scm19 4th annual online retail supply chain summit
TRANSCRIPT
T | 61 2 9247 6000 F | 61 2 9247 6333 E | [email protected] W | akolade.com.au Produced by: 1
22nd–24th February 2017 I Pullman Albert Park, MelbourneFulfilment - the new frontier for customer service
ONLINE SUPPLY CHAIN SUMMIT 2017
4TH ANNUAL
PLUS
21st February 2017
Innovating the service model to evolvethe customer value proposition
Michael FoxChief Executive Officer
Shoes of Prey
Maggie ZhouManaging Director ANZ
Alibaba Group
David FenlonManaging Director ANZ
Blackmores
John WinningChief Executive Officer
Winning GroupFounder
Appliances Online(Winner – Best Pureplay Online
Retailer 2016, ORIA Industry Recognition Award & Online Retail
of the Year 2016)
Arianne KaderHead of Operations, Global Fashion
Group & Former Regional Marketplace Operations Manager
ZALORA Group,Singapore
Kate LangfordGeneral Manager– Digital Retail
Woolworths
Ganesh KashyapGeneral Manager & Director E-Commerce – Asia PacificMondelez International,
Singapore
HEAR FROM 50+ RETAIL LEADERS:
SEE FULL SPEAKER LINE-UP INSIDE
Delia RickardDeputy Chair
Australian Competition & Consumer Commission
Gold Sponsor: Silver Sponsors:Platinum Sponsors:
RETAIL C-SUITE DAY: ONLINE RETAIL SUPPLY CHAIN SUMMIT:Lead Sponsor:
Exhibitor: Exhibitors: Proudly Endorsed By:
Media Partner:
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4th Annual Online Retail Supply Chain Summit + Retail C-Suite Day
KEY SPEAKERS:
Michael FoxChief Executive Officer
Shoes of Prey
Mark CoulterChief Executive OfficerTemple and Webster
Kate LangfordGeneral Manager– Digital Retail
Woolworths
Lana HopkinsChief Executive Officer
MonPurse
Radek SaliChief Executive Officer
Swisse Wellness
Jo HorganFounder & Managing
DirectorMecca Cosmetica
Sven LindellChief Marketing Officer
Temple & WebsterFormer Chief Digital Officer
Bras ‘N’ Things
Derek SheenChief Executive Officer
Yellow Octopus
David FenlonManaging Director ANZ
Blackmores
Jordan MuirCo-Founder & Chief Innovation Officer
Aussie Farmers Direct
Phillip HaddadChief Operating Officer
Booktopia(Winner – ORIA Best
Mobile Commerce 2016)
Ben HareChief Operating Officer
TinyMe(Winner – ORIA Best
Site Optimisation & Design 2016)
Tim GreensteinGeneral Manager – Supply
Chain and TechnologyRCG Corporation
Ganesh KashyapGeneral Manager & Director E-Commerce – Asia PacificMondelez International,
Singapore
Liu BingSenior China AdviserAustralian Trade and
Investment Commission
Delia RickardDeputy Chair
Australian Competition & Consumer Commission
Arianne KaderHead of Operations, Global Fashion Group & Former
Regional Marketplace Operations Manager
ZALORA Group, Singapore
Craig JordanChief Digital Officer
The Warehouse, New Zealand
Simon KennedyChief Information Officer
The Warehouse,New Zealand
Christopher McCallumChief Operating OfficerShoes of Prey, China
(ORIA Hall of Fame 2016)
Amy McWatersChief Operating Officer
Everything But Flowers
Maggie ZhouManaging Director ANZ
Alibaba Group
John WinningChief Executive Officer
Winning Group Founder
Appliances Online
Jeff BoardChief Executive Officer
JAX Tyres
Scott EmmonsHead of InnovationNeiman Marcus US
Daniele PerottiMarketplace Operations
DirectorGlobal Fashion Group,
Singapore
Thorsten WichtendahlChief Executive Officer
The Co-op
Gary ElphickCo-Founder & Chief
Executive OfficerDisrupt Sports
(Winner – ORIA Best New Online Retailer 2016)
Ben SmithChief Operating Officer
Fame and Partners
Luke JecksChief Executive Officer
Naked WinesInternational
T | 61 2 9247 6000 F | 61 2 9247 6333 E | [email protected] W | akolade.com.au Produced by: 3
4th Annual Online Retail Supply Chain Summit + Retail C-Suite Day
KEY SPEAKERS:
Philip BartholomewChief Executive Officer
My Pet Warehouse
Anthony MarshallHead of Operations
Birdsnest(Winner – ORIA Best
