I’ve received so many ideas and contacts.

Consumer Returns has the potential to save us thousands

of dollars in returns! - Raymond Bunora, IT and Logistics Manager, Janome America

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

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

What’s New At Consumer Returns 2010

Speaker faculty
Retailer ONLY Think Tank includes:
No one knows the challenges you face better than your Moderated by:
peers. Kevin Winneroski
• Benchmark against your true peers in a closed door, Vice President,
vendor free environment Secondary Markets
• Walk away with strategies to enhance your bottom- Best Buy
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:
• NTF Returns • Controlling The Impact Of Social Media
• Reducing Fraudulent Returns • Analyzing Returns Data To Boost Profit Margins

Led By:
Sanford Siegel Pam Rapp
Director, Loss Prevention Operations Director, Return Center Division
GameStop Wal-Mart

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 John Heller
SVP, Store Operations Senior Director, Quality
Conns LG Electronics

Sponsors
Include: Organized by:

REGISTER Visit: www.ConsumerReturnsUSA.com • Call: 646.200.7530 or 888.482.6012

NOW! Fax: 646.200.7535 • Email: ConsumerReturns@wbresearch.com
 October 25-27, 2010
The Westin Galleria, Dallas, TX
The ONLY reverse logistics event tailored specifically for consumer electronics, home appliances, and telecommunications.

A Very Special Thanks To The Consumer

Returns 2010 Advisory Board: Table of Content
The Solutions Zone..........................................3
Ed Inal Kevin Winneroski
Senior Director, Customer Vice President, Merchandizing Focus Day Workshops .....................................4
Service Operations BEST BUY
Conference Day One .......................................5
WESTERN DIGITAL Gary Moore
Tony Sciarrotta Senior Manager, Reverse Conference Day Two .......................................7
Director, Asset Recovery Logistics – Recycling About Our Sponsors........................................9
PHILIPS CONSUMER SPRINT
LIFESTYLE About Our Media Partners.............................10
Chuck Johnston
Senior Director, Returns Centers Conference Pricing & Team Discounts............11
WAL-MART
Hotel Information..........................................11
For biographical information on all of our distinguished speakers, visit Registration Form ..........................................12
www.ConsumerReturnsUSA.com

Who Will You Meet At Consumer Returns 2010?

Presidents, Vice Presidents, Heads, Managing Directors, Directors and Managers from Consumer Electronics, Telecom and Appliance
Manufacturers as well as Retailers and eTailers.
• Reverse Logistics Global Repair & • Service & Support Operations • Recycling & Waste Management
Logistics • Returns Centre Operations • Retail Transformation
• Distribution • Supply Chain • Strategy
• Quality/Quality Assurance • Logistics • Loss & Prevention
• Operations • Strategic or Business Planning • Transportation
• Customer Service • Returns Facilities • Liquidation

Attendance Breakdown From Consumer Returns 2008-2009

Sector: Function: Seniority:

■ 40% Consumer ■ 20% Supply Chain / Distribution ■ 5%President / CEO

Electronics OEMs ■ 25% Reverse Logistics / Returns ■ 20%
EVP / SVP
■ 15% Appliance OEMs Management ■ 25%
VP
■ 20% Retailers ■ 20% Store Operations ■ 35%
Director / Senior
■ 20% eTailers ■ 15% Customer Service / Director
■ 5% Other Satisfaction ■ 15% Manager /
■ 10% Technical Support Senior Manager
■ 10% Loss Prevention

How can your attendance improve the effectiveness of your returns operations? Here are a few
simple reasons you should register today.
1. Add value and lower your costs on your returns operations by 3. Participate in 12+ hours of networking with 109+ retailers and
optimizing reverse logistics, asset recovery, sustainability strategies manufactures to increase your market share and stay relevant
and much more in the changing marketplace
2. Compare your current returns strategy to other best-in-class 4. Drill down into critical issues affecting your returns operations
retailers and manufacturers to maintain a competitive edge with an entire day of closed door, manufacturer and retailer only,
collaborative workshops.

