Consumer Returns Management 2017

October 03 - 05, 2017

Hutton Hotel, Nashville, TN

Contact Us: 1.888.482.6012

Overcoming The Omnichannel Returns Challenge

Day 1

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7:45 AM Continental Breakfast & Registration

8:45 AM Welcome Remarks

8:50 AM Chairperson’s Opening Address

Gaurav Saran, Founder and CEO, ReverseLogix

Chris Blevins, CTO, ReverseLogix

 Gaurav Saran
Gaurav Saran
Founder and CEO
ReverseLogix

 Chris Blevins
Chris Blevins
CTO
ReverseLogix

9:00 AM The Omni-Channel Retailing Challenge: Managing Online Purchases And Returns Through The Physical Store

Jeff Girard, SVP, Distribution and Logistics, DSW

We’re kicking off Consumer Returns 2017 with an exciting keynote from a company you’d be remiss not to hear from: DSW, who boasts this year’s spot as the #1 omnichannel retailer. Whether you’re a retailer or manufacturer, it’s fair to say you’ve dealt with the scenario of an item purchased online being returned to your store—or you’ve dealt with the customer dissatisfaction that takes place because buy online, return in-store is not one of your options. Is keeping your inventory streamlined across multiple channels a concern for you? If so, you’re not alone. In this session, Jeff Girard shares his experience taking on the distribution and fulfillment responsibilities for DSW’s storefronts and .com, and the steps he is taking to deal with such high volume in a returns environment. You’ll walk away with ways to:
  • Build customer loyalty through an integrated experience by offering in-store pickup and returns for online purchases
  • Drive seamless integration of the online and store network—ensure that your customers see you as one system rather than multiple channels with separate inventory, processing and delivery
  • Cope with both inventory management challenges and price differences across stores and channels
 Jeff Girard
Jeff Girard
SVP, Distribution and Logistics
DSW

9:20 AM Measuring The Right KPIs To Find Value In Returns Data

Chuck Johnston, Director, Repair and Returns, The Home Depot

It’s easy to understand why data is important; it helps guide analytical decisions and highlights inconsistencies or problems you may have missed. What’s less clear is defining which numbers or reason codes you should be concerned with. As reverse logistics, returns management, and supply chain professionals, you are all logical thinkers—you understand the importance of having a plan in place, and perhaps more importantly, you know the fallout that happens when there is no back-up plan. Of course, finding the value in your own data can be difficult, a guessing game at best. This is why we’re excited to welcome back Chuck Johnston from The Home Depot. He’s returning to share key insights with you about what steps he took to create better inventory visibility and enhance their omnichannel reverse supply chain. In this session, Chuck will help you: 
  • Realize the most important metrics for retailers and manufacturers to look at when people are getting rid of products
  • Create a contingency plan early for items that don’t sell by having better inventory visibility
  • Assess what data you should be looking at when making decisions regarding your reverse supply chain
 Chuck Johnston
Chuck Johnston
Director, Repair and Returns
The Home Depot

9:40 AM Panel Revolution: Handling Omnichannel Returns Without The Headache

Ryan Holden, Senior Manager, Centralized Returns, The Home Depot

Paul Thompson, Director, Inbound Logistics, Meijer

Steve Freemerman, Senior Manager, Global Reverse Logistics, GoPro

Customers that can buy from anywhere expect to be able to return anywhere. Despite this seeming like a basic principle, think of how many times you waited on a long line at your local department store and expected your money back, only to be rejected because you purchased the item online. Now, think about your own company—does your returns policy mirror this frustration? If not, are you looking to improve anyway? Fear not! This panel has insights from different retail verticals on how to implement a manageable returns policy that keeps both your employees and customers happy. What’s more is that they involve you in the conversation with their own thought-provoking questions in our most interactive panel format. Discussion includes:
  • Preparing to accept online purchases and returns through the physical store by having the downstream capabilities in place
  • Keeping track of your retail and online SKUs more effectively
  • Learning how to handle the RA process for carriers that you do not normally do business with
 Ryan Holden
Ryan Holden
Senior Manager, Centralized Returns
The Home Depot
Ryan has worked for The Home Depot for 14 years in multiple capacities across the organization as an in-store associate to investor relations. He is currently Sr. Manager of Centralized Returns for the Home Depot overseeing the secondary markets business, warranty revenue, and vendor RTV contracts. ...[Read More]

 Paul Thompson
Paul Thompson
Director, Inbound Logistics
Meijer

 Steve Freemerman
Steve Freemerman
Senior Manager, Global Reverse Logistics
GoPro

10:30 AM Morning Refreshment & Networking Break

11:10 AM Remanufacturing To “First Quality” Standards: The Challenges And Cost Associated

