Most Innovative Use of AI in Optimisation

Akeneo

Akeneo is redefining AI in eCommerce by helping brands prepare for the next major shift in digital commerce: agentic commerce.

Rather than using AI only for surface-level automation, Akeneo applies AI to the foundation of commerce itself: product data. Through AI-powered product enrichment, PX Insights and MCP-enabled access to structured product information, Akeneo enables organisations to create machine-readable, interoperable product experiences that AI systems can understand, prioritise and act on.

This matters because commerce is changing rapidly. Consumers already use AI to research and compare products and the next step is AI-assisted purchasing. In that world, fragmented or incomplete product data becomes a commercial risk. Akeneo helps brands solve that problem now.

Akeneo’s innovation combines immediate value, including faster enrichment, improved data quality and better product discoverability, with long-term readiness for emerging agentic commerce standards and buying journeys.

By shifting the conversation from “AI features” to “AI readiness,” Akeneo is helping brands stay visible, competitive and trusted as commerce moves from human browsing to machine-mediated discovery and decision-making.

That is why Akeneo’s approach represents one of the most innovative uses of AI in eCommerce today.

B&Q – FoundIt! Intent led commerce platform

B&Q deployed FoundIt!’s proprietary intent-led AI commerce platform to reinvent how customers shop a 2-million-product DIY marketplace.

What began as a response to failing traditional site search has become a full-stack AI layer powering navigation, discovery, data enrichment and SEO across web, apps and multiple banners.

Machine learning processes millions of behavioural signals to generate contextual navigation across 21,000 category pages and 250,000 search pages. NLP and computer vision automatically enrich third-party product data, while generative AI powers mission-based navigation (“paint a room”, “lay a patio”), dynamic collections, automated SEO internal linking and a weekly trending mega-nav. The platform runs across B&Q, B&Q Ireland and TradePoint, and was natively integrated into B&Q’s iOS and Android apps in under six weeks.

The results are transformative: 72% conversion rate improvement, 24% average order value increase and 112% revenue per user growth. Secondary metrics – bounce rates, failed searches, cart abandonment – all moved in the right direction. The platform contributed to over 45% marketplace GMV growth and B&Q’s 4.4% like-for-like sales growth reported by Kingfisher PLC.

FoundIt! is not a point solution. It is an AI operating system for discovery that turns 2 million products from a barrier into a competitive advantage.

Chargebacks911 – Unified Dispute Management System (UDMS)

Chargebacks911’s Unified Dispute Management System (UDMS) applies artificial intelligence to one of eCommerce’s most commercially important yet historically overlooked areas: the post-purchase lifecycle. While most AI solutions focus on personalisation, marketing, or checkout, UDMS operates after the transaction, where disputes, fraud, and customer claims directly impact revenue, customer experience, and operational efficiency.

UDMS embeds AI at an infrastructure level, using intelligent routing, automated validation, behavioural pattern recognition, and closed-loop learning to transform disputes into actionable business intelligence. By analysing dispute data across devices, IP addresses, emails, and transaction histories, the platform identifies repeat offenders, organised abuse, and friendly fraud while feeding insights back into fraud controls and payment strategies.

This approach has reduced case handling times from approximately 40 minutes to seconds, cut manual effort by more than 90%, and delivered returns on investment of up to 320%. Global brands including Sephora, Dior, Booking.com, and Worldpay by FIS report improved fraud prevention, stronger payment performance, and millions recovered in otherwise lost revenue.

UDMS redefines AI in eCommerce by transforming post-purchase activity into a continuous optimisation engine for revenue protection, operational efficiency, and customer experience.

CXDATA’s AI Analyst

CX Data AI Analyst: a domain-expert AI colleague for eCommerce, inside the AI tools you already use

CX Data is a UK technology provider serving mid-market D2C and B2B eCommerce brands. Our AI Analyst gives marketing, growth and finance teams a domain-trained eCommerce analyst that lives inside the AI assistants they already use every day – Claude, ChatGPT, Slack, or any MCP-compatible tool.

Connected via the Model Context Protocol to a governed Snowflake-backed data layer, the AI Analyst integrates Shopify, Klaviyo, Google Analytics, Amazon, Gorgias, Meta and Google Ads, and more. Teams ask questions in plain English – “Why is CAC up this week?”, “Which products drove repeat-purchase growth?” – and get validated answers, charts and recommendations, with the underlying figures and SQL cited every time.

What sets the CX Data AI Analyst apart is domain expertise. It understands eCommerce concepts natively – cohort LTV, Meta Advantage+ campaigns, attribution windows, subscription churn – and gives commercially useful answers, not just technically correct ones.

Mid-market clients save c. £100k+ per year vs an in-house analyst, get insights in seconds rather than days, and finally have data conversations woven into the tools where their teams actually work.

fusefabric

fusefabric’s AI Studio is a capability built to help enterprise brands apply AI in real commerce environments. Our AI Studio combines AI tooling, internal products, delivery workflows, and specialist teams to help businesses move beyond experimentation and start using AI in practical ways across their operations.

The capability works directly within Shopify ecosystems, supporting areas including merchandising, customer service, product data, development, and operational workflows. A major focus is improving how product data is structured and managed, making it more usable across systems and better prepared for AI-driven experiences and automation.

AI is also embedded into fusefabric’s delivery approach through Fused, our internal development ecosystem. This helps our team accelerate development, improve testing and validation, and iterate more efficiently across enterprise projects.

What makes AI Studio stand out is the way it combines people, process, and technology. Rather than operating as a standalone product, it is embedded into how fusefabric delivers and supports enterprise commerce transformation. The result is faster delivery, more efficient operations, and a more practical path for businesses adopting AI at scale.

Portaltech Reply

Our Agentic Product Information Management (PIM) prototype applies AI to the persistent eCommerce challenge of inconsistent and incomplete supplier product data. It ingests heterogeneous supplier feeds, automatically maps them to a unified product model, enriches missing attributes, and standardises content (e.g., descriptions, units and naming) to produce catalogue-ready outputs for operational platforms.

The launch objectives were to reduce supplier onboarding effort, improve data completeness and consistency, accelerate time-to-market, integrate into existing commerce workflows, and enable self-serve insight for business users; these are achieved through flexible ingestion, enrichment and standardisation, plus conversational analytics that allows natural-language querying of catalogue health and exceptions.

Early user feedback highlights faster day-to-day decision-making and the value of trust signals that support governance. The tool stands out by delivering an end-to-end workflow—ingestion through analytics—while remaining enterprise-ready and scalable, and by balancing automation with human-in-the-loop controls that enable responsible adoption in a high-impact data domain.

Seel

Seel is the agentic post-purchase platform helping ecommerce brands make any item returnable, even final sale, while taking on the financial and operational risk that merchants would otherwise absorb. By combining AI-powered underwriting, automated claims resolution, and managed post-purchase support, Seel helps merchants turn returns, refunds, and warranties from a cost center into a driver of customer trust, conversion, and growth.

Trusted by more than 20 million shoppers across 9,000+ merchants, Seel supports brands including Debenhams Group, Poshmark, Reebok, Champion, Backcountry, and Anker. Its platform enables shoppers to add protection at checkout, while Seel handles claims, refunds, and support behind the scenes.

Seel’s AI continuously learns from millions of transactions to improve underwriting, pricing, and decision-making over time. The platform is particularly powerful in high-consideration ecommerce categories where trust and purchase hesitation have an outsized effect on conversion, including fashion, resale, and premium retail.

By focusing on what happens after checkout, Seel is helping redefine how ecommerce brands build loyalty, protect revenue, and create more confident shopping experiences.

SizeSutra

SizeSutra — Most Innovative Use of AI in eCommerce

40-50% of online fashion returns happen because of sizing. SizeSutra solves this with a frictionless AI sizing widget that helps shoppers find their perfect size using just their smartphone camera — no app, no manual measurements, no guesswork.

In under 30 seconds, SizeSutra’s computer vision AI captures body measurements and matches them to that brand’s specific size chart and fabric data, returning a personalised size recommendation. No photos are stored and no personal data is retained.

In our first commercial pilot with WÆRE, a German sustainable fashion brand, SizeSutra was made the mandatory first step of their 48-hour pre-order campaign. The results were exceptional — 93% of shoppers who used the Size Finder went on to place an order, with zero returns due to sizing and zero sizing complaints.

Unlike existing solutions that rely on manual data entry, SizeSutra removes every barrier for the shopper. For retailers, that means fewer returns, higher conversion, and stronger sustainability credentials.

SizeSutra is a UK-founded startup built for independent fashion brands — particularly in bodywear, swimwear, and activewear — where fit matters most.

www.fourmula.ai

Fourmula AI is an AI-powered creative production platform for ecommerce brands, agencies and performance teams. It helps users turn a single product image into a full set of commercial assets, including PDP visuals, lifestyle shots, UGC-style creatives, short-form videos and cutouts.

Built from real ecommerce agency workflows, Fourmula was created to solve one of the biggest creative bottlenecks in online retail: the constant need for more product visuals, more campaign variations and faster content production without relying on additional photoshoots.

