Agenda

The Operations Summit agenda details all the ways you can learn and the sessions you can attend in two weeks in Cincinnati.

(Tours and Pre-Conference Workshops require an additional fee)

Tuesday | April 12

  1. 11:45 AM – 4:30 PM

    Preconference Workshop: Negotiate Like the Pros – Parcel Contract Negotiations & Other Real World Strategies to Cut Your Shipping Costs 5-25%

    Shipping costs too high? Then you cannot afford to miss this workshop! Led by one of the top consultants in the industry, gain valuable information to negotiate best-in-class pricing and reduce overall shipping costs 5-25%. You will walk away from this half-day session with an in-depth understanding of parcel contracts terms and how to maximize pricing agreements with your parcel carriers.

    Using actual shipping data, you will learn:

    • How to establish shipping baselines and requirements prior to beginning any carrier negotiations
    • Different ways to reduce the impact of accessorial charges and other contract “gotchas”
    • How to use your weekly parcel invoice data to generate powerful information to lower costs

    We will place particular emphasis on how to gain leverage during contract negotiations, and using benchmarking (provided) to your advantage. You’ll also learn additional strategies used by other shippers to reduce delivery costs, how to offer “free” shipping and make delivery a competitive differentiator in your business. We encourage you to register early; seating is limited and this session is expected to sell out!

    • Workshop Leader - Rob MartinezCEO and Co-FounderShipware LLC
  2. 11:45 AM – 4:30 PM

    Preconference Workshop: How to Up Your Game In Omnichannel Operations

    Whether you’ve gone omnichannel, or are in the process of doing so – in fact, wherever you fall in that spectrum – shoppers not only expect but demand flexibility and freedom to buy at their total convenience. This creates supply chain complexity around synchronizing inventory and orders coming from stores, websites, mobile, catalogs, etc. It also involves logistical issues around tactics like ship to store, ship from store and in-store pickup.

    So how do you rise to meet these challenges? It involves a number of initiatives happening in concert: Connecting and sharing data across channels, training staff for new roles, setting expectations, breaking down established silos and redesigning fulfillment structures and processes, to name a few.

    This informative workshop will tap the experience of experts from both top retailers and solution providers to help you create an effective omnichannel strategy – or improve upon your existing one.

    Topics covered will include:

    • Technology, systems and integration
    • Infrastructure, including space utilization – in the store and the DC
    • Workforce, culture and training
    • Tactical approaches: ship to store, ship from store, in-store pickup
    • Cross-channel sales allocation
    • The impact on manufacturers and brands
    • Achieving cross-channel inventory accuracy

    • Moderator - Theresa RaczkowskiSenior Solutions ConsultantRadial
    • Workshop Leader - Walter WallaceSenior Manager, Ecommerce 3PLTory Burch
    • Workshop Leader - Clayton PerkinsVice President of Product and OperationsDsco
    • Workshop Leader - Chris KoeppelFulfillment Services ManagerNordstrom
    • Workshop Leader - Dan MarousFormer Supply Chain Executive, The Finish Line and Staples
    • Workshop Leader - Laura BarrettPresident and CEOSoft Surroundings
    • Workshop Leader - Kolin KoehlSolutions EngineerTradeGlobal
  3. 11:45 AM – 4:30 PM

    Preconference Workshop: The Accelerating Pace Of Change In The Contact Center, And How To Prepare For It

    It’s been said that the customer experience is the new currency in direct-to-consumer business, and that means you need to step up your game in order to stand out – exploring new avenues and tactics, without abandoning tried-and-true methods.

    What does this mean and what does it look like? While the answers will vary across organizations, a couple basics apply universally: Making the cross-channel experience as seamless as possible, engaging with customers how, when and where they prefer; and connecting the dots across all interactions to understand a customer’s true value.

    In this preconference workshop, hear from leading merchant practitioners about their experiences in the trenches, working to align systems, people and processes in pursuit of the universal goal: Consistently delighting customers to win loyalty, elevate the brand and drive sales.

    And in keeping with last year’s popular workshop, a theme that traces the “tale of two companies” – an ecommerce pure play with a startup mindset, and an established brick-and-mortar retailer – will be woven throughout the sessions, providing valuable insights from both perspectives.

    Other takeaways from these highly informative and interactive sessions will include:

    • Sharing Voice of the Customer (VOC) insights across business units
    • Understanding and addressing rapidly evolving customer expectations
    • Gaining a single view of the customer across channels
    • The right mix of technology and tools – and their costs – for your size operation
    • Recruitment, hiring and training best practices
    • The most critical KPIs for success, and how to track and manage them
    • Improving cross-sell and upsell
    • Finding the right mix of live contact and customer self-service

  4. 11:45 AM – 4:30 PM

    Preconference Workshop: The Fundamentals of Operations & Fulfillment

    This half-day workshop will go over the basics for the beginner while also providing a review for experienced operations management. We'll cover the tactics and strategies of direct-to-customer and omnichannel operations.

    We’ll provide a comprehensive, practical look at what it takes to deliver superior fulfillment as a competitive advantage. There will be real-world examples and lots of interaction among attendees.

    The focus will be on maximizing service performance and operational efficiency. This workshop is a “must” if you are responsible for the direct-to-customer or omnichannel fulfillment process, from supervisors to executives.

  5. 7:30 PM – 9:30 PM

    Welcome Party

    The Welcome Party kicks off your 2016 Operations Summit experience in style. It’s a great place to meet up with your fellow attendees, speakers, sponsors and exhibitors, get a leg up on your networking and make new contacts!

    The party will take place at the Hall of Mirrors Ballroom at the Hilton Cincinnati Netherland Plaza, 35 West Fifth Street. See you there!

    Welcome party sponsored by UPS and Canada Post

Wednesday | April 13

  1. 7:30 AM – 8:20 AM

    Breakfast Roundtables Day 1

    Breakfast roundtables sponsored by FP International

  2. 7:30 AM – 9:30 AM

    Donna Salyers’ Fabulous Furs Facility Tour

    Located in Covingon, KY, Donna Salyers’ Fabulous Furs manufactures and sells the world finest faux fur apparel and accessories. Join us for a tour of the 100,000 sq ft. facility where you will see the call center for both retail and wholesale, merchandise/design operations, warehouse operations, internal manufacturing, and retail store. This highly seasonal business operates its DC and call center very lean during the off season and utilizes seasonal help July through February.

    Bus departs Duke Energy Convention Center: 7:30 a.m.

    Tour time: 8:00 a.m. – 9:00 a.m.

    Bus returns to Duke Energy Convention Center: 9:30 a.m.

    Attendee Limit: 50

    Special information and instructions: Please bring valid government-issued ID

  3. 7:30 AM – 9:30 AM

    TradeGlobal | East Provident Facility Tour

    TradeGlobal is a global supply chain and multi-channel solution provider with an end-to-end e-commerce offering. We provide best-in-class services and solutions to the world’s leading fashion, beauty and lifestyle brands. TradeGlobal unifies website development, digital marketing strategies, omni-channel fulfillment, supply chain logistics and customer care across domestic and international boundaries to create a seamless brand experience. Shipping tens of thousands of packages each day, we absorb the technical and logistical aspects of managing a business so our clients can focus their resources on growth. Please visit us here to learn more about TradeGlobal and the clients we support.

    Our East Provident facility has more than 300,000 square feet, housing many of our brands and serving as our company’s global headquarters. TradeGlobal’s fulfillment operations meet the demands of unique, high-touch, high-end brands that require precise branding and packaging for every order.

    Join us to see, first-hand, industry best practices in warehouse layout and design for wave, batch and single order processing. TradeGlobal deploys two RSU sorters to support dynamic wave pick operations. You will gain insight into TradeGlobal’s direct ship operations, same-day delivery program and omni-channel order fulfillment. TradeGlobal’s fulfillment operations will be of particular interest to visitors seeking to better understand the process of fulfilling products that require special attention to detail at scale.

    In addition to housing state-of-the-art fulfillment technologies and processes, East Provident is home to a 6,000-square-foot photography studio specializing in e-commerce imagery, as well as our digital marketing, web development and client service teams.

    Bus departs Duke Energy Convention Center: 7:30 a.m.

    Tour time: 8:00 a.m. – 9:00 a.m.

    Bus returns to Duke Energy Convention Center: 9:30 a.m.

    Attendee Limit: 50

    Special information and instructions: Please bring valid government-issued ID

  4. 8:20 AM – 9:10 AM

    KEYNOTE: Leveraging Cross-Border Trade Insights to Increase Sales

    The shopping habits of consumers around the world are constantly evolving, making it crucial for merchants selling internationally to stay up-to-date on market changes. PayPal recently investigated the online and cross-border shopping habits of more than 23,000 consumers in 29 countries, uncovering valuable insights merchants can leverage for their own global sales strategies.

    Join PayPal’s Director of Global Cross-Border Trade Initiatives, Melissa O’Malley, to learn more about:

    • The global cross-border market opportunity, with insights on the top markets buying from U.S. merchants
    • Harnessing mobile commerce to tap into new international markets
    • Why improving your shipping strategy will help you win over global customers
    • The importance of search engine optimization on global sales success
    • Individual country spotlights, including information on attitudes to currency conversion, freight forwarding and more

  5. 8:30 AM – 9:20 AM

    The Big Picture: The Customer (Experience) is King

    Absolutely everything that goes on in your contact center, customer care and customer service departments is subservient to this guiding principle: The customer experience is king! And how all the various pieces of your customer operations come together to make this a reality is a major component of your company’s success. Giving customers what they want doesn’t have to be expensive, but it needs to be relevant. Retailers who get this right offer a differentiated experience which simplifies customers’ lives and makes them feel valued – turning them into loyal brand champions.