Tom Gratiano, Senior Manager, Manufacturing Operations and Program Management, Bose

Struggling to identify which products are actually worth repairing to “first in class” level? Believe it or not, heavy hitter brands like Bose also encountered this problem. That’s why Tom Gratiano will explore with you the challenges and costs associated with remanufacturing Bose products to a certain level of quality, with not just internal resources but their Joint Development Manufacturing (JDM) partners. If you need to reach this level of collaboration, and you feel like you are spending your remanufacturing dollars in the wrong places, this session is for you! Tom shares with us how to:
  • Identify what the maximum threshold of spend should be in relation to the value of the product 
  • Match the right reverse logistics channel to your product’s disposition
  • Yield maximum recovery
 Tom Gratiano
Tom Gratiano
Senior Manager, Manufacturing Operations and Program Management
Bose
Tom has been with Bose for 22 years and has been in roles within Manufacturing Operations, Development Engineering, Program Management, Repair, and Remanufacturing.  Currently Tom is in a senior leadership role that takes full advantage of his leadership, technical, and operations capabilities.  

Tom leads the ...[Read More]

11:30 AM Maximizing Recovery On Omnichannel Returns

Kevin Graf, GM, North America – Dell Outlet, Dell

  • Explore best practices for sales and marketing strategies
  • Optimize your channels to keep your inventory streamlined
  • Build and embed a recovery-based culture across your entire organization
 Kevin Graf
Kevin Graf
GM, North America – Dell Outlet
Dell

11:50 AM Panel Revolution: Improving The In-Store Returns Process

Kent Perry, Product Management Consultant, Macy's

Jonathan Crabb, Product Owner, HomeDepot.com Return Capabilities, The Home Depot

Alex Poole, VP, Global Distribution and Logistics, Crocs

Online shoppers want to eliminate the cost of shipping, so they prefer to return through a physical store. Additionally, a customer that buys something in your store is most likely making a visit back to that brick and mortar if they need to make a return. The point being that the physical store is a very crucial hub for the returns experience. Benchmark with the panelists where your company falls on the returns experience spectrum—and be prepared to answer some questions they have for you.
  • Make the experience as smooth and customer-experience focused as possible, without losing money
  • Ensure there are less preventable hindrances to the returns experience, such as long lines and IT issues
  • Allow online purchases to be returned in-store
 Kent Perry
Kent Perry
Product Management Consultant
Macy's
Kent Perry is a customer management consultant that works with top ecommerce players to solve critical pain points in the omnichannel retail experience. 

After spending nearly two decades working in strategy and product management for global brands and startups, Kent knows what truly drives customer loyalty and ...[Read More]

 Jonathan Crabb
Jonathan Crabb
Product Owner, HomeDepot.com Return Capabilities
The Home Depot
Jonathan is currently Senior Manager of Post-Purchase Experience for Home Depot's eCommerce business.   He manages the capabilities and future road map for dotcom orders whether in store, through call center or on the web.  Jonathan has been with Home Depot for 15 years, and has held roles in IT store systems, IT supply chain, and dotcom order mana ...[Read More]

 Alex Poole
Alex Poole
VP, Global Distribution and Logistics
Crocs

General Lunch

12:40 PM Luncheon For All Attendees

Invite-Only Lunch

Invite-Only Boardroom Lunch – Hosted by Optoro

General Session

1:40 PM Panel Revolution: Driving Down The Cost Of Repair

Rick Julien, Director, NA Strategy and PMO, Lenovo

Harrison Urash, Senior Manager, US Returns, Avon

Jerry Rust, Head, Operations, Quanta Computer

Anthony Yadron, Director, Business Development and Supply Chain Strategy, PCS Wireless

You need to place your refurbished product in the most optimal channel to avoid excess repair spend. Some manufacturers, unfortunately, are still struggling to decide if a product should be refurbished or remanufactured. The confusion doesn’t even include deciding first where the product should fall within the reverse logistics stream. Do you discount or liquidate? Recycle or donate? Eschew the remanufacturing piece all together and destroy in field? As you know, there’s a lot more to reverse logistics than a customer returning something in-store or mailing it back to the distribution center. This is why we have a strategy panel focused on how to make repairs as painless (and cheap) as possible when they do happen. Panels are best with variety, so we have Lenovo and Quanta representing the consumer electronics brands, and Avon bringing in the unique perspective on beauty, fashion and hard goods if electronics aren’t a concern for you. In this panel, learn how to:
  • Scrutinize which items are actually worth the cost of repair
  • Assess the risk of how much loss of sales is incurred before you use a refurbishment model
  • Examine why goods tend to be refurbished rather than remanufactured
 Rick Julien
Rick Julien
Director, NA Strategy and PMO
Lenovo