The platform allows users to upload a product image, choose the visual direction, model, pose and background, and generate ecommerce-ready assets in minutes. Fourmula is designed specifically for ecommerce use cases, focusing on controlled, consistent and commercially useful outputs rather than generic AI image generation.

Its long-term vision is to become the creative intelligence layer for ecommerce — connecting asset generation with PDP and advertising performance data so brands can understand which visuals sell and generate better ones over time.

Most Innovative Use of AI in Data Management

Absolute Digital Media

Mega Pleasure is a UK adult ecommerce retailer competing against established household-name brands in a sector where mainstream paid advertising is largely off-limits. With organic search as the only scalable growth channel, Absolute Digital Media built AI into every layer of the campaign strategy, using tools including Claude, ChatGPT, Surfer, SEMrush, and Screaming Frog to accelerate keyword intelligence, content planning, technical analysis, SERP feature targeting, and digital PR ideation.

The approach enabled a limited monthly budget to compete with brands operating at a significantly larger financial scale, closing the gap through smarter targeting, faster execution, and AI-informed UX improvements that moved conversion metrics alongside traffic.

The results speak for themselves. Over twelve months, organic revenue grew 61.7%, organic sessions increased 35.4%, and top 3 keyword rankings improved 47.31%. The term “sex toys” alone improved from position 84 to 16, competing directly with the sector’s dominant players.

This is AI applied with commercial precision in one of ecommerce’s most constrained environments, delivering measurable business growth on a modest budget against significantly larger competitors.

ALO x invent.ai

Rooted in yoga and mindfulness, luxury activewear retailer, ALO, has grown into a global wellness brand. The fast-growth retailer has seen revenues double in the past two years, with sales rising ten-fold since 2020 and weekly ecommerce revenue peaked in mid-December 2025. Meanwhile, across its omnichannel operations, it now runs 70 stores globally and is expanding rapidly in the UK.

Despite explosive cross-channel growth, launching new styles every fortnight was creating significant operational complexities, which were placing intense pressure on ALO’s inventory teams and stock flows.

To maintain optimal inventory levels amid high demand for its diverse, trend-driven product set, ALO partnered with invent.ai, a multi-agentic AI retail planning solutions provider, which saw tangible improvements in inventory accuracy, replenishment efficiency and trend responsiveness in just six weeks.

AuditIQ

AuditIQ is a 360° eCommerce monitoring platform that uses AI to cross-reference signals across an entire merchant stack – from Magento and Shopify configuration to server health, real-user performance, technical SEO, Google Search Console, Analytics, Ads, Merchant Centre, and active probes against ChatGPT, Perplexity and Google AI Overviews.

Most monitoring tools watch one thing. AuditIQ correlates across all of them, surfacing issues invisible from any single vantage point: paid spend driving traffic to de-indexed pages; AI-search visibility loss following a robots.txt change; browser-segmented checkout failures; silent revenue leaks tied to specific deploys.

Continuous rule-based and statistical detection runs 24/7 across over 600 automated checks per website per day. A daily batched AI reasoning pass – engineered with prompt caching, batch APIs and intelligent model routing across both Anthropic and OpenAI providers – turns technical findings into commercially-framed insights with full evidence trails.

The platform automates work that would traditionally require 30+ eCommerce specialists, at a per-website AI cost of single-digit pounds per month.

Brainz Digital

Brainz Digital is an AI-first boutique SEO agency that builds its own technology rather than relying on off-the-shelf tools. The Hulken campaign is a clear example of what that approach delivers in practice. Tasked with growing organic visibility, reducing branded search dependency, and generating revenue from AI-driven channels without any paid media spend, the agency deployed a strategy built around four pillars: proprietary AI-driven foundations, precision content creation, trust-building on-site, and a full SEO-led website redesign.

The tools behind the campaign, including Brainz AI, the AIO Re-Ranker, and the AI Content Machine, were all developed in-house because no adequate alternatives existed. That technology, combined with a team that has grown from Campaign Managers into senior leadership roles, gave the campaign an edge that budget alone could not have bought.

The results speak for themselves. Non-branded keyword rankings grew from 500 to 9,900, impressions increased by 2,950%, LLM revenue jumped 923%, and overall organic revenue climbed. For boutique e-commerce brands looking to compete above their weight class, this campaign sets the benchmark for what smart, technology-led SEO can achieve.

On Tap

On Tap has built Ecommerce Analyst AI, an autonomous AI marketing agent that runs the agency’s entire daily B2B thought-leadership engine without human intervention. Built on Anthropic’s Claude Opus, the agent monitors core ecommerce platform partners (Hyva, Magento, Adobe Commerce and Shopify) plus major industry feeds, decides what is genuinely newsworthy, and writes and publishes a complete daily content set: two long-form blog posts, three LinkedIn posts, three tweets, and a regularly scheduled podcast complete with synthesised speech, AI-generated cover art and a fully captioned MP4 video with word-by-word highlighting and a live AI-generated section index.

The system is agentic, not generative: it reasons in a closed loop, calls tools to gather evidence, decides what to cover, and remembers what it has published. A Slack-integrated Research workflow lets domain experts steer topics, with approved articles automatically woven into the next podcast as commentary.

The result is a sustained share of voice in a B2B category where buying cycles are long and trust is built through consistent visibility. The same engine is now deployed for paying clients in their own industries, turning On Tap’s internal marketing tool into a productised AI marketing service.

Salesfire

The pace of life is faster than ever, and online shoppers now have access to a never-ending selection of brands and products. This has made browse and cart abandonment an almost inevitable part of the modern buyer’s journey. For eCommerce retailers, effective abandonment emails are essential to transforming these passing visitors into paying customers.

However, Salesfire spoke with several retailers using the email service provider Klaviyo to send abandonment emails. We discovered Klaviyo’s more traditional shopper tracking meant it wasn’t always triggering abandonment flows for relevant shoppers. This was decreasing the effectiveness of retailers’ Klaviyo flows, yet many were reluctant to switch platforms, having already invested in Klaviyo.

Salesfire therefore decided to develop a solution that would allow these brands to boost the effectiveness of their email flows, without changing their current setup. That’s where Salesfire’s Klaviyo integration, AI Connect, comes in.

Using Salesfire’s unique identity resolution technology, AI Connect links more of a retailer’s returning visitors back to existing shopper profiles. This allows it to track more abandonment events than Klaviyo alone, trigger more abandonment emails, and recover additional revenue from a retailer’s existing flows. With minimal effort, retailers can maximise their email performance.

Semantico

Every product sold online starts as a listing, yet creating that listing remains one of eCommerce’s most manual, time-consuming processes. Catalog teams spend days assembling descriptions, attributes, images, translations, and SEO metadata from scattered sources, delaying time-to-market and leaving revenue on the table.

Semantico changes this entirely. The Barcelona-based platform is the first Semantic Catalog Operating System: a purpose-built AI engine that transforms a single product identifier — an EAN barcode or SKU reference — into a complete, SEO-ready, multi-channel listing in minutes. No other tool on the market delivers this one-input, complete-output workflow.

Semantico’s proprietary Semantic Enrichment Engine doesn’t just generate content, it builds a true semantic understanding of each product, then produces normalised attributes, brand-voice descriptions, category mappings, and structured data optimised for both search engines and emerging AI tools (LLMs). Listings are published directly to Shopify, Magento, WooCommerce, and major PIM systems with 100% cross-channel consistency.

With EU Digital Product Passport requirements approaching, Semantico’s structured data output positions retailers for compliance while delivering immediate commercial impact: faster listings, better discoverability, and catalog teams freed to focus on strategic merchandising rather than manual assembly.

The Commerce Team Global

The Commerce Team Global’s (TCTG) AI-powered monitoring and support solution is redefining performance and reliability in ecommerce. Designed specifically for the fast-paced, high-stakes nature of online retail, the platform uses advanced machine learning to proactively detect, predict and resolve issues before they impact customers.

By combining real-time anomaly detection, predictive insights and automated resolution, TCTG enables ecommerce businesses to move from reactive support to intelligent, preventative operations. The platform provides full visibility across the entire digital journey from infrastructure to checkout ensuring seamless customer experiences at every touchpoint.

What sets TCTG apart is its ability to connect technical performance directly to business outcomes. By safeguarding site stability and optimising user experience, the solution helps businesses and brands maintain customer trust and operate with confidence.

Built with ecommerce at its core, TCTG’s AI-driven approach empowers teams to focus on growth and innovation, while the platform works continuously in the background to protect performance and enhance resilience.

Most Innovative Use of AI in Customer Engagement

CX Data AI Signal: Customer Experience

CX Data has built AI Signal, an agentic AI platform that turns customer conversations into same-day, departmentally-routed intelligence for mid-sized D2C brands.

Mid-market customer service teams have long faced two bad options: enterprise CX intelligence tools they can’t afford, or analyst time that doesn’t scale. AI Signal closes the gap. The platform reads every ticket, call, chat and review, classifies each conversation across 20+ fields – sentiment, churn risk, severity, root cause, competitor mentions, purchase stage, tone of voice, escalation intent – and delivers tailored daily and weekly briefings to each function: Support, Product, Marketing, Creative, Social.

