http://www.markedu.com Loyalty marketing, Loyalty Summit Engagement and customer intelligence conference in Cracow, Poland featuring Terry Hunt (Tesco), Michael Leander and other speakers Organized by Blue Business Media, Poland

1. 15-16 April 2010
Hotel Qubus, Cracow
The largest loyalty sector
meeting in Poland!
POLAND & CEE
CUSTOMER LOYALTY
SUMMIT
For the first time 2 parallel Conferences:
Loyalty Programs and Customer Insight
• Over 35 presentations – 11 experts from abroad For the first
time in Poland!
• Case studies: retail, telecommunications, banking,
services, pharmacy – 8 parallel sessions in total!
• A special, two day workshop session
• An additional legal and tax day Terry Hunt
Chairman
EHS Brann (UK)
The co-creator of the
Tesco ClubCard Program,
co-author of the
„Scoring Points”
bestseller
Among the speakers:
Special guests::
Jacek Pasternak Krzysztof Swaczyna Iwona Błaszczak
Marketing Director Loyalty Program Manager Loyalty Program Team
Koelner Alma Senior Manager
Carrefour Polska
Marcin Drzewiecki Magdalena Mularuk
Marketing Director Marketing Director Bartłomiej Murawski
Loyalty Partner Polska Real Team Manager of the VITAY
(PAYBACK) Program Development Team Mike Chris Jacobs Simon Rees
Damian Gucza PKN ORLEN
Artur Brzęczkowski Director of the Marketing Wittenstein Independent CRM Sales & Marketing
The Authority Customer Loyalty Director
Marketing Director Communications Team Joanna Stasiecka on Customer Consultant (UK) Idiro Technologies (UK)
Allegro Pioneer Pekao TFI Manager of the Loyalty Experience (USA)
Operations
Katarzyna Dubno Monika Boroszewska Real
Marketing Programs CRM Director
Department Manager GE Money Bank Marcin Piechocki
PLL LOT Management Board Member
Tamara Rubin Torfarm
Arkadiusz Chłopik CRM Director
Office Marketing Manager ING Bank Śląski Vitor Antunes Costa
Xerox Loyalty Network Animation
Anna Szczurowska Manager Miloš Ryba Michael Laurence Stock
Ivan Karlovic CRM Manager Accor Analyst Leander International Director
CRM Data Mining Specialist Telekom Austria Planet Retail (UK) Nielsen Groupe Aeroplan,
Telenor Serbia CEO, Fokus Integrated Nectar (UK)
(Denmark)
Media patrons:

2. ParticiPation in the LoyaLty Programs is the
Ladies and Gentlemen! oPPortunity to:
I have observed the development of the loy- • meeting loyalty guru: Terry Hunt – co-creator
alty market in Poland with great attention for of the Tesco Club Card, uccess, co-author of the
almost 10 years. As in the rest of Europe, we are also „Scoring Points” loyalty bible
looking for a way to make the program attractive, de-
spite being on the market for a loang time and of cour- • taking a look at England’s largest multi-partner pro-
se to have it bring effects. A very strong trend, which gram – Nectar
is becoming more rooted also in Poland, are multi-
partner programs. • a look into the most current research report regar-
ding the development of loyalty in the retail sector
It is evident that companies are searching for new co-
alitions! The fact that loyalty programs have beco- • becoming familiar with the newest programs on the
me common in almost all sectors means that marke- Polish market: Raiffeisen Bank Polska, Guardian
ters are aware of the huge strength of customer re- Częstochowa, Autocard, Koelner
lations. In this situation, one of the most important is-
sues is the management and the effective use of the • choice from among 35 presentations – 8 paral-
collected data. We will show you how the leaders in lel sessions as well as an exchange of experience
Poland and Europe do this! from among the most experienced experts on the
Polish market, both during the discussion panels
See you in Cracow, during the two parallel Confe- and the evening banquet!
rences: Loyalty Programs and Customer Insight!!
the participant profile of the Loyalty Programs conference:
Katarzyna Klimkiewicz
Project Manager
ParticiPation in the event is
the oPPortunity to choose CEO, Management Board Member 19%
from Lectures of two Director, Loyalty Program Manager 18%
Director Marketing Department Manager 39%
ParaLLeL conferences – over 35
Director, Sales Department Manager 21%
Presentations, 4 ParaLLeL sessions
Other 3%
each day!
Participation in customer insight
is the opportunity to:
the participant profile of the customer insight conference:
• meet one of the greatest world authorities in the field
of customer experience: Mike Wittenstein (USA)
• an exchange of experiences with representatives of
the largest telecommunications operators: Mobil-
tel Bulgaria, Telenor Serbia, T-Mobile Austria, Tele-
kom Austria
Director, CRM Manager 41%
• case studies from the retail and finance sectors:
GE Money Bank, Real
Director, Customer Service Manager 23%
Director, Business Analysis Manager 17% • a choice from among 35 presentations – 8 paral-
Director, Research and Development Manager 14% lel sessions
Other 5%

3. WORKSHOPS
BUild A CUSToMER loyAlTy STRATEGy lEGAl ANd TAx ASPECTS
meaning how to plan, implement and develop a loyalty program,
which will change the face of the company oF loyAlTy PRoGRAM
Leader: Andrzej Łapeta (KUC Advertising Company) Leader: Xawery Konarski (Traple Konarski Podrecki)
day i, 13 April – Tuesday
th
Module I, 14th April – legal aspects
9:30 Registration and a morning cup of coffee
9:30 Registration and welcome
10:00 Creation of customer loyalty strategy bases in the
company 10:00 loyalty programs – legal issues
• A review of the loyalty strategies on the following • Loyalty programs and motivation programs – legal
markets: Polish, European and American differences
• An analysis of the advantages and disadvantages of • Corporate programs and multi-partner programs
various strategies – if and when it is worth working
on customer loyalty? • Loyalty programs and selected forms of sales
promotions
11:00 Coffee break • The most important provisions of the agreement
on the accession to a loyalty program
11:15 Establishing an individual loyalty strategy for your
company – exercise 11:00 Coffee break
• Key loyalty factors for my sector
• Customer creation strategy 11:15 loyalty programs – legal issues – cont.
