Delivery & Operations

Opening & Closing Plenary

Track 1

International & Innovation

Track 2

Delivery & Operations

Track 3

Customer & Engagement

Track 4

Beyond Channels

Overview

With the options for customer delivery rapidly growing and with some retailers even providing an hourly delivery option; delivery is fast becoming a key way to differentiate yourself from your competitors. The ‘Delivery & Operations’ track looks both at both final mile and operational excellence to drive market share through world class delivery. You’ll learn how can you meet customer expectations for same-day delivery whilst still remaining profitable and what an operational excellence strategy looks like leading up to and during peak trading periods.

Opening Plenary

See the full line-up here.

Henry Birch
Group Chief Executive Officer, Shop Direct

Henry Birch

Group Chief Executive Officer, Shop Direct

Henry joined Shop Direct in May 2018, having previously been chief executive officer of FTSE 250-
listed Rank Group plc. During his four years at Rank Group, Henry led the business through a widereaching
strategic overhaul to create the UK’s largest multichannel gaming operator. Prior to joining
Rank, Henry spent four years as CEO of William Hill Online, where he launched the company’s mobile
business. He started his career working in the House of Commons and holds an MBA from Stanford
Graduate School of Business.
As the UK’s largest integrated pureplay digital retailer and financial services provider, Shop Direct has
annual sales of £1.93 billion. Our brands are Very.co.uk, Littlewoods.com, VeryExclusive.co.uk and
LittlewoodsIreland.ie. We receive an average of more than 1.3 million website visits every day, with 69%
of online sales completed on mobile devices.
We exist to make good things easily accessible to more people. With our multi-category range of famous
brands, market-leading technology and data capabilities and unique financial services products offering
flexible ways to pay, we’re well placed to deliver on that promise.
We sell more than 1,800 famous brands, including big name labels and our own exclusive brands. We
have four million customers and deliver 49 million products every year. Our free click-and-collect service,
CollectPlus, delivers to 7,000 stores across the country, increasing ease and convenience for customers.

For more information on Shop Direct, visit www.shopdirect.com or follow us on Twitter at @ShopDirect.

Jonathan Wall
Chief Digital Officer, Missguided

Jonathan Wall

Chief Digital Officer, Missguided

Jonathan Wall began his e-commerce career at dabs.com when, in September 1999, the decision was taken to transform the IT catalogue mail order business. As marketing director, Jonathan and his team were instrumental to the success of Dabs online and helped dabs.com become one of the UK’s first and most successful pure-play online retailers. Jonathan was responsible for Product Management, E-Commerce and consumer sales and as an Executive Director reported directly to the founder and CEO.
In April 2006, dabs.com was sold to BT Retail and Jonathan helped with the integration of the business into BT and the transition of the BT Shop onto Dabs’ e-commerce platform.
Jonathan left Dabs in September 2008 after a successful transition period to become CEO at Flowersdirect.co.uk, one of the UK’s leading online florists. With its 900 member florists across the UK offering same day delivery of flowers and gifts, Flowersdirect was on its way to becoming established as a strong challenger to the established hierarchy in the floral sector and Jonathan oversaw a business transformation that included new business and e-commerce systems and the overhaul of the product offering.
In April 2010, Jonathan took on the role of Group e-commerce director at Shop Direct Group. With control of the commercial performance of the group’s websites, Jonathan’s expertise is being used to drive new visitors to the sites. Jonathan’s remit also includes the optimisation of these sites and improving conversion rates and visitor journeys. In July 2012 Jonathan took on the responsibility of development of the websites following the departure of the E-Commerce Development director and now looks after Web Development, Usability & the User Journey of
Shop Direct’s websites. After seeing the complete transformation of Shop Direct from a catalogue retailer to one of the UK’s leading Digital businesses Jonathan left Shop Direct in August 2017 to take on the role of Chief Digital Officer at Missguided and several Advisory and Non-Exec positions.

David Lloyd
Managing Director, UK & Nordics, Alibaba Group

David Lloyd

Managing Director, UK & Nordics, Alibaba Group

David Lloyd was appointed Managing Director for Alibaba Group in the UK, Ireland & Nordics in July 2017, having joined the business in October 2016 as Business Development Director. He is responsible for all business units across the three markets, however his primary responsibility lies in helping businesses across the UK, Ireland and Nordics understand and seize the opportunity that lies in wait for foreign brands in China.