2 REGISTER NOW! Visit: www.ConsumerReturnsUSA.com • Call: 646.200.7530 or 888.482.6012 • Fax: 646.200.7535 • Email: ConsumerReturns@wbresearch.com
 Confirmed Speakers At Consumer Returns 2010
MANUFACTURERS RETAILERS
• Steve Rockhold, Vice President, Program Management, Reuse And • Kevin Winneroski, Vice President, Secondary Markets, Best Buy
Recycling, Hewlett Packard • Walter Broussard, Svp, Store Operations, Conns
• Ron Sprung, Director, Service Operations and Reverse Logistics, Canon • John Ford, Member Of Supplier Collaboration Group, Staples
• James Vick, Director, 3rd Party Sourcing, Acer • Debi Brown, Director, Operational Excellence, Overstock.Com
• Heinz Winkel, Global Director, Contact Center And Repair Programs, • Pam Rapp, Director, Returns Division, Wal-Mart
Hewlett Packard
• Karen Koewler, Director of System Strategy, Best Buy
• Tony Sciarrotta, Director, Asset Recovery, Philips Consumer Lifestyles
• Craig Sultan, Senior Manager, Reverse Logistics, The Home Depot
• Michael Lesshafft, Service Quality Manager, Lexmark
• Frederick Crosby, Managing Director, eBay
• Chris Griffin, Senior Manager, Global Retail Returns Entertainment &
• Jeff Stratman, Merchant Director, Secondary Markets, Best Buy
Devices – Aoc Global Services, Microsoft
• Gary Moore, Senior Manager, Reverse Logistics – Recycling, Sprint
• Rachel North, Director, Post Sales, Toshiba America Information Systems
• Sanford Siegel, Director, Loss/Prevention Operations, Gamestop
• Gus Erazo, Director Of Engineering, Panasonic
• Paul Fletcher, Vice President, Best Buy
• Joe Sannella, General Manager Of Product Lifecycle, TTE Technology
• Chuck Johnston, Senior Director, Returns Center, Wal-Mart
• Douglas Smith, Senior Manager Of Customer Operations, Sony Electronics
• Candice Ramjohn, Director, Ecommerce Drop Ship Specialist,
• Matt Peterson, Senior Manager, Americas Service Parts, Dell
Meijer/Ecommerce
• Jon Heller, Senior Director, Quality, LG Electronics

ABOUT THE SOLUTION ZONE AT CONSUMER RETURNS

Get the most out of your conference registration by visiting The Solutions Zone. The Solutions Zone features
companies that provide technologies and services to help you optimize the effectiveness of your returns
operations. Save valuable time! No need to run around the country or spend hours evaluating vendors- they will
all 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, but
companies 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 decision
makers of consumer goods manufacturers or retailers?

Call Scott Rossen at 646-200-7526 or email at Scott.Rossen@wbresearch.com for

sponsorship and exhibition opportunities at Consumer Returns.

5 Reasons Why Consumer Returns 2010 Gives You The Best Value For Your Marketing Budget
Complete exposure to 200+ decision makers from consumer
1 electronics, appliance and telecom manufacturers & major retailers,
ensuring focused attention on your services & solutions
Over 12 hours of extensive networking opportunities, allowing for
2 face-to-face interaction with budget holders from your target market
Increased flow of traffic through the solution zone during breakfast,
3 coffee breaks & receptions
A strictly enforced end-user to vendor ratio, creating a more
4 intimate environment for networking and knowledge sharing
The perfect environment for high-quality lead generation:
5 Our delegates have already made a significant investment in
attending our conference to network with key industry advisors –
make sure they meet you on site!

VIP Think Tank Session For Qualified Manufacturers And Retailers Only
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 are
most useful and which aren’t worth your time and money?
Create a detailed plan for bringing your company into greater profitability
through stronger manufacturer/retailer relationships. Not to mention you’ll
Back By Popular
Demand
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 at
DHaym@wbresearch.com

Sponsors: 3
 Workshops Sessions Monday, October 25, 2010

Develop solutions alongside industry leaders by registering for the Pre-Conference workshops on October 25th. The entire day is structure to ensure
you have interactive, industry-driven, vendor-free setting. We guarantee you’ll take away specific solutions to your most pressing issues. Most
importantly - workshops are a great relationship building and benchmarking tool, so remember to bring your business cards!

Here’s how each two hour session works:

• 30 Minute: Introduction to workshop leader and topic • 15 Minute: Workshop leaders give results of the exercise and wrap up the
• 30 Minute: Interactive exercise where you can meet those in your group, session.
benchmark and find the answers you need
• 15 Minute: Refreshment break to mingle with other guests and get Note: These workshops are reserved for qualified retailers and
feedback from those at other tables manufacturers ONLY
• 30 Minute: Exercise continues, ensuring you have data and several potential Space for each workshop is very limited and at a first come, first service basis
solutions you can bring back to your office so don’t miss out!!!

