In our 2025 update, we evidenced divergent conclusions on this question. For one grocery retailer, for every 10% of sales that moved to online grocery, their unknown loss reduced by circa 8%. For another, the opposite was true.

In the discussion, the group evidenced challenges that stores have with new and different work processes for picking, despatching and managing the returns from online grocery, the problems with the "wiring" of losses to wrong buckets and the risks of collusion as possible causes.

In this years update, we will hear from the working group and their latest initiatives to "wrestle down" the losses associated with the picking, fulfilling and returns from online grocery, by first and third party means.

This meeting is for retailers, CPGs and academics only.