REGISTER EARLY
Last Year’s Symposium Sold Out!
Best rates expire January 18th.
Register online at:
www.sourcemediaconferences.com/conferences/Retail06
February 26-28, 2006
Hyatt Grand Champions Resort & Spa
Indian Wells, CA
KEYNOTE PRESENTERS
Richard K. Davis
Douglas K. Freeman
PRESIDENT & COO
U.S. Bancorp
CHAIRMAN & CEO
NetBank, Inc.
J. Kenneth Glass
Joseph C. Guyaux
Joseph H. Moglia
CHAIRMAN, PRESIDENT & CEO
First Horizon National
Corporation
PRESIDENT
The PNC Financial
Services Group
CHIEF EXECUTIVE OFFICER
Ameritrade Holding Corporation
www.sourcemediaconferences.com/conferences/Retail06
800-803-3424 • 212-803-6093
The industry-leading event for senior executives in retail
financial services hosted by American Banker & U.S. Banker
A LETTER FROM OUR CHAIRPERSON
KEYNOTE SPEAKERS
A Look at the 2006 Retail Finance Trends on Your
Agenda... and Ours
Richard K. Davis
President and Chief Operating Officer
U.S. BANCORP
Davis is president and chief operating officer of U.S. Bancorp, a multi-state
financial holding company with more than 2,377
full-service banking offices and 4,654 ATMs in 24 states. U. S. Bancorp has
more than $198 billion in total assets and is headquartered in Minneapolis,
Minnesota.
For bank presidents, EVPs and senior retail finance executives, the 11th
Annual Best Practices in Retail Financial Services Symposium will serve as a
strategic “reality check” on the state of the industry.
For 2006, we will be addressing three trends of critical importance that
will shape the banking business in both the near- and long-term:
• The two-pronged division of the U.S. Banking industry. While large
national-scale players dominate the consumer loan business, the small
local players are gaining share of consumer deposits and small
business banking activities.
At the Symposium, you'll hear from leading players on both sides of
the equation - for a CEO-level perspective on how this major trend
will affect your own institution's bottom line.
• New pressures on profitability. Costs are going up as banks open new
branches, refurbish old ones, and extend banking hours. Revenues are
being pressured by a flattening yield curve, increased competition, and
a slowdown in overall deposit growth.
Get high-level recommendations on how to adjust your growth
strategy in light of these new realities.
• Renewed emphasis on superior execution by front-line employees. This
is a marked difference from years past where the emphasis was on
strategy, markets, and technology
Join your colleagues in discovering how the best banking companies
are winning by focusing on customer service excellence.
I invite you to join me – and the major players in retail finance – at the
Hyatt Grand Champions Resort in Palm Desert this February to be part of
what is universally considered the premier networking experience in retail
banking.
Douglas K. Freeman
Chairman and Chief Executive Officer
NETBANK, INC.
Douglas (Doug) K. Freeman has served as Chief Executive Officer of NetBank,
Inc. since April 2002. He was named Chairman of NetBank, Inc.'s Board of
Directors in January 2003. He is leading the company's effort to reengineer
the traditional banking model to meet the needs of a rapidly changing
consumer market.
Joseph C. Guyaux
President
THE PNC FINANCIAL SERVICES GROUP
Joseph C. Guyaux is president of The PNC Financial Services Group. In
that role he is head of consumer banking responsible for leading all
of PN's consumer business, which includes consumer and business banking,
wealth management and brokerage businesses. Guyaux joined PNC in 1972
and, after holding several management positions, was named senior vice
president and manager of Metropolitan Commercial Banking in Pittsburgh
in 1989.
J. Kenneth Glass
Chairman, President and CEO
FIRST HORIZON NATIONAL CORPORATION
Ken Glass is chairman, president and chief executive officer of First Horizon
National Corporation, which is headquartered in Memphis, Tennessee. In his
30-plus years at First Horizon he has managed various aspects of the
business including the banking groups, retail and company operations before
becoming CEO and then chairman of the board.
Joe Moglia
Chief Executive Officer
AMERITRADE HOLDING
CORPORATION
Joe Moglia became CEO in March 2001 and his leadership has
strengthened the Company by focusing on the three priorities of clients,
shareholders and associates. This strategy has produced a client-centric
offering with an emphasis on customization and choice, as well as increased
shareholder value.
