Download - Consumer Returns Management 2019 · Fashion & Apparel/ Jewelry ... Omnichannel shopping increases the complexity of returns. Many retailers report seeing more online purchases returned

Confidential preliminary program. Session, topics and times subject to change. Program director: Antonia Kay, 646 200 7826, [email protected]

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Consumer Returns Management 2019 October 21-23, 2019 | Austin, TX

Reducing Returns, Unleashing Profitability.

The premier conference for reverse logistics and returns management professionals

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http://wbresearch.com

https://consumerreturns.wbresearch.com/


About Consumer Returns Consumer Returns is a must attend annual event for operations, logistics, returns management, asset protection and customer experience executives responsible for driving revenue through returns reduction and efficient returns management. Consumer Returns has been running since 2007 and we’ve seen exponential growth over the past few years. We hosted 350+ attendees in 2018 and are expecting 450+ attendees in October. Our Top Peer-Suggested Themes for 2019 Include:

Omnichannel retail and returns

Returns prevention and reduction

Returns fraud prevention, asset protection

Customer-centric return policies

Efficient manufacturer-retailer partnerships

Returned inventory ROI maximization

Reverse logistics optimization

B-stock products and secondary markets disposition

Responsible recycling and disposal

Consumer data security

Regulatory compliance

Who Attends Consumer Returns?

You will meet and network with industry leaders and practitioners from top retail and manufacturing organizations, as well as the world’s most innovative start-ups:

VPs/Directors/Managers/Heads of:

• Reverse logistics/logistics • Supply chain • Supply planning • Operations • Returns & distribution • Customer care • Customer experience • Merchandising • Planning • Transportation • Asset recovery • Loss prevention • Distribution center • Warehouse management

Key Industries Represented at the Event: Consumer Electronics Telecommunications Membership-Based Retail Fashion & Apparel/ Jewelry Sporting Goods Office Supplies Furniture/Home Improvement F&B/Grocers/Convenience Stores Beauty and Personal Care Automotive



Research notes What are the top challenges on retail executives’ agendas?

1. Cost reduction and reverse logistics optimization/maximizing ROI of returned inventory 2. Converting returns into opportunities and better customer experiences/brand loyalty/returns prevention 3. Overcoming the complexity of omnichannel returns 4. Brand protection in secondary markets/avoiding risks of improper merchandise disposal

Annual returns rates: Reported total merchandise returns went up from $351 billion

to $369 billion within the past year (2018 2019)

Buy Online Return In store (BORIS) Growth: Omnichannel shopping increases the complexity of returns. Many

retailers report seeing more online purchases returned to physical

locations.



Speaker Faculty:

Multi-Line Retailers 1. Ryan Moss, Business Development Manager, Amazon Renewed #3 NRF Top 100 Retailers 2019 2. Irene Quarshie, Vice President, Global Supply Chain & Logistics, Target Corporation #8 NRF Top 100 Retailers 2019 3. Michael McKinney, Senior Divisional Asset Protection Leader, Rite Aid Corporation #22 NRF Top 100 Retailers 2019 4. Scott Sanford, Director of Loss Prevention, goPuff 5. Julie Bray, Senior Manager, RTV & Returns Planning, Operations Planning and Optimization, QVC #40 NRF Top 100 Retailers 2019

Membership-Based Retail

6. Sharon Su, Director of Product Management, Reverse Logistics and Backroom Operations, Sam’s Club a Walmart company #1 NRF Top 100 Retailers 2019

7. Tim Quinn, Distribution Operations Director, BJ’s Wholesale Club #37 NRF Top 100 Retailers 2019 8. John Komaromy, Director of Transportation and Reverse Logistics, Purchasing Power

F&B/Grocers

9. Ray Doustdar, Founder & CEO, BUICED Furniture/Home Improvement

10. Justin Henkenberns, Senior Leader, Profit Protection & Security, Restoration Hardware 11. Chuck Zegrati, Director of Quality, True Value #89 NRF Top 100 Retailers 2019 12. Jake Velikonia, Director of Operations, Build.com 13. Trish Boehm, Director of Operations, Home Depot

Fashion & Apparel/ Jewelry

14. Rufus McLain, Director of Operations, Stitch Fix 15. Stephanie Sexton, Manager - Order Life Cycle and Customer Delivery Experience, Abercrombie & Fitch 16. Marie Elkenany, Manager, Product Management, Macy’s #17 NRF Top 100 Retailers 2019 17. Brad Zinser, Senior Product Manager, Nordstrom #30 NRF Top 100 Retailers 2019 18. Richard Proud, Former Vice President of Planning, Allocation and Regional Buying, Groupe Dynamite 19. Lindrick Sands, IB/OB Area Manager, Belk #99 NRF Top 100 Retailers 2019 20. Roman Sobieri, Head of Global Shipping, Etsy

