4th Annual Retail Banking Forum

2-3 June 2016

Sofitel Budapest Chain Bridge Hotel
Budapest – Hungary


“It was an absolute pleasure to attend the Retail Banking Forum. It was all professionally organised and managed and the speakers were varied and interesting.”
VP | Barclays – United Kingdom

“The event was very nice and I would sum up as ‘current’. Interesting and surprisingly young audience and a well organised conference. Would recommend it for strategic and technical interested people.”
Global Head | Nordea Bank – Denmark

Request Agenda

The event has passed.

Event abstract

Today’s macroeconomic challenges forced banks to change and adjust their strategy in retail lending. In recent years the growth rate of retail banking slowed rapidly with ever-changing economy which radically changed the situation on the world financial markets.

In a competitive environment, the struggle for customers’ acquisition and retention imposes increased requirements for banks in general and development of strategies of retail banking.

With the light of the growing number of the new technologies, niches and opportunities– now is the time to make a breakthrough and become the market leader.

The conference will be focusing on what banking products and services are currently in demand, which sales channels are the most efficient, which methods of promotion of banking products are more successful, an insight from the regulators on best ways of rules implementation, how to attract new customers and retain existing ones. Participants can get familiar with the new digital banking solution and mobile payment innovations.

Hot topics



  • European Banking Statistics and Trends – the Good and Bad
  • Financial education as a viral loop for customer acquisition
  • The Role of a Customer Relationship Business
  • Bank Lenders versus Alternative Lenders


  • Banking Go Digital
  • The Role of FinTechs – A Hazard for Retail Banking?
  • The Future Outlook of  Branch Banking
  • Reaching Executional Excellence

Past event insights


Become a speaker
Robert Wright
Robert Wright Chief Executive Officer
Raiffeisen Bank Kosovo

Robert has over 30 years of banking experience in the UK and overseas. Since 2000 he has been in international banking starting with Al Rajhi Bank in Saudi Arabia from 2000 to 2004 followed by Raiffeisen Bank in Albania for over 5 years. In Raiffeisen Bank Albania he was the Board Member responsible for Retail Banking and since June 2009 he has been at Raiffeisen Bank Kosovo as Chief Executive Officer. He is also Chairman of the Kosovo Bankers Association and President of the Kosovo Corporate Social Responsibility (CSR) Network
In addition to normal retail banking business his work experience in the last 10 – 12 years has also focused on areas such as change management, the improvement of internal cultures and the creation of excellent customer service. Corporate Social Responsibility has also been a high priority.
He is married with 3 grown up children and has a keen interest in sport, travel and renovating his French house.

Elemer Tertak
Elemer TertakDirector
European Commission
Ron Delnevo
Ron DelnevoExecutive Director – Europe
ATM Industry Association
United Kingdom

Originally from Edinburgh in Scotland, Ron Delnevo has lived in London for many years. After gaining experience at Board level at a number of companies, Ron created UK Independent ATM Deployer Bank Machine in 2003.He led the company until 2012, delivering industry-leading customer service and double-digit annual revenue growth . During that time, Ron actively participated in several LINK committees, taking a particular interest in improving financial inclusion and innovation. Having served as a Director of the UK Payments Council for 3 years and Chair of the European Board of the ATM Industry Association for four years, in March 2014 Ron took up the role of Executive Director Europe for the ATMIA. Ron has a special focus on supporting choice in payment methods and is a recognised European thought leader on that subject.
Ron takes a keen interest in politics and economics, is a Trustee of Citizens Advice , enjoys travel and loves sport, especially his beloved Heart of Midlothian Football Club.

Irem Doruk
Irem DorukSVP, CRM and Customer Intelligence
ING Bank
Don Randall
Don RandallCurrent Cyber Ambassador & Strategic Advisor / Former Chief Information Security Officer
Bank of England
United Kingdom
Don Randall served with the City of London Police from 1969-1995, with specific emphasis on fraud and counter terrorism. He spent four years as Deputy Head of the Fraud Squad and three years in Operational Support Department. Don was Managing Director at JPMorgan Chase from 1995. In August 2008, Don assumed the role of Head of Security at the Bank of England and in November 2013 Don was appointed as the Bank’s first Chief Information Security Officer. In February 2015, Don moved to a consultative position with the Bank as their Cyber Ambassador.

Don is chairman of the ‘Sister Banks’, City of London Crime Prevention Association and ‘Project Griffin’ and a member of the City of London Crime Disorder Reduction Panel. He is also a member of the London First Security Advisory Board, Executive Member of the London Resilience Board and Chairman of the London Resilience Business Sector Panel.

Co founder and Vice Chairman of the Cross Sector Safety & Security Communications initiative which created a fast time, accurate and authoritative law enforcement private/public sector partnership successfully used in advance and throughout the Olympic Games and is currently being developed in Scotland for the Commonwealth Games, and across all major UK Cities.