He brings extensive knowledge of the retail and technology industries to the role, having spent nine years at Google UK working closely with UK retailers and overseeing the UK Retail and Technology sectors.

David holds a BA in English Literature and French from Oxford University and is a keen half marathon runner in his spare time.

Alex Hamilton
Head of Innovation Projects, Isobar

Alex Hamilton

Head of Innovation Projects, Isobar

Alex Hamilton is Head of Innovation at Isobar.

With a strong research background, he specialises in understanding the opportunities/challenges facing retailers and the role digital is playing in reshaping the industry.

Formerly Head of Research at Retail Week, Alex delivered bespoke research projects for a range of multinational clients, including Lego, Microsoft and Mastercard.

He joined from financial services firm IHS Markit where he worked as an Economist covering emerging Asia, with a focus on business developments in China.

He holds a First-Class degree in BSc Economics from the University of Sussex and is based in London.

Paul Sulyok
Founder & CEO, Green Man Gaming

Paul Sulyok

Founder & CEO, Green Man Gaming

Paul is the Founder and CEO of Green Man Gaming, an award-winning global eCommerce technology company in the video games industry. His disruptive innovation and entrepreneurship has driven Green Man Gaming’s fast growth success from a team of three working with just 26 publishers in 2010 to one of the largest multi-platform digital game retailers in the world today. From its headquarters in Kings Cross, London (UK), Green Man Gaming offers gamers in 195 countries a wide catalogue of digital games, a social platform for the community and a games publishing business. Leveraging its patented technology, Green Man Gaming also partners with game publishers and leading hardware manufacturers such as Intel® and Lenovo to support their marketing initiatives.

As an already distinguished business leader, Paul is passionate about raising the profile of British businesses and technology internationally. He also believes in the truly immersive and engaging power of video games as an unrivalled form of entertainment and strives to promote the benefits of the industry at every opportunity.

Before Green Man Gaming, Paul founded Prizefight, a hybrid of video games and betting, and built customised algorithmic trading engines for the cash equity markets.  He was also a management consultant, a banker and an Officer in HM Forces.

Ian Jindal
Co-founder and Editor in Chief, InternetRetailing

Ian Jindal

Co-founder and Editor in Chief, InternetRetailing

Ian Jindal is a consultant, publisher and advisor in eCommerce and multichannel retail. Ian , providing insight and research for Europe’s etailers and multichannel retailers (www.internetretailing.net).

Ian co-founded RetailX, researching performance in multichannel retail, brands and vendors. In 2015 InternetRetailing launched the UK Top500 ranking of retailers (IRUK) and in 2016 the first performance-based ranking of European’s retailers, (www.internetretailing.net/iruk) and (www.internetretailing.net/ireu)

Ian’s retail clients include Selfridges, House of Fraser, Marks & Spencer, John Lewis, Asda, Couturelab, Waitrose, De Bijenkorf, Kering, Disney, IKEA and Walgreens Boots Alliance. Previously Ian was Group eCommerce Director at Littlewoods Shop Direct, and Head of Online Operations at the BBC. Ian founded the European eCommerce Forum, is an Advisor to eCommerce Europe and authored the UK’s first MSc in Internet Retailing.

Roundtable sessions

Debate and gain insight from peers and practitioners in these open and intimate discussions on a topic of your choice. You can see a selection of the Moderators below.

These sessions are only for those with a Retailer Delegate Pass.

VIEW THE FULL ROUNDTABLE LINE-UP >

Alison Lancaster
Interim Digital Marketing Director, Fanatics (International)

Alison Lancaster

Interim Digital Marketing Director, Fanatics (International)

Alison is Interim Digital Marketing Director at Fanatics International – the International arm of the world’s largest omni-channel retailer of licensed sports merchandise and fan gear. Fanatics International offer best in-class e-commerce solutions to many of the world’s leading sports clubs and organisations such as  Manchester United, Chelsea, Real Madrid, Borussia Dortmund, Valencia, Olympique de Marseille; American Sports (NFL, NBA, NHL, MLS) and manages the omni-channel operations for Manchester City, Everton, Aston Villa;  F1, The Ryder Cup, Le Tour de France, England Rugby, WRU, It also operates it’s own branded Fanatics and Kitbag digital sites.  Alison is part of the executive leadership team based in Manchester, with rapidly expanding International offices in Japan, Germany and Spain. Fanatics HQ is in the USA.