Customer Service 2016)
George BearzotSupply Chain Director
– Business TransformationLion
Kevin McAuleyGeneral Manager
– CustomerSuper Amart
Brad FoenanderHead of E-Commerce
Coles
Gareth JudeRetail Industry Executive
Telstra
Barry NicolaouFounder & Director
ShoeCircle
Simon MolnarTechnical and Operations
DirectorICE Online
Russell ZimmermanExecutive Director
Australian Retailers Association
Angus MacDonaldHead of Trade and Digital
Supercheap Auto
Rob KaldorHead of DigitalIdentity Direct
Travis Walker-RestrepoNational Supply Chain
and Procurement ManagerNu-Pure Beverages
Cheryle KobresleyManager
ECCO Shoes
Sean RyanHead of Customer
Service ANZSwisslog
Brad WelsmanManaging Director
SSI Schaefer
Rebecca Burrows General ManagerSmall BusinessAustralia Post
Council Board Member Bialik College
Daniel Faesser Managing Director
WRH Global
Sean SloanManager –
Omni-Channel & RFIDGS1 Australia
Con DekazosFormer Chief Executive
OfficerForty Winks
Claire StrangeGeneral Manager
– Customer DeliveryEndeavour Drinks Group
Andrew TrippSupply Chain Director
Adidas
Alfons Van WoerkomSupply Chain Director – Asia
Unilever
Paul GreenbergExecutive DirectorNational Online
Retailers Association
Ben FranziGeneral Manager
– eCommerce Platforms and Digital
Australia Post
Luke CondonHead of Consumer Delivery
TOLL GlobalPresident
NORA – Supply Chain Chapter
It is already a great format and offers the opportunityfor attendees to 'ask questions' after each guest speakers
presentation with the 'open mic'.— Hugo Boss
Dear Participants,
On behalf of Akolade, I’m delighted to welcome you to our 4th Annual Online Retail Supply Chain Summit 2017. Join us for four days of learning, networking and celebrating excellence in online retail, from 21-24 February 2017, at the Pullman Albert Park in Melbourne.
The transformation of the retail sector in recent years has seen sector leaders pushing the boundaries to evolve the customer value proposition and service model. The key driver is an effective supply chain and last mile fulfilment strategy that differentiates the business in a highly competitive global marketplace.
The 4th Annual Online Retail Supply Chain Summit continues the discussion on how cutting edge last mile fulfilment enables the delivery operation, enhance customer experience, and delivers the best possible customer value proposition. This year, we expand the scope of the forum to include a stand alone Retail C-Suite Day that brings together a group of astute senior decision makers from across the retail sector to set the broad contexts, explore the drivers for change in global retail, and discuss how disruptive business models are redefining the value proposition.
I look forward to seeing you at the event.
Kind regards
Loan KissAssistant General Manager – ProductionAkolade
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4th Annual Online Retail Supply Chain Summit + Retail C-Suite Day
• FMCG• Household Goods• Food and Beverage• Fashion and Lifestyle• Telecommunications• Pharmaceuticals and Medical Supplies• Electronics
People We Attract:• C-Suite – CEOs, COOs, CFOs, CIOs, CTOs, CDOs, Managing Directors• Heads of Logistics• Heads of Supply Chain• Heads of e-Commerce• Heads of Warehousing and Inventory• Heads of Customer Service• Heads of Marketing• Heads of Distribution• Heads of Supply Chain and Demand Planning• Heads of Operations
Industries We Attract:
BREAKDOWN OF ATTENDEES:
TESTIMONIAL:
Fantastic array of speakers in a market which is on fire at the moment.Superb insights from entrepreneurs and seasoned CEOs with experience
across multiple organisations. A must for anyone who wantsto improve their total omni retail business performance.
— Schweppes
FOLLOW THIS EVENTTweet about this event using #ORSCS and@AkoladeAust for event and industry updates!
