2010 - event & meeting management technology€¦ · leverage your operations and fulfillment...

The Only Operation & Fulfillment Conference for Catalog, Online and Multichannel Retailers

2010 April 19 – 21, 2010

The Walt Disney World Swan and Dolphin Resort

Orlando, FL

www.ncof.com

Produced by: Media Sponsor:

Sponsored by:

New Strategies & Solutions to Drive Smarter Operation Decisions

• Discover first class strategies to increase efficiency & productivity in your distribution center

• Get results with superb quality management and boost customer satisfaction

• Gain the most value out of your shipping and transportation contracts

• Conquer the latest tools and references to recruit, hire and retain employees for a successful operation labor force

2 2010 • April 19 – 21 • Orlando, FL

“ NCOF was extremely helpful for me. I walked away with several ideas to incorporate into our organization. I will be back again next year!”

—ChrisTine Meyer Vice President of Operations, SPI, Inc.

Operation and fulfillment leaders today are challenged with shorter

lead times, increasing customer expectations, and consolidating

staffing. NCOF 2010 will help you respond to changing conditions

and customer actions by offering solutions to increase efficiency

and streamline operations at minimum cost.

Leverage your operations and fulfillment process to lead your

company to become the best in class by making smarter decisions

with reduced resources to capitalize on revenue.

Increase Operation & Warehouse Efficiency with Today’s State of the Art Strategies and Case Studies

• Automated Systems

• Business Development/Business Solutions

• Call Center Operations

• Carrier Relations

• Channel Sales

• Customer Service

• Distribution Center

• Ecommerce

• Fulfillment - Internet, Merchandising, Marketing

• Inventory Management

• Logistics

• Manufacturing/Production

• Material Handling

• Operations/Operations Strategy

• Protective Packaging

• Purchasing

• Retail

• Sourcing

• Supply Chain

• Transportation Management

• Warehouse Management

Who should attend?Managers, Directors, and C-Level executives responsible for:

RegiSTeR TODAy! • 212.790.1500 • www.NcOF.com 3

shep hyken CSP, CPAE is the Chief Amazement Officer of Shepard Presentations

TUESDAY, APRIL 208:00 a.m. – 9:00 a.m.

Shep hykeN is a speaker and author

of the Wall Street Journal bestseller The Cult of the Customer. he works with

top leading companies to build loyal

relationships with their customers and

employees. he will help you develop

a customer service culture and loyalty

mindset so you can push your operation

business to the next level. As a high

energy and motivational speaker, Shep

will focus on customer service, customer

loyalty, internal service, and customer

relations to help move your organization

from vision to action. Join Shep as he

delivers a seamless keynote combining

crucial customer information and the

latest action items you can apply to your

business!

Charlie kanTz VP of Logistics/Warehousing, Bakers Footwear Group

TUESDAY, APRIL 2012:40 p.m. – 2:00 p.m.

Join ChArLie kANtz, the logistics

executive guru of Bakers Footwear

Group, inc., as he discusses supply chain

plans of the past and present. hear a

first-hand account of how he has led this

leading fashion company to meet rigorous

industry demands as the retail industry

moves forward in an unprecedented

climate. Charlie will present the soup to

nuts of managing a successful fulfillment

center to the satisfaction of a product into

the customer’s hands, or in Bakers case,

onto their feet. hear the strategies, tips

and techniques that that helped Bakers

create unity among its buyer, allocator,

ecommerce manager, and fulfillment

center manager. With his constant

innovation and quick reflexes, Charlie will

share with you what’s in store for Bakers

immediate future to meet the needs of

their youthful consumer.

JasOn yOung President, LeadSmart, Inc.

WEDNESDAY, APRIL 218:00 a.m. – 9:00 a.m.

JASON yOuNG is the president of

LeadSmart, inc., where his vision has

led him to develop successful corporate

cultures and workplace environments with

forward-thinking Fortune 500 companies.

With over 10 years of senior-level

experience spent at Southwest Airlines,

and as the author of Culturetopia, Jason

offers an innovative perspective on how

to create and sustain a high-performance

workplace where people can do their

best. hear how to create a high-

performance culture that will produce

the desired performance outcomes

in productivity, profitability, employee

retention, and customer satisfaction. in

this keynote, Jason will provide practical,

easy to implement guidance on the seven

key determinants that make a healthy,

productive, and profitable culture that

will help you define your operation and

fulfillment organizational culture and

impact great business results.

Find us on Twitter, Facebook, and LinkedIn by searching for “NCOF” and get the latest updates!

Keynotes

4 2010 • April 19 – 21 • Orlando, FL

Agenda at a Glance Agenda at a Glance

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9 9:00 a.m. - 4:30 p.m. The Essentials Of Operations And Fulfillment Management

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9 9:00 a.m. - 4:30 p.m. The Essentials of Operations and Fulfillment Management

9:00 a.m. - 12:15 p.m.Successful Inventory Management: It’s All About Relationships

9:00 a.m. - 12:15 p.m.Negotiation Success with a Strategic Supplier, No Hammers Required

12:00 p.m. - 1:15 p.m. Lunch 12:00 p.m. - 1:15 p.m. Lunch

1:30 p.m. - 4:30 p.m.Contact Center Metrics: Transforming Data Into Results

1:30 p.m. - 4:30 p.m.Selecting the Direct Commerce System to Fit Your Business

6:00 p.m. - 7:30 p.m. NCOF 2010 Kickoff Party 6:00 p.m. - 7:30 p.m. NCOF 2010 Kickoff PartyTu

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DISTRIbUTION MANAgEMENT CUSTOMER ExPERIENCE

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MATERIAL HANDLINg PEOPLE MANAgEMENT ExECUTIvE LEvEL

8:00 a.m. - 9:00 a.m.Keynote: Shep Hyken, CSP, CPAE is the CAO of Shepard Presentations

(author of: The Cult of the Customer)8:00 a.m. - 9:00 a.m.

Keynote: Shep Hyken, CSP, CPAE is the CAO of Shepard Presentations (author of: The Cult of the Customer)

9:00 a.m. - 9:45 a.m. Break in the Exhibit Hall 9:00 a.m. - 9:45 a.m. Break in the Exhibit Hall

9:45 a.m. - 10:45 a.m.Best Practices in Parcel Returns Management

Talk Isn’t Cheap! Reduce Costs and Not the Customer Experience 9:45 a.m. - 10:45 a.m.

60 Ideas in 60 Minutes

Turning Effective Managers into Exceptional Leaders

Creating a Customer-Focused Sales Culture

10:45 a.m. - 11:30 a.m. Visit the Exhibit Hall 10:45 a.m. - 11:30 a.m. Visit the Exhibit Hall

11:30 a.m. - 12:30 p.m.

Outsourcing Your Operations: The Right Questions To Ask

First Call Resolution: How to Improve Customer Satisfaction 11:30 a.m. - 12:30 p.m.

Feed Your Warehouse, or It’ll Eat the Customers!

50 Survival Tips in 50 Minutes

Utilizing Data & Analytics to Control and Manage Transportation Costs

12:40 p.m. - 2:00 p.m.Keynote: Charlie Kantz, VP of Logistics & Warehousing, Bakers Footwear Group &

Lunch Roundtable Discussions12:40 p.m. - 2:00 p.m.

Keynote: Charlie Kantz, VP of Logistics & Warehousing, Bakers Footwear Group & Lunch Roundtable Discussions

2:10 p.m. - 3:10 p.m.

