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 Creating a Culture that WOWs with Al Stubblefield, president and CEO, Baptist Health Care Corporation. The definition of insanity is repeating the same behavior and expecting different results. As COO of Baptist Health Care, Al Stubblefield realized that change was necessary in his work environment. Later as CEO, he decided to establish a common vision that would alter the culture of the organization. The culture is what really matters, he maintains. If there is no winning culture, the business can't succeed and compete over time. He set benchmarks and best practices for other organizations to measure themselves against by creating a service-centered culture that cared first and foremost about customer satisfaction. Stubblefield provides a case study of this improvement process, he explains how he made his company one of Fortune's Top 100 Best Companies to Work for in America for six consecutive years, and the second healthcare system in the country to receive the Malcom Baldrige Award for Quality from the President of the United States.
 Federal Government Affairs Update with IIABA Senior Vice President, Government Affairs, Charles Symington. In his role with the Big I, Charles oversees all aspects of government affairs for the association. He manages the association's Capitol Hill office and directs the day-to-day activities of the Big I's legislative and political staff. Up to date on all issues that affect insurance, Charles will talk about:
• Implementation of Dodd-Frank Wall Street Regulatory Reform Bill
• Implementation of Patient Protection and Affordable Care Act (PPACA)
• Extension & Reform of the National Flood Insurance Program
• Crop Insurance & 2012 Farm Bill
• NARAB II
• Continued Opposition to OFC
 Driving Home the Value of Your FAIA Membership with FAIA President & CEO Jeff Grady. Why is your agency a member of FAIA? The answer to that question can vary greatly, but most times, it really shouldn't. From the perch of FAIA's president, the view includes several aspects that many agents often overlook. Jeff will share some his experiences and observations about the current state of the association and its future that demonstrates the value FAIA continues to deliver for independent agents.
 Dr. William Hold, president of The National Alliance for Insurance Education & Research
 State of The Florida Insurance Market with Insurance Commissioner Kevin McCarty.
 Perspective on the State of the Insurance Distribution System and What It Will Take to Succeed in the Future with Bobby Reagan, Reagan Consulting. Bobby will provide an assessment of the development, growth, and performance of the insurance distribution system. He will discuss the challenges facing our industry and the effect that they are having. Most importantly, he will focus on the significant opportunities available to agents and brokers and what will be required of high performing firms to maximize their performance in the years to come.
 Warrick Dunn We've got the green light to let you know that our closing speaker for Friday's General Session is Warrick Dunn! Dunn's career highlights are many (and we'll tell you about them), but it's his own personal Road To Recovery message that will give you the best understanding of the man that Warrick Dunn is. When Dunn was 18 years old, his mother, an off-duty police officer, was murdered during a robbery, leaving Dunn and his grandmother to raise his five younger siblings. After signing an NFL contract, Dunn moved his siblings from Louisiana to Tampa where he could come home after practice to make sure they had done their homework, cleaned their rooms, and were fed well. This was hardly the ritzy lifestyle most NFL rookies experienced.
To help struggling single mothers, Dunn established the Warrick Dunn Foundation and the Homes for the Holidays program, which helps single mothers purchase homes. The program buys homes through a down payment provided by Dunn. Dunn's goal is to help these mothers realize the dream that his mother was not able to give to him and his siblings…to own their own home.
Dunn's career highlights include:
• Three-time Pro Bowl selection
• Only the sixth player in NFL history with more than 10,000 yards rushing and 500 receptions during his career
• Selected by the Heisman Trophy Trust as the 2010 recipient of the Heisman Humanitarian Award
• Recipient of the 2009 Bart Starr Award
• 2008 World Sports Humanitarian Hall of Fame inductee
• 2004 Walter Payton NFL Man of the Year
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Your roadmap to success begins on Wednesday afternoon and continues through Saturday with the breakout sessions! Remember, it's what you learn after you know it all that really counts and FAIA's breakout sessions not only help you meet the continuing education requirements, but these sessions will help you sharpen your skills and increase your knowledge, thereby raising your level of productivity, growth, and profit. Plus, the real payoff is that FAIA's breakout sessions are fun, too! Here's a glimpse of some of the sessions we have planned.
