Meet the team

Robin Osterley

Chief Executive and ex-officio Board member

Robin joined us as Chief Executive in November 2015. After an early career in IT, he moved into the third sector and has more than 20 years experience of running membership organisations with a charitable purpose, including sports campaigning organisation Supporters’ Direct and the largest arts umbrella group in the country, Making Music. He has sat on numerous Government committees and forums, and does a great deal of local volunteering in his “spare” time.

Alex Angelakis

Member Services Manager

Alex holds a BA (Hons) Degree from the University of Winchester. He has previously worked in events management, overseeing the delivery of training courses across the United Kingdom for more than four years. Contact Alex for charity membership, member services and special interest group (including small retail chains and hospice meetings) queries.

Olaia Alamos Castresana

Head of Research

Olaia joined us in November 2015 to lead our research programme, which keeps members informed and helps them benchmark performance, whilst also supporting our public affairs and policy work. She has experience working with not-for-profit organisations and commercial retailers. She holds a BA(Hons) Business Administration from the University of the Basque Country and an MSc in International Fashion Marketing from Heriot-Watt University.

Julia Edwards

Head of Outreach

Julia joined us in May 2015 to lead on our training, conference and events programme and is also the strategic lead for volunteering. With more than 16 years in the third sector, she has previously organised residential events for children with diabetes, organised large professional conferences with thousands of delegates and volunteered with Girlguiding. She now sits on the PTA at her daughter’s school. Contact Julia for training, conference, volunteering and wellbeing queries.

Dorothy Ferguson

Finance Manager

Dorothy joined us in August 2016 to manage and report on the Association’s finances. She has an extensive background in finance and has previously held positions in management accounting, project finance, fixed asset accounting as well as treasury in various industries including the not-for-profit sector.

Jade Fitzgerald

Communications Officer (Maternity leave)

Jade joined us in August 2022 to lead our external communications work. She has a background in providing media liaison and communications support to various public sector organisations, most recently focusing on city centre regeneration and the changing landscape of the high street. Jade is looking forward to working with our members to promote the work being done by the charity retail sector and supporting them to share their stories.

Jonathan Mail

Head of Public Affairs

Jonathan joined us in August 2019 to lead our policy and public affairs work. He was previously the Chief Campaigns Officer at the Campaign for Real Ale where he worked on successful campaigns to reduce taxation on beer and pubs, improve planning protection for pubs and securing new legal rights for publicans. He also worked as a MP’s researcher in Parliament and studied British Politics and Legislative Studies at the University of Hull.

Kelly-Marie Marshall

Operations Administrator

Kelly joined us in March 2023 to support administration and event organisation. She joined us with over 18 years’ experience in the charity retail sector, where she held roles in shop management, purchasing and payments and e-commerce. Her expertise spans customer service, volunteering, finance, fundraising and event management.

Susan Meredith

Deputy Chief Executive

Susan joined us in 2005, specialising in membership operations such as CRM, member communications, website, and member services. She creates themes and assets for the CRA’s social media campaigns among other resources to help members shout about the amazing work that they do. Susan is also a charity shop volunteer.

Anna Pashley

Corporate Partnerships Manager

Anna joined us in January 2022 to lead on corporate partnerships. She was previously Head of Membership at NAVCA, the national membership body for local sector support and development organisations, where she led on developing corporate relationships. Passionate about collaboration, Anna looks forward to working with corporate partners and finding new opportunities to showcase the many values of working with the charity retail sector.

Hannah Weet

Communications Assistant

Hannah joined us in September 2024 as Communications Assistant, covering Jade’s maternity leave. She also manages social media for The Charity Shop Gift Card and has been promoting charity shops through her personal social media platforms for over a decade. Hannah began as a volunteer at 18, later moving into a paid role. Since then, she has worked with national and regional charities to champion second-hand shopping and is passionate about highlighting the impact of charity shops and increasing awareness of their value.

And now, our Board of Directors

Expertly guiding the work of the CRA

Our Board is representative of the different sizes of retail chain in CRA membership, and also co-opted members for specific vital charity retail areas such as EDI, sustainability and digital transformation.

CHAIR: Emma Peake - Category A Director

CEO, RSPCA Leicestershire, Peterborough and Rutland

Emma has over 30 years’ experience in charity retail, beginning as a shop manager and progressing to Deputy CEO of The Air Ambulance Service, where she was responsible for growing their retail network from scratch to 65+ stores, including one of the UK’s first superstores. She is now Chief Executive of RSPCA Woodside. Emma also serves as Chair of the Charity Retail Association and is a Non-Executive Director at Midlands Air Ambulance. Based in Leicestershire, she enjoys countryside walks with her very pampered rescue dog, Daisy.

DEPUTY CHAIR: David Longmore - Category D Director

Head of Commercial Businesses, Barnardo's

David joined Barnardo’s in 2016 and has held a number of key roles within the Retail and Trading Directorate. Before joining the charity retail sector he had an extensive background in Retail working with well known Retailers such as W.H.Smith, T.K.Maxx and Wyevale Garden Centres. David joined the CRA Board in 2017, taking up the role of Deputy Chair in 2022 and he also is a member of the Finance Committee.

Sarah Coles - Category A Director

Director Sustainable Trading, The Hospice of St Francis

Sarah's career is rooted in retail and began from an early age helping out in the family business. After university, a ten-year career in marketing (retail and design consultancy working in the cosmetics, shopping centre and supermarket sectors) was followed by five years in an interior design partnership. Her love of design has informed the mixed trading portfolio she has built up over the twenty years she has been at The Hospice of St Francis. In 2018 she joined the CRA Board. She is an active Board member and a passionate advocate for the charity retail sector and the role charity shops can play in their local communities.

