SHAPING A SUCCESSFUL PARTNERSHIPEVENT GUIDE

Sponsored by:

Thursday 26 June America Square Conference Centre, Londonpostevents.co.uk/affinity

#postaffinity

Dear Delegate,

Welcome to Affinity 2014.

As the only conference that is dedicated to this vibrant niche section of the market, today provides a unique opportunity to catch up with familiar faces, build new relationships and hear from leading industry players on both sides of the partnership.

The last year has seen us resiliently adapt to the regulatory changeover and continue to thrive in the aftermath. Affinity 2014 aims to keep you at the forefront of the shifting tide and show you how to harness change to benefit your business.

Today focuses on many vital areas of our industry, from the new doors ABS licences have opened, to embracing the exciting opportunities that technology has introduced. We hope that all the sessions provide you with stimulating insights and genuinely business useful information.

As always, we encourage you to get everything you can out of the day, by putting questions to our speakers during sessions or taking advantage of the chance to chat with them in the networking breaks. You can also tweet us any questions you have with #postaffinity and they may be asked on your behalf.

Once again welcome to Affinity 2014, if you require assistance at any point during the day please find Lee Heyes at the registration desk and she will be more than happy to assist you. On behalf of the whole team here at Post, we hope you enjoy your day.

Regards,

Jonathan Swiftdirector of content, Post

postevents.co.uk/affinity

WELCOME

• The conference will begin promptly at 09.45. You are kindly asked to vacate the main conference room during breaks so that our technical crew can run through the next presentations with speakers.

• Please ensure that all mobile phones are switched off during the sessions.• Please feel encouraged to participate in the conference by making use of the question

and answer sessions. Our speakers look forward to being questioned or challenged in their particular area of expertise and lively debate is encouraged.

• Following the conference you will receive a link to a feedback form and the presentations from the day.

CPD POINTSThis event has been accredited by the CII and can be included as part of your CII CPD requirement should you consider it relevant to your professional development needs. In order to redeem your CPD points please see a member of the events staff at the registration desk on the day of the event. Or after the event has taken place, please email Lee Heyes in order to receive a copy of your confirmation letter at lee.heyes@incisivemedia.com

AFFINITY SPONSORED BYThe Parabis Group is dedicated to providing high-quality services and delivering innovative, practical solutions. From full legal support including bespoke consumer lines and uninsured loss recovery, to risk assessment and fraud, our committed team of professionals combines experience with commercial expertise to ensure our clients’ operations run smoothly. We work in partnership with our clients to minimise complications and maximise cost-efficiency. Our experience tells us that no two needs are the same. That’s why Parabis has grown from its original focus on legal services into an organisation with a rapidly expanding portfolio of services. A multi-disciplinary approach means we deliver bespoke, targeted solutions.

parabisgroup.co.uk

USEFUL INFORMATION

9.10 REGISTRATION & NETWORKING

9.45 CHAIRMAN’S ADDRESS JONATHAN SWIFT, director of content, Post

9.50 OPENING KEYNOTE: WHY BRANDS SHOULD ENTER AFFINITY PARTNERSHIPS Covering the many benefits of forming an affinity partnership.

Key take away: Hearing from the brand’s perspective.JOHN BRADY, financial services director, John Lewis

10.10 REGULATION REVIEW: ONE YEAR ON FROM THE REGULATORY CHANGE OVER Did the regulatory changes effect the management of affinity partnerships? What will be the on-going effect?

Key take away: A good overview of the impacts regulation can have in the affinity sector.NIKKI BENNETT, compliance strategy & operations director, UKGI

10.40 ENTER THE WORLD OF ABS PART ONE: NAVIGATING THE COMPLEX WORLD OF ABS APPLICATIONS

Follow the journey of gaining ABS licensing from start to finish. Assessing the advantages of forming an affinity partnership with a law firm.

Key take away: The key points following the introduction of ABS licensing.TIM ROBERTS, commercial director, The Parabis Group

PART TWO: BENEFITS OF WIDER CONSUMER LEGAL SERVICES ABS licences have opened up the market: How to tap into that area of growth. Case study: Sharing the long journey to ABS success.

Key take away: Evaluating the ups and downs of ABS licensing. Was the venture worthwhile? MICHAEL GEORGE DAVIDSON, head of business development - consumer, The Parabis GroupDAVID JABBARI, head of consumer law, The Parabis Group

11.20 COFFEE & NETWORKING

11.45 TECHNOLOGY INSPIRED PARTNERSHIPS Exploring how innovative collaborations can enhance the customer journey. Case study: Utilising technology within partnerships.