What sets AI Signal apart is the depth of business context. Each instance is trained on the client’s product taxonomy, competitors, churn thresholds and tone-of-voice profile, so the agent knows what “critical” means for that brand. Briefings land in Slack, Teams or the CX Data app before 7am, classifying at 97% accuracy with no manual tagging.

Across CX Data’s client portfolio, AI Signal now reads over a million customer conversations every year – surfacing emerging issues, flagging high-risk tickets the same day, and giving customer service teams the always-on intelligence layer previously reserved for enterprise.

Humara

Humara is a hyper-specialised AI sales agent engineered to solve the unique complexities of Telco digital sales. In an industry defined by multi-product propositions and long-term commitments, online consumers often struggle to reach a purchase decision. This lack of confidence typically leads to consumers seeking expensive, human-assisted channels to find clarity.

Humara was designed to solve this problem. Built on a proprietary sales framework developed by consumer psychologists and elite sales professionals, Humara goes beyond reactive scripts. It executes 18 distinct sales techniques to drive proactive, consultative conversations – building genuine rapport, handling objections, and identifying cross-sell opportunities to keep every sale within the digital journey.

Humara is proven to drive meaningful sales and ROI, achieving conversion rates of up to 23% and increasing multi-product purchases by 32%.

Businesses are also able to understand their buyers like never before. Humara provides insight reporting, highlighting key themes from prospect conversations and the top reasons customers abandon purchases at specific points in the buy flow. These insights enable teams to address friction points, assess how they position products and present information, and drive improvements across the entire buyer journey.

LoyaltyLion

LoyaltyLion AI is a first-of-its-kind AI helping Shopify brands take the guesswork out of loyalty program management, to drive more revenue growth from retained customers.

As Shopify’s first-ever loyalty partner, LoyaltyLion has captured loyalty data from 250 million+ shoppers over 12 years, and spent two years rebuilding its data platform, to ensure AI can interact with it all in real-time.

The first application, AI Campaigns, includes three campaign types covering reward discounting, birthday bundles, and points multiplier events. The AI identifies high-impact customer segments and recommends exactly what would encourage an urgent repeat purchase. Brands can launch the recommendations in a matter of seconds.

Following its January 2026 launch, almost 100 Shopify brands are using AI Campaigns, with revenue from members doubling during the periods campaigns are running.

One footwear brand used an AI-recommended points multiplier event to turn a seasonal lull into a high-performing week, achieving a 28% conversion rate and 13% higher AOV than usual. AI Campaigns now help that brand’s loyalty program contribute 15% of their total revenue, above the benchmark for brands like theirs.

The brand’s retention manager calls it “leaps and bounds better than what we could have suggested ourselves.”

Mondo.Chat

Mondo.chat, developed by Netex, is an award-winning AI-driven customer service platform transforming how eCommerce businesses engage with their customers. Winner of the Community Choice Award at the eCommerce Germany Awards 2026, Mondo.chat delivers seamless, omnichannel support across webchat, phone, email, WhatsApp, Messenger, and more—all within a single, unified AI platform.

Designed to meet the growing demand for instant, personalised, and scalable support, Mondo.chat combines advanced conversational AI, real-time backend integration, and automated translation to enable businesses to communicate with customers in any language, 24/7. Its rapid deployment—achieved in minutes via a simple JavaScript snippet—removes traditional integration barriers and accelerates time to value.

Beyond support, Mondo.chat drives measurable business impact. With automation rates of up to 85%, sub-second response times, and over 40% reductions in resolution times, it significantly improves operational efficiency. At the same time, it increases revenue by providing instant quotes and personalised product recommendations around the clock.

Trusted by leading retailers such as MyTyres.co.uk (Delticom), Mondo.chat redefines customer service as a proactive, intelligent, and revenue-generating function—setting a new benchmark for AI innovation in eCommerce.

Salesfire

AI Connect is Salesfire’s Klaviyo integration, designed to enhance email performance by improving the quality and volume of data flowing into existing automations.

The solution uses advanced ID profiling technology and machine learning to identify extra on-site abandonment events and shoppers that traditional session-based tracking often misses. By capturing this otherwise lost activity, AI Connect feeds enriched data directly into existing Klaviyo flows, enabling retailers to trigger more abandonment emails without changing their current setup. This allows brands to reach more shoppers, recover lost revenue, and gain a clearer view of customer behaviour.

Performance gains have been substantial, with retailers using AI Connect generating an average of 34x return on investment. AI Connect has allowed them to unlock significantly more value from their existing email programmes without changing their core setup.

Moda in Pelle achieved a 348% increase in tracked abandonment events and a 281% uplift in revenue from email flows after implementing AI Connect. Powered by a network of over 2.1 billion shopper profiles, the solution delivers scalable, data-driven impact across a wide range of eCommerce businesses.

Temu

Temu launched in September 2022 and today serves customers in more than 90 markets, ranking among the most visited e-commerce platforms globally. AI powers every stage of the user journey — from real-time product screening to smart recommendations and customer service.

At the heart of Temu’s AI capability is a multi-layer compliance system that screens every product listing using advanced text, image, and video recognition, complemented by expert review, physical inspections, and partnerships with accredited testing bodies including Eurofins. According to the UKs OPSS, Temu appears in just 0.46% of safety publications issued between 2024 and March 2026, with safety mentions falling every year since launch.

On IP protection, proactive takedowns now outpace brand-submitted notices at a ratio of 200-to-1, with a three-business-day resolution rate of 99.9% and average resolution time of 0.8 business days. More than 1,500 brands have joined Temu’s Brand Guardian Initiative.

Beyond compliance, AI powers real-time product rankings based on verified reviews, return rates, and repurchase metrics. Round-the-clock customer support combines AI assistance with human specialists, backed by a 90-day return window.

Temu’s AI infrastructure is preventive by design, not reactive by default — protecting consumers, empowering brand owners, and delivering trustworthy eCommerce at scale.

VIGIE

Vigie is a growth management system for marketplaces operating at three levels: for executives, for managers, and for operational teams. Many executives build their P&L based on the data available to them, specifically the performance they achieve from their sales. However, this is not necessarily where the greatest growth levers lie.

We assist decision-makers in examining the submerged part of the iceberg, where the real market demand exists, to develop a growth-oriented offer strategy. We replace the P&L with a 15% growth estimate based on last year’s results with a data-driven forecasting approach.

It is estimated that marketplaces spend an average of 50% of their team’s efforts recruiting sellers or products that generate minimal revenue. We help marketplace teams focus on high-potential sellers and products. We cross-reference our clients’ catalogs with product data collected from e-commerce giants to inform our clients about which products and sellers are performing well with the competition and are not currently in their catalog.

eCommerce Delivery Excellence Award

Collect+ (part of the PayPoint network)

Collect+ is a UK‑based out‑of‑home (OOH) parcel network that enables consumers to send, collect and return parcels through a nationwide network of local retail locations, rather than relying on home delivery. It operates the UK’s largest carrier‑agnostic PUDO (pick‑up and drop‑off) network, giving customers greater choice and flexibility over where and how they access parcel services.

Diamond Logistics – Smarter Logistics, Seamless Delivery

Diamond Logistics has developed a delivery solution purpose-built for the complexities of modern eCommerce, combining advanced technology with a nationally distributed, owner-managed logistics network. At the heart of the operation is Despatchlab, Diamond’s proprietary platform integrating more than 60 eCommerce marketplaces and 40 carriers to provide intelligent carrier selection, real-time tracking, automated invoicing and seamless fulfilment-to-delivery management from a single dashboard.

Designed to give SMEs access to enterprise-level logistics capability without the cost or rigidity of traditional infrastructure, the solution combines micro-fulfilment, scalable warehousing and multi-carrier flexibility to improve efficiency, reduce operational complexity and maintain reliability during peak trading periods.

Innovation is underpinned by over 33 years of logistics expertise and continuous client-led development, with features such as automated customs handling and proactive exception management helping businesses trade confidently both domestically and internationally.

Today, Diamond supports more than 1,000 active clients, handles over 100,000 parcels per month and achieves a 97.81% on-time delivery rate alongside a 97% client retention rate. By combining intelligent automation with accountable local expertise, Diamond has created a delivery model that prioritises speed, cost efficiency, resilience and customer experience simultaneously — redefining what delivery excellence looks like for eCommerce businesses.

Ingrid

Retailers recognise that delivery can no longer operate as a cost centre – it must become a strategic performance and profit driver. Ingrid’s AI-powered delivery intelligence platform answers that need, enabling retailers like Ellis Brigham, NA-KD and Paul Smith, to realise the power of profitable delivery throughout the entire customer journey.

Its platform brings order to the complexity of delivery, analysing millions of data points all the way from consumer behaviour through to carrier performance. It empowers retailers to convert with precision, engage at every moment of the customer journey, and optimise business impact, making sure shoppers spend and remain loyal.

nShift – Delivering customer experience excellence with nShift and ICIW

ICANIWILL (ICIW) has transformed the post-purchase stage of ecommerce into a key part of its customer experience strategy, showing how digital innovation can reduce costs, improve loyalty and support growth. As one of Northern Europe’s fastest-growing sportswear brands, ICIW recognised that delivery is a critical “moment of truth” after checkout.

