May 20-21 | Nashville, TN

MOVE

Customer Experience


 

 

Highlights how delivery, communication and service design directly impact customer satisfaction, loyalty and brand perception in the final mile.

 

MEET THE SPEAKERS FROM OUR Customer Experience Stage

 



Craig Bailey, Director Logistics/ Operations, Cardinal Health

Chase Binnie, CEO, Retail Wire

Chase Binnie | CEO | Retail Wire » speaking at Home Delivery World

Ben Cronsberry, Head of GTM & Partnerships, Parsel

Ben Cronsberry |  | Parsel » speaking at Home Delivery World

Travis Davis, Manager - Home Delivery, Masterbrands Cabinets

Travis Davis |  | Masterbrands Cabinets » speaking at Home Delivery World

Jay De Sieno, Senior Supply Chain Manager, Edible Brands

Anthony Delonardo, VP Sales, Package.ai

Anthony Delonardo |  | Package.ai » speaking at Home Delivery World

Pratik Jagad, Vice President, nuVizz Inc.

Pratik Jagad |  | nuVizz Inc. » speaking at Home Delivery World

Joe Keenan, Editor-in-Chief, Total Retail

Joe Keenan |  | Total Retail » speaking at Home Delivery World

Shashwat Murarka, Founder & CEO, Doorstep.ai

Shashwat Murarka |  | Doorstep.ai » speaking at Home Delivery World

Steve Nielson, Director, Gardner-White Furniture

Prabhat Rao Pinnaka, Lead Product Manager, Supply Chain - Tech & AI, Lowes

Gary Quinton, General Manager, Logistics, ABT Electronics

Gary Quinton |  | ABT Electronics » speaking at Home Delivery World

Russell Reams, DBA, VP, The Colography Group LLC

Russell Reams, DBA | VP | The Colography Group LLC » speaking at Home Delivery World

Ashish Saxena, SVP, Ashley Furniture Industries Inc

Ashish Saxena | SVP | Ashley Furniture Industries Inc » speaking at Home Delivery World
last published: 05/Mar/26 17:55 GMT

 

Nashville, TN, 20 - 21 May 2026

Schedule

Create your personal agenda –check the favourite icon

May 209:05
Conference pass

Powering retail’s next era through intelligent automation  

Keynotes
Ashish Saxena, SVP, Ashley Furniture Industries Inc
Jason Brenner, SVP, FedEx
May 209:35
Conference pass

The last mile is no longer the last step: designing home delivery backwards from the consumer

Keynotes

Most home‑delivery strategies are still designed inside‑out (cost, network, capacity) rather than outside‑in (consumer expectations, friction, emotion). This session reframes home delivery as a shared consumer experience, not a shipper vs. carrier transaction.

From the Lens of the Consumer: The consumer doesn’t see a retailer, shipper, or a carrier.

They see a promise.

And every handoff is either strengthening or breaking it!

When the shipment is delivered, how the consumer feels about the entire experience is what matters (from the online or in store sales experience, the product, the delivery experience).

That feeling is mutually owned by the retailer, shipper, and carrier.

John Hagi, Director of Sales, Home Delivery - North America, AIT Worldwide Logistics
Rob Lamell, Vice President of Home Delivery, AIT Worldwide Logistics
May 209:55
Conference pass

Designing for delivery excellence: elevating the end-to-end customer experience  

Keynotes
Brit Videbeck, Chief Supply Chain Officer, Away
Ashish Saxena, SVP, Ashley Furniture Industries Inc
May 2011:15
Conference pass

Innovation without the manual: leading through ambiguity and constant change

Tech & Innovation
May 2011:15
Conference pass

Title TBC

The Future of Parcel Transport
Tanner Morley, Associate Director of Last Mile Strategy, HelloFresh
May 2011:15
Conference pass
May 2011:15
Conference pass
May 2011:15
Conference pass

When delivery becomes the brand: closing the joy gap in big & bulky retail

Customer Experience

In big & bulky retail, delivery has become the most visible and emotionally charged brand moment. Between purchase and doorstep sits the Joy Gap — where customer excitement turns into uncertainty and anxiety, driving failed deliveries, rising support volume, and lost loyalty. In this session, we’ll explore why big & bulky retailers feel this gap first, how Amazon-inspired expectations have reshaped customer behavior, and why efficiency alone is no longer enough. We’ll share a new way to think about post-purchase experience — one built on connection, clear communication, and customer agency — and how unifying customer communication with last-mile operations is helping leading retailers turn delivery into a source of trust, loyalty, and long-term growth.

