1.
Leaders &
Heroes
THE DELIVERY
CONFERENCE
JUSTIN IRVINE
Commercial Director
Become the Cross Border Hero
eCommerce and Customer Experience Stream

2.
B E C O M E T H E C R O S S B O R D E R H E R O
GLOBAL SOLUTI ON S
L O C A L E X P E R T I S E
J U S T I N I R V I N E
C O M M E R C I A L D I R E C T O R
S E K O O M N I - C H A N N E L L O G I S T I C S

3.
I M P O R T A N T S T A T I S T I C S
As I am sure the rest of you that are in business or own businesses know, keeping informed with market intelligences business is
critical. We are bombarded and dazzled with statistics, but what you may not have is some important statistics on today…
5% OF SESSION ATTENDEE’S will
walk in late to sessions and
sheepishly hang out at the back of
the room, WE KNOW WHO YOU ARE,
WE ARE WATCHING.
1

4.
I M P O R T A N T S T A T I S T I C S
As I am sure the rest of you that are in business or own businesses know, keeping informed with market intelligences business
critical. We are bombarded and dazzled with statistics, but what you may not have is some important statistics on today…
5% OF SESSION ATTENDEE’S will
walk in late and sheepishly hang out
at the back of the room, WE KNOW
WHO YOU ARE, WE ARE WATCHING.
4% OF ATTENDEE’S will head
nod during an afternoon of death
by power point,
2% WILL actually fall asleep.
1 2

5.
I M P O R T A N T S T A T I S T I C S
As I am sure the rest of you that are in business or own businesses know, keeping informed with market intelligences business
critical. We are bombarded and dazzled with statistics, but what you may not have is some important statistics on today…
5% OF SESSION ATTENDEE’S will
walk in late and sheepishly hang out
at the back of the room, WE KNOW
WHO YOU ARE, WE ARE WATCHING.
70% OF CARRIERS will bail
immediately to the pub during the
break at lunchtime under the
pretence it’s a customer meeting,
its funny because its true.
4% OF ATTENDEE’S will head
nod during an afternoon of
death by power point, 2%
WILL actually fall asleep.
1
3
2

6.
I M P O R T A N T S T A T I S T I C S
As I am sure the rest of you that are in business or own businesses know, keeping informed with market intelligences business
critical. We are bombarded and dazzled with statistics, but what you may not have is some important statistics on today…
5% OF SESSION ATTENDEE’S will
walk in late and sheepishly hang out
at the back of the room, WE KNOW
WHO YOU ARE,
WE ARE WATCHING.
70% OF CARRIERS will bail
immediately to the pub during the
break at lunchtime under the
pretence it’s a customer meeting,
its funny because its true.
4% OF ATTENDEE’S will head
nod during an afternoon of
death by power point,2% WILL
actually fall asleep.
During drinks tonight 97% OF
STATISTICS will be made up on
the spot, of that, only 1.5% OF
THOSE stats will be accurate.
1
3 4
2

7.
I M P O R T A N T S T A T I S T I C S
As I am sure the rest of you that are in business or own businesses know, keeping informed with market intelligences business
critical. We are bombarded and dazzled with statistics, but what you may not have is some important statistics on today…
5% OF SESSION ATTENDEE’S will
walk in late and sheepishly hang out
at the back of the room, WE KNOW
WHO YOU ARE, WE ARE WATCHING.
70% OF CARRIERS will bail
immediately to the pub during the
break at lunchtime under the
pretence it’s a customer meeting,
its funny because its true.
4% OF ATTENDEE’S will head
nod during an afternoon of
death by power point,2%
WILL actually fall asleep.
During drinks tonight 97% OF
STATISTICS will be made up on
the spot, of that, only 1.5% OF
THOSE stats will be accurate.
1
3 4
2
With that accuracy slipping to
0.001% by the time
drinks end.
0.001%

8.
I M P O R T A N T S T A T I S T I C S
As I am sure the rest of you that are in business or own businesses know, keeping informed with market intelligences business
critical. We are bombarded and dazzled with statistics, but what you may not have is some important statistics on today…
5% OF SESSION ATTENDEE’S will
walk in late and sheepishly hang out
at the back of the room, WE KNOW
WHO YOU ARE,
WE ARE WATCHING.
70% OF CARRIERS will bail
immediately to the pub during the
break at lunchtime under the
pretence it’s a customer meeting,
its funny because its true.
4% OF ATTENDEE’S will head
nod during an afternoon of
death by power point,
2% WILL actually fall asleep.
During drinks tonight 97% OF
STATISTICS will be made up on
the spot, of that, only 1.5% OF
THOSE stats will be accurate.
1
3 4
5
2
10% OF PEOPLE at drinks will be
joining us for after drinks, 97% OF
THOSE PEOPLE will have hang
overs tomorrow.
With that accuracy slipping to
0.001% by the time
drinks end.
0.001%