In 2024, ICIW partnered with nShift to build a fully branded post-purchase journey powered by nShift Track. Previously, customers were redirected to external carrier websites with inconsistent updates and little visibility. The new approach created seamless, ICIW-branded delivery communications across email, text and tracking portals, giving customers greater clarity and reassurance.

The results have been significant. Delivery-related customer queries fell by 50%, cutting operational costs and freeing customer service teams to focus on higher-value interactions. ICIW also turned delivery updates into a new marketing channel, achieving click-through rates of 25%, well above industry averages. More than 400,000 orders now pass through the platform annually.

By treating post-purchase interactions as part of the brand experience rather than a logistics function, ICIW has created a scalable digital model that strengthens customer relationships and supports long-term ecommerce growth.

Portaltech Reply

For NDA Global Wholesale, we operate a quality gatekeeping delivery service that ensures every website release meets clear standards for functional correctness and performance. We built, delivered, and continuously maintain an automated validation solution that runs repeatable functional journey checks and performance measurements, integrates into delivery workflows, and provides actionable reporting and trend visibility. Our approach was evidence-led and iterative: we analysed incident and release history, gathered input from engineering, product, and operations, piloted on a small set of sites, then refined thresholds, improved test stability, and expanded coverage based on real-world behaviour and feedback. Key innovations include codified go/no-go quality gates, risk-based coverage focused on the journeys that matter most, performance budgets to prevent regressions, and “anti-flake” engineering to keep results trustworthy. Effectiveness is measured through reduced defect leakage, fewer performance regressions reaching production, improved time-to-detect and time-to-triage, high gate reliability, and adoption across teams. Feedback consistently highlights higher release confidence, less manual regression effort, and faster diagnosis when issues occur—helping teams deliver faster, safer releases while protecting customer experience.

Scurri

Bulk, one of the UK’s fastest-growing sports nutrition and activewear brands, partnered with Scurri to transform delivery into a strategic driver of growth across its expanding European eCommerce operations. Facing rising costs, limited flexibility, and the risks of a single-carrier model, Bulk implemented Scurri’s unified delivery management platform to gain control, scalability, and agility.

Through a single integration to 70+ carriers and 1,500+ services, Bulk now dynamically selects the most effective delivery options based on cost, geography, and performance. Scurri’s intuitive rules engine enables the logistics team to independently configure complex shipping logic, reducing reliance on developers and accelerating operational change. This multi-carrier approach has strengthened Bulk’s negotiating power, optimised costs, and improved delivery speed and reliability.

The results are significant: a 66% increase in order volume over three years, more than £1 million in carrier cost savings, delivery lead times reduced by up to 24 hours in key EU markets, and over 2 million orders managed annually with 99.995% platform uptime.

By combining technical excellence with strong account support, Scurri has enabled Bulk to continuously optimise its delivery strategy. Together, they have redefined delivery from a cost centre into a scalable, data-driven growth engine that enhances both operational efficiency and customer experience.

Starlinks Global

Starlinks Global sets the benchmark for cross-border delivery excellence, consistently achieving industry-leading WISMO, loss, and undeliverable rates for global eCommerce retailers.

In 2026, that performance was tested under extreme geopolitical disruption across international delivery markets. While some providers reduced service levels or stopped shipping altogether, Starlinks Global maintained continuity, protecting customer experience during one of the most volatile periods in global eCommerce delivery.

On a complex international lane impacted by conflict and limited airfreight capacity, Starlinks Global reduced transit times from approximately 12 days to just 4 days, with 95% of shipments delivered by Day 4.

At the same time, Missed Customer Delivery Promise improved from 2.29% to just 0.17%, reducing missed delivery promises from more than 2 in every 100 shipments to fewer than 2 in every 1,000 despite the disruption. WISMO enquiries also reduced by approximately 15%.

These results are driven by Starlinks Global’s prevention-led delivery model, designed to identify and resolve issues before they impact the customer experience, delivering exceptional performance even in the world’s most challenging cross-border markets.

Temu

Temu is transforming cross-border e-commerce delivery by leveraging an extensive network of over 150 European logistics providers, including national postal services, regional carriers, and local couriers. Rather than building a proprietary system, Temu integrates with existing infrastructure, enabling efficient last-mile delivery, customs handling, and broad regional coverage while supporting local jobs and businesses. Temu’s share of cross-border e-commerce sales has risen from under 1% in 2022 to 24% in 2025, according to the IPC.

By providing sellers with access to a flexible, cost-effective logistics network, Temu lowers barriers to international expansion. This enables competitive pricing, faster delivery options, and improved customer experiences, aligning with consumer demands for free shipping and easy returns. Temu expects to contribute billions of euros to these partnerships this year.

Temu’s streamlined customer journey includes efficient order processing, reliable tracking, and delivery options ranging from 1-2 days for local sellers to 5-10 days for cross-border shipments. Partnerships with leading logistics providers such as Royal Mail, DHL, and La Poste ensure high standards of service, compliance, and reliability.

Advanced partner technology, including automation, cloud integrations, and real-time tracking, enhances operational efficiency and accuracy. Temu aims to make cross-border selling as simple as possible for European SMEs.

Best New Website Launch

Absolute Design – Emmark

Emmark is a family-run business and one of the UK’s leading distributors of replacement parts for agricultural and industrial machinery, supplying over 12,000 parts to customers in 70+ countries.

Emmark migrated from their existing bespoke platform to Magento 2 Hyvä to make use of a more feature rich, modern environment, while adding bespoke search requirements, updated design and an improved customer UX. Since the launch of the new platform, Emmark has achieved its best ever online sales period. The site has delivered a 16% increase in revenue and a 9% uplift in average order value, alongside substantial gains in mobile accessibility and performance. Mobile search accessibility is up 21%, mobile search performance up 27%, overall homepage mobile performance up 57%, product page mobile performance up 77%, and homepage mobile best practices up 28%. These are not marginal improvements; they represent a fundamental transformation of Emmark’s digital channel.

Cladco Profiles

The relaunch of www.Cladco.co.uk represents a landmark achievement in technical consolidation and high-performance engineering. Envisage Digital successfully amalgamated three fragmented domains, Cladco Decking, Cladco Profiles, and Cladco Trade, into a single, unified eCommerce powerhouse. This ambitious three-into-one migration was designed to eliminate digital siloing, concentrate SEO authority, and provide a seamless one-stop-shop for both DIY homeowners and professional trade contractors.

Built on Adobe Commerce and utilising the cutting-edge Hyvä Theme, the new site has set a new industry standard for speed and usability. By stripping away legacy technical bloat, the team achieved a 90+ Mobile Performance Score, a feat rarely seen in the heavy-duty construction sector. Key features include bespoke project calculators and a unified B2B/B2C interface that handles complex shipping logic for bulky materials with consumer-grade ease.

The results have been transformative: 100% retention of organic traffic during the migration, a significant increase in multi-category orders, and a 60% reduction in administrative overhead. Cladco.co.uk stands as a masterclass in digital transformation, proving that even the most complex industrial catalogues can be delivered through a fast, modern, and captivating user experience.

French Bedroom

In June 2025, French Bedroom launched a website redesign delivering +33% average order value, +53% add-to-cart rate, -19% bounce rate, +15% product page reach, +17% return rate, and +23% year-on-year revenue growth.

In a category defined by speed and sameness, the brand took a different approach – building its digital experience around a single insight: customers don’t just want to buy furniture, they want to create a bedroom they love.

Analysis of competitor reviews revealed a core issue: lack of trust. Customers struggled to visualise products, questioned imagery, and felt disconnected from brands.

In response, French Bedroom prioritised transparency, inspiration and human connection. Products are shown in real homes, while editorial content, “shop the room” functionality and curated pairings help customers visualise complete spaces.

A concierge-style experience combines intuitive design with direct access to a dedicated customer team. Technology is used selectively to enhance clarity and ease.

This approach has driven stronger engagement, higher-value purchasing and increased customer loyalty.

Delivered by a small team of 15, the project shows how insight-led design can build trust, differentiate a brand, and deliver meaningful commercial growth.

Green Snow – Oasis Live 2025 Tour

In mid-March 2025, Green Snow was briefed to design, build and launch a full ecommerce store for the Oasis Live ’25 reunion tour on behalf of Warner Music Group’s WMX division. The deadline was the tour itself. It could not move.

What followed was one of the most complete end-to-end ecommerce builds we have ever delivered. Designed, built, photographed, operated and fulfilled entirely in-house – in fourteen weeks. The store ran on Shopify Plus with a custom WMS integration built specifically for the project, a dedicated Australian store within the same environment, and a headline adidas Originals collaboration that became the most-visited collection on the site.

Every item of own-label product was photographed in-house in a pop-up studio, with streetwear-style flat lays created to match the aesthetic of the range. Music rights were held separately – every pound of revenue came from clothing and merchandise. In just over six months, the store achieved what most music merchandise operations would take years to build.