Key take away: Illustrating the impact of service and technology on affinity propositions.ROB UPTON, director of sales and marketing, CEGA GroupTERENCE TRENCH, director – mobile payment solutions, Barclays

PROGRAMME

12.10 THE FUTURE IS OMNI-CHANNEL A holistic approach: Creating seamless channel interactions for the customer. The importance of working in real time. Case studies: To exemplify how to implement an omni-channel strategy.

Key take away: How an omni-channel approach will increase customer loyalty, engagement and retention.DAVE PATTMAN, customer solutions director, Webhelp UK

12.35 PANEL DEBATE: THE FATE OF AGGREGATORS Get the full picture of an aggregator partnership - pros and cons from all sides. Looking into the actions of the Competition and Markets Authority: Are the results what the industry wanted?

Key take away: All the facts to make an informed decision about current or future partnerships with aggregators.ROD JONES, insurance commercial manager, uSwitchCOLIN WALLACE, head of partnership management, ACE

13.10 LUNCH & NETWORKING

14.10 RECOGNISE UNTAPPED PARTS OF THE AFFINITY MARKET AND NEW AREAS OF GROWTH Identifying where the future areas of growth are in the market. Is there value in niche markets?

Key take away: Examining how the variety of data available can identify new areas of the market and focus the development of niche products.ADRIAN SCOTT, product sales and distribution, Thistle Insurance Services

14.35 AN EXPERT PERSPECTIVE: KEY ISSUES IN CUSTOMER SERVICE The state of customer satisfaction in the UK: Drivers of complaints and complaint handling. Looking at how to improve customer satisfaction and loyalty. Answering fundamental questions such as what is most valued, price or service?

Key take away: An insight into critical trends and customer satisfaction that can have a practical impact on your business success.BRIAN WESTON, director of marketing and communications, Institute of Customer Service

14.55 PANEL DEBATE: PERFECT PARTNERSHIP - WHAT EACH SIDE CAN BRING TO THE TABLE Considering the benefits both sides can bring to a partnership. Understand what your partner needs out of the affinity relationship. A focus on soft skills development.

Key take away: Learn how your peers handle their partnerships to get desired results on both sides. MARK ALLAN, managing director - personal intermediated business, RSASIMON JONES, group head, CIB at Collinson GroupAKHIL SHAH, commercial manager - insurance, DebenhamsWILL THOMPSON, affinity insurance adviser, Motability

15.30 CHAIRMAN’S CONCLUSION

15.35 CLOSE OF CONFERENCE

PROGRAMME

SPEAKERSMARK ALLAN managing director - personal intermediated business, RSAMark Allan is the managing director of RSA’s personal intermediated business. He’s responsible for working with our partners across the retail, national and regional broker and private client sectors to deliver the strategy of this division. Mark has been with RSA for 19 years, having worked in a number of roles. His career within the company has been diverse and has included a number of large people leadership roles, most recently as director leading RSA’s UK claims and loss adjusting operations.

NIKKI BENNETT compliance strategy & operations director, UKGI Nikki Bennett has worked in general insurance for over 27 years, starting as a commercial insurance underwriter before specialising in compliance. She leads UKGI’s strategy and operations team and has a particular focus on, and experience of, providing compliance support to affinity groups. UKGI is one of the UK’s leading providers of compliance services for GI intermediaries of all kinds. They work extensively with affinity groups and have a practical understanding of the challenges firms in this sector face, taking a commercial approach to developing workable compliance solutions.

JOHN BRADY commercial director, John Lewis

John has worked at the John Lewis Partnership for over 8 years. After starting up Greenbee (a financial services and leisure proposition) in 2006, he migrated the business into the John Lewis brand in 2010 and now runs the insurance and card business. John’s responsibilities include owning the business P&Ls, leading the John Lewis financial services team and managing the provider relationships.Previously John has worked at Barclays, Lloyds TSB, GE Capital and Sunlife of Canada in a mixture of marketing, product, business development and relationship management roles. The high points in John’s career have been putting John Lewis Insurance on television, building a happy and engaged team and increasing sales & profit.

MICHAEL GEORGE DAVIDSON head of business development - consumer, The Parabis Group

A leading and accomplished senior executive within the professionals services arena in particular legal and financial services. Michael has held senior posts within a number of leading law firms providing affinity solutions to numerous blue chip brands. Previously at HBOS Plc. and Countywide Plc. Michael is recognised in the industry for his thought leadership and innovative legal service solutions; Michael joined Parabis, the UK’s number one ABS legal service provider business in 2014.