 Harrison Urash
Harrison Urash
Senior Manager, US Returns
Avon
Harrison Urash is responsible for New Avon’s US Returns and US Outbound Transportation.  In this role, he is responsible for the Reverse Logistics and Outbound strategy – enhancing the Representative experience and driving operational excellence.  He has been with New Avon for seven and a half years, with experience in fulfillment, system implement ...[Read More]

 Jerry Rust
Jerry Rust
Head, Operations
Quanta Computer
Jerry Rust has 21 years’ experience in manufacturing, service, and reverse logistics and currently serves as Head of Operations for Quanta Computer Inc. managing US operations. His prior roles have been: operations management, supply chain development, service and reverse logistics, and quality.  Jerry has a wide array of business and industry back ...[Read More]

 Anthony Yadron
Anthony Yadron
Director, Business Development and Supply Chain Strategy
PCS Wireless
Anthony Yadron joined PCS Wireless in 2017 as Director in their Business Development and Supply Chain Strategy group.  Mr. Yadron has a wealth of experience in Retail Planning and Reverse Logistic Operations working for companies like Williams-Sonoma, Nordstrom, T-Mobile and HTC. Mr. Yadron was responsible for reshaping the asset management program ...[Read More]

Industry Boardroom

Consumer Electronics Industry Boardroom (1:40-2:30)

A facilitated strategy and best practice discussion around the nuances of dealing with the return of consumer electronic goods. Spots reserved for the first 15 people. To request yours, contact Paula Conlon at 646.200.7516 or paula.conlon@wbresearch.com

General Session

2:30 PM Exploring The Next Generation Of Consumer Returns

Dennis Nicoski, Director, Field Strategy and Contracts, US Postal Service

  • See how increased customers are driving merchants to take the friction out of return labels
  • Learn about options for convenient and easy package drop-off or carrier pickup
  • Hear about new technology trends to manage returns more intelligently and dynamically
 Dennis Nicoski
Dennis Nicoski
Director, Field Strategy and Contracts
US Postal Service
As head of National Field Strategy and Contracts for the United States Postal Service, Mr. Nicoski oversees the development of customized mailing and shipping solutions for the country's largest mailers and shippers.  Prior to his current position, Mr. Nicoski served as Regional Sales Manager for the Midwest, Area Sales Manager in the Great Lakes, ...[Read More]

Industry Boardroom

Fashion & Apparel Industry Boardroom (2:30-3:20)

A facilitated strategy and best practice discussion around the nuances of dealing with the return of clothing, footwear, and accessories. Spots reserved for the first 15 people. To request yours, contact Paula Conlon at 646.200.7516 or paula.conlon@wbresearch.com

General Session

2:50 PM Interview: The Customer Is Always Right? Scrutinizing Your Liberal Returns Policy

Joyce Cruts, Director, Supply Chain Operations – Return Management, Acer

We’ve all heard the mantra that’s been kept sacred in retail: “The customer is always right.” Of course, there is guaranteed to be at least one person that challenges that notion to your very core. With returns being a huge part of the customer experience paradigm, it is easy to fall into the trap of creating a liberal cash back policy… for everything. Sometimes for items you don’t even keep in your store! Joyce Cruts from Acer has a bone to pick with cash back policies, and believes retailers and manufacturers need to start meeting in the middle with their customers. Not only will you hear her case in this intimate interview, but you will also share your opinions with her.
  • Assess if lenient standards hemorrhage your bottom line more than it makes your customers happy—create a balancing act
  • Hear the case for and against cash back policies
  • Consider if your own policies need to be more strict and understand next steps you can take to keep the customer happy during the returns process
 Joyce Cruts
Joyce Cruts
Director, Supply Chain Operations – Return Management
Acer

Industry Boardroom

Fashion & Apparel Industry Boardroom (cont.)

3:20 PM Innovation Spotlight

3:30 PM Afternoon Refreshment & Networking Break

4:10 PM Roundtables:

Kent Perry, Product Management Consultant, Macy's

Tim Quinn, Manager, Logistics Budget and Analysis, BJ's Wholesale Club

Michael Fahey, VP, Operations, Haier

Dawn Gardner, Director, Transportation and Trade Compliance, Starkey Hearing Technologies

Drew Simon, Manager, Omnichannel Strategy, Toys R Us

Karla Kilian, Director, Property Management – Unsaleables Reduction and Disposition Strategies, Target

Scott Sobera, SVP, Sales, Help Lightning

Your opportunity for the most intimate conversation yet! Want to benchmark with other companies and have a real, organic discussion about challenges and next steps on key issues? Great, so do our roundtable thought leaders. Here’s how it works. You select 2 of the topics. The first discussion lasts 30 minutes, and then you rotate to your next topic for another 30 minutes. It’s like speed dating, but you leave feeling like you actually achieved something.

