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

  • Tom Forbes,

    Chief Customer Officer, Metapack

Tom Forbes,

Chief Customer Officer, Metapack

Morning Plenary
09:10 - 09:50

Unveiling upcoming trends for the retail industry in 2023

  • Richard Lim

    CEO, Retail Economics

  • 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.

Richard Lim

CEO, Retail Economics

Andrew Norman

Managing Director Metapack & ShipEngine

09:50 - 10:30

Panel – The battle for survival in 2023

  • Moderator: Patrick Wall

    Metapack Founder and ex-CEO, Metapack

  • Gary Page

    General Manager, Customer Delivery and Collection Operations, John Lewis

  • Jim Rudall

    Chief Revenue Officer, Head of Revenue, EMEA, Shopify

  • James Roper

    Founder Emeritus, IMRG

  • David Stock

    VP Marketing, UPS

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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.

Moderator: Patrick Wall

Metapack Founder and ex-CEO, Metapack

Gary Page

General Manager, Customer Delivery and Collection Operations, John Lewis

Jim Rudall

Chief Revenue Officer, Head of Revenue, EMEA, Shopify

James Roper

Founder Emeritus, IMRG

David Stock

VP Marketing, UPS

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10:30 - 11:00

Morning Coffee Break – Exhibition Hall

Ecommerce experience stream
11:00 - 11:30

Enterprise product update

  • Emma Clarke

    Director Product Management, Auctane

  • 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 Clarke

Director Product Management, Auctane

Brendan Adams

Director Product Management, Auctane

Logistics & Carrier Stream
11:00 - 11:30

Technology’s future in the final mile

  • Moderator: Alex Johnston-Smith

    Manager, Market Analysis, Metapack

  • Jonathan Jenssen

    CEO, Relay

  • Matthew Price

    General Manager UK & Ireland, Uber Eats

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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.

Moderator: Alex Johnston-Smith

Manager, Market Analysis, Metapack

Jonathan Jenssen

CEO, Relay

Matthew Price

General Manager UK & Ireland, Uber Eats

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Discovery theater
11:00 - 11:30

The modern consumer expects more — here’s how to deliver

  • 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.

Mathias Krieger

Co-founder, HIVED

11:30 - 12:00

The store: back to the fore

  • Amy Goodberry

    Head of Enterprise UK & IE, Metapack

  • Karen Gibson

    Senior Manager, Asda

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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.

Amy Goodberry

Head of Enterprise UK & IE, Metapack

Karen Gibson

Senior Manager, Asda

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11:30 - 12:00

Micromobility in the city – a more efficient way forward

  • Clare Jones

    Chief Commercial Officer, what3words

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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

Clare Jones

Chief Commercial Officer, what3words

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11:30 - 12:00

Auctane: Uniting with carriers and tech platforms

  • Tom Forbes

    SVP Channels, Auctane

Tom Forbes

SVP Channels, Auctane

12:00 - 12:30

The power of post-purchase in preserving margins

  • Moderator: Emma Clarke

    Director, Product Management, Auctane

  • Stuart Hill

    Chief Operating Officer, MATCHESFASHION

  • Ivo Menting

    Global eCommerce Supply Chain Lead, JD eCoffee

  • Brian Weston

    Head of Research and Insight, Institute of Customer Service

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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.        

Moderator: Emma Clarke

Director, Product Management, Auctane

Stuart Hill

Chief Operating Officer, MATCHESFASHION

Ivo Menting

Global eCommerce Supply Chain Lead, JD eCoffee

Brian Weston

Head of Research and Insight, Institute of Customer Service

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12:00 - 12:30

How International Click and Collect is a key online growth driver for retailers

  • Helen Scurfield

    Innovations & Development Director, Asendia UK

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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.

Helen Scurfield

Innovations & Development Director, Asendia UK

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12:00 - 12:30

Peak Insights

  • Cheyney Cartwright

    Head of Sales, Amazon Shipping UK

  • 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.

Cheyney Cartwright

Head of Sales, Amazon Shipping UK

Moderator: Alex Johnston-Smith, Manager

Market Analysis, Metapack

12:30 - 13:00

Improving your consumer returns experience

  • Moderator: Daniel Corbett

    Sales Manager NEU, Metapack

  • Jelle Schoenmaker

    VP Product Returns & Managing Director, ReBound

  • Chris Haighton

    Head of Logistics, The Very Group

  • Rachel Troke

    Senior Product Manager, New Look

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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.

Moderator: Daniel Corbett

Sales Manager NEU, Metapack

Jelle Schoenmaker

VP Product Returns & Managing Director, ReBound

Chris Haighton

Head of Logistics, The Very Group

Rachel Troke

Senior Product Manager, New Look

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12:30 - 13:00

Evolution of delivery in the world of eCommerce

  • Marcus Hurd

    Director, Retail Logistics UK, Stuart

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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.

Marcus Hurd

Director, Retail Logistics UK, Stuart

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12:30 - 13:00

Using AI to create a Truly Seamless Online Shopping Experience

  • 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.

Chris Kellner

VP Sales & Partnerships, DigitalGenius

13:00 - 14:00

Lunch

The Future of ecommerce
14:00 - 14:40

Keynote: Economical and green ecommerce: what next?

  • Jack Stratten,

    Head of Trends, Insider Trends

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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.

Jack Stratten,

Head of Trends, Insider Trends

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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

  • 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.

Ed Hodges

CEO, HelloDone

14:40 - 15:25

Panel – Sustainable ecommerce: no longer a nice to have

  • Moderator: Tom Forbes

    Chief Customer Officer, Metapack

  • Peter Blackburn

    International Commercial Director, InPost

  • Sandra Roling

    Director of Transport, The Climate Group

  • Fabian Warmdt

    CEO & Co-Founder, glocally

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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’.

Moderator: Tom Forbes

Chief Customer Officer, Metapack

Peter Blackburn

International Commercial Director, InPost

Sandra Roling

Director of Transport, The Climate Group

Fabian Warmdt

CEO & Co-Founder, glocally

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15:30 - 16:00

Afternoon Coffee Break

Afternoon Plenary - Ballroom
16:00 - 16:30

Panel – Roadmap for the Future of the Industry

  • Moderator: Eduardo Gulias

    VP of Engineering, Auctane

  • Carolyn Park

    Vice President Supply Chain, RS Group plc

  • Craig Summers

    Managing Director UKI, Manhattan Associates

  • Toby Hay

    Managing Director e-commerce Marketing, FedEx Express Europe

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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.

Moderator: Eduardo Gulias

VP of Engineering, Auctane

Carolyn Park

Vice President Supply Chain, RS Group plc

Craig Summers

Managing Director UKI, Manhattan Associates

Toby Hay

Managing Director e-commerce Marketing, FedEx Express Europe

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16:30 - 16:45

Closing remarks

  • Ton ter Laak

    Senior Vice President Sales, Auctane

Synopsis coming soon..

Ton ter Laak

Senior Vice President Sales, Auctane

17:00 - 18:30

Exhibition Drinks Reception

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