12:45 Lunch • Collections of personal data created within the frame-
work of the loyalty programs
1:45 Under what conditions will the selected strategy bring • The marketing of sensitive goods and services and
the expected benefits – discussion loyalty programs
• The selection of the program form relevant for a gi- • Loyalty programs and unfair competition and unfair
ven business market practices
• When does the program bring profits
• Establishing the program objectives 12:45 Lunch
• Program form selection
2:45 Coffee break Leader: Katarzyna Szafrańska-Blank (PWC)
3:00 How to convince the company owner or management
of our opinions Module II, 14th April – tax aspects
• An assessment of the solutions of other participants
1:45 loyalty programs in the tax law – general rules
4:00 End of day 1 of the workshops
• Types of loyalty programs and the rules of their taxa-
tion
– the organizer’s taxes – when the loyalty program can
Dzień II, 14th April – Wednesday constitute full deductible costs
9:30 Registration, welcome and morning coffee – participant taxes – if and how much the participant
will pay for receiving an award in the loyalty program
10:00 Loyalty program development – directions of • The perception of loyalty programs by the Tax Office –
development the newest practices
• Analyzing the development paths in the form of a
multi-partner program
• Searching for new partners for further development 2:45 Coffee break
• Searching for new award suppliers
• A program based on a common currency 3:00 documenting expenses incurred within the framework
11:00 Coffee break of the loyalty programs
• How to correctly document the transfer of the awards
11:15 The Four Formula Methodology – the rules for for tax purposes
creatingmulti-partner programs
• Integration formula • he rules for creating loyalty program regulations
• Distinction formula from the point of view of the tax law – provisions re-
• Identity formula garding rivalry, grossing – up the awards as well as
• Value formula tax collection
12:45 Lunch 4:00 Ending, handing out certificates
1:45 Opportunities and threats of the development of a
loyalty program
(on participant examples)
WORKSHOPS FORM:
• Various paths of program development
• Planning the program’s identity We have planned the workshops as interactive meetings, the
• Values creation – what types of profits will the pro- objective of which is to solve specific problems and have discussions
gram bring
with the leaders as well as other participants.
2:45 Coffee break
Participants will receive materials including fragments of the lectures
3:00 Maintaining control over the program’s development as well as tasks for individual completion two weeks before the
• Diversifying the program on the market commencement of the workshops. During the workshops, half of the
time will be allocated for the completion of the exercises, discussing
4:00 Ending, handing out certificates them as well as conversations between the participants.

4. day i – 15th April, Thursday
CoNFERENCE PRoGRAM
Plenary session
Leader: Jacek Powałka (GOH)
9:30 Registration and a morning cup of coffee
9:30 Rejestracja, przywitanie i poranna kawa
10:00
10:00 Maximising the potential of your customer data to intensify loyalty
Chris Jacobs (Independent CRM/Customer Loyalty Consultant)
10:40 How Tesco built a rich relationship with 15 million customers
10:40
ClubCard
Tesco Club Card
Terry Hunt (EuroBrann)4D)
(EHS RSCG
• H ow did Tesco create the most successful retail loyalty program in the world?
H
• ow did Tesco create the most successful retail loyalty program in the world?
• Continuous innovation and improvement, the successes and the failures
• Continuous innovation and improvement, the successes and the failures
• What lessons have been learned?
• What lessons have been learned?
11:30 Przerwa na kawę
11:30 Coffee break
Conference Loyalty Programs
Main Session Multi-Partner Programs
Leader: Jacek Powałka (GOH) Leader: Tomasz Burdziński (Oskar Wegner)
11:50 The latest battle for customer allegiance 11:50 How to launch a Coalition loyalty Programme
Nectar
Miloš Ryba (Planet Retail) Laurence Stock (Groupe Aeroplan)
• Loyalty schemes – global overview • Partner Selection
• Loyalty schemes have become a ground for • International Knowledge Transfer
competition • Brand & Launch Marketing
• Tesco and Carrefour investing in the analysis of data 12:20 Partner Program as an element of building effective,
gathered from loyalty cards to tailor their stores long-term relations with the customer
12:20 Retaining the customer in the program as the result Class & Club
of an effective communication strategy Tomasz Straszyński (Raiffeisen Bank Polska S.A.)
