Day 2: New Dimensions in Customer Loyalty, Brand Protection and Risk Mitigation


Tuesday, October 22

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

7:30 am - 8:30 am Breakfast VIP Think Tank – Retail and Manufacturing Leadership

*Invite-Only – pre-event RSVP required

Breakfast VIP Think Tank is an hour-long interactive discussion designed for senior retail logistics leaders looking to connect with 20 fellow attendees over coffee and brakfast to benchmark strategies, challenge and ideas about:

-Measuring the true cost of failed deliveries
-Best practices for enhancing your global data quality
-Learning how companies like Sephora, Nike & Kohl’s are leveraging Address Verification technology to reduce failed deliveries and improve their user experience

8:30 am - 8:40 am Welcome Remarks

Antonia Kay, Program Director at Consumer Returns

Antonia Kay

Program Director
Consumer Returns

8:40 am - 8:50 am Chairperson’s Opening Address

Sponsors:
PlanITROI


Paul Baum, CEO & Founder at PlanITROI

Paul Baum

CEO & Founder
PlanITROI

8:50 am - 9:10 am Build-Your-Own Keynote: Brand Protection in Secondary Markets

All brands aim to regulate the quantity and quality of their products, however having a full visibility and control over secondary market distribution is not an easy task at hand. Any misstep by a reverse logistics team or a reseller may easily translate into a decrease in a brand’s ranking as a top recognized company and eat into the primary market profits.

Join this interactive Slido session with real-time Q&A to shape the discussion, from start to finish, by choosing scenarios you’d like Joyce to focus on! Key takeaways include:

-Improved channel management and product disposal
-Contractual agreements that protect your brand
-Preventing your products from entering uncontrolled marketplace
-Consumer education programs
Joyce Cruts, Vice President of Supply Chain & Operations at Acer

Joyce Cruts

Vice President of Supply Chain & Operations
Acer

Whether your organization is large or small, achieving the goal of improved end-to-end returns processes and value recapturing is likely to be among your top priorities. But can you ensure that your returned inventory doesn’t end up on grey and black markets and damage your brand and relationship with the consumer? Our expert panelists will discuss best practices in:

-Turning returns into a revenue opportunity while minimizing brand damage risks associated with B-stock merchandise
-Identifying optimal, cost-effective and reliable channels for the returned inventory disposition 
-Processing returns quickly, intuitively and with minimal losses
-Effectively tracking returned merchandise as it moves throughout the reverse logistics lifecycle

Paul Baum, CEO & Founder at PlanITROI

Paul Baum

CEO & Founder
PlanITROI

Fizah Jadhavji, CEO at Vivitech Solutions

Fizah Jadhavji

CEO
Vivitech Solutions

Julie Ryan, Senior Manager, NA Returns & Remarketing at HP, Inc.

Julie Ryan

Senior Manager, NA Returns & Remarketing
HP, Inc.

Greg Skrovan, Senior Manager, Global Reverse Logistics Organization at Intel Corporation

Greg Skrovan

Senior Manager, Global Reverse Logistics Organization
Intel Corporation

9:50 am - 10:20 am Investigative Case Study: Understanding Gift Card Fraud and Investigative Process

Gift card fraud is one of retailers top payment challenges and concerns impacting profits and brand image. If you'd like to better understand some of the challenges associated with gift cards, and how the criminal element has exploited this payment type, make sure to join Scott Sanford for his investigative overview and case study! Throughout his 30--years in loss prevention, Scott has worked for several fortune 50 retail brands, and led investigative and fraud mitigation efforts for several to include Dunham's Sports, Lowes, Barnes & Noble, Dollar Express among others, and he is joining us at Consumer Returns to discuss his experience with Organized Retail Crime and fraud preventative measures associated with gift cards.

  • What many retailers do not consider when implementing gift card payment solutions
  • Best practices for mitigating fraud by employees and customers
  • Case study on card manipulation
Scott Sanford, Director of Loss Prevention at goPuff

Scott Sanford

Director of Loss Prevention
goPuff

10:20 am - 11:20 am Morning Refreshment and Networking Break

11:30 am - 11:50 am Keynote: The Network Effect

Sponsors:
B-Stock Solutions
In an online marketplace environment “Network Effect” is what happens when you build a successful selling and buying network around a common theme. In B-Stock’s case it’s a network focused on risk inventory: returns, excess, refurbished, discontinued items. This presentation will discuss the connection between sellers and buyers of risk inventory across B-Stock’s network, and the resulting value as the network evolved. We’ll take a look at: 

  • How B-Stock grew its network: from initial seller + buyers, through today 
  • Buyer behavior when a seller joins an already established network
  • Pricing and demand trends across key categories: apparel, appliances, mobile 