DAVID JABBARI head of consumer law, The Parabis Group

David is a qualified solicitor with degrees in law from Warwick and Oxford Universities. He joined Parabis in 2014 as a Partner and Head of Consumer Law. Prior to this David was a Partner and Board member at Pannone LLP and the first CEO of national law firm network Connect2Law. David was formerly a partner and the CEO of Barlow Lyde & Gilbert, during which time he handled both the acquisition of Halliwells’ insurance practice and the merger with Clyde & Co which was the biggest ever merger of two UK law firms. Following the merger of BLG and Clyde & Co in 2011, David became a Partner and the Chief Operating Officer of Clyde & Co. Prior to that David was a global director at international law firm Allen & Overy.

ROD JONES insurance commercial manager, uSwitchRod has insight into the insurance market and the role of price comparison services to customers, insurers, brokers and shareholders alike. Having previously worked for Towergate Insurance and GoCompare.com he is in the unique position of having a balanced viewpoint on the industry and the challenges it is facing.uSwitch is the UK’s number one comparison and switching service for energy and broadband. Its role as a consumer champion is to use its expertise to simplify the market for consumers and helped them make informed decisions.

SIMON JONES group head, CIB at Collinson GroupSimon leads our insurance broking and partnerships division, CIB. Responsible for the day-to-day management of the broking team he also leads some of the division’s key strategic partnerships. Simon has been with the group for over four years and during that time has driven the development and launch of a number of significant strategic product initiatives and led the teams responsible for some key client wins.Prior to joining Collinson Simon was Business Development Manager at Xchanging Claims Services and prior to that spent 10 years with MMS, the last 4 as a board director, a third-party administrator in the personal lines insurance arena.

DAVE PATTMAN customer solutions director, WebhelpDave joined Webhelp in 2013 from a strong background in multichannel customer experience, strategic insight and planning. Dave leads the design and delivery of innovative multichannel customer experience solutions. Previously, Dave worked with RBS for 7 years in customer experience roles. Prior to this he was in brand marketing for 14 years with Scottish and Newcastle.Dave believes that ‘omnichannel’ solutions should be a customer-centric environment. The right mix of integrated and complementary social networks must be offered, combined with apps, to suit the right audience.

SPEAKERS

TIM ROBERTS commercial director, The Parabis GroupTim qualified as a lawyer in 1986 and since that time he has been at the forefront of driving new and innovative thinking in terms of changes within the claims function. His ideas form part of the drive behind Parabis and its offering to the market.Tim has been involved in many landmark, industry shaping cases and is a regular contributor to both the legal and insurance trade press. Tim has acted on behalf of various Local Authorities including their social services departments involving abuse claims. He managed complex cases of a range of classes of liability (other than professional indemnity for insurers) including numerous substantial personal injury actions for various insurers, a complete range of property related claims including subsidence, surveyors negligence, engineering negligence, failed underpinning schemes and all forms of property based professional negligence.Tim is renowned for providing fresh and innovative ideas to enhance the strategic focus of insurance companies, brokers and other financial services providers.

AKHIL SHAH commercial manager - insurance, DebenhamsAkhil Shah heads up Debenhams Insurance business and is responsible for the profitable growth of their car, home, travel, wedding, pet and life insurance products.Akhil has previously worked at Groupama Insurances and MAPFRE. This experience has given him in depth knowledge in what is required, from both sides, to bring about a successful affinity partnership.

ADRIAN SCOTT product sales and distribution - Thistle Insurance ServicesAdrian has been in the insurance industry for over 25 years from both an insurer and broking perspective and joined Thistle in 1998. Working in both high volume and corporate sectors, he has built a good understanding of how to deliver sound business practice. Adrian has set up processes to make commercial improvements across all aspects of affinity and partnership.

WILL THOMPSON affinity insurance adviser, MotabilityWill is the affinity insurance scheme advisor to Motability, having worked with them for 7 years, developing their affinity insurance business trading to generate funds for charitable grant making.In 2014 Motability celebrated raising over £1 million in earnings from just one of those contracts and this has gone to help keep disabled people mobile. In 2013 Motability won the award for best affinity marketing with their Motability Home Insurance programme with insurer RSA. Will works with senior management on establishing their risk and insurance strategy and developing that with their insurers. His approach is to demystify insurance and allow clients to make informed choices on what is best for them.

SPEAKERS

TERENCE TRENCH director - mobile payment solutions, BarclaysTerence has a solid background in the bank payment business and eCommerce, leading him to join Barlays in March 2013, as director of mobile payment solutions for Pinit.Terence has over 15 years of experience planning and executing the introduction of new payment services and technologies, with mobile commerce start-ups and large multinationals, such as Visa International.

