Wednesday, November 19
8:30 a.m. - 9:30 a.m. - General Session

John A. Allison, IV
Chairman and Chief Executive Officer
BB&T Corporation

Being the 14th largest financial services company in the U.S. is not what gives BB&T Corporation its competitive edge. Rather, under the helm of John Allison, this organization's unique philosophy and operating structure has enabled it to grow steadily, be profitable consistently and exhibit high productivity, with low turnover…despite the turbulent times. Hear insights from this industry leader on his belief that constancy of purpose and clarity of values are the foundation of long term success.

9:30 a.m. - 10:45 a.m. - General Session

Innovation Works

Arkadi Kuhlmann, Chairman, President and Chief Executive Officer, ING Direct USA

William C. Taylor, Co-founder and Founding Editor, Fast Company and Co-author, Mavericks at Work

Return on Innovation - not a concept but a reality when you look at the success of ING Direct USA. In a few short years, it has become the largest Internet-based bank in the U.S. and has earned a ranking on the list of top thirty U.S. banks overall. Its profitability and performance is driven by the unique and maverick strategies of its leader Arkadi Kuhlmann. Mr. Kuhlmann will be joined by William (Bill) Taylor, co-author, Mavericks at Work and entrepreneur, who has shaped the global conversation about the best ways to compete, innovate, and succeed. Together they will explore business and management strategies that can build a successful business for the 21st century.

 

10:45 a.m. - Expo Opens

12:00 a.m. - 1:30 p.m. - Lunch in Expo

11:00 a.m. - 1:45 p.m.
Solutions Theater Presentations in Expo

11:00 a.m. - 11:30 a.m.

Microsoft Corporation
Transforming the Customer Experience in Banking

Topic: General

Your customers and you share the same goal- to deliver value by satisfying critical needs efficiently. Obtain better results from your sales and service business with feature-rich, affordable CRM solutions.

Tom Feher, Industry Market Development Manager, Microsoft Corporation

Nielsen Claritas
Consumer Reaction to the Banking Crisis; October 2008 Survey Results

Topic: Efficiency

With an abundance of changes in the banking industry, how does the public perceive the future of the economy and their bank? Nielsen Claritas has recently conducted a research study aimed at answering the following: How are consumers' financial behaviors changing? What activities / purchases will the public forego? Who do consumers think is most accountable for the crisis? What can banks do to respond to consumers' greatest concerns?

Jane E. Crossan, VP and Practice Leader, Financial Services Group, Nielsen Claritas

Econiq Inc.
Frontline Sales Effectiveness: Behaviors that Lead to Success

Topic: Efficiency

You can't manage what you can't measure. But how can you monitor effective behaviors without time-consuming observation? Now you can with Econiq. Let Econiq show you how you can monitor and promote the behaviors that lead to success.

James Callan, CEO, Econiq Inc.

ClairMail
Drive Mobile Banking with ClairMail's 2-Way Triple Play

Topic: General

Learn how ClairMail's unique 2-way mobile banking & payments solution across all 3 mobile UIs can cut costs, grow revenue & boost customer service, in this panel discussion.

Joe Salesky, President & CEO, ClairMail and ClairMail partners

11:45 a.m. - 12:15 p.m.

AT &T
Redefining How You Connect with Your Customer

Topic: Efficiency

With AT&T's fully managed Digital SignageSM services, you can quickly and efficiently deliver multimedia highimpact media via reliable, scalable unicast or multicast distribution to large number of displays across the enterprise.

Visit www.att.com/digitalsignage for more.

Ethan Fox, Director, New Products, AT&T Digital Media Solutions

GRFI Ltd. - The Frerichs Group
The Dynamic Test Branch-Reporting What We Have Learned in Four Years

Topic: Efficiency

Our retail banking test facility, the Center For Financial Innovation, verifies the viability of new design and product delivery techniques.

Learn how you can Unlock Your Hidden Branch Potential.

Scott Frerichs, President, GRFI Ltd.
Kathy Frerichs, EVP, GRFI Ltd.

ACI Worldwide
Journey Towards Enterprise Risk Management

Topic: Risk Management

Cross-channel fraud is growing quickly, however most financial institutions still find themselves with silo'd views of risk exposure. But, some financial institutions have deployed customer-centric risk management solutions and are on the path to fully realizing the benefits of enterprise fraud detection and risk management.

Dena Hamilton, Senior Executive, Strategic Enterprise Risk Solutions, ACI Worldwide

CashEdge, Inc.
Unveiling Intelligent Money Movement Services

Topic: General

Intelligent Money Movement enables banks and credit unions to offer their customers a single point of access for multiple, easy-to-use electronic funds transfer solutions.

Neil Platt, Senior Vice President and General Manager, US Banking, CashEdge

12:30 p.m. - 1:00 p.m.

