Download - Consumer Returns 2010 Brochure
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The ONLY returns event for consumer electronics, home appliances and telecommunications.
REGISTER
NOW!
Visit: www.ConsumerReturnsUSA.com Call: 646.200.7530 or 888.482.60
Fax: 646.200.7535 Email: [email protected]
Speaker facultyincludes:
October 25-27, 2010 | The Westin Galleria, Dallas, TX | www.ConsumerReturnsUSA.com
Whats New At Consumer Returns 2010
Ive received so many ideas and contacts. Consumer Returns has the potential to save us thousandsof dollars in returns! - Raymond Bunora, IT and Logistics Manager, Janome America
Retailer ONLY Think Tank
SponsorsInclude: Organized by:
No one knows the challenges you face better than yourpeers.
Benchmark against your true peers in a closed door,vendor free environment Walk away with strategies to enhance your bottom-
line without sacrificing the customer experience
Extended Roundtable And Panel Sessions
Challenge old ways of thinking and walk away with new ideas to increase your bottom line.
Topics covered include:
Led By:
NTF Returns Reducing Fraudulent Returns
Controlling The Impact Of Social Media Analyzing Returns Data To Boost Profit Margins
Reduce Returns With A Greater Focus On The Customer Experience
Learn new ways to re-shape the customer experience to stop unnecessary returns Ensure the customer walks away from a return with a good view of both the retailer and
the OEM
Presentations By:
Walter Broussard
SVP, Store OperationsConns
John Heller
Senior Director, QualityLG Electronics
Moderated by:Kevin Winneroski
Vice President,Secondary MarketsBest Buy
Sanford SiegelDirector, Loss Prevention OperationsGameStop
Pam RappDirector, Return Center DivisionWal-Mart
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Who Will You Meet At Consumer Returns 2010?
Attendance Breakdown From Consumer Returns 2008-2009
Presidents, Vice Presidents, Heads, Managing Directors, Directors and Managers from Consumer Electronics, Telecom and ApplianceManufacturers as well as Retailers and eTailers.
Reverse Logistics Global Repair &Logistics
Distribution Quality/Quality Assurance Operations Customer Service
Service & Support Operations Returns Centre Operations Supply Chain Logistics Strategic or Business Planning
Returns Facilities
Recycling & Waste Management Retail Transformation Strategy Loss & Prevention Transportation
Liquidation
40% ConsumerElectronics OEMs
15% Appliance OEMs
20% Retailers
20% eTailers
5% Other
Sector:
5% President / CEO
20% EVP / SVP
25% VP
35% Director / SeniorDirector
15% Manager /Senior Manager
Seniority:
20% Supply Chain / Distribution
25% Reverse Logistics / ReturnsManagement
20% Store Operations
15% Customer Service /Satisfaction
10% Technical Support
10% Loss Prevention
Function:
For biographical information on all of our distinguished speakers, visit
www.ConsumerReturnsUSA.com
Ed InalSenior Director, CustomerService OperationsWESTERN DIGITAL
Tony SciarrottaDirector, Asset RecoveryPHILIPS CONSUMERLIFESTYLE
Kevin WinneroskiVice President, MerchandizingBEST BUY
Gary MooreSenior Manager, ReverseLogistics RecyclingSPRINT
Chuck JohnstonSenior Director, Returns CentersWAL-MART
1. Add value and lower your costs on your returns operations byoptimizing reverse logistics, asset recovery, sustainability strategiesand much more
2. Compare your current returns strategy to other best-in-classretailers and manufacturers to maintain a competitive edge
3. Participate in 12+ hours of networking with 109+ retailers andmanufactures to increase your market share and stay relevanin the changing marketplace
4. Drill down into critical issues affecting your returns operationswith an entire day of closed door, manufacturer and retailer only,collaborative workshops.
How can your attendance improve the effectiveness of your returns operations? Here are a fewsimple reasons you should register today.
October 25-27, 2010The Westin Galleria, Dallas, T
The ONLY reverse logistics event tailored specifically for consumer electronics, home appliances, and telecommunicatio
Table of ContentThe Solutions Zone..........................................
Focus Day Workshops .....................................
Conference Day One .......................................
Conference Day Two .......................................7
About Our Sponsors........................................
About Our Media Partners.............................1
Conference Pricing & Team Discounts ............1
Hotel Information..........................................1
Registration Form..........................................1
2 REGISTER NOW! Visit: www.ConsumerReturnsUSA.com Call: 646.200.7530 or 888.482.6012 Fax: 646.200.7535 Email: ConsumerReturns@wbresea
A Very Special Thanks To The Consumer
Returns 2010 Advisory Board:
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5 Reasons Why Consumer Returns 2010 Gives You The Best Value For Your Marketing BudgetComplete exposure to 200+ decision makers from consumerelectronics, appliance and telecom manufacturers & major retailers,
ensuring focused attention on your services & solutions
Over 12 hours of extensive networking opportunities, allowing forface-to-face interaction with budget holders from your target market
Increased flow of traffic through the solution zone during breakfast,coffee breaks & receptions
A strictly enforced end-user to vendor ratio, creating a moreintimate environment for networking and knowledge sharing
The perfect environment for high-quality lead generation:
Our delegates have already made a significant investment inattending our conference to network with key industry advisors
make sure they meet you on site!
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ABOUT THE SOLUTION ZONE AT CONSUMER RETURNS
How often do you get to bounce returns strategies off other manufacturers
and retailers in a closed door, vendor free environment? Or get to pick the
brains of your peers to learn which relationships and returns strategies aremost useful and which arent worth your time and money?
Create a detailed plan for bringing your company into greater profitabilitythrough stronger manufacturer/retailer relationships. Not to mention youll
walk away with a stronger support network and
learn countless strategies to increase the profitability of your returns
operations while still maximizing the consumer experience.