ROB UPTON director of sales and marketing, CEGA GroupWith over 25 years in general insurance, Rob has worked for a wide range of major players including Sun Alliance, Eagle Star and HSBC. More recently, Rob has specialised in international travel & health insurance and for the last 7 years he has headed up the sales & marketing teams at the award winning claims and assistance company CEGA.Rob is an Associate of the Chartered Insurance Institute and although a ‘Brummie’, now lives on the south coast of England.

COLIN WALLACE head of partnership management, ACE

Colin has over 24 years of insurance industry experience and joined ACE in July 2013 to head up its consumer lines business in the UK. The ACE consumer lines business focuses on Accident, Health & Travel insurance and covers four distinct distribution models; Affinity, Employee Benefits, Travel and Direct Marketing. Colin is responsible for the growth, profitability and developing customer centric propositions.Prior to joining ACE, Colin worked at Hiscox for 8 years in various underwriting, development and management roles, latterly heading the UK Partnership business.

BRIAN WESTON director of marketing and communications, Institute of Customer Service

Brian is responsible for research, product development and marketing communications at The Institute of Customer Service, an independent professional body, which provides expertise and tangible benefits to companies that wish to improve their customers’ experiences and business performances.Previously Brian worked at BT for 18 years. He began his career as a customer service manager, followed by a variety of marketing, commercial and strategy roles. Brian was educated at New College, Oxford and has recently completed an MSC in European Policy and Management.

DELEGATE LISTFIRST NAME LAST NAME TITLE COMPANY

Mark Adcock motor manufacturers relationship manager RAC

Rana Ali national sales manager Paymentshield

Mark Allan managing director - affinity RSA

Sally Allan head of marketing & communications Great American Specialty & Affinity

Karen Beales managing director UK General Insurance

Nikki Bennett compliance strategy operations and director UKGI

John Bibby affinity partnerships director UK General Insurance Group

Anthony Borgman head of business development Assurant Solutions

Vincent Boylan commercial insurance director Tesco Bank

John Brady commercial director John Lewis

Karen Brenchley director of business development Saga

Paul Buckle head of schemes & affinities (director) Jelf

Rebecca Burgess partnership development manager - finance & energy Macmillan

Graeme Carvel pricing & analytics manager Sainsbury’s Bank

Hira Choudhury insurance director The Scout Association

Rhianne Clifford marketing assistant - personal finance Debenhams

Katie Cockerill key account manager Thistle Insurance

Sarah Collinson national business development manager Hiscox

Simon Cook head of sales and marketing - corporate partnership Allianz Insurance

Michael Davidson head of business development - consumer The Parabis Group

Gavin Dobson head of marketing & commerce Hood Group

Tim Edwards business development AXA Assistance

Gary Elliott associate director business development BGL Group

Marian Evans director Thomas Carroll

Melanie Failes corporate partnership manager - finance & energy Macmillan

Paul Firkins business development director Hood Group

Ben France senior new partnerships executive Alzheimer’s Society

Justin Freeman corporate partnership manager DAS Legal Expenses Insurance

Daniel Grases business development director Great American Specialty & Affinity

Tim Gregory business development manager Priority Travel Group

Ross Hallifax head of new business AXA Insurance

John Harrop affinity sales manager Great American Specialty & Affinity

Nick Imms national partnerships manager RAC

David Jabbari head of consumer law The Parabis Group

Rod Jones insurance commercial manager uSwitch

Simon Jones group head CIB at Collinson Group

Catherine Lynas business development manager Cigna Insurance Services (Europe)

DELEGATE LISTAndrew Lyons corporate account manager RSPCA

FIRST NAME LAST NAME TITLE COMPANY

Charles Maddren head of sales Great American Specialty & Affinity

Chris Meier head of partnership and affinities RAC

Rob Mitchell head of business sales B2B Cardif Pinnacle

Stephen Morris head of strategic partnerships Zurich Insurance

Louise Naqvi pr manager The Collinson Group

Richard Nettleship partnership development manager Allianz Insurance

Ailís O’Rourke marketing manager - financial services Debenhams

Dave Pattman customer solutions director Webhelp

Steve Price head of intermediated & commercial insurance Co-operative Insurance

David Probert associate director Sterling Insurance Group

Lee Rawlings partnership development manager AON Risk Solutions

Alma Ribanovic sales manager bancassurance & affinity Uniqa Insurance Group

Adam Robbins new partnerships development manager RAC

Tim Roberts commercial director The Parabis Group

Adrian Scott product sales and distribution Thistle

Richard Scott innovation officer Macmillan

Akhil Shah commercial manager - insurance Debenhams

Ronnie Simmons partnership development manager Maiden Insurance Partnerships

Victoria Skinner new business development manager Motability

Mike Stanley change and development director Ageas UK

Sharon Stephen corporate partnerships director Junction

Masazumi Tanaka senior manager Nippon Life Insurance Company

Charles Thomas national partnerships manager Hiscox

Will Thompson affinity insurance advisor Motability

Tom Thomson head of home and car Sainsbury’s Bank

Terence Trench director - mobile payment solutions Barclays

Ben Tyte head of insurance Sainsbury’s Bank

Rob Upton director of sales & marketing CEGA

Collin Wallace head of partnership management ACE Group

Caroline Waring insurance development manager Scania Financial Services

Brian Weston director of marketing and communications Institute of Customer Service