    In this session, a panel of merchant practitioners will discuss key factors in formulating a winning customer experience, including:

    • Creating a compelling experience that leads to increased spend and loyalty
    • How to keep it relevant and real for your audience
    • Being memorable and standing out from the crowd
    • Consistently aiming for the “wow” factor, and getting to “delight”

  6. 8:30 AM – 9:20 AM

    The Big Picture: Keeping Your Omnichannel Strategy on Track

    Now that you’ve gotten your omnichannel operations off the ground, how do you structure it for future growth and success? How do you ensure that it tracks with your overall organizational and business goals? How does your organizational structure need to change and adapt to meet the omnichannel challenges? This session is where you come to hear about the “big picture” view of omnichannel at the enterprise level. Led by an industry expert and a panel of retail practitioners, we will cover things like roles and responsibilities, distribution models, cross-channel alignment and fulfillment approaches.

    You will hear about:

    • The impact of omnichannel on the store network
    • Inventory and sourcing considerations
    • Personnel, task allocation and training
    • Getting to a seamless experience for customers

    • Moderator - David PackeeHead of Enterprise SalesRadial
    • Panelist - Walter WallaceSenior Manager, Ecommerce 3PLTory Burch
    • Panelist - Ian HobkirkPresidentCommonwealth Supply Chain Advisors
    • Panelist - Dan MarousFormer Supply Chain Executive, The Finish Line and Staples
  7. 8:30 AM – 9:20 AM

    How An Exceptional Returns Experience Can Improve Your Profitability

    In the age of the customer, retailers can no longer afford to treat the returns experience as an afterthought. It’s too important to the overall customer experience. And just as customers demand a shopping experience that is fast, convenient and seamless, their expectations for returns are no different. However, providing an exceptional returns experience doesn’t have to be expensive. In fact, retailers should stop seeing returns as a cost center – and instead seize the opportunities they present to improve customer satisfaction and increase repeat business.

    In this session, you’ll hear insights from top retailers and a leading solutions provider on what it means to take a customer-centric approach to returns. They’ll discuss advance visibility and its many advantages, like enabling early/advance customer credits and helping to control processing costs. Most importantly, they’ll explain how improving the returns process for customers can improve your bottom line as well.

    Takeaways:

    • Improving the post-purchase experience through returns
    • The power of returns analytics
    • Cross-channel returns strategies
    • Managing international returns

    • Moderator - Ellen ShannonChief Content Director & PublisherMultichannel Merchant
    • Panelist - Patrick AllardSVP, Retail Sales and Channel Partner Development, Commerce ServicesPitney Bowes
    • Panelist - Brett BrileySenior Manager of Customer Experience-LogisticsAmerican Eagle Outfitters
    • Panelist - Catherine FarrellVice President of IT and OperationsTitle Nine
    • Panelist - LinkDC and Operations ManagerTitle Nine
    • Panelist - Rich ByrnesDirector of Logisticsrue21
  8. 8:30 AM – 9:20 AM

    The State of Operations 2016

    If you’re an operations and fulfillment professional, it may seem at times as if change is the only constant. From the continued rapid growth in ecommerce, to broader adoption of omnichannel fulfillment, to growing global operations and cross-border, there’s an awful lot to sort through and keep on top of. But not to worry – we’ve assembled a panel of operations executives from across disciplines, market sizes and sectors to discuss some of the key issues of the day. In this moderated session, the panel will address questions based on Multichannel Merchant’s MCM Outlook 2016 report, as well as executive reports on operations topics, to help arm you with insights and intelligence that will prepare you for what comes next in this dynamic, exciting industry.

    • Moderator - Mike O'BrienSenior Content ManagerMultichannel Merchant
    • Panelist - Deanna KaufmanManager, SolutionsFedEx Services
    • Panelist - Al BessinChief Operating OfficerCirca Lighting
    • Panelist - Mark StoyeDirector of Ecommerce Fulfillment OperationsTobi.com
    • Panelist - Gary ColangeloVice President of Client ServiceSpend Management Experts
  9. 8:30 AM – 9:20 AM

    Shipping as a Strategy – More Mission Critical Than You Might Think!

    This session is designed for retailers, catalogers and ecommerce businesses that sell direct to consumer. Are your shipping and returns policies costing you customers? Leading online sellers are turning shipping into a strategic advantage, leading to higher cart conversions, growth in membership programs, increased revenue per sale, higher customer lifetime value, improved customer retention, positive word-of-mouth referrals and many other benefits.

    For many companies, shopping cart abandonment is highest at the point where shipping costs are revealed. Can you afford to offer free shipping? Can you afford not to? What about ship-to-store, ship-from-store and free returns? Should you be exploring same-day delivery service?

    Presented by a leading industry authority, this session will show you:

    • How leading ecommerce businesses are using shipping as a mission-critical strategy to create a sustainable competitive advantage
    • The habits, needs and wants of the online shopper as it relates to shipping
    • How to establish a winning shipping and returns policy and pricing
    • When to offer free shipping – and when not to
    • Advantages of ship-to-store and ship-from-stores strategies
    • Carrier and mode optimization, least-cost-routing and other shipping best practices

  10. 9:20 AM – 6:00 PM

    Exhibit Hall Open/Network Refreshment Break in the Exhibit Hall, 9:20 a.m. - 10:15 a.m.

    Sponsored by PFSweb

  11. 9:30 AM – 10:20 AM

    Making a Case to Enter China's Multi-Billion Dollar Market

    According to a recent report by PayPal and Ipsos, 35% of China's online shoppers claim to have shopped cross-border in 2015, vs. 26% in 2014. And with $14.3 billion of gross merchandise volume settled through Alibaba's Alipay on Singles Day, rumors of a softening China economy proves to be greatly exaggerated. Retailers looking to grow their global ecommerce presence need to take a serious look at China.

    In this session, you will learn:

    • Key demographics to consider in developing your China strategy
    • The economic outlook for China: currency, key competitors and trends
    • The impact of regulations, customer behavior and expectations
    • Who to work with in-country: facilities, delivery services and more.

  12. 9:30 AM – 10:20 AM

    How Small Merchants Can Be Big Cross-Border Sellers

    Smaller retailers may be targeting domestic customers with their SEO plans, and are winning over cross-border customers in the process. And while the intent to sell to a global audience may be great, it could come at a cost: Whether it's monetary like miscalculated taxes and duties, or reputation-wise due to poor translations.

    In this session, a panel of smaller retailers will teach you:

    • How smaller retailers can identify the right target markets for their product lines
    • Where to find the best 3rd party partners for small business needs
    • How to simplify your cross-border growth strategy
    • About pitfalls, problems, and other things to avoid

  13. 10:20 AM – 11:15 AM

    Keynote: Operations Power Panel

    We will bring together some of the best, brightest and most experienced operations executives to discuss where direct-to-customer and omnichannel operations is heading, and where you should be spending your time and money. As DTC and omnichannel operations become more and more important to your company’s success, attending this session will provide key insights as you determine the way forward in an increasingly complex and competitive environment.

    Prior to the panel, Multichannel Merchant and headline sponsor UPS will welcome Operations Summit attendees and offer brief introductory remarks, including some "state of the industry" trends and observations.

    • Moderator - Ellen ShannonChief Content Director & PublisherMultichannel Merchant
    • Panelist - Brent BachochinVice President, Distribution OperationsCornerstone Brands
    • Panelist - Sebastian BurzacchiVice President, Special ProjectsVineyard Vines
    • Panelist - Erik CaldwellFormer Senior Vice President, Logistics and Supply ChainHudson's Bay Company
    • Panelist - Thomas EptingCo-Founder, COOUncommonGoods
  14. 10:20 AM – 11:15 AM

    Localization, Localization, Localization: Understanding Your In-Market Opportunities

    Global customers are increasingly using mobile devices to research and buy. Launching localized mobile-first experiences in international markets is good business, but it’s not without its challenges. Not only do you need to localizing the user experience for currencies, payment methods, and language, but find in-country logistics and fulfillment parties to shorten delivery times.

    In this session, you will learn:

    • The key areas of focus for integrating localization into your global ecommerce plan?
    • The options outside of in-country fulfillment that will help decrease your company's risk
    • What aspects of customer service need to be considered when assisting an international audience
    • What international customers expect to see when viewing a product price that will result in maximized conversion

  15. 10:20 AM – 11:15 AM

    Successful Strategies for Expanding into Europe

    With an economy as large as the United States, the EU offers fantastic growth potential for brands and retailers able to understand the market successfully make the leap. But selling to customers is not as simple as it may seem. Several countries may share common currency, but their cultures and shopping habits are far from universal.
    In this session, you will learn:
    • Which distribution models work in which countries, and how to find the right partners to help you
    • Why localization goes beyond simple translation, and how behaving like a local will help you understand your operating environment
    • Which corporate structure models work best in which country, and how to incorporate or forge an in-country partnership
    • The payment landscape of Europe, and what you need to know about VAT, duties, and additional charges

  16. 11:20 AM – 12:15 PM

    Agents as Shopkeepers: Picking Up On Cues and Clues From Multichannel Interactions

    Your CSRs are in daily contact with customers and prospects brought in from a range of channels: TV, radio, web, email, catalog and mobile. Some are more qualified than others, and they’re being driven to you via different offers and messages that go out based on channel, demographics and other factors. So how do you keep your agents attuned to the “cues and clues” which alert them to opportunities for cross-selling upselling and reselling your products? What type of training is necessary to discern who is qualified and ready to convert, versus someone who’s merely curious and interested, but knows nothing more of your brand than a 30-second broadcast clip?