Automotive

21. Marc Patrouch, Senior Director, Asset Protection and Productivity, Advance Auto Parts 22. Pete Capuano, Director, Inventory Optimization, Advance Auto Parts 23. Jason Kovacs, Director of Reverse Logistics, Comoto 24. Shane Ackerman, Returns Manager, Comoto

Consumer Electronics



25. Jeremy Witte, Former Vice President, Returns, Damages, and Recommerce, Best Buy #13 NRF Top 100 Retailers 2019 26. Nate Omann, Director, Reverse Supply Chain, Best Buy #13 NRF Top 100 Retailers 2019 27. Brian Plott, Director of Recommerce, Best Buy #13 NRF Top 100 Retailers 2019 28. Tom Maher, Senior Vice President Global Service Parts, Dell Technologies #6 Forbes - 2017 World's 25 Biggest Tech Companies 29. Mike Burris, General Manager N.A. Sales, Dell Technologies #6 Forbes - 2017 World's 25 Biggest Tech Companies 30. Greg Skrovan, Senior Manager, Global Reverse Logistics Organization, Intel Corporation #51 Industry Week Global Top 1000 Manufacturers

31. Rich Bulger, Director of Reverse Logistics, Cisco #62 Industry Week Global Top 1000 Manufacturers 32. Kirstin Neira, Excess Inventory Management, Lenovo #75 Industry Week Global Top 1000 Manufacturers 33. Joyce Cruts, Vice President, Supply Chain & Operations, Acer #525 Industry Week Global Top 1000 Manufacturers 34. Julie Ryan, Senior Manager, NA Returns & Remarketing, HP #63 Industry Week Global Top 1000 Manufacturers 35. Steve Freemerman, Director Global Reverse Logistics, GoPro #496 Industry Week US Top 500 Manufacturers 36. Larry Maye, Director of Global Reverse Logistics, Fitbit #355 Industry Week US Top 500 Manufacturers 37. Tom Gratiano, Senior Manager, Global Reverse Logistics, Bose Corporation 38. Liza Shanks, Logistics and Transportation, Molekule 39. Jan Peels, Vice President, Global Quality, Allegion 40. Ryan Bond, Quality Manager – Olathe DSC, Allegion 41. Ray Richardson, Senior Project Manager – Customer Care, Arlo Technologies 42. Kyle Wiens, Co-Founder & CEO, iFixit

Telecommunications

43. John Green, Director, Supply Chain Reverse Logistics, Verizon Wireless #24 NRF Top 100 Retailers 2019 44. Jeong Lee, Senior Manager, Reverse Logistics, US Cellular 45. Tom Orlando, Logistics Manager, US Cellular

Regulatory, Academics, Industry Associations

46. Brian Daigle, International Trade Analyst, United States International Trade Commission 47. Robert Casanova, International Trade Analyst, United States International Trade Commission

48. Tony Sciarrotta, Executive Director, Reverse Logistics Association 49. Corey Dehmey, Executive Director, SERI

2019 Partners

50. Paul Baum, CEO & Founder, PlanITROI 51. Patrick Wiedemann, Group CEO, RLG 52. Fizah Jadhavji, CEO, Vivitech Solutions 53. John Sedej, SVP, Strategic Relationships and Partner Solutions, Clover Wireless 54. Barry Grant, Vice President Product, Narvar 55. David Sobie, CEO & Co-Founder, Happy Returns 56. Nathan Henderson, Chairman & CEO, BILT Inc. 57. Daniel O’Neill, Vice President, Client Solutions, Liquidity Services



Consumer Returns 2019 (Oct. 21-23, Austin, TX) Preliminary Program

Day One - Monday, October 21

RETURNS PREVENTION & COST REDUCTION IN THE AGE OF E-COMMERCE

7:00-8:00

Continental Breakfast & Registration

8:00-8:10

Welcome Remarks & Ice Breaker o Antonia Kay, Program Director, Consumer Returns

8:10-8:20

Chairperson’s Opening Address

Paul Baum, CEO & Founder, PlanITROI

8:20-8:40

Keynote: The New Retail - The “3-Headed Monster, And Why You Need All 3 Heads!"

