8:00am – 9:00am

Opening Keynote: Phil Terry, CEO, Creative Good

9:00am – 9:40am

Break in the Exhibit Hall

9:45am – 10:45am

Concurrent Sessions

Distribution Management

Customer

Loyalty 

Track sponsored by:

Material

Handling  

Performance Management

Operations Management

Location: Amazon R

From Stumbling Blocks to Stepping Stones: Removing Barriers to Warehouse Productivity!

Labor productivity directly impacts corporate profitability, yet it is one of the easiest and most cost effective areas to improve within the warehouse. Tracking productivity and performance is key to improvement.

In this session, uncover the “Five Barriers to Productivity” and what you can do to turn these stumbling blocks into stepping stones toward a more profitable, efficient and better warehouse.

• Break through the most common stumbling blocks to achieve labor productivity

• Discover how labor productivity directly impacts the bottom line

• Reduce your labor costs and increase productivity

Speaker

Jim Barnes, President & CEO, enVista

Location: Amazon P

 Kick Your Customer Service Up A Notch with the 5 W’s

Customer service is three-fold: People, Process, and Technology. Our focus today is on the people side of customer service. Discover the latest statistics on the state of customer service and how it negatively impacts your bottom line.

Competition is merely a click away with First Call Resolution (one and done) being the #1 driver of customer satisfaction. Learn the impact and cost of repeat calls and where the biggest errors lie.

Find out why in today’s economy and competitive environment, training is a necessity for world class customer service.

Apply the Strategies for Success. This session identifies the 5 W’s: Who needs to be trained. What the appropriate modules and skill sets are. Where training should be held. When sessions should be scheduled, and lastly, but most important: Why train?

Speaker

Rosanne Dausilio PhD, President, Human Technologies Global Inc

Location: Amazon N

USPS Shipping in 2011: Innovation and Change to Meet Business Needs

In a world where shipping is becoming part and parcel of doing business, learn how USPS is competitively reaching out to become a major B2C shipper of small parcels.

In the past year, the Postal Service has introduced several new product lines, including Priority Mail Regional Rate™, Critical Mail™, space- and fuel-efficient Priority Mail Cubic Pricing™, and a growing assortment of flat-rate packaging that is environmentally friendly and versatile enough to meet your fulfillment needs--with the added benefit of predictable pricing.

Don't miss how USPS has also developed software interface and programming solutions to assist you in making the Postal Service a feasible option for your business.

Speaker

Gary C. Reblin, Vice President, USPS Shipping Services

Location: Amazon L

 The Key to Success for Your Labor Management System

Hear a real world case study of Young Living’s recent successful implementation of their labor management system. Join this session and uncover the details in how to select the right system, the steps involved in change management within the distribution center, and what standards and incentives were in placed.

At the end of the session, don’t miss the actual enticing results achieved in 2010 and what you need to consider when selecting a labor management system for ultimate efficiency.

Speakers

Steve Johnson, Principal, Johnson Stephens Consulting, Inc.

Ron Harris, Chief Logistics Officer, Young Living Essential Oils

Location: Palma E

Taking Your Webstore Global Without the Headaches of International Transactions

Learn how to incorporate international sales with confidence! Understanding operational challenges and the solutions available will help you decide what’s right for your business.

In this session, understand how the right international strategy can quickly increase revenues without misappropriating time or alienating potential long-term customers.

You will:

• Understand the specifics in international challenges such as fraud-screening, export compliance and drop shipper consolidation

• Shopping cart integration and maintaining analytics

• Takeaways tips & solutions to benefit both you and your customers

Speaker

Jennean Morrison, Director of Marketing, Bongo International

additional speakers to be announced

10:45am – 11:30am

Visit the Exhibit Hall

11:30am – 12:30pm

Concurrent Sessions

Distribution Management

Customer

Loyalty

Track sponsored by:

Material

Handling

Performance Management

 Operations Management

Location: Amazon R

 FHow to Offer Customers the Ultimate Retail Experience 

Balancing inventory is a challenge that severely impacts your bottom line. With current technology, customers expect to interact with a retail brand, not an individual channel within the brand with limitations. They want to be able to see all inventory while online and be able to reserve it for pick up in store or even be able to order from the “extended aisle” or web site, while physically in a retail location.

Join this discussion and understand how now is the time to build that system infrastructure what will prepare you for the growing demands of your customers.

• Regardless of your customer’s location, ensure they have access to your inventory across multiple channels

• Create an infrastructure that enables and optimizes for better customer service

• Fulfill customer needs for a cohesive shopping experience while maximizing profit margins

Speaker

Kristin Wall, Industry Marketing Manager, Manhattan Associates

Location: Amazon P
 

 Footsmart Implementation Of Email Management and Other Online Service Channels

The contact center has always been the hardest part of direct-channel operations to manage effectively. The challenge has become increasingly complex as customers demand more channels to interact and almost impossibly real-time information.