    In this session, learn how to:

    • Teach agents the “soft skills” related to selling
    • Balance their instruction with technology and tools training
    • Help them attune their hearing to vet and properly direct customers and prospects

  17. 11:20 AM – 12:15 PM

    Successful Omnichannel Retailing: Essential Capabilities, Proven Strategies

    Now that you’ve moved past the business case for omnichannel and are looking at the implementation journey, how can you logically evolve in an area that has so many possibilities and seems to continually grow in scope? Among others, there are major considerations around aligning store and ecommerce operations, disparate inventory pools, pockets of customer information and distribution, sourcing and fulfillment logic – all of which have substantive business and technical implications.

    In this session, a 30+ year retail veteran will lay out what it takes to make your omnichannel efforts a success, with a heavy emphasis on addressing the core capabilities that are essential. Learn how to fashion a logical progression path, where each phase is small enough to be doable but big enough to matter.

    Takeaways:

    • Classic potential starting points for enabling omnichannel
    • Typical gaps that need to be bridged
    • Who needs to be part of the omnichannel team
    • Integration and implementation best practices

    • Speaker - John StelzerSenior Omnichannel StrategistIBM Corporation
  18. 11:20 AM – 12:15 PM

    How Automation Enabled Speed, Accuracy and Global Growth for iHerb

    iHerb is a global pure-play ecommerce retailer with over 35,000 health-related products in stock at its distribution center in Hebron, KY. Its goals for the new facility included providing faster shipping times for East Coast and international customers, a scalable, automated system that could accommodate future growth, and faster order processing which utilized less labor.

    After an exhaustive vetting process, iHerb selected and installed a unique robotic goods-to-person order picking technology. This has resulted in three times the labor efficiency of the company’s batch-based operation, with orders being processed in one-tenth of the time. In fact, most orders are completed in less than 15 minutes, from induction to the shipping dock. The Hebron facility has been such a success for iHerb that it has been used as a blueprint for its new Perris, CA facility.

    Attendees should also consider signing up for a tour of iHerb's Hebron facility, taking place Thursday April 14 from 7:30 a.m.-9:30 a.m.

    Seminar attendees will hear:

    • About the challenges that led iHerb to automate its Hebron, KY facility.
    • About key fulfillment technologies and processes that allow iHerb to get orders out faster and more cost effectively.
    • The results and key benefits of automation realized by iHerb.
    • Insights and recommendations based on iHerb’s experience.

  19. 11:20 AM – 2:30 PM

    Senior Executive Forum: Senior Operations Executives

    Looking for a venue to discuss key marketplace trends, challenges and opportunities and business approaches in a high-level, peer-to-peer exchange? Want to create a year-round network of top operations executives?

    This session is designed as a forum for senior operations executives to dialog on important issues, share ideas and talk about what works and what doesn’t. Each hot-button topic will be introduced briefly by an operations executive, then handed off for a time of moderated roundtable discussion. Insights and findings will then be reported back to the entire group.

    The forum will run the length of two normal conference sessions, and include lunch during the second half. Participants will be expected to take part in the discussion, as this will add value to the session’s output.

    You must pre-register for this forum. There is no extra cost, but only one person per company is allowed – and you must be the top operations executive in your organization in order to participate.

    • Leader - Curt BarryFounder and ChairmanF. Curtis Barry & Company
    • Leader - Brian BarryPresidentF. Curtis Barry & Company
    • Roundtable Moderator - Kunal ThakkarVice President, Global Supply ChainWalmart
    • Roundtable Moderator - Matt DellosVice President of FulfillmentPremier Performance
    • Roundtable Moderator - Brian HansonDirector of OperationsFigi's
    • Roundtable Moderator - Matt TroyVP, Catalog & eCommerceThe Honey Baked Ham Company, LLC
    • Roundtable Moderator - Jay KuhnCOOAero Fulfillment Services
  20. 11:20 AM – 12:15 PM

    Advanced Parcel Negotiation Tips, Tricks & Tactics

    This isn’t your first operations conference. You’ve taken the classes on negotiating parcel agreements in the past. In fact, you’ve negotiated multiple parcel carrier agreements. You’re looking for more, something that will take your current parcel rates from “good” to “great.”

    This session is for shippers looking for advanced strategies to reduce parcel costs through contract negotiations. There are two parts equally important when negotiating carrier agreements – rates and terms. Negotiating UPS, FedEx and other carrier contracts is more complicated than ever before. Learn the ins and outs from a former parcel carrier executive and leading industry consultant to achieve savings of 5%-30%!

    In this session, you will learn:

    • How to take your current parcel rates from “good” to “great.”
    • How to address both rates and terms in carrier agreements

  21. 11:20 AM – 12:15 PM

    How to Reach Customers in Australia

    Despite its small population, Australia is a hot spot for U.S.-based ecommerce companies. Consumer demand for ecommerce imports is high in the Pacific Southwest, spurred by limited local competition and strong unions which result in higher prices and short store hours. In this session, we’ll bring you the strategies and tactics driving success in conducting business in Australia.

    Join us to learn:

    • Key demographics to consider in developing your Australia strategy
    • The economic outlook for Australia: currency, key competitors and trends
    • The impact of regulations, customer behavior and expectations
    • Who to work with in-country: facilities, delivery services and more.

    • Speaker - Jason AcevedoFormer Senior Director, Logistics and Ecommerce OperationsLimited Stores
    • Speaker - Brittany NolandEcommerce Operations SpecialistLimited Stores
    • Speaker - Ryan CalvinManager, New Business DevelopmentTradeGlobal
  22. 11:20 AM – 12:15 PM

    Key Elements of a Global Shipping Strategy

    Shipping cross-border from the U.S.? You will need to make sure you can use carriers that reach your international customer base, in the most efficient and cost effective manner. This session will walk you through the challenges and best in class solutions for building your global distribution strategy. There are many service options for international distribution and delivery, and the choices are increasing.
    In this session, you will learn:
    • The service options available for your cross-border shipping including strengths and considerations of each
    • How to evaluate and select the right service provider(s) and ensure your shipment gets to your customer’s door reliably
    • Key differentiators-transit time, shipment visibility, cost, and duties and taxes
    • The differences between duties and taxes paid up front or by customer at delivery

    • Speaker - Tim SailorPrincipalNavigo Consulting Group
    • Speaker - Douglas SmithVice President, Direct-to-Consumer OperationsBoot Barn
  23. 11:30 AM – 1:30 PM

    Newgistics Facility Tour

    Order fulfillment, parcel shipping and returns management—it all takes place under one roof at our Newgistics SuperCenter. The Hebron, KY facility is more than 500,000 square feet engineered to support dozens of unique clients. A substantial workforce leverages innovation and automation to help accelerate fulfillment and scale with clients. Their proprietary WMS (Warehouse Management System) provides robust operational methodologies and real-time visibility through a dedicated client portal. This sophisticated platform also supports their commitment to brand care, allowing Newgistics to customize solutions for clients ranging from traditional e-commerce merchants to flash sale sites and subscription/membership programs.

    With total square footage equivalent to 12.5 football fields, including pick modules and mezzanines, our SuperCenter warehouses over 45 million units and 115,000 active SKUs of inventory. During peak operations, they process more than 2 million units a week. Over 98% of orders are processed same-day, and our central location enables Newgistics to reach approximately 70% of a client’s customer base within three days with our robust transportation network.

    Bus departs Duke Energy Convention Center: 11:30 a.m.

    Tour time: 12 p.m. – 1:00 p.m.

    Bus returns to Duke Energy Convention Center: 1:30 p.m.

    Attendee Limit: 50

    Special information and instructions: Please bring valid government-issued ID

  24. 11:30 AM – 1:45 PM

    TradeGlobal | Meridian Facility Tour

    TradeGlobal is a global supply chain and multi-channel solution provider with an end-to-end e-commerce offering. We provide best-in-class services and solutions to the world’s leading fashion, beauty and lifestyle brands. TradeGlobal unifies website development, digital marketing strategies, omni-channel fulfillment, supply chain logistics and customer care across domestic and international boundaries to create a seamless brand experience. Shipping tens of thousands of packages each day, we absorb the technical and logistical aspects of managing a business so our clients can focus their resources on growth. Please visit our site here to learn more about TradeGlobal and the clients we support.

    The Meridian facility is 400,000 square feet and the newest addition to TradeGlobal’s growing global fulfillment and logistics network. In addition to fulfillment operations, Meridian is home to TradeGlobal’s Customer Care Center and the Celerity Innovation Center, which supports the discovery and evaluation of the latest trends in e-commerce and retail.

    Meridian also includes an immersive omni-channel demonstration area, featuring mock home, office and retail store environments, where visitors can experience our global omni-channel solution, TG Enterprise, from the customer’s perspective. Finally, visitors will gain firsthand exposure to TradeGlobal’s robust customer care and fraud detection operations. Visitors will witness world-class technology, processes and operations that support some of the world’s most recognized brands.

    TradeGlobal’s fulfillment operations meet the demands of unique, high-touch, high-end brands that require precise branding and packaging for every order. Visitors will see, first-hand, industry best practices in warehouse layout and design for wave, batch and single order processing. TradeGlobal deploys two RSU sorters to support dynamic wave pick operations. Visitors will gain insight into TradeGlobal’s direct ship operations, same-day delivery program and omni-channel order fulfillment. TradeGlobal’s fulfillment operations will be of particular interest to visitors seeking to better understand the process of fulfilling products that require special attention to detail at scale.

    Bus departs Duke Energy Convention Center: 11:00 a.m.

    Tour time: 11:30 a.m. – 1:30 p.m.

