8:00am Continental Breakfast & Registration

9:00am Chairperson’s Opening Remarks Joe Hauck, VP, Sales & Marketing, New Breed Logistics Join us as Joe Hauck introduces today’s speakers and roundtable hosts. Joe Hauck VP, Sales & Marketing, New Breed Logistics Joe Hauck has more than 35 years of experience in executive management with a focus in sales, marketing, public relations, operations management, and technical communications, including 20 years of executive and operational responsibility for client programs that include reverse logistics operations. In his 14 years at New Breed, Joe has played a major role in the remarkable growth of the company [read more]

9:15am Optimizing Your Repair Solutions Portfolio To Cut Costs and Increase Customer Satisfaction Salvador Romo-Fragoso, Americas Service and Repairs Operations Director Customer Support Organization, Hewlett Packard In this session Salvador shares HP's strategies to increase customer satisfaction by:  Giving the Customer Choices to get back on track Giving the Support Organization and Partners choices to minimize risk Keeping it simple, minimizing cost is not against service Using the customer surveys to fine tune your service offerings Getting back to the basics: Operational efficiency Salvador Romo-Fragoso Americas Service and Repairs Operations Director Customer Support Organization, Hewlett Packard For more than 26 years he as been with Hewlett Packard where he started as engineer doing Process and then Research and Development in the Technology Systems Group business designing heat transfer solutions for memory chips and boards. Throughout his career, Salvador has been assigned to different aspects of company businesses, like Computer Systems, Personal Computers as PC Production Manager, an [read more]

9:55am Finding Value In Returns MaryAnn D’Antono, Director, IT Initiatives, New Breed Logistics Returns are costly to your bottom line. But how costly can be up to you. MaryAnn D'Antono, uses her 25 years of experience to show us innovative ways to recapture value and profits from your returns and minimize your costs.                                                                                                                                                           . MaryAnn D’Antono Director, IT Initiatives, New Breed Logistics MaryAnn D'Antono has over 25 years of experience providing IT solutions to leading companies and government agencies. In her 12 years at New Breed, she has been responsible for IT solution development, delivery, and client management for government and technology-related returns logistics operations. MaryAnn has been instrumental in helping clients achieve supply chain savings, process efficiencie [read more]

10:35am Refreshment Break

10:50am Consumer Returns Networking Roundtables Salvador Romo-Fragoso, Americas Service and Repairs Operations Director Customer Support Organization, Hewlett Packard MaryAnn D’Antono, Director, IT Initiatives, New Breed Logistics Take advantage of this intimate setting to ask the questions you didn't have the opportunity to of this morning's speakers! Salvador Romo-Fragoso Americas Service and Repairs Operations Director Customer Support Organization, Hewlett Packard For more than 26 years he as been with Hewlett Packard where he started as engineer doing Process and then Research and Development in the Technology Systems Group business designing heat transfer solutions for memory chips and boards. Throughout his career, Salvador has been assigned to different aspects of company businesses, like Computer Systems, Personal Computers as PC Production Manager, an [read more] MaryAnn D’Antono Director, IT Initiatives, New Breed Logistics MaryAnn D'Antono has over 25 years of experience providing IT solutions to leading companies and government agencies. In her 12 years at New Breed, she has been responsible for IT solution development, delivery, and client management for government and technology-related returns logistics operations. MaryAnn has been instrumental in helping clients achieve supply chain savings, process efficiencie [read more]

11:50am Improving Packaging For Customer Returns Troy Merrell, Executive Director, SBS Reverse Logistics and Quality, Seagate Technology As enviornmental regulations are becoming more and more stringent, its the role of the responsible corporation to ensure they are following suit with the latest regulations and standards. In this sessions Troy highlights best practices for: Designing for returns while maintaining packaging security Dual function packaging – envelopes to corrugated Tamper proofing without damaging a packages integrity Consumer awareness of packaging requirements Troy Merrell Executive Director, SBS Reverse Logistics and Quality, Seagate Technology Troy Merrell has more than 28 years of experience in the electronics packaging industry and has led two major industry standard changes of PCBA and HDD packaging over this time. He has managed multiple functions in the HDD industry, including product development, quality and reliability, Worldwide packaging teams, and reverse logistics. He has created product handling and integration training stan [read more]

12:30pm Lunch No session description available.

1:30pm Examining The Current Economic Landscape: Have We Truly Reached Bottom? Shawn DuBravac, Chief Economist and Director of 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. o 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 o 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 o Utilizing lessons learned from relevant industries to integrate innovative strategies in ensuring customer satisfaction regardless of economic trends Shawn DuBravac Chief Economist and Director of Research, Consumer Electronics Association

2:20pm Changes In The Way We Look At Initial Failure Returns George Ayers, Senior Manager Product Renewals, Panasonic Service and Technology This interactive session is for those who are searching for alternative methods to managing failure returns. In this session George share's his experience with the latest enivornmental issues and the cost to both the dealer and the manufacturer. George Ayers Senior Manager Product Renewals, Panasonic Service and Technology George Ayers has been in the consumer electronics field for over 40 years. He held several different positions while working with the RCA Service Company including Parts Manager and Zone Manager. The product categories under his supervision included Consumer Electronics and Appliances, Hotel/Motel/Hospital/Casino Antenna, Telephone, Satellite, and Closed Circuit Systems layout and installations. H [read more]

3:00pm Refreshment Break No session description available.

3:15pm Optimizing Resale Value Of Return/Excess Merchandise: The “Last-Last” Retail Mile Frederick Crosby, Director, eBay There is a new wave of change happening in online retail with the advent of new means to move secondary goods on-line. This presentation covers eBay’s view on drivers behind secondary market growth on-line and discuss some of the interesting new trends developing around it including new, hot players plus large, existing sites moving to do more in this space. We will also go over recent changes in eBay, the world’s largest secondary market-market, that bring more retail-like experiences to consumers searching for these goods. In the end, the presentation is meant to demonstrate new ways to get better return rates on refurbished and excess supply inventory Frederick Crosby Director, eBay Frederick Crosby has had a long tenure at eBay, leading company-wide initiatives in payments, globalizing eBay trade, and now enabling large merchants to move secondary market goods through eBay. As the Director of Business Development at eBay, he has led his team across the country to forage partnerships with retail leaders like Dell, Disney, Golfsmith, Musician’s Friend, Best Buy and many others [read more]

3:55pm Consumer Returns Roundtable Sessions George Ayers, Senior Manager Product Renewals, Panasonic Service and Technology Ilan Lev, Director of Reverse Logistics, SanDisk Corporation George Ayers Senior Manager Product Renewals, Panasonic Service and Technology George Ayers has been in the consumer electronics field for over 40 years. He held several different positions while working with the RCA Service Company including Parts Manager and Zone Manager. The product categories under his supervision included Consumer Electronics and Appliances, Hotel/Motel/Hospital/Casino Antenna, Telephone, Satellite, and Closed Circuit Systems layout and installations. H [read more] Ilan Lev Director of Reverse Logistics, SanDisk Corporation Ian Lev has over 10 years of experience in Operations Management dealing with challenging technology projects. Currently Ilan is the Director of SanDisk Global Reverse Logistics department where he revamped the reverse logistics operations for the company. In his most recent position, Ilan has been working intensively with RL providers to streamline and maximize revenue opportunities via refurb pr [read more]

4:55pm Consumer Returns Networking Reception No session description available.

5:45pm Conclusion of Consumer Returns Road Show San Jose No session description available.