Overview

***Delivery Summit is now Delivery Week, broadcast as a series of live webinars across 5 days - 18 - 22 May***

Delivery Week brings you IMRG’s latest research into the different kinds of delivery and returns offers that retailers have in place, and how they have responded to the Coronavirus outbreak.

Delivered through five hour-long webinars across five days, Delivery Week is all about looking forward – taking what we’ve learnt during this crisis and debating how the delivery and returns infrastructure needs to be rethought so the industry can continue to trade during potential future Coronavirus-related lockdowns.

Our data-informed insight is intended to give you the insight you need to optimise your delivery proposition for success during this period of immense upheaval.

Attendees will learn:

  • How delivery propositions need to change following the Coronavirus crisis
  • How customer expectations are changing
  • How delivery can be utilised as a conversion driver
  • What we learnt about returns from the Coronavirus crisis

The Delivery Week is a must-view event for retailers interested in how they can evolve their delivery options to maximise financial return for the business during times of crisis.

All Delivery Week webinars will take place from 14:00 till 15:00.

Keep scrolling to see our Keynote Speakers and Agenda.

Keynote Speakers

  • Lana Jackson

    Lana Jackson

    Supply Chain Director | Moo.com

  • 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

    Former 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.

Register now

 

 

Agenda

Delivery Week Agenda

Part 1: What did we learn about delivery from the Coronavirus outbreak? Pt 1 - Andy Mulcahy, Strategy and Insight Director, IMRG


How has delivery coped with the coronavirus outbreak so far? IMRG looked at the delivery propositions for 300 retailers and measured which options they offered, including how those options were amended and restricted. What did this tell us about how these propositions need to be managed over the coming months? How can the supply chain get back up and running properly?



Part 2: Insight from Avalara



Part 3: Quickfire presentations: How can customer experience be managed during a crisis?


  • Matthew Furneaux, Global Commercial Director, Loqate, a GBG Solution
  • Shiran Liyanage, Head of Commercial, Reply Logistics
  • Sarah MacDonald, Northern EMEA Regional Marketing Manager, Magento, an Adobe Company 



Part 4: What we learnt about managing delivery during a crisis – Chris Haighton, Head of Outbound Logistics, The Very Group



Part 5: Quickfire presentations: Adapting delivery propositions in light of Coronavirus


  • Karen Bomber, Director of Vertical Marketing, Productivity Products, Honeywell - How Honeywell is helping retailers during social distancing



Part 6: Q&A

Part 1: What did we learn about delivery from the Coronavirus outbreak? Pt 2 - Andy Mulcahy, Strategy and Insight Director, IMRG


What are the longer-term questions that arise from the huge disruption COVID-19 has caused to our daily lives? What are the big questions that retailers and fulfilment-providers need to be addressing?



Part 2: Insight from Avalara



Part 3: Quickfire presentations: How can customer experience be managed during a crisis?


  • James Scutt, Head of Customer Experience Strategy and Deployment, Post Office
  • Rebecca Hope, Head of Parcel Specialists, Royal Mail



Part 4: What our customers told us during the Coronavirus outbreak - Rosie Duffy, Head of Customer Care and Sarah Garvin, Head of Logistics, Amara



Part 5: Quickfire presentations: Adapting delivery propositions in light of Coronavirus


  • Andrew Turner, Head of Development for Home and eFulfilment, Wincanton



Part 6: Q&A

Part 1: How has Coronavirus impacted customer expectations? – Andy Mulcahy, Strategy and Insight Director, IMRG


Prior to the outbreak customer expectation around delivery seemed to be getting ever-more demanding around speed and convenience. Over the past few months both of those have been heavily restricted – will expectation change accordingly, or revert as soon as we understand what the new normal looks like?



Part 2: Insight from Avalara



Part 3: Quickfire presentations: Meeting customer expectations through delivery excellence


  • Steve Allen, VP Sales UK&I, Metapack - How can you create a superior delivery experience within the COVID era, and retain new customers beyond?



Part 4: Retailer panel – Managing customer experience during a crisis


  • Lana Jackson, Supply Chain Director, Moo.com
  • Caroline James, Head of Logistics, Feelunique


Part 5: Quickfire presentations: Meeting customer expectations through delivery excellence 

  • Jacob Gillis, UK Client Partnership Manager, parcelLab - How retailers can match and surpass their customers’ expectations through premium post-checkout services.



Part 6: Q&A

Part 1: Weekly online retail sales update – Matthew Walsh, Director of Retail and Data, IMRG


How has the online market performed over the previous week and what do the patterns of activity tell us about delivery? How have orders been distributed across the various product categories during the outbreak?



Part 2: Insight from Avalara



Part 3: Quickfire presentations: Meeting customer expectations through delivery excellence


  • Rory O’Connor, CEO, Scurri



Part 4: Before, during, after – the role of communication in delivery during a crisis - Guy Meisl, Former Supply Chain Director, Deckers



Part 5: Quickfire presentations: How can retailers optimise their returns processes?


  • Charlotte Monk-Chipman, Marketing Director, ReBOUND Returns



Part 6: Andy Mulcahy conclusion



Part 1: How will click and collect evolve following Coronavirus? - IMRG and Vaimo / Adobe


How is the click and collect infrastructure currently set up around the UK and what changes might we see to its usage following the COVID-19 outbreak?



Part 2: Insight from Avalara



Part 3: Quickfire presentations: How can retailers optimise their returns processes?


  • Jonathan Hsieh, Senior Product Marketing Manager, Forter



Part 4: What did we learn about returns from the Coronavirus outbreak? - Andy Mulcahy, Strategy and Insight Director, IMRG


How is the returns infrastructure currently set up around the UK, and how did retailers adapt their returns propositions during the COVID-19 outbreak? What does it mean for the returns options retailers offer in the longer-term?



Part 5: Key Takeaways


  • With Conor McGrath, Head of Clients, UK&Nordics, parcelLab



Headline Sponsors:
  • Avalara
Event Sponsors:
  • Vaimo
  • Magento, an Adobe Company
  • parcelLab

Register Below

Event Date 22nd May 2020 to 22nd May 2020
Event Time 14:00 to 15:00 Daily
Location Online

Headline Sponsor