    Bus returns to Duke Energy Convention Center: 2:00 p.m.

    Attendee Limit: 50

    Special information and instructions: Please bring valid government-issued ID

  25. 12:20 PM – 1:35 PM

    Luncheon Roundtables Day 1

    Luncheon sponsored by UPS

  26. 1:40 PM – 2:30 PM

    The Voice of the Customer: Getting It Right

    Voice of the customer (VOC) is something that gets talked about a lot in customer care and customer experience circles, but what is actually happening to “functionalize” all that data and input across the various channels? How is what customers are saying to your company, through your agent network and systems, being translated into things like process improvements, product or feature upgrades and website ease of use? This is a challenge that requires a well-thought-out strategy, a willingness to look at and fix what’s broken, and innovative thinking.

    Come hear how leading companies have taken a holistic approach to this issue by:

    • Creating a cross-functional team approach;
    • Leveraging quantitative as well as qualitative data to get a true picture of current state – and desired state;
    • Developing a process to translate issues, ideas and suggestions into proposed improvements;
    • Creating a prioritized “hit list” of upgrades

    • Speaker - Martha BrookeChief Customer Experience Analyst & FounderInteraction Metrics
    • Speaker - David McInnisVice President, Customer RelationsFULLBEAUTY Brands
  27. 1:40 PM – 2:30 PM

    Omnichannel Power Panel: Exceeding Shopper Expectations

    In the new reality of the always-on, demanding shopper, ecommerce orders are processed, to be either picked up in store or sent to the home or office, and returns are made on a whim – the latter increasingly dropped in store for you to handle. And with the expectation bar set so high, there’s no turning back to the old reality of siloed ecommerce, store and catalog operations. So how do you make sure everything is synched up so you can properly manage inventory, orders, routing and fulfillment to not only survive but thrive in this highly complex, competitive environment?

    This power panel of omnichannel merchants, moderated by UPS, will explore what is most important to shoppers, based on findings from the UPS/comScore Pulse of the Online Shopper report, and what it means for your business. We’ll also discuss how the right processes and technology can help you “bring it” to the empowered shopper and ready retailer.

    We will cover:

    • What shoppers want and expect
    • What types of technology you’ll need
    • The secret to managing channels and inventory
    • How your processes will need to change
    • How all this impacts your distribution strategy

    • Moderator - Jim HummeldorfSenior Director of Operations, East Coast Retail Supply Chain SolutionsUPS
    • Panelist - Brandon ThornellVice President, Global Supply ChainSOG Specialty Knives and Tools
    • Panelist - Daylen BushmanVice President, Supply ChainTraeger Wood Fire Grills
  28. 1:40 PM – 2:30 PM

    Reaping the Benefits of a Packaging Evaluation

    There are so many different aspects to ensuring the success of your packaging operations – from materials to design, systems, integration and automation – that a lot goes into tracking and managing all of it to gain peak performance. So what are the key components of a holistic evaluation of packaging, soup to nuts? What are the best practices? And how do you feed back the results to ensure a continuous improvement process?

    In this session, hear from an industry expert and a merchant operations professional about what goes into the evaluation process that will help you assess your current state, where there are areas for improvement and how to implement them and reap the efficiency gains.

    You will learn:

    • How to explore your materials options
    • How to reach cube utilization goals
    • How to address dimensional weight issues
    • How to gain consistency across multiple DCs
    • How to evaluate technology and system needs

    • Moderator - Jim BurnsDirector of MarketingShorr Packaging Corp.
    • Panelist - Peter RenoGM of DistributionDr. Leonard's
    • Panelist - Tyler WolfeSenior Manager, Sourcing and Supply ChainFramebridge
  29. 1:40 PM – 2:30 PM

    Addressing Shipping Issues for Small-to-Medium Business Executives

    When you’re a small-to-medium-sized business selling direct-to-customer in ecommerce, there is a particular set of challenges you face vs. larger enterprises. For instance, you’re probably more directly engaged with, and much closer to, your shipping and distribution operations than the major retailers, and don’t have the same leverage with carriers in terms of parcel volumes and discounts.

    In this session, hear from SMB merchant executives about their particular shipping and fulfillment issues, strategies and approaches, with a focus on practical solutions, what works and ways to gain efficiency without breaking the bank.

    Takeaways:

    • Carrier considerations
    • Manual vs. automated processes
    • Dealing with dock space and inventory access
    • Inbound and outbound best practices
    • Setting winning and workable service levels

    • Moderator - Mike O'BrienSenior Content ManagerMultichannel Merchant
    • Panelist - Robert WrayCEOmp3car
    • Panelist - Lauri SullivanChief Financial Officer/Chief Operating OfficerDonna Salyer's Fabulous Furs
    • Panelist - Al BessinChief Operating OfficerCirca Lighting
  30. 2:35 PM – 3:30 PM

    Dessert Reception in Exhibit Hall

    Reception sponsored by Sealed Air

  31. 2:35 PM – 3:30 PM

    Understanding the Global Payments Landscape

    Just because you accept credit cards does not mean you're ready to accept global payments. Millions of customers worldwide prefer many other payment options and platforms, and if they don’t see their preferred payment options on an ecommerce site, they simply won’t do business there. What merchants need to know is where the opportunity and best practices to implement cross-border online payments is.

    In this session, you will learn:

    • How cross-border consumers prefer to pay for online goods
    • Which payment methods are most popular in which international markets
    • How to optimize fraud management and streamline back-office management
    • What to look for in a merchant of record

  32. 2:35 PM – 3:30 PM

    Finding the Right Last-Mile Delivery Partner

    The last mile is a major challenge for cross-border ecommerce merchants that rely on major shipping providers or the local postal service. In fact, when it comes to B2C, the last mile could be a deal breaker. Fashion apparel manufacturer Alpha Industries will share their cross border e-commerce journey and how their final mile delivery solution tripled sales.
    • Key components of an effective localized delivery evaluation
    • What types of last-mile delivery strategies are used around the world
    • How consumers reacted to a change in final mile delivery options
    • How to avoid leaving revenue on the table

  33. 3:35 PM – 4:25 PM

    A Look at Winning Customer Experience and Retail Innovation Benchmarks

    Come and learn from the second annual “Excellence in Customer Experience Awards” finalists. Theses retail innovators were selected based on actual performance data collected by SmartHub Benchmarking, an autonomous division of eBay Enterprise + Innotrac, about orders placed with more than 200 ecommerce merchants, in conjunction with Multichannel Merchant editors. SmartHub analyzed each important customer touchpoint, charting everything from free shipping price points at the time of ordering, to the expedience of confirmation emails, to evaluation of the packaging material used in shipment, and the touchpoints involved in the returns process. We’ll discuss how to achieve customer-centric excellence across the entire order spectrum.

    At Thursday’s lunch, we'll find out who wins the awards. In the meantime, come hear specifics from awards finalists about to up your game in terms of innovation in crafting the perfect customer experience.

    • Speaker - Mark PierceDirector of Client Services, SmartHubRadial
    • Speaker - Ellen ShannonChief Content Director & PublisherMultichannel Merchant
    • Speaker - Brandon LewisBadge TechnicianZappos
    • Speaker - Jason AcevedoFormer Senior Director, Logistics and Ecommerce OperationsLimited Stores
  34. 3:35 PM – 4:25 PM

    Omnichannel for Manufacturers and Brands: The Need for Bigger Dreams

    It’s time to get real about omnichannel. It’s about more than channels – where customers order, and where we fulfill from. Let’s consider for a moment what real omnichannel innovation looks like and dare to dream bigger about what it could be. It’s not just reserving something online and picking it up in store. It’s something bigger. It’s something the customer never sees or realizes. There are big dreams that persist in omnichannel opportunities and we plan to explore them.

    In this session, hear about a new view on strategy for brands and manufacturers. We will discuss ways to achieve inventory visibility and accuracy, and how it can be optimized and leveraged across your entire organization to access previously unachievable profitability through omnichannel execution.

    Takeaways

    • Thinking differently about optimizing inventory levels
    • Getting over common hurdles by thinking differently
    • Bridging the gap between what you can do and what you want to do
    • Establishing purpose-driven processes

  35. 3:35 PM – 4:25 PM

    How DIM Has Transformed the World of Packaging

    Now that we’ve had some substantial operational history with the new reality of dimensional pricing for smaller parcels, merchant shippers have been forced to reexamine their entire packaging operations. As it turns out, in some instances this conundrum has morphed into a boon in terms of efficiency (up) and cost (down). So maybe the major carriers gave shippers a blessing in disguise?
    In their efforts to avoid getting too dinged by DIM, leading merchants have gotten creative in terms of new packaging solutions and approaches, leading to process improvements and “leaning up” of their overall operations.

    This session will include an in-depth discussion with a packaging industry expert, a retail operations executive and a DC operations consultant who will talk candidly about the journey from DIM mitigation, lessons learned, and the end result of greater productivity, savings – and happier management!

    Takeaways:

    • An outline of the entire process and approach to DIM mitigation
    • The key components of a successful solutions-based approach
    • How these steps can be replicated in your organization

    • Moderator - Ken MyersDirector, Packaging & AutomationTension Packaging & Automation
    • Panelist - Eric KirkhoferChief Operating OfficerBuySeasons
    • Panelist - Wayne TeresPresidentTeres Consulting Inc.
  36. 3:35 PM – 4:25 PM

    Preparing Your DC for Holiday Peak: A Continuous Improvement Process

    Retail’s peak shipping season often represents 40% or more of annual sales stuffed into a roughly six-week frenzy of activity, and for that reason presents logistical challenges each year for fulfillment operations. But while much of the emphasis is placed on the period of hyper demand, in the bigger picture it’s about continuous improvement, with peak as a crucible of learning where takeaways are baked into the process.

