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IMRG Delivery Summit 2019


The IMRG Delivery Summit provides retailers with data-led, actionable insight into how delivery and returns propositions can be used to grow sales and improve online performance.

Through a series of retail keynotes, IMRG data presentations and panel debates, attendees will hear how delivery is used as a differentiator for customer experience. Key takeaways include:

  • The impact delivery / returns information has on conversion at various stages of your website
  • Getting the delivery proposition balance right between speed, cost, convenience, and choice
  • How a strong environmental focus can boost sales
  • Predictions for online delivery in 2024

The Delivery Summit is a must-attend event for retailers interested in how they can evolve their delivery options to maximise financial return for the business.

* Due to the expected demand and event capacity, supplier delegates must be limited to one per company.

Keynote Speakers

  • Lana Jackson

    Lana Jackson

    Head of Supply Chain & Ecom Operations | New Look

    10:15 - 10:45

    Having started her ecommerce career working in Supply Chain for Ocado in 2001, Lana has over 15 years’ ecommerce experience working in various Supply Chain and Logistics roles for brands such as Amazon, Red Bull and Ralph Lauren.

    For the last 5 years she has headed up the Customer Proposition & Delivery Team at New Look where she has transformed the delivery proposition for customers, providing greater choice and convenience through the introduction of Sunday deliveries, Evening deliveries, DPD Precise and most recently the New Look Delivery Pass.

    Find out more

  • Adam Hall

    Adam Hall

    Head of Sustainability | Internet Fusion Group

    14:00 - 14:25

    Adam Hall is the Head of Sustainability at Internet Fusion and Surfdome, Europe's largest action sport retailer. He grew up in the rolling hills and gentle surf of the South West of the UK, which shaped his passion for Surfing and an appreciation of the natural world, all enhanced by a lifetime of traveling.

    Adam is now relishing combining both his passions as head of sustainability within the surfing industry and is currently in the process of ‘Greening ‘the company, with a key focus on single use plastic. Which involves eliminating plastic from the businesses operation, currently the equivalent of 2 million plastic bottles removed and rising internally, and working on the broader potential which lies within the companies influence amongst the industry it operates. While supporting The Plastic Project and #2MinuteBeachClean.

    All of which is delivered from a highly sustainable, state-of-the-art warehouse that is just outside the top 1% most sustainable buildings in the UK.

    Find out more

  • Alex Watson

    Alex Watson

    Head of Logistics - Operations & Fulfilment | Superdry

    14:55 - 15:25

    Alex has worked in Logistics for over a decade, the majority of which has been with the British fashion retailer Superdry. Over the last 5 years, Alex’s activities have driven the strategic development of the supply chain in all areas including the deployment of new warehousing facilities and services in 3 continents. Alex is now working on the use and implementation of breakthrough technologies in all parts of the supply chain. Things like blockchain and cloud based big data solutions to improve forecasting and data validity. Further, this involves social systems and incentive prizes to drive next generation levels of collaboration across all of Superdry’s supply chain community.

    Find out more

  • Andrew Starkey

    Andrew Starkey

    Head of e-Logistics | IMRG

    As well as being Head of e-Logistics, Andrew Starkey leads research and the member support programme at IMRG. He has an extensive background in the world of parcels and postal logistics including senior commercial roles in Royal Mail, Executive Director of Postcomm and Commercial Director of Jersey Post International.

    He is a recognised expert in e-retail logistics and a member of the Chartered Institute of Logistics and Transport and the Institute of Direct Marketing.

    Find out more

  • Andy Mulcahy

    Andy Mulcahy

    Strategy and Insight Director | IMRG

    9:30 - 9:55

    Andy has worked at the heart of the online retail industry since 2010 – researching and producing reports on trends and developments affecting the sector.

    During that time, Andy has developed strong knowledge in multiple areas of online retail, with particular expertise in Black Friday. Andy will reveal the latest data and trends we have been tracking in our sales index.

    Find out more

  • Matthew Walsh

    Matthew Walsh

    Director of Data and Retail | IMRG

    12:15 - 12:30

    Matthew is responsible for all of the data and market reporting that IMRG publish. He produces the IMRG CapGemini Retail Index which is the largest and longest running eCommerce benchmark in the UK.

