Consumer Returns Management 2018

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

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**

8:30 am - 8:35 am Welcome Remarks & Benchmarking

Antonia Kay - Program Director Consumer Returns Management
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Antonia Kay

Program Director
Consumer Returns Management

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.
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Brian Slattery

Executive Director, Reverse Logistics & Third Party Distribution
The Estée Lauder Companies Inc.

9:20 am - 9:40 am Returns Avoidance And Improved Customer Experience

Jeremy 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.
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Jeremy Witte

Vice President, Returns, Damages & Recommerce
Best Buy

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
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Marco Mai

Senior Director, Reverse Logistics
Vivint Smart Home

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Kent Perry

Product Management Consultant
Macy's

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Andy Suarez

Manager, Vendor Returns
Build.com

10:20 am - 11:00 am Morning Refreshment Break

11:00 am - 11:40 am Case Study: Undelivered Packages: Consumer Fraud And Loss Prevention

Joe 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.
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Joe Bobko

Vice President, Transportation
Boxed

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 Line

John 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
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John Pinto

Former Vice President, Service & Support Operations
Toshiba

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**
Track A:
Delivering Enhanced Buying Experience
To Your Consumers

1:20 pm - 1:50 pm Understanding The Needs Of Your Customer: From Assortment Creation To Return Expectations

Richard 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
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Richard Proud

Vice President, Planning, Allocation and Regional Buying
Groupe Dynamite

Track B:
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 Returns

Jacob 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.
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Jacob Gillette

Director, Loss Prevention Operations
Dick's Sporting Goods

Creative Boardrooms

1:20 pm - 2:20 pm Fashion & Apparel Boardroom

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

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

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 Prevention

Ray 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.
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Ray Doustdar

Founder & Chief Executive Officer
Buiced

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 Customer

Adam 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.
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Adam Bridegan

Senior Vice President, Marketing
Rhone

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

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

Tony 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
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Tony Sciarrotta

Executive Director
The Reverse Logistics Association

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Jay Lehal

Director, 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

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
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Shawn Cohen

Director, Store Operations
The Aldo Group

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Kathy Murphy

Director, Special Markets
Vista Outdoor

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Patrick Kernell

Divisional Director, Loss Prevention
Dollar General

Noah Pearce

Senior Director, Quality Assurance & Manufacturing Excellence
Blue Nile

Jordan Sielaff

Director, Category Management
eBay

5:30 pm - 6:30 pm Consumer Returns Networking Reception

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