Returns Research Briefing 2014

Please note that this event is in the past, why not watch the videos?

Research Briefings consist of surveys, reports and cutting edge retail research

Following the insights from last year’s research programme Internet Retailing is returning to returns, looking at the various stages of the selling/returns cycle and how the many technical and operational choices impact upon the level of returns.

This year we’ll be looking at how the returns landscape has developed, exploring current challenges and revealing best practice case studies.

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In partnership with:

Clear returns 150w

Clear Returns allows retailers to be proactive rather than reactive to customer returns. Our award-winning returns intelligence technology helps cut operational costs, retain revenue post-sale and improve the customer experience. Clear Returns can predict which products will be returned, when, and alert the appropriate teams to the highest impact issues, fast. We inform better stock management decisions, maintain margin, tackle cost to serve and help you service shoppers based on what they actually keep.




Hermes is the UK’s leading consumer delivery specialist handling more than 200 million parcels each year. Hermes provides a range of flexible and affordable delivery options to home, work, neighbour, safe place or ParcelShop that are convenient for the consumer and fit within their increasingly busy lifestyles. (more…)

iForce Limited

iForce Limited


iForce, The Grocer’s Logistics Supplier of the Year 2013, is a service business that operates in the specialist area of multichannel and reverse retail logistics, offering end-to-end solutions to its clients’ business challenges, thereby enabling them to achieve their multichannel aspirations. (more…)

Trustpilot 150w

Trustpilot is the largest and fastest growing community for shared online shopping experiences. Founded in 2007, Trustpilot has established websites in more than 20 countries including USA, United Kingdom, Germany, France, Italy, the Nordics and Netherlands. With more than 5,000,000 reviews covering in excess of 60,000 merchants available, Trustpilot has become the leading source of trusted merchant reviews. Trustpilot enables businesses to engage with their customers directly, inviting them to provide reviews of their shopping experience. This enables brands, in an increasingly crowded online world, to have a better dialogue with customers and channel feedback to improve business operations and customer satisfaction.

Returning to Returns

We conducted a 2 part survey looking into retailers predictions for returns across the busy Christmas and New Year’s period, and then how these predictions actually materialised.

These views have helped us to form a special report on the subject, with all contributors receiving a full copy of the research report, along with an invitation to our Returns seminar.

The Returns Report will be printed in February 2014 and sent to all participants of our survey, with printed copies available at the Returns Research Briefing Seminar in February.

Download your online Returns Research Report

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You can view our 2013 Returns Report by clicking here

Key findings revealed at our Research Briefing seminar

What was covered?

The seminar looked into the below key topics, along with other highlighted issues from our research.

  • How important is data and analytics to managing and improving the returns process?
  • What role will third party collection points play in the future of returns?
  • Why is efficient returns processing so vital and what can it contribute to the bottom line?
  • How effective are reviews in preventing or reducing returns rates?

 See the full social breakdown of the day with our Storify here.


vicky clear returns 100w

Vicky Brock, CEO, Clear Returns

Having started her career in direct marketing, working with Tesco Clubcard and Legal and General, Vicky moved into digital strategy and intelligence in the late 1990s.

She set up HP’s web analytics program across EMEA, before co-founding online intelligence agency Highland Business Research, where she was Google Analytics’ first official web analytics trainer outside the US and the first Google Analytics Certified Partner in Scotland.

Vicky is a Board Director Emeritus of the Digital Analytics Association in the US, having served 4 years on the board alongside Ebay, Dell, Microsoft, Yahoo and Google.

Neil Weightman 100w

Neil Weightman, Commercial Director, iForce

Neil has spent the last 15 years in sales and marketing within the specialist logistics / fulfilment industry, covering multi-channel e-fulfilment, returns processing and point of sale logistics, 13 of which have been spent with iForce. Passionate about driving eCommerce developments to enhance the customer journey through the supply chain, from retail innovations to final mile delivery solutions, Neil’s enthusiasm for the online experience continues to drive forward thinking.

Initially, his career was spent in the FMCG industry with Sandoz Pharmaceuticals, Forest Laboratories and the Autobar Federation in sales and marketing roles on some of the World’s leading food and pharmaceutical brands.

Rob Kay Hermes

Rob Kay, Head of Corporate Strategy, Hermes

After completing a BSc in Logistics, Rob began his parcel home delivery career 25 years ago as a management trainee at the Grattan Mail Order Returns Centre in Bradford.

Remaining with the same company under 3 different owners, Rob has held various roles within the Otto Group Agency & Direct catalogue businesses, Tesco Home Shopping (a Joint Venture between Otto & TESCO), Parcelnet & now Hermes Parcelnet Limited, where he is the Head of Corporate Strategy.

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