It Starts and Ends with the [Returns] Customer Experience

“Return to the Future” Speaker Announcement

Registration OPEN — Seats Still Available!


Sept. 12, 2018 (Arlington, Va.)  –  As the 2018 holiday shopping season looms closer, retailers and etailers are exploring new ways to turn the product returns experience into a positive customer experience vs a negative one.   A recent example of the impact of peak ecommerce purchase periods on customer returns was the July “Prime Day” event by Amazon, where it said over 100 million products were sold, and industry experts projected 20 million of those products likely were returned for one reason or another.  As Amazon and many others have discovered, the customer’s experience with returns can be a key factor in their future purchase decisions.

At the September 20, 2018, “Return to the Future” one-day event being offered by PostalVision 2020 and the Reverse Logistics Association (RLA), attendees will learn more about some interesting models for returns targeted at improving the customer experience.  In a session moderated by Greg Lowell, Senior Advisor, Deloitte, panelists will share information and discuss returns solutions focused on customers.   Birdie Bartholomew, Manager of Retail Success, for Happy Returns, will share information about the unique “Return Bar” model, a concept all about making returns easy for customers (as well as drawing them to brick and mortar retail locations).  Gary Reblin, Vice President, Product Innovation for the U.S. Postal Service (USPS) will discuss returns solutions being developed and enhanced by the USPS to further improve customer experience.  Ted Shanley, Founder and President, Emerald City Label/eCom Label Solutions, will discuss label solutions that not only improve branding and marketing, but also facilitate returns for customers.

Be sure to register NOW while a few seats are still available!   Other sessions included in the one-day event agenda will cover topics such as an overview of the returns/reverse logistics supply chain, market trends, solutions from shippers and intermediaries, and more!  See the full agenda and speaker bios!

The September 20th event will be held at the Schar School of Policy and Government, Founders Hall, George Mason University, in Arlington, VA, from 8:00 am – 5:00 pm, with onsite reception to follow from 5:00 pm – 7:00 pm.

birdiebartholomew picBirdie Bartholomew
Manager of Retail Success
Happy Returns

Birdie is the Manager of Retailer Success at Happy Returns, a service for shoppers and retailers that solves the #1 pain point of online shopping: returns. Birdie manages all current retailer relationships and leads the entire retail sales team.  Prior to Happy Returns, Birdie worked at Trunk Club for 6 years. She began her career as a top performing stylist and in her promotion to Head of Office, she was responsible for recruiting and building their first expansion office in Dallas, TX. Her time at Trunk Club Los Angeles was spent mentoring and developing an entirely new division of their sales team.

lowell pic 7-14 smallerGreg Lowell
Senior Advisor

Greg Lowell is a senior Advisor to Deloitte, focused on Customer Strategy topics. For over 20 years, Greg has served as a trusted advisor to Fortune 500 Companies across industries, including extensive experience working with senior executives of many leading Posts and Banks around the world. Prior to working with Deloitte, he was a Managing Director in Accenture’s Strategy practice. Greg has also been involved in starting multiple consulting firms focused on applying a combination of customer strategy, analytics, and digital innovation to retailing and marketing topics.

gary-reblinGary Reblin
Vice President, Product Innovation
U.S. Postal Service (USPS)

Gary Reblin, Vice President of Product Innovation, USPS, is responsible for product development for all mail and shipping products as well as innovation as USPS integrates with emerging technologies. Reblin reports to the chief customer and marketing officer and executive vice president. Prior to this position, Reblin has held a variety of positions within the USPS including Vice President of New Products and Innovation, Vice President Domestic Products, Vice President of Shipping Services, and Vice President of Expedited Shipping.

A 23-year postal veteran, Reblin has led many successful product and service innovations, including developing most of the popular Flat Rate and Regional Rate Products and Every Door Direct Mail. He was previously the manager of Intelligent Mail Planning and Standards, where he led the Postal Service’s efforts to upgrade its technical infrastructure and develop the Intelligent Mail barcode, which has enabled the Postal Service to identify and track every piece of U.S. Mail. He has also served in other key management positions in Engineering, where he helped set the strategic direction for letter and flat automation programs. Reblin holds a degree in industrial engineering and operations research from the University of Massachusetts, Amherst, and a Master of Business Administration from Strayer University.

Ted ShanleyTed Shanley
Founder and President
Emerald City Label/eCom Label Solutions

A 37-year veteran in the label and converting industry Ted specializes in design and engineering new innovation to create unique label products to help with evolving technologies. The past few years mostly in the ecommerce and online retail marketplaces. A native Californian Ted now resides on Whidbey Island in the Greater Seattle area with his wife and business partner Jan and their family of pets.

This latest round of speakers join the exciting roster of confirmed speakers already announced (see complete agenda posted on PostalVision web site).

For more information or to Register to attend the event, check out the PostalVision 2020 web site.

About the Reverse Logistics Association (RLA)

The Reverse Logistics Association (RLA) is a members’ driven, global trade association for the returns and reverse industry, offering information, research, solutions and services for Manufacturers, Branded, and Retail companies from Third Party Providers. Our goals are to educate and inform Reverse Logistics professionals around the world, and be the voice of the reverse industry.  For more information, visit

About PostalVision 2020

The PostalVision 2020 Initiative Mission is “to serve as an independent transformative cause that inspires imaginative thinking, stimulates provocative conversation and influences the reinvention of American Postal Services in 2020 and beyond.”  Since 2011, we have been engaging stakeholders from all across the postal platform and beyond in a critical conversation about what future generations should have in the way of Postal Services in America.  For more information visit

Related Stories

Tell Us What You Think