• The selection and role of partners in the program
SPAR • Communication strategy with the program
Marek Szybalski (SPAR) – awaiting confirmation participants
• Managing relations and contact with program
1:00 Lunch participants
1:00 Lunch
2:00 Various dimensions of values as a basis of loyalty 2:00 How to increase the level of activity of program
towards the trade partner brands and final buyers participants
Guardian Częstochowa Allegro
Artur Brzęczkowski (Allegro)
Marek Banowski (Guardian Częstochowa), • The use of coupons in promotion (available offline)
Piotr Lutek (Synergia) • The promotion of category x times more points for
• Ingredient brand as the initiator making purchases in the promoted category
(ingredient branding) 2:40 Coffee break
• Loyalty based on new marketing tools 3:00 Multi-branding and multi-partnerships in the loyalty
• Loyalty program as a virtual business unit sector as the only path to the future
2:40 Coffee break Autocard
Łukasz Róg (Autocard)
3:00 loyalty program: benefits for the company, • Loyalty in the automotive sector
and building customer loyalty • Where and how to look for partners, meaning who
definitely does not fit our program
Carrefour Polska • How to use the partner’s competencies as a benefit
Iwona Błaszczak (Carrefour Polska) for everyone
• Base and target points 3:40 How to get into a leading position – 1 million active
• Action efficiency measurement cards in 2 weeks
• The development of new marketing communication PAYBACK
channels Marcin Drzewiecki (Loyalty Partner Polska)
• Marketing campaign – shows every step of the way,
3:40 oxford discussion how to effectively promote new quality
An award system or (a program based on) relations • Marketing platform PAYBACK as an example
marketing? of innovatory direct marketing
4:20 Panel discussion
Moderator: Jacek Powałka (GOH)
Marek Banowski (Guardian Częstochowa), An individual or mutual program?
Moderator: Tomasz Burdziński (Oskar Wegner)
Andrzej Łapeta (KUC Advertising Company), Eksperci: Krzysztof Swaczyna (Alma),
Damian Gucza (Pioneer Pekao TFI) Magdalena Mularuk (Real), Artur Brzęczkowski (Allegro),
4:20 End of day 1 Bartłomiej Murawski (PKN ORLEN)
5:00 End of day 1
8:00 Evening banquet in one of the best restaurants in 8:00 Evening banquet in one of the best restaurants in
Krakow’s Kazimierz District Krakow’s Kazimierz District
Simultaneous translation in English and Poland shall be provided general session parallel sessions

5. PolANd & CEE CUSToMER loyAlTy SUMMiT
Participation in the event is the opportunity to select
from lectures at two parallel conferences:
loyalty Programs and Customer insight
– over 35 presentations, 4 parallel sessions each day!
Conference Loyalty Programs Conference Customer Insight
Sesja BTB Customer insight Strategies
11:50 if and how loyalty can be established with business Leader: Andrzej Łapeta (KUC Advertising Company)
partners 11:50 Developing cost-effective strategies that maximise
Xerox Xtra Club the loyalty of your customers
Arkadiusz Chłopik (Xerox) – awaiting confirmation Honda UK
• Good motivation or effective communication – what Matt Gibson, (Honda UK)
to choose?
• Creating a proactive and dynamic dealer network
• What strengthens and what can damage an effective committed to being the best retailer in town
loyalty program • Engaging with a customers to create
12:20 Effective methods on creating a real, not “bought” a „Customer Panel”
customer loyalty • Both of these strategies are beginning to work
for us, rewards in loyalty, retention and reduction
Koelner in goodwill are beginning to improve
Jacek Pasternak (Koelner) 12:20 The secret of optimal customer relations management,
• A customer in time of recession - what about their meaning customer insight in practice
loyalty?
• Proven mechanisms on how to retain a customer as a GE Money Bank
recipe for real loyalty Monika Boroszewska, Beata Żmudzka (GE Money Bank)
• How segmentation allows the needs and behaviours
1:00 Lunch of our customers to be recognized
• Optimizing–database marketing actions
2:00 Revitalizing the loyalty program • Cross-channel management on the example
of optimizing communication channels
LOT dla Firm for Business
Katarzyna Dubno (PLL LOT) 1:00 Lunch
• Adjusting the program to the needs of the target
group 2:00 loyalty Roi . The entire truth on the economic effects
• How to activate customers of investing in loyalty
• Secrets of attractive and effective communication Andrzej Łapeta (KUC Advertising Company)
• Proper calculation of marketing ROI
2:40 Coffee break • ROI and segmentation
• ROI and customer value
3:00 How to increase the profits of a loyalty program • Interactive models for fast ROI calculation
at a lower cost
Świat Zdrowia (The World of Heath) 2:40 Coffee break
Marcin Piechocki (Torfarm) 3:00 increasing customer retention indicators
• The loyalty program as a pretext to generate revenue in the telecommunications and financial sectors
from accompanying businesses
• Advertising, press publications, B2B unique telecommunications and financial sectors
services – meaning how to generate profit to cover
the program’s operations Tamara Rubin (ING Bank Śląski)
3:40 End of day 1 3:40 End of day 1
8:00 Evening banquet in one of the best restaurants in 8:00 Evening banquet in one of the best restaurants in
Krakow’s Kazimierz District Krakow’s Kazimierz District
Simultaneous translation in English and Poland shall be provided general session sesje równoległe

6. day ii – 16th April, Friday
PRoGRAM
Plenary session
Leader: Jacek Powałka (GOH)
9:30 Registration, welcome and morning coffee
10:00 Aligning the front line customer experience for bottom line results
Mike Wittenstein (The Authority on Customer Experience)
10:40 Social media as a modern method for building your customer relations
Michael Leander Nielsen (Fokus Integrated)
• How to use social media to increase the customer experience and improve
customer service
• How to measure the customer experience and the conversation in social media
• How to utilize effective direct marketing to increase and sustain loyalty
11:20 Coffee break
Conference Loyalty Programs
Main Session Financial session
Leader: Jacek Powałka (GOH) Leader: Tomasz Burdziński (Oskar Wegner)
11:40 The financial market and building loyalty
11:40 An increase in the effectiveness and
the attractiveness of a loyalty program Damian Gucza (Pioneer Pekao TFI)
• What type of customer is it worth linking with
VITAY the brand – customer value
• Information on the customer as a success factor
Bartłomiej Murawski (PKN ORLEN),
Areas influencing customer loyalty
Wioletta Krasnodębska (PKN ORLEN)
• How to avoid an increase in the churn indicator
• Support of analytical tools in designing direct • Sample mechanism for building loyalty
communication • Customer service as an emotional element between
• Designing pro-sales promotions through text the brand and the customer
messages, receipt printout, e-mail– live demo
12:20 Lunch
• Effectiveness calculating methodology
1:20 is it possible to link a customer with a financial
12:20 Lunch institution for good?