Eric Moriarty, Vice President at B-Stock Solutions

Eric Moriarty

Vice President
B-Stock Solutions

The National Retail Federation 2018 Organized Retail Crime Survey exposed staggering numbers – for every $100 in returns, an estimated value of $5 (or 5%) is lost to return fraud. To put it in perspective, the U.S. retail industry loses over $18 billion to annual merchandise return fraud, with shoplifting, employee return fraud and fraudulent/stolen returns being the top three categories of retail abuse. Our expert panelists offer their take on offsetting the return fraud repercussions and discuss fraud prevention methodologies that have been proven to work:

-Best practices in protecting your brand and reputation from fraud returns and counterfeiting
-Top tactics in assessing returned inventory for potential fraud
-Leveraging technology to prevent retail return fraud and warranty abuse

Paul Baum, CEO & Founder at PlanITROI

Paul Baum

CEO & Founder
PlanITROI

Marc Patrouch, Senior Director, Asset Protection and Productivity at Advance Auto Parts

Marc Patrouch

Senior Director, Asset Protection and Productivity
Advance Auto Parts

Stephanie Sexton, Manager – Transportation at Abercrombie & Fitch Co.

Stephanie Sexton

Manager – Transportation
Abercrombie & Fitch Co.

Roy Garcia, Director of Supply Chain at Verizon

Roy Garcia

Director of Supply Chain
Verizon

Matt Simmons, Senior Program Manager, Global Reverse Logistics at GoPro

Matt Simmons

Senior Program Manager, Global Reverse Logistics
GoPro

12:30 pm - 12:50 pm Keynote: The Business Case for Customer-Centric Returns

Sponsors:
Happy Returns
E-commerce returns are a 0.5 trillion dollar problem that can determine whether or not a customer chooses to purchase from that retailer again. Customer demand for an easy, convenient and eco-friendly solution is growing substantially. This session will explore industry data pertaining to customer attitudes and behaviors based on a retailer’s return policy and provide solutions for creating an easier experience that will increase customer loyalty and retention.


David Sobie, CEO & Co-Founder at Happy Returns

David Sobie

CEO & Co-Founder
Happy Returns

12:50 pm - 1:50 pm Lunch for All Attendees

12:50 pm - 1:50 pm Private Lunch

Sponsors:
B-Stock Solutions


12:50 pm - 1:50 pm Women in Reverse Logistics Lunch

*Ladies only
*Limited Availability – pre-event RSVP required

Who Runs the World? Girls! 
Back by popular demand! Ladies, we invite you to meet and network with like-minded female retail practitioners over lunch, make new friends and share your tips and tricks for achieving a healthy work-and-life balance and conquering the world of reverse logistics. Make sure to RSVP in advance!

Track A: Retailers & Manufacturers: Partnerships That Work

1:50 pm - 2:00 pm Track A Welcome
Antonia Kay, Program Director at Consumer Returns

Antonia Kay

Program Director
Consumer Returns

Track A: Retailers & Manufacturers: Partnerships That Work

2:00 pm - 2:20 pm Case Study: Cost-Saving Practices In Returns Management
Join Allegion’s executives from the Global Quality and Distribution teams for an overview of their company’s pragmatic approach to reducing reverse logistics costs, optimizing their returns management processes and meeting customers’ expectations for Schlage premium, secure door locks. Main takeaways include:
-Cost avoidance versus recovery, a manufacturing point of view
-Reversed Logistics as a journey
-Setting up a returns recovery process
Jan Peels, Vice President, Global Quality at Allegion

Jan Peels

Vice President, Global Quality
Allegion

Ryan Bond, Quality Manager – Olathe DSC at Allegion

Ryan Bond

Quality Manager – Olathe DSC
Allegion

Track A: Retailers & Manufacturers: Partnerships That Work

2:20 pm - 3:00 pm Networking Meetup: Reinventing Bueyr-Supplier Partnerships
This networking meetup explores the hardships associated with buyer-supplier contract negotiations, misaligned interests, competing priorities and the lack of transparency, as well as the steps you can take in order to recreate your partnerships:

-Understanding each other’s needs and working towards common goals 
-Treating each other as team mates to achieve the goal of mutually beneficial partnerships
-Embracing transparency and collaboration

Steve Freemerman, Director, Global Reverse Logistics at GoPro

Steve Freemerman

Director, Global Reverse Logistics
GoPro

Track A: Retailers & Manufacturers: Partnerships That Work

3:00 pm - 3:40 pm Networking Meetup: New (Old) Realities Shaping E-Commerce and Returns Management
Small Group Networking: Attend this small group networking session to meet like-minded retail professionals and benchmark strategies and best practices in managing customers’ expectations, controlling online returns volumes and optimizing reverse logistics processes for e-commerce.