Parcel Carrier Contracts: Know What You’re Signing!

Connecting Sales and Service in Your Contact Center 2:10 p.m. - 3:10 p.m.

Leverage USPS® Technology and Discounts to Save on Shipping

Data Security: Turning a Mandate into a Benefit

Key Characteristics of a Results Driven Strategic Supplier Negotiation

3:10 p.m. - 3:50 p.m. Dessert with Exhibitors 3:10 p.m. - 3:50 p.m. Dessert with Exhibitors

4:00 p.m. - 5:00 p.m.

Open Source Applications - Save Money and Gain Flexibility

Packaging Trends Shaping the Consumer Experience

4:00 p.m. - 5:00 p.m.

Picking Technologies for Consumer Direct Fulfillment

Understand the Differences Between Generations

Optimizing Multiple Carriers in a DTC Network

5:00 p.m. - 6:00 p.m. Opening Reception in the Exhibit Hall 5:00 p.m. - 6:00 p.m. Opening Reception in the Exhibit Hall

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PEOPLE MANAgEMENT ExECUTIvE LEvEL

7:30 a.m. - 8:00 a.m. Early Bird Breakfast Discussion 7:30 a.m. - 8:00 a.m. Early Bird Breakfast Discussion

8:00 a.m. - 9:00 a.m. KEYNOTE: Jason Young, President, LeadSmart, Inc. 8:00 a.m. - 9:00 a.m. KEYNOTE: Jason Young, President, LeadSmart, Inc.

9:15 a.m. - 10:15 a.m.

Simple Ways to Save 15-20% in Distribution Costs

Which eCenter is Right for You?

9:15 a.m. - 10:15 a.m.

Finding the Best Shipping Options for Order Fulfillment

The New Marketing Mix: How Service Drives Marketing Success

Don’t Run Blind: Tackling a Successful Software Conversion


11:00 a.m. - 12:00 p.m.

Musical Chairs: Consolidating Your Distribution Network

The Intelligent Customer Front Door11:00 a.m. - 12:00 p.m.

Paper: More than Meets the Eye

Supervision: Find Your Style – Improve Your Style

Ten Critical Factors in High-Performance Distribution Operations

12:00 p.m. - 1:30 p.m. Lunch Table Topics with Exhibitors 12:00 p.m. - 1:30 p.m. Lunch Table Topics with Exhibitors

1:45 p.m. - 2:45 p.m.

Best in Class Order Fulfillment Systems Examples

How Seta/Palm Beach Jewelry Successfully Outsourced 100% of Its Call Center

1:45 p.m. - 2:45 p.m. The Value of Voice

Hiring and Fostering Relationships for Employee Retention

Budgeting IT: How Much Are Your Competitors Investing?

3:00 p.m. - 4:00 p.m.

How Young Living Reduced Its Parcel Costs By 26%!

Your Goal: Fulfilling Customer Satifaction Online 3:00 p.m. - 4:00 p.m.

Green Warehouse Solutions and Your Bottom Line

The Six Keys to Driving Change in a Traditional Corporate Culture

Maintain Business Success Through Retention & Motivation

NCOF offers 3 levels of session

difficulties ranging from

Fundamental to Intermediate

and Advanced. Whether you

are a novice or a seasoned

executive in the operation &

fulfillment industry, NCOF

has the ideal sessions

you’re looking for:

lOOk FOr These labeled sessiOns:

Fundamental sessions are

devised for professionals looking for a

comprehensive foundation for opera-

tion & fulfillment management. Break

the surface and collect the essential

components you need to increase

warehouse and distribution efficiency.

Intermediate sessions are

crafted for professionals that have

experience within the operation and

fulfillment industry. Expand your skills

and knowledge and learn new strate-

gies to take your company’s opera-

tions to the next level of performance.

Advanced sessions are

designed for the more seasoned pro-

fessional looking to get up to speed

on the latest operation solutions and

ideas. Go below the surface to focus

on the more complex challenges in

today’s operations.

Case Study sessions will fea-

ture company leaders sharing notable

success in ways to increase efficiency

and productivity in operation and

fulfillment process.

Sessions provide valuable

education for all levels of experience.


Agenda at a Glance Agenda at a Glance

Mo

nd

ay, a

pr

il 1

9 9:00 a.m. - 4:30 p.m. The Essentials Of Operations And Fulfillment Management

Mo

nd

ay, a

pr

il 1

9 9:00 a.m. - 4:30 p.m. The Essentials of Operations and Fulfillment Management

9:00 a.m. - 12:15 p.m.Successful Inventory Management: It’s All About Relationships

9:00 a.m. - 12:15 p.m.Negotiation Success with a Strategic Supplier, No Hammers Required

12:00 p.m. - 1:15 p.m. Lunch 12:00 p.m. - 1:15 p.m. Lunch

1:30 p.m. - 4:30 p.m.Contact Center Metrics: Transforming Data Into Results

1:30 p.m. - 4:30 p.m.Selecting the Direct Commerce System to Fit Your Business

6:00 p.m. - 7:30 p.m. NCOF 2010 Kickoff Party 6:00 p.m. - 7:30 p.m. NCOF 2010 Kickoff Party

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Tu

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ap

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MATERIAL HANDLINg PEOPLE MANAgEMENT ExECUTIvE LEvEL

8:00 a.m. - 9:00 a.m.Keynote: Shep Hyken, CSP, CPAE is the CAO of Shepard Presentations

(author of: The Cult of the Customer)8:00 a.m. - 9:00 a.m.

Keynote: Shep Hyken, CSP, CPAE is the CAO of Shepard Presentations (author of: The Cult of the Customer)


9:45 a.m. - 10:45 a.m.Best Practices in Parcel Returns Management

Talk Isn’t Cheap! Reduce Costs and Not the Customer Experience 9:45 a.m. - 10:45 a.m.

60 Ideas in 60 Minutes

Turning Effective Managers into Exceptional Leaders

Creating a Customer-Focused Sales Culture

10:45 a.m. - 11:30 a.m. Visit the Exhibit Hall 10:45 a.m. - 11:30 a.m. Visit the Exhibit Hall

11:30 a.m. - 12:30 p.m.

Outsourcing Your Operations: The Right Questions To Ask

First Call Resolution: How to Improve Customer Satisfaction 11:30 a.m. - 12:30 p.m.

Feed Your Warehouse, or It’ll Eat the Customers!

50 Survival Tips in 50 Minutes

Utilizing Data & Analytics to Control and Manage Transportation Costs

12:40 p.m. - 2:00 p.m.Keynote: Charlie Kantz, VP of Logistics & Warehousing, Bakers Footwear Group &

Lunch Roundtable Discussions12:40 p.m. - 2:00 p.m.

Keynote: Charlie Kantz, VP of Logistics & Warehousing, Bakers Footwear Group & Lunch Roundtable Discussions

2:10 p.m. - 3:10 p.m.

Parcel Carrier Contracts: Know What You’re Signing!

Connecting Sales and Service in Your Contact Center 2:10 p.m. - 3:10 p.m.

Leverage USPS® Technology and Discounts to Save on Shipping

Data Security: Turning a Mandate into a Benefit

Key Characteristics of a Results Driven Strategic Supplier Negotiation

3:10 p.m. - 3:50 p.m. Dessert with Exhibitors 3:10 p.m. - 3:50 p.m. Dessert with Exhibitors

4:00 p.m. - 5:00 p.m.

Open Source Applications - Save Money and Gain Flexibility

Packaging Trends Shaping the Consumer Experience

4:00 p.m. - 5:00 p.m.

