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

Customer Experience Omnichannel Operational Efficiency Future of Delivery Cross-Border Ecommerce Sustainability

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 plc

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

Tapping Into the Purchase Power of Young Consumers with Smart Tech

Whether it’s TikTok Shop, Amazon Haul, or Facebook Marketplace, social commerce sales are growing rapidly – and it’s attracted the significant purchasing power of younger buyers. Businesses are now looking to strategic partnerships to get ahead of their competition and attract millennial and Gen Z customers. Join us as we share how retailers and other locations can maximise their space with smart tech to boost foot traffic and customer loyalty, as well as reduce investment risk and costs associated with returns and ecommerce initiatives.

Gary Winter VP Global Strategic Initiatives

Lee Graham Sales Director Europe

12:00 – 12:30

Session hosted by HIVED

Roger Hassan COO

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

Tapping Into the Purchase Power of Young Consumers with Smart Tech

Gary Winter VP Global Strategic Initiatives Parcel Pending by Quadient

Lee Graham Sales Director Europe 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

Session hosted by HIVED

Roger Hassan COO HIVED

12:30 – 13:00

Session hosted by Uber Direct

Mia Yamaguchi Retail Development Lead Uber Direct

13:00 – 14:00

Lunch – Exhibition Hall

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 The delivery difference: How Nature Spell improved its Trustpilot score from 1 to 4.2 stars

Join us for a fireside chat with Sach Gulati, Managing Director of Nature Spell, and Philip Ko of Amazon Shipping, as we explore how innovative delivery strategies can transform customer experience and brand loyalty. Learn how Nature Spell, in partnership with Amazon Shipping, dramatically improved its Trustpilot score from 1 to 4.2 stars, and increased repeat purchases to 25%. We’ll discuss the challenges Nature Spell faced, the solutions implemented, and the measurable impact on customer satisfaction and business growth. This session will offer valuable insights for e-commerce retailers looking to enhance their delivery capabilities and foster lasting customer relationships.

Philip Ko Head of Core Sales, UK Amazon Shipping

Sach Gulati Managing Director Nature Spell

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

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.

Tobi Buxhoidt Co-Founder and Chief Innovation Officer

Moderated by Katie Searles Editor of DeliveryX and Internet Retailing

TRACK 2 The Generational Divide: Tailoring Delivery for Lasting Customer Loyalty

Session: In this session, Amazon Shipping will share key insights from their latest EU research report with Retail Economics on consumer delivery trends and brand loyalty. We will delve into how different age group demographics – such as Gen Z and Millennials – influence online shopping behaviours and identify the groups with the greatest purchasing power. Learn how retailers can adapt their delivery strategies to meet the unique needs of their customers and foster lasting loyalty. Join us as we explore innovative delivery strategies that can differentiate your brand in a competitive marketplace.

Cheyney Cartwright Head of Commercial, UK Amazon Shipping

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