    For many, the planning process for peak begins shortly after the New Year, or sometime in January after the dust settles from gift cards and returns. How are you leveraging the “before, during and after” of peak to up your game year-round in terms of performance and efficiency gains?

    Hear from our expert panel about:

    • Continuous improvement, including effective use of your postmortem
    • Dealing with staffing and labor management issues
    • Maximizing the use of your DC space
    • Handling demand forecasting
    • The supply chain: Working with vendors and carriers

    Speakers TBA

  37. 3:35 PM – 4:25 PM

    Making the Call on Ports: Managing Risk, Cost and Service Through Ocean Shipment Routing

    Many ecommerce retailers rely heavily on ocean shipments to get a variety of goods from international manufacturers to North America fulfillment centers. Recent disruptions at West Coast ports created severe problems for companies trying to manage tight inbound timelines while meeting customer expectations for in-stock product and speedy delivery.

    This panel of merchant shippers and experts will explore the current state of inbound logistics from international sources, factors that have created the biggest challenges and how to manage risk going forward to effectively balance costs, time and service level. Find out how logistics leaders are dealing with supply chain risk to help inform your decision process on freight routing and logistics network management.

    Topics will include:

    • Labor, infrastructure and regulatory environments: have the problems been solved?
    • Rate volatility and capacity in critical shipping lanes
    • Managing risk through the contracting process
    • Panama Canal widening and the potential to reroute more volume to the East Coast
    • Key factors in routing decisions and logistics network design

  38. 3:35 PM – 4:25 PM

    Growing Your Business in China and Other Asia-Pacific Markets

    Led by unprecedented growth in China, Asia-Pacific is the fastest-growing region for cross-border ecommerce, and more and more international consumers are shopping online with U.S. retailers. In fact, the Cross-Border e-Commerce market is growing by +27% every year, and according to eMarketer, will be approaching $1 Trillion in 2020. Unfortunately, while many U.S. retailers are seeing a growing share of traffic from China & Asia-Pac visiting their websites, most are also failing to convert these waves on international shoppers.

    In this session, you will learn:
    • Key cross-border trends and insights into what international shoppers are buying and why
    • Which countries are growing the fastest and are the most cross-border friendly
    • How to calculate the Cross-Border Opportunity Gap for your U.S. website
    • The common mistakes and roadblocks that are limiting your cross-border expansion
    • The key success factors to accelerate your global e-Commerce growth

    • Speaker - Chris BoylePresident and FounderGlobal Access
    • Speaker - Ryan HofmannGONE Chief Marketing OfficerGlobal Access
  39. 3:35 PM – 4:25 PM

    How to Acquire International Customers Online

    How do online shoppers in other countries search for merchandise and make buying decisions? SEO, SEM and Social Media are major components to your cross-border customer acquisition strategy. Whether you're trying to acquire customers in Western Europe via more traditional social media such as Facebook, Instagram, and Twitter, or tweak your search strategy in Russia with Yandex or China with Baidu, you'll need to know how to best win in-country clicks.
    In this session, you will learn:
    • About different search engines and social media platforms around the world
    • Best practices and the usual pitfalls retailers encounter
    • The importance of localization in customer acquisition
    • How to effectively plan and manage campaigns and resources on a global scale

  40. 4:30 PM – 6:00 PM

    Exhibit Hall Reception

    Reception sponsored by Pitney Bowes

  41. 6:30 PM – 9:30 PM

    Group Networking Dinner

    After your first day of the conference, join fellow Operations Summit attendees for some extra networking while enjoying our Group Networking Dinner at Morton’s steakhouse! This is a great opportunity for engaging conversation and a great meal!

    Pre-registration for this dinner is required. We hope to see you there!

    Hosted by UPS

Thursday | April 14

  1. 7:30 AM – 9:30 AM

    iHerb Facility Tour

    Come and see state of the art order picking at iHerb. You’ll see, among other automation, a demonstration and tour of the new Perfect Pick goods-to-person order picking system.

    Opened in 2013, the 210,000 square foot facility was designed to meet multiple business objectives, and has exceeded expectations. The iHerb business objectives were to provide faster shipping times for East Coast and international customers, to build a scalable system for future growth, and to process orders faster from induction to shipping with fewer operators.

    The results have been terrific. Orders are processed through the system in as little as 15 minutes, and the system is the first major installation of both Zipline conveyor and the OPEX Perfect Pick system and has served as a template for other iHerb facilities. The Perfect Pick system is easily scalable by simply adding additional aisles, so iHerb can expand as its client base grows. iHerb operators can pick up to 500 items per hour per aisle. The system is capable of processing up to 20,000 orders per day.

    Here's a look at the iHerb facility:

    Additional equipment in the iHerb facility:
    5 – Wexxar automated carton erectors
    Storopack air pillow machines at pack lanes
    5 – 3M automated top tape machines
    2 sets of ID Technology print/apply machines to apply the carton license plate and shipping labels

    Bus departs Duke Energy Convention Center: 7:30 a.m.

    Tour time: 8:00 a.m. – 9:00 a.m.

    Bus returns to Duke Energy Convention Center: 9:30 a.m.

    Attendee Limit: 50

    Special information and instructions: Please bring valid government-issued ID

  2. 7:30 AM – 9:30 AM

    Intelligrated Facility Tour

    With automated equipment, intelligent software and 24X7 support, Intelligrated provides the world’s leading retail and manufacturing brands with material handling automation that delivers speed, accuracy and lower operational costs for optimized distribution and fulfillment.

    Intelligrated offers comprehensive automated material handling systems that optimize efficiency and throughput for store replenishment and direct-to-consumer fulfillment. High-speed material handling systems and intelligent software handle a wide variety of SKUs in designs able to handle seasonal peaks and efficient off-peak operations in dedicated or multichannel fulfillment operations.

    At the Intelligrated world headquarters in Mason, Ohio, you will take a tour of the demonstration center for a hands-on experience featuring running examples of industry leading solutions for each picking; high speed full case, polybag and individual item conveyance; sortation; automated storage and retrieval solutions; order fulfillment and warehouse execution systems to tie it all together.

    Bus departs Duke Energy Convention Center: 7:30 a.m.

    Tour time: 8:00 a.m. – 9:00 a.m.

    Bus returns to Duke Energy Convention Center: 9:30 a.m.

    Attendee Limit: 50

    Special information and instructions: Please bring valid government-issued ID

  3. 7:30 AM – 9:30 AM

    Shorr Packaging Facility Tour

    Step into the world of the latest trends of ecommerce packaging and packaging automation at Shorr Packaging Corp’s Sharonville, OH facility. Watch as custom ecommerce packaging is designed and prototypes produced on our state of the art CAD tables. See productivity enhancing automated packaging machinery in operation and gain an understanding of the “overall cost out the door.”

    Included in the tour will be demonstrations and examples of our value added services including: carton right sizing, Dim Weight analysis, STAMP evaluations and packaging SOP’s provided to our multi-location customers to enforce consistency across all DC’s. This tour is a great follow-up to the packaging session led by Shorr Packaging and will address many facets of packaging.

    Bus departs Duke Energy Convention Center: 7:30 a.m.

    Tour time: 8:00 a.m. – 9:00 a.m.

    Bus returns to Duke Energy Convention Center: 9:30 a.m.

    Attendee Limit: 50

    Special information and instructions: Please bring valid government-issued ID

  4. 7:45 AM – 8:40 AM

    Breakfast Roundtables Day 2

  5. 8:45 AM – 9:35 AM

    Knowledge Management – Making It Work in Customer Care Operations

    As companies expand their business, having a knowledge management solution that works across divisions and even geographies to enable rapid-response customer care is essential to continued growth. Often, however, there are a number of separate, disconnected systems, creating bottlenecks and information silos. This is a problem you need to solve, as knowledge management is so critical to customer service and satisfaction, giving agents across the enterprise instant access to all the information they need, including product data.

    In this session, hear from QVC about how they’re tackling this issue, creating knowledge management solutions that provide a strong foundation for customer success now and in the future.

    Takeaways:

    • How to gather and build off associate input, as they know what they need most
    • How to gain a sound understanding of customer wants and needs – and anticipate future ones
    • How to coordinate and partner with IT and management
    • How to build budget and staff time for associates
    • The importance of reviewing key information throughout the process

  6. 8:45 AM – 9:35 AM

    Drop Shipping Best Practices: Keeping the Customer Experience High, Inventory Low

    Being able to fulfill/meet customers’ product searches requires offering expanded product selection (i.e. all colors/sizes) and thus the amount of inventory you show. A most economical way to achieve this is by utilizing drop shipping. But keeping customer experience high, while including distributed supply and vendor-fulfilled inventory, can be challenging.

    In this panel discussion, we will explore how retailers are expanding and managing distributed or vendor-fulfilled inventory. We'll talk about best practices in vendor onboarding, integration methods, product capture, inventory processes and vendor expectations and requirements.

    Takeaways:

    • How to maintain control over the customer experience
    • Vendor management do’s and don’ts
    • Scaling up and down and handling demand patterns
    • How to gain better inventory visibility
    • Analytics and data to drive best practices

  7. 8:45 AM – 9:35 AM

    Order Selection A-Z: Making Your Operation Best in Class

    This session will cover a variety of order selection equipment, methods, and technologies through the use of case study examples and multimedia videos. We will explore strategies to improve how you organize your orders and inventory. We will also learn about the use of low-tech equipment such as carts and powered vehicles to achieve high, sustained pick rates. Finally, we will look at both systems and equipment that can move your facility to a new level of productivity, including pick-to-light, voice-directed picking, AS/RS systems, A-Frames and sorters.