 Insurance Pot Holes Along The Road To Recovery with David Thompson, CPCU, AAI, API. As many consumers traveled down the road to recovery over the past few years, they knowingly and unknowingly created significant "pot holes" in their insurance protection. As the recovery is underway for some, it's time to step back and see what changes need to be made to coverages that were dropped, decreased, or neglected. Your "Chief Truck Driver" along the roadway is FAIA's David Thompson who is licensed (and insured) to drive you down the roadway and help avoid these pot holes. Just a few of the pot holes David will look at are the lack of uninsured motorist coverage, undervaluation on property policies, auto med-pay coverage, the lack of ordinance and law coverage, workers' compensation (who counts and who doesn't), vacancy issues on personal and commercial lines policies, "favorable lease" pitfalls, "boomerang kids," and much more. Not only will you learn to avoid insurance pot holes, you may also earn prizes from a truck stop along the "Road to Recovery!" "Learn and earn." Sounds like a great day! This session has been approved by the DFS for three (3) hours of continuing education credits (intermediate) CE #75254, CE0220—General Lines Property & Casualty; CE #75255, CE0324—Adjuster Optional. YAC Track CLass
 Dividing The Insurance Dollar with Jay Williams. As an agent, you not only sell insurance, you're also an insurance consumer. As such, you must wonder from time to time where your insurance dollar goes. This class will not only help you with the answer to that question, it will also give you the information to answer it for your customers. Jay Williams, president of Bankers Underwriters, Inc., and Bankers Employer Services, Inc., will slice the "insurance dollar pie" and serve it to you. And what happens when you run out of pie? Come to the class and find out. This session has been approved by the DFS for two (2) hours of continuing education credits (intermediate) CE #73177, CE0220—General Lines Property & Casualty. YAC Track Class.
 The Truth and Trauma of a Hurricane Insurance Claim with Mark Phillips, Guardhouse Assurance, LLC. Examining the fiduciary and liability exposures of officers and directors in a condominium association as displayed in the Case Study—Ms. Sally Somebody. The large loss adjuster displays how poor preparation of insurance documents, building records, and shoddy board performance produces a catastrophic denial of coverage. Every agent needs to thoroughly understand the adjusting protocols and methods used in the large loss claims process. Understanding the "Duties of the Insured in the Event of Loss" and how these loss adjusting requirements bind the insured to crucial levels of performance after a large loss will equip you to advise and prepare your clients ahead of catastrophic loss events. This session has been approved by the DFS for two (2) hours of continuing education credits (intermediate) CE #75250, CE9901—Generic Life and General Lines.
 Understanding the OIR 1802 Form Questions with William H. York, president WHYork Consulting. The OIR 1802 Form is used to identify building features that may qualify homeowners for Wind Mitigation Credits. There have been many questions by agents, homeowners, inspectors and others regarding the "correct" answers to the questions. This class will review some of the most common problems encountered by agents when dealing with homeowners, inspectors, and underwriting departments. This class material was extracted from the material used in a seven-hour inspector class, which has won support from several major carriers and a number of smaller ones. Come, bring your questions and get them answered by one of the most experienced individuals involved with the "Form." This session has been approved by the DFS for two (2) hours of continuing education credits (intermediate) CE #75615, one hour—CE9910 Premium Discounts/Mitigation; one hour—CE0220 General Lines (Property & Casualty). YAC Track Class.
