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2013 Annual Meeting and Convention

Event Details

8th Annual Meeting and Convention 



June 9-12, 2013

Roland E. Powell Convention Center

Ocean City, Maryland

Contact:  Dawn Johnson,, 443-325-0768

Credit Union Registration

Exhibitor Registration 









Keynote and Breakout Speakers (in order of appearance)


Yvonne EversYvonne Evers
Yvonne Evers is the owner of YME Coaching & Consulting, LLC, the author of PEAK Credit Union Board Performance – 5 Key Strategies to Reach the Top, and the creator of SUCCESSION, a web-based succession planning web tool for board members and CEOs. She not only has over 25 years of experience working as a consultant/coach in the credit union movement, but has also been on the board of the $1.7B University of Wisconsin Credit Union for 13 years and is currently the Vice Chair.


Bill Cates

Bill Cates is the author of three popular books on referrals. Unlimited Referrals and Get More Referrals Now! have revolutionized the way financial professionals generate abundant referrals, and have established him as the financial services industry’s foremost expert on building a thriving referral-based business. His newest book, Don’t Keep Me a Secret! was recently released. Mr. Cates is the president of Referral Coach International and the creator of The Referral Advantage Program, which has been featured in such publications as Success Magazine, Entrepreneur Magazine, Selling Power and The Wall Street Journal.





John McKechnie

John McKechnie
John McKechnie joined Total Spectrum as a Partner in 2011, following five years as Director of Public and Congressional Affairs at the National Credit Union Administration. His career in the credit union industry began as CUNA’s Director of Political Action and culminated as its chief federal lobbyist. Prior to joining the CUNA, he served as a congressional aide to Representative Stan Parris (R-VA), and as press secretary or organizational director for a number of gubernatorial and legislative campaigns throughout the Mid-Atlantic.





Jay Johnson

Jay Johnson
Jay Johnson, Executive Vice President of Callahan & Associates, has over 20 years of financial industry experience working at top 20 banks and within the credit union industry. Much of his work has focused on lending and capital market areas, as well as innovative new product development including Callahan's prominent Peer-to-Peer data analytics software. Jay also leads Callahan's industry analysis through webinars, including the much anticipated quarterly Trendwatch calls,, and Callahan's top publication, Credit Union Strategy & Performance.




Laurie Maddalena
Laurie Maddalena is an executive coach and leadership consultant with Envision Excellence. Laurie facilitates leadership development programs for managers and executives, and works with credit unions in the areas of executive and leadership coaching, management training, Myers-Briggs facilitation, and leadership assessments. Prior to establishing her business, Laurie served as Vice President of Human Resources/Organizational Development at Montgomery County Teachers FCU. Under Laurie’s leadership, MCT was awarded the “Excellent Place to Work” designation by the Maryland Work~Life Alliance for seven years in a row.





Michael Fryzel
Michael Fryzel served as Chairman of the NCUA Board from 2007 to 2009. His term on the NCUA Board expires August 2, 2013.  During his service as Chairman, he proposed the creation of the Temporary Corporate Credit Union Stabilization Fund, a critical tool in helping to ease the impact on the credit union system of the cost of resolving the corporate credit union crisis.  He also requested and received from Congress the authority to increase the borrowing authority of the Central Liquidity Facility from $1.5 billion to $41.5 billion.  He promoted the Credit Union Homeowner Affordability Relief Program and the Credit Union Homeowner System Investment Program, overhauled examination operations and implemented the National Exam Team to focus on large, troubled credit unions.




Jane Pannier

Jane Pannier became senior vice president of NeighborBench, a cloud-based platform that connects credit unions with a team of compliance experts, in August 2012. She is a former CEO of the $75 million REALTORS Federal Credit Union. Before joining REALTORS FCU, she served as partner in The Rochdale Group and as senior compliance counsel for NAFCU.





Karen Killian
Karen Killian has more than 25 years of experience developing, launching, and implementing successful branding and marketing strategies and campaigns that produce measurable results. At LMD, she leads the strategic planning, marketing, and business development disciplines for the agency. She contributes strategically on accounts in all industries, including finance; local, state, and federal government; higher education; healthcare; non-profit; and technology.




