1:00 PM

Registration Opens

Sponsored by:

2:00 PM - 4:00 PM

Pre-Conference Workshop

Satisfying the Small Business Banking Customer

This workshop will center on the results of the 2008 J.D. Power Small Business Banking Satisfaction Study to be released during the conference. Participants of this workshop will:

• Discover the factors that drive small business banking satisfaction
• Learn how the industry performed in the 2008 study
• Identify five actions they can employ to improve their customer satisfaction performance

Rocky Clancy

Executive Director-Financial Services Practice

J.D. Power and Associates

4:00 PM

Close of Pre-Conference Program

4:45 PM - 5:30 PM

Keynote Address

Luz López Urrutia

President

El Banco de Nuestra Comunidad

5:30 PM - 6:30 PM

Opening Night Reception

7:30 AM - 8:00 AM

Registration and Continental Breakfast

8:00 AM - 8:15 AM

Chairman's Opening Remarks

Nick Miller

President

Clarity Advantage

8:15 AM - 9:00 AM

Keynote Address

Betty Rengifo Tucker, a 20 year banking veteran from Comerica Bank and a former small business entrepreneur, discusses the financial outlook for small business, the posssibilities for branch small business banking as a key expansion strategy in 2008/2009, and the hot questions - How has Comerica capitalized on the current economic environment to expand their small business franchise? How has the bank leveraged its value proposition to deliver "hockey-stick" results?

Betty Rengifo Tucker

Executive Vice President

Comerica Bank Western Market

9:00 AM - 9:15 AM

Small Business Customer Satisfaction Award

J.D. Power and Associates annually conducts a small business banking customer satisfaction benchmark study based on an industry assessment via surveys sent to thousands of customers who use small business banking services. J.D. Power independently funds and conducts the study and publicly reports study findings including an announcement of the top-ranked bank in overall customer satisfaction. Immediately following Mondays keynote address, J.D. Power and Associates will provide a brief overview of the key findings of their just-released 2008 Small Business Banking Satisfaction study and present their 2008 award to the top-ranked institution in customer satisfaction for small business banking.

Rocky Clancy

Executive Director-Financial Services Practice

J.D. Power and Associates

9:15 AM - 10:00 AM

Small Business Owner Panel

Due to popular demand, we have brought back this interactive session which will highlight new provocative insights into key drivers of success for small business banking. Based in part on interviews with thousands of small business executives regarding their use of financial services, hear what is separating the winners from the challengers, and the implications for successful bank strategies and service delivery.

Moderator:

Bob Neuhaus

North American Financial Services Practice

TNS

Panelists:

Carl L. Sheeler, PhD, CBA, AVA

Managing Partner

ALLISON APPRAISALS & ASSESSMENTS, INC.

Greg B. Kent

President and CEO

Bio Clean Environmental Services Inc.

Franklin Tyler

President

T2K Trailers, Inc.

Dr. Garnett Newcombe

10:00 AM - 10:45 AM

Morning Networking and Refreshment Break in Exhibit Hall

10:45 AM - 11:30 AM

Keynote Address

The importance of leadership at all levels of an organization is key to the success of any business, particularly in banking and particularly in the face of an acutely challenging banking cycle. In this session, Brian Mauntel will investigate what it means to lead your team; what are the characteristics of a leader; how to empower the front-line; and the art of building leadership within the branches and a small business sales force.

Brian Mauntel

Head of Small Business Banking

Fifth Third Bank

11:30 AM - 12:15 PM

Keynote Address

Wachovia's Approach to Small Business

Small business owners want more than just a banker, they want and need a financial advisor for their business. Through its value proposition and the restructuring of its small business strategy, Wachovia has learned valuable lessons and faced challenges about what it takes to win in the small business market.

Will Howle

Chief Operating Officer, Retail and Small Business

Wachovia

12:15 PM - 1:45 PM

Industry Innovation Session

Know Your Customer: Identifying, Qualifying & Monitoring

Moderator:
Bill Phelan, President, PayNet, Inc.

