NATIONAL FOUNDATION FOR CREDIT COUNSELING H I G H L I G H T S The Honorable Bev Perdue Governor of North Carolina In January 2009, Bev Perdue was inaugurated as the 73rd Governor of North Carolina and the state's first woman governor. Gov. Perdue Gain insight on the Governor s views on the importance and need for financial education in the United States, and the serious consequences that face consumers and this country should this education deficit continue. NFCC 47 TH ANNUAL LEADERS CONFERENCE The Westin Charlotte SEPTEMBER 30 OCTOBER 3, 2012 CHARLOTTE, NC Faulkner CONFERENCE PROGRAM Smith Sec. Donovan Susan R. Faulkner As the leader of the Consumer Credit, Underwriting, Fulfillment & Product Operations organization at Bank of America, Susan Faulkner will address her views on the current landscape of the financial services sector, and will discuss current and future banking trends. Joseph A. Smith, Jr. In March 2012, Joseph A. Smith, Jr. was appointed as the Monitor to oversee the Office of Mortgage Settlement Oversight. Smith will provide his views and perspective on the recent $25B mortgage servicer settlement. Secretary Shaun Donovan US Department of Housing & Urban Development Join the NFCC in honoring Secretary Shaun Donovan with the 2012 Making the Difference Housing Counseling Advocate Award in recognition for his contributions during the housing crisis.
Thank You to the Following NFCC Sponsors Diamond Partner Silver Partner Bronze Partner Partnership Plus Compliance Solutions 23
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47 TH NFCC Annual Leaders Conference Welcome to the National Foundation for Credit Counseling's 47th Annual Leaders Conference in Charlotte, North Carolina! As our nation continues to navigate through these challenging economic times there has never been a more critical time to gather and address the many pressing issues confronting our country. We welcome the more than 250 NFCC Member Agency executives, credit counselors and educators, creditor partners, national leaders, and stakeholders from around the country who are convening this week for an informative and engaging conference. The NFCC also wishes to recognize the numerous sponsors and exhibitors for their support of the NFCC mission, and our membership. We are especially grateful to Citibank and Experian for sponsoring 80 NFCC Member Agency executives, counselors, and educators to attend this conference. If you have any questions please visit the conference registration desk, and an NFCC staff member will assist you. You may also contact Cindy de Sales, NFCC Meeting Planner, at cindy@tepgevents.com. Thank you for joining us. 25
Program-at-a-Glance Conference Overview Sunday, September 30 12:00 pm - 7:00 pm NFCC Annual Golf Tournament (Skybrook Golf Club) 3:00 pm - 7:00 pm Registration Desk Open 6:00 pm - 8:00 pm Exhibit Hall Setup Monday, October 1 7:00 am - 5:00 pm Registration Desk Open 7:30 am - 9:00 am Continental Breakfast 7:30 am - 4:30 pm Exhibit Hall Open 8:00 am - 9:00 am NFCC Dues & Allocation Subcommittee Meeting (NFCC Members Only) Conference Kick-Off 9:30 am - 9:35 am Welcome, Margo Mitchell, President & CEO, CCCS of Oklahoma, Inc. NFCC Operating Committee Chair 9:35 am - 10:00 am State of the Sector Address from NFCC President & CEO Susan C. Keating 10:00 am - 11:00 am Susan R. Faulkner, Consumer Credit, Underwriting, Fulfillment & Product Operations Executive, Bank of America 11:00 am - 12:00 pm Shaun Donovan, United States Secretary for Housing and Urban Development 12:00 pm - 1:00 pm Lunch 12:15 pm - 1:00 pm Creditor Breakout Session Over Lunch Chase (NFCC Member Agencies Only) 1:00 pm - 2:00 pm Joseph A. Smith, Monitor, Office of Mortgage Settlement Oversight 2:00 pm - 3:00 pm Military Panel - Financial Challenges & Constraints Facing Today's Military Personnel 3:00 pm - 3:15 pm Break 3:15 pm - 4:00 pm Gail Hillebrand, Associate Director for Consumer Education and Engagement, Consumer Financial Protection Bureau 4:00 pm - 4:30 pm Break 4:00 pm - 5:00 pm NFCC Membership Meeting Registration Desk Open 4:30 pm - 6:30 pm NFCC Annual Meeting of Members (NFCC Members Only) 7:00 pm - 9:00 pm Welcome Reception Tuesday, October 2 7:00 am - 5:00 pm Registration Desk Open 7:30 