This exclusive event is invitation-only. To request your invitation,please contact Debra Haym at 646.200.7465 or email her [email protected]
VIP Think Tank Session For Qualified Manufacturers And Retailers Only
Confirmed Speakers At Consumer Returns 2010
MANUFACTURERS
Steve Rockhold, Vice President, Program Management, Reuse And
Recycling, Hewlett Packard
Ron Sprung, Director, Service Operations and Reverse Logistics, Canon
James Vick, Director, 3rd Party Sourcing, Acer
Heinz Winkel, Global Director, Contact Center And Repair Programs,Hewlett Packard
Tony Sciarrotta, Director, Asset Recovery, Philips Consumer Lifestyles
Michael Lesshafft, Service Quality Manager, Lexmark
Chris Griffin, Senior Manager, Global Retail Returns Entertainment &
Devices Aoc Global Services, Microsoft
Rachel North, Director, Post Sales, Toshiba America Information Systems
Gus Erazo, Director Of Engineering, Panasonic
Joe Sannella, General Manager Of Product Lifecycle, TTE Technology
Douglas Smith, Senior Manager Of Customer Operations, Sony Electronics
Matt Peterson, Senior Manager, Americas Service Parts, Dell
Jon Heller, Senior Director, Quality, LG Electronics
RETAILERS
Kevin Winneroski, Vice President, Secondary Markets, Best Buy
Walter Broussard, Svp, Store Operations, Conns
John Ford, Member Of Supplier Collaboration Group, Staples
Debi Brown, Director, Operational Excellence, Overstock.Com
Pam Rapp, Director, Returns Division, Wal-Mart
Karen Koewler, Director of System Strategy, Best Buy
Craig Sultan, Senior Manager, Reverse Logistics, The Home Depot Frederick Crosby, Managing Director, eBay
Jeff Stratman, Merchant Director, Secondary Markets, Best Buy
Gary Moore, Senior Manager, Reverse Logistics Recycling, Sprint
Sanford Siegel, Director, Loss/Prevention Operations, Gamestop
Paul Fletcher, Vice President, Best Buy
Chuck Johnston, Senior Director, Returns Center, Wal-Mart
Candice Ramjohn, Director, Ecommerce Drop Ship Specialist,Meijer/Ecommerce
Sponsors:
Get the most out of your conference registration by visiting The Solutions Zone. The Solutions Zone featurescompanies that provide technologies and services to help you optimize the effectiveness of your returnsoperations. Save valuable time! No need to run around the country or spend hours evaluating vendors- they willall be centrally located in one place at CONSUMER RETURNS 2010.
The Solutions Zone not only features companies on the bleeding-edge of returns management and prevention, butcompanies that align with your specific needs while providing optimal customer service. And it is easily accessible.
Do you have a product, solution or service that maximizes the productivity and resources for key decisionmakers of consumer goods manufacturers or retailers?
Call Scott Rossen at 646-200-7526 or email at [email protected] for
sponsorship and exhibition opportunities at Consumer Returns.
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Develop solutions alongside industry leaders by registering for the Pre-Conference workshops on October 25th. The entire day is structure to ensuyou have interactive, industry-driven, vendor-free setting. We guarantee youll take away specific solutions to your most pressing issues. Mosimportantly - workshops are a great relationship building and benchmarking tool, so remember to bring your business cards!
30 Minute: Introduction to workshop leader and topic 30 Minute: Interactive exercise where you can meet those in your group,
benchmark and find the answers you need 15 Minute: Refreshment break to mingle with other guests and get
feedback from those at other tables 30 Minute: Exercise continues, ensuring you have data and several potential
solutions you can bring back to your office
15 Minute: Workshop leaders give results of the exercise and wrap up thesession.
Note: These workshops are reserved for qualified retailers andmanufacturers ONLYSpace for each workshop is very limited and at a first come, first service basisso dont miss out!!!
Heres how each two hour session works:
Finding The Optimal Resale/Liquidation Channel To Optimize Asset RecoveryA
C
B
8:30-10:30 (Refreshment Breaks Included)
What You Will Learn: Reviewing your top business goals and objectives regarding returns andasset recovery including: True cost measurements Brand control Increase revenue through recovering and reselling of assets
Evaluate all available secondary market channels to ensure you optimize allopportunities to reduce costs and regain profits
Examine new and innovative approaches to reuse your returned or unwantedinventory by effectively collaborating with the ideal resale channels
How You Will Benefit: Benchmark against your industry peers: Use peer data to evaluate themost productive alternative markets for your product
Ensure your new resale strategies deliver improvement to your bottom line Return to the office with a checklist of latest trends in asset recovery andprofit retention strategies
Workshop Leader:
Paul FletcherVice PresidentBest Buy
Utilizing Customer Feedback And Collaborating With Your Partners To Develop Returns Prevention Strategies
12:45-2:45 (Lunch Included)
What You Will Learn: Analyzing latest market research on top reasons your products are returnedto explore how you can support the customer and prevent the return
Managing increasing customer expectations by providing in-depth salesteam training at the retail level
Collaborating with marketing to account for returns when developingmarketing copy
Providing customer support after sales to prolong your products longevity
How You Will Benefit: Explore main reasons your products are returned to focus resources on themost crucial profitability point
Educate your consumer to minimize NTF (no trouble found) returns Benchmark against industry leaders on best practices and loop holes incollaborating with your retailer/manufacturer
Bonus: Walk-away with an outline for top reasons your products arereturned and what you can do to fix it!