Sarah Wills key account manager Thistle Insurance

Legal affinity – market entry optionsValued in excess of £30bn... over 60% of UK consumers have indicated they would consider purchasing a legal service from trusted consumer brands.

Parabis are pleased to announce a series of complementary legal

service workshops exclusively for the delegates of Affinity 2014.

Our individual tailored workshops will offer delegates insight, discussion

and review of their potential entry options into the UK legal services

market today.

Find out...

T: 0844 245 4000www.parabisgroup.co.ukInnovative Solutions

The Parabis Group is neither a legal entity nor a trading name or division of a legal entity, it is merely a description ascribed to a group of legal entities with common ownership.

T: 0844 245 4000www.parabisgroup.co.ukInnovative Solutions

Contact UsTo register for a workshop or to discuss your individual business requirements please contact:

Michael DavidsonHead of Business Development – Consumer, Parabis Group

T: 0787 280 7138E: michael.davidson@parabis.co.uk

Register today to find out how your brand customers could benefit.

Workshop schedule

Location July Aug Sept

London – 33 Gracechurch St,

EC3V 0BT

11th 4th 4th

Manchester – City Tower, Picadilly Plaza,

M1 4BT

11th 11th 11th

Leeds – Joseph’s Well, Hanover Walk,

LS3 1AB

15th 15th 15th

Edinburgh – 9-10 St Andrew Square,

EH2 2AF

22nd 22nd 22nd

Time slots available on each date from 10am onwards. Additional dates available on request.

Legal affinity – market entry optionsValued in excess of £30bn... over 60% of UK consumers have indicated they would consider purchasing a legal service from trusted consumer brands.

Parabis are pleased to announce a series of complementary legal

service workshops exclusively for the delegates of Affinity 2014.

Our individual tailored workshops will offer delegates insight, discussion

and review of their potential entry options into the UK legal services

market today.

Find out...

T: 0844 245 4000www.parabisgroup.co.ukInnovative Solutions

The Parabis Group is neither a legal entity nor a trading name or division of a legal entity, it is merely a description ascribed to a group of legal entities with common ownership.

T: 0844 245 4000www.parabisgroup.co.ukInnovative Solutions

Contact UsTo register for a workshop or to discuss your individual business requirements please contact:

Michael DavidsonHead of Business Development – Consumer, Parabis Group

T: 0787 280 7138E: michael.davidson@parabis.co.uk

Register today to find out how your brand customers could benefit.

Workshop schedule

Location July Aug Sept

London – 33 Gracechurch St,

EC3V 0BT

11th 4th 4th

Manchester – City Tower, Picadilly Plaza,

M1 4BT

11th 11th 11th

Leeds – Joseph’s Well, Hanover Walk,

LS3 1AB

15th 15th 15th

Edinburgh – 9-10 St Andrew Square,

EH2 2AF

22nd 22nd 22nd

Time slots available on each date from 10am onwards. Additional dates available on request.

NOTES

NOTES

SAVE UP TO £150 BY BOOKING YOUR PLACE BY FRIDAY 8 AUGUST

To secure your place, please contact Paige Howley on:E: paige.howley@incisivemedia.com T: 020 7316 9766

This year, Insurance Data and Analytics returns to guide you past the pitfalls and help you make the move from intake to insight. Join us on 18 September at Le Meridien in London, at this increasingly popular standalone event. We will continue to cover the latest topics, from big analytics to enterprise cloud solutions.

Associate sponsors:

HOT TOPICS THIS YEAR INCLUDE: ‘The internet of things’ - How ordinary objects are being transformed into risk detecting machines

A closer look at social, mobile, analytics & cloud

Assessing the cost of data & analytics, does it deliver return on investment?

The birth of the ‘data scientist’

The ABI estimates that undetected fraud is costing the industry £2.1bn per year, is advanced analytics the answer to our prayers?

18 September 2014 Le Meridien, London

HARNESSING THE POWER OF INFORMATION

postevents.co.uk/dataanalytics

# posttech

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