Picking Technologies for Consumer Direct Fulfillment

Understand the Differences Between Generations

Optimizing Multiple Carriers in a DTC Network

5:00 p.m. - 6:00 p.m. Opening Reception in the Exhibit Hall 5:00 p.m. - 6:00 p.m. Opening Reception in the Exhibit Hall

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PEOPLE MANAgEMENT ExECUTIvE LEvEL

7:30 a.m. - 8:00 a.m. Early Bird Breakfast Discussion 7:30 a.m. - 8:00 a.m. Early Bird Breakfast Discussion

8:00 a.m. - 9:00 a.m. KEYNOTE: Jason Young, President, LeadSmart, Inc. 8:00 a.m. - 9:00 a.m. KEYNOTE: Jason Young, President, LeadSmart, Inc.

9:15 a.m. - 10:15 a.m.

Simple Ways to Save 15-20% in Distribution Costs

Which eCenter is Right for You?

9:15 a.m. - 10:15 a.m.

Finding the Best Shipping Options for Order Fulfillment

The New Marketing Mix: How Service Drives Marketing Success

Don’t Run Blind: Tackling a Successful Software Conversion


11:00 a.m. - 12:00 p.m.

Musical Chairs: Consolidating Your Distribution Network

The Intelligent Customer Front Door11:00 a.m. - 12:00 p.m.

Paper: More than Meets the Eye

Supervision: Find Your Style – Improve Your Style

Ten Critical Factors in High-Performance Distribution Operations

12:00 p.m. - 1:30 p.m. Lunch Table Topics with Exhibitors 12:00 p.m. - 1:30 p.m. Lunch Table Topics with Exhibitors

1:45 p.m. - 2:45 p.m.

Best in Class Order Fulfillment Systems Examples

How Seta/Palm Beach Jewelry Successfully Outsourced 100% of Its Call Center

1:45 p.m. - 2:45 p.m. The Value of Voice

Hiring and Fostering Relationships for Employee Retention

Budgeting IT: How Much Are Your Competitors Investing?

3:00 p.m. - 4:00 p.m.

How Young Living Reduced Its Parcel Costs By 26%!

Your Goal: Fulfilling Customer Satifaction Online 3:00 p.m. - 4:00 p.m.

Green Warehouse Solutions and Your Bottom Line

The Six Keys to Driving Change in a Traditional Corporate Culture

Maintain Business Success Through Retention & Motivation

6 2010 • April 19 – 21 • Orlando, FL

special evenTsTracKs

At NCOF 2010, you’ll find five innovative tracks that make it easy to set your agenda and target sessions that will give you concrete knowledge you can apply back at the office!

DISTRIBUTION MANAGEMENT Your distribution center is critical in ensuring timely delivery of parts and products to manufacturing facilities, or more importantly, to your customers. In this track, learn how to negotiate parcel contracts, calculate specific operational metrics, and identify new technologies that will enhance your bottom line and help you achieve superior performance for your distribution center.

CUSTOMER EXPERIENCE Customer experience and loyalty is a competitive battleground; great customer experience is now more important than ever. This track delves into the voice of the customer, measuring their feedback, and developing new products and services to meet their needs. See what communication methods, call center quality, and outsourcing are best for your business to increase customer satisfaction and sales.

MATERIAL HANDLING Today’s market offers many substantial benefits and resources outside the walls of your operations warehouse. This track will help you select cost effective packing materials and vendors, green your operations, and recognize shipping strategies to optimize your warehouse productivity and performance. Discover the latest technologies and automated systems to result in the fastest ROI.

PEOPLE MANAGEMENT A key component of a successful company is the balance between its managers and employees. Learn how to cultivate an environment of proactive leaders, hire and maintain staff with great potential, and create efficient communication to maintain organizational effectiveness. Each session under this track will provide innovative and unconventional methods for professional development during the leanest of times.

EXECUTIVE LEVEL Want to know how to best position your company to handle an evolving business climate? This track will show you ways to calculate the ROI of cost systems, maximize efficiency of carrier contracts, evaluate management software systems, and reduce operational/transportation spend. Executive level sessions will deliver the newest tactics and solutions to help you optimize sales performance and create incentives to reward right behavior.

Choose From 5 Educational Tracks!

NCOF KICKOFF PARTYMONDAY, APRIL 19 6:00 p.m. – 7:30 p.m.You don’t want to miss out on the NCOF 2010 Kickoff Party*! Join us as we welcome you to Orlando, Florida. We encourage you to bring a friend, colleague, or your family to this event filled with networking, light appetizers, full bar, and entertainment at NO additional cost to you. What better way to start the conference than to kick it into high gear? This is our way of saying “Thank You” for being at NCOF 2010!

* NCOF 2010 full conference attendees and exhibitors may bring one additional guest.

LUNCH ROUNDTABLE DISCUSSIONSTUESDAY, APRIL 20 12:40 p.m. – 1:00 p.m. Join the Lunch Roundtables at NCOF and enter into a small, intensely focused, and highly interactive discussion moderated by industry experts. Whether it is to help your company drive sales or control your operations costs, these lunch topics will sure keep your company in the black in these leaner times.


exhibiT hall

“ This is a conference everyone can grow with. This is our fourth year attending. It’s a must attend.”

—riChard deViTO Steve Spangler, Inc.

DESSERT WITH THE EXHIBITORSTUESDAY, APRIL 20 3:10 p.m. – 3:50 p.m.Come enjoy dessert while you explore the exhibit floor!

EARLY BIRD BREAKFAST DISCUSSIONWEDNESDAY, APRIL 21 7:30 a.m. – 8:00 a.m.Kick off your morning with a cupful of new and innovative discussion topics! Spend half an hour with industry experts to discuss today’s operations issues and learn the forward-thinking strategies to help your company capitalize on new opportunities.

LUNCH TABLE TOPICS WITH THE EXHIBITORSWEDNESDAY, APRIL 21 12:00 p.m. – 1:30 p.m.Want to learn about the latest trends and practices to take your operations to the next level? This is your chance to join an in-depth lunch discussion with the sharpest companies in the industry and get the tips and solutions you need to elevate your operations.

VISIT THE NCOF EXHIBIT HALLS!

When you visit the NCOF Exhibit Hall you’re in for a big surprise. You’ll find it’s more than an exhibit hall—it’s a Solutions Hall. So bring your hardest operation and fulfillment questions and challenges, and our top industry exhibitors are ready to give you the “how-to” on the most innovative products and services to help increase your distribution and warehouse efficiencies.

You’ll discover:• Thetop-notchtechnologies,solutions,andservicesto

streamline your operation efforts• Waystoincreaseyourdistributionandwarehouse

productivity and compare it to your competitors• Asinglemarketplacetovisitthatisfocused

specifically on your challenges and needs• Additionalopportunitiestonetworkwithpotential

business partners • TheCyberCafétohelpyoustayconnectedonlineto

check emails or simply charge your laptop while away from the office

the NCOF exhibit hall will provide you with more than solutions; it’s the key for a successful operation business!

To exhibit or sponsor at NCOF contact:

dOnna lOpOrTO at 303.543.1164 or email [email protected] (West Coast)

kaTie MceVOy at 617.328.8501 or email [email protected] (East Coast)

For current exhibitor listing, please visit www.ncof.com

eXHiBiT HALL HOURS

TUESDAY, APRIL 209:00 a.m. – 6:00 p.m.

WEDNESDAY, APRIL 2110:00 a.m. – 3:00 p.m.