    Matthew also regularly provides data presentations to our retail members explaining the latest trends in ecommerce. Matthew is the first point of contact for our retail members.

    He has valuable retail experience having worked as an analyst for a top UK retailer and at one the largest online marketplaces in the world.

    Find out more



08:00 -

Registration and Breakfast Networking

09:15 -

Bringing the Last Mile to the High Street - Should Stores Just be Viewed as 'Inventory Hubs'? 

The government recently published their review into the high street, which included a proposal from IMRG to look at converting empty stores into digital inventory hubs as a key recommendation 

What would that mean for online retailers? 

Andy Mulcahy, Strategy and Insight Director, IMRG

IMRG logo


09:40 -

Panel Session – What Are the Key Issues Facing Our Industry?

Hear from the IMRG Steering Group as they debate key industry topics to bring you the latest insight and new ideas to transform your business. 

  • Peak trading
  • Cost-to-serve
  • Sustainability
  • Cross-border
  • Alternative delivery channels

These five industry experts will have just a single minute each making it an engaging, punchy debate not to be missed. 

Host: Andy Mulcahy, Strategy and Insight Director, IMRG

Panel 1


10.15 -

Q&A with Lana Jackson, Head of Supply Chain and eComm Operations, New Look 

How have New Look structured their delivery / returns proposition and why? What have they learned from adapting elements of the proposition? 

Host: Andrew Starkey, Head of e-Logistics, IMRG

New Look logo

10.45 -

Refreshment Break and Networking


11:15 -

Meeting the Customer Experience Challenge

IMRG run an annual survey to understand shopper perception of online delivery. In it's tenth year, we've asked report partner GFS to share the change in customer expectations to give you actionable insight to meet demands. 

Bobbie Ttooulis, CMO Group Marketing, GFS

GFS logo


11.35 -

Panel Session - Customer Expectations

We've brought together retailers and delivery companies to discuss

  • Changes in expectations around delivery and returns
  • Customer perspective on the logistical role of the high-street stores
  • Activities likely to shape expectations over the next 5 years

Host: Steve Allen, Vice President of Sales UK, MetaPack


12:10 -

Is Your Delivery / Returns Proposition Impacting Customer Behaviour?

The areas where delivery and returns options are communicated on a retail website impacts conversion. What can you do to influence your customer's journey?

Insight is taken from a study conducted by IMRG.

Matthew Walsh, Director of Data and Retail, IMRG

IMRG logo


12.25 -

Panel Session - Making a Return from Returns

Understanding what a good return rate is for your business is key to turning a profit. This panel digs deep into understanding what good looks like, how to deal with excessive returners and whether returns are an opportunity or just a natural consequence of the business.

Host: Andrew Starkey, Head of e-Logistics, IMRG

13.00 -

Lunch Break and Networking


14:00 -

Keynote: The Pressure on Business Sustainability

What initiatives have Surfdome run to mitigate environmental impact and what results have they generated?

Adam Hall, Head of Sustainability, Internet Fusion Group

14.25 -

Shaping Your Delivery Proposition – Speed, Cost, Convenience, and Choice

Being able to offer multiple delivery options that are fast, free and convenient may be ideal from the customer perspective, but it isn’t always practical or cost-effective for the retailer. Learn from IMRG data studies about how proposition influences behaviour.

Andy Mulcahy, Strategy and Insight Director, IMRG

IMRG logo


14.40 -

Refreshment Break and Networking

14.55 -

Keynote: How to think about our technological future
Alex Watson, Head of Logistics - Operations & Fulfilment, Superdry


15.25 -

Panel Session - Online Delivery in 2024 

Start preparing for the future as our panel tackle what the supply chain could look like in 5 years' time. 

  • How widespread will in-transit information be?
  • What role will click & collect and alternative delivery/returns options play?
  • How will retail propositions need to evolve?

Host: Andrew Starkey, Head of e-Logistics, IMRG


16.00 -

Member Drinks Reception and Networking

Panel Sessions

What Are the Key Issues Facing Industry? - 09:40 - 10:15

Host: Andy Mulcahy, Strategy and Insight Director, IMRG

IMRG’s specially-created Steering Group of delivery experts will launch the day’s debates…succinctly; panellists will get a single minute each to share insight and raise ideas around five key industry topics – peak trading, cost-to-serve, sustainability, cross-border and alternative delivery channels.

