The ABFA 6th Annual Conference was seen by many to mark the advent of a new era for the Asset Based Finance industry. Over three hundred guests were welcomed to the City of Manchester to join a number of lively and relevant debates focussing on this years title; ‘Customer Service – A Commercial Imperative’. Set in one of Europe’s most famous University towns, the student ethos was not forgotten; guests were well prepared to learn and critique, and certainly were not afraid to join in with the evening entertainment.

At times poignant and reflective, at others celebratory and humorous, the programme remained current, discussing the importance of the customer and the responsibility organisations have to fulfil and exceed customer expectations in a competitive market. Hosted by the lively and innovative micro-economist Tim Harford, attendees were party to a number of influential commentaries throughout the conference.

Guests began this year’s ABFA conference by attending a memorable welcome reception, held on the eve of Tuesday 31st October at Manchester’s famous Museum of Science and Industry (MOSI). Sponsored by Codix, guests were invited to relax in the surroundings of Manchester’s rich history, the visual displays very much contributing to the atmosphere of change and progress the industry is currently experiencing. Guests were further treated to an appearance by the Deputy Lord Mayor of Manchester.

Wednesday saw the kick-off of the conference in earnest. Generously sponsored by Credit Consortium, the varied timetable of the day was introduced by Tim. Proceedings quickly moved to the first speaker of the day – ABFA Chairman and CEO of Centric Commercial Finance; John Onslow. Not one to shy away from pressing issues, John wasted no time in reflecting on issues facing the industry currently. Future successes were also anticipated, most notably, the introduction of a new ABFA Code of Conduct, due to be released on February 1st 2013. John summed up by highlighting the focus of the conference, reminding all of the relevance customer service has on the industry’s continued success.

Metro Bank’s founder and former chairman Anthony Thompson followed the opening address with a passionate overview of his experiences building and nurturing the first UK high street bank to open in over one hundred years. With a refreshing take on a business model from the viewpoint of the valued customer, Anthony reminded the audience of the great impact seemingly small changes can make.

A brief coffee break gave way to a buzz of conversation spilling over from the conference proceedings. Following the interlude, Tim Harford returned to stage, this time to offer an update of UK and international economies. Informative and refreshing, Tim drew a number of parallels to a number of recessions and case studies, providing clarity to some of the most complex issues surrounding the recessions of recent years.

Jo Causon presented the next session. Equipped with an impressive background from the Institute of Customer Service, Jo’s passion for excellent customer service was clear as she delivered indisputable evidence of the contribution that excellent customer service makes to a business’ success.

Next came a welcome opportunity for attendees to actively contribute with a panel discussion led by four distinguished members of the industry. Ian Larkin (Lloyds TSB), Steve Websdale (ABN AMRO Commercial), Simon Featherstone (Bibby Financial Services) and John Wilde (SMEIF) invited audience members to engage in a critical appraisal of the industries current outlook, tackling topics such as the future of Asset Based Finance, plans for the year ahead and advances to be made in the industry. Audience members were keen to gauge the thoughts of the panel and were not disappointed by the frank discussions covered.

The conference’s eagerly awaited keynote speaker Lord Mandelson was next to the stage. No stranger to a challenge, Lord Mandelson immediately encapsulated some of the industry’s most pressing dilemmas, drawing on some of his own experiences and observations to stress the importance of transparency and clarity if the Asset Based Funding industry is to expand further.

The final afternoon sessions brought two very different, yet equally valuable, speakers guaranteed to maintain the energy that had filled the room throughout the day. First, Carla Stent; Partner and Chief Operating Officer for the Virgin Group, shared her varied background in both retail and finance, to pose significant questions as to the challenges organisations face today and the value that nurturing internal staff can have on the overall productivity of a business.

The day ended on an unforgettable note, presented by a businessman famed for his successes and one major blunder. Gerald Ratner took the audience on a trip down memory lane, warning of pitfalls, commenting on the benefit of hindsight and most importantly, the importance of communicating the right message. Gerald’s witty anecdotes, coupled with tangible advice, ensured that the audience finished the day enthused and delighted to have heard from such an engaging orator and businessman.

In the evening a relaxing cocktail reception was followed by a dazzling Gala dinner held in the Hotels Deansgate Suite. Once guests had enjoyed a delightful meal, attentions were turned to the surprise entertainment lined up for the evening. ABFA organisers had remained tight-lipped as to the identity of the guest act for some time and this proved to be ironic as, following final thanks and gratitude from ABFA’s John Onslow and CEO Kate Sharp, guests were introduced to ‘The Boy with Tape on His Mouth’; a charismatic mime act with a knack for drawing upon snippets of popular culture and re-enacting them with an unexpected twist.

From breathtaking skyline views to wide-ranging discussions, recounted tales of customer mishaps and a rare mime act, guests were offered insights and workable advice that remain critical to every business function. The ABFA would like to thank all who contributed to bringing together this years conference and of course those who travelled to attend. An impressive event all round, the end of the conference marking the beginning of the countdown for next years ABFA Annual Conference!

Click here to view the Annual Conference photo gallery.