Consumer Returns Management 2017

October 03 - 05, 2017

Hutton Hotel, Nashville, TN

Contact Us: 1.888.482.6012

Reducing Returns Through A Customer-Value Partnership

Day 3

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7:45 AM Continental Breakfast & Registration

8:45 AM Welcome Remarks

8:50 AM Chairperson’s Opening Address

Paul Baum, CEO, PlanITROI

 Paul Baum
Paul Baum
CEO
PlanITROI
Paul Baum, CEO and Founder of PlanITROI, Inc. is an entrepreneur to the core.  Paul has a 25 year proven track record of creating “sustainable green value” in the Reverse Logistics Industry, specializing in Value Recovery.  Paul has spent his entire professional career perfecting the industry leading asset value recovery model he calls the “Cl ...[Read More]

9:00 AM Reducing Returns Through Establishing The Customer-Manufacturer-Retailer Relationship Pre-Sale

Chuck Zegrati, Director, Quality Assurance, True Value

True Value has a rather enviable return rate—it’s in the single digits. Chuck Zegrati is here to shed some light on how to make that a possibility for you. Like most things, solutions for reducing returns boil down to communication. This is why Chuck will discuss how to form better relationships and map out touch points across your organization. Gain insights on the triad of communication that needs to happen between the manufacturer, retailer, and the customer, and bring a strategy back to the office on how to:
  • Overcome the complications of multi-channel distribution by aligning the retailer’s strategy with what the manufacturer expects earlier on
  • Collaborate to create a proper roadmap of inventory to meet customer demands and forecast more effectively
  • Provide the greatest value to your customers at the lowest possible cost  
 Chuck Zegrati
Chuck Zegrati
Director, Quality Assurance
True Value
Over 30 years of Engineering, Manufacturing, and Quality Assurance experience in manufacturing as well as retail environment. 
  • Director of Quality: True Value Company, Chicago Illinois 
  • Director of Quality:  Harbor Freight Tools, Camarillo, California
  • Vice President, Enginee ...[Read More]

9:20 AM Academic Survey: Data-Driven Insights On Preventing Returns, Optimizing Policies, And Forecasting

Dr. Guangzhi Shang, Assistant Professor, Business Analytics, Florida State University – College of Business

Dr. Michael Galbreth, Professor of Management Science and Moore Research Fellow Faculty Director, Center for Applied Business Analytics, University of South Carolina, Moore School of Business

Consumer Returns is excited to announce their guest speakers—and two sets of analytical eyes are better than one. Based on the research they have conducted, Dr. Shang of Florida State University and Dr. Galbreth of University of South Carolina are here to discuss how data can improve your returns management. They will present what they’ve learned from nearly a decade of consumer returns research in the form of actionable case studies. Walk away with next steps on how to:
  • Use transaction-level data for more accurate returns forecasting
  • Focus your return reduction efforts most effectively
  • Answer the question “How much do online consumers really value free returns?”—the answer may surprise you
Dr. Guangzhi Shang
Dr. Guangzhi Shang
Assistant Professor, Business Analytics
Florida State University – College of Business

Dr. Michael Galbreth
Dr. Michael Galbreth
Professor of Management Science and Moore Research Fellow Faculty Director, Center for Applied Business Analytics
University of South Carolina, Moore School of Business
Michael R. Galbreth is a Professor of Management Science and a Moore Research Fellow at the Moore School of Business, University of South Carolina. He received his Ph.D in Operations Management from Vanderbilt University in 2006.  Prior to his graduate studies, Dr. Galbreth worked for several years at Accenture and was a manager at KPMG Consul ...[Read More]

9:50 AM Panel: Using Data For Returns Prediction

Larry Ellis, Director, Warehouse and Delivery Services, BuildDirect

Paul Thompson, Director, Inbound Logistics, Meijer

René del Río, Manager, AMS Returns Planning and Strategy, HP

Antony Francis, CEO, PRC Industries

Most retailers struggle to explain to the OEM or brand the reasons why their product is getting returned. Think about the last time you went to a store to return something: were you asked anything beyond, “Oh, anything wrong?” Probably not. Did you give a vague answer and notice that the associate didn’t write anything down or type it into the computer? More than likely. This lack in managing reason codes needs to be mitigated. Retailers and OEMs alike can start by reinvigorating their tracking strategies, and only then can they truly look into the data to identify trends. This panel explores best practices among companies that are paving the way towards predictive analytics. Learn how to:
  • Segment your existing customers to understand how their returns behavior influences the customer lifetime value of each customer
  • Manage reason codes for why the product was returned from a customer experience and product improvement standpoint
  • Identify trends by analyzing data from social media
 Larry Ellis
Larry Ellis
Director, Warehouse and Delivery Services
BuildDirect
Larry Ellis is the Director of Warehouse and Delivery Services at BuildDirect, a technology company that is transforming the home improvement industry. In his current role, Larry is responsible for leading the disruption of heavyweight home delivery by transforming the slow, unreliable industry standard into an agile, responsive end-to-end solution ...[Read More]

