March / April Issue by Brenda Jane

MARCH/APRIL 2011

캐나다 한인 상공 실업인 총연합회보 U.K.B.A C.C.I.C

U.K.B.A C.C.I.C

C-stores Northern Style

True north strong and free?

북구풍의 편의점

PM41670539

진짜 북구 스타일 유행이 강세인가?

Publisher Brenda Jane Johnstone bjjohnstone@convenienceandcarwash.com

Editor Carter Hammett editor@convenienceandcarwash.com

Contents FEATURES

Healthier Choices for BC If the WCSA-BC government health food initiative clicks, it could serve as a model for the rest of the country, writes Wayne Hoskins

Getting the Skinny on Trans Fat While new BC legislation protects consumers from those nasty trans fats, some are left wondering how this may affect C-stores

In From the Cold Baby it’s cold outside! But new nozzle technology keeps those juices flowing, especially when it gets, like, really, Really, REALLY cold...

Growing Our Energy Diversity The reality of energy in this century means a shift from below to above the earth, writes Gordon Quaiattini

Swipe Away Pre-paid cards encourage impulse purchases and foot traffic to your store, and oh so much more. And all it takes is a flick of the wrist

Bar None Since humble beginnings over five decades ago, Canadian Tire has grown to over 300 sites across the country and shows no signs of slowing down

Moving Forward in the New Normal The lenses of IT and new values allow retailers the chance to see profit and new growth in new ways

COVER STORY: Convenience, Northern Style Thought you knew C-stores? The realities faced by our northern sisters are sometimes more harsh than you may have thought...

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Born Under a Water Sign How to improve the water quality for express washes...

Video Solutions and Business Intelligence

Associate Publisher Christy Bochurka cbochurka@convenienceandcarwash.com

Design and Production Edge Advertising Editorial Advisory Board Bernie Comeau, Shell Canada David Hoy, Mid Island Co-Op Dave Watson, The Chamois Doug McRae, Kahkewistahaw Gas & Convenience Store Ltd. Kim Hansen, MI Petro Scott Findlay, Core-Mark Wayne Hoskins, WCSA Contributing Writers Contributing Writers Bob Armstrong Charles Borchard Kelly Grey Brandon Grote Carter Hammett Chandra Harbarak Gordon Quaiattini Eric Wulf Sales Christy Bochurka 204-785-1413 cbochurka@convenienceandcarwash.com

Circulation James Gordon subscriptions@convenienceandcarwash.com

Website www.convenienceandcarwash.com Publication Mail Agreement No: 41670539 Return Undeliverable Canadian addresses to: Circulation Department 543 Borebank St. Winnipeg, MB R3N 1E8

Cold Beverages, Hot Opportunities Kelly Gray says that new product innovations and strategic category management inject new life into this venerable old standby category

DEPARTMENTS

04 43 55 62

Publisher’s Message – UKBA Journal Channel News Announcements CONVENIENCE & CARWASH CANADA

Publisher’s Message Happy Spring! The numbers are in and things are actually looking up! Buoyed by a white hot GDP, the economy grew by a surprising 3.3 per cent during the last quarter of 2010 and Statistics Canada reported that the country concluded last year with an overall increase of 3.1 per cent increase in gross domestic product. There were three major components to the strong finish line. The first was that exports were strong enough to have leaped by a stunning 17 per cent annualized, assisting manufacturing, which surprised on the upside, and by consumer spending, which moved by 4.9 per cent. This all bodes well for jobs and creates a promising indicator that 2011 is off to a great start. It also means more discretionary spending for consumers. Industry forecasts suggest that while the cigarette category is expected to flat line, there will also be expected growth in energy drinks and water products. Prices on salty snacks are expected to boost revenues slightly and in the candy segment, chocolate continues to be the star performer. In the States, gasoline is expected to crack the $3 per gallon barrier, never mind recent activity in Arab states. Forecasting models expected gas prices to increase accordingly and they will continue to rise throughout the coming year. And while the Recession supposedly ended two years ago now, we have to remember that the effects of that Recession are still being deeply felt. Nevertheless, there is good news. Stores are diversifying their product lines and service mandates and respond to fickle consumer demand while dealing with the usual government crackdowns and ongoing pressures. Part of that diversification is reflected in the explosive growth in energy drinks and a move towards healthier choices in cold beverages, as discussed in an insightful article on the subject this issue. The Recession also served to highlight differences between northern and southern retailers as well. The north is strongly characterized by independent retailers and the personal connections they make. It’s all beautifully documented in a first-rate article with insightful commentary by “those who live the realities of the north in one of our centrepiece stories this issue. Of course we offer the usual round up of first rate writing and commentary in this issue as well; the perfect counterpoint to our new and improved web site featuring even more great content, interactive materials and cutting edge videos from retailers and suppliers like yourself, who are interested in promoting their products and services through our site, which is rapidly evolving into a one-stop resource many C-stores are beginning to call “home.” The economy may have done much to challenge business, but it’s also done wonders for building community.

Brenda Jane Johnstone Publisher 4

March | April 2011

upcoming events March 23-24, 2011 Convenience U, Toronto Congress Centre Toronto, ON June 2, 2011 Atlantic Convenience Stores Assoc. State of the Industry Report & Awards Gala Dinner Halifax, N.S. July 7, 2011 Western Convenience Stores Assoc., 2nd Annual Golf tournament Cottonwood G.C.C. Calgary, AB September 13, 2011 ACSA N.L. Charity Golf Tournament Clovelly Golf Course St. John’s, N.L. September 15, 2011 ACSA Maritime Charity Golf Tournament Fox Creek Golf Course Moncton, N.B. October 18, 2011 Western Convenience Stores Assoc., 2nd Annual State of the Industry event Heritage Park, Calgary, AB wayne@hoskins.ca

Correction notice: The January / February issue of Convenience & Carwash Canada featured The Facts on Leak Detection and neglected to mention the author, Jeff Weber of Tanknology Canada, 1 (800) 465-1577 jweber@tanknology.ca . We sincerely apologize for this omission.

WCSA and B.C. Government to Promote

BETTER healthier CHOICES FOR B.C. The Western Convenience Stores Association (WCSA) is working with the British Columbia government on an initiative to promote healthier food and drink choices – which WCSA president Wayne Hoskins sees as a potential model for provinces across Canada.

“We envision working towards a jointly-announced project that would take place in convenience stores throughout B.C. and one that would be incorporated into product mix, point-of-purchase promotion and supported by extensive shared marketing programs,”

The partnership with the B.C. Ministry of Health’s Healthy Convenience Stores Initiative became official in January, though talks began last year Details of the initiative’s plans haven’t been formally announced, but part of it will involve developing a program to train, test and certify convenience store staff to promote better choices. Stores will be identified as participating in what Hoskins refers to as Better Choices for B.C. “Everybody who walks in there (to a participating store) will know that they’re part of the program,” he says. “This gives us the chance to undo the perception that we’re just purveyors of junk food.” Ensuring that lower sugar drinks and lower sodium foods are available, making healthy food choices like fruit and yoghurt prominent, and posting nutrition information for healthy choices will be part of the convenience store industry’s response to government and public concerns about obesity. “We envision working towards a jointlyannounced project that would take place in convenience stores throughout B.C. and one that would be incorporated into product mix, point-of-purchase promotion and supported by extensive shared marketing programs,” says Hoskins. Hoskins envisions programs to encourage kids to walk or bike to stores – rather than

travel by car – and sees convenience stores taking inspiration from Act Now B.C., British Columbia’s equivalent of the Participaction fitness program. The WCSA became involved in the issue last June, when the WCSA was advised of steps being taken by B.C. government Health Ministers Kevin Falcon and Ida Chong to declare war on obesity and target sugar sodas and sodium content. The government began meeting with the restaurant and food-and-drug store sectors in 2009 and was advised to expand consultations to include convenience stores. “These objectives for curbing obesity and promoting healthier eating habits are admirable and will be seen as significant preventative health measures once all parts of the supply chain begin working together towards ‘better for you’ product choices,” says Hoskins. “We have been asked to confirm not only the convenience store sector’s willingness to work with the B.C. government Health Services group but to provide our commitment to working on a jointly developed and implemented plan of action that will provide even more results.” Noting that the equivalent of the population of Canada visits the country’s convenience stores every three days, Hoskins says C-stores can be significant agents of change in eating and drinking habits in across Canada and even throughout North America. continued on page 8 CONVENIENCE & CARWASH CANADA

FATtitude and Latitude:

GETTING THE SKINNY ON TRANS FAT Brilliant new legislation in British Columbia protects consumers from the harmful effects on trans fat. But how will this affect your C-store?

Over 50 years ago, trans fat was promoted as healthier than lard and cheaper than butter; extensive research now shows this is far from the truth. Industrially produced trans fat is calorie-by-calorie the most harmful ingredient in a person’s diet. A diet high in trans fat is responsible for an estimated 3,000 deaths due to heart disease in Canada each year. Although trans fat can be found naturally in some sources of food, such as beef and dairy products, the majority of trans fat in the Canadian diet is industrially produced from hydrogenated oil, margarine and shortening. According to the World Health Organization (WHO), the recommended intake of trans fat is less than 1% of daily energy intake. Consumption rates among Canadians are estimated at four times this amount. In 2009, British Columbia, in partnership with the Heart and Stroke Foundation of BC and Yukon, was the first province in Canada to implement a trans fat regulation to restrict the amount of trans fat in food service establishments. As of September 30, 2009 all foods served at restaurants and other food service establishments are required to meet trans fat restrictions: All soft spreadable margarines and oil meet the restriction of 2% trans fat or less of total fat content;

All other foods must meet the restriction of 5% trans fat or less of total fat content. Environmental health officers enforce the regulation as part of their routine food safety inspections. As such, all operators are required to keep information on site for food including ingredient lists and Nutrition Facts tables (NFT) in the form of the original food labels or product specification sheets. The regulation is meant to reduce the risk of exposure to industrially produced trans fat in foods where consumers have little ability to know trans fat levels. Foods in which trans fat comes entirely from naturally occurring sources are exempt from the restrictions as they do not pose the same harmful effects as industrially produced trans fat. Similarly, pre-packaged foods sold directly to the consumer with the ingredient list and NFT are exempt from the regulation as the consumer is able to make an informed choice. The BC Trans Fat Regulation does not always apply to convenience stores across British Columbia. If a convenience store is deemed a “food store” by their local health authority, they are not required to comply with the regulation. Increasingly, however, convenience stores are being permitted as food service establishments as they begin to sell potentially hazardous food, for example hot dogs and cheese sauce. Once a convenience store has a

A report submitted by the Trans Fat Task Force to the Ministry of Health. (June 2006). TRANSforming the food supply. www.hc-sc. gc.ca/fn-an/alt_formats/hpfb-dgpsa/pdf/nutrition/tf-gt_rep-rap-eng.pdf. Retrieved October 8, 2008.

March | April 2011

It is your business, your livelihood, make sure you have a voice.