8 2010 • April 19 – 21 • Orlando, FL

9:00 a.m. - 4:30 p.m.

The Essentials of Operations and Fulfillment ManagementThis full-day workshop will show you what it takes to deliver superior fulfillment as a competitive advantage. The latest strategies, tactics, and best practices will be presented for each aspect of the fulfillment process by veterans who have seen it and done it. The focus will be on maximizing service performance and improving operational efficiency. This workshop is a must for everyone involved in the fulfillment process, from supervisors to executives.

You will learn topics such as:• World-classcustomerservicefor

multichannel customer care, contact center management, quality management, and much more

• Bestpracticesforefficientandaccuratedistribution management with your space utilization, packing, receiving, and stock handling

• Effectivereturnlayout,handling,andprocessing methods for complete customer satisfaction

• Gettingthemostoutofyoursystemincludinge-commerce platform, order management, and warehouse system alternatives

• Completeperformancemanagementofbenchmarking process, workload forecasting, and work simplification

• OverallIndustrybenchmarksoftypicalunitcosts/ratios, key operation reports; and measuring service performance

speaKers:

bill kuiper, Partner, Spaide Kuipers & Companybill spaide, Partner, Spaide Kuipers & Company

9:00 a.m. - 12:15 p.m.

Successful Inventory Management: It’s All About Relationships This session will review numerous components of Merchandise Analysis and Inventory Management and the critical roles that they play in controlling profitability. We will discuss factors that can contribute or actually hinder efficient merchandising and inventory management performance, how these principles can apply to small, large, apparel, hard goods, start-up, and multichannel businesses.

Merchandise statistics and profitability• Whatarethekeyperformancemetricsand

their impact on inventory management decisions?

• Understandingthebenefitsofcapturingalldemand and its critical impact on marketing/ inventory decisions, initial and final fill rates and what they mean, returns, initial margin, cost of backorders, square-inch analysis, inventory turnover

Planning and Forecasting • Howbasicassortmentplanningisthekeyto

accurate forecasting and can dramatically improve profitability

• Whyplanningisacompanyeffortandhowmerchandising/inventory can dictate page counts, circulation and demand plans

• Techniquesandmeasuresthatwillguaranteeto improve product selection and item profitability

• Howandwhentobuyandwhyinventoryspending budget is critical to your plans

Building relationships (Internal and External) • Vendorrelationsinnegotiatingout“hidden”

costs built into the merchandise • Thebenchmarkingprocess;workload

forecasts; scheduling; flexible staffing; work • Howtobuildeffectiverelationships

between Inventory Management and other organization departments

speaKer:

geOrge MOllO, President, GJM Associates, Inc.

Negotiation Success with a Strategic Supplier, No Hammers Required Logistics is a mission critical service as well as a top three company budget item – following Merchandise and Paper & Print. This makes those supplier relationships extremely valuable to your company. Both you and your supplier know it. So how do you reduce your cost structure while continuing to improve your level of service to your company and your customers?

See how over 100 proven strategic supplier contracts were negotiated while improving supplier relationship management. This intensive negotiation session is geared to managers or team members who are responsible in managing the relationship and have a key role in supplier negotiations. Discover the three steps your organization can take to manage a strategic negotiation with your supplier – and potential new suppliers – to reduce your cost curve and to continually improve service.

• Seehowyoucanputyourselfinthesupplier’schair and see how you fit

• Setachievable—andinformed—goals• Learnthe3stepstoasuccessfulstrategic

negotiation—no hammers required

speaKer:

sTeVen p. Weiss, Chief Negotiator & President, Weiss Strategic Sourcing

Contact Center Metrics: Transforming Data Into Results Learn how to navigate through the vast amount of data generated in a contact center to find the key metrics that can drive enhanced performance. Come and explore ways to evaluate data based on potential value. We will also outline how that value determines the way that each metric is used. A specific process will be reviewed that will help determine the metrics that are most effective as

performance objectives. We will discuss why some numbers are valuable only when used behind the scenes, and explain how to present data so that all levels can understand how the measurements support organizational objectives.

You will learn: • Howtocategorizeallthetypesofdata

available in contact center reports • Thecriteriatobeusedwhendeciding

which metrics can be used as performance objectives

• Howtolinkproduction-basedmetricstoquality and customer satisfaction objectives

speaKer:

Jay MinnuCCi, President, Service Agility

1:30 p.m. - 4:30 p.m.

Selecting the Direct Commerce System Which Best Fits Your Business For multichannel companies looking to replace their order management and direct commerce systems, the vendor landscape is changing quickly. The recession has weakened a number of vendors. Which order systems are offered Software as a Service (SaaS)? E-commerce platform providers are successfully developing order management functionality. Enterprise wide solutions (ERP) are becoming more viable. But which vendors can really provide the functions you need at a budget you can afford? In this session, hear the leading 30 software vendors in the categories of ERP, e-commerce platforms, order management, etc.

Come away with: • Adetailedlistofvendorsandtheirhistory

that will meet your direct commerce requirements and is within your budget

• Knowledgeofhowtopinpointwherethestrengths and weaknesses are for each vendor’s application and which ones will truly provide the functions your multichannel company needs

• Anupdateofthefunctionsandservicsemajordirect commerce vendors can provide; and where the critical holes are in the application

speaKer:

CurT barry, President, F. Curtis Barry & Company

Check out www.ncof.com for session updates!

MONDAy, ApriL 19 pre-CONFereNCe iNteNSiveS

S E S S I O N L E g E N D

Fundamental

Intermediate

Advanced

All

Case Study


9:45 a.m. - 10:45 a.m.

DISTRIBUTION MANAGEMENT

Best Practices in Parcel Returns ManagementReturns are often overlooked as an opportunity to attract and retain customers. Learn the best practices in returns management and the correlation between returns costs/policy and customer retention.

• Hearthebestpracticesforreturnmanagement

• Learneffectivereturnpolicesandchargeback processes

• Discovertheproviders,serviceoptionsandtrends in the parcel market

speaKer:

TiM sailOr, Principal, Navigo Consulting Group

CUSTOMER EXPERIENCE

Talk Isn’t Cheap! Reduce Costs and Not the Customer ExperienceJoin an expert panel to discuss the strategies, technologies, and proven results to produce a seamless multichannel experience for your customers. Uncover how web self-service and live chat have evolved into intelligent engagement tools to optimize the value of customer interaction.

• Seewhichservicedeliverymethodacrosseach channel will work best for you

• Select,train,andcoachyouremployeestooptimize labor efficiencies

• Analyzecustomerfeedbacktodevelopnewproducts & services

speaKer:

JeFF FeTTes, Chief Operating Officer, 24-7 INtouch Inc.

MATERIAL HANDLING

60 Ideas in 60 MinutesYou’ll collect insights, tips, and techniques at a dizzying pace with this idea-per-minute format in which operations/fulfillment/distribution experts will equip you with dozens of new solutions.

• Uncoverbestpracticesandideastoimprovedistribution center efficiency

• Seeexamplesofwhatworkedandwhatdidn’t for your operations

• Obtainkeymetrictipsfortrackingsuccess

speaKer:

TiMOThy hOlOdy, COO, Seta Corp (Palm Beach Jewelry)Additional speakers to be announced

PEOPLE MANAGEMENT

Turning Effective Managers into Exceptional LeadersCompanies are composed of a handful of skilled supervisors and managers, but very few become

great managing leaders. In this session, learn to identify the characteristics of individuals with “leadership potential” and cultivate a culture of development in your organization.

