Navigating Uncertainty in Today’s Retail Reality — And the £38bn Gap

It’s simple.

If you don’t meet expectations at the final click, your customer goes elsewhere.

In an age of fragile loyalty, expectations outweigh everything including price, product — even brand. And nowhere is this more critical than at checkout.

That’s exactly what Richard Lim, CEO, Retail Economics, explored in his keynote at LinnAcademy, June 2025 in Milton Keynes, UK:

“Navigating Uncertainty in Today’s Retail Reality – and the £38bn Gap”

Richard Lim, CEO, Retail Economics explores:

  • The Disruption Matrix – What’s tearing through retail? And are businesses operationally and logistically ready to keep pace?

  • The 3 Pillars of Adaptive Commerce – A bold new framework to build agility and resilience in the face of constant change.

  • Retailer Reality Check – What the data tells us about the disconnect between ambition and execution

  • Mind the (Delivery) Gap – Retailers continue to miss the mark on customer delivery expectations and it’s costing them dearly. What do consumers want and what’s the missing piece to close the gap?

What the Latest Research Reveals

The findings of the Basket Abandonment Report 2025 show just how serious the problem has become:

  • Basket abandonment due to delivery has soared to £38.3 billion — an 11% rise in just one year.

  • 24% of online purchases are dropped at the final step because delivery expectations aren’t met.

  • 66% of frequent online shoppers abandon baskets every month due to poor delivery options.

In short, retailers have hit a tipping point.

Online retailers can’t afford to lose sales because their delivery experience falls short. Today’s customers expect next-day, lockers, pick-up points — the bar has been set.

What next?

Get the full picture, including the data behind these drop-offs, in this powerful session.

About GFS

GFS is the UK’s first and largest provider of managed multi-carrier services, technology, and expertise for the eCommerce industry. GFS is the chosen global delivery partner of some of the largest and fastest-growing eCommerce brands, such as Mamas & Papas, Dune, LK Bennett, etc.

With 1000+ carrier services, we make multi-carrier delivery simple by providing an all-inclusive solution to manage multi-carrier services and technology, backed by GFS expertise and proactive support. With more than 30 million parcels under our care each year, our influence means we can provide impartial expertise and contingency when you need it.

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