Workshop Leader TBD
Three External Drivers That Will Impact Every Reverse Logistic Network by 201510:30-12:30 (Refreshment Breaks Included)
What You Will Learn: How increased fuel costs will impact reverse logistics network designs How current sustainability initiatives will impact relations between retailers,manufacturers, and service providers
What are some major implications of the continuing trends to movemanufacturing off shore and outsource reverse logistics functions
How You Will Benefit: Gain a better understanding of how your world will be impacted over thenext five years
Learn how you can leverage this knowledge to cut costs on reverse logistics Walk away with insights and suggestions to minimize risks and maximizeopportunities
Workshop Leader:Curtis GrieveCEO
Greve Consulting
Workshops Sessions Monday, October 25, 2010
4 REGISTER NOW! Visit: www.ConsumerReturnsUSA.com Call: 646.200.7530 or 888.482.6012 Fax: 646.200.7535 Email: ConsumerReturns@wbresea
D Inmar Reverse Logistics Facility Tour3:00-5:00
What you will learn: How high-tech sortation equipment speeds the crediting process andimproves shipping accuracy
How trading partners collaborated to implement a one-touch processingmodel to gain efficiencies, reduce transportation costs and improvesustainability efforts
How to implement high-level security processes and deliver regulatorycompliant disposition reporting to minimize risk
How to use web-based tools to monitor inventory levels and thedebit/credit financial status, as well as to benchmark against industry peers
How you will benefit: Benchmark against those with a similar returns process Find new ways to update your current reverse logistics strategies See first hand how Inmar helps their clients manage returns as costsefficiently as possible
Bonus: Return to the office with a checklist of latest trends and bestpractices in reverse logistics and profit retention strategies
Workshop Leader:Rich FanningExecutive Vice President, Operationsinmar
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11:55 Roundtable DiscussionsImagine how much value you can receive by participating in focused,small group discussion with your peers. If you are looking to network
with your peers, this is your ideal opportunity! Get the answers you
came for! Drill down to the most critical challenges impacting yourjob.
How It Works: Take a deep dive into niche topic in an intimate and informal setting
moderated by subject matter expert
Participate in 2 roundtable discussions in this 1.5 hour session Hear what the other tables uncovered during the 10 minute, end of
session, table wrap up!
ROUNDTABLE 1: Social Media In Returns: Controlling The ImpactOf One Unhappy CustomerJames Vick, Director, Third Party Service Programs, Acer
ROUNDTABLE 2: Reverse Logistics And Test & Repair Programs:Managing For Enhanced Customer Goodwill And OptimalFinancial ReturnDan Gardner, VP Business Development, ATC Logistics & Electronics
ROUNDTABLE 3: Determining If The Product Is NTF Early In TheReturn ProcessRachel North, Director, Post Sales, Toshiba Information Systems
ROUNDTABLE 4: Analyzing Returns Data To Boost Profit MargAnd Increase The Customer ExperienceDoug Hampton, Senior Manager of Customer Operations, Sony
ROUNDTABLE 5: Improving Policies And Processes For In-StoreReturns To Reduce Fraudulent ReturnsSanford Siegel, Director, Loss Prevention Operations, GameStop
ROUNDTABLE 6: Uncovering Best Practices On Returns FromRetailers And OEMsCandice Ramjohn, Ecommerce Drop Ship Specialist, Meijer Inc/
Ecommerce
1:20 Lunch For All Attendees
2:25 Track Chairpersons Opening Remarks
2:30 PANEL: Stop Product Returns Before They Start:Improving The Customer Experience To ReduceReturns
Michael Lesshafft
Service Quality ManagerLexmark
TRACK A: Customer Optimization
Tuesday, October 26, 201Main Conference Day One
7:30 Continental Breakfast & Conference Registration
8:30 Welcome Remarks
Debra Haym
Executive DirectorConsumer Returns 2010
8:40 Chairpersons Opening Remarks
Joseph C. Lawler
Chairman, President and Chief Executive OfficerModusLink Global Solutions
9:00 Managing Returns, Repairs And Reverse Logistics In AGlobal Consumer Environment
Heinz Winkel
Global Director, Contact Center and Repair ProgramsHewlett Packard
Summarizing current global trends in repair services, specifically
green, recycling and environmental initiatives. Determining the impact of supplier management, legislations,
customer preferences and SC setups on current trends Taking a deep dive look at efficiency drivers, outsourcing, insourcing,
repair models, simple repair, repair & return, exchange, voucher,customer self repair, etc...
9:35 Finding Value In Returns
MaryAnn DAntono
Director, IT InitiativesNew Breed Logistics
10:10 Examining The Current Consumer ElectronicsLandscape
Steve Koenig
Director, Industry AnalysisConsumer Electronics Association
Explore the economic climate, current consumer spending and its
effects on returns: what are they indicating for the near future Analyze consumer electronics market data to uncover future trends
and how it affects your business, regardless of industry Uncover best practices to respond to changing consumer needs and
its effect on consumer satisfaction
10:45 Morning Networking & Refreshment Break In TheSolutions Zone
11:20 Making The Business Case For IT Investments In YourReverse Supply Chain
Karen Koewler
Director of System StrategyBest Buy
Jeff StratmanMerchant Director, Secondary MarketsBest Buy
Evaluating the effectiveness of your current IT solutions: Are they
specifically designed for the reverse logistics space? Examining the short-term, medium-term, and long-term ROI levels o
reverse-focused IT solution categories Are your forward logistics systems suitable for reverse configuration
Breaking it down on a category-by-category basis
Sponsors:
CONCURRENT TRACKS BEGIN. Choose TRACK A or TRACK B
Make The Most Of Your Time At Consumer Returns!Specially designed group discounts make sure you save money when booking your team. Make the most of concurrent tracks at the event b
bringing your teammates. With every session covered by you and your colleagues, leverage multiple case studies and panel discussions thatreflect your current initiatives and offer solutions. See page 11 for team discount information!
Afternoon Tracks On Customer Optimization
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11:55 CLOSED DOOR VIP Think Tank:Collaborating With YourRetail/Manufacturer ThroughConsistent CommunicationAnd Data Sharing Improving communication between OEMs and Retailers by
integrating sales team in returns prevention strategies Getting involved with sales in the vendor agreement process to
ensure full access to data and cost control Identifying data you can expect to get from your supply chain partners Measuring costs incurred by OEMs and Retailers to develop a
method to minimize
1:20 Retailer ONLY Workshop Lunch IncludedOvercoming The Impact Of Returns:Recapture Profits And Maintain The IdealCustomer Experience
Moderated by:Kevin Winneroski
Vice President, Secondary Markets
Best Buy
Save potentially lost revenue by benchmarking strategies against
those of your retailer peers You dont have to worry about being quotes! No press or vendors are
allowed into this session giving you a chance to speak openly about
issues Talk through your most difficult issues in a no holds barred and
non-competitive environment Its Retailers onlyneed I say more?