Frank Aloi
Frank Aloi has been a leader in customer experience research, brand development, forecasting, and marketing strategy for two decades. He has developed and implemented successful market strategies through highly customized research initiatives, internal measurement programs and tailored training and development systems with some of the largest banking and financial institutions in the world. His firm is one of the 500 fastest growing privately held companies in the U.S. and one of the top-10 fastest growing companies in Massachusetts.






Teri Yanovitch
As a former keynote speaker and seminar leader with the Disney Institute, Teri Yanovitch has shared exemplary practices of customer service with organizations world-wide.  She also facilitated cultural change as an executive with Philip Crosby Associates, the company that revolutionized total quality management.  She started T.A.Yanovitch, Inc., in 1991, helping many diverse organizations, such as AAA, Marriott, Ernst & Young, Subway and First Citizens Banks, to become the best in service. Her highly acclaimed book Unleashing Excellence – The Complete Guide to Ultimate Customer Service serves as a guidebook to leaders looking to create a culture of service excellence and quality.






Cheryl Lawson

Cheryl Lawson
Cheryl Lawson has more than 30 years of experience in financial operations, consulting, communications, training and project management.  She joined JMFA in 2001 and currently serves as the compliance liaison for the company and had formerly served as JMFA's EVP-Implementation, leading and directing the consulting team.  She previously held positions with IBM and Chase Manhattan and, as Managing Consultant for DACG, Inc., is credited with saving approximately $10 million with the introduction of high efficiency technology.  


Gail Laster
Gail Laster

As the Director of the Office of Consumer Protection at the National Credit Union Administration (NCUA), Gail Laster has the overall responsibility for NCUA's fair lending, consumer protection, and chartering programs and policies.  Prior to joining NCUA, Gail Laster was a Deputy Chief Counsel for the House Financial Services Committee.  She previously served as General Counsel to the U.S. Department of Housing and Urban Development, as Director of Governmental Relations for the Legal Services Corporation, and as Counsel to both the Senate Judiciary and Labor and Human Resources Committees.  She also participated in drafting many of the consumer protection laws with with credit unions are expected to comply, including the Dodd-Frank Wall Street Reform and Consumer Protection Act.    


Dr. Jeff Norris
Dr. Jeff Norris is a leading NASA scientist in the fields of robotics, visualization, and spacecraft control.  At the NASA Jet Propulsion Laboratory he leads the organization responsible for the software, people and processes that command fifteen robotic spacecraft throughout the solar system.  Dr. Norris was a mission controller for the Mars Exploration Rovers and received NASA’s top software award for the system he led for that mission.  He received bachelor’s and master’s degrees in computer science from Massachusetts Institute of Technology and a Ph.D. in computer science from University of Southern California.





(Schedule subject to change)

Event fees


  • Credit unions >$50M in assets - $390
  • Credit unions <$50M in assets - $325
  • Guests - $150 (includes all meals and social events except crab feast and golf)

Crab Feast: Sunday, June 9, 2013, 2:00 - 5:00 pm

Hooper's Crab House

12913 Ocean Gateway Ocean City, MD 21842

All you can eat steamed crabs, steamed shrimp, fried chicken, corn on the cob, hush puppies, beer,
soft drinks, and coffee

  • Adults - $60
  • Children 3-10 - $20

Golf: Monday, June 10, 2013, 7:30 am

Man O'War at Glenriddle

11501 Maid at Arms Lane

Berlin, MD 21881

7:30 am - Registration and Continental Breakfast

8:30 am - Shotgun start

$125 per person


  • Greens fees and cart
  • Continental Breakfast
  • Lunch
  • Beverage cart on course
  • Use of practice facilities and range balls
  • Curbside bag drop



Sunday, June 9, 2013


2:00 to 5:00 pm            CrabFeast*

 Monday, June 10, 2013


8:00am                       Golf Tournament*
12:00 - 3:30 pm           Registration and Internet Cafe Open
1:30 – 3:30 pm            PEAK Credit Union Board Performance (Pre-Conference Workshop)
6:00 – 7:00 pm            Exhibit Hall Grand Opening
7:00 – 11:00 pm          Blow Out Block Party featuring music by The Reagan Years (Sponsored by CUNA Mutual Group)


