consumer returns conference brochure

The ONLY returns event for consumer electronics, home appliances and telecommunications.

REGISTERNOW!

Visit: www.ConsumerReturnsUSA.com • Call: 646.200.7530 or 888.482.6012 Fax: 646.200.7535 • Email: [email protected]

Speaker facultyincludes:

October 25-27, 2010 | The Westin Galleria, Dallas, TX | www.ConsumerReturnsUSA.com

What’s New At Consumer Returns 2010

I’ve 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 BroussardSVP, Store OperationsConns

John HellerSenior Director, QualityLG Electronics

Moderated by:Kevin WinneroskiVice President,Secondary MarketsBest Buy

Sanford SiegelDirector, Loss Prevention OperationsGameStop

Pam RappDirector, Return Center DivisionWal-Mart

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% Consumer Electronics OEMs

■ 15% Appliance OEMs■ 20% Retailers■ 20% eTailers■ 5% Other

Sector:

■ 5% President / CEO■ 20% EVP / SVP■ 25% VP■ 35% Director / Senior

Director■ 15% Manager /

Senior Manager

Seniority:

■ 20% Supply Chain / Distribution■ 25% Reverse Logistics / Returns

Management■ 20% Store Operations■ 15% Customer Service /

Satisfaction■ 10% Technical Support■ 10% Loss Prevention

Function:

For biographical information on all of our distinguished speakers, visitwww.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 relevantin 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, TX

The ONLY reverse logistics event tailored specifically for consumer electronics, home appliances, and telecommunications.

Table of Content

The Solutions Zone..........................................3

Focus Day Workshops .....................................4

Conference Day One .......................................5

Conference Day Two .......................................7

About Our Sponsors........................................9

About Our Media Partners.............................10

Conference Pricing & Team Discounts............11

Hotel Information..........................................11

Registration Form ..........................................12

2 REGISTER NOW! Visit: www.ConsumerReturnsUSA.com • Call: 646.200.7530 or 888.482.6012 • Fax: 646.200.7535 • Email: [email protected]

A Very Special Thanks To The ConsumerReturns 2010 Advisory Board:

5 Reasons Why Consumer Returns 2010 Gives You The Best Value For Your Marketing BudgetComplete exposure to 200+ decision makers from consumerelectronics, appliance and telecom manufacturers & major retailers,ensuring focused attention on your services & solutions

Over 12 hours of extensive networking opportunities, allowing forface-to-face interaction with budget holders from your target market

Increased flow of traffic through the solution zone during breakfast,coffee breaks & receptions

A strictly enforced end-user to vendor ratio, creating a moreintimate environment for networking and knowledge sharing

The perfect environment for high-quality lead generation:Our delegates have already made a significant investment inattending our conference to network with key industry advisors –make sure they meet you on site!

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ABOUT THE SOLUTION ZONE AT CONSUMER RETURNS

How often do you get to bounce returns strategies off other manufacturersand retailers in a closed door, vendor free environment? Or get to pick thebrains of your peers to learn which relationships and returns strategies aremost useful and which aren’t worth your time and money?

Create a detailed plan for bringing your company into greater profitabilitythrough stronger manufacturer/retailer relationships. Not to mention you’ll

walk away with a stronger support network andlearn countless strategies to increase the profitability of your returnsoperations 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

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Confirmed Speakers At Consumer Returns 2010

MANUFACTURERS

• Steve Rockhold, Vice President, Program Management, Reuse AndRecycling, 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] forsponsorship and exhibition opportunities at Consumer Returns.

Back By PopularDemand

Develop solutions alongside industry leaders by registering for the Pre-Conference workshops on October 25th. The entire day is structure to ensureyou have interactive, industry-driven, vendor-free setting. We guarantee you’ll take away specific solutions to your most pressing issues. Mostimportantly - 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 don’t miss out!!!