    Here are some major takeaways from the session:

    • Money-saving ideas you can apply right away, and information for planning longer-term equipment and technology investments
    • A comprehensive overview of order selection systems and equipment, helping you choose one that fits your operation and budget
    • A solid understanding of technology options – strengths, weaknesses and ballpark costs for each
    • Video examples of each technology, explaining how it works and showing an actual DC implementation

  8. 8:45 AM – 9:35 AM

    The Big Picture: Shipping Power Panel

    There’s no shortage of major moves and changes in the world of shipping for direct-to-customer businesses. From industry consolidation, new players, fee increases and network capacity issues, DTC shipping and logistics professionals have a lot to keep track of.

    This panel of experts and DTC practitioners will discuss the key issues and trends impacting retail shipping and distribution, while inviting audience input. Decision-makers will come away with actionable insights to help ensure their operations are running at peak efficiency and effectiveness.

    We will cover:

    • Industry moves and what they mean
    • Improving your transportation management – inbound and outbound
    • Modal decisions (LTL, TL, ground, air)
    • Meeting SLAs and working with suppliers
    • Your shipping mix and the decision process

    • Moderator - Michael DeFabisVice President of Fulfillment/Warehousing SalesIDS
    • Panelist - Douglas SmithVice President, Direct-to-Consumer OperationsBoot Barn
    • Panelist - Nate SkiverSenior Manager, Parcel Network DesignGap Inc.
    • Panelist - Rodney SmallNational Sales ManagerParcel Technology Solutions
  9. 8:45 AM – 9:35 AM

    Aligning Your Global Ecommerce Digital, Logistics and Distribution Strategies

    Many retailers often focus on their ecommerce site, fulfillment location(s) or distribution network either separately in silos or just one area alone when expanding into new markets. Best-in-class retailers today see the benefit of aligning all strategic initiatives for successful cross-border ecommerce expansion.
    Join us to learn:
    • Key tips for eCommerce site development and configuration for expanding into new markets
    • Driving new target audiences to your site and decreasing site abandonment
    • Leveraging outsourced fulfillment strategies for Ecommerce sales and returns
    • Creative solutions for international parcel consolidations

  10. 8:45 AM – 9:35 AM

    Keeping Calm in Latin America's Complex Cross-Border Market

    Led by growing economies, Latin American countries such as Brazil and Mexico are becoming hotbeds for cross-border ecommerce activity. MercadoLibre is seeing strong results throughout the region, and Amazon recently made a big splash in Mexico. But selling to customers there is not an easy task.

    In this session, you will learn:

    • Key demographics to consider in developing your Latin America strategy
    • The economic outlook for Latin America: currency, key competitors and trends
    • The impact of regulations, customer behavior and expectations
    • Who to work with in-country: facilities, delivery services and more.

  11. 9:35 AM – 3:40 PM

    Exhibit Hall Open/Network Refreshment Break in the Exhibit Hall, 9:35 a.m. - 10:25 a.m.

  12. 9:35 AM – 10:30 AM

    KEYNOTE: Trends and Opportunities in Cross-Border Ecommerce

    War, refugees, plunging oil, protectionism, disruptive technology, burgeoning consumer credit and the waxing and waning of local business cycles ... these things and more are constantly shifting the calculus of international expansion. Consumer expectations and your competitors' capabilities are ever increasing. And you're tasked with charting the course to international success.
    Join MotionPoint Senior Vice President of Client Services Chuck Whiteman and learn how to:
    • Identify your most attractive cross-border markets
    • Discover the keys to success in several cross-border markets
    • Learn from the successes and mistakes of other cross-border retailers
    • Scale your business for international growth

  13. 10:30 AM – 11:20 AM

    Because I'm Happy: Preparing Great CSRs Creates a Great Customer Experience

    Your customer service team is on the front lines every day, dealing with wave after wave of issues, information requests, product queries and order-related issues, among a host of other subjects. So how are you preparing them to meet the need behind every customer request that comes in, through different channels? Are you arming them with all the resources they need to make every encounter a “wow”?

    For starters, do your CSRs have access to a real-time product knowledge database, beyond what is readily available to customers on your website? Do they have the resources at their fingertips to address anything and everything a customer is reaching out to learn? How about your training programs – do they need a refresher or a makeover? And last but not least, are your CSRs happy – and are they keeping your customers happy?

    In this session, learn winning practices and valuable tips from veteran customer care practitioners that will help you:

    • Build training programs that address today’s heightened customer expectations
    • Create a product knowledge database so agents can address any/all product questions
    • Develop – or update – customer personas to help agents know your audience’s particular wants and needs
    • Identify the right tools for the job
    • Create an environment that fosters happy CSRs and customers
    • Identify opportunities to build customer loyalty using your company’s authenticity

    • Moderator - Debra EllisFounderWilson & Ellis Consulting
    • Panelist - Charlton LockeFounder and PresidentCanadian Rehabilitation Institute
    • Panelist - Steven WatersContact Center ManagerGander Mountain
  14. 10:30 AM – 11:20 AM

    Consumers Crave the Convenience Of Unified Commerce – Can Retailers Deliver?

    Consumers continue to take advantage of buy online, pick up in store (BOPIS) capabilities in record numbers. Since retailers realize that an exemplary customer experience is mandatory for customer retention, the e-tailing group went undercover to evaluate and score the omnichannel performance of 30 top retailers.

    Lauren Freedman, Senior Vice President of Digital Strategy and Chief Merchant at the e-tailing group/Astound Commerce will roll the highlight reel from the Unified Commerce In-Store Pickup Mystery Shopping Survey (an e-tailing group and Multichannel Merchant study) based on performance insights from 85 virtual and in-store metrics. The shopping experience began on the retailer’s mobile app, assessing inventory transparency, customer communication and the ease and efficiency of the in-store experience. In-store visuals and best practices will be shared to bring the BOPIS experience to life.

    At the same time, Sean Collier, Vice President of Global Solution Engineering at research sponsor Kibo, will explain the technology behind these retailers’ strategies and how you can leverage the same technology to deploy in-store pickup best practices and seamless omnichannel experiences.

    • Speaker - Lauren FreedmanSVP, Digital & Chief Merchantthe e-tailing group/Astound Commerce
    • Speaker - Sean CollierVice President, Global Solutions EngineeringKibo
  15. 10:30 AM – 11:20 AM

    Shared Space: Making Kitting, Assembly Work Alongside Fulfillment

    As if today’s ecommerce and direct-to-customer fulfillment operations didn’t pose enough of a challenge, having functions like kitting or light assembly in the same facility poses particular challenges for companies. For instance, how do you ensure adequate space for these diverse functions, and make sure they’re positioned for optimal integration with fulfillment? How does automation factor in to ensure efficiency while still maintaining flexibility? And how do you determine proper staffing levels, and provide cross-training that goes beyond the standard functional areas?

    In this session, hear from Birchbox about how it’s been able to address these challenges, and leverage cutting-edge kitting to differentiate through curation for its growing base of subscription customers.

    Takeaways:

    • Shared space best practices
    • Operational coordination and integration
    • Address staffing and training issues
    • Technology considerations

  16. 10:30 AM – 11:20 AM

    Lessons Learned from BDI’s Lean Operations Process Journey

    For years, lean processes and principals have been seen as being primarily the domain of manufacturing environments, more DTC operations professionals are realize the value of the efficiency gains they bring. Given that, has lean gotten onto your radar? How do you stack up in terms of instituting lean processes throughout your facilities? Are you able to quickly identify wasteful areas, non-value adds and effectively measure performance improvement?

    In this informative session, hear from two experts from BDI, a leading supplier of industrial maintenance, repair and operations (MRO) products and services, about their lean process journey, what they’ve gained and the lessons learned along the way. You’ll come away with valuable insights that can gain you some quick wins in terms of efficiency gains and cost savings.

    You’ll hear:

    • How to identify wasteful areas and practices
    • How to determine value-add vs. non-value-add processes, and decide which of the latter can be eliminated
    • How process mapping can help you zero in on opportunities for improvement
    • How standard work rules provide repeatability across all job functions

  17. 10:30 AM – 11:20 AM

    Improving Your Inbound Logistics to Win in Ecommerce

    Your customers expect their ecommerce orders to be fulfilled the same day and delivered fast and free. They also want to ship returns back for free and get instant credit. You also need a streamlined vendor management process to deal effectively with arriving product. Building an efficient inbound logistics management strategy sets the stage to make both of these things happen, increasing customer loyalty and smoothing out vendor issues. This session will cover the many ways you can up your inbound game to address the needs of both constituencies.

    Takeaways:

    • How to build an inbound logistics strategy that drives ecommerce growth through improved dock-to-stock timelines.
    • Setting up and maintaining an effective vendor management policy, including adherence to SLAs
    • How paying closer attention to returns policies can drive profitable business and increase customer loyalty.
    • How revamping your inbound process improves ecommerce fulfillment and inventory management.

