PRECONFERENCE WORKSHOP

Transformational Leadership
Mark Arnold, SVP Marketing, Neighborhood CU, Dallas, TX

“Everything rises and falls on leadership,” writes author John Maxwell. The challenge for many credit unions, however, is that too many supervisors are managers and not leaders. Whether it is a manager, vice president or even “chief,” all credit unions need not just managers but leaders/mentors…..”

This session offers the following:

• The difference between managers and leaders/mentors
• Staff development techniques
• Cultivating your staff's strengths
• Mentoring tips and tactics
• Creating a mentoring culture

As a credit union executive, Arnold gives practical ideas on how to transform credit union managers into leaders/mentors.

WELCOME RECEPTION - Meet Your Sponsors

CONFERENCE REGISTRATION

WELCOME AND OPENING REMARKS

Carolyn Jordan, OpSS Council Chair and SVP Retail Operations, Neighborhood CU, Dallas, TX

KEYNOTE ADDRESS

Turning It Around During Challenging Times
Mark Adams, President, EnthusiAdams, Springboro, OH

These are challenging times! As a competitive former college basketball coach and as a competitive current stand alone businessman I have experienced many challenges and one by one I have come out the other end with quantifiable better results than the circumstance I inherited.

Here are a few examples of the types of challenges I have faced and the end results:

• As a college basketball coach I took over three college basketball programs that had won only 34% of their games the season before I arrived. In my final season at these same three universities we won 64% of our games.
• As a professional salesman, I worked for 6 years for a manufacturing company that had sales of $46,000,000.00 as I arrived. Six years later our sales team grew that business to $92,000,000.00.
• I started my own company in 1999. Nine years later we are growing in an economy that many have described as being in a coming recession. We are enjoying our best sales year ever!

So the obvious question is how have we overcome these negative odds in radically different markets?

MEMBERSHIP LUNCH (Open to all attendees)
~ Sponsored by Diebold, Inc. and CUNA Strategic Services

The winners of the Best Practices Awards will be honored during the luncheon and presented with their awards.

Open Time for Participants to Visit our Conference Sponsors

BREAKOUT SESSIONS

Branch Efficiencies Through Automation
John Best, Director of Technology, Wescom CU, Pasadena, CA
~ Sponsored by Verafin and CUNA Strategic Services

In this session, John will present Wescom Credit Union 's deployment of Image Capture solutions. He will cover real-time fraud prevention on check deposits at the teller line. Remote Deposit Services enables consumers to scan checks and upload them through online banking.

John will also cover Wescom's unique approach that combines Teller Capture, Remote Deposit, fraud detection, and Check21 into a single platform. This presentation will include design and architecture considerations, as well as business benefits.

Effectively Controlling Expenses to Grow Your Bottom Line
Erin Mendez, SVP Finance and IT, SchoolsFirst FCU, Tustin, CA

Do you understand the impact of operating expenses on your credit union's net income?  Are you struggling with ways to identify possible areas of expense improvement?  Are you looking for a framework for justifying/implementing an expense management report?  If you answer yes to any of these questions, this session is a must.  Erin will walk you through the process of improving your bottom line through effective expense management in this crucial breakout session.

Business Deposits
Bob Reck, VP Business Services, North Island CU, San Diego, CA

North Island Credit Union has enjoyed success with the growth in its business deposit program in a very competitive market. Bob will be share the strategies of their deposit growth, their competitive advantages to businesses and managing the cost of funds. In addition, he will share how North Island uses vendors externally, and other supporting products and services within their organization in the gathering of deposits. Bob will talk about some of the internal issues they have addressed, such as providing training and branch strategies within this program, as well as some of the inherent risks that have been managed and monitored, such as Money Service Businesses and Anti Money Laundering programs they have in place to protect their credit union.

NETWORKING BREAK – Visit with Sponsors

CASE STUDIES

Compromised Plastics: A Case Study
Leanne Phelps, State ECU, SVP Card & Record Services, Raleigh, NC and Ali Shafai, VP eCommerce, Stanford FCU, Palo Alto, CA

Two credit unions on different ends of the spectrum, will provide an overview on why their respective credit unions made the decision to reissue all credit cards when compromised or not to reissue. This will include the impact on member service, costs and fraudulent activity.

