Consumer Returns Management 2020

October 26 - 28, 2020

Hilton Austin, TX

Day 1: Returns Prevention & Cost Reduction in the Age of E-Commerce



Monday, October 21


7:20 am - 8:20 am Continental Breakfast & Registration

8:20 am - 8:30 am Welcome Remarks & Ice Breaker

Antonia Kay, Program Director at Consumer Returns

Antonia Kay

Program Director
Consumer Returns

8:30 am - 8:40 am Chairperson’s Opening Address

Paul Baum, CEO & Founder at PlanITROI

Paul Baum

CEO & Founder
PlanITROI

8:40 am - 9:05 am Keynote: Product Returns – Moving from Necessary Evil to Desired Outcome

According to the National Retail Federation 2018 Organized Retail Crime Survey, the amount of merchandise returned as a percent of total sales accounts for more than $369 billion in lost sales (median 10%) and, unsurprisingly, every retailer and manufacturer strives to recover their losses, as complicated as this task may be. But what precisely are “reasonable” expectations for returns in the current environment? Are your reverse logistics processes and methodologies adaptive enough?

This keynote illustrates:

  • Offering returns as an option to sweeten deals and improve customer relationships
  • Using returned products to open up opportunities in other markets and/or with non-customers  
  • Leveraging Sustainability as a sales tool to drive greater customer goodwill
  • Exploring subscription-based models around service, and driving value optimization
Rich Bulger, Director of Reverse Logistics at Cisco

Rich Bulger

Director of Reverse Logistics
Cisco

With cost reduction being the top task on everyone’s to-do list, is it fair to say that you have fallen victim to manually-driven and ineffective return management processes? Are challenges such as the lack of visibility, poor forecasting and inaccurate accruals-claims recouping causing you a daily headache?  If so, join our expert panellists to hear about the key steps to:

-Avoiding hidden costs of reverse logistics 
-Achieving better performance and ROI on returned inventory through industry partnerships
-Minimizing labor and return shipping costs through automation and comprehensive solutions

Paul Baum, CEO & Founder at PlanITROI

Paul Baum

CEO & Founder
PlanITROI

Nate Omann, Director, Reverse Supply Chain at Best Buy

Nate Omann

Director, Reverse Supply Chain
Best Buy

Sharon Su, Director of Product Management, Reverse Logistics and Backroom Operations at Sam’s Club

Sharon Su

Director of Product Management, Reverse Logistics and Backroom Operations
Sam’s Club

Jake Velikonia, Director of Operations at Build.com

Jake Velikonia

Director of Operations
Build.com

Steve Lewis, Vice President of Solutions and Strategy at XPO Logistics

Steve Lewis

Vice President of Solutions and Strategy
XPO Logistics

9:45 am - 10:00 am Panel Interactive Working Groups

Benchmark returns cost reduction best practices and pressing challenges in response to a question/challenge posed by the panel moderator.

10:00 am - 11:00 am Morning Refreshment and Networking Break

10:00 am - 10:40 am Networking Meetup: Retailers Only Networking Meetup

Small Group Networking:
 
Discuss collaborative partnership challenges and opportunities with 15-20 retail practitioners in response to a challenge posed by the meetup host.
 
This session is limited to retailers only.
 
**By invite only, advance sign-up required**
Grace Chou, Senior Director, Indirect and Reverse Logistics at Target Corporation

Grace Chou

Senior Director, Indirect and Reverse Logistics
Target Corporation

According to IHL Group reports, retailers and consumer brands lose an astonishing $1.75 trillion annually from out-of-stock, overstock, and returned goods. How much are surplus goods costing your business? Join our expert panelists for practical recommendations that would help you achieve your strategic goals. Key takeaways include:

-Retaining initial online sale dollars through education and the returns experience 
-Freeing up resources to focus on growth through partnerships with third parties
-Increasing inventory recovery by utilizing a multi-channel approach
-Ensuring that your returns reach their final destination quickly and efficiently 


Daniel O’Neill, Vice President, Client Solutions at Liquidity Services

Daniel O’Neill

Vice President, Client Solutions
Liquidity Services

Trish Boehm, Director of Operations at The Home Depot

Trish Boehm

Director of Operations
The Home Depot

Jake Velikonia, Director of Operations at Build.com

Jake Velikonia

Director of Operations
Build.com

Dan Remsberg, Senior Manager Returns Channel Management at The Home Depot

Dan Remsberg

Senior Manager Returns Channel Management
The Home Depot

Chad Martin, Returns Manager at Build.com

Chad Martin

Returns Manager
Build.com

11:40 am - 12:00 pm Keynote: The Anatomy of an Unboxing Experience and Returns Prevention

