The Delivery Conference 2019 Live

TDC Global, the tenth annual Delivery Conference was a huge success and we extend a huge thanks to all our sponsors, speakers and delegates. If you couldn’t make it this year or simply want to recap on the sessions then you are in luck! For the first time, Metapack were live streaming from the number one event in eCommerce delivery and have over 6 hours of recorded video content for you to enjoy.

We recorded sessions from the eCommerce and Customer Experience Stream with 8 different talks from leading retailers, carriers and brands. In addition to this stream, you can access exclusive talks from Patrick Wall (Metapack Founder), Howard Saunders (Retail Futurist), Xuan Jin (Alibaba) and Martijn Bertisen (Google). In our afternoon panel discussion, you can recap our lively panel discussion on ‘Who Owns the Relationship with the Customer’.


Watch Highlights

Recorded Sessions

Session 1 – Morning plenary

Patrick Wall (Metapack Founder) – Welcome to TDC Global / Trends in Delivery

In this recorded session from TDC Global, Metapack Founder Patrick Wall opens The Delivery Conference, now in its 10th year. Patrick takes us through the 2018/19 peak performance and highlights major year-on-year trends in eCommerce delivery. He features key conclusions from Metapack’s recent consumer research and gives Metapack’s view of noteworthy eCommerce trends over the next three years.

Howard Saunders (Retail Futurist) – Brands on the Run

Retail brands across the globe are rightly worried. The High Street is severely wounded: much-loved brands are shutting up shop, department stores are closing and even the mighty supermarkets are losing market share. At the same time, AI and robotics threaten to change the way we live, work and consume forever. One thing is certain: the age of disruption has just begun. In this recorded session from TDC Global, Retail Futurist, Howard Saunders, takes us on a high-energy, jargon-free journey into the future to spell out how we can best prepare for this unprecedented consumer landscape.

Xuan Jin (Alibaba) – Revisiting the High Street

Alibaba Group’s 11.11 Global Shopping Festival generated $30.8 billion GMV in a single day. In this recorded session from TDC Global, Xuan Jin, Lead Solutions Architect of Alibaba, gives us a behind-the-scenes view on what it takes to manage such influx in transactions and deliveries. Xuan also explores the rise of the connected store and the evolution of retail, including some tangible case studies.

Professor Matthew Goodwin (University of Kent/Chatham House) – Brexit: Where are we now, why does it matter?

Brexit: Where are we now, why does it matter?

In this recorded session from TDC GLobal, Professor Matthew Goodwin (University of Kent/Chatham House) considers the current status and direction of the Brexit negotiations, the state of public opinion and the longer-term currents that are reshaping British politics.

Martijn Bertisen, UK Sales Director, Google – Sustainable growth in an unstable time

In this session from TDC Global, Martijn Bertisen, UK Sales Director, Google, talks about what is required to compete in the maturing digital ecosystem and how partnering along the retail value chain is setting up businesses for profitable growth into the future.

He takes us through practical ways in which adopting data and technology throughout the retail organisation is delivering growth and commercial efficiencies back to Google’s partners.

Session 2 – eCommerce & Customer Experience Stream: Global eCommerce

Sponsored by Doddle, introduced by Ton ter Laak, General Manager Europe, Metapack

Graeme Carter, Group Vice President, Avon – Making over a Beauty Icon

Avon has been delivering beauty products to doors for over a century – selling through millions of Avon Representatives to customers across the world. It’s a 130-year business model that is undergoing a huge transformation.

Supply chain evolution (and revolution) is core to Avon’s transformation strategy. The ultimate aim – to delight HER – the Beauty Entrepreneur at the centre of the business, selling through her social networks.

In this recorded session from TDC Global, Graeme Carter (Group Vice President, Avon) will share more about Avon’s plan to open up the business to future growth – through digitisation, through partnerships and through new and innovative ways of working.

Mike Richmond, Chief Commercial Officer, Doddle – CX in the Last Mile – Why Delivery Matters

In today’s ultra-competitive e-commerce space, a retailer’s delivery proposition is fast becoming THE defining characteristic of success, and with that businesses are increasingly focusing their online strategy around their delivery proposition.

For those calling the shots on delivery, that means amazing opportunity, but also greater analysis of the impact delivery can have on the brand, CX and NPS.

In this recorded session from TDC Global, join Mike Richmond (Chief Commercial Officer, Doddle) as we take a whistlestop tour through this world in which logistics and brand are fused.