10:30 STRATEGIC LEADERS PANEL Reflecting on key factors driving service innovation • Examining the mega trends for global retail • Challenges for innovating the retail service offering • Contexts for Australian retail in the region Michael Fox, Chief Executive Officer, Shoes of Prey
Ben Smith, Chief Operating Officer, Fame and Partners
Luke Condon, Head of Consumer Delivery, TOLL Global, President, NORA – Supply Chain Chapter
11:10 Morning refreshments
11:40 KEYNOTE China’s e-commerce boom – a bird’s eye view • The transformation of the mobile Chinese consumer • Moving from made in China to bought in China • Balancing the potential with the challenge of demand volatility and shifts in consumer preference • Delivering an e-commerce platform to tap into the demands of Chinese consumers Maggie Zhou, Managing Director ANZ, Alibaba Group
12:10 STRATEGIC LEADERS PANEL Navigating the new retail landscape • How new business models challenge the retail landscape • Redefining retail leadership and the retail enterprise • Leveraging internationalisation of retail Lana Hopkins, Chief Executive Officer, MonPurse
Derek Sheen, Chief Executive Officer, Yellow Octopus
Con Dekazos, Former Chief Executive Officer, Forty Winks
PRE-SUMMIT RETAIL C-SUITE DAY | TUESDAY 21ST FEBRUARY 2017
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4th Annual Online Retail Supply Chain Summit + Retail C-Suite Day
8:30 Welcome and registration
8:50 Opening remarks from the Chair Mark Coulter, Chief Executive Officer, Temple and Webster
ADAPTING TO THE NEW NORMAL9:00 KEYNOTE The threat and opportunity posed by disruptive business models • Exploring innovative new business models and how established retailers are responding • The digitally connected mobile consumer • Customer behaviours, attitudes and expectations towards retail and consumer business brands • The internet of things Michael Fox, Chief Executive Officer, Shoes of Prey
9:30 KEYNOTE Staying relevant: Survival and growth in the age of consumer control • Setting up your business for future growth • Creating an innovative service and experience to differentiate your brand • How to adapt and lessons learnt Philip Bartholomew, Chief Executive Officer, My Pet Warehouse
CHALLENGES TO THE RETAILER’S VALUE PROPOSITON
10:00 The rise and impact of omni channel retailing in an increasingly mobile market • Stability and consistency across multiple channels • Focus shift from efficiency to quality • The power of a singular Customer Value Proposition • The importance of sophisticated supply chains to support omni-channel Luke Condon, Head of Consumer Delivery, TOLL Global, President, NORA – Supply Chain Chapter
Innovating the service model to evolvethe customer value proposition
3:20 STRATEGIC LEADERS PANEL Building the global brand • Building a brand and presence underpinned by market intelligence and customer needs • Global expansions and the preserving of the core brand • Brand strategies to deliver high levels of retention and growth of the customer base Jo Horgan, Founder & Managing Director, Mecca Cosmetica
Radek Sali, Chief Executive Officer, Swisse Wellness
Sven Lindell, Chief Marketing Officer, Temple & Webster, and Former Chief Digital Officer, Bras ‘N’ Things Liu Bing, Senior China Adviser, Australian Trade and Investment Commission
4:00 CLOSING KEYNOTE Redefining our business models and customer service for today’s consumer • Understanding how the definition of customer service is changing to meet the changing consumer expectations • The role of supply chain and fulfilment in the customer service proposition • Innovating to operating models Jeff Board, Chief Executive Officer, JAX Tyres
4:30 Closing remarks from Chair
4:40 End of Pre-Summit Retail C-Suite Day
4:45 Cocktail Networking Drinks Sponsored by:
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4th Annual Online Retail Supply Chain Summit + Retail C-Suite Day
12:50 Networking luncheon
1:50 Innovating the operating model to meet the needs of the connected consumer • Translating the strategy into operational capability • Looking under the bonnet – taking an operating model perspective • Key attributes of a retailer today – how desired capabilities are evolving in the context of revised customer value propositions Amy McWaters, Chief Operating Officer, Everything But Flowers
INNOVATIONS TO OPERATING MODELS
2:20 Strategies to innovate technology • How technology enables people centred strategies and customer experience • Key factors in ensuring that technological innovation is centred on customer experience • Encompassing both small details and the bigger picture • The technological trends that will disrupt the sector in immediate future Simon Kennedy, Chief Information Officer, The Warehouse, NZ
2:50 Afternoon refreshments
PRE-SUMMIT RETAIL C-SUITE DAY | TUESDAY 21ST FEBRUARY 2017
A great overall experience, good content and some inspirational speakers.