*No advance sign up required

Chuck Zegrati, Director of Quality at True Value

Chuck Zegrati

Director of Quality
True Value

Track B: Returned Merchandise Recovery Maximization

1:50 pm - 2:00 pm Track B - Chairperson’s Opening Remarks
Paul Baum, CEO & Founder at PlanITROI

Paul Baum

CEO & Founder
PlanITROI

Track B: Returned Merchandise Recovery Maximization

2:00 pm - 2:20 pm Case Study Interactive: Best Practices In Asset Recovery And Product Refurbishment
Larry will discuss Fitbit’s recent success in maximizing refurbished product utilization, the reasons behind this approach and the impact it has had on warranty support strategies, as well as new reverse logistics and secondary market opportunities his team will be focusing on this year. Key takeaways include:

-Best practices in processing returned inventory and identifying optimal proportion of products for refurbishment
-Relieving a capacity constraint for new product manufacturing  through product refurbishment and secondary market utilization
-Offsetting negative impact of refurbished inventory on new products sales
-Avoiding profit drains throughout the asset recovery lifecycle

Larry Maye, Director of Global Reverse Logistics at Fitbit

Larry Maye

Director of Global Reverse Logistics
Fitbit

Track B: Returned Merchandise Recovery Maximization

2:20 pm - 2:40 pm Case Study Interactive Working Groups
Debate the pros and cons of product refurbishment in response to a question/challenge posed by the case study presenter.

Track B: Returned Merchandise Recovery Maximization

2:40 pm - 3:00 pm Case Study: Recapturing The Value of Returns
Pete continues the discussion about asset recovery and returns management processes optimization aimed at reducing costs and maximizing the ROI of returned inventory. The session will focus on:

-Determining your best return process
-Capturing critical product data and actionable insights into the volume of returns
-Preventing incorrect return classification
-Reducing  processing and transportation costs
-Leveraging secondary markets to recapture revenue

Pete Capuano, Director, Inventory Optimization at Advance Auto Parts

Pete Capuano

Director, Inventory Optimization
Advance Auto Parts

Track B: Returned Merchandise Recovery Maximization

3:00 pm - 3:40 pm Networking Meetup: Refurb and Repair Certifications – Choosing the Right Partner
The quality of repair and refurbishment of electronics is important in maximizing value recovery and protecting brand owners and retailers from negative publicity.  

Join this meetup to explore the latest developments and trends in Certifications and learn how to use certification to find the right partner to fit your returns and trade-in channel.   

*No advance sign up is required for this workshop
Corey Dehmey, Executive Director at SERI

Corey Dehmey

Executive Director
SERI

Track C: Responsible Supply Chain

1:50 pm - 2:00 pm Track C Welcome
Jonathan Massoud, Divisional Director & Market Analyst at WBR/Consumer Returns

Jonathan Massoud

Divisional Director & Market Analyst
WBR/Consumer Returns

Track C: Responsible Supply Chain

2:00 pm - 2:20 pm Case Study Interactive: Closing the Circular Economy Loop With Reverse Logistics
Join the discussion about sustainability, economic feasibility and opportunities associated with putting products back on the market vs. liquidation
Kyle Wiens, Co-Founder & CEO at iFixit

Kyle Wiens

Co-Founder & CEO
iFixit

Track C: Responsible Supply Chain

2:20 pm - 2:40 pm Case Study Interactive Working Groups
Benchmark your sustainability strategies in response to a question/challenge posed by the case study presenter.

Track C: Responsible Supply Chain

2:40 pm - 3:00 pm Case Study: Avoiding Irresponsible Waste And Recycling Risks
Case Study: Avoiding Irresponsible Waste And Recycling Risks
•Tom Gratiano, Senior Manager, Global Reverse Logistics, Bose Corporation

Retail businesses are heavily investing in sustainability programs, as they clearly realize that improper product disposal presents serious challenges, including financial ramifications to liabilities. It’s been also reported that 67% of consumers won’t purchase a product if they know that the retailer or manufacturer engaged in an activity that contradicts their beliefs. 

Join Tom Gratiano to hear about Bose’s strategy that establishes and promotes a positive brand image and success of the company’s sustainability efforts. Main takeaways include:

-Improving your brand image through sustainable reverse supply chain practices
-Minimizing ecological footprint through efficient waste and recycling practices
-Best practices in HAZMAT products disposal

Tom Gratiano, Sr. Manager, Global Reverse Logistics at Bose

Tom Gratiano

Sr. Manager, Global Reverse Logistics
Bose

Track C: Responsible Supply Chain

3:00 pm - 3:40 pm Networking Meetup: The Link between Sustainable Shopping and Reverse Logistics
It’s official: consumers care about the planet and prefer buying products from environmentally conscious businesses. If your reverse logistics strategy is a far cry from green and sustainable practices, you are risking losing loyal customers of all genders and generations, especially Millennials, Gen Z and Gen X who overwhelmingly chose to support businesses that help improve the environment. So what do you need to do in order not to lose the intensifying sustainability race?

