7:30 AM |
9:30 AM | Ann Inc. Tour Room: 2nd Street Entrance
ANN INC. is the parent company of Ann Taylor and LOFT, two of the leading women’s specialty retail fashion brands in North America. The Company operates approximately 1,040 Ann Taylor, Ann Taylor Factory, LOFT and LOFT Outlet stores in 47 states, the District of Columbia, Puerto Rico and Canada. Our Ann Taylor and LOFT brands are also available online in more than 100 countries worldwide at AnnTaylor.com and LOFT.com.
Bus departs Marriott: 7:30 a.m.
Tour time: 8:00 a.m. - 9:00 a.m.
Bus returns to Marriott: 9:30 a.m.
Limit: 50 attendees
ANN Inc. Special information and instructions: Guests will be required to present a government issued photo ID (driver’s license or passport) before admittance onto the Bus. Business casual attire is recommended (no dresses or skirts). For safety reasons, open-toe and high-heel shoes are not permitted.
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7:30 AM |
9:30 AM | eBay Enterprise Trade Port Fulfillment Center Tour Room: 2nd Street Entrance
eBay Enterprise operates more than 5.7 million square feet of fulfillment capacity across the U.S., of which half a million square feet is in our Trade Port One fulfillment center in Louisville, KY. Trade Port One is an automated fulfillment center with three levels of mezzanine and five level high pallet rack storage. There are sixteen brands in the center including apparel, cosmetics, footwear, health & beauty, and sporting goods. The facility houses more than 131,000 SKUs in various product categories including conveyables, non-conveyables, fragile, garment on hanger, hazmat and perishables. During 2013, Trade Port One processes more than 80 million units, 40% of which were during Q4. During Peak 2013, this facility shipped 701,000 units in one day, and over f4.2 million units during peak week.
The facility manages inbound receiving and put-away, outbound, and returns processing and utilizes cart pick, dynamic wave pick and RF picking to fulfill orders. Trade Port One has three lines of transport conveyor that merge to the sorter, which has a throughput rate of 130 cartons per minute. This high volume facility provides clients with the speed, accuracy and flexibility to scale during peak seasons to provide an exceptional customer experience and delivery.
Bus departs Marriott: 7:30 a.m.
Tour time: 8:00 a.m. – 9:00 a.m.
Bus returns to Marriott: 9:30 a.m.
Special information and instructions: Please bring valid government-issued ID
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7:30 AM |
8:20 AM | Breakfast Roundtables Room: Kentucky Ballroom
Always popular, our roundtables offer you an opportunity to meet face-to-face and share ideas on a variety of issues facing the operations and fulfillment industry throughout the conference. You will be able to choose from dozens of roundtable discussions, each facilitated by an industry expert.
Breakfast buffet sponsored by Dart Industries
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8:30 AM |
9:20 AM | A Look at Winning Customer Experience and Retail Innovation Benchmarks Room: Bluegrass I-II
Come and learn from the “Excellence in Customer Experience Awards” finalists. Theses retail innovators were selected based on actual performance data collected by Innotrac's SmartHub team about orders placed with more than 200 ecommerce merchants. 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 customer experience.
Merchant finalists TBA
Moderator: |
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Tim Parry, Managing Editor, Multichannel Merchant
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Speaker: |
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Mark Pierce, Director of Client Services, SmartHub, Radial
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8:30 AM |
9:20 AM | The State of Operations 2015 Room: Salon III-IV
If you’re an operations and fulfillment professional in 2015, 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 2015 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.
Panelists: |
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Trey Dean, Manager of DTC Operations, Express
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Michael Ryan, Executive Vice President-Parcel Solutions, Pro Star Logistics
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8:30 AM |
9:20 AM | Packaging Options to Reduce Your DIM Impact and Freight Costs Room: Salon VII-VIII
This year’s addition of parcels measuring less than one cubic foot in size to dimensional weight pricing by UPS and FedEx was one of the biggest changes to retail shipping in a long time. It has merchants scrambling to find ways to lessen the impact of the new rates.