In this session, learn the latest technologies from email management to interactive chat and many other innovating tools that will provide you new opportunities to serve your customers. Many conventional retailers, distributors and dotcoms provide only basic contact center resources and have yet to fully develop a professionally organized and managed service center.

There is no substitute for a properly organized and well-managed service center. This session will give you the real-life story of how to get there.

Speakers

Bill Kuipers, Partner, Spaide Kuipers & Co.

John Caplinger, VP Operations, Benchmark Brands

Location: Amazon N

 Tips to Consider When Selecting a Material Handling Equipment

Selecting an advanced material handling equipment that fits your company’s needs is always a hard decision to make. With factors such as costs, efficiency and utility, it’s a long process to endure.

Join this session as leading companies such as Siemens share with you the key areas of consideration such as, total cost of ownership, affects on the operation and the overall quality of investment.

As with any large investment with in-depth implementation, learn how to develop a process to understand your complete requirements as well as the operational factors to consider before, during, and after construction.

Speaker
Michael Warber, Sr. Business Process Specialist, Siemens

Location: Amazon L

Top Five WFM Trends

for 2011

What's hot and what's not in the area of workforce planning and management? In this workshop you will hear who's doing what in the area of workforce planning and what some of the leading trends are for making the most of costly call center personnel resources.

We will reveal some of the latest survey results from the Society of Workforce Planning Professionals (SWPP) and hear about what the leading call centers and help desks in the catalog industry are doing in terms of improving long-term planning as well as day-to-day management.

Session attendees will:

• Hear about best practices for benchmarking forecast accuracy

• Learn about new ways to measure and track service success

• Review ways to measure schedule efficiency

Speaker

Penny Reynolds, Senior Partner, The CallCenter School

Location: Palma E

 Sustainability in Supply Chain Operations

Sustainability is increasingly accepted as an integral part of corporate policy. Following an overview of key strategic issues in sustainability this session will focus on cost effective supply chain initiatives from network and inventory optimization, proven LEED facility features, renewable energy, distribution center design, material handling and transportation equipment  green features. 

Don’t miss:

• Cost saving ideas for supply chain design

• Green material handling operations initiatives

• Evolving status of renewable energy in the supply chain

Speaker:

Mike Jones, President, St. Onge Company

12:40pm – 2:00pm

Networking Lunch and Roundtable Discussions

2:10pm – 3:10pm

Concurrent Sessions

Distribution

Management

Customer

Loyalty

Track sponsored by:

Material

Handling

Performance Management

Operations Management

Location: Amazon R

The Great Picture Show: A Pictorial Tour Of Successful Distribution Tactics

*Back by popular demand! A picture is worth a thousand words, and this session is nothing but pictures that will speak to your needs.

See dozens of photos of actual distribution/warehouse examples, and provide brief but practical commentary with each shot to clarify what works and why. The photos are updated every year, and this session is always a conference favorite. Enough PowerPoint, already... here’s the real thing!

• See best workflow practices to improve operating efficiency in the distribution center

• Photos provide clear illustrations of great ideas for attendees to use in their own business

Speaker

Bill Kuipers, Partner, Spaide, Kuipers & Co.

Location: Amazon P

Best Practices in Direct to Consumer Fulfillment

Come and hear a real case study overview of the best practices on direct to consumer fulfillment from, GSI Commerce, a leading company in the industry. See how goods are delivered from your warehouse and directly to customers with an eye on customer satisfaction and repeat business.

Not only will you see the topography and features of state-of-the-art technology that enables these best practices, but walk away with a solution that will support your fulfillment operations.

Speaker

Peter Starvaski, Director of Product Management, Kewill Inc 

Gerry McGowan, Director of Transportation, GSI Group Inc

Location: Amazon N

Giving Voice To Fulfillment At Oriental Trading Company

See how Oriental Trading Company developed a new fulfillment center from the group up and created an ultra-efficient fulfillment process incorporating advanced automation systems (i.e. material handling system). Don’t miss the innovative voice and scanning systems used to optimize the hands-on process, reducing fulfillment costs and eliminating errors.

This session will illustrate how voice can be combined with scanning and other automation systems to drive new levels of fulfillment accuracy and efficiency. Not only will you learn to utilize real-time data capture capabilities of voice systems but understand how to improve your workflow and manage associate productivity and performance.

Speakers

Pat Wilson, Retail Industry Segment Manager, Lucas Systems

Deon Wagner, Director of Warehouse Operations, Oriental Trading Company

Location: Amazon L

Creating a LEAN Supply Chain from Supplier to Retail Flow Environment

LEAN is a big buzzword in the supply chain industry these days, but few companies actually identify how they put LEAN concepts into practice.

Hear case study companies such as Men’s Wearhouse and US Auto Parts on their strategies behind designing and optimizing their supply chain, providing tips for success, what to avoid, examples and tips to succeed, and focusing on the strategies to build an efficient and successful supply chain.

