Consumer Returns Management 2019

October 21 - 23, 2019

Hyatt Regency Austin, TX

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

6:30 am - 8:00 am Continental Breakfast & Registration

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

Antonia Kay, Program Director at Consumer Returns Management

Antonia Kay

Program Director
Consumer Returns Management

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

Gaurav Saran, Founder and CEO at ReverseLogix

Gaurav Saran

Founder and CEO
ReverseLogix

8:20 am - 8:50 am All-Star Fireside Chat: Reverse Logistics – a Cost or a Profit Center?

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 Witte, Vice President, Returns, Damages & Recommerce at Best Buy

Jeremy Witte

Vice President, Returns, Damages & Recommerce
Best Buy

Kent Perry, Product Management Consultant at Macy's

Kent Perry

Product Management Consultant
Macy's

Kent Perry, Product Management Consultant at Macy's

Kent Perry

Product Management Consultant
Macy's

Jeremy Witte, Vice President, Returns, Damages & Recommerce at Best Buy

Jeremy Witte

Vice President, Returns, Damages & Recommerce
Best Buy

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

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 Dienno, Vice President of Global Service Parts Planning at Dell EMC

Dennis Dienno

Vice President of Global Service Parts Planning
Dell EMC

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

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
Gaurav Saran, Founder and CEO at ReverseLogix

Gaurav Saran

Founder and CEO
ReverseLogix

Jared Martin

Director, Reverse Logistics
Lowe's Companies Inc.

Zach Zelner, CEO at PupSocks

Zach Zelner

CEO
PupSocks

Rob Zomok, President of Global Operations at Inmar

Rob Zomok

President of Global Operations
Inmar

10:00 am - 10:40 am Morning Refreshment and Networking Break

10:40 am - 11:00 am Case Study: Overcoming Reverse Logistics Silos

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 Kirstin Neira for practical recommendations on:

  • Improving external and internal cross-functional collaboration 
  • Integrating forward and reverse pipelines
  • Understanding your product return rates
Kirstin Neira, Excess Inventory Management at Lenovo

Kirstin Neira

Excess Inventory Management
Lenovo

11:00 am - 11:20 am Every Product Return Is a Business Case in Itself

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 Wiedemann, Group Chief Executive Officer at RLG

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
Ryan Holden, Director, Returns & Repair Business at The Home Depot

Ryan Holden

Director, Returns & Repair Business
The Home Depot

Richard Proud, Vice President, Planning, Allocation and Regional Buying at Groupe Dynamite

Richard Proud

Vice President, Planning, Allocation and Regional Buying
Groupe Dynamite

Paul Welch, Manager, Supply Chain Operations and Account Planning at HP

Paul Welch

Manager, Supply Chain Operations and Account Planning
HP

Gaurav Saran, Founder and CEO at ReverseLogix

Gaurav Saran

Founder and CEO
ReverseLogix

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

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



Casey Chroust

Vice President, Client Success
Optoro

Track A:
Reverse Supply Chain In The Secondary Market 

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

Paul Baum, CEO at PlanITROI

Paul Baum

CEO
PlanITROI

Track B:
Overcoming Omnichannel Retail
And Returns Management Challenges

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

Gaurav Saran, Founder and CEO at ReverseLogix

Gaurav Saran

Founder and CEO
ReverseLogix

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

Tom Gratiano

Senior Manager, Manufacturing Operations and Program Management
Bose

Paul Baum, CEO at PlanITROI

Paul Baum

CEO
PlanITROI

Gabriel Heffez, Director of Business Development at Consumer Priority Service

Gabriel Heffez

Director of Business Development
Consumer Priority Service

Janki Bharucha, Aftermarket Services Manager at GoPro

Janki Bharucha

Aftermarket Services Manager
GoPro

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

Tom Gratiano

Senior Manager, Manufacturing Operations and Program Management
Bose

Paul Baum, CEO at PlanITROI

Paul Baum

CEO
PlanITROI

Gabriel Heffez, Director of Business Development at Consumer Priority Service

Gabriel Heffez

Director of Business Development
Consumer Priority Service

Janki Bharucha, Aftermarket Services Manager at GoPro

Janki Bharucha

Aftermarket Services Manager
GoPro

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

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 Quinn, Director, Distribution Operations at BJ's Wholesale Club

Tim Quinn

Director, Distribution Operations
BJ's Wholesale Club

Victoria Brown, Research Manager, Global Supply Chain Strategy & Execution at IDC

Victoria Brown

Research Manager, Global Supply Chain Strategy & Execution
IDC

Gaurav Saran, Founder and CEO at ReverseLogix

Gaurav Saran

Founder and CEO
ReverseLogix

Tim Quinn, Director, Distribution Operations at BJ's Wholesale Club

Tim Quinn

Director, Distribution Operations
BJ's Wholesale Club

Gaurav Saran, Founder and CEO at ReverseLogix

Gaurav Saran

Founder and CEO
ReverseLogix

Victoria Brown, Research Manager, Global Supply Chain Strategy & Execution at IDC

Victoria Brown

Research Manager, Global Supply Chain Strategy & Execution
IDC

Creative Boardrooms

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

**Limited seating, by invite-only**
Brought to you by PCS Wireless

The eco-system in our industry has shifted, the OEMs, Carriers and Retailers of the world are looking for new and different ways to keep their customers engaged while also being more sustainable and responsible in their practices.  PCS continues to find ways to be proactive in our approach and agile in our engagement to achieve those values and goals with our partners.  We will be hosting a lively discussion around the individual goals of each group, best practices and how we can achieve all of this harmoniously so that everyone wins.