In this interactive session, attendees will be encouraged to talk about their experience with the DIM changes, and how the new rates have affected their organizations from both a cost and process standpoint.
Our expert panel will then share solutions that can help companies of all sizes reduce their packaging dimensions to mitigate the DIM factor, thus lessening their freight cost moving forward.
Takeaways:
• A presentation of a range of packaging options that address DIM-related issues, whether you’re a midsized business or an enterprise organization
• Real-life examples from merchants on the front lines who have implemented new approaches to packaging
• Action steps you can take now to reduce your DIM impact and start saving on your freight bill
Moderator: |
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Ken Myers, Director, Packaging & Automation, Tension Packaging & Automation
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8:30 AM |
9:20 AM | Omnichannel Done Right: How Macy's is Transforming Modern Retail Room: Salon IX-X
Omnichannel is the word on everyone’s lips in retail, and marching orders are going out to make it happen as customer expectations rise, but how do you make this vision into a reality? It requires a business transformation involving people, processes and technology, and the establishment of a framework that properly allocates responsibilities among store operations, IT and ecommerce.
In this session, learn how Macy’s is working to solve the omnichannel puzzle and drive not only business growth but operational efficiencies through delivering what the customer wants no matter how they connect.
Takeaways:
• How to establish a viable omnichannel framework among all stakeholders, and achieve buy-in
• How to set up a tactical roadmap (ship to store, ship from store, in-store pickup)
• How to address technology, systems and integration issues
• How to achieve inventory visibility and accuracy across channels
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8:30 AM |
9:20 AM | Advanced Parcel Negotiation Tips, Tricks & Tactics Room: Salon I-II
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. This session is for shippers looking for advanced strategies that will reduce parcel costs through contract negotiations. Learn the ins and outs from a former parcel carrier executive and leading industry consultant that will help you 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
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9:20 AM |
10:15 AM | Exhibit Hall Opens/Networking Refreshment Break 9:20 a.m. - 10:15 a.m. Room: Salon V-VI
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10:20 AM |
11:15 AM | Keynote Power Panel Room: Kentucky Ballroom
We’ve brought together some of the best, brightest, and most experienced operations executives to discuss where direct-to-customer operations is heading, and where you should be spending your time and money. As DTC operations become more and more important to your company’s success, attending this session is crucial for your company, and for your personal future.
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.
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11:00 AM |
2:00 PM | UPS Worldport Daytime Tour, Day 2 Room: 2nd Street Entrance
Located in Louisville, Worldport is the largest fully automated package handling facility in the world. The operation currently turns over approximately 130 aircraft daily, processing an average of 1.6 million packages a day with a record of nearly 5 million packages processed on Peak Day 2013. Take a journey through this more than 5.2 million square foot automated express sorting facility that can process 416,000 packages and documents per hour.
This tour will highlight the cornerstone of an integrated transportation network that makes UPS the global leader in logistics. It enables UPS to make more guaranteed on-time deliveries around the world than any other carrier. These fast and reliable global delivery options help suppliers and e-commerce businesses enhance their online and omnichannel customer experience.
Bus departs Marriott: 11:00 a.m.
Tour time: 11:30 a.m. - 1:30 p.m.
Bus returns to Marriott: 2:00 p.m.
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11:20 AM |
12:15 PM | The Balancing Act: Hiring and Retaining Great CSRs in a Shifting Labor Market Room: Bluegrass I-II
With the economy improving, it’s becoming tougher to find quality customer service representatives. So how do you find folks who are technically savvy, yet also are comfortable selling and addressing customer needs? This session will focus on best practices for identifying, hiring and retaining agents who have the skills to help you deliver stellar customer service, in a tighter labor market.