2:25 Track Chairpersons Opening Remarks
2:30 Create A Best In Class Asset Recovery System ToEnsure You Recapture Profits On Your Returned Item
Joe Sannella
General Manager of Product LifecycleTTE Technology
Tony SciarrottaDirector, Asset Recovery
PhilipsDan Barrett
Manager, Returns Solutions, Shipping ServicesUSPS
Debi BrownDirector, Operational ExcellenceOverstock.Com
Analyzing the ROI of utilizing a secondary sales channel to identifycriteria for product selection and avoid overspending on used produ
Negotiating with secondary retailers to ensure your returned prod
are purchased for resale Establishing relationships with supply chain partners to eliminate
redundant planning for returned goods
3:05 Changing Terms For Third-Party Collectors To DriveBest-In-Class Recovery Performance
Matt PetersonSenior Manager, Americas Service PartsDell
Review Dells current pilot initiative with third party regionalcollections providers
Understand how their new process reflects more of a true pay fo
performance model in which collections providers are paid only f
what they collect Uncover the differences between this model and their financial
incentive models currently used for all other worldwide providers
Gus Erazo
Director Of EngineeringPanasonic
Kim Folsom
Founder And CEOShowUhow, Inc.
John Ford
Member of Supplier Collaboration GroupStaples
Preventing costly returns: Manufacturers partnering with retailers toeducate shoppers at the point of sale to ensure clear expectations
Utilizing proactive solutions to help consumers self serve answer totheir own questions once they get the product home
Ensuring consumer satisfaction from showroom to family roomreduces customer support costs, increases margins, lowers product
returns and improve customer service levels
3:05 Leveraging The In-Store Experience To PreventReturns And Ensure A Satisfied Customer
Walter BroussardSenior Vice President, Store OperationsConns
Effectively scheduling your employees to ensure you have the right
balance of sales staff for the number of expected customers Training your staff how to educate the customer and answer
questions during the presales stage Work with your in-store staff to ensure the right product is
introduced to the appropriate customer to reduce NTF returns
3:40 Afternoon Networking & Refreshment Break
4:10 Net Promoter Scores: How To Make Your CustomerHappy (And Avoid Returns)
Tony Sciarrotta
Director, Asset RecoveryPhilips Consumer Lifestyle
NPS - Net Promoter Score - the new measure of the voice of theconsumer
NPS defined and measurement process explained What does it mean to a company to deliver higher levels of consu
satisfaction? How does NPS change the culture and help reduce returns?
4:45 Understanding Current Consumer Spending And ItsEffects On The Returns
Tim Conrad
Director Of Supply Chain IntegrationThe Gates Group
Analyzing consumer market data to extrapolate major trendsaffecting your industry
Forecasting future trends in returns and key strategies employed b
your industry peers to respond to changing consumer needs Utilizing lessons learned from relevant industries to integrate
innovative strategies in ensuring customer satisfaction
5:20 Track A Chairpersons Closing Remarks
6 REGISTER NOW! Visit: www.ConsumerReturnsUSA.com Call: 646.200.7530 or 888.482.6012 Fax: 646.200.7535 Email: ConsumerReturns@wbresea
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TRACK B: Asset Recovery And Recycling
Afternoon Tracks On Asset Recovery And Recycling
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5:25 Consumer Returns 2010 Cocktail ReceptionAfter a day of solutions-focused sessions, relax with fellow attendees. Make new contacts, forge relationships or
simply unwind. Take advantage of the opportunity to speak to peers and speakers off-line and gain competitivebusiness intelligence. Exchange business cards and leave with contacts from the most forward-thinking and
innovative heads in the consumer returns business.
6:30 End Of Day One
3:40 Afternoon Networking & Refreshment Break
4:10 Avoiding Damages To Your Returned Products ToMinimize Additional Costs
Mike Lyons
Founder and CEOSimpak International, LLC
Rubina FarooqDirector, Reverse Logistics
LG Electronics
Examining major reasons products get damaged during the returns
process to outline how you can prevent this Calculating the cost of damaged goods on your product to analyze
the opportunity cost of ignoring the issue Exploring major challenges faced by your partners: focus on
potential collaborative efforts you can undertake to reduce damag
in your supply chain
4:45 Maximizing Product Lifecycle By Optimizing RecyclinOpportunities
Gary Moore
Senior Manager, Reverse Logistics RecyclingSprint
Examining current legislature and most popular recycling processe
utilized today to identify most profitable for your products Exploring innovative approaches to recycle your products and avoi
leaving money on the table Analyze the cost and benefit for various recycling opportunities to
identify the most appropriate for your product
5:20 Track B Chairpersons Closing Remarks
Sponsors:
8:00 Continental Breakfast
9:00 Chairpersons Opening Remarks
9:15 Reuse And Recycle Programs At Hewlett Packard
Steve RockholdVice President, Program Management, Reuse and RecyclingHewlett Packard
Examining HPs current global commitment to reuse and recycle:What are the benefits and why its important
Why reuse and recycle? Uncovering all the hidden benefits and costs What are the innovative, cutting edge solutions available and how is
HP globally benefiting from them? Embracing mandates and mitigating recycling and reuse risks in Europe
9:50 Returning The Profit To Returns Processes
Gary Noone
VP Global Aftermarket SolutionsModusLink Global Solutions
Most of us recognize that gaining efficiency in the reverse supply chain
can enhance and extend the customers relationship with the brand,but many overlook the trapped value waiting to be uncovered by: Balancing service costs with customer expectations Optimizing the reverse product flow and disposition Driving greater recovery from product returns
10:25 PANEL: Thinking Inside the Box: Winning The Returns Game
Kristin Secreto
Vice PresidentSIRAS
Additional panelists to be confirmed. Please visit the Consumer Returnswebsite at www.consumerreturnsusa.com for updates
From the big Box (retailer) to the individual product Box
(package); panelists will discuss best practices for: Reducing and streamlining returns Identifying and eliminating fraud Minimizing warranty claims and risks
11:00 Morning Networking & Refreshment Break
11:30 Developing A Sustainable e-Waste Recycling Program
Chuck Johnston
Senior Director, Returns CenterWal-Mart
Being aware of where your e-scrap actually ends-up and the
potential impact of the materials your product is made of Improving your data analytics on volume and processing of e-waste Establishing e-waste disposal and management requirements Exploring factors influencing e-waste exporting
12:05 PANEL: How Extended Service & Handset ProtectionPrograms Can Help Reduce Consumer Returns
Rich Meehan
Director of Strategic RelationshipsAssurant Solutions
Additional panelists to be confirmed. Please visit the Consumer Returwebsite at www.consumerreturnsusa.com for updates
Reviewing the extended service contract (ESC) and handsetprotection programs
Reducing NTF returns and returns due to complex technology
through troubleshooting, technical help and over-the-wire assistanc Lowering returns through repair/replacement plans and via services
such as installations & tutorials
12:40 Lunch For All Attendees
Main Conference Day Two Wednesday, October 27, 2
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CONCURRENT TRACKS Make The Most Of Your Time At Consumer Returns!Specially designed group discounts make sure you save money when booking your team. Make the most of concurrent tracks at the event b
bringing your teammates. With every session covered by you and your colleagues, leverage multiple case studies and panel discussions thatreflect your current initiatives and offer solutions. See page xx for team discount information!