Green Snow designed it, built it, shot it, ran it, fulfilled every order and handled every customer interaction – from first click to final return, every touchpoint was ours.

Parkside architectural tiles – Imaginaire

Parkside, part of the Topps Tiles Group, partnered with Imaginaire, a specialist ecommerce agency, to refine its online retail experience through a bespoke Shopify design and build, creating a next-generation B2B platform tailored to professional users.

Imaginaire is known for combining strategic insight, user experience design, and technical expertise to deliver high-performing digital platforms. For Parkside, this meant rethinking a traditionally offline, catalogue-led journey and transforming it into a seamless digital experience.

The platform goes beyond product browsing, enabling architects, designers, contractors, and specifiers to efficiently explore collections, compare technical details, and order samples. Features such as advanced filtering, product comparison, and a centralised library of technical and sustainability resources simplify complex decision-making and support professional workflows.

By balancing a premium, design-led aesthetic with intuitive functionality, the new platform enhances usability while maintaining Parkside’s high-end brand positioning. The result is a more efficient, engaging experience that supports faster decision-making and strengthens relationships with trade customers.

Through this collaboration, Imaginaire has helped Parkside set a new benchmark for B2B ecommerce, delivering a platform that drives engagement, improves usability, and supports long-term business growth.

Shoptimised

Shoptimised relaunched its website to better reflect the business eight years on. As the brand, product offer, and market position evolved, the previous site no longer represented Shoptimised clearly enough. The goal of the relaunch was to create a website that was cleaner, more informative, easier to navigate, and a more accurate reflection of the business today.

The redesign was built around three core principles: clarity, usability, and credibility. The new site makes it easier for retailers, agencies, and prospective partners to understand what Shoptimised does, how its solutions fit together, and where they can find the information most relevant to them. Navigation was simplified, messaging was sharpened, and stronger proof points were brought to the surface to better reflect the maturity of the brand.

The relaunch also gave Shoptimised a clearer way to present its wider offer across Feed Optimisation, Incremental Sales, Spotlight, CSS, and supporting technology. More than a visual refresh, the new website gives the business better structure, more focused messaging, and a platform that better supports how Shoptimised presents, sells, and grows today.

twotwentyseven – Planthood

Planthood’s new website transformed far more than its online presence, it fundamentally changed the way customers discover, subscribe to and engage with the brand. Built around a deep understanding of customer behaviour, the project reimagined the entire subscription journey, removing friction, simplifying decision-making and creating a seamless experience from first visit through to long-term account management.

Rather than treating the project as a visual refresh, Planthood and twotwentyseven used the opportunity to rethink every aspect of the customer experience. The result was a bespoke subscription platform that empowers customers to manage their plans with ease while providing the business with a scalable foundation for growth.

The impact was immediate and significant. Subscriber numbers increased by 72%, sales grew by 38%, add-to-cart rates surged by 196%, and average order value increased despite rapid customer acquisition. Crucially, these results were achieved through improved user experience and customer engagement rather than aggressive promotional activity.

What makes Planthood stand out is its ability to combine exceptional design, sophisticated technology and measurable commercial success into one cohesive platform. The launch has strengthened customer loyalty, improved operational efficiency and created a website that genuinely supports healthier lifestyles. It is a powerful example of how thoughtful digital experience can transform both customer outcomes and business performance.

Best In-House eCommerce Team of the Year

BM Group – eCommerce & Marketing Team

The BM Steel Ecommerce Team is a high-performing, remote team of just 3.4 full-time equivalents, delivering enterprise-level ecommerce capability across a complex, multi-brand industrial business.

Despite its size, the team manages seven websites, two fully transactional ecommerce platforms, and dedicated mobile apps, alongside a full digital marketing ecosystem including email, PPC, SEO, and multiple social media channels.

Operating in a highly challenging sector defined by pricing volatility, import tariffs, and low digital maturity, the team has successfully embedded ecommerce as a core commercial driver, improving overall performance and efficiency across the business.

Through innovative ecommerce solutions designed to simplify complex purchasing journeys, the team has enhanced customer experience, reduced ordering time, and supported sustainability by helping customers reduce material waste.

Operating as a fully integrated digital function, the team continues to punch well above its weight, driving innovation, improving operational efficiency, and delivering long-term value across the business.

Charlies Ecommerce

Charlies’ ecommerce team is built on local people who care. A 14‑strong in‑house team has grown online revenue from £9.5m to £11m so far this financial year and lifted profit by 71%, while improving conversion and ROAS. We recruit from our communities, then invest heavily in development – in return, they bring energy, loyalty and a desire to keep improving for our customers and for each other.

That culture underpins a complex ecommerce operation: 30,000 products, nine stores, marketplaces and an advanced tech stack that includes Upp.ai, BigCommerce, Segmentify, Klevu, Bloomreach, Noibu, StoreFeeder and a wide courier network. Our people govern AI‑driven decisions at SKU level, then focus on trading, content and customer experience rather than repeated manual campaign tweaks.

Most importantly, they look after customers as they would their neighbours. Charlies has over 58,000 Trustpilot reviews at 4.8/5 and offers concierge‑style calls for every garden furniture order, arranging delivery exactly as customers need it. We are a small, loyal team delivering big‑retailer results, and we believe that makes us a standout contender for Best In‑House eCommerce Team.

Jaques of London

Jaques of London has been making people play since 1795. We are the world’s oldest games company, and behind that heritage sits a small, fiercely capable in-house team of fifteen people that punches well above its weight in one of the most competitive sectors of retail.

We are entirely in-house. No agency retainers. No outsourced media buying. Strategy, creative, media, email, SEO, social, fulfilment, and customer care are all owned and executed by our team.

Our competitive advantage is integration. Paid media, creative, CRM, and operations run as one. Every function feeds every other, and that interconnection is what makes us fast, coherent, and effective.

This year we delivered 30% revenue growth year-on-year, entirely through in-house effort. We built a formal monthly CRO programme, invested early in LLM search visibility, developed AOV mechanics through a gift-with-purchase programme, and optimised checkout consent rates through live testing.

Underpinning everything is a genuine commitment to AI and data as growth tools. We use them to make faster, better decisions and to bring new and younger customers to a 230-year-old brand, without losing the loyal customers who have loved Jaques for generations.

MCINO

MCINO’s eCommerce team is a lean, high-performing unit operating at the intersection of culture and commerce. Comprising two full-time members supported by specialist contributors, the team has built and scaled a digital platform that delivers results comparable to much larger organisations.

The team’s approach centres on integrating content, community, and commerce into a unified system. Campaigns and cultural moments are strategically leveraged to drive measurable eCommerce performance, with visibility translating directly into traffic, engagement, and revenue.

Over the past year, the team has delivered consistent growth across key metrics, including conversion rate, average order value, and repeat customer behaviour. Product launches are executed with precision, generating strong demand and high engagement.

High-profile placements with figures such as 50 Cent, Paul Pogba, and Davido have been effectively converted into commercial outcomes through a highly optimised digital experience.

By combining agility, cultural awareness, and disciplined execution, MCINO’s eCommerce team consistently delivers results that exceed expectations relative to its size, making it a strong contender for eCommerce Team of the Year.

Numatic International – Henry Vacuums

Numatic International’s eCommerce team is proof that small teams can deliver extraordinary results. With just three people they manage a full multi-channel operation spanning MyHenry.com, Amazon, eBay, TikTok Shop, and a B2B portal. Combining 53 years of experience from the factory floor through customer care and other departments they know the product, the customer and can champion both.

Curious, collaborative, and relentlessly adaptable, this team consistently punches above its weight — and has the results to prove it.

Best Full Service eCommerce Agency

Absolute Digital Media

Absolute Digital Media is a specialist independent full-service digital marketing agency delivering eCommerce solutions for brands in competitive and regulated industries. With 19 in-house specialists, our capability spans web design and development, SEO, PPC, Digital PR, content, UX, email marketing, and dedicated account management, all joined up around a single commercial objective.

Our results demonstrate what genuine full-service delivery looks like. For Stelrad, a comprehensive integrated campaign spanning technical SEO, content, Digital PR, UX, and PPC drove a 31.42% revenue increase and grew weekly organic impressions from 250k to over 523k. For Mega Pleasure, a full-service programme covering SEO, technical optimisation, UX redesign, and email marketing delivered 61.7% organic revenue growth against major household-name competitors. For The Swallow Co, we built an entire paid media infrastructure from the ground up, scaling monthly conversions from 250 to 1,406 while managing media investment.

Agency-wide, we achieved 51% year-on-year sales growth and a 97% client retention rate, well above the 84% industry average.

Independent, accountable, and built for complexity, Absolute Digital Media delivers the breadth of a large agency with the specialist expertise and commercial focus that ambitious eCommerce brands need to grow.

Built For Growth Digital

Built for Growth Digital (BFG) brings over 20 years of eCommerce expertise through its roots in Export Technologies, combining Growth Consultancy, Performance Marketing, and Conversion-Led Design within one fully integrated team. A 2026 Shopify Plus Partner and part of Ardmore and Worldwide Partners, BFG delivers both global insight and hands-on execution.