Sponsors:
BILT
The importance of an unboxing experience can never be underestimated. If your customer has unrealistic product expectations or, for any reason, simply doesn’t understand how to properly use it, the likelihood of a return quadruples. On top of that, customer dissatisfaction and complaints are the extra layers of complexity that your team might have to deal with and, if not handled properly, might hurt your brand image. Familiar situation, isn’t it? If so, are you looking for ways to upgrade your customers’ unboxing experience, lower the volume of returns and minimize your reverse logistics costs? 

Nathan Henderson can help you take the complexity of the out-of-box experience out of the equation! Join his keynote to hear how a mobile app and 3D interactive instructions can enable your customer to ‘get things right’ the moment they unpack the product, avoid the headache of complex product assembly and maintenance, as well as register the item with the manufacturer to keep warranty information accessible at the push of a button. 


Nathan Henderson, Chairman & CEO at BILT Inc

Nathan Henderson

Chairman & CEO
BILT Inc

12:00 pm - 12:40 pm Panel Interactive: Delivering An Out-Of-Box Experience That Goes Beyond The Product

Customer is King – this age-old mantra is at the heart of most business strategies and decisions. Forward-looking retailers and manufacturers heavily invest in the creation of improved out-of-box experiences for their consumers, as they understand that the combination of provided information, product tutorials and comprehensive instructions is the driving force behind educated purchasing decisions, customer satisfaction, and returns prevention. This panel discussion delves into:

•The power of try-before-you-buy programs and post-sale customer education
•Leveraging social media and content/email marketing to educate your consumer
•Linking your customer unboxing experience to the overall brand experience
•Importance of improving the ease of interaction between your company and the customer

Paul Baum, CEO & Founder at PlanITROI

Paul Baum

CEO & Founder
PlanITROI

Roman Sobieri, Head of Shipping Orders at Etsy

Roman Sobieri

Head of Shipping Orders
Etsy

Liza Shanks, Logistics Manager at Molekule

Liza Shanks

Logistics Manager
Molekule

Greg Brewer, Former Senior Manager, Wholesale at GameStop

Greg Brewer

Former Senior Manager, Wholesale
GameStop

12:40 pm - 1:00 pm Panel Interactive Working Groups

Discuss pressing customer experience challenges in response to a question/challenge posed by the panel moderator.

1:00 pm - 2:00 pm Lunch for All Attendees

1:00 pm - 2:00 pm Private Lunch Workshop

Sponsors:
Optoro


Track A: Omnichannel Retail & Returns

2:00 pm - 2:05 pm Track A Welcome
Antonia Kay, Program Director at Consumer Returns

Antonia Kay

Program Director
Consumer Returns

Track A: Omnichannel Retail & Returns

2:05 pm - 2:25 pm Case Study: Preventive Focus on Reducing Consumer Returns – A Retailer’s Perspective
Returns are an inevitable reality for retailers and manufacturers alike; however there are a number of better-safe-than-sorry steps that one can take in order to secure consumer’s satisfaction with the product and drive returns rates down. The industry is buzzing about various programs and strategies aimed at returns prevention, and the benefits of those initiatives are clear as day: it is THE stepping stone to revenue generation, cost savings and customer loyalty. 

Join this session to hear about True Value’s commitment to ensuring product quality and consumer satisfaction through consistent customer-manufacturer-retailer engagement and collaboration, as well as the wholesaler’s holistic approach to maintaining a less than 1% return rate.

Chuck Zegrati, Director of Quality at True Value

Chuck Zegrati

Director of Quality
True Value

Track A: Omnichannel Retail & Returns

2:25 pm - 2:45 pm Optimizing Omnichannel Returns Through Concierge-Level Service and Returns Data Analytics
Sponsors:
Narvar
The rise of online shopping has seen a commensurate increased level of returns. As much as 30% of online purchases are returned, and 40% of consumers admit "bracketing": buying multiple versions of an item with the intent to return what doesn't work. Consumers increasingly want concierge-level service across the board, with multiple options to return by mail or in-store in equal measure. The cost to retailers to keep up can be debilitating. But, this is also an area of opportunity that can build trust, inspire loyalty, and increase CLTV, making it a strategic imperative to get right. We'll discuss:

-How to recover value from online returns. 
-How to leverage data from returns to fix issues in supply chain and minimize potential returns. 
-Innovative ways to increase your footprint and save costs without investing in additional real estate.



