Day 1


Breakfast & Registration



Final Mile

Keynote address: Purposeful innovation at Amazon

  • The key to sustained innovation is being purposeful both in mission and process
  • Understanding the four principles: customer obsession rather than competitor focus; passion for invention; commitment to operational excellence and long-term thinking
  • Innovation, experimentation, and failure—what is the Amazon school of thought regarding this and how they ultimately lead to great development
  • With a particular focus on fulfillment operations and package deliveries, we will explore some of Amazon’s technological innovations and business innovations – some that employed existing internal expertise, others that required invention from scratch

Keynote address: Rebuilding brick & mortar - Keeping up with omnichannel demand from consumers

  • Streamlining instore fulfillment using small data analytics
  • Click & collect initiatives catered to the customer experience
  • Selecting B2B & home delivery partners while keeping brand recognition in place
  • Management of eCommerce order picking to keep up with ‘buy from anywhere’ demand
Final Mile

Keynote address: The state of home delivery - A benchmark analysis of leading retailers

  • How leading retailers think differently about the value of home delivery to drive revenue growth
  • What home delivery-based customer engagement strategies and tactics create competitive advantage
  • Where are the revenue and service opportunities in the future for home delivery

Keynote address: The future of the shopping experience, looking 5 years out

  • How consumer behavior trends have evolved in the past few years in terms of media consumption, device adoption, and why it matters to the grocery experience
  • A look into the new technologies & mediums to advance those trends (bluetooth/connected kitchen, voice, wearables, augmented reality)
  • Implications of these technologies & trends on the importance of personalization
  • How grocers can defend against players like Amazon who are leading the charge in these R&D areas

Opening of the exhibition area & Speed Networking





Final Mile

Case study: Beyond checkout - Perfecting the post-purchase experience

  • Consumers have 24hour access to brands, leading to enhanced expectations from retailers
  • Expected interaction throughout shopper lifecycle, not only during new product or sales push
  • How to extend your customers brand experience past checkout to deliveries and returns
  • Strengthen loyalty and bottom line through genuine brand interaction
Supply Chain / Tech & IT

Case study: Streamlining your supply chain to maximize customer experience

  • Utilizing your supply chain partner’s inventory holding locations to reduce cycle time
  • Partnering with your provider to communicate delivery expectations to the consumer
  • Simplifying complex deliveries to reduce delivery time in the home
Aaron Quiggle, Director of Freight & Home Delivery, ICON Health & Fitness

Case study: Building a sustainable logistics network

  • Moving beyond the PR value – How can a greener supply chain network really deliver savings
  • Communicating changes to your customer – Set yourself apart from the competition
  • Avoiding bad press while not getting trapped by “Greenwashing”
  • Case Study Example: How Oriflame Cosmetics achieved more while using less

Case study: Reducing waste - Imperfect produce and the ugly food revolution

  • Combating hunger and negative effects on the earth by selling the 20-30% of discarded cosmetically unappealing produce grown each year
  • Sourcing produce direct from farmers to keep costs down
  • Upcoming partnerships with major grocers to get ugly produce in stores and reduce food waste
  • Fixed-schedule local deliveries - Pushing back against the same-day, 1-hour time window deliveries flooding the
Final Mile

Case study: Stores as fulfillment centers - Bulking up last mile capacity

  • Building out in store fulfillment centers to back Buy Online Delivery From Store (BODFS) capacity for customers
  • Enhancing interconnected retail while relieving pressure on delivery capacity
  • Simplifying the delivery schedule process to ease the process for customers
Supply Chain / Tech & IT

Case Study: Embracing your key markets - A crucial differentiator to unlocking the rising demands of the millennial consumer in the age of on-demand commerce

  • Partnerships.  Leverage partnerships (existing or new) to solve the fast, free and convenient proposition
  • Data.  Data at the heart of the experience.  How data can help deliver accuracy, reliability and predictability as keys to success
  • Transparency.  Supply chain transparency as a key to differentiator in higher conversion and customer loyalty
  • Strategy.  Setting demand-based strategies, as opposed to a “one size fits all,” to meet the growing consumer expectations

Case study: Delivery challenges - a case for interoperability

  • Better, faster and at less costs
  • Consumers want to be in control of all deliveries and returns
  • Technology will open the delivery market to new players
  • The EU government wants to create a Digital Single Market

Case study: From source to consumer – Tracking seafood through every stop in the supply chain

• Full visibility from catch to table to ensure consumer of food safety 
• Tracking boosts accountability in suppliers, and reduces mislabeling of products
• Visibility also boots standards of food packaging and handling, reducing risk of contamination through supply chain process





Final Mile

Panel: The last mile - Winning the customer and protecting your brand in today's omnichannel world

  • Channel agnostic buyers & the omnichannel supply chain – implications for home delivery providers and supply chain networks
  • Critical importance of measuring and managing the customer experience in real time
  • Technology innovations in last mile delivery
  • Final mile as the key to success – explore how last mile delivery (and often installation) of large-format goods into the consumer’s home, is where the hearts and minds of shoppers are won.  
Supply Chain / Tech & IT

Case study: Identifying and addressing change indicators to foster continued operational efficiency

  • Knowing when to audit your operation to compare metrics against competitors
  • Properly cross training your labor force to keep up with business demand
  • Order fulfillment focus – mapping order process, dynamic slotting and up to date system design
  • Strong focus on customer service and communication
  • Tracking KPI measurements in inventory & order fulfillment

Case study: Mexico, your next eCommerce frontier – What does it take to create a successful cross-border eCommerce strategy?