• Discoverthetopmotivatorsandde-motivators for all employees

• Hearthedifferencesbetweenagreatmanager and a great leader and their leadership characteristics

• Learnthestepstocultivateacultureinyourorganization for leadership development

speaKer:

darshanna TudOr, EVP, Call Center Division, Marketing Alternatives

EXECUTIVE LEVEL

Creating a Customer-Focused Sales CultureTo create a high-performance sales center, you will need an environment in which the tools, technologies, processes, and incentives are available to you. Uncover how to measure hidden revenue opportunities and see just how easy it is to train your staff and maximum your sales performance.

• Outlinethecriticalfactorsinthesalestrainingcurriculum

• Definethemosteffectiveperformancecriteria and eliminate what is not working

• Identifythetoolsandtechnologiesthatsupport the sales process

speaKer:

penny reynOlds, Senior Partner, The Call Center School

11:30 a.m. - 12:30 p.m.


Outsourcing Your Operations: The Right Questions to AskMany questions arise when companies are considering to outsource their call center and fulfillment operations. Hear this panel of both clients and vendors discuss and answer your commonly asked questions.

• Evaluateifoutsourcingisthecorrectdecisionfor your business

• Learnthequestionstoaskoutsourcevendorsto match company requirements

• Heartheclientsdiscussthebenefitsofusingoutsource fulfillment service

ModeraTor:

JeFF barry, Senior Consultant, F. Curtis Barry & Company

speaKers:

sandra CrOTTeau, CEO Junoniasandy prObsT, VP of Sales, InnotracMarie lapeTina, VP Operations, Colonial Williamsburg FoundationpeTer hanTMan, VP Operations, The Metropolitan Museum of Art

CUSTOMER EXPERIENCE

First Call Resolution: How to Define, Measure, and Improve Customer SatisfactionFirst call resolution (FCR) is the #1 driver for customer satisfaction. How do you define first call resolution and calculate it to keep your customer satisfied? This session will provide you new training strategies for your front line, so you can boost customer satisfaction with world-class customer service skills.

• GatherthestrategiestomeasureFirstCallResolution and set benchmarks

• Walkawaywithaformulatopluginyournumbers and determine the cost of repeat calls

• Findoutthetop5methodstoachievefirstcall resolution

speaKer:

rOsanne d’ausiliO, PhD, Human Technologies Global Inc.

MATERIAL HANDLING

Feed Your Warehouse, or It’ll Eat the Customers!Your warehouse is the heart of your business; learn to deliver what your customer wants, when they want it, at a competitive price. This session will show you how the financial impact of the warehouse is crucial to your business as a whole.

• Linkbetweenyourwarehouseandyourbottom line for customer satisfaction

• Identifyandimprovethecurrentwarehouseinefficiencies that result in loss revenue

• Beabletoquantifywhatthewarehouserepresents to their bottom line

speaKer:

rene JOnes, Founder and President ,Total Logistics Solutions, Inc.

tueSDAy, ApriL 20


Fundamental

Intermediate

Advanced

All

Case Study

10 2010 • April 19 – 21 • Orlando, FL

PEOPLE MANAGEMENT

50 Survival Tips in 50 MinutesHear a panel of C-level executives from across the logistics spectrum share their discoveries on proven survival strategies during challenging times. In a market beset with changing patterns of consumption, see how business owners took this opportunity to increase their operation and facility performances.

• Determinewhentorenegotiateagreementswith your landlord and service providers

• Engageinwaystoinvigoratestaleprograms,anxious employees, and dissatisfied customers

• Discoverhowtoachievebetterresultsinyouroperations with fewer resources

ModeraTor:

sTeVe harris, VP, Construction & Real Estate, The Beacon Group

speaKers:

bruCe d. breCkdill, VP, Direct Sales, LehmanslaWrenCe Miller, CEO, Danforth Pewtererslee paynTer, COO, J.W. Pepperlynn JeFFrey, COO, The Vermont Country Store Tena perrelli, Senior Contact Center Manager, Gardeners Supply Co.Mark nelsOn, VP, Finance & Operations, Cuddledown

EXECUTIVE LEVEL

Utilizing Data & Analytics to Control and Manage Transportation CostsHow can you help your company reduce spending in its shipping? This session will show you how to use data and analytics to control and provide cost reduction opportunities in your carrier’s costs. Discover how rate negotiation, freight audit and data/analytics can work hand-in-hand for optimization.

• Utilizedatatobettermeasureandmanagetransportation costs

• Executeashipmentprofileanddashboardtoimprove visibility for your company

• Leverageyourdatatoeffectivelynegotiatewith carriers and reduce transportation costs

speaKer:

rOb nelsOn, President & CEO, Logica, LLC

2:10 p.m. - 3:10 p.m.


Dissecting Parcel Carrier Contracts: Know What You’re Signing!Your parcel agreement structure is just as important as your prices, discounts, and fees. However, these agreements continue to become more complex and costly. Understanding your agreement from an economic and a “term and condition” standpoint is critical to protecting your parcel negotiation budget.

• Uncoverhowtheinterpretationofspecificareas can mitigate cost impacts to your program

• Identifyyourrightsunderthegeneralstructure of a UPS or FedEx agreement

• Determinewhatisnegotiableinyourcontractand leverage it towards your advantage

speaKer:

Melissa priesT, Managing Director, AFMS Logistics Management

CUSTOMER EXPERIENCE

Connecting Sales and Service in Your Contact CenterLearn the strategies to integrate sales and service activities in your contact center and maximize your opportunities to increase revenue and improve loyalty. The benefits of change will be analyzed, and strategies to overcome traditional obstacles will be discussed. Uncover how each sale should be a great service experience and each service request can be a successful sales opportunity.

• Recognizethebenefitsofanintegratedsales/service approach over a traditional decentralized concept

• Seehowtogeneratebuy-infromthestaffregarding new roles and expectations

• Explorehowyoucanhelpyourstaffmakea successful transition to the integrated environment

speaKer:

Jay MinnuCCi, President, Service Agility

MATERIAL HANDLING

Leverage USPS® Technology and Discounts to Save on ShippingThis session will focus on the specific features that will save high-volume shippers money. Through

case studies such as Monster Cellular Store, see how beneficial it is to implement a dual-carrier model for an easy money-saving solution.

• GraspthelatestUSPS® technological innovations and discounts to save money

• OptimizeyourshippingmixusingUSPS® without modifying workflow

• Improveefficiencyinyourshippingincludingtime and cost savings

speaKer:

aMine kheChFe, General Manager, EndiciadusTin JOnes, E-Commerce Director, Monster Cellular Store

PEOPLE MANAGEMENT

Data Security: Turning a Mandate into a BenefitCompliance with Payment Card Industry security requirements is a fact of life for direct merchants and increases in penalties can cause headaches. Discover, from a management perspective, the steps you can take to meet requirements, reduce costs, insure success, and turn an obligation into a benefit.

• Recognizethefourmainchallengesinmeeting PCI & PA-DSS data security standards

• SeehowyourITstaffcanachieveanoptimum data security strategy and safeguard customer data

• Executethestrategiesinselectinganappropriate Qualified Security Assessor

speaKer:

ernie sChell, Director, Marketing Systems Analysis

EXECUTIVE LEVEL

Key Characteristics of a Results Driven Strategic Supplier Negotiation What do company executives do to improve service levels but also reduce cost structure? Hear how to negotiate supplier contracts with success, which will improve your supplier relationship management. In a short period, you will start to see the positive financial impact through strategic supplier negotiation.