Join the WCSA today! WESTERN CONVENIENCE STORES ASSOCIATION (WCSA) The WSCA is your voice and your representative on issues and interests of responsible convenience, gas,petroleum and carwash retailers in Manitoba, Saskatchewan, Alberta, British Columbia, Yukon, Northwest Territories and Nunavut. As a Regional affiliate of the Canadian Convenience Stores Association (CCSA) we cover all levels of government(s) in Canada

MEMBER BENEFITS

MEMBERSHIP HAS ITS PRIVILEGES

WCSA membership provides you all the benefits of local representation through the WCSA and a national voice and support with the CCSA. We represent, address and lead on such issues as:

Included in your membership are training modules for you and all your employees to ensure training, testing and certification for compliance with municipal, provincial and federal legislation and regulations

• Preventing contraband growth in the west and support tobacco enforcement • Provide a Safe Habits Safe People living document on worker safety and training • Facilitate training to be able to sell alcohol products profitability and safely where we are able • Advocacy on credit and debit card fees for fairness equitably for all retailers • Communicate impact, input and timing for minimum wage proposals. With over 165,000 employees, our industry is formidable and respected because we work together with a collaborative approach to solutions. The WSCA is inclusive, not exclusive. We are your partner in retailer education, due diligence and training, testing and certification in the convenience gas channel.

These certified online courses currently include: • Age verification training for all age restricted products in your area called “We – Expect – I.D.“ • Work place and worker safety called “Safe Habits, Safe People“ a living document • Customer service training called “Sweet Spot Selling” • Health and Safety – for each employee • Hazardous materials training WHMIS – Workplace Hazardous Materials Information System • Loss Prevention – Staff Awareness Training and understanding • Alcohol sales training program

OUR MISSION

Value added benefits:

Our mission is to serve as an advocate to the Convenience Store Industry. We serve our members through education, representation and consultation on all issues relevant to our industry.

• Annual awards of Retailer Scholarships and

WCSA provides a strong, coherent voice for all C-Store retailers and our stakeholders in the C-store industry, representing your concerns at all levels of government and the media, and ensures your interests are represented though a collective voice.

Bursaries • Complimentary Member Entrance to Convenience U CARWACS Show – Calgary • Quarterly WCSA updates on current activities and issues that affect your business

A P P L I C AT I O N F O RM To join, simply go online or fill in the application form below and mail, fax or email to:

THE COST TO JOIN

Mail: WCSA, 14152 24th Avenue, Surrey, BC V4A 2H4 Fax: 1-778-294-1050 Email: WCSA@conveniencestores.ca

$75.00 plus GST (HST – BC) per store site per year If you have any questions or require further information, please contact us at WCSA@conveniencestores.ca or toll free at 1-877-356-9864.

Name:

Phone #:

No. of stores:

Email Address:

Legal Store Name:

Principal Contact:

Retail Address:

Payment Cheque / Visa / MC#

Number of Employees:

Exp date:

continued from page 5

continued from page 6

“We are confident that through a collaborative approach we can establish actions and programs here in British Columbia that can be held up as a model for other jurisdictions in Canada and beyond.” WCSA members, stakeholders, suppliers, distributors and manufacturers have all been supportive, adds Hoskins. “The response has been overwhelmingly positive because it is the right thing to do and requires no regulations or mandates to make it work.” The WCSA has had face-to-face meetings with the health ministers and senior health ministry staff, led by assistant deputy minister Andy Hazelwood, provincial nutritionist Lisa Forster-Coull, and the executive directors of Prevention Initiatives (Darlene Therrien) and Chronic Disease Prevention (Laurie Woodland). Representing the C-store sector are Hoskins, WCSA chairman Len McGeouch (7-11), vice-chair Doug Hartl (Macs), and CCSA chair Kim Trowbridge (Macs). In the course of the discussions, the focus of the issue has broadened beyond beverages and sugar sodas. The process may now result in a repositioning of how the convenience store sector approaches food and beverage service and how government promotes healthier eating and drinking habits through the consultation with the WCSA and the CCSA.

food service permit, they are required to meet the regulatory requirements. To date, approximately 90% of all inspected food service establishments are compliant with trans fat regulatory requirements. This success is largely due to the hard work and commitment by both the food industry and environmental health officers who enforce the regulation. BC’s Trans Fat Regulation has also had a national impact beyond its borders. Global manufacturers and suppliers have spent considerable time and resources to reformulate or substitute their products to meet trans fat limits. Similarly, some of the larger chain restaurants with outlets across the country have changed their menus and central purchasing policies to meet the BC Trans Fat Regulation. Consumers can be confident when eating in BC food service establishments that the foods they choose do not contain harmful levels of industrially produced trans fat. Voluntarily purchasing products that meet the BC Trans Fat Regulation is one way convenience stores can move toward offering healthier options. For more information on the trans fat regulation, visit www.restricttransfat.ca or call 8-1-1 (within BC) or (604) 732-9191(outside BC) to speak to a Registered Dietitian at HealthLink BC.

How Do You Measure Up? To find out if a food meets the 2% and 5% trans fat restrictions, use the following steps:

Read the ingredients list for the following words: hydrogenated, partially hydrogenated, margarine, or shortening.

If a food has none of these ingredients, it meets the restrictions.

If a food has one or more of these ingredients, read the Nutrition Facts table and calculate the percentage of trans fat content as follows: trans fat (grams) / total fat (grams) × 100 = % of trans

fat of the total fat content 8

March | April 2011

The food can be used in a BC food service establishment if it has: • 2% trans fat or less of the total fat content for all oils and soft, spreadable margarine • 5% trans fat or less of the total fat content in all other products Using the Nutrition Facts Table shown here, this product meets the 5% trans fat restriction: 0.5 g trans fat / 14 g total fat x 100 = 3.57 % trans fat of the total fat content

IN FROM THE COLD

By Brandon Grote

New nozzle technology keeps the fuel flowing, even in temperatures as low as -54ºC

While the debate will continue to rage over whether or not global warming is occurring and how it will impact the future of civilization as we know it, there is one thing that we can be certain of: there are still places on Earth that are extremely cold and brutal during their respective winter months. We also know that to exist in conditions like these, the inhabitants of these regions—from polar bears to the operators of gold and diamond mines—have to make concessions to the climate and adapt to the conditions in order to survive.

In order to adapt to living or working in these types of conditions it’s critical to find the most compatible forms of housing, clothing, food and transportation. Transportation is an extremely important consideration because whether you’re driving the kids to school or delivering a load of supplies via truck to the iron-ore mine in the nether reaches of Baffin Island in Canada, a vehicle breakdown or the inability to access fuel can turn into a disaster.

CONVENIENCE & CARWASH CANADA

THE CHALLENGE

Hose points that are not flowing constantly have a tendency to freeze up after three or four hours of downtime in temperatures of -40ºC or colder.

All components involved in a vehicle’s operation are put under extreme stress when operating in extreme conditions. This goes for the equipment that is used to put fuel into the vehicle’s gasoline or diesel tanks, as well. As long as it’s been extremely cold in Canada from places like Edmonton northward toward the Arctic Circle (which is to say, forever) operators of fueling sites have been involved in a never-ending search for ways to combat malfunctioning fuel dispensers due to cold temperatures. And in temperatures that can fall well below -40ºC with wind-chill factors plunging them even further downward, this is much, much easier said than done. One common problem in all extreme weather fueling sites is hose point freeze up, and this is especially so at unmanned cardlock facilities. Hose points that are not flowing constantly have a tendency to freeze up after three

or four hours of downtime in temperatures of -40ºC or colder. A very common misconception is that if a product has safety certification for -40ºC one of the most common areas of cold weather failure is the nozzle. In conditions like these, many nozzles were just not designed to operate. They have elastomeric seals that have low limits of -20ºC, or sometimes less. Just because a safety agency certified them to -40ºC, does not mean they will necessarily perform to that extreme temperature. It just means that they have been tested to fail in a safe manner at that temperature. Freeze up would be considered a safe failure. Now, imagine you’re a truck driver who pulls into a cardlock location at 2 a.m. looking to fill up. The site has sat dormant since the last fill up at 10:30 p.m., so when you grab the nozzle, insert it into the fuel pipe and squeeze the lever nothing happens. On top of that, since most cardlock facilities are unmanned, there is no one on-site to fix the problem, or even to notify. Frustration would be the mild-

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March | April 2011

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est reaction to be expected from the unfortunate driver at a time like this; wild-eyed rage would come closer to hitting the mark. So, since the days when motorized vehicles began traversing these unforgiving northern climes in Canada the search has been on for products that can perform, in temperatures of -40ºC and lower. SOLUTION Just in time for the onset of the winter of 2010-11 it appears that one company has discovered the solution: OPW Fueling Components, Hamilton, OH. In September 2010, OPW introduced its new –XC Extreme Cold Weather Nozzle family that is an extension of its current 11A®, 11B®, 7H® and 7HB® series of ULC-listed automatic-shutoff nozzles for use in gasoline- and diesel-pumping applications. These nozzles have been tested internally and in the field by OPW and been found to operate in extreme temperature conditions as low as -54ºC and for more than one million cycles without fail. OPW has made these nozzles compatible with the extreme cold by placing unique extreme cold temperature elastomers in them. These seals are resilient to the fueling conditions that exist in extreme weather conditions and the perfect choice to combat the challenge of hose point freeze up. The decision to develop extreme cold weather nozzles was made easier for OPW by the fact that the company has had success in using these unique elastomeric components in some lines of swivels and piping systems that it has developed for other extreme coldweather operations. The use of OPW’s cold weather nozzles received a boost when Federated Co-operatives Limited, which oversees the operation of 250 retail co-ops across Western Canada, began to replace old nozzles at its retail or cardlock sites that feature fueling operations. Several other fuel retailers across the region have also introduced the cold-weather nozzles to their sites—all without a hitch in their operation as

the country’s extreme cold weather season reaches its climax. CONCLUSION Necessity being the mother of invention, it was just a matter of time and ambition until a company was able to produce and perfect a fueling nozzle that was able to deliver the high standards of operation that are required in extreme cold-weather conditions. OPW Fueling Components, long the leader in supplying nozzles to fueling locations worldwide, appears to have done that with the –XC, extreme cold-weather version of its standardsetting products. And when a new product is introduced to one segment of an industry—in this case, the retail and cardlock fueling sectors—other related sectors, such as the Arctic Circle-based diamond- and gold-mining companies that operate their heavy-duty vehicles 24 hours a day, will sit up and take notice. This means that the market for extreme cold-weather nozzles in northern Canada will continue to evolve and mature as long as the tundra stays frozen and the polar bears roam. Brandon Grote is product manager – Above Ground Products for OPW Fueling Components, based in Cincinnati, OH. He can be reached at (513) 870-3164 or bgrote@opw-fc.com. OPW is the global leader in dispensing products, environmental systems, secondarily contained fuel delivery systems, fuel management systems and clean energy fueling products. OPW is part of the Fluid Management Segment of Dover Corporation (NYSE: DOV). For more information on OPW Fueling Components, please go to: www.OPWGlobal.com.

CONVENIENCE & CARWASH CANADA

GROWING OUR ENERGY DIVERSITY By Gordon Quaiattini

The reality of energy in the 21st century is clear: the resources of today, which we extract and mine from the earth, will be joined increasingly by those we grow and harvest upon the earth. Canada has been among those at the forefront of the evolution toward ethanol, biodiesel and new advanced renewable fuels that will help reduce our dependence on fossil fuels.

This shift has broad implications not only for consumers but also for the businesses that provide them with fuel. There will be opportunities to offer greater choice to drivers, carve out new competitive advantages and capitalize on the potential of our nation’s growing number of “flex fuel” vehicles – cars and trucks capable of using fuel that’s up to 85 per cent ethanol. Traditional gasolines will, of course, remain the dominant source of transportation fuel for years to come. No one is putting OPEC out of business tomorrow. But the energy of the future is already here today. Renewable fuels, such as ethanol and biodiesel, have in recent years entered the mainstream of our energy supply. They are available for sale across the country, blended with traditional gasolines. And they can be used right now in all modern vehicles. It’s important to understand why biofuels have been, and will continue to be, growing in prominence and popularity.