    • Moderator - Dan CollSenior Manager of Ecommerce FulfillmentFedEx Supply Chain
    • Panelist - Will O'BrienPresidentSedlak Management Consultants
    • Panelist - Joe BobkoVice President, TransportationBoxed.com
    • Panelist - Dave MeynSenior Director, Global Supply ChainCintas
    • Panelist - Steven WermanVice President of Finance and StrategyHomage
  18. 10:30 AM – 11:20 AM

    Planning for a Global Customer Experience

    You’ve decided to go global. Now what? In this session, market research firm Common Sense Advisory (CSA Research) explores and maps the customer journey and what e-commerce brands can do to prepare for the global customer experience.
    In this session, you will learn:
    • What’s required for each market you decide to enter. Each market has its own expectations and regulations regarding the language of commerce, privacy, taxation, and a host of other concerns.
    • Digital campaign management for driving traffic from your target markets. Each target requires a specialized mix of marketing tactics specialized for consumers and business buyers in those countries.
    • Making language and country decisions based on data rather than intuition. Smart global brands will follow the money in a tiered approach to market entry, based on solid data for consumer and business spending.
    • Measuring marketing, traffic, and sell-through. Without measurable goals for success and plans to monitor progress, establishing return on investment and shareholder value will be impossible.

    • Speaker - Donald DePalmaChief Strategist and FounderCommon Sense Advisory
  19. 10:30 AM – 11:20 AM

    Using Ecommerce Marketplaces to Grow Cross-Border Sales

    A growing global economy and partnerships with brick and mortar retailers are making marketplaces an attractive outlet for third-party merchants to sell their goods. But what are the steps and considerations you need to take before you grow your cross-border sales on international marketplaces?

    In this session, you will learn:

    • How to test international marketplace landscape and develop a game plan
    • Which marketplaces brands are using to expand their global footprints, and how they can be used to replace or supplement a brand's own localized sites
    • What fulfillment options make the most sense – or are required – based on the country and marketplace
    • How to integrate marketplaces into your cross-border ecommerce strategy

  20. 11:25 AM – 12:15 PM

    Keeping Subscription Service Customers Happy and Loyal

    Subscription-based ecommerce has never been bigger, with some of the hottest brands in online retail using subscription models. However, with growth come challenges. How can merchants in this segment keep customers engaged – and subscribed? What are the best ways to grow your subscription base? When is it time to outsource your shipping and returns management so you can focus on what you do best?

    Get answers from some of the segment’s biggest brands and a leading logistics provider in this session focused on the subscription customer experience. They’ll share expert insights on ensuring positive brand interactions throughout the customer journey, through touchpoints such as updates on shipment and return status.

    Takeaways:

    • Tips for improving the overall subscription experience for customers
    • Best practices for growing your subscription base through customer care
    • How real-time visibility into shipments and returns helps you manage your subscription program
    • How leveraging “cross-pollination” with non-competing brands drives growth

  21. 11:25 AM – 12:15 PM

    Best Practices for the Omnichannel Distribution Center and Outbound Supply Chain

    Are you in the middle of an omnichannel transition? This presentation will provide a comprehensive look at best practices in, and the effect of, omnichannel in the DC and outbound supply chain. Omnichannel raises the bar for everyone and those best able to adapt to meet the consumer’s changing approach to shopping will have a substantial advantage over less capable competitors. This session will also cover how omnichannel affects the costs and metrics in distribution.

    Our knowledgeable panel will discuss this and more:

    • Traditional vs. omnichannel orders: changes to your DC and supply chain
    • Systems, technology, and equipment
    • A holistic view of omnichannel from a distribution cost point of view
    • Maintaining your DC’s service level commitments
    • Handling returns in an omnichannel process

    • Moderator - Sam FlandersPresident2wmc
    • Panelist - Gough GrubbsSenior Vice President,Distribution, LogisticsStage Stores
    • Panelist - Dave MackVice President, Omnichannel RetailSCI Logistics
  22. 11:25 AM – 12:15 PM

    Pins on a Map: Steps to Broadening Your Distribution Network

    When competing with Amazon and other omnichannel retailers, time-to-customer and controlling or reducing outbound costs are strategic imperatives for direct-to-customer companies. It’s easy to say, “Let’s extend the DC network with additional shipping points.” However, taking the step to expand to new facilities is a big strategic commitment – and investment. Do you build, lease or partner with a 3PL? Or pursue a “mix and match” approach?

    In this session, learn how operations executives have evaluated their business capabilities and future competitive needs. Come away with information to help you develop your business requirements, gauge project costs and identify the benefits of a network expansion.

    We will cover:

    • Major decision factors and how to evaluate them (labor/hiring, facilities, inventory, shipping, capital, etc.)
    • How DTC businesses have used 3PLs to test their expanded network strategy (domestic and international reach, targeting specific metro markets, etc.)
    • Order processing, inventory, service level and system considerations

  23. 11:25 AM – 12:15 PM

    Build, Buy or Modify: Gaining the Warehouse System Your Company Needs

    Operations professionals have to serve many new types of businesses (direct-to-customer, wholesale, big box, etc.) and higher service standards present system challenges. Systems like WMS, OMS and ERP are the lifeblood of your DC operations, ensuring a smooth flow of products in and out, while adhering to your internal service standards and helping you manage all labor and physical assets.

    But how do you decide if your current systems are up to the task? Are you using all their functionality or can you get more value? Will your requirements call for modifications or upgrades? Can you develop homegrown systems? When is it time to make the big move and invest in a new system?

    Hear from DTC operations executives about the ins and outs of assessing system functionality, balancing current requirements against future needs, and gain insights on options your company should explore.

    Takeaways:

    • Weighing current state and organizational needs, and extent of application/functionality usage
    • Exploring realistic options: Build, buy, add on, etc., and the associated risks
    • Data needed for build vs. buy vs. hybrid options: Strengths and weaknesses, development/implementation costs, timeframes, etc.
    • Search and selection processes, as well as internal feature/function development

    • Moderator - Curt BarryFounder and ChairmanF. Curtis Barry & Company
    • Panelist - Keith KirssinPresidentBoxInBoxOut, LLC
    • Panelist - Ashley KohnenCo-owner, COOLEM Products
    • Panelist - Shao LiSenior Operations ManagerUncommonGoods
  24. 11:25 AM – 12:15 PM

    Making “Free” Shipping Affordable

    We all know that there is no such thing as free lunch – or free shipping. Yet consumers and the marketplace seem to demand it. To make it affordable, you need to quantify the true cost. This session will show you how to use shipping as a market advantage that generates additional revenue and growth. We’ll discuss ways to use your shipping programs to reward customer loyalty, generate repeat business, increase average order value and move excess inventory. Learn to take advantage of the full range of services from all carriers to deliver products more quickly and inexpensively. You’ll come away with cost-effective techniques to improve your “free” shipping offers.

    You’ll also learn how to:

    • Leverage your carrier’s capabilities and implement world-class supply chain solutions to provide cost-effective, improved service and reliability
    • Offer customers receiving and returns choices with affordable techniques
    • Use analytics to calculate the true cost of “free” shipping, including carrier add-on charges

  25. 11:25 AM – 12:15 PM

    Simplifying Global Ecommerce with Third-Party Service Partners

    There are many moving parts in accepting and delivering cross-border ecommerce orders. What challenges will you face, and what options are available to you? What is the cost of using third-party service partners, including contact centers and local distribution centers, to compliment your global ecommerce strategy?
    Join us to learn how to use third-party service providers to:
    • Sell your products and goods in global marketplaces
    • Localize the user experience for currencies, payment methods and language
    • Optimize global logistics, customs clearance procedures, and last-mile delivery
    • Provide customer support for international shoppers

  26. 11:25 AM – 12:15 PM

    The Best Ways to Grow Ecommerce Sales in Canada

    A recent report from ystats.com suggests that U.S. retailers dominate the growing Canadian ecommerce landscape. But you can't just add a red maple leaf to your logo and expect Canadian customers to embrace your brand. Expanding your ecommerce business north of the border is not as simple as it would seem.

    In this session, you will learn:

    • Key demographics to consider in developing your Canada strategy
    • The economic outlook for Canada: currency, key competitors and trends
    • The impact of regulations, customer behavior and expectations
    • Who to work with in-country: facilities, delivery services and more.

  27. 11:30 AM – 1:30 PM

    UPS Supply Chain Solutions Tour

    Come and learn what omnichannel fulfillment looks like when supported by state of the art technology and integrated into one of the largest transportation and logistics networks in the world.

    Join the tour of the UPS Distribution campus in Hebron, KY and see how UPS supports retail and industrial customers adapting to the new reality of integrated ecommerce.

    The Hebron campus – considered a key logistics operation serving the retail and industrial sectors – has access to 62% of the U.S. population within two days via UPS Ground and 64 percent using UPS Freight. UPS is constantly adding capacity and with the most recent expansions, campus now totals 1.25 million square feet. The campus is minutes from the Greater Cincinnati Airport and is within 600 miles of 30 major metropolitan markets.

    Special information: Guests will be required to present a government issued photo ID (driver’s license or passport) before admittance onto facility property. Business casual attire is recommended (no dresses or skirts). For safety reasons, open-toe and high-heel shoes are not permitted as well as the consumption of alcohol prior to the visit being strictly prohibited. Please bring valid government-issued ID.

    Bus departs Duke Energy Convention Center: 11:30 a.m.

    Tour time: 12 p.m. – 1:00 p.m.
    Bus returns to Duke Energy Convention Center: 1:30 p.m.

    Attendee Limit: 30

  28. 12:20 PM – 1:55 PM

    2016 Excellence in Customer Experience Awards Luncheon

    In 2016, the annual Excellence in Customer Experience Awards ceremony will once again allow you to see and hear the stories behind the companies which have led the way on customer experience. The awards have been developed to demonstrate how the power of operations is the key driver in today’s growing ecommerce marketplace and honors operations and fulfillment innovation.

    The awards ceremony takes place April 14 during the Operations Summit. Come and celebrate the ecommerce merchants who have been the best in innovation and managing their contact centers, returns, orders, shipments, packaging and customer service.