1:40 Track Chairpersons Opening Remarks
1:50 PANEL: Exploring Effective Techniques To Reduce CostsFrom Your Reverse Logistics Operations
Pam Rapp
Director, Return Center DivisionWal-Mart
Craig Sultan
Manager, Reverse LogisticsThe Home Depot
Reviewing all of your costs to determine what costs can be avoided and
where new partnerships need to be established Balance your cost cutting initiatives with your customer satisfaction
initiatives to ensure you are not cutting too deep Benchmark the success of your reverse logistics operations against your
forecasted models
2:25 Reverse Logistics: Global Centralization
Ron Sprung, DirectorReverse LogisticsCanon
Review Canons current reverse logistics program With so many options available, understand why Canon chose to be
internally focused rather than outsourcing their reverse logistics
operations Take home understanding of how Canon keeps their program consistent
across borders
3:00 Afternoon Networking & Refreshment Break
3:30 Optimize Resale While Not Impacting Your Top Item
PricesFrederick CrosbyManaging DirectoreBay
Evaluating resale channels you utilize today to ensure you are optimizingyour resources at the lowest cost
Benchmarking against your industry peers to evaluate the most
productive alternatives relevant for your product Differentiating your refurbished products vs. your top line products to
stop price cannibalization
Track Chairpersons Opening Remarks
Returns Convergence: Strategy Sync Between RetailersAnd Manufacturers
Chris Griffin
Senior Manager, Global Retail Returns Entertainment & Devices
AOC Global Services, Microsoft
Reviewing returns trends in the industry over the past 10 years Examining the reasons customers return items and how it spill back on
the retailers and manufacturers With such high numbers of NTF returns, determing how collaboration
between these groups can prevent returns pre through post purchase
Breaking Silos: Ensuring Retailers And eTailers Align
Their Returns Initiatives
Jon Heller,
Senior Director, QualityLG Electronics
Examine how multiple business units are currently contributing to rates
of product returns Ensure leaders from sales, product design, packaging, finance, andreverse logistics meet to create and execute a concerted attack on
product returns Develop a comprehensive framework for effective inter-communication
Maximizing Internal Collaboration To Provide Best-In-
Class Multi-Channel Customer ServiceCraig Sultan,Manager, Reverse LogisticsThe Home Depot
Review your current returns policies: Are your in-store and online returninitiatives the same?
Run surveys to see if your customers are reading the product return
policy before or after purchase Define best practices across your business channels to ensure higher
customer satisfaction
Track A: Reverse Logistics & Resale Optimization Track B: Relationship Optimization
4:05 State of The Practice In Consumer Returns
Mark Ferguson
Professor of Technology And ManagementGeorgia Tech
Review results from the consumer returns survey to provide benchmarking data to the audience on key metrics and practices currently used to manageconsumer returns processes
Present an overview of the problems being tackled by the academic research community and how they can help your returns processes Identify key areas that still need additional attention for future studies
4:40 End of Conference
8 REGISTER NOW! Visit: www.ConsumerReturnsUSA.com Call: 646.200.7530 or 888.482.6012 Fax: 646.200.7535 Email: ConsumerReturns@wbresea
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Assurant Solutions businesses develop, underwrite,market and administer specialty insurance, extended
service contracts and other risk management solutionsthrough collaborative relationships with leading financial
institutions, retailers, manufacturers, automobile dealers, funeral homes,
utilities and other entities. With operations in 24 cities, including executiveoffices in Atlanta, Ga., Assurant Solutions serves clients and their customers in
12 countries throughout North America, the Caribbean, Latin America, Europeand Asia. www.assurantsolutions.com. Assurant Solutions is part of Assurant, apremier provider of specialized insurance products and related services in North
American and selected international markets. Assurant, a Fortune 500
company and a member of the S&P 500, is traded on the New York StockExchange under the symbol AIZ. Assurant has over $25 billion in assets and $8
billion in annual revenue. www.assurant.com
ATC Logistics & Electronics is a premier provider of third-party logistics and supply chain services. ATCLE specializes in
forward logistics, reverse logistics, asset recovery, test &
repair, kitting & packaging, transportation management and value-addedservices for high velocity, high-tech devices, in addition to other equipment
and components. The company also operates a Foreign Trade Zone at its Fort
Worth facility. Industry focus includes wireless, broadband, electronics,
medical, industrial and automotive. ATCLEs knowledge, expertise, ITcapabilities and 99.5 percent service and quality levels enable its customers to
streamline supply chain efficiency and enhance growth and profit. For morevisit: www.atcle.com.