A 8:30-10:30 (Refreshment Breaks Included)

Finding The Optimal Resale/Liquidation Channel To Optimize Asset Recovery
What You Will Learn: How You Will Benefit:
• Reviewing your top business goals and objectives regarding returns and • Benchmark against your industry peers: Use peer data to evaluate the

asset recovery including: most productive alternative markets for your product
• True cost measurements • Ensure your new resale strategies deliver improvement to your bottom line

• Brand control • Return to the office with a checklist of latest trends in asset recovery and

• Increase revenue through recovering and reselling of assets profit retention strategies
• Evaluate all available secondary market channels to ensure you optimize all

opportunities to reduce costs and regain profits Workshop Leader:

• Examine new and innovative approaches to reuse your returned or unwanted
Paul Fletcher
inventory by effectively collaborating with the ideal resale channels Vice President
Best Buy

B 10:30-12:30 (Refreshment Breaks Included)

Three External Drivers That Will Impact Every Reverse Logistic Network by 2015
What You Will Learn: How You Will Benefit:
• How increased fuel costs will impact reverse logistics network designs • Gain a better understanding of how your world will be impacted over the

• How current sustainability initiatives will impact relations between retailers, next five years
manufacturers, and service providers • Learn how you can leverage this knowledge to cut costs on reverse logistics

• What are some major implications of the continuing trends to move • Walk away with insights and suggestions to minimize risks and maximize

manufacturing off shore and outsource reverse logistics functions opportunities

Workshop Leader:
Curtis Grieve
CEO
Greve Consulting

C 12:45-2:45 (Lunch Included)

Utilizing Customer Feedback And Collaborating With Your Partners To Develop Returns Prevention Strategies
What You Will Learn: How You Will Benefit:
• Analyzing latest market research on top reasons your products are returned • Explore main reasons your products are returned to focus resources on the

to explore how you can support the customer and prevent the return most crucial profitability point
• Managing increasing customer expectations by providing in-depth sales • Educate your consumer to minimize NTF (no trouble found) returns

team training at the retail level • Benchmark against industry leaders on best practices and loop holes in

• Collaborating with marketing to account for returns when developing collaborating with your retailer/manufacturer
marketing copy
• Providing customer support after sales to prolong your product’s longevity
Bonus: Walk-away with an outline for top reasons your products are
returned and what you can do to fix it!
Workshop Leader TBD

D 3:00-5:00
Inmar Reverse Logistics Facility Tour
What you will learn: How you will benefit:
• How high-tech sortation equipment speeds the crediting process and • Benchmark against those with a similar returns process

improves shipping accuracy • Find new ways to update your current reverse logistics strategies

• How trading partners collaborated to implement a one-touch processing • See first hand how Inmar helps their clients manage returns as costs

model to gain efficiencies, reduce transportation costs and improve efficiently as possible
sustainability efforts
• How to implement high-level security processes and deliver regulatory
Bonus: Return to the office with a checklist of latest trends and best
compliant disposition reporting to minimize risk practices in reverse logistics and profit retention strategies
• How to use web-based tools to monitor inventory levels and the
Workshop Leader:
debit/credit financial status, as well as to benchmark against industry peers Rich Fanning
Executive Vice President, Operations
inmar

4 REGISTER NOW! Visit: www.ConsumerReturnsUSA.com • Call: 646.200.7530 or 888.482.6012 • Fax: 646.200.7535 • Email: ConsumerReturns@wbresearch.com
Main Conference Day One Tuesday, October 26, 2010

7:30 Continental Breakfast & Conference Registration 10:10 Examining The Current Consumer Electronics
Landscape
8:30 Welcome Remarks
Steve Koenig
Debra Haym Director, Industry Analysis
Executive Director Consumer Electronics Association
Consumer Returns 2010 • Explore the economic climate, current consumer spending and its
effects on returns: what are they indicating for the near future
8:40 Chairperson’s Opening Remarks • Analyze consumer electronics market data to uncover future trends
Joseph C. Lawler and how it affects your business, regardless of industry
Chairman, President and Chief Executive Officer • Uncover best practices to respond to changing consumer needs and
ModusLink Global Solutions its effect on consumer satisfaction

9:00 Managing Returns, Repairs And Reverse Logistics In A 10:45 Morning Networking & Refreshment Break In The
Global Consumer Environment Solutions Zone
Heinz Winkel
11:20 Making The Business Case For IT Investments In Your
Global Director, Contact Center and Repair Programs
Reverse Supply Chain
Hewlett Packard
Karen Koewler
• Summarizing current global trends in repair services, specifically
Director of System Strategy
green, recycling and environmental initiatives.
Best Buy
• Determining the impact of supplier management, legislations,
customer preferences and SC setups on current trends Jeff Stratman
• Taking a deep dive look at efficiency drivers, outsourcing, insourcing, Merchant Director, Secondary Markets
repair models, simple repair, repair & return, exchange, voucher, Best Buy
customer self repair, etc... • Evaluating the effectiveness of your current IT solutions: Are they
specifically designed for the reverse logistics space?
9:35 Finding Value In Returns • Examining the short-term, medium-term, and long-term ROI levels of
MaryAnn D’Antono reverse-focused IT solution categories
Director, IT Initiatives • Are your forward logistics systems suitable for reverse configuration?
New Breed Logistics Breaking it down on a category-by-category basis

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!