Best regards,
Thomas K. Brown
Chief Executive Officer
Second Curve Capital, LLC
OPTIONAL WORKSHOP
THE “ASK TOM” DINNER
Join Tom Brown and your peers for great food and even better
conversation. Take advantage of the opportunity to “Ask Tom”
questions and join in the discussion. If you enjoy Tom’s annual
Analyst’s View of Retail Financial Services, you will love this
entertaining and educational gathering. This is truly an event
not to be missed. See agenda page for more information.
SUNDAY, FEBRUARY 26TH
2:00-5:00 OPTIONAL WORKSHOP
Delivering Service- The Ritz-Carlton Style
Please check back cover for further details.
www.sourcemediaconferences.com/conferences/Retail06 • 800-803-3424 • 212-803-6093
SUNDAY, FEBRUARY 26TH
CLIENT MANAGEMENT TRACK
1:00 REGISTRATION OPENS
Sponsored by:
2:00-5:00 OPTIONAL WORKSHOP
Delivering Service- The Ritz-Carlton Style
Christoph Hilscher
Assistant Director Human Resources
RITZ-CARLTON
David Davis
Executive Vice President, Regional Retail Executive
COMPASS BANK
Ric Carey
Executive Vice President
UMPQUA BANK
YOU NEED TO REGISTER TO ATTEND THE WORKSHOP
PLEASE CHECK BACK COVER FOR DETAILS.
5:00 KEYNOTE ADDRESS
First Horizon expanded from Tennessee’s largest bank to a premier nationwide
financial provider over the past 15 years. The company has achieved strong earnings
growth and was recently inducted into Fortune’s Hall of Fame for making the list of
“100 Best Companies to Work For in America” annually since 1998. Ken Glass will
focus on First Horizon’s superior employee and customer value strategies and their
execution.
J. Kenneth Glass
Chairman, President and Chief Executive Officer
FIRST HORIZON NATIONAL CORPORATION
6:00-7:15 NETWORKING RECEPTION IN EXHIBIT HALL
MONDAY, FEBRUARY 27TH
7:15-7:45 CONTINENTAL BREAKFAST
7:45-8:00 CHAIRMAN’S OPENING REMARKS
Thomas K. Brown
Chief Executive Officer
SECONDCURVE CAPITAL
8:00 KEYNOTE ADDRESS
Richard Davis, president and chief operating officer of U.S. Bancorp, will discuss
current and future challenges and opportunities for our industry and for large banks
in particular. He will look at the implications of ongoing industry consolidation and
increased competition, the revolution in the payments arena, and opportunities for
distinctive revenue growth. U.S. Bank is the nation’s sixth-largest financial services
company. U.S. Bank operates the fourth-largest branch network and the third-largest
ATM network.
Richard Davis
President and Chief Operating Officer
US BANCORP
9:00 KEYNOTE ADDRESS
Joe Moglia has led Ameritrade to three straight record years of profitability. His
commitment to clients and shareholders has transformed the Company into an
industry leader. The acquisition of TD Waterhouse will create a new TD Ameritrade
that provides a full spectrum of investing services, including an extensive branch
network.
Joe Moglia
Chief Executive Officer
AMERITRADE
10:00-10:45 NETWORKING AND REFRESHMENT BREAK IN EXHIBIT HALL
10:45 KEYNOTE ADDRESS
Joseph C. Guyaux, president of The PNC Financial Services Group and head of
its retail banking business, will discuss opportunities for growth in a challenging
environment. Specifically, he will review the successes, failures and opportunities in
acquiring, growing and retaining customer relationships, with a particular emphasis
on the client experience. Guyaux serves as chairman of the Consumer Bankers
Association.
Joe Guyuax
President
PNC FINANCIAL SERVICES GROUP
11:45 THE ANALYST’S VIEW OF RETAIL FINANCIAL SERVICES
A yearly exclusive at the Best Practices in Retail Financial Services Symposium, Tom
Brown will provide his unique insight on the best and not so best practices of financial
institutions. This annual session is one that raises many eyebrows and is one you
surely won’t want to miss.
