Consumer Returns Management 2018

October 22-October 24, 2018

Sheraton Grand Nashville, TN

Contact Us: 1.888.482.6012

The New Customer Experience: Integrating Expectations Within The Reverse Supply Chain

General Breakfast

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

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Paul Baum

CEO
PlanITROI

09:00 AM - 09:20 AM Handle IT: Help Your In-Store Associates Help The Customer With Better Tools

Jonathan Crabb, Product Owner, HomeDepot.com Return Capabilities , The Home Depot
As owner of The Home Depot’s online return capabilities, Jonathan Crabb’s responsibilities are incredibly cross-functional. To build the roadmaps for .com returns across the physical stores, call centers, and the website, he needs to work with IT to implement the most top-tier customer interface for the associates that handle in-store returns. He understands the importance of making the entire experience for the customer as seamless as possible, and his role is incredibly future focused. In this session, Jonathan shares how something as inhuman as an interface, when coupled with proactive employees, can create the most enjoyable returns experience—yes, returns don’t have to be a nightmare! If you’re thinking about your own customer-facing associates and this sounds like a dream rather than a reality, you cannot miss his talk on:
  • Creating a friction-less experience by encouraging heroic interventions among your employees
  • Understanding how too much associate freedom can lead to incorrect (and just plain strange) customer experiences
  • Learning how item and vendor data guided experiences help both customers and associates

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Jonathan Crabb

Product Owner, HomeDepot.com Return Capabilities
The Home Depot

09:20 AM - 09:40 AM Managing Your Return-To-Vendor Logistics Strategy

Tim Quinn, Manager, Logistics Budget and Analysis , BJ's Wholesale Club
As a retailer, you’ve dealt with or are dealing with the current situation: too many consumer returns on top of your already excess inventory… and you’re having trouble telling the two apart. You are also juggling a return-to-vendor option on top of return-to-store, increasing the confusion of where things are in your own supply chain. If this scenario sounds familiar, then this is a can’t miss session. BJ’s knows a thing or two about dealing with mass quantities, and Timothy brings his logistics specialization to shed light on how to better:
  • Marry buyers into your supply chain strategy to reduce costs, for both you and the customer
  • Have contingencies in place for when the end consumer wants to sidestep the distributor and return the product directly to the vendor
  • Assure you have robust processes in place so that buyers send you only the products that you offer, creating a more efficient chain

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Tim Quinn

Manager, Logistics Budget and Analysis
BJ's Wholesale Club
About 68% of returns are considered No Trouble Found/No Fault Found, meaning that more than half of the returns have no physical defect. It’s inevitable that returns do happen, but how do you deal with a large amount of returns on an otherwise fine product… without damaging your customer relationships? Hear from our panel of returns experts how they find alternatives to keep the customer happy, and make returns an absolute last resort for your own company.
  • Address and communicate with your suppliers and retailers to create a consistent policy
  • Provide technical support to a customer upfront to help them understand how to set up, use and optimize a product
  • Ensure personnel are balancing the customer experience with the need to remain consistent on the returns policy

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Joyce Cruts

Director, Supply Chain Operations – Return Management
Acer
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Nate Omann

Director, Returns and Damages
Best Buy
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Ryan Tomsich

Project Manager, Business Development and Compliance
Northern Tool + Equipment
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Marco Mai

Senior Director, Reverse Logistics
Vivint Smart Home

10:20 AM - 11:00 AM Morning Refreshment & Networking Break

11:00 AM - 11:20 AM Leveraging Ecommerce Selling Through Marketplace Platforms

Larry Yarchever, Senior Buyer , ShoeMetro
Interested in learning how ShoeMetro’s branded and value priced retail model culminated in a sale to DSW? Larry Yarchever from ShoeMetro is here to share the story behind their meteoric rise. You don’t achieve 50 marketplaces without knowing a thing or two about blending logistics and customer experience into one seamless model. Learn how ShoeMetro:
  • Balances the uploading and selling across a varied range of marketplaces
  • Meshes with retailers in buying marked out-of-stock and store returns
  • Establishes successful partnerships to enhance their bottom line

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Larry Yarchever

Senior Buyer
ShoeMetro

11:20 AM - 11:40 AM Enhancing Both Customer Experience And Profitability Through Reverse Logistics

