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Achieving excellence in light of the pandemic and Brexit

In March 2020, COVID suddenly enforced an unplanned peak on the delivery network as the UK entered its first lockdown. But the surge in online volume continued, even after lockdown was lifted, culminating in a huge Black Friday and peak period.

Now, as 2021 brings a new phase of the pandemic, expert speakers at the IMRG Delivery Summit assess the changes – both to volume and process – bought about by the twin disrupters of COVID and Brexit, to debate how operations are evolving in response to these challenges.

Agenda

Theatre Sponsor - Scurri



09:30 - 09:40: How are online order volumes correlating with sales revenue? Pt 1 - Andy Mulcahy, Strategy and Insight Director, IMRG
For the first time, IMRG have broken out an index focusing specifically on online order volumes, to run alongside the sales revenue. Do they correlate closely together and which parts of the year see the biggest gaps and why?



09:40 - 09:50: Post Brexit Tax and Customs Insight with Avalara



09:50 - 10:05: Retail Keynote: Karl Harwood, Head of Logistics at Missguided and InPost

   


10:05 - 10:15: Insight on achieving operational excellence - speaker TBC


10:15 - 10:25: How are online order volumes correlating with sales revenue? Pt 2 - Andy Mulcahy, Strategy and Insight Director, IMRG
For the first time, IMRG have broken out an index focusing specifically on online order volumes, to run alongside the sales revenue. Do they correlate closely together and which parts of the year see the biggest gaps and why?



10:25 - 10:45: Panel: Dealing with higher volumes efficiently with Steve Sneath, Sales Director at Intersoft - Other Panellists TBC
What are the challenges of processing massively-increased online volumes and how are businesses adapting to:


  • Challenges in warehousing and distribution
  • Shifts in the returns options customers use
  • Mitigating the likely negative environmental impact


10:45 - 10:55: Achieving Operational Excellence with Scurri


10:55 - 11:05: Which returns propositions are the most effective? Pt I – Matthew Walsh, Director of Data and Retail, IMRG
In a new study focussing on Returns, IMRG have looked at how retailers approach returns and which elements of their offer achieve the best results.
In part 1 we will be revealing the market benchmarks for Returns across different product categories and for pureplay and multichannel retailers. Plus we’ll look at how retailers changed their returns policy during COVID.


11:05 - 11:20: What is the true cost of failed deliveries? with Wincanton
IMRG have modelled multiple scenarios to come up with estimates as to how much failed deliveries cost industry – from a retailer, carrier and customer perspective. In this session, find out where the biggest losses are and how those costs have changed over recent years.



11:20 - 11:35: Retailer Q&A with Asda Logistics Services - Innovation in fulfilment and parcel services - Paul Anastasiou, Senior Director – Parcel Services and Logistics Technology
In this session, you will get a view of the operational developments Asda Logistics Services have been working on recently in order to service its customers in a rapidly-changing environment, plus future plans and innovations.

11:35 - 11:45: The need for a renewed focus on retailers’ supply chain efficiency with Capgemini



11:45 - 11:55: How has Brexit influenced cross-border demand? - Andy Mulcahy, Strategy and Insight Director, IMRG
Looking at data in the IMRG Global-e Cross-Border Index, tracking online sales growth from UK retail sites to cross-border destinations, we will show how demand has shifted across Q1 of 2021 as the Brexit deal came into force.



11:55 - 12:20: Panel: ‘Frictionless’ trade into Europe…and beyond?
The experience of selling into the EU post-Brexit deal threw up a number of issues for businesses initially; where are we now?

  • What issues are businesses encountering post-Brexit
  • How can the issues be overcome?
  • Where are opportunities popping up?

15:30 - 17:30: Directors Beer & Ale Club - Invitation Only - Sponsored by Scurri


09:30 - 09:40: Which returns propositions are the most effective? Pt II – Matthew Walsh, Director of Data and Retail, IMRG

Part 2 of IMRGs new study into returns will reveal insights on how long customers usually take to return items and how that correlates to retailers policy durations. Plus, data on the difficult topic of multiple size orders will be revealed and we’ll be exploring how different payment methods will impact your return rate.



09:40 - 09:50: Insight on improving the delivery experience - Speaker TBC


09:50 - 10:10: Retail Keynote - Neil McLauchlan, Director UK Shipping and Logistics at eBay



10:10 - 10:20: Insight on improving the delivery experience with Avalara



10:20 - 10:30: Which returns propositions are the most effective? Pt III – Matthew Walsh, Director of Data and Retail, IMRG

In the final Part of IMRGs new Returns study, we’ll be comparing the different tactics and functionalities retailers employ on their websites to try and alleviate returns. The study will reveal the individual return rates of 30 retailers alongside their website propositions -providing insights into which measures help reduce returns.



10:30 - 10:50: Panel: What has happened to customer experience? with Laura Gee, Content Marketing Manager at ReBOUND Returns and Sean Sherwin-Smith, General Manager - Post Purchase at HelloDone - Other Panellists TBC
The pandemic has been very disruptive, but there seems a good chance it will be bought under control in 2021; what will constitute the best experience for customers:


  • Speed and cost of delivery
  • The importance of clear communication
  • How will the doorstep experience evolve?
   

10:50 - 11:00: Where should retailers focus attention to improve environmental performance? with IMRG
What do customers say about their perceptions of online retailers and their environmental performance? In this session we will reveal the results of a survey into attitudes and assess how retailers should respond and focus their attention.


11:00 - 11:10: How do retailers structure their delivery propositions? Pt I - Andy Mulcahy, Strategy and Insight Director, IMRG
IMRG have been tracking the websites of 300 retailers since the COVID outbreak. This session will look at which delivery and returns options they offer, and cross-reference with performance.


11:10 - 11:20: Insight on improving the delivery experience - Speaker TBC

11:20 - 11:35: Retailer Q&A with Decathlon – Why we offer 365-day returns - Charles-Emmanuel Nelis, Head of Digital at Decathlon UK
Find out the strategic reasons that underpin offering a long returns period to customers, the advantages from an acquisition and retention perspective, and the challenges involved.


11:35 - 11:45: How do retailers structure their delivery propositions? Pt II - Andy Mulcahy, Strategy and Insight Director, IMRG
IMRG have been tracking the websites of 300 retailers since the COVID outbreak. This session will look at which delivery and returns options they offer, and cross-reference with performance.


11:45 - 11:55: Insight on improving the delivery experience - Speaker TBC

11:55 - 12:15: Panel: Optimising the channel mix
The pandemic made some delivery options (such as C&C) less viable, while forcing retailers to quickly adapt elements of their distribution model:

  • Will C&C be as popular post-pandemic as it was before?
  • Has fulfil from store become a stronger option?
  • In which ways has distribution been changed forever by the pandemic?


15:30 - 17:30: Directors Lunch - Invitation Only - Sponsored by Avalara

Keynote Speakers

  • Charles-Emmanuel Nelis

    Charles-Emmanuel Nelis

    Head of Digital | Decathlon UK

  • Neil McLauchlan

    Neil McLauchlan

    Director UK Shipping and Logistics | eBay

Click here to register

 

Headline Sponsors:
  • Avalara
Event Sponsors:
  • Scurri

Register Below

Event Date 21st Apr 2021 to 22nd Apr 2021
Event Time 09:30 - 12:15 daily
Location Online

Headline Sponsor