Brightpoint, Inc. (Nasdaq:CELL) is a global leader inproviding customized logistic services and distribution ofdevices in the wireless industry. In 2009, Brightpoint
handled approximately 84 million wireless devices globally.
Brightpoint's innovative services include forward and reverse logistics,distribution, channel development, fulfillment, product customization, e-
Business solutions, and other outsourced services that integrate seamlessly
with its customers. Brightpoint's effective and efficient platform allows itscustomers to benefit from quickly deployed, flexible, and cost-effective
solutions.
Brightpoints FTZ facilities in the Indianapolis area offer significant advantagesto companies that conduct business throughout the U.S. and around the
globe. More than 25,000 B2B customers globally, including some of the
industry's most successful OEMs, network operators, MVNOs, retailers and
dealers rely on Brightpoint to distribute their devices, expand their saleschannels and transform their logistical challenges into revenue opportunities.
In 2009 Brightpoint was included on the FORTUNE 500, and in 2007, 2009
and 2010 was selected as one of Americas Most Admired Companies byFORTUNE Magazine. Brightpoint was also named a Top 50 Logistics Provider
by Transport Topics magazine and a Top 100 3PL Provider by Inbound
Logistics magazine.
FedEx Corp. (NYSE: FDX) provides customers andbusinesses worldwide with a broad portfolio oftransportation, e-commerce and business services. With
annual revenues of $33 billion, the company offers integrated business
applications through operating companies competing collectively andmanaged collaboratively, under the respected FedEx brand. Consistentlyranked among the world's most admired and trusted employers, FedEx
inspires its more than 280,000 team members to remain "absolutely,
positively" focused on safety, the highest ethical and professional standardsand the needs of their customers and communities. For more information,
visit http://news.fedex.com/.
Inmar Reverse Logistics is the industrys leadingprovider of technology-driven reverse logistics and
supply chain solutions that enable clients to manage thephysical, financial and information flows of their supply chain.
Our solutions include:
Returns Management-- Single Source Solution from return authorization to
final disposition Asset RecoveryValue-added liquidation for discontinued, overstocks,
withdrawn, surplus, closeouts, salvage, obsolete and distressed inventory Recall Management-- Recall Management including notification, product
retrieval and payment, and regulatory complaint disposition Supply Chain Analysis-- Supply Chain Analysis for Returns Prevention,
Reduction and Avoidance Information Intelligence--Web-based actionable informationOur resources include a nationwide footprint of reverse logistics facilities, a
highly skilled team of supply chain field analysts, a technology-driven
infrastructure and a large, diverse client base. By combining expertcapabilities with a commitment to service, Inmar Reverse Logistics provides
best-in-class solutions.
Jabil is a world class EMS services provider, recentlyorganized into a three division structure focused on
Consumer, Enterprise and After-Market Services. This
$11.6 billion dollar strong company is listed on the New York Stock Exchang(NYSE) as JBL. Jabils After-Market Services divisions core business is
providing high quality, fast-turn aftermarket services for the communication
computer, medical and electronics industries. For over 27 years, Jabil has
served the worlds top OEMs with repair support and logistics services. Jabilhas dedicated services facilities located in North America, Europe, and Asia,
with 12,000 people dedicated to providing screening, testing and repairservices. Our business strategy is to develop long-term mutually beneficial
partnerships with our customers.
Liquidity Services, Inc. (LSI) is a leading onlineauction marketplace for wholesale, surplus and salvag
assets. LSI enables its corporate and government seller
to enhance their financial return on excess assets by providing a liquidmarketplace and value-added services that integrate sales and marketing,
logistics and transaction settlement into a single offering. Through our seller
relationships, LSI's marketplaces provide over 1.3 million registeredprofessional buyers access to a global, organized supply of wholesale, surplu
and salvage assets in over 500 product categories. Since inception, LSI has
conducted over 1.9 million online transactions generating over $1 billion ingross merchandise value.
ModusLink Corporation (Nasdaq:MLNK) is a leadingprovider of outsourced, global supply chain managementservices customized to meet the end-to-end needs of
technology manufacturers. Our solutions include the complete range of fully
integrated, aftermarket services, including testing, repair, RMA, reverselogistics and asset disposition, helping consumer electronics companies
provide the most efficient, timely and cost-effective aftermarket experience t
their customers. For additional information, visitwww.moduslink.com/aftermarket
New Breed is a privately-held, third party logisticsprovider, offering value-added and information
technology-driven supply chain solutions for aftermarket
& service parts management & delivery, warehousing &distribution, manufacturing support, returns management, refurbishment &repair, materials management, transportation management, and supply chain
consulting. New Breeds reputation for excellence in implementing and
operating large, comprehensive programs that transform its clientsbusinesses has earned New Breed a host of industry-leading clients.New
Breeds infrastructure consists of more than 50 distribution center operation
across millions of square feet of ISO 9001:2008 quality certified operations;with more than 7,000 employees including 500 logistics, IT, and engineering
professionals; and information technology applications that are
unprecedented in the logistics industry.
About Our Sponsors
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8/9/2019 Consumer Returns 2010 Brochure
10/120 REGISTER NOW! Visit: www.ConsumerReturnsUSA.com Call: 646.200.7530 or 888.482.6012 Fax: 646.200.7535 Email: ConsumerReturns@wbresea
ShowUhow, Inc. provides a video-based platform thatenables retailers and manufacturers to show their
consumers how to set-up and use consumer productseasily. The platform hosts and delivers straightforward and engaging video
instruction guides that educate shoppers with step-by-step instructions that
reduce expensive customer support calls and product returns. The result:improved consumer experience and margins. In addition to producing high
quality, high definition videos, the ShowUhow platform also helps consumers
order parts, register products for warranty, and provides buyer intelligenceincluding consumer feedback and market research. ShowUhow hosts the
video instruction guides and syndicates them to manufacturers sites,
retailers sites and social media. ShowUhow is at work with leading consumer
electronics and appliance manufacturers to ensure easy set-up, installationand use. Clients such as Whalen Furniture, Swann Security and Step 2 are
using ShowUhow with 8 of the top 11 retailers including Costco, Best Buy,
Amazon, Walmart, Sears/Kmart, JC Penney, Radio Shack, Buy.com, andToysRUs.
