This roundtable-style conference will ensure you discover all of the latest developments and opportunities surrounding ecommerce delivery and the supply chain.
Take the chance to connect with 60+ peers through roundtable rotations, share best practice on delivery and supply chain strategies, and gain insight into how the market has evolved throughout the cost-of-living crisis.
We’ll focus on the past, present, and future state of delivery so that you are prepared to provide an exceptional customer experience with every delivery.
You’ll also be treated to a gourmet three-course meal, champagne networking reception, and plenty of time to network with like-minded ecommerce leaders.
Agenda
Wednesday 22 March - In-Person Event (The Royal Horseguards Hotel, London)
08:30 - 09:45 AM
Entry badges and complimentary breakfast
09:45 - 10:00 AM
Delivery evolution during the cost-of-living crisis
With the UK market experiencing a remarkable combination of impacts from Brexit, the pandemic, supply chain crisis, cost-of-living spikes and now the start of a potentially-long recession, how does it need to evolve to provide quality experiences for both customer and retailer alike?Andy Mulcahy, Strategy and Insight Director, IMRG
10:00 - 10:10 AM
The Final Mile: Current Trends affecting the Post-Purchase Experience
With rising inflation and recession conditions, creating the perfect post-purchase experience is essential. What trends are affecting retailers’ ability to provide a seamless delivery for customers? How can these be overcome?Heather Wight, Cross-Border Solutions Manager, Avalara
10:10 - 10:15 AM
Launch of IMRG’s new delivery index
Balancing customer expectations and commercial realities is a perennial issue for retailers. IMRG is launching it’s Delivery Service index (DSi) to help clarify some of these decisions. Including market analysis, industry benchmarking and commentary, Andrew will be previewing some of the early findings and highlighting priority areas for consideration. Did you know, 40% of the market don’t offer ‘free’ returns?Andrew McClelland, Consultant, IMRG
10:15 - 10:25 AM
How and why do customers return items?
Returns will always be a big part of online retail, although they can be a costly part of the business. But how do customers feel about making a return, and when in their eyes is it justifiable to do so? 10:25 - 11:10 AM
Retailer workshops
Get involved in a series of insightful debates where you can hear about your peers’ strategic approach across a range of areas relevant to delivery. 11:10 - 11:20 AM
Opportunities in the post-purchase experience
11:20 - 11:50 AM
Coffee and networking break
11:50 - 12:00 PM
Are retailers convincing customers on sustainability?
Many customers want retail businesses to become more ‘sustainable’ but what does this mean practically? Where do they want businesses to focus attention and are there any easy wins?Andy Mulcahy, Strategy and Insight Director, IMRG
12:00 - 12:40 PM
Retailer workshops
Get involved in a series of insightful debates where you can hear about your peers’ strategic approach across a range of areas relevant to delivery. 12:40 - 01:40 PM
Lunch and networking
01:40 - 01:50 PM
Customers perceptions of packaging
One of the areas of the delivery experience that generate customer complaints most consistently is packaging; what can retailers do to get the balance right, and are there elements of packaging that trigger positive responses?Andy Mulcahy, Strategy and Insight Director, IMRG
01:50 - 02:10 PM
Retailer workshops
Get involved in a series of insightful debates where you can hear about your peers’ strategic approach across a range of areas relevant to delivery. 02:10 - 02:20 PM
How much should you charge for delivery?
The primary factor influencing the type of delivery options people select is price; how much are shoppers willing to pay for economy and next-day, and how does the type of product affect that?Andy Mulcahy, Strategy and Insight Director, IMRG
02:20 - 02:40 PM
Coffee and networking break
02:40 - 03:40 PM
Hosted Discussions with Senior Retailers
Join top retailers at our topic-based roundtables, where they give you key insight and allow you to enter open discussion around industry opportunities and challenges.Hosted by members of IMRG’s retail advisory board and other senior retailers, a deep dive into future and current industry topics.
James Kearns, Managing Director, TM Lewin
Sam Hope, Experimentation Analyst, New Look
Jennifer North, Head of Customer Experience, Hobbycraft
Lauren Juster, Sales and Marketing Director, Biscuiteers
03:40 - 05:00 PM
Champagne networking reception
Keynote Speakers
Bio:
James Kearns
Managing Director
T.M. Lewin
Bio:
Sam Hope
Experimentation Analyst
New Look
Bio:
Jennifer North
Head of Customer Experience
Hobbycraft
Bio:
Lauren Juster
Sales and Marketing Director
Biscuiteers
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