Scott Vandegrift

Senior Director Product Management
Gap, Inc.

Saurabh Malani, Director of Product Management at Narvar

Saurabh Malani

Director of Product Management
Narvar

Track A: Omnichannel Retail & Returns

2:45 pm - 3:25 pm Peer-to-Peer Insights Interactive: Managing E-Commerce Transportation and Fulfilment Logistics
With shoppers across the world developing loyalty for brands and retailers offering same-day or two-day product deliveries and hassle-free returns, it is more important than ever to have an efficient warehousing, distribution, transportation and e-commerce fulfilment network in place. Join this fireside chat for an overview of: 

-Best practices in warehousing, fulfilment, packaging, transportation and reverse logistics
-Steps to achieving sales channels integration and real-time visibility into your inventory
-Delivering a seamless experience to your customers throughout the purchase-return cycle

Robert Casanova, International Trade Analyst at U.S. International Trade Commission

Robert Casanova

International Trade Analyst
U.S. International Trade Commission

Roman Sobieri, Head of Shipping Orders at Etsy

Roman Sobieri

Head of Shipping Orders
Etsy

Track B: Electronics in the Secondary Market

2:00 pm - 2:05 pm Track B Chairman Welcome Remarks
Paul Baum, CEO & Founder at PlanITROI

Paul Baum

CEO & Founder
PlanITROI

Track B: Electronics in the Secondary Market

2:05 pm - 2:25 pm Case Study: Driving Costs Out Of Returns While Creating Value For Your Supply Chain
Over his 15+ year career in retail industry, Tom Orlando has had success as a buyer, planner, reverse logistics manager and operations leader. In his case study, he will share lessons learned and key tactics in:

  • Mitigating return exceptions
  • Reducing average cost of repair
  • Adhering to CTIA grading standards and prioritizing  better grades
  • Improving return rules from customers
  • Making your industry partnerships work

Tom Orlando, Logistics Manager at US Cellular

Tom Orlando

Logistics Manager
US Cellular

Track B: Electronics in the Secondary Market

2:25 pm - 2:45 pm Leveraging Advanced Data Analytics To Determine Fair Market Value of Returns
Sponsors:
Clover Wireless


John Sedej, SVP, Strategic Relationships and Partner Solutions at Clover Wireless

John Sedej

SVP, Strategic Relationships and Partner Solutions
Clover Wireless

Track B: Electronics in the Secondary Market

2:45 pm - 3:25 pm Panel: Best Practices in Returned Products Testing and Secondary Market Placement
This session explores the latest approaches to cost-effective used electronics testing and grading, as well as secondary market sales channels that can help you recover losses on returned inventory. Main takeaways include:

-Ensuring adequate product testing and grading procedures that go beyond the cosmetic condition and basic functionality of used electronics
-Identifying optimal secondary market placement channels for returned inventory
-Choosing the right retargeting partner for ROI maximization

Tony Sciarrotta, Executive Director at The Reverse Logistics Association

Tony Sciarrotta

Executive Director
The Reverse Logistics Association

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

Julie Ryan

Senior Manager, NA Returns & Remarketing
HP, Inc.

Mike Burris, General Manager, North America at Dell Outlet

Mike Burris

General Manager, North America
Dell Outlet

Paul Baum, CEO & Founder at PlanITROI

Paul Baum

CEO & Founder
PlanITROI

Track C: Fashion & Apparel

2:00 pm - 2:05 pm Track C Chairman Welcome Remarks
Mark Lightbody, Partner at Newmine

Mark Lightbody

Partner
Newmine

Track C: Fashion & Apparel

2:05 pm - 2:25 pm Case Study: Turning Returns Into Positive Customer Experience
Building strong bonds with the consumers and promoting a positive brand experience requires the alignment of numerous processes, in which reverse logistics plays one of the leading roles. In fact, your company return management practices are as important as the sale itself – a person buying your product has high expectations for both pre- and post-sale customer service and doesn’t automatically categorize ‘sale’ and ‘return’ as two separate processes. To them, it is a holistic experience where cost, quality, return policy leniency and convenience go hand-in-hand. Therefore, your customer support practices should reflect and meet these expectations.

