1. The Future of
Retail Banking
Explore the next decade of banking with industry leaders
and innovative pioneers
1st & 2nd December 2015
Grange St Paul’s Hotel, London
Marketforce’s 18th Annual Conference
www.marketforce.eu.com/retailbanking
Steven Cooper
Chief Executive Officer,
Personal Banking
Barclays
Les Matheson
Chief Executive, Personal and
Business Banking
Royal Bank of Scotland
Steve Pateman
Executive Director, Head of
UK Banking
Santander
Mark Mullen
Chief Executive Officer
Atom Bank
Francesca McDonagh
Head of Retail Banking and
Wealth Management UK
HSBC
Mats Torstendahl
Executive Vice President
and Head of Retail Banking
SEB Group
This is your chance to hear from leaders at the forefront of the industry on the key
issues shaping banking of today and tomorrow. This year’s line-up features the
most senior executives in the event’s 18 year history, and includes:
Jatin Patel
Products Director
TSB
Chris Brindley
Managing Director – Regional
Banking
Metro Bank
Marc Lien
Innovation and Digital
Development Director
Lloyds Banking Group
Jay Sidhu
Chairman and Chief
Executive Officer
BankMobile
Early registration
rates available
Book before 24th July
and save up to £300
Anne Boden
Chief Executive Officer
Starling Bank
Graeme Hughes
Group Director of Distribution
Nationwide
Really worthwhile,
a diverse set of
speakers and a good
paced, well rounded
agenda.”
Senior Manager - Performance
Market & Insight, Lloyds
Banking Group
silver Sponsors
DIAMOND SPONSOR
GOLD SPONSOR
Exhibitor

2. With the most senior line-up in its eighteen year
history, Marketforce’s The Future of Retail Banking
is the conference to attend in 2015.
Hear from the leaders at all of the top 5 banks, the
digital challengers and the innovation advocates while
networking with over 250 of your peers, learning about the
most important issues facing the sector today.
Key reasons to attend
• Listen to the experts discuss the benefits of
transparent banking
• Learn about where mobile is heading next, both in
banking and payments
• Explore the developing discussion on competition
in banking
• Gain insight on harnessing the FinTech revolution
• Debate the future of the branch with industry insiders
Last year’s attendees by sector:
Abanka
Al Rayan Bank PLC
Alfa Bank
Alinma Bank
Allianz Global Assistance
Atom Bank
Aviva
AXA Group
Banco Santander
Bank of Cyprus
Bank of England
Bank of Ireland
Bank of Valletta
Banque Internationale à
Luxembourg
Barclays Bank
BBVA Group
BGL Group
Bitcoin Foundation
BNP Paribas Cardif
bpost bank
C Hoare & Co
Caixa Geral de Depositos
Callcredit
Capital Bank Kazakhstan
Cardlytics
Central Bank of Ireland
CheBanca
Chill Insurance
Close Brothers Group
Clydesdale Bank
Credit Libanais
Credit Suisse
Cumberland Building
Society
Danske Bank
DNB
Equifax
ERGO Insurance
Erste Bank
Experian
Financial Conduct Authority
Finansbank
Fiserv
Funding Circle
Garanti Bank
Guaranty Trust Bank
Handelsbanken
HSBC Bank
ING Bank
Institute of Economic Affairs
Intesa Sanpaolo Card
Investec
Lån & Spar Bank
Leeds Building Society
Lloyds Banking Group
M&S Bank
MasterCard
Metro Bank
Money Advice Service
Moneysupermarket.com
Moscow Industrial Bank
National Australia Bank
National Savings &
Investments
Nationwide
Norwich & Peterborough
Building Society
OneSavings Bank
Oyak Bank
Payments Council
Permanent TSB
PKO Bank Polski
Post Office
Qatar Islamic Bank
Rabobank Group
Raiffeisen Bank
Royal Bank of Scotland
Saffron Building Society
Sainsbury’s Bank
Santander
Saudi Investment Bank
Secure Trust Bank
Skipton Building Society
Skye Bank
Standard Life Group
Starling Bank
TBC Bank
The Co-operative Banking
Group
Triodos Bank
TSB Bank
Turkiye Is Bankasi
Ulster Bank
UniCredit Group
Virgin Money
Visa
VocaLink
Yorkshire Building Society
Zopa
Previous attendees
The Future of Retail Banking regularly attracts over 250
key players from the industry. Here are just some of the
companies that have previously sent representatives:
Last year’s
attendee
breakdown
Banks IT Services
Specialist Consultants Financial Associations
Accountants Other
Great speakers, excellent networking
opportunities ”
Risk Consulting, KPMG

3. 2
3
1
09.00 Welcome address by Marketforce
09.05 Chairman’s opening remarks
Richard McCarthy, UK, Head of Banking, KPMG
Guaranteeing transparent, fair and robust banking
09.10
P2P
!
