The presentation from Partner Day 2017, held on 17th October.

1. Partner Day
October 2017
P A R T N E R D A Y , 2 0 1 7

2. 2
10 ways Retailers and Brands use
Delivery today
Lunch, Networking
10 ways Retailers and Brands will
further develop their focus on Delivery
Drinks, Networking
AGENDA
P A R T N E R D A Y , 2 0 1 7
11.00 to 12.45
12.45 to 14.00
14.00 to 15.45
15.45 to 17.00

3. 3
Welcome, Rob Minns, MetaPack, VP Sales
10 ways Retailers and Brands use Delivery today
Martin Goldstein, River Island, Head of Purchasing
Mike Smee, OneStock, Country Director UK
and Guy Tambling, Phase Eight, eCommerce Director
MetaPack Update, Patrick Wall, Founder
01
02
03
04
05
AGENDA
FOR MORNING
P A R T N E R D A Y , 2 0 1 7

4. 4
Open Mike – “Elevator Pitch”
10 ways Retailers and Brands will further
develop their focus on Delivery
Gary Winter, PayPoint, Parcel Services
Director
Q & A
Summary and Close, Rob Minns
06
07
08
09
10
AGENDA
FOR AFTERNOON
P A R T N E R D A Y , 2 0 1 7

5. WELCOME TO THE PARTNERS
5P A R T N E R D A Y , 2 0 1 7
7th Iteration Consulting
Accenture
ASC Consulting Ltd
BearingPoint
BluJay Solutions
Conveyor Networks Ltd
E-Gistics
Embrace The Change
IBM
IMRG
Inter-alliance logistics
Keymail UK Ltd
Locpin
Logopak
Maginus
Manhattan Associates
Moneyspyder
Naqel Express
OneStock
P4D
Paypoint PLC
PeopleVox Barcode Systems
SAP
Virtualstock
Volo Commerce
Voodoo Ltd
ZigZag Global Ltd

6. WELCOME TO THE RETAILERS
6P A R T N E R D A Y , 2 0 1 7
Alibaba Group
Argos
Beauty Bay
Burberry
Coast
Connect Group PLC
Dixons Carphone Ltd
eBay
Estee Lauder Companies
Fiver London Ltd
Fred Perry
Game
Groupon
Interflora
Kingfisher
Marks and Spencer PLC
Nespresso
New Look Retailers
Office Depot
Pets at Home
PhotoBox Group
River Island
Selfridges
Shiptor.com
Shop Direct Group
Smyths Toys
Surfdome
Ted Baker
The White Company
Unipart
USB International
Wiggle Ltd

7. WELCOME TO THE 3PLS
7P A R T N E R D A Y , 2 0 1 7
ASCG
B2C Europe
Clipper Logistics
Deutsche Post
DHL
IMN International Mail Net GmbH
Menzies Distribution
Norsk Global Wholesale
Parcel2Go.com
Pass My Parcel
Radial
Whistl UK Ltd
XPO

8. A SPECIAL WELCOME TO…
8P A R T N E R D A Y , 2 0 1 7
Mark
Thornton
COO
“Maginuns”

9. 10 Areas Where Retailers and
Brands
have Invested in Delivery
Rob Minns, MetaPack, VP Sales
P A R T N E R D A Y , 2 0 1 7

10. SLOW
“Free Delivery” promoted
Postal services
Cost Centre
SINGLE CARRIER
FAST
“Next day” promoted
First competitive step
Post and a next day carrier
Expensive cost centre
SEVERAL CARRIERS
CONVENIENT
“Click & collect” promoted
Pick up drop off
To home
MANY CARRIERS
PERSONALISED
Delivery options
Consumer app
Preference register
In-flight changes
Timeslots
“MULTI-CARRIER”
4 ERAS OF DELIVERY
10P A R T N E R D A Y , 2 0 1 7

11. METAPACK CONSUMER RESEARCH
11P A R T N E R D A Y , 2 0 1 7
AVAILABLE
OCT 2017
2014/15 2015/16 2016/17 2017/18
www.metapack.com/research

12. 12P A R T N E R D A Y , 2 0 1 7
1. A RANGE OF DELIVERY SERVICES
For all markets…
...you must be competitive
with local players
D ELIVERY OPTION S
Next day
Saturday
Premium
9 AM
Economy
INTL
D OMESTIC
Choose right carrier
services and carriers
Economy
Next Day
Premium
PUDO
IN TER N ATION A L
Choose right markets
Choose right carrier
services within market