TRACK A: Customer Optimization

11:55 Roundtable Discussions
Imagine 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 your
job.
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
ROUNDTABLE 4: Analyzing Returns Data To Boost Profit Margins
And Increase The Customer Experience
Doug Hampton, Senior Manager of Customer Operations, Sony
ROUNDTABLE 5: Improving Policies And Processes For In-Store
Returns To Reduce Fraudulent Returns
Sanford Siegel, Director, Loss Prevention Operations, GameStop
ROUNDTABLE 6: Uncovering Best Practices On Returns From
Retailers And OEMs
Candice Ramjohn, Ecommerce Drop Ship Specialist, Meijer Inc/
Ecommerce

session, table wrap up! 1:20 Lunch For All Attendees

ROUNDTABLE 1: Social Media In Returns: Controlling The Impact
Of One Unhappy Customer Afternoon Tracks On Customer Optimization
James Vick, Director, Third Party Service Programs, Acer
2:25 Track Chairperson’s Opening Remarks
ROUNDTABLE 2: Reverse Logistics And Test & Repair Programs:
Managing For Enhanced Customer Goodwill And Optimal 2:30 PANEL: Stop Product Returns Before They Start:
Financial Return Improving The Customer Experience To Reduce
Dan Gardner, VP Business Development, ATC Logistics & Electronics Returns
ROUNDTABLE 3: Determining If The Product Is NTF Early In The Michael Lesshafft
Return Process Service Quality Manager
Rachel North, Director, Post Sales, Toshiba Information Systems Lexmark

Sponsors: 5
 Gus Erazo
Director Of Engineering
Panasonic 4:10
Kim Folsom
Founder And CEO
ShowUhow, Inc.
John Ford
Member of Supplier Collaboration Group
Staples
• Preventing costly returns: Manufacturers partnering with retailers to
educate shoppers at the point of sale to ensure clear expectations
• Utilizing proactive solutions to help consumers self serve answer to
their own questions once they get the product home
• Ensuring consumer satisfaction from showroom to family room
reduces customer support costs, increases margins, lowers product 4:45
returns and improve customer service levels
3:05 Leveraging The In-Store Experience To Prevent
Returns And Ensure A Satisfied Customer
Walter Broussard
Senior Vice President, Store Operations
Conns
• 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 5:20
introduced to the appropriate customer to reduce NTF returns
3:40 Afternoon Networking & Refreshment Break
Net Promoter Scores: How To Make Your Customer
Happy (And Avoid Returns)
Tony Sciarrotta
Director, Asset Recovery
Philips Consumer Lifestyle
• NPS - Net Promoter Score - the new measure of the voice of the
consumer
• 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?
Understanding Current Consumer Spending And Its
Effects On The Returns
Tim Conrad
Director Of Supply Chain Integration
The Gates Group
• Analyzing consumer market data to extrapolate major trends
affecting your industry
• Forecasting future trends in returns and key strategies employed by
your industry peers to respond to changing consumer needs
• Utilizing lessons learned from relevant industries to integrate
innovative strategies in ensuring customer satisfaction
Track A Chairperson’s Closing Remarks

TRACK B: Asset Recovery And Recycling

2:30 Create A Best In Class Asset Recovery System To
Ensure You Recapture Profits On Your Returned Items
11:55 CLOSED DOOR VIP Think Tank:
Collaborating With Your Joe Sannella
Retail/Manufacturer Through Back By Popular General Manager of Product Lifecycle
TTE Technology
Consistent Communication Demand
And Data Sharing Tony Sciarrotta
• Improving communication between OEMs and Retailers by
Director, Asset Recovery
integrating sales team in returns prevention strategies
Philips
• Getting involved with sales in the vendor agreement process to
ensure full access to data and cost control Dan Barrett
• Identifying data you can expect to get from your supply chain partners Manager, Returns Solutions, Shipping Services
• Measuring costs incurred by OEMs and Retailers to develop a USPS
method to minimize
Debi Brown
Director, Operational Excellence
1:20 Retailer ONLY Workshop Lunch Included Overstock.Com
Overcoming The Impact Of Returns: NEW • Analyzing the ROI of utilizing a secondary sales channel to identify
Recapture Profits And Maintain The Ideal criteria for product selection and avoid overspending on used products
Customer Experience • Negotiating with secondary retailers to ensure your returned products
Moderated by: are purchased for resale
Kevin Winneroski
• Establishing relationships with supply chain partners to eliminate
Vice President, Secondary Markets redundant planning for returned goods
Best Buy
3:05 Changing Terms For Third-Party Collectors To Drive
• Save potentially lost revenue by benchmarking strategies against Best-In-Class Recovery Performance
those of your retailer peers
Matt Peterson
• You don’t have to worry about being quotes! No press or vendors are
Senior Manager, Americas Service Parts
allowed into this session – giving you a chance to speak openly about
Dell
issues
• Talk through your most difficult issues in a “no holds barred” and • Review Dell’s current pilot initiative with third party regional
non-competitive environment collections providers
• It’s Retailers only…need I say more? • Understand how their new process reflects more of a true “pay for
performance” model in which collections providers are paid only for
Afternoon Tracks On Asset Recovery And Recycling what they collect
• Uncover the differences between this model and their financial
2:25 Track Chairperson’s Opening Remarks incentive models currently used for all other worldwide providers

