Dave has worked in Online Grocery Operations for the last decade developing store-based and standalone operations with Tesco.com and Sainsbury’s. Dave has extensive experience integrating the demands of the Online customer into the upstream processes that serve them as well as in optimising Online fulfilment around existing supply chain, store and logistics processes. He leads a team which is responsible for developing optimal and efficient service models, across store and dark store and collection and delivery.

Craig is a well-respected and vastly experienced eCommerce professional, having worked in almost all retail sectors and covered most business areas he has plied his knowledge and skill set to solving a broad range of commercial, logistical and evolving market issues.

Today Craig is part of the leadership team at feelunique.com who are currently growing 50% year on year in the UK. He has broad responsibilities for Customer Experience, Logistics, Business Systems and leading change/business development programmes. Currently Craig is focusing on launching a new UK Distribution Centre, launching Glamour Beauty Boutique (a white label website for Conde Nast), creating a seamless Omni channel business in Jersey, overhauling Customer experience propositions (with a focus on International) and supporting the businesses growth plans which he says must remain secret for now.

Craig has previously worked at Play.com, QVC and Dixons where he has had broad responsibilities and has managed the despatch and servicing of over 300m home delivery orders, to nearly 50% of the homes in the UK.

Stephen has been at AO.com for the last 9 years and has held a number of roles. He is currently Director of Business Expansion, expanding both their UK and international business. AO’s philosophy is built around the customer experience and their in-house logistics is a key component of delivering that moment of difference for AO’s customers.

Daniela Cavinatto is Director of Merchandising and Operations for Direct to Consumer at LEGO® EMEA since 2012. As a member of the Direct to Consumer Leadership Team, she leads the holistic strategy, planning and distribution of the LEGO® product assortment to optimally satisfy demand from high affinity shoppers in 21 countries through 33 stores, the LEGO catalogue, direct mail, shop.lego.com and contact center sales.

Before joining The LEGO Group, Daniela spent 13 years at Unilever in several local, Regional and Global roles, acquiring market expertise in Americas, Europe and Asia. Having lived in Brazil, the Netherlands, the United Kingdom and Germany, she attained extensive multicultural management experience through diverse positions from Product Planning to Distribution and Customer Service.

Luis Teixeira has been working in Farfetch since September 2012 as Global Operations Director. Since 2014 Luis is also assuming the Farfetch Portugal General Manager position.

Launched in October 2008, Farfetch is rapidly growing into a truly global company with more than 300 independent associated boutiques from 32 countries mainly across Europe and North America selling to more than 170 countries worldwide. It has actually offices in London, Porto, Los Angeles, New York, São Paulo, Shangai and Tokyo, and a team of more than 650 talented people.

As a Global Operations Director Luis is the worldwide responsible for Payments and Fraud, Supply and Delivery Operations and also Customer Service. Having over 14 years of professional experience in businesses such as retail, energy and fashion, as Farfetch Portugal General Manager Luis is facing the challenge to manage the biggest affiliate of Farfetch (450 employees till the end of 2015).

Furthermore, Luis holds a Degree in Management and Industrial Engineering from Porto’s University (Portugal) and a MBA in Logistics from Porto Business School (Portugal).

Kate has over 17 years’ experience in online and ecommerce and combines her 2 greatest loves – ecommerce and great shoes as Ecom Director for the Dune Group. Previously Kate was the Ecommerce Director at LK Bennett, and has held ecommerce management roles in retail, climate change, financial news, education and online banking. 

Liz Cerroti is Head of Member Services at The Wine Society, responsible for the service experience delivered by all the customer-facing teams in this £100m distance-selling wine business.

The Wine Society is a successful mutual organisation serving its 130,000 active members nationwide. The business is not profit-maximising and instead exists to provide members with great wines at fair prices with outstanding levels of service. Delivery of wine to the door is a key element of our service offering.

In her career at The Society, Liz has moved through the business to her current role on the Executive team.  She’s passionate about providing excellent levels of service to members at every opportunity. ‘I'm proud of what The Wine Society stands for and the service we deliver to our members. I’m driven by the knowledge that we need to keep moving to stay ahead of the competition and meet the increasing expectations of our members.

Pete has worked in the direct-to-consumer marketplace for more years than he cares to remember and has enjoyed being part of the successes in the early days of home delivery with Marks and Spencer, through the meteoric growth at Boden and short spells with Selfridges and Unipart/ASOS.