am - 4:30 pm Exhibit Hall Open 7:30 am - 9:00 am Continental Breakfast 8:00 am - 9:00 am NFCC Member Regional Meetings (NFCC Members Only) 9:30 am - 10:30 am Sheryl McAlister, Strategic Communications Executive 10:30 am - 11:00 am Maxine Sweet, Vice President of Public Education, Experian 11:00 am - 12:00 pm Housing Panel - Housing Reforms, Regulatory Changes, & the Impact on the Future of Housing Counseling 12:00 pm - 1:00 pm Lunch 12:15 pm - 1:00 pm Creditor Breakout Session Over Lunch- Citi 1:00 pm - 1:45 pm Nelson A. Diaz, Former General Counsel, US Department of Housing & Urban Development, Of Counsel, Dilworth Paxson LLP 1:45 pm - 2:00 pm Richard Klarberg, President, Council on Accreditation 2:00 pm - 4:15 pm Creditor Breakout Sessions 4:15 pm - 4:30 pm Exhibitor Raffle Drawing 4:30 pm - 5:30 pm NFCC Advisory Council Meeting 6:00 pm - 7:00 pm NFCC Awards Dinner Cocktail Reception 7:00 pm - 11:00 pm NFCC Awards Dinner featuring keynote speaker The Honorable Governor Bev Perdue Wednesday, October 3 7:00 am - 9:00 am Continental Breakfast 7:30 am - 10:30 am NFCC Board of Trustees Meeting (NFCC Members Only) 8:00 am - 10:30 am Experian Credit Score Workshop - Being a Credit Ambassador 10:45 am -11:30 am Charles P. Blahous, III, Public Trustee, US Social Security and Medicare Programs 11:45 am - 12:30 pm Working Lunch / Credit Counseling Resource Center Workshop 12:30 pm - 2:00 pm Grant Compliance Workshop - Key Areas to Consider Regarding Grant Compliance 2:00 pm - 3:30 pm The Development Plan Workshop - The Foundation for Success 3:30 pm - 5:00 pm NFCC Operating Committee Meeting (NFCC Members Only) Conference Ends 6
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Program-at-a-Glance Conference Overview Sunday, September 30 PRE-CONFERENCE 12:00 Noon NFCC Annual Golf Tournament Get ready to hit the links at Skybrook Golf Club in Charlotte, NC. Golfers are asked to gather in the Westin s main lobby at 11:45 a.m. to board transportation to the course. This will be an afternoon outing that promises a memorable round of golf no matter what your handicap! The Skybrook Golf Club opened in July 2000, and since has become the "most favored to play course" by many Charlotte golfers. Its high location, where one can see for miles around, is undoubtedly the reason for its name Skybrook. 3:00 p.m. 7:00 p.m. Conference Registration Desk Open (Ballroom C Foyer) 6:00 p.m. 8:00 p.m. EXHIBIT HALL SET UP (Ballroom D) NOTE: Exhibit Hall Hours* Monday, October 1 7:30 AM 4:30 PM Tuesday, October 2 7:30 AM 4:30 PM *Continental breakfast and breaks will be available in the exhibit hall on these days. As a courtesy to our conference participants and guests, please silence all mobile devices while in sessions. Your attention to this matter is appreciated! Monday, October 1 DAY ONE GENERAL SESSIONS AND NFCC MEMBER MEETING 7:00 a.m. 5:00 p.m. Conference Registration Desk Open (Ballroom C Foyer) 7:30 a.m. 9:00 a.m. CONTINENTAL BREAKFAST Sponsored by Mutual of America (Ballroom D) 7:30 a.m. 4:30 p.m. Exhibit Hall Open (Ballroom D) See page 13 for a complete list of exhibitors. 8:00 a.m. 9:00 a.m. NFCC Dues & Allocations Subcommittee Meeting (Trade Room) (NFCC Members Only) 9:30 a.m. 9:35 a.m. Welcome, Margo Mitchell, President & CEO, CCCS of Oklahoma, Inc., NFCC Operating Committee Chair 9:35 a.m.. 10:00 a.m. State of the Sector, Susan C. Keating, NFCC President & CEO Mitchell Keating 10:00 a.m. 11:00 a.m. Susan R. Faulkner, Consumer Credit Underwriting, Fulfillment & Product Operations Executive, Bank of America Faulkner As the leader of the Consumer Credit, Underwriting, Fulfillment & Product Operations organization, Susan Faulkner manages the core product platforms that span all U.S. consumer customers, including secured and unsecured credit and under writing, home loans fulfillment, product operations and insurance & protection products. Gain insight on the current landscape of the financial services sector, and the trends being seen not only today, but in the future. 8
