Management

eBags.com announced it was able to reduce fourth quarter customer care expenses by 34 percent compared to the same period last year. During this same period, the company's sales increased 27 percent over last year.

The National Retail Federation has issued an open letter to President Obama urging him to call for action on initiatives that support a strong retail sector when he delivers his State of the Union address later this month. The letter was signed by Macy's Chairman, President and CEO Terry Lundgren, who chairs the NRF Board of Directors, and NRF President and CEO Matthew Shay.

Delivering exceptional customer experiences is essential for any organization that wants to grow and sustain competitive differentiation in today's market. The annual Customer Experience Impact Report found that 86 percent of U.S. adults will pay more for a better customer experience.

J.C. Penney announced that Thomas J. Engibous will become chairman of its board of directors, effective Jan. 28. Engibous was named to the board in 1999 and has served in presiding director and lead independent director roles since 2008. He will assume the chairman's role from Myron E. Ullman, III, J.C. Penney’s former CEO, who will step down as executive chairman. Engibous is the retired chairman of Texas Instruments Inc.

Urban Outfitters declined in early trading after saying Glen Senk resigned as chief executive officer and will be succeeded by co-founder Richard Hayne as the retailer works to turn around a yearlong decline in profit. Senk, 55, resigned Jan. 9 and plans to pursue another opportunity, Urban Outfitters said in a statement.

Nordstrom has redesigned its fashion rewards loyalty program to include added benefits such as complimentary services and point incentives. As part of an effort to build customer loyalty, the new program includes complimentary alterations up to $100 based on varying benefit levels, triple point days, and Nordstrom Rack point participation.

PetSmart has appointed current CEO Robert Moran to also serve as the company’s chairman of the board. Moran, 61, has been president and CEO since 2009 and served as president and COO from 2001 to 2009. The board of directors also appointed David K. Lenhardt as the company’s new president and COO.

Following botched holiday web orders and a scathing media critique about the brand's strategy posted on Forbes.com, Best Buy has been feeling the heat lately. The consumer electronics retailer's CEO, Brian Dunn, posted a frank response on the company blog to address critics and reassure employees.

One of the toughest parts of running any business is recruiting top talent and getting that talent to stick around. But when you oversee a small business, the challenges become a little bit bigger: How can you compete with the bigger companies' deeper pockets to give your employees an experience that makes them want to stick with you?

Liz Claiborne today announced it's changing its name to Fifth & Pacific Companies to better communicate its strategic focus on growing its three global lifestyle brands (Juicy Couture, kate spade and Lucky Brand) and reflect the sale of the Liz Claiborne namesake brand to J.C. Penney, among other recent transactions.