• Beabletosetachievableandinformedgoals• Identifythesolutionstoovercomethe

blockers to a successful contract• Gettherightpeopletothetable–attheright

time

speaKer:

sTeVen p. Weiss, Chief Negotiator & President, Weiss Strategic Sourcing

4:00 p.m. - 5:00 p.m.

tueSDAy, ApriL 20


Fundamental

Intermediate

Advanced

All

Case Study



Open Source Applications - Save Money and Gain FlexibilityExplore the use of open source applications and how it can significantly reduce your software licensing, maintenance, and implementation costs. With various program source codes available, this session will help you obtain the functional customizations critical to your business.

• Applythecostandflexibilitybenefitsofusingopen source vs. commercial software

• Learnaboutthelatestopensourcetrendsand technology infrastructure options to reduce technology costs

• Discoverthespecificfunctionality,support,and flexibility open source can provide

speaKer:

Mike elder, Principal, OpenMCR, LLC

CUSTOMER EXPERIENCE

Packaging Trends Shaping the Consumer ExperienceConsumers are fickle and one bad packaging experience can turn them off from buying your product. This session will cover how to translate a bad packaging consumer experience into a successful outcome and how innovative packaging can sway a consumer’s purchasing decisions.

• Learnhowtoturnanunhappyconsumerinto a satisfied returning customer through packaging

• Discoverhowcreativepackagingcanbuildconsumer loyalty

• Understandwhyhavingtherightpackagingismore important than just the appearance

speaKer:

JOann hines, Packaging DivaAdditional speakers to be announced

MATERIAL HANDLING

Picking Technologies for Consumer Direct FulfillmentWhich technologies would work best for both your consumer direct distribution operation and supporting systems? This session will provide you an overview of processes from a cost and customer service perspective to help you select the best operation technology.

• Utilizethetechnologies&techniquesapplicable to your consumer direct distribution operations

• Hearthestepsinvolvedtoacquireandimplement a successful operation solution

• Gaintheknowledgetoreducebothoperatingcost and order fulfillment cycle time

speaKer:

TOM singer, Principal, Tompkins Associates

PEOPLE MANAGEMENT

Understand the Differences Between GenerationsIt is important for executives to know how to attract, market, manage, and communicate with people from every generation in the workplace. During this session, acquire and apply the tools to improve your multigenerational relationships with clients, employees, and co-workers.

• Learntovaryyourapproachtomulti-generational employees and achieve results

• Uncoverhowaperson’s“generationalsignposts” affect what he or she says and does

• Executetheterminologythatwillbridgethe gaps between you and people of any generation

speaKer:

Meagan JOhnsOn, Partner, Johnson Training Group

EXECUTIVE LEVEL

Optimizing Multiple Carriers in a DTC NetworkIn the current economic time, maintaining successful carrier relationships is crucial. From navigating volume and service commitments to successful strategies for contract re-negotiations, this session will provide valuable information for shippers looking for alternatives to single-source transportation models.

• Leveragecarrierrelationshipsfortheoptimalbalance of cost and service performance

• Maximizetheefficiencyofyourcurrentcarrier contracts

• Employhiddenelementsofcostwithinyournetwork and reduce waste

speaKer:

Mike WilliaMs, VP of Consulting Services, Green Mountain Consulting, LLC

9:15 a.m. - 10:15 a.m.


Simple Ways to Save 15-20% in Distribution CostsEvery dollar counts! Even the most efficiently run distribution operations can be more efficient. Learn from real-life examples how to spot opportunities to save money in your own distribution facilities and unravel emerging technologies to provide the most savings.

• Maximizeworkerproductivity(withandwithout a Labor Management System)

• Findoutthewaystosaveonutilitiesandefforts to “go green,” and impact your bottom line

• Walkawaywiththelatestemergingtechnologies that will positively impact cost and service

speaKer:

lOu Cerny, Vice President, Sedlak

CUSTOMER EXPERIENCE

Which eCenter is Right for You?Focusing on specific opportunities to service the eCustomer, this session will help you determine how to best serve the eCommerce channel of your business. A panel of experts will answer your questions and discuss the benchmarks, services, social media involvement, and professionalism for this area of your contact center.

• Learnnewideasandstrategiestohelpmakeyour eCenter a success

• Developastrategytosuccessfullyimplementand manage an eCenter

speaKer:

elisa b. lOWry, VP/Operations, Venus Fashion, Inc.Additional speakers to be announced

MATERIAL HANDLING

Finding the Best Shipping Options for Order FulfillmentFulfillment operation is a crucial component to your business. From accurate shipping tracking to easy customer returns and inventory replenishment, open your business to new markets and learn how USPS® can provide the solutions to make your business thrive.

• Honeinonthevalueofincludingareturnsoption in your shipping strategy

• Makeeducateddecisionsonshippingproviders based on cost, service, and value

• UnderstandthevalueoftheUSPS® fulfillment network to reduce your costs and work hours

speaKers:

JiM COChrane, V.P., Ground Shipping, USPSdan barreTT, Manager, Sales Strategy & Customer Support, USPS

WeDNeSDAy, ApriL 21

“ I was very impressed with the topics of the sessions, keynote presenters and approachable speakers.”

—TiMOThy J. ThOMpsOn Director of Customer Service, Felter Communications

12 2010 • April 19 – 21 • Orlando, FL

PEOPLE MANAGEMENT

The New Marketing Mix: How Service Drives Marketing SuccessWhen there is a disconnect between your marketing and operation departments your customer promises will most likely go undelivered. Learn how to drive a top-notch customer experience by building a bridge between these two departments with consistent messages and realistic deliverables.

• Effectivelyspeakthemarketinglanguageto improve communication between departments

• Discoverwhatdataisusedwhenplanningmarketing strategy to determine success

• Findtherightbalancebetweenserviceandexpense

speaKer:

debra ellis, President, Wilson & Ellis Consulting

EXECUTIVE LEVEL

Don’t Run Blind: Tackling a Successful Software ConversionThere is a number of reasons many software conversions fail. This session will provide an overall understanding of how to tackle a successful software conversion so your company experiences greater productivity, profits, and growth.

• Discoverwhenistherighttimetoimplementa new order management software

• Createrealisticshortandlong-termexpectations for your software conversion

• Identifyandovercometheroadblocksthatcould hinder software conversion success

speaKer:

geOrge Farnell, VP, Client Business Development Data Management Associates, Inc

11:00 a.m. – 12:00 p.m.


Musical Chairs: Consolidating Your Distribution NetworkHear how JW Pepper, a premiere sheet music supplier, successfully consolidated multiple distribution network centers from across the US. From site selections to real estate analysis to operation transitions, learn about all the crucial components that went into the success of this undertaking.

• Appropriatelyanalyzeandstrategicallyselecta location for your company

• Learntheprosandconsinbuildinganewvs.leasing an existing structure

• Understandifnon-automatedorautomatedworks best for material handling planning, integration, and installation

speaKers:

sTeVe harris, VP, Construction & Real Estate, The Beacon Groupglenn burTCh, President, JW Pepper

MATERIAL HANDLING

Paper: More Than Meets the EyeDebunk the many myths about paper packaging! You know that paper is one of the most widely used and versatile packing materials, but what you may not know is how it can help your shipping operation with throughput increases, cost savings, and automation.

