LEAGUES CLUBS IN CONJUNCTION WITH CONFERENCE SPONSOR IGT PROUDLY PRESENTS GAMING & MANAGEMENT CONFERENCE 2019

WEDNESDAY 1 – FRIDAY 3 MAY 2019 • CROWN REGISTRATIONS ONLINE AT WWW.LCA.ASN.AU THURSDAY 2 MAY 2019 – LEVEL ONE

9.00am – Welcome & Opening Comments Andrew Hely, Managing Director, Asia Pacific, IGT

9.20am – Opening Speaker Stephen Scheeler Stephen Scheeler is the former Facebook CEO for Australia and New Zealand, where he led Facebook’s unprecedented rise from quirky Silicon Valley start-up to media and technology titan. Overseeing Facebook’s ANZ team – and working with Mark Zuckerberg, Sheryl Sandberg and Facebook’s Silicon Valley leaders – Stephen guided Facebook ANZ’s business – including Instagram, Messenger, Whatsapp and Oculus – through one of the most dynamic periods of growth and disruption in recent business history. His tenure at Facebook saw the ANZ business grow from mere start-up to over US$1billion in annual revenue – becoming one of the most successful Facebook markets in the world. Stephen is a seasoned business leader of digital transformation. His career spans over 25 years across multiple sectors including consumer products, retail, ecommerce, automotive, financial services, media and technology. Today – as founder of global advisory The Digital CEO, Senior Advisor to McKinsey & Company, and Executive-in-Residence at Asia-Pacific’s leading business school, AGSM – Stephen partners with the CEOs and boards of Australia’s leading companies to help them build global, digital, billion-dollar businesses through world-beating digital strategies, capabilities, culture and leadership. 10.20am – Morning Tea 10.40am – 2019 Gaming Report Sacha Krien, Senior Research Analyst, Evans and Partners

11.20am – The State of Play: 2019 Gaming Panel The Gaming panel will be discussing a wide range of gaming topics including the latest updates on legislation & regulation, the future challenges facing our Industry, product innovation and new technologies.

12.40pm – Lunch 1.30pm – Responsible Gambling and Stakeholder Responsibility for Minimising Harm. It’s all about Customer Service. Nadine Grinblat, Chief Executive Officer, Australasian Gaming Council Dr. Alex Blaszczynski, Professor of Clinical Psychology and Director of the University of Sydney Gambling Treatment & Research Centre The Venue Paul Newson, Deputy Secretary Liquor, Gaming and Racing NSW Mike Sarquis, Acting Deputy Director-General Liquor Gaming and Fair Trading QLD Crown Promenade Melbourne has Natalie Wright, Director, Office of Responsible Gambling NSW contemporary rooms featuring complimentary wireless internet Mark Condi, Chief Executive Officer, Bankstown Sports Club access. A full buffet breakfast will be “Responsible Gambling programs are a tangible action for organisations that are committed to served in the signature restaurant the well-being of their players – all of their players. When you look at responsible gambling, in the Mesh. context of positive player experience, then gambling providers have a great opportunity to seize the Additional experiences to discover initiative to align their organisations with the well-being of their own customers, to actively look for include a heated indoor infinity opportunities to better protect their customers, and to advocate for measures that will help customers pool with stunning skyline gamble within safe bounds.” Dr. Jon Kelly CEO Responsible Gambling Council Canada – 1997 – 2017. views, exclusive Tonic Bar and a gymnasium with a full range of 3.15pm – Afternoon Tea gym and fitness equipment. 3.30pm – (Concurrent) NSW Jurisdictional Workshop Thursday Conference Sessions and Dinner are located in Level Queensland Jurisdictional Workshop One Crown Towers (River Room) 4.30pm – Conference Session ends which offers state of the art audiovisual technology and will comfortably accommodate our delegates. Crown Melbourne 8 Whiteman Street Southbank VIC 3006 Phone: (03) 9292 8888 FRIDAY 3 MAY 2019 – MEMBERS LOUNGE –

