Consumer Returns 2008 - an Interlog Product

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Conference Day One: Returns Prevention Strategies - Tuesday, October 28, 2008

7:30	Continental Breakfast & Conference Registration

8:30	Opening Remarks Toby Donovan, Executive Director, Consumer Returns 2008

8:40	Chairperson's Opening Remarks Terry Steger, Senior Executive, Accenture Supply Chain Management

8:55	KEYNOTE: Reducing Product Returns Through Effective Consumer Education Strategies Mike Abary, SVP, Information Technology Products, Sony Electronics

9:30	The Service-Enabled Customer Experience: Reducing Returns Through The AQUOS Advantage Program Chuck Schaefer, SVP, Services & Solutions, Sharp Electronics

10:05	Creating A Truly Effective Returns Prevention Strategy To Pry-Open Your Profit Margins And Dramatically Exceed Customer Expectations Steve Dufresne, Senior Service Account Manager, Samsung Telecommunications of America Joe Hauck, Newbreed Logistics

10:40	Mid-Morning Coffee In The Solutions Zone

11:15	PANEL: Gaining Senior-Level Buy-In For Your Returns Reduction Initiatives: Making An Effective Business Case For Profitability- Enhancing Returns Programs Moderated by: Terry Steger, Senior Excutive, Accenture Supply Chain Management Tim Jacobs, Director of Business Innovation, Celestica Stephen Tryon, SVP, Supply Chain, Overstock.com Chuck Schaefer, SVP, Services & Solutions, Sharp Electronics Mike Abary, SVP, Information Technology Products, Sony Electronics

	CONCURRENT ROUNDTABLE SESSIONS

	To get in-depth insight into key operational strategies, join the Consumer Returns Roundtable Discussions.	To discuss and debate P/L strategies for your operations with your VP level peers, join the VP Think Tank. (OEMs & Retailers Only)

11:55	Consumer Returns Roundtable Discussions Roundtable 1: Align Your Reverse Logistics Operations And Repair Processes Effectively Joe Conklin, Field Service Manager, Nintendo Roundtable 2: Managing Returns In A Global Environment Darrin Browder, Senior Logistics Consultant, Dell Roundtable 3: Successfully Aligning Asset Retrieval & Asset Replacement To Generate Revenue Jim Gowen, Executive Director, Supply Chain Services, Verizon Roundtable 4: Enhancing Green Sustainability Within The Supply Chain To Stay In-Tune With Regulations ClearOrbit Roundtable 5: Reducing Costs Through Effective Asset Disposition Ric Spicer, Senior Manager, Reverse Logistics, Circuit City	VP Think Tank Quantifying The Impact Of Returns On Your Bottom Line: What Can You Do To Further Enhance Profitability? Kevin WInneroski, VP, Merchandizing, Best Buy Robert Muller, VP, Customer Operations, QVC Mark Groveunder, VP, Customer Support, Acer America Stephen Tryon, SVP, Supply Chain, Overstock.com Tom Stevens, VP, Supply Chain Operations, Comcast Lalit Panda, SVP Supply Chain, Harman International Jay Reynolds, VP, Product Support, Samsung Brian Pollack, VP, Tennessee Operations, Toshiba Chuck Schaefer, SVP, Services & Solutions, Sharp Electronics Mike Abary, SVP, Information Technology Products, Sony Electronics

12:55	Lunch

	CONCURRENT TRACKS

	Track A: In-Store Support	Track B: Online And Contact Center Support

1:55	Chairperson’s Afternoon Address	Chairperson’s Afternoon Address

2:05	Leveraging The In-Store Experience To Educate Customers Effectively And Reduce Future Product Issues Walter Broussard, SVP Store Operations, Conn’s	Guiding Your Customer To The Product They Need: Turning Your Website Into A Powerful Returns Prevention Tool Stephen Tryon, SVP, Supply Chain, Overstock.com Ed White, Operational Improvement Manager, Overstock.com

2:40	Case Study: GE And Home Depot: Creating An Effective Framework For Interacting With Your Retail Partner In Order To Drive Down Returns & Enhance Customer Service Levels Terry Hawkin, GM, Warranty Management, GE Consumer & Industrial Geoff Dalton, National Install Merchant, The Home Depot	“Joined-Up Returns Prevention”: Determining The Most Effective Model For Integrating Your Website And Contact Center Mike Lesshaft, Service Quality Manager, Lexmark

