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IMRG Delivery Summit 2019

Overview

Back for its second year, the IMRG Delivery Summit is focussed on providing 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. You will learn:

  • The impact delivery / returns information has on conversion at various stages of the site
  • 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

    10:30 - 11:00


    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 - 14:30


    Adam Hall is the Head of Sustainability at Internet Fusion and Surfdome, Europes 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.

    https://internetfusion.co.uk

    Find out more

  • Andrew Starkey

    Andrew Starkey

    Head of e-Logistics | IMRG

    12:30 - 13:00


    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

Agenda

08:30 -
09:30

Registration and Breakfast Networking

09:30 -
09:55

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

09:55 -
10:30

Panel Session – What Are the Key Issues Facing Industry?

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.

Host: Andy Mulcahy, Strategy and Insight Director, IMRG

10.30 -
11.00

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 learnt from adapting elements of the proposition? 

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

New Look logo

11.00 -
11.25

Refreshment Break and Networking

11:25 -
11:45

What Do Customers Tell Us They Want? – Meeting the Customer Experience Challenge

For the past 10 years, IMRG have run an annual survey asking 50 questions to understand shopper perception of online delivery. Report partner GFS will share insight around what we learnt about changing customer expectations this year.

Bobbie Ttooulis, CMO Group Marketing, GFS

GFS logo

11.45 -
12.15

Panel Session - Customer Expectations

  • 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?

Host: Metapack

Panel 2 logos

12:15 -
12:30

How Does a Retailer’s Delivery / Returns Proposition Impact Customer Behaviour?

IMRG will share insight from a data study illustrating that how and where the delivery / returns options are communicated on a retail site can influence the user journey.

Matthew Walsh, Director of Data and Retail, IMRG

IMRG logo

12.30 -
13.00

Panel Session - Making a Return from Returns

  • 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

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


13.00 -
14.00

Lunch Break and Networking

14:00 -
14:30

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

14.30 -
14.50

Keynote Sponsor

Details coming soon 

14:50 -
15:05

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. This presentation will examine various IMRG data studies to show how proposition influences behaviour.

Andy Mulcahy, Strategy and Insight Director, IMRG

IMRG logo

15:05 -
15:35

Panel Session - Online Delivery in 2024 

What will characterise the supply chain in five years’ time?

  • How widespread will in-transit information be?
  • Where are the opportunities for greater efficiency in fulfilment?
  • How will retail propositions need to evolve?

Host: Matthew Walsh, Director of Data and Retail, IMRG

Panellists coming soon. 

15.35 -
17.00

Member Drinks Reception and Networking

Panel Sessions

What Are the Key Issues Facing Industry? - 09:55 - 10:30

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:
Bobbie Ttooulis, Group Marketing Director, GFS
Robert Dundas, Head of Sales Marketing, Spring Global
Paul Durkin, Director of Home and eFulfilment, Wincanton
John Wetherall, Senior National Account Manager, Macfarlane Packaging
Mark Siviter, Managing Director, Mails and Retail, Post Office
Neil Ashworth, CCO, Yodel

Customer Expectations - 11:45 - 12:15

Host: 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
Michael McNally, Head of International Development, Jersey Post
Justine Clark, Industry Marketing Manager, Transport and Logistics, Europe, Honeywell
Rob Barham, Group Sales Director, Air Business
Stuart Higgins, Partner, Consumer Goods and Retail, BearingPoint

Making a Return from Returns - 12:30 - 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:
Graham Best, CEO, ReBOUND
Olivier Binet, Managing Director, International Markets, InPost
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 - 15:05 - 15:35

Host: Matthew Walsh, Director of Data and Retail, IMRG

What will characterise the supply chain in five years’ time?
How widespread will in-transit information be?
Where are the opportunities for greater efficiency in fulfilment?
How will retail propositions need to evolve?

Panellists Forthcoming

Sponsors

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.

SDSI BNR IMRG DS 2019 v1