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
Day One: Monday, Oct 22, 2018 | Omnichannel Retail And Secondary Market Opportunities: Streamlining Reverse Supply Chain and Maximizing Profitability Day Two: Tuesday, Oct 23, 2018 | Returns Prevention: Leveraging Emerging Technologies and Data Analytics to Enhance Customer Experience and Reduce Returns Rate Day Three: Wednesday, Oct 24, 2018 | Responsible Supply Chain:Exploring Data Security, Recycling & Disposition, and Regulatory Compliance
7:30 am - 8:00 am Continental Breakfast & Registration
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
Jeremy WitteVice President, Returns, Damages & Recommerce
9:00 am - 9:20 am Repair, Replace, Refund: Recovering Costs on Returned ProductsDennis 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
Dennis DiennoVice President of Global Service Parts Planning
9:20 am - 10:00 am Panel: Establishing Measurable KPI’s for Recovery and Customer Returns OperationsJustin 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
Justin SchuhardtSenior Director, Operations
Mike McCurryDirector, Supplier Innovation - Supply Chain Development
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 SilosKirstin 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
Kirstin NeiraExcess Inventory Management
11:20 am - 11:40 am Every Product Return Is a Business Case in ItselfPatrick 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.
Patrick WiedemannGroup Chief Executive Officer
11:40 am - 12:20 pm Panel Interactive: Exploring Vendor-Retailor Relationships – The Move from Transactional to Collaborative PartnershipsRyan Holden - Director, Returns & Repair Business The Home Depot Jay Lehal - Director, Service Centers Best Buy Canada Richard Proud - Vice President, Planning, Allocation and Regional Buying Groupe Dynamite
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
Ryan HoldenDirector, Returns & Repair Business
The Home Depot
Jay LehalDirector, Service Centers
Best Buy Canada
Richard ProudVice President, Planning, Allocation and Regional Buying
12:20 pm - 1:00 pm Luncheon For All Attendees
12:20 pm - 1:00 pm Private Lunch Hosted by Optoro
Reverse Supply Chain In The Secondary Market
1:00 pm - 1:10 pm Track Chairperson’s Opening Address
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 ReturnsTom 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
Tom GratianoSenior Manager, Global Reverse Logistics & Manufacturing Operations
Steve FreemermanSenior Manager, Global Logistics
1:10 pm - 1:50 pm Panel: Multi-Channel Retailers: Overcoming The Complexity Of Non-Congruent ReturnsTim 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.
Tim QuinnDirector, Distribution Operations
BJ's Wholesale Club
Victoria BrownResearch Manager, Global Supply Chain Strategy & Execution
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 ProductsJoyce 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
Joyce CrutsDirector, Supply Chain Operations – Return Management
2:20 pm - 3:00 pm Academic Case Study: Leveraging Data To Improve Your Omnichannel Returns ManagementDr. Guangzhi Shang - Assistant Professor, Business Analytics Florida State University – College of Business Dr. Michael Galbreth - Pilot Chair of Excellence & Department Head, Business Analytics and Statistics University of Tennessee, Haslam College of Business
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?
Dr. Guangzhi ShangAssistant Professor, Business Analytics
Florida State University – College of Business
Dr. Michael GalbrethPilot Chair of Excellence & Department Head, Business Analytics and Statistics
University of Tennessee, Haslam College of Business
3:00 pm - 3:40 pm Afternoon Refreshment & Networking Break
3:40 pm - 4:20 pm Learn & Poll Panel: Maximizing Recovery On Returned ProductsKimberly Miller - Manager, Merchandise Planning American Signature, Inc. Darleen Arisco - Manager, Remarketing Program HP Winsor Schmidt - Senior Director, Distribution Electrolux
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
Kimberly MillerManager, Merchandise Planning
American Signature, Inc.
Darleen AriscoManager, Remarketing Program
Winsor SchmidtSenior Director, Distribution
3:30 pm - 4:20 pm Retailers & Manufacturers BoardroomNate Omann - Director, Aftersales Operations Best Buy
4:20 pm - 4:30 pm Innovation Spotlight
4:30 pm - 6:00 pm Interactive Roundtable DiscussionsRaymond Bunora - Director, Technology Janome America, Inc. Joy Hicks - Manager, Secondary Market Programs The Home Depot Jason Kovacs - Manager, Returns & Warranty RevZilla Amy Augustine - Senior Manager, Reverse Logistics US Cellular Karla Kilian - Director, Property Management – Unsaleables Reduction and Disposition Strategies Target Angela Sposito - Chief Executive Officer King Club
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.)
Raymond BunoraDirector, Technology
Janome America, Inc.
Joy HicksManager, Secondary Market Programs
The Home Depot
Jason KovacsManager, Returns & Warranty
Amy AugustineSenior Manager, Reverse Logistics
Karla KilianDirector, Property Management – Unsaleables Reduction and Disposition Strategies
Angela SpositoChief Executive Officer