Tuesday, June 11, 2013


7:00 – 8:00 am            Continental Breakfast

8:00 – 10:15 am          Welcome Address John Bratsakis 

                                   Annual Business Meeting

                                   Keynote Speaker Bill Cates:  Discovering Forgotten Gold   

10:30 – 11:45 am        Breakout Sessions

                                     - Mining for Gold

                                     - Succession Planning for CEOs and Senior Management

                                     - NCUA and Fraud

                                     - Succeeding in Mortgage Lending

                                     - Talent Management:  5 Best Practices for Building an Outstanding Team

12:00 – 1:30 pm          Keynote Luncheon; Michael Fryzel, NCUA

                                   Retirement Acknowledgements

1:45 – 3:00 pm            Breakout Sessions

                                     - Enterprise Risk Management

                                     - Consumer Financial Protection Bureau

                                     - Generational Marketing

                                     - Understanding the Ideal State of Banking and the Opportunity for the Credit Union Market

                                     - The Effective Executive: 6 Proven Strategies for Getting the Most Out of Your People
                                        So You Can Focus on What's
Really Important      


3:15 – 4:30 pm            Dessert Social



Wednesday, June 12, 2013


7:00 – 9:00 am            Registration Open & Internet Café
7:30 – 8:30 am            CEO Breakfast with Michael Fryzel, NCUA
                                    Business Partners Invited
7:30 – 8:30 am            Country Style Breakfast
8:30 – 9:00 am            Professional of the Year, Volunteer of the Year and Cherry Blossom awards
9:00 – 10:00 am          Keynote Speaker
                                    Teri Yanovitch
                                    Creating a Culture of Service Excellence

10:15 – 11:15 am        Breakout Sessions

                                    - Toolkit for Delivering Service Excellence

                                    - Effectively Branding Your Credit Union

                                    - Clarity on Overdraft Programs within an Uncertain Regulatory Environment

                                    - New Mortgage Rules & the Interagency Implementation Plan

                                    - Achieving Consistent Growth in Today's Environment  


 11:30 am–12:30 pm   Closing General Session
                                    Dr. Jeff Norris, NASA Scientist
                                    Mission Critical Agility

 12:30 - 12:45 pm        Closing Remarks
                                    John Bratsakis


*Ticketed event




Monday, June 10
1:30 to 3:30 pm

Pre-conference Workshop
PEAK Credit Union Board Performance

The better the Board of Directors of a credit union, the bigger the impact it makes on the success of the credit union and its members. Each board member contributes to the legacy of the organization. Shouldn’t you have a board that is performing at its peak? In this session, you will learn the five key strategies that all boards need to implement to be successful.


Tuesday, June 11
10:30 to 11:45 am

Mining for Gold

Is it possible to generate more word of mouth, referrals, and personal introductions without looking like an over aggressive salesperson? You bet it is! Bill Cates will show you specific strategies and tactics you can bring back to your organization to stimulate business growth in whatever direction you choose to focus.

Succession Planning for CEOs and Senior Management

Learn the roles and responsibilities of the board and the CEO in succession planning. This session will provide the steps to developing a comprehensive plan for both the CEO and Senior Management.

NCUA:  Fraud Prevention, Examination & Comment Processes

This session will focus on fraud prevention from a legal and regulatory perspective, with an emphasis on new technology and new requirements to prevent and detect fraudulent and illegal activity.   You will also get an insider's look into the NCUA examination and comment processes.  

Succeeding in Mortgage Lending

Credit unions captured a record share of the national mortgage lending market in 2012 as first mortgage volume jumped 50%.  Credit union mortgage activity has picked up as low rates have led to a surge in refinancing, but will it continue once the refi boom ends?  Hear from credit unions that are positioning for long-term mortgage lending success, regardless of the interest rate environment.

Talent Management: 5 Best Practices for Building an Outstanding Team

This session will share five best practices for building your executive, management, and departmental teams with the best talent. Learn strategies for hiring outstanding candidates as well as managing talent to achieve the best results.