Here’s how each two hour session works:

Finding The Optimal Resale/Liquidation Channel To Optimize Asset Recovery A

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 Strategies12:45-2:45 (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 product’s 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 GrieveCEOGreve 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

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 networkwith your peers, this is your ideal opportunity! Get the answers youcame 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 MarginsAnd 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 Chairperson’s Opening Remarks

2:30 PANEL: Stop Product Returns Before They Start:Improving The Customer Experience To ReduceReturns

Michael LesshafftService Quality ManagerLexmark

TRACK A: Customer Optimization

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Tuesday, October 26, 2010Main Conference Day One7:30 Continental Breakfast & Conference Registration

8:30 Welcome Remarks

Debra HaymExecutive DirectorConsumer Returns 2010

8:40 Chairperson’s Opening Remarks

Joseph C. LawlerChairman, President and Chief Executive OfficerModusLink Global Solutions

9:00 Managing Returns, Repairs And Reverse Logistics In AGlobal Consumer Environment

Heinz WinkelGlobal Director, Contact Center and Repair ProgramsHewlett Packard

• Summarizing current global trends in repair services, specificallygreen, 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 D’AntonoDirector, IT InitiativesNew Breed Logistics

10:10 Examining The Current Consumer ElectronicsLandscape

Steve KoenigDirector, Industry AnalysisConsumer Electronics Association

• Explore the economic climate, current consumer spending and itseffects on returns: what are they indicating for the near future

• Analyze consumer electronics market data to uncover future trendsand how it affects your business, regardless of industry

• Uncover best practices to respond to changing consumer needs andits 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 KoewlerDirector of System StrategyBest Buy

Jeff StratmanMerchant Director, Secondary MarketsBest Buy

• Evaluating the effectiveness of your current IT solutions: Are theyspecifically designed for the reverse logistics space?

• Examining the short-term, medium-term, and long-term ROI levels ofreverse-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 by bringing your teammates. With every session covered by you and your colleagues, leverage multiple case studies and panel discussions that

reflect your current initiatives and offer solutions. See page 11 for team discount information!

Afternoon Tracks On Customer Optimization

11:55 CLOSED DOOR VIP Think Tank: Collaborating With YourRetail/Manufacturer ThroughConsistent Communication And 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 WinneroskiVice President, Secondary MarketsBest Buy

• Save potentially lost revenue by benchmarking strategies againstthose of your retailer peers

• You don’t have to worry about being quotes! No press or vendors areallowed into this session – giving you a chance to speak openly aboutissues

• Talk through your most difficult issues in a “no holds barred” andnon-competitive environment

• It’s Retailers only…need I say more?


2:30 Create A Best In Class Asset Recovery System ToEnsure You Recapture Profits On Your Returned Items

Joe SannellaGeneral Manager of Product LifecycleTTE Technology

Tony SciarrottaDirector, Asset RecoveryPhilips

Dan BarrettManager, 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 products

• Negotiating with secondary retailers to ensure your returned productsare purchased for resale

• Establishing relationships with supply chain partners to eliminateredundant 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 Dell’s current pilot initiative with third party regionalcollections providers

• Understand how their new process reflects more of a true “pay forperformance” model in which collections providers are paid only forwhat they collect

• Uncover the differences between this model and their financialincentive models currently used for all other worldwide providers

Gus ErazoDirector Of EngineeringPanasonic

Kim FolsomFounder And CEOShowUhow, Inc.

John FordMember of Supplier Collaboration Group Staples

• 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 productreturns 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 rightbalance of sales staff for the number of expected customers

• Training your staff how to educate the customer and answerquestions during the presales stage

• Work with your in-store staff to ensure the right product isintroduced 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 SciarrottaDirector, 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 consumer

satisfaction? • How does NPS change the culture and help reduce returns?

4:45 Understanding Current Consumer Spending And ItsEffects On The Returns

Tim ConradDirector Of Supply Chain IntegrationThe Gates Group

• Analyzing consumer market data to extrapolate major trends affecting your industry

• Forecasting future trends in returns and key strategies employed byyour 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 Chairperson’s Closing Remarks


Back By PopularDemand

NEW

TRACK B: Asset Recovery And Recycling

Afternoon Tracks On Asset Recovery And Recycling

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5:25 Consumer Returns 2010 Cocktail ReceptionAfter a day of solutions-focused sessions, relax with fellow attendees. Make new contacts, forge relationships orsimply 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 andinnovative heads in the consumer returns business.