Program-at-a-Glance Conference Overview 11:00 a.m. 12:00 Noon Secretary Shaun Donovan, US Department of Housing & Urban Development Donovan Sponsored by Clarity for Consumers Secretary Donovan will share his views on the housing sector challenges facing Americans today, and initiatives being taken to address housing concerns. His tenure as HUD Secretary has reflected his commitment to making quality housing possible for every American. Sworn in at a time when the foreclosure crisis had devastated American families, under Secretary Donovan s leadership HUD has helped stabilize the housing market and worked to keep responsible families in their homes. 12:00 Noon 1:00 p.m. LUNCH (Ballroom C Foyer) Sponsored by VantageScore 12:15 p.m. 1:00 p.m. Creditor Breakout Sessions Over Lunch Chase (Tryon Room) Due to the incredible creditor turnout and the full conference agenda, we ve added this creditor breakout session. Over lunch, credit counseling agencies can take advantage of the opportunity to meet representatives from Chase Card Services. This is your chance to ask questions about, and provide feedback on, important DMP topics in small group settings. This will be a walk-in type format. If you would like to attend the session, please grab your lunch and join Chase at 12:15pm. Breakout sessions with the remaining creditor participants will take place on Tuesday. (NFCC Member Agencies Only) 1:00 p.m. 2:00 p.m. Joseph A. Smith, Jr., Monitor, Office of Mortgage Settlement Oversight Sponsored by GE Smith With the announcement of the $25B settlement between mortgage servicers, nearly all states, and the federal government, Joseph A. Smith, Jr. was appointed as the Monitor to oversee the Office of Mortgage Settlement Oversight. Smith will provide his views and perspective on the mortgage servicer settlement. 2:00 p.m. 3:00 p.m. Panel: Financial Challenges and Constraints Facing Today s Military Sponsored by Zeiders Enterprises Join expert panelists for a discussion focused on current NFCC military partnerships and opportunities to get involved in helping military families with their financial concerns. Panelists will address trends and key strategies to engage and support the military audience with financial counseling and outreach. Both for profit and nonprofit efforts will be showcased. Don t miss this important panel to learn about how we can all work together to benefit a vital part of our society. Confirmed panelists include: Me Shae Brooks-Rolling, M.P.A. Brooks-Rolling Boisvere Walsh Author and Financial Literacy Educator, Barry Boisvere, Executive Director of Coast Guard Mutual Assistance, and Shawn Walsh, Director, Outreach Programs, InCharge Debt Solutions. 3:15 p.m. 4:00 p.m. Gail Hillebrand, Associate Director for Consumer Education and Engagement, Consumer Financial Protection Bureau Sponsored by VISA As an advocate to create positive change through financial literacy Gail Hillebrand will share her views on the importance and need for financial Hillebrand education in the United States, and the serious consequences that face consumers and this country should this education deficit continue. Ms. Hillebrand currently serves as the Associate Director for Consumer Education and Engagement at the Consumer Financial Protection Bureau. Within the Education and Engagement division are the Office of Financial Education, the Engagement Office, the Office of Service Member Affairs, the Office for the Financial Protection of Older Americans, the Office of Students which includes the Student Loan Ombudsman, and the Office of Financial Empowerment. 4:00 p.m. 4:30 p.m. BREAK Exhibit Hall (Ballroom D) Sponsored by MasterCard 4:00 p.m. 5:00 p.m. NFCC Membership Meeting Registration Desk Open (Ballroom C Foyer) 49
Program-at-a-Glance Conference Overview 4:30 p.m. 6:30 p.m. NFCC Membership Elections and Membership Meeting (NFCC Member Agencies Only) 7:00 p.m. 9:00 p.m. NFCC Welcome Reception (Open to all Attendees) Sponsored by Wells Fargo Offsite Wells Fargo Atrium 301 South Tryon Street Join us in the beautiful Atrium of the Wells Fargo building to mix, mingle, and network among colleagues. The building is just 2 blocks from the hotel, and conference staff will be along the route to provide directions. Tuesday, October 2 DAY TWO GENERAL SESSIONS AND CREDITOR DAY 7:00 a.m. 5:00 p.m. Conference Registration Desk Open (Ballroom C Foyer) 7:30 a.m. 9:00 a.m. CONTINENTAL BREAKFAST (Ballroom D) Sponsored by Capital One 7:30 a.m. 4:30 p.m. Exhibit Hall Open (Ballroom D) See page 13 for a complete list of exhibitors. 