Prior to joining Fanatics in June 2018, Alison spent two years at House of Fraser in various interim roles including Chief Customer Officer and Marketing Director.  Previous roles including the set up of JohnLewis.com and Debenhams.com; launching Fashion, Beauty and Home on Harrods.com, as well as working for numerous market leading lifestyle and specialist brands such as Charles Tyrwhitt, White Stuff, Bravissimo and Kiddicare.  Alison’s career in the omni-channel retailing, digital, data, advertising and marketing areas has also encompassed time at Europe’s largest designer outlet, McArthurGlen/SPG, Waitrose Wines, Morrisons Supermarkets and Bonmarché. Alison is passionate about retail innovation, customer experience, brands and all things digital!

Alison is an Ambassador for ‘Be Inspired’ and Women in Retail, previous Chair of the Direct Commerce Association, and holds a number of Advisory Board roles including a member of the eConsultancy Digital Advisory Board.

Alex Murray
Digital Director, Lidl

Alex Murray

Digital Director, Lidl

Alex Murray is Digital Director at Lidl, previously holding a number of ecommerce and multichannel roles at Waitrose, GAME and Berry Bros. & Rudd. He has 18 years digital experience, leading diverse teams through periods of rapid growth and transformation and is passionate about creating memorable digital experiences that drive customer advocacy and repeat business.

Sara Prowse
Chief Executive Officer, Hotter

Sara Prowse

Chief Executive Officer, Hotter

Over 25 years of multi-channel retail experience, spanning digital, online, mobile, catalogue, concession, department and fashion stores, both in the UK, US and Europe.

Customer and product focussed, with core experience in digital, direct marketing, merchandising, transformational change, strategy and leadership.

Sara joined Hotter at the beginning of 2016, with the remit to fix and stabilise a business that had gone through rapid growth but was starting to falter, and then step change the growth trajectory, with international expansion the key driver.

Sara’s early career was spent in merchandising at River Island and then Debenhams gaining buying and merchandising experience in clothing and footwear.

A career move in merchandising brought her to the North West, as Merchandising Director for GUS, where she led the clothing and footwear merchandising teams. Subsequently she went on to lead the integration of GUS and Littlewoods with Shop Direct the resulting business. Following this role in transformational change, she moved into marketing at Shop Direct as a Brand Director responsible for creating the brand isme, targeting the 50+ female consumer.

Her last role prior to joining Hotter was European Managing Director at Lands’ End, a classic American lifestyle brand targeting the more mature customer. Here she was responsible for modernising the business and leading its digital transformation in the UK, Germany, Austria and France.

Outside of work her passions include: Skiing, yoga, pilates, cookery, and retail therapy, with a real weakness for buying shoes!

Ash Roots
Chief Digital Officer (Services), Dixons Carphone

Ash Roots

Chief Digital Officer (Services), Dixons Carphone

Ash is a creative and commercial senior leader with more than 17 years of experience helping start-up and established companies take advantage of the internet to drive financial and customer goals.
Across websites, applications, social-media, mobile and digital content, he has been responsible for transforming businesses by creating great people orientated digital products and services.

Track Chair Introduction

Walter Blackwood
Omnichannel Logistics Expert

Walter Blackwood

Omnichannel Logistics Expert

Walter is well known within the UK Logistics industry having led the development as MD or CEO of three UK parcel delivery networks, Parcelnet (now Hermes), HDNL (now Yodel) and most recently Collect+. During his 20 years at the forefront of B2C Logistics he has worked with most of the major retail organisations in the UK and brought that experience towards developing the multi-channel proposition within one of the country’s most iconic businesses.

Tech Track Presentation | Final Mile

Session details coming soon.

Lunch and networking

Complimentary lunch not available to Visitor Pass Holders.

Performance Dimension Discussion | Final Mile

How Can You Meet Customer Expectations For Same-Day Delivery And Still Remain Profitable? 

 Key discussion point options:

  • What are customer expectations regarding same day delivery?
  • How should same day delivery be charged to the customer (if at all) to remain profitable?
  • What other delivery options should you offer in conjunction with same day delivery?
  • What new innovations are available to bring down the cost of same day delivery?
  • How will the demand for same day delivery develop over the next two years

Charlotte Briscall
Head Of Digital Experience, Group Digital, Sainsbury's

Charlotte Briscall

Head Of Digital Experience, Group Digital, Sainsbury's

Charlotte Briscall has been leading the Digital Experience team at Sainsbury’s since February 2014.