6:30 End Of Day One


4:10 Avoiding Damages To Your Returned Products ToMinimize Additional Costs

Mike LyonsFounder and CEOSimpak International, LLC

Rubina FarooqDirector, Reverse LogisticsLG Electronics

• Examining major reasons products get damaged during the returnsprocess to outline how you can prevent this

• Calculating the cost of damaged goods on your product to analyzethe opportunity cost of ignoring the issue

• Exploring major challenges faced by your partners: focus on

potential collaborative efforts you can undertake to reduce damagesin your supply chain

4:45 Maximizing Product Lifecycle By Optimizing RecyclingOpportunities

Gary MooreSenior Manager, Reverse Logistics – RecyclingSprint

• Examining current legislature and most popular recycling processesutilized today to identify most profitable for your products

• Exploring innovative approaches to recycle your products and avoidleaving money on the table

• Analyze the cost and benefit for various recycling opportunities toidentify the most appropriate for your product

5:20 Track B Chairperson’s Closing Remarks

Sponsors:

8:00 Continental Breakfast

9:00 Chairperson’s Opening Remarks

9:15 Reuse And Recycle Programs At Hewlett Packard

Steve RockholdVice President, Program Management, Reuse and RecyclingHewlett Packard

• Examining HP’s current global commitment to reuse and recycle:What are the benefits and why it’s 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 NooneVP Global Aftermarket SolutionsModusLink Global Solutions

Most of us recognize that gaining efficiency in the reverse supply chaincan enhance and extend the customer’s 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 SecretoVice 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 JohnstonSenior Director, Returns CenterWal-Mart

• Being aware of where your e-scrap actually ends-up and thepotential 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 MeehanDirector of Strategic RelationshipsAssurant Solutions

Additional panelists to be confirmed. Please visit the Consumer Returnswebsite at www.consumerreturnsusa.com for updates

• Reviewing the extended service contract (ESC) and handsetprotection programs

• Reducing NTF returns and returns due to complex technologythrough troubleshooting, technical help and over-the-wire assistance

• Lowering returns through repair/replacement plans and via servicessuch as installations & tutorials

12:40 Lunch For All Attendees

Main Conference Day Two Wednesday, October 27, 2010

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 by

bringing your teammates. With every session covered by you and your colleagues, leverage multiple case studies and panel discussions that reflect 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 RappDirector, Return Center DivisionWal-Mart

Craig SultanManager, Reverse LogisticsThe Home Depot

• Reviewing all of your costs to determine what costs can be avoided andwhere new partnerships need to be established

• Balance your cost cutting initiatives with your customer satisfactioninitiatives to ensure you are not cutting too deep

• Benchmark the success of your reverse logistics operations against yourforecasted models

2:25 Reverse Logistics: Global Centralization

Ron Sprung, DirectorReverse LogisticsCanon

• Review Canon’s current reverse logistics program• With so many options available, understand why Canon chose to be

internally focused rather than outsourcing their reverse logisticsoperations

• Take home understanding of how Canon keeps their program consistentacross borders


3:30 Optimize Resale While Not Impacting Your Top ItemPrices

Frederick 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 mostproductive alternatives relevant for your product

• Differentiating your refurbished products vs. your top line products tostop price cannibalization

Track Chairperson’s Opening Remarks

Returns Convergence: Strategy Sync Between RetailersAnd Manufacturers

Chris GriffinSenior 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 onthe retailers and manufacturers

• With such high numbers of NTF returns, determing how collaborationbetween these groups can prevent returns pre through post purchase

Breaking Silos: Ensuring Retailers And eTailers AlignTheir Returns Initiatives

Jon Heller, Senior Director, QualityLG Electronics

• Examine how multiple business units are currently contributing to ratesof product returns

• Ensure leaders from sales, product design, packaging, finance, andreverse logistics meet to create and execute a concerted attack onproduct returns

• Develop a comprehensive framework for effective inter-communication

Maximizing Internal Collaboration To Provide Best-In-Class Multi-Channel Customer Service

Craig 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 returnpolicy before or after purchase

• Define best practices across your business channels to ensure highercustomer satisfaction

Track A: Reverse Logistics & Resale Optimization Track B: Relationship Optimization

4:05 State of The Practice In Consumer Returns

Mark FergusonProfessor 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

4:4 0 End of Conference


9Sponsors:

Assurant Solutions businesses develop, underwrite,market and administer specialty insurance, extendedservice 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 in12 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 NorthAmerican and selected international markets. Assurant, a Fortune 500company 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 $8billion in annual revenue. www.assurant.com

