The Future of E-Commerce Delivery
Oct 04 2016

The Future of E-Commerce Delivery

Satisfying the customer in a competitive delivery market

Radisson Blu Portman, London

The Future of E-Commerce Delivery returns to London for its 4th year this October. This strategic pan-European conference promises to explore forthcoming changes on the horizon in B2C delivery operations and customer experience.

This event will host over 130 leaders from retailers and logistics operators as they overcome challenges in domestic and cross-border e-commerce. Don’t miss this opportunity to explore a truly international perspective on topics ranging from omnichannel fulfilment to same-day delivery. With changes facing European cross-border delivery, this conference comes at a crucial time to help provide the insights and networking opportunities you need to stay ahead of the curve.

Reasons to Attend:

  • Network with Sainsbury’s, John Lewis, Zalando and other leading retailers
  • Gain insights into of cross-border e-commerce and potential Brexit impacts
  • Explore how innovations in operations are transforming experience
  • Learn from leading speakers on last-mile, Click&Collect, returns, grocery delivery and more
  • Discover emerging innovations with disruptive potential


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Tuesday, 4th October 2016

Welcome address by David Saunders, Managing Director, Marketforce
Chair’s opening remarks

Session One: Pursuing international growth: the future of cross-border delivery

Perfecting international fulfilment: becoming Europe’s leading fashion retailer
Matthew Blomley

Head of Logistics Development


Extending a superb delivery experience to consumers across national borders
Gunnar Henriksen

Executive Vice President Division E-Commerce

Norway Post

Supporting the international ambitions of small and medium sized e-retailers
Gunnar Adalberth

Director of Business Development


Title to be confirmed
Connecting brands with over 350 million Chinese e-commerce customers
Roger Morris

Head of Royal Mail Parcels

Royal Mail Group

Panel Discussion

Breaking down borders: an efficient parcel delivery market

  • What are the most significant barriers to cross-border e-commerce?
  • Do existing international delivery options meet consumer needs?
  • How will the Digital Single Market (DSM) impact cross-border e-commerce?
  • How will Britain leaving the EU affect cross-border delivery?
  • Are initiatives to improve interoperability between carriers reducing delivery costs?
  • Is the industry doing enough to solve the challenges unique to SME retailers?
  • Can the DSM be realised without an effective cross-border returns service?
  • Beyond Europe: which markets offer the greatest opportunities?
Matthew Blomley

Head of Logistics Development


Gunnar Henriksen

Executive Vice President Division E-Commerce

Norway Post

Gunnar Adalberth

Director of Business Development


Roger Morris

Head of Royal Mail Parcels

Royal Mail Group


Session Two: Developing a fast and flexible operations base

Case Study: Asda ToYou service

Helping customers to shop with convenience and confidence

Paul Anastasiou will be talking about Asda’s toyou parcel service, launched in Q4 2015 after a two year project, Asda connected its logistics and retail assets on a next generation systems platform to enable the retailer to offer third party pick up and drop off services across its multi format estate including its drive thru collection locations.

Paul Anastasiou

Senior Director Development, Logistics Services


Leading the same day delivery revolution: overcoming the operational challenges
  • Why is speed of delivery so crucial to consumers?
  • Developing a fulfilment network to deliver in under 90 minutes
  • Ensuring a sustainable cost-base for same day delivery
  • How does same day delivery help retailers to stand out in the market?
Stefan Luginbühl

Head of Courier, Express & Parcels

Swiss Post

Advisory session
Representing the retailer on the doorstep: instilling best practice in customer service
  • Guiding employees through operational change and facilitating excellence
  • How can the delivery operator excel at customer service?
  • Getting the most out of seasonal and transient workers
  • How can great customer service be rewarded?  
Dina Barišić

Head of the Employment and Training Department

Croatian Post


Session Three: Streams

Stream A: Delivering a superb customer experience
Making delivery convenient: putting the customer in control
  • Adapting delivery to life’s realities: why are choice and flexibility essential to customers?
  • Improving time-slot accuracy: maximising transparency and convenience
  • Gamifying delivery feedback and rewarding customer-centric employees 
  • What will the future of personalised delivery look like?
Elaine Kerr



Turning returns into an opportunity
  • Why do returns need to be taken so seriously?
  • Making returns convenient for customers
  • Managing returns across multiple channels: a seamless experience for customers
  • How does investing in a good returns service drive loyalty and broader business growth?
Neil Gibbens

General Manager, Central Planning, Operations

John Lewis Partnership

Parcel lockers: improving the convenience of Click&Collect while lowering costs
  • Automated deliveries and returns in stores
  • Manual hand out vs. Automated pick up of Click&Collect parcels
  • Instant gratification through fulfilment from store
  • The convenience vs. low-cost challenge: how you can have both?
Henrik Gedde Moos



Panel Discussion

Successfully identifying what really matters to the consumer

  • What is the consumer’s top priority: speed, price or flexibility?
  • Is the emphasis on immediacy in delivery by retailers justifiable?
  • Are greater speed and convenience compatible with free delivery? 
  • In what ways does a good service enhance a retailer’s brand?
  • How can carriers and retailers collaborate to ensure a sustainable cost base?
  • What can be done to improve the returns experience?
  • Is greater personalisation the future? If so at what price?
Elaine Kerr



Neil Gibbens

General Manager, Central Planning, Operations

John Lewis Partnership

Philippa McNamara

Omnichannel Experience Strategy

Boots UK

Henrik Gedde Moos



Stream B: Optimising grocery delivery: the next step in e-commerce operations?
Grocery e-commerce: turning online into multichannel
  • Evaluating the potential for growth in grocery e-commerce
  • How are consumers’ e-commerce preferences impacting online grocery shopping?
  • More than food: leveraging the customer relationship to drive business growth
Dave Crellin

Head of Online Operations Development


Case Study: PostNord

Meeting all the consumer’s needs: optimising the delivery network for groceries

PostNord has 3-4 years’ experience with grocery home delivery service in Denmark and Sweden, adopting innovative technology to ensure fresh produce is delivered based on consumer requirements.  In this session PostNord will describe how its extensive fulfilment network is evolving to meet growing consumer demand for a reliable and convenient grocery home delivery service.

