October 22 - 24, 2018
Sheraton Grand Nashville, TN
Contact Us: 1.888.482.6012
Day Two: Tuesday, Oct 23, 2018 | Returns Prevention: Leveraging Emerging Technologies and Data Analytics to Enhance Customer Experience and Reduce Returns Rate
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 - 8:30 am Continental Breakfast & Registration
7:30 am - 8:30 am Breakfast VIP Think Tank – Retail & Manufacturing Leadership
**Invite-Only – Pre-Event RSVP required**
8:35 am - 8:50 am Chairperson’s Opening Address
8:50 am - 9:20 am All-Star Fireside Chat: Reverse Logistics And Returns Analysis – Is It Just An Afterthought?Brian Slattery - Executive Director, Reverse Logistics & Third Party Distribution The Estée Lauder Companies Inc.
Brian SlatteryExecutive Director, Reverse Logistics & Third Party Distribution
The Estée Lauder Companies Inc.
9:20 am - 9:40 am Returns Avoidance And Improved Customer ExperienceJeremy Witte - Vice President, Returns, Damages & Recommerce Best Buy
Product returns are an unavoidable part of retail business, and with the omnichannel retail on the rise consumer returns are projected to reach new heights in the years to come. So is it about time to start investing in initiatives that will help you better understand your customers and their changing demands in order to deliver services and products that will truly meet their expectations?
Join this session for an overview of Best Buy’s strategic approach to returns avoidance and benefits associated with delivering superior customer experience throughout a purchasing journey.
Jeremy WitteVice President, Returns, Damages & Recommerce
9:40 am - 10:20 am Panel Interactive: Returns Reduction Through Enhanced Customer Experience And SupportMarco Mai - Senior Director, Reverse Logistics Vivint Smart Home Kent Perry - Product Management Consultant Macy's Andy Suarez - Manager, Vendor Returns Build.com
This panel discussion focuses on the vital role of customer education and support, as well as return prevention strategies employed by leading retailers and manufacturers. Join our expert speakers for real-life examples of their customer support initiative failures and successes:
- Setting up for success through in-store customer education programs and in-house deliveries and installations
- Avoiding confusion by making product descriptions as detailed and accurate as possible
- Leveraging customer feedback to improve future products and services
Marco MaiSenior Director, Reverse Logistics
Vivint Smart Home
Kent PerryProduct Management Consultant
Andy SuarezManager, Vendor Returns
10:20 am - 11:00 am Morning Refreshment Break
11:00 am - 11:40 am Case Study: Undelivered Packages: Consumer Fraud And Loss PreventionJoe Bobko - Vice President, Transportation Boxed
Today’s consumer wants and expects a seamless shopping experience, and most retailers and manufacturers aim to provide a transparent and efficient returns process in order to develop a loyal customer base and stay ahead of the competition. However, lenient return policies can oftentimes backfire, especially when you are dealing with retail fraud criminals.
How often do you have to deal with consumer claims about “undelivered packages?” How comprehensive is your investigation process that follows? And are you leveraging any innovative technologies to track product deliveries and potential fraud?
Joe Bobko whose professional background includes executive leadership roles with leading retailers and one of the top carriers, and he shares insightful, practical recommendations on differentiating between fraudulent claims and valid missing package claims, and also what you can do to minimize such instances in the first place.
Joe BobkoVice President, Transportation
11:40 am - 12:00 pm Vendor Keynote: The Power Of Data Analytics And Visualization
12:00 pm - 12:20 pm Case Study: The True Impact Of Returns On Your Bottom LineJohn Pinto - Former Vice President, Service & Support Operations Toshiba
Consumer returns are a crucial component of the overall relationship between retailers and manufacturers and their customers, and the year-to-year increase in return rates intensifies supply chain complexities and increases operational costs. What exactly is the downstream impact of returns on your business and what can you do to establish a solid and transparent returns management process? Learn about:
- Collecting data to determine the root causes for product returns
- Optimizing your inventory and replenishment forecasting, pricing, and product damages
- Avoiding cost escalation while providing a frictionless customer experience
- Maximizing value recovery through a multichannel sales approach
John PintoFormer Vice President, Service & Support Operations
12:20 pm - 1:20 pm Luncheon For All Attendees
12:20 pm - 1:20 pm Private Lunch Hosted By BStock Solutions
12:20 pm - 1:20 pm Women In Retail Meetup
**Limited Availability – Pre-Event RSVP Required**
Delivering Enhanced Buying Experience
To Your Consumers
1:20 pm - 1:50 pm Understanding The Needs Of Your Customer: From Assortment Creation To Return ExpectationsRichard Proud - Vice President, Planning, Allocation and Regional Buying Groupe Dynamite
Retail executives are coming to a quick realization that consumer returns and reverse logistics can no longer be treated as just an afterthought, and top industry frontrunners are starting to really emphasize the importance of meeting their customers’ needs throughout the product lifecycle.
