Agenda
Latest trends, fresh insight and actionable strategies from leaders across the entire ecommerce delivery ecosystem.
07:30 - 09:00
Registration and Welcome Coffee / Exhibition Opens
Morning Plenary
09:00 - 09:10
Welcome to The Delivery Conference 2023
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Tom Forbes,
Chief Customer Officer, Metapack
Morning Plenary
09:10 - 09:50
Unveiling upcoming trends for the retail industry in 2023
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Richard Lim
CEO, Retail Economics
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Andrew Norman
Managing Director Metapack & ShipEngine
In this session, Managing Director of Metapack, Andrew Norman, will discuss with CEO of Retail Economics, Richard Lim, key findings from the latest Ecommerce Delivery Benchmark Report, a collaboration between both companies.
The report analyzes data from 8,000 consumers and 700 merchants across 8 key international markets to uncover how an impending recession will impact spending in several major international markets, as well as the strategies online retailers around the world are employing to maintain resilience.
09:50 - 10:30
Panel – The battle for survival in 2023
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Moderator: Patrick Wall
Metapack Founder and ex-CEO, Metapack
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Gary Page
General Manager, Customer Delivery and Collection Operations, John Lewis
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Jim Rudall
Chief Revenue Officer, Head of Revenue, EMEA, Shopify
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James Roper
Founder Emeritus, IMRG
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David Stock
VP Marketing, UPS
We’ve said it before, but perhaps never with greater accuracy: the industry is facing more challenges than ever. From reduced consumer spending, higher operating costs and continued supply chain unpredictability, the battle for survival in ecommerce is fiercer than ever. In this panel, players from across the ecommerce delivery ecosystem come together to discuss strategies to survive and thrive in 2023, despite the challenges.
10:30 - 11:00
Morning Coffee Break – Exhibition Hall
Ecommerce experience stream
11:00 - 11:30
Enterprise product update
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Emma Clarke
Director Product Management, Auctane
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Brendan Adams
Director Product Management, Auctane
In this session, Product leader’s Brendan and Emma will talk through Auctane’s approach to building delivery tools and services you can easily access through the ShipEngine integration platform with brands such as Metapack, ShipStation and more.
Emma will explain how by using Metapack’s latest innovations you can address real and current problems you may be facing. We’ll show how they can be used to help move more of your buyers to act in your eCommerce sites, while helping you create compelling delivery experiences that lower your cost to ship and improve your customer satisfaction.
Emma will explain how by using Metapack’s latest innovations you can address real and current problems you may be facing. We’ll show how they can be used to help move more of your buyers to act in your eCommerce sites, while helping you create compelling delivery experiences that lower your cost to ship and improve your customer satisfaction.
Logistics & Carrier Stream
11:00 - 11:30
Technology’s future in the final mile
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Moderator: Alex Johnston-Smith
Manager, Market Analysis, Metapack
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Jonathan Jenssen
CEO, Relay
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Matthew Price
General Manager UK & Ireland, Uber Eats
It seems like forever that the industry has been discussing the potential of technology to address the inherent challenges of the final mile, from cost-to-serve through to labor shortages and more. How far away are we from an era of drones, delivery robots and autonomous vehicles, and what practical prospects for improvement do they offer? Tune in to this session to find out.
Discovery theater
11:00 - 11:30
The modern consumer expects more — here’s how to deliver
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Mathias Krieger
Co-founder, HIVED
In an increasingly digital world, modern day consumers are expecting more from retailers and carriers alike. Meeting these expectations, however, is just as much a challenge as it is an opportunity to attract and retain customers. Learn from CEO Mathias Krieger how HIVED is combining efficiency, sustainability and technology to improve delivery standards, empowering retailers to rise to the delivery challenge and succeed in the 21st century.
11:30 - 12:00
The store: back to the fore
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Amy Goodberry
Head of Enterprise UK & IE, Metapack
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Karen Gibson
Senior Manager, Asda
Who said high street retail was dead? As populations re-emerge in the wake of COVID-19, the physical store is experiencing somewhat of a comeback. And it’s not just because of an increase in customers through the door. After savvy brands learned to leverage physical real estate in non-traditional ways, stores have emerged as multipurpose hubs: part sales channel, part brand experience touchpoint, part fulfillment center. In this session, we hear from experts on how redefining the store has in turn redefined its business.
11:30 - 12:00
Micromobility in the city – a more efficient way forward
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Clare Jones
Chief Commercial Officer, what3words
As the popularity of ecommerce delivery has skyrocketed, city environments have suffered increased traffic congestion and reduced air quality. In this session, experts explain how micromobility and innovative tech can help reduce the impact, without compromising on delivery experience, with what3words as a case study for how to achieve this change
11:30 - 12:00
Auctane: Uniting with carriers and tech platforms
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Tom Forbes
SVP Channels, Auctane
12:00 - 12:30
The power of post-purchase in preserving margins
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Moderator: Emma Clarke
Director, Product Management, Auctane
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Stuart Hill
Chief Operating Officer, MATCHESFASHION
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Ivo Menting
Global eCommerce Supply Chain Lead, JD eCoffee
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Brian Weston
Head of Research and Insight, Institute of Customer Service
Faced with a battle to survive in 2023, ecommerce retailers and brands must preserve margins at all costs. Post-purchase is presenting itself as an unlikely lever to maintain customer loyalty, drive down cost to serve, and encourage new business. Retailers explain their own experience of optimizing delivery, tracking and returns.