The earth’s population keeps rising. The economies of emerging nations keep expanding. Our own consumption keeps increasing and the world’s overall energy demands keep growing. At the same time, countries are more focused than ever on achieving greater energy security and independence. The highly respected International Energy Agency predicts that global energy use will rise by 40% by 2030 as compared to 2007. Oil prices will increase substantially. Supply will be stretched. We’ll all be paying more for gas. And our environment will be paying the price of increased emissions and increased energy use related to fuel production. In the years to come, the price of oil will fluctuate. But the reality of oil never will: it is a finite resource. Alternatives are needed. They are necessary. And only biofuels can meet that need while delivering a number of important benefits: continued on page 14 CONVENIENCE & CARWASH CANADA

continued from page 13

BIOFUELS BRING ECONOMIC GROWTH. The positive influence of biofuels in Canada has been proven: A recent third-party assessment found that renewable fuels contribute an annual positive economic impact in excess of $2 billion. The industry creates jobs and growth and contributes to the promise of new prosperity, especially in small cities and towns that are close to the feedstocks – canola and corn – needed to make alternative fuels.

BIOFUELS HELP FIGHT CLIMATE CHANGE. Emissions from the transportation sector represent at least 30% of all greenhouse gases (GHGs) – the emissions that contribute to global warming. Biofuels can play an important role in shaping any plan for emission reductions. A number of studies have demonstrated unequivocally that both biodiesel and ethanol reduce greenhouse gases compared to gasoline and diesel fuel. Indeed, the International Energy Agency reported that by 2015 grain-based ethanol will have improved its GHG reductions as compared to gasoline by 55%. As more Canadians become aware of these environmental benefits, they will be increasingly inclined to patronize fuel suppliers who sell renewable fuels.

BIOFUELS HELP OUR COUNTRY BY ATTRACTING THE GOOD, GREEN-ENERGY JOBS OF TOMORROW. Recent economic turmoil has driven governments to focus on renewing and rebuilding the fundamentals of our economic foundations. Central to this effort is an increasing focus on establishing Canada as a leader in the clean technology and green energy economy. Biofuels – particularly advanced and next-generation biofuels – create a new market for graduates in advanced technologies such as chemical and process engineering. As we enter the era of expensive energy and diminishing fossil energy resources, the gradual shift to investment in clean and green technology has begun.

These benefits matter to Canadians. According to a recent opinion survey by Praxicus Public Strategies, there is growing popular and consumer enthusiasm for biofuels: Fully 89% of Canadians believe the country should move toward a low-carbon economy with renewable fuels replacing at least some of our fossil fuels. 85% of Canadians see renewable fuels as a source of valueadded production and new high-tech employment. and 86% of Canadians believe the country needs a longterm plan to boost the production and retail sale of renewable fuels. Support this strong is indicative of a public desire to keep ahead of the curve. The fact that so many people believe renewable fuels are the way to go sends an unmistakable signal to the marketplace. It’s important to understand that the growing popularity and availability of biofuels is not some passing fad. The federal government recently established a Renewable Fuels Standard to mandate renewable content in transportation fuels. The five percent content for ethanol in gasoline came into effect December 2010, and it was recently announced that starting July 1, 2011, there will be a two percent biodiesel content in the distillate pool. This ensures a market for renewable fuels today and far into the future. And that, in turn, means those who invest in new pumps and infrastructure to sell ethanol and biodiesel can do so with confidence. Indeed, facilities and jobs are being created and sustained that might never have existed without the certainty provided by the Renewable Fuels Standard. Today, biofuels are blended across the country by all the major oil companies. A new workforce has been created and trained in only a few years. The industry is now developing next-generation technologies that will reduce even further the environmental impact of biofuels. And the move is on toward the creation of ethanol from municipal waste, as demonstrated by a project in Edmonton that will transform up to 100,000 tonnes of garbage a year into next-generation biofuels, including methanol and cellulosic ethanol. Traditional gasoline will remain the fuel of choice for years to come. But by becoming an energy diverse supplier to the world, Canada can maintain and, indeed, build upon our energy success. At some point down the road, our world will be one in which cleanburning renewables have usurped traditional gasoline as the world’s primary transportation fuel – bringing significant economic and environmental benefits and the comfort of domestic energy security. That day remains far off, but real benefits from biofuels can be achieved today by drivers and by the companies and retailers that serve them. An investment in biofuels is an investment in the future. Gordon Quaiattini is president of the Canadian Renewable Fuels Association

March | April 2011

new look. new size.

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1-800-361-6041 CARWASH CANADA This information is not intended for use in promoting tobacco products to consumers, and any such use is prohibitedCONVENIENCE by law. Must not&be posted within sight 窶バf 15 consumers.

SWIPE AWAY Prepaid cards offer maximum revenue stream, with minimal space.

There was a time when getting a gift card for your birthday was a dreaded thing. Not many stores accepted this “cashless” currency. Now, rarely does one carry cash, and pre-paid items for stores, air-time and online games are easier than change in your pocket. C-stores can only benefit from carrying a variety of pre-paid items (and now it doesn’t even have to be physical card). Not only does it generate sales from a growing category, but helps drive repeat business to your store. “Over the past decade, the prepaid market has evolved with increasing complexity. Retailers are required to carry a growing number of products and services,” states Grace Caputo, director, business development for Now Prepay, which offers convenience retailers a complete array of prepaid products, including wireless, long distance phone cards, gift cards and several financial based prepaid products (Visa, MasterCard). Wireless airtime remains the most popular pre-paid product. According to the Canadian Wireless Telecommunications Association (CWTA) there are over 4.5 million pre-paid subscribers nationwide, representing nearly 20 per cent of wireless subscribers, and new carriers like Wind Mobile and Chatr have begun offering attractive new prepaid plans. These subscribers traditionally top up their phones at least once a month. By offering prepaid wireless, the C-store retailer helps build customer loyalty and recurring traffic to their store. FINANCIAL PRODUCTS Financial products are one of the fastest growing prepaid categories and include products such as Visa Gift Cards, MasterCard Gift Cards, which provide consumers with all the benefits of traditional credit card but without the risks and temptations associated with accessing ‘credit’. Branded gift cards, such as Visa and MasterCard, are redeemable at thousands of retailers nationwide and make a great gift for any occasion. Virtual cash, such as Ukash and 3V Visa Prepaid Vouchers, which are exclusively redeemed online, are also becoming popular. Ukash vouch-

March | April 2011

ers can be redeemed at popular gaming sites, such as Poker Stars and Party Poker, while 3V Visa Prepaid Vouchers allow consumers to buy online without using a debit or credit card. It is a safe and secure way to shop online where Visa is accepted. “The Prepaid Mastercard is the card of choice,” says Paul Lerner of Directcash. “Its flexibility to use it as a cash card to withdrawal funds at an ATM or use it online or for a POS purchase. We offer a general purpose reloadable card so the card can be reloaded therefore reusable. We can also offer the retailer a one-time use card. These cards can be reloaded via our web application or through a POS terminal, so they are very simple to load and reload.” Directcash has been building prepaid card programs across a wide variety of industries since 2002. The company is unique in that they are completely vertically integrated. “This means we own our own propriety technology, which includes our own transaction management system, Switch and MIP, along with our BIN Sponsor Directcash Bank, we complete the chain,” he says. Directcash can also provide a generic card solution for Cstores with an opportunity for the C-store owner to revenue share in transaction fees. GIFT CARDS Gift cards are displayed on a rack at the retail store for popular retail brands, including restaurants, specialty stores, hardware

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stores, music and gaming. Retailers who offer a gift card mall program offer their customers convenient onestop shopping for birthdays, holidays and other special occasions. The cards are activated at the time of purchase and the recipient can then redeem the card at the appropriate retailers when making a purchase. THERE ARE MANY BENEFITS TO CARRYING PRE-PAID PRODUCTS: • Pre-paid helps drive foot traffic to convenience stores • Encourages impulse purchases • Pre-paid sales are repeat sales = Customer loyalty • Increases the value of the consumers shopping basket • Allows the retailer to offer national brands without the need to carry any inventory • Inventory of product is always available through electronic distribution • Electronic delivery solutions ensure that the retailer is always carrying the right mix of products C

LONG DISTANCE AND INTERNATIONAL MOBILE RECHARGE Prepaid long distance cards offer a cost-effective way for consumers to call internationally. There are hundreds of cards available and the retailer must know the appropriate mix of cards to carry. With a POS terminal, the retailer immediately has access to the most popular selection of cards for either North American or destination-specific cards. Products are either delivered as a printed PIN or via a POSA card. International Mobile Recharge enables customers to purchase mobile phone top ups and to recharge the mobile phone of friends and family in the Caribbean, Latin America, Asia, the Middle East and worldwide. CM

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March | April 2011

DIGITAL CONTENT category, online and social network Wanna step-up your game in gaming are capturing a lot of attention Farmville? Or purchase your favourite and driving demand for the younger TV shows on iTunes? Stop by your teenage demographics. Within gamC-store. Pre-paid cards for digital ing, and all other digital content for content, which includes music, online that matter, microtransactions and gaming and social network gaming, companies offering virtual currency will is an up-and-coming cash cow. be really big as people start to shift to “Digital content is one of the fasted a more digital lifestyle.” growing categories in the industry,” Speaking of digital, all of the aforesays Jennifer Boutwell, vice president, mentioned products can be electroniHalfPageIslandPrepaid_PRINT.pdf 1 3/14/2011 AM marketing with InComm. “Within this 11:48:22 continued on page 32

BAR NONE

With a slate of new gas bars opening on the country’s busiest roadway, Canadian Tire is showing how petroleum retailing has come of age in an era of multi brand partnerships

Canadian Tire has come a long way since 1958 when it opened its first gas bar location in Toronto. Today, the iconic brand has close to 300 petroleum retail sites across the country where motorists can fill up on fuel and convenience items. The company is now launching an innovative program that will see it partner with the province of Ontario and Host Kilmer, an amalgam of Kilmer Van Nostrand a Toronto-based investment house and Bethesda Maryland’s HMS Host, a global leader in institutional foodservice and contract catering. Together the partners will provide modern state-of-the art service centres along Canada’s busiest highways, the 400 and 401, which will feature multibrand food courts with marquees such as Tim Horton’s, East Side Mario’s and Starbucks in addition to Canadian Tire gas bars and Ontario tourist information facilities. According to Bruce Allen, president, Canadian Tire Petroleum, the initiative is one that will see the partnership develop 23 new sites to replace an aging inventory of gas stations that had been operated by a range of major oil companies since the 1960’s. As 2010 approached the agreement was up for reconsideration and the Ontario Government tendered the opportunity for bidding. The Kilmer Group was successful largely by putting all the pieces together with best in class partnerships.