 Doing the Right Thing with FAIA Instructor Bill Perkins, AAI. It could be said that ethics is the pursuit of the "right thing." But how do you know it's right? Are there criteria; and if so, what are they? This three-hour ethics course is meant to explore the issue of doing the right thing. Join us. It may be just the right thing to do. This class has also been approved by IRMI® for Reaccreditation Credit for those with a CRIS designation. Note: This class was taught in 2010. This session has been approved by the DFS for three (3) hours of continuing education credits (intermediate) CE #71157, CE9908—Ethics for Agents; CE #71158 , CE0324—Adjuster Ethics. YAC Track Class
 2011 Legislative Roundup with FAIA Instructor Bill Perkins, AAI; FAIA Vice President and General Counsel Laura Pearce, Esq., AAI; and Kyle Ulrich, CAE, FAIA Senior Vice President, Public Affairs. The purpose of this four-hour CE approved class is to provide you with an understanding of the 2011 legislative efforts that impact the Florida insurance industry. Information will be provided to describe what laws were passed, what legislation was defeated, and what the future may hold for upcoming legislative initiatives. Discussions will include how the legislation will affect you, your clients, and your agency.This session has been approved by the DFS for four (4) hours of continuing education credit for General Lines Agents, Customer Service Representatives, and Adjusters—324-A Law and Policy Credit.
E&O 2011—Learning from the Past with David Thompson, CPCU, AAI, API. By looking at what "went south" in the past, we are able to learn how to prevent the same mistake again; that's the focus of this errors and omissions class. Over the span of four hours, we will look at actual E&O claims, dig into the issue, and make recommendations on how to avoid the same problem again. Using actual (anonymous) claims, we will focus on what could have been done differently to avoid a future claim. Come prepared to share your "horror stories" as well as "success stories," too. This session has been approved by the DFS for four (4) hours of continuing education credits (intermediate) CE #75060, CE—Generic Life, General Lines, and Title.
 Contractual Liability and Additional Insureds with David M. Sanborn, CPCU, president of Risk & Insurance Education, Inc. It seems like everyone is trying to transfer their liabilities to someone else. Often individuals and businesses enter into contracts and agreements with others. These agreements frequently require one party to become responsible for many things via indemnification agreements and other means. Additional insured endorsements are generally required. Some of these assumptions/transfers are insured or insurable and some of them are not! Often the agent/broker/company person must react quickly and often becomes concerned about what has really happened!? This session will be spent on bringing you up to date with the latest trends and changes in the areas of "risk transfers," including changes with the 12/07 CGL and the 7/04 Additional Insured endorsements. This session has been approved by the DFS for four (4) hours of continuing education credits (intermediate) CE #76469, CE—General Lines (Property & Casualty).
 E&O Prevention: Implementing an Effective Information Security Program in the Agency with Tim Woodcock, president & CEO of Courtesy Computers and Executive Director of IIABA's Agents Council for Technology Jeff Yates. As agents conduct more business online and become more dependent on electronic information, the security risks they face have increased and caught the attention of federal and state regulators. During this session you will learn more about how federal and state law, as well as good risk management practice, have made it mandatory for agencies to implement an information security program that is anchored by a written security plan. You will learn practical steps you can take to protect the privacy of your private client and employee personal information whether in paper or electronic form, as well as the tools you can use to do it. The program also covers the numerous free tools and articles that ACT has produced to assist agencies with their security program—including a prototype agency information security plan that agencies can customize, as well as articles on how they can protect their agency websites and use of social media. This session has been approved by the DFS for two (2) hours of continuing education credits (intermediate) CE #76863, CE9901—Generic Life and General Lines.
 Senior Suitability: Updated with FAIA Director of Education Tom Ashley, AAI, AIAM, AIP. (REQUIRED CE—3 hours–Life License) This course meets the new DFS requirement that all life insurance agents must have three hours on the topic of annuities suitability for seniors, effective with CE compliance dates of January 2009 and later. Join Tom as he reviews the duties of insurers and agents in determining the objectively-reasonable basis for recommendations of annuities. Agents must collect personal information, determine the client's current financial situation, future financial considerations, intended uses of annuities, source of funds for purchase, and other financial needs the client might have. Tom will also review agent responsibilities to provide a comparison of differences between annuity contracts, potential tax implications, and disclosure of risk factors. In addition, a review of churning and twisting as unfair methods of competition and unfair or deceptive acts is presented. Determination of suitability is made by way of a suitability questionnaire and a form to use to compare annuity products. Mitigation of responsibility and recordkeeping requirements are also covered. This session has been approved by the DFS for 3 hours of continuing education credits (intermediate) CE #74852, CE 9911—Senior Suitability.
