A plenary session on "The Strategy" will give you a glimpse into the inner workings of the retail boardroom where the most innovative supply chain leaders are playing a pivotal role in reinventing traditional operational structures to convert the latest demands of the ‘always on’, ‘anytime’ anywhere; consumer into a competitve opportunity! Far too often, the ‘RetailCraft’ within the supply chain is not explored outside its own silo; however, this track will showcase how the UK’s retail trailblazers are challenging, flexing and adapting traditional organisational structures and breaking outdated operational moulds to seize and prosper from new opportunities for innovation and growth.

09.00-09:20 Registration and Coffee

09.20-09:30 Chairman’s Introduction Ian Jindal, Co-Founder, Editor-in-Chief, InternetRetailing


09.30-10:00 Opening Keynote Q&A: Turning Traditional Logistics Models on their Head to Provide Delivery Solutions for the ‘’Anytime, Anywhere” Consumer

Delivery is a key driver shaping the growth of eCommerce and the omni-channel retail economy. Expectations for speedier, more flexible, delivery are on the rise, with an increasing preference for same day delivery by many consumers. Where are the future opportunities? How can costs be reduced? Where is the ROI and how are traditional models being reshaped to address new demands?

Ben Farrell, Head of Central Operations and Transport, John Lewis

10.00-10:30 Fulfilling Customer Demands – getting to the root of what customers want, how they want it and knowing where to invest to deliver success

Investing in back office systems designed to support orders and fulfillment is vital for retailers competing to match delivery imperatives with joined up, multichannel customer options and capabilities. What are the costs and potential benefits? Where do you start when mapping a blueprint designed to gain buy-in from key decision makersand staff?

Katie McQuaid, Director-Fulfillment, Amazon


10.30 – 11.00 – Coffee and Networking Break



The Availability stream will examine how the rapid growth of online retail has impacted traditional infrastructure revealing new approaches for achieving efficiency, responsiveness and agility. Migration to online shopping has forced retailers to restructure operations, models and relationships with customers and suppliers in order to achieve a robust and competitive supply chain.

In this track, delegates will hear, first-hand how leading retailers are getting to grips with the latest technology and operational strategies designed to increase growth by gaining first-hand insights into key topics including: omnichannel, international growth and delivery, big data, sourcing, returns management and collaborative working. This conference will get to the heart of what is needed to improve operational effectiveness in the omnichannel today.



Sponsor Session: Royal Mail

Transforming Royal Mail to thrive in the modern environment

Royal Mail has been busy transforming their parcel business, making big changes across their network, progressing with one of the biggest technology transformations in UK parcels history, to ensure the best possible service to their customers by investing in IT, technology processes and a range of exciting new initiatives to expand capabilities and deliver better services and improved efficiency. In this session, you’ll hear how this transformation and the development of Royal Mail’s parcel services can help you expand your business in the UK and overseas.

Roger Morris, Head of Royal Mail Parcels, Royal Mail

11.35-12.05 Click and Collect the M&S Way!

What types of delivery services are available from M&S, and how successful are they? Ricky will look at how M&S is working to ensure consumers have access to their purchases on time. He will also reveal how M&S is using click & collect to meet and exceed new customer demands.

Ricky Wilson, Head of Operations, M&S

12.10 – 12.40 – Interactive Roundtable Discussions

Streamlining your organisation to achieve profitable availability each and every day, whilst also being adaptable and responsive to changing conditions is no mean feat.

These brand new roundtable discussions will bring together the brightest minds to share successes, admit to failures (off the record!) and challenge conventional thinking.

Click here to see roundtables


12.40 – 13.40 – Lunch and Networking Break






14.15-14.45 Retail Returns as a Business Opportunity – new models for service innovation and profitability

Multichannel aftersales management can be disastrous to the bottom line, customer experience and back room operations and practices.  How can robust strategies for returns management be used as a vehicle  to enhance customer communications and connections? Can impact on the bottom line be reduced with effective back office management? How can innovative approached increase customer satisfaction and how can this be quantified?

Vinesh Patel, Mobile Operations, Sky

14.45 – 15.15 – Coffee and Networking Break

Closing Plenary Sessions: Strategy

15.15-15.45 How Agile is Your Supply Chain – 5 Things Every Retailer Should Know to Maximise Performance!

How Agile is your supply chain and how can you maximise performance? Take advantage of the opportunity to hear straight from an industry veteran, how to grow and transform your business by increasing supply chain effectiveness!

Walter Blackwood, ‎Omni Channel Logistics Expert – ‎W&MB Consulting Ltd, and Former Logistics Director, Mothercare

15.45-16.15 Making the Case for Successful Delivery

Presenting the findings of the IMRG Blackbay 2016 UK Valuing Home Delivery Review which examines the costs associated with failing to meet customer’s expectations for 1st time, on time every time delivery

Andrew Starkey, Head of e-Logistics, IMRG

16.15-16.45 Redefining Operational Frameworks and Organisational Structures to Cash in on International Growth Opportunities

Online shopping is a lifestyle for Chinese consumers…..and all eyes are on China and the retail growth opportunities available in this retail hotspot! Hear first hand, from a leading retailer in China how to grow your business in China – what do customers really want and how can you hone your supply chain for the competitive edge?

Leah Zhang, International Business Development, Alibaba

17.00 PM – FREE exhibitions & Conference closes
17.00 to 20.00 PM – Post conference cocktail party

Internet Retailing Magazine is published bimonthly and takes a commercial, robust and uncompromising view of the developments, trends, issues.

eDelivery Magazine is published quarterly and supplements the year round coverage online at edelivery.net with longer, in-depth features and sustained analysis.

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This event is owned by:

Internet Retailing Events Ltd, Part of the Clarion Events Group ,2nd Floor, 52-54 Gracechurch Street, London