Ray Doustdar, Founder & CEO, BUICED Today’s “Purchase Landscape” is unlike anything this world has even seen, primarily because the Internet has created a new channel of distribution that allows you to “get whatever you want”, practically now "whenever you want" via your mobile device, and thus traditional shopp ing as we know is not dead, but it has evolved. The main question is, what is the right approach for your business? The common goal is having a holistic view and better understanding of what your customer really wants and selling them the product that they ask for, all while delivering enhanced shopping experience. This is a returns prevention formula that works, but what are the steps one needs to take in order to actually create an effective customer journey map? Ray Doudstar, Founder and CEO of BUICED, a liquid multivitamin company, recently went from ZERO to WALMART, and he is here to share his story with you! He will help you understand the trials & tribulations that he has gone through – from Buiced.com to Amazon.com to Walmart – and the road he continues to navigate as he sets his sites on a global brand benefiting the health of consumers across the world! Main session takeaways include:

- Putting your customer at the heart of your forward- and reverse logistics strategy - Getting better visibility and understanding of your consumer segments (age, geography, etc.) through profiling and data analysis - Leveraging customers’ feedback about positive and negative experience to eliminate pain points and identify critical opportunity areas - Deepening your internal stakeholders’ understanding of customer behaviours and experiences across multiple touchpoints in their journey



8:40-9:05

Keynote: Product Returns – Moving from Necessary Evil to Desired Outcome Rich Bulger, Director of Reverse Logistics, Cisco

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

9:05-9:45

Panel Interactive: Reducing the Costs of Returns

Moderated by Paul Baum, CEO & Founder, PlanITROI

Nate Omann, Director, Reverse Supply Chain, Best Buy

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

Jake Velikonia, Director of Operations, Build.com

XPO Logistics 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

9:45-10:00

Panel Interactive Working Groups: Reducing the Costs of Returns


Nate Omann, Director, Reverse Supply Chain, Best Buy

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

Jake Velikonia, Director of Operations, Build.com

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



10:00-10:40

Morning Refreshment and Networking Break

10:40-11:20

Panel: Revitalizing Your Surplus Retail Inventory

Moderated by Daniel O’Neill, Vice President, Client Solutions, Liquidity Services

Trish Boehm, Director of Operations, Home Depot

Jake Velikonia, Director of Operations, Build.com 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:

- Best practices in automating returns flows and optimizing returns management programs globally

- Freeing up resources to focus on growth through partnerships with third parties

- Increasing inventory recovery potential while mitigating regulatory risks

- Ensuring that your goods reach their final destination quickly and efficiently

11:20-11:40

Keynote: The Anatomy of an Unboxing Experience and Returns Prevention

Nathan Henderson, Chairman & CEO, BILT Inc. 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.

11:40-12:20

Panel: Delivering An Out-Of-Box Experience That Goes Beyond The Product


Roman Sobieri, Head of Global Shipping, Etsy

Liza Shanks, Logistics and Transportation, Molekule

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

12:20-1:20

Lunch For All Attendees Private Lunch Workshop

Track A: Omnichannel Retail & Returns Track B: Electronics in the Secondary Market

Track C: Fashion & Apparel Track D: Networking Meetups *Invite-Only – pre-event RSVP required 1:20-

1:30 Track Chairman Opening Remarks Track Chairman Opening Remarks Track Chairman Opening Remarks

1:30-1:50

Case Study: Preventive Focus on Reducing Consumer Returns – A Retailer’s Perspective

Chuck Zegrati, Director of Quality, True Value

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

Case Study: Driving Costs Out Of Returns While Creating Value For Your Supply Chain

Tom Orlando, Logistics Manager, US Cellular

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

1:30-2:10 Panel: Combatting Increasing Volumes of E-Commerce Returns in Fashion & Apparel

Marie Elkenany, Manager, Product Management, Macy’s

Rufus McLain, Director of Operations, Stitch Fix

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

Networking Meetup 1:20-2:05 Retailers Only Networking Meetup

Irene Quarshie, Vice President, Global Supply Chain & Logistics, Target Corporation

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



customer-manufacturer-retailer engagement and collaboration, as well as the wholesaler’s holistic approach to maintaining a less than 1% return rate.

flexible returns policies - Growing your online sales and

balancing out increasing volumes of returns

- Capturing new opportunities presented by consumer data collection

sign-up required**

1:50-2:10

Optimizing Omnichannel Returns Through Concierge-Level Service and Returns Data Analytics

