Registration and Continental Breakfast

Introduction and Opening Remarks

Fraud Prevention: Protecting the Consumer Against the Latest in Check Fraud and Other Schemes
Experts from the FBI, U.S. Secret Service and U.S. Postal Inspection Service will discuss the latest scams and preventative measures to help consumers protect their identities and their assets.

Michael Blanchard, United States Postal Inspection Service
William Rose, Federal Bureau of Investigation
Christopher Silvestro, United States Secret Service

Psych 101: Effectively Dealing with Difficult Consumers and Businesses - Practical Advice for Consumer Advocates and Complaint Mediators
In a lively, interactive session, an expert will teach techniques to better understand, communicate with, and ultimately serve disgruntled consumers.

Dianne Durkin, President and Founder
Loyalty Factor, LLC New Hampshire

Scams Against Consumers: Are Businesses Doing Enough To Stop Them?
Luncheon keynote speaker will address the issue of scams against consumers and what businesses are doing or not doing to alleviate the problem.

Luncheon Keynote Speaker:
Susan Grant, Vice President, Public Policy, National Consumers League; and Director, National Fraud Information Center (Former Director of the Consumer Protection Division in the Northwestern Massachusetts District Attorney’s Office)