Panelists:
George M. Morvis, President & CEO, Financial Shares Corporation
David W. Griffith, Principal, Credit Risk & Marketing Consulting, Wlaz-Griffith, LLC
Steve Edwards, Financial Services Consultant, SLE Consulting

Sponsored by:

12:15 PM - 1:15 PM

Luncheon for all Participants

Sponsored by:

12:15 PM - 1:45 PM

Industry Innovation Session

Online Payment and Transfer Services for Small Businesses: An Untapped Opportunity for Banks

Presenter: Behram Panthaki, CashEdge

Sponsored by:

12:15 PM - 1:45 PM

Industry Innovation Session

Profiting from the New Entrepreneurial Economy

Presenter:Karen Van Kirk, Group Manager of Small Business Solutions, Digital Insight

Sponsored by:

1:15 PM - 1:45 PM

Dessert in Exhibit Hall

1:45 PM - 2:30 PM

Driving Actionable Strategy Through Granular Market Insights

Customer insights are too often viewed through a purely strategic lens, leaving the tactical impact of such insight unrealized. Top managers, however, are now leading change initiatives by turning market feedback into action plans with clear accountability, recognition and visibility across their organizations. Best practice banks are now tailoring training programs, performance evaluations and compensation packages to the needs of specific teams and markets. Attendees will leave this session armed with highly actionable information that they can put to use right away.

Moderator:

Donald M. Raftery

Managing Director

Greenwich Associates

Panelists:

Charles Bowman

SVP, Entrepreneurial Banking Manager

Amegy Bank of Texas

George Hofmann

EVP, Business Banking Division

Zions First National Bank

2:30 PM - 3:15 PM

Marketing Online to Small Business

What tactics are working today to acquire and retain small business customers online? In this panel, leading marketers will discuss best practices in acquiring, retaining and upselling small businesses through search, display ads, onsite resource centers, email newsletters and Web 2.0 - including webinars, podcasts, forums, social networks, blogs, wikis, widgets and mobile media. You will learn rationale for and benefits of these tools, tips to use them successfully, and how panelists have assessed ROI. New, original research on the payback on relationship-enhancement initiatives such as resource centers and email newsletters will also be presented.

Moderator:

Stu Richards

Chief Executive Officer

Bredin Business Information

Panelists:

Todd Barnhart

Senior Vice President, Business Banking

PNC Financial Services Group

Alex Craddock

Head of Small Business Marketing

Visa

Inder Koul

Small Business E-Commerce Executive

Bank of America

Richard Weeks

Senior Vice President

Wells Fargo

3:15 PM - 3:45 PM

Afternoon Networking and Refreshment Break in Exhibit Hall

3:45 PM - 4:30 PM

Building a Professional Services Practice

Professional service firms (law firms, medical practices, accountants, among others) provide strong revenue and growth opportunities for banks. These firms' requirements range from personal and business credit to cash management and private banking/wealth management. While this is an attractive segment, few players have distinguished themselves with this segment. This session assesses the attractiveness of this segment and discusses how to establish a sustainable strategy that moves market share. Topics include:

• Quantifying why professional services are attractive: market size and revenue potential
• Defining the critical product set
• Determining optimal market position to attract both the firm and the professional
• Assessing best practice players

Moderator:

Charles Wendel

President

Financial Institutions Consulting

Panelists:

Scott Sanborn

SVP

Sovereign

Christy Schmitt

Head of Small Business Banking

Union Bank of California

Bob Schack

Chairman

American Business Bank

4:30 PM - 5:15 PM

Expanding the Tent: Flexing the Value Proposition

Banks that have tightened loan approval criteria, declined prospect and customer loan applications, and lost customer deposit and loan accounts to other banks and non-banks can increase customer satisfaction, retention and cross-sales without cannibalizing existing revenue if they expand their value propositions and implement strategic programs that align with the new value. This panel of experts will provide perspective regarding how banks can use their credibility and customer relationships to provide expanded value by partnering with new partners.

Bob Hedges

Mercatus Partners

Diane Naczi

AdvanceMe

Russell Harrell

RBS Lynx

1:45 PM - 2:30 PM

Small Business Franchise Value: Why Don't Retail Bankers Get It?

Small business households are the economic anchor in most retail banks, comprising an out-sized revenue contribution from owners, employees and the businesses themselves. Yet the segment remains substantially under-developed and under-resourced. Customer needs often are overlooked, service is weak, and myriad sales opportunities are missed. This session will discuss the specific improvements needed to unlock your bank's full small business potential, including customer information, the integration of retail and small business sales goals and skills, and many others. Specific examples and case studies from leading banks will be discussed, along with key action recommendations.

Les Dinkin

Managing Director

Novantas LLC

Kent V. Stone

EVP - Strategic Support Services, Consumer & Small Business

U.S. Bancorp

Jeffrey Schmidt

EVP - Small Business Segment

PNC Financial Services Group

2:30 PM - 3:15 PM

Can Lenders be Sales People? Can Sales People be Lenders?