In this role Charlotte has built a digital experience capability covering ux, insights, research and delivery from zero to a team that now has design responsibility across the online groceries business, digital payments, retail labour management, HR services and Sainsbury’s Bank.

She studied Product Design at Brunel University and sits on the examination board for the Global Innovation Design masters at the Royal College of Art and Imperial College London.

 

Next Generation Tech Solution Workshops

Hear from the companies who have led, delivered and assisted significant projects for globally-renowned retailers, brands and services.

See the wealth of technological possibilities and strategic options available to fulfil customer expectations and requirements.

Networking, coffee & 1-2-1 meetings

Welcome Back

Walter Blackwood
Omnichannel Logistics Expert

Walter Blackwood

Omnichannel Logistics Expert

Walter is well known within the UK Logistics industry having led the development as MD or CEO of three UK parcel delivery networks, Parcelnet (now Hermes), HDNL (now Yodel) and most recently Collect+. During his 20 years at the forefront of B2C Logistics he has worked with most of the major retail organisations in the UK and brought that experience towards developing the multi-channel proposition within one of the country’s most iconic businesses.

Tech Track Presentation | Operational Excellence

Session details coming soon.

Sacha Williams
Global Development Director, MetaPack Group

Sacha Williams

Global Development Director, MetaPack Group

Sacha Williams is Global Development Director at MetaPack, previously leading the growth of ecommerce platform, order management and data decisioning sales for eCommera. With 16 years digital experience, he has worked with a wide number of B2C and B2B organisations helping them develop and implement digital commerce and business transformation capabilities successfully.

At MetaPack, Sacha works with leading enterprise organisations focusing on helping them accelerate and differentiate their delivery, service and customer experience proposition.

Performance Dimension Discussion | Operational Excellence

What Does An Operational Excellence Strategy Look Like Leading Up To And During Peak Trading Periods?

Key discussion point options:

  • What can retailers do collaboratively as an industry to smooth the curve of gearing operations up for peak?
  • How can you get the balance between automation and manual fulfilment right during peak trading?
  • How should you re-think the use of agency workers during peak in the light of Brexit negotiations?
  • What new opportunities are there from a technology and warehouse automation perspective to assist you operationally during peak?
  • How should you respond operationally to customers’ price sensitivity during peak?
  • How should you approach resource availability during peak?

Phil Barnes
Director of Supply Chain, N Brown Group

Phil Barnes

Director of Supply Chain, N Brown Group

Phil Barnes is the Director of Supply Chain Director of N Brown Group one of the UK’s leading online retailers.

The key brands are JD Williams, Simply Be and Jacamo. Their aim is all about democratising fashion and being size inclusive, focusing on the needs of underserved customer groups – size 20+ and age 50+. They offer an extensive range of products, predominantly clothing, footwear and homewares, and the Financial Services proposition allows customers to spread the cost of shopping with us.

They are headquartered in Manchester where they design, source and create the product offer and employ over 2,600 people across the UK.

Phil joined the group February 2018 from SIG plc (a £3bn turnover building supply business) where he was their Group Supply Chain Director. Phil was responsible for delivering their transformation programme across Europe.

Phil has previously worked for Sainsbury’s, Wilkinson’s, Homebase and Waitrose where he held a range of roles, including logistics and operations, commercial planning and buying, gaining him a wealth of retail experience.

Phil has been married for 27 years and has two son’s.

Closing Keynote Panel Discussion

How Will Ecommerce Develop By 2021 And What Should Retail Leaders Be Doing Today To Prepare?

The moderator will ask some of the following questions and also open to the audience.

  • How will the role of mobile develop over the next three years within the eCommerce landscape?
  • Which new technologies will offer eCommerce leaders the best ROI by 2021?
  • What role will social media play in the eCommerce landscape of the next three years?
  • What new skills should eCommerce leaders focus to drive competitive advantage in the short term?
  • How will customer expectations develop by 2021 and what should retail leaders be doing now to deliver on them?
  • How should retailers approach creating a learning mind-set over the next three years?
  • How should retailers approach integrating partners to drive innovation in the short term?
  • What will the role of online be by 2021 and how will it be influencing stores?

Joris Beckers
Founder, Picnic

Joris Beckers

Founder, Picnic

Maureen McDonagh
Industry Head - Retail, Facebook

Maureen McDonagh

Industry Head - Retail, Facebook

Maureen joined Facebook to focus on growing Facebook’s UK Grocery business. Maureen’s experience spans across Sales and Marketing, Client Management, Operations, Strategy and Mergers and Acquisitions.

