pioneering environmental gain I, which is all about connecting ecosystems and biodiversity and habitats. One is champion low carbon living, which is all about carbon emissions, our impact on construction and housing, our leisure operations. That sort of thing, and farming. And then the last one is the one that we always talk about. Tread lightly, stamp out waste. So that's all about recycling, reducing single use plastics and that sort of thing. So those three themes are what we're running with for 2021. We've got three goals, which are quite ambitious as well. And for me, I just see 2021 as that year of change where we'll make an impact. So we've done quite a lot of talking, and rightly so, and we want to take our visitors on that journey and really start to chip away at those goals. Paul Marden:  Now, let's talk a little bit about the fears around talking about sustainability. I think one of the things that is getting in the way of an open discourse around digital sustainability is fear. We're afraid of being judged by our actions and our intentions. In a recent survey by Unilever of social media influencers, 38% were afraid to openly discuss sustainability for fear of being accused of greenwashing. Again, let's hear from Polly, which is. Polly Buckland: Why, again, that storytelling part of the impact reporting is really important for me, because I will say we are not perfect. These are the things that we know we need to work on, but these are the things we've done better. And that's what I really like. The BCorp BIA assessment and their framework is because it takes you across five categories of measurement, and no one's perfect in any of them, but what it does do is it provides a framework for you to better. Paul Marden: Yes, absolutely. Polly Buckland: And measure yourself against. Yeah, I think if. I think the messaging behind your sustainability is really important. If you're professing to be perfect and you're not, you will get stung, because I think people can see through that. But if you are showing that you're trying to better, I don't think many people could argue with that. Paul Marden: Now, let's rewind a little and talk about my interest in digital sustain