NOVEMBER 7-9, 2012 BOCA RATON RESORT & CLUB

BOCA RATON, FL

TO PR DUCTIVITY AND BEY ND

SMALL BUSINESS

BANKINGCONFERENCE

17TH ANNUALP R E S E N T

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SMALL BUSINESS

BANKINGCONFERENCE

Dear Colleague,

“Productivity” – ever more critical in our industry… but not simple.

We either increase revenue per cost dollar or reduce cost per revenue dollar. Industry overcapacity, regulatory costs, reduced

interchange revenue, flat yield curves, and other factors increase the difficulty of the game.

But wait! There’s hope!

Jim Clifton, CEO of The Gallup Organization, said recently: “We’re in a world war for jobs. In this country, small businesses are our

troops. And banks are their most important support.”

The question is: How can we, as an industry and small business leaders boost small business franchise productivity, internally, and

increase our customers productivity, externally, to provide this support?

Sessions and speakers at this year’s Small Business Banking Conference, To Productivity and Beyond, are organized into 3

tracks to address these questions:

Boosting Internal Productivity–Cost to serve and revenue generation, sales force segmentation and configuration, sales

models, product design and delivery, and channel strategies to generate more profit per bank sales rep or other resources

decked against the market.

Boosting Customer Productivity–Value propositions, product design, channel access and delivery, and channel

capabilities to help small business owners and employees save time, reduce costs, accelerate cash flow, and generate more

revenue.

Financing Small Business–Strategies to increase loan volume, approve more applications, long-term customers through

short periods of difficulty, and early warning systems and loan modification/workout strategies.

Our general session speakers will include new names to the podium, a wide range of bank sizes and philosophies, research findings,

and practical experience in reshaping small business to boost bank and customer productivity.

The exhibit hall will feature familiar faces and new ones; and a beautiful setting of the Boca Raton Resort & Club! The hotel lobby,

alone, is worth the trip!

Looking forward to seeing you at the conference.

Regards,

CHAIRMAN’S LETTER CONFERENCE AGENDA

Nick Miller President CLARITY ADVANTAGE

Conference Chairman

WEDNESDAY, NOVEMBER 712:30 p.m.Registration OpensSponsored by 1:30 p.m. - 3:00 p.m.PRE-CONFERENCE WORKSHOP A Selling Financial Services to Women Small Business OwnersAccording to Prudential’s Financial Experience & Behaviors Among Women study, 95 percent of women act as financial decision makers in the household. Women are earning, inheriting and controlling more money than ever. This spells a huge opportunity for financial companies and professionals who get it right with women. Today’s topics will include: • How focusing on women can help you attract, retain and get more

business from your existing customers• The differences in how men and women make financial decisions• Biggest mistakes when selling financial services/products to women• What women business owners want and how you can win their business• Women-winning questions – ask these questions and close more

business• Case Study – York Traditions Bank’s women’s initiative – building

relationships with the Women’s Financial Personality IndicatorPresenters: Holly Buchanan, Author, SELLING FINANCIAL SERVICES TO WOMEN - WHAT MEN NEED TO KNOW AND EVEN WOMEN WILL BE SURPRISED TO LEARNCarolyn Schaefer, Managing Director, Personal Banking and Wealth Management, YORK TRADITIONS BANK

3:00 p.m. - 4:30 p.m.PRE-CONFERENCE WORKSHOP B Small Business Behavior: Lessons for Global Business Strategy For the last 10 years Glen Senior has worked alongside banks worldwide, helping them position their small business and online strategy to be more effective in achieving their goals. Find out what small business owners search for, their pain points, the gaps, and what they truly value so you can review your business strategy. Glen will share the results of his work in the UK (Lloyds TSB, HSBC Bank, Ulster Bank, Clydesdale Yorkshire Bank), in Australia (National Australia Bank, ANZ), and in New Zealand (ANZ, National Bank, BNZ). Not all tactics have had the same success; which is the most productive to increase your share of the small business market? Topics will include the use of content, in-house training, benchmarking tools, professional alliances, accounting software, working alongside schools, being more mobile, aligning with government and the use and success/failure of social media.Glen Senior, Global CEO, THE SMALL BUSINESS COMPANY

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CONFERENCE AGENDA 4:30 p.m. - 5:15 p.m.Keynote Panel: Elections are Over: Now What For Small BusinessesSpeakers to be announced.