Jeff Elliot, Managing Director, Technology Sales , FedEx Supply Chain
With the emergence of e-commerce, companies of all sizes strive to maintain competitiveness by optimizing the fulfillment side of their supply chain. While this approach can make business sense, reverse logistics should not be overlooked. More than ever, returns are a critical and integral part to creating a great customer experience. Additionally, the per-unit costs of returns — accumulated from customer interaction through final disposition — are much higher than products moving through the fulfillment side of the supply chain. These costs, in conjunction with the increasing complexity of managing returns, require the same amount of optimization as the forward supply chain to enable a customer-centric and cost-effective supply chain — from fulfillment through potential returns. In this session, Jeff Elliott, Managing Director of Technology Solutions at FedEx Supply Chain, will discuss the central role of returns in the current state of retail. He will also talk about what can be achieved with the appropriate level of focus and investment, including:
  • Making reverse logistics a hub for fostering customer loyalty and driving profitability
  • Managing the increasingly complex returns environment to reduce waste while optimizing processes
  • Preventing returns

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Jeff Elliot

Managing Director, Technology Sales
FedEx Supply Chain
Adding to the conversation on yesterday’s panel focused on decreasing repair costs, in this session we explore the other side of the coin: how to maximize results on refurbished goods. Making money on a second quality good is always going to be more challenging than reselling a product that was fixed to look A-grade, but this panel dissects the benefits to refurbishing. Utilize all your reselling options wisely and learn how to:
  • Reinvigorate your reverse logistics model to save on costly replacements and make money on a second quality good
  • Realize the difference in expectations based on which channel you choose to sell
  • Understand the capabilities you need to have in place to keep up with consumer expectations, from being green to protecting their data

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Jimmy Vosika

CEO
ShopJimmy.Com
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Susan Waynelovich

Senior Manager, Warranty Management
Sony Electronics
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Jerry Rust

Head, Operations
Quanta Computer
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Jim Rallo

President, Retail Supply Chain Group
Liquidity Services

Julie Ryan

Manager, Returns & Remarketing
HP

Creative Boardroom

11:40 AM - 12:30 PM Creative Boardroom: Manufacturers (11:40-12:30)

Harrison Urash, Senior Manager, US Returns , Avon
A facilitated strategy and best practice discussion around returns management and reverse logistics optimization from the manufacturer’s perspective. Spots reserved for the first 15 people. To request yours, contact Paula Conlon at 646.200.7516 or paula.conlon@wbresearch.com
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Harrison Urash

Senior Manager, US Returns
Avon

12:30 PM - 12:50 PM Getting Caught In The Middle: Lessons Learned

Nikos Papaioannou, VP, Process & Business Development , CoreCentric
What actually is the main driver for all these returns after all? The answer depends on who you ask. For some, it is the liberal return policies that retailers utilize in order to maintain foot traffic and build customer loyalty. For others, it’s a simple case of “they just don’t make them as good as they used to anymore.” With 10 years in the consumer returns arena—and after getting caught in the middle of several heated debates between retailers and manufacturers—Nikos is here to provide some data-driven answers. Walk away with clarity on how to:
  • Understand what is causing the variation in the way retailers return, and its implications
  • Find the hidden benefit of offering a repair service instead of new unit replacements for In Warranty incidents
  • Leverage best practices in remanufacturing—why does extra work help save money?

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Nikos Papaioannou

VP, Process & Business Development
CoreCentric

General Lunch

12:50 PM - 1:50 PM Luncheon For All Attendees

Invite-Only Lunch

12:50 PM - 1:50 PM Invite-Only Boardroom Lunch – Hosted by BStock Solutions

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. The Amazon Jungle: Creating Internal Buy-In To Get More Resources In A Competitive Landscape
Ryan Rhoten, Business Leader, Retail Returns, Allegion

2. Improving Customer Service Through Your Social Media Efforts
Ray Mohsen, CEO, Skylink Wireless

3. Utilizing Data To Increase Your Recovery
Michelle Raymond, Senior Business Analyst, Salvage and Sustainability, The Home Depot