  • Understanding the Mexican demographic and the current state of online shopping in Central America
  • Developing a strategy that capitalizes on cross-border challenges and creates opportunities
  • Finding the right partners to make sure customers receive their packages

Case study: Grocery sustainability - From farm to table

  • Reducing greenhouse gases from agriculture – livestock & fertilizer
  • Package recycling – compost, reusable materials, package pick up
  • Sustainable operations early in the supply chain
  • Food distributed from containers completely eliminating waste before products leave the store
  • No in store packaging


Supply Chain / Tech & IT

Case study: From order confirmation to delivery - Why brands need to rethink customer communications

  • Changing user behavior – traditional enterprises modernizing customer engagement as technology moves forward
  • Modern programmable communications are a must for the retail, travel and logistics industry
  • The pairing of existing customer communications with contextual communication API’s to enable you to deliver the right message, to the right person, at the right time and place

Case study: The cross border balance - eCommerce boom and reverse logistics between the US and Canada

  • Spike in Canadian eCommerce market creates increased need for logistical support in a fragmented landscape
  • Pick a partner – Pairing with Canadian shipping partners to ensure supply chain success
  • Reverse logistics – labor and shipping costs of handling Canadian returns to a US based operation

Case study: Green packaging - What to use and how to get customer backing

  • Using recyclable packaging material to reduce overall waste – compost
  • Ease of use for consumer
  • Reusable & collapsible freezer packages
  • Strategies to compel consumers to recycle/compost
  • Offering package pick up and impact on bottom line
Final Mile

Case study: Creating an effective supply chain strategy to support specialized white glove delivery

  • Integrating the supply chain to maximize margins
  • Role of brick & mortar in this competitive 'omni' world
  • Managing the consumer expectation for acceptable delivery service



round tables

1. Consumer Returns

Common return policies and fees and how brands can innovate to increase consumer engagement.

2. Transit speed

Managing the consumers expectations

4. TL & LTL’s

The importance of the “middle mile” and its influence on a superior last mile experience

5. Inbound from Asia

Zone skipping to route small packages for cost effective delivery

6. Creating efficiency

Reduce packaging cost and reach the consumer immediately with morning delivery

7. Setting up a successful white glove delivery operations with outside tips


8. Analyzing DIM Weight and accessorial charges – Fully understanding the hidden costs of shipping


9. Trending solutions in omnichannel fulfillment







Final Mile

Panel: Subscription revolution - What's holding it back and how big a market share can they take?

  • A subscription for everything – A look into the array of products offered
  • From start to now – dealing with explosive growth and demand on operations
  • Perishables & packaging – time constraints and reducing waste
  • Sample enabled sales – how effective is this method?
  • Fragmented business model – launching on demand service to increase growth and capture the elusive consumer
  • Churn & retention – how to handle cancellation issues and changing policies in the subscription
Moderator: Vijay Khare, VP of Operations and Customer Experience, LE TOTE
Kyle Shen, VP Operations, Gwynnie Bee
Supply Chain / Tech & IT

Case study: Growing eCommerce and order fulfillment - Evaluate and implement a new WMS

  • Evaluate space and velocity requirements
  • Project future system needs and scalability for a growing company
  • Create seamless overstock to replenishment to picking
  • Improve pickable inventory forecasting and control  
  • Decrease handling costs and increase customer satisfaction through on time fulfillment

Case study: Uncharted waters – Supply chain complexity in frontier markets

• Approaching countries such as Vietnam, Cuba & Nigeria
• Forecasting demand, dealing with fluctuating costs, depreciating currencies and SKU availability
• Balancing paper flow and IT systems in countries with poor information technology infrastructure and management
• Considerations of counterfeit goods and parallel imports
• Fragmented markets - companies struggling to achieve economies of scale on both the retail and supply side

Case study: Scaling click & collect beyond the store

  • Grow your click and collect reach
  • Cost effective alternative to Home Delivery
  • Allow your customer to pick up there groceries where they want to pick them up
  • Deliver in bulk to the unmanned fully automated facility
  • Allow customers to pick-up ambient, chilled and frozen grocery items
  • Configurable to meet  requirements
Supply Chain / Tech & IT

Case study: Building out while reigning in – DTC push to foster sales while keeping a sustainable business model

• Keeping costs and carbon emissions down while expanding
• Investing in innovative tech – WMS, automation to manage inventory from receipt to fulfillment
• Enhancing DC capability to support multichannel sales and avoid running out of merchandise

Case study: Globalization in the supply chain with the demand of an omnichannel world

• Gaining more access to supply chain operations when inbound inventory comes from multiple global DC’s
• Using systems solutions to facilitate end to end collaboration
• Visibility for all channels in the global supply chain process to better anticipate transit delays and inventory issues before they impact demand

Case study: Refrigerated lockers - Customer convenience reshaping click & collect

  • Buy online pick up in locker (BOPIL) – Customers can shop online and get food at their convenience
  • Refrigerated - Order online and pick up at high traffic areas while food stays fresh
  • Tech connection – notification to your mobile once order is ready for security of products
  • Payment systems – Cards, RFID, coins


Willis Weirich

Keynote address: Neiman Marcus omnichannel heritage - from early pioneer to world class luxury retailer

• Original omnichannel model – catalogue and service model allowed the easy switch to eCommerce
• Leveraging non-traditional delivery ahead of the curve – delivering to urban markets on demand
• Emergence into furniture – catering the high end service to the furniture market
• What's next in omnichannel supply chain - the continued pursuit of excellence in a changing retail landscape
Jeff Brady

Chairperson's Closing Remarks

Jeff Brady, Director of Transportation & Logistics, Harry and David

Networking Drinks Reception

last published: 13/Mar/17 16:55 GMT