ATC Logistics & Electronics is a premier provider of third-party logistics and supply chain services. ATCLE specializes inforward logistics, reverse logistics, asset recovery, test &

repair, kitting & packaging, transportation management and value-addedservices for high velocity, high-tech devices, in addition to other equipmentand components. The company also operates a Foreign Trade Zone at its FortWorth facility. Industry focus includes wireless, broadband, electronics,medical, industrial and automotive. ATCLE’s knowledge, expertise, ITcapabilities and 99.5 percent service and quality levels enable its customers tostreamline 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, Brightpointhandled 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 seamlesslywith its customers. Brightpoint's effective and efficient platform allows itscustomers to benefit from quickly deployed, flexible, and cost-effectivesolutions. Brightpoint’s FTZ facilities in the Indianapolis area offer significant advantagesto companies that conduct business throughout the U.S. and around theglobe. More than 25,000 B2B customers globally, including some of theindustry's most successful OEMs, network operators, MVNOs, retailers anddealers 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, 2009and 2010 was selected as one of America’s Most Admired Companies byFORTUNE Magazine. Brightpoint was also named a Top 50 Logistics Providerby Transport Topics magazine and a Top 100 3PL Provider by InboundLogistics 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 businessapplications through operating companies competing collectively andmanaged collaboratively, under the respected FedEx brand. Consistentlyranked among the world's most admired and trusted employers, FedExinspires 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 industry’s leadingprovider of technology-driven reverse logistics andsupply chain solutions that enable clients to manage the

physical, financial and information flows of their supply chain.Our solutions include:

• Returns Management-- Single Source Solution from return authorization tofinal disposition

• Asset Recovery—Value-added liquidation for discontinued, overstocks,withdrawn, surplus, closeouts, salvage, obsolete and distressed inventory

• Recall Management-- Recall Management including notification, productretrieval and payment, and regulatory complaint disposition

• Supply Chain Analysis-- Supply Chain Analysis for Returns Prevention,Reduction and Avoidance

• Information Intelligence--Web-based actionable information Our resources include a nationwide footprint of reverse logistics facilities, ahighly skilled team of supply chain field analysts, a technology-driveninfrastructure and a large, diverse client base. By combining expertcapabilities with a commitment to service, Inmar Reverse Logistics providesbest-in-class solutions.

Jabil is a world class EMS services provider, recentlyorganized into a three division structure focused onConsumer, Enterprise and After-Market Services. This

$11.6 billion dollar strong company is listed on the New York Stock Exchange(NYSE) as JBL. Jabil’s After-Market Services division’s core business isproviding high quality, fast-turn aftermarket services for the communications,computer, medical and electronics industries. For over 27 years, Jabil hasserved the world’s 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 beneficialpartnerships with our customers.

Liquidity Services, Inc. (LSI) is a leading onlineauction marketplace for wholesale, surplus and salvageassets. LSI enables its corporate and government sellers

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 sellerrelationships, LSI's marketplaces provide over 1.3 million registeredprofessional buyers access to a global, organized supply of wholesale, surplusand salvage assets in over 500 product categories. Since inception, LSI hasconducted 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 fullyintegrated, aftermarket services, including testing, repair, RMA, reverselogistics and asset disposition, helping consumer electronics companiesprovide the most efficient, timely and cost-effective aftermarket experience totheir customers. For additional information, visitwww.moduslink.com/aftermarket

New Breed is a privately-held, third party logisticsprovider, offering value-added and informationtechnology-driven supply chain solutions for aftermarket& service parts management & delivery, warehousing &

distribution, manufacturing support, returns management, refurbishment &repair, materials management, transportation management, and supply chainconsulting. New Breed’s reputation for excellence in implementing andoperating large, comprehensive programs that transform its clients’businesses has earned New Breed a host of industry-leading clients.NewBreed’s infrastructure consists of more than 50 distribution center operationsacross millions of square feet of ISO 9001:2008 quality certified operations;with more than 7,000 employees including 500 logistics, IT, and engineeringprofessionals; and information technology applications that areunprecedented in the logistics industry.

About Our Sponsors


ShowUhow, Inc. provides a video-based platform thatenables retailers and manufacturers to show theirconsumers how to set-up and use consumer products

easily. The platform hosts and delivers straightforward and engaging videoinstruction guides that educate shoppers with step-by-step instructions thatreduce expensive customer support calls and product returns. The result:improved consumer experience and margins. In addition to producing highquality, high definition videos, the ShowUhow platform also helps consumersorder parts, register products for warranty, and provides buyer intelligenceincluding consumer feedback and market research. ShowUhow hosts thevideo instruction guides and syndicates them to manufacturers’ sites,retailers’ sites and social media. ShowUhow is at work with leading consumerelectronics and appliance manufacturers to ensure easy set-up, installationand use. Clients such as Whalen Furniture, Swann Security and Step 2 areusing ShowUhow with 8 of the top 11 retailers including Costco, Best Buy,Amazon, Walmart, Sears/Kmart, JC Penney, Radio Shack, Buy.com, andToys”R”Us.

