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
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Martin Austermann

Director Global Logistics 3PL Strategy and Procurement
Adidas

9:20 am - 9:40 am CASE STUDY Critical success factors for developing an easy and convenient returns policy that lives up to customer expectations

9:40 am - 10:20 am AUDIENCE ROUNDTABLE BENCHMARKING

David Grant, Professor of Logistics,University of Hull
1.Whose problem is this? How can eCommerce teams – from fulfilment to marketing - work together to engage customers and reduce returns?
2.How to maintain control and visibility of your returns while offering customers multiple return options

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David Grant

Professor of Logistics
University of Hull

10:20 am - 11:00 am COFFEE & NETWORKING BREAK

TRACK A – Customer Experience Focus

11:00 am - 11:40 am 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

11:40 am - 12:20 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

11:00 am - 11:40 am 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

11:40 am - 12:20 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

11:25 am - 12:25 pm REAL-TIME TRACK & TRACE BOARDROOM How to use real-time connectivity to ensure complete visibility and accurate information through the last mile

12:20 pm - 1:20 pm LUNCH

TRACK A – Targeting European Expansion

1:20 pm - 2:00 pm CASE STUDY INTERACTIVE Ensuring your back office structures will support and maintain customer service and delivery standards during expansion
Damien Poelhekke, Head of Benelux,Made.com
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Damien Poelhekke

Head of Benelux
Made.com

TRACK A – Targeting European Expansion

2:00 pm - 2:40 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

1:20 pm - 2:00 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

2:00 pm - 2:40 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

1:20 pm - 2:40 pm ROUTE OPTIMIZATION WORKSHOP How to use route optimization software to reduce logistics costs and increase delivery speed

2:40 pm - 3:10 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
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Michael Gadd

Head of International Regulatory Affairs
Altitude Angel Drones

3:10 pm - 3:15 pm Chair’s Closing Remarks and End of Conference