4. Using Technology To Improve Consumer Experience And Reduce Returns
Tony Sciarrotta, Executive Director, The Reverse Logistics Association

5. Exploring The Best Third-Party Channels For Your Excess Inventory
Robert Echols, CEO, Bargain Hunt

6. Sustainability, Inefficiency, And Waste In The Reverse Supply Chain
Jim Rallo, President, Retail Supply Chain Group, Liquidity Services

7. Evaluating The Evolution Of The Reverse Supply Chain: Investments And Challenges
Scott Nelson, Director, Salvage and Regulatory, Target

8. Return, Repair, Re-Sale, Oh My!: Choosing The Solution That Makes Cost Sense
Jerry Rust, Head, Operations, Quanta Computer

Tables 9-16: Have an innovative technology or story to share? For more information on how to be a part of the discussion and to sponsor a roundtable, contact Christine Johnson, Director of Sponsorship Sales & Strategy at 646.200.7458 or christine.johnson@wbresearch.com

Suggested topics include:
Balancing Complex Supply Chains With Consumer Demand
Fraud Prevention: Combatting Fraud With Technology
Help Them Help Themselves: Promoting Self-Diagnosis and Self-Repair To Prevent Returns

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Ray Mohsen

CEO
Skylink Wireless
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Ryan Rhoten

Business Leader, Retail Returns
Allegion
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Scott Nelson

Director, Salvage and Regulatory
Target
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Michelle Raymond

Senior Business Analyst, Salvage and Sustainability
The Home Depot
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Jerry Rust

Head, Operations
Quanta Computer

Eric Crawford

Vice President, Reverse Logistics Buying
Bargain Hunt
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Tony Sciarrotta

Executive Director
The Reverse Logistics Association
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Jim Rallo

President, Retail Supply Chain Group
Liquidity Services

2:50 PM - 3:30 PM Afternoon Refreshment & Networking Break

General Session

3:30 PM - 3:40 PM Innovation Spotlight

Creative Boardroom

3:30 PM - 3:40 PM Creative Boardroom: Retailers (3:30-4:20)

Phil Shellhammer, Vice President, Merchandise Solutions, Sam’s Club
A facilitated strategy and best practice discussion around returns management and reverse logistics optimization from the retailer’s perspective. Spots reserved for the first 15 people. To request yours, contact Paula Conlon at 646.200.7516 or paula.conlon@wbresearch.com
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Phil Shellhammer

Vice President, Merchandise Solutions
Sam’s Club
There are opportunities in the secondary market if you plan for them. Our panel of retailers and manufacturers are here to discuss those very opportunities and the steps they took to maximize recovery on their returned assets. They will share pain points and lessons learned on how to:
  • Take brand limitations and policies into account to come up with the best option for your business
  • Consider barter systems and auctions as out-of-the-box options
  • Understand strategies big box retailers utilize for disposition of products that cannot be returned to an OEM

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Joyce Cruts

Director, Supply Chain Operations – Return Management
Acer
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Kathy Murphy

Director, Special Markets
Vista Outdoor
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Alexandra Amrami

VP, Business Development – North America
PCS Wireless

Mike Burris

General Manager, North America
Dell Outlet

Creative Boardroom

3:40 PM - 4:20 PM Creative Boardroom: Retailers (cont.)

4:20 PM - 5:00 PM Case Study Revolution: Redefining Returns: Not Just The Cost Of Doing Business

Amy Augustine, Senior Manager, Reverse Logistics , US Cellular , ,
Having trouble convincing your company’s decision makers that returns should no longer be seen as the burdensome cost of doing business? US Cellular has overcome that bias, and members of their reverse logistics team are here to tell you about it. From launching an Integrated Business Planning process to standing up a robust re-commerce strategy, US Cellular has proven that it can:
  • Drive an internal shift that gets C-levels to recognize the value in returned assets, in the form of both expense reduction and revenue recovery
  • Keep lower inventory yet improve service levels for after-sales device needs
  • Increase the velocity of reselling to your customer base—cut out the middleman

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Amy Augustine

Senior Manager, Reverse Logistics
US Cellular

5:00 PM - 6:00 PM A Night in Nashville: Music, Moonshine and More

6:00 PM - 6:00 PM End Of Day 2

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