He has been leading the e-commerce and retail fulfilment operations at Charles Tyrwhitt for the last four years, during which time the business has grown threefold, with a wide remit including day to day operations, warehouse design, systems and process change, cultural development and driving improvements in productivity and end to end customer service.

Calum is passionate about the role of supply chain management in driving business performance with extensive international experience across demand planning, sales & operations planning, distribution and procurement systems development. In his current role Calum is responsible for business intelligence, forecasting and planning, customer service, distribution and accounts receivable teams. Calum directed the turnaround of operational performance for the business supporting significant growth and improvement to profit margins. He implemented collaborative forecasting and planning with key customers to improve stock availability and grow consumer sales and developed sales & operations planning to become core integrated business planning process.

Glen Richardson, CMO at Fruugo.com, is an authority on cross-border e-commerce, an industry leader, international speaker and technology Entrepreneur. Before joining Fruugo Glen developed digital products including news distribution, content management, acquisition programs, consumer retention and analytics platforms. He has also judged various industry awards and sits many advisory panels.

Alex has been with Vodafone for 14 years. Since April 2013 he is accountable to manage and drive Vodafone’s Retail and Logistics transformation programme with specific focus on customer experience, process and system design. Thereby he’s also responsible to design and implement the cross channel customer journeys across Online, Retail and Contact Centre. With his team he represents Vodafone Germany as the lead Operational Company for creating a global retail and logistic blueprint solution as a reusable role model for other transformation programmes in the Vodafone World.

Craig runs the popular blog retail-innovation.com and regularly speaks at events on the subject.  Craig has recently joined REPL from M&S where he was famous for putting all the digital in store which included assisted-selling tablets, self-service kiosk and digital signage.  More recently, Craig was one of the main delivery leads of the £180m multichannel re-platform programme of M&S.com.  At REPL, Craig is helping retailer’s shape and deliver their in-store digital strategies.

Patrik leads McKinsey's EMEA Retail Operations Practice. Patrik supports retailers and other consumer-facing companies on strategy, customer experience, digital/multichannel excellence and operations. His recent work in retail includes improving customer service and frontline sales at a chain of department stores, raising the productivity of store operations at a grocery retailer and transforming the end-to-end, multichannel supply chains of an apparel retailer and a home improvement retailer. Beyond retail, recent experience includes helping a travel company step-change customer experience and productivity through a Lean transformation program and supporting a direct line insurance company on improving its call centers and instilling a culture of continuous improvement.

Martin is a member of the Group Supply Chain Strategy Team at Travis Perkins and is is responsible for significantly improving the positive contribution of planning and forecasting in regard to overall business performance. Martin's areas of expertise include performance improvement, S&OP, programme management, transport and logistics operations and supply chain development.

Michelle serves eBusiness & Channel Strategy Professionals. Her research covers eCommerce in Europe, with a particular focus in the retail industry. Her current areas of research include European eCommerce trends and forecasting, multichannel retail, and the impact of changing consumer behavior on the retail industry in Europe.

Peter has over 30 years’ experience in international transportation, logistics and supply chain management; and is recognised as a principal of authority in global supply chains and logistics based on achievements at Director level with some of the world’s leading global logistics providers.

A Graduate of the Institute of Export and Member of the Chartered Institute of Logistics and Transport, Peter’s career started in the export shipping department of Courtaulds plc, before joining his family's freight forwarding company, D H Ward (Shipping) Ltd, where he became Managing Director.  In 1994 he masterminded the Company's merger with American-owned Fritz Companies, which under his leadership became a top-five forwarder in Europe prior to acquisition by UPS in 2001.  More recently Peter was Director Europe of P&O Nedlloyd Logistics, and Commercial Director at DP World London Gateway prior to joining UKWA as Chief Executive in January 2015. 

Peter has significant practical experience of international process design and network optimisation throughout Europe, Asia and North America; designing and delivering complex supply chain solutions in different logistics and client organisations worldwide, with an impressive history of multiple client cost and service benefits across various industry sectors.

