Agenda
Trends and insights to place you at the forefront of ecommerce strategy and set the tone for a successful 2025
FEB 11
Royal Lancaster
Hotel
London
Themes
08:00 – 09:20
Registration and Welcome Coffee – Exhibition Opens
Morning Plenary – Ballroom
09:30 – 09:40
Welcome to The Delivery Conference 2025
Auctane’s CEO, Al Ko, welcomes attendees to this year’s event. As we enter 2025, a quarter of the way into the century, it’s time to reflect on the rapid changes in the shipping and logistics industries and the continued evolution of ecommerce. In today’s program, we’re focused on building resilient logistics operations and adopting the innovations that will help brands endure into the next quarter century and beyond.
Al Ko
CEO
Auctane
09:40 – 10:20
The Next Quarter Century: Facing an Ecommerce Inflection Point
During this session, we’ll present pivotal insights from our annual Ecommerce Delivery Benchmark Report. Richard Lim will share new data demonstrating that ecommerce growth has reached pre-pandemic levels and highlighting the need for retailers to compete for their customers’ continued support, with an emphasis on the elements of the ecommerce shopping and delivery experience that give retailers a leg up among consumers and an eye on the long-term trends shaping the industry in the coming decades.
Richard Lim
CEO
Retail Economics
10:20 – 10:45
Preparing for the Unexpected: Disruption of the Future
What will future threats of disruption look like? How will customer expectations continue to evolve? What can businesses do to future-proof their operations? In this panel discussion, we’ll learn from industry leaders about the trajectory of the logistics industry.
David James
Group Supply Chain Director
Boohoo Group
Charlotte Bunney
Director of Customer Experience
DPD UK
Jo Causon
CEO
Institute of Customer Service
Richard Lim
CEO
Retail Economics
10:45 -11:30
Morning Coffee Break – Exhibition Hall
11:30 – 12:00
Session hosted by Quadient
Gary Winter
VP Global Strategic Initiatives
12:00 – 12:30
TBD
12:30 – 13:00
Session hosted by Uber Direct
Mia Yamaguchi
Retail Development Lead
Track 4 DISCOVERY THEATRE
11:30 – 12:15
Building a Resilient Logistics Operation
What does it take for retailers to successfully operate for decades — or even centuries? What can we learn from some of the UK’s most enduring retailers, and what are the investments they’re making to prepare their operations for the demands of tomorrow? In this session, we’ll take a close look at operations that have been built to play the long game.
Katie Searles
Editor of DeliveryX and Internet Retailing
Internet Retailing Media Services
11:30 – 12:00
Session hosted by Quadient
Gary Winter
VP Global Strategic Initiatives
Parcel Pending by Quadient
12:15 – 13:00
Lessons from Peak Season 2024
In this session, we’ll dig into Metapack data from peak season, looking at peak performance beyond shipment volumes. How to deliver better at peak, postcodes, PUDOS, the impact of DDO, service levels, change requirements, no of carriers vs. performance etc.
Emma Clarke
Director of Product Management
Metapack Group
12:00 – 12:30
TBD
12:30 – 13:00
Session hosted by Uber Direct
Mia Yamaguchi
Retail Development Lead
Uber Direct
13:00 – 14:00
Lunch – Exhibition Hall
TRACK 1:UPGRADING YOUR CUSTOMER EXPERIENCE
TRACK 2:CARRIERS AND LOGISTICS INNOVATION
TRACK 3:NEXT-GEN LOGISTICS
TRACK 4:DISCOVERY THEATRE
14:00 – 14:30
TRACK 1
Leaving £34 Billion on The Table? Addressing Cart Abandonment
The checkout experience can make or break your customer’s experience. Customer satisfaction relies heavily on that defining step of the buyer’s journey. This session will explore the best tools and tactics to secure conversion and build a long-lasting, satisfied customer base.
