Revisit key insights on AI-powered, data-driven, and customer-led ecommerce logistics.

In an age of AI-powered logistics and predictive delivery, what truly secures customer loyalty? This keynote brings together two visionary thinkers: Mary Portas, from the frontline of retail reinvention, and Arka Dhar, from the frontier of human-centric AI, to explore how technology and empathy must coexist in the future of commerce.

Together, they challenge us to rethink delivery not just as a technical function, but as a human moment, where brand values, emotional connection, and purpose-led storytelling become the real differentiators. From parcel to person, this conversation explores how businesses can thrive by prioritizing people, even in a world increasingly shaped by algorithms.

In this dynamic session, Chloe Thomas, Commerce Strategist, Author & Podcast Host, is joined by standout retail brands H&M and The Cheeky Panda, both of whom have successfully embraced intelligent delivery. Together, they explore how these businesses have transformed shipping from a cost centre into a competitive differentiator, leveraging technology to build flexibility, resilience, and customer loyalty in an unpredictable landscape. Expect candid insights into their journeys, from overcoming operational challenges to driving retention through delivery‑led innovation.

Delivered by acclaimed writer, presenter, and cultural commentator, Richard Ayoade, the closing keynote will explore the cultural, societal, and technological shifts shaping the future of logistics and ecommerce. Known for sharp wit and incisive storytelling, Richard brings a fresh lens to the delivery landscape, blending humour, observation, and real-world insight in a session that reinforces the conference theme: AI-powered, adaptive, customer-led delivery.

This keynote challenges assumptions, entertains with precision, and leaves delegates reflecting on what it really means to “deliver” in a world of rising expectations and systemic complexity.

From robotics and AI‑driven order batching to mobile‑first picking workflows, retailers and logistics providers are embracing automation to cut costs, accelerate operations, and elevate the customer experience. In this practical panel, moderated by Adam Coventry, former Director of Warehousing at Boots UK and now Executive Director at global supply chain and logistics consultancy SCALA, experts share real‑world wins, lessons learned, and the strategies driving ROI today. No futuristic hype, just automation approaches that work.

As delivery expectations rise, the cost of managing customer experience rises with them. This session explores how retailers are using AI-driven CX automation to deliver fast, reliable service while reducing operational costs.

We discuss how automating post-purchase and delivery-related CX workflows, such as handling exceptions, resolving issues proactively, and deflecting avoidable support contacts, helps retailers lower cost-to-serve without compromising customer satisfaction. By combining delivery intelligence with automated CX decisioning, brands can prevent issues before they escalate, respond faster when they do, and scale customer experience without increasing headcount.

Customers expect choice. The challenge is knowing which delivery options matter most, and how to offer them without compromising margins. This session, moderated by contributing editor, Katie Searles, explores how to evaluate trade-offs and deliver speed, flexibility, and sustainability in ways that align with customer values.

The delivery journey doesn’t end at the doorstep. How retailers handle returns, exchanges, and post-purchase communication can make or break customer loyalty. This session, moderated by Clare Bailey, explores how to design frictionless, customer-friendly return policies and experiences that build trust and encourage repeat business. Attendees hear how leading brands use transparency, automation, and empathy to turn post-purchase logistics into a brand-building opportunity.

Delivery is no longer just an operational function, it’s a consumer experience shaped by emotion, trust, and control. In this conversation, explore how evolving consumer expectations are transforming delivery from a cost centre into a driver of loyalty and brand preference.

Delivery is no longer just logistics, it’s strategy. In this session, Auctane CTO Nick Ciubotariu and OneStock’s JJ Karambelas explore how retailers and carriers use delivery intelligence to optimise cost, speed, and customer experience. Learn how real-time data, predictive insights, and actionable analytics are turning logistics into a competitive advantage.

Delivery has evolved from a cost centre into a strategic brand lever, but only for retailers bold enough to treat logistics as an opportunity, not an afterthought.

In this panel, HIVED CEO Murvah Iqbal speaks with senior leaders from Nespresso, Liberty, and Monica Vinader about how premium retailers are transforming delivery to power customer experience, loyalty, and growth.

From resolving last-mile headaches to unlocking delivery as a true differentiator, this discussion unpacks the shifts driving ecommerce transformation, and how quality delivery can help brands win.

As delivery becomes central to customer trust and loyalty, speed alone is no longer enough. In this session, Luke Batten challenges the industry’s reliance on headline SLAs and reactive quality metrics, arguing that reliability must be engineered upstream, not promised or reported on after failure.

Through real world operational examples, the talk explores how intelligent, preventative delivery systems detect risk early, correct issues in real time, and reduce customer anxiety before it occurs. The session outlines how retailers, platforms, and carriers can work together to build calmer, more predictable delivery experiences that lower cost to serve and strengthen brand trust.