Thomas K. Brown
Chief Executive Officer
SECOND CURVE CAPITAL, LLC
2:00 LEVERAGING CUSTOMER VISITS
The millions of customer visits that occur annually are a huge potential asset
for each bank. Branch visitors have been trained, however, to be
transaction-driven. This session presents innovative strategies for disrupting
the "errand mentality" and strengthening brand equity among customers at
precisely the point where they form their future purchase decisions.
Cindy Flynn, Senior Vice President, Marketing, CITIZENS FINANCIAL
Leila Carr, Senior Executive Vice President, Retail, SYNOVOUS
2:45 POSITIONING BRAND TO STEAL MARKET SHARE
This session presents an innovative brand perspective that targets both the
precepts of the customer and the positioning of brand within the financial
market space. Using the brand as a prime reference, the audience will be
educated and directed toward branding that steals valuable, coveted market
share from the competition.
Tom Dougherty, Partner, Senior Strategist, STEALING SHARE, INC.
Jill L. Wyman, Senior Vice President of Sales and Marketing, FIRST FINANCIAL
BANK
3:30-4:00 NETWORKING AND REFRESHMENT BREAK IN EXHIBIT HALL
4:00 TALK IS CHEAP!
A fun, practical and motivational session that will teach managers how to
lead their employees to dramatic improvement.
David Davis, Executive Vice President, Regional Retail Executive, COMPASS
BANK
4:45 MOST CUSTOMERS DON'T WANT JUST ONE BANK
According to an A.T. Kearney study, financial institutions must achieve
organic growth rates of at least 6 to 8% annually to achieve superior
shareholder value. This panel will provide unique insight into which financial
institutions have a strong hold on their customers (customer momentum) as
well as a significant portion of their personal balance sheets (wallet
momentum).
Andrew Green, Vice President and Practice Leader, Financial Institutions
A.T. KEARNEY
Rajnish Bharadwaj, Senior Vice President, Corporate Development
and Strategic Initiatives, WACHOVIA
5:30-7:00 CONFERENCE CONCLUDES FOR THE DAY FOLLOWED BY A POOLSIDE
RECEPTION
PRODUCT DEVELOPMENT TRACK
2:00 BEST OF THE BEST WHEN IT COMES TO SMALL BUSINESS BANKING
The small business owner needs time saving, efficient, fair prices and
credible advice in buying and maintaining financial services. Personal
recognition and service can be important. Find out how one successful
small business bank pulls this together.
Barbara Hoose, Executive Vice President, UNION BANK OF CALIFORNIA
2:45 REACHING THE HISPANIC CUSTOMER
Hispanics are among the fastest-growing upwardly mobile segments in
the U.S. The FDIC predicts that Hispanics will account for more than
50% of retail banking growth over the next decade. Banks have taken
notice of this segment’s economic shift and are actively reaching out via
culturally focused partnerships with Latino nonprofits and community
organizations.
Laura Sonderup, Director of US Hispanic Marketing, HEINRICH
Chan Peterson, Executive Vice President, Community Banking, BANCO
POPULAR NORTH AMERICA
Liliana Salas-Gripp, Vice President, National Alliances Manager, Diverse
Growth Segments, WELLS FARGO CORPORATION
3:30-4:00 NETWORKING AND REFRESHMENT BREAK IN EXHIBIT HALL
4:00 BEYOND FREE CHECKING
Free checking emerged as a powerful tool in customer acquisition
several years ago, but its ability to move market share has diminished
as institutions widely adopted the product and it became commonplace.
What will it take to develop the next great promotional product and,
equally importantly, what can be done to elevate free checking’s weak
profitability dynamics?