9.
A C C E L E R A T E C R O S S B O R D E R G R O W T H
Today we wanted to focus on what we can do in the next 12 -24 months, as opposed to
strategically what’s going to happen to the industry in 5 years. I think everyone in the room
can agree that this industry moves so quickly that something we have planned for in 5 years
time could be “Trumped” by a new offering….
A core aspect that we will focus on is what you should look to deliver in your businesses that
is commercially viable, what does that mean? It means that most of you here are not about
to launch your own fleet of unmanned delivery drones, or start flying planes around the
world, with the exception of a couple of people in the room who work for a company that
rhymes with … AVALON
Monetising returns so that you are in a position to nett out or set returns as a revenue
generating function, is something that is here and now, and should be on your list of
products to deploy this year.
The world of ecommerce is shifting in the way people buy goods and their expectations of
how quickly they want their goods. Expectations bring challenges, every region being a little
different on their expectations, especially when they are on the other side of the world.
However this is not as scary as you think, Express delivery to Asia Pacific is now cheaper
than Express delivery to most of Europe.

10.
W H O H A V E B E E N T H E C R O S S B O R D E R H E R O E S
ASOS HAVE GROWN AT A DRAMATIC PACE OVER THE PAST SEVERAL YEARS. LATEST
GROWTH ON INTERNATIONAL ORDERS
INITIATIVES – GLOBAL 2 TIER SERVICE LEVEL, IN -COUNTRY WAREHOUSINFG, INCOUNTRY
RETURNS AND REFUNDING ON RECEIPT IN COUNTRY TO NAME A FEW
MISSGUIDED EMBRACED A CORE LANE CROSSBORDER STRATEGY THAT SAW THEM
FOCUS ON THOSE LANES, AND DO THEM REALLY WELL!
INITIATIVES – GLOBAL 2 TIER SERVICE LEVEL, EARLY ADOPTER OF INCOUNTRY RETURNS,
AUTOMATED REFUNDING FUNCTION IN-COUNTRY
THE GOLIATH THAT IS AMAZON IS ONE OF THE ORIGINAL COMPANIES TO BLEED ITS
TEETH IN CROSS BORDER FULFILLMENT. EARLY ADOPTER OF MARKETPLACE AND
DROP SHIPPING CAPABILITIES, SOMETHING THAT HAS NOW BEEN ADOPTED
AROUND THE WORLD
INITIATIVES – GLOBAL 2 TIER SERVICE LEVEL, IN -COUNTRY WAREHOUSINFG, INCOUNTRY
RETURNS AND REFUNDING ON RECEIPT IN COUNTRY TO NAME A FEW

11.
B E A C R O S S B O R D E R H E R O
46 PER CENT OF UK SMEs currently export and receive 36 PER CENT OF
REVENUE from overseas. Meanwhile, export regions of priority for post-Brexit trade
are the EU, US, China, Australasia and Canada.
UK and European retailers and etailer giants have lead the way in online cross border trade, but its been great to see the
uptake of SME’s to jump on the coat tails, and even drive their own initiatives and value to global customers in what is a
market that see’s UK brands some of the most sought after. Any UK retailer selling online, should be selling outside of the
UK/EU NOW!
In terms of revenue growth, SMEs that export predict a 1.8 PER CENT INCREASE,
compared to a 1.2 PER CENT RISE FOR THE 54 PER CENT of domestic-
only operations.
1.2%1.8%
36%
46%

12.
L O G I S T I C A L C H A L L E N G E S O F C R O S S B O R D E R
INCREASE IN VOLUMES
OF E-COMMERCE
The UK market is the 3rd largest ecommerce market in the
world, with over 70% of UK companies that have an online
presence selling cross border. That export boom has seen
substantial double digit growth for the past 5 years. Nearly
all cross border movements happen via airfreight, meaning
that even with integrators putting on planes for their own
cargo, they, aswell as everyone else is feeling the pinch of
less airline space.
INCREASE IN VOLUMES
OF E-COMMERCE
Commercial aircraft capacity over the same period has only
grown by 2% from official government reports. And while
extra carriers have come on line, the new aircraft being
brought on by airline manufacturers are more focused on
passenger volumes and less about freight movements.