Toyota Bank Polska
1:20 The economic crisis – a catastrophe or an opportunity Anna Kamińska, Dorota Szulkowska (Toyota Bank Polska)
for the loyalty program • Is a loyalty program the right solution?
A|Club Loyalty Program • Examples of effective tools for crating long-term customer re-
lations
Vitor Antunes Costa (Accor)
2:00 Interactive workshops,
world trends in loyalty programs in the financial
2:00 Tools for the effective retention of a program sector, the possibility of adaptation to the Polish
participant market
Procter&Gamble, NAVO PGD Tomasz Burdziński (Oskar Wegner)
• Benefits for program participants: points, status
Magdalena Ciesielska (Procter&Gamble)
and other possibilities of providing awards
Roman Gajczewski (NAVO Polska Grupa Dystrybucyjna)
• Loyalty programs as a cross selling tool for profiling
• How to use an internet platform to raise a program’s customer behaviours
effectiveness • Managing the customer data base – the method
• The importance of points – what to do for program of collecting and selecting information,
participants to exchange points for awards? the possibilities of their use
• Mutual business building with traditional market • Partners in the loyalty program – the selection
stores with the help of loyalty programs as a tool of partners
for sales support • The loyalty program as a source of additional
revenue
2:40 Ending, handing out certificates 3:00 Ending, handing out certificates
Simultaneous translation in English and Poland shall be provided general session parallel sessions

7. PolANd & CEE CUSToMER loyAlTy SUMMiT
Participation in the event is the opportunity to select
from lectures at two parallel conferences:
loyalty Programs and Customer insight
– over 35 presentations, 4 parallel sessions each day!
Conference Customer Insight
data Usage data Collection and interpretation
Leader: Andrzej Łapeta (Firma Reklamowa KUC) 11:40 Overcoming the challenges of gathering and analysing
customer data in order to develop targeted loyalty
11:40 How to use insights from Social Network Analysis schemes
to drive improve retention, loyalty and much more
Telenor Serbia
Simon Rees (Idiro Technologies)
Ivan Karlovic (Telenor Serbia)
• How Social Network Analysis adds a new dimension • Understanding the importance of gathering relevant
to customer insight for telcos and complete customer data and assessing the
• Case studies of the application of SNA insights to impact of not doing so in terms of:
driving retention, loyalty, acquisition, cross-sell
– Cost-efficiency of retention schemes
– Customer loyalty
12:20 Lunch
• Managing the challenges of integrating and
processing complex customer data drawn from
1:20 The new methods of increasing customer loyalty multiple sources
• Leveraging the integrated data to develop a holistic
Telekom Austria
view of your customer and to provide them with what
Anna Szczurowska (Telekom Austria TA AG) they want or need
• Innovative way of monitoring customers’ loyalty
as well as comparison with competitors based
on customer satisfaction research 12:20 Lunch
• Building loyalty through closed loop structure
in customer management process
• Using of innovative analytical model „expected 1:20 What data is worth collecting and how deeply should
value” to optimise customer contact management it be processed
strategies (avoidivng customer over contacting;
maximising contribution margin etc.) T-Mobile
Representative T-Mobile Austria
2:00 The seven wonders of the world of loyalty • Multi-channel data collection - threats
Jacek Powałka (Great Open House) • LTV historic data, segmentation, churn
• An analysis of the most interesting loyalty • Joining the companies and data fluctuation
implementations from the world, from the
perspective of data and their use
• 7 reasons, which have resulted in the success of 2:00 Good practices in data collection and analysis
the programs: Tesco Club Card, Neiman-Marcys In- – We are awaiting confirmation of the subject
Circle, Grohe Professional Club(B-to-B), Starbucks
Coffee(USA),5Plus Real
• “Turbodymomen” of loyalty programs, meaning Joanna Stasiecka (Real)
the dynamic segmentation models in practice
2:40 Ending, handing out certificates 2:40 Ending, handing out certificates
Simultaneous translation in English and Poland shall be provided general session sesje równoległe

8. SPEAKERS
Terry Hunt Mike Wittenstein
Chairman, EHS Brann The Authority on Customer Experience
Terry has been directly involved in customer reward and enga- For more than two decades, Mike has led change and inno-
gement strategies both in the UK and overseas for over 15 years. vation initiatives for clients in the fields of customer rela-
Programmes include Tesco Clubcard, HMV Pure, Waterstone’s Card, tions, services, retail, travel, media & entertainment, telecom-
Economist Circle, Diesel Cult, Homebase Spend & Save. Terry has munications, technology, sales, quick-service restaurants,
been most closely involved in the development of Tesco Clubcard non-profit, financial services, education, consumer package go-
and co-authored Scoring Points, the international best-selling book ods, healthcare, government and transportation. He is also author
on Tesco’s pioneering customer programme. (Designed Experiences: A Practical Guide for Leaders),
one of the founders of the International Designed Experiences Al-
liance Network TheIDEA-Net.com.