Find out which retailers are getting it right and discover a few easy wins to transform delivery from a necessary function into a memorable experience with the power to attract new customers, create differentiation and win loyalty.

Emma Mead, Group Omni Channel Director, Holland and Barrett – Customer Delivery Experience

In this recorded session from TDC Global, Holland and Barrett’s Emma Mead talked us through their approach to the customer delivery experience. Emma described the retailer’s approach to segmenting customers to ensure the customer journey and delivery is suitable for all.

Finally, Emma gives some useful insights into providing a consistent customer delivery experience across different geographies.

Bruce Harryman, Senior Manager Distribution Planning, John Lewis – Online Demand Planning

When planning fulfilment there is no such thing as a typical day. The type of product, day of the week or year, the purchasing device used and even the weather can all influence the shape of customer purchasing decisions, and some are also factors in the returns journey.

In this recorded session from TDC Global, Bruce Harryman from John Lewis takes a look behind the average in-day profile, explores the impact that these various components have on the pattern of online demand and considers what this means from a planning perspective.

Steve Oliver, co-Founder and Group CEO, Music Magpie – From the converted garage to becoming the biggest seller in the world on Amazon and eBay ….and everything in between!

Steve Oliver, the co-Founder and Group CEO of musicMagpie (UK) and Decluttr (US) shares his story of how a business that was started in his garage, trading a few boxes of old CD’s and DVD’s, became the biggest seller in the world on both of the major global platforms of Amazon Marketplace and and the focus that has been required on providing the consumer with world-class logistics, both inbound as they buy product from consumers and outbound as they resell it.

In this recorded session from TDC Global, Steve also discusses the reinvention of the business from purely trading in CD’s and DVD’s to now being the UK’s biggest and best mobile phone recycler (which is now more than 50% of the business), the growth of the direct online musicMagpie store and the rapid growth of the group’s US brand,, which in less than 5 years has become a $50m turnover business and the different challenges that operating consumer logistics in the US has presented to the ones faced in the UK.

Neil McLauchlan, Director of Seller Delivery Experience, eBay – Empowering British business in a climate of uncertainty

The UK retail landscape is going through a radical shift, driven by customer behaviour and the changing role of technology. As further consolidation occurs across the retail landscape, there will be fewer but larger shopping destinations that will be customer-centric, technology-forward and global in nature.

In this recorded session from TDC Global, Neil McLauchlan explains how eBay will continue to be one of those destinations by embracing disruptive technology, innovating on behalf of customers and driving business growth around the world.

Session 3 – eCommerce & Customer Experience: Opportunities and Challenges

Introduced by Maria Canton, Global Marketing Director, Metapack

Julia Bindley, Partner & Operations Director, Not on the High Street – Connecting small businesses with the world

Not on the High Street is the leading curated marketplace, connecting the best small creative businesses with the world, offering customers unique designs, high-quality craftsmanship and inspiring stories about the people who make them.

In her talk from TDC Global, Julia invites you to learn more about the challenges of smaller shippers – as well as ways the industry can overcome those.

Duncan Licence, VP Global Solutions and New Products, Metapack – Creating loyalty through the post-purchase engagement

Retailers and brands need to reconsider the transactional relationships they have with their customers if they are to keep those customers coming back. Figuring out how to use post-purchase engagement to meet customers expectations and to create loyal customers is critical for creating a sustainable business.

In this recorded session from TDC Global, Join Duncan Licence for insight into post-purchase loyalty, original research on consumer expectations and Metapack’s plans in this space.

Session 4 – Panel Discussion & Closing Remarks

Who Owns the Relationship with the Customer? – Chaired by Zoë Schouten, Pre Sales Manager, Metapack

This panel will address who owns the customer relationship: the brand, the retailer or the marketplace? And what is the role of the carrier: should they be building direct customer relationships?


  • Philippe Hemard, Founder, PHC
  • Tim Jones, Director of Marketing, DPD
  • Martijn de Lange, CEO, Hermes
  • Klaus Goeldenbot, Chief Executive, Nisbets PLC
  • Alex Vassiliev, Chief International Officer, Yandex Market

Closing Remarks – John Clem, General Manager, Metapack

In this recorded session from TDC Global, you can hear the closing remarks from John Clem, General Manager, Metapack and Chief Product & Strategy Officer,