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Main Conference Day 1

Tuesday 1 October 27, 2009

8:00 - Coffee & Conference Registration
Coffee & Conference Registration
9:00 - Welcome Remarks: Debra Haym
  • Debra Haym
  • Executive Director
  • Consumer Returns 2009
9:10 - Chairperson’s Opening Remarks
Antony Francis, President, ATC Logistics & Electronics
Chairperson’s Opening Remarks
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Antony Francis
President, ATC Logistics & Electronics

Antony Francis leads the strategy and oversees operations for ATC Logistics & Electronics (ATCLE). With 29 years of experience in all aspects of global supply chain and logistics services, he brings a unique perspective to ATCLE’s worldwide customer base. Prior to joining ATCLE in June 2007, Francis was President and COO of Plan Express, Inc., a document management, printing and logistics comp [read more]
9:25 - Understanding The Current Shift In CustomerExpectations And The Returns Landscape: AQUOSAdvantage LIVE
Charles T. Schaefer, Senior Vice President, Service & Solutions, Sharp Electronics
As consumer spending habits change, how will it reflect on returns? Will people simply be more careful in selecting a product and if so, who do they look to for education on products? Can technology and deployment of customer centric tools help ensure customer satisfaction and keep the product in the home? Chuck explores the ways that technology and Sharp’s AQUOS Advantage LIVE have effectively prevented returns while increasing customer satisfaction.
  • Uncover major factors leading to equipment returns to prevent returns
  • Discuss opportunities to minimize returns: AQUOS Advantage research initiatives, success and failures
  • Expand pre-sales education and assistance via phone and webbased applications to facilitate the right TV is purchased based on the needs of the customer
  • Utilize AQUOS Advantage Live tools towards providing real-time resolution to customer issues
14680_002_Charles_Schaefer

Charles T. Schaefer
Senior Vice President, Service & Solutions, Sharp Electronics

Charles T. Schaefer oversees Sharp's North and South America service networks, customer assistance centers, service engineering, channel returns centers and product refurbishment and repair operations. Schaefer’s organization prides itself on operational excellence and flawless execution in order to ensure industry-leading levels of customer satisfaction enhancing the Sharp brands. During his tenu [read more]
10:00 - Examining The Current Economic Landscape: Have We Truly Reached Bottom?
Ben Arnold, Senior Analyst of Marketing Research, Consumer Electronics Association
As consumer spending decreases, how will it reflect on consumer electronics and product returns? In this presentation, explore the economic environment and how consumer spending trends may be permanently affected.
  • Analyzing consumer market data to extrapolate major trends
    • Reviewing the current trend in consumer spending
    • Are there true signs of recovery
    • What are current indicators showing trends in consumer spending
  • Forecasting future trends and key strategies
    • How will we know when we have truly reached bottom?
    • Best practices to respond to changing consumer needs and how this is affecting returns
  • Utilizing lessons learned from relevant industries to integrate innovative strategies in ensuring customer satisfaction regardless of economic trends
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Ben Arnold
Senior Analyst of Marketing Research, Consumer Electronics Association

10:40 - Finding Value in Returns
Ashfaque Chowdhury, Chief Information Officer, New Breed Logistics

Ashfaque Chowdhury
Chief Information Officer, New Breed Logistics


11:15 - Morning Networking & Refreshment Break In The Solutions Zone
Morning Networking & Refreshment Break In The Solutions Zone
11:45 - PANEL: Managing Consumer Expectations To Reduce Returns
Art Gardner, Director, Global Quality Assurance, Fellowes, Inc
Debra Sharker, Director of Sales, Consumer Products, Universal Remote
Norman B. Ringgold, Director, Sales & Business Development, ShowUhow
expectations. These expectations are built in the store by promotional material and sales people assisting the customer in making the purchase. This session will explore best practices in accurately setting consumer expectations while promoting sales.
  • Identifying a happy medium between product promotion and realistic representation to optimize sales while managing consumer expectations
  • Complimenting in-store promotions with a specially trained sales team to assist customer in getting to know the product and minimize usability challenges after sale
  • Comparing your customer management strategy to the leading strategies in your industry to evaluate opportunities for improvement
  • Exploring best practices from online and call centers in managing customer expectations to identify innovative approached to improve your strategy
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Art Gardner
Director, Global Quality Assurance, Fellowes, Inc


Debra Sharker
Director of Sales, Consumer Products, Universal Remote

14680_002_NormanBRinggold

Norman B. Ringgold
Director, Sales & Business Development, ShowUhow

Norman B. Ringgold is leading the sales and business development activities for the ShowUhow integrated sales and customer support platform in the Consumer Electronics market. In addition Mr. Ringgold is responsible for managing the company’s strategic partnerships with retailers.Mr. Ringgold has more than 20 years of Enterprise Business Applications experience, focused on leveraging technology to [read more]
CONCURRENT ROUNDTABLE SESSIONS
No session description available.
3:40 - Afternoon Networking & Refreshment Break In The Solutions Zone
Afternoon Networking & Refreshment Break In The Solutions Zone
5:30 - Consumer Returns 2009 Cocktail Reception
After a day of solutions-focused sessions, relax with all of your 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 competitive business 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
End Of Day One