 Insurance Fraud and How to Prevent It with John Carpenter, area sales manager for Safelite Glass. This session will provide you with an increased knowledge on the different types of fraud/scams people use to cheat insurance companies of billions of dollars each year. John, a veteran in the auto glass industry with over 35 years in the business, will assist you in recognizing fraudulent auto scams. At the conclusion of this session, you will have a better understanding of fraudulent claims in general and how it impacts insurance companies. Protect your agency and policyholders by attending this class.This session has been approved by the DFS for two (2) hours of continuing education credits (intermediate) CE #76324, CE0220—General Lines Property & Casualty.
 Driving Results through Field Underwriting with Diana Brooks, Senior Training Consultant, Liberty Mutual Insurance Company. As an agent you strive for better agency/company relationships, as well as making every effort to determine the best coverage for your clients. In this session, Diana will give you an enhanced understanding of front line underwriting exposures. This will improve your ability to conduct interviews with clients to determine eligibility for coverage, counsel client on customization opportunities, complete applications with accuracy and that will not result in a phone call from the underwriter, as well as create better agency/company relationships. Diana will specifically drive you all the way through objective versus subjective underwriting and discussion various case studies for homeowners, automobile, and umbrella front line underwriting. This session has been approved by the DFS for two (2) hours of continuing education credits (intermediate) CE #76323, CE0220—General Lines Property & Casualty. YAC Track Class.
 Writing Commercial with Confidence: Using Citizens' Checklists and More with Clara McDaniels, assistant director, Consumer & Agent Services; Steve Bitar, senior director, Consumer & Agent Services; Michelle Geiger, technical coordinator and trainer; and Brenda Porada, insurance training instructor. This Citizens' session will enable agents currently writing commercial polices to get more familiar with the submission process. This course will focus on Citizens' commercial underwriting process, utilizing the correct forms and required submission items for the different lines of business. It will also include insights and helpful tips from the Commercial Underwriting Department that will help save you time when writing commercial business.
 Recovering From the Spin Out of Identity Theft with crew chief Michael McCoy Identity theft is the fastest growing crime in America. It can put your life in a tailspin, and when that happens, it feels like it is never going to end. It is an intrusive crime that takes the most up-to-date information to get your life back on track. As a licensed insurance agent, Michael is familiar with the specific identity theft issues related to the agent and the responsibility for protecting this indispensable, yet fragile personal asset. Michael will use risk management techniques to prepare you for maximum performance in managing confidential customer identity data. This session is the product of five years of research; two books; many print, radio, and television appearances; an on-going ID theft awareness blog; numerous field-tested workshops; and two major National Science Foundation grants. Michael is the co-author of two books on identity theft, The Silent Crime (2008) and Who Is You: The Coming Epidemic of Identity Theft (2005). He is the recipient of the 2007 and 2008 National Science Foundation (NSF) and Iowa State University Center for Information Protection (CIP) grant to study the effects of identity theft on corporations as it relates to the behavior of the individual employee.This session has been approved by the DFS for two (2) hours of continuing education credits (intermediate) CE #77330, CE9901—General Lines (Property & Casualty).
 Subrogation Reporting on Mitigation Claims with Holly Douglas, AMRT, ASD, WRT, OCT, FRST, a business development manager with ServiceMaster Cleaning & Restoration. This is a comprehensive course that is focused on equipping insurance agents to control claims costs through subrogation investigation and reporting. The course teaches the value of mitigation first responders. This course is two hours in length and includes a combination of instructor presentation, demonstration of procedural techniques and student participation exercises.This session has been approved by the DFS for two (2) hours of continuing education credits (intermediate) CE #75872, CE0220—General Lines Combo.
