Managing Retail Supply Chains Through Disruptions: A Q&A Session
Three strategy leads at UPS discuss how retailers can meet the high expectations of today’s consumers in spite of inevitable supply chain disruptions. Access the full video to hear the full conversation.
February 5, 2026 • 17 minute watch
Navigating Supply Chain Disruption
Access the full video to hear retail strategists discuss:
Retail Supply Chain Strategy from UPS
The retail supply chain landscape is filled with challenges, from shifting international trade lanes to evolving consumer expectations. While supply chain disruption may seem constant, it can present opportunities for growth and innovation. The key is learning how to stay ahead of and manage these challenges effectively without compromising the customer experience.
In a recent discussion, three UPS retail veterans with over 25 years of combined retail experience explored how businesses can navigate today's complex environment. Panelists Jarret Arnold, Richard Casner and Carlos Roman shared valuable insights on everything from supply chain agility to the importance of a unified commerce strategy. Ahead, you can read a detailed look at their conversation, with a preview of the strategies and solutions they discussed.
To see the full conversation and gain even deeper insights, watch the complete video.
Retail Supply Chain Lessons Learned
The COVID-19 pandemic brought supply chain operations into the public spotlight. Suddenly, the average consumer had a greater understanding of supply chain disruption than ever before. Carlos Roman points out that the lessons learned during that time—such as diversifying suppliers, leveraging technology and staying agile—still apply today.
Supply disruption may look different now, with geopolitical conflicts and tariffs reshaping trade lanes, but the solution is still supply chain agility. The speed of change is a significant challenge, requiring retailers to maintain the "muscles" they developed for responding to crises.
Jarret Arnold adds that these disruptions create a ripple effect. For example, apparel retailers shifting sourcing to lower-tariff countries must readjust lead times, which in turn impacts seasonal launches and availability of in-store inventory. Arnold asserts that the goal is to prevent these ripples from becoming waves that disrupt the customer experience at the point of sale.
Retail Supply Chain & Customer Experience
The panelists regularly return to the theme of providing a consistent and positive customer experience.
Carlos Roman emphasizes that a unified shopping experience across all touchpoints is essential. This includes managing inventory, processing orders and ensuring every delivery meets customer expectations.
Jarret Arnold builds on this, highlighting the need for streamlined, omnichannel fulfillment models like ship-from-store and buy-online-return-in-store. A major hurdle for retailers in implementing these options is inventory visibility. In fact, four of the top five challenges retailers face are related to stock-outs and knowing where their products are.
Richard Casner brings the brick and mortar store to the fore, which he believes is the core of the customer experience. When products aren't on the shelves, customers can't see, touch or try them on. This not only results in a lost sale for that single item but also for complementary products.
How to Address Supply Chain Disruption
Richard Casner attributes supply chain disruptions to three primary factors:
- Infrastructure: Uncontrollable factors like issues at ports or with rail lines
- Retailer's Network: How a business fulfills orders and its contingency plans
- Carrier Choice: The logistics partner a retailer selects to handle deliveries
No matter the source of a supply disruption, the end customer ultimately feels the impact.
Jarret Arnold notes that technology is rapidly changing the retail supply chain. Artificial Intelligence (AI) has the potential to enable more personalized shopping experiences and empower store associates, improving their productivity and ability to engage with customers.
Prioritizing Supply Chain Resilience
Ultimately, the goal is to create a supply chain so reliable that retailers can focus entirely on serving their customers. The panelists agree that contingency planning is crucial for building resilience. Even if a specific disruption is new, the playbook for responding with agility often remains the same.
By investing in technology, diversifying the supply chain and partnering with an experienced logistics provider, retailers can navigate today’s challenges to stay ahead of supply chain disruption.
Watch the complete video and learn how to build a more resilient, agile and retail supply chain.
Individual results and options will vary. UPS makes no promises of any specific outcome in this document but instead provides only example outcomes based on certain UPS customer experiences.