?
!
P2P
Opening Keynote Address
Putting customer trust at the heart of your banking strategy
Les Matheson, Chief Executive, Personal and Business Banking,
Royal Bank of Scotland
09.30 Title to be confirmed
Steve Pateman, Executive Director, Head of UK Banking,
Santander
09.50 Advisory session
10.10
P2P
!
?
!
P2P
Leaders’ Forum
Transparent banking: the answer to our problems all along?
• To what extent will transparency rebuild customer trust?
• How high up is transparency on the boardroom agenda?
• What impact will increased transparency have on profits?
• Is it easier to be transparent as a smaller, challenger
institution, than as a traditional one?
• How best can you go about creating a culture of transparency?
• What are the key challenges to developing an ethical culture
within your bank?
• What role does the regulator have to play in increasing
transparency?
• Is adhering to regulation good enough or does an ethical
culture need to go further?
• Could total transparency result in too little risk taking and a
worse product offering?
Les Matheson, Chief Executive, Personal and Business Banking,
Royal Bank of Scotland
Steve Pateman, Executive Director, Head of UK Banking,
Santander
Jatin Patel, Products Director, TSB
Mats Torstendahl, Executive Vice President and Head of Retail
Banking, SEB Group
10.40 Refreshments
Delivering the greatest value to customers
11.10 Improving the customer offer
Speaker to be confirmed
11.30 Questions
11.35 Realising total customer centricity
Francesca McDonagh, Head of Retail Banking and Wealth
Management UK, HSBC
11.55 Providing the ultimate digital customer journey
Mark Mullen, Chief Executive Officer, Atom Bank
12.15 Advisory session
Senior Representative, Atos
12.35 P2P
!
?
!
P2P
Panel Discussion
How will competition in banking evolve?
• How will the growing number of new entrants affect the
market as a whole?
• Will the plans for bank break-ups create better competition or
is further change needed?
• Future outlook: what can the industry expect from the CMA
enquiry?
• To what extent will competition actually improve the customer
offer?
• Do both new entrants and incumbents need to prepare to
compete with a third party?
Francesca McDonagh, Head of Retail Banking and Wealth
Management UK, HSBC
Mark Mullen, Chief Executive Officer, Atom Bank
Alex Letts, Chief Executive Officer, Ffrees
13.05 Lunch hosted by KPMG
Streams
Stream A: A spotlight on customer experience
Chaired by Warren Mead, Head of Alternative Banking, KPMG
14.20 Imbedding innovation throughout the banking experience
Daryl Wilkinson, Head of Group Innovation, Nationwide
14.40 Measuring the customer experience: do the metrics really
work?
• Are you asking the right questions? The benefits of customer
effort vs. CSat vs. NPS
• Does banking in fact require a new and unique specialist set of
metrics?
• At what point in the customer journey can you gain the most
meaningful feedback?
• In what ways could social media analysis be the key to
developing a true CX picture?
• How best can you put what you are learning into action?
Speaker to be confirmed
15.00 Advisory session
Senior Representative, Kofax
15.20 P2P
!
?
!
P2P
Peer-to-Peer Discussion
Retaining long-term customers: challengers - hype or hope for
radical improvement?
During this session delegates will have the opportunity to
discuss the questions below at their tables. A nominated
representative from each table will then feed back their
conclusions to the Chairman and speakers for comment.
• What are the key strategies for boosting customer loyalty and
retention?
• To what extent has easier switching affected customer loyalty?
Daryl Wilkinson, Head of Group Innovation, Nationwide
Jake Chambers, Head of Innovation Insight, Nationwide
Senior Representative, Kofax
Stream B: The future of mobile banking
14.20 Case Study
Mobile banking: the only banking worth pursuing?
Over the last year, more and more mobile-only banks have been
entering the market. In this session a leader from a mobile-
only enterprise will explore their choice to focus purely on this
channel and how they have made the venture a success.
Jay Sidhu, Chairman and Chief Executive Officer, BankMobile
14.40 Taking payments mobile
• What changes are needed to ensure customers can do
everything on their mobiles?
• How will contactless payments develop in conjunction with
mobile technology?
• What are the key new technologies that will take mobile
payments to the next level?
• How are mobile payments changing consumer behaviour
overall?