Anthony Delonardo, VP Sales, Package.ai
May 2011:40
Conference pass

AI and autonomous dispatch: driving efficiency in delivery operations 

Tech & Innovation
Shashwat Murarka, Founder & CEO, Doorstep.ai
Moderator: Thomas Wasson, Enterprise Trucking Analyst, FreightWaves
May 2011:40
Conference pass

Building resilient supply chains for high-demand periods

The Future of Parcel Transport
Moderator: Matt Hertz, CEO, Third Person
Laura Storch Pelletier, Director of Logistics, Fuku
Cathy Roberson, Managing Director, Logistics Trends & Insights LLC
May 2011:40
Conference pass

Setting new standards for white-glove and customer-centric deliveries 

Heavy Goods
Moderator: Jeff Gutmann, President, Home Delivery inc
Jennifer Hedrick, President, Women In Trucking Association
Maryjane Fanizzi, VP Logistics, Mattress Firm
May 2011:40
Conference pass

The human advantage in building high performing delivery networks

Warehouse Innovation
Kristy Ryan, Chief Operating Officer, Move For Hunger
Elise MARQUIS, PARTNER - EXECUTIVE RECRUITER, Chameleon Collective
May 2011:40
Conference pass

Creating seamless omnichannel experiences across fulfilment and pickup channels 

Customer Experience
May 2012:15
Conference pass

Creating agile and reliable delivery networks through strategic partnerships 

The Future of Parcel Transport
Moderator: Jason Zapp, President, JD Zapp Consulting
Prashant Shah, CSCO, SwagUp
Vinny Pagliuca, Director, procurement supply c, Macys
Ramsey Barksdale, Autonomous Vehicle Logistics, Waymo
May 2012:15
Conference pass

Reducing carbon footprints with energy-efficient and sustainable operations 

Warehouse Innovation
Vijeta Malhotra, Supply Chain Director, Credo
Moderator: Anand Chinnakannan, Data Scientist, Walmart
May 2012:15
Conference pass

Building loyalty through flexible delivery options 

Customer Experience
Moderator: Chase Binnie, CEO, Retail Wire
Gary Quinton, General Manager, Logistics, ABT Electronics
Travis Davis, Manager - Home Delivery, Masterbrands Cabinets
May 2012:50
Conference pass

TMS: next-generation cloud platform for fleet management.  

Tech & Innovation
Liam Purcell, Group Product Manager – Fleet Management, Revenova
May 2012:50
Conference pass

Why most AI in logistics fails — and how to get it right

Customer Experience

Move beyond the hype as we reveal why most AI initiatives in transportation logistics fail, offering a prescriptive framework and practical strategies to ensure your solutions drive tangible improvements in fleet efficiency, operating costs, and on-time delivery performance.

Pratik Jagad, Vice President, nuVizz Inc.
May 2013:15
Conference pass

Bringing Your Brand Home: The Last Mile's Role in Customer Loyalty

The Future of Parcel Transport
May 2013:15
Conference pass

Building smarter supply chains with real-time inventory insights   

Warehouse Innovation
Moderator: Anand Chinnakannan, Data Scientist, Walmart
Prabhakaran Rajendran, Director of IT - Warehouse management systems, CILT North America
May 2013:15
Conference pass

Using predictive platforms to provide accurate ETAs and build customer loyalty  

Customer Experience
Shashwat Murarka, Founder & CEO, Doorstep.ai
Ashish Saxena, SVP, Ashley Furniture Industries Inc
Russell Reams, DBA, VP, The Colography Group LLC
Moderator: Ben Cronsberry, Head of GTM & Partnerships, Parsel
May 2015:15
Conference pass

Leveraging digital twins for smarter network planning

Tech & Innovation
Moderator: Glenn Taylor, Logistics Editor, Sourcing Journal
Thomas Maxner, Director, Urban Freight Lab
Raghavender Sahdev, CEO, NuPort Robotics
May 2015:15
Conference pass

Managing consumer safety and business liability in your home delivery program

Heavy Goods
May 2015:15
Conference pass

Boosting warehouse efficiency with automated storage and retrieval systems  

Warehouse Innovation
Anand Chinnakannan, Data Scientist, Walmart
Moderator: Kevin Lawton, Host, The New Warehouse
May 2015:15
Conference pass

Building delivery networks that work for complex and care critical

Customer Experience
May 2016:15
Conference pass

Delivering net zero: meeting the sustainability challenge in logistics 

Keynotes
Suzanne Long, Chief Sustainability & Transfo, Albertson’s Inc
Clayton Gerber, Freight Program Manager, Green Market Activation
May 2016:45
Conference pass

Fuelling the future: investment trends driving supply chain and logistics innovation

Keynotes
Janie Yu, General Partner, LFX Venture Partners

Create your personal agenda –check the favourite icon

May 219:05
Conference pass

 Right product, right place, real-time: enabling omnichannel success through end-to-end visibility  