5:15 p.m. - 6:00 p.m.KEYNOTE ADDRESS Up the Productivity Curve From Down UnderFrom its last place, lowest-share-of-small-business-market position three years ago, Bank of New Zealand shot to #2 market share in 2011, doubling their small business customer base, increasing customer advocacy scores 22 percentage points, and increasing sales representative productivity eleven fold.  Beginning with extensive customer feedback, the small business line management team dramatically changed strategy, focusing on the usual suspects: • Access, product design, pricing, and advice • In an extraordinary way that has reduced the business line’s efficiency

ratio to 47% in the network overall and an eye-popping 20% within the line of business. 

Harry Ferreira, BNZ’s National Manager of Small Business, will share the insights BNZ developed from their customers’ feedback and the critical strategy and execution elements that generated significant increases in customers, revenue, balance sheet footings, and productivity.  Harry Ferreria, Head of Small BusinessBANK OF NEW ZEALAND

6:00 p.m.Opening Reception in the Exhibit HallSponsored by

THURSDAY, NOVEMBER 88:00 a.m Registration OpensSponsored by 8:00 a.m Continental Breakfast in the Exhibit Hall

8:00 a.m - 8:45 a.m.Breakfast BriefingSponsored by

8:45 a.m. - 9:00 a.m.Chairman’s Opening RemarksNick Miller, President, CLARITY ADVANTAGE

9:00 a.m. - 9:45 a.m.KEYNOTE ADDRESS A CEO’s Perspective of ProductivityRestoring or increasing productivity and profitability frequently involves difficult choices and painful reductions to staff, locations, and capabilities, particularly when revenues are flat to declining. Cathy Nash restored Citizens to profitability after 12 quarters of losses related to an acquisition and recession by making those difficult choices and restructuring her company. At the same time, she invested in the bank’s business banking and small business banking capabilities to retain customers and grow revenue.  She shares a CEO’s perspective of such choices and suggests strategies small business banking leaders can and should take with their CEOs to obtain funding and support needed to grow small business households and revenues. Cathy Nash, CEO, CITIZENS REPUBLIC BANCORP

9:45 a.m. - 10:45 a.m.Taking Small Business Sales HigherWith yield curves flat and consumer segment revenues under siege, banks are focusing on small business in ways they haven’t in years–targeting revenue growth from businesses + owners + employees.  Despite these attractive economics, many banks are under-investing in the segment. What can small business leaders do to take their sales higher, and get their fair share (at least) of capital, budget, ‘shelf space’ and IT resources?  Should the segment be in commercial or retail? Where should small business leaders focus to accelerate their revenue trajectory and steal profitable share from competitors? This senior retail banking executive panel will share their ‘top of the house’ views on the small business revenue opportunity and what business segment leaders need to do to position their bank for immediate and sustained higher growth. Moderator: Les Dinkin, Partner, NOVANTAS CONSULTINGPanelists: Scott Fisher, Senior Vice President, Retail Channels Director, FIRST NIAGARA FINANCIAL GROUPBob Kottler, Head of Consumer Banking, IBERIABANKKent Stone, Executive Vice President, Retail Banking, US BANK

10:45 a.m. - 11:15 a.m.Networking and Refreshment Break in the Exhibit Hall

11:15 a.m. - 12:00 p.m.A Unique Approach to Small BusinessUmpqua Bank is embarking a truly unique approach to meeting the needs of the small business owner. Our Business Banking Division is focused on delivering flexible, high-touch products and services using a cost effective business model. We will, however, remain true to our community bank model where we presently deliver loan and deposit products to 56% of all small business relationships by underwriting and managing these relationships through our Commercial Banking Centers located throughout our footprint.Steve Rice, Executive Vice President & Oregon Region Manager UMPQUA BANK

12:00 p.m. - 12:30 p.m.A Five Point Agenda for Profitable GrowthNew research shows small business customers and their profitability to banks in a new light. While the sector is quite profitable overall and is treated homogenously by most banks, this belies tremendous skews in customer- and product-level profitability and disguises important differences in customer needs and preferences. In this session we will share a “five-point agenda”, substantiated by recent primary research, through which most banks could double their profits.Tim Spence, Partner, OLIVER WYM AN FINANCIAL SERVICES

12:30 p.m. - 1:30 p.m.Luncheon for All Participants

12:30 p.m. - 1:30 p.m.Industry Innovation Luncheons Session 1 Sponsored by

Session 2Sponsored by

Session 3Sponsored by

Session 4 Sponsored by

1:30 pm - 2:00 pmDessert in the Exhibit Hall

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BANKINGCONFERENCE

CONFERENCE AGENDA | CONTINUED

CONCURRENT TRACKS

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2:00 p.m. - 2:45 p.m. 2:45 p.m. - 3:30 p.m. 4:00 p.m. - 4:45 p.m.

Putting your Teams in Hyperdrive:  Tools, Targeting and Techniques that Accelerate Business Banking GrowthProductivity in sales and service comes down to how effective your front-line teams are at understanding client needs, matching these to your solutions, and exceeding expectations.  But while you can’t take the humans out of the equation, you can provide them with tools, materials, and performance-building techniques that drive measurable results in client acquisition, cross-sell and loyalty.  This panel will provide practical techniques including:• “Teamification” best practices—getting branch, business banker and call center

teams to work better together• How to build and execute sales campaigns that deliver immediate results and

long-term performance gains• Tips on maximizing the ROI in sales tools and training can play as part in optimizing

cross-selling opportunitiesCampbell Edlund, President, EMI STRATEGIC MARKETINGChristy Schmitt, Senior Vice President, BANK OF THE WEST

Optimizing Channel Productivity: Making the Elephant DanceSmall business customers are the heaviest users and cost drivers of all bank delivery channels - bankers, branches, internet banking, call centers, and more.  Learn what small business customers expect from these channels and how two leading small business bankers maximize return and reduce expenses by matching the optimal mix of delivery channels to each customer segment.  You will also hear about three proven fixes for the most common customer experience challenges.John Barlow, President, Middle Market Banking Program Director and Founder, BARLOW RESEARCH ASSOCIATES, INC. John L. Guy, Jr., Director, Business & Professional BankingWEBSTER FINANCIAL CORPORATIONQuincy Miller, Executive Vice President and Director of Business Banking , CITIZENS FINANCIAL GROUP, INC.

Professional Practice: Building a Productive 1st Class Business Banking ModelToday, competition in Business Banking challenges us to streamline our organizations and processes, profitably grow our business, and yet deliver the highest quality customer experience.  At ATB Financial-Business and Agriculture -we had the added challenge of a long history of an outstanding service culture yet the need for greater sales and the establishment of a sales and service culture. These competing challenges required creative and engaging solutions to undertake this transition, while not turning in an exercise in micro management.  In this session we will share our journey through the implementation of our Professional Practice Strategy, along with the change management and roll out logistics we undertook to engage and deliver.  The results speak for themselves, having an immediate impact on our financial performance.Dan Allen, Vice President, Business and Agriculture, ATB FINANCIALSteve Gregory, President, ISAIXSteve Zink, Vice President, Growth & Productivity Strategies, Business and Agriculture, ATB FINANCIAL

Phone Home: More Revenue at Less CostJ.D. Power data suggests that small business customers feel significantly more satisfied and are significantly likely to refer and purchase the next product when banks assign relationship managers to them AND the relationship managers pay attention. While business owners differ in their preference for remote versus in-person relationship management, routine attention from someone at their bank is better than no attention from anyone. In this session, we’ll discuss current thinking about remote relationship management strategy challenges including role clarity and fulfillment processes; integration of remote relationship managers with branch or field sales staff; recruiting, training, and retaining remote relationship managers; and compensation to call center staff and branches.David Tremblay, Client Development Group Executive BANK OF AMERICAAdditional Speakers To be Announced

Improved Value Propositions Drive Bottom Line Results The small business segment remains highly attractive in terms of its potential profitability.  Unfortunately, for many banks, the strategies needed to build deep and profitable relationships remain elusive.  We will explore how successful banks are enhancing their value propositions for this market, executing new strategies to deliver on those propositions, marketing to the segment in more effective ways, and building real franchise value in the process.  We will look at how large banks, community banks, and non-bank financial services companies are delivering more value – often centered around service or product/payment functionality – to drive higher revenue growth in small business banking.  Astoria Federal Savings in New York will provide a case study on how enhanced value propositions, delivered by an engaged front line staff and communicated via an integrated marketing strategy, are helping to grow the bottom line.Brian Edwards, Executive Vice President and Managing Director of Retail Banking Group, ASTORIA FEDERAL SAVINGSMary Beth Sullivan, Managing Partner CAPITAL PERFORMANCE GROUP

Rethinking the Role of the Branch in Serving Small Business Owners From the very small to the very large, banks are struggling to understand what the future holds for branches. Some are choosing to consolidate, some are expanding and others are turning branches into specialty shops focused on a particular need or size of small business. The right answer for each bank depends less on the decisions of other banks or the features of the branch itself, and more on the functional, social and emotional jobs.Pat White, Senior Vice President, Director of Retail Banking COPPERMARK BANK Martie Woods, Vice President and Chief Experience Officer DELUXE CORPORATION

Small Business Lending Trends and InnovationThis session will explore trends in small business lending and opportunities for business model innovation. Equifax will share new data on small businesses’ demand for new loans and line utilization, macro level lending trends, as well as several key trends (e.g. approval rates, balances) that are returning to pre-recession patterns of supply and demand. McKinsey will discuss changing small business preferences (e.g. increased openness to remote channels), persistent frustrations with key elements of today’s working model, especially as it relates to loan origination.

Rissi Lovern, Commercial Solutions Risk Center of Excellence Leader, EQUIFAXRobert Schiff, Partner, MCKINSEY & COMPANY

Linking Line and Small Business Loan Center: Lessons Learned Aligning Credit and MarketingForging a productive partnership between your front-line business bankers and your SBLC starts with providing clear direction about which businesses to target. But building a target profile is only the beginning. In this session you’ll learn how Regions Bank has improved communication and increased approval rates by aligning the messaging and coaching given to bankers.

Buck Bierly, President and Founder, MZ BIERLY CONSULTINGDan Carmichael, Senior Vice President, REGIONS BANK

Moving to the “New Normal”Many lenders feel they have lost the edge they once enjoyed around cycle time, cost, effectiveness and risk mitigation.  For many this has been an outcome of increasing demands from internal and external regulatory and control groups that have demanded changes.  Many of these changes did not provide lift but rather created a “heavier”, more expensive, less effective and for some, a riskier outcome.   In this session, the presenters will review approaches that lenders have taken to address these concerns and how your organization can apply them.

Barbara Hoose, Senior Vice President, US BANK John O’Connor, CEO, PRAXIS ADVISORS

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FRIDAY, NOVEMBER 97:30 a.m.

Registration Opens Sponsored by 7:30 a.m. - 8:15 a.m.

Breakfast Briefing Sponsored by

7:30 a.m.

Continental Breakfast in the Exhibit Hall

8:15 a.m. - 8:30 a.m.

Chairman’s Opening Remarks

8:30 a.m. - 9:15 a.m.

KEYNOTE ADDRESS Breaking a Little GlassAlbert Einstein said: “Insanity: doing the same thing over and over again and expecting different results.” Said another way:  “If we want to significantly boost small business revenue and bank productivity, then we gotta break a little glass,”  particularly when our change-avoidant institutions seem to be made shatter-proof! Ginger Siegel, veteran of five successful large-scale change efforts and beginning a sixth, will share strategies she has used successfully to launch change and accelerate results, including the critical traits we need to develop or hire in leaders at all levels to carry changes forward. Ginger Siegel, Executive Vice President, PNC BANK

9:15 a.m. - 10:00 a.m.