This session will cover best practices in:

-Reducing over-the-phone, online and in-store hold times to lessen customer frustration
-Improving the ease of communication with your company
-Empowering your staff to create positive returns experience for the customer
-Leveraging technology advancements to collect customer feedback and turn it into actionable insights

Julie Bray, Senior Manager, RTV & Returns Planning, Operations Planning and Optimization at QVC

Julie Bray

Senior Manager, RTV & Returns Planning, Operations Planning and Optimization
QVC

Track C: Fashion & Apparel

2:25 pm - 2:45 pm Driving Customer Loyalty with Seamless Global Returns and Exchanges
Many omnichannel and online retailers look to sell internationally as a way to promote business growth and expand their loyal customer networks. Cross-border sales entail a different set of reverse logistics challenges but the key to a successful global returns and exchanges process is understanding your customer’s unique preferences. While consumer expectations around shopping are standardizing, there are still differences specific to each market that companies need to be aware of in order to provide the best experience possible and increase customer loyalty.

Join this session for a better understanding of consumer preferences in some of the world’s largest markets and how tailoring your returns approach can help:

-Reduce shipping costs with local returns processing, consolidation, negotiated carrier rates and optimal carrier selection in each country
-Significantly reduce customer service calls and call handling time
-Place stock back in the supply chain and available for sale more quickly
-Prevent non-compliant returns and automate processes
-Minimize carbon footprint with efficient supply chain management

Tim Thorn, Director, Commercial Sales at Metapack

Tim Thorn

Director, Commercial Sales
Metapack

As e-commerce return rates continue its rapid outpacing of order growth across global marketplaces, it is imperative for direct-to-consumer brands to strike the right balance between rising consumer expectations in the returns experience with network inventory efficiency and supply chain costs.  
 
Join this panel discussion for powerful insights on:

  • Securing your market share and competitive advantage through multi-channel shopping and flexible returns policies
  • Growing your online sales and balancing out increasing volumes of returns
  • Capturing new opportunities presented by consumer data collection

Rufus McLain, Director of Operations at Stitch Fix

Rufus McLain

Director of Operations
Stitch Fix

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

Stephanie Sexton

Manager – Transportation
Abercrombie & Fitch Co.

Matt Dreisiger, Senior Director of Business Development at Loqate

Matt Dreisiger

Senior Director of Business Development
Loqate

Navjit Bhasin, CEO & Founder at Newmine

Navjit Bhasin

CEO & Founder
Newmine

3:25 pm - 4:25 pm Afternoon Refreshment & Networking Break

4:20 pm - 4:40 pm Keynote: Global Returns and International Reverse Logistics



Patrick Wiedemann, Group Chief Executive Officer at RLG

Patrick Wiedemann

Group Chief Executive Officer
RLG

Networking opportunity: Join 10-15 like-minded reverse logistics professionals for a moderated discussion on two topics of your choice (two rounds of 30-minute discussions in total)

1. Convert Returns into Opportunities  
  • David Sobie, CEO & Co-Founder, Happy Returns 

2. How to Select a Returns Solution that Fits Your Needs?
  • Joe Ballato, Director of Product Management, Pitney Bowes

3. Returns and Warranties: Tactics for Winning in Reverse Logistics
  • Greg Skrovan, Senior Manager, Global Reverse Logistics Organization, Intel Corporation

4. Reducing Returns through Quality Control and Automation
  • Robert Casanova, International Trade Analyst, United States International Trade Commission

5. How to Build the Business Case for Returns Reduction: Ownership, ROI, and Playbook
  • Felton Lewis IV, Head of Alliances, Newmine

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

Greg Skrovan

Senior Manager, Global Reverse Logistics Organization
Intel Corporation

David Sobie, CEO & Co-Founder at Happy Returns

David Sobie

CEO & Co-Founder
Happy Returns

Robert Casanova, International Trade Analyst at U.S. International Trade Commission

Robert Casanova

International Trade Analyst
U.S. International Trade Commission

Joe Ballato, Director of Product Management at Pitney Bowes

Joe Ballato

Director of Product Management
Pitney Bowes

Felton Lewis IV, Head of Alliances at Newmine

Felton Lewis IV

Head of Alliances
Newmine

5:40 pm - 6:40 pm “Texas Backyard BBQ” Welcome Networking Reception

“Texas Backyard BBQ” Welcome Networking Reception 

Grab a beer, a slider, kick back and relax at our welcome networking reception. After a full day of content, it’s the best time
 to mix and mingle with your peers while enjoying food and live entertainment! 

6:40 pm - 6:40 pm Conclusion of Day One