Overview Thanks to
Never has operational performance been more scrutinised. Consumers expect seamless delivery on their terms. How can this be enacted in a profitable and efficient fashion? How are working techniques and strategies amended across international borders? Ultimately how is an adaptive and coherent model of operating developed that suits specifically your company profile?
Topics will include; The Next Generation, labour versus technology, international cross border, transportation cost and capactity, returns strategy, customer satisfaction, and reputation in delivery.
Theatre 4

08.00 - 09.20

Registration & Networking


09.20 - 09.35

Chairperson’s Introduction

Chairman’s welcome

Peter Ward, Chief Executive, UK Warehousing Association


  • 09.35 - 10.05

    Reputation in Delivery

    How is Customer Loyalty Realised? Under what operational successes is customer loyalty built? In this presentation we will hear how a company has identified high performance areas with increased levels of loyalty and retention. What do consumers really value in terms of delivery and what makes them come back time and time again?

    Karen Gibson, Senior Manager – toyou Client Relationships at ASDA


  • 10.10 - 10.40

    Panel Discussion: 3PL

    Keeping Track With Innovative Retailers by Providing Bespoke Services: What do Modern Retailers Demand and How is This Fulfilled

    Jane Smith, Business Development Manager, CML (Core Management Logistics)

    Peter Ward, Chief Executive, UK Warehousing Association

    Karen Gibson, Senior Manager – toyou Client Relationships at ASDA

    Walter Blackwood, Omnichannel Logistics Expert , W&MB Consulting Ltd


  • 10:45 - 11:15


    A series of roundtables discuss pertinent issues around edelivery and fulfilment Innovating parcels and distribution services for future-proof online shopping and e-tailing demands. Please note, the Roundtables are only accessible to those holding a Retailer Delegate Pass. Click here to see all the roundtables available

    Andy Hill, Sales Director, Sorted Group

    Scott McGinley, Chief Commercial Officer, Dalepak Limited

    Jerrad Hampson, Sales Director, Smiths News


  • 11.15 - 12.00

    Coffee and Networking Break

    Have a well-earned coffee and network with your peers about the topics covered this morning


    12.00 - 12.30

    First year in UX: Lessons learnt and ones to share

    More details coming soon...

    Heena Tailor, User Experience Architect, John Lewis


  • 12.35 - 13.05

    Delivering Effective Customer Service and a Profit in the Multi-Channel World

    Growth in Retail Sales is increasingly dependent on effective ecommerce operations and customers expectations with regard to service grows every year. Sales are good but profit is essential to sustain businesses in the long term. This presentation will look to explore how organisations can balance the need for service and profitability through effective management of operations and stock.

    Walter Blackwood, Omnichannel Logistics Expert , W&MB Consulting Ltd


  • 13.05 - 13.35


    Join the conference chair and Bill Hopkins for an intimate Q&A session examining issues of fulfillment, ticketing, payments and customer service. Here how Trainline have continued to remain market leaders and expand their operations successfully.

    Bill Hopkins, Executive Director Operations and TOC Solutions, Trainline


  • 13.35 - 14.35



    14.35 - 15.05


    Click here to see all the workshops available


    15.05 - 16.15

    Coffee & Refreshments


    16.15 - 16.45


    Deliveroo have proven to be huge disrupters in the market. They have enjoyed a swift rise to the top and are probably operating on a smart phone near you. Hear Caroline’s perspective on the operational challenges and how she sees this progressing as the company grows even larger.

    Caroline Hazelhurst, Operations Director of UK/IE, Deliveroo