The last 12 months have seen unprecedented turbulence for the retail industry, with the boom in e-commerce and changing customer expectations upending business models and forcing retailers to adapt their supply chains and delivery processes in order to survive. And as consumers look set to continue shopping online in the new retail landscape, the role of a positive post-purchase, delivery and returns experience has become critical to ensuring customer loyalty and a retailer's reputation. The next six months will also be a test for the changing role of the store, with the omnichannel model placing experiential retail at the heart of a retailer's physical and brand strategy. As a result, retailers are under more pressure than ever to reshape their supply chains and business models to ensure operational resilience and provide excellent customer experience. To explore these challenges, Retail Systems was joined by Duncan Licence, vice president of global product at Metapack, an e-commerce delivery management software provider. This episode delves further into how shopping preferences have changed in the last year, the changing role of bricks and mortar stores and takes a look at the future of e-commerce and what this is likely to mean for post-purchase and delivery.