Consumer Returns Management 2018

October 22 - 24, 2018

Sheraton Grand Nashville, TN

Contact Us: 1.888.482.6012

Day One: Monday, Oct 22, 2018 | Omnichannel Retail And Secondary Market Opportunities: Streamlining Reverse Supply Chain and Maximizing Profitability

7:30 am - 8:00 am Continental Breakfast & Registration

8:00 am - 8:10 am Welcome Remarks & Ice Breaker

Antonia Kay - Program Director Consumer Returns Management
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Antonia Kay

Program Director
Consumer Returns Management

8:10 am - 8:20 am Chairperson’s Opening Address

8:20 am - 9:00 am All-Star Fireside Chat: Reverse Logistics – a Cost or a Profit Center?

Jeremy Witte - Vice President, Returns, Damages & Recommerce Best Buy
Each year consumers return about $380 billion worth of goods, which explains why snowballing product return rates are the biggest challenge for retail executives. Losses associated with returned goods represent anywhere from 8 to 15 percent of a company's revenues. Moreover, the cost of processing a return can be twice as expensive as handling the original outbound shipment. This explains why most retail organizations and manufacturers consider reverse logistics and returns management to be a cost center. 

However, returns management provides a number of opportunities and various revenue sources that shouldn’t be taken for granted. This fireside chat offers practical insights on:

  • Using reverse logistics as a strategic tool to differentiate yourself from competition
  • Leveraging return data to improve product and process design and meet your customers changing demands and expectations
  • Improving your relationship with customers and strengthening your brand image
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Jeremy Witte

Vice President, Returns, Damages & Recommerce
Best Buy

9:00 am - 9:20 am Repair, Replace, Refund: Recovering Costs on Returned Products

Dennis Dienno - Vice President of Global Service Parts Planning Dell Technologies
In today’s retail world, there are several options for handling product replacement and repair requests, and industry experts stress the importance of having an efficient reverse supply strategy with an established disposition channel framework in place to deliver optimal customer experience and maximize savings on returned inventory. In this session, Dennis shares details on Dell’s strategic approach to: 

  • Evaluating the cost of repair, refurbishment, transportation and handling versus the market price of the returned inventory to identify the perfect solution for your customer
  • Leveraging secondary disposition options to maximize ROI on returned inventory
  • Avoiding potential risks and damage to brand image due to repaired/refurbished/replaced product failures
  • Positioning your company as a sustainability frontrunner
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Dennis Dienno

Vice President of Global Service Parts Planning
Dell Technologies

9:20 am - 10:00 am Panel: Establishing Measurable KPI’s for Recovery and Customer Returns Operations

Justin Schuhardt - Senior Director, Operations Walmart Mike McCurry - Director, Supplier Innovation - Supply Chain Development Lowe's
To analyze your company’s reverse logistics system performance, you need to have comprehensive procedures and established metrics that measure return rates and the impact of returns on your operational costs and profit margins.

Join our expert speakers from leading retail organizations to hear about the KPIs and metrics they use to evaluate the success of their returns management and reverse logistics systems and strategies that help them achieve their key business objectives. Panel highlights include:

  • Streamlining return management procedures
  • Gaining full visibility into your product lifecycle
  • Delivering optimal customer experience to your consumers
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Justin Schuhardt

Senior Director, Operations
Walmart

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Mike McCurry

Director, Supplier Innovation - Supply Chain Development
Lowe's

10:00 am - 10:40 am Morning Refreshment and Networking Break in the Solutions Lounge

10:40 am - 11:20 am Case Study: Overcoming Reverse Logistics Silos

Kirstin Neira - Excess Inventory Management Lenovo
Organizations that prioritize stakeholder collaboration on returns management gain increased visibility and greater controls over their end-to-end supply chains. This, in turn, leads to improved inventory management, enhanced planning and risk management, as well as lower operations costs. Join Kristin Neira for practical recommendations on:

  • Improving external and internal cross-functional collaboration 
  • Integrating forward and reverse pipelines
  • Understanding your product return rates
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Kirstin Neira

Excess Inventory Management
Lenovo

11:20 am - 11:40 am Every Product Return Is a Business Case in Itself

Patrick Wiedemann - Group Chief Executive Officer RLG
Due to the complexity of reverse vs. forward logistics it is essential to implement efficient and agile processes that can deal with the variables of not knowing when, from where, the reason why and the condition of the product being returned, all the while striving for the highest value return in the downstream. 