 Paul Thompson
Paul Thompson
Director, Inbound Logistics
Meijer

 René del Río
René del Río
Manager, AMS Returns Planning and Strategy
HP

 Antony Francis
Antony Francis
CEO
PRC Industries
Antony Francis is CEO of PRC Industries, a leading remanufacturer of consumer product returns. PRC’s mission is to provide leading retailers, e-retailers and manufacturers with a comprehensive approach to managing customer returns including in-bound processing, screening, testing, remanufacturing, repackaging, remarketing and recycling combine ...[Read More]

10:30 AM Morning Refreshment & Networking Break

11:10 AM Panel Revolution: Improving The Out-Of-Box User Experience

Drew Simon, Manager, Omnichannel Strategy, Toys R Us

Suk Lee, Director, Quality, Charming Charlie

Anthony Montagano, Manager, eCommerce and Reverse Logistics, ULTA

Marco Mai, Senior Director, Reverse Logistics, Vivint Smart Home

According to a report from Accenture, most returns are preventable, with a staggering 50% of returns owing to a lack of quality customer experience. It seems clear that the first alliance you should have when trying to reduce returns is through your quality department. Creating a better out-of-box experience by establishing guidelines between the manufacturer and retailer before the point of sale, and by matching in-store expectations built around the product with its actual usability, are next steps that need to be put in place to reduce preventable returns. Our panelists come from different backgrounds, some directly within the quality department and some with reverse logistics titles, to show the cross-functionality it takes to create a positive user experience. Walk away with a roadmap for:
  • Understanding the importance of creating a positive first impression through optimal packaging and easy-to-follow instructions
  • Increasing your Net Promoter Score and revenue by reducing returns and lowering call rates to the customer service department
  • Differentiating yourself from the competition beyond price cuts
 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]

 Suk Lee
Suk Lee
Director, Quality
Charming Charlie

 Anthony Montagano
Anthony Montagano
Manager, eCommerce and Reverse Logistics
ULTA

 Marco Mai
Marco Mai
Senior Director, Reverse Logistics
Vivint Smart Home
Marco Mai is the Sr. Director of Reverse Logistics at Vivint Smart Home, the largest smart home services provider in North America. Before Vivint, Marco worked for Endless Mobile and Huawei. For more than a decade, Marco had built and managed Customer Service and Reverse Logistics in more than ten countries including United States, Malaysia, Philip ...[Read More]

12:00 PM Ten Minute Stretch

12:10 PM Roundtables:

Suk Lee, Director, Quality, Charming Charlie

Joseph Desimini, Manager, Returns Management – Service Division, Samsung Canada

John Hauley, Director, Reverse Logistics, Overstock

Dr. Guangzhi Shang, Assistant Professor, Business Analytics, Florida State University – College of Business

Dr. Michael Galbreth, Professor of Management Science and Moore Research Fellow Faculty Director, Center for Applied Business Analytics, University of South Carolina, Moore School of Business

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. Incentivizing Retailers To Provide A Reason For Returns To The OEM
Suk Lee, Director, Quality, Charming Charlie

2. Improving Consumer Education To Minimize Returns
Joseph Desimini, Manager, Returns Management – Service Division, Samsung Canada 

3. Preventing Returns In A Drop-Ship Fulfillment Environment
John Hauley, Director, Reverse Logistics, Overstock.com

4. Followup: Data-Driven Insights On Preventing Returns, Optimizing Policies, And Forecasting
- Dr. Guangzhi Shang, Assistant Professor, Business Analytics, Florida State University – College of Business
- Dr. Mike Galbreth, Professor, Management Science, University of South Carolina, Darla Moore School of Business

Tables 5-8: 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:
Sifting Through the Numbers: Overcoming Data Integrity Issues
A Metric Is Worth A Thousand Words: Using Data To Create A Customer Profile
Setting the CPI Standard: Ensuring Data Security for Your Customers
 Suk Lee
Suk Lee
Director, Quality
Charming Charlie

 Joseph Desimini
Joseph Desimini
Manager, Returns Management – Service Division
Samsung Canada

 John Hauley
John Hauley
Director, Reverse Logistics
Overstock
John Hauley, Director of Reverse Logistics, began his career at Overstock.com in 2009 as a Sr. Financial Analyst.  He then led Overstock’s internal Supply Chain Solutions group, and then appointed as Chief of Staff for the Logistics and Global teams.  He has led the Reverse Logistics team for just over a year, owning the P&L for returns and directi ...[Read More]

Dr. Guangzhi Shang
Dr. Guangzhi Shang
Assistant Professor, Business Analytics
Florida State University – College of Business

Dr. Michael Galbreth
Dr. Michael Galbreth
Professor of Management Science and Moore Research Fellow Faculty Director, Center for Applied Business Analytics
University of South Carolina, Moore School of Business
Michael R. Galbreth is a Professor of Management Science and a Moore Research Fellow at the Moore School of Business, University of South Carolina. He received his Ph.D in Operations Management from Vanderbilt University in 2006.  Prior to his graduate studies, Dr. Galbreth worked for several years at Accenture and was a manager at KPMG Consul ...[Read More]

1:10 PM Luncheon For All Attendees

2:10 PM End Of Consumer Returns 2017




















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