Robin Foote, Managing Director, NOVANTAS LLC
Additional Speaker to be Announced
12:30-2:00 LUNCHEON FOR ALL PARTICIPANTS
www.sourcemediaconferences.com/conferences/Retail06 • 800-803-3424 • 212-803-6093
PRODUCT DEVELOPMENT TRACK
4:45 SHIFTING FROM AN EMPHASIS ON SERVICE AND A LIMITED
PRODUCT EMPHASIS TO DEEPER RELATIONSHIP SALES
- Why no one else can do selling for them
- Why they cannot seem to do it for themselves
- What exactly is involved in "professional selling"
- What senior management must do to overcome
roadblocks to selling and a sales culture
Moderator:
Charles Wendel
President
FINANCIAL INSTITUTION CONSULTING
Additional Panelists to be Announced
5:30-7:00 CONFERENCE CONCLUDES FOR THE DAY FOLLOWED BY A
POOLSIDE RECEPTION
MONDAY, FEBRUARY 27TH (CONTINUED)
7:15 THE “ASK TOM” DINNER
NEW!
Join Tom Brown and your peers for great food and even better
conversation. Take advantage of the opportunity to “Ask Tom”
questions and join in the discussion. If you enjoy Tom’s annual Analyst’s
View of Retail Financial Services, you will love this entertaining and educational
gathering. This is truly an event not to be missed.
You need to register to attend the dinner. Please see registration page for more details.
TUESDAY, FEBRUARY 28TH
7:30-8:00 CONTINENTAL BREAKFAST
DISTRIBUTION TRACK
2:00 DISTRIBUTION STRATEGIES AT WACHOVIA
Learn from two industry leaders how to create cross channel synergy
between distribution networks in the retail and small business areas
of the bank.
John Witter, Head of Distribution, WACHOVIA CORPORATION
Will Howle, Head of Small Business Banking, WACHOVIA CORPORATION
2:45 IMPROVING THE ATM CUSTOMER EXPERIENCE
Even though transaction volumes have been flat over the past several
years, ATMs are still a critical service channel for financial
institutions.
- What steps should banks take to ensure the consistency of the
ATM experience across their networks?
- What are customers seeking with respect to additional ATM
functions? -How can enhanced functionality help banks
differentiate their ATM customer experience?
- How can banks maximize the value of enhancements to their ATM
networks?
Moderator:
Chris Gill, Senior Manager, COVE CONSULTING
Panelists:
Lori Murray, Senior Vice President of Retail Distribution and Operations,
HUNTINGTON NATIONAL BANK
Shelly M. Chandler, ATM Service Excellence Director,
General Banking Group Distribution, WACHOVIA CORPORATION
3:30-4:00 NETWORKING AND REFRESHMENT BREAK IN EXHIBIT HALL
4:00 IN-STORE BANKING: THE FACTS, THE MYTHS AND THE FUTURE
Of all retail banking channels, in-store banking continues to generate
the most amount of impassioned debate. Some banks consider it to
be the cornerstone of their sales culture development and
distribution strategy, while others believe that it is a high cost
method of transaction processing. Hear leading industry experts
share their experiences with this channel, how in-store branches can
become the sales and service champions of your organization and
what banks can do to best leverage the unique and powerful
relationship of partnering with retailers.
Moderator:
Maragret Kane,Chief Executive Officer, KANE BANK SERVICES
Panelists:
Wil Hileman, Executive Vice President, SUNTRUST
Dave Martin, Executive Vice President, Chief Training Consultant, NCBS
Andrew Mastorakis, Executive Vice President, Retail Banking
TRI-COUNTIES BANK
Shannon Nadasdy, Director, Financial Services, SAFEWAY
4:45 BEST PRACTICES FOR CONTACT CENTERS
- Moving to a Voice over IP technology in financial services
- The benefits, results and approaches for moving to an IP contact
center
- The impact IP has on geograpy and managing call traffic across
the network
Lydia Barron, Managing Director and Division Information Officer,
Enterprise Contact Center Technology, WACHOVIA CORPORATION
8:00-8:15 CHAIRMAN’S RECAP OF DAY ONE
8:15 KEYNOTE ADDRESS
How do you compete in an increasingly competitive, commoditized market? Narrow
your focus, get personal and branch out. Freeman will discuss NetBank’s effort to
build a big bank experience for its targeted customers using bytes and other people’s
bricks. NetBank currently boasts the second largest bank-operated ATM network in
the U.S. and an overnight deposit solution through the 3,900 locations of The UPS
Store®.