 Advertising Injury Coverage Under a Commercial General Liability or Umbrella Policy for Intellectual Property Cases with James A. Stepan, Esq., Feldman Gale, P.A. During this session, Jim will discuss insurance coverage for intellectual property cases. Most insurance coverage issues in intellectual property cases involve advertising injury coverage under commercial general liability (CGL) and Umbrella policies. This presentation will discuss the interaction between the advertising injury language of CGL and Umbrella policies and various intellectual property disputes. Also included will be a discussion between the duty to defend and duty to indemnify, as well as policy exclusions. This session has been approved by the DFS for two (2) hours of continuing education credits (intermediate) CE #76483, CE—General Lines (Property & Casualty). YAC Track Class.
 Hurricane and Wind Protection with Arnold Goldin, property loss control specialist for Chubb. This seminar is designed to help you, the insurance producer, become more familiar with the current building products specifically designed to mitigate hurricane and windstorm damage. This technical knowledge will also allow you to be better equipped to counsel your clients on hurricane and windstorm preparedness. The seminar will also provide knowledge that will lead to fair and accurate rating through an increased understanding of the differences among the various hurricane and windstorm protection products. YAC Track Class
BREAKOUT SESSION FOR PRINCIPALS ONLY—Thursday, June 9, 2:30 p.m.–4:30 p.m.
The Challenge for Insurance Agents and Brokers to Remain Privately Held with Bobby Reagan, Reagan Consulting.Bobby Reagan will present the findings of their recently completed Private Ownership Study. As the study showed, the majority of agents and brokers desire to remain privately held but are finding it difficult to accomplish. Bobby will share the best practices that will allow for private ownership to be maintained and will show how it can fuel the growth and performance of firms that use it wisely. This session has been approved by the DFS for one (1) hour of continuing education credits (intermediate) CE #76322, CE0220—General Lines Property & Casualty.
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12:00 Noon Registration Desk Opens (closes 6:00 p.m.)—Gatlin 1 Registration Desk
12:00 Noon YAC Golf Tournament—Shingle Creek Golf Club
1:00–3:00 p.m. Breakout Sessions
- Understanding the OIR 1802 Form Questions with Bill York—St. Johns 22/23
- Hurricane and Wind Protection with Arnold Goldin—St. Johns 24/25
1:00–4:00 p.m. Breakout Sessions
- Insurance Pot Holes Along the Road to Recovery with David Thompson, CPCU, AAI, API—Conway
- Doing the Right Thing(Ethics) with Bill Perkins, AAI.—Sandlake
2:00 p.m. Exhibitor Registration Desk Opens (closes 6:00 p.m.)—Gatlin 2 Registration Desk
6:00–8:00 p.m. YAC Reception (By Invitation Only)—Sandlake
Thursday, June 9
7:00 a.m. Registration Desk Opens (closes 6:00 p.m.)—Gatlin 1 Registration Desk
8:00 a.m. Exhibitor Registration Desk Opens (closes 6:00 p.m.)—Gatlin 1 Registration Desk
8:00 a.m.–10:00 a.m. Breakout Sessions
- Advertising Injury Coverage Under CGL or Umbrella Policies—For Intellectual Property Cases with James Stepan, Esq.—St. Johns 22/23
- The Truth and Trauma of a Hurricane Insurance Claim with Mark Phillips—St. Johns 24/25
- Dividing the Insurance Dollar with Jay Williams, AAI, AIP, CIC, CRM, ACSR—St. Johns 26/27
- Recovering From the Spin Out of Identity Theft with Michael McCoy—St. Johns 28/29
8:00 a.m.–12:00 noon Breakout Sessions
- 2011 Legislative Roundup with FAIA Instructor Bill Perkins, AAI, FAIA Director of Governmental Affairs and General Counsel Laura Pearce, and FAIA Director of Political Affairs Kyle Ulrich, CAE—Sandlake
- E&O 2011—Learning From the Past with David Thompson, CPCU, AAI, API—Conway
- Contractual Liability & Additional Insureds with David Sanborn, CPCU—St. Johns 30/31
10:30 a.m.–12:30 p.m. Breakout Sessions
- Driving Results Through Field Underwriting with Diana Brooks—St. John's 24/25
- Subrogation Reporting on Mitigation Claims with Holly Douglas, AMRT, ASD, WRT, OCT, FRST—St. John's 26/27
- Recovering From the Spin Out of Identity Theft with Michael McCoy—[REPEAT]—St. Johns 28/29
12:30 p.m. EXHIBITS Open (close at 6:00 p.m.)—Gatlin Ballroom
Lunch in the Exhibit Hall (Free to convention registrants and exhibitors)
BREAKOUT SESSION FOR PRINCIPALS ONLY—Thursday, June 9, 2:30 p.m.–4:30 p.m.