Prior to Facebook, Maureen was on the Leadership Board for Nectar, managing eCommerce and Digital Media. During her time at Nectar she launched Nectar’s Women in Leadership programme and Innovation platform.

Many of Maureen’s defining career moments came from her time at News International, working on commercializing digital and content assets for The Times, Sunday Times and The Sun to drive revenue. During her time, she was responsible for launching Su Doku merchandise to the UK retail market.

Alastair Stirling
Industry Head, Retail, Google

Alastair Stirling

Industry Head, Retail, Google

Alastair currently works with retailers to understand the role of digital in their businesses and how they can take advantage of it to support their growth. Over his 10 years at Google he has worked with a wide variety of businesses from pureplays to multi-channel and lead generation, across multiple retailing categories. He is currently focused on the Home and DIY sector and specifically on understanding the role online plays in driving offline sales and the resultant implications for retailers.

Sean McKee
Director of Ecommerce and Customer Experience, Schuh

Sean McKee

Director of Ecommerce and Customer Experience, Schuh

Sean is an experienced retailer who progressed through a range of operations roles including store, regional and divisional management at Schuh, before getting into eCommerce in 2010.

A long-time advocate of integrating bricks and clicks in the pursuit of an optimum retail experience, in his current role he has, among other things, delivered on growth, mobile optimisation and a clear-sighted cross-channel proposition. He is passionate about offering real convenience to an increasingly sophisticated, demanding and tech-enabled customer.

A seasoned contributor at eCommerce events in the UK and elsewhere, his current interests include CRO, use of content, developments in voice and visual search, AI and the start-up/scale-up ecosystem. He recently took some study time out to sharpen his pencil at Massachusetts Institute of Technology (MIT).

Ian Jindal
Co-founder and Editor in Chief, InternetRetailing

Ian Jindal

Co-founder and Editor in Chief, InternetRetailing

Ian Jindal is a consultant, publisher and advisor in eCommerce and multichannel retail. Ian , providing insight and research for Europe’s etailers and multichannel retailers (www.internetretailing.net).

Ian co-founded RetailX, researching performance in multichannel retail, brands and vendors. In 2015 InternetRetailing launched the UK Top500 ranking of retailers (IRUK) and in 2016 the first performance-based ranking of European’s retailers, (www.internetretailing.net/iruk) and (www.internetretailing.net/ireu)

Ian’s retail clients include Selfridges, House of Fraser, Marks & Spencer, John Lewis, Asda, Couturelab, Waitrose, De Bijenkorf, Kering, Disney, IKEA and Walgreens Boots Alliance. Previously Ian was Group eCommerce Director at Littlewoods Shop Direct, and Head of Online Operations at the BBC. Ian founded the European eCommerce Forum, is an Advisor to eCommerce Europe and authored the UK’s first MSc in Internet Retailing.

Chairman’s Closing Remarks

A wrap up of the day’s key themes, learnings and discussions.

Ian Jindal
Co-founder and Editor in Chief, InternetRetailing

Ian Jindal

Co-founder and Editor in Chief, InternetRetailing

Ian Jindal is a consultant, publisher and advisor in eCommerce and multichannel retail. Ian , providing insight and research for Europe’s etailers and multichannel retailers (www.internetretailing.net).

Ian co-founded RetailX, researching performance in multichannel retail, brands and vendors. In 2015 InternetRetailing launched the UK Top500 ranking of retailers (IRUK) and in 2016 the first performance-based ranking of European’s retailers, (www.internetretailing.net/iruk) and (www.internetretailing.net/ireu)

Ian’s retail clients include Selfridges, House of Fraser, Marks & Spencer, John Lewis, Asda, Couturelab, Waitrose, De Bijenkorf, Kering, Disney, IKEA and Walgreens Boots Alliance. Previously Ian was Group eCommerce Director at Littlewoods Shop Direct, and Head of Online Operations at the BBC. Ian founded the European eCommerce Forum, is an Advisor to eCommerce Europe and authored the UK’s first MSc in Internet Retailing.

IRC After-Party

Grab a well earned drink and some nibbles after an intense day of discussion.

Not available to those holding a Visitor Pass.

Thank you for your interest in the InternetRetailing Conference
A member of our team will be in touch shortly.
In the meantime, stay tuned to the IR Events News.

Thank you for your interest in the InternetRetailing Conference
A member of our team will be in touch shortly.