Susan Cooper - Category A Director

Commerce Manager, Highland Hospice

Lauren Davies - Director for Youth Engagement

Rye Shop Manager, St Michael’s Hospice (Hastings and Rother)

Lauren began her career in charity retail when she was appointed Retail Manager of the St Michael's Hospice (Hastings & Rother) shop in Rye in 2021. Her passion for inspiring the next generation, Lauren is dedicated to finding innovative ways to engage young people and make Charity Retail cool! Running a successful pre-loved uniform shop and co-coordinating the Young Volunteer Program within her charity naturally led her to the CRA board in 2024. Outside of work, Lauren can often be found volunteering and chaperoning at her local dance school with her daughter or cheering on her son at football matches.

Steve Derrick - Category C Director

Senior Retail Operations Manager, RNLI

Lorna Fallon - Category D Director

Retail Director, Oxfam GB

Lorna Fallon has been a CRA board member since 2016 and is the Retail Director at Oxfam GB. She has held leadership roles within charity retail for over 20 years and previously, within commercial retail. Lorna champions second-hand fashion and believes that second-hand certainly does not mean second best. She is passionate about creating positive retail environments to support shoppers in making more sustainable choices, for the benefit of purse and planet. Lorna is a regular speaker in the sector and in the media, which has included segments on BBC, Channel 4 and Sky News. In her spare time you will find her on a golf course or out in the garden.

Katy Faulkner - Category C Director

Head of Retail Operations, Sue Ryder

Katy joined our board of directors in October 2024 as one of our large charity representatives. Following a career in IT, Katy joined Sue Ryder and is currently Head of Retail Operations. Katy has a particular interest in diversity and inclusion, chairing a disability network and is also a qualified professional coach.

Jane Flannery

Senior Regional Director, British Heart Foundation

Charlotte Greenwood - Director for Equity, Diversity and Inclusion

Head of Retail & Marketing and Co-Lead for Equity Diversity and Inclusion, Isabel Hospice

Prior to working at Isabel Hospice, Charlotte worked in Buying and Merchandising for over 16 years for commercial retailers including Tesco and Mothercare. She won the CRA Leadership award in 2023 for her instrumental work in developing the Isabel Hospice’s sustainability initiative, Tonnes of Care, and for empowering and developing her leadership team. Under Charlotte’s leadership, Isabel Hospice has also been a finalist for the CRA’s Outstanding Charity Retailer award.

Nick Harris - Director for Digital Transformation

Chief Information Officer, Salvation Army Trading Company (SATCoL)

Nick joined as Board Director for Digital Transformation in 2024. He has over 20 years’ experience in IT and business change roles; currently as Chief Information Officer for Salvation Army Trading Company with 260 shops, superstores and donation centres. Previously as Deputy CIO for SAID Business School, University of Oxford and Oxfam GB, leading IT and support teams globally. He is listed within the top 30 of the CIO100 UK awards and a Chartered Fellow of the British Computer Society. He enjoys putting his skills and experience to good use at the CRA, with his passion for advising on IT services and Digital strategies.

Emma King - Category A Director

Retail Director, Weston Hospicecare

Emma King has been on the board of the Charity Retail Association since 2024. She’s spent over 15 years leading charity retail teams and started out in commercial retail before moving into the not-for-profit world. Emma’s all about creating purpose-led shops that not only raise vital funds but also feel great to be part of, whether you're a customer, volunteer or staff member. She’s passionate about doing things differently, from launching superstores to leading sustainability initiatives within retail and the wider charity. When she’s not working, Emma’s usually in the garden, with a book, or spending time with her family. She also gives time to her local school as a governor.

James Martin - Director for Public Affairs

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James has a 20 year career focused on public policy and advocacy, having started his career as a civil servant in Whitehall. Since then he has developed the successful campaign for better protections of retail workers at the British Retail Consortium, where he first worked with Robin; worked as Director of Policy for the British Chambers of Commerce through the Covid lockdown and Brexit; and led campaigns across a range of sectors in other senior agency, representative group and business roles. James lives in London with his family.

Dermot McGilloway - Category C Director

National Retail Development Manager, Society of St Vincent de Paul

Dermot McGilloway has been National Retail Development Manager for Society of St Vincent De Paul in Ireland since 2015 and was previously Regional Retail Manager in the greater Dublin area. Dermot first joined SVP as a volunteer in 1999 to work with rough sleepers in North Inner-City Dublin and quickly recognised a role for charity retail to promote social justice and inclusion, particularly amongst isolated communities and in areas of social deprivation. Dermot completed a 5-year term as Trustee with SVP England & Wales, ending in April 2025. SVP runs 220 charity shops and 8 order fulfilment centres across the island of Ireland and is committed to working towards triple bottom line objectives.

Karen McKenzie - Category B Director

Income Generation Director, Douglas Macmillan Hospice

Karen joined the Board in 2019 as an elected Director and has gone on to assume the role of Company Secretary too. After establishing an early career in HR and training, Karen moved into the charity sector and worked for several national children’s charities in various roles for 10 years - gaining significant experience in most fundraising disciplines. Subsequently a move to the hospice sector led to a directorship with one of the UK’s top 10 hospices, where Karen has amassed more than 20 years’ experience leading on all aspects of fundraising, lottery, marketing, volunteering and retail trading. Along with a busy day job Karen maintains links with the IoF as Chair of L&D and involvement with local community groups as a volunteer.

Jo Mewett - Category D Director

Head of Retail Operations, Cancer Research UK