6 REGISTER NOW! Visit: www.ConsumerReturnsUSA.com • Call: 646.200.7530 or 888.482.6012 • Fax: 646.200.7535 • Email: ConsumerReturns@wbresearch.com
3:40 Afternoon Networking & Refreshment Break potential collaborative efforts you can undertake to reduce damages
in your supply chain
4:10 Avoiding Damages To Your Returned Products To
Minimize Additional Costs 4:45 Maximizing Product Lifecycle By Optimizing Recycling
Opportunities
Mike Lyons
Founder and CEO Gary Moore
Simpak International, LLC Senior Manager, Reverse Logistics – Recycling
Sprint
Rubina Farooq
Director, Reverse Logistics • Examining current legislature and most popular recycling processes
LG Electronics utilized today to identify most profitable for your products
• Exploring innovative approaches to recycle your products and avoid
• Examining major reasons products get damaged during the returns leaving money on the table
process to outline how you can prevent this • Analyze the cost and benefit for various recycling opportunities to
• Calculating the cost of damaged goods on your product to analyze identify the most appropriate for your product
the opportunity cost of ignoring the issue
• Exploring major challenges faced by your partners: focus on 5:20 Track B Chairperson’s Closing Remarks

5:25 Consumer Returns 2010 Cocktail Reception

After 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 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

Main Conference Day Two Wednesday, October 27, 2010

8:00 Continental Breakfast From the big “Box” (retailer) to the individual product “Box”
(package); panelists will discuss best practices for:
9:00 Chairperson’s Opening Remarks • Reducing and streamlining returns

• Identifying and eliminating fraud

9:15 Reuse And Recycle Programs At Hewlett Packard • Minimizing warranty claims and risks

Steve Rockhold 11:00 Morning Networking & Refreshment Break

Vice President, Program Management, Reuse and Recycling
Hewlett 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 Noone
VP Global Aftermarket Solutions
ModusLink Global Solutions
Most of us recognize that gaining efficiency in the reverse supply chain
can 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
11:30 Developing A Sustainable e-Waste Recycling Program
Chuck Johnston
Senior Director, Returns Center
Wal-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 Protection
Programs Can Help Reduce Consumer Returns
Rich Meehan
Director of Strategic Relationships
Assurant Solutions

• 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 President
SIRAS
Additional panelists to be confirmed. Please visit the Consumer Returns
website at www.consumerreturnsusa.com for updates
Additional panelists to be confirmed. Please visit the Consumer Returns
website at www.consumerreturnsusa.com for updates
• Reviewing the extended service contract (ESC) and handset
protection programs
• Reducing NTF returns and returns due to complex technology
through troubleshooting, technical help and over-the-wire assistance
• Lowering returns through repair/replacement plans and via services
such as installations & tutorials
12:40 Lunch For All Attendees

Sponsors: 7
 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!

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

1:40 Track Chairperson’s Opening Remarks Track Chairperson’s Opening Remarks

1:50 PANEL: Exploring Effective Techniques To Reduce Costs Returns Convergence: Strategy Sync Between Retailers
From Your Reverse Logistics Operations And Manufacturers
Pam Rapp Chris Griffin
Director, Return Center Division Senior Manager, Global Retail Returns Entertainment & Devices –
Wal-Mart AOC Global Services, Microsoft
Craig Sultan • Reviewing returns trends in the industry over the past 10 years
Manager, Reverse Logistics • Examining the reasons customers return items and how it spill back on
The Home Depot the retailers and manufacturers
• With such high numbers of NTF returns, determing how collaboration
• Reviewing all of your costs to determine what costs can be avoided and
between these groups can prevent returns pre through post purchase
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 Breaking Silos: Ensuring Retailers And eTailers Align
Their Returns Initiatives
Ron Sprung, Director
Reverse Logistics Jon Heller,
Canon Senior Director, Quality
LG Electronics
• Review Canon’s current reverse logistics program
• With so many options available, understand why Canon chose to be • Examine how multiple business units are currently contributing to rates
internally focused rather than outsourcing their reverse logistics of product returns
operations • Ensure leaders from sales, product design, packaging, finance, and
• Take home understanding of how Canon keeps their program consistent reverse logistics meet to create and execute a concerted attack on
across borders product returns
• Develop a comprehensive framework for effective inter-communication