Takeaways:
• How to partner with HR on hiring priorities, skillsets, descriptions, etc.
• How to determine appropriate levels of compensation
• Developing performance incentives that yield gains
• Creating a “best place to work” atmosphere and mindset
Speakers: |
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Karen Stokdyk, Director, Customer Contact Center, Gardener's Supply Co.
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11:20 AM |
1:35 PM | Senior Executive Forum: Senior Operations Executives Room: Kentucky Ballroom A-D
Looking for a venue to discuss key marketplace trends, challenges and opportunities and business approaches in a high-level, peer-to-peer exchange?
This session is designed as a forum for senior retail operations executives to dialog on important issues, act as a sounding board, share feedback and talk about what works. A merchant panel will briefly introduce each hot-button topic, then hand it 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 a buffet lunch during the second half. Participants will be expected to take part in the dialog, 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: |
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Curt Barry, Founder and Chairman, F. Curtis Barry & Company
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Roundtable Moderators: |
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Erik Caldwell, Former Senior Vice President, Logistics and Supply Chain, Hudson's Bay Company
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Chip Edgington, Executive Vice President, Operations, FULLBEAUTY Brands
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Jennifer Ide, COO, Deputy Director of Business Operations, U.S. Marine Corps Exchange
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11:20 AM |
12:15 PM | Solving Inefficiencies in Ecommerce Fulfillment and Distribution Room: Salon VII-VIII
When ecommerce orders show up at a direct-to-consumer fulfillment center, companies typically rush to get every single one out the door and to the customer as fast as possible, and they track and rate themselves on this basis. What gets lost in the sauce, however, is the fact that there are a number of inefficiencies unwittingly baked into this default system, because the orders themselves have various levels of fulfillment priority based on customer needs and desires. What if instead, a rules-based system could be set up so that customers can self-select options that lead to greater operational efficiency and cost savings – as well as price reductions? The result would be a win-win for consumer and retailer, greater satisfaction and loyalty, and increased sales.
In this session, Scott Hilton, Chief Revenue Officer for online marketplace startup Jet.com, will illustrate often overlooked problems with the status quo and reveal steps retailers can take to identify and eliminate inefficiencies in order to optimize the ecommerce fulfillment process.
Takeaways:
• Understanding how basket size influences costs
• How to better align consumer behavior with the fulfillment process to gain efficiencies
• Understanding how in-stock levels impact both the consumer experience and cost
• Why managing to averages is a losing game
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11:20 AM |
12:15 PM | Implementing and Managing Ecommerce Supply Chains During Hyper Growth Room: Salon IX-X
Lots of ecommerce companies experiencing hyper growth have a difficult time planning for the future while maintaining an efficient and effective supply chain operation. Complicating things, many of them are new to the ecommerce fulfillment world or are transitioning to omnichannel operations – or both. These transitions demand ever higher levels of customer service while maintaining operational efficiencies that drive bottom-line results.
This nut-and-bolt session is a must for any organization that is launching new fulfillment operations, implementing supply chain changes, going through omnichannel transitions or experiencing hyper growth.
Key areas to be covered include:
• Should we in-source or outsource fulfillment in the face of hard-to-predict hyper growth?
• Setting up outsourcing and picking a 3PL fulfillment partner
• If in-sourced, where to locate our operations, and what factors need to be considered?
• Where can we find great people, and how do we flex up for peak periods?
• How to plan for the right amount of fulfillment space given uncertain growth levels
• How to mitigate hyper growth risks and plan the space flexibly
• What are the capital requirements?
• What material handling equipment systems should be considered and why?
• How long to get operations up and running, and what if we can’t wait that long?
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11:20 AM |
12:15 PM | The Rise of the Regional Carriers – What’s Driving It? Room: Salon I-II
Recently the retail shipping marketplace has seen a rise in the use of regional carriers, especially as it relates to ecommerce. Multiple factors can be attributed to this shift, but the biggest one is the combination of annual rate increases by major parcel carriers UPS and FedEx and their adoption of DIM weight pricing for smaller ground packages.