Barry Grant, Vice President Product, 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

Leveraging Advanced Data Analytics To Determine Fair Market Value of Returns

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

With the explosive growth of eCommerce sites and search engines, finding pricing data on new and used products is relatively easy. But with the number of sites and listings growing every day, online searching can easily lead to data overload. Pricing data is important, but data by itself is not enough. One needs to understand the timing and context of the pricing data, including the many macro and micro drivers impacting the 'offer' and 'sold' prices. This presentation will provide an overview on how to Leverage Advanced Data Analytics to Determine Fair Market Value of Returns including: - Identification of the 'drivers'

impacting pricing (macro and micro)

- Collection methodologies (how to collect and store)

- Management of data (data quality

2:10-2:20 Innovation Spotlight

2:20-2:50 NETWORKING MEETUP: Serial Returners: The Conversion Opportunity

Returns are the new normal for a wide range of retailers and manufacturers. Fashion and apparel sector is particularly affected by the epidemic of the ever-increasing return rates. However, with the right approach and efficient processes in place, returns can be prevented or converted into a competitive advantage, becoming the main driver behind your customers’ loyalty and profitability. Join this networking meetup to explore the latest in: - Tracking consumers’ buying history

for better segmentation, serial violators identification and prevention of excessive returns

- Converting “wardrobers” and “fitting roomers” into customers who don’t hurt margins

- Using online fitting tools and customer’s feedback to promote the



investing in additional real estate.

and governance) - Analysis (data exploration) and

Visualization (seeing the patterns) - Predictive pricing analytics (data

mining and machine learning)

selection of the right size and fit

2:10-2:50

Panel: Managing E-Commerce Transportation and Fulfilment Logistics

Lindrick Sands, IB/OB Area Manager, Belk

John Komaromy, Director of Transportation and Reverse Logistics, Purchasing Power

Robert Casanova, International Trade Analyst, United States International Trade Commission

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 session 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

Panel: Best Practices in Returned Products Testing and Secondary Market Placement

Tony Sciarrotta, Executive Director, Reverse Logistics Association

Julie Ryan, Senior Manager, NA Returns & Remarketing, HP

Mike Burris, General Manager N.A. Sales, Dell Technologies

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

Networking Meetup 2:25-3:10 The Evolution of Last Mile Logistics Small Group Networking: Join this workshop for a collaborative discussion about wide-ranging benefits and concerns inherent in last mile logistics, and how you can leverage the final mile of delivery to deliver products to consumer quicker and at the lowest possible cost. **By invite only, advance sign-up required**



purchase-return cycle

2:50-3:30

Afternoon Refreshment & Networking Break

3:30-3:50

Keynote: Global Returns and International Reverse Logistics

Patrick Wiedemann, Group CEO, RLG

3:50-5:00

Interactive Roundtable Discussions 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. Returns and Warranties: Tactics for Winning in Reverse Logistics

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

3. Reducing Returns through Quality Control and Automation

Robert Casanova, International Trade Analyst, United States International Trade Commission

4. Managing Liquidation in a Franchise Model 5. Selecting Technology For Reverse Logistics Optimization 6. No-Trouble-Found Returns 7. The Future of Parts Management and Repair Traceability 8. Order Fulfillment Automation 9. Working With 3PLs To Mitigate Supply Chain Disruptions 10. Best Practices in Return Shipping

5:00-5:20

Case Study: Cost-Saving Practices In Returns Management

Jan Peels, Vice President, Global Quality, Allegion

Ryan Bond, Quality Manager – Olathe DSC, Allegion Join Allegion’s executives from the Global Quality and Distribution teams for an overview of their company’s pragmatic approach to reducing reverse logistics costs, optimizing their returns management processes and meeting customers’ expectations for Schlage premium, secure door locks. Main takeaways include: - Cost avoidance versus recovery, a manufacturing point of view



- Reversed Logistics as a journey - Setting up a returns recovery process

5:20-6:30

“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!