Richard Proud will share practical recommendations on:
- Putting the customer at the heart of your strategy in order to deliver optimal service and products
- Prioritizing customer expectations early on in order to prevent returns
- Understanding your customer’s purchasing journey and return experience to improve your strategy
Richard ProudVice President, Planning, Allocation and Regional Buying
Leveraging Emerging Technologies To Minimize Returns
And Prevent Retail Return Fraud
1:20 pm - 1:50 pm Case Study Utilizing Advanced Data Analytics Solutions For Fraud Detection In ReturnsJacob Gillette - Director, Loss Prevention Operations Dick's Sporting Goods
As retail industry loses millions in fraudulent and abusive returns each year, more and more retail businesses are turning to advanced predictive analytics to identify and separate mass returners and criminals from consumers who make valid purchases and returns in order to reduce fraud and manage associated risks efficiently.
Join this session to hear how Dick’s Sporting Goods achieved the goal of improved return management processes and optimal return rates, all while encouraging consumer purchasing and customer loyalty.
Jacob GilletteDirector, Loss Prevention Operations
Dick's Sporting Goods
1:20 pm - 2:20 pm Fashion & Apparel Boardroom
**Limited seating, advance sign-up required**
To reserve your seat, contact Antonia Kay at firstname.lastname@example.org
1:50 pm - 2:10 pm Solution Showcase
1:50 pm - 2:10 pm Solution Showcase
2:10 pm - 2:40 pm Case Study Beyond Traditional Online: Raising Product Awareness To Meet Your Customers’ Expectations And Drive Returns PreventionRay Doustdar - Founder & Chief Executive Officer Buiced
Knowledge is power! This case study explores various product awareness platforms and incentive programs leveraged by an innovative liquid multi-vitamin company in order to engage, educate and keep the customer satisfied with the purchase.
Ray DoustdarFounder & Chief Executive Officer
2:10 pm - 2:40 pm Panel Emerging Technologies In Retail: Your Best Bet In Preventing Returns And Delivering The Optimal Shopping Experience To Your CustomerAdam Bridegan - Senior Vice President, Marketing Rhone
Join this session for insights on innovative technologies and integrated solutions that companies leverage in order to help their online shoppers make the right product decisions and, as a result, be satisfied with their purchase.
Adam BrideganSenior Vice President, Marketing
2:30 pm - 3:30 pm Auto Parts BoardroomMarc Patrouch - Director, Asset Protection Advance Auto Parts
2:40 pm - 3:20 pm Talk-Show Panel Improved Out-Of-Box Experience: Leveraging Support Lines, Online Tutorials And Labeling To Prevent Product ReturnsTony Sciarrotta - Executive Director The Reverse Logistics Association Jay Lehal - Director, Service Centers Best Buy Canada
This panel session offers an overview of some of the steps retailers can take in order to avoid or minimize product returns. Key takeaways include:
- Ensuring that your returns are not caused by incorrect or inconsistent product details
- Utilizing social media and video support channels to avoid unboxing mistakes
- Understanding your customers’ needs and offering multichannel support experience
Tony SciarrottaExecutive Director
The Reverse Logistics Association
Jay LehalDirector, Service Centers
Best Buy Canada
2:40 pm - 3:20 pm Panel Best Practices In Return Fraud Prevention
According to the National Retail Federation’s Return Fraud Survey, criminals often take advantage of retailers with relaxed return policies.
Join this session for recommendations on how to tighten your return policy without a negative impact on your relationship with your customer:
- Monitoring your inventory shrink rates and fluctuations in return rates
- Leveraging technologies and third-party solutions to monitor consumers’ purchasing and return patterns
- Striking a delicate balance between customer expectations and business needs
3:20 pm - 4:00 pm Afternoon Networking And Refreshment Break In The Solutions Lounge
4:00 pm - 5:30 pm Interactive RoundtablesShawn Cohen - Director, Store Operations The Aldo Group Kathy Murphy - Director, Special Markets Vista Outdoor Patrick Kernell - Divisional Director, Loss Prevention Dollar General Noah Pearce - Senior Director, Quality Assurance & Manufacturing Excellence Blue Nile Jordan Sielaff - Director, Category Management eBay
1. Improving the In-Store Returns Process
Shawn Cohen, Director, Store Operations, The Aldo Group Inc.
2. The Role of Providing Warranty, Support and Drop Ship Services For Refurbished Products
Kathy Murphy, Director, Special Markets, Vista Outdoor
3. Best Practices in Loss Prevention and Inventory Controls
Patrick Kernell, Divisional Director, Loss Prevention, Dollar General
4. Close-Up with Your Customer: Focusing Your Returns Efforts around Customer Experience
Noah Pearce, Senior Director, Quality Assurance and Manufacturing Excellence, Blue Nile
5. Consumer Returns and Capacity Planning
Jordan Sielaff, Director, Category Management, eBay
6. Try-Before-You-Buy Program Pros & Cons
7. Data Is King: Understanding Your Customer And Their Purchasing Patterns
8. The Role Of Artificial Intelligence In Returns Reduction And Prevention
9. Best Practices In Credit Fraud Management And Data Breach Prevention
Shawn CohenDirector, Store Operations
The Aldo Group
Kathy MurphyDirector, Special Markets
Patrick KernellDivisional Director, Loss Prevention
Noah PearceSenior Director, Quality Assurance & Manufacturing Excellence
Jordan SielaffDirector, Category Management