eTail Fulfilment & Returns 2018

11 - 12 September, 2018

Hilton London Canary Wharf

44 (0) 207.368.9894

Agenda Day 2

8:00 am - 8:45 am COFFEE AND REGISTRATION

8:45 am - 8:50 am Welcome comments

8:50 am - 9:00 am Chair’s Opening Remarks

Returns: Converting a Nightmare Into an Opportunity

9:00 am - 9:20 am KEYNOTE More goods are coming back and costs are spiraling – how can you convert the challenge of returns to your advantage?

Martin Austermann - Director Global Logistics 3PL Strategy and Procurement Adidas
·         How can retailers balance their need to expand online with the complexity and cost of returns management: What is the best way to set up your return program?
·         How to create strategies to speed up returns processing and facilitate quick  integration into company´s inventory
·         Creating shared returns handling centers on the edge of the cities in order to make the return process more agile
·         How to overcome the challenge of managing international returns
·         Do retailers need to start collaborating to tackle returns more efficiently?
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Martin Austermann

Director Global Logistics 3PL Strategy and Procurement
Adidas

9:20 am - 9:40 am CASE STUDY Returns, a key to perform on the French market: Critical success factors for developing an easy and convenient returns policy that lives up to customer expectations

Stuart Foster - International Sales Manager La Poste Group
·         How to provide stronger return package tracking and refund transparency to reduce shoppers concern during the return process?
·         How to build a returns strategy that is both cost effective and meets customers needs
·         How to make our return policy not too restrictive in order to enhance our customers return experience
·         How to make sure that we get the first return experience right
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Stuart Foster

International Sales Manager
La Poste Group

9:40 am - 10:20 am INTERACTIVE AUDIENCE BENCHMARKING How to maintain control and visibility of your returns while offering customers multiple return options

David Grant - Professor of Logistics University of Hull
  • How to maintain control and visibility of your returns while offering customers multiple return
  • How to achieve total visibility of every return transaction worldwide, giving customer service teams a powerful tool to monitor returns activity
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David Grant

Professor of Logistics
University of Hull

10:20 am - 10:40 am CASE STUDY How to achieve total visibility of every return transaction worldwide, giving customer service teams a powerful tool to monitor returns activity

Graham Best - CEO and Co-Founder ReBOUND Returns
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Graham Best

CEO and Co-Founder
ReBOUND Returns

10:40 am - 11:20 am COFFEE & NETWORKING BREAK

TRACK A – Customer Experience Focus

11:20 am - 12:00 pm CASE STUDY INTERACTIVE How to deliver consistent CX in the new omnichannel world where offline and online purchasing are merging
Shrabani Mohanty - eCommerce Delivery Director Marks & Spencer
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Shrabani Mohanty

eCommerce Delivery Director
Marks & Spencer

TRACK A – Customer Experience Focus

12:00 pm - 12:40 pm CASE STUDY INTERACTIVE Aligning customer experience and fulfilment reality: How do we put the customer at the heart of everything we do while maintaining margins?
Jon Ford - Head of Logistics and Delivery Experience eBay
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Jon Ford

Head of Logistics and Delivery Experience
eBay

TRACK B – Transforming Last Mile Logistics

11:20 am - 12:00 pm CASE STUDY INTERACTIVE Carrier Collaboration: How to give your carriers the best chance to deliver the experience promised to your customers
Heather Ellis - Head of Distribution Mamas & Papas
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Heather Ellis

Head of Distribution
Mamas & Papas

TRACK B – Transforming Last Mile Logistics

12:00 pm - 12:40 pm CASE STUDY INTERACTIVE Practical ways to improve the customer’s tracking experience from checkout to delivery in order to drive customer loyalty and increase sales
Matthieu Paulssen - Head of Warehouse Operations Navabi
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Matthieu Paulssen

Head of Warehouse Operations
Navabi

TRACK C – Interactive Working Groups

11:20 am - 12:20 pm LAST MILE WORKSHOP MetaPack case study on Mastering Customer Expectations with Delivery Options
Rob Minns - VP Sales MetaPack
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Rob Minns

VP Sales
MetaPack

12:40 pm - 1:40 pm LUNCH

TRACK A – Targeting European Expansion

1:40 pm - 2:20 pm CASE STUDY INTERACTIVE Ensuring your back office structures will support and maintain customer service and delivery standards during expansion

TRACK A – Targeting European Expansion

2:20 pm - 3:00 pm CASE STUDY INTERACTIVE Inside DeFacto’s rapid expansion at home and abroad: key lessons learned and pitfalls to avoid
Cenk Karapinar - Chief Supply Chain Officer DeFacto
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Cenk Karapinar

Chief Supply Chain Officer
DeFacto

TRACK B – Returns & Customer Experience

1:40 pm - 2:20 pm CASE STUDY INTERACTIVE How to influence returns behavior through customer segmentation
Michelle Street - Head of Operations and Service Delivery The Jewellery Channel
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Michelle Street

Head of Operations and Service Delivery
The Jewellery Channel

TRACK B – Returns & Customer Experience

2:20 pm - 3:00 pm CASE STUDY INTERACTIVE Managing the customer’s moment of truth in e-commerce
Andrew Seirlis - Head of Supply Chain Groupon
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Andrew Seirlis

Head of Supply Chain
Groupon

TTRACK C – Interactive Working Groups

1:40 pm - 3:00 pm ROUTE OPTIMIZATION WORKSHOP How to use route optimization software to reduce logistics costs and increase delivery speed

3:00 pm - 3:30 pm CLOSING KEYNOTE The holy grail of home delivery: Evaluating the capabilities of current drone technology and how you can practically incorporate it in your existing operations

Michael Gadd - Head of International Regulatory Affairs Altitude Angel Drones
·         What is the reality of using drones in the supply chain? Are they a credible option?
·         In which step of the logistics can we get advantage of using drones nowadays?
·         How drones can transform parcel delivery to speed up last mile and cut cost?
·         The challenge of overcoming drone regulations barriers, technical issues and consumer acceptance
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Michael Gadd

Head of International Regulatory Affairs
Altitude Angel Drones

3:30 pm - 3:35 pm Chair’s Closing Remarks and End of Conference