13. 13
50%
60%
DELIVERY OPTIONS
S O U R C E :
M E T A P A C K “ S T A T E O F
E C O M M E R C E D E L I V E R Y
R E P O R T
2 0 1 7 / 1 8
P A R T N E R D A Y , 2 0 1 7
have abandoned a basket on a
retailer or branded
manufacturers website
because of unsatisfactory
delivery options
of consumers bought goods
from one online merchant over
another because the delivery
options were more
convenient for their needs

14. 14
2. MULTIPLE CARRIERS PER SERVICE TYPE
DOMESTIC
Economy
A.
B.
C.
P A R T N E R D A Y , 2 0 1 7

15. 15
20%
(For those that abandoned
a basket on a retailer or
brand/manufacturers site)
They did so because the
site indicated they would
use a carrier that has let
the customer down before
12%
DELIVERY OPTIONS
S O U R C E :
M E T A P A C K “ S T A T E O F
E C O M M E R C E D E L I V E R Y
R E P O R T
2 0 1 7 / 1 8
P A R T N E R D A Y , 2 0 1 7

16. ORDER &
CUSTOMER PROMISE
16
3. ALLOCATE EACH PARCEL TO THE BEST
CARRIER FOR THE CUSTOMER
Possible Services
Apply Business
Rules
Price & Cost
Date & Time
Restrictions
Same/Next/Named day
Evening/timed
POD/Insurance/COD/Hazmat
Weight, Dimension, Delivery Country/Area,
POD, COD, Insurance, Bespoke rules….
Charge by weight, dim, country,
no. of parcels…..
Workday & Cut Off times for each warehouse
Based on Retailers’ preference or
Overall Score
PowerfulRulesEngine
Geo-Location Validation
Carrier Routing
Transit Time ValidationPossible Carriers
Consignment attributes
Weight, Volume, Value, # Parcels,
Custom fields, Ship From/To, etc.
P A R T N E R D A Y , 2 0 1 7
BEST CARRIER SERVICE
Delivery Options

17. 17
4. BUY BY POSTCODE NOT BY VOLUME
P A R T N E R D A Y , 2 0 1 7
SW – London
EX – Exeter
DN – Doncaster
KW – Orkneys

18. 5. PUT CUT
OFF TIMES
BACK
18P A R T N E R D A Y , 2 0 1 7

19. 5. PUT CUT
OFF TIMES
BACK
19P A R T N E R D A Y , 2 0 1 7

20. 5. PUT CUT
OFF TIMES
BACK
20P A R T N E R D A Y , 2 0 1 7

21. 21
45%
(for those that abandoned a
basket on a retailer or
brand/manufacturers site)
They did so because
Delivery would take too
long
43%
FAST DELIVERY
P A R T N E R D A Y , 2 0 1 7
S O U R C E :
M E T A P A C K “ S T A T E O F E C O M M E R C E
D E L I V E R Y R E P O R T
2 0 1 7 / 1 8

22. 6. PROMOTE
DELIVERY
ON THE
HOMEPAGE
22P A R T N E R D A Y , 2 0 1 7

23. 6. PROMOTE
DELIVERY
ON THE
HOMEPAGE
P A R T N E R D A Y , 2 0 1 7

24. 6. PROMOTE
DELIVERY
ON THE
HOMEPAGE
P A R T N E R D A Y , 2 0 1 7

25. 6. PROMOTE
DELIVERY
ON THE
HOMEPAGE
25P A R T N E R D A Y , 2 0 1 7

26. 6. PROMOTE
DELIVERY
ON THE
HOMEPAGE
26P A R T N E R D A Y , 2 0 1 7

27. 6. PROMOTE
DELIVERY
ON THE
HOMEPAGE
27P A R T N E R D A Y , 2 0 1 7
I G N O R I N G P R I C E , W H AT A R E T H E M O S T I M P O R TA N T D E L I V E R Y
C O N S I D E R AT I O N S F O R Y O U R P U R C H A S E S ?
O V E R A L L
FREE delivery 59%
FAST delivery 20%
LOW COST delivery 19%
CHOICE of multiple delivery options and prices 19%
Delivery PRECISION 18%
Delivery AGILITY (being able to change the arrangements in-flight) 16%
The convenience of having multiple delivery options to match my exact needs 15%
Delivery PERSONALISATION 15%
The ability to TRACK delivery 12%
S O U R C E :
M E T A P A C K “ S T A T E O F E C O M M E R C E
D E L I V E R Y R E P O R T
2 0 1 7 / 1 8