To be able to achieve this it is essential to drive logistics processes with real time driven business rules, early routing decisions and predictability as far as achievable based on smart data. All of this can be driven by end-to-end process control and IT, as well as data management, which will be contained  in real-life cases and samples.
 
In a continuous changing environment of product innovation, sales channels and consumer behaviour, an integrated IT and process management system is an intrinsic part of driving improved customer experience while optimizing the business case of every return.
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Patrick Wiedemann

Group Chief Executive Officer
RLG

Continuing the discussion about stakeholder collaboration, our panelists explain why the application of the old-school return-to-vendor (RTV) paradigms is closely associated with the mismanagement of returned and overstock product flows and what you can do in order to move from a "cost of doing business" mentality to strategic supply chain alignment. Key takeaways include:

  • Examples of successful vendor-retailer collaboration on minimizing losses associated with return management and transportation costs
  • Protecting retailer’s and manufacturer’s brands throughout the return process
  • Leveraging secondary markets for mutual advantage in revenue recovery
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Ryan Holden

Director, Returns & Repair Business
The Home Depot

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Jay Lehal

Director, Service Centers
Best Buy Canada

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Richard Proud

Vice President, Planning, Allocation and Regional Buying
Groupe Dynamite

12:20 pm - 1:00 pm Luncheon For All Attendees

12:20 pm - 1:00 pm Private Lunch Hosted by Optoro

Track A:
Reverse Supply Chain In The Secondary Market 

1:00 pm - 1:10 pm Track Chairperson’s Opening Address

Track B:
Overcoming Omnichannel Retail
And Returns Management Challenges

1:00 pm - 1:10 pm Track Chairperson’s Opening Address

1:10 pm - 1:50 pm Panel: Best Practices In Handling (And Preventing) No-Trouble-Found And Buyer’s Remorse Returns

Tom Gratiano - Senior Manager, Global Reverse Logistics & Manufacturing Operations Bose Steve Freemerman - Senior Manager, Global Logistics GoPro
With only 5 percent of consumer returns being attributed to actual defects and close to 70 percent falling under the no-fault-found (NTF) umbrella, executives from leading organizations are struggling to figure out how to prevent NTF returns and minimize associated costs.

Join our panelists for actionable insights on:

  • Optimizing tech support, retail sales handling, reverse logistics and returned asset testing processes to minimize losses
  • Deflecting NFT returns by leveraging comprehensive testing capabilities
  • Providing optimal educational and support resources to customers to prevent negative customer experience
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Tom Gratiano

Senior Manager, Global Reverse Logistics & Manufacturing Operations
Bose

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Steve Freemerman

Senior Manager, Global Logistics
GoPro

1:10 pm - 1:50 pm Panel: Multi-Channel Retailers: Overcoming The Complexity Of Non-Congruent Returns

Tim Quinn - Director, Distribution Operations BJ's Wholesale Club Victoria Brown - Research Manager, Global Supply Chain Strategy & Execution IDC
The growth of omnichannel and ecommerce is accelerating the rise in consumer returns. Recent industry studies show that brick-and-mortar stores see 5-10 percent return rates, while ecommerce businesses’ return rates go up to 35 percent.

Not only do returns result in obvious expenses, they also create logistical challenges that keep retailers and suppliers up at night.

One of the major concerns is non-congruent returns – scenarios involving “BORIS" (buy online, return in-store) purchases, specifically instances when a returned product is not available at the physical store, or cases involving differences in regional stores inventory stock.

This panel discusses best practices in dealing with returned inventory inconsistencies and ways to increase ROI on said merchandize without negatively affecting your relationship with the customer.
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Tim Quinn

Director, Distribution Operations
BJ's Wholesale Club

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Victoria Brown

Research Manager, Global Supply Chain Strategy & Execution
IDC

Creative Boardrooms

1:10 pm - 2:10 pm Mobile/Smart Devices Boardroom

**Limited seating, advance sign-up required**

Brought to you by PCS Wireless

1:50 pm - 2:20 pm Solution Showcase

1:50 pm - 2:20 pm Solution Showcase

2:20 pm - 3:00 pm Learn & Poll Case Study: Streamlining Fulfillment And Redistribution Of Returned Products

Joyce Cruts - Director, Supply Chain Operations – Return Management Acer
However complex the process of streamlining reverse logistics may be, returns processing and redistribution is one of the most often overlooked opportunities for savings.