“Spike” Your Membership Growth!
Todd Kern, VP Marketing, USA Federal Credit Union, San Diego, CA
~ Sponsored by CUNA Mutual Group

Learn Tips and tactics on how USA Federal used a scrappy bulldog named Spike to add 1,400 new Gen-Y and Gen-X members in a single campaign, lowering the average membership age by nine years and reinvigorating the staff!

Mergers and Acquisitions: A Case Study
Lynn Bowers, President/CEO, E1 Financial Credit Union, Monterey Park, CA and Marla Shepard, President/CEO, California Coast CU, San Diego, CA
~ Sponsored by CUNA Mutual Group

Two credit unions who have recently started and/or completed a merger share their experiences. You will hear them discuss what to expect in merging different cultures, what to learn from others' experiences, what they did right and what they would do differently next time. How would you survive when the credit union you knew so well, no longer exists.

GENERAL SESSION

Credit Union System Update
Bill Cheney, President/CEO, California and Nevada Credit Union League, Ontario, CA
~ Sponsored by Harland Clarke and CUNA Strategic Services

Visits with Sponsors

Social Event

Today, more than ever, we know how important it is to network with your peers.  Because of this we are planning our social event around a networking theme.  Join us on the rooftop of the Hard Rock Hotel Monday evening at 5:30 p.m. for a networking mixer.  You'll be able to chat with your peers about all of the important issues facing credit unions and the financial industry today while enjoying great food and drinks.  To keep things interesting, expect a few prizes along the way!  We'll leave you plenty of time that evening to explore and enjoy all San Diego has to offer.

BREAKFAST - Visit with Sponsors

GENERAL SESSION

Economic Update
Steve Rick, Sr. Economist, Credit Union National Association, Madison, WI

Have you looked into your crystal ball recently to see what's in store economically for 2009? Does it look better than last year? Well if your crystal ball is not working properly, join us for this session to see exactly what is in store for 2009. Steve will provide you with all of the latest predictions on the direction 2009 will take us.

NETWORKING BREAK – Visit with Sponsors
~ Sponsored by Financial Management Solutions, Inc.

BREAKOUT SESSIONS

Check 21 and Remote Capture (session repeats)
Randy White, Business Development Manager, Diebold, Canton, OH

An update on current market trends in Remote Capture for businesses and Home Capture for members

• Business and Strategic Initiatives that are driving the push for Remote Capture
• Understanding the holistic approach to Check 21 solutions
• Discuss some of the current issues related to risk and compliance for Remote and Home Capture
• Wrap-up with some best practices for implementing and marketing Remote and Home Capture

Remote Contact Center (does not repeat)
Ali Shafai, Stanford CU, Palo Alto, CA

During this session you will learn how to establish a remote call center, manage it and maybe most importantly – save your credit union some money (and space!). Remote call centers are a great way to deliver exceptional member service.

Moving from Ordinary to Extraordinary: Mining the Gold from Your Employees (does not repeat)
Steve Langley, VP Sales/Service/Training, Travis CU, Vacaville, CA
~ Sponsored by Support Financial Resources

Your employees are your greatest business development champions. It's our job to find ways to capitalize on it! This interactive session will explore how to take your sales and service efforts from the ordinary to the extraordinary.

BREAKOUT SESSIONS

Check 21 and Remote Capture
Randy White, Business Development Manager, Diebold, Canton, OH

• An update on current market trends in Remote Capture for businesses and Home Capture for members
• Business and Strategic Initiatives that are driving the push for Remote Capture
• Understanding the holistic approach to Check 21 solutions
• Discuss some of the current issues related to risk and compliance for Remote and Home Capture
• Wrap-up with some best practices for implementing and marketing Remote and Home Capture

Evaluating Your Sales and Service Effectiveness
Dennis Graham, President, CEO, FI Strategies, LLC, Chesterfield, MO
~ Sponsored by Creating Member Loyalty™ System of Training

It seems like every credit union is working on their “sales and service ” culture. This session is designed to let you know how your organization is doing compared to a sales and service model. During this session you will rate your organization on over 50 key components that are important to developing a strong culture.