28. 28
7. INCENTIVISE BASKET CONVERSION ON PRODUCT
PAGE – TIME LIMITS TO BUY
P A R T N E R D A Y , 2 0 1 7

29. 29
7. INCENTIVISE BASKET CONVERSION ON PRODUCT
PAGE – TIME LIMITS TO BUY
P A R T N E R D A Y , 2 0 1 7

30. 30P A R T N E R D A Y , 2 0 1 7
8. DYNAMIC
OPTIONS IN
CHECKOUT
DON’T OVER
PROMISE

31. 31P A R T N E R D A Y , 2 0 1 7
8. DYNAMIC
OPTIONS IN
CHECKOUT
DON’T OVER
PROMISE

32. 32P A R T N E R D A Y , 2 0 1 7
8. DYNAMIC
OPTIONS IN
CHECKOUT
DON’T OVER
PROMISE

33. 33P A R T N E R D A Y , 2 0 1 7
8. DYNAMIC
OPTIONS IN
CHECKOUT
DON’T OVER
PROMISE

34. 34P A R T N E R D A Y , 2 0 1 7
8. DYNAMIC
OPTIONS IN
CHECKOUT
DON’T OVER
PROMISE

35. 35P A R T N E R D A Y , 2 0 1 7
8. DYNAMIC
OPTIONS IN
CHECKOUT
DON’T OVER
PROMISE

36. 36P A R T N E R D A Y , 2 0 1 7
8. DYNAMIC
OPTIONS IN
CHECKOUT
DON’T OVER
PROMISE

37. 37P A R T N E R D A Y , 2 0 1 7
R E A S O N F O R A B A N D O N M E N T T O TA L
Delivery option was too expensive 54%
Delivery would take too long 45%
I was looking for free delivery 41%
Delivery was not guaranteed by a certain date
(no time slot, delivery deadline)
33%
I wanted to pick up from my local shop (not
available)
17%
I wanted to select a certain day (not available) 20%
Because they indicated they would use a carrier
that always lets me down
20%
I wanted to be able to pick up in store (not
available)
17%
I couldn't track 19%
I wanted it today (not available) 14%
8. DYNAMIC
OPTIONS IN
CHECKOUT
DON’T OVER
PROMISE

38. 9. BRAND
THE CARRIER
COMMUNICATIONS
38P A R T N E R D A Y , 2 0 1 7

39. 9. BRAND
THE CARRIER
COMMUNICATIONS
39P A R T N E R D A Y , 2 0 1 7

40. 9. BRAND
THE CARRIER
COMMUNICATIONS
40P A R T N E R D A Y , 2 0 1 7
NESPRESSO Club
Thank you for your Order!

41. 9. BRAND
THE CARRIER
COMMUNICATIONS
41P A R T N E R D A Y , 2 0 1 7
https://www.nespresso.com/uk/en/track-your-
order?cid=UK_metapack_track_your_order

42. 10. DELIVERY
LOYALTY
PROGRAM
42P A R T N E R D A Y , 2 0 1 7

43. 10. DELIVERY
LOYALTY
PROGRAM
43P A R T N E R D A Y , 2 0 1 7

44. 10. DELIVERY
LOYALTY
PROGRAM
44P A R T N E R D A Y , 2 0 1 7

45. 10. DELIVERY
LOYALTY
PROGRAM
45P A R T N E R D A Y , 2 0 1 7

46. 46P A R T N E R D A Y , 2 0 1 7
Lee Hopper
Assistant Operations Manager
Destiny Entertainments Ltd
We are very keen on getting this setup as
we know this will increase sales for us
(potentially by 30+%!) so anything we can
do to help get this going would be great.
What impact has Amazon Prime
had on purchase frequency at
Amazon?
My partner Howard and I are big fans of Amazon Prime and
speculate that it increases our Amazon purchase frequency by
somewhere between 6X and 10X.
"Analysts say Prime members increase
their purchases on the site by about 150
percent after they join and may be
responsible for as much as 20 percent of
Amazon's overall sales in the U.S.”
Business Week.
Amazon Prime members convert 74% (22 times
more often than the average 3.32% for the nation’s
top online retailers) of the time on Amazon, says a
study from Millward Brown Digital, compared to
13% for non-prime members.

