Consumer Returns Management 2018

October 22-October 24, 2018

Sheraton Grand Nashville, TN

Contact Us: 1.888.482.6012

Reducing Returns Through A Customer-Value Partnership

07:45 AM - 08:45 AM Continental Breakfast & Registration

08:45 AM - 08:50 AM Welcome Remarks

08:50 AM - 09:00 AM Chairperson’s Opening Address

Paul Baum, CEO, PlanITROI


Paul Baum


09:00 AM - 09:20 AM Reducing Returns Through Establishing The Customer-Manufacturer-Retailer Relationship Pre-Sale

Chuck Zegrati, Director, Quality Assurance , True Value
True Value has a rather enviable return rate—it’s in the single digits. Chuck Zegrati is here to shed some light on how to make that a possibility for you. Like most things, solutions for reducing returns boil down to communication. This is why Chuck will discuss how to form better relationships and map out touch points across your organization. Gain insights on the triad of communication that needs to happen between the manufacturer, retailer, and the customer, and bring a strategy back to the office on how to:
  • Overcome the complications of multi-channel distribution by aligning the retailer’s strategy with what the manufacturer expects earlier on
  • Collaborate to create a proper roadmap of inventory to meet customer demands and forecast more effectively
  • Provide the greatest value to your customers at the lowest possible cost


Chuck Zegrati

Director, Quality Assurance
True Value
Consumer Returns is excited to announce their guest speakers—and two sets of analytical eyes are better than one. Based on the research they have conducted, Dr. Shang of Florida State University and Dr. Galbreth of University of South Carolina are here to discuss how data can improve your returns management. They will present what they’ve learned from nearly a decade of consumer returns research in the form of actionable case studies. Walk away with next steps on how to:
  • Use transaction-level data for more accurate returns forecasting
  • Focus your return reduction efforts most effectively
  • Answer the question “How much do online consumers really value free returns?”—the answer may surprise you


Guangzhi Shang

Assistant Professor, Business Analytics
Florida State University – College of Business

Dr. Michael Galbreth

Professor of Management Science and Moore Research Fellow Faculty Director, Center for Applied Business Analytics
University of South Carolina, Moore School of Business
Most retailers struggle to explain to the OEM or brand the reasons why their product is getting returned. Think about the last time you went to a store to return something: were you asked anything beyond, “Oh, anything wrong?” Probably not. Did you give a vague answer and notice that the associate didn’t write anything down or type it into the computer? More than likely. This lack in managing reason codes needs to be mitigated. Retailers and OEMs alike can start by reinvigorating their tracking strategies, and only then can they truly look into the data to identify trends. This panel explores best practices among companies that are paving the way towards predictive analytics. Learn how to:
  • Segment your existing customers to understand how their returns behavior influences the customer lifetime value of each customer
  • Manage reason codes for why the product was returned from a customer experience and product improvement standpoint
  • Identify trends by analyzing data from social media


Paul Thompson

Director, Inbound Logistics

Rene del Río Ambriz

Manager, AMS Returns Planning and Strategy

Antony Francis

PRC Industries

10:30 AM - 11:10 AM Morning Refreshment & Networking Break

According to a report from Accenture, most returns are preventable, with a staggering 50% of returns owing to a lack of quality customer experience. It seems clear that the first alliance you should have when trying to reduce returns is through your quality department. Creating a better out-of-box experience by establishing guidelines between the manufacturer and retailer before the point of sale, and by matching in-store expectations built around the product with its actual usability, are next steps that need to be put in place to reduce preventable returns. Our panelists come from different backgrounds, some directly within the quality department and some with reverse logistics titles, to show the cross-functionality it takes to create a positive user experience. Walk away with a roadmap for:
  • Understanding the importance of creating a positive first impression through optimal packaging and easy-to-follow instructions
  • Increasing your Net Promoter Score and revenue by reducing returns and lowering call rates to the customer service department
  • Differentiating yourself from the competition beyond price cuts


Tony Montagano

Manager, eCommerce and Reverse Logistics

Drew Simon

Manager, Omnichannel Strategy
Toys R Us

Marco Mai

Senior Director, Reverse Logistics
Vivint Smart Home

12:00 PM - 12:10 PM Ten Minute Stretch

Your opportunity for the most intimate conversation yet! Want to benchmark with other companies and have a real, organic discussion about challenges and next steps on key issues? Great, so do our roundtable thought leaders. Here’s how it works. You select 2 of the topics. The first discussion lasts 30 minutes, and then you rotate to your next topic for another 30 minutes. It’s like speed dating, but you leave feeling like you actually achieved something.

1. Improving Consumer Education To Minimize Returns
Joseph Desimini, Manager, Returns Management – Service Division, Samsung Canada

2. Preventing Returns In A Drop-Ship Fulfillment Environment
John Hauley, Director, Reverse Logistics,

3. Followup: Data-Driven Insights On Preventing Returns, Optimizing Policies, And Forecasting
- Dr. Guangzhi Shang, Assistant Professor, Business Analytics, Florida State University – College of Business
- Dr. Mike Galbreth, Professor, Management Science, University of South Carolina, Darla Moore School of Business


Joseph Desimini

Manager, Returns Management – Service Division
Samsung Canada

John Hauley

Director, Reverse Logistics

Guangzhi Shang

Assistant Professor, Business Analytics
Florida State University – College of Business

Dr. Michael Galbreth

Professor of Management Science and Moore Research Fellow Faculty Director, Center for Applied Business Analytics
University of South Carolina, Moore School of Business

1:10 PM - 2:10 PM Luncheon For All Attendees

2:10 PM - 11:59 PM End Of Consumer Returns 2017

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