David Dechamps, Head of Emerging Payments, Europe,
MasterCard
15.00 Advisory session
Day 1 - Tuesday 1st December 2015
The Future of Retail Banking
1st & 2nd December 2015 | Grange St Paul’s Hotel, London

4. 7
6
4
5
15.20 P2P
!
?
!
P2P
Peer-to-Peer Discussion
Preparing for the next stage of mobile banking
During this session delegates will have the opportunity to
discuss the questions below at their tables. A nominated
representative from each table will then feed back their
conclusions to the Chairman and speakers for comment.
• How important is an omni-channel presence? Should
resources be focused on mobile?
• How acceptable is mobile-only banking from a customer
perspective?
• Could the cost efficiency of this model offset the alienation of
some consumer groups?
• Which payment innovations will have the biggest impact on the
industry?
• Device innovation: where next?
Jay Sidhu, Chairman and Chief Executive Officer, BankMobile
David Dechamps, Head of Emerging Payments, Europe,
MasterCard
15.50 Refreshments
Laying the foundations for the future of banking
16.20 Changing the nature of banking: designing both responsible
and profitable products
Speaker to be confirmed
16.40 Advisory session
Senior Representative, KPMG
17.00
P2P
!
?
!
P2P
Closing Keynote Address
Explaining the banking business model to customers
Jatin Patel, Products Director, TSB
17.20 Questions
17.30 Chairman’s closing remarks and end of day one, followed by a
drinks reception
09.00 Chairman’s opening remarks
09.05
P2P
!
?
!
P2P
Opening Keynote Address
Taking a step forward: preparing banking for the next decade
Steven Cooper, Chief Executive Officer, Personal Banking,
Barclays
09.25 Questions
The opportunities in SME banking
09.30 Enterprise, innovation and ambition: championing SMEs
through banking
John Williams, Head of Breakthrough, Santander
09.50 Responding to SME banking needs through relationships and
digital technology
Chris Jolly, Chairman, CivilisedBank
10.10 Advisory session
10.30
P2P
!
?
P2P
Ask the Experts
Delegates will now form groups at their tables to devise a single
critical question to be answered by our expert speakers.
John Williams, Head of Breakthrough, Santander
Chris Jolly, Chairman, CivilisedBank
Rhydian Lewis, Founder & Chief Executive Officer, RateSetter
11.00 Refreshments
Utilising partnerships: how can FinTech
revolutionise banking?
11.30 Finding and developing relationships with the right partners
• How can you best identify potentially profitable partnerships?
• How can you ensure the partnership meets both sides’ needs?
• What are the key impediments to a successful relationship
with new FinTech start-ups?
Marc Lien, Innovation and Digital Development Director, Lloyds
Banking Group
11.50 Advisory session
12.10 Banks and start-ups working together: how to overcome the
obstacles
Nektarios Liolios, Co-Founder and Managing Director,
Startupbootcamp FinTech
12.30 Questions
12.40 Lunch
The high street branch – saviour or sinking ship?
13.55
P2P
!
?
!
P2P
Case Study
Developing a branch fit for the modern age
Graeme Hughes, Group Director of Distribution, Nationwide
14.15 Advisory session
14.35
P2P
!
?
!
P2P
Case Study
Utilising an existing high street network
The Post Office has an extensive presence on the British high
street through which it offers a range of banking products,
which it hopes to continue to extend. It also offers various
services to customers of other banks with whom it has
partnered. In this talk a representative will discuss how they
are revolutionising their network and what opportunities and
lessons they can offer other financial institutions.
Nick Kennett, Group Director Financial Services, Post Office
Money
14.55 Questions
15.05 Debate
This house believes the branch will no longer exist in 20 years
Speakers for the proposition and the opposition will spend five
minutes each outlining their arguments and will then take part
in a discussion with the audience for a further twenty minutes,
before a vote for or against the motion.
Proposing the motion
Anne Boden, Chief Executive Officer, Starling Bank
Opposing the motion
Chris Brindley, Managing Director – Regional Banking, Metro
Bank
15.35 Chairman’s closing remarks and end of conference
Day 2 - Wednesday 2nd December 2015
For More information, please visit the website at www.marketforce.eu.com/retailbanking
Over 10+ CEos representing
20+ financial Institutions
delivering 12 hours of content

5. Atos SE (Societas Europaea) is an international information
technology services company with 2013 annual revenue of
€8.6 billion and 76,300 employees in 52 countries. Serving a
global client base, it delivers IT services through Consulting
& Systems Integration, Managed Operations, and transactional services through
Worldline, the European leader and a global player in the payments services industry.