Lluis is a marketing and retail consultant and Professor of Marketing & Retail Innovation at Esade Business School. His approach to management is inspired by and centered in customers. His aim is to transform businesses so that they give a better quality of life to customers and also remain competitive and profitable. He's been a speaker at a number of international conferences, such as the Neuromarketing World Forum in Barcelona, March 2015. He is also an active writer of marketing posts on his blog: martinez-ribes.com and on LinkedIn. He has been a consultant for companies covering 25 countries including AbbVie, Asics, Bayer, Coca-Cola, Desigural, Zara, Ikea and Nestlé, to name a few.

In this capacity, Mike is responsible for a number of key initiatives within eBay, including developing the relationship with Argos where eBay products can be collected, developing the Global Shipping Programme which enables sellers of any size to sell internationally without the complexity of international shipping, and managing eBay’s relationship with carriers to ensure we can offer the best carriage options at the lowest cost and integrate tracking services onto the eBay platform. More than 18m people visit the UK every month, and 200,000 UK businesses trade on our site.

Andrew leads a team of people who manage the e-commerce website, digital marketing & new media channels for one of the UK's most-respected brands in musical instrument retail. His role covers team leadership, project management, web design & development, performance analysis, copy writing, graphic design and assistance with various ICT business solutions.

Alice Hastings-Bass is a co-founder of LUX FIX, an e-commerce destination uniting the UK’s best, hard-to-find, independent designers on one easy to shop website. As luxury brands become increasingly the preserve of the super-rich and fast fashion chases the under-30s, LUX FIX provides expertly designed and age/price appropriate fashion for stylish 30+ women who have been neglected by the incumbent fashion players.  Before co-founding LUX FIX, Alice worked in investment banking at Goldman Sachs, and then in private equity.

Francis is the Group Head of eCommerce and Digital Sales for Iglo Group Ltd, responsible for unlocking the online opportunity across the wider Iglo organisation and markets. He is experienced across multiple retailers across multiple markets including FMCG and non-food categories.

As Web Operations Manager I have responsibility for the operational running of all our websites, including our Hire offering, and frequently visit our Distribution Centre to ensure our fulfilment processes are streamlined. I also oversee the project work carried out by our bespoke developers and work closely with our fulfilment partners to offer our customers a seamless shopping experience.

Andrés is an Associate Principal of McKinsey's Supply Chain Management Practice and co-leads McKinsey's Retail Supply Chain service line. He has lead transformation projects in consumer goods, apparel, retail, e-commerce and pharma companies in Europe and Latin America. His current areas of expertrise include operation strategy, organisational redesign and capability building, supply chain and lean transformations, supply and operations planning (S&OP). Prior to joining McKinsey, Andrés worked at L'Oreal, HBC and Johnson & Johnson EMEA in various operation and supply chain management roles with a focus on  supply chain strategy and transformation, warehouse expansion, automation and ERP implementation.

With an extensive background in Operations and Multi-Channel Fulfillment, Chloe has worked at some of the UK’s most successful retailers including Liberty, House of Fraser and the John Lewis Partnership. Chloe has covered a wide range of roles including Import/Export Manager, Carrier Manager and Multi-Channel Fulfillment Project Manager giving her a wealth of knowledge across the logistics sector and the challenges faced by eCommerce retailers. wnDirect was built by eCommerce experts specifically to overcome these challenges, Chloe’s role at wnDirect is to spearhead such innovations that wnDirect have become renowned for.

Andrew has over 35 years commercial experience in the transport and logistics sector, particularly the Express Parcels and Postal markets. In the "corporate world" he has held positions such as Executive Director of Postcomm (the UK's postal regulator) and as Group Commercial Director of Jersey Post International in the Channel Islands. Andrew specialises in the area of postal strategy and e-logistics and is retained by the UK's e-retail trade body IMRG, as its in house expert in these areas and by several other blue chip organisations to advise on strategic issues.

Passionate about the optimization of the Omni-channel customer experience, Théodora, joined L’Occitane en Provence in 2013, a historically international brick and mortar retailer, to support the strong e-commerce growth. Considering herself as a link between the two worlds of operations and digital, her scope covers network optimization and international processes design (from Demand Planning until the delivery to end customer). Prior to L’Occitane en Provence, as a strategy consultant, Théodora has lead transformation projects in consumer goods and retail with a focus on organization redesign and cost optimization.

Jonathan is UK Managing Director at wnDirect, one of the UK’s leading providers of cross-border eCommerce shipping and innovation. Previously, Jonathan was at Marks & Spencer, Tesco and Dixons Retail.