KAL
ATM Software Trends 2009-the KAL View

Topic: General

Following the record-breaking publication of "ATM Software Trends 2007-2008" by KAL and ATMMarketplace, KAL presents their view of the global ATM software trends of 2008.

Steve Hensley, EVP Global Sales, KAL

uGenius Technology, A Gene Pranger- Creating Smarter Branches Company
"How Convenient Are Your Tellers?" MHV FCU Case Study

Topic: General

Hear from the first financial institution to offer access to real tellers 24 hours a day 7 days a week and learn how you can leapfrog your competition.

Patti Osterhoudt, COO, Mid-Hudson Valley Federal Credit Union
Jeff Stott, VP of Client Services, uGenius Technology, A Gene Pranger Company

Cisco
Leverage Enterprise Expertise to Maximize Sales

Topic: General

Enable a true collaborative customer experience by leveraging enterprise expertise via anytime, anywhere multi-channel availability to maximize sales effectiveness.

Leon Grekin, Manager - Customer Business Transformation, Cisco
Paul Jameson, Senior Director - Global Financial Services Solutions and Marketing, Cisco
Rich Webster, Industry Solution Manager-Retail Banking, Cisco

First Republic Bank
Build Stronger Relationships Through Customer Data

Topic: Efficiency

Learn how developing the right customer data warehouse enables you to understand your customers, ultimately building strong customer relationships.

William Neil, Director, Data Systems, First Republic Bank

1:15 p.m. - 1:45 p.m.

Firethorn, a Qualcomm company
Blazing the Trail to Mobile Commerce

Topic: General

Move customers from mobile banking to revenue generating mobile payments and beyond-new consumer research and demos will be presented.

Kyle Cochran, Director of Product Management, Firethorn, a Qualcomm company

Fidelity National Information Services
Implementing an Efficient Approach to FACT Act Red Flag Compliance

Topic: Risk Management

Fidelity National Information Services (FIS) offers a one source solution to provide technology needed to help you comply with the FACT Act.

Andrew Foote, Director Product Management, Fidelity National Information Services

IBM Corporation
Web 2.0 and Social Networking: Security & Fraud Risk or Marketing and Customer Communication Opportunity?

Topic: General

Learn how you can take advantage of the latest in social networking data analysis capabilities to protect your firm's online reputation and minimize your risk exposure to data theft and internal/external fraud from advanced, Web-based malware, without missing out on the vast business opportunities and improvements in employee/customer communication offered by Web 2.0 and Social Networking.

Paul Leonhirth, Solutions Executive, IBM Financial Services Sector
Keith Bishop / Fran Tonyan, IBM InfoSphere -Entity Analytics Solutions, Financial Services
Dr. Ying Chen, Ph.D, Information Analytics, IBM Almaden Research Center

Gladiator Technology, a ProfitStars Solution
Mitigating Risk and Meeting Regulatory Expectations for Remote Deposit Capture

Topic: Risk Management

Please join Jackie Marshall, on focusing on a practical approach to developing policies, procedures and standards to help you manage this effort for RDC and protect your institution.

Jacqueline Marshall, Director of IT Regulatory Compliance for Gladiator Technology, a ProfitStars Solution

2:15 p.m. - 3:00 p.m. - Conference Sessions

Cross Industry Best Practices in Multichannel, Consumer Focused Self-Service
Andrew Hutchinson, Head of Retail Distribution, Nationwide Building Society
Jared Miller, Head of Self-Service, Continental Airlines
Brian J. Bailey, Vice President, Global Marketing, NCR

Retailing Track

A multi-channel retail distribution strategy is imperative in the battle for consumer loyalty across all industries. Self-service technologies are proving to create a differentiated service experience for consumers, establishing loyalty, competitive differentiation, and operational benefits. How are leading banks and non banks innovating via self-service to acquire, retain and expand relationships.

• Establishing a multi-channel self-service roadmap aligned to business objectives
• Cross-industry best practices in delivering service and sales via self-service
• Consumer adoption best practices and establishing organizational support
• Metrics and analytics measurements to improve profitability and performance

Driving the Cost Transactions Down and Profitability Up
Michael D. Rawan, Director of Payments Technology, Sovereign Bank
Mark Wallin, General Manager, TeleCheck and ACH Services for First Data Corp
Paul DeFlavio, Senior Vice President of First Data Commercial Services
Steve Mott, Principal, BetterBuyDesign

Customer Development Track

Driving costs out is more important than ever in today's economy, but managing costs and increasing profitability sometimes conflict. Examine the cost of payments for a variety of payment methods, how the economics of those payment types are changing and how that can translate into profits.