3:00 Afternoon Networking & Refreshment Break

3:30 Optimize Resale While Not Impacting Your Top Item Maximizing Internal Collaboration To Provide Best-In-
Prices Class Multi-Channel Customer Service
Frederick Crosby Craig Sultan,
Managing Director Manager, Reverse Logistics
eBay The Home Depot
• Evaluating resale channels you utilize today to ensure you are optimizing • Review your current returns policies: Are your in-store and online return
your resources at the lowest cost initiatives the same?
• Benchmarking against your industry peers to evaluate the most • Run surveys to see if your customers are reading the product return
productive alternatives relevant for your product policy before or after purchase
• Differentiating your refurbished products vs. your top line products to • Define best practices across your business channels to ensure higher
stop price cannibalization customer satisfaction

4:05 State of The Practice In Consumer Returns

Mark Ferguson
Professor of Technology And Management
Georgia Tech
• Review results from the consumer returns survey to provide benchmarking data to the audience on key metrics and practices currently used to manage
consumer 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

8 REGISTER NOW! Visit: www.ConsumerReturnsUSA.com • Call: 646.200.7530 or 888.482.6012 • Fax: 646.200.7535 • Email: ConsumerReturns@wbresearch.com
About Our Sponsors
Assurant Solutions businesses develop, underwrite,
market and administer specialty insurance, extended
service contracts and other risk management solutions
through collaborative relationships with leading financial
institutions, retailers, manufacturers, automobile dealers, funeral homes,
utilities and other entities. With operations in 24 cities, including executive
offices in Atlanta, Ga., Assurant Solutions serves clients and their customers in
12 countries throughout North America, the Caribbean, Latin America, Europe
and Asia. www.assurantsolutions.com. Assurant Solutions is part of Assurant, a
premier 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 Stock
Exchange 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-added
services 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. ATCLE’s knowledge, expertise, IT
capabilities and 99.5 percent service and quality levels enable its customers to
streamline supply chain efficiency and enhance growth and profit. For more
visit: www.atcle.com.
Brightpoint, Inc. (Nasdaq:CELL) is a global leader in
providing customized logistic services and distribution of
devices 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 its
customers to benefit from quickly deployed, flexible, and cost-effective
solutions.
Brightpoint’s FTZ facilities in the Indianapolis area offer significant advantages
to 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 sales
channels 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 America’s Most Admired Companies by
FORTUNE 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 and
businesses worldwide with a broad portfolio of
transportation, e-commerce and business services. With
annual revenues of $33 billion, the company offers integrated business
applications through operating companies competing collectively and
managed collaboratively, under the respected FedEx brand. Consistently
ranked 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 standards
and the needs of their customers and communities. For more information,
visit http://news.fedex.com/.
Inmar Reverse Logistics is the industry’s leading
provider of technology-driven reverse logistics and
supply chain solutions that enable clients to manage the
physical, financial and information flows of their supply chain.
Our solutions include:
Sponsors:
• Returns Management-- Single Source Solution from return authorization to
final disposition
• Asset Recovery—Value-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 information
Our 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 expert
capabilities with a commitment to service, Inmar Reverse Logistics provides
best-in-class solutions.
Jabil is a world class EMS services provider, recently
organized 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 Exchange
(NYSE) as JBL. Jabil’s After-Market Services division’s core business is
providing high quality, fast-turn aftermarket services for the communications,
computer, medical and electronics industries. For over 27 years, Jabil has
served the world’s top OEMs with repair support and logistics services. Jabil
has dedicated services facilities located in North America, Europe, and Asia,
with 12,000 people dedicated to providing screening, testing and repair
services. Our business strategy is to develop long-term mutually beneficial
partnerships with our customers.
Liquidity Services, Inc. (LSI) is a leading online
auction marketplace for wholesale, surplus and salvage
assets. LSI enables its corporate and government sellers
to enhance their financial return on excess assets by providing a liquid
marketplace 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 registered
professional buyers access to a global, organized supply of wholesale, surplus
and salvage assets in over 500 product categories. Since inception, LSI has
conducted over 1.9 million online transactions generating over $1 billion in
gross merchandise value.
ModusLink Corporation (Nasdaq:MLNK) is a leading
provider of outsourced, global supply chain management
services 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, reverse
logistics and asset disposition, helping consumer electronics companies
provide the most efficient, timely and cost-effective aftermarket experience to
their customers. For additional information, visit
www.moduslink.com/aftermarket
New Breed is a privately-held, third party logistics
provider, 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 Breed’s reputation for excellence in implementing and
operating large, comprehensive programs that transform its clients’
businesses has earned New Breed a host of industry-leading clients.New
Breed’s infrastructure consists of more than 50 distribution center operations
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.
9
 ShowUhow, Inc. provides a video-based platform that