Alexandra Amrami, VP, Business Development North America at PCS Wireless

Alexandra Amrami

VP, Business Development North America
PCS Wireless



2:00 pm - 2:40 pm Learn & Poll Case Study: Streamlining Fulfillment And Redistribution Of Returned Products

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

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

Dr. 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 at University of Tennessee, Haslam College of Business

Dr. Michael Galbreth

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

**Limited seating, by invite-only**

Own Your Returns: How an OEM-Managed Program Helps Control Cost and Protect Your Brand

Join us for a conversation with other OEM brand-owners about the opportunities and benefits of an OEM-managed returns program. CoreCentric Solutions manages returns programs for several premium brands and has helped its OEM clients reduce their costs and protect their brand equity. This will be an open discussion among participants that will give you an opportunity to share your experience and insights in managing returns and hear the experiences of others. Key discussion topics will includ

  • The impact on premium brands from the liquidation market
  • Opportunities for cost-control 
  • Data and data insights 
  • Opportunities to improve product quality
  • Marketing and selling remanufactured/refurbished products



Chris Cloutier, Director, Business Development & Sustainability at CoreCentric Solutions

Chris Cloutier

Director, Business Development & Sustainability
CoreCentric Solutions

2:40 pm - 3:20 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
Brian Plott, Director, Recommerce at Best Buy

Brian Plott

Director, Recommerce
Best Buy

Darleen Arisco, Manager, Remarketing Program at HP

Darleen Arisco

Manager, Remarketing Program
HP

Paul Baum, CEO at PlanITROI

Paul Baum

CEO
PlanITROI

Gaurav Saran, Founder and CEO at ReverseLogix

Gaurav Saran

Founder and CEO
ReverseLogix

Jeff Rechtzigel, VP, Business Operations and Integration at Liquidity Services

Jeff Rechtzigel

VP, Business Operations and Integration
Liquidity Services

3:30 pm - 4:20 pm NEXT-GEN RETURNS MANAGEMENT – A RARE GLIMPSE INTO THE GOTRG R&D CENTER AND THE FUTURE OF RETURNS

**Limited seating, by invite-only**

Just five years ago, a centralized returns center was considered best practice. Today decisions based on large quantities of data are disrupting the returns management space.

Using data, companies are making real-time disposition decisions that significantly reduce touches and moves. Disposition decisions are also being made further upstream in the process. 

Our exclusive VIP event provides a rare glimpse inside the goTRG R&D Center, showcasing the future of returns management. The VIP event will highlight: 

  • Impact of Machine Vision and Deep Learning on item identification and grading
  • Automated scanning and robotic fulfillment
  • Use of data science to evolve catalogue curation and intelligent dynamic pricing

This VIP event is only open to senior returns management leaders. Experience the future of our industry while enjoying our VIP private suite. 



Jim Carfrae, Vice President & Business Development at GoTRG

Jim Carfrae

Vice President & Business Development
GoTRG

4:00 pm - 4:10 pm Innovation Spotlight: Thinking Out of the Box: Preventing Returns with Intelligent Instructions

Ahmed Qureshi, President & COO at BILT Inc

Ahmed Qureshi

President & COO
BILT Inc

1.Managing Chargebacks and Unauthorized Returns
o Raymond Bunora, Director of Technology, Janome America, Inc.

2.Securing a New Customer Segment by Leveraging Secondary Market Channels
o Joy Hicks, Manager of Secondary Market Programs, The Home Depot

3.Best Practices in Reducing Unsaleable Products and Optimizing Disposition
o Karla Kilian, Director, Property Management – Unsaleables Reduction and Disposition Strategies, Target

4.Blockchain – Tracking Product in the Supply Chain (Counterfeit, Channel Management, Fraud Control)
o Kristin Secreto, Vice President, General Manager, InComm

5.Refurbished Products – The Impact on Brand Integrity and Protection 
o Jim Rallo, President & CFO, Liquidity Services

6.Containing and Reducing the Cost of Free Returns in E-Commerce 
o Jeff Battaglia, VP Supply Chain Sales, Inmar

7. The Catch 22: Liberal Return Policy vs Defensive Return Strategy
o Gabriel Heffez, Director of Business Development, CPS Central

8. Finding the Silver Bullet for Reducing Returns
o Garrett Freehling, Enterprise Account Executive, NICE Satmetrix
o Shane Oren, RVP Sales, NICE Satmetrix
Raymond Bunora, Director, Technology at Janome America, Inc.

Raymond Bunora

Director, Technology
Janome America, Inc.

Joy Hicks, Manager, Secondary Market Programs at The Home Depot

Joy Hicks

Manager, Secondary Market Programs
The Home Depot

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

Karla Kilian

Director, Property Management – Unsaleables Reduction and Disposition Strategies
Target

Kristin Secreto, Vice President, General Manager at InComm Product Control

Kristin Secreto

Vice President, General Manager
InComm Product Control

Jim Rallo, President at Liquidity Services

Jim Rallo

President
Liquidity Services

Gabriel Heffez, Director of Business Development at Consumer Priority Service

Gabriel Heffez

Director of Business Development
Consumer Priority Service

Garrett Freehling, Enterprise Account Executive at NICE Satmetrix

Garrett Freehling

Enterprise Account Executive
NICE Satmetrix

Jeff Battaglia

VP Supply Chain Sales
Inmar

Shane Oren, RVP Sales at NICE Satmetrix

Shane Oren

RVP Sales
NICE Satmetrix

5:30 pm - 6:30 pm Welcome Cocktail Reception & Whiskey Tasting Hosted By ReCommerce



6:30 pm - 6:30 pm Conclusion Of Day One