3:15	Afternoon Networking & Refreshment Break

3:45	Extended Retail Workshop"A Return Is A Signal That Something Has Gone Wrong!" - A Retailers' Guide To Reducing Returns And Improving The Customer Experience Bill Stuart, Founder & CEO, Stuart & Associates	Case Study: Reducing Returns Through Effective Technical Support Doug Brown, Director of Service Management, Kyocera Wireless

4:20	Retail Workshop Continued	Getting Beyond A Siloed Mindset: Engaging The Entire Organization Involved To Achieve Maximum Success For Your Returns Initiatives Tony Sciarrotta, Director, Returns Management, Philips Consumer Lifestyles

4:55	Panel: Developing: How can we work together? Determining How The Best Models For Co-Operation Between Retailers And Manufacturers Can Dramatically Reduce Return Levels And Boost Profitabilitty For All Moderated By: Tony Sciarrotta, Director, Returns Management, Philips Consumer Lifestyles Chuck Johnston, Senior Director, Returns Centers, Wal-Mart David Douthit, Executive, Accenture Supply Chain Management Elaine Gasser, Director, Returns Operations, HP John Slothower, Senior Director, Returns Centers, Wal-Mart

5:45	Consumer Returns 2008 Cocktail Reception

7:00	End Of Returns Prevention Day

Conference Day Two: Returns Management Strategies - Wednesday, October 29, 2008

8:00	Continental Breakfast & Conference Registration

8:45	Chairperson’s Opening Remarks Robert Kenney, EVP, Sales & Marketing, OnProcess

9:00	Making A Business Case For IT Investments: Overcoming The “Quarter-On-Quarter” Mentality To Achieve Significant Long-Term ROI Lalit Panda, SVP Supply Chain, Harman International

9:35	Returns Management Strategies To Maximize Recovery From Returns Joe King, VP, Aftermarket Services, ModusLink

10:10	Panel: Quantifying The Significance Of Returns Management Within Your Broader Supply Chain Strategy Moderated By: Robert Kenney, EVP, Sales & Marketing, OnProcess Lalit Panda, SVP Supply Chain, Harman International Tom Stevens, VP, Supply Chain Operations, Comcast Peter Mok, Director, Business Development, ATC Logistics

10:50	Mid-Morning Coffee In The Solutions Zone

11:20	Connecting Shippers, Carriers, 3PLs & Suppliers To Create Efficient, Truly Customer-Centric Returns Centers Chuck Johnston, Senior Director, Returns Centers, Wal-Mart

11:55	Gaining Top-Level Visibility Over Your Reverse Supply Chain For Effective Optimization Of Inventory Management, Responsiveness And Cost Tom Stevens, VP, Supply Chain Operations, Comcast

12:30	Lunch

	CONCURRENT TRACKS

	Track A:OEMs’ Returns Management Strategies	Track B: Returns Management Strategies For Retailers

1:30	Chairperson’s Afternoon Address John Keeney, Global Directors, upply Chain Group, ModusLink	Chairperson’s Afternoon Address Tom Marcellino, SVP, Carolina Logistics Services

1:40	SkinCeuticals Case Study: Automating The Returns Management Process To Deliver Exceptional Customer Experience Timmothy Elrod, Chief Operating Officer, SkinCeuticals, Inc.	Driving Costs Out Of Your Reverse Supply Chain By Determining The Focal Point Of Your Cost Reduction Activities Harold Wilson, SVP, Distribution, BigLots Stores

2:15	Integrate Your Asset Retrieval And Asset Replacement Networks To Provide Seamless Customer Service James Gowen, Executive Director, Supply Chain Services, Verizon	Implementing An Effective Disposition Strategy To Enhance Asset Recovery Ric Spicer, Senior Manager, Reverse Logistics, Circuit City

2:50	Integrate Your Repair Operations Within Your Reverse Logistics Processes To Ensure Responsiveness To Your Customers’ Needs Joe Conklin, Field Service Manager, Nintendo	Panel Debate: Do 3PLs Offer True Value For Money? Examining The Key Success Factors Involved In Selecting And Managing A Logistics Partner Tom Marcellino, SVP, Carolina Logistics Services Harold Wilson, SVP, Distribution, BigLots Stores Chuck Johnston, Senior Director, Returns Centers, Wal-Mart Ric Spicer, Senior Manager, Reverse Logistics, Circuit City Dave Mulder, Director, Distribution, Meijer Stores

3:25	End Of Conference

Sponsored By

"In the current economic climate, product returns have reached unsustainable levels. Consumer Returns 2008 is the only event that tackles this problem head-on, offering in-depth strategies on returns prevention that you won't find find anywhere else.

- Tony Sciarotta, Director of Returns Management, Philips Consumer Electronics