Panellists Confirmed:
Daniel Ennor, Commercial Director, GFS
Ian Keilty, Director of Retail & Consumer, Wincanton
John Wetherall, Senior National Account Manager, Macfarlane Packaging
Mark Siviter, Managing Director, Mails and Retail, Post Office
Jon Nicholson, Sales Director, Royal Mail

Customer Expectations - 11:35 - 12:10

Host: Steve Allen, Vice President of Sales UK, MetaPack

How have expectations around delivery / returns changed recently?
What logistical role can stores play from the customer perspective?
What is likely to shape expectation over the next five years?

Panellists Confirmed:
Gregory Bamford, Head of Logistics, Vivobarefoot
Emily Greer, Head of Operations, In The Style
Justine Clark, Industry Marketing Manager, Transport and Logistics, Europe, Honeywell
Stuart Higgins, Partner, Consumer Goods and Retail, BearingPoint
Olivier Binet, Managing Director, International Markets, InPost

Making a Return from Returns - 12:25 - 13:00

Host: Andrew Starkey, Head of e-Logistics, IMRG

Problem, natural consequence of being a retail business, or opportunity?
How can retailers identify what is a ‘good’ return rate for them?
How to deal with excessive returners

Panellists Confirmed:
Sarah Garvin, Head of Fulfilment & Logistics, Amara
Gayle Emsley-Daniels, Global Carrier Manager, Ted Baker
Andy Auld, Logistics & Dispatch Manager, Goodhood
Paul Brooks, Sales Director, Wincanton
Neil Weightman, Commercial Director, iForce
Dominic Hebberd, Head of Key Accounts and Product Marketing, Hermes UK

Online Delivery in 2024 - 15:25 - 16:00

Host: Andrew Starkey, Head of e-Logistics, IMRG

What will characterise the supply chain in five years’ time?
How widespread will in-transit information be?
What role will click & collect and alternative delivery/returns options play?
How will retail propositions need to evolve?

Panellists Confirmed:
Firoz Bhatty, E2E Strategic Initiatives Development Manager, Argos
Georgia Barry, Strategy Consultant, Vaimo
Gary Winter, Parcel Services Director, PayPoint
Simon Mardle, Digital Fulfilment Operations Lead, Capgemini
Matthew Furneaux, Global Commercial Director, Location Intelligence, Loqate
Sarah Clewlow, Overseas Network Director, wnDirect


Headline Sponsor

Global Freight Solutions

Global Freight Solutions

GFS powers delivery for leading retailers and B2B brands worldwide, so they can delight customers, boost sales and grow their business with confidence. We take care of everything, from labels to carriers and customer care, all your delivery, technology and logistical needs, from checkout to doorstep – anywhere in the world.

More info

Where Is It?

This summit is hosted at One America Square. 

One America Square

No.1, America Square, 17 Crosswall, London EC3N 2LB

Google map

Who Should Attend?

This summit is structured around some of the unique insight from the advisory board, and the IMRG data sets.

  • Heads of eCommerce
  • Heads of Multichannel Retailing
  • Global Heads of eCommerce
  • Heads of Logistics / Delivery
  • Managers / Directors
  • Analysts 

This event is open to all online retailers*, and IMRG delivery and logistics solution provider members at no charge**. Non-member suppliers can attend but will be charged £1500. We will contact registered non-member suppliers to notify them of cost of access. Access to the event is controlled by IMRG and people will be refused entry if payment is not cleared on the day. 

*An online retailer would be a B2C operation selling products or services, via a website with transactions completed fully, including payment, via any interactive channel, from any location. These operations may have a social media presence, store, or be linked via a marketplace but would operate primarily via their own domain and not via a marketplace alone. Unfortunately 3rd party agencies who have retailers as clients are not classed as retailers themselves but would be a solution provider.

**Attendees registering under incorrect ticket types will be reviewed and cancelled with access to the event refused.

h2>Permission Statement

We have partnered with Global Freight Solutions to help produce our Delivery Summit

If you would like to hear more about the Consumer Home Delivery Review, delivery technology and any other services that they think you would find useful, related to the delivery and logistics, click "Accept" below.

Only information you have provided on the registration form will be shared with the sponsor after the event

Please note that your attending this event is not conditional on your provision of consent.