Chris Jacobs
Independent Consultant in Customer Loyalty/CRM area Michael Leander Nielsen
He has worked in business systems for over 35 years, the last 18 of Chief Executive Officer, Fokus Intergated
which have been exclusively in consumer-focused marketing appli- Michael Leander Nielsen is a recognized authority in the di-
cations. He has been personally involved in the design and imple- rect marketing space. A frequent speaker and lecturer he is also
mentation of over 60 loyalty/CRM schemes in the UK, Europe and the current Chairman of FIMAC and a consultant to Eastern Eu-
beyond, and has an in depth, practical understanding of the diffe- ropean corporations.More about Mr. Leander Nielsen here
rent issues involved in building customer relationships in a wide [http://meemoo2.com].
range of industries.
Simon Rees
Vitor Antunes Costa Sales & Marketing Director, Idiro Technologies
Loyalty Network Animation Manager A|Club Loyalty Progra, Accor In 2005, Simon left the World of the Telecoms Operator to join
Hotels France Idiro Technologies, a leader in the field of Social Networks Analysis
In charge of Hotel Network Animation since 2006. Launched A|Club for Mobile Operator marketing. In Idiro, Simon is responsible
Loyalty Program in September 2008. for customer marketing consulting as well as for heading up
the sales and marketing functions.
Laurence Stock Miloš Ryba
International Development Director, Groupe Aeroplan Analyst, Planet Retail
He joined Loyalty Management Group (now Groupe Aeroplan) in He has been analysing the retail sector in Central and Eastern Euro-
2004 in the Business Development team and he was responsible pean countries for a number of years. Miloš has presented
for generating new revenue streams for the Nectar programme at leading conferences in Eastern Europe and regularly contributes
and the following projects: The signing of ebookers as a Sponsor to media on retail topics. His keen knowledge and expertise lie
and Rewards Supplier, The launch of Nectar eStores, The signing within the Russian market and loyalty schemes.
and launch of mobile2points, The Nectar Child Trust Fund and the
Nectar Film Club. Now he moved in to the international development Anna Szczurowska
team and is working on the launch of the company’s next major co- CRM Manager Team CRM Analytics&Developement, Telekom
alition loyalty programme, in Italy. Austria
Since 2007 she has been in CRM Department in charge of develo-
ping customer loyalty initiatives, improving of customer experience
Iwona Błaszczak
and involved in setting customer contact strategies. She also initia-
Loyalty Program Senior Manager, Carrefour Polska
ted implementing of new customer contact channel and is coordina-
Manages the Rodzinka loyalty program, functioning in supermarket
ting improvement of customer contact data.
chains. In previous years, she gained sales and marketing experien-
ce in Nestle Polska, working with such brands as Nescafe or Winiary.
Artur Brzęczkowski
Marketing Directorfor the Allegro Group, QXL Poland
Magdalena Mularuk He was initially responsible for relations with the web page’s most
Marketing Director, Real, Metro Group important partners, then for Allegro’s marketing, and presently for
She is responsible, among others, for the company’s marketing the group’s marketing, PR community.
strategy, media, sales promotions as well as new products develop-
ment.She has gained professional experience in companies such Katarzyna Dubno
as: Ikea, Colgate-Palmolive, S.C.Johnson. Marketing Program Department Manager
Manages the Miles&More frequent flyer program on the Polish mar-
ket as well as the program for small land medium sized enterpri-
Marek Szybalski ses – LOT for Business. She is also credited with the migration
Trade Director, SPAR Polska of the LOT Voyager and Qualiflyer loyalty programs.
Possesses over fifteen years of experience in traditional as well as
modern trade on the Polish and the European market in the fields
of production, purchasing, sales and FMCG product distribution.He Damian Gucza
has worked for SPAR Polska for the past seven years. Earlier, he held Director of the Marketing Communications Team, Pioneer Pekao TFI
management positions in companies including: Aromat Snack, El- Possesses ten years of experience in marketing and advertising
breweryCo.Ltd., EduschoPolska. (3 years in the financial sector), gained in corporate marketing and
advertising agencies He is responsible for: investment fund adver-
Jacek Powałka tising campaigns, promotional and sales materials,
Vice Chairman of the Board, CEO, Great Open House Public Relations, CSR.
The lecturer at the Polish and international conferences on marke-
ting strategies. He is an expert in CRM, integrated marketing and loy- Arkadiusz Chłopik
alty programmes. He gained his experience in ATL and BTL in Pep- Office Marketing Manager, Xerox Polska
sico Poland, Polkomtel, TP SA, Meteor Mobile Communications (Ire- Manages the office group marketing department, he is responsible
land). He was the only Polish citizen to be the advisor to the Chair- for creating and implementing marketing actions, demand among
man of the Board of France Telecom in Paris. He is also the co-au- the partner channels as well as end customers, pricing policy as well
thor of the loyalty programme „5 Plus” for Polkomtel and the „Mię- as communication in the partner channel.
dzy Nami” (Among Us) programme in Dialog Telecom.
