I started my working life lecturing in marketing and economics, but then moved into industry to work on customer management, helping companies change their policies, processes, data and systems to focus more strongly on customers. From this grew my work helping companies explain complex products and services to the media and to customers.

The UK’s Chartered Institute of Marketing listed me in 2003 as one of the world’s top 50 marketing thinkers. I was nominated as one of the 20 most influential people in the direct marketing industry in a Precision Marketing readership poll in 2003. NOP World nominated me in 2004 as one of 100 most influential individuals for their input and influence on the development and growth of e-commerce and the Internet in the UK over the previous ten years. I am an Honorary Life Fellow of the UK’s Institute of Direct and Digital Marketing, which gave me its Professor Derek Holder Lifetime Achievement Award in 2015, partly to recognise my contribution to the Institute’s work, from helping found it to work in teaching and course development.

I am a Visiting Professor at St Mary’s University, Twickenham, London, and at Portsmouth University, and a Lecturer at British Study Centres, London.  I am on the editorial boards of several academic journals. I have published over 100 academic articles and 30 books and many trade press articles. I am an active researcher, focusing on business, education and information management.