Consumer Returns 2010 Brochure

8/9/2019 Consumer Returns 2010 Brochure

1/12

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


2/12

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:


3/12

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!

1

2

4

5

3

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.

BackByPopu

Demand


4/12

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


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


5/12

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


6/12

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?


2:30 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


BackByPopular

Demand

NEW

TRACK B: Asset Recovery And Recycling

Afternoon Tracks On Asset Recovery And Recycling


7/12

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


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


8/12

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!


1:50 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


3:30 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



9/12Sponsors:

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


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


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:



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)



Two Day Main Conference (October 26-27, 2010) $999.00 $1,099.00 $1,199.00

Groups of 4+ (Price listed per person)


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:


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

01

il

b

h

Recap

tureprofitspotentiallylostbyreturnswhilestillfocusingonthe

custom

erexperience

Preve

ntand/orreduceunnecessary

returnsbyfocusingonproduct

quality

andthecustomersproductkno

wledge

Optim

izeend-to-endassetrecoverytoensuretheproductgetsback

in

thesalescycle

Keepin

guptodateoncurrentregulatio

nstoensureproperrecycling

an

equipm

enthandling

Minim

izereturnsbyimprovingcollab

orationbetweenOEMsandreta

ile

Consu

merReturnsisyourfirst

steptorecoveryfrom

unnecessaryreturns.Walkawa

ybetterequippedto:

Sponsors:

Organizedby:

Consumer Returns 2010 Brochure

Documents

Transcript of Consumer Returns 2010 Brochure