To Call or Not to Call? That is the Question
Debbie Baumann, VP Operations, Mazuma CU, Kansas City, MO
Robb Keith, SVP Retail Sales, Members 1 st FCU, Mechanicsburg, PA
Jennifer Lehn, EVP, Numerica CU, Spokane, WA
Moderator: Tina McMinn, AVP Branch Operations, Stanford FCU, Palo Alto, CA

What are your viewpoints on outbound calling? Should your credit union call members? Should you outsource this function? Should your own staff make these calls? Listen to the perspectives of three credit unions that have chosen three different solutions.

NETWORKING BREAK – Visit with Sponsors

MINI WORKSHOPS

Measuring Your Success (or Lack of It!)
Dennis Graham, President, CEO, FI Strategies, LLC, Chesterfield, MO
~ Sponsored by Support Financial Resources

Every organization has goals – financial, operational, sales, services, technical – that will determine their success. This session will take a look at what credit unions are doing to develop metrics to measure their success. We'll look at lagging indicators, like financial statements, and leading indicators as well. Be prepared to work – this is an interactive session.

Why Do Our Members Use the “Other” Guy Too? Finding Ways to Earn a Greater Wallet Share
Steve Langley, VP Sales/Service/Training, Travis CU, Vacaville, CA
~ Sponsored by Creating Member Loyalty™ System of Training

Nationally, the average member has less than three products and services with their credit union. If their needs are not being met by the credit union, then the “other” guy may be taking care of them. Bring your ideas to the table as we share our knowledge with each other in learning new ways to earn a greater market share of our member's wallets. In this highly interactive workshop, we will explore ways to beef up our bottom line.

BREAKFAST

GENERAL SESSION

Cooperative Innovation
Todd Marksberry, EVP/COO, Delta Community Credit Union, Atlanta, GA
Robert Folsom, Chief Strategy officer/SVP, USA Federal CU, San Diego, CA
Christopher Danvers, eCommerce Strategy Manager, Delta Community Credit Union, Atlanta, GA
Moderator: David Rohn, Vice President, CUNA Councils, Madison, WI

When it comes to innovation, why recreate the wheel?

Come to this session and hear about some innovative ideas that your credit union can use from members of the Filene Research Institutes' i3 and 30 under 30 groups.

About i3:
Filene's i3 is a work group of innovative, insightful and energetic credit union professionals (employed with a credit union or credit union service organization) who have not yet reached the CEO level, but are in a position with substantial responsibility. This creative group reflects diversity in experiences, credit union positions, geography and credit union membership. i3 ers strive to be transformational leaders in building the future of credit unions and to create new ideas, innovate and implement for the benefit of the credit union industry.

About 30 under 30:
As part of the CU Tomorrow initiative Filene created a group of young leaders to develop solutions for credit unions to better serve young adults.  The “30 under 30” group is a highly focused problem-solving team made of credit union professionals roughly under the age of 30.

NETWORKING BREAK

GENERAL SESSION

How to Build a Better You
Bryan Dodge, Speaker, Author, Radio Personality, Dodge Development, Inc., Duncanville, TX
~ Sponsored by CO-OP Financial Services

Professional speaker, author, and radio show personality Bryan Dodge will open your mind and heart to help you focus on the most essential aspects of life. Most importantly, he will inspire you to reach your full potential with your family and career. To accomplish this goal, Bryan teaches a stair-step method on how top producers and effective leaders keep on the cutting edge and achieve excellence. Bryan 's message on professional growth and personal development focuses on three key areas. First, he will show you how to have your best year ever. Second, he will coach you on how to create consistent upward growth in your life. Third, he will train you on how to harness the power of personal energy and tap its unlimited supply. Bryan touches his audiences through his own gift of love and encouragement and helps them have a clearer vision to make right choices. The best part of his message is that his delivery style makes learning fun and memorable!