“Kilmer sought partners that were trusted and highly recognized brands. Canadian Tire has been retailing gasoline for over 50 years and has 150 stations in Ontario, making us one of the most well known operators on the road. Given our strengths we were able to put together a winning proposition that was attractive to Kilmer and has proven to be attractive to the motoring public as well,” he says, noting a product offering that is highly focused to the specific needs of travelers on the busy route. Everything about the new service centres reflects an upgrade from the aging product that the 23 sites will replace. For example, their stations are the first in Canada to be all LEED (Leadership in Energy and Environmental Design) Silver designated, an aspect that shows off the team’s commitment to Earth friendly practice. Andrea Ongaro, divisional v i c e - p re s i d e n t operations and business devel20

opment says, “To obtain LEED it was important how the old materials were disposed of, and where the new building materials were obtained. For instance we used Owen Sound limestone and locally obtained timbers. Energy systems such as lighting fixtures have been designed to be state-of-the-art and have already earned us savings over old style systems,” he says, adding that they were able to bring forward technology such as tank monitoring systems already in place at most Canadian Tire sites to further enhance the drive to LEED Silver. “In the future we will also be fully ready to handle new forms of automotive fuels,” adds Bruce Allen. “These could include charging stations for electric cars or even natural gas, something that is being looked at more closely in the western provinces.” The in-store product offering is different as well. In the past, roadside C-stores along the 400 and 401 would have been jammed with coffee and packaged sandwiches, with one or two

March | April 2011

quick service restaurants, to stave off hunger on a long road journey. Now with the food court offering as many as eight branded dining concepts the C-store is more dedicated to automotive and travel products. “From an assortment point of view we are more focused on travel aids like tarps and tie downs, travel pillows, and even audio books and DVD’s for new incar technology,” says Bryan Robinson, divisional vice president petroleum marketing, pointing out that at Canadian Tire’s more traditional sites customers tend to make a stop as part of their regular routine. “Along these highways, stops are often out of necessity so we have everything from wiper blades, to gas or a cold can of pop. So we are ready with a slightly different range of products. As well, the fact that we have a partner who operates a full food court means we don’t compete with hot coffee, sandwiches or other prepared food items. These new CTP sites provide an expanded assortment of chocolate bars, gum, mint, salty snacks and

an extensive assortment of cold beverages.” From an aesthetic perspective the new service centres are unlike anything else on the highway including the more traditional 150 Canadian Tire gas bars found throughout Ontario. Conceptualized by Quadrangle Architects and Bruce Mau Design and built by Ellis Don, the structure features expansive glass curtain walls as well as a dynamic roofline that dominates the appearance and carries over between gas islands and the main structure in an element that provides design consistency. The same is true for the cladding material that is Owen Sound limestone, a product that helps pull everything together. Here Ongaro comments that the interiors of the convenience stores are well merchandised with current sites standing at between 400 and 700 square feet and some new units planned to exceed 1000 square feet. He reports that the deal with Host Kilmer was inked in April of 2010 and the first seven gas bars opened by

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THE TOP SOURCE FOR QUALITY REPLACEMENT KEYPADS AND OVERLAYS mid-July. “The teamwork and power of the Triangle (Canadian Tires signature logo) was simply impressive. We were able to take our considerable experience and working with Ellis Don we were able to make good on the needs of the Ontario government’s P3 (public private partnership) initiative,” he says. Indeed, the province has a commitment from all parties to conduct business in a highly professional contractual arrangement. For example, graffiti on the site must be attended to quickly with full removal within five days and waste receptacles must not spew obnoxious odours or stand more than 75 per cent full. “There are eight key performance indicators (KPI) that measure our activities. Here we track KPI’s electronically using SharePoint and can detail performance on things such as cleanliness and safety to raise the level of the customer experience in both our stores and along these roadways where there as many as 530,000 vehicles and 740,000 persons traveling past major points during any given day,” says Ongaro. These travelers have come to trust the triangle sign and each location can really step up to help with service be22

March | April 2011

yond a tank of gas and a pack of Players Light. True, locations are not as equipped as a large Canadian Tire full store or Auto Service Complex, but sites can either direct motorists to the nearest full service auto centre, or call the company’s auto club for a tow. “In Ontario you are never far from a Canadian Tire auto centre and we can drive sales between sites with maps and flyers. If we don’t have something at one of our new 400/401 sites you can be sure its available at one of our large retail service outlets.” says Bryan Robinson. Concludes Bruce Allen, “Canadian Tire strives to be Canada’s automotive authority and the new sites in Ontario will complement the company’s national automotive assets that include: 298 Petroleum locations, 479 retail stores including 5,500 automotive service bays and 87 PartSource hard parts and accessory stores,” he says adding finally that yes Canadian Tire gas and convenience stores have come a long way since 1958. And, if these new locations are any indication of the direction and lengths the company is willing to go to enhance the service offering Canadians can continue to expect much from the iconic red triangle.

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MOVING FORWARD IN THE “NEW NORMAL”

The “new normal” is all about seeing profit and opportunity in new ways, refracted through better lenses offered by information technology and the insight of fresh values.

Many car wash operators and suppliers welcomed the arrival of 2011 as a fresh start. The year 2010, and the preceding couple of years for that matter, have been challenging for many in business – and it was no different in the professional car wash industry. But, as opposed to looking at the car counts and sales in years past as the benchmark for future, many car wash professionals are resetting their expectations based on “new normals”. On the retail side, car wash operators are paying more attention than ever to metrics like profit-per-car and cost-per-car. These indicators get to the essence of running a successful car wash: the ability to sell new and additional services to customers, as well as manage costs in order to maximize profitability. On the supplier side, sales to new investors and system installations are of course not unimportant – but new benchmarks such as breadth of products and services sold-per- customer and total revenues per-car wash-location are increasingly important. Car wash professionals who take these types of expanded views of their business are finding opportunities to increase revenues and profits even when car counts, weather and the business lending environment provide significant headwinds in many markets. None of these approaches to business planning are meant to be a substitute to the need to grow top line rev-

CONVENIENCE & CARWASH CANADA

The best suppliers understand that moving one more piece of equipment or barrel of chemical is inconsequential compared to the lifetime value of a successful operator. enues and acquire new customers. Rather, having a clear understanding of cost of goods sold, for example, provide insights into where a car wash professional should focus on growing their business strategically. Some specific examples include: What are the “raw” costs of preventive maintenance contracts, as well as the comparative expense of downtime and/or repairing equipment with my own staff? What are my total chemical costs, but also the revenue opportunities that different chemistry options provide me in terms of offerings to customers? To operate in this environment, information is vitally important. More operators and suppliers are investing in systems technology that allows them to keep abreast of changes in their business and respond in real time. In the

last several years, information technology in the car wash environment has expanded dramatically to now offer this type of business information. Another important evolution has been the development of deep partnerships between operators and suppliers. The most successful operator organizations look to their suppliers as partners in the delivery of service and the realization of profit. Because product substitutions are generally easy to make, it comes down to the value adds that suppliers offer that truly make a difference in a competitive marketplace. So, for example, suppliers should be providing their customers with market intelligence (e.g. the sharing of strategies and tactics for elsewhere) and ongoing feedback in the area of business planning. The best suppliers understand that moving one more piece of equipment or barrel of chemical is inconsequential compared to the lifetime value of a successful operator. Eric Wulf is the CEO of The International Carwash Association

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CONVENIENCE NORTHERN STYLE

C-store and gas retailing in the north is as unique as the region it serves THE CONVENIENCE STORE AND GAS BAR UNIVERSE IN THE NORTH IS ONE RULED BY INDEPENDENCE, GEOGRAPHY AND CONSUMER PREFERENCE THAT RESISTS CURRENT TRENDS. CONSIDER THE MARKET FOR TOBACCO. IN THE NORTH, AS IN THE SOUTH, SALES OF CIGARETTES ARE A KEY PILLAR TO C-STORE PROFITABILITY. HOWEVER, UNLIKE THOSE IN SOUTH, NORTHERNERS PREFER STRONGER BRANDS THAT WERE MARKET LEADERS IN THE SOUTH YEARS AGO. THE SAME IS TRUE FOR CONFECTIONERY AND BEVERAGES WHERE PRODUCT POPULARITY FOR EVERYTHING FROM CHOCOLATE BARS TO SOFT DRINKS IS QUITE DIFFERENT FOR WHAT ONE MIGHT FIND IN MEDICINE HAT OR CHATHAM.

CONVENIENCE & CARWASH CANADA

Conven Norther “Up here it’s really all about the personal connection,”

Paul Sippel, president of Sippel Fine Foods

As well, people are less inclined to just send in an order by fax and hope for the best. They will likely call it in or wait till a rep comes through the door to discuss aspects like shipping times and costs, both complexities that can really spin out of control if parties don’t work to keep a handle on things. “Up here it’s really all about the personal connection,” says Paul Sippel, president of Sippel Fine Foods, a Whitehorse-based distributor of products such as Red Bull, Grimm’s Meats, Planters and a host of confection and novelty items. “Business is done a bit differently in that you have to make the relationship meaningful to get trade done here. Our goal is to get our trucks or sales people into accounts on a regular basis because you have to walk the talk to keep customers up here. You can’t promise something and then not deliver. Memories are long in the north.” 28

March | April 2011

Sippel comments that diversity is another important pillar to business. With populations small and distances great, operators have to widen their stock range to meet local needs that can change with the season. “There is incredible population growth into communities between May and September,” says Sippel. “Then sales are cut in half once the weather changes back to cold. Operators in the north look to this gain in population and gamble each year when they order and hope for the best. Storeowners also have to diversify their product and service mix to accommodate this pattern. For instance we do vending machines and have found that this is a sector that helps us get over the winter slow down. Store operators also diversify with C-stores offering a range of things you might not find at a 7/Eleven in Mission, BC. When it comes to shipping it’s always

a challenge – even to locations with full road access. For example, freight heading up to Whitehorse can involve a couple of days turnaround time from Vancouver warehouses. During cold months, this can mean that items like butter and eggs or packaged beverages arrive somewhat colder than the manufacturer might suggest. “Roads and rivers close in October with ferries pulled out of the water. Winter roads open up in December allowing us to drive into Inuvik or Tuktoyuktuk,” says Sippel. However, Sippel reports that this means having to warehouse product and this involves guesswork regarding when the roads open and what people will be ordering. If things don’t work out properly it can drive up the cost of items. “Here we have to rely heavily on experience,” he says, remarking that this is something his company has in abundance.

nience rn Style Another interesting point about northern convenience retailing is the degree of independence. “You’ll see the Petro Canada, Shell and Fas Gas banners in the north, but the stores don’t resemble what you would expect in the south. Up here a small operator is less reliant on franchise systems like store Plan-O-Grams or specials. There is simply a lower level of corporate influence on day-to-day operations. This is not to say that the north is lacking in well-known marquees. From Alaska to the Atlantic there are regional banners that are doing things in ways that are meaningful to residents of communities such as Coral Harbour, Pangnirtung, Iqaluit or Whitehorse. These retail banners are typically from arctic co-operatives or the Northwest Company, both major players in the region with smaller stores, quick service restaurants, warehouse shopping centres, and even hotels and fuel and

hardware facilities. The Northwest Company has long been regarded as the most experienced and professional among the larger players. Currently, the Winnipeg-based company whose history dates back to the 1600’s operates 21 Northmart locations as well as 109 Northern Stores. Between these sites northwest company offers 49 fueling centres, 57 post offices and 11 pharmacies across the region. “Altogether we service 130 communities and have become well versed in solving challenges such as ‘how do we get gas into this location during harsh winter conditions’,” says Michael McMullen, executive vice president retail operations, Northwest Company. He reports that today they are working with 20 communities that have to run trucks over hazardous winter roads to get vital supplies into their towns. If they can’t get the gas over the narrow

window of road open days, fuel must be flown in at three times the cost. McMullen comments that gas sales have been a growing part of the business with northwest company selling in excess of $25 million in petrol products last year. He suggests that they are looking to grow the business in one of three ways. “First we are looking at growing existing locations by offering longer hours at fuel pumps by partitioning the larger retail store and making the fuel area accessible beyond the standard store retail hours. We are also considering building stand-alone locations that would exist as separate businesses like we have in Iqaluit and Arviat. Further, we are looking at acquisition where independent operators come on board with us in a partnership.” Northwest company is also working to bring iconic brands to the north that residents may not have seen in

CONVENIENCE & CARWASH CANADA

Convenience N the past. For example, they have just to be a positive force in the north that opened three Tim Horton’s outlets in helps to establish better operations and Iqaluit. The chain also operates three safety for all. We are doing this through fast food outlets inside existing stores staff training, procedures development (Burger King and A&W) and has 19 and facility upgrade,” he says. While the drive to greater profesQuickstop (in store banner) sites that sionalism is one that is shared everyfeature Pizza Hut and KFC. “Streamlining these businesses is where in Canada, the north is still a key to their success. We have unique place of interesting differences. For challenges that include staffing, infra- example, in the south summer is the structure and utilities that make busi- time for gas sales. In the north it is the ness in the north more demanding. snowmobile that is king and so gas We understand these challenges and sales spike during the coldest periods have to work to bring them in line with when sleds are most active. As well, northern market forces that are typi- sales of Coke and Pepsi are dramatically much harsher that those found in cally skewed unlike in the south. According to McNullen his stores see a the south,” he says. What McMullen is finding is that 70/30 split with Pepsi greatly outselling Coke products. northerners are lookIn the north it is the “There are very few loing for product diversnowmobile that is king cations where the split sity as well as great and so gas sales spike comes anywhere close value. He reports that during the coldest to 50/50.” In the contheir small c-stores that periods when sleds are fectionary section, the stand beside gas bars most active. north is home to a very are enjoying success, retro market where bars but not to the same extent on a sales per square foot basis like O’henry and eat more rule the as the larger shops. “This told us that roost and tend to be ahead of southour customers wanted larger selection ern market leaders such as Mars and and were willing to pay for the service. Caramilk. “Over the last 18 months we have So we have enhanced the offering at locations such as Iqaluit, Moose Fac- seen good gains in produce. We have tory, and Arviat. In the last three years just started selling fruits and veggies we have seen a definite demand for at our smaller c-store type of locamore of a ‘one-stop-shop’ facility. This tions and have noticed a positive sales requires a larger capital investment bump as a result,” he says, reporting and a larger degree of professionalism that with the high Canadian dollar they in all aspects, especially in gas retail- have been buying produce in the us at ing where the environment is such a lower cost and then passing the savconcern,” he says, remarking that the ings along to customers with the result north has not always enjoyed the type that people are taking advantage. When it comes to money, those who of environmental standards and commitment to regulation that is charac- live in remote communities and even major centres lack the same level of teristic of southern gas bars. “Times have changed and we want service in the financial area that other 30

March | April 2011

canadians take for granted. Fortunately, for Jesse Roberts, this has proven to be a solid market niche that has meant extra sales and profits for the slave lake winks operator. Roberts runs the 2000-square foot store that opened in the town of 6,000 about seven years ago. Inside there is the usual assortment of products including a wide range of beverages in a 12-door cold vault. What’s a bit different is the degree to which the store relies on financial services like money transfer and atm. “For us sales are similar to other stores with tobacco, lottery and beverages hitting the one, two, three positions. However, we do about 40 per cent of business in things like money transfer where we are the place to go to get funds to the Philippines,” says Roberts, commenting that slave lake has a large Pilipino community and his store is the second busiest Canadian wire transfer location to the pacific country. “Only RBC centre in downtown Toronto does more,” he says. Roberts also offers cash machines in-store, a business that he provides throughout the community with 12 Cash ‘n Go ATMs in remote locations. “Here the banks close early and i’m one of the very few places people can come to cash a cheque, send money, pay a bill or access their bank accounts. This has proven to be a great add-on to the rest of the business. People come in, get cash and then buy cigarettes, milk or rent a movie,” he says, pointing out that grey market banking outlets like money mart prefer to offer a debit card instead of cash. “This doesn’t work as well here in the north where people like simplicity and prefer to have their cash in hand.”

Northern Style When the major video rental loca- product,” he says, reporting further tions closed their doors, Roberts was that he is also the place in town where people come to pay quick to take up the The second busiest for things like swimslack. Now he is seeing Canadian wire transfer ming lessons at slave strong rentals in DVDs location to the Pacific lake’s rec centre. He that have added another country. “Only RBC centre also works with the 10-per cent to his trade in downtown Toronto local radio station balance. “There are also does more,” he says. cfwe to sell bingo additional sales from cards for the weekly customers who come in broadcast game. for a movie making this Roberts pays his staff in the $12.00 section even more important.” Now he is diversifying further with per hour range. Even so, he reports that fireworks. “You have to constantly be finding people is getting harder. “We looking for something new. We started have just had a Wal-Mart open and have selling soft ice cream in the summer a new Tim Horton’s and A&W. These all and this too has proven to be a good pull from the same employee base and

it’s making it harder to get people, especially for the 3:00 to 11:00 shift.” However, he adds that the new stores also pull people into the community from outlying areas. “When someone comes in to shop at Wal-Mart and they need to pay a bill after 4:00 or get some extra cash, they tend to come here.” Roberts says that the opportunities in the north all involve thinking outside the box. “In the south expanding a business model can create obstacles thanks to things like regulatory complexity. Here there is more of a ’get ‘er done’ attitude that works to create real opportunity.”

CONVENIENCE & CARWASH CANADA

continued from page 18

cally delivered through the Now Prepay’s eFresh software via a POS Terminal, PC or Host to Host connection. Depending on the type of product, eFresh will either deliver a PIN on a printed receipt or activate a POSA Card utilizing the card’s magnetic swipe. This “cardless” service is the next generation of prepaid options for retailers who have little space for physical merchandise, but want the added revenue stream. Ezipin also provides retailers will the most popular prepaid products (wireless airtime, phone cards, online payment products and more) electronically. The company does not place physical cards or inventory in retail locations, instead their electronic voucher solution provides retailers with ondemand access to prepaid products.

When a customer requests a prepaid product, the retailer simply pulls it from a secure database and prints it. “When it comes to wireless, remember that these 4.5 million prepaid wireless subscribers are regularly looking for places to top-up their mobiles. If you are using an on-demand distribution system like Ezipin’s, you can satisfy this demand, and enjoy the benefits of selling prepaid, without cluttering up your store with inventory,” says Albert Lang, marketing manager for Ezipin. “Systems like ours can also be integrated right into your POS system, effectively creating a complete turnkey pre-paid solution.” In-store merchandising is incredibly important to help attract attention and generate awareness to the prepaid category, as well as to increase impulse purchases. If there are physical cards on the property, retailers should always remember to:

• Ensure that the merchandising rack is located in a high traffic area of their store • Ensure that all POSA cards are neatly arranged according to their planogram • Continue to update their rack with new products as they are available and remember to re-order cards as needed • Place posters and window decals in windows When it comes to virtual prepaid, Lang says simple reminders work well. “We’ve experimented with a wide variety of merchandising solutions and have found that the most effective merchandising combination is a window poster or decal to let outside traffic know the product is available inside and a cash desk prompt to remind in-store customers of the products’ availability,” he states.

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BORN UNDER A WATER SIGN: Improve Water Quality for Express Washes There are five factors to cleaning a vehicle: water quality, mechanical action, chemistry total dissolved solids (TDS), time, and temperature, all of equal importance. “Quality Water is an Essential Ingredient to a Quality Car Wash” say our brochures, so we will discuss water. How do you know what you need to get quality water? Most water authorities have embraced the digital age. If you look on your water bill, find out who is billing you, then go online and check them out. All of the organizations providing water must submit a water quality report every four years; these are usually posted online as well. Fresh water or tap water, either from a municipal water supply or private well, ranges in quality from great to terrible. Some of the symptoms of poor quality tap water include high TDS, pH readings that are either too high or too low--7.0 to 7.4 would be neutral and the ideal. Some other things to indicate appropriate or inappropriate water quality include turbidity and cloudiness, the presence of iron and

hardness of the water. All of these should be on your water quality report. If you’re drawing from a private well, simple tests conducted at the site by your car wash equipment representative will help with determining the quality of the fresh water. Why would I care if my water is soft? When you mix chemicals for cleaning vehicles with hard water the chemicals must first “clean” the water before it can clean the vehicle. You use more chemicals, and in extreme cases, you may still not get clean cars. A water softener is the obvious answer, but not the only answer. In some applications you can use your spot-free water for chemicals. With some touch-free applications you will chemically lower and make the water more acidic, the pH becomes a lower number, to help lift or dissolve contaminants from the surface of the vehicle. On the next pass you will make the water more basic, and the pH becomes a higher number, to neutralize the acid and remove items not impacted by acid.

CONVENIENCE & CARWASH CANADA

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March | April 2011

But for these things to happen you need to know the pH. In some instances it will be necessary to alter the pH on the customer’s side; this is usually done with a small injection pump system. SPOT-FREE WATER: Spot-free water is water that either naturally or by processing, has a TDS PW300 Ozone count below 20 parts per million (PPM). The overwhelming majority of spot-free systems in current use are Reverse Osmosis. RO systems have an impact on water conservation as most equipment will require two gallons of fresh or tap water to make one gallon of product. There are ways to reuse this extra gallon of “reject” water. It can be captured in a tank and using an appropriate pump to deliver it anywhere, you would use fresh water without a chemical application. For example, the last rinse before the spot-free rinse using the RO reject blended with fresh water, nets you a two uses for on that gallon of water. In systems without a reclaim this alone will result in significant savings on your water bill with the investment of a tank and pump.

The RO system will deliver a final spot-free rinse to the vehicle at the conclusion of the wash process or as it exits the wash. The effective use of spot-free water will displace all residual chemical and city or mineralladen water (including reclaim water) and allow the entire vehicle including glass, chrome and painted surfaces to dry perfectly spot-free! First, it’s important to know and understand the quality of the water at your site. There are several ways to determine the quality of water. Your local city water municipalities will share this information with you. Most car wash distributors have become knowledgeable in the importance of water quality and therefore have the necessary equipment to test water. Alternatively, with the proper testing equipment, you can learn to perform these tests yourself. TDS, hardness and chlorine test results will assist you in determining the quality of your water. The fact is, anyone washing cars in any area where the TDS exceeds 50 parts per million (PPM) should consider the addition of an RO system. What is commonly referred to as a hard water spot is the dissolved solids left behind when the water evaporates. The RO system

removes up to 99% of these solids allowing your vehicle to dry “spotfree.” The technology of RO has improved dramatically through the years and has become an extremely efficient, cost-effective method of eliminating water spotting in the application of vehicle washing. All RO systems work much the same way. Tap water is introduced into a pump which increases the pressure 180-to-250 PSI and is forced through a membrane or membranes. The most common membrane size used in car wash applications is the 4x40 inch and this membrane requires five gallons across the surface of the membrane for every gallon of permeate, or product water you make. Years ago, you would just send the four gallons of “bad” or concentrate water down the drain. As stated earlier, water is getting to be expensive and in some places you are limited as to how much water you can send to the sewer. Most RO manufacturers recirculate a portion of that concentrate back into the inlet stream. The standard seems to be out of the 5 gallons you started with, one gallon made, one to drain, three gallons are recirculated. This is the formula

we follow on our small systems. Up to 3000 GPD, larger systems you can reject less. This is sometimes not enough. We are seeing an increase in “Reject Capture” systems. We will discuss those later. It is recommended to pre-treat tap water before it goes into the RO system. Some water conditions will require additional pre-treatment, so consult the equipment supplier. Because most municipal water systems use chlorine as an anti-bacteria treatment and membranes do not tolerate chlorine, it is necessary to remove the chlorine before the RO. A simple, activated charcoal filter tank works for this purpose and most RO manufacturers include this as part of the system. All systems will have some form of a pre-filter − usually a 5-micron pre-filter − that is provided to separate the larger solid material from the water. The RO membrane will have an easier time separating dissolved solids from the water if the large particles are removed by the disposable filter first. An RO system filter needs to be changed at least on a monthly basis; some water conditions may require more frequent changes. When filters are not changed regularly RO systems may

CONVENIENCE & CARWASH CANADA

exhibit some or all of the following symptoms, including: poor quality of product water, significantly lower production rate, damage to the RO pump and/or plugged RO membrane(s). RO systems are typically sold by the amount of water they produce in a 24-hour period. This is usually at optimum performance with 77 F degree feed water. If your calculations are on the close side, upsize your storage tank or select the next unit size up. Please find below a chart to help you size your Spot-Free system. Next issue we’ll pick up from where we left off. Charles Borchard is the VP of Operations for New Wave Industries, the manufacturer of PurClean Spot-free Rinse Systems and PurWater Water Recovery Systems and is in his nineteenth year in the water treatment business. He can be reached via email: cborchard@purclean.com if you have questions about this article.

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March | April 2011

The Western Convenience Stores Association invites you to attend our

2nd ANNUAL WCSA FUNDRAISER GOLF EVENT. WHERE Cottonwood Golf & Country Club, Calgary, AB WHEN July 7, 2011 REGISTRATION 8:30 am. Includes continental breakfast TEE OFF 10:00 am sharp; parade to holes Unique Tee gifts, on course surprises and great prizes for all. WCSA BBQ dinner and prizes. Cocktails 4:00 pm Dinner 5:30 pm. INDIVIDUAL REGISTRATION: $295.00 members per person (cart included) $395.00 non-members per person (includes WCSA membership until end of 2010)

Player 1

Handicap

Player 2

Handicap

Player 3

Handicap

Player 4

Handicap

Mulligans – 4 for $25 Door Prizes 4 for $25

Phone #

Contact Name Company Address

Please check box if you want to play as a team Club rentals $35.00 plus tax

Right Hand

Left Hand

Register your team early to avoid disappointment (Limited to first 144) Registration, sponsorships, questions contact: Brenda at: wcsagolf@convenienceandcarwash.com or phone 204-489-4215 Cheques made payable to WCSA Golf Tournament Proceeds to support the WCSA Retailer Scholarship Program.

SPONSORSHIP OPPORTUNITIES Speaker sponsor: (Scott Dumas) $5,000 Wine/Cocktail sponsor: $3,500 Half Way House: $2,500 Hole in One: FRONT 9 $2,500 includes 4some BACK 9 $2,500 includes 4some Longest Drive: MEN’S $2,500 includes 4some LADIES $2,500 includes 4some Closest to the Pin: MEN’S $2,500 includes 4some LADIES $2,500 includes 4some Straightest Drive: MEN’S $2,500 includes 4some LADIES $2,500 includes 4some Longest Putt: MEN’S $2,500 includes 4some LADIES $2,500 includes 4some Beat the Pro: MEN’S $2,500 includes 4some LADIES $2,500 includes 4some Hole sponsor: $500 includes 1 golfer (except hole in one holes) If you would like to donate sample product for the goodie bags please call: Brenda at 204-489-4215

By: Kelly Gray

COLD BEVERAGES,

HOT OPPORTUNITIES Product innovation and category management are responsible for maintaining sales momentum in this key store area Canada’s C-stores are slaking a thirst for profits with cold beverage sales close to $800 million. This represents approximately eight-to-nine percent per cent of store sales with inventories powered by carbonated soft drinks, energy and sport beverages, frozen slush drinks and fountain products as well as juice and iced teas. However, The NPD Group, a leading market research house that tracks Canadians’ eating behaviours, C-stores are having their challenges when it comes to beverages for immediate consumption. “When it comes to cold beverages for immediate consumption at C-stores, Carbonated Soft Drink (CSD) servings, including slush drinks, declined by -4% in 2010,” says NPD industry analyst Linda Strachan. “There’s slight growth for other cold drinks like bottled water, juice, lemonade and other non-carbs. Bottled water has rebounded within both C-Stores (+4%) and QSR (+6%) too, with increased consumer interest in flavoured and vitamin-added waters.” Further, Strachan reports that energy drinks are flat in the C-store channel. “Innovation is

March | April 2011

key to increasing product sales in cold beverages and so we are seeing manufacturers create market excitement through the introduction of new product entries such as those in the energy segment and in diet, a sector that is climbing faster than CSD’s generally. Overall, new products represent the vigour is the cold beverage sector,” she says. Not surprisingly, operators need to pay close attention to the total category to maximize its considerable potential as a key volume driver and basis for profit. This is the view of front line retailers like Peninsula Co-op, a 12-unit BC-based C-store division of Federated Co-operatives. At Peninsula they keep a weather eye on winners and losers in stores where they use up to eight cold doors to merchandize a wide assortment including house brands Co-op Gold. “We watch our cold doors to take out underperformers and maximize the space,” says Tom Humphreys,assistant operations manager with Victoria-based Peninsula Co-ops. “As a result we are seeing Energy drinks performing well despite some indications that suggest the

category is slowing. I also thought that bottled water would have plateaued, but we are seeing strength here as well,” he says adding that they are enjoying good numbers on the frozen carbonated side with their Big Cool products where they offer eight heads in store. “Last year as NACS (US National Association of Convenience Stores show) we looked at f’real a RTS (ready to serve) milkshake and smoothie product that has a good fit for us especially in stores that are close to schools,” he says noting the strength of their iced mocha program as an indication of consumer demand for frozen non carb beverages. In Yorkton the Kahkewistahaw Gas and Convenience outlet is also paying a lot of attention to its beverage selections. In fact the gas bar and C-store has just added four doors to its cold vault and uses a dedicated staffer to look after the ordering and management of the cold beverage selection. According to ‘beverage guy’ Reg at the Saskatchewan store, they are seeing good sales in energy and isotonic drinks in a segment that is getting help from Red Bull and its separate cooler. “Pepsi products are also doing extremely well. In fact in some areas these outsell competitors by four to one,” he says, adding that value brand water is another big seller as is frozen carbonated drinks. “With slushy type drinks the weirder the flavours the bigger the sales. I wish we still had blueberry but watermelon does well for us.” Reg advises in-store staff to pay attention to things like bottle cleanliness and maintenance around the frozen drinks machines. “Clean appearance is highly important and it doesn’t take a lot of time to keep things looking professional. Customers appreciate the effort and this means sales.” At Gas King C-stores it’s about more than just watching the cooler doors. Says, Scott Sibbet the chain’s operations manager, “When you are pushing sales you have go beyond the doors and look to floor displays and cross promotion opportunities,” he remarks pointing to the sandwich and pop promo they have on going at their operations in Medicine Hat, Lethbridge and Picture Butte. Here, he reports, they have

drink specials located in the sandwich cooler to help capture larger bundled business. KEEPING IT FRESH Product innovation is key to sales growth in beverages hot or cold says NPD’s Strachan repeating her earlier statement. Towards this end, manufacturers have been burning the midnight oil to come up with product excitement. At Harlan Fairbanks, a western-based distributor of beverage and snacking products, they are helping operators capture more of the key frozen carbonated and non-carb sectors where margins can be as high as 80 per cent. According to Blair Wankling, Vice-President and General Manager at Harlan Fairbanks Blue Raspberry is the number one flavour in their signature Slush Puppie line. He reports interest in Energy and Good-For-You frozen beverages as well as consumers make a shift away from the standard carbonated soft drinks. “A visual two head machine is good way to get people thinking about these drinks. With this type of machine operators have to consider placement. Should the machine be in the back of the store where customers have to walk through aisles of other products and possibly make additional purchase, or should it be at the front where it is most visible and most likely to create impulse sales?” he asks. At A. Lassond they are ramping out a new smoothie line under its Oasis Health Break label. Recent are three on trend flavours that are augmented by vitamins and anti-oxidants for a complete healthy beverage that is ready to serve. Coming soon (April) is a strawberry smoothie. The company is also rolling out Flavür iced teas this March in a three taste all natural line up that will offer an alternative to the standard high sugar beverages so popular in the market. “We are also revamping our classic juice products with four new flavour assortments,” reports A. Lassond brand manager, Martin Lauziere. In the water segment Fiji water is a brand that stands out for its unique product attributes and geographical origin. The company reports that this H2O sells in the premium sector and is dif-

Oasis Health Break offers three trend flavours that are augmented by vitamins and antioxidants for a complete healthy beverage that is ready to serve. Coming soon (April) is a strawberry smoothie.

CONVENIENCE & CARWASH CANADA

ferentiated from others by its mouth feel and purity that originates in the non-industrial south Pacific. “The water category is one where there is a lot of duplication,” says Alvin Archembault, Vancouverbased Canadian GM. “Fiji water exists in the premium segment and as such it attracts customers who

Consider the new TO-GO cradle lids that are available for both hot and cold beverages. Now there is no more placing drinks on car hoods while keys are fumbled for. The cradles allow for one-handed ease with fountain drinks and a bakery item snuggled on top. TO-GO lids also carry messages that invite customers to think about adding

Fiji water exists in the premium segment and as such it attracts customers who tend to spend on other premium products in store. tend to spend on other premium products in store. As such there are more sales dollars available per facing,” he says, adding that most retailers tend to offer all three sectors -value brands like Montclair or house brands, mainstream brands such as Desani and premium entries like Evian or Fiji. “All segments have their positive points but only one will drive sales with-in the largest spending category- premium brands.” With the right beverage selection it’s become necessary to consider a cup and lid assortment to further drive incremental sales. Now companies like M&N Plastics have brought lids to the market that provide sales messages to the consumer as well as greater convenience. Source: The Nielsen Company

NATIONAL (EXCLUDING NEWFOUNDLAND) CONVENIENCE & GAS – ALL SALES NAT XNFLD C&G 52 Weeks Ending Dec 18, 2010

Dollar Sales

Dollar Sales Percent Change vs Year Ago

Unit Volume

Unit Volume Percent Change vs Year Ago

COLD BEVERAGES

$601,767,274

315,192,855

-1%

FLAVOURED SOFT DRINKS

$193,826,152

115,797,771

-7%

EXTREME ENERGY DRINKS

$176,081,546

14%

61,182,763

14%

JUICES & DRINKS - SHELF STABLE

$123,104,687

-2%

58,768,878

-4%

FLAT WATER

$100,358,603

74,960,724

CARBONATED WATER

$3,742,626

2,032,121

-2%

VEGETABLE JUICES

$3,089,602

-10%

1,301,580

-13%

LOW ALCOHOL BEVERAGES

$872,811

-8%

573,765

-12%

FLAVOURED DRINK MIXES

$212,586

-27%

305,656

-34%

TOMATO JUICE

$145,873

-16%

66,565

-26%

RTD ICED TEA CANS

$127,142

-58%

135,154

-59%

DRINK POWDERS & LIQUIDS COLD

$121,666

10%

20,766

-16%

LEMON & LIME JUICE

$49,269

24%

34,256

15%

COCKTAIL MIXES

$19,370

23%

4,513

ICED TEA MIXES

$15,110

-47%

8,313

-46%

March | April 2011

something to the sale like a breakfast item from the C-store ready-food assortment. Scott Sibbet puts the novelty in the category into perspective. “There are so many new products entering the market you have to continually move out the underperformers just to make room in the cool vault for new product excitement,” he says remarking that his store regularly stocks up to 100 skus including the recently released Pepsi Throwback. “Cold beverages are one of the key drivers in the C-store environment. Behind gas, tobacco, and lottery business are cold beverages and few if any C-store could exist without them and the profits they deliver.”

National Convention & Convenience Store Expo

2012

TODAY’S SUCCESS =

s n o ti a t c e p Ex s ’ w o r r o Tom

Sa e t ve the Da February 21-23, 2012 • Mirage • Las Vegas, Nevada • USA

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Call 1-888-252-5550 with questions on convention events

Call For Submissions,

회원 의견 수렴 활성

Establishment of a

화 및 정관계 의사 전

Communication Channel with

달 통로 확보 필요

Government Needed By John Bok, KCCI President

Winter is almost over though I am not yet ready to embrace Spring . I describe my unreadiness to face the Spring as follows: I have not yet finished the homework from the new textbook I received a few days ago. I agree with the saying that “we live being deceived”. As I work in earnest with hope for tomorrow the tracks of the past are still lurking. The extreme cold weather has finally subsided and it seems the recession is in its final stages, bringing forth a renewed sense of purpose and hope as announcements by oilfield business operators in Western Canada speak of growth and an economic upswing. It seems that the coming Spring won’t be as cold as the previous few years. The UKBA has a goal for 2011 to increase awareness and status across the country. We plan to organize meetings with members to discuss the problems that small-and-medium-sized companies face, especially as immigrants. We want to discuss the best means of communicating and maintaining solid relationships with local, provincial and federal government agencies. Discussions will include the unreasonable tyranny of large corporations who take away profit margins from small-and-medium-sized corporations. It is possible to present a united front or a boycott campaign and realize some success though the surest way to combat the problems we face is to discuss with government officials what they can do on our behalf to exercise our rights as business owners. We will host the World Korean Business Operating Committee meeting in April at the Hilton Hotel in Burnaby MetroTown and the UKBA’s Annual General Meeting in June. Both federal and provincial government representatives have been invited to attend to speak about their policies and governments’ upcoming projects so that we can prepare our future business plans and strategies. We invite you to send us your comments and questions for review to ukbaofcanada@yahoo.co.kr. We will select the best of the submissions and these will be included in a new section of the UKBA Journal that reflects readers’ thoughts, opinions, suggestions etc. If you have a question or would like to see a specific topic included in future editions of the UKBA Journal, please send us your comments. The UKBA as an association faces great challenges in its day-to-day operations due in part to the vast area

새로운 교과서를 엊그제 받은 것 같은데 숙제도 마치지 못한 채 벌써 한 계절이 지나고 있습니다. 속아서 살아간다는 말처럼 내 일을 기대하며 일하다 보면 지나온 자국이 너무도 선명하게 덧 없이 느껴집니다. 유난스럽게 기승을 부리던 겨울도 이제 자기 의 일을 마친 양 수그러 들고 있습니다. 더불어 이삼년을 하강하 던 경기도 이제 제풀에 꺾여 수그러지는 것 같습니다. 서부의 유 전사업자들의 발표나 흐름을 보면서 이제는 서서히 캐나다의 봄 이 지난 몇년의 봄처럼 그리 차갑지는 않을 것이라 생각합니다. 총연은 올 한해를 총연의 위상을 높여 각종 대정부 관계를 원만 하게 유지하여 대화의 물꼬를 열고 중소상공인의 애로점 그리고 특히 우리 이민자들의 고충을 설명하는 자리를 마련할 예정 입 니다. 그리하여 주변에서 일어나고 있는 비합리적이고 중소상공 인들의 이익금을 볼모삼아 행해지는 대기업의 횡포를 고발할 예 정 입니다. 물론 단체행동 또는 불매운동도 커다란 효과를 가져 오지만 대기업의 생리상 정관계의 입김은 어느 국가를 막론하고 가장 확실한 경로이고 우리의 권리이기 때문입니다. 다가오는 사월과 유월에 열릴 예정인 세계 한상운영위원회 그리 고 총연 총회는 연방 및 주정부의 각료와 의원들을 초빙하여 그 들의 정책과 향후 정부의 계획 등을 문의하여 전국의 회원들에 게 향후 사업계획 등을 마련할수 있도록 할 예정입니다. 회원 여 러분의 건설적인 조언과 많은 참여 바랍니다. 전국에 계신 회원 여러분의 의견은 ukbaofcanada@yahoo.co.kr 로 올려 주시면 참고하여 회보 발간 및 독자의 의견란을 신설하여 건설적이고 참신한 글로 만들어 게재할 것입니다. 좀더 많은 의견들과 성공 사례, 경계할 주의점, 추천할만한 사업의 종류 장소 그리고 각도 시의 특성 등을 보내주시면 될 것입니다. 총연은 캐나다의 특성인 광대한 지역 그리고 적은 인구밀도상 운영이나 활동면에서 많은 애로가 있습니다만 각지역협회 임직 원의 후원에 힘입어 그 위상이 점차 향상되고 있습니다. 이 위상 은 어느 개인의 소유가 아닙니다. 바로 우리의 것입니다. 회장과 임원들은 길어야 삼사년이면 떠나고 새로운 인사들로 채워 집 니다. 자기 본연의 자리로 돌아가 회원으로서 의무를 수행할 따 름 입니다. 임무가 맡겨진 동안에 협회의 위상을 드높이고 화목 하고 발전되는 모습을 보여서 후임들에게 귀감이될수 있도록 노 력해야 합니다. 총연은 내세우지 않고 말없이 행동으로 일하고 발전하여 우리의 목표를 이룩할 것입니다. 감사합니다. 복 종한 John H. Bok 캐나다 한인 상공 실업인 총연합회 U.K.B.A. & K-C C.C.I.C. ukbaofcanada@yahoo.co.kr

CONVENIENCE & CARWASH CANADA

of Canada. However, we have managed to increase our status and awareness due in part to the dedication and support of our regional chapter executives. The status of our association does not belong to any one individual but to the collective efforts of each chapter. Every three-to-four years the executive of each chapter changes and the current executives return to their place as regular members and retailers. We want to thank all of our past, present and future executives for their time, dedication and willingness to strive for a higher level of professionalism and improvement during their term. Our executives act rather than speak, progress, and ultimately accomplish the goals that were set and we would like to thank each of you for your unwavering commitment. John H. Bok 캐나다 한인 상공 실업인 총연합회 U.K.B.A. & K-C C.C.I.C. ukbaofcanada@yahoo.co.kr

2011년이 성장과 번창 의 한해가 되시기를 기원 안녕하십니까? 새해 회원 여러분들의 가정과 사업에 만복과 행운이 가득 하시길 바 랍니다. 지난 한해 동안 저희 협회와 각지역 협회의 발전에 기여해주 신 회장단 여러분들과 회원님들께 감사드립니다. 본협회는 새해에 추진하는 각종 사업들과 한인 상권 보호를 위해 열심히 일할 것입니 다. 한국과 캐나다간 FTA가 마무리 된다면 상호 교역이 쉬워져 회 원 여러분들의 사업에도 큰 도움이 될 것 입니다. 저희는 협회원들의 상권 보호를 위해서 캐나다 정부와 회사들과의 관계를 개선하기 위 해 다양한 노력을 하고 있습니다. 이러한 시도들이 결실을 맺는다면 협회와 회원님들의 사업이 더욱 성장하여 더 큰 사업으로 발돋움 하 리라 봅니다. 이에 본협회는 보다 새로운 큰 사업으로 성장하는데 밑 거름이 될 수있도력 하겠습니다. 아무쪼록 새로운 희망과 용기를 가 지고 2011년을 성장과 번창 하는 한 해 로 만드시기를 기원 합니다. 감사 합니다. 이봉섭 캐나다 한인 상공실업인협회(UKBA) 부회장

자신있게 권해 드립니다. 연료 펌프에서 EMV 칩과 최선의 투자로 찬란한 미래를사용하는 비밀번호를 최선의 투자로 찬란한 미래를 카드 결제 가능

FlexPay 결제 시스템은 귀하가 어디에서든지 지불할 수 있게 해주며, 앞으로 EMV 칩과 비밀번호 사용 결제도 가능합니다.

March | April 2011

902.468.7342

709.747.0015

6/10/2010 9:17:51 AM

By Brandon Grote

추운 곳에서 온 희소식 최저 -54ºC의 온도에서도 계속 연료가 흐르게 하는 새로 운 노즐(분사구)기술

지구온난화가 발생하는 지 여부와 지구온난화 가 문명의 미래에 어떻게 영향을 미칠 것인가에 대하여 격렬한 논쟁이 계속되는 동안, 우리가 알다시피, 우리가 확신하는 것은 단 한가지이 다: 지구에는 겨울에 매우 혹독하게 추운 지역 이 여전히 존재한다는 것이다. 우리는 또한 이 런 조건에서 생존하기 위해서는 이 지역들의 주 민 및 서식 동물-북극곰으로부터 금 및 다이아 몬드 광산의 운영자들-이 기후를 용인하고 생 존하기 위해 상황에 적응해야 한다는 것이다.

탱크에 집어 넣는 데 사용하는 장비에도 해당 된다. 캐나다의 북극권(영원히 춥다)을 향하는 Edmonton 북부같은 지역은 영원히 매우 춥기 때문에 주유소 운영자들은 낮은 온도때문에 기 능을 못하는 주유기와 씨름하기 위한 방법을 끝 없이 찾는 데 열중했다.

이러한 종류의 상황에서 살거나 일하는 데 적응 하기 위해 가장 적합한 형태의 주택, 옷, 음식, 교통 수단을 찾는 것이 중요하다. 자녀들을 학 교로 차로 데려다 주든 트럭으로 캐나다의Baffin Island의 끝자락에 있는 철광석 광산에 생활 용품을 배달하든 간에 교통 수단은 매우 중요하 게 고려해야 할 문제이다. 차량의 고장 또는 연 료를 공급받을 수 없음은 재난이 될 수 있다.

모든 극단적인 날씨를 보이는 지역의 주유소의 공통적인 문제 하나는 호스 끝부분의 동결이며 이는 특별히 무인의, 상업용 차량을 위하여 주유 카드로만 주유하는 cardlock 시설에서이다. 일 정하게 흐르지 않는 호스의 끝부분은 -40ºC 이하의 온도에서 3시간 또는 4시간 동안 가동을 하지 않으면 어는 경향이 있다. 가장 흔한 오해 는 제품이 -40ºC에서도 안전 인증을 받지 않 았을까 하는 것이다. 추운 날씨에서 가장 고장이 잘 나는 곳은 노즐(분사구)이다. 많은 노즐(분사 구)들은 이런 추운 상태에서 작동하도록 설계되 지 않았다. 최저 한계가 -20ºC, 어떤 때는 이 보다 높은 온도에서 견디는 탄성중합체 밀봉을

문제 차량의 작동에 관련한 모든 구성 부품은 극단적 인 기후 조건에서 작동할 때 극심한 압박에 처 해진다. 이는 연료를 차량의 휘발유 또는 디젤

그리고 -40ºC 훨씬 밑으로 내려가는 온도에서 는 체감 온도의 영향으로 더 하강하며 행동보다 말을 하는 것이 훨씬 쉽다.