• Examines PIN-debit, e-checks, ACH, mobile payments, ecommerce and more
• Where can you cut the most cost and drive the most profit
• What payments offer savings/profits for banks, merchants/billers alike

De Novo Branching in Challenging Times
Richard M. Carey, Executive Vice President, Umpqua Bank

Profitability & Performance Track

Developing and executing a De Novo strategy can be a drain on resources - both financially, as well as executive time and attention. So, what are the keys to profitable De Novo operations in today's environment? Hear from one innovative banking organization whose strategy of matching facility, market and opportunity has proved highly successful.

• Taking another look at key elements in building a De Novo strategy
• Case study of a De Novo roll out
• Lessons learned and pitfalls to avoid

Mobile Banking - Show Me the Money!
Christo Vrey, Managing Executive, Digital Channels, ABSA Bank Ltd
Tim Arscott - Mills, Senior Advisor, Global Concepts

Technology & Innovation Track

Mobile or m-banking continues to warrant a more prominent spot within financial services' retail strategies. The critical question for all - is it just another channel, like the Internet, or can this technology be leveraged to generate much needed new revenue streams? Join industry experts for a lively discussion around the implications and opportunities surrounding this issue.

• Insights on the evolution of m-banking in the US, including proprietary research about its demand by consumers and small businesses
• Pros and cons of taking a wait-and-see vs a market leading approach toward m-banking
• Global perspectives on m-banking as fee generating vs. another "free" customer channel

Innovative Talent Management Programs for the Retail Bank Workforce
Thomas Kraack, Senior Executive. Managing Partner, Financial Services Talent Management, Accenture
Jill Kissack, Senior Manager, Banking Talent Management Practice Leader, Accenture

Technology & Innovation Track

In challenging times, it's important to retain, develop and motivate your best talent. Hear how you can leverage technology to implement innovative Talent Management programs that result in significant business impact.

• Real-life demonstrations and case-studies of how organizations have improved workforce performance through the use of technologies and innovative Talent Management programs to achieve significant business results
• Insight into how to link Talent Management solutions to Retail Banking workforce challenges:
• Service to Sale Model
• Performance Simulations
• Cost Reduction: Extended use of virtual-instructor led training
• Global/National Expansion: eLearning 2.0
• Practical, actionable next steps to drive significant improvements in workforce performance at your organization

3:15 p.m. - 4:00 p.m. - Conference Sessions

Managing Brand Risk, Franchise Health and Consumer Trust
David Dove, Partner, Mercatus Partners LLC.
John Gatti, Principal, Leo Burnett Citizen² Group
Steve McMahon, Leo Burnett Citizen² Group

Retailing Track

Brand risk is defined as risk to reputation, but it also implies risk to so much more - consumer trust and loyalty, franchise health and ultimately, profitability. Until recently, traditional financial organizations differentiated themselves against competitors through their legacy reputation as being financially sound and trusted advisors for consumers. However, recent events have shaken consumer confidence and this reputation can no longer be counted upon. Learn how your organization can manage its brand risk and franchise health effectively and leverage it for competitive advantage.

• Identifying the drivers of consumer trust
• Measuring the rewards of consumer trust
• Actions to increase franchise health and lower brand risk
• Just completed consumer research - highlights and implications for financial institutions

Innovation in Addressing Interest Income Erosion in Banking
Jim Eckenrode, Banking Research Fellow and Executive Lead for Financial Services Strategies and IT Investments, TowerGroup
Mack Wood, Vice President & General Manager, Metavante Consulting Professional Services

Profitability & Performance Track

The banking industry's operating environment is continually under pressure, placing downward pressure on margins and interest income. This long-term decline in margin income is only accelerating, forcing organizations to address this issue with new and innovative tactics. Hear insights into the new opportunities available to your organization as it strives to remain competitive and viable.

• The challenges bankers face in improving net interest income
• Solutions to improve net interest income
• Laying the foundation to combat future margin pressure

Customer Centricity = Profitability!
Sylvia Reynolds, Chief Marketing Officer, Wells Fargo

Customer Development Track

By truly putting the customer first, new and existing customers can be impacted in a way that keeps a banking organization relevant and profitable. Hear how your institution can successfully achieve this by using new technology and delivering a quality, consistent experience across all channels.

• Definition of customer centric, its importance and its impact on profitability
• Getting management and employee buy-in to the strategy
• Successful execution and metrics

Innovation Case Study - ICICI Bank, the Fastest Growing Bank in the World!
V. Vaidyanathan, Executive Director on the Board of ICICI Bank
Darryl M. Demos, General Manager, Enterprise Solutions Group, Verint Witness Actionable Solutions

Technology & Innovation Track

In seven short years, ICICI Bank in India has built a franchise with 950 plus locations and 25 million customers. Learn how ICICI Bank has maximized growth across a diverse population of young techno savvy individuals and aging traditionalists. Hear strategies, challenges, successes, and technological innovations of one of the world's fastest growing banks.