Klaus E. Olsen

Head of Business Development, Service Logistics Solutions


Advisory session
Panel Discussion

Overcoming the challenges of grocery home delivery  

  • Can third-party operations and infrastructure be adapted for grocery delivery?
  • How does handling perishables impact delivery costs?
  • How is technological advancement making grocery delivery easier?
  • Why is communication with the customer key to successful delivery?
  • What benefits do alternative options such as Click & Drive offer?
  • Is the potential for e-commerce to disrupt the grocery industry unlimited?
  • How can grocery delivery drive growth in the sales of higher margin products?
Dave Crellin

Head of Online Operations Development


Klaus E. Olsen

Head of Business Development, Service Logistics Solutions


Thomas Koch

Sales Director International

Austrian Post


Session Four: Disruption & innovation across the e-commerce landscape

Sustainable urban logistics: consolidation and electro-mobility
  • What is unique about e-commerce delivery in urban environments?
  • Making the business case for environmentally friendly operations
  • Will consumers view sustainable delivery options as essential in the future?
  • Is this model scalable beyond urban areas?
Sam Clarke

Director and Co-founder

Gnewt Cargo

Advisory session
What is the potential for crowdsourcing to revolutionise last mile delivery?
  • What benefits does a crowdsourced model have over traditional delivery models?
  • Ensuring the delivery promise is fulfilled: maintaining oversight and accountability
  • Incentivising drivers and rewarding great customer service
  • Does crowdsourcing complement or threaten mainstream delivery models?
Ari Kestin

Chief Executive Officer


Keynote closing address

Delivering innovations today, creating value tomorrow

Alberto Alves Pimenta

Director, E-commerce

CTT Portugal Post

Chair’s closing remarks
End of conference followed by drinks reception

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Who can you meet?

From retailers perfecting international fulfilment to operators delivering effectively across borders, The Future of E-Commerce Delivery attracts all the major players from across the retail and logistics industry. With 130+ attendees, here's a sampling of who you could meet this year:


Who attends?

Last year's conference was attended by 130+ senior professionals from major European posts, couriers and retailers, representing 75+ companies. Here's a sample list of who registered last year: 

  • Alibaba
  • Amazon
  • Amesplan Automotive
  • Approved Food
  • Argos
  • Asendia
  • ASOS
  • Austrian Post
  • Borusan Lojistik
  • Burberry
  • Citipost
  • Citizens Advice
  • CitySprint
  • Clarks
  • Clifford Chance
  • Coast Fashion
  • Communication Workers Union
  • Country Attire
  • CTT - Correios de Portugal
  • D2P Auto Parts
  • Debenhams
  • Delhaize Group
  • Denby Retail
  • Deutsche Post DHL
  • DHL Express
  • Direct Link Worldwide
  • Dyson
  • Ebay
  • eBay Europe
  • Elaraby Group
  • Ermenegildo Zegna Holditalia
  • Ertzberg
  • Fastway Couriers Ireland
  • Guernsey Post
  • Halfords
  • Hawes & Curtis
  • Hermes Logistic Group
  • Ideal Shopping Direct
  • iMakr
  • Interactive Media in Retail Group
  • Isle of Man Post Office
  • John Lewis Partnership
  • Keba
  • Kimberly Clark
  • Kingfisher
  • KOOLFly
  • Lamoda
  • Latvia Post
  • Laura Ashley
  • Liechtensteinische Post
  • Lockheed Martin
  • Lucy Locket
  • Lyngsoe Systems
  • Marks & Spencer
  • Maxeda
  • Morrisons
  • Mothercare
  • Neopost
  • New Look Group
  • New Zealand Post
  • Nightline-Delivers
  • Norway Post
  • Nova Poshta
  • Ocado
  • Omniva
  • Planet Retail
  • Poczta Polska
  • PostEurop
  • PostNord
  • Post Office
  • Post of Slovenia
  • Quintiq
  • Radley
  • Reuters
  • Royal Mail Group
  • Sainsbury's
  • Secured Mail
  • Shop Direct
  • Shutl
  • SKS & Partners
  • Slovenska Posta
  • Spring Global Mail
  • SPSR-Express
  • Sygic
  • Targus
  • Tata Consultancy Services
  • Temando
  • Temperley London
  • Tesco Stores
  • The 99p Store
  • TK Maxx
  • TNT Express
  • Vente-Privee
  • Vistaprint
  • Warmup PLC
  • Whistl
  • wnDirect
  • Yandex
  • Zalando


Save 15%
Group bookings of 3 or more people will receive an automatic 15% discount. Prices listed exclude VAT.
- +
£885.00 + VAT Until 23/09/16
£995.00 + VAT Standard

Complimentary Places for Retailers

Complimentary places are available to retailers - apply now to secure your place*

*These places only available for retailers. All places are awarded at the discretion of the event organiser whose decision is final.



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Venue Details

Radisson Blu Portman, London
22 Portman Square, London W1H 7BG

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