– GroupOn
11:30 KEYNOTE PLENARY Overcoming key supply chain challenges to meet customer fulfilment • How a retailer has used fulfilment to beat the competition • How it went about creating a point of difference via fulfilment • Meeting customised demands Christopher McCallum, Chief Operating Officer, Shoes of Prey, China (ORIA Hall of Fame 2016)
12:00 CASE STUDY Optimising and aligning innovative strategies to meet business goals • What lies ahead for online retailers • How can we innovate and boost productivity to meet the changing behaviours of customers • Tracking business and technology trends Scott Emmons, Head of Innovation, Neiman Marcus, USA
MOVING FULFILMENT TO THE FRONT LINE
11:00 Morning refreshments
11:30 CASE STUDY How we built a compelling fulfilment proposition – thinking like the consumer • Recognising fulfilment as part of the brand experience • Using your CVP as the basis for your fulfilment offer • Matching fulfilment options to your customers expectations • Customer-centric design for fulfilment Ben Hare, Chief Operating Officer, TinyMe (Winner – ORIA Best Site Optimisation & Design 2016)
12:00 CASE STUDY Illustrating Naked Wines approach to building customer centricity • Overcoming 5 supply chain challenges in Australia and overseas • Creating a point of difference via fulfilment to beat the competition • Establishing new processes and end to end visibility Luke Jecks, Chief Executive Officer, Naked Wines International
CONFERENCE DAY ONE | WEDNESDAY 22ND FEBRUARY 2017
Please choose from Stream A or Stream B to enhance your conference experience
STREAM A:DESIGNING THE RIGHT FULFILMENT OPTIONSFOR THE CONSUMER
STREAM B:ORDER AND INVENTORY MANAGEMENT
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4th Annual Online Retail Supply Chain Summit + Retail C-Suite Day
8:00 Welcome and registration9:00 Opening remarks from the Chair Paul Greenberg, Executive Chairman and Founder, NORA
9:10 KEYNOTE PLENARY Serving the new consumer without breaking the bank • How a mass market retailer offers great fulfilment service at reasonable cost • Carrying through a value based offer • Relevant customer fulfilment options and meeting customer expectations Thorsten Wichtendahl, Chief Executive Officer, The Co-op
9:50 KEYNOTE PLENARY Award-winning customer service fulfilment starts with the customer’s perspective • Principles of user-centric design and applying to customer service and fulfilment • Evolving the fulfilment offer in response to customer feedback • Building customer loyalty and top line management Arianne Kader, Head of Operations, Global Fashion Group & Former Regional Marketplace Operations Manager ZALORA Group, Singapore
10:30 KEYNOTE ADDRESS Consumer product safety and supply chain integrity • Key things suppliers need to know about the Australian Consumer Law and product safety • Recent lessons learnt in detecting and removing unsafe products from sale • Supply chain integrity • The ACCC’s product safety areas of focus for 2017 Delia Rickard, Deputy Chair, Australian Competition & Consumer Commission
Travis Walker-RestrepoNational Supply Chain and Procurement ManagerNu-Pure Beverages
Phillip HaddadChief Operating OfficerBooktopia(Winner – ORIA Best Mobile Commerce 2016)
Chair: Chair:
12:30 CASE STUDY Uncovering the latest tools for efficient cost effective order picking and incoming goods management • Managing online store automation for sortation and buffering of a wide range of products • Using intelligent wearable technology for high pick rate of e-commerce and warehouse applications • Minimise sortation space requirements with double sided, 3D tilt tray sorter for incoming goods and GtP • Simplifying transport of waste cartons for re-use or recycle through a single line, single drive conveyor Daniel Faesser, Managing Director, WRH Global Australia
2:00 CASE STUDY It all comes down to stock – how to manage inventory in a “buy anywhere fulfil from anywhere” world • The challenges of inventory visibility across distributed networks • Forecasting and planning inventory for online demand • Aligning inventory and fulfilment options Phillip Haddad, Chief Operating Officer, Booktopia (Winner – ORIA Best Mobile Commerce 2016)
2:40 CASE STUDY Supply chain agility to meet customer demands in a profitable way • Managing and responding with immediacy to opportunities and threats through end to end visibility • Building multi-dimensional qualities - alertness, accessibility, decisiveness, swiftness and flexibility • Adapting quick response strategies Jordan Muir, Co-Founder & Chief Innovation Officer, Aussie Farmers Direct
12:30 Technological Insights – Corporate Partners
2:00 CASE STUDY How retailers manage the fulfilment message to improve conversion rates • Fulfilment-related barriers to conversion • How best to showcase delivery options and pricing • Clarity and simplicity in delivery-related content Simon Molnar, Technical and Operations Director, ICE Online
2:40 CASE STUDY Meeting customer demands through customised packaging • Design of packaging to reinforce your brand and your products • Packing operations - best practice and common mistakes • Curating the receiving experience - how to create a moment of delight when the delivery arrives Anthony Marshall, Head of Operations, Birdsnest (Winner – ORIA Best Customer Service 2016)