6:30 Conclusion Of Day One

Day Two - Tuesday, October 22

NEW DIMENSIONS IN CUSTOMER LOYALTY, BRAND PROTECTION AND RISK MITIGATION

7:00-8:00

Continental Breakfast & Registration Breakfast VIP Think Tank – Retail and Manufacturing Leadership *Invite-Only – pre-event RSVP required

8:00-8:10

Welcome Remarks o Antonia Kay, Program Director, Consumer Returns

8:10-8:20

Chairperson’s Opening Address o Paul Baum, CEO & Founder, PlanITROI

8:20-8:40

Slido Q&A: Brand Protection in Secondary Markets

Joyce Cruts, Vice President, Supply Chain & Operations, Acer All brands aim to regulate the quantity and quality of their products, however having a full visibility and control over secondary market distribution is not an easy task at hand. Any misstep by a reverse logistics team or a reseller may easily translate into a decrease in a brand’s ranking as a top recognized company and eat into the primary market profits. Join this interactive Slido session with real-time Q&A to shape the discussion, from start to finish, by choosing scenarios you’d like Joyce to focus on! Key takeaways include:

- Improved channel management and product disposal - Contractual agreements that protect your brand - Preventing your products from entering uncontrolled marketplace - Consumer education programs



8:40-9:20

Panel Control Over Secondary Market Distribution – Avoiding the Risks of Improper Merchandise Disposal


Julie Ryan, Senior Manager, NA Returns & Remarketing, HP

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

Fizah Jadhavji, CEO, Vivitech Solutions OEMs clearly understand implications of returned inventory improper disposal or liquidation. Products that are being resold on secondary markets pose challenges of potential warranty claims, poor brand image perception and more. Whether your organization is large or small, achieving the goal of improved end-to-end returns processes and value recapturing is likely to be among your top priorities. But can you ensure that your returned inventory doesn’t end up on grey and black markets and damage your brand and relationship with the consumer? Our expert panelists will discuss best practices in: - Turning returns into a revenue opportunity while minimizing brand damage risks associated with B-stock merchandise - Identifying optimal, cost-effective and reliable channels for the returned inventory disposition - Processing returns quickly, intuitively and with minimal losses - Effectively tracking returned merchandise as it moves throughout the reverse logistics lifecycle

9:20-9:40

Investigative Case Study: Understanding Gift And Credit Card Fraud and Investigative Process

Scott Sanford, Director of Loss Prevention, goPuff Gift and credit card fraud is one of retailers’ top payment challenges and concerns. If you are looking to understand how to NOT become an easy target for criminals, make sure to join Scott Sanford for his investigative case study! Throughout his 25+ years’ career in loss prevention, Scott has led fraud prevention initiatives for major retailers including Ulta Beauty, Dollar Express, Best Buy, Barnes & Noble, Dunham’s Sporting Goods, and Lowes among others, and he is joining us at Consumer Returns to discuss GoPuff, an innovative digital convenience delivery service, and the company’s best practices in payment fraud prevention. Session takeaways include:

- How has the implementation of EMV chip cards and readers change payment fraud detection? - What are the best practices in identifying fraudulent payment schemes? - What is the best course of action if you suspect gift and credit card fraud? - How to avoid processing fraudulent transactions and liabilities?

9:40-10:20

Morning Refreshment and Networking Break



10:20-11:00

Panel Interactive: Combating Return Fraud and Counterfeit Scams


Brad Zinser, Senior Product Manager, Nordstrom

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

Stephanie Sexton, Manager - Order Life Cycle and Customer Delivery Experience, Abercrombie & Fitch The National Retail Federation 2018 Organized Retail Crime Survey exposed staggering numbers – for every $100 in returns, an estimated value of $5 (or 5%) is lost to return fraud. To put it in perspective, the U.S. retail industry loses over $18 billion to annual merchandise return fraud, with shoplifting, employee return fraud and fraudulent/stolen returns being the top three categories of retail abuse. Our expert panelists offer their take on offsetting the return fraud repercussions and discuss fraud prevention methodologies that have been proven to work: - Best practices in protecting your brand and reputation from fraud returns and counterfeiting - Top tactics in assessing returned inventory for potential fraud - Leveraging technology to prevent retail return fraud and warranty abuse

11:00-11:20

Panel Interactive Working Groups: Combating Return Fraud and Counterfeit Scams


Brad Zinser, Senior Product Manager, Nordstrom

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

Stephanie Sexton, Manager - Order Life Cycle and Customer Delivery Experience, Abercrombie & Fitch Networking opportunity: Discuss your pressing return fraud prevention challenges and possible solutions in a small group setting in response to a question/challenge posed by the panel moderator.

11:20-11:40

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

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



11:40-12:00

Keynote: Turning Returns Into Positive Customer Experience

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

12:00-12:20

Keynote: The Business Case for Customer-Centric Returns

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

12:20-1:20

Lunch For All Attendees Private Lunch Women in Reverse Logistics Lunch *Ladies only *Limited Availability – pre-event RSVP required Who Runs the World? Girls! Back by popular demand! Ladies, we invite you to meet and network with like-minded female retail practitioners over lunch, make new friends and share your tips and tricks for achieving a healthy work-and-life balance and conquering the world of reverse logistics. Make sure to RSVP in advance!