With its deep technology expertise and industry knowledge, it works with clients
across different business sectors: Manufacturing, Retail & Transportation; Public
& Health; Financial Services; Telcos, Media & Utilities. Atos is focused on business
technology that powers progress and helps organisations to create their firm of
the future. It is the Worldwide Information Technology Partner for the Olympic
& Paralympic Games and is listed on the Euronext Paris market. Atos operates
under the brands Atos, Atos Consulting, Worldline and Atos Worldgrid. Atos is
an accomplished provider not just of core banking systems, but of complete BPO
services: we are the European leader in transactional processes for both payments
and CRM.
www.atos.net
ContactPartners makes customer contact
rewarding. Since 1999, we’ve delivered
specialist advice and pioneering solutions
to 40+ major financial organisation.
ContactPartners unlocks competitive advantage and mitigates risk by helping our
clients adapt to the challenge of rapidly changing markets and regulation. We deploy
game-changing and impactful technologies in key areas of customer contact, e.g.
multi-channel appointment booking solutions, much in vogue for 2014! We deliver big
things in 90 days, risk free. Just ask our clients.
www.contactpartners.com
Finacle is the award-winning universal
banking solution from Infosys, a global
leader in consulting, technology and
outsourcing, with over US$ 8.5 billion in annual revenues. Today Finacle is helping
financial institutions across 84 countries to simplify banking and serve 18% of
the world’s adult banked population. Finacle solutions address the core banking,
e-banking, mobile banking, CRM, payments, treasury, origination, liquidity
management and wealth management, among others.
www.infosys.com
Kofax® plc (LSE: KFX) is a leading provider
of innovative smart capture and process
automation software and solutions for
the business critical First Mile™ of customer interactions. These begin with an
organisation’s systems of engagement, which generate real time, information
intensive communications from customers, and provide an essential connection to
their systems of record, which are typically large scale, rigid enterprise applications
and repositories not easily adapted to more contemporary technology. Success in
the First Mile™ can dramatically improve an organisation’s customer experience and
greatly reduce operating costs, thus driving increased competitiveness, growth and
profitability. Kofax software and solutions provide a rapid return on investment to
more than 20,000 customers in banking, insurance, government, healthcare, business
process outsourcing and other markets.
www.kofax.com
Sword Apak (part of the Sword Group) has 35 years’ experience of
providing specialist financial systems to the global asset finance
and UK banking sectors. Our products have been designed by
in-house financial software specialists, utilising their extensive
knowledge and long-term experience of working within the
financial services industry. Our specialist teams work with
business and IT leaders to help translate their strategic business
agendas into IT initiatives and solutions that measurably improve performance.
www.sword-apak.com
silver Sponsors
Interested in speaking, exhibiting or hosting an
event around the conference?
There are a limited number of opportunities to engage key
decision makers through speaking, exhibiting and other tailored
packages. For more details, please get in touch:
Tel: +44 (0)20 7760 8685
Email: sponsorenquiries@marketforce.eu.com
Extremely informative - a great
opportunity to think about and
discuss banking trends”
Digital Strategy Consultant, Clydesdale Bank
Incredible speakers and agenda”
Consultant, Bridgeforce
Excellent”
Head of Money, moneysupermarket.com
Useful 2 days with interesting,
varied content”
Head of Mortgage Product & Pricing, Santander
Related Events
The Future of
Alternative Finance
28th September 2015, London
www.marketforce.eu.com/altfinance302
The Digital Banking
Innovation Summit
10th & 11th November 2015, Istanbul
www.marketforce.eu.com/innovation302
The Future of
Nordic Banking
3rd & 4th November 2015, Stockholm
www.marketforce.eu.com/nordic302
Feedback from last year’s
retail banking event
DIAMOND SPONSOR
KPMG LLP, is a UK limited liability partnership and operates from 22 offices
across the UK with over 11,000 partners and staff. The UK firm recorded a
turnover of £1.9 billion in the year ended September 2014. KPMG is a global
network of professional firms providing Audit, Tax, and Advisory services.
We operate in 155 countries and have more than 162,000 people working in
member firms around the world.
www.kpmg.com
GOLD SPONSOR
Exhibitor

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The Future of Retail Banking
1st & 2nd December 2015 | Grange St Paul’s Hotel, London
To register your place, please visit the website at www.marketforce.eu.com/retailbanking or fill out the
below form and return to info@marketforce.eu.com. For any queries, please call +44(0)207 760 8699.