Between May 2009 and May 2015, Don was an external lay member of the City of London Police Committee. He is a trustee of two law enforcement/public related charities.

A committee member of the Security Industry Authority Transition Steering Group and one of two private sector representatives on the Home Office Steering Group for the same.

Don is a Fellow of the Security Institute, visiting honorary lecturer at the University of Portsmouth and sits on various security advisory panels. He also regularly makes presentations locally, nationally and internationally.

Don was elected as Chairman of the Global Banks Heads of Security Group in June 2013.

In the 2007 New Years Honours, Don was awarded the MBE for services to law enforcement involving the harmonisation of the public/private sector agencies. In 2010, he was the 10th Master of the Worshipful Company of Security Professionals. In June 2013, Don was awarded the Imbert Award by the Association of Security Consultants (ASC). This award recognises the development of ideas for the advancement of risk and security management in the UK. In October 2013, Don was awarded a Security Excellence Award for Outstanding Contribution to the Security Profession.

In April 2015, Don was admitted to the Register of Chartered Security Professionals (CSyP).

Roman Potemkin
Roman PotemkinCEO
Russian Federation
Roman Potemkin (Instabank, CEO & Founder), MBA. Since 2006 Roman has been involved heavily in multiple mobile banking related projects. Projects include the launch of MFM Solution (2bln+ banking SMS per month), IDA mobile (30+ mobile banking solutions), Instabank (one of the first social mobile banks).
Sylwia Kulesza
Sylwia KuleszaDeputy Director of Direct Channels Sales and Service Department
Jozsef Nemeth
Jozsef Nemeth Deputy CEO
Online Ltd
Jennifer Watkins
Jennifer WatkinsGlobal Head of Customer Experience Innovation & Foresight
 George Kefalas
George KefalasExecutive Director, Head of Retail Distribution
Girts Berzins
Girts BerzinsHead of Baltic Channels Competence Centre
Philippe De Brouwer
Philippe De BrouwerHead of Analytics Development
Royal Bank of Scotland
United Kingdom
Leonor Machado
Leonor MachadoChairman of Cash Working Group/General Manager
EPC / Caixa Geral de Depósitos
Michael Berner
Michael BernerBoard Member & Director, Country Consumer Business Manager
Deniz Devrim Cengiz
Deniz Devrim Cengiz Director of Digital Banking
Klaas van der Laan
Klaas van der Laan Senior Vice President IT
The Netherlands
Study: Master in Financial Economics and Psychology. Special interest recent years: Combining neuroscience and psychology in behavorial change projects and Human Error research.
Work: Through the years worked and managed within diverse commercial departments, innovation and ICT (Rabobank).
Usama Fayyad
Usama FayyadChief Data Officer / Group Managing Director /CIO Risk, Finance & Treasury Technology
United Kingdom
Zoltán Paragi
Zoltán Paragi Third Party Sales Leader
Budapest Bank
Norman Gill
Norman GillHead of Network Plan Delivery, Personal and Business Banking
Royal Bank of Scotland United Kingdom
Eldar Banjica
Eldar BanjicaCEO
NF Innova


Ron Delnevo
Ron DelnevoExecutive Director – Europe
ATM Industry Association
United Kingdom
Robert Wright
Robert WrightChief Executive Officer
Raiffeisen Bank
Kosovo J.S.C
The Republic of Kosovo
Simona Fionda
Simona FiondaVice President Operational Risk Internal Audit
Barclays Bank Plc
United Kingdom
N. Bülent Parlakol
N. Bülent ParlakolVice President, IT Direct Banking Applications

6 more reasons to attend

Who will you meet?

Member of the Board (MOB): Retail/Retail Banking/Consumer Banking etc., Chief Marketing Officers (CMO), Chief Commercial Officers (CCO), Chief Technology Officer (CTO), Chief Customer Experience Officer (CCEO), Chief Executive Officers (CEO), Chief Financial Officers (CFO), Chief Operations Officers (COO), Senior Vice Presidents (SVP), FVPs, EVPs, Vice Presidents, Managing Directors, Executive Directors, Directors, Leads, & Heads and General Managers, Senior Managers & Managers, OF:

