IMRG Delivery Summit 2020


If you are a retailer who wants to understand the role that delivery could – and should – play in enhancing customer experience, the IMRG Delivery Summit is for you. At a time when retailers are under so much pressure from so many sides, this conference will provide you with the data-informed insight you need to optimise your delivery proposition for success.

Through a mix of IMRG data presentations, retailer keynotes and panels, attendees will learn how to:

  • Build delivery propositions that are appropriate for the 2020s
  • Use delivery as a customer experience differentiator
  • Utilise delivery as a conversion driver
  • Optimise returns processes

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.

Keep scrolling to see our Keynote Speakers, Agenda and Panel Sessions.

Or click here to register at the bottom of the page.

IMRG event policy on Coronavirus

Given the current outbreak of the Coronavirus, there are a few practical steps we are introducing to safeguard attendees at IMRG events and prevent its spread:

  • We will request that all attendees wash their hands upon entry to the event venue and we will endeavour to provide hand sanitiser.
  • Government advice is to maintain at least 1 metre (3 feet) of distance between yourself and other people
  • For roundtable dining events, we will space attendees out more than usual
  • We advise avoiding shaking hands; use alternative forms of formal greeting instead

Keynote Speakers

  • Lana Jackson

    Lana Jackson

    Supply Chain Director |

  • Chris Haighton

    Chris Haighton

    Head of Outbound Logistics | Shop Direct

    Chris has nearly 30 years’ experience in the logistics industry, specialising in e-commerce and home delivery. As head of logistics for The Very Group, he is responsible for one of the largest home delivery accounts in the UK, as well as the operational relationships with 300 drop ship vendors.
    He is passionate about delivering a great customer experience and an advocate for embedding great delivery and returns as a fundamental part of the e-commerce proposition.

  • Rosie Duffy

    Rosie Duffy

    Head of Customer Care | Amara

  • Guy Meisl

    Guy Meisl

    Supply Chain Director | Deckers

    A talented and ambitious logistics leader with extensive European experience and languages. A strategic thinker able to work holistically across a business and understand the impact of supply chain and distribution at a local level. Self-motivated with excellent negotiating and influencing skills resulting in successful conclusions of contracts, tenders and change management projects.

  • Caroline James | Feelunique

    Head of Logistics

    Caroline joined Feelunique in 2016, as Head of Logistics, responsible for all elements of Supply Chain and Operations. Feelunique is a leading online retailer of premium beauty products. Working within a highly competitive marketplace, Caroline is keen to drive operational excellence and innovation to ensure customer experience is enhanced.

  • 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.

  • Matthew Walsh

    Matthew Walsh

    Director of Data and Retail | IMRG

    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.

Click here to register at the bottom of the page.

Click here to register at the bottom of the page.


Panellists Confirmed:

How can retailers identify which delivery options they should offer, and how they should structure their overall proposition? This panel will debate the various options retailers can offer, to help retailers strike the right balance between speed, cost, convenience and efficiency.

Panellists confirmed:

Magento. an Adobe Company

Panellists Confirmed:

In this session, four experts who cover different areas of the customer experience each have five minutes to deliver insight on the role that delivery has to play in enhancing customer experience.

Panellists confirmed:

Matthew Furneaux, Global Commercial Director, Loqate, a GBG Solution
Shiran Liyanage, Head of Commercial, Reply Logistics
Mark Siviter, Managing Director, Mails and Retail, Post Office
Rebecca Hope, Head of Parcel Specialists, Royal Mail​

Panellists Confirmed:

The issue of receiving the things customers have purchased online has always been one of the biggest barriers to conversion. What positive role, then, can delivery play in providing reassurance and confidence to drive conversion up?

Panellists Confirmed:

Having to return an item purchased online necessarily brings a certain level of disappointment and / or inconvenience on the part of the customer. What can retailers and logistics providers do to make this process simple for the customer, while ensuring it does not detract from business profitability and efficiency?

Panellists confirmed:

Charlotte Monk-Chipman, Marketing Director, Rebound Returns

Event Sponsors:
  • SafeCharge, a Nuvei Company
  • Vaimo
  • Magento, an Adobe Company
  • GFS
  • parcelLab

Who Should Attend?

This event is open to retailers* and IMRG solution provider members at no charge**.  

*A retailer would be a high-street or B2C operation selling products or services, via a website with transactions completed fully, including payment, via any interactive channel, from any location.

**Non-member solution providers can attend for a cost; we will contact any registered to notify them of cost of access, otherwise their registration will be cancelled.

Where Is It?

Google Maps

One America Square, Crosswall Road, London

17, One Crosswall, America Square, London EC3N 2LB

Register Below

Event Date 20th May 2020 to 20th May 2020
Event Time 08:30 to 17:00
Location 1 America Square

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