Expanding the Small Business PieWith increased appetites for small business revenue and little GNP growth in sight, small business leaders face conflicting priorities for their attention and budgets: Which customer and prospect segments to proactively target? Which sales model: channels and sales roles? How to increase branch traction? How to increase banker sales productivity? How to attract new small business households and expand existing relationships? How to improve recruiting, hiring, and training? How to collaborate with other business lines? How to measure progress? This small business banking executive panel will share insights about their priorities, bandwidth, and efforts to expand share among small businesses.

Jay Desmarteau, Executive Vice President, Business Banking TD BANKJohn Durant, Executive Vice President, Head of Small Business and Business Banking Segments CAPITAL ONE BANKChris Ward, Executive Vice President, Business Banking BBVA COMPASS

10:00 a.m. - 10:30 a.m.

Networking and Refreshment Breakin the Exhibit Hall

10:30 a.m. - 11:15 a.m.

Driving New Revenue: Build or Buy Partnerships between banks and with proven third parties have provided critical product functionality and generated significant revenue. With innovation occurring at breathtaking speed, mobile platforms, connectedness, and cloud computing have dramatically altered the economics of new product development. A brash new set of “partners” - big and small - threaten to disintermediate banks if the partnership discussions stall.

This session will take a fresh look at how bank partners can drive new revenue. Where have we succeeded? What have we learned? How do we balance advantages of quick innovation and revenue with risks of small company partners? BC Krishna, Founder and CEO, MINERAL TREETom Misson, Vice President, Senior Business Leader, Global Commercial Products, MASTERCARD WORLDWIDEBruce Wallace, Chief Operations Officer SILICON VALLEY BANK

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

Mobile Banking for Small BusinessHear Jeff Dennes from Huntington Bank talk about their experience and strategy for mobile in small business banking.Jeff Dennes, Senior Vice President, Chief Digital Officer HUNTINGTON NATIONAL BANK

11:45 a.m.

Conference Concludes

4:45 p.m. - 5:30 p.m.

Capturing the Small Business TM Opportunity Treasury Management is one of the best opportunities we see to boost small business fee income.  While small business is already a robust TM market, with approximately 15% of TM revenue from companies with less than $10MM sales, most banks aren’t getting anywhere near their fair share.  SmB segment TM revenues can be lucrative, from $1K – 4K+/year, depending on business complexity and size.  Research shows that up to 65% of companies use TM in some segments, but only 30% are using TM with their primary bank. In this session, attendees will gain insights from a successful bank approach and a successful non-bank approach to Treasury Management for small business.  Attendees will also benefit from Novantas’ comprehensive proprietary research survey with businesses (conducted with Greenwich) around their usage of TM products, client buying behaviors and successful approaches.Mike Betty, Senior Vice President, Bancorp Treasury Management Sales Manager, BB&T Steve Ledford, Partner, NOVANTAS Greg Wright, Vice President, Product Management, INTUIT

Experience By Design: Managing Customer Experiences That Make A DifferenceHow should we think about managing or designing “customer experience?” How can it be part of our value proposition to business owners? Customer experience management now focuses on managing customers’ exposure, interaction, and transactions across channels,  touch points, and life cycles to move customers from satisfied to loyal to advocates. How much difference have these efforts made to our business owner customers?  What comes after that?  How much weight should we give to “experience economy” advocates who argue that, in commoditized product or service environments, customers willingly pay premiums for experiences that are distinctive, excellent, and memorable? Can we provide them?  Should we care? Panel participants will share their perspectives of the current state, priorities for banks seeking to improve customer experience levels, and opinions about the path forward from here.  Anne Strange, Director of Commercial Client ExperienceBBVA COMPASS Additional Speakers To be Announced

Effective Loss Mitigation Efforts to Retain Viable Small Business CustomersThe key to helping our customers and at the same time keeping losses to a minimum is an effective early warning system combined with a well-defined loss mitigating process. This session will address some of the leading efforts to assist both our customers and our institutions.

Speaker to be Announced

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SPONSOR & EXHIBITOR OPPORTUNITIESFor 17 consecutive years, the American Banker / RMA Small Business Banking Conference has been the nation’s largest and most progressive Small Business event in the industry. This event has traditionally been a gathering place for bank executives responsible for their bank’s small business banking product line - an event that will put you front and center with the people who you need to reach.