What are the top 5 things every sales manager in your organization should spend 85% of their time doing? Learn from industry veterans as they share practical, insightful and immediately actionable advice about building successful sales teams, maintaining credit quality, and helping sales managers do everything they can to grow revenue.

Mike Carroll

Intelligent Conversations

3:15 PM - 3:45 PM

Afternoon Networking and Refreshment Break in Exhibit Hall

3:45 PM - 4:30 PM

Put Me in Coach - Coaching to Deliver On Your Promise to Business Clients

Ready to score more points with business clients? Learn how to identify, then coach to only those critical skills and behaviors that will enable your bankers to communicate maximum value, differentiate your bank and provide targeted solutions. Learn proven coaching techniques for delivering more home runs for your clients.

Wanda L. Queen

Consultant

Cohen Brown Management Group

Rob Johnston

Head of Sales Support

Royal Bank of Canada

4:30 PM - 5:15 PM

Getting Your Bankers to Focus on Relationships Rather than Products

While every bank talks relationship, few organizations really live the commitment. Getting bankers to shift their focus from products to relationships is a universal challenge. This interactive presentation, designed to give senior officers both the philosophical as well as tactical approach to achieving true cultural change. Participants will be provided with actionable tactics and strategies to help them acquire, retain and expand relationships and learn how to craft and articulate their value proposition accordingly.

Ted Rosen

President

Expert Business Development, LLC

Peter Pelham

Executive Vice President

Bank of Marin

1:45 PM - 2:30 PM

Creating an Effective Small Business Collections/Workout Team

As the volume of small business has been increasing at many institutions, there is a heightened need to handle these more efficiently. Hear from several senior workout professionals collections' strategies for small dollar loans and approaches to managing troubled accounts, including loan sale programs.

E. Leigh Irwin

Senior Vice President

Bank of the West

Jeanette Mebane

California Manager - Credit Management Group

Wells Fargo

2:30 PM - 3:15 PM

Common Strategies and New Ideas in Managing Small Business Portfolios

This session will address some of the normal processes (early warning systems, covenant tracking, etc.) but also expand on leveraging policy exception tracking, "flash" reports, and external triggers / alerts in managing portfolios.

Kirk Jacobson

Senior Vice President

Key Bank

George Buchanan

Senior Vice President

US Bank

3:15 PM - 3:45 PM

Afternoon Networking and Refreshment Break in Exhibit Hall

3:45 PM - 4:30 PM

Fraud Prevention

As the economy has weakened, it is becoming increasingly important to stay ahead of the fraudsters. This session will address ways institutions are managing and preventing internal and external fraud.

Mary Kay Schneider

Executive Vice President

National City Bank

Paul Erickson

Senior Vice President

Zions First National Bank

Andrea N. Sullivan

Investigations Division

Small Business Administration

4:30 PM - 5:15 PM

Value Propositions to the Customer

How are organizations getting deals that have the proper governance (financials up front, covenants and solid portfolio management activities on the backend) and still remaining competitive. How are we keeping the risk elements in place (or getting them back in place) without running off customers or give the customer the feeling that the bank is too hard to deal with on the front end.

Steve McClure

Executive Vice President

Wells Fargo

John O'Connor

Praxis Advisors, LLC

2:30 PM - 3:15 PM

Retirement Plans for Small Businesses

One of the services that bank brokerage can help small business clients with is figuring out which of the myriad retirement plan options is right for their business and their employees both to promote employee loyalty and to maximize and invest the business owner's tax-free savings.

Mark K. Davis, CEBS, CFP®, CRC, CRPC®

Senior Vice President, Retirement-Related Products and Services

SunTrust Investment Services, Inc

3:15 PM - 3:45 PM

Afternoon Networking and Refreshment Break

3:45 PM - 4:30 PM

Financial Planning for Small Business Owners

A case study of how to help small business owners plan their finances both before and after selling the company. Providing investment services after a sale means keeping client assets at the bank.

John P. Barone

Vice President and Senior Wealth Planning Strategist

Wells Fargo Private Bank

Richard C. Watson III, CFP

Business Succession Strategist

Wells Fargo Private Bank

4:30 PM - 5:15 PM

Working with Bank Brokerage: What's in it For You?

This panel discussion will convey to commercial bankers/bank executives why teaming up with bank brokerage to serve small business will increase client loyalty and increase client assets.

Connie Gregory

Invest Financial Corp.

Kevin Hemme

Investment Centers of America