The expansion of DIM pricing in particular has dramatically impacted DTC merchants, as both volume and weight now factor into the cost of shipping smaller packages. To cope with this, many are looking to change their shipping strategy, including greater consideration of regional carriers.
With advances in parcel tracking capabilities and the flexibility to quickly adjust to changes in shipper volumes, regional carriers are getting a second look from merchants. Also, partnerships and agreements among regional carriers have expanded their footprints and made them more competitive to the major players. This session will look at how the regionals are positioning themselves to take advantage of the growing opportunities, and how merchants are leveraging them as they work to rationalize their freight spend.
Attendees will learn:
- How market forces, especially pricing, are changing the dynamic in DTC shipping
- How regional carriers have upped their game to take advantage of these changes
- How merchants are rethinking their carrier mix to optimize shipping operations
Moderator: |
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Paul Steiner, Vice President, Strategic Analysis, Spend Management Experts
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Panelists: |
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John Janson, Transportation Supply, MWI Veterinary Supply
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12:20 PM |
1:35 PM | Luncheon Roundtables Room: Kentucky Ballroom E-G
Luncheon sponsored by Pitney Bowes
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1:40 PM |
2:30 PM | Going Social (and Digital): Owning It in the Contact Center Room: Bluegrass I-II
As more customer exchanges shift to social media, chat and text, not only do customer service and contact center agents need to learn a whole new set of skills, but managers need to find creative ways to balance out traditional and new media responsibilities. Organizations also need to figure out how much of the social dialog is managed by marketing and how much by customer service.
Come learn how two retail brands are addressing these challenges and charting a course that combines old and new disciplines and processes, while maintaining service levels and hitting KPIs.
In this session you will learn:
• How to balance traditional and digital customer interaction channels
• Training and development guidelines
• Identifying and reaching the right metrics for success
• How to partner with marketing on ownership, shared and separate responsibilities
• How to identifying and meet customer expectations across digital and social media
Speakers: |
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David Tull, former Customer Engagement Manager, JackThreads
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1:40 PM |
2:30 PM | Executive Session: Technology and Integration in Mid-to-Large Businesses Room: Salon III-IV
With all the rapid advances in technology for DTC and omnichannel operations, from robotics to RFID to the latest iteration of WMS, the options can seem bewildering. Do you go for an end-to-end solution or take a best-of-breed approach? How will these new tools work with your ERP system? And how will they integrate with other third-party software? In this session, a panel of technology experts will help you break through the clutter and provide guidance on how to develop your operations technology roadmap.
Takeaways:
• How to deal with enterprise-wide integration issues – ERP, OMS, WMS, etc.
• What automation tools make sense, and when
• Moving beyond transaction-based systems to real-time data flow for omnichannel fulfillment
• How to balance your people, processes and technology
• Finding the right mix of internal and external resources
Panelists: |
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Ranga Bodla, Wholesale Distribution Industry Lead, Oracle (NetSuite)
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1:40 PM |
2:30 PM | The ABCs of Opening a New DC Room: Salon VII-VIII
As your business grows and expands, you face some major decisions about how to handle the logistics of getting products to your new customers quickly and efficiently. For many retailers, this involves consideration of opening a new distribution center. Whether it’s your first or tenth facility, there are a whole host of questions and issues that need to be addressed as part of the planning and siting process. What location makes the most sense from a customer fulfillment, cost and logistics perspective (proximity to carrier hubs, etc.)? What about the local labor market? Do you buy or lease? What are the tax benefits? Do you go in through a 3PL partner or go it alone? What’s a realistic timeline?
In this session, a panel of three merchant operations executives will talk about their experiences planning and executing on their DC expansion plans, including pain points and lessons learned, what worked and what didn’t.