enables retailers and manufacturers to show their
consumers how to set-up and use consumer products
easily. 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 intelligence
including 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, installation
and 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, and
Toys”R”Us.
Simpak International LLC was given a challenge by
companies 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. Simpak
manufacturers a patented protective packaging product that can be custom
designed to protect products such as LCD’s, 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 our
packaging 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 friendly
“Simpads” give us a call. Michael Lyons President of Simpak International LLC
About Our Media Partners
GoingToMeet.com is your preferred website for it is an efficient
guide 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 today’s business
logistics managers the information and expertise they need to
speed 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 the
most trusted source of intelligence for international logistics
executives 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 through
new, analysis, case studies, and perspective pieces back by PIERS Global
Intelligence Solutions data.
Loss Prevention is a high-quality, contemporary magazine
dedicated to providing in-depth, timely articles of high interest
to loss prevention professionals and retail management.
Covering wide-ranging topics from investigations to technology to
management 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. LossPrevention’s content is delivered via a bi-monthly
print edition, daily updated web site, monthly e-newsletter, and interactive
digital archives.
10 REGISTER NOW! Visit: www.ConsumerReturnsUSA.com • Call: 646.200.7530 or 888.482.6012 • Fax: 646.200.7535 • Email: ConsumerReturns@wbresearch.com
SIRAS is the pioneer in Point-of-Sale (POS) Electronic
Product 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. SIRAS
establishes a unique “fingerprint” for every product, preserving consumer
anonymity. At the same time, SIRAS provides valuable tools for its
manufacturing, retailer and law enforcement partners to optimize operations,
resolve investigations, and improve the consumer experience. SIRAS also
provides law enforcement and retail loss prevention professionals FREE access
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 distribution
network in the world, delivering nearly 200 billion
pieces of mail every year. It’s the only service that
goes 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…
today’s Postal Service does a lot more than deliver mail. The Postal Service is
committed to preserving its place among the world’s leading businesses as it
transforms itself to meet the challenges of the 21st century.
The Mission of SIA is to create a forum where service partnerships
are made and business transactions are completed and to serve as a
forum where every member can enhance their business and to take
collective action for the betterment of the industry whenever necessary. SIA
promotes an open environment of interdependence & co-operation between
manufacturers, 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 at
www.servicenetwork.org or call 619-221-9200.
SupplyChainBrain is the world’s most
comprehensive supply chain management
information 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 managing
risk, aligning the supply chain with corporate planning, achieving competitive
advantage, balancing customer demands with the need to control cost, and
improving the bottom line. The industry’s most experienced staff and many
well respected content partners offer executive decision-makers a synthesis of
many minds, singularly focused and delivered in the medium they choose.
www.supplychainbrain.com
Supply & Demand Chain Executive is the executive's
user manual for successful supply chain transformation,
utilizing hard-hitting analysis, viewpoints and unbiased
case studies to steer executives and supply management professionals through
the complicated, yet critical, world of supply and demand chain enablement to
gain competitive advantage. On the Web at www.SDCExec.com.
Registration Information
$200 Discount If Paid $100 Discount If Paid Full Conference
Pricing For Retailers and Manufacturers In 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

Group Discounts for Retailers and Manufacturers:

$250 Discount If Paid $150 Discount If Paid Full Conference
Groups of 2-3 (Price listed per person) In 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) $1,549.00 $1,649.00 $1,749.00
Two Day Main Conference (October 26-27, 2010) $1,049.00 $1,149.00 $1,249.00

$300 Discount If Paid $200 Discount If Paid Full Conference

Groups of 4+ (Price listed per person) In 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) $1,499.00 $1,599.00 $1,699.00
Two Day Main Conference (October 26-27, 2010) $999.00 $1,099.00 $1,199.00

Pricing For Resellers, Remanufacturers And Liquidators:

For Group Discount And Sales $200 Discount If Paid $100 Discount If Paid Full Conference
Please Contact: In Full By August 27 In Full By Sept 25 Price
Bill Penney Two Day Main Conference
Phone: +1 (866) 691-7771 (October 26-27, 2010) $1,699.00 $1,799.00 1,899.00
Fax: +1 (416) 598-1452
Pricing For All Others*:
Email: bill.penney@wbresearch.com
Full Conference
Price
Two Day Main Conference (October 26-27, 2010) $2,599.00

Please note: All discounts are valid for manufacturers and retailers only
Hotel Information
*’Others’ includes any service provider to manufacturers and retailers - solution providers, 3PLs, consultants or any third party
vendors 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 to
qualified 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. Team
discounts must be booked and paid for at the same time.
Westin Galleria Dallas
13340 Dallas Parkway WBR reserves the right to enforce pricing on the basis of job title and company type. Fee includes continental breakfast, lunch,
Dallas, TX 75240 cocktail receptions and conference documentation. Please note that Connecticut residents must add 6% sales tax to their
Phone: (972) 934-9494 Fax: (972) 851-2869 registration fee.