Operating as an extension of client teams, BFG uses a Test, Learn, Refine approach to drive measurable commercial outcomes. Every channel, from PPC and Paid Social to CRO and Klaviyo, is aligned to maximise profitability, not just traffic.

This is demonstrated through its work with TRI Equestrian, Europe’s largest equestrian retailer. As sole agency partner, BFG manages the full eCommerce ecosystem, including a complex multi-domain migration delivered with zero downtime, while aligning strategy directly to P&L performance.

The impact is clear, delivering 3x year-on-year growth in November 2025 through integrated performance marketing, lifecycle automation, and a unified domain strategy.

With a growth-based commercial model and a focus on conversion over vanity metrics, BFG delivers scalable, accountable results that directly impact client revenue.

Climb

Climb is a full-service digital agency helping eCommerce businesses unlock growth during the transition from the scale-up stage. We work with D2C and eCommerce brands that have achieved product-market fit but are now facing increasing operational and marketing complexity as they grow. At this stage, success depends on scaling acquisition, retention, and profitability across a fragmented digital ecosystem, not just driving sales.

We remove barriers to growth by combining full-funnel capability – including Paid Media, SEO, CRO, CRM, Affiliate, and Web Development – with a commercially focused delivery model. This ensures activity is aligned to outcomes and that channels work together as a single system.

Climb is built for scaling brands in the £2m–£30m revenue range, where teams are stretched and fragmented agency setups create inefficiencies. We act as an integrated growth partner, combining strategy and execution in one accountable team.

Our hybrid onshore/offshore model blends UK-led strategy with scalable global delivery, balancing quality and efficiency. Flexible commercial arrangements allow us to adapt to trading cycles and priorities.

By integrating AI, automation, and cross-channel expertise, we help brands navigate eCommerce complexity and scale sustainably. Our success is measured by helping clients grow to build in-house teams or move to agencies.

DMSMatrix

DMSMatrix is a global eCommerce ecosystem that redefines how businesses manage and scale cross-border operations. By unifying ERP, marketplace integrations, shipping, returns, fulfilment, and compliance into a single platform, DMSMatrix eliminates operational fragmentation and enables seamless global commerce from one centralised system.

At its core, DMSMatrix delivers end-to-end capabilities that go beyond traditional agency or software models. Its platform integrates multi-channel ERP, webshop and marketplace connectivity, listing optimisation, account onboarding, and full account management. Complemented by global shipping solutions, EU-based returns infrastructure, and 3PL fulfilment across key international hubs, DMSMatrix ensures operational efficiency at every stage of the eCommerce lifecycle. Advanced features such as Merchant of Record services, real-time inventory synchronisation, automated tracking, and compliance management further strengthen its global offering.

DMSMatrix consistently delivers on its promise of performance and scalability. With more than 3000 Clients across multiple geographies, each client is able to benefit from faster marketplace expansion, significantly reduced manual processes, improved listing quality, and enhanced operational visibility. Through a combination of technology-driven automation and dedicated account management, DMSMatrix empowers businesses to grow internationally with confidence, control, and measurable results—making it a standout leader in the global eCommerce ecosystem space.

Glass Atlas

Glass Atlas is a full-service ecommerce agency built from specialist depth, not surface-level breadth.

Launched following the merger of four respected specialist agencies, Glass Atlas brings together proven capability across performance marketing, commerce technology, platform strategy, SEO, paid media, CRM, content, digital PR, and complex systems integrations across platforms like Shopify, BigCommerce and Adobe Commerce.

Its model is designed for established ecommerce brands navigating complex growth, where performance, platform, customer experience, data and operational decisions cannot be treated in isolation. Glass Atlas helps clients connect those moving parts, reduce risk and build sustainable commercial momentum.

Over the past year, the agency has continued to strengthen its scale and capability through the acquisition of Summit and Productcaster, adding deeper retail performance expertise and proprietary product data technology to the group.

Glass Atlas has also contributed to the wider ecommerce market through original research, partner collaboration, industry speaking and thought leadership.

With long-term client partnerships, strong employee retention and a culture built around doing the right thing, Glass Atlas combines specialist expertise with joined-up delivery. It represents a more credible version of full-service: not an agency that does everything, but one that knows how to connect the right things around commercial outcomes.

Green Snow

Green Snow is a full-service ecommerce agency founded in 2013 by the team behind the original Wiggle.com. We design and build stores, run digital marketing and paid search, and operate our own 3PL and customer service – one of very few agencies that genuinely delivers end to end. Crucially, we also run our own ecommerce brands, which means our advice comes from genuine operating experience rather than agency theory.

In 2025 we supported Warner Music Group’s WMX division with the full ecommerce operation for the Oasis Live ’25 reunion tour – store build, in-house photography, fulfilment, customer service, and international expansion, all delivered in-house. Across the same period we delivered UX audits for Hunt Bike Wheels and Pure Electric Scooters, launched a new Shopify store and 3PL operation for Vape Guardian, built a new site for Acid Jazz Records, onboarded Scottish clothing brand Little Lies, and continued to serve long-standing partners including Nestle’s Solgar brand and Dr Vegan without a single client missing a beat.

We are small enough to care about every order and experienced enough to handle any scale. We are, as we have always been, in our clients’ corner.

On Tap

On Tap is the analyst-led advisory and delivery practice within the BSS Group – a four-company commerce group also comprising BSS Commerce, Magestore and Aitoc. We are a full-service eCommerce agency for ambitious B2C and B2B merchants on Magento, Adobe Commerce, Hyvä and Shopify, covering strategy, UX, development, integration, performance marketing, managed hosting, security and 24/7 incident response – all in-house, all under one accountable lead.

In 2025 we took Silver in this category, alongside Silver for Best B2C UX with TEMPLESPA on Magento/Hyvä. Since then we have extended full-service with a structured analyst-led advisory layer: monthly one-to-one strategic sessions with every client, daily analyst commentary, the On Tap Daily podcast, and a monthly long-form video podcast. We have made AuditIQ – our 600+ daily-checks audit platform – standard across every engagement, and embedded a production agentic AI infrastructure that has returned over 1,000 engineering hours and now powers a productised analyst service for clients in their own market segments.

Client retention over the past year: 100%. Full-service is our foundation; analyst-led advice, AuditIQ and AI are the layers that make the advice credible and the delivery sharper. Full-service, redefined.

Velstar

Velstar is an award-winning Shopify Platinum Partner delivering fully integrated eCommerce solutions across strategy, design, development and growth marketing. With a multidisciplinary team across three UK locations, the agency supports ambitious D2C and B2B brands at every stage of their growth journey.

Velstar’s full-service model brings together platform development, UX/UI, performance marketing and CRO under one roof, enabling a seamless, end-to-end approach. In 2025, the agency strengthened this offering through strategic acquisitions and a restructure into three core divisions: Commerce, Enterprise and Performance.

What sets Velstar apart is its ability to combine technical delivery with commercial accountability. By aligning long-term partnerships with client growth, the agency takes ownership beyond launch, supporting ongoing optimisation and performance.

Working with a portfolio of high-growth and established brands, Velstar delivers scalable solutions tailored to complex business needs, from international expansion to advanced B2B functionality.

Through its focus on integration, innovation and measurable outcomes, Velstar continues to set the standard for full-service eCommerce delivery, helping brands scale effectively in an increasingly competitive digital market.

Best eCommerce Support Business

Blue Sense Digital

Blue Sense Digital is a young, dynamic Melbourne-based eCommerce strategic consulting and performance marketing firm, scaling fast with serious momentum. We partner with ambitious 8 to 9 figure eCommerce brands to deliver better financial outcomes through profitable, sustainable growth.

Our distinctive edge lies in combining the strategic acumen of a business and finance consulting firm with the tactical execution of a performance marketing agency. Leveraging proprietary testing, analytics and optimisation tools to uncover and capitalise on scaling opportunities others leave untapped.

Our clients include some of the most recognised names in retail and eCommerce, including KOOKAÏ, Blue Illusion, Tony Bianco, PepperMayo, DECJUBA, Forever New, Threadheads, Love to Dream, 2XU and Vinomofo.

To date, we have generated over $1B in eCommerce revenue, helped grow the profitability of more than 350 brands, currently manage $200M in annual ad spend, and maintain 77+ verified 5-star Google client reviews.

Diamond Logistics – Full end to end Logistics & Fulfilment solutions

Diamond Logistics is the UK’s only owner-managed national fulfilment and delivery network, providing end-to-end logistics support to eCommerce businesses — with particular expertise serving SMEs and scaling brands.

At the heart of its offering is Despatchlab, a proprietary, multi-million-pound platform integrating fulfilment, multi-carrier shipping and real-time operational visibility into one seamless system. With connections to 60+ marketplaces, Despatchlab enables intelligent carrier selection, cost optimisation and consistent delivery performance.

Unlike traditional providers, Diamond combines advanced technology with a network of 40+ locally owned service centres — giving clients direct access to accountable logistics experts who know their business.

This model delivers measurable results: 17% year-on-year growth, 100,000+ parcels handled monthly, a 97.81% delivery rate, a 4-star Google rating against an industry average of 2.5, and client retention levels of 97% that reflect genuine operational partnership.