Takeaways:
• A walk-through of the location process, including decision criteria
• Factors to weigh in build vs. lease, partner vs. solo considerations
• What are the tax implications of setting up shop in a new state?
• Developing a network model of expansion
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1:40 PM |
2:30 PM | Achieving Omnichannel Visibility in the Supply Chain Room: Salon IX-X
As more retailers adopt omnichannel fulfillment to meet rising consumer expectations, visibility into increasingly complex and global supply chains becomes ever more critical. While much of the focus has been on the outbound side – tracking orders from the retailer to end consumer – the importance of inbound visibility cannot be discounted. Retailers can benefit from having a fuller grasp on the flow of products and materials from the source to their door, DC to store, store to store or directly to the end customer, in order to optimize omnichannel customer experiences through fulfillment and cost reduction initiatives. This becomes more important with the increasing demands on the time of store personnel.
In this session, Bala Ganesh, director of marketing, UPS, and a merchant panel will discuss how the implementation of collaborative synchronization among all the players in the supply chain can be achieved, increasing agility and responsiveness while also fueling growth and success.
Below is the moderator; other panelists TBA
Speakers: |
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Mark Albright, VP of Logistics, Supply Chain and Transportation, Sports Authority
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2:35 PM |
3:30 PM | Dessert Reception in the Exhibit Hall Room: Salon V-VI
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3:35 PM |
4:25 PM | Stepping Up Your Customer Self-Service Game Room: Bluegrass I-II
Merchants need to balance live customer contact with self-service options that make their lives easier by quickly answering questions and addressing issues. But how do you strike that balance? How often should you update your self-service tools and information like company policies and FAQs? This session will provide hands-on tips and insights to help you meet customer needs across both live and self-service touchpoints while driving sales growth.
Takeaways:
• Live contact vs. self-service – finding the balance
• Developing your self-service toolkit
• Best practices on content and FAQ refresh cycles
Speaker: |
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David McInnis, Vice President, Customer Relations, FULLBEAUTY Brands
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3:35 PM |
4:25 PM | The Ecommerce Horizon: Building the Right Roadmap for your Cross-Border Journey Room: Salon III-IV
As merchants look to global demand to grow their businesses, cross-border transactions represent a significant market opportunity. But delivering on the promise of a satisfying customer experience can be daunting. Whether you’re in the early stages of planning or have already committed, it’s important to identify where you are in your cross-border ecommerce journey. Developing a clearly-defined roadmap can help drive customer engagement and achieve near and long-term business goals.
In this session, Pitney Bowes’ Michael Lamia, Vice President, Global Network Operations, Ecommerce will share insight on how you can help ensure your cross-border ecommerce model is on the right trajectory. From a supply chain that gets it right every time to a “no surprises” disclosure of upfront payments, taxes and fees for every customer, you will learn how to optimize your cross-border planning and create an extraordinary experience while building the foundation for enduring consumer loyalty.
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Michael Lamia, Vice President, Global Network Operations, Ecommerce, Pitney Bowes
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3:35 PM |
4:25 PM | The Business Benefits of Creating a Great Returns Experience Room: Salon VII-VIII
Returns are an extremely important part of the overall customer experience that is often not given the level of attention it deserves. While many retailers understandably view returns as a cost center and a necessary evil, they actually represent a key aspect of delivering on your service level – making them a key driver of customer loyalty. They also deserve time in the omnichannel conversation because customer expectations of the returns process have kept pace with their overall demand for channel-agnostic shopping that is fast, convenient and enjoyable.
In this session, learn from a leading solutions provider and top retailers how to raise your returns game by approaching it with more of a customer-centric view – seeing it as more of an opportunity to enhance your brand, wow the customer and drives sales than a hassle and afterthought.