Track A: Retailers & Manufacturers: Partnerships That Work

Track B: Returned Merchandise Recovery Maximization

Track C: Responsible Supply Chain Track D: Networking Meetups *Invite-Only – pre-event RSVP required



1:20-1:30

Track Chairperson Opening Remarks

Track Chairperson Opening Remarks Track Chairperson Opening Remarks 1:20-2:05 Best Practices in Fraud Prevention Small Group Networking: Discuss best practices in fraud prevention with 15-20 industry practitioners in response to a challenge posed by the meetup host. **By invite only, advance sign-up required**

1:30-1:50

Case Study: New (Old) Realities Shaping E-Commerce and Returns Management

Richard Proud, Vice President of Planning, Allocation and Regional Buying, Groupe Dynamite

Case Study Interactive: Best Practices In Asset Recovery And Product Refurbishment

Larry Maye, Director of Global Reverse Logistics, Fitbit

Larry will discuss Fitbit’s recent success in maximizing refurbished product utilization, the reasons behind this approach and the impact it has had on warranty support strategies, as well as new reverse logistics and secondary market opportunities his team will be focusing on this year. Key takeaways include:

- Best practices in processing returned

inventory and identifying optimal proportion of products for refurbishment

- Relieving a capacity constraint for new product manufacturing through product refurbishment and secondary market utilization

- Offsetting negative impact of refurbished inventory on new products sales

- Avoiding profit drains throughout the asset recovery lifecycle

Case Study Interactive: Closing the Circular Economy Loop With Reverse Logistics

Kyle Wiens, Co-Founder & CEO, iFixit

Join the discussion about sustainability, economic feasibility and opportunities associated with putting products back on the market vs. liquidation

1:50-2:10

Case Study Interactive: Creating Dynamic, Powerful Buyer-Supplier Partnerships That Drive Returns Prevention

Kirstin Neira, Excess Inventory Management, Lenovo

Case Study Interactive Working Groups: Best Practices In Asset Recovery And Product Refurbishment

Larry Maye, Director of Global Reverse Logistics, Fitbit

Networking opportunity: Debate the pros

Case Study Interactive Working Groups: Closing the Circular Economy Loop With Reverse Logistics

Kyle Wiens, Co-Founder & CEO, iFixit



This case study explores the hardships associated with buyer-supplier contract negotiations, misaligned interests, competing priorities and the lack of transparency, as well as the steps you can take in order to recreate your partnerships: - Understanding each other’s

needs and working towards common goals

- Treating each other as team mates to achieve the goal of mutually beneficial partnerships

- Embracing transparency and collaboration

and cons of product refurbishment in response to a question/challenge posed by the case study presenter.

Networking opportunity: Benchmark your sustainability strategies in response to a question/challenge posed by the case study presenter.

2:10-2:30

Case Study Interactive Working Groups: Creating Dynamic, Powerful Buyer-Supplier Partnerships That Drive Returns Prevention

Kirstin Neira, Excess Inventory Management, Lenovo

Networking opportunity: Reflect on your buyer-supplier partnerships and discuss how to achieve the goal of transparency and mutual support in response to a question/challenge posed by the case study presenter.

Case Study: Recapturing The Value of Returns

Pete Capuano, Director, Inventory Optimization, Advance Auto Parts

Pete continues the discussion about asset recovery and returns management processes optimization aimed at reducing costs and maximizing the ROI of returned inventory. The session will focus on: - Determining your best return process - Capturing critical product data and

actionable insights into the volume of returns

- Preventing incorrect return classification

- Reducing processing and transportation costs

- Leveraging secondary markets to

Case Study: Avoiding Irresponsible Waste And Recycling Risks

Tom Gratiano, Senior Manager, Global Reverse Logistics, Bose Corporation

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



recapture revenue and success of the company’s sustainability efforts. Main takeaways include:

- Improving your brand image through sustainable reverse supply chain practices

- Minimizing ecological footprint through efficient waste and recycling practices

- Best practices in HAZMAT products disposal

2:30-2:40

Innovation Spotlight



2:30-3:20 Transforming Reverse Supply Chain Into a High-Performing Function Reverse logistics presents a plethora of challenges (and opportunities) regardless of the retail vertical you are in, and the industry is finally starting to recognize the importance of your role. However, positive perception is not all it takes to succeed – there are the nuts and bolts that need to be taken care of, and efficiency is what matters most! - Do you have 100 truckloads

on your books and need it shipped ASAP?

