Conference Agenda

Sunday, March 21, 2010

1:00 PM - 3:00 PM
Pre-Conference Workshop: Who’s Winning, Who’s Losing, and Why
Trish Dorsey, Senior Vice President, TNS
Joe Hagan, Senior Vice President, Financial Services, TNS
Theresa McLaughlin, Chief Marketing Officer, CITIZENS FINANCIAL GROUP
1:00 PM - 3:00 PM
Pre-Conference Workshop: Redefining Customer Experience
Frank Aloi, President and CEO, ATH POWER CONSULTING
Janet Barnes, Vice President, Director of Customer Experience and Sales Development, FIFTH THIRD BANK
3:00 PM - 4:00 PM
NEW FEATURE! Peer Discussions
4:15 PM - 5:00 PM
Keynote Address: The Client Service Experience at BB&T
Ricky Brown, Senior Executive Vice President and Manager of Banking Network, BB&T
5:00 PM - 5:45 PM
Keynote Address: Growing Revenue Through Outstanding Service
Diana Starcher, Group Executive Vice President, Wells Fargo Customer Connection, WELLS FARGO BANK
5:45 PM - 7:00 PM
Welcome Reception in Exhibit Hall

Monday, March 22, 2010

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DISTRIBUTION TRACK THE CUSTOMER TRACK GROWTH TRACK
7:15 AM - 8:00 AM
Breakfast Briefing: No More Monday Morning Quarterbacking: It’s Time to Change the Game

Sponsored by:

7:15 AM - 8:00 AM
Continental Breakfast in the Hall
8:15 AM - 8:30 AM
Chairman's Opening Remarks
Richard Melville, Group Editorial Director, Banking, SOURCEMEDIA
8:30 AM - 9:15 AM
Keynote Address: Customer Loyalty
Brad Dinsmore, Group Executive Vice President, Retail Banking N.A., CITI
9:15 AM - 10:00 AM
Keynote Address: Why Community Banks Appeal in the New Financial Paradigm
Panelists: Peyton R. Patterson, Former Chairman, President and CEO, NEWALLIANCE BANCSHARES, INC.
10:00 AM - 10:30 AM
Morning Networking and Refreshment Break in Exhibit Hall
10:30 AM - 11:30 AM
Keynote Address:Deposit Growth, Profitability, Relationship Management….The BancorpSouth Perspective
Aubrey Patterson, Chairman and Chief Executive Officer, BANCORPSOUTH, INC.
Michael L. Lindsey, Senior Vice President and Head of the Retail Banking Division, BANCORPSOUTH
11:30 AM - 12:15 PM
Keynote Address: Navigating the Shoals of Risk Management in the Post-Crisis Environment
Eugene A. Ludwig, Founder & CEO, PROMONTORY FINANCIAL GROUP
12:15 PM - 1:45 PM
Industry Innovation Lunch: The Gamification of Loyalty: Driving Deeper Customer Engagement Through the Power of Play
Barry Kirk, Director, Customer Loyalty Solutions, MARITZ LOYALTY

Sponsored by:

12:15 PM - 1:45 PM
Luncheon for all Participants
12:15 PM - 1:45 PM
Industry Innovation Lunch: Transforming Your Banking Portal to Deliver “My-Size-Fits-Me” Customer Experiences
Jouk Pleiter, CEO and Co-Founder, BACKBASE
David Singh, Vice President of Strategic Accounts, BACKBASE

Sponsored by:

12:15 PM - 1:45 PM
Industry Innovation Lunch: Using the Latest Consumer Credit Risk Insights to find Lending Opportunities
Session Leader: Sarah Davies, SVP—Analytics & Product Management, VANTAGESCORE SOLUTIONS, LLC

Sponsored by:

1:45 PM - 2:30 PM
Track: DISTRIBUTION TRACK View Track Integration of Distribution Channels
Ronald Kerr, Chief Internet Executive, NATIONWIDE
Andy Hernandez, Executive Vice President, Director Channel Development, Retail Banking, BBVA COMPASS
Jody Bhaghat, Senior Vice President, Internet Channel Group, US BANK
1:45 PM - 2:30 PM
Track: GROWTH TRACK View Track Reaching the Next Generation
LeeAnne B. Linderman, Executive Vice President, Retail Banking, ZIONS BANK
1:45 PM - 2:30 PM
Track: THE CUSTOMER TRACK View Track Why Is Customer Satisfaction Important?
Linda Verba, Head of Retail Product, TD BANK
2:30 PM - 3:15 PM
Track: DISTRIBUTION TRACK View Track Success in Mass Affluent Wealth: Winning With a Multi-Channel Model
Peter Sidebottom, Executive Vice President, Products and Marketing, TD AMERITRADE
2:30 PM - 3:15 PM
Track: THE CUSTOMER TRACK View Track Small Business Transformers - Reinventing Business Models For The New Order
Moderator: Nick Miller, President, CLARITY ADVANTAGE
Rick Otero, Executive Vice President, Services & Customer Experience, CAPITAL ONE BANK
2:30 PM - 3:15 PM
Track: GROWTH TRACK View Track Smart Growth in Home Equity Lending
Moderator: Annetta Cortez, Managing Director, NOVANTAS LLC
Gary Korotzer, SVP and Head of Marketing, Home Equity Group, WELLS FARGO BANK
Andrew Fornarola, Senior Vice President, Mortgage/Consumer Lending, M&T BANK
Jay Plum, Senior Vice President & Director of Consumer Lending, HUNTINGTON BANK
3:15 PM - 3:45 PM
Networking and Refreshment Break
3:45 PM - 4:30 PM
Track: DISTRIBUTION TRACK View Track Incorporating Social Media Into Financial Firms’ Marketing, Sales And Service Channels
Allison Landers, Senior Vice President, Virtual Bank, KEY BANK
Bryan Clagett, CMO, GEEZEO
Moderator: Sue Burton, Vice President, Management Director, EMI STRATEGIC MARKETING
Eric V. Acree, Executive Vice President, VANTAGE CREDIT UNION
3:45 PM - 4:30 PM
Track: THE CUSTOMER TRACK View Track Beyond The Meet And Greet - Energizing Your Branches For Optimum Customer Satisfaction And Cross-Sell
Monica Lemperle, Vice President, Sales Management, CITIBANK
3:45 PM - 4:30 PM
Track: GROWTH TRACK View Track The Role of Rewards in a Changing Checking Landscape
Geoffrey Thomas, Executive Vice President, Director, Product Management and Marketing, CITIZENS FINANCIAL GROUP
4:30 PM - 5:15 PM
Track: DISTRIBUTION TRACK View Track Evaluating an Acquisitions Candidate's Branch Network
Jerry Cherico, Vice President, Marketing Research, BROADWAY BANK
Alessandro DiNello, Bank President, FLAGSTAR BANK
Brian Diepold, PhD, PITNEY BOWES BUSINESS INSIGHT
4:30 PM - 5:15 PM
Track: THE CUSTOMER TRACK View Track Simplifying the Customer Experience
Matthew Macomber, Executive Vice President, Internet Channel, BANK OF THE WEST
4:30 PM - 5:15 PM
Track: GROWTH TRACK View Track Mining Retirement Income: Creating a Successful Retirement Business Operating Model
Moderator: Don McNees, Principal, DELOITTE
Panelist: Edward O’Connor, Managing Director, Head of US Fund and Retirement Services, UBS
Panelist: Hugh H. Gallagher, Senior Vice President, Enterprise Payments Strategy and Retail Deposit Product Management, SUNTRUST BANKS, INC.
5:15 PM - 6:45 PM
Poolside Reception

Tuesday, March 23, 2010

7:30 AM - 8:00 AM
Continental Breakfast
8:00 AM - 8:30 AM
Breakfast with the Banker
Richard Melville, Group Editorial Director, Banking, SOURCEMEDIA
8:30 AM - 9:15 AM
Keynote Address
Martin Bischoff, Vice Chairman, Consumer & Business Banking, CITIZENS FINANCIAL GROUP
9:15 AM - 10:00 AM
Featured Address
Shelagmichael Brown, Executive Vice President, Head of Retail Banking, BBVA COMPASS
10:00 AM - 10:30 AM
Morning Networking and Refreshment Break
10:30 AM - 11:30 AM
Regaining the Edge in Leadership and Talent Acquisition
Moderator: Brian Sullivan, Chief Executive Officer, CTPARTNERS
Moderator: Robert Voth, Managing Partner, CTPARTNERS
Susan Mason, Executive Vice President, Head of Resourcing, RBS AMERICAS
Benjamin Gilman, Senior Vice President and Human Resources Executive, BANK OF AMERICA/MERRILL LYNCH US WEALTH MANAGEMENT
11:30 AM - 12:15 PM
Maximizing Satisfaction in Difficult Times
Mike Beird, Director, Banking Services, J.D. POWER AND ASSOCIATES
12:15 PM -
Conference Concludes