47. 47
55%
Percentage of shoppers
that would prioritise
shopping with a retailer
that offered a Delivery
Loyalty Program, where
loyalty is rewarded with free
or quick delivery
44%
DELIVERY LOYALTY
P A R T N E R D A Y , 2 0 1 7
S O U R C E :
M E T A P A C K “ S T A T E O F E C O M M E R C E
D E L I V E R Y R E P O R T
2 0 1 7 / 1 8

48. 48
RECAP
P A R T N E R D A Y , 2 0 1 7
1 0 A R E A S W H E R E R E T A I L E R S A N D
B R A N D S H AV E I N V E S T E D I N
D E L I V E R Y
1 . A r a n g e o f d e l i v e r y s e r v i c e s
2 . M u l t i p l e c a r r i e r s p e r s e r v i c e t y p e
3 . A l l o c a t e t o b e s t c a r r i e r
4 . B u y b y p o s t c o d e n o t b y v o l u m e
5 . P u t c u t o ff t i m e s b a c k
6 . P r o m o t e d e l i v e r y o n t h e h o m e p a g e
7 . I n c e n t i v i z e c o n v e r s i o n – t i m e l i m i t s
8 . D y n a m i c c h e c k o u t o p t i o n s
9 . B r a n d t h e c a r r i e r c o m m u n i c a t i o n s
1 0 . D e l i v e r y l o y a l t y p r o g r a m

49. Delivering Value Through Effective
Procurement in an Ecommerce
Omni-Channel Environment
Martin Goldstein, River Island, Head of Purchasing
P A R T N E R D A Y , 2 0 1 7

50. Optimal fulfilment
from store
Mike Smee, OneStock, Country Director UK
and Guy Tambling, Phase Eight, eCommerce Director
P A R T N E R D A Y , 2 0 1 7

51. MetaPack Update
Patrick Wall, Founder
P A R T N E R D A Y , 2 0 1 7

52. BREAK
Back for 14.00
P A R T N E R D A Y , 2 0 1 7

53. 53
10 ways Retailers and Brands use
Delivery today
Lunch, Networking
10 ways Retailers and Brands will
further develop their focus on Delivery
Drinks, Networking
AGENDA
P A R T N E R D A Y , 2 0 1 7
11.00 to 12.45
12.45 to 14.00
14.00 to 15.45
15.45 to 17.00

54. 54
Open Mike – “Elevator Pitch”
10 ways Retailers and Brands will further
develop their focus on Delivery
Gary Winter, PayPoint, Parcel Services
Director
Q & A
Summary and Close, Rob Minns
06
07
08
09
10
AGENDA
FOR AFTERNOON
P A R T N E R D A Y , 2 0 1 7

55. Open Mike
Elevator Speech
P A R T N E R D A Y , 2 0 1 7

56. 10 Areas where retailers and
brands are innovating
Rob Minns, MetaPack
P A R T N E R D A Y , 2 0 1 7

57. 1. LINK TO
STOCK
AVAILABILITY
57P A R T N E R D A Y , 2 0 1 7

58. 1. LINK TO
STOCK
AVAILABILITY
58P A R T N E R D A Y , 2 0 1 7

59. 59
concierge
bike
scooter
2. SHIP FROM STORE / LOCAL WAREHOUSES -
HYPER LOCAL DELIVERY
robot

60. 60
3. SHIP DIRECT FROM SUPPLIERS (DROP SHIP)
P A R T N E R D A Y , 2 0 1 7
SUPPLIER
YOUR WEBSTORE
TRACKING INFO
PRODUCT LISTINGS
ORDERSROUTED
TOSUPPLIER
CUSTOMERORDERS
FROM
YOURWEBSTORE
SUPPLIER FULFILLS
ALL DROPSHIP ORDERS

61. 61
4. RETURNS
P A R T N E R D A Y , 2 0 1 7

62. 62
4. RETURNS
P A R T N E R D A Y , 2 0 1 7

63. 63
4. RETURNS
P A R T N E R D A Y , 2 0 1 7

64. 64
4. RETURNS
P A R T N E R D A Y , 2 0 1 7

65. 65
70%
Percentage of shoppers
that were ‘Very Likely’ or
‘Somewhat Likely’ to shop
more with a retailer that
made the returns process
easier
66%
RETURNS
P A R T N E R D A Y , 2 0 1 7
S O U R C E :
M E T A P A C K “ S T A T E O F E C O M M E R C E
D E L I V E R Y R E P O R T
2 0 1 7 / 1 8

66. 66
5. CONSOLIDATION - “ONE DELIVERY”
P A R T N E R D A Y , 2 0 1 7
WAREHOUSE
Drop density 1.2
Inefficient (miles)
Moderate Carrier Capacity
Carbon Positive
Largely Manual
LAST MILE
CUSTOMER
EXPERIENCE
Variable
Customised
Yesterday Future
Consistent
Precise
Automated (AI & ML assisted)
Hyper Personalised
Drop density 3.0 – 5.0
Efficient (miles)
High Carrier Capacity
Carbon Neutral or Negative
Largely Autonomous
Picking & Packing error 5-10%
Human orchestration
Picking & Packing error <2%
Robotic and machine orchestration