Doug Freeman
Chief Executive Officer
NETBANK
9:15 FEATURED ADDRESS
In this session, you will learn about:
- What makes TCF different
- TCF Banks new branch expansion
- What products and services work for them
- Why TCF is the leader in convenience
Mr. Neil Brown
President and Chief Financial Officer
TCF BANK
10:15-11:00 NETWORKING AND REFRESHMENT BREAK IN EXHIBIT HALL
11:00 OPERATIONALIZING BRANCH ENTREPRENEURSHIP
Many organizations talk about “entrepreneurship” on the frontlines as a mechanism
to deliver a differentiated experience and to implement “empowered behavior;
however most have no way to harness the real power of entrepreneurship. It’s a
nice idea with no real implementation roadmap. What’s in, what’s out? How can
managers be entrepreneurs when they don’t “own” anything? This session will
change you mind forever on what entrepreneurship can mean in your organization
and how you can harness its power.
Moderator:
Darryl Demos
Chief Executive Officer
DEMOS CONSULTING
Additional Panelists to be Announced
12:00 BEST PRACTICES FOR COMPLYING WITH FFIEC GUIDANCE ON AUTHENTICATION
New FFIEC guidance stipulates that by YE2006, banks implement consumer
authentication technologies that match online banking application risk. This panel
will explore best practices for compliance with the guidance and will delve into;
application risk assessment, authentication options, and building consumer
confidence.
Avivah Litan, Senior Analyst, GARTNER, INC.
Additional Panelists to be Announced
12:45 CONFERENCE CONCLUDES
5:30-7:00 CONFERENCE CONCLUDES FOR THE DAY FOLLOWED BY A
POOLSIDE RECEPTION
www.sourcemediaconferences.com/conferences/Retail06 • 800-803-3424 • 212-803-6093
32%
other
SPONSORSHIP OPPOTUNITIES
68%
Based on a stellar
reputation for unparalleled
Bank/Financial
C-level interaction
& premier content,
Institution
Symposium registrations grew 20% in 2005.
The Best Practices in Retail Financial Services Symposium has been
specifically designed to attract senior level bank executives. To find out
how to customize a sponsorship/exhibit package which is most
appropriate for your institution please contact Adam Dadich at
212 803 6089 or via email at adam.dadich@sourcemedia.com.
EVENT SPONSORS
Attendees
Avaya designs, builds and manages communications networks
for more than one million businesses worldwide, including
more than 90 percent of the FORTUNE 500(r). Focused on
businesses large to small, Avaya is a world leader in secure and reliable Internet
Protocol (IP) telephony software applications, systems and services. Driving the
convergence of voice and data communications with business applications - and
distinguished by comprehensive worldwide services - Avaya helps customers
leverage existing and new networks to achieve superior business results
Demos Solutions applies the Art and Science of
Workforce Optimization (SM) to improve the
productivity of leading financial services companies in
North America, Australia, Europe and Asia through its
unique combination of hands-on consulting and
workforce management technologies. Thirty-three
percent of the top 100 North American bank branches are covered by Demos
Solutions' leading-edge resource planning and scheduling tool, StaffSmart . For
more information on Demos Solutions, please visit www.demossolutions.com.
InSite is a new global industry resource that will change the way
you look at your branches, and forever change the way you
merchandise one. From concept through production to
completion or any phase in between, InSite provides brand
strategy, true retail concept development, branch design, value
engineering and merchandising implementation.
26%
Dir./AVP/Mgr.
With a tradition of service, Kirchman sets the
standard for innovative leadership in the banking
industry. Helping banks create loyal customers is
Kirchman’s core value. With more than 35 years of
proven success, Kirchman continues its mission to provide software to better
serve bank customers at the point of contact.
34%
EVP/SVP/VP
4%
CMO/CFO/COO
Type of Institution
32%
other
68%
Bank/Financial
Institution
John Ryan helps banks capitalize on their greatest
retailing asset: Millions of customer visits. We do
this in two ways: Analyze each branch in order to
target the right improvements in the right places;
develop, deploy and manage a toolkit of low-cost, scaleable solutions (ranging
from digital merchandising to in-branch events) designed to incite customer
buying.
EXHIBITORS
13%
Pres/CEO
23%
Other
Attendees
23%
Other
26%
Dir./AVP/Mgr.
