Thursday, October 20

5:00 pm

Registration Opens

6:00 pm - 7:00 pm

 7:00 pm - 9:00 pm

Special Networking Session, Andrea Obston, MCAA Director of Public Relations 
Join us for tips on working the room like a pro from the MCAA Director of Public Relations, Andrea Obston. Spend 60 minutes at this session and learn to make the most of every professional networking meeting you attend, including this one. If you want to make the most of the Last Mile Delivery Forum by meeting new people and laying the foundation for new business this is the session for you.

Opening Reception
Sponsored by AEX Group

Friday, October 21

8:00 am - 9:00 am

Breakfast

9:00 am - 10:30 am

Keynote: The Leadership Edge - How your leadership sets the stage for business’ success
Leadership is our most powerful catalyst for business success and growth. Our keynote speaker, Colonel Eric G. Kail, brings 24 years of his personal research and military combat experience to lead us in dialogue and reflection on leadership. Whereas many speakers focus on what we do, Eric provides insight into who we are as leaders.

10:30 am - 10:45 am

Vendor Break
Sponsored by Brighstone Insurance Services, LLC

10:45 am - 12:00 pm

Operations 
This panel will cover all aspects of operations within your company and will give you a greater understanding of how you can make small (or large!) changes in the way that your company operates from day-to-day through SOP development, IC programming, warehouse operations and Fuel Surcharge Programs and much…much more. Hear from MCAA members on what works, what doesn’t work, and how they are improving their operations to maximize their business’ potential. 

Take-Away: Attendees will leave this panel discussion with a punch list to be able to successfully evaluate and implement operational policies and procedures throughout their business.

Moderator: John Benko, MANKO Delivery
Panelists: Andrew Carlin, AEX Group
Steve Howard, Esquire Express
Chuck Moyer, Express Courier, Inc.
Dave Armitage, Hackbarth Delivery

12:00 pm - 1:00 pm

Lunch

1:00 pm - 2:00 pm

Personnel
Whether your company works with independent contractors or full-time employees, this panel will offer important information on all types of personnel issues and concerns. Learn about essentials needed to protect your business, how to work with an Independent Contractor Coordinator, and how to perform an HR audit.

Moderator: Julie Thomas, Priority Dispatch
Panelist: Guy Cook, Priority Dispatch

2:00 pm - 2:15 pm

Vendor Break
Sponsored by CXT Software

2:15 pm - 4:30 pm

Courier Focus Groups - Putting It All Together & Sharing Best Practices
One of our most popular tracks is back! Take part in MCAA’s
Courier Focus groups to share information with other attendees on best
practices. Share your experiences on topics covered at the Forum and
network with attendees and panelists.

6:30 pm - 8:30 pm

Evening Reception

Saturday, October 22

8:00 am - 9:00 am

Breakfast

9:00 am - 10:30 am

Customer Service 
If you want to work with shippers, then this is the panel for you! Learn from real-life experience what it takes to work with shippers & 3PLs in verticals such as healthcare, financial services, and office supplies. You’ll learn the answers to such questions as: How do these customers define customer service? How do you manage Service Level Agreements? What metrics are important to customers? What do Standard Operating Procedures (SOP) look like? How do these measurements turn into exceeding customer expectations? Expect to walk away with a greater understanding of what your company can do to implement continuous customer service improvement and how to develop it into a core competency. 

Take-away: An ability to determine the prequalification steps required to do business with potential customers in vertical markets. An understanding of the management of Service Level Agreements. Real comprehension of your customer’s challenges in the area of customer service. Ideas to develop value-added, cost efficiencies to share with your customers. A capability to develop a core competency around customer service.

Moderator: Kelly Picard, Hackbarth Delivery Services
Panelists: Mike France, Cardinal Health
J.D. Gamble, AEX Group
Erik Milici, Office Depot
Hussein Walji, Wells Fargo

10:30 am - 10:45 am

Vendor Break
Sponsored by Key Software Systems

10:45 am - 12:00 pm

Technology 
How to position yourself with technology to be a player with large shippers and 3PLs. Learn what latest customer driven requirements are, what challenges to expect, how to implement solutions, expected integration costs and benefits, and the best practices to make it the cornerstone of your company. Topics being covered include EDI, Real time OS&D, Scanning, and Warehousing Management Systems.

Take-Away: Attendees will leave this panel with a road map to successfully work with large shippers and 3PLs.

Moderator: Kirk Godby, Corporate Couriers
Panelists: Mollie Riddle, Capital Express
Daniel Barfield, Dynamex
Chris Miller, Ensenda

12:00 pm - 1:00 pm

Lunch
Sponsored by Datatrac

1:00pm - 2:00 pm

Hospital Logistics 
You will learn all the ins and outs of working with hospitals at this panel. Learn from members who do it, as well as a hospital administrator, who will let you know what they look for in hiring a company to do this important, time-sensitive work. You will leave this panel with a full understanding of what it takes and how to go about gaining business with hospitals. Anyone interested in this ever-expanding area of the business should attend!

Moderator: Monte O'Hara, Capital Express
Panelist: Mollie Riddle, Capital Express
                 Ken Arnold, Integrity Medical Courier Training

2:00 pm - 2:30 pm

Vendor Break

2:30 pm - 4:00 pm

Government Affairs 
Get up-to-date on everything Government Affairs. Committee chairman Rob Hackbarth will provide an update on federal successes over the past year, and state association leaders will provide updates on state issues. Open forum; tell us what’s going on, success in forming your association and benefits you’ve seen.

4:00 pm 

Adjournment