Keynotes
Nitin Kapoor, VP of Supply Chain and Retail, Wayfair
Matt Krueger, SVP, East Point Sports
May 219:55
Conference pass

Reverse logistics reimagined: turning returns into a competitive advantage  

Keynotes
Opal Portis, Vice President, Supply Chain, Fabletics
May 2111:15
Conference pass

Title TBC

Tech & Innovation
May 2111:15
Conference pass
May 2111:15
Conference pass

Start with constraints, win with alignment

Heavy Goods
Daniel Murphy, Manager, Hilti North America
May 2111:15
Conference pass

Title TBC

Returns & Reverse Logistics
May 2111:15
Conference pass

Title TBC

EV & Charging
Clayton Gerber, Freight Program Manager, Green Market Activation
May 2111:40
Conference pass

The road to autonomy: Trialling driverless delivery vehicles 

Tech & Innovation
Virind Gujral, Founder and CEO, EV Bots, Inc.
Raghavender Sahdev, CEO, NuPort Robotics
May 2111:40
Conference pass

Driving smarter shipping with dynamic multi-carrier rate optimization

The Future of Parcel Transport
Antione Bennett, Head of Supply Chain, Gap Inc
Michael Irving, Head of Transporation, Nuts.com
Sam Gorgone, Director of Sales, ShipScience LLC
Austin Smith, CEO, Raterunners
May 2111:40
Conference pass

Tackling the challenges of last-mile scheduling for oversized items 

Heavy Goods
Daniel Murphy, Manager, Hilti North America
Fernando Rabel, Vice President, Last Mile, RXO
May 2111:40
Conference pass

Building flexible and resilient supply chains with integrated rail, road, and air networks 

Returns & Reverse Logistics
Jonathan Gold, VP, Supply Chain and Customs Policy, National Retail Federation
Nick Porter, Business Development Manager, Maryland Port Administration
May 2111:40
Conference pass

Charting a clear path to zero-emission fleets amid changing policies and regulations 

EV & Charging
Julien Lile, Plug In America
Moderator: Thomas Wasson, Enterprise Trucking Analyst, FreightWaves
Emily Phillips, Principal & Founder, E.MISSION Advisory
May 2112:15
Conference pass

Proactive strategies to tackle parcel fraud and theft  

Tech & Innovation
May 2112:15
Conference pass

Driving innovation in temperature-controlled freight and cold chain logistics 

The Future of Parcel Transport
Zeeshan Wahid, Director of Distribution and Fulfilment Operations, Nothing Bundt Cakes
Tanner Morley, Associate Director of Last Mile Strategy, HelloFresh
Arin Simpson, Vice President Strategic Partnerships, RealCold.com
Moderator: Daniel Gray, Producer, GeekBooks
May 2112:15
Conference pass

Unlocking cost savings by optimizing LTL network consolidation strategies

Heavy Goods
Laura Storch Pelletier, Director of Logistics, Fuku
Moderator: Jon Doolen, Chief Strategy Leader, Doolen Strategy Partners
May 2112:15
Conference pass

Managing E-Commerce Returns and Reverse Logistics Without the Headaches

Returns & Reverse Logistics
May 2112:15
Conference pass

Using real-time EV data to optimize range and predictive maintenance 

EV & Charging
Virind Gujral, Founder and CEO, EV Bots, Inc.
Moderator: Michael Roeth, Executive Director, North American Council For Freight Efficiency
May 2113:15
Conference pass

Improving delivery accuracy and authenticity with digital labelling and barcoding innovations

The Future of Parcel Transport
May 2113:15
Conference pass

Optimizing warehouse slotting and flow to handle heavy and bulky SKUs 

Heavy Goods
Martin Aalsma, Director of Operations and Logistics, Johnson Health Tech Trading Inc
Jonathan Smith, Sr Manager of 3PL & Home Delivery, Purple
Michael Giacoletti, Senior Site Manager, 3PL Operations, Spin Master
May 2115:15
Conference pass

Staying ahead of regulations with strong cross-border and tariff management

The Future of Parcel Transport
Moderator: Jonathan Gold, VP, Supply Chain and Customs Policy, National Retail Federation
May 2115:15
Conference pass

Panel: Balancing strength and energy efficient packaging for larger shipments  

Heavy Goods
Jonathan Smith, Sr Manager of 3PL & Home Delivery, Purple
May 2115:15
Conference pass

How to build a reverse infrastructure that scales with growth

Returns & Reverse Logistics
Tony Lynch, Professor, Pennsylvania State University, Harrisburg
Jennifer Mitchell, Senior Global Logistics Manager, 1661 Inc DBA GOAT Group
last published: 05/Mar/26 17:55 GMT

 

 

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John Beasley

John.Beasley@terrapinn.com
+1 334 695 4397

 

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