8:00 a.m. 9:00 a.m. NFCC Member Regional Meetings (Kings, Ballroom B, Trade, Independence, Tryon) Join your fellow NFCC Member peers from around the country for intimate, in-person meetings to discuss issues of importance to your agency, your geographic region, and to the entire counseling sector. Please note the following room locations where the regional meetings will take place: West Region........................ Kings Central Region...................... Tryon Midwest Region..................... Trade South Atlantic Region.......... Ballroom B Northeast Region.......... Independence 9:30 a.m. 10:30 a.m. Sheryl McAlister, Strategic Communications Executive McAlister These turbulent economic times have found you with fewer clients seeking your services, fewer staffers, and limited budgets. How do you adapt to serve a market which continues to be redefined? How do you remain relevant with more challenges than ever? This workshop will discuss ways to leverage the 60-year legacy of the NFCC. Learn how leveraging the values on which NFCC Member Agencies were founded can create a message of hope, and deliver a promise to help the consumer build individual financial stability. 10:30 a.m. 11:00 a.m. Maxine Sweet, Vice President of Public Education, Experian Learn about the newest developments in credit reports and consumer services, trends in delinquencies, bankcard originations, mortgages, car loans, and more. Plus, you will get a glimpse into the lives of those who score well, and those who don t. Please join us as we also honor Ms. Sweet with the 2012 NFCC Making the Difference Partner Award. Sweet 11:00 a.m. 12:00 Noon Panel: Housing Reforms, Regulatory Changes, & the Impact on the Future of Housing Counseling Engage and learn as panelists discuss the current housing market conditions, recent developments surrounding the $25B mortgage servicer settlement, the Independent Foreclosure Review program, and the impact on the future of housing counseling. Day Gerecke Goldberg Ogburn Confirmed panelists include: Marie Day, SVP, Regional Servicing Director, Wells Fargo, Sarah Gerecke, Senior Policy Advisor to HUD s Assistant Secretary for Housing, Debby Goldberg, Special Project Director, National Fair Housing Alliance, and Willard Ogburn, Executive Director, National Consumer Law Center. 10
Program-at-a-Glance Conference Overview 12:00 Noon 1:00 p.m. LUNCH (Ballroom C Foyer) Sponsored by Clarity for Consumers 12:15 p.m. 1:00 p.m. Creditor Breakout Session Over Lunch Citi (Tryon Room) Due to the incredible creditor turnout and the full conference agenda, we ve added this creditor breakout session. Over lunch, credit counseling agencies can take advantage of the opportunity to meet representatives from Citi Cards. This is your chance to ask questions about, and provide feedback on, important DMP topics in small group settings. This will be a walk-in type format. If you would like to attend the session, please grab your lunch and join Citi at 12:15. Breakout sessions with the remaining creditor participants will take place between 2:30-4:15 p.m. (NFCC Member and Nonmember Agencies Only) 1:00 p.m. 1:45 p.m. Nelson Diaz, Former General Counsel, US Department of Housing & Urban Development, Of Counsel, Dilworth Paxson LLP Nelson Diaz has been recognized as both an outstanding Hispanic leader, and a skilled manager working in the Diaz areas of public policy, law, international affairs, and the judiciary for over 30 years. While at HUD, he reformed public housing programs through the use of litigation settlements and leading opinions on mixed financing programs. Join us as he shares his perspectives and ideas about lessons learned from the housing crisis. 1:45 p.m 2:00 p.m. Greeting Richard Klarberg, President, Council on Accreditation Klarberg Please join us as we also honor Marc Fleischaker, Chairman Emeritus, Arent Fox LLP, with the 2012 Making the Difference Chairman s Award. Fleischaker 2:00 p.m. 4:15 p.m. Creditor Breakout Sessions Bank of America, Barclaycard, Capital One, Discover, GE Money, and Wells Fargo Take advantage of the opportunity to meet with key creditor partners in a small group setting during our traditional Creditor Breakout Sessions. This is your chance to ask questions about, and provide feedback on, important creditor-related topics ranging from funding, policy, and process considerations. (NFCC Member and Nonmember Agencies Only) 4:15 p.m. 4:30 p.m. EXHIBITOR RAFFLE DRAWING (Exhibit Hall- Ballroom D) 4:30 p.m. 5:30 p.m. NFCC Advisory Council Meeting (Ballroom A) Members of the NFCC Advisory Council include representatives of the credit counseling sector s key stakeholders: credit grantors, social service agencies, consumer advocates, educators, vendors, and NFCC Member Agency leaders. Engage as the Council addresses operational and process issues pertaining to the credit counseling sector, including the Credit Solution Plan. 6:00 p.m. 7:00 p.m. NFCC Awards Dinner Cocktail Reception (Ballroom C Foyer) Sponsored by Chase Mix and mingle with fellow guests as we set the stage for a memorable evening ahead. 7:00 p.m. 11:00 p.m. NFCC Awards Dinner Sponsored by Bank of America It s time to celebrate! NFCC Members, guests, and key partners will come together for a memorable night to recognize outstanding accomplishments. Honorees will include the 2012 PACE Award recipients, and the 2012 Making the Difference Advocate and Member Award winners. Cocktail attire welcomed. Purdue Keynote Speaker The Honorable Bev Perdue Governor of North Carolina The NFCC wishes to thank Bank of America, the 2012 NFCC Annual Awards Dinner sponsor. Special appreciation is also extended to Citi, the 2012 PACE Housing Client of the Year sponsor, and to Experian, the 2012 PACE Client of the Year sponsor. 11
Program-at-a-Glance Conference Overview Wednesday, October 3 DAY THREE NFCC BOARD OF TRUSTEES MEETING, GENERAL SESSIONS, AND WORKSHOPS 7:00 a.m. 9:00 a.m. CONTINENTAL BREAKFAST (Ballroom D Foyer) Sponsored by Discover Please note that the NFCC Board of Trustees meeting will begin promptly at 7:30 a.m. in Ballroom D, so come early for breakfast prior to the meeting start. 7:30 a.m. 10:30 a.m. NFCC Board of Trustees Meeting (Ballroom D) (NFCC & Advisory Council Members Only) 8:00 a.m. 10:30 a.m. Workshop: Being a Credit Ambassador (Tryon) This workshop will provide attendees with an overview about the resources available from Experian to help you Sweet Griffin guide clients as they build or restore their credit, learn what to do in case of fraud, and get answers from the experts to all of the important and challenging questions about credit reports and credit scores. Featuring Maxine Sweet, Vice President of Public Education, and Rod Griffin, Manager of Public Education, Experian. 10:45 a.m. 11:30 a.m. Charles P. Blahous, III Public Trustee, US Social Security & Medicare Programs Sponsored by Clarity for Consumers Join in an engaging discussion where Chuck Blahous Blahous takes on the conventional wisdom with respect to the future of Social Security, the problems facing defined-benefit pensions, and the outlook for personal retirement saving. Chuck Blahous, a Hoover research fellow, currently serves as one of two public trustees for the Social Security and Medicare Programs. His areas of expertise include retirement security, with an emphasis on Social Security and employer-provided defined benefit pensions, as well as Federal fiscal policy, entitlements, and demographic change. 11:45 a.m. 12:30 p.m. Working Lunch & Workshop Pick up your boxed lunch in the foyer, and join your colleagues in Ballroom C. Workshop: Welcome to the New Credit Counseling Resource Center Experience a deep dive into the new Credit Counseling Resource Center (CCRC) sponsored by MasterCard RPPS, and powered by Peregrin in this multimedia, live interactive demonstration of the many features of the new CCRC. The CCRC aims to eliminate some of the redundancies and intensive resource requirements driven Cedar Morency by individual creditor due diligence requests. The database will also offer a central repository for information on creditor policies, processes, and contacts to help agencies better and more efficiently serve consumers. We heard your requests and suggestions, so now you can tell us if we built it right for you! This session will also be broadcast simultaneously as a webinar nationwide for those who cannot