Fulfillment Focus Day

To chair this session, contact Bill Penney at Bill.Penney@wbresearch.com or call him at 416-574-5164.

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Online retailers have the advantage of being able to dramatically scale their client-facing inventory past brick and mortar restrictions. With that edge comes the challenge of having to deal with many different vendors and creating online catalogs for a massive amount of SKUs. Delivering quality product information to consumers is key to assuring customer satisfaction upon fulfillment and keeping down operational overhead and shipping fees incurred by returns. This talk will showcase how Altitude-sports.com dealt with over 200 vendors to feed a bilingual website by:

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Developing best practices for omni-channel success that are based on consumer end-to-end behavior are essential for successful customer acquisition, cultivation and retention. By creating a well-measured strategy with these KPIs, you will set your company on the path to success:
• Timing: how long it takes to get to the consumer when an order hits the system
• Costs: weekly and monthly—how the big picture and nuggets of information build your budget
• Sales and marketing promotions: did they increase order value? Knowing how to target the right message to the right consumer
• Inventory: monitoring thresholds and cost to deliver on most popular items

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This is your time to let the morning sessions sink in, network with your peers, speakers and solution providers about your top challenges.

Creating a truly omni-channel experience in retail requires the blurring of lines between online and in-store. Creating a seamless supply chain between online fulfillment and a national store chain takes planning, patience and perseverance. In this session, you will learn about the ups and downs a midsize Canadian retailer faces in navigating shipping from stores, including:
• Creating clear requirements and communicating them to the team
• Bridging the gap between ecommerce platforms and in-store POS/ERP
• Piloting and training in-store staff and the fulfillment team
• Rollout, lessons learned and a view of the next step

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As the consumer becomes more on the go and tech-savvy, retailers look to in-store technology to tie the digital experience to brick and mortar; this further allows your order-management systems to tie together. Join this panel as they discuss how implementing POS in your store enhances the fulfillment process for the consumer, and how they are getting sales associates to adopt to technology. Additional takeaways include:
• Supplying customer self-service technology to build a discovery path of product options
• Adding kiosks to add to the “endless aisle” of options for your customer
• Supplying iPads for store-associates for direct customer service and product help
• Converting the store-operations mindset—catering to the customer purchase path

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As online shoppers have come to expect fast and reliable shipping options, order fulfillment processes can make or break your customer experience. This session covers best practices for managing high-volume order fulfillment, including:
• Scaling labor and IT servers to comfortably handle peak times and sales promotions
• Coordinating with buying and sales teams to anticipate upcoming order and traffic spikes
• Finding creative 3rd-party logistics solutions that cut down on processing times and costs
• Modulating shipping tasks for fast and easy scaling at the drop of a hat

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During this short break we’ll be administering the annual eTail Canada Benchmarking Study. Attendees will have the opportunity to fill out the study which the results are sent to all attendees who participate. Take the time to participate in the study so you gain an accurate measurement of how you match up to the industry’s top performers.

Sponsored by OSF GLOBAL SERVICES

Do you remember when Boxing Week used to be the biggest sales event of the year? In the very near future that’s what many of us will be saying as the 4-day Black Friday & Cyber Monday weekend quickly eclipses Boxing Week as the biggest revenue weekend of the year for Canadian retailers. Learn from one of Canada’s Top E-Commerce leader, how you need to start preparing now so you’re ready to make the most out of Black Friday Week 2015. In this session, Dave covers:
• It’s a US event – does it really matter to consumers in Canada? Does this thinking still exist in your organization?
• How much of an issue is scalability and is it only fulfillment that could struggle to keep up?
• How does Cyber Monday fit into this event and your preparation schedule?

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At Toys R Us, Krista Collinson has lead the organization to become the greatest omni-channel kids retailer in Canada by building a core online assortment that allows for growth of online business. Building inventory assortment also means new mediums of delivery to meet customer demand for the added products. In this session, Krista explains how she has implemented an OMS that delivers faster and cuts operations cuts. Join to learn how to get enterprise-wide buy-in by:
• Building inventory accuracy for real-time inventory management
• Implementing your ship-from store program: steps to follow and achieve success
• Incentivizing your sales associates to pick, pack and ship

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These interactive sessions are your opportunity to ask personal Q & A from the presentations and network in a relaxed setting.

1. Leveraging Vendor Data To Deliver Optimal Customer Experience
2. Building A Seamless Supply Chain: Navigating Shipping From Store
Marc Schwartz, eCommerce and Digital Marketing Lead, Boathouse/Stance Stores

3. Full Speed Ahead: Preparing Your Business For High-Volume Order Fulfillment
Philippe Chevalier, Head of Logistics, Frank & Oak

4. Holiday Prep: When Do You Start Preparing And When Is It Too Late?
Dave Mack, Former VP, eCommerce, The Source

5. Lower Cost And Higher Fulfillment: Delivering Via Ship-From-Store Capabilities
Krista Collinson, VP, Logistics and e-Commerce, Toys R Us

6. Panel Discussion: Key Metrics For Omni-Channel Success
Trevor Newell, President and Founder, Shop.ca
Shem Szot, eCommerce Biz Development & Digital Marketing Manager, Hewlett Packard

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