Marek Banowski
GlasMax Program Coordinator, Guardian Częstochowa
Joanna Stasiecka Responsible for the coordination, creation and all actions connected
Director of theLoyalty Operations, Market Analysis and Research, with the program. A consultant in the scope of marketing for many
Real Metro Group years. Previously the Trade Director for MK Café, among others.

9. PolANd & CEE CUSToMER loyAlTy SUMMiT
Marcin Piechocki Ivan Karlovic
CEO, Management Board Member, Torfarm Group CRM Data Mining Specialist, Telenor Serbia
Responsible for the implementation of a national loyalty program for He works as the CRM Data Mining Specialist for Telenor Serbia.
customers of the Świat Zdrowia pharmacies cooperating with distri- With the vision to support the overall CRM strategy, enjoys in-
bution companies within the framework of the Torfarm Group. One volvement in numerous cross-functional projects as the lead
of his more important successes is linking over 150 pharmacies all on predictive analytics, segmentation and customer insight to help
over the country into a partnership network. develop and retain customers.
Xawery Konarski
Katarzyna Szafrańska-Blank Lawyer, Associate, Traple Konarski Podrecki Legal Office
Senior Manager in Consumer Products, Retail and Distribution , The legal expert of the Polish Chamber of Information Technology
Tax Consultancy Department, PricewaterhouseCoopers and Telecommunication (PIIT) and the Direct Marketing Association
She is the licensed tax consultant. She specialises in issues of tax (SMB). He is the author or the co-author of the scientific publica-
risk management in the area of marketing expenses, and in con- tions on the advertising law, including the books: “The Internet and
sulting for the sector of retail and distribution. She has many years the Law In Practice” (2002) and “The Commentary to the Act on Pro-
experience in tax consultancy, and advising customers in the area viding E-Services” (2004). He is the member of the Programme Com-
of tax categorization of marketing expenses. She is the co-author of mittee of the quarterly magazine “New Technologies Law”. He par-
the publications within that scope, including the book “Representa- ticipated as an expert in the legislation works on the law amend-
tion, Advertisement and Promotion. Tax Issues” ment within the scope of the new technologies law and protection
of personal data (2004).
Tomasz Straszyński
Andrzej Łapeta
Manager of the Cooperation Team with External Business Partners,
Strategist, Firma Reklamowa KUC
Raiffeisen Bank Polska
Consultant in the extent of creating and modifying loyalty programs.
He manages the New Business Development Team in the Reta-
He has dealt with management and marketing for over 15 years, and
il Banking Department of Raiffeisen Bank Polska S.A. He is respon-
for the past seven years he has been specifically interested in rela-
sible, among others, for the implementation of the Master Card
tion building programs.Speaker at many Loyalty Program Congres-
Word Class& Club credit card to Raiffeisen Bank Polska S.A.’s offer
ses.
as well as the implementation and development of the Class&Club
Partner Program. Łukasz Róg
Vice President of the AutoCard Management Board, President of
Tomasz Burdziński the Euro Dental Clinik Management Board
Strategic Director, Oskar Wegner He is responsible for the first multi-partner loyalty program in the au-
For the last10 years he has been developing and implementing mar- tomotive sector – Autocard.
keting plans on the strategic and operational level. He is an expert Krzysztof Swaczyna
in systems of building and developing the customer relation and Loyalty Programme Manager, Alma Market
data analysis. He participated in the emergence of the concepts of He is responsible for the initiatives and the activities of the Connois-
motivation and loyaltyprogrammes forAIG Credit, Amica, Aviko, Farm seur Club. He has a wide-ranging experience, which he gained wor-
Frites, 3M, Toyota More. king as the project manager in the call centre and customer service
industry. He cooperated in many loyalty programmes, including Se-
Bartłomiej Murawski phora Club and Premium Club.
Team Manager of the VITAY Program Development Team, PKN ORLEN Jacek Pasternak
He has dealt with the topic of increasing customer loyalty for over Marketing Director, Koelner Group
10 years. He is responsible, among others, for the promotional use He is currently involved in the creation of a new marketing organi-
of the VITAY Program at PKN ORLEN. zation, responsible for the needs of an international entity. He was
previously responsible for market relations in the Impel Group.
Monika Boroszewska
CRM Director, GE Money Bank Wioletta Krasnodębska
Presently, she manages the team creating x-sell strategies for con- Coordinator of the VITAY Program Development Team, PKN ORLEN
sumer finance product lines addressed to the bank’s regular custo- She has dealt with sales promotions as well asdirect marketing at
mers. She created antiattrition processes from scratch directed at PKN ORLEN for the past three years. She has participated in the con-
counteracting customer loss. She also implemented direct marke- struction of an analytical tool for designing direct communication
ting campaigns in the frames of a loyalty program. She created and and uses it in her everyday work.
managed an up-sell process for one of the bank’s products. Roman Gajczewski
Vice President of the NAVO Polska Grupa Dystrybucyjna Manage-
Beata Żmudzka ment Board
CRM Modeling and Forecasting Manager, GE Money Bank In 2001 he became Vice President of NAVO PGD, created by five P&G
She is responsible for the support and optimization of activities Regional Distributors, which became the strategic partner of Proc-
aimed at effective customer relations management with the use ter&Gamble on the traditional market in Poland. He has also recen-
of advanced statistical techniques, optimization, and data mining tly become responsible for the development of new business pro-
tools. jects in NAVO.