Simpak International LLC was given a challenge bycompanies in the Consumer Returns Industry to addressthe 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 customdesigned to protect products such as LCD’s, laptops, and many otherelectronic parts. We have shown to dramatically reduce the not only thedamage that was occurring on the incoming returns, but also that ourpackaging could be reused to further reduce packaging costs to safely shipthe repaired product back to the customer. If you would like to have a freepackaging analysis to protect your product with our environmentally friendly“Simpads” 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 track

product, reduce returns and fraud, protect inventory, recover stolen product,validate warrantees, and improve forward and reverse logistics. SIRASestablishes a unique “fingerprint” for every product, preserving consumeranonymity. At the same time, SIRAS provides valuable tools for itsmanufacturing, retailer and law enforcement partners to optimize operations,resolve investigations, and improve the consumer experience. SIRAS alsoprovides law enforcement and retail loss prevention professionals FREE accessto the SIRAS P.I. network, for use as a crime fighting tool to help trackproduct and establish ownership.

The US Postal Service is the largest distributionnetwork in the world, delivering nearly 200 billionpieces of mail every year. It’s the only service that

goes to every address and PO Box in America. We provide a gateway toevery American household helping businesses stay in business. Ourspecialists can help customers with direct marketing, international shipping,financial transactions, customized shipping and e-Commerce solutions…today’s Postal Service does a lot more than deliver mail. The Postal Service iscommitted to preserving its place among the world’s leading businesses as ittransforms 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 theevent'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 today’s 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 helpreaders 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 inthe United States and internationally. This information is delivered throughnew, analysis, case studies, and perspective pieces back by PIERS GlobalIntelligence Solutions data.

Loss Prevention is a high-quality, contemporary magazinededicated to providing in-depth, timely articles of high interestto loss prevention professionals and retail management.

Covering wide-ranging topics from investigations to technology tomanagement skills, LossPrevention focuses on best practices and educationalcontent critical to the growth of the LP professional from the store level tothe executive suite. LossPrevention’s content is delivered via a bi-monthlyprint edition, daily updated web site, monthly e-newsletter, and interactivedigital archives.

The Mission of SIA is to create a forum where service partnershipsare made and business transactions are completed and to serve as aforum where every member can enhance their business and to take

collective action for the betterment of the industry whenever necessary. SIApromotes an open environment of interdependence & co-operation betweenmanufacturers, independent servicers and users by providing value-addingsolutions for customers. For information on SIA and the annual ExecutiveSummit held each March at the Mirage go to their website atwww.servicenetwork.org or call 619-221-9200.

SupplyChainBrain is the world’s 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 competitiveadvantage, balancing customer demands with the need to control cost, andimproving the bottom line. The industry’s most experienced staff and manywell respected content partners offer executive decision-makers a synthesis ofmany 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 unbiased

case studies to steer executives and supply management professionals throughthe complicated, yet critical, world of supply and demand chain enablement togain competitive advantage. On the Web at www.SDCExec.com.

About Our Media Partners

For Group Discount And SalesPlease Contact:Bill PenneyPhone: +1 (866) 691-7771Fax: +1 (416) 598-1452Email: [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 toshare 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 partyvendors 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, lunch,cocktail 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 Conference

Price

Two Day Main Conference (October 26-27, 2010) $2,599.00

Registration Information

Hotel Information

Westin Galleria Dallas 13340 Dallas Parkway Dallas, TX 75240 Phone: (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 locatedwithin 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 ofthe registration fee to Smile Train. For more information about WBR’s involvementwith Smile Train, please visit www.ConsumerReturnsUSA.com.

11Sponsors:

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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: _______________________________________Cardholder’s Name__________________________________________________________________Signature _________________________________________________________________________

Please visit www.ConsumerReturnsUSA.com FAQ page for cancellation, postponement and substitution policies.

WBR535 Fifth Avenue, 8th FloorNew 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/DB

Attention Mailroom: If undeliverable to the addressee, this timesensitive 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

❑ WorkshopsPlease R.S.V.P for workshops you want to attend: ❑ A ❑ B ❑ C ❑ D

October 25-27, 2010The Westin GalleriaDallas, TX

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Sponsors:

Organized by: