2 0 1 1 E X E C U T IV E

MANAGE-MENT

Winning the Battle for Insurance Business

October 30-31, 2012Wyndham Gettysburg Gettysburg, PARegister at iabgroup.com/EMC2012.

This conference will

help your agency:

Grow business by exceeding

customer expectations.

Strengthen market position

through branding.

Maximize market value with

proper valuation.

Increase revenue through

a sales culture shift.

From the

Chairman’s Desk

To:Independent A

gency Principals

From: Norm Basso, CPCU

Chairma

n, Insura

nce Age

nts & Bro

kers Serv

ice Group

Inc.

Re:Taking th

e High Ground to

Capture Market S

hare

We are w

aging a p

ivotal bat

tle for ins

urance b

usiness.

It will be

won by

those wh

o are bra

ve enoug

h to ado

pt new s

trategies

and sav

vy enoug

h

to employ

more eff

ective tac

tics. On O

ctober 3

0, 2012, o

ur fourth

annual

Executive

Manage

ment Co

nference

(EMC 20

12) marc

hes into

Gettysbu

rg,

site of an

other piv

otal batt

le waged

nearly 1

50 years

ago.

EMC 201

2 is desi

gned for

high rank

ing office

rs who le

ad their

troops in

to

battle ev

ery day to

capture

more ma

rket shar

e while d

efending

their exi

sting

book of b

usiness.

Our expe

rt speake

rs will he

lp you be

tter unde

rstand a

variety of

issues th

at affect

your ope

rations, y

our staff

, your clie

nts, and

ultimately

, your ab

ility to w

in more b

usiness.

We’ve a

lso plann

ed some

evening

R&R tha

t include

s a speci

al guest a

t

our spon

sor recep

tion and

a private

tour of

the Nation

al Militar

y Park

Museum

. This wi

ll be a hi

storic ev

ent you w

on’t wan

t to miss

. I hope

to see yo

u there.

Read mor

e and enli

st at iabg

roup.com

/EMC2012

or call (80

0) 998-96

44.

COnference

sponsorsEMC 2012 is made possible through

the generous support of our sponsors.Please visit their booths to learn more

about their products and services.

Benefactors:

Partners:

Cre

dit

: P

au

l W

itt

1

Winning the Battle for Insurance Business

EMC Schedule at a Glance

Tuesday, October 30

11:00 a.m.-

12:30 p.m. IA&B Annual Meeting & lunch (optional—members only.)

12:30-1:00 p.m. Enlistment

EMC registr

ation

1:00-3:00 p.m. Developing, Marketing and Living Your Agency Brand (part 1)

3:00-3:15 p.m. Break with Sponsors

3:15-4:30 p.m. Developing, Marketing and Living Your Agency Brand (part 2)

4:30-6:00 p.m. Steel Horse Power Hour

Sponsor

Welcome Recept

ion with a specia

l guest

Sponsored by Progressive

6:00-9:00 p.m. A Night at the Museum

Exclusiv

e evening access

to the

Gettysburg V

isitors Center

Sponsored by Donegal

Wednesday, October 31

7:00-8:00 a.m. Breakfast and Sponsor Engagement

8:00-10:00 a.m. Concurrent Session 1

Option A—Agency Valuations—What You Really Need to Know

Option B—Social Media—What’s Working Best Today

Option C—Fundamentals of Managing Performance

10:00-10:15 a.m. Break with Sponsors

10:15-Noon Concurrent Session 2

Option A—The Cost of a Sale and Producer Compensation

Option B—24/7 Service—Is Your Agency Ready to Deliver in Real Time

Option C—Agency Agreements—Knowing What You’re Signing

Noon-1:00 p.m. Lunch and Sponsor Engagement

1:00-3:00 p.m. Concurrent Session 3

Option A— Creating a Sales Culture

Option B— Social Media—What’s Working Best Today (repeated)

Option C— Fundamentals of Managing Performance (repeated)

3:00-5:00 p.m. Concurrent Session 4

Option A—CSRs—Making the Cross-Selling Connection

Option B—Agency Agreements–Knowing What You’re Signing (repeated)

See descriptions on pages 3 and 4.

Current as of printing.

Annual MeetingMembers can arrive early to attend the

IA&B Annual Meeting where association leaders

recap the past year’s accomplishments and

highlight initiatives planned for 2013.

See how IA&B staff and resources are being

directed to meet the needs of member agencies.

Register for the Annual Meeting when you

complete your registration for the conference.

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Tuesday, October 30Branding Battle Plan: Defend the High Ground

Just as the smaller forces of the Union army seized and held the high ground aroundGettysburg, independent agencies can develop and defend a favorable position in

the insurance marketplace. The key is an effective branding battle plan.

1:00 - 4:30 PMoDeveloping, Marketing andLiving Your Agency Brand

oBuild a brand that engages your clients, intrigues yourprospects and inspires your troops. Fortune 500 companiesmake it look easy. But what if you’re an army of five?

You must build a brand that communicates your uniquequalities and makes you the agent of choice. Insurance industry expert Robert Allan Paul will show you how to use the same marketing principles as large companies tobuild your brand and achieve your goals.

Actionable information will immediately help you:• understand key branding concepts• develop your brand vision and define your brand values• establish a brand statement—articulating your vision,

values and attributes• create a brand strategy with key action steps and media tactics• deliver on your brand promise (i.e. live your brand)

4:30 - 6:00 p.m.oSteel Horse Power Hour

oThis welcome and networking reception is your best opportunity to visit with our generous sponsors and thankthem for their support of EMC while learning about theirproducts and services. This event will feature a special guest — the new Trusted Choice® Chopper for Charity. Commissioned by IIABA (the Big “I”) and built by OrangeCounty Choppers, this custom motorcycle is touring thecountry to raise awareness of Trusted Choice agents and money for the Make-A-Wish Foundation®.See this chopper built in the Sept. 17 episode of American Chopper on the Discovery channel.

6:00 - 9:00 p.m.oA Night at the Museum

oWe’ve arranged exclusive evening access to the Gettysburg Museum & Visitor Center.EMC attendees and guests will enjoy a privatescreening of the short film A New Birth of Freedom, a walk through the restored Gettysburg Cyclorama and entry to all exhibit galleries. Enjoy the museum without the usual congestion of tourists. A dessert and coffee bar will be included. Transportation provided.

guests welcomeYour admission to the museum reception is included with your EMC registration fee.We also encourage you to invite guests to this event. Guest admission pricing:

Adults: $40

Students (15 and under): $25

DAY O

NE

Courtesy of Carl Shuman.

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Wednesday, October 31Without Operational Excellence You’re Fighting an Uphill Battle

General Lee’s plans were ambitious, but ended in disaster at Gettysburg. Your success will depend on smart business decisions and the ability to motivate your forces to execute your mission.

These following breakout sessions allow you to customize your EMC experience.

Agency Valuations—What YouReally Need to KnowChris Burand, President & Owner,

Burand & Associates, LLCBuying or selling an agency now or in the future? This session willhelp you understand the importance of doing agency valuationsthe right way. You’ll learn key factors to consider, including:

• why due diligence is critical• what deal structure is best for you• why price may have to vary depending on who the buyer is • laws and regs stipulating which valuation method must be used• why balance sheets matter and why “multiple of” factors

miss the point––––––––––––––––––––––––––––––––––––––––––––––––

Social Media— What’s Working Best Today

Steve Anderson, President, The Anderson Network Inc.You’ve heard that agencies need to “get in the social mediagame” to connect with prospects and clients. But after all thebuzz, is it really working? Now hear real-world examples of what is and isn’t working and learn answers to questions, like:

• What are successful agencies doing? • How do you measure your success?• Is it really worth the time and effort?• How do I manage a balanced marketing approach?––––––––––––––––––––––––––––––––––––––––––––––––Fundamentals of managing

performance Chester Mosteller, Founder & President,

Mosteller & Associates Jeff Gerhart, Senior Associate, Mosteller & AssociatesAre you honest and fair with annual appraisals? Can you moti-vate challenged employees? This session will cover fundamentalsof managing staff performance while dipping into hiring andcompensation best practices. Gain a better understanding of:

• performance appraisal systems• what’s the best criteria—behavior, traits or outcomes• keeping or letting go of marginal performers• sourcing & recruiting strategies• compensation strategies• Fair Labor Standards Act––––––––––––––––––––––––––––––––––––––––––––––––

The Cost of a Sale andProducer Compensation

Chris Burand, President & Owner, Burand & Associates, LLC

Agencies achieve higher profits by tailoring their producer compensation to their specific situations. This session revisits traditional compensation plans and helps you envision a new system that’s designed to meet your agency’s unique needs. Gain a better understanding of:

• your agency’s real cost of sales• points at which producers pay for themselves• the importance of focusing on profitable accounts• tailored plans that consider account size, required staff

services, and agency goals

24/7 Service—Is Your Agency Ready to Deliver in Real TimeSteve Anderson, President, The Anderson Network Inc.

Technology continues to change the customer service landscape.Agencies must provide traditional customer service while integrat-ing new technology, including social media and mobile communica-tion. Learn about modern customer service strategies that include:

• distinctive value that builds long-term relationships• voice-of-the-customer strategies• unified communications • social media support • a vibrant Internet presence • mobile integration–––––––––––––––––––––––––––––––––––––––––––––––––––Agency Agreements–Knowing

What You’re SigningJason Ernest, Esq., VP Advocacy, General Counsel, IA&B

Claire Pantaloni, CIC, CISRIndustry Affairs Director, IA&B

Agency agreements are full of legalese and often make little senseto the untrained eye. Frustrated agents may even sign a contractwithout knowing what’s in it. Gain a greater understanding ofagreements and tools designed to protect your agency. You’ll learn:

• common provisions covered• what should and shouldn’t be included • what you need to be cautious of • examples of how companies ask for too much –––––––––––––––––––––––––––––––––––––––––––––––––––

Creating a Sales CultureMaureen Gallagher, Michigan Managing Director,

Neace Lukens

In a sales culture, staff is actively engaged in practicing and promotingwhat the agency does best. Create a culture in which all sales challenges—prospecting, overcoming objections, manipulation, salespressure, pitching, hard selling, tension, and stress—are positivelymanaged. Focus on:

• creating & recognizing differentiators for your agency• understanding what it really takes to be a peak producer• establishing expectations for excellence in the sales process• training that develops necessary skills, abilities and confidence• marketing strategies and the principles of persuasion• mentoring and coaching ––––––––––––––––––––––––––––––––––––––––––––––––

CSRs—Making theCross-Selling ConnectionMaureen Gallagher, Michigan Managing Director,

Neace Lukens

Are your CSRs cross-selling? Do they see themselves as only problemsolvers, not sales reps? Are they missing the connection between solutions and sales? Train and motivate CSRs to embrace cross-sellingas customer service and profit making opportunities. Learn how to:

• assess ability to up sell and deliver quality service • create cross-sell strategies when customers aren’t interested• develop the habit of integrating sales into every appropriate call• help CSRs master time management to juggle multiple priorities• master call transitioning–addressing immediate needs,

then seizing sales• reward and recognize CSRs for cross-selling efforts

DAY tw

o

8:00 A.M. - 5:00 p.m. (For session times see page 2.)

4

Steve AndersonPresident, The Anderson Network Inc.

One of the industry's top technologyspeakers and consultants, Anderson offers training and guidance to independent agencies to maximize productivity and profit using technology.An independent agent for 30 years, his knowledge of internal operations,marketing and sales management giveshim key insights. A prolific writer whocan translate “geek speak,” Anderson

is on the editorial staff of Rough Notes with his column, “Agency Marketing Technology.” He is Dean of the School of Technology forIIABA’s Virtual University and a member of the national faculty for the Society of Certified Insurance Counselors.

Chris Burand President & Owner, Burand & Associates, LLC

A leading consultant for agency valuations, producer compensation,E&O procedure reviews and agencyoperation reviews, Burand providesthe acclaimed Contingency ContractAnalysis® with the largest data/knowledge base of contingency contracts in the industry. Burand hasled 200 seminars and educational

programs and has been widely published in Insurance Journal,Rough Notes, The National Underwriter, A.M. Best and manyregional pubs. He also publishes Burand’s Insurance Agency Adviser for independent agents. Burand is a department head forIIABA’s Virtual University, an approved E&O auditor for Utica andWestport and a certified business appraiser.

Jason Ernest, Esq.VP, Advocacy and Chief Counsel, Insurance Agents & Brokers

Heading the Advocacy Departmentat IA&B, Ernest oversees legal, government and industry affairs, as well as marketing and public relations.He holds a degree in public policy fromPenn State and a law degree fromWidener University School of Law.Ernest has successfully argued beforethe Pa. Insurance Department and the

Commonwealth Court, representing the interests of independentagents. He manages IA&B’s lobbying in Harrisburg, Annapolis andDover, identifying issues and advocating on behalf of members.

Maureen GallagherMichigan Managing Director,Neace Lukens

A regional director with a large insurance,risk management and consulting firm, Gallagher also created the Insurance Partners Academy, an educational company, and serves as its director. She was previously president and CEO of Acordia of Michigan (Wells Fargo), following a decade as head of her ownagency. Risk and Insurance has

recognized her as a “Power Broker,” placing her among the best brokers in the country. Business Insurance named her one of its “Women toWatch” in 2011, and she consistently makes the Chairman’s Club as a $1 million-plus producer. A frequent presenter, Gallagher is a faculty member of the National Alliance for Insurance Education and Research.

Jeffrey GerhartSenior Associate, Mosteller & Associates

With more than 25 years of experience in HR consulting, Gerhart has focused on the areas of compensation, benefits,payroll and HR information systemsthroughout his career. He has successfullydesigned and implemented programchanges that have resulted in culturalshifts and improved operational efficiencies for a variety of organizations.Gerhart has extensive experience in job

assessment, market and pay analysis, and designing and implementing organization-wide pay changes and performance management systems.

Chester MostellerFounder & President, Mosteller & Associates

Mosteller has been a HR consultant to a variety of organizations since1994, serving several years as the top HR executive in a premier, nationwide company. He has developed salary administration programs; identified position competitiveness utilizing salary surveys and other sources; developed

incentive, bonus, commission and other salary deferral programs; and designed executive compensation packages. His training experience is in development of programs for all levels of employees, including premier middle and upper management leadership programs.

Claire Pantaloni,CIC, CISRIndustry Affairs DirectorInsurance Agents & Brokers

For more than 11 years, Pantaloni hasresearched legal, regulatory and industry issues affecting independentagents. She develops comprehensive resources that members use to betterunderstand and comply with laws, regulations and carrier requirements. Prior to working for IA&B, Pantaloni

was deputy regional manager of the Paris region for a French insurancecompany. She holds an undergraduate degree in foreign languages and a master’s degree in business administration.C

Onference speakers

Robert Allan PaulPresident Company of One

As a seasoned marketer with experienceon all sides of the agency-media-client relationship, Paul presents a unique, universal perspective on the brandingprocess. His entertaining, engaging Company of One programs have enhancedthe lives and careers of thousands ofagents, brokers and owners nationwide. In his 30-year career, Paul has helpedozens of companies build brands and

grow business. He has served as VP and Managing Director of Cuneo Advertising, where he helped engineer a successful agency developmentprogram. He also served as VP of Marketing for Project CAP, a digital marketing initiative for independent agents.

5

____________________________________________________________________________Name

____________________________________________________________________________Nickname for Badge

____________________________________________________________________________Agency/Company Name � Agency � Insurance Company

____________________________________________________________________________Address

____________________________________________________City

____________________________________________________State Zip + 4

____________________________________________________E-mail Address (Required)

Registration Fee:Member: $189 per registrantNon-Member: $269 per registrantFee includes EMC & Night at the Museum. Fee must accompany registration form.

Museum Guest Fee: Adults: $40 / Students (15 & under): $25Fee includes transportation, museum attractions & dessert reception.

Please select all that apply:� IA&B Annual Meeting and Luncheon: No fee � 2012 Executive Management Conference: $___________ (Includes EMC and Night at the Museum event) � I will attend the Night at the Museum event. � I will not attend the Night at the Museum event.� Guest/Student Registration $___________ Night at the Museum event ________________________________________________ ________________________________________________ Guest/Student Name(s) Payment � Check enclosed payable to IA&B. Returned checks may be assessed a $20 fee. � Charge to my Credit/Debit Card � Personal � Corporate Credit/Debit Card type: � Visa � MasterCard � American Express

____________________________________________________Credit/Debit Card Number

____________________________________________________Expiration Date

____________________________________________________Name of Cardholder

____________________________________________________Signature of Cardholder

Registration Policiesand Disclaimers:Full registration fee must accompany registration form. All fees include instruction, materials, meals and coffeebreaks. The difference in member and non-member fees may be applied towardnew membership if eligible. Registrationfees are deductible as ordinary business expenses, but may not be deducted as charitable contributions. Dates, fees and locations are subject to change.

Cancellation policy:Cancellations received up to 10 days beforethe program are refundable. After that,cancellations are subject to penalty. Substitutions are honored any time. Noshows result in forfeiture of registration fee.

program confirmation:Confirmation is e-mailed upon registrationand includes program agenda along withhotel information.

americans withdisabilities act:In accordance with Title III of the Americanswith Disabilities Act (ADA), program registrants with disabilities may requestspecial accommodations. Please submit requests to IA&B in advance.

IA&B Office Use:

___________________________________Date Received

___________________________________Amount Check Number P A

___________________________________Date Entered

___________________________________Code

Overnightaccommodations

The Wyndham Gettysburg will

offer a special room rate ($129

single/double) to EMC attendees.

Contact the hotel directly at

(866) 845-8885. Mention the

IA&B Executive Management

Conference to receive our special

room rate. The reservation cut-off

date is October 8, 2012 and rates

are subject to change afterward.

Located along U.S Route 15 on

a 100-acre campus called Gateway

Gettysburg, the Wyndham

is centrally located near tourist

attractions, outlet shopping, and

various activities. Next door is the

Gateway Theater, showing the

latest feature films on one of the

nation’s largest digital movie

screens. The theater also features

an exclusive 30-minute film,

“Fields of Freedom,” about the

Battle of Gettysburg.

Register online at iabgroup.com/EMC2012,call (800) 998-9644 or complete the form below and

mail it to IA&B, 5050 Ritter Road, Mechanicsburg PA 17055.––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––

Registration form2012 Executive Management Conference––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––

Note: Registration form for use by agents and sponsor company representatives.Non-sponsoring company representatives should refer to sponsorship opportunities to attend.

Registration Deadline: October 19

6

[back cover—to appear as back cover of old book with rough-eged spon-sor ad lying on top]Sponsor ad to come