• Createathoroughcostanalysisandselectthe packing material for your operation

• Heartheadvancementsinautomationinpackaging machinery

• Understandtheenvironmentalaspectsofusing paper for shipping

speaKer:

Tara FOOTe, Director of Marketing, Ranpack

PEOPLE MANAGEMENT

Supervision: Find Your Style – Improve Your StyleSupervision and management of people is both a science and an art; while everyone has a different management style, there is always room for improvement. In this session, you will become aware of your innate management style and discover new ideas to improve your supervisory style and abilities.

• Understandtheimportanceofself-awarenessas a supervisor

• Identifythestrengthsandweaknessesofyour supervisory style

• Improveyoursupervisionskillssoyourstaffcan be more productive

speaKer:

bruCe breCkbill, VP, Direct Sales, Lehman’s

EXECUTIVE LEVEL

Ten Critical, Yet Often Overlooked, Factors in High-Performance Distribution OperationsExecutives are constantly striving for strategies to better their companies’ performance. This session will uncover opportunities to improve worker productivity, increase cost saving, and make smart equipment investment choices. Dramatically improve your company’s distribution while drawing attention to an awe-inspiring change to your management skills.

• Hearexamplesofwhatbest-in-classdistribution professionals are doing today

• Applythenumerousstrategiestoimproveyour operations

• Seethecost/benefitanalysisconductedbyother companies to make the most of your investments

speaKer:

paTriCk sedlak, Vice President, Sedlak

1:45 p.m. - 2:45 p.m.


Best-in-Class Order Fulfillment Systems ExamplesSee case studies of today’s customer direct operations that have engineered their order fulfillment systems to process with speed, accuracy, and productivity. Review the designs of existing order fulfillment systems and understand what business drivers can affect your design of a material handling system.

• Establishanactivityprofiletopositivelyinfluence your system design

• Gainbetterunderstandingbycomparinginternet retailers perform order fulfillment

• Uncoverhowtousespecificoperationalmetrics of various configuration types

speaKer:

ken ruehrdanz, Market Manager, Distribution & Warehousing, DEMATIC

Check out www.ncof.com for session updates!

WeDNeSDAy, ApriL 21


Fundamental

Intermediate

Advanced

All

Case Study


CUSTOMER EXPERIENCE

How Seta/Palm Beach Jewelry Successfully Outsourced 100% of Its Call CenterOutsourcing a call center is an important decision for a company to evaluate. In this session, you will hear how Seta/Palm Beach Jewelry selected and managed a call center ran by their outsourcing partner. See the specific measurements used to generate sales and increase customer satisfaction with efficient tech and customer support.

• Discoverthetrialsandtribulationsofmakingthe decision to outsource your call center

• Pinpointwhichfunctionsaremostefficienttooutsource and how to manage the process

• Learnhowtoavoidthepitfallsofoutsourcingand set expectations for the decision

speaKer:

TiMOThy hOlOdy, COO, Seta Corp (Palm Beach Jewelry)

MATERIAL HANDLING

The Value of VoiceHear how the power of voice has become a mainstream fulfillment strategy. This presentation will define best practice use of the technology and the use of voice beyond the typical selection operation.

• Achievebenefitsbeyondthetraditionalwarehouse accuracy & productivity

• Seehowtousevoiceasasolutionforyoure-commerce operation

• Evaluatetheefficiencyofvoicetechnologyusing operational metrics, turnkey solutions and multi-application values

speaKer:

TiMOThy pOsT, Technology Specialist, DematicAdditional speakers to be announced

PEOPLE MANAGEMENT

Hiring and Fostering Relationships For Employee RetentionMaintaining a clear path of communication with your employees is an important factor to avoid high turnover rates. Learn how to build a strong and suggestive workforce by obtaining effective training tools and techniques to educate your employees on their responsibilities and goals.

• Theconcisetrainingandreferencetoolsusedto recruit, hire, and train for success

• Detailedtechniquestohireagreatstaffwhere turnover is no longer an issue

• Howtofreeyourselffromday-to-daymanagement with a self-directed work team

speaKer:

CaThy hayWard-hughes, Owner, Crystal Creek Logistics

EXECUTIVE LEVEL

Budgeting IT: How Much Are Your Competitors Investing?The cost of implementing and maintaining systems is an issue every company struggles to perfect. Based on real case studies, see a blueprint for effective system budgeting in a direct commerce business and gain critical insights into getting a full return on your systems investment.

• Identifythebenchmarksagainstwhichtomeasure your IT spending

• Leverageyoursystemsbudgettobecomeanenabling tool for growing your business

• Learntechniquestonegotiatewithsystemand service providers for the best prices and terms

speaKer:

ernie sChell, Director, Marketing, Systems Analysis

3:00 p.m. - 4:00 p.m.


How Young Living Reduced Its Parcel Costs By 26%!Step by step, see how Young Living Based saved over 26% in parcel expenditure without modal or carrier changes. This session will provide valuable tools to help you negotiate best-in-class pricing in contracts and reduce your overall shipping costs by as much as 35%.

• Applyprovenstrategiesandprocessestoreduce parcel costs by 10-25%

• Discovertheserviceoptionsandpricingbenchmarks specific to your market

• Negotiatethebestupfrontdiscount,contract,services & terms available today

speaKers:

TiM sailOr, Principal, Navigo Consulting Group rOn harris, VP, Operations, Young Living Essential Oils, Inc.

MATERIAL HANDLING

Green Warehouse Solutions and Your Bottom LineThe technologies involved for greening your warehouse may be easier and cheaper than you think! This session will cover affordable green warehouse solutions for lighting, conveyor, and controls to generate a rapid ROI and improve your bottom line.

• Evaluatetheequipmentyouneedtoutilizegreen technology vs. traditional counterparts

• Seeacomparisonofequipmentusedtoreduce carbon footprint at feasible costs

• Executegreentacticsandpracticesthatwillreduce the overall cost of goods shipped

speaKer:

greg Meyne, System Sales Manager, Wynright

PEOPLE MANAGEMENT

The Six Keys to Driving Change in a Traditional Corporate CultureYour company’s corporate culture can be the solution to success. Learn how to assess your current corporate culture with six key components and identify changes that can increase productivity to help boost sales and stimulate your bottom line.

• Assessyourexistingculturewithanevaluation process including survey questions and scorecards

• Learntacticsforreducingcosts,increasingservice levels, and improving sustainability

• Hearhowothercompanieshaveimplementedchange with positive bottom line results

speaKer:

rOn Cain, Chairman & CEO, TMSi Logistics

EXECUTIVE LEVEL

Maintain Business Success Through Retention & MotivationIt is more important now than ever to focus on developing a positive relationship with employees. Don’t let your good employees jump ship once the economy turns around, come and learn the top strategies you need to maintain a healthy work environment.

• Learntoshowemployeestheyare#1withoutbreaking the bank

• Discoverstrategiestoempoweryouremployees to become productive

• Gainhandfuloftipstohelpsetgoals,review,evaluate for your employees

speaKer:

daVid pezzaTO, CFO, Baudville

WeDNeSDAy, ApriL 21

“ Well worth the price of admission.” —rOberT neideMan

Aquatic Eco-Systems, Inc.

14 2010 • April 19 – 21 • Orlando, FL

WalT disney WOrld sWan & dOlphin resOrT1500 epcot resorts Boulevard Lake Buena vista, FL 32830 uSA

reservations can be made online at www.ncof.com or by calling 1.800.631.9079.

raTes: $208.00 per person before 3/19/10. please mention “NCOF.”