Takeaways:
- How improved processes can create a great returns experience
- How to evolve and adapt returns in an increasingly omnichannel world
- How the right frequency and messaging in customer communications creates loyalty
- Benchmarking your returns policies against other retailers
Moderator: |
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Ellen Shannon, Chief Content Director & Publisher, Multichannel Merchant
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Panelists: |
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Patrick Allard, SVP, Retail Sales and Channel Partner Development, Commerce Services, Pitney Bowes
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Mike Pflugrad, Director, E-commerce Operations Strategies, Ralph Lauren
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Brett Briley, Senior Manager of Customer Experience-Logistics, American Eagle Outfitters
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Douglas Smith, Vice President, Direct-to-Consumer Operations, Boot Barn
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3:35 PM |
4:25 PM | Making Complex Omnichannel Order Management Work Room: Salon IX-X
Learn from Rick's experience leading omnichannel order management and fulfillment at Carter’s Inc., a publicly traded company with annual revenues of over $2 billion, and Belk, one of the largest department store brands in the US. He will discuss how to make omnichannel order management work when using any or all of these channels - national department stores, retail stores, ecommerce, wholesalers and international resellers. This session will also discuss selection and implementation of order management solutions.
You'll also learn:
• The power of solution fit-gap and blueprinting sessions before you begin an order fulfillment initiative
• How to develop a building block approach to your order management projects
• How a smaller pilot can be used to unlock insights that will help your larger business
• The potential of a lower risk implementation that provides a platform for future growth
• Insight on reducing the complexity between multiple order channels by aligning the order management processes
• The power of Distributed Order Management (DOM) solutions; examples include IBM Sterling OMS and Manhattan DOM
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3:35 PM |
4:25 PM | Shipping and Distribution Power Panel Room: Salon I-II
With all the changes affecting the shipping/distribution piece of DTC and ecommerce operations, there’s a lot to keep on top of. From ensuring sufficient network capacity and meeting SLAs like time in transit, to working out carrier mix, negotiations, logistics (in house or 3PL?) and inbound freight, executives and managers of shipping and distribution operations have their hands full. They also have to make sure that parcel tracking is up to snuff, and ensure visibility throughout the supply chain.
This panel of experts and DTC practitioners will address the key issues and trends impacting retail shipping and distribution, giving decision-makers actionable information and insights that will help them ensure their operations are running at peak efficiency and effectiveness.
Moderator: |
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Katie Parker, Strategic Solutions Manager, Green Mountain Technology
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Panelists: |
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Rodney Small, National Sales Manager, Parcel Technology Solutions
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Nate Skiver, Senior Manager, Parcel Network Design, Gap Inc.
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4:30 PM |
6:00 PM | Exhibit Hall Reception Room: Salon V-VI
Come enjoy a time of cocktails, networking and unwinding with your peers and colleagues. Renew old acquaintances and make new ones!
Cocktail reception sponsored by UPS
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6:30 PM |
9:00 PM | Networking Dinner Room: Maker's Mark Bourbon House
Please join us at Maker’s Mark Bourbon House & Lounge, 446 South 4th St. in Louisville.
Dinner hosted by UPS
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11:00 PM |
2:00 AM | UPS Worldport Peak Time Tour, Day 2 Room: 2nd Street Entrance
Located in Louisville, Worldport is the largest fully automated package handling facility in the world. The operation currently turns over approximately 130 aircraft daily, processing an average of 1.6 million packages a day with a record of nearly 5 million packages processed on Peak Day 2013. Take a journey through this more than 5.2 million square foot automated express sorting facility that can process 416,000 packages and documents per hour.
This tour will highlight the cornerstone of an integrated transportation network that makes UPS the global leader in logistics. It enables UPS to make more guaranteed on-time deliveries around the world than any other carrier. These fast and reliable global delivery options help suppliers and e-commerce businesses enhance their online and omnichannel customer experience.
Bus departs Marriott: 11:00 p.m.
Tour time: 11:30 p.m. - 1:30 a.m.
Bus returns to Marriott: 2:00 a.m.
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