The MCG is more than just a sports venue. It’s a place where 10.00am – 12.40pm memories are made and childhood dreams come alive. There The Melbourne Cricket Club Customer Service are fleeting moments at the ‘G that stay with you forever. Story and MCG Operations Overview. Ask any Victorian and they’ll be aware of the Melbourne Cricket Ground’s status as the home of sport. But it is also The Melbourne Cricket Club has been recognised for its commitment steeped in a rich history; established in 1853, less than 20 years to putting customers and fans first, being named “Customer Service after the founding of Melbourne, it is often described as the Organisation of the Year – Large Organisation” at the 2018 Australian beating heart of this fantastic city. Service Excellence Awards. It has been the home of Australian football since 1859, and was The MCC, stadium manager at the MCG, has implemented a range of customer service initiatives in the last 12 months to improve the the birthplace of Test cricket in 1877 and one-day international experience for the more than three million annual visitors to the iconic cricket in 1971, the main stadium for the 1956 Olympic Games stadium. and 2006 Commonwealth Games, as well as hosting World Cup The club has also continued to invest in its innovative CARE customer soccer qualifiers, rugby league State of Origin and International service program - which was awarded ‘Best customer service project, rugby union games. Cultural Transformation’ at the 2017 Australian Service Excellence Awards. 9.00am – Keynote Speaker Across four years, more than 5000 people who influence the customer Mark Dobson experience have been trained in the key habits, values and behaviours Mark Dobson (Dobbo) has spent twenty-five years that the MCC has identified as being critical to great customer service. in the trenches alongside CEOs, world champion This includes more than 1000 event staff, 160 permanent staff, 400 athletes, innovators, and pioneers. His clients are elite volunteers and a range of service providers across security, catering, performers from every sphere – true outliers. With a toolkit of strategies ticketing and tourism functions. as applicable to the boardroom as to the starting blocks, Mark has become one of Australia’s preeminent trend-spotters for success, and 12.40pm – Conference close a go-to strategist for any organisation serious about lifting performance to the next level. Lunch Athletes come to Dobbo for his ability to maintain their edge when they’re 1.30pm – MCG Tour & National Sports Museum winning and guide them when the path to victory seems insurmountable. Evidence of his craft, athletes under Mark’s guidance have won medals (Optional) in three Olympics, two Winter X Games, multiple World Championships, The MCG Tour is an absolute must on any Melbourne visit. The guided and have broken seven World Records. tour is the only opportunity to get an exclusive, behind the scenes peek CEOs seek out Mark when they need to bypass the ‘yes men’ and cut of one of the world’s most iconic sports stadiums but is also a chance to through the rhetoric, crystallizing elegant strategy to improve their hear about the history and secrets of the ‘G. people and the bottom line. His corporate clients have seen company- The National Sports Museum is unique amongst sports and stadium wide improvements in efficiency, morale and results. museums around the world. Mark truly understands elite communities and what it takes to create It brings together the history of the Melbourne Cricket Club and the MCG them. itself as well as more than 3500 objects across countless sports. And with an interactive sports gallery called Game On for visitors to experience the thrill of participation, there is truly something for everyone.

Club Industry Education Points – All members of the Club Managers Association of Australia (CMAA) will receive five (5) education points towards the maintenance of their ACCM. In addition, all conference attendees will receive a Certificate of Participation. Conference Sponsor CONFERENCE AND ACCOMMODATION PACKAGE COSTINGS Twin Share $1330.00 per person (incl GST) Single $1590.00 per person (incl GST) Your package includes: • Two (2) night’s accommodation at Crown Promenade plus two (2) full Premier Sponsor hot buffet breakfasts served at Mesh • Conference Welcome Reception (including canapes and beverage package with beer, wine and soft drinks) • Conferencing speaker sessions including one (1) full day at Crown and (1/2) half day at Melbourne Cricket Ground, two (2) morning teas and lunches plus speaker’s notes (where available), mints and Education Sponsor notepads. • Mid - Conference Evening Event • Full use of the Crown Promenade facilities including gymnasium and pool. CONFERENCE PACKAGE COSTINGS Welcome Reception, Diamond Sponsors Conference Sessions & Event Evening $905.00 per person (incl GST) Conference Sessions attendance only $680.00 per person (incl GST)

ADDITIONAL OPTIONS 1. MCG Tour & National Sports Museum (after lunch Friday) - Platinum Sponsors $35.00 per person (incl GST) 2. If staying on, you may wish to make your own arrangements to attend the Collingwood V Port Adelaide fixture at Marvel Stadium (previously Etihad) on the Friday evening. BOOKING CONDITIONS Cancellations – will be accepted prior to Friday 19th April 2019. Cancellation fees will apply after that date – substitutions are welcome. Checkout – Your room must be vacated and any room charges settled by 11.00am on the day of check out. The hotel staff will be happy to store your bags for you until departure.

Gold Sponsors CONFERENCE SCHEDULE WEDNESDAY 1 MAY 2019

From 2.00pm Hotel Check In

Join your industry colleagues at the Conference From 5.30pm Welcome Reception – Tonic Bar, Promenade

THURSDAY 2 MAY 2019 – LEVEL ONE CROWN TOWERS

An INTECQ Limited Company 6.30am – 10.30am Full buffet breakfast – Served in Mesh

8.00am – 8.45am Conference Registration

8.45am – 12.45pm Conference Session 1. Dress: Smart Casual.

12.45pm Lunch break

1.15pm – 5.00pm Conference Session 2

From 6.15pm Mid – Conference Evening Event commences

FRIDAY 3 MAY 2019 – MELBOURNE CRICKET GROUND

6.30am – 10.30am Full buffet breakfast – Served in Mesh

8.00am Don’t forget to check out

8.30am – 12.30pm Conference Session 3. Dress: Smart Casual

Farewell lunch Silver Sponsors 12.30pm Safe journey home.

CLEAR TO

PO Box 20426 World Square NSW 2002 Phone (02) 9281 3277 www.lca.asn.au REGISTRATIONS ONLINE AT WWW.LCA.ASN.AU