CONFERENCE DAY ONE | WEDNESDAY 22ND FEBRUARY 2017
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4th Annual Online Retail Supply Chain Summit + Retail C-Suite Day
3:40 Meeting the needs of evolving customer’s buying behaviours and expectations Ben Franzi, General Manager - eCommerce Platforms and Digital, Australia Post
4:10 PANEL DISCUSSION Designing fulfilment from a consumer’s point of view • Click and collect – sharing good practice • Emerging fulfilment best practice – curated fulfilment • Inventory visibility and online fulfilment – how to overcome the barriers Moderator: Rebecca Burrows, General Manager – Small Business, Australia Post
Panellists:
3:20 Afternoon refreshments
4:50 CLOSING PLENARY Reinventing the established retail supply chain • How large established retailers are responding to the challenges of digital • Meeting new supply chain capabilities • How are we reinventing the retail supply chain Andrew Tripp, Supply Chain Director, Adidas
5:20 Closing remarks from the Chair
5:30 Cocktail networking reception
7:00 Networking dinner
Akolade would like to invite participants to join us for an enchanting underwater world dinner in Melbourne’s Sea Life Aquarium. Continue conversations with event speakers and attendees as you dine surrounded by huge stingrays, massive sharks, and thousands of multi-coloured aquatic animals.*Separate
*Tickets available for purchase for summit participants only.
1:00 Networking luncheon
Philip Bartholomew, Chief Executive Officer, My Pet WarehouseClaire Strange, General Manager – Customer Delivery, Endeavour Drinks
Barry Nicolaou, Founder & Director, ShoeCircle
David Fenlon, Managing Director ANZ, Blackmores
Brad Foenander, Head of E-Commerce, Coles
T | 61 2 9247 6000 F | 61 2 9247 6333 E | [email protected] W | akolade.com.au Produced by: 9
4th Annual Online Retail Supply Chain Summit + Retail C-Suite Day
11:10 Morning refreshments
8:00 Welcome and registration9:00 Opening remarks from the Chair Russell Zimmerman, Executive Director, Australian Retailers Association
9:10 KEYNOTE PLENARY Winning e-commerce business in Asia • Same Vs different customer requirements in different geographies • Overcoming tricks to operational set-up • Exploring impacts on supply side / imports, taxes and duties • Selecting the right commercial partners Ganesh Kashyap, General Manager & Director E-Commerce Asia Pacific, Mondelez International, Singapore
9:50 KEYNOTE PLENARY Click-And-Collect: Increasing flexibility for customers • Measuring the benefits of Click & Collect for existing retail operations • Exploring replenishment solutions for Click & Collect that maintains product availability • Evaluating the importance of stock management to effectively separate Click & Collect stock from shop floor stock Craig Jordan, Chief Digital Officer, The Warehouse, New Zealand
10:30 PANEL DISCUSSION The demands of same day delivery – how to address this opportunity? • Feedback from the front line – what do consumers want when it comes to delivery and returns? • Optimising the delivery offer for convenience vs value vs context • Creating the right set of commercial arrangements to ensure delivery • Where will same day fulfilment go in the next 5 years Panellists: John Winning, Chief Executive Officer, Winning Group & Founder, Appliances Online (Winner – Best Pureplay Online Retailer 2016, ORIA Industry Recognition Award & Online Retail of the Year 2016)
Tim Greenstein, General Manager – Supply Chain and Technology, RCG Corporation Brad Foenander, Head of E-Commerce, Coles
Anthony Marshall, Head of Operations, Birdsnest (Winner – ORIA Best Customer Service 2016)
11:40 CASE STUDY Using our store network in fulfilling online orders • Offering great fulfilment service at reasonable cost • Carrying through a value based offer • How Supercheap Auto met the demands of customer expectations Angus MacDonald, Head of Trade and Digital, Supercheap Auto
12:10 CASE STUDY To charge or not to charge – getting the commercial model right • Consumers perspectives on cost of freight in the overall purchase decision • If, when and how best to use free shipping • Costing for a range of service options - different charging mechanisms and commercial offers • Free returns / keep, do not return options - when to offer these Rob Kaldor, Head of Digital, Identity Direct
11:40 CASE STUDY Applying lean techniques to fulfilment operations • Reconfiguring manufacturing to meet demand • Creating agility and flexibility in the supply chain • Overcoming bottlenecks Travis Walker-Restrepo, National Supply Chain and curement Manager, Nu-Pure Beverages
12:10 CASE STUDY Starting from scratch – how we designed our customer fulfilment practices beyond purchasing • The differences between experience creation and making a sale • Implications of black & white transactions • Importance of product knowledge in staff training • Revolutionising the way B2B orders are placed Barry Nicolaou, Founder & Director, ShoeCircle
Please choose from Stream A or Stream B to enhance your conference experience