attend the conference. Be prepared to learn how to link, to share, answer and edit questions, upload and view documents, download templates, send and receive messages, and more. Featuring Mike Morency, President & CEO, Peregrin Services and Heather M. Cedar, Business Leader, Market Strategy, MasterCard Bill Payment RPPS. 12:30 p.m. 2:00 p.m. Workshop: Key Areas to Consider Regarding Grant Compliance This workshop will discuss key areas within Federal Corps regulations to consider during grant administration including classification of costs (direct vs indirect), allocation and documentation of staff time, and strategies to determine unit cost. In addition, learn key insights from the auditor perspective regarding relevant OMB circular clauses, and the issues resulting from non-compliance. Featuring Wilfredo Corps, CGFM, Director of Government Services, CBIZ MHM, LLC & Mayer Hoffman McCann P.C. 12
Program-at-a-Glance Conference Overview 2:00 p.m. 3:30 p.m. Workshop: The Development Plan The Foundation of Success Is your organization stuck in the special event Lysakowski mode? Does your board refuse to accept their fundraising responsibility? Does the rest of your organization's staff wonder what the development office actually does all day? Is your organization dependent on grants as its sole source of funding? Have you wondered why your development plans do not get implemented? If so, this workshop is for you. In this session, you will learn the reasons a development plan can help assure success in your fundraising efforts; how to involve your organization's leadership, both staff and volunteers, in the process; how to assure that the plan will be implemented; and how to evaluate success. Participants will leave with a preliminary development plan for their organization. Learning Objectives: Develop a plan to involve board, staff, and volunteers in the planning process; Outline the components of the development plan; Develop a preliminary planning document; and Develop an evaluation system for the plan. Featuring Linda Lysakowski, President & CEO, Capital Venture 3:30 p.m. 3:50 p.m. NFCC Operating Committee Meeting (Ballroom D) (Outgoing) (NFCC Members Only) 4:00 p.m. 5:00 p.m. NFCC Operating Committee Meeting (Ballroom D) (Incoming) (NFCC Members Only) We are pleased to welcome the following exhibitors. The exhibit hall will be open on Monday, October 1 and Tuesday, October 2 from 7:30 am to 4:30 pm. EXHIBITOR BOOTH # Accel emedia 102 Alliance Credit Counseling 106 American Center for Credit Education 104 Cintas Document Management 109 Clarity for Consumers 208 Compliance Solutions 200 Cooperative Processing Resources 202 (CPR) EXHIBITOR BOOTH # MasterCard 101 Mutual of America 107 National Foundation for Credit Counseling 100 Paragon Financial Services 206 Peregrin Services 103 Vanco Services, LLC 207 Zeiders Enterprises, Inc. 108 Council on Accreditation (COA) 201 Federal Deposit Insurance Corporation (FDIC) 205 13
In Appreciation The NFCC Wishes to Recognize the 2012 Annual Leaders Conference Steering Committee Member input is invaluable in driving many components of the conference including speaker selection, workshops, and session topics among other areas. The committee's goal is to provide attendees an outstanding event in Charlotte. The NFCC appreciates their leadership and participation. Miranda Ayotte, CredAbility Cheryl Borden, Consumer Credit Counseling Service of Orange County Winchell Dillenbeck, Consumer Credit Counseling Service of the North Coast Eric Gillespie, Consumer Credit Counseling Service of Greater Greensboro Terri Hastings, Family Foundations Linda Humburg, FamilyMeans Consumer Credit Counseling Service Peter Laroche, Financial Pathways of the Piedmont Melinda Opperman, Springboard Rick Tuman, GreenPath Debt Solutions thank you! 48 TH NFCC SAVE THE DATE Annual Leaders Conference Denver, CO October 6-9, 2013 See You In Denver, CO in 2013! THE WESTIN DENVER DOWNTOWN 14
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Additional Conference Information Charlotte s got a lot. NASCAR Hall of Fame Daniel Stowe Botanical Garden U.S. National Whitewater Center Charlotte Motor Speedway Mint Museum Uptown Unique Neighborhoods The Olde Mecklenburg Brewery 17