Join this session to learn about the best practices in:

  • Improving returns processing accuracy and efficiency 
  • Expediting returns processing and leveraging automation  to reduce the amount of time the returned inventory is in the warehouse
  • Optimizing your resources, boosting productivity and decreasing labor costs
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Joyce Cruts

Director, Supply Chain Operations – Return Management
Acer

Based on their own research and the academic literature, Dr. Shang of Florida State University and Dr. Galbreth of University of Tennessee are here to discuss how data can improve your returns management, with a focus on omnichannel environments. 

Walk away with insights from topics including:

  • Impact of innovative web-based information provision technologies, such as various forms of virtual fitting tools, on return rates
  • How does upcoming omnichannel order fulfillment strategies such as Ship-to-Store and Buy-Online-Pickup-In-Store affect  the customer’s decision and time to return?
  • How does the return time window differentially affect online and in store purchases?
  • The link between return encounters and future sales
  • How does the quality of shipping fulfillment affect your customer’s tendency to return?
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Dr. Guangzhi Shang

Assistant Professor, Business Analytics
Florida State University – College of Business

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Dr. Michael Galbreth

Pilot Chair of Excellence & Department Head, Business Analytics and Statistics
University of Tennessee, Haslam College of Business

2:20 pm - 3:20 pm Consumer Electronic Boardroom

**Limited seating, advance sign-up required**

To reserve your seat, contact Antonia Kay at antonia.kay@wbresearch.com

3:00 pm - 3:40 pm Afternoon Refreshment & Networking Break

While customer-centric return policies may bring buyers to purchase your product, they can also lead to retailers’ and manufacturers’ frustration with the increasing quantities of returns, limited warehousing space and the lack of visibility into your reverse supply chain. The big question is whether or not there is a universal solution to maximizing asset recovery and streamlining your returns management system in order to reduce costs and processing time. Our panelists offer their perspectives on:

  • Minimizing costs through improved business efficiency and well-run reverse supply chain operations
  • Recapturing returned goods value through secondary disposition options, such as auctions, refurbishments, recycling, and more
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Kimberly Miller

Manager, Merchandise Planning
American Signature, Inc.

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Darleen Arisco

Manager, Remarketing Program
HP

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Winsor Schmidt

Senior Director, Distribution
Electrolux

3:30 pm - 4:20 pm Retailers & Manufacturers Boardroom

Nate Omann - Director, Aftersales Operations Best Buy
**Limited seating, advance sign-up required**

To reserve your seat, contact Antonia Kay at antonia.kay@wbresearch.com
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Nate Omann

Director, Aftersales Operations
Best Buy

4:20 pm - 4:30 pm Innovation Spotlight

1. Managing Chargebacks And Unauthorized Returns
Raymond Bunora, Director, Technology, Janome America, Inc.

2. Securing A New Customer Segment By Leveraging Secondary Market Channels
Joy Hicks, Manager, Secondary Market Programs, The Home Depot

3. E-Commerce Recovery And Customer Return Operations
Jason Kovacs, Manager, Returns & Warranty, RevZilla

4. Asset Recovery: Eliminating Pain Points, Cutting Costs And Time Throughout The Testing Process 
Amy Augustine, Senior Manager, Reverse Logistics, US Cellular

5. Best Practices In Reducing Unsaleable Products And Optimizing Disposition
Karla Kilian, Director, Property Management – Unsaleables Reduction & Disposition Strategies, Target

6. Global Fulfillment And International Returns
Angela Sposito, Chief Executive Officer, King Club

7. Best Practices In Returned Products Inspection

8. Refurbished Products – The Impact On Brand Integrity And Protection 

9. Handling Returns Without Proof Of Purchase

10. Leveraging Brick-And-Mortar Stores As Mini-Fulfillment Centers

11. It’s All About Convenience – Automated Returns Solutions (Home Pick-Ups, No-Label-Reprint Returns, Parcel Lockers, Drop Boxes, etc.) 
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Raymond Bunora

Director, Technology
Janome America, Inc.

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Joy Hicks

Manager, Secondary Market Programs
The Home Depot

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Jason Kovacs

Manager, Returns & Warranty
RevZilla

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Amy Augustine

Senior Manager, Reverse Logistics
US Cellular

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Karla Kilian

Director, Property Management – Unsaleables Reduction and Disposition Strategies
Target

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Angela Sposito

Chief Executive Officer
King Club

6:00 pm - 7:00 pm Welcome Cocktail Reception & Whiskey Tasting Hosted By ReCommerce

7:00 pm - 7:00 pm Conclusion Of Day One