Diabetes UK hosts one of the biggest healthcare events for diabetes professionals, scientists and researchers. Its annual Professional Conference provides a multidisciplinary programme focused on the latest knowledge, innovations and insights in diabetes care.
In February 2025, the conference returned to the SEC in Glasgow with over 2,000 delegates over the three-day event. To streamline delegate entry and improve the registration experience, Diabetes UK worked with RefTech, a company specialising in registrations at events, to deliver a seamless registration and badging experience.
The problem
Diabetes UK needed a system to cope with the high delegate volumes with speed and accuracy, especially in peak times. The registration had to accommodate to multiple badge types (up to 25), along with approval workflows, online payments and the option to pay via invoice. For internal Diabetes UK staff, an approval system was already in place. Its colleagues could register and provide justification for attending, which then sent an automated email to their line manager containing a smart link to approve on decline the request.
Certain badge types would allow entry on certain days, and there was also a requirement for lead capture functionality for exhibitors. RefTech’s registration system also integrated with VenuIQ Event Builder app which was used for attendee agendas and interaction. The complex registration structure and high-pressure first-day influx meant the solution had to be robust, intuitive and fast.
The solution
RefTech provided a complete pre-event registration system tailored to Diabetes UK’s requirements. The platform was built collaboratively by Max Klein, conference organiser at Diabetes UK; Rachel Coker, RefTech projects director; and Leika Nell, projects manager at RefTech . The platform included a postcode finder and a small exhibitor portal for stand staff registration. Onsite, RefTech deployed six branded PrintPods and five fast-track enquiry stations to ensure efficient delivery of badges to delegates.
The implementation
The PrintPods enabled delegates to collect their badge instantly by scanning their barcode on arrival, avoiding queues. Each badge displayed the attendee’s name, badge type and the days they were due to attend which helped Diabetes UK manage attendance and project revenue.
While only around 3% registered onsite, with fewer than 1% making payments on the day, RefTech’s system ensured those who did could complete registration smoothly. Payments were processed via the live online registration platform, which remained active and in sync throughout the event. This ensured last-minute attendees could still gain access without disrupting the flow of check-in.
The integration with the VenuIQ app helped guide delegates around the event and personalise delegate agendas. A single-ended lanyard design was used, with information printed on the back of the badge to always keep the attendee’s name visible.
The registration process accounted for complex admin tasks such as payment approvals and invoicing options, while maintaining a user-friendly experience. RefTech’s technology made it easy for delegates to register online, receive approvals and check-in onsite within seconds.
Results
The busiest period saw close to 1,000 delegates flow through the registration area in the first two hours of the event. The PrintPods and streamlined check-in process meant this peak was handled with ease. The number of PrintPods was reduced on days two and three due to delegates returning with their badges and still maintained a smooth flow of delegates.
RefTech’s real-time data reporting enabled Diabetes UK to access detailed attendance figures, monitor peak arrival times and support future planning.
Delegates and organisers alike appreciated the efficiency and professionalism of the registration process.
Max Klein said: “RefTech’s PrintPods made a huge difference to our registration area this year. The process was fast, smooth and intuitive – which is exactly what you need when thousands of people are arriving at your event. The collaboration with Rachel and the custom registration platform made the whole experience easy to manage, both for our team and for delegates. We also loved how seamlessly the system integrated with the VenuIQ Event Builder app too.”
