IMRG Delivery Summit 2019

IMRG Delivery Summit 2019


Back for its second year, the IMRG Delivery Summit is where the focus is on debating and progressing a series of key logistics themes – identified by IMRG’s Delivery Retail Advisory Board – to help delegates understand where the opportunities and challenges are for retailers.

The main themes this Summit include:

  • Changing customer expectations 
  • Delivery / returns proposition 
  • Sustainability – mitigating the environmental impact of online retail
  • The changing shape of peak

The Delivery Summit is a must-attend event for IMRG retailer members responsible for the delivery offer and logistics performance of their business and key service providers.

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


  • Adam Hall

    Adam Hall

    Head of Sustainability, Surfdome

    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.
  • Lana Jackson

    Lana Jackson

    Head of Supply Chain & Ecom Operations | New Look

    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.
  • 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.
  • Andy Mulcahy

    Andy Mulcahy

    Strategy and Insight Director, IMRG

    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.


08:30 -

Registration and Breakfast Networking

09:30 -

Should stores just be viewed as fulfilment nodes? 

UK high streets are under significant pressure, with some questioning whether physical retail even has a future there. To what extent could positioning stores primarily as fulfilment nodes be a possible solution?

Andy Mulcahy, Strategy and Insight Director, IMRG

IMRG logo

09:50 -

Panel Session – IMRG Steering Group

IMRG’s specially-created group of logistics experts respond to some of the key issues facing the industry.

Panellists coming soon. 

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 learnt from adapting elements of the proposition? 

New Look logo

10.45 -

Refreshment Break and Networking

11:15 -

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 present some of the key insights from this year’s edition.

Bobbie Ttooulis, CMO Group Marketing, GFS

GFS logo

11.30 -

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?

Gregory Bamford, head of logistics, Vivo Barefoot

Emily Greer, head of operations, In The Style

​          ​

12:00 -

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.

Andy Mulcahy, Strategy and Insight Director, IMRG

IMRG logo

12.15 -

Panel Session: Understanding 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

Panellists coming soon. 

12.45 -

Lunch Break and Networking

13:45 -

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, Surfdome

14.15 -

Keynote Sponsor

Details coming soon 

14:35 -

How do retailers adapt their delivery / returns propositions over the Black Friday and Christmas peak trading period? 

IMRG will share insight from a comprehensive study of retail performance over the festive peak trading period.

Matthew Walsh, Director of Data and Retail, IMRG

IMRG logo

14.50 -

Refreshment Break and Networking

15.10 -


Details to be confirmed. ​

15:40 -

Panel Session: Online delivery in 2024 

Following on from some of the points made in the previous Q&A, 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 coming soon. 

16.10 -

Member Drinks Reception and Networking


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.

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