Internet Retailing Expo 27 - 28 April 2016 NEC birmingham
Internet Retailing Expo 2017


Multichannel Fulfilment
  Does your delivery service meet your customers’ expectations? Delivery is one of the most important parts of the multichannel process and a challenge for retailers to get it right and keep customers happy. The anytime anywhere customer knows what she wants and expects a range of delivery options to choose from. Find out how retailers can manage the operational challenges to ensure speedy delivery and collection in the Multichannel Fulfilment conference.


10.40 - 11.10


Opening Keynote Address:Delivering In-Store – making the multichannel customer experience work!

During his 20 years at the forefront of B2C Logistics, Walter has worked with most of the major retail organisations in the UK and brought that experience towards developing the multi-channel proposition within one of the country’s most iconic businesses, Mothercare. Join Walter as he deep dives into what he feels are the key drivers for operational success and a winning multichannel, customer experience.

Walter Blackwood, Former Director-Group Logistics, Mothercare


    11.15 - 11.45


    Engaging Your Staff to Fulfill and Deliver the Online Promise

    Hear how A Suit that Fits is leveraging in-store staff to drive successful delivery and customer satisfaction. How is this strategy evolving to meet new and growing customer demands and what are the results?

    David Hathiramani, CEO & Co-Founder, A Suit that Fits


    11.50 - 12.20


    Q&A: Linking Click and Collect to a Better Customer Experience

    How should retailers build an effective click-and-collect strategy? Gain insight on how too deliver long-term business success, how change can be implemented in a multichannel retail environment, and how retailers can harness the opportunities presented with click and collect.

    Will Lockie Programme Head – Multichannel, Evans Cycles


    13.05 - 13.45


    Panel Discussion: Convenience v Flexibility v Free/Paid for Delivery and Returns – delving into the minds of the consumer to serve them better

    Last mile delivery is a key driver shaping the growth of eCommerce and the omnichannel retail economy. Expectations for deliveries are on the rise. What are the future opportunities? How can costs be reduced? Where is the ROI? More importantly – what do customers really want?

    Dave Crellin, Head of Online Operations Development, Sainsbury’s

    Lana Jackson, Head of Customer Proposition and Delivery, New Look

    Walter Blackwood, Former Director-Group Logistics, Mothercare


    13.50 - 14.20


    Air Traffic Control for Parcels: how improved visibility of a delivery network can help retailers manage their business more effectively

    With trillions of £’s in business flying around the world as parcels, you need a system as sophisticated as air traffic control to keep track. wnControlTower. It should be on your radar.

    Jonathan Matchett, UK Managing Director, wnDirect


    14.45 - 15.15


    Is Final Mile e-Retail Sustainable, - a 2020 Business Model

    Carl Lomas, Chairman, Institute of Couriers


    15.20 - 15.50


    Closing Keynote Q&A: Connecting the Dots Between Supply Chain and Customer Experience

    Retail channel mix requirements and service demands are changing. Customers no longer think in channels expecting a seamless experience regardless of the channel. Does your delivery and fulfillment strategy align with shifting and dynamic channel mixes? What is the next big thing in customer delivery?

    Richard Locke, Head of Merchandising and Analytics – General Merchandise, Ocado