67. 6. PERSONALISE
IN THE ‘MY
ACCOUNT’
SECTION
67P A R T N E R D A Y , 2 0 1 7

68. 68P A R T N E R D A Y , 2 0 1 7
6.
PERSO
NALISE
IN THE
‘MY
ACCOU
NT’
SECTIO
N

69. 69
7. PURE PLAY AND BRICKS & MORTAR SHARING
ASSETS
P A R T N E R D A Y , 2 0 1 7

70. Percentage of inbound enquiries
to a Retailer’s contact centre,
with a Delivery related issue
70
50%
8. CLAIMS & FRAUD
P A R T N E R D A Y , 2 0 1 7
11%
Percentage of claimants
that followed a pattern or
are common

71. Percentage of inbound enquiries
to a Retailer’s contact centre,
with a Delivery related issue
71
50%
8. CLAIMS & FRAUD
P A R T N E R D A Y , 2 0 1 7
11%
Percentage of claimants
that followed a pattern or
are common
1–2% of eCommerce
sales is fraudulent

72. 72
9. IN FLIGHT CHANGES POST-DESPATCH
P A R T N E R D A Y , 2 0 1 7
2013

73. 73
9. IN FLIGHT CHANGES POST-DESPATCH
P A R T N E R D A Y , 2 0 1 7
2013

74. 74
9. IN FLIGHT CHANGES POST-DESPATCH
P A R T N E R D A Y , 2 0 1 7
2013 Today

75. 75
10. SIMPLIFYING THE CUSTOMER JOURNEY
P A R T N E R D A Y , 2 0 1 7

76. 76
10. SIMPLIFYING THEIR CUSTOMER JOURNEY
P A R T N E R D A Y , 2 0 1 7

77. 77
RECAP
P A R T N E R D A Y , 2 0 1 7
1 0 A R E A S W H E R E R E T A I L E R S A N D
B R A N D S H AV E I N V E S T E D I N
D E L I V E R Y
1 . A r a n g e o f d e l i v e r y s e r v i c e s
2 . M u l t i p l e c a r r i e r s p e r s e r v i c e t y p e
3 . A l l o c a t e t o b e s t c a r r i e r
4 . B u y b y p o s t c o d e n o t b y v o l u m e
5 . P u t c u t o ff t i m e s b a c k
6 . P r o m o t e d e l i v e r y o n t h e h o m e p a g e
7 . I n c e n t i v i z e c o n v e r s i o n – t i m e l i m i t s
8 . D y n a m i c c h e c k o u t o p t i o n s
9 . B r a n d t h e c a r r i e r c o m m u n i c a t i o n s
1 0 . D e l i v e r y l o y a l t y p r o g r a m
1 0 A R E A S W H E R E R E T A I L E R S A N D
B R A N D S A R E I N N O V AT I N G
1 . L i n k t o s t o c k a v a i l a b i l i t y
2 . S h i p f r o m s t o r e - h y p e r l o c a l
3 . S h i p d i r e c t f r o m s u p p l i e r s
4 . R e t u r n s
5 . C o n s o l i d a t i o n - “ o n e d e l i v e r y ”
6 . P e r s o n a l i s e ‘ m y a c c o u n t ’ s e c t i o n
7 . P u r e p l a y / b r i c k s & m o r t a r a s s e t s h a r e
8 . C l a i m s & f r a u d
9 . I n f l i g h t c h a n g e s p o s t - d e s p a t c h
1 0 . S i m p l i f y i n g t h e i r c u s t o m e r j o u r n e y

78. PayPoint & Collect+
Gary Winter, PayPoint, Parcel Services Director
P A R T N E R D A Y , 2 0 1 7

79. PANEL Q & A
P A R T N E R D A Y , 2 0 1 7

80. 80P A R T N E R D A Y , 2 0 1 7
THE
DELIVERY
CONFERENCE
30th January 2018
Westminster Bridge, London
THE DELIVERY CONFERENCE 2018
SAVE THE DATE
To find out more & register:
www.TheDeliveryConference.com
Lorraine Agnew, Sponsorship Manager
lorraine.agnew@metapack.com

81. Thank you
Want to read our 2017
‘State of eCommerce Delivery’ research?
Get in touch!
Rob Minns
VP Sales UK
+44 7768 505014
rob.minns@metapack.com