Learn How to:

• Utilize WMS technology to improve efficiencies in receiving and to improve flow of replenishment

• Appropriately connect all points in a supply chain to make timely and educational decisions

• Leverage DOM fulfillment as a tool to meet customer service levels and deliver “right product, right time, right place.”

Speakers
Joel Garcia, Managing Partner, enVista

Location: Palma E

Leverage Freight Auditing Data to Drive Significant Operational Savings

Today, most organizations have recognized the need and importance of implementing freight auditing solutions to assist them with “hard dollar” cost recovery and the identification of service related issues.

However, many companies are missing key fundamental opportunities to leverage data generated through this process to identify additional operational improvements and cost savings.

In this session, hear the real life case studies on how data is being used by several companies to achieve best in class service and cost metrics.

Don’t miss:

• Ways to leverage auditing data to reduce operational costs

• How to identify key fundamental data elements your auditing company should be providing

• The best practices and trends in the auditing industry

Speakers

Scott Langley, Principal, Intelligent Audit

Tim Holody, COO/GM, Seta Corporation

3:10pm – 3:50pm

Dessert with the Exhibitors

4:00pm – 5:00pm

Concurrent Sessions

Distribution Management

Customer

Loyalty

 Track sponsored by:

Material

 Handling

Performance Management

Operations

Management

Location: Amazon R

The Pros and Cons of Single Sourcing in 2011

Are you overly reliant on your incumbent carrier? Are you getting all you should from your Carriers and their representatives? If you answered yes to one of these questions, then you should probably re-evaluate your Parcel distribution, considering 2011 is a competitive landscape.

Join this session and walk away with a list of factors you should consider and how a multiple carrier environment may be the right decision. Although FedEx and UPS offer comprehensive services for all shippers, learn how to position your company and maximize the best rates and services offered in today’s current marketplace.

• What objective factors should be used to evaluate carriers’ rates and services?

• How to make your carriers more responsive and flexible

• Take advantage of new services in the Parcel Industry

Speaker

Tim Sailor, Principal, Navigo Consulting Group

Location: Amazon P

Finding the Perfect eCenter for Your eCustomers

How do you cater to your eCustomers? Join this panel of experts as they share with you how to determine the best serve the eCommerce channel of your business. Let them help you evaluate the pros and cons, set the benchmarks, and area of involvement for this aspect of your contact center

• Develop an efficient strategy to successfully implement and manage an eCenter

• Learn innovating ideas and strategies to provide 100% eCustomer satisfaction

Speakers

Elisa B. Lowry, COO, Venus Fashion, Inc

Steve Addy, Project Manager, Day-Timers Inc

Paula Collins, Director of Operations, Venus Fashion, Inc

Location: Amazon N

How Von Maur Drove     eCommerce Growth with Mobile-robotic Fulfillment

From sticky notes marking distribution center racks to delayed processing time during peak season, discover how Von Maur, an upscale Midwest department store with great customer loyalty, traded in their traditional warehousing approach for an efficient fulfillment solution to keep pace with their rapid sales growth and increasing customer demands.

See how Von Maur implemented a mobile-robotic fulfillment solution to drastically cut lead times and process high order volumes while gaining the ability to expand in a modular fashion. Don’t miss real video footage of Von Maur’s efficient eCommerce fulfillment center run by their organized operation staff.  The in-depth details of the system will be explained and metrics will be shared.

Speaker 
Peter Blair, Director of Marketing, Kiva Systems

Location: Amazon L

MCM Outlook Research on Operations & Fulfillment

In this session, we’ll reveal exclusive research from Multichannel Merchant on the operations and fulfillment sector. Hear industry experts as they  provide you their take on the results from MCM Outlook 2011, weighing in on such issues as the systems merchants are using, key contact center metrics, how the carrier’s changes in dimensional weight factor are affecting shipping costs, and much more.

Our panelists will analyze the results and interpret what some of the findings will mean to your business.

Walk away knowing:

• What companies plan to spend on IT in the next 12 months
• How to make shipping a profit center
• Important trends in outsourcing

Speakers

Jim Tierney, Senior Writer, Penton

Rob Martinez, President & CEO, Shipware, LLC

Rene Jones, Founder, Total Logistics Solutions

Location: Palma E

Evaluating and Selecting Technology Solutions for Contact Centers

As a call center shifts to a contact center, there is a variety of technology components required to make the transition from inbound and outbound phone seamless.

We all know that implementing new technology is always expensive and can be disruptive to the daily operation. While it can be a long and sometimes painful process, this session will provide guidance pertaining to how to evaluate, select and recommend a solution.

Join this session and discuss which technology solutions such as the PBX, Dialers, Chat and Email Management Software, Workforce Management Tools and Call Recording/Monitoring Applications will work best for your company’s needs.

Speaker

Darshanna Tudor, EVP, Call Center Division, Marketing Alternatives

5:00pm – 6:00pm

Opening Reception in the Exhibit Hall