1. When A Dress Ends Up In Wisconsin In Winter: Sorting Out Non-Congruent Returns
Kent Perry, Product Management Consultant, Macy's

2. Best Buy(Er): Optimizing Your Order Management Plan So Merchants Don’t Overbuy
Timothy Quinn, Manager, Logistics Budget and Analysis, BJ's Wholesale Club

3. Making Your Disparate Systems Talk To Each Other Across Stores, Warehouses, And Online
Michael Fahey, VP, Operations, Haier

4. Evaluating The Operational Costs Of Returns
Dawn Gardner, Director, Transportation and Trade Compliance, Starkey Hearing Technologies

5. Maximizing Recovery On Returned Products
Drew Simon, Manager, Omnichannel Strategy, Toys R Us

6. End-to-End Approaches To Reduce Unsaleables And Optimize Disposition
Karla Kilian, Director, Property Management – Unsaleables Reduction and  Disposition Strategies, Target

7. Using Augmented Reality And Virtual Presence To Enhance Consumer Experience And Avoid Returns
Scott Sobera, SVP, Sales, Help Lightning

Tables 8-14: Have an innovative technology or story to share? For more information on how to be a part of the discussion and to sponsor a roundtable, contact Christine Johnson, Director of Sponsorship Sales & Strategy at 646.200.7458 or christine.johnson@wbresearch.com

Suggested topics include:
Implementing and Upgrading Your Returns and Recalls Software Across All Channels
20/20 Vision: Managing Your Inventory On A Global Scale
Providing Unique Alternatives For Returns
 Kent Perry
Kent Perry
Product Management Consultant
Macy's
Kent Perry is a customer management consultant that works with top ecommerce players to solve critical pain points in the omnichannel retail experience. 

After spending nearly two decades working in strategy and product management for global brands and startups, Kent knows what truly drives customer loyalty and ...[Read More]

 Tim Quinn
Tim Quinn
Manager, Logistics Budget and Analysis
BJ's Wholesale Club
Tim Quinn has been with BJ’s for 15 years and is currently a manager in the Logistics/Supply Chain Division.  Tim is responsible for reverse logistics functions including return to vendor programs and inventory liquidation for certain product categories.  In addition, Tim’s team manages all carrier freight claims as well as Financial control functi ...[Read More]

 Michael Fahey
Michael Fahey
VP, Operations
Haier

 Dawn Gardner
Dawn Gardner
Director, Transportation and Trade Compliance
Starkey Hearing Technologies
I have worked at Starkey for 34 years in various functions of Supply Chain such as Inventory Management, Warehousing and Distribution.  In my current role I have responsibility for managing transportation contracts and Trade Compliance for all of our facilities worldwide as well as Returns Management.  I have a certificate in Supply Chain and Logis ...[Read More]

 Drew Simon
Drew Simon
Manager, Omnichannel Strategy
Toys R Us
Drew will be celebrating a 6-year anniversary with Toys R Us during the conference.  He originally started as a financial analyst after graduating from Fordham University’s MBA program. Now working in the Omni Channel Supply Chain group, Drew’s team is responsible for overall network strategy and improving the customer experience.  Our team tracks ...[Read More]

 Karla Kilian
Karla Kilian
Director, Property Management – Unsaleables Reduction and Disposition Strategies
Target
Karla has been with Target 24 years, holding various positions within Real Estate, Resource Recovery and Property Management. In her current role, she is responsible for leading the Unsaleables Reduction and Disposition Strategies team. This team focuses on improving profitability and supporting sustainability by reducing the volume of damaged, def ...[Read More]

 Scott Sobera
Scott Sobera
SVP, Sales
Help Lightning
Always up for a good challenge and open to innovative solutions, Scott’s career has led him to work with a variety of companies in sales leadership roles, including Accelarad (now Nuance Communications), Optimal Readings (now Aris Radiology), Awarix (now McKesson), ComFrame (now NWN), The Trizetto Group, Nichols TXEN (now CSC Healthcare Solutions G ...[Read More]

5:10 PM Whiskey Tasting Welcome Reception – Hosted by ReCommerce

6:10 PM End Of Day 1




















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