1:45 to 3:00 pm

Enterprise Risk Management

NCUA has announced that its primary examination focus in 2013 will be evaluating how credit unions are managing risk.  Are you prepared to meet NCUA's expectations?  This session will look at the primary areas of risk within your organization and the components of an effective risk management program:  periodic risk assessments; risk mitigation and controls; and risk measurement and monitoring.  Learn what you need to do to position your credit union to meet the challenges imposed by the risks inherent in our fast-changing marketplace.  

Consumer Financial Protection Bureau

The Consumer Financial Protection Bureau has quickly become a central regulatory factor in every credit union operation, regardless of size.  This session will discuss CFPB, its operation and activities, its political situation, and strategies for dealing with it effectively and without burden or disruption to your members.  

Generational Marketing

Credit union members and audiences span multiple generations - from teenagers and young adults to seniors and everything in between. Each demographic represents an opportunity for credit unions to deepen their relationship with current members and generate new ones. How can your marketing appeal to and effectively address each generation's wants, needs, and preferences? This session will provide a practical understanding of generational marketing to help you maximize the value of each of your generational segments. In particular, we'll examine marketing to Generations X, Y, and Z and how to strategically and effectively target them with generationally appropriate messages and offerings.

Understanding the Ideal State of Banking and the Opportunity for the Credit Union Market

In today's market, a number of metrics are used to measure the member (or customer) experience. Today's presentation will examine the value of using Net Promoter Scores and Customer Indexes. Additional focus will be on the topic of evaluating your sales and service model.

The Effective Executive: 6 Proven Strategies for Getting the Most Out of Your People So You Can Focus on What's Really Important

This session is designed to teach managers and executives the tools for being more productive and effective as a leader so they can perform at their highest level. Leaders will learn how to get the best from their employees so they have time for the more important areas of planning, visioning, and focusing on strategy. Managers will learn how to engage their employees in the process so getting more from them is positive and productive. Both employees and managers will elevate their performance for maximum results.


Wednesday, June 12
10:15 to 11:15 am

Toolkit for Delivering Service Excellence

Recognizing it is everyone's role and responsibility to deliver excellent service, this session is a toolkit on how to deliver service that creates loyal members. Building loyal members happens with every interaction. This session will cover tips, tools and techniques.

Effectively Branding Your Credit Union

The financial services industry is fiercely competitive and customers have many choices. How can you stand out? What will help you retain your members and attract new ones? Building, growing, and maintaining a strong brand that differentiates your credit union and resonates with your audiences is key to competing in today's challenging marketplace.

Clarity on Overdraft Programs within an Uncertain Regulatory Environment

First the Consumer Financial Protection Bureau (CFPB) announced that it is withholding its final ruling on overdraft programs until it has reviewed the feedback it received regarding how new restrictions could possibly effects consumers and small financial institutions. Then legislation was re-introduced in Congress to tighten overdraft program regulations. If your concern about the uncertainty surrounding regulatory initiatives and legislative proposals on overdraft programs has you committing more dollars and staff time to deal with changing compliance expectations, don't miss this session.

New Mortgage Rules and the Interagency Implementation Plan

A discussion on recent developments in fair lending compliance and the low-income designation, as well as updates on NCUA's participation in interagency work on implementation plans for the new CFPB mortgage rules, and consumer affairs affecting credit union members.

Achieving Consistent Growth in Today's Environment  

Credit unions have reached new highs in membership, assets and market share, but the challenge for many is how to maintain a consistent growth trajectory in an increasingly competitive marketplace.  This panel of credit union leaders will share strategies and tactics they have employed to build a model that drives sustainable growth in both members and relationships. 




Hilton Suites Oceanfront
3200 North Baltimore Avenue
Ocean City, MD 21842
June 9 - $319.00
June 10 - $284.00
June 11 - $284.00

Holiday Inn Oceanfront
6600 Coastal Highway
Ocean City, MD 21842
June 9 - $179.00
June 10 - $179.00
June 11 - $179.00

Holiday Inn and Suites
1701 Atlantic Avenue
Ocean City, MD 21842
June 9 - $275.00
June 10 - $255.00
June 11 - $255.00