Simpak International LLC was given a challenge bycompanies in the Consumer Returns Industry to address
the problem of reducing the amount of damage their
products incur being returned to them for repair or buyers remorse. Simpakmanufacturers a patented protective packaging product that can be custom
designed to protect products such as LCDs, laptops, and many other
electronic parts. We have shown to dramatically reduce the not only the
damage that was occurring on the incoming returns, but also that ourpackaging could be reused to further reduce packaging costs to safely ship
the repaired product back to the customer. If you would like to have a free
packaging analysis to protect your product with our environmentally friendlySimpads give us a call. Michael Lyons President of Simpak International LLC
SIRAS is the pioneer in Point-of-Sale (POS) ElectronicProduct Registration and return validation technology
which allows retailers and manufacturers to trackproduct, reduce returns and fraud, protect inventory, recover stolen product,
validate warrantees, and improve forward and reverse logistics. SIRAS
establishes a unique fingerprint for every product, preserving consumeranonymity. At the same time, SIRAS provides valuable tools for its
manufacturing, retailer and law enforcement partners to optimize operation
resolve investigations, and improve the consumer experience. SIRAS alsoprovides law enforcement and retail loss prevention professionals FREE acces
to the SIRAS P.I. network, for use as a crime fighting tool to help track
product and establish ownership.
The US Postal Service is the largest distributionnetwork in the world, delivering nearly 200 billion
pieces of mail every year. Its the only service thatgoes to every address and PO Box in America. We provide a gateway to
every American household helping businesses stay in business. Our
specialists can help customers with direct marketing, international shipping,financial transactions, customized shipping and e-Commerce solutions
todays Postal Service does a lot more than deliver mail. The Postal Service is
committed to preserving its place among the worlds leading businesses as transforms itself to meet the challenges of the 21st century.
GoingToMeet.com is your preferred website for it is an efficientguide to the most relevant, recent global events. It links you to the
event's website, thus letting you know how you may participate(e.g. speaker, presentor, exhibitor). And a contact us menu allowing
you to communicate with event organizer or GTM.
Inbound Logistics mission is to provide todays businesslogistics managers the information and expertise they need tospeed cycle times, reduce inventories and get closer to their
markets and customers. By pairing old and new media, Inbound Logistics
editorial delivers the most up-to-date supply chain information to help
readers discover and create wealth for their companies.
For over 175 years, The Journal of Commerce has been themost trusted source of intelligence for international logisticsexecutives to help them plan their global supply chain and
better manage their day-to-day transportation of goods and commodities in
the United States and internationally. This information is delivered throughnew, analysis, case studies, and perspective pieces back by PIERS Global
Intelligence Solutions data.
Loss Prevention is a high-quality, contemporary magazinededicated to providing in-depth, timely articles of high interest
to loss prevention professionals and retail management.
Covering wide-ranging topics from investigations to technology tomanagement skills, LossPrevention focuses on best practices and educational
content critical to the growth of the LP professional from the store level to
the executive suite. LossPreventions content is delivered via a bi-monthlyprint edition, daily updated web site, monthly e-newsletter, and interactive
digital archives.
The Mission of SIA is to create a forum where service partnershipsare made and business transactions are completed and to serve as a
forum where every member can enhance their business and to takecollective action for the betterment of the industry whenever necessary. SIA
promotes an open environment of interdependence & co-operation betweenmanufacturers, independent servicers and users by providing value-adding
solutions for customers. For information on SIA and the annual Executive
Summit held each March at the Mirage go to their website atwww.servicenetwork.org or call 619-221-9200.
SupplyChainBrain is the worlds mostcomprehensive supply chain managementinformation resource. In addition to providing
complete coverage of all fundamental supply chain principles,
SupplyChainBrain identifies emerging trends, strategies and best practices,forward thinking ideas, cutting-edge solutions and the latest innovations -
and continues to write and report on these as they evolve and mature.
SupplyChainBrain is for the high-level executive concerned with managingrisk, aligning the supply chain with corporate planning, achieving competitiv
advantage, balancing customer demands with the need to control cost, and
improving the bottom line. The industrys most experienced staff and manywell respected content partners offer executive decision-makers a synthesis o
many minds, singularly focused and delivered in the medium they choose.
www.supplychainbrain.com
Supply & Demand Chain Executive is the executive'suser manual for successful supply chain transformation,
utilizing hard-hitting analysis, viewpoints and unbiasedcase studies to steer executives and supply management professionals throug
the complicated, yet critical, world of supply and demand chain enablement t
gain competitive advantage. On the Web at www.SDCExec.com.
About Our Media Partners
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8/9/2019 Consumer Returns 2010 Brochure
11/12
For Group Discount And SalesPlease Contact:
Bill Penney
Phone: +1 (866) 691-7771
Fax: +1 (416) 598-1452
Email: [email protected]
Purchase Select Audio Presentations From This Event!!
Can't make it to Consumer Returns 2009? No need to worry. You can purchase select audio presentations tshare with your team. Register for the event today and get your VIP package for an extra $250! That's asavings of 40% for the CD ROM!
*Presentations available at the approval of the conference speakers. Allow 3-4 weeks after the event forshipping.
VIP Package (Select any packageabove and for an additional $250 gain access to select audiopresentations to this event)
CD-ROM Only: $580
Please note: All discounts are valid for manufacturers and retailers only
*Others includes any service provider to manufacturers and retailers - solution providers, 3PLs, consultants or any third partvendors that partner with or provide services to manufacturers and retailers.
No two discounts can be combined, including team & early bird discounts. Payment is due in full at the time of registration.Your registration will not be confirmed until payment is received and may be subject to cancellation. Discounts apply only toqualified manufacturers. A qualified manufacturer is not: Any service provider to manufacturers, including software vendors,technology vendors, solution providers, 3pls or consultants. Discounts do not apply to sponsoring/exhibiting companies. Teamdiscounts must be booked and paid for at the same time.