STREAM A:COST MANAGEMENT – EFFICIENT ORDER FULFILMENT
STREAM B:LAST MILE AND RETURNS
Ben HareChief Operating OfficerTinyMe (Winner – ORIA Best Site Optimisation & Design 2016)
Gary ElphickCo-Founder & Chief Executive OfficerDisrupt Sports(Winner – ORIA Best New Online Retailer 2016)
Chair: Chair:
CONFERENCE DAY TWO | THURSDAY 23RD FEBRUARY 2017
5:30 Cocktail networking reception
7:00 Networking dinner
CONFERENCE DAY TWO | THURSDAY 23RD FEBRUARY 2017
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4th Annual Online Retail Supply Chain Summit + Retail C-Suite Day
We started our journey with Akolade three years ago and we are back for thethird year as a Gold Sponsor I’m really pleased with the turnout this year.
— Head of eCommerce Marketing and Partnerships, StarTrack/AusPost
2:00 CASE STUDY Customisation co-design: How to deliver personalised experiences online • Enhancing customer experience, engagement and pinpoint demand • Delivering personalised products and acquiring new customers • Developing mass customisation as the ultimate acquisition tool Gary Elphick, Co-Founder & Chief Executive Officer, Disrupt Sports (Winner – ORIA Best New Online Retailer 2016)
2:40 PANEL DISCUSSION The future of supply chain management • Meeting the growing challenges of increased business complexity and global market instability • What does the future of supply chain management look like • Will emerging technologies change the way we think about supply chain? Panellists: George Bearzot, Supply Chain Director – Business Transformation, Lion Alfons Van Woerkom, Supply Chain Director – Asia, Unilever Travis Walker-Restrepo, National Supply Chain and Procurement Manager, Nu-Pure Beverages
2:00 Aligning innovative strategies to meet the changing expectations of consumers • Overcoming innovation barriers • Addressing the different attitudes and behaviours towards consumer fulfilment • Deploying end-to-end execution of customer-facing digital platforms Gareth Jude, Retail Industry Executive, Telstra
2:40 PANEL DISCUSSION Using new technologies to reduce cost • Tablet-enabled service - does it actually increase costs? • Vehicle tracking and routing - new techniques to get the best use of your transport fleet • Labour scheduling and optimisation - trends and tools • How soon will RFID be implemented in Australia? Panellists: Kate Langford, General Manager – Digital Retail, Woolworths Kevin McAuley, General Manager – Customer, Super Amart Daniele Perotti, Marketplace Operations Director, Global Fashion Group, Singapore Gareth Jude, Retail Industry Executive, Telstra
Sean Sloan, Manager – Omni-Channel & RFID, GS1 Australia
12:40 How to effectively fulfil online orders with store orders • Why online orders are more difficult than store orders • How to deal with both in an integrated approach • How to maintain flexibility for the future Brad Welsman, Managing Director, SSI Schaefer
12:40 How to determine the right warehouse management solution for your business • Online Order Profiles and how to optimise picking • Features to support packing operations • Integration with shipping and freight cost optimisation • Integration to ecommerce solutions Sean Ryan, Head of Sales, Swisslog
3:20 Afternoon refreshments
3:50 Regional logistics – an e-commerce marketplace perspective • Meeting the needs of the "always on" value chain • Drop shipment and the quest to meet customer expectations • Cash on delivery and opportunities in the payment space • The challenge of free delivery • Vertical integration and the future of merchant/3Pls Daniele Perotti, Marketplace Operations Director, Global Fashion Group, Singapore
4:30 CLOSING PLENARY CASE STUDY How fulfilment helped us become Online Retailer of the Year 2016 John Winning, Chief Executive Officer, Winning Group & Founder, Appliances Online (Winner – Best Pureplay Online Retailer 2016, ORIA Industry Recognition Award & Online Retail of the Year 2016)
5:10 Closing remarks from the Chair and end of day two
1:10 Networking luncheon Sponsored by:
Building a mindset and processes to manage customer demands, increasing complexity and continuous change• How to react and respond to rapidly fluctuating demands• Develop an operating model to deal with continuous changing customer demand• Build supporting supply chain team resilience and how to measure it• Be proactive and make better decisions in a high pressure environment
Looking beyond transactional selling: designing lasting customer fulfilment practices• Understanding the correlation between business culture and customer service practices• How your ‘Why' for business, directly relates to the customer experience • Observing how ‘solution-based’ service training positively impacts a returning customer• The synergy between Inspired employees, retention rates and purchasing customers
Barry is seen by the Australian footwear trade as “the Footwear-oracle”- transforming retail based Fashion and Footwear thinking in the fields of customer service and personal fulfillment while conquering harmful habits such as fear-based thinking and negativity. He is change agent on inspiring customer service practices and culture change in footwear and fashion stores.