3:00 p.m. Ice Cream Break in the Exhibit Hall
7:00 p.m. Thursday's Opening Night Party—Sebastian Ballroom
Friday, June 10
7:15 a.m.–8:15 a.m. Continental Breakfast—Sebastian Foyer
7:30 a.m. Registration Desk Opens (closes 5:00 p.m.)—Gatlin 1 Registration Desk
8:00 a.m.–11:30 a.m. Opening General Session—Sebastian Ballroom
- Creating a Culture that WOWs with Al Stubblefield, president and CEO, Baptist Health Care Corporation.
- Federal Government Affairs Update with IIABA Senior Vice President, Government Affairs, Charles Symington.
- Driving Home the Value of Your FAIA Membership with FAIA President & CEO Jeff Grady.
- Insurance Commissioner Kevin McCarty.
- Perspective on the State of the Insurance Distribution System and What It Will Take to Succeed in the Future with Bobby Reagan, Reagan Consulting.
- Warrick Dunn with NFL football player Warrick Dunn.
11:00 a.m. Exhibitor Registration Desk Opens (closes 5:00 p.m.)—Gatlin 1 Registration Desk
11:30 a.m. EXHIBITS Open (close at 4:00 p.m.)—Gatlin Ballroom
Cash Lunch in the Exhibit Hall
11:45 a.m. YAC Luncheon (By Invitation Only)—Conway
1:00 p.m. Beverage Break in the Exhibit Hall
1:30–3:30 p.m. Breakout Sessions
- Driving Results Through Field Underwriting with Diana Brooks—[REPEAT]—St. John's 26/27
- The Truth and Trauma of a Hurricane Insurance Claim with Mark Phillips—[REPEAT]—St. Johns 28/29
- E&O Prevention: Implementing an Effective Information Security Program in the Agency with Tim Woodcock & Jeff Yates —St. Johns 30/31
1:30–4:30 p.m. Breakout Sessions
- Insurance Pot Holes Along the Road to Recovery with David Thompson, CPCU, AAI, API—[REPEAT]‐Sandlake
- Senior Suitability: Updated with FAIA Director of Education Tom Ashley, AAI, AIAM, AIP—St. John's 22/23
- Citizens Session—St. John's 24/25
EVENING FREE TO VISIT WITH AGENT AND COMPANY FRIENDS
Saturday, June 11
8:00 a.m. Registration Desk Opens (closes 6:00 a.m.)—Gatlin 1 Registration Desk
8:30–10:30 a.m. Breakout Sessions
- Understanding the OIR 1802 Form Questions with William H. York, president WHYork Consulting—[REPEAT]—Gatlin E1
- Dividing the Insurance Dollar with Jay Williams, AAI, AIP, CIC, CRM, ACSR—[REPEAT]—Gatlin E2
- Subrogation Reporting on Mitigation Claims with Holly Douglas, AMRT, ASD, WRT, OCT, FRST—[REPEAT]—Gatlin E3
- Insurance Fraud and How to Prevent It with John Carpenter, area sales manager for Safelite Glass—Gatlin E4
- E&O Prevention: Implementing an Effective Information Security Program in the Agency with Tim Woodcock & Jeff Yates —[REPEAT]—Gatlin E5
10:45 a.m. Business & Awards Brunch—Gatlin D
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