Clients consistently highlight Diamond’s responsiveness, reliability and people-first approach — many describing it as an extension of their own team.

By combining technology, flexibility and human accountability, Diamond Logistics provides the kind of essential eCommerce support that enables businesses to scale with confidence — making it a compelling winner of the 2026 Best eCommerce Support Business Award.

nShift – Stop shipping parcels. Start delivering growth.

nShift is redefining ecommerce delivery by helping retailers “stop shipping parcels and start delivering growth”.

Its delivery and experience management platform combines checkout, carrier orchestration, fulfilment automation, tracking and returns into a single platform. It is embedding AI deep into its software to automate and simplify complex delivery processes even further.

This enables retailers to improve conversion, protect margins, reduce operational cost and strengthen customer loyalty.

Unlike traditional delivery providers focused purely on logistics, nShift approaches delivery as a commercial growth driver spanning the full ecommerce journey.

The platform helps retailers optimise four key business metrics simultaneously: revenue and conversion, margin protection, operational efficiency and customer retention.

nShift supports more than 20,000 customers through 1,000+ carrier connections and 450+ third-party software integrations. Its technology combines automation, intelligent routing and real-time orchestration to help retailers manage increasingly complex ecommerce operations at scale.

The results delivered for customers include:

– 642% revenue growth for Hairlust
– 20% higher conversion for Flying Tiger Copenhagen
– 28% higher average order value for Scandinavian Luxury Group
– 40% improved warehouse picking efficiency for JYSK
– 90% fewer parcel tracking enquiries for Hatstore

nShift’s work demonstrates how effectively delivery can drive ecommerce success.

Patchworks – eCommerce Integration Platform (iPaaS)

Patchworks provides the integration infrastructure that modern ecommerce businesses rely on to keep operations connected across ecommerce, marketplaces, POS, ERP, fulfilment and customer service systems.

Over the past year, Patchworks helped retailers replace fragmented operations with scalable omnichannel infrastructure that improves inventory accuracy, fulfilment speed and operational visibility. The platform enables retailers to synchronise stock and orders in real time, reduce manual intervention and launch new channels faster without rebuilding core systems.

During Black Friday Cyber Monday, activity flowing through Patchworks increased by more than 320% year on year while maintaining full uptime and operational performance.

Retailers using Patchworks reported measurable improvements including increased conversion, stronger fulfilment performance and reduced operational friction.

In 2025/26, Patchworks expanded its capabilities further through Patchworks MCP, enabling AI tools to interact directly with live operational workflows and helping retailers move from passive reporting to intelligent operational control.

Patchworks is helping retailers turn operational complexity into scalable growth

Portaltech Reply – Infrastructure and Application support (L1, L2, L3) + Solution evolution

The Nisbets Support Project provides end-to-end support for a business-critical eCommerce platform, combining 24/7 infrastructure operations with working-hours application support and continuous roadmap evolution. Our joined-up model restores service quickly when issues occur, while proactively preventing recurrence through monitoring, trend analysis, and root-cause fixes. A core innovation is our “incident-to-improvement” flow, which turns operational events into targeted resilience and user-experience enhancements delivered through an agile, fast-paced cadence of small releases. We also manage the full supplier ecosystem, coordinating third parties to reduce friction, shorten time to resolution, and give Nisbets a single accountable front door. Effectiveness is evidenced through transparent reporting and measurable outcomes, including SLA performance by priority, journey-focused availability and performance indicators, backlog health, and change success metrics such as lead time and post-release stability. The result is a support service that protects revenue and customer experience, reduces complexity, and keeps the platform continuously improving—making it essential to Nisbets’ eCommerce performance.

Starlinks Global – International Delivery

Starlinks Global is more than a delivery provider. It is a strategic support partner helping eCommerce retailers navigate the complexity, disruption, and uncertainty of global trade.

While most providers focus only on moving parcels, Starlinks Global helps retailers make faster, better-informed decisions through proactive operational support, regulatory guidance, and prevention-led delivery management.

During major tariff and regulatory disruption in 2026, retailers relied on Starlinks Global for real-time interpretation of policy changes, routing strategy, customs guidance, and practical next steps, often communicated within hours of announcements, including weekends.

Customers consistently describe the business as an extension of their own team:

“Some of the advice that Beth gives us, we would have to pay a king’s ransom to a consultancy firm to get.” James Morgan, Head of Logistics, Oh Polly

This embedded support helps retailers reduce operational pressure, lower customer uncertainty, and maintain continuity in complex international markets.

“We’ve based business decisions around the information… and they’ve all been the correct decision.”  James Morgan, Head of Logistics, Oh Polly

Most support businesses help retailers respond to problems. Starlinks Global helps them stay ahead of them.

Tradebyte

Tradebyte delivers essential, high-impact support for UK and European eCommerce businesses by combining an integrated platform with hands-on operational expertise. Acting as more than a marketplace integrator, Tradebyte helps fashion and lifestyle brands such as Apricot and Jack1t simplify the complexity of managing marketplaces, direct-to-consumer channels, fulfilment operations, and performance analytics within a single platform.

Its support model helps retailers reduce operational complexity while improving reliability, scalability, and the overall customer experience. Through TB.ONE, brands can manage inventory, pricing, and orders across channels in real time, helping to minimise overselling, stock inconsistencies, and manual administration. Shopify integration brings marketplace and direct-to-consumer operations together within a single interface, while TB.360 Pro delivers real-time visibility into sales, returns, listings, and marketplace performance, enabling faster and more informed decision-making.

Dedicated account management, strategic guidance, technical troubleshooting, and marketplace onboarding support ensure clients can scale efficiently across multiple territories and sales channels.

Tradebyte stands out by combining technology, insight, and proactive support to help brands, retailers and marketplaces operate more efficiently, enhance customer satisfaction, and confidently navigate the increasingly complex eCommerce landscape.

Best eCommerce Replatform

Kernowcraft – Shopify

blubolt partnered with Kernowcraft, a leading jewellery and crafts supplier, to deliver a transformative eCommerce replatforming project. Migrating from a legacy Web Select system to Shopify 2.0, the core objective was to unlock Journey-Led Growth by resolving technical constraints and providing a seamless, mobile-first experience.

Kernowcraft serves a highly diverse audience, ranging from professional makers needing efficient bulk purchasing to beginners seeking educational guidance. blubolt expertly mapped these distinct journeys, integrating Sparklayer for robust B2B functionality without compromising the B2C experience. A major highlight was the migration and redesign of over 500 educational blogs, effectively turning inspirational content into a powerful conversion engine through contextual merchandising.

The project also introduced bespoke functionalities, including custom gemstone request notes and streamlined multi-item bundling, directly addressing the unique nuances of the craft sector.

Just one month post-launch, the new platform delivered immediate impact. This replatform showcases how aligning strategy, UX, and modern technology can eliminate friction and drive measurable, long-term growth.

Sanderson Design Group – Adobe Commerce

Sanderson Design Group replatform represented a major step forward in scale and ambition for a portfolio of globally recognised interiors brands. The challenge was not only to modernise the digital estate, but to create a connected, commercially intelligent ecosystem capable of driving long-term growth across both B2C and B2B channels.

Known for bold, expressive design and distinctive wallpaper collections, the brands required a digital experience that matched their creative identity while delivering a high-performing, scalable commerce foundation. What began as a replatform quickly evolved into a full digital transformation programme spanning commerce, trading, optimisation, and ongoing performance management.

Alongside the rebuild of the core eCommerce experience, PPC management, CRO optimisation, and embedded trading capability were introduced. An eCommerce Trading Manager was embedded directly into the business, enabling continuous, day-to-day optimisation and shifting the platform into a live commercial engine rather than a static website.

Using Adobe Commerce and a headless architecture powered by a proprietary framework, four B2C brand sites and a fully reimagined B2B trade hub were delivered in an accelerated timeframe. This approach enabled parallel delivery across brands while maintaining a consistent technical foundation and allowing full creative expression for each identity.

The new B2B trade hub brings together all brands in a single environment designed specifically for trade workflows, combining ease of discovery with efficient ordering and trade pricing functionality.

The result is a unified ecosystem that has fundamentally changed how Sanderson Design Group operates digitally, moving from isolated platforms to a continuously optimised, insight-led trading model.

This is no longer just a replatform; it is a fully embedded revenue engine that connects brand, experience and performance into one scalable digital operation built for sustained commercial growth.

Spitfire Audio – Shopify

Spitfire Audio’s move to Shopify is a standout example of ambitious digital transformation delivering both technical excellence and commercial impact. In partnership with Herd, Spitfire migrated from a costly, complex legacy platform to a future-ready commerce ecosystem—while preserving the highly personalised buying experience that sets the brand apart. This was no standard re-platform. Spitfire’s model depends on sophisticated discounting, personalised pricing, product ownership recognition, and seamless integration across a wider digital estate. To achieve this, the team engineered a bespoke Shopify architecture featuring a custom pricing engine, Multipass authentication, and deep systems integration, proving Shopify could support enterprise-level complexity without compromise. The result is a faster, more resilient, and globally scalable platform that unlocks long-term growth while reducing operational overhead. With Shopify Markets Pro, Spitfire can now serve customers across 300+ international markets with a more localised purchasing experience. This project sets a new benchmark for high-performance re-platforming on Shopify.

