The Delivery Conference 2026 opens with a warm welcome from our Master of Ceremonies, Bob Phibbs, who will cover essential housekeeping and set the tone for the day ahead.

He will then introduce Auctane CEO, Al Ko, for the official conference welcome and a brief scene‑setter that leads directly into the keynote session he will be hosting next.

Format: Keynote Interview

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’ll 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 will explore how businesses can thrive by prioritizing people, even in a world increasingly shaped by algorithms.

Format: Presentation

In this forward-looking session, Metapack and ShipStation will introduce their latest product innovations, highlighting powerful new AI and data-driven capabilities. Attendees will gain insight into how both brands are advancing delivery intelligence—driving smarter automation, enhancing operational agility, and empowering retailers and carriers to adapt quickly in a fast-changing logistics landscape.
 

In this dynamic session, Chloe Thomas — Commerce Strategist, Author & Podcast Host — will be joined by standout retail brands H&M and The Cheeky Panda, both of whom have successfully embraced intelligent delivery. Together, they’ll 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.

A newly-conducted study led by Retail Economics, in partnership with Metapack and ShipStation, explores how AI is reshaping delivery operations, predictive analytics, and the customer experience across retail and logistics.
In this data-rich debrief, Richard Lim will unpack the key findings—from shifting consumer expectations to operational efficiencies—and offer actionable insights for retailers, 3PLs, and carriers looking to embed AI into their logistics strategies. He’ll be joined by a Metapack or ShipStation product or customer insights expert to contextualise the trends and translate them into practical next steps for the audience.
This session is ideal for delegates seeking to benchmark their delivery performance, understand emerging AI applications, and stay ahead of the curve in a rapidly evolving landscape.

Delivered by an acclaimed writer, presenter, and cultural commentator, 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, the speaker 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 promises to challenge assumptions, entertain with precision, and leave delegates reflecting on what it really means to “deliver” in a world of rising expectations and systemic complexity.

We end the week on a high note with a high-energy closing celebration at the Royal Lancaster Hotel. Featuring a headline performance, this evening is designed to celebrate our customers with premium hospitality and a lively atmosphere. Enjoy a relaxed environment full of shareable moments, photo-worthy activations, and a VIP lounge for meaningful final conversations.

As OoH delivery continues to grow in popularity, creating opportunities for consumers to collect and return parcels when and where it's most convenient is fast becoming a competitive advantage. This session will explore the benefits of hosting parcel collection and return lockers that are open to all carriers and businesses. With valuable insights on footfall, sales, and host perception from our rapidly growing open locker network, attendees will discover how lockers can create value well beyond parcel collection.

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.

Stop waiting for customer readiness, availability creates behavior. Join TradeKart and Uber Direct to see how 30-minute delivery drove tradespeople to ditch their vans for the Tube and rely on site-drops. Discover the strategy for turning local stock into a national network to unlock 350% growth and redefine your omnichannel potential.

The UK parcel industry relies on infrastructure built for a different era which creates barriers for growing businesses trying to meet modern customer expectations. Join Cheyney Cartwright as he explores the journey of modernizing logistics for 2026 and shares insights on how technology is finally closing the gap between the online checkout experience and physical delivery. You will discover how AI driven robotics, computer vision, and sustainable fleets are reshaping the landscape to create a network that democratizes access to enterprise grade reliability. Whether you are scaling a startup or managing established volumes, this session offers a candid look at the innovations required to build a supply chain that empowers your business to compete and grow.

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.

Discover how delivery is evolving across Europe and beyond. With one of Europe’s largest road networks, FedEx is creating new possibilities for visibility, control and cross-border growth. Join us to explore how businesses can stay connected to their customers through smarter, more scalable delivery solutions.

Format: Fireside chat

Not all customers value delivery in the same way—and not all delivery needs to be free. As expectations evolve, retailers are rethinking how delivery options are priced, packaged, and positioned to reflect what customers are genuinely willing to pay for.