There is an additional fee for applicable

state and local taxes of 12.5% as well as a

Resort Service Package price of $10 per day

including unlimited local calls.

air TraVel & Car reserVaTiOnsNCOF has arranged for special discounts on flights and rental cars. please visit the www.ncof.com for more details.

Fill Your Downtime with Discounted Magical MomentsMagical experiences reign supreme in the Walt Disney World® theme parks and with discounted Meeting and Convention Afternoon tickets, the value is unbeatable. Choose from four theme parks:

• MagicKingdom® Park • Epcot®

• Disney’sHollywoodStudios™ • Disney’sAnimalKingdom® Theme Park

plus, you’ll receive one bonus ticket to selected theme parks with the purchase of multi-day tickets. visit www.ncof.com for more details.

trAveL & reGiStrAtiON iNFOrMAtiON

14

grOup disCOunTsregister three (3) people from the same company at the same time and get a fourth (4) registration free. registrations must be submitted at the same time to qualify for the discount. this offer only applies to paying registrations and does not apply to exhibit hall Only or Daily Conference passes. Offer is not valid on prior registrations. team registrations must be submitted via fax or mail. please photocopy the registration form for multiple registrations. Group registrations are not available after April 16, 2010.

Discounted Registration Information

First Name ______________________________________________________________Last Name _______________________________________________________________________

Title _____________________________________________________________________Company ________________________________________________________________________

Address___________________________________________________________________________________________________________________________________________________

City _________________________________________________________________ State/Province ________________________________________________________________

Postal Code ______________________________________________________________ Country _________________________________________________________________________

Phone ___________________________________________________________________ Fax ____________________________________________________________________________

Email ______________________________________________________________________________

❑ Check here if you have any special requests (which need to meet the Americans with Disabilities Act, dietary requirement, or otherwise).

We will contact you.

❑ Please do not include my name in Conference collateral.

DeMograPhic inforMation

To Register: DMA Registration 1120 Avenue of the Americas, New York, NY 10036

choice of PaYMent: (Registration fees will be charged to your credit card upon receipt of your reg-istration form.)

❑ American Express ❑ MasterCard ❑ Visa ❑ Discover Card❑ Bank Transfer (Please attach copy) ❑ Check #______________________

(Payable to DMA)

Credit Card Number

Expiration Date

Name of Cardholder (as it appears on card)

Company Name (as it appears on card)

Cardholder’s Signature

April 19 – 21, 2010 Walt Disney World DolphinOrlando, Florida

Total Conference Registration Fee $__________________

cancellation Policy

If NCOF cancels the event for which you have registered, the registration fee paid will be held on account for a future event or fully refunded if you prefer. NCOF is not responsible for any expenses incurred by you as a result of your registration, whether the event was attended, postponed, or cancelled. If you must cancel for any reason, please notify registration in writing by March 19, 2010, to receive a refund minus $150 processing fee. Refunds will not be granted on cancellations received after 5:00 p.m. EST on March 19, 2010. You may transfer your registration to another person at anytime. No refunds will be issued for any missed sessions or events, including sessions missed due to travel delays or cancellations.

1. What is your primary business activity: (choose one)

❑ Cataloger ❑ Online Retailer ❑ Retailer ❑ Manufacturer Selling Direct ❑ Other (Please specify)

________________________________

2. Please indicate your Title: (choose one)

❑ President (Owner, Partner, CEO) ❑ C-level Executive (COO, CTO, CFO) ❑ Vice President❑ Director ❑ Manager/Supervisor ❑ Other (Please specify)

________________________________

3. Which one of the following best describes your Job Function? (choose one)

❑ Contact/Call Center Management

❑ Online/E-Commerce Management

❑ Overall Operations Management❑ Transportation/Logistics

Management ❑ Executive/Financial Management ❑ Customer Service Management ❑ Distribution Center Management ❑ Fulfillment Management ❑ Inventory Management ❑ IT Management❑ Marketing Management ❑ Other (Please specify)

________________________________

4. How Many Years have you been involved in direct commerce? (choose one)❑ Less than a year ❑ 1 – 5 years ❑ 6 – 10 years ❑ Over 10 years

5. Please complete the following statement: "I think of my company as a ______" ❑ Small Operation ❑ Medium Operation ❑ Large Operation

6. How many people are employed full-time at your firm? (choose one)❑ Less Than 50❑ 51– 100 ❑ 101– 250 ❑ 251– 500 ❑ 500 +

7. Do you recommend/approve/influ-ence the purchase of any of the following? (check all that apply) ❑ Bar-coding Equipment/Systems ❑ Call Center Services/

Equipment/Systems ❑ Customer Service/Support ❑ Delivery Services ❑ Facility/Site Planning/Site Selection ❑ Fulfillment Services/3rd Party

Logistics/Merchandise ❑ Material Handling Systems/Equipment ❑ Order Management Software ❑ Packaging Materials & Systems ❑ Returns Processing ❑ Payment Processing ❑ Warehouse/Distribution

8. What is your company's primary business? (choose one)

❑ Food/Beverage❑ Apparel/Textiles❑ Chemicals/Pharmaceuticals ❑ Computers/Electronics ❑ Furniture ❑ Paper/Printing❑ Plastics/Rubber❑ Wholesale Trade ❑ Retail Trade ❑ 3rd Party Logistics Provider ❑ Transportation/Warehousing Services ❑ Business/Consulting Services ❑ Other Manufacturing (Please specify)

__________________________________

❑ Other Non-Manufacturing (Please specify) ___________________________________

9. Is this your first time attending NCOF? ❑ Yes ❑ No

10. ❑ Check this box if you’d like to be contacted about our Event Mentor Program (The Event Mentor Program will assign you to a more sea-soned NCOF attendee for event advice)

Conference Packages Save $100 before 4/19 Onsite Price

Full Conference Program with Pre-Conference Intensives (April 19 – 21) ❑ $1,520 ❑ $1,620

Regular Conference (April 20 – 21) ❑ $1,175 ❑ $1,275

One-Day Conference Pass (Monday, April 19) ❑ $545 ❑ $645

One-Day Conference Pass (Tuesday, April 20) ❑ $545 ❑ $645

One-Day Conference Pass (Wednesday, April 21) ❑ $545 ❑ $645

Exhibit Hall Only (April 19 – 21) ❑ $25 ❑ $150

Key code

SEB

15

trAveL & reGiStrAtiON iNFOrMAtiON

Fax: 212.302.7643 email: [email protected] questions call: 212.790.1500

DIRECT MARKETING ASSOCIATION, INC.

1120 AVENUE OF THE AMERICAS

NEW YORK, NY 10036-6700

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March 19 &

Save up to

$500!

PrSrt StD U.S. POSTAGE

Direct Mar-keting

Association, Inc.

2010 April 19 – 21, 2010

The Walt Disney World Swan and Dolphin Resort

Orlando, FL

The Only Operation & Fulfillment Conference for Catalog, Online and Multichannel Retailers

NCOF 2010 will feature:• Five educational and innovative Conference tracks

• An expansive exhibit hall packed with the Latest Solutions

• Numerous Networking Opportunities with industry experts

• hands-On Workshops

• expert keynote presentations

• And Much More!

For more information, or to register:

www.ncof.com

30% Post-Consumer Content COMMitMent tO CuStOMer ChOiCe: If you would like additional information on other DMA events and resources or wish to modify future marketing mailings, please call Customer Service at 212.790.1500.

2010 - event & meeting management technology€¦ · leverage your operations and fulfillment...

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