9 a.m. – 10:30 a.m.

Title:	The Magic of Exceptional Customer Service: Are You in Balance?
Synopsis:	As the former head of training at the Disney University, Doug takes you on an entertaining and informative "behind the scenes" tour of the Walt Disney Company to learn about both its successes and how it overcame some spectacular challenges.
Speaker:	Doug Lipp, author and president, G. Douglas Lipp & Associates
Handout:	Program worksheet (6 pgs.)

Title:	Getting the Most Out of Your Member Survey
Synopsis:	An in-depth look at designing, implementing, analyzing, and using your member surveys.
Speaker:	Leslie Gordon, director of member services, Bar Association of San Francisco
Handouts:	Program slides (12 pgs.) Sample survey emails (4 pgs.) Sample survey press release (2 pgs.) Sample survey results (8 pgs.)

1:15 p.m. to 2:15 p.m.

Second Set of NABE Concurrent Track Programs

Title:	Gen-Xers in the Board Room
Synopsis:	A lively presentation and discussion about the future of Board interactions as Generation X begins to take over Board positions.
Speaker:	Susan Waters, CEO, Sextant Consulting
Handout:	Program handout (17 pgs.)

Title:	How to Sort the Wheat from the Weeds
Synopsis:	A panel of presenters address some of the most important questions about member benefits and services.
Speakers:	Betty Braden, member relations & public services director, State Bar of Wisconsin Peggy Gruenke, director of member services, Cincinnati Bar Association Elizabeth Kramer, director of member services, Pennsylvania Bar Association Linda Oligschlaeger, membership services director, The Missouri Bar
Handouts:	Vendor agreement guidelines (1 pg.) Sample vendor agreement 1 (6 pgs.) Sample vendor agreement 2 (4 pgs.) Member relations committee guidelines (1 pg.) Sample benefits list (1 pg.) Sample benefits brochure 1 (2 pgs.) Sample benefits brochure 2 (12 pgs.) Sample non-member brochure (2 pgs.)

Title:	Small Bars – Big Ideas
Synopsis:	Hear how the pros develop programs that enhance revenue, create great compensation packages for staff, and foster membership growth.
Moderator:	Kimberly Farmer, executive director, Louisville Bar Association
Panelists:	Rebecca Bentham, executive director, Hamilton Law Association Kimberly Coleman, executive director, Grand Rapids Bar Association Sue Lengal, executive director, Akron Bar Association
Handout:	Program handout (26 pgs.)

9:15 a.m. – 10:15 a.m.

Fourth Set of NABE Concurrent Track Programs

Title:	Finding the Future: Training Leaders for Tomorrow
Synopsis:	This dynamic program will provide you with the opportunity to gain firsthand knowledge about the latest in adult education models so you are able to build an LI program or to enhance an existing LI model.
Speaker:	Kathryn E. Story, J.D., associate director of the Leadership Institute, University of Memphis
Handouts:	Sample leadership forum outline (1 pg.) Sample leadership forum brochure (8 pgs.)

Title:	Terrific Outreach Programs You Can Steal!
Synopsis:	Panelists representing nominees and winners of the Community and Educational Outreach Awards, sponsored by LexisNexis, will explain how to adapt their programs to your bar association. Materials from other nominated and award-winning programs will be on display.
Moderator	Tom Pyrz, executive director, Indiana State Bar Association
Panelists:	Trish Branam, executive director, Toledo Bar Association Carol McCord, director of Texas Young Lawyers, State Bar of Texas Glenn Vasser, president, Arkansas Bar Association
Handouts:	Sample program one (1 pg.) Sample program two (2 pgs.)

10:45 a.m. – 11:45 a.m.

Fifth Set of NABE Concurrent Track Programs

Title:	Marketing your CLE
Synopsis:	This seminar will discuss the best way for bar associations to connect with busy attorneys and convince them to attend bar-sponsored CLE courses (traditional and online).
Speaker:	Mark R. Weaver, attorney, Isaac, Brant, Ledman & Teetor LLP
Handout:	Program handout (29 pgs.)

Title:	May the Force Be With You: Employee Retention Strategies to Keep Your Organization from the Dark Side
Synopsis:	This program will discuss a number of ideas that organizations can implement immediately to increase employee engagement and loyalty. And here's a big surprise: many of these ideas won't cost the organization a dime!
Speakers:	Janis C. Jerman, director of administration & finance and bar counsel, Connecticut Bar Association Colleen J. McManus, senior director of Human Resources, State Bar of Arizona
Handout:	Program handout (8 pgs.)

Title:	How to Avoid Paying Sticker Price at Hotels: The Art of Negotiating
Synopsis:	This session, a continuation of a February program, will take a more in depth look at the issues surrounding current hotel negotiations.
Speaker:	Jonathan T. Howe, Esq., president/senior partner, Howe & Hutton, Ltd.
Handout:	Program handout (21 pgs.)

Title:	Lifting the Fog from the Blog: Blogging and other Hot Web Communication Tools
Synopsis:	This program will demystify hot communication tools on the Web and reveal how different associations are using them.
Moderator:	Sharon Nolan, The Chicago Bar Association

Part 3: Why Bar PR Execs Need to Pay Attention to Blogs
Speaker:	Daniel A. Cirucci, associate executive director, Philadelphia Bar Association
Handout:	Cirucci slides (15 pgs.)

Part 4: Success Story: How the Utah State Bar is Using Blogs and Webzines to Connect with Its Members
Speaker:	Toby Brown, director of communications, Utah State Bar
Handout:	Brown handout (3 pgs.)

1:45 p.m. – 2:45 p.m.

Sixth Set of NABE Concurrent Track Programs

Title:	Your Association’s Reserves: What You Need to Know
Synopsis:	Reserves. Okay, you have them (or maybe you don't!) What do you do with them?
Moderator:	Barry Simpson, executive director, Pennsylvania Bar Association
Panelists:	James E. Abraham, esq., partner and chair, Not-for-Profit Group of Schnader Harrison Segal & Lewis, LLP Denny Ramey, executive director, Ohio State Bar Association
Handouts:	Sample investment policy 1 (6 pgs.) Sample investment policy 2 (9 pgs.)