This session explores how brands are moving beyond “free shipping” as the default and instead designing premium or subscription-based delivery options that balance customer value with operational efficiency. Through real-world examples, we’ll examine how retailers are monetising speed, convenience, and certainty—turning delivery into a revenue opportunity without compromising trust or experience.

Format: Fireside chat

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

The discussion, led by retail analyst, Natalie Berg, will unpack the psychological drivers behind delivery choice — from speed and certainty to convenience and control — and explore how these expectations vary across regions and markets. The session will examine why delivery strategies that succeed in one country may fall flat in another, and how global brands are adapting checkout flows, delivery options, and payment experiences to align with local consumer behaviours.

Format: Panel

As the delivery ecosystem continues to evolve, collaboration between carriers, technology platforms, and retailers is more critical than ever. This session, moderated by Auctane’s Chief Strategy Officer, Josh Steinitz, explores how data sharing, complementary innovations, and strategic partnerships are driving measurable gains in speed, efficiency, and customer satisfaction
Speakers will share real-world examples of co-developed solutions—from last-mile integrations to predictive delivery models—that are streamlining operations and unlocking new opportunities for growth across the supply chain.      

Format: Fireside chat

Delivery is no longer just logistics — it’s strategy.

In this session, Auctane’s Chief Technology Officer, Nick Ciubotariu, joins OneStock’s Channel Director, JJ Karambelas, to explore how retailers and carriers are using data to optimise cost, speed, and customer experience across the entire journey. From predictive analytics to post‑purchase feedback, the discussion will show how delivery intelligence drives agility and enables smarter fulfilment.

Led by Chloe Thomas, our experts will spotlight how intelligent operations turn logistics into a competitive advantage — powered by real‑time data, predictive insights, and actionable analytics. Whether through AI‑led decisioning or continuous feedback loops, delivery intelligence is helping brands respond faster, personalise more effectively, and optimise with confidence.

Format: Panel

We’ve heard it before: customer experience matters. And the final touchpoint—delivery—is often the one that leaves the strongest impression. On-time rates, real-time tracking, and hassle-free returns elevate shipping from a back-end operation to a brand-defining moment.

In this session, moderated by Andrea von Harpe, Sales Director at Metapack, experts from TheCXWay, The Retail Champion, and Klaviyo explore how delivery can become a true competitive advantage. From checkout to doorstep, delivery is no longer just logistics — it’s a strategic lever for building trust, exceeding expectations, and driving long‑term loyalty.

Format: Panel

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.

Format: Panel

As global retail networks expand and consumer expectations rise, delivering seamless cross-border experiences has become a strategic imperative. This session brings together leaders from platform, logistics, and brand to explore how retailers are navigating international growth, localisation, and fulfilment complexity. Speakers will share insights on composable commerce and platform agility, strategies for navigating regulatory and customs challenges, and the importance of localisation across payments, fulfilment, and customer experience. The discussion will also highlight how resilient partnerships and data-driven delivery intelligence are shaping the future of global logistics.

Format: Panel

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 will hear how leading brands use transparency, automation, and empathy to turn post-purchase logistics into a brand-building opportunity.

Format: Q&A

Late or missed deliveries come at a cost—lost sales, strained customer trust, and rising operational expenses. In this session, we’ll explore how predictive modeling is reshaping delivery strategy, helping retailers move from reactive firefighting to proactive precision. 

Format: Panel

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.

Ecommerce growth increasingly depends on fulfilment flexibility. In this session, we’ll explore how retailers are scaling by combining drop ship partnerships, marketplace selling, and ship-from-store fulfilment.

As SKUs expand and customer expectations rise, brands are moving away from single-node fulfilment toward more distributed networks. But as orders ship from more locations—and often through different carriers—maintaining a consistent, brand-appropriate customer experience becomes more complex, from delivery expectations to tracking and returns.

This discussion will focus on how retailers are executing diversified fulfilment models while preserving visibility and control across the post-purchase journey. Attendees will leave with a clear understanding of why flexible fulfilment is becoming a competitive advantage—and how to adopt it without adding operational strain or diluting CX.

Format: Panel

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’ll 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.