12:00 - 12:30
How International Click and Collect is a key online growth driver for retailers
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Helen Scurfield
Innovations & Development Director, Asendia UK
As more and more retailers aspire to cross-border e-commerce to grow sales, there is a pressing need to offer an exceptional buying experience, great value, convenience and choice, no matter where in the world customers are. This session will explore the importance of meeting localised needs, and addresses the issue of e-commerce brands wanting to offer Click and Collect overseas, but often not having their own stores in their target countries. Asendia speaker will explore how 3PLs can help with local knowledge, well-established last-mile delivery relationships, and fulfilment networks across different continents.
12:00 - 12:30
Peak Insights
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Cheyney Cartwright
Head of Sales, Amazon Shipping UK
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Moderator: Alex Johnston-Smith, Manager
Market Analysis, Metapack
What key trends emerged from retailers and e-commerce sellers as they responded to ongoing challenges in peak 2022? Join Amazon Shipping to hear how flexibility and simplicity supported their customers through the busiest time of the year. Session will be moderated by Alex Johnston-Smith, Manager, Market Analysis, Metapack.
12:30 - 13:00
Improving your consumer returns experience
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Moderator: Daniel Corbett
Sales Manager NEU, Metapack
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Jelle Schoenmaker
VP Product Returns & Managing Director, ReBound
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Chris Haighton
Head of Logistics, The Very Group
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Rachel Troke
Senior Product Manager, New Look
Consumer expectations mean the demand to offer a better and more efficient returns experience is on the rise. This session looks at ways you can improve your consumer returns and the benefits you can expect.
12:30 - 13:00
Evolution of delivery in the world of eCommerce
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Marcus Hurd
Director, Retail Logistics UK, Stuart
A range of new delivery propositions have transformed the last mile across a whole gamut of industries, from e-commerce and mobility, right through to grocery shopping. With eCommerce customers' demands and expectations having evolved in the post-Covid landscape, delivery propositions and delivery experience has had to innovate as well. Understand this evolution by joining our session and discover how the landscape has changed, and is changing, to satisfy the rising demand for quick, efficient and sustainable delivery.
12:30 - 13:00
Using AI to create a Truly Seamless Online Shopping Experience
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Chris Kellner
VP Sales & Partnerships, DigitalGenius
Like it or not, there are many points of friction within the online customer experience – from stock availability, late or missing deliveries, to managing returns and refunds. We’ll explore how AI can smooth over these points of friction to create a seamless online shopping experience.
13:00 - 14:00
Lunch
The Future of ecommerce
14:00 - 14:40
Keynote: Economical and green ecommerce: what next?
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Jack Stratten,
Head of Trends, Insider Trends
There is a growing demand for retailers to offer greener and more affordable consumer services in the world of ecommerce. An expert will discuss how retailers can successfully harness strategies while catering to consumer desires.
Discovery theater
14:00 - 14:30
Improving the Post Purchase Experience: How engagement using Conversational AI via WhatsApp & Messenger enable customer self serve and instant satisfaction
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Ed Hodges
CEO, HelloDone
Social Messaging has become the dominant form of communicating with each other. We'll explore how AI opens up these channels during the post purchase experience enabling customers to self-serve while reducing customer contact costs.
14:40 - 15:25
Panel – Sustainable ecommerce: no longer a nice to have
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Moderator: Tom Forbes
Chief Customer Officer, Metapack
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Peter Blackburn
International Commercial Director, InPost
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Sandra Roling
Director of Transport, The Climate Group
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Fabian Warmdt
CEO & Co-Founder, glocally
Consumerism is one of the biggest contributors to waste on our planet, so it makes sense that ecommerce has a massive role to play in reducing its impact on the environment. In this panel we discuss opportunities across the entire supply chain, from greener delivery through to the increasing popularity of ‘re-commerce’.
15:30 - 16:00
Afternoon Coffee Break
Afternoon Plenary - Ballroom
16:00 - 16:30
Panel – Roadmap for the Future of the Industry
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Moderator: Eduardo Gulias
VP of Engineering, Auctane
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Carolyn Park
Vice President Supply Chain, RS Group plc
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Craig Summers
Managing Director UKI, Manhattan Associates
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Toby Hay
Managing Director e-commerce Marketing, FedEx Express Europe
Experts sit down to discuss what the future of the industry might look like and how the ever changing landscape will lead to exciting innovation in all areas.
16:30 - 16:45
Closing remarks
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Ton ter Laak
Senior Vice President Sales, Auctane
Synopsis coming soon..
17:00 - 18:30