This meetup doesn’t require advance sign-up and is designed to help you answer the following questions:

-What does a new era of sustainability look like, and what does it mean for your retail business?
-How green is your reverse logistics system compared to other industry players?
-Why is corporate sustainability in such high demand and how can you win new consumers through environmentally-friendly sustainability programs?
Kyle Fraim, Corporate Development Officer, Donated Products at Habitat for Humanity International

Kyle Fraim

Corporate Development Officer, Donated Products
Habitat for Humanity International

*Invite-Only – pre-event RSVP required

Track D: Small Group Workshops

1:50 pm - 2:50 pm Real World Experiences in Managing Consumer Returns and Surplus Inventory
Sponsors:
Liquidity Services
We will have a group of executives sharing experiences including market trends, operational insights, and solutions development. We will talk through common questions and problems shared by our clients that will be relevant for you and your organization. Please join us for this informal discussion with time allotted afterward for a meet/greet* with other attendees and panel participants with extensive industry experience and subject matter expertise. 

Common questions we will talk through:

  • My ecommerce returns operation is an afterthought. What can I do?
  • I have a conflict with a merchant who is extremely brand conscious. How can I address their concerns? 
  • My liquidation solution hasn't adapted to today's markets or technology. Where do I start?
  • I have been challenged to make more out of my internal resources. What are some quick wins?

*Drinks will be available
**By invite only, advance sign-up required**



Jeff Rechtzigel, VP & General Manager, Retail at Liquidity Services

Jeff Rechtzigel

VP & General Manager, Retail
Liquidity Services

JD Daunt, Executive Vice President and Chief Commercial Officer at Liquidity Services

JD Daunt

Executive Vice President and Chief Commercial Officer
Liquidity Services

3:40 pm - 4:40 pm Afternoon Refreshment & Networking Break

Networking opportunity: Would you like to meet up with our speaker faculty members? 

This year, you have a chance to connect with our presenters in a casual, intimate setting perfect for sharing feedback on their presentations, bouncing back ideas on reverse logistics challenges and opportunities, and exchanging business cards!

No advance sign up is required – just stop by and say hi! 

Roman Sobieri, Head of Shipping Orders at Etsy

Roman Sobieri

Head of Shipping Orders
Etsy

Graham Faassen, Strategic Account Manager - Renewed at Amazon Renewed

Graham Faassen

Strategic Account Manager - Renewed
Amazon Renewed

Steve Freemerman, Director, Global Reverse Logistics at GoPro

Steve Freemerman

Director, Global Reverse Logistics
GoPro

Rich Bulger, Director of Reverse Logistics at Cisco

Rich Bulger

Director of Reverse Logistics
Cisco

4:40 pm - 5:30 pm Networking Meetup: Retail Shrinkage Prevention

Small Group Networking:

Discuss best practices in retail shrinkage prevention with like-minded peers in an informal small group setting. 

**By invite only, advance sign-up required**

Michael McKinney, Senior Divisional Asset Protection Leader at Rite Aid Corporation

Michael McKinney

Senior Divisional Asset Protection Leader
Rite Aid Corporation

4:40 pm - 5:30 pm Networking Meetup: Best Practices in Electronic Component Disposition

Small Group Networking:

Join this workshop for a collaborative discussion about wide-ranging benefits and concerns inherent in electronics disposition, and how you can optimize your processes and generate additional streams of revenue. 

*No  advance sign-up required

Jim Downey, Senior Sourcing Manager at Intel Corporation

Jim Downey

Senior Sourcing Manager
Intel Corporation

4:40 pm - 5:30 pm Networking Meetup: Responsible Supply Chain

Small Group Networking: Meet with 15-20 industry practitioners to discuss your sustain nability challenges and opportunities in response to a question/challenge posed by the meetup host. 

**No advance sign-up required**

Tom Orlando, Logistics Manager at US Cellular

Tom Orlando

Logistics Manager
US Cellular

Tommy McGuire, President at Echo Environmental

Tommy McGuire

President
Echo Environmental

5:30 pm - 6:30 pm “Lone Star Luau” Networking Cocktail Reception

“Lone Star Luau” Networking Cocktail Reception

We are bringing the tropics to Texas! Enjoy delicious food and fruity drinks and hang out with your new friends by the pool! Don’t forget your lei!

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