• Fast growth challenges in management and structure
• How to create breakthrough opportunity within constraints
• Need to marry risk, opportunity and technology to create a singular, adaptable model
• Bridging the technology chasm - how to use technology to personalize business for customers of all ages
• How mobile technology can be transformative

Emerging Strategies for Effective Self-Service
Ger Moffatt, Head of Group ATMs, Bank of Ireland
Alan Walsh, VP Banking, U.S. Operations, Wincor Nixdorf

Profitability & Performance Track

As Self-service becomes more commonplace at airlines, hotels, and retailers, banks can now offer an intuitive "bank-in-a-box" experience that drives customer loyalty - at the branch and beyond. Hear best practices for leveraging the ATM channel to do more than just dispense cash. We'll look at what new functionality can be added in the near-term and what will be a "must have" down the road. Also, hear how Bank of Ireland extended its brand though a strategic deployment of off-premise ATMs.

• Proven strategies for marketing and merchandising support
• Leveraging branch automation for customer retention and acquisition
• Practical guidelines for technology deployment
• Branch level tactics for speeding consumer adoption of automation technologies

4:15 p.m. - 5:00 p.m. - Conference Sessions

Site Optimization for Profitability
Jim Laiderman, Vice President, Customer and Locational Strategy, Nielsen Claritas Analytical Consulting & Services
Matthew Winn, Managing Director, Consulting Brokerage, Cushman & Wakefield of Georgia, Inc.

Retailing Track

Using actual client case studies, this session will provide site optimization methods and best practices used by the nation's leading retailers and restaurants. Site optimization takes into consideration community demographics, daytime population, retail activity, competitive saturation, physical site characteristics, operations and the cost of the real estate. In order to truly optimize any location, all these factors need to weighed and weighted to be aligned with the overall business strategy.

• Overview of prioritization and screening of markets
• Upon market selection, how do retailers optimize the market, and what this means to you
• Techniques used by retailers to analyze their existing sites and access the factors that impact site success

Innovations to Drive Debit Growth
Mike Shepard, Vice President, Consumer Credit & Debit Product Manager, U.S. Bank
Stacey Pinkerd, Head of Global Consumer Debit Products, Visa Inc.

Profitability & Performance Track

Innovation is a prerequisite to drive growth, whether it's product development or innovative approaches to business practices. The same strategies used to drive adoption of recent technologies such as contactless and mobile payments can also be applied to drive usage of existing products and services. Don't miss this opportunity to hear a review of tactics your company can integrate into its debit business strategies to increase usage.

• Comprehensive overview of innovation - both product innovation and innovative approaches to driving growth
• Innovative ways to build usage in new channels
• Framework that is helping growth in this area and how it can be implemented

How Greening Financial Institutions Can Save Money
Donna Barry, Senior Vice President, Capital One Bank
Lisa A. Thompson, Assoc. AIA, LEED AP, Director of Environmental Development, idX Corporation

Technology & Innovation Track

One of the most common myths about green building is that it costs more. Hear a branch case study to discuss sustainability from the triple bottom line perspective — economics that benefit the environment and improve society, but also result in significant long term cost savings. It will address why sustainability is important from an individual perspective, a business perspective, and a global perspective. Sustainability is a whole building concept that includes construction, maintenance, and facility management.

• An understanding of how sustainability can provide expense reduction in your business's facility management
• Guidelines to begin the green building/facility management process in your buildings
• Suggestions and resources about how to educate colleagues about the value of green building

Redefining the Banking Experience for a Digital World
Marc Singer, Partner, McKinsey & Company
Philip Bruno, Partner, McKinsey & Company

Technology & Innovation Track

Digital channels will play the most important role in customer acquisition and relationship management for a significant segment of banking customers. So, how should brick and mortar banks respond and how will they compete against the increasingly popular pure plays? Learn how the online customer experience will be the key differentiator for your institution in attracting and retaining customers. Hear insights into the current and evolving role of digital channels in consumers' financial services purchase behaviors and the implications of emerging trends on financial services' customer experience.

• Discover the core online banking needs and attitudes of five very different consumer segments
• Understand the top five emerging trends in digital marketing and delivery
• Walk away with actionable and immediate next steps for an enhanced customer experience

Segmentation - The Secret to Successful Underbanked Strategies
Jennifer Tescher, Director, Center for Financial Services Innovation

Customer Development Track

Based on new research findings, you can gain in-depth insights into customer behaviors and decision drivers for the underbanked segment. Learn how your company can use this segmentation analysis to ensure a richer understanding of underbanked consumers to improve your underbanked strategies, products, and programs.

• The latest, most detailed information on underbanked consumers - a distinctive, promising market, and the most rapidly expanding customer segment
• New ways to think about these customers, and achieve more success in this market
• Practical strategies to translate information into action, and move their underbanked customers from potentiality to profitability

5:00 p.m. - 7:00 p.m. - Networking Reception in Expo