- Are you looking to maximize recovery for your mobile device business?

2:40-3:20

Panel: Balancing Loss Prevention and Customer Satisfaction

Tim Quinn, Distribution Operations Director, BJ’s Wholesale Club

Justin Henkenberns, Senior Leader, Profit Protection & Security Restoration Hardware

With the loss from annual merchandise return fraud estimated at $18.4 billion, and fraud and abuse combined amounting to $24 billion in the US alone, the need for improvements and implementation of advanced data analytics technologies is evident. However, is there a golden mean between protecting your business and maintaining customer satisfaction?

Networking Meetup: Refurb and Repair Certifications – Achieving the Goal of Industry Standardization

Corey Dehmey, Executive Director, SERI

Businesses that provide repair and refurbishment services operate on different sets of standards, processes, and safety measures, which results in lack of transparency and, in certain cases, poor quality of repair jobs or recycling practices. Join this meetup to explore the latest trends and steps towards industrywide standardization and creation of commonly applied methodologies in electronics repair and recycling. *No advance sign-up is required for this meetup

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



Our expert panelists discuss best practices in preventing fraudulent returns, minimizing retail shrinkage, and balancing out fraud prevention initiatives and positive customer experience. Main takeaways include: - Successful practices in

handling returns that pose potential risks without negative impact on customer satisfaction

- Protecting your business from employee fraud

- Managing omnichannel and receipt-less returns and fighting fraudulent BORIS returns

- Ensuring adequate merchandise inspection at the point of in-store returns and down the supply chain

- What does a new era of

sustainability look like, and what does it mean for your retail business?

- How green is your reverse logistics system compared to other industry players?

- Why is corporate sustainability in such high demand and how can you win new consumers through environmentally-friendly sustainability programs?

- Do you wonder how to sell your product direct to consumer from a handheld app?

- Are you a growing online retailer and need to streamline your returns infrastructure?

If you answered yes to any of these questions, make sure to RSVP for this small group workshop where 15-20 like-minded industry practitioners will convene to benchmark their reverse logistics strategies and best practices. **By invite only, advance sign-up required**

3:20-4:00

Afternoon Refreshment & Networking Break 3:20-4:00 Speaker Faculty Meet & Greet

Derek Dervish, Vice President, Asset Management, Bed Bath & Beyond

Ray Doustdar, Founder & CEO, BUICED

Rich Bulger, Director of Reverse Logistics, Cisco

Scott Sanford, Director of Loss Prevention, goPuff

Roman Sobieri, Head of Global Shipping, Etsy

Ryan Moss, Business Development Manager, Amazon Renewed

Networking opportunity: Would you like to meet up with our speaker faculty members? This year, you have a chance to connect with our presenters in a casual, intimate setting perfect for sharing feedback on their presentations, bouncing back ideas on reverse logistics challenges and opportunities, and

4:00-5:00

Interactive Roundtable Discussions (2 rounds) 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. Reducing Returns By Improved Customer Service Ray Richardson, Senior Project Manager – Customer Care, Arlo

Technologies

2. Retail Shrinkage Prevention

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



3. Overcoming Supply Chain Loss Challenges 4. Leveraging Social Media To Protect Your Brand 5. Big Data in Reverse Logistics 6. Customer Perspective: Making It Easy To Do Business With Your

Company 7. A Fresh Look at Refurb and Used Electronics Grading 8. The Impact Of Recovered Inventory On New Product Sales 9. Packaging And Shipping Efficiencies 10. Social Media Influencers: Friend or Foe?

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

5:00-6:00

“Lone Star Luau” Networking Cocktail Reception We are bringing the tropics to Texas! Enjoy delicious food and fruity drinks and hang out with your new friends by the pool! Don’t forget your lei!

6:00 Conclusion of Day Two

Day Three - Wednesday, October 23

GROWTH STRATEGIES, OPPORTUNITIES & TECH INNOVATION IN REVERSE LOGISTICS

8:00-9:00

Continental Breakfast & Registration

9:00-9:05

Welcome Remarks o Antonia Kay, Program Director, Consumer Returns

9:05-9:15

Chairperson’s Opening Address

9:15-9:35

Keynote: Machine Learning in Reverse Logistics

Tom Maher, Senior Vice President, Global Service Parts, Dell Technologies Artificial intelligence, Internet of Things, machine learning, digitization… These terms are widely used and discussed across various industries, but is it about time the reverse logistics community joined the debate?



