European Matters Hall 512 Session TBD

Management Tools Hall 510 Moderator: Michael Lipton, Senior Partner, Elkind & Lipton LLP, Canada Case Study: Customer Service Initiatives - Strategies and Results As the interactive gaming industry continues to evolve, providing world-class customer service has become a very reliable way to grow existing accounts and attract new business. In this session, Philippe Lang will present case studies that illustrate how interactive gaming companies are providing high-quality, cost-effective customer service solutions for their online consumers. Lang will discuss the different communication channels used in the industry (live chat, click-to-call and e-mail) and how each channel translates to increased customer satisfaction and loyalty, reduced cost of operation and higher revenues. Philippe Lang, LivePerson, USA

Marketing Hall 511 Moderator: Bev Giwelb, Orbis, United Kingdom The Brand Shift Phenomenon To make it big in today's I-gaming marketplace, you've got to have a solid brand, but its not just gaming brands dominating the space; household brands have been successful as well, and a recent example of this is arrival of the airline Butlins onto the scene. This is yet another example of a non-gaming brand that is eager to tap into the undeniable revenues and close customer relationships that gaming can bring to its business. This session focuses on synergistic opportunities in this area and delves further to address the means in which companies use gaming to create a dialogue with users as well as methods for cross selling effectively. Leigh Nissim, Commercial Director, St. Minver, UK

European Matters Hall 512 Sponsored By: Jeffrey Green Russell Moderator: Andre Wilsenach, CEO, Alderney Gambling Control Commission, Alderney, Channel Islands Perspectives from Member States The struggle continues. Both sides of the monopoly debate are claiming victory following the long-awaited Placanica ruling. Most European member states still support their gambling monopolies, despite the ongoing investigation into possible infringements at the EU level. This session provides the latest from two member states in the thick of the battle: Germany, where the individual states are collectively backing a movement to preserve the state-run monopolies; and Denmark, a longtime monopoly supporter and one of nine member states whose gambling policies are being challenged by the European Commission. Wulf Hambach, Partner, Hambach & Hambach Law Firm, Germany Henrik Norsk-Hoffmann, Attorney at Law, Lett Law Firm, Denmark

Management Tools Hall 510 Moderator: Michael Lipton, Senior Partner, Elkind & Lipton LLP, Canada What Science Can Do for You: Using Research to Understand the Potential Health Risks of Online Gaming The session will focus on the importance of scientific research for understanding disordered gambling behavior and for developing evidence-based responsible gaming strategies. Specifically, the presenters will discuss research funded by the National Center for Responsible Gaming and how this research has laid the groundwork for the landmark study of online gambling supported by bwin Interactive Entertainment AG. The session will also examine how bwin is using research to strengthen its responsible gaming policies and practices. Richard LaBrie, Ed.D., Harvard Medical School, USA Christine Reilly, Harvard Medical School, USA Wolfgang Schwens, bwin, Austria

Marketing Hall 511 Moderator: Bev Giwelb, Orbis, United Kingdom Step right up! Making Entertainment Work for Your Business Anyone can take a brand and slap it on a slot, but it takes understanding and experience to make the most of the players coming through your door. TV-orientated players expect entertaining and compelling game-play or they'll say "pass me the remote" before you can say "cross-sell my poker room." This session will look at using premium brands to increase acquisitions, but more importantly, how to retain and monetize this new breed of players. In what promises to be an entertaining presentation, Endemol Gaming will look at ways of increasing user value through unique applications and engaging interfaces in fixed odds games and sports betting. They will also present results and insights of "Deal or No Deal" and how it came into its own across the gaming operators platforms and networks this year. Richard Sagman, Endemol Gaming, United Kingdom Jurian van der Meer, Endemol Gaming, United Kingdom

European Matters Hall 512 Perspectives from Member States (Continuted Discussion)

Management Tools Hall 510 What Science Can Do for You (Continuted Discussion)

Marketing Hall 511 Moderator: Bev Giwelb, Orbis, United Kingdom Six Steps to Committed Customers Are you interested in turning your prospects into valuable, long-term customers for your business? Discover how to maximize your player registrations and conversions and ensure that you maximize the lifetime value of each player. Those who attend this lecture will learn how to avoid spending valuable marketing dollars attracting players only to lose them to competitors. Gian Perroni, Canadian Affiliate Management Company , Canada

European Matters Hall 512 Sponsored By: Jeffrey Green Russell Moderator: Andre Wilsenach, CEO, Alderney Gambling Control Commission, Alderney, Channel Islands Understanding the Newly Liberalized Italian Gaming Market An insight into how the betting and gaming market is developing and how to gain entry into the market in the most cost-effective way. Graham Wood, Director, iGaming Consultancy, UK

Management Tools Hall 510 Moderator: Michael Lipton, Senior Partner, Elkind & Lipton LLP, Canada Hosting Solutions - Considerations for Choosing a Data Center Get advice on what online gaming operators need to consider when selecting a data center to host their computing infrastructure. Expenses, infrastructure, management and unique business needs will be discussed. Robert Zdancewicz, eNation Corporation, Canada

Marketing Hall 511 Moderator: Bev Giwelb, Orbis, United Kingdom Get Intimate with Your Customers and Potential Customers - Interactive Forums Does custom market research seem too costly? Do you need to better understand your players? How do you attract new players? How do you take market share away from your competition? These marketing questions and many others can be answered with relatively lower investment into market and consumer research than traditional and one-off approaches have typically yielded. Interactive forums, or online panels, are customized Web portals that directly connect an organization with its target audience. They are dynamic meeting places where organizations can gain valuable insight into their customers' thoughts about their products and services. Once the initial investment is made into building a panel for a client, a large number of customer studies can be conducted at relatively lower costs than it would take to conduct one customized research study at a time. Paul Lauzon, Ipsos Reid, Canada

Hall 210 Exhibition Opens NEW: Exhibit Hall opens earlier this year on Day Two.