POST CONFERENCE WORKSHOPS | FRIDAY 24TH FEBRUARY 2017
9:00AM – 12:00PM I WORKSHOP A 1:00PM – 4:00PM I WORKSHOP B
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4th Annual Online Retail Supply Chain Summit + Retail C-Suite Day
Barry NicolaouFounder & DirectorShoeCircle
Niels brings to the table almost 20 years of improving supply chain and business performance in multinational companies and implemented solutions in over 10 countries like Russia, UK, France, Belgium, The Netherlands, Spain, Portugal, Switzerland, Italy and Australia.
Niels van HoveDirectorTrueBridges
Cheryle has been working in retail/training /buying roles for 40 years. Some of the organisations Cheryle has represented include footwear heavyweight Clarks shoes and more recently ECCO footwear in Australia where she took on various roles relating to customer service fulfillment and product knowledge.
Cheryle KobresleyManagerECCO Shoes
Facilitators: Facilitator:
Very interesting perspectives & great opportunity to get an understanding of global & local trends in online fulfilment.
— Office works
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4th Annual Online Retail Supply Chain Summit + Retail C-Suite Day
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T | 61 2 9247 6000 F | 61 2 9247 6333 E | [email protected] W | akolade.com.au Produced by: 13
4th Annual Online Retail Supply Chain Summit + Retail C-Suite Day
2 Day Summit $3,899 $3,899 $3,899 $3,899 $3,899
Day One Day Two
Stream A
Stream B
Stream A
Stream B
IMPORTANT NOTICE: Attendance will only be permitted upon receipt of full payment. Please note that the programme and speakers are subject to change without notice. If the venue changes, youwill be notified. Akolade will not be responsible for any event re-scheduled or cancelled.CANCELLATION POLICY: Should you be unable to attend, a substitute delegate is always welcome at no extra charge. Akolade regrets that no cancellations will be refunded, conference documents,however, will be sent to the delegates. For an event cancelled by Akolade, registration fees are fully refundable. Akolade will not be responsible for any event alterations, re-schedules, or cancellations.PRIVACY POLICY: Please note that a portion of the data for this mailing was supplied by third party sources. If you would no longer like to receive promotional mail from Akolade, please opt-out byconfirming in writing and forwarding your letter to [email protected]. Please note all opt-out requests will be processed within 30 business days from the date of receipt.
Retail C-Suite Day $999 $1,099 $1,199 $1,299 $1,3992 Day Summit $1,499 $1,599 $1,699 $1,799 $1,8993 Day Summit $2,099 $2,199 $2,299 $2,399 $2,499Please Tick: 2 Day Summit + Retail C-Suite Day OR 2 Day Summit + WorkshopsFull 4 Day Summit $2,499 $2,599 $2,699 $2,799 $2,899(Retail C-Suite Day, 2 Day Summit, Workshops)Networking Dinner $195 $195 $195 $195 $195
Networking DrinksPlease tick to indicate attendance and if you registered as a group, please indicate how many people will be attending:
AN ADDITIONAL 10% GST IS APPLICABLE ON ALL CHARGESFor additional date rates, please contact Akolade on 02 9247 6000 or [email protected]