Founder of The Customer First Group, Former Head of E-Commerce at Ted Baker & Author of ‘The Power of Customer Experience’ & ‘100 Practical Ways to Improve Customer Experience’
Martin Newman’s Biography:
Martin Newman is a leading authority on customer centricity, widely recognised as the consumer champion and one of the retail industry’s foremost experts on customer experience. With more than 40 years of experience in customer-facing roles, Martin has helped transform the fortunes of major global brands including Burberry, Ted Baker and Intersport. His expertise lies in helping organisations place customers at the heart of their strategy, creating cultures that drive loyalty, growth and long-term success. As a speaker, Martin is renowned for delivering practical, actionable insights on customer experience, AI, business culture, strategy and how brands can turn customers into passionate advocates.
Martin’s career began in marketing, progressing through senior commercial and leadership positions across retail and e-commerce. He served as UK Marketing Manager for Intersport and later became Head of Marketing at Sports Connection. His expertise in digital transformation led to leadership roles, including Head of Home Shopping at Harrods and Head of E-commerce at Ted Baker. Alongside consultancy roles for businesses such as Department M and FXI, Martin built a reputation as a pioneer in customer-focused retail strategy. In 2009, he founded Practicology, a consultancy dedicated to helping organisations improve customer experience and commercial performance. He later expanded his influence through The Customer First Group, founded in 2019.
A respected author and industry commentator, Martin has written two bestselling books: ‘100 Practical Ways to Improve Customer Experience’ and ‘The Power of Customer Experience’. His contributions to retail and e-commerce have been widely recognised, including being named in Retail Week’s inaugural Top 50 Etail Power List for five consecutive years and earning a place in the British Vogue Online Fashion 100. He is also a sought-after awards judge, supporting initiatives such as the Great British Entrepreneur Awards, Drapers Digital Awards and the World Retail Awards.
Beyond consultancy and speaking, Martin serves on several advisory boards, including Neve Jewels Group, Tern Eco, Marketplacer and Clearpay, while also acting as Non-Executive Chairman of Scout Store. He is an Ambassador for the Retail Trust, runs a Mini MBA in Customer Centricity in partnership with Oxford Professional Education Group and shares his expertise as a visiting lecturer at Strathclyde University’s Business School. Through these roles, Martin continues to shape the future of customer experience and retail innovation.
Why Hire Martin Newman?
Martin delivers highly engaging keynote presentations that blend strategic thinking with practical implementation. Drawing on decades of board-level experience across retail, digital commerce and customer engagement, he provides audiences with proven frameworks that can be applied immediately. His presentations challenge conventional thinking, debunk common misconceptions and demonstrate how organisations can use innovation and emerging technologies to create lasting competitive advantage. Whether addressing senior leaders, customer experience teams or retail professionals, Martin inspires audiences to rethink their approach to customers and build businesses that thrive through loyalty, advocacy and trust.
Martin Newman‘s Career Highlights:
Here are some of the key milestones that define Martin Newman’s remarkable career:
- 2024 – Appointed Board Advisor at Neve Jewels Group, supporting strategic growth and customer-focused transformation.
- 2023 – Became Ambassador for Retail Trust, championing wellbeing and support across the retail industry.
- 2023 – Joined the Board as Advisor to Tern Eco, helping guide commercial and customer strategies.
- 2022 – Appointed Board Advisor at Marketplacer, contributing expertise in customer-centric digital commerce.
- 2021 – Published ‘The Power of Customer Experience’, further establishing his reputation as a thought leader.
- 2020 – Became Non-Executive Chairman of Scout Store, providing strategic oversight and leadership.
- 2019 – Founded The Customer First Group to help organisations develop customer-centric cultures and strategies.
- 2018 – Published ‘100 Practical Ways to Improve Customer Experience’ and joined Clearpay’s Advisory Board.
- 2007 – Appointed Head of E-commerce at Ted Baker, leading the brand’s online retail development.
- 2004 – Served as Head of Home Shopping at Harrods, driving innovation in multi-channel retail operations.
Videos
Martin Newman’s Official Keynote Speaking Videos & Showreel:
Testimonials
“The guest speaker was excellent! I feel the event was very motivational and engaging”
“The guest speaker was amazing and very interesting”
“Guest speaker really engaging and relevant.”
“Martin Newman was a great and interesting speaker”
“Enjoyed the guest speaker and felt he raised some good points, and he was thought-provoking”
“Talk by Martin Newman was interesting and thought-provoking.”
– Carnival UK
“Martin was the opening keynote speaker at Metapack’s annual Delivery Conference, TDC Global 2020. He delivered a great presentation on the roadmap to customer centricity, focussing the audience on a key theme for the day – the importance of putting consumers’ expectations and experience front and centre of their business’s strategy to drive customer engagement . His passion for the subject and energy on stage saw him rate as one of the top speakers of the day.” – Joanna, Event Director, Metapack
“Incredibly engaging (and humorous) keynote! Thank you for an outstanding presentation. You captivated the audience and provided a real practical step-by-step guide to putting the customer at the heart of a multichannel business. We’ve had great feedback – real great content – and appreciate you joining us. Cannot stress how worthwhile you were. 100% recommend booking.” – Retail Week
“Martin joined our management team last week for our annual two day strategy review. He is truly an expert on customer centricity in a multichannel environment. He stretched us and challenged us through engaging presentations as well as helped us articulate key strategies with a focus on digital and customer centricity.” – Xavier, CEO and Managing Director, Kathmandu
“Martin is the most dedicated customer focused professional I know. A man with a mission his energy is infectious. Martin is a consummate professional, motivational leader, market visionary and true customer champion. A veteran of the retail landscape, his passion to do right by the customer is inspirational and his thought leadership in this area will undoubtedly pave the way for companies and retailers to truly understand ‘how’ to be Customer First and sustain their long term business profitability.” – Nadine, eCommerce Director, Revolution Beauty
“Martin was booked to speak about how brands can better understand consumer behaviour at our national conference but the Coronavirus lockdown meant we pivoted to an online Virtual Summit instead. Whilst some people struggle to have an impact on screen, Martin’s keynote presentation was fun, engaging and incredibly thought-provoking. Our audience valued his real, practical advice backed by hot-off-the-press research and data. At a time when businesses need to truly wow their customers, I would recommend Martin to speak at any event – either live or online.” – Amalia, Managing Director, Family Business Place
Speaking Topics
Martin Newman‘s Official Keynote Topics:
- Busting The Myths: What Really Matters To Consumers
- MBA In A Day: Full Day Workshop On End-To-End Customer Centricity
- The 10 New ROIs: A New Commercial Framework To Guarantee Sustainable Commercial Success
- Culture Eats Strategy For Breakfast: Winning The Hearts And Minds Of Both Colleagues And Customers
- Leveraging Ai Across The Value Chain: How To Use Ai To Drive Growth, Cut Costs And Improve Efficiencies
- Turning Customers Into Fans: Achieve A Lasting Emotional Connection With Your Brand And Drive CLV
How Much Does Martin Newman Cost to Hire?
How Much Does it Cost to Hire Martin Newman?
Martin Newman’s speaking fees typically reflect his exceptional career and international demand. Engagements vary depending on location, format, and duration; keynote appearances, conferences, and international events may command higher fees due to travel and preparation requirements.