13.
SO WHAT DOES THIS MEAN FOR THE IMMEDIATE AND
SHORT TERM FUTURE
Airlines are now focused on revenue increases due to the
demand outweighing supply. By natural progression standard
offerings will become more expensive and the ability to
provide a reasonable transit time at a reasonable cost will
become a growing vector over the short to medium term.
The reality is overwhelming from a consumer aspect that
they shop more, and more importantly have higher cart
spends if you provide a consistently higher service level.
So the good news is that we are seeing customer buying
behaviour supporting faster services with more revenue, and
quite often a desire to pay to receive a better service
CREATE YOUR LOYALTY PROGRAM FOR FASTER
DELIVERY AND EFFORTLESS RETURNS TO SUPPORT.
SUBSCRIPTION BASED MODELS TO SUPPORT
ADDITIONAL COSTS ARE WORKING MODELS RIGHT NOW
S T A T E O F P L A Y

14.
E - C O M M E R C E E X P R E S S
PREMIUM SHIPPING OPTIONS AND EXPECTATIONS
Asia and Australasia is collectively the largest growth market in the world, however its also has the least
amount of focus by UK brands over perceived cross border challenges.
Your business will grow by a minimum of 1.6 times faster if you deploy these increased service levels.
YOU CAN DELIVER TO ASIA AND AUSTRALASIA IN 2-3 DAYS FOR UNDER GBP 10.00

15.
M O V E T O I N
C O U N T R Y F U L F I L M E N T
WHEN WE SEE THE CHANGE TO IN COUNTRY
FULFILMENT (ONE OR MORE…)
• SIZE AND GROWTH IN MARKET
• WHEN CROSS BORDER CHALLENGES PROVE
TOO MUCH
(LEGISLATION/CUSTOMS/DEMAND
• TRANSIT TIME IMPERATIVES
• GENERAL COMPETITIVE DEMANDS BY
CATEGORY
• MULTI CHANNEL REQUIREMENTS
(CONCESSION/WHOLESALE/RETAIL)
• CONSIDERATIONS
• MULTIPLE STOCK POOLS REQUIRED
• ADDITIONAL LOCAL INTEGRATION

16.
PAGE 15
Examples of UK businesses with In-Country Fulfillment …

17.
T H E T A L E O F T H E T A P E

18.
S A L E S S T R A T E G I E S I M P A C T I N G R E T U R N S
1.TRY BEFORE YOU BUY
2.FREE RETURNS
3.SUBSCRIPTION BOXES
4.MARKETPLACE COMPLIANCE

19.
I N - C O U N T R Y R E T U R N S
PREMIUM SHIPPING EXPECTATIONS, WHY ARE RETURNS NOT TREATED THE S AME WAY
Speed of returns, and refunding customers has only just become a real focus for businesses as the analysis of
how important an easy, hassle free returns process promotes strong loyalty and repeat buyers. With
integrated returns providers now available to work with, you can now be refunding customers from parcel
drop off/collection in 3-5 calendar days, this is the new norm.

20.
M A R K E T P L A C E
1. An overwhelming number of consumers
shop on marketplaces around the world.
2. Utilise the extra eyes on your brand to
grow into markets where traditional
marketing has been slow and
unresponsive. Amazon and Lazada for
example into South East Asia will grow
your brand
3. Work with logistics partners that are able
to offer cross border or incountry
fulfilment to support the localised
requirements
4. Global returns capability to support
marketplace sales in a here and now
requirement

21.
GLOBAL SOLUTI ON S
L O C A L E X P E R T I S E
• Define your customer engagement strategy based on what the local market expectation is, and
exceed it, make a point of difference of your supply chain!
• Get your supplier base squared away. Don’t work with one partner. Not one carrier in the UK is
able to service your needs on all lanes for all service levels. I can be honest and say that we
won’t be able to.
• Ensure you immediately enable in-country processing in your top countries
• Wherever possible ensure Express/Priority services are your standard offering, or at least free
past a given dollar value
G E T R E A D Y F O R T O M O R R O W , T O D A Y