Piotr Lutek
Marcin Drzewiecki Management Board President, Synergia
Marketing Director, Loyalty Partner Polska He specializes in the field of strategic marketing, market surroun-
Many years of experience in modern commerce, also in the posi- ding analysis techniques, tools for assessing the attractiveness of
tion of Marketing Director for Carrefour Poland, and Customer Insi- an enterprise, marketing research, brand management, and sales
ght Manager for Tesco Poland, where he was responsible for the in- techniques.
troduction and development of an internet consumer research pro- Anna Kamińska
gram. Deputy Director of Direct Sales Department, Toyota Bank Polska
Matt Gibson
Responsible for the sales of retail products within the bank and thro-
Head of Customer, Honda UK
ugh external suppliers, and for the quality of the bank’s customer
Matt has been in Honda for 27 years, starting his career in the Mar-
services. Participates actively in creating and realizing the bank’s
keting department before moving into Sales, Network Development,
strategy towards its clients in the Loyalty Program More.
Aftersales and now as Head of Customer where his role is to lead
two teams of Customer Relations and Customer Understanding.
Passionate about understanding what drives loyalty and advocacy Dorota Szulkowska
in customers is top of Matt’s agenda. Senior Marketing Specialist, Toyota Bank Polska
Responsible for activities supporting the area of direct sales, organi-
Magdalena Ciesielska zes competitions and lotteries and promotes sales, co-ordinates the
Procter & Gamble Toyota loyalty program More, on behalf of Toyota Bank.
Tamara Rubin
Przedstawiciel T-Mobile CRM Director, ING Bank Śląski

10. Testimonials
“The Multipartner Loyalty Programs Forum was an extre- „If you are considering joining a loyalty programme this
mely important event as it gathered true loyalty experts not conference provided a great overview as it included presen-
only from Poland but from all over Europe as well. I’m glad tations from all of the biggest names in European loyalty”.
that the PAYBACK bonus program, which has its debut on iain Pringle
the Polish market, was included in the event’s agenda”.
Head of Customer insight & loyalty
Sylwia Pyśkiewicz
The Mileage Company – AirMiles, British Airways Miles
Managing director, loyalty Partner Polska
“Great impressions, I am very content. The level of organi-
zation and speakers was very high (…) I think that it would
be good to organize such a summit for marketers and ad-
“I am very much impressed that speakers from practically vertising specialists”.
all of the major loyalty programs in Europe have been suc- Pavel Sidorenco,
cessfully gathered in one place. We’ve never had such an Development Director Tellus
event in Poland until now, with so many interesting spe-
akers. The time of the conference was also ideally chosen
– PayBack’s debut on the market enhanced the interest in
multi-partner loyalty programs, and there are few serious
marketing managers working in the B2C area who can ho-
nestly say that this is not of relevance to them. The orga-
nisation, as always in your case, was superb; and I think You are invited to take part in
the lectures were interesting and presented global trends. Poland & CEE Customer Loyalty Summit:
Congratulations again”. Katarzyna Klimkiewicz – Project Manager
Tomasz Burdziński tel. +48 12 350 54 00, faks + 48 12 350 54 01
Strategic director, oskar Wegner katarzyna.klimkiewicz@bluebusinessmedia.com
Sponsors welcome
Irrespective of whether the aim of your company is to expand business contacts,
strengthen its brand image or present a new product,
the „POLAND & CEE CUSTOMER LOYALTY SUMMIT”
event is the ideal opportunity to strengthen the position of the company,
and especially to increase sales and profits.
Thanks to cooperating with us, you will receive a package, ideally tailored to your budget
and your company’s marketing aims.
Please contact:
Anną Szczurek – Business Development Manager
tel. +48 12 350 54 52, faks + 48 12 350 54 01
anna.szczurek@bluebusinessmedia.com

12. 15-16 April 2010
Hotel Qubus,
Nadwiślanska 6,
THE ORDER FORM Cracow
POLAND & CEE
Customer Loyalty Summit
YES, i want to participate in the conference: Conditions of participations
1. The participation costs per person are as follows:
by 19th March after 19th March w konferencji:
PLN 3995 + 22% VAT – if you register by 19th March and pay
Loyalty Programs PLN 3995 + 22% VAT PLN 4495 + 22% VAT the full amount before the date of the conference
PLN 4495 + 22% VAT – if you register after 19th March or pay
Customer Insight PLN 3995 + 22% VAT PLN 4495 + 22% VAT the full amount after the date of the conference
in the workshops: „Build a loyalty strategy...”