If your organization offers consulting service, risk management tools, software applications, small business insurance or any type of product or service that a bank can use to better serve their small business customer, then you must contact us for sponsorship and exhibit opportunities.

By participating in this event as an event sponsor you will have an opportunity to:

ACCESS information on the latest tools, trends, technologies and strategies

NETWORK with industry leaders and American Banker editors & subscribers

SHARE ideas and hear success stories from industry executives

MEET face-to-face with potential customers, understand their needs better, and develop business relationships with them

PARTICIPATE in speaker and advisory boards shaping the future of the marketplace

GATHER industry research and feedback

POSITION, BRAND & PROFILE your firm at the most prestigious meeting place of the year by contacting Maura Parrish

To find out how to customize a sponsorship/exhibit package which is most appropriate for your institution, please contact

Adam Dadich Phone:( 212) 803-6089 E-mail: Adam.Dadich@sourcemedia.com

PLATINUM SPONSOR

GOLD SPONSORS

SUPPORTING SPONSORS

SILVER SPONSOR

TM

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REGISTRATION AND HOTEL INFORMATION2 EASY WAYS TO REGISTER

Call (212) 803-8348 | (212) 803-8456

Webwww.americanbanker.com/sbb

Registration Rates BEFORE 9/14/2012 BEFORE 10/12/2012 Standard

Payments:

Please make checks payable to SourceMedia 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 meals, refreshment breaks, receptions and a copy of the conference workbook. In order to receive early bird discounts, special rates or promotions, full payment must be made prior to the offer expiration date. Any registration not paid in full at that time of offer expiration date will be subject to the current rate. Full payment must be received 14 days prior to the event or your registration will automatically be cancelled. Registrations with declined or invalid credit cards will not be processed.

Substitutions and Cancellations:

Substitutions may be sent at any time. No refunds or letters of credit are available later than the event Cut Off Date (14 Days prior to start date). All cancellations must be made in writing, submitted within 90 days prior to the Cut Off Date of the event and will be subject to a cancellation fee equal to 50% off the registration fee or a Letter of Credit which will cause forfeiture of the entire registration fee but allow one admittance to a future SourceMedia event to be used in the same year.

Disclaimer:

SourceMedia reserves the right to cancel an event at any time. SourceMedia reserves the right to replace or cancel speakers or make any other changes to the agenda without notice. All information is subject to change. For more information regarding administrative policies such as complaints and refund, please contact our offices at (800) 803-3424.

BOCA RATON RESORT & CLUB501 East Camino RealBoca Raton, FL 33432

RESERVATION INFORMATION:Website: www.bocaresort.comPhone: (888) 557-6375Attire: Business CasualRoom Rates: Cloister Traditional: $169*Cloister Deluxe: $189*Tower Estate: $209*Tower Waterway: $249*Refer to our website for all available rooms and rates.

SourceMedia has secured a block of rooms at the Boca Raton Resort & Club exclusive to the attendees of Small Business Conference. Please make your reservation by October 1, 2012 and reference Sourcemedia’s Small Business Conference for the discount room rate. Rooms will be available on a first come first served basis — there’s no guarantee that rooms will be available after the cut off date.

ABOUT THE HOTELSituated on 356 acres in Boca Raton, the heart of Florida’s Gold Coast, in south Palm Beach County. Easily accessible via air transportation: 28 miles south of Palm Beach Airport, 24 miles north of Fort Lauderdale International Airport, 45 miles north of Miami International Airport.

Boca Raton offers a year-round tropical climate with average temperatures ranging from 73 degrees in the winter to 83 degrees in the summer.

Early Bird 1 Early Bird 2 Standard

FDIC Insured Banks $1,095 $1,295 $1,495

All Others $1,395 $1,595 $1,795

Pre-Conference Workshop A $149 $149 $149

Pre-Conference Workshop B $149 $149 $149

Pre-Conference Workshop Combo $249 $249 $249

One State Street Plaza, 27th floor New

York, NY 10004

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AND SAVE $200.USE PROM

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