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SUNDAY, SEPTEMBER 27 10:00 a.m. – 7:30 p.m. CONFERENCE REGISTRATIONN. Hemisphere C-E Refreshments during Registration Sponsored by Agility Recovery and CUNA Strategic Services

8:30 a.m. – 12:00 pm PRECONFERENCE WORKSHOP – OpSS and Technology Councils Asia 5 The Business Behind the Magic Tour At the Walt Disney World® Resort Sponsored by Ongoing Operations, LLC and CUNA Strategic Services

In addition to creating a magical environment for Guests from around the world, Walt and Roy Disney mastered the art of business. They determined that leadership, culture, service, brand and innovation were five key concepts that, when considered holistically, would lead to maximum results. Not only have these time-tested core concepts helped establish Disney as one of the world’s leading brands, but they have also helped thousands of organizations around the world think differently about they can deliver the long-term results they are capable of delivering.

This is your opportunity to engage experienced Disney professionals and observe key examples from a “living laboratory”, taking you behind the scenes to explore firsthand how Disney business insights and time-tested methodologies are operationalized to deliver a great customer experience.

This 3-hour tour features concepts and illustrations from the professional development courses offered by Disney Institute and shows how they come to life each day at the Walt Disney World® Resort for Cast Members and Guests. You will explore the following locations:

Textile Services: Visit a state-of-the-art laundry facility, one of the largest in the world, to see how committed, responsible, inspiring leaders are able to motivate a team to achieve amazing results. (Featuring insights from the core competencies of Leadership and Innovation)

Epcot® Cast Services: Experience the “Backstage” area from a Cast Member perspective. See how the Walt Disney World® Resort creates a supportive environment for the Cast Members as they prepare to go on stage. Discover the important role backstage areas play in creating a caring environment. (Featuring insights from the core competencies of Culture and Innovation)

Main Street, U.S.A.®: Take a stroll through this turn-of-the-century walkway to better understand how we strive to exceed the expectations of our Guests. Discover a tool that helps go beyond

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standard demographics to meet the needs, wants, stereotypes, and emotions of Guests with innovative products & services. (Featuring insights from the core competencies of Service, Brand and Innovation)

The “Utilidor” System: Journey beneath the Magic Kingdom® Park to visit support systems designed to improve the experiences of Cast Members and Guests alike. Discover how we use simple tools to engage and empower Cast Members to create lasting customer relationships that drive repeat business and brand loyalty. (Featuring insights from the core competencies of Brand and Innovation)

Disney Institute core competencies are illustrated throughout the tour, along with quantitative examples of how each area successfully implemented those concepts.

3:15 – 4:00 p.m. FIRST-TIME ATTENDEE ORIENTATION Asia 5

4:15 – 4:30 p.m. WELCOME AND OPENINGN. Hemisphere A-B

4:30 – 5:30 p.m. KEYNOTE ADDRESSN. Hemisphere A-B High Performance Climb®

Sponsored by Harland Clarke and CUNA Strategic Services John Foley, Former Lead Solo Pilot for the Blue Angels

Every organization depends upon the performance of their people and their teams. There are few examples where this is more dramatically demonstrated than with the Blue Angels. John Foley draws upon his experience as Lead Solo of the Blue Angels to inspire audiences and show them how to achieve substantially higher levels of performance.

Foley demonstrates a simple, systematic, yet exciting approach for how to develop the clarity, focus, commitment, and trust that are necessary to achieve ever-higher levels of performance. He shows how to create buy-in and commitment for a team’s vision and goals, leading to clarity that drives execution decisions. He demonstrates how learning to focus prepares individuals for action and increases successful outcomes. In this insightful presentation, he emphasizes the development of trust and respect among team members as essential to execution, and demonstrates proven ways for teams to achieve deep levels of trust. He also explains a process that he believes is the primary key to continuous improvement and exceptional growth.

He drives home his message with dynamic videos of his adrenaline-pumping performance with the Blue Angels. His charismatic and enthusiastic presentations stimulate audiences emotionally and intellectually with a whole new perspective on their ability to excel. They leave the event not only transformed, but also with a set of concrete tools to immediately begin a high performance climb.

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CUNA Technology Council ConferenceCUNA Operations, Sales & Service Council Conference Combined sessions for both conferences

5:30 - 7:30 p.m. WELCOME RECEPTION – Meet your SponsorsN. Hemisphere C-E

MONDAY, SEPTEMBER 287:15 a.m. - 4:30 p.m. WELCOME CENTERN. Hemisphere C-E Conference Registration Sponsor Displays Internet Café – Sponsored by Credit Union Magazine (news.cuna.org), Infosys Finacle and Q2

7:15 - 8:15 a.m. BREAKFAST – Visit with Sponsors N. Hemisphere C-E Co-Sponsored by All Covered Finance – IT Services from Konica Minolta and Talari 8:15 - 9:15 a.m. SPEED ROUNDS – Session 1N. Hemisphere A-B Join us for seven fast paced presentations from top technology companies.

· Urban FT· CoNetrix· TraceSecurity· IMM· OnApproach· Ondot Systems, Inc.

BREAKOUT SESSIONS Asia 4 Accountability (session repeats at 1:45 p.m.) Rory Rowland, President, Rowland Consulting, Independence, MO

Accountability is the foundation of leadership and lack of accountability negatively impacts your bottom line. During this interactive session, you’ll discover how to set individual goals, define expected results and outline paths to success. Plus, you’ll see how to coach accountability as well as point out problems and trouble spots without hurting anyone’s feelings.

Asia 1 Social Media for the Front Lines (session repeats at 1:45 p.m.) Sponsored by Diebold and CUNA Strategic Services Sundeep Kapur, Digital Credence, Lexington, SC

The member we serve is socially connected. As brands we want our consumers to connect with us, follow us, and really like us on social media channels. We also want these likes to translate into business. This session will focus on the five key fundamentals of social media – where the fifth principle is all about getting our team on board first! How do we make sure that our employees can carry forth our social media messaging? What strategies can the frontline staff use to accentuate the positive, respond to negativity, and generate a sense of community on social media.

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9:15 – 9:30 a.m. PASS TIME TO SESSIONS 9:30 - 10:30 a.m. BREAKOUT SESSIONSAsia 2 Cybersecurity – From the Firewall to the Desktop (session repeats)

Sponsored by CoNetrixLeo Maduzia, SVP, Chief Information Technology Compliance & Risk Officer, San Diego County CU, San Diego, CAJim Brahm, President/CEO, Security Compliance Associates, Clearwater, FL

Is cybersecurity still considered a purely technical matter at your credit union? While various layers of technology controls, from the firewall to the desktop, must be implemented to protect sensitive data, technology controls alone are not effective. This session discusses the implementation of people, process, and technology controls, in combination with monitoring and testing, to help create a robust defense against data loss.

Australia 3 Meta to Micro — The Power of Big Data (session does not repeat) Sponsored by BIT, a Diamond Marketing Solutions company Jay Mossman, CEO, Akcelerant and President, Temenos USA, Malvern, PA

Todd Winship, Product Director, Business Intelligence, Temenos Software Canada, Surrey, BC

A major challenge credit unions face is how to utilize and take advantage of all the data that is at their fingertips. Even financial institutions that have begun to aggregate all of this information still struggle with how to act on it. In this presentation, Jay and Todd will share what strategies credit unions should be following in order to effectively utilize big data to increase success and sustainability.

Asia 4 Emerging Technologies (session does not repeat) Sponsored by ShoreTel

John Best, CEO, Best Innovation Group, Denver, CO

The fintech revolution is now becoming a reality. The global fintech sector continues to accelerate in investment and exit strategy, with the credit union industry positioning itself as a key hub for fintech. Join us as we discuss emerging technologies such as wearables, blockchain, payments, cloud computing and much more.

Asia 3 Critical Leadershift (session repeats) Sponsored by The Members Group (TMG) Sara Christiansen, CEO, Ideation Consulting, New Ulm, MN

Traditional ideas about leadership and talent management are becoming less and less effective at driving success in the modern credit union. Organizations are changing at an incredibly rapid pace; in order to lead change, we must change how we lead.

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CUNA Technology Council ConferenceCUNA Operations, Sales & Service Council Conference Combined sessions for both conferences

Companies are constantly stating that our employees are our greatest asset. However, in reality our employees are our greatest investment. During this program we will discuss innovative coaching techniques which will drive high levels of engagement and accountability therefore maximizing the return on your organization’s human capital investments.

Asia 1 Implementing Performance Scorecards – Best Practices

(session does not repeat)Sponsored by Office Depot, Inc. and CUNA Strategic ServicesDouglas Pearson, Sr. Solutions Consultant and Michael Baker, President, KIVA Group, Bedford, NH

Performance management scorecards are becoming a pervasive tool to reinforce strategy in an enterprise. In an industry where credit unions are looking to establish a unique position in the marketplace and a competitive advantage, scorecards can be that tool that drives their strategies throughout the entire organization by aligning every employee with the broader strategic goals based on their specific role. Every level, from teller and MSR’s to c-level executives see their personal performance contribution in one snapshot.

Oceanic 3 Creating a New Member Experience (session repeats) Sponsored by Cummins Allison

Laura Eblen, AVP Strategic Initiatives, Mazuma CU, Overland Park, KS

Looking to develop or change the culture at your credit union? Wishing you could get more of your employees to drink the credit union kool-aid? Come join us as we explore five popular tactics used by cults and how they are used to build a great corporate culture. Come prepared to laugh and learn as we look at how the zany and off-beat culture at Mazuma Credit Union has helped improve member and team member satisfaction, increased loan and membership growth, and turned a group of employees into a team of Mighty Mazumans.

10:30 – 11:00 a.m. NETWORKING BREAK – Visit with SponsorsN. Hemisphere C-E Sponsored by Business Data, Inc.

11:00 – 11:15 a.m. PASS TIME TO SESSIONS

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11:15 a.m. – 12:15 p.m. BREAKOUT SESSIONSAsia 2 Cybersecurity – From the Firewall to the Desktop

Sponsored by Diebold and CUNA Strategic ServicesLeo Maduzia, SVP, Chief Information Technology Compliance & Risk Officer, San Diego County CU, San Diego, CAJim Brahm, President/CEO, Security Compliance Associates, Clearwater, FL

Is cybersecurity still considered a purely technical matter at your Credit Union? While various layers of technology controls, from the firewall to the desktop, must be implemented to protect sensitive data, technology controls alone are not effective. This session discusses the implementation of people, process, and technology controls, in combination with monitoring and testing, to help create a robust defense against data loss.

Asia 4 Utilizing Big Data, Applying Technology and Achieving Success (session does not repeat) Sponsored by Hyland, creator of OnBase®

Jay Mossman, CEO, Akcelerant and President, Temenos USA, Malvern, PATodd Winship, Product Director, Business Intelligence, Temenos Software Canada, Surrey, BC

Join Jay and Todd as they continue their presentation on big data by providing tactical guidance and real world examples of how to apply technology to better understand account holders. Learn how data and analytics can be used to identify and cultivate your credit union’s most profitable members and develop strategies to grow those relationships.

Australia 3 PCI Compliance for Credit Unions, an Operational Perspective (session does not repeat) Sponsored by Smart Source, LLC Ed Bassett, President, GBprotect, Centennial, CO

The payment card industry security standards have been in place for over 10 years, yet integrating compliance into credit union IT operations remains elusive. All of the controls mandated by PCI are considered good security practice, so why are they so difficult to implement? This talk will discuss those challenges as well as the people, process, and technology needed to manage compliance effectively, given the operational realities of Credit Union IT.

Asia 3 Critical Leadershift Sponsored by Mobilearth Inc. Sara Christiansen, CEO, Ideation Consulting, New Ulm, MN

Traditional ideas about leadership and talent management are becoming less and less effective at driving success in the modern credit union. Organizations are changing at an incredibly rapid pace and in order to lead change we must change how we lead.

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Companies are constantly stating that our employees are our greatest asset. However, in reality our employees are our greatest investment. During this program we will discuss innovative coaching techniques which will drive high levels of engagement and accountability therefore maximizing the return on your organization’s human capital investments.

Asia 1 Coaching the Coaches (session does not repeat) Sponsored by Process, Analysis and Optimization (CUNA/FI Strategies, LLC cuna.org/pao) Denny Graham, President, FI Strategies, St. Louis, MO

We all know the importance of coaching staff to reach their sales and service potential. But who is supporting your coaches? Providing consistent coaching for your coaches can accelerate results, provide role clarity, and increase branch morale. In this session, we’ll look at ways to support your managers, provide them with feedback, and increase the overall success of your sales efforts.

Oceanic 3 Creating a New Member Experience Sponsored by MemberXP™ Laura Eblen, AVP Strategic Initiatives, Mazuma CU, Overland Park, KS

Looking to develop or change the culture at your credit union? Wishing you could get more of your employees to drink the credit union kool-aid? Come join us as we explore 5 popular tactics used by cults and how they are used to build a great corporate culture. Come prepared to laugh and learn as we look at how the zany and off-beat culture at Mazuma Credit Union has helped improve member and team member satisfaction, increased loan and membership growth, and turned a group of employees into a team of Mighty Mazumans.

12:15 – 1:30 p.m. MEMBERSHIP LUNCH (Open to all CTC attendees and sponsors)S. Hemisphere 1 Sponsored by PSCU

Join us as the Council chair, Belinda Caillouet, provides an update on all of this past year’s activities. In addition, you will get a sneak peek at the Council’s new Community engagement tool.

12:15 – 1:30 p.m. NETWORKING LUNCH (Open to all OpSS attendees and sponsors)N. Hemisphere C-E Sponsored by CUNA Operations Portfolio (cuna.org/trailblaze)

1:30 – 1:45 p.m. PASS TIME TO SESSIONS

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1:45 – 2:45 p.m. SPEED ROUNDS – Session 2N. Hemisphere A-B Join us for seven fast paced presentations from top technology companies.

· MX· D+H· Passageways· Akcelerant· SMA Solutions· Symitar· MeridianLink· Interactions

BREAKOUT SESSIONSAsia 4 Accountability Sponsored by Cornerstone Advisors, Inc. Rory Rowland, President, Rowland Consulting, Independence, MO

Accountability is the foundation of leadership and lack of accountability negatively impacts your bottom line. During this interactive session, you’ll discover how to set individual goals. In addition, you’ll learn how to define expected results and outline paths to reach them. Plus, you’ll see how to coach accountability as well as point out problems and trouble spots without hurting anyone’s feelings.

Asia 1 Social Media for the Front Lines Sundeep Kapur, Digital Credence, Lexington, SC Hilary Reed, Founder, Empower Strategic Solutions, Yardley, PA

The member we serve is socially connected. As brands we want our consumers to connect with us, follow us, and really like us on social media channels. We also want these likes to translate into business.

This session will focus on the five key fundamentals of social media – where the fifth principle is all about getting our team on board first! How do we make sure that our employees can carry forth our social media messaging? What strategies can the frontline staff use to accentuate the positive, respond to negativity, and generate a sense of community on social media.

2:45 – 3:15 p.m. NETWORKING BREAK – Visit with Sponsors N. Hemisphere C-E Sponsored by BAE Systems and CUNA Strategic Services

3:15 – 3:30 p.m. PASS TIME TO SESSIONS

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3:30 – 4:30 p.m. GENERAL SESSIONN. Hemisphere A-B Economics Update Sponsored by CUNA Mutual Group

Mike Schenk, VP Economics & Statistics, CUNA Assn., Madison, WI Few times in our nation’s history have we encountered economic challenges like we face today. What we all seek is information that will help prepare, enlighten and guide us as we look forward to the coming years. What’s the outlook for the economy and credit unions for the next year? How long and deep will the economic slowdown be, and how will it affect credit unions as a whole and the role of operations and technology professionals? What are the best economic indicators to focus on to get a sense of “where we’re at” moving forward?

6:00 - 9:00 p.m. An Evening at Planet HollywoodOff Site Co-Sponsored by Axis Communications Inc., FIS Global, SMA Solutions™, and Symitar

At the world-famous Planet Hollywood guests thrill to the excitement of Hollywood surrounded by the largest collection of famous movie memorabilia in the world having access to all three floors. Enjoy food, drinks, music spun by a DJ, dancing and a few more surprises. The gift shop will be open during the event if you want to purchase a souvenir or two from Planet Hollywood. Transportation will be provided. Guests may join you at this event for $75 per person. Tickets are required.

TUESDAY, SEPTEMBER 297:15 a.m. - 4:30 p.m. WELCOME CENTERN. Hemisphere C-E Conference Registration Sponsor Displays Internet Café – Sponsored by Credit Union Magazine (news.cuna.org), Infosys Finacle and Q2 7:15 - 8:15 a.m. BREAKFAST – Visit with Sponsors N. Hemisphere C-E Co-Sponsored by Ondot Systems and Red Hat

8:15 – 9:30 a.m. SPEED ROUNDS – Session 3N. Hemisphere A-B Join us for seven fast paced presentations from top technology companies.

· Fiserv· iQuantifi· Talari· Daon· ShoreTel· Digital Insight· FMSI

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BREAKOUT SESSIONS Australia 3 Regulatory Compliance – What You Need to Know! (session repeats) Sponsored by Ascensus

John Zasada, Principal, CliftonLarsonAllen, LLP, Minneapolis, MN

Regulatory compliance is one of the hottest issues facing the financial services industry today. This break out session will provide information on the latest regulatory concerns from BSA to compliance management to UDAAP compliance. Will your credit union pass the “grandma test?” Don’t miss this opportunity to learn what regulators are looking for and how to build a strong compliance program for your credit union.

Oceanic 3 Building a Member-Friendly Sales Culture (session repeats)Sponsored by CetoLogicKarim Habib, Director, Sales & Marketing Lender Development Program, CUNA Mutual Group, Madison, WI

Does your staff embrace the opportunity to educate members on the benefits of all the products and services your credit union offers to meet and protect their full financial needs and build loyalty? Or do they shy away from that “consultative” conversation? To diversify and grow non-interest income in today’s economy, credit unions need to build deep relationships with existing and new members. A strong sales culture that focuses on the “Member Experience” helps by uncovering and meeting members’ financial needs. Learn about the key components that can transform the sales culture of any credit union.

Asia 1 Engaged Employees Engage Members (session does not repeat) Sponsored by Urban FT Sundeep Kapur, Digital Credence, Lexington, SC

Our quest to become the primary financial institution can only happen when our employees become preferred financial consultants to the members we serve. How do we train our employees to engage members – how can we assume the role of a mentor? What do we do to retain and develop talent? How do we motivate our employees to excel? How do we make sure that the information we provide our employees is correct, actually perfect? A few case studies within our industry and outside will provide key insight on ideal training, instilling ownership, and what motivates.

9:30 – 10:30 a.m. BREAKOUT SESSIONSAsia 2 Creating a Culture of Innovation (session repeats) Sponsored by Digital Insight Andrew Downin, Innovation Director, Filene Research Institute, Madison, WI

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Innovation is no longer just a buzzword--it’s now a necessity for credit unions as consumer demands change and new competitors enter the market. But it’s virtually impossible to innovate without the right culture. In this presentation, Andrew will share insights into how your credit union can develop and support a culture of innovation--from managing risk, to encouraging your employees and members to share big ideas, to embracing failure as a necessary step for innovation. You’ll hear real-life examples of successful innovation generated through Filene’s renowned i3 program and walk away with tips you can immediately put into practice.

Asia 3 An Ethical Hacker’s Perspective: 10 Things that make Attacks Easy (session repeats)

Sponsored by Access Softek, Inc.David Anderson, Manager, Information Security Services, CliftonLarsonAllen, Minneapolis, MN

Hackers and organized crime have monetized their activities and created a lucrative and robust black market industry for stolen PFI and PII data. Often times, we make it far too easy for hackers through a variety of systemic weaknesses. Understanding how to identify the “low hanging fruit” security vulnerabilities and the different ways that hackers can attack your systems can shed some light on how to combat these attacks.

Asia 1 Agile 101: What you Need to Understand about Introducing a Bi-Modal and Agile Approach into your Work Environment

(session does not repeat) Sponsored by inContactGordie Ellison, Program Manager, Open Tech Solutions, Centennial, CO

This session will include a fundamental understanding of the differences between Agile and Waterfall, to include when to use each. Agile basics will be highlighted, as well as a discussion on how to deal with the cultural challenges you will encounter during the transition of change.

Australia 3 Regulatory Compliance – What You Need to Know! (session repeats) Sponsored by CUNA Compliance Portfolio (cuna.org/gamechange)John Zasada, Principal, CliftonLarsonAllen, LLP, Minneapolis, MN

Regulatory compliance is one of the hottest issues facing the financial services industry today. This breakout session will provide information on the latest regulatory concerns from BSA to compliance management to UDAAP compliance. Will your

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credit union pass the “grandma test?” Don’t miss this opportunity to learn what regulators are looking for and how to build a strong compliance program for your credit union.

Oceanic 3 Building a Member-Friendly Sales Culture (session repeats)Sponsored by LEVEL5

Karim Habib, Director, Sales & Marketing Lender Development Program, CUNA Mutual Group, Madison, WI

Does your staff embrace the opportunity to educate members on the benefits of all the products and services your credit union offers to meet and protect their full financial needs and build loyalty? Or do they shy away from that “consultative” conversation? To diversify and grow non-interest income in today’s economy, credit unions need to build deep relationships with existing and new members. A strong sales culture that focuses on the “Member Experience” helps by uncovering and meeting members’ financial needs. Learn about the key components that can transform the sales culture of any credit union.

Asia 4 Gamification – If it’s not fun - why do it? (session does not repeat) Rory Rowland, President, Rowland Consulting, Independence, MO

Gamification is the use of game thinking and game mechanics in non-game contexts to engage users in solving problems and increase users’ self-contributions. In this session, you’ll discover simple and easy ways to engage and involve learners through the power of play. Plus, you’ll walk away with seven games you can use at your credit union to have fun and engage your learners.

10:30 – 11:00 a.m. NETWORKING BREAK – Visit with SponsorsN. Hemisphere C-E Sponsored by FMSI

11:00 – 11:15 a.m. PASS TIME TO SESSIONS 11:15 a.m. – 12:15 p.m. BREAKOUT SESSIONSAsia 2 Creating a Culture of Innovation Sponsored by Monitise Andrew Downin, Innovation Director, Filene Research Institute, Madison, WI

Innovation is no longer just a buzzword--it’s now a necessity for credit unions as consumer demands change and new competitors enter the market. But it’s virtually impossible to innovate without the right culture. In this presentation, Andrew will share insights into how your credit union can develop and support a culture of innovation--from managing risk, to encouraging your employees and members to share big ideas, to embracing failure as a necessary step for innovation. You’ll hear real-life examples of successful innovation generated through Filene’s renowned i3 program and walk away with tips you can immediately put into practice.

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Asia 3 An Ethical Hacker’s Perspective: 10 Things that make Attacks Easy

Sponsored by LSC® and CUNA Strategic ServicesDavid Anderson, Manager, Information Security Services, CliftonLarsonAllen, Minneapolis, MN

Hackers and organized crime have monetized their activities and created a lucrative and robust black market industry for stolen PFI and PII data. Often times, we make it far too easy for hackers through a variety of systemic weaknesses. Understanding how to identify the “low hanging fruit” security vulnerabilities and the different ways that hackers can attack your systems can shed some light on how to combat these attacks.

Asia 4 Agile 102 – A Panel Discussion (session does not repeat)Sponsored by Buzz Points, Inc. and CUNA Strategic ServicesTrey Kelso, VP Business Solutions & Development, Virginia CU, Richmond, VADustin Montoya, Director Application Development and Support, Open Tech Solutions, Centennial, COScott Rabe, PMP, Project Management & Development Manager, STCU, Liberty Lake, WAModerator: Caroline Martorano, Sr. Manager Software Optimization, Baxter CU, Vernon Hills, IL

Join us as we discuss real world experience and lessons learned in applying Agile methodologies within credit unions and CUSO’s.

CASE STUDIES Asia 1 Building a Service Manifesto (session does not repeat) Sponsored by Credit Union Financial Exchange (CUFX) Angie Pidde, Retail Service Manager, SouthPoint FCU, Sleepy Eye, MN

Recognizing and embracing that culture drives performance results, SouthPoint FCU made the commitment and investment in a cultural evolution toward stronger employee engagement. Beginning in 2014, the credit union began the journey of enhancing their sales & service culture by researching Peter Drucker’s concept of the “Knowledge Worker”. Exploration of this concept resulted in “Education” becoming one of SouthPoint’s four core values. To help encapsulate the core values and enhance the current Service Points of Excellence, SouthPoint developed a Manifesto that became the baseline of staff commitment and accountability to its members.

Oceanic 3 Driving New Members through Indirect Conversions (session does not repeat) Sponsored by International Credit Union Day®

Jeanette Radmer, BD Manager, Numerica CU, Spokane, WA Kathy Hatcher, Branch Project Manager, Vantage West CU, Tucson, AZ

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Converting indirect members into active CU members is no easy task. There are many recipes to make indirect members use the credit union for more than just a loan. In this session, we will discuss what some of those recipes are to deepen relationships, increase cross-sell, increase Net Promoter® scores and provide you with key takeaways which you can implement right away.

Australia 3 To Incent or Not to Incent (session does not repeat) Sponsored by CUNA Creating Member Loyalty (cuna.org/cml) Greg Inman, SVP, Neighbors CU, Baton Rouge, LA

Angela Prestil, Director, Business Development, Credit Union National Association, Madison, WI

Join the conversation as two industry professionals discuss whether to incent or not to incent. They will explore options from individual to team based incentive plans. They will even discuss not offering incentives at all and the possible pitfalls of incenting the wrong behaviors. Participants will be given the opportunity to ask questions to determine what is the right approach for their credit union. Let’s use our collective expertise to strengthen our credit unions!

12:15 – 1:30 p.m. NETWORKING LUNCH (open to all CTC attendees and sponsors)N. Hemisphere C-E Sponsored by Backbase USA Inc.

12:15 – 1:30 p.m. MEMBERSHIP LUNCH (open to all OpSS attendees and sponsors) S. Hemisphere 1 Sponsored by North Highland

Join us as the Council chair, Steve Langley, provides an update on all of this past year’s activities. In addition, you will get a sneak peek at the Council’s new Community engagement tool.

1:30 – 1:45 p.m. PASS TIME TO SESSIONS

1:45 – 2:45 p.m. BREAKOUT SESSIONS Asia 2 The New FFIEC Cyber Security Guidelines: What should a CU do?

(session does not repeat)Sponsored by Adapt Telephony Services, LLCKevin Russo, VP Technology, KEMBA Financial CU, Gahanna, OH

Executive Order 13636 on Cyber Security will drive new standards around securing private and sensitive information in the cyber world we live in today. Already the FFIEC has issued new recommendations for financial institutions. What steps should a credit union take to comply with these recommendations? What will IT examiners look for when they perform assessments?

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Australia 3 IT Leadership Panel: Transitioning from a Technical Expert to a Business Leader (session does not repeat)

Sponsored by Jwaala Kirk Drake, President/CEO, Ongoing Operations, LLC, Hagerstown, MD Jeff Johnson, SVP & CIO, Baxter CU, Vernon Hills, IL Peter Nohelty, EVP/CTO, Royal CU, Eau Claire, WIModerator: Mike Atkins, CIO, Bellco CU, Centennial, CO

So many IT “techies” want to be leaders and assume that having a lot of technical knowledge and certifications makes them qualified. But we know that to be a successful CIO these days an individual has to put business needs first. It’s about understanding the strategic needs of the credit union and being able to translate those into technical solutions.

And that goes beyond servers, routers, and security. The infrastructure is important however that’s the baseline. You must understanding the core system, all ancillary products and multi-channel processing. Can they establish an IT department that sees itself as a service arm of the credit union? Do they know it’s not “all about them”, and how cool their systems are? It’s about how technology is creating efficiencies for the end user and better products for the member. Is their staff able to communicate to the end users of the credit union in English, and not in techno babble? Can a manager hold their own at the “chiefs” table and rise up from being tactical to being strategic? Is it easier to take a smart business person and have them learn and lead a technology department….or to take a smart technology person and teach them to be a strategic business partner? Find out here.

Asia 4 How do You Develop IT Talent? (session does not repeat)Sponsored by InfoIMAGE, Inc.Kris Hanson, VP Technology, School Employees CU of Washington, Seattle, WA Charlotte Morrison, CIO, Texans CU, Richardson, TX Scott Preble, CTO, Open Technology Solutions, Centennial, COModerator: John Andrews, EVP Compensation, D. Hilton Associates, The Woodlands, TX

The search for IT talent continues to be a challenging one, as credit unions compete with tech companies and larger corporations in a nationwide market. Effective IT is crucial to the security and success of credit unions and credit unions have to find innovative ways to maintain and grow their IT workforce.

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Panelists will discuss trends in developing IT talent and how they are overcoming the industry talent shortage in the IT area at their own institutions.

Oceanic 3 Setting Goals for Branch Staff (session repeats) Sponsored by CUNA Creating Member Loyalty (cuna.org/cml) Denny Graham, President/CEO, FI Strategies, St. Louis, MO

There are literally thousands of ways to measure branch performance! Each credit union has a unique value proposition so it stands to reason that their performance metrics should also be unique. This session will look at common (and not so common) methods of setting metrics and goals for your branches.

Asia 3 ALM for Non-Financial Managers; Finding Your Voice in ALCO Meetings (session repeats)

Sponsored by Member Loyalty Group John Myers, President/Principal, c.myers corp., Phoenix, AZ David Loftus, Consultant, c.myers corp., Phoenix, AZ

Asset and Liability Management (ALM) for Non-Financial Managers session will help attendees learn how the ALM process helps credit unions reach their financial goals. Designed for non-financial managers, this session provides a unique opportunity to learn simplified ALM concepts and terminology so that managers can contribute to the credit union’s financial success.

Asia 1 Advanced Emotional Intelligence: What Executives Need to Know about Bringing Out the Best in Their People (session repeats)

Sponsored by Velocity Solutions, Inc.Crystal Jonas, President, Tap Your Genius, Inc., Manitou Springs, CO

Shift has happened and people see work in a whole new way. While employees are willing to give more than ever, the approaches for engaging your staff’s hearts, minds and energy have changed. In this session, learn what matters most to people and easy steps you can take to more effectively and boldly lead a committed, highly engaged staff into the future.

2:45 – 3:15 p.m. NETWORKING BREAK – Sponsor Prize DrawingsN. Hemisphere C-E Sponsored by Americaneagle.com

The 2015 Speed Round Best of Show Award will be announced during this networking break.

3:15 – 3:30 p.m. PASS TIME TO SESSIONS

AGENDA

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3:30 - 4:30 p.m. BREAKOUT SESSIONS Asia 2 The Question is not “IF” but “When”…A Look into the Importance of Cyber Resilience and Incident Response for Financial Institutions (session does not repeat)

Sponsored by CliftonLarsonAllen, LLP Tom Neclerio, VP Professional Services, BAE Applied Intelligence / SilverSky, Weston, FL

Financial Institutions remain one of the most highly targeted business segments for cyber attacks. The FFIEC has released several notices lately warning financial institutions to watch out for targeted attacks against them. If you are a financial institution, it is no longer a question of if but when you’ll be breached.

Many financial institutions have developed controls to identify breaches to systems, but most do not have proper procedures in place to respond and recover from an event. The ability to respond quickly to cyber incidents is critical to limiting the potential impact a breach can have on a financial institution’s operations. In addition, financial institutions now face regulatory guidance for developing cyber resilience within their security programs.

In this session, we’ll discuss the current threats across the financial marketplace and explore key strategies for implementing a successful incident response program as outlined in the FFIEC’s cyber resilience guidance.

Australia 3 What You Don’t Know Will Eventually Hurt You: The Evolving Role of Enterprise Risk Management (ERM) in Successful Organizations

Sponsored by Akcelerant, a Temenos CompanyJeff Owen, Senior Consultant, The Rochdale Group, Overland Park, KS

While risk management in and of itself is not a new practice, it is indeed taking on a new face as organizations understand the importance of proactively identifying and managing key opportunities and uncertainties. Given the complex and evolving role IT plays in the strategic direction of financial institutions, an enterprise risk management (ERM) program is essential to maximizing the value of the IT function to the organization’s long-term success. This session will provide some new ways to think about risk management, and introduce some innovative ideas to help optimize the role of IT in your organization.

CUNA Technology Council ConferenceCUNA Operations, Sales & Service Council Conference Combined sessions for both conferences

AGENDA

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Asia 4 Auditing Your Cloud Technology ProvidersSponsored by QuantivateWes Withrow, IT Security Expert, TraceSecurity, Baton Rouge, LA

As your technology moves to the cloud, audit procedures must evolve to ensure providers have the right processes and controls in place to protect your members’ confidential information. In this session, learn how to approach your cloud providers for a successful audit. Wes Withrow, IT security expert, will discuss how to audit your provider, what your credit union will expect to find, and then explore the results that will inevitably and unexpectedly appear.

Oceanic 3 Setting Goals for Branch Staff Sponsored by CUNA Creating Member Loyalty (cuna.org/cml) Denny Graham, President/CEO, FI Strategies, St. Louis, MO

There are literally thousands of ways to measure branch performance! Each credit union has a unique value proposition so it stands to reason that their performance metrics should also be unique. This session will look at common (and not so common) methods of setting metrics and goals for your branches.

Asia 3 ALM for Non-Financial Managers; Finding Your Voice in ALCO Meetings John Myers, President/Principal, c.myers corp., Phoenix, AZ

David Loftus, Consultant, c.myers corp., Phoenix, AZ

Asset and Liability Management (ALM) for Non-Financial Managers session will help attendees learn how the ALM process helps credit unions reach their financial goals. Designed for non-financial managers, this session provides a unique opportunity to learn simplified ALM concepts and terminology so that managers can contribute to the credit union’s financial success.

Asia 1 Advanced Emotional Intelligence: What Executives Need to Know About Bringing Out the Best in Their People

Sponsored by iQuantifi Inc. Crystal Jonas, President, Tap Your Genius, Inc., Manitou Springs, CO

Shift has happened and people see work in a whole new way. While employees are willing to give more than ever, the approaches for engaging your staff’s hearts, minds and energy have changed. In this session, learn what matters most to people and easy steps you can take to more effectively and boldly lead a committed, highly engaged staff into the future.

Evening ON YOUR OWN

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WEDNESDAY, SEPTEMBER 308:00 – 11:00 a.m. WELCOME CENTERN. Hemisphere C-E Conference Registration Sponsor Displays Internet Café – Sponsored by Credit Union Magazine (news.cuna.org), Infosys Finacle and Q2 8:00 – 8:30 a.m. BREAKFAST N. Hemisphere C-E

8:30 – 9:30 a.m. GENERAL SESSION N. Hemisphere A-B Combating Cybercrime in the Financial Service Industry Sponsored by Q-Cash Financial Theresa Payton, Former White House CIO, Cybersecurity Authority & Expert on Identity Theft and the Internet of Things

Payton discusses how and why the financial services industry’s heavy investment in cybersecurity has not eliminated attacks and breaches, outlining three types of companies: those breached, those about to be breached, and those who don’t know they’ve been breached, offering solutions on how companies can better secure their assets.

9:45 - 10:45 a.m. CLOSING SESSIONN. Hemisphere A-B Culture that Rocks: How to Amp Up or Revolutionize a Company’s Culture Sponsored by Support EXP | Support Financial Resources

Jim Knight, Business Culture Expert, Former Hard Rock International Executive & Author of Culture That Rocks! This high-energy session pertains to any company involved in providing a product or service. Since every company has competitors, the focus of this interactive and visual session is how to differentiate your organization from the rest to become the business & employer-of-choice. Topics covered will include: A Differentiated Experience, Unacceptable Mediocrity, Becoming Guest Obsessed, Creating Raving Fans, Brand Amplifiers, 4-Letter Words, Mental Shelf Space and how ice cream, rock concerts and West Side Story can blow peoples’ minds.

10:45 – 11:00 a.m. CLOSING REMARKSN. Hemisphere A-B

CUNA Technology Council ConferenceCUNA Operations, Sales & Service Council Conference Combined sessions for both conferences

AGENDA

Meta to Micro — The Power of Big Data*Emerging Technologies Critical LeadershiftImplementing Performance Scorecards – Best Practices* Cybersecurity – From the Firewall to the DesktopPCI Compliance for Credit Unions, an Operational Perspective*Coaching the Coaches Creating a New Member ExperienceSPEED ROUNDS – Session 2Social Media for the Front Lines GENERAL SESSION: Economics UpdateRegulatory Compliance – What You Need to Know!* Building a Member-Friendly Sales CultureEngaged Employees Engage MembersCreating a Culture of InnovationAgile 101: What you Need to Understand about Introducing a Bi-Modal and Agile Approach into your Work Environment Gamification – If it’s not fun - why do it?An Ethical Hacker’s Perspective: 10 Things that make Attacks Easy

Agile 102 – A Panel DiscussionBuilding a Service Manifesto*Driving New Members through Indirect Conversions* To Incent or Not to Incent A/LM for Non-Financial Managers; Finding Your Voice in ALCO MeetingsAdvanced Emotional Intelligence: What Executives Need to Know about Bringing Out the Best in Their People The New FFIEC Cyber Security Guidelines: What should a CU do?*IT Leadership Panel: Transitioning from a Technical Expert to a Business LeaderHow do You Develop IT Talent?*Setting Goals for Branch StaffCyber Resilience and Incident Response for Financial InstitutionsWhat You Don’t Know Will Eventually Hurt You: The Evolving Role of Enterprise Risk Management (ERM) in Successful Organizations*Auditing Your Cloud Technology Providers

*These sessions include video.

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Were you unable to attend all the key sessions at the conference? Don’t worry! Purchase the CUNA Council’s recorded sessions to review the key points from each presentation or use as a cost-effective solution for staff development and training at your convenience.

Each session includes video and/or audio of the presentation in conjunction with the speakers’ PowerPoint.

CUNA Technology Council and CUNA Operations, Sales & Service Council Conference RECORDED SESSIONS now available!

Conference attendees receive access to these session recordings at a special, premium rate: $179 for CUNA Council members or $249 for non-members. Attendees can add on the other conference session recordings for $119. ($60 savings. Members pay less than $10/per session!)

RECORDED SESSIONS

CUNA Technology Council ConferenceCUNA Operations, Sales & Service Council Conference Combined sessions for both conferences