WBR reserves the right to enforce pricing on the basis of job title and company type. Fee includes continental breakfast, lunccocktail receptions and conference documentation. Please note that Connecticut residents must add 6% sales tax to theirregistration fee.
$200 Discount If Paid $100 Discount If Paid Full ConferenceIn Full By August 27 In Full By Sept 25 Price
Retailer and Manufacturer Only Summit (October 25, 2010)+ Two Day Main Conference (October 26-27, 2010) $1,599.00 $1,699.00 $1,799.00
Two Day Main Conference (October 26-27, 2010) $1,099.00 $1,199.00 $1,299.00
Pricing For Retailers and Manufacturers
Group Discounts for Retailers and Manufacturers:
Pricing For Resellers, Remanufacturers And Liquidators:
$250 Discount If Paid $150 Discount If Paid Full ConferenceIn Full By August 27 In Full By Sept 25 Price
Retailer and Manufacturer Only Summit (October 25, 2010)+ Two Day Main Conference (October 26-27, 2010) $1,549.00 $1,649.00 $1,749.00
Two Day Main Conference (October 26-27, 2010) $1,049.00 $1,149.00 $1,249.00
Groups of 2-3 (Price listed per person)
$300 Discount If Paid $200 Discount If Paid Full ConferenceIn Full By August 27 In Full By Sept 25 Price
Retailer and Manufacturer Only Summit (October 25, 2010)+ Two Day Main Conference (October 26-27, 2010) $1,499.00 $1,599.00 $1,699.00
Two Day Main Conference (October 26-27, 2010) $999.00 $1,099.00 $1,199.00
Groups of 4+ (Price listed per person)
$200 Discount If Paid $100 Discount If Paid Full ConferenceIn Full By August 27 In Full By Sept 25 Price
Two Day Main Conference(October 26-27, 2010) $1,699.00 $1,799.00 1,899.00
Pricing For All Others*:
Full ConferencePrice
Two Day Main Conference (October 26-27, 2010) $2,599.00
Registration Information
Hotel Information
Westin Galleria Dallas13340 Dallas ParkwayDallas, TX 75240Phone: (972) 934-9494 Fax: (972) 851-2869
New Location and Venue!
Newly-transformed, The Westin Galleria Dallasis the gateway to all points north, south, eastand west in the Metroplex. Enjoy access to thebest shopping, dining, and entertainment inprestigious North Dallas. The hotel is located
within the impressive Galleria shopping centerwith over 200 shops, restaurants, andattractions all just an elevator ride away.
Consumer Returns has procured a reducedconference rate of $149 per night (plustax). To make your reservations, call theWestin Galleria at +1 972.934.9494 andidentify yourself as a Consumer Returnsattendee. Rooms are limited and are on a firstcome, first served basis, so make yourreservation as soon as possible. Thediscounted rate expires on October 4th.After October 4th, rooms may still be available,so inquire with the hotel if you have missedthe cut off date.
For every registration received for Consumer Returns, WBR will donate a portion o
the registration fee to Smile Train. For more information about WBRs involvemenwith Smile Train, please visit www.ConsumerReturnsUSA.com.
Sponsors:
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8/9/2019 Consumer Returns 2010 Brochure
12/12
TheONLYreturnsmanagementev
enttailoredspecificallyfor
consum
erelectronics,homeapplia
nces,andtelecommunicatio
ns
October25-27,2010
|TheWestinGalleria,Dallas,TX
www.ConsumerReturnsUSA.com
potentialtosaveusthousan
dsofdollarsinreturns!
-RaymondBunora,ITandLogistics
Manager,JanomeAmerica
Delegate Details Please photocopy this form for additional registrations.
(Mr./Ms./Dr.) First Name ___________________________________________________________Last Name ______________________________________________________________________
Title __________________________________________________________________________
Address _______________________________________________________________________
City __________________________State _____Zip ___________________________________
Phone (_____) ____________________Fax (_____) ____________________________________
E-Mail_________________________________________________________________________
Payment Methods: Check enclosed for ______________ payable in U.S. $ to WBR
EFT or WIRE TRANSFER PAYMENT DETAILS: HSBC Bank USA, 452 Fifth Ave, New York, NY 10018
Routing #: 021001088; SWIFT: MRMDUS33 Worldwide Business Research USA LLC: 619782161 Reference: 14680.003
Charge to my: AMEX Visa MasterCard Diners Club Discover Card
* Connecticut residents must add a 6% tax to their registration fee.
Card # ____________________________________________________________________________
Sum of ___________________________ Exp Date: _______________________________________
Cardholders Name__________________________________________________________________
Signature _________________________________________________________________________
Please visit www.ConsumerReturnsUSA.com FAQ page for cancellation, postponement and substitution policies.
WBR
535 Fifth Avenue, 8th Floor
New York, NY 10017
Five Easy Ways To RegisterONLINE www.ConsumerReturnsUSA.com
EMAIL [email protected]
FAX This form to us at 1-646-200-7535 and you will becontacted for payment details .
MAIL Your registration form and payment details to:Worldwide Business Research535 5th Avenue, 8th Floor, New York, NY 10017
CALL 1-888-482-6012 or 1-646-200-7530
When registering please provide the code above.
Your priority booking code is:
14680.003/
Attention Mailroom: If undeliverable to the addressee, this tsensitive information should be forwarded to:Retailers: Head of Store OperationsManufacturers: VP of Service
YES! I will attend Consumer Returns 2010!For package and pricing information, see page 11
Two day Main Conference +Pre-Conference Workshops
Two Day Main Conference
Workshops
Please R.S.V.P for workshops you want to attend: A B C D
October 25-27, 2010The Westin GalleriaDallas, TX
REGISTERNOW!
Visit:www.ConsumerReturnsUSA.com
Call:646.200.7530or888.482.6
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