13%
Pres/CEO
34%
EVP/SVP/VP
HYATT GRAND CHAMPIONS RESORT & SPA
In this secluded 35-acre enclave, European style with
4%
California ambience is complemented
by a lush
CMO/CFO/COO
landscape of formal gardens and free-form pools.
Here, guests are treated to lavish amenities including
two 18-hole championship golf courses, the luxurious
Agua Serena Spa and impeccable service in the
European tradition.
www.sourcemediaconferences.com/conferences/Retail06 • 800-803-3424 • 212-803-6093
REGISTER EARLY
Last Year’s Symposium Sold Out!
Best rates expire January 18th.
Register online at:
www.sourcemediaconferences.com/conferences/Retail06
February 26-28, 2006
Hyatt Grand Champions Resort & Spa
Indian Wells, CA
Payments
Please make checks payable to “SourceMedia, Inc. C&E” and include the
name(s) of the attendee(s) on the face of the check. We accept
American Express, Diners Club, Discover, Visa, and MasterCard.
Registration fees include all breakfasts, lunches, refreshment
breaks, receptions and a copy of the conference workbook. Full
Payment must be received 14 days prior to the event.
Disclaimers
We reserve the right to change or replace speakers without
notice.
Substitutions and Cancellations
Substitutions may be sent at any time. All cancellations must be
received in writing at least 14 days prior to the event in order to
receive a refund or letter of credit. All refunds are subject to a $250
administration fee. No refunds or letters
of credit are available later than
14 days prior to the event.
Hotel Accommodations
SourceMedia has secured a block
of rooms at a special discounted rate. Be sure to mention that
you are a SourceMedia event participant. Rooms will be
available on a first come first serve basis. Please make your
reservations by January 20, 2006.
Venue:
Hyatt Grand Champions
Resort & Spa
44-600 Indian Wells Lane
Indian Wells, CA 92210
Phone:
800 233-1234
760 341-1000
Web:
grandchampions.hyatt.com
Attire:
Business Casual
Room Rate: $265 Single/Double
Ground Transportation
Receive a 5% discount from Boston Coach as a SourceMedia,
Inc. event participant. Call 800-672-7676. Mention account
#31695. Reservations must be made in advance. Please call for
pricing and reservations.
4 Easy Registration Methods
■ WEB
■ FAX
■ PHONE
■ MAIL
www.sourcemediaconferences.com/conferences/Retail06
800-250-1811 or 212-803-8515
800-803-3424 or 212-803-6093
SourceMedia Inc., C&E
PO Box 71911, Chicago, IL 60694 -1911
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OPTIONAL WORKSHOP
Mail checks with completed registration form to:
SourceMedia Inc., PO Box 71911, Chicago, IL 60694 -1911
February 26th
2:00-5:00
Ritz Carlton is a leader when it
comes to exemplary service and
style. Learn how your organization
can create sustainable change,
out-perform the competition and increase employee and
customer loyalty. By the end of the session, participants
will know and understand:
-How empowerment leads to customer loyalty
-How consistency leads to excellent customer service
-Effective Human Resources, Training, and Organizational
Effectiveness Processes
Following this educational seminar, representatives from
Financial Institutions who have both participated in this
training and believe in the Ritz Carlton-Style, will come
together in an open forum. This roundtable will discuss
some of the beliefs and theories of this method, such as:
-It's the little things that really matter
-Alternative words to saying "No"
-Take the customer there - don't send them there
-Own the problem
-Excellent customer service must be defined by the
customer not the business
-Everyone must be involved - Not just the front line but
the back room as well
SourceMedia
One State Street Plaza, 27th floor
New York, NY 10004
Registration Rates
Quantity
Expires
1/18/06
Early Bird 1
Expires
1/31/06
Early Bird 2
Subtotal
Standard
Banks & Financial
_______ Institutions*
$1,095
$1,195
$1,495
_______ All Others
$1,495
$1,595
$1,695
_______ Optional Workshop
$249
_______ The "Ask Tom" Dinner
$50
TOTAL _______
*Bank: This rate applies to employees of FDIC insured commercial banks.