(13-14 April):
YES, i want to participate in the conference and the workshops: PLN 2995 + 22% VAT – if you register by 19th March and pay
the full amount before the date of the workshops
PLN 3495 + 22% VAT – if you register after 19th March or pay
LoyaLty Programs customer insight the full amount after the date of the workshops
in the legal and tax workshops (14 April):
by 19th March after 19th March PLN 1795 + 22% VAT – if you register by 19th March and pay
the full amount before the date of the workshops
“Build a customer loyalty strategy” PLN 5495 + 22% VAT PLN 6295 + 22% VAT
PLN 1995 + 22% VAT – you register after 19th March or pay
the full amount after the date of the workshops
The legal and tax aspects PLN 4995 + 22% VAT PLN 5495 + 22% VAT in the conference and the “Build a loyalty strategy…”
of loyalty programs workshops:
PLN 5495 + 22% VAT – if you register by 19th March and pay
the full amount before the date of the conference
YES, i want to participate in the workshops: PLN 6295 + + 22% VAT – if you register after 19th March or pay
the full amount after the date of the conference
in the conference and the legal and tax workshops:
by 19th March after 19th March
PLN 4995 + 22% VAT – if you register by 19th March and pay
the full amount before the date of the conference
„Zbuduj strategię lojalności klientów” PLN 2995 + 22% VAT PLN 3495 + 22% VAT
PLN 5495 + + 22% VAT – if you register after 19th March or pay
Aspekty prawno-podatkowe PLN 1795 + 22% VAT PLN 1995 + 22% VAT
the full amount after the date of the conference.
programów lojalnościowych 2. The price includes lectures, congress materials, coffee breaks,
lunch. (regards the conference).
3. Sending a signed and completed application form to Blue
Business Media by fax or e-mail constitutes the conclusion
YES, i want to order a free report: of a binding agreement between the Applicant and Blue Busi-
ness Media and is equivalent to the Applicant’s consent to
all the obligations resulting from the agreement. A pro forma
LOYALTY REVIEW POLAND RETAIL REVIEW POLAND invoice is issued on a standard basis and sent via email after
receiving the application form.
4. The person signing the registration form on behalf of the Ap-
plicant declares that they possess the relevant authorization
Send today to fax no. 12 350 54 01 to act in the name of and on behalf of the Applicant, specifi-
cally to conclude an agreement with Blue Business Media.
5. In the event the applicant registers before 19th March 2010
1. Name and surname: ........................................................................................................................ but does not pay the full amount for the participation before
the date of the meeting, the participation cost per person in
Position: ........................................................................................................................................... the forum amounts to PLN 4495 + 22% VAT (conference),
Department: ...................................................................................................................................... PLN 3495 + 22% VAT (“Build a strategy…” workshops)
PLN 1995.
2.Name and surname: ........................................................................................................................ 6. The payment shall be made on the bank account:
Position: ........................................................................................................................................... Alior Bank S.A., Al. Jana Pawła II 18, Warszawa
Department: ...................................................................................................................................... 15 2490 0005 0000 4520 7369 1425
7. The Applicant has the right to withdraw from participating
3.The company: ................................................................................................................................. on the terms and conditions indicated below. Resignation
Street: ............................................................................................................................................... from participation should be submitted in writing and sent by
Zip Code: .............................................................. Town: .................................................................... registered mail to the address of Blue Business Media.
8. In the case of resignation by 19th March 2010, the Applicant
Tel: .......................................................................... Fax: ................................................................. is obligated to pay a service fee in the amount of PLN 400 +
E-mail: .............................................................................................................................................. 22% VAT.
9. In the case of resignation after 19th March 2010, the Ap-
4. Data of the buyer, needed for issue of VAT Invoice: plicant is obligated to pay the full participation costs, in the
Company’s Name: .............................................................................................................................. amount resulting from the agreement concluded between the
Applicant and Blue Business Media.
The seat: ............................................................................................................................................
10. In the event of the lack of participation in the forum as well
Address: ........................................................................................................................................... as the lack of the written resignation from participation in the
Tax Identification Number: .................................................................................................................. conference, the Applicant is obligated to pay the full participa-
tion costs in the amount resulting from the agreement.
5. Who else should be sent information of that event: 11. Default in payment shall not be unambiguous with resignation
Name and surname: .......................................................................................................................... from the participation.
Position: ........................................................................................................................................... 12. A person indicated by the Applicant may participate in the
conference in lieu of the person submitted to participate.
Department: ...................................................................................................................................... 13. Blue Business Media reserves the right to change the
Tel: .......................................................................... Fax: ................................................................ program, the venue of the conference as well as cancel the
E-mail: ............................................................................................................................................. conference.
According to the act of August 29th of 1997 on the personal data protection (Journal of Laws, No 133, item 833) Informedia Polska Sp. z o.o. with its seat in War-
saw (hereinafter referred to as Informedia) hereby notifies that it is the administrator of personal data. We give consent on processing personal data for the pur-
pose of promotion and marketing of the activity conducted by Informedia, the services provided and products being offered, and also for the purpose of promo-
tion of client’s offers of Informedia. We also give approval for receiving offers by e-mail as well as any trade information concerning Informedia and the client’s (stamp and signature)
of Informedia. The entity giving consent on processing personal data shall be entitled to the right of control of data processing, which they concern including also
the right to correct them.
We also declare that we have red the terms and conditions for participation and we oblige to pay the entire amount resulting
from the present agreement
Blue Business Media, Oddział Kraków:
ul. B. Joselewicza 21 c, 31-031 Kraków
tel: +48 12 350 54 00, fax: +48 12 350 54 01
e-mail: info@bluebusinessmedia.com, www.bbm.pl
Blue Business Media Sp. z o.o. with its registered office in Warsaw (00-517), ul. Marszałkowska 80, entered into the Register of Entrepreneurs kept by the District Court for the Capital City of Warsaw, 12th Commercial Division of the National Court Register,
under no. KRS 0000325306, NIP 7010167656, the amount of the share capital: PLN 100,000.