European Matters Hall 512 Sponsored By: Jeffrey Green Russell Moderator: Andre Wilsenach, CEO, Alderney Gambling Control Commission, Alderney, Channel Islands WTO - The European View The battle between Antigua and the United States within the World Trade Organization is has an impact beyond the Americas. This session outlines the EU's important role in this ongoing dispute and demonstrates how developments within the WTO affect European member states as well as jurisdictions all over the world. Mark Mendel, Legal Advisor to Antigua and Barbuda, Mendel Blumenfeld LLP, US

Management Tools Hall 510 Moderator: Michael Lipton, Senior Partner, Elkind & Lipton LLP, Canada Age Verification - Bleeding Heart Liberalism or Business Sense? The point of this discussion is to explore how age verification is not just about social responsibility. By carrying out an identity check you are also undertaking age verification, anti-fraud checks and AML checks. Discover why implementing age verification tools can be crucial for success. Ian Green, 192.com, United Kingdom

Marketing Hall 511 Moderator: Bev Giwelb, Orbis, United Kingdom Seven Secrets for Creating Positive Buzz During this session, William James, co-founder of the James Gang Advertising Inc., will provide practical, how-to-advice designed to help you improve your online marketing strategies and tactics. He will review why exclusivity and focus within your community is so important. He will present a set of tactics, The Seven Secrets for Creating Positive Buzz, that will give you a framework to kick-start the positive word-of-mouth within your community, and leverage it to build and expand your business. William James, The James Gang, Canada

European Matters Hall 512 Sponsored By: Jeffrey Green Russell UK Roundtable: Countdown to Implementation The I-gaming world has awaited the commencement of U.K. regulation for nearly two years, and the wait is due to end in September. But how exactly will it impact the industry? A panel of experts will discuss the new British landscape in a session that will touch upon key issues, such as tax rate, advertising law, economic impact and the effect new British law will have on other jurisdictions. Peter Wilson, Tarlo Lyons, United Kingdom Nick Nocton, Partner, Jeffrey Green Russell Solicitors, UK

Management Strategies Hall 510 Moderator: Michael Lipton, Senior Partner, Elkind & Lipton LLP, Canada Staffing Concerns: A Guide to Recruitment in the I-Gaming Space A great business plan can quickly become a disaster if you don't have capable people to implement it. Recruitment is such a crucial part of developing a strong business. Where do you find the right person for the job, how do you know when you've found him/her and how do you convince him/her that this it's an ideal position? These questions and more will be addressed. Bruce Gamble, Pentasia iGaming Recruitment Consultancy , United Kingdom

Marketing Hall 511 Moderator: Bev Giwelb, Orbis, United Kingdom Marketing Essentials for Survival in the Casino Space Competition, legal hurdles and market saturation have made it increasingly difficult over the years to market effectively in the online casino and poker spaces. It's all about creativity and determination, and this session shows how these qualities open doors. Justin Thouin, CryptoLogic, Canada

European Matters Hall 512 Sponsored By: Jeffrey Green Russell Moderator: Andre Wilsenach, CEO, Alderney Gambling Control Commission, Alderney, Channel Islands Finding the Way - A Regulatory Perspective on Europe's Transition into the Digital Age of Gambling The audience will get an overview of the regulation of interactive gaming within the European Union. Instead of analyzing the regulations of various member states on a state-by-state basis, presenter Alan Littler will consider wider issues relating to European Community law. He will examine the prospects for a single European interactive gambling market in light of the presumption that member states will choose or have chosen to regulate the Internet and interactive television gaming in a manner identical to their current approaches to off-line gaming. The potential limitations of such an approach will be raised (assuming that EC law is applied to the full extent) to highlight areas where private operators in a regulated market could achieve the national regulatory aims in place of monopoly holders. By highlighting inconsistencies and gaps when national policies are viewed from an overall European position, the presentation will ultimately address the questions of whether interactive gaming should be regulated at the national or European level and whether interactive gaming deserves a different regulatory treatment than offline gambling. Alan Littler, Tilburg University, The Netherlands

Management Tools Hall 510 Moderator: Michael Lipton, Senior Partner, Elkind & Lipton LLP, Canada Legal Concerns for Digital Service Providers The goal of this lecture is to provide an understanding of legal considerations for providing services via electronic channels; particular attention will be given to the I-gaming space. Intellectual property, data security, privacy law and other concerns will be discussed. Deborah Peckham, K&L Gates, USA

Claire Milne, Dickinson Cruickshank, Isle of Man

Robin Le Prevost, AlderneyGambling – States of Alderney, Alderney
Andre Wilsenach, CEO, Alderney Gambling Control Commission, Alderney, Channel Islands

Raynold Nivillac, Curacao Gaming Control Board, Curacao