TRACK 2
Optimizing Delivery Performance in Real-Time
Explore how to use data to optimize your delivery services: leverage it for structural decision-making, to identify dispatch mishaps, evaluate performance, anticipate exceptions and ensure you meet delivery promises and customer expectations.
Matthew Mitchell
Managing Director Global Sales – eCommerce
FedEx
TRACK 3
Recommerce: Retailers Adopting Marketplace Tactics
How to introduce second-hand shopping as part of your business model, including the main barriers and tactical strategies, and how to handle the delivery needs it generates.
TRACK 4
Session hosted by Amazon Shipping
14:30 – 15:00
TRACK 1
The Next Phase of Social Commerce
Learn how to unlock the potential of social commerce, poised for continued growth in the coming years. The session will explore how retailers can leverage social platforms to precisely target audiences, foster deep brand engagement, tap into community to generate sales, create frictionless buying journeys, and more. Empower your business with the right tools and data to accelerate your growth by meeting consumers in their social habitat and secure long-term customer loyalty.
Nora Zukauskaite
Integrated Marketing Director
TRACK 2
Delivery Resilience: Navigating Continuity with Innovation and Customer Focus
As disruptions grow more frequent, from geopolitical shifts to severe weather events, delivery networks face increased pressure to adapt and maintain service reliability. This panel will explore how innovative strategies, proactive monitoring, and customer-centric technologies help carriers and logistics partners navigate disruptions effectively. Discover how diverse approaches, like accessible delivery solutions and robust supply chain contingencies, enable sustained business continuity and high-quality service during challenging times.
Beth Chapman
Managing Director
Starlinks Global
Neil Kuschel
UK CEO
InPost
Niall Boyle
Business Development Director
Auctane
TRACK 3
Where To Next? New Market Expansion
Explore the next frontier of ecommerce in this session featuring insights from a leading marketplace. Discover emerging regions poised for growth, the challenges of expanding into new markets, and how businesses can strategically position themselves to capitalize on global ecommerce opportunities.
TRACK 4
Session hosted by Yodel
Mike Hancox
CEO
Yodel
15:00 – 15:30
TRACK 1
Raising the Bar: What Customers Now Demand from the Post-Purchase Experience
Which elements of the post-purchase experience have become standard practice? And what do customers want next? In this session, we’ll examine the relationship between the post-purchase experience and customer loyalty.
Katie Searles
Editor of DeliveryX and Internet Retailing
TRACK 2
The Generational Divide: Shifting Expectations for Delivery
In this session, we’ll explore how different generations’ expectations are reshaping ecommerce delivery. From speed and convenience to personalization, learn how brands are adapting their strategies to meet the evolving demands of younger and older consumers alike in today’s competitive market.
TRACK 3
Beyond the Chatbot: The Next Phase of AI Usage in Logistics
Discover how AI is transforming logistics in this forward-thinking session. Industry experts will delve into the next wave of AI applications, from predictive analytics and automation to optimizing supply chain efficiency, offering a glimpse into the future of smarter, more agile logistics operations.
Daniel Hulme
CEO
Satalia
TRACK 4
Delivering an outstanding cross-border experience
Customer experience is key to successful cross-border e-commerce, helping to build trust and loyalty. This session will explore how logistics can enhance the experience throughout the entire customer journey, from the initial transaction through to delivery and returns.
John Douglas
Program Owner
FedEx
15:30 – 16:00
Afternoon Coffee Break – Exhibition Hall
THE FUTURE OF ECOMMERCE
16:00 – 16:45
Keynote Presentation: Choose Your Attitude, It’s Not Magic It’s Mindset
Debra Searle, British adventurer, businesswoman, author and keynote speaker, will share how mindset and attitude are essential to achieving seemingly impossible goals and excelling during periods of change.
Debra Searle
Keynote Speaker
Shoal Projects Ltd
16:45 – 16:50
Closing Remarks
17:00 – 18:30
Exhibition Hall Drinks Reception