New Location and Venue!

Newly-transformed, The Westin Galleria Dallas Purchase Select Audio Presentations From This Event!!
is the gateway to all points north, south, east
and west in the Metroplex. Enjoy access to the Can't make it to Consumer Returns 2009? No need to worry. You can purchase select audio presentations to
best shopping, dining, and entertainment in share with your team. Register for the event today and get your VIP package for an extra $250! That's a
prestigious North Dallas. The hotel is located savings of 40% for the CD ROM!
within the impressive Galleria shopping center *Presentations available at the approval of the conference speakers. Allow 3-4 weeks after the event for
with over 200 shops, restaurants, and shipping.
attractions all just an elevator ride away.
VIP Package (Select any packageabove and for an additional $250 gain access to select audio
Consumer Returns has procured a reduced presentations to this event)
conference rate of $149 per night (plus
CD-ROM Only: $580
tax). To make your reservations, call the
Westin Galleria at +1 972.934.9494 and
identify yourself as a Consumer Returns
attendee. Rooms are limited and are on a first
come, first served basis, so make your
reservation as soon as possible. The For every registration received for Consumer Returns, WBR will donate a portion of
discounted rate expires on October 4th. the registration fee to Smile Train. For more information about WBR’s involvement
After October 4th, rooms may still be available, with Smile Train, please visit www.ConsumerReturnsUSA.com.
so inquire with the hotel if you have missed
the cut off date.

Sponsors: 11
 October 25-27, 2010 WBR
The Westin Galleria 535 Fifth Avenue, 8th Floor
Dallas, TX New York, NY 10017

❑ YES! I will attend Consumer Returns 2010!

For package and pricing information, see page 11 Five Easy Ways To Register
❑ Two day Main Conference + ❑ Workshops ONLINE www.ConsumerReturnsUSA.com
Pre-Conference Workshops Please R.S.V.P for workshops you want to attend: EMAIL ConsumerReturns@wbresearch.com
❑ Two Day Main Conference ❑A ❑B ❑C ❑D
FAX This form to us at 1-646-200-7535 and you will be
contacted for payment details .
Delegate Details Please photocopy this form for additional registrations.
MAIL Your registration form and payment details to:
(Mr./Ms./Dr.) First Name ___________________________________________________________
Worldwide Business Research
Last Name ______________________________________________________________________
535 5th Avenue, 8th Floor, New York, NY 10017
Title __________________________________________________________________________
Address _______________________________________________________________________ CALL 1-888-482-6012 or 1-646-200-7530
City __________________________State _____Zip ___________________________________
Phone (_____) ____________________Fax (_____) ____________________________________
E-Mail_________________________________________________________________________

Your priority booking code is:

When registering please provide the code above.

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: _______________________________________
Attention Mailroom: If undeliverable to the addressee, this time
sensitive information should be forwarded to:
Cardholder’s Name__________________________________________________________________
Retailers: Head of Store Operations
Signature _________________________________________________________________________
Manufacturers: VP of Service
Please visit www.ConsumerReturnsUSA.com FAQ page for cancellation, postponement and substitution policies. 14680.003/DB
REGISTER NOW!
Fax: 646.200.7535 • Email: ConsumerReturns@wbresearch.com
Visit: www.ConsumerReturnsUSA.com • Call: 646.200.7530 or 888.482.6012

consumer electronics, home appliances, and telecommunications.

The ONLY returns management event tailored specifically for
October 25-27, 2010 | The Westin Galleria, Dallas, TX
unnecessary returns. Walk away better equipped to:
Consumer Returns is your first step to recovery from

www.ConsumerReturnsUSA.com
Sponsors:

•
Minimize returns by improving collaboration between OEMs and retailers
equipment handling
Keeping up to date on current regulations to ensure proper recycling and
the sales cycle
Optimize end-to-end asset recovery to ensure the product gets back in
quality and the customer’s product knowledge
Prevent and/or reduce unnecessary returns by focusing on product
customer experience
Recapture profits potentially lost by returns while still focusing on the

I’ve received so many ideas and contacts. Consumer Returns has the
- Raymond Bunora, IT and Logistics Manager, Janome America
potential to save us thousands of dollars in returns!
Organized by: