Conference Agenda

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Venue

Fontainebleau Miami Beach
4441 Collins Avenue
Miami Beach, FL 33140

Connect to Retail Best Practices 2011

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Sunday, March 13, 2011

2:00 PM -

Registration Opens

Monday, March 14, 2011

Click on any of the track details below to view a detailed explanation

DISTRIBUTION TRACK GROWTH TRACK CUSTOMER TRACK Acxiom Global Marketing Performance Event

Track Sponsors

Customer Track Sponsored by:

Distribution Track Sponsored by:

7:30 AM - 8:15 AM

Breakfast Briefing: "They Will Come Whether You Build It Or Not" (The Question is, “What will you do when they come?”)

Steve Heston, Managing Director, Retail Banking Group, ACXIOM

Sponsored by:

7:45 AM - 8:30 AM

Continental Breakfast in Exhibit Hall

8:30 AM - 8:45 AM

Chairman’s Opening Remarks

Richard Melville, Group Editorial Director, Banking, SOURCEMEDIA

8:45 AM - 9:30 AM

Keynote Address: The Importance of Customer Loyalty

Joseph C. Guyaux, President, THE PNC FINANCIAL SERVICES GROUP

9:30 AM - 10:15 AM

Keynote Address: How Lands’ End Delivers World-Class Customer Service

John Maher, Senior Vice President, Lands' End Outfitters, LANDS' END

10:15 AM - 10:45 AM

Morning Networking and Refreshment Break in Exhibit Hall

10:45 AM - 11:30 AM

Marketing Executive Spotlight

Rebecca Sausner, Editor-at-Large, BANK TECHNOLOGY NEWS

Nick Papachristou, Chief Marketing Officer, ASSOCIATED BANK

Rilla Delorier, Chief Marketing Officer, SUNTRUST BANK

Paul Kadin, EVP, North America Consumer Banking Customer Strategy, CITIBANK

11:30 AM - 12:30 PM

Succession Planning – Building Your Executive Team & Managing Your Career

Moderator: Robert Voth, Managing Partner, CTPARTNERS

Amanda LaHaie, Group Vice President, Executive Staffing, SUNTRUST BANK

Panelist: Chuck Olsson, Senior Vice President, Human Resources, SEACOAST NATIONAL BANK

Julia Caslin, Leadership Development Executive for Deposit & Card Products, BANK OF AMERICA

12:30 PM - 2:00 PM

Industry Innovation Session: Accelerate Revenue Growth by Delivering on the Next Generation Customer Experience

Moderator: Jorgen Ericsson, Vice President and Global Head of Financial Services, CISCO

Panelist: Howard Brooks, Executive Vice President, Electronic Delivery Channels, BB&T CORPORATION

Panelist: Rizwan Khalfan, SVP / CIO, Direct Channels, TD BANK FINANCIAL GROUP

Presented by:

12:30 PM - 2:00 PM

Industry Innovation Session: Extending Self-Service Channel Integration to the Branch and Call Center

Scott Hansen, EVP of Business Development, HARLAND FINANCIAL SOLUTIONS

Presented by:

12:30 PM - 2:00 PM

Industry Innovation Session: Improving Customer Engagement and Generating Profit Using Test and Learn: The PNC Experience

Eric J. Myers, Manager of Test and Learn, PNC FINANCIAL SERVICES GROUP

Patrick O'Reilly, President, APPLIED PREDICTIVE TECHNOLOGIES

Presented by:

2:00 PM - 2:45 PM

Track: DISTRIBUTION TRACK View Track Channel Integration: A Work in Progress

Panelist: Howard Brooks, Executive Vice President, Electronic Delivery Channels, BB&T CORPORATION

2:00 PM - 2:45 PM

Track: GROWTH TRACK View Track Small Business in the Branches

Moderator: Nick Miller, President, CLARITY ADVANTAGE

Lori Chillingworth, Executive Vice President, Small Business, ZIONS BANK

Maria Coyne, Executive Vice President, KEYBANK

Lynetta Tipton Steed, Executive Vice President, Business and Community Banking, REGIONS BANK

2:00 PM - 2:45 PM

Track: CUSTOMER TRACK View Track Rewriting the Engagement Rulebook with Social Media

Richard Bradfute, Chief Information Officer, JAMES POLK STONE COMMUNITY BANK

Elliott Glazer, Chief Information Officer, HUNTINGTON NATIONAL BANK

Moderator: Campbell Edlund, President & CEO, EMI STRATEGIC MARKETING

Matthew Wilcox, Vice President of E-business and Internet Marketing, ZIONS BANK

2:45 PM - 3:30 PM

Track: GROWTH TRACK View Track Overdraft & Debit Regulatory Update

Jeremy Rosenblum, Attorney, BALLARD SPAHR LLC

Cary Whaley, AAP, Vice President, Payments and Technology Policy, ICBA

Phyllis M. Patton, Assistant Regional Director-Compliance, FDIC

Stephanie J. Ovington, CRCM, Field Supervisor-Compliance, FDIC

2:45 PM - 3:30 PM

Track: DISTRIBUTION TRACK View Track Branching Out: Reaching the Underbanked in a Most Unlikely Place

Karen Biddle Andres, Relationship Manager, CENTER FOR FINANCIAL SERVICES INNOVATION

Haydeé Moreno, Vice President and Director, MICRO BRANCH, A DIVISION OF SELF-HELP FEDERAL CREDIT UNION

2:45 PM - 3:30 PM

Track: CUSTOMER TRACK View Track What's Old Is New: How Focused Cross-Sell & Real-Time Decisioning Deepen Customer Relationship

Kate Stackhouse, Senior Vice President, Director Sales Integration, FIRST CITIZENS BANK

Bill Simmons, Financial Services Practices, PITNEY BOWES SOFTWARE

Jeff Nicholson, Vice President of Product Marketing, PORTRAIT SOFTWARE, A DIVISION OF PITNEY BOWES BUSINESS INSIGHT

3:30 PM - 4:00 PM

Refreshment and Networking Break in Exhibit Hall

4:00 PM - 4:45 PM

Track: GROWTH TRACK View Track Ingredients to Leading High Performance Teams: Getting The "Most" From Your Team

Rick Perez, Regional President - Retail Banking, South Market, RBC BANK

4:00 PM - 4:45 PM

Track: CUSTOMER TRACK View Track Getting Relationships Off on the Right Foot: Maximizing Satisfaction in Account Initiation and Onboarding

J. Michael Beird, Director of Banking Services Practice, J.D. POWER AND ASSOCIATES

Jean Lubbert, Vice President – Manager, Research and Customer Insight, BBVA

4:00 PM - 4:45 PM

Track: DISTRIBUTION TRACK View Track Product and Sales Training in the Branch: Approaches and Challenges

Tishia Damschroder, Retail Performance and Strategy Manager, PNC University, PNC BANK

Monica Lemperle, Vice President, Sales Management, CITIBANK

Kathy Tomasello, Branch Distribution Training Manager, PNC

4:45 PM - 5:30 PM

Track: DISTRIBUTION TRACK View Track Harnessing The Power of the Online Channel

Moderator: Maureen Schumacher, Head of Financial Services Sector, GOOGLE

Matthew Macomber, Executive Vice President, Internet Channel, BANK OF THE WEST

Katherine Everett, Marketing Executive, North American Deposits, ALLY FINANCIAL INC.

4:45 PM - 5:30 PM

Track: GROWTH TRACK View Track Growth Thru Engaging Customers: Segment, Attract, Assist, Affiliate, Accelerate!

Moderator: Don McNees, Principal, DELOITTE

Panelist: Hugh H. Gallagher, Senior Vice President, Enterprise Payments Strategy and Retail Deposit Product Management, SUNTRUST BANKS, INC.

4:45 PM - 5:30 PM

Track: CUSTOMER TRACK View Track Bringing Convenience to the Era of Customer Engagement

Panelist: Rizwan Khalfan, SVP / CIO, Direct Channels, TD BANK FINANCIAL GROUP

Alex Sion, Financial Services Center of Excellence for SapientNitro, and Partner/Advisor, MOVENBANK

5:30 PM - 7:00 PM

Networking Reception

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Tuesday, March 15, 2011

Click on any of the track details below to view a detailed explanation

DISTRIBUTION TRACK GROWTH TRACK CUSTOMER TRACK Acxiom Global Marketing Performance Event

7:30 AM - 8:00 AM

Continental Breakfast

7:30 AM - 8:15 AM

Breakfast Briefing: Best Practices in Branch Systems Modernization

Steve Hilton, Director, AMERICA FIRST CREDIT UNION

David T. O'Malley, VP (Sales), ORACLE FINANCIAL SERVICES

Fergus White, Director, XEON

Presented by:

8:00 AM - 8:15 AM

Chairman’s Recap of Day One

Richard Melville, Group Editorial Director, Banking, SOURCEMEDIA

8:15 AM - 9:00 AM

Keynote Address: Good Banking is Good Citizenship

Dennis Devine, Group Executive Vice President and Director of US Retail Banking, CITIZENS FINANCIAL

9:00 AM - 9:45 AM

Where We Are Today in Banking and Where We Will Be in 5 Years

Shelaghmichael Brown, Executive Vice President, Retail Banking Division, BBVA COMPASS

Rick Claypoole, Executive Vice President, BBVA COMPASS

9:45 AM - 10:15 AM

Networking and Refreshment Break in Exhibit Hall

10:15 AM - 11:00 AM

Strategies for Relationship Expansion

Moderator: Sherief Meleis, Managing Director, NOVANTAS, LLC

Kathryn Black, Division Leader, Mass Affluent Segment, WELLS FARGO

Rilla Delorier, Chief Marketing Officer, SUNTRUST BANK

Peter Eliopoulos, Senior Vice President & Chief Marketing Officer, M&T BANK

11:00 AM - 11:45 AM

Large Banks versus Community Banks: Separating Myths from Realities

Bob Neuhaus, EVP - East Region/Global Sector Head - Finance Sector, TNS

Alex Sheshunoff, ALEX SHESHUNOFF & PARTNERS

Mack Turner, Managing Director, BANK OF AMERICA

11:45 AM - 12:30 PM

Bank Reputation Study for American Banker

Moderator: Heather Landy, Editor, AMERICAN BANKER

Jon Bass, Executive Vice President and Director of Marketing and Advertising Strategy, BB&T

Tishia Damschroder, Retail Performance and Strategy Manager, PNC University, PNC BANK

12:30 PM -

Track: Acxiom Global Marketing Performance Event View Track Lunch

1:00 PM - 1:10 PM

Track: Acxiom Global Marketing Performance Event View Track Welcome/Introduction

Tim Suther, Chief Marketing Officer, ACXIOM

1:10 PM - 1:45 PM

Track: Acxiom Global Marketing Performance Event View Track Customer Life-Cycle Marketing Demands New Metrics

Luca Paderni, Vice President, Principal Analyst, FORRESTER RESEARCH

1:45 PM - 2:15 PM

Track: Acxiom Global Marketing Performance Event View Track Follow a Lifecycle Roadmap to Attract, Nurture and Grow Your Best Customers

Bryan Throckmorton, Global Practice Leader, Integrated Offerings, ACXIOM GLOBAL CONSULTING

2:15 PM - 3:00 PM

Track: Acxiom Global Marketing Performance Event View Track Q&A Panel

Tim Suther, Chief Marketing Officer, ACXIOM

Thomas Brown, CEO, SECOND CURVE CAPITAL

Luca Paderni, Vice President, Principal Analyst, FORRESTER RESEARCH

Bryan Throckmorton, Global Practice Leader, Integrated Offerings, ACXIOM GLOBAL CONSULTING

3:00 PM -

Conference Concludes