Technology and comprehensive data analytics capabilities can revolutionize the reverse logistics business, opening endless doors to new revenue opportunities. Join Tom Maher for an overview of how returns and repair data can be leveraged for new product development and improvement, and what you have to do today in order to upgrade your data collection processes and maximize recovery on returns.

9:35-9:55

Keynote: Preventing Loopholes In Reverse Logistics With The Help of Technology

Jason Kovacs, Director of Reverse Logistics, Comoto

Shane Ackerman, Returns Manager, Comoto

Are you among return management professionals struggling with legacy reverse logistics infrastructure and the lack of returns data processing and reconciliation capabilities? Do you have piles of unlogged returned inventory that presents a potential revenue stream but remains unaccounted for? Are you looking to make the shift from manual processes to improved data analytics and automation and don’t know where to begin? Fortunately, now you can explore the technology trends impacting your business and turn those insights into opportunities! RevZilla’s team is here to share lessons learned about developing a comprehensive in-house platform and reverse logistics reporting capabilities that maximize savings on both the returned merchandize and cost recovery efforts. Main session takeaways include:

- Key requirements for returns system redesign/upgrade - Efficiency measurements and KPIs (what characterizes efficient returns systems?) - Managing the rising costs of faster fulfilment

9:55-10:30

Panel: Unexpected Benefits of Product Returns and Trade-In Programs

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

John Green, Director, Supply Chain Reverse Logistics, Verizon Wireless

Brian Plott, Director of Recommerce, Best Buy As of today, there is a wide gap between retail businesses who consider reverse logistics to be a cost center and those who believe that consumer returns present untapped business opportunities. Whichever side you are on, this panel discussion will help you get a fresh perspective on how to:

- Design your reverse, recycling and trade-in infrastructure and capabilities in a way that minimizes losses on returned products - Leverage trade-in, recycling and incentive programs to enhance your customers’ shopping experience and promote future in-store/online purchases - Win the customer over and over again in the face of tight competition through positive returns experience

10:30-10:50

Keynote: Amazon Renewed - The New Channel for Refurbished, Pre-Owned and Open-Box Inventory

Ryan Moss, Business Development Manager, Amazon Renewed

Amazon Renewed helps customers discover and buy pre-owned, refurbished, and open-box products that have been professionally inspected and tested to work and look like new by Amazon-qualified and performance-managed suppliers. Ryan Moss, Amazon Renewed Business Development Manager, will present on how the Renewed program can maximize value from recovered assets and refurbished inventories.



10:50-11:30

Morning Refreshment & Networking Break

11:30-11:50

Keynote: Recovering the Cost of Warranty on Returned Products

Jeremy Witte, Former Vice President, Returns, Damages, and Recommerce, Best Buy Annual warranty costs present yet another challenge to brands striving to drive costs down while maintaining product and service quality. On the other hand, consumer returns and unclaimed warranty costs add to the complexity of forecasting and budgeting, with companies struggling with reconciling these numbers. Join this session for a comprehensive overview of best practices in service, parts and warranty management:

- Consolidating warranty systems and processes to maximize efficiency and cost savings - Minimizing the number of returns through ongoing analysis of claim data and corrective action - Leveraging customer, dealer and distributor data to improve warranty, quality and reliability analysis - Recovering costs of warranty on returned merchandize

11:50-12:10

Market Research Keynote: 5G Technology and Opportunities For Complex Value Chains

Brian Daigle, International Trade Analyst, United States International Trade Commission - Increasing value for the customer - Potential shift in demand and implications for the reverse logistics market - Security concerns and data protection - The potential of preventing returns by leveraging 5G technology

12:10-1:00

Networking Meetup Reverse Logistics in the Automotive Industry Small Group Networking: Discuss your toughest reverse logistics challenges with 15-20 practitioners from automotive companies in response to a challenge posed by the meetup host. **By invite only, advance sign-up required**

Networking Meetup Responsible Supply Chain

Jeong Lee, Senior Manager, Reverse Logistics, US Cellular Small Group Networking: Meet with 15-20 industry practitioners to discuss your sustainability challenges and opportunities in response to a question/challenge posed by the meetup host. **By invite only, advance sign-up required**

1:00 Grab & Go Lunch and Conclusion of Consumer Returns 2019