    Diamond sponsor: SmartHub by eBay Enterprise + Innotrac; Gold sponsor: Global Response

  29. 2:00 PM – 2:50 PM

    Customer Contact Center Management 301

    For managers and directors of today’s customer contact center, there’s a lot to consider in terms of making sure the entire operation is running smoothly, efficiently and effectively. There are people considerations, technology and data considerations, process and workflow considerations, managing costs, setting and tracking KPIs and ensuring SLAs are being met, for starters. Then there’s dealing with senior management, aligning what you’re doing with overall business goals and demonstrating results – all while protecting the brand and delighting customers.

    In this session, come hear from top managers how they are keeping on top of their game by pursing innovation, breeding a culture of excellence and partnering effectively with other functional areas.

    We will cover:

    • Technology: CRM, IVR, order management, email, web, chat, social media, etc.
    • Overall management: in house vs. outsource, costs and budget, metrics and reporting
    • Personnel management: hiring and retention
    • Wowing the customer: incorporating analytics, ratings and reviews and customer communications to improve the experience

    • Moderator - Colin TaylorCEO, Chief Chaos OfficerThe Taylor Reach Group
    • Panelist - Jeff GonzalezCustomer Service ManagerSaddleback Leather
    • Panelist - Kelly PersonSenior Manager, OperationsTempur Sealy
  30. 2:00 PM – 2:50 PM

    Omnichannel: Bringing RFID Back

    Radio frequency identification tags were over-hyped 10 years ago as an inventory management tools, when Walmart made them a requirement for vendors – then pulled back. Now the push toward omnichannel has made it a hot property in retail again, especially apparel. The technology has advanced and the price has dropped, making ROI more feasible and the results more compelling.

    As a result a number of leading brands and retailers have gotten onboard with RFID, with more expected to follow suit. Systems now allow scanning on both the inbound and outbound side to improve inventory accuracy and operational efficiency.

    In this session, two industry experts will talk about the consideration set for RFID in retail – both risks and rewards – as well as its implementation and benefits.

    You will hear about:

    • Omnichannel growth as a driver of the RFID renaissance
    • Retail requirements and integration
    • Leveraging RFID as an inventory management tool
    • Tackling stock-outs
    • Cost/benefit analysis and ROI

    • Speaker - Philip LazoDirector of SalesSML Intelligent Inventory Systems
    • Speaker - Ken SilayPartnerInnovator's Equation
  31. 2:00 PM – 2:50 PM

    Retail Technology Decision-Making: Lessons Learned From Bon-Ton Stores

    In the last couple of years, many companies have gotten caught with inadequate legacy systems – OMS, WMS, POS, etc. – when shoppers started demanding omnichannel benefits that required inventory visibility across ecommerce, stores, mobile, catalog and manufacturer/vendor locations. Thus many are now scrambling to update or install systems to address shortfalls and drive the new normal. What is the best technology approach, and what is the decision process? Should you start over with a totally new system, or can you cobble together a solution combining legacy components with new pieces, thus avoiding a major overhaul?

    Bon-Ton Stores recently went through this process, including connecting a new ecommerce, WMS and OMS with its legacy POS, enabling endless aisle and in-store mobile capabilities to drive incremental sales. Hear from Bon-Ton and a retail technology expert about the company’s decision process, the operational considerations and the types of solutions and capabilities that are musts. You’ll also hear about problems and solutions and how to tackle the toughest issues involved in this major business initiative.

    Takeaways:

    • How to approach your omnichannel technology strategy
    • Solving the most difficult parts of inventory visibility from a tech perspective
    • Avoiding pitfalls and mistakes
    • Overcoming legacy POS issues and retail store omnichannel limitations
    • The benefits of endless aisle, and the technology behind it

    • Speaker - Doug BrochuCEOBridge Solutions Group
    • Speaker - Daniel GerardDivisional Vice President, Application SystemsThe Bon-Ton Stores
  32. 2:00 PM – 2:50 PM

    The On-Demand Economy and Fulfillment: How Soon Is Now?

    While several studies have shown that the majority of consumers prefer cheap or free to fast delivery, it doesn’t mean there isn’t a hot market for same-day delivery - and pickup - in a growing number of urban areas. From Amazon to Uber, Postmates to Shyp, a growing crop of same-day options are available to retailers and consumers, and they’re taking advantage of it. But how big will this market become? Will it break out to a broader audience, and can it grow beyond urban areas where the services are currently concentrated?

    For merchant shippers, how, when and where does same-day delivery make sense? Much of it depends on the demographics of your customers (the younger, the better), where they’re located and the type of products you offer.

    In this session, hear from leading delivery providers and retailers who will discuss the current state of same-day, where it’s headed, the pros and cons, hurdles and solutions.

    Takeaways:

    • The same-day delivery landscape: Startups, established players, up-and-comers
    • When to jump in: The decision process, criteria and considerations
    • Where it’s headed: Expansion and future models

    • Moderator - Rob HowardCEOGrand Junction
    • Panelist - Jason AcevedoFormer Senior Director, Logistics and Ecommerce OperationsLimited Stores
    • Panelist - Doug EngleManager, Major Accounts Shipping, HeadquartersUnited States Postal Service
  33. 2:00 PM – 2:50 PM

    Passage to India: Growing Your Sales in this Emerging Economy

    With its economy soaring and marketplaces showing big signs of success, it may be time to revisit selling cross-border into India. U.S.-based merchants and India-born marketplaces are showing tremendous growth in India, a market that is growing even faster than China.

    In this session, you will learn:

    • Key demographics to consider in developing your India strategy
    • The economic outlook for India: currency, key competitors and trends
    • The impact of regulations, customer behavior and expectations
    • Who to work with in-country: facilities, delivery services and more.

    • Moderator - Tim ParryManaging EditorMultichannel Merchant
    • Speaker - Udayan BoseFounder & CEONetElixir Inc
    • Speaker - Mazen SoukiehDirector of Sales and StrategyAramex
    • Speaker - Ken BauschVice President, Global Digital MarketingWorld Kitchen LLC
    • Speaker - Sudipta JashHead-International SalesPayU Payments Private Limited.
  34. 2:00 PM – 2:50 PM

    Preventing Fraud in a Global Ecommerce World

    The percent of revenue lost to fraud is growing at a faster pace for U.S. merchants that sell across borders than those that just sell domestically. Fraudsters are more organized than ever, and have developed more sophisticated ways to steal from direct-to-customer merchants. And as U.S. merchants take drastic steps to combat fraud, they do so at the expense of global sales and revenue growth.
    Join us to learn:
    • How to build a complete global fraud prevention strategy
    • How to use technology to route fewer orders out for manual review, improve efficiency and accuracy of the manual review process
    • How to detect returns fraud and prevent chargebacks
    • Which countries and payment types present the largest risks and what you can do about it

  35. 2:55 PM – 3:40 PM

    Dessert Reception in Exhibit Hall

    Reception sponsored by DHL

  36. 3:45 PM – 4:35 PM

    Omnichannel and the Retail Supply Chain: Bigger Than the Four Walls

    Omnichannel retailing impacts your supply chain from beginning to end, going way beyond the fulfillment center. Sourcing, purchasing, packaging, payables, inventory, transportation, receiving, storage, fulfillment, delivery and returns are all affected in a disruptive manner. These differences cannot be contained in the four walls of a distribution center.

    In this session, an operations executive and a supply chain consultant will share Soft Surroundings's unique perspective on these disruptions related to the introduction of brick-and-mortar retailing to a former cataloger turned multichannel retailer – now implementing omnichannel practices. They will detail the company’s clicks-to-bricks path and the supply chain ramifications, and talk about Soft Surroundings's journey toward omnichannel success.

    Takeaways:
    • The decision process involved in adding a physical channel to an online business
    • How that decision affected operations up and down the supply chain
    • Key factors in the solution, including technology, process and people

  37. 3:45 PM – 4:35 PM

    Steps to Improving Recruiting, Hiring and Retention in a Tight Market

    While labor management is a perennial issue for operations leaders, it’s gotten harder in recent years to keep staffed up due to macro factors like an improving economy and the continuing boom in ecommerce demand. The issue is compounded in markets with a concentration of operations and fulfillment activity, where the war for talent is stepped up a notch. Overall there is wage pressure as a result, and companies are upping benefits and perks like shift preferences to attract and keep the best team members.

    In this session, hear from merchants and a leading personnel agency about the current state of the labor market for direct-to-customer operations, what companies are doing to address their labor demand, and best practices for hiring and retention.

    Takeaways:

    • How to lower the ratio of total hires to “keepers”
    • Providing benefits and perks without giving away the farm
    • Expanding the labor pool by identifying new candidate groups
    • Staying wage competitive and smart at the same time

  38. 3:45 PM – 4:35 PM

    White-Glove Treatment: The Growth in Specialized Last-Mile Delivery

    While white-glove-type delivery services are certainly not new, they’re getting a lot more attention these days as shippers explore their options for moving large, specialized goods. As more consumers become comfortable purchasing larger items online, and carriers shift their pricing policies for handling these types of goods, companies providing these services are seeing healthy growth and increased interest from retailers.

    In this session, white-glove providers and shippers will discuss factors that are shaping the state of the market sector, the type of products being delivered, trends and where things are headed.

    Takeaways:

    • Growth in demand for white-glove service, and the drivers
    • The types of service available
    • The costs and pricing strategies
    • Going the extra mile in the last mile

    • Moderator - Will O'SheaChief Sales and Marketing Officer, Last MileXPO Logistics
    • Panelist - Peter SorrentinoVice President, Delivery Operations and LogisticsBob's Discount Furniture
    • Panelist - Rhett FollmanDirector of LogisticsSears Hometown and Outlet Stores