  • Affluent Banking
  • Affluent Marketing
  • Bancassurance
  • Branch Automation
  • Branch Network
  • Branch Optimisation
  • Business Development
  • Channel Distribution
  • Channels Optimization
  • Multi-Channel
  • Credit Cards
  • Credit Products
  • CRM
  • Customer Engagement
  • Customer Experience
  • Customer Propositions
  • Customer Relationship
  • Customer Segmentation
  • Customer Value Management
  • Deposit Products
  • Product Development
  • Product Marketing
  • Digital Products
  • Digital Banking
  • Digital Channels
  • Direct Channels
  • Retail Banking
  • Mass Banking
  • Customer Banking
  • Affluent Banking
  • Mobile
  • DirectBanking
  • On-line Banking
  • Internet Banking
  • Electronic and Multi-channel Banking
  • Direct Marketing
  • Distribution
  • E-banking
  • Fraud Management
  • Innovation
  • Research & Innovation
  • Internal Communications
  • Internet Banking
  • Banking Applications
  • IT Security
  • Online Security
  • Marketing Strategy
  • Mass Market
  • Network Marketing
  • Strategic Marketing
  • Mobile Banking
  • Mortgages
  • Online Payments
  • Online-marketing
  • Retail Payments
  • Retail Analytics
  • Retail Insurance
  • Retail Risk
  • Retail Strategy
  • Sales Network
  • Segmentation
  • SME
  • Customer experience management
  • Customer Relationship
  • Customer Insight, Marketing
  • E-commerce
  • Business development
  • Transformation and Innovation
  • Product development
  • Payments
  • Applications
  • FinTechs
  • Startups

Our media partners

Become a media partner

Our events were attended by these companies



Official Airline Partner


You can always register without a name using the TBA [To Be Announced] option. Please indicate TBA instead of the delegate name and 2 weeks prior to the event you are able to send the delegate name/s to booking[at]glceurope.com
While we are not happy to see you cancel your registration, we understand that “life happens” and other obligations come up. Our refund schedule is as follows:
The client has the right to cancel his/her registration in the event.
There is a 50% liability on all conference registrations once made, whether the booking was made through our website or via e–mail/ telephone/ fax.
If the client cancels with more than 8 weeks’s advance notice, GLC shall be entitled to an amount equivalent to 50% of the conference fee and 16 EUR administration charge. In case the client has already made his/her payment, this will be deducted from the conference fee GLC has already received and the remainder will be refunded. If no conference fee has been received prior to the cancellation request, GLC will issue an invoice for the cancellation fee (the amount equivalent to 50% of the conference fee and 16 EUR administration charge), which the client must pay immediately upon receipt. No refunds are available for cancellations received with 8 week’s (or less) advance notice or in case the client fails to attend the conference. In these cases, the full amount of the conference fee must be paid.
In general no VAT is applied based on the Hungarian VAT law with the exception of individual payment [when you would like to pay from your own budget and not from the company’s budget] and for Hungarian companies where 27% VAT is applicable which is refundable at the end of the company’s fiscal year.
Our hospitality partners usually have options available for parking places, however it can change from event to event. If you would like to receive more information on parking please e-mail our colleague lara.ventoso[at]glceurope.com.
We provide a conference documentation pack which includes: conference agenda, notes pages and attendee information. Soft copies of some of the presentation are available on USB-flash-drives for each delegate. You may bring your laptop, tablet or other mobile device so you are able to review the presentations while they are being presented. Free Wi-Fi will be provided and outlets will be available for recharging computers, mobile devices and phones. We highly recommend you to bring along your business cards and a desire to learn from some of the industry’s leading experts.
The dress code is business casual. Feel free to leave the suits and ties at home this time. We do suggest you bring a sweater or dress in layers, as the conference room temperature may fluctuate.
Any of our staff members at the event will be delighted to help you. You can contact us for free via WhatsApp or Viber or any time over the phone or via e-mail or post.

A. Get the timing right.
Many people are afraid to request for training budget, because they can’t seem to find the “perfect time” to do it. Well, there’s no perfect time to ask for it, but there are definitely some moments that are better than others. For instance, if your boss is about to take a two week vacation, he/she might be in a good mood. If he/she just lost a major account, may not be wise at that juncture.

B. Make a case for yourself
When you ask for budget, you should be prepared with specific details and explanations about what is in it for the company and you’re superior. If you go into a meeting and just say, “I want to get budget for a conference,” it’s likely that your request won’t be taken seriously. If you want to plan ahead, then you should be prepared to explain the following points:
1. Start by stating your accomplishments
2. Show that you’re ready for more responsibility and eager to learn
3. Describe:
a) How this event will increase your productivity?
b) How you will need less supervision
c) How you can bring back the knowledge to the company
4. Follow up

You might find free to attend events which are usually organized by a solution/service provider within the industry. Unlike at free to attend events, on a paid event you will find more diverse industry knowledge rather than presentations related to services or solutions.
In case you cannot attend for both days, you can always attend for just 1 day of the event. In this case we will send you all presentations of the 2 days. The participation fee is 70% of the original investment. In case you would like to attend the event for just 1 day please contact us on booking[at]glceurope.com
In case you are busy on 1 of the days, you certainly can split the 2 day conference with one of your colleague. All you need to do is send us an e-mail to booking[at]glceurope.com
We understand that not all senior-level professionals might be available on the dates. As the event is an annual event, most of the attendees try to postpone their engagements or send a small group from their teams to benefit from the conference.