St John Ambulance – Shopify

St John Ambulance partnered with Glass Atlas to modernise a fragmented digital estate and create a clearer, more flexible foundation for commerce, content and public engagement.

As one of the UK’s most recognised health and first aid charities, St John Ambulance supports a wide range of digital journeys, from workplace training and first aid supplies to fundraising, volunteering and public advice. Its previous platform had become increasingly difficult to manage, with multiple audience needs competing inside one constrained system.

Glass Atlas led a phased replatform, moving key commerce journeys onto Shopify Plus and introducing Contentful to support richer, more flexible content experiences. The new architecture gives each part of the digital estate a clearer role, helping users find training, compare learning formats, book courses, purchase supplies and engage with the charity more easily.

The project also created a stronger foundation for search, personalisation, accessibility and ongoing optimisation. By reducing platform complexity and improving internal control, St John Ambulance can now evolve its digital experience with greater confidence.

Since launch, the new platform has already shown improved engagement, revenue and customer experience, demonstrating the value of a replatform built around clarity, usability and long-term scalability.

Tops Online (under Central Food Retails Group)

Most replatforms are about stability; ours was about Strategic Synergy.

Outshining Competitors: While others use “off-the-shelf” apps, Tops Online built a custom ecosystem integrated with The 1. We don’t just see what you buy at Tops; we understand your lifestyle across the entire Central Retail group, allowing for Hyper-Personalized rewards that no other grocery app can offer.

The “Commerce OS” Advantage: Our platform is now a “Living System.” Because of the 2025 replatform, we can roll out new features (like AR store navigation or AI recipe-to-cart) in weeks rather than months.

Frictionless O2O: We have truly bridged the gap between online and offline. Whether a customer shops via the AI Chatbot, the mobile app, or uses “Click & Collect” in-store, the experience is one seamless loop.

Conclusion: The Tops Online 2025 Replatform didn’t just fix a website; it created a benchmark for modern retail. It proved that with the right technical foundation, an eCommerce platform can become a proactive “shopping partner” rather than just a digital catalog.

Virgin Media 02

Virgin Media O2’s eCommerce re-platform has transformed the way millions of customers browse, buy, pay and manage services across O2 and Virgin Media. Delivered as part of our Consumer three-year plan, the programme modernised legacy digital platforms to create safer, simpler and more flexible experiences.

The transformation focused on four major workstreams: migrating the O2 estate to a new Digital Front End and shared content management system, creating App Factory as a single internally owned app engine, launching Single ID for one secure login across Virgin Media and O2, and introducing a faster mobile-first payment journey.

The results are significant. Trading changes that once took days can now be made in minutes. My Virgin Media orders rose 35.5%, app store impressions increased 35.6%, and My O2’s auth-to-order rate improved by 39%. Single ID now supports more than 600,000 linked customer accounts, with improved post-launch login success and step changes in fraud blocking. The new payment journey increased completion from 69.6% to 91.8%.

With 97.2% digital customer containment, improved effort scores and stronger app performance, the re-platform has delivered measurable customer and commercial impact, while creating a future-ready foundation for digital innovation and growth.

Best eCommerce Platform

Base.com

Base.com is an all-in-one eCommerce operations platform designed to simplify, automate, and scale online selling. From a single intuitive interface, merchants manage listings, orders, inventory, warehouses, shipping, and integrations across multiple sales channels—eliminating operational complexity and enabling sustainable growth.

Trusted by more than 30,000 businesses globally, Base supports retailers, brands, wholesalers, and distributors of all sizes. Unlike many competitors that focus primarily on enterprise clients, Base democratises access to enterprise-grade technology through a 14-day free trial and a unique freemium model. Businesses can use the platform for free until they reach 100 orders per month, with transparent, pay-as-you-go pricing and no long-term contracts. As merchants grow, Base grows with them—aligning its success directly with its customers.

Continuous innovation in automation, multi-channel integrations, analytics, and AI-powered tools helps merchants increase efficiency, reduce errors, and scale confidently. Built with resilient, multi-location infrastructure and transparent system monitoring, Base delivers the reliability required for mission-critical eCommerce operations.

Base is not just software—it is a strategic growth partner empowering businesses to compete and thrive in today’s digital marketplace.

Collect+ (part of the PayPoint network)

Collect+ is a technology driven out‑of‑home (OOH) delivery and returns platform, operating within the PayPoint network and embedded directly into the eCommerce ecosystem. Designed to enhance both checkout and post‑purchase experiences, Collect+ enables retailers to offer customers flexible, location based parcel delivery and returns through a national network of over 14,000 local stores. This has grown from 5,500 sites over the last five years, demonstrating the platform’s rapid scale and increasing importance to the UK eCommerce ecosystem.

Flixmedia – Smart Syndication

Smart Syndication is an advanced content intelligence layer within the Flixmedia syndication ecosystem, designed to optimise how brands deliver product content across retailer eCommerce sites.

It enables brands to go beyond simply publishing content to understanding, measuring, and optimising how that content performs at a granular level across the digital shelf.

Smart Syndication transforms eCommerce from a static content environment into a dynamic, performance-driven ecosystem. In a world where content is everywhere, Smart Syndication ensures only the most effective content wins.

LKQ Euro Car Parts – Omnipart, powered by Peracto

Omnipart, developed by Velstar for LKQ UK, is a purpose-built eCommerce platform transforming how automotive trade customers order parts in time-critical environments.

Designed around the needs of mechanics and workshops, the platform enables users to quickly identify, price and order the correct parts through real-time vehicle lookup, live stock visibility and account-specific pricing. Integrated delivery tracking and self-service returns further streamline the process, reducing reliance on manual, phone-based ordering.

Built as the operational backbone of LKQ’s trade commerce, Omnipart brings together multiple enterprise systems into one seamless interface. Intelligent autoscaling ensures consistent performance during peak demand, while robust infrastructure supports high volumes of concurrent users.

The result is a fast, accurate and scalable platform that improves efficiency for both customers and internal teams. By combining deep technical integration with a user-first approach, Omnipart delivers a best-in-class B2B experience that meets the demands of a complex, fast-moving sector and sets a new benchmark for eCommerce platforms.

Swap

Swap is redefining e-commerce by building a pioneering agentic commerce platform that helps direct-to-consumer (DTC) brands manage complex global operations, including cross-border shipping, returns, and inventory. The platform, Swap Storefront, transforms static websites into interactive storefronts, guiding customers through discovery, recommendations, and purchase using an intelligent AI agent. This agent proactively suggests items and offers a digital twin option for visualizing fit and style, enabling instant purchasing via chat or voice and eliminating redirects. Swap Storefront integrates seamlessly with a brand’s existing commerce stack, providing a net-new AI channel without requiring infrastructure rebuilds. This innovation has delivered strong results for participating brands. For example, Eleven Loves, after implementation, experienced conversion rates up to 2x higher, 3x longer time on site, and a 20% reduction in returns. Furthermore, Eleven Loves saw a 22% increase in Average Order Value (AOV) and a baseline Conversion Rate (CVR) of 3.83%, more than double their original rate. Swap’s success lies in its merchant-first approach and vision to define a new category, moving commerce from static sites to a curated, decision-driven experience.

Temu

Temu launched in the United States in September 2022 to connect millions of consumers with sellers worldwide. It has since expanded to over 90 markets and become one of the world’s most visited e-commerce platforms. In 2024, Temu introduced its Local Seller Program, now active in more than 30 markets, including the UK, allowing businesses to sell and fulfil orders locally.

By reducing the number of intermediary steps between producer and consumer, Temu lowers costs for both sides – shoppers pay less, and businesses of all sizes get a low-cost channel to reach a global audience. Onboarding is rigorous and efficient, with half of new sellers making their first sale within 20 days. Temu prioritises products with positive consumer feedback, enabling smaller businesses to thrive with greater visibility and wider reach.

Temu works with 150-plus EU delivery providers and 10 national postal services to lower the cost and complexity of cross-border shipping. As it continues to localize its operations across Europe, it expects to contribute billions of euros to logistics partners this year.

Seller case studies highlight strong sales growth and reach. Overall, Temu positions itself as a cost-effective, accessible platform for sellers while ensuring a reliable shopping experience for consumers.

Tops Online (under Central Food Retails Group)

Tops Online doesn’t just compete—it outshines everyone else because of its deep integration with The 1 Ecosystem, Thailand’s #1 loyalty platform.

• Unified Rewards: Customers earn and redeem The 1 Points seamlessly across the platform. A customer can earn points buying milk on the app and use them for a discount at a Central Department store later that day.
• Extra Value for Members: Tops Prime members enjoy 5X The 1 Points on every order, creating a “Value Loop” that no other grocery competitor can match.
• Data-Driven Experience: By leveraging The 1’s data insights, we offer hyper-personalized “Just for You” deals. We don’t just send generic coupons; we send offers based on a customer’s actual lifestyle across the entire Central Retail network.