CONVENIENCE & CARWASH CANADA

갖추고 있다. 안전 인증 기관이 -40ºC로 인증 했다고 해서 그런 극단적인 온도에서 반드시 작 동하는 것은 아니다. 그저 그 온도에서 실험하여 안전한 방식으로 고장났다는 것이다. 어는 것은 안전하게 고장난 것으로 고려한다. 이제 당신이 트럭 운전사인데 연료주입만을 위해 회사가 제공한 카드로 거래되는 cardlock 주유 소에 기름을 넣기 위해 오전2시에 들어왔다고 상 상해보자. 오후10시30분 에 마지막으로 다른 운 전사가 기름을 넣은 이래로 주유소는 기능을 중 지하고 있다. 그리하여 노즐을 잡아서 차의 연료 넣는 파이프에 끼우고 레버를 꽉 쥐었는데 아무 일도 일어나지 않는다. 게다가 대개의 회사 차량 에 연료를 공급하는 cardlock 시설이 무인시설 이므로, 문제를 해결하거나 심지어는 이 문제를 통보할 사람이 주유소에 없다. 이런 야심한 시간 에 불운한 운전자로부터 예상되는 가장 약한 반 응이 좌절감일 것이다; 눈에 핏발선 분노가 더 정 확한 표현일 것이다.

회사가 다른 극단적으로 추운 날씨에서의 작동 을 위해 개발된 회전고리 및 파이프 시스템 제품 에 이 고유의 탄성중합체 부분을 사용하여 성공 을 했었던 사실 때문에 극도로 추운 날씨에서 견 디는 노즐(분사구)을 개발하기로 한 결정을 내 리는 것은 쉬웠다. OPW사의 추운 날씨에 견디는 노즐(분사구)은 캐나다 서부 전역에서 250개의 소매 조합 운영 을 감독하는Federated Co-operatives Limited사가 연료 공급 사업을 특징으로 삼는 소매 또는 상업용 연료를 제공하는cardlock주유소의 기존의 노즐을 교체하기 시작했을 때 성장했다. 그 지역의 여러 다른 주유소들이 자신들의 주유 소에 또한 추운 날씨용 노즐(분사구)을 도입했 다- 극도로 추운 날씨의 계절이 절정에 달할 때 운영에 지장이 없이 모두 이루어졌다.

결론 필요는 발명의 어머니이며, 회사가 극도로 추운 날씨의 상황에 필요한 높은 수준의 작동을 할 수 그리하여 자동차가 캐나다의 견디기 힘든 북부 있었던 연료공급용 노즐(분사구)을 생산하고 완 지역을 횡단하기 시작한 이래 -40ºC이하의 온 성할 수 있었던 것은 시간과 열망이 필요했을 뿐 도에서 작동할 수 있는 제품들을 계속 찾아 왔다. 이다. 오랫동안 전세계의 주유소에 노즐을 공급 하는 선두주자인 OPW 사의 연료공급 부품은 표 해결책 준제품의 극도로 추운 날씨용 버전인 –XC으로 2010년11월 겨울이 시작된 때에 맞추어 한 회 이를 달성한 것으로 보인다. 사, 오하이오주Hamilton의OPW Fueling Com- 그리고 신제품이 업계의 한 부분에 도입될 때ponents사가 해결책을 발견한 것으로 보인다. 이 경우에는 소매 및 상용 차량만을 위한(card2010년 9월에 OPW는 새로운 –XC Extreme lock) 연료공급 부분- 다른 관련 부분, 예를 들 Cold Weather Nozzle 관련제품을 판매하기 시 어 하루종일 작업용 차량을 작동시키는 북극권 작했는 데 이는ULC에 기재된, 휘발유 및 디젤 에 위치한 다이아몬드 및 금 광산업 회사는 바짝 펌프기에서 사용하기 위한 자동 차단 노즐 중 현 신경을 쓰고 주목할 것이다. 이는 툰드라(동토 재 시판중인11A®, 11B®, 7H® 및 7HB® 시리즈 대)가 계속 얼어 있고 북극곰이 돌아 다니는 한 의 연장선상의 제품이다. 이 노즐(분사구)들은 캐나다 북부의 극도로 추운 날씨에 견디는 노즐 OPW사에 의해 회사내부 및 현장에서 시험되었 을 위한 시장은 계속 발전하고 성숙할 것이다. 고 최저-54ºC같은 극단적인 온도의 상태에서 실패 없이 1백만 번 이상 작동되는 것으로 밝혀 Brandon Grote 씨는 제품담당 책임자이다 졌다. OPW Fueling Component사의 위의 지상에 설치 하는 제품을 담당하며, 회사는 오하이오주의 OPW사는 독특한, 극도로 추운 온도에서 견디는 Cincinnati에 위치해 있다. 그의 연락처는 (513) 탄성중합체를 노즐(분사구)에 넣어서 극심한 추 870-3164또는 bgrote@opw-fc.com이다. OPW사 위에 견디는 노즐(분사구)을 만들었다. 이 실(밀 는 주유 제품, 환경 시스템, 2차 저장된 연료 배 봉)은 극단적인 날씨 상태에 존재하는 연료 공급 달 시스템, 연료 관리 시스템 및 클린 에너지 연 상황에서 탄력성이 있어서 호스 끝이 어는 어려 료 공급 제품에 있어서 세계적인 선두주자이다. 움과 싸우기에 최적의 제품이다. OPW사는 Dover Corporation (뉴욕증시상 회사 명: DOV)사의 유류 경영부서의 일부이다. OPW 사의 연료 공급 관련 제품에 대한 상세한 정보를 원하시면 www.OPWGlobal.com 을 방문하십시오.

March | April 2011

카드를 긁으세요 선불 카드는 최소한의 공간을 사용하 여 최대의 수입원을 제공한다. 생일선물로 상품권을 받는 것이 두려웠던 때가 있었다. 이 “현금이 아닌” 통화를 받는 업소가 적었다. 이제 현금을 들고 다니는 사람은 드물며 업소 에서의 사용, 휴대전화 사용 시간 및 온라인 게임을 위한 선불 카드 제품은 당신의 주머니 안의 잔돈보다 더 쉽게 사용할 수 있다. 편의점들은 다양한 선불 카드 (그리고 이제 꼭 실제의 카드의 형태일 필요도 없다)를 취급함으 로써 이익을 얻을 수가 있다. 발전하는 부문에서 매출을 발생시킬 뿐 아니 라 손님을 당신의 업소에 여러번 오게 한다. “지난 10년동안, 선불 카드 시장은 매우 복잡하게 발달해 왔다. 소매상인 들은 더 많은 제품과 서비스를 취급해야 한다,”라고 편의점 사업주들에 게 휴대전화, 장거리 전화 카드, 상품권 및 여러 금융사들의 선불 카드 제품 (Visa, MasterCard)을 포함하는 완전한 각종 선불 카드제품을 제공하는 Now Prepay사의 사업개발 이사인 Grace Caputo씨는 말한다. 휴대전화 사용 시간은 선불 카드 제품 중 가장 인기 있는 품목이다. 캐나다 휴대전화 전자통신 협회(Canadian Wireless Telecommunications Association -CWTA)에 따르면 전국에 4백5십만명 이상의 선불 서비스 이 용자가 있으며 휴대 전화 서비스 이용자의 약 20퍼센트를 차지한다. 그리 고 Wind Mobile과 Chater같은 새 통신 회사들은 마음을 끄는 새로운 선불 플랜을 제공하기 시작했다. 이러한 서비스 이용자들은 보통 최소한 한 달에 한 번은 전화 사용 요금을 추가 지불 한다. 선불 휴대폰 카드 서비스를 제공함 으로써 편의점 소매상인들은 자신들의 업소에 고객의 충성도를 구축하고 업 소를 다시 방문하게 하는 수단으로 사용할 수 있다.

금융 상품 금융 상품은 가장 빨리 성장하고 있는 선불 부문 중의 하나이며 소비자들에게 전통적인 크레딧 카드의 모든 장점은 갖추고 ‘크레딧’에 접근하는 것과 관 련한 위험과 유혹은 배제하는Visa Gift Cards, MasterCard Gift Cards 같은 상품을 제공한다. Visa와 MasterCard같은 유명한 브랜드의 상품권은 전국적 으로 수천 개의 소매업체에서 상품으로 바꿀 수 있으며 어느 상황에서라도 훌 륭한 선물이 된다. Ukash 및3V Visa Prepaid Vouchers와 같은 가상 현금(인터넷 상에서 신용 카드로 지불하는 돈)은 온라인상에서만 사용되는 데 또한 인기를 얻는 중이 다. 3V Visa Prepaid Vouchers는 소비자들이 데빗 또는 크레딧 카드를 사용 하지 않고 온라인상에서 구입하는 것을 허용하는 반면에 Ukash vouchers는 Poker Stars 및Party Poker와 같은 인기 있는 게임 사이트에서 사용될 수 있 다. Visa를 받는 사이트에서 온라인으로 쇼핑하는 안전하고 확실한 방법이다. “선불Mastercard는 카드를 선택하는 방법 중의 하나이다,”라고Directcash 사의 Paul Lerner씨는 말한다. “ATM에서 돈을 인출할 때 현금 인출 카드로 사용하거나 온라인상에서 사용하거나 POS상의 구입에도 사용할 수도 있는 융통성을 갖추고 있다. 우리는 재충전하여 다시 사용할 수 있는 다용도의 재 충전 가능 카드를 제공한다. 우리는 또한 소매업자에게 한 번만 사용하는 카드 도 제공할 수 있다. 이러한 카드들은 우리 회사의 웹 어플리케이션 또는POS 단말기를 통해 재충전될 수 있어서 돈을 충전하고 재충전하기가 매우 간단하 다.”

March | April 2011

Directcash사는 2002년 이래 다양한 종류의 업종에서 선불 카드 프로그램을 구축했다. 그 회사는 완전히 상하로 통합된 점에서 특별하다. “이는BIN스폰서인Directcash Bank회사와 함께 우리 회사 고유의 거래 관리 시스템인Switch 및 MIP을 포함하는 자사 의 고유하고 적당한 기술을 보유하며 체인을 완성한다는 것 을 의미한다,”라고 그는 말한다.

관련 기사

선불 상품을 취급하는 다양한 장점은 다음과 같다: •선불 상품은 편의점의 왕래하는 고 객의 수를 늘리는 것을 돕는다 • 충동 구매를 이끈다 •선불 상품은 고객이 구입한 제품을 재구입하게 한다 = 고객 충성도 • 소비자의 구입액수를 늘린다 •소매상인이 실제의 상품을 구비할 필요 없이 유명 상품을 판매할 수 있 게 한다 •컴퓨터상 유통을 통해 상품의 목록 을 항상 제공할 수 있다 • 컴퓨터상의 배달의 해결책은 소매 업자가 항상 적절하고 다양한 상품을 취급하는 것을 보장한다

Directcash사는 또한 편의 점 소유주들이 거래 수수료 로 수입의 몫을 챙길 수 있 는 기회인 일반 카드를 사 용하는 해결책을 제공할 수 있다. 상품권

식당, 전문점, 철물점, 음악 및 게임을 포함하는 대중 적인 소매 브랜드 상품권은 소매 업소의 선반에 진열한 다. 소매상들은 고객들에게 생일, 휴일, 또는 다른 특별 한 때에 편리하게 한 곳에 서 다 살 수 있는 기프트 카 드 몰 프로그램을 제안한 다. 이 카드들은 구입한 시 점부터 사용할 수 있으며 카드를 받은 사람은 상품 구입시 해 당 소매업체에서 물건으로 교환할 수 있다.

장거리 및 국제 휴대 전화 카드 재충전 선불 장거리 전화 카드는 국제전화를 하는 소비자들에게 비용 면에서 효율적인 방법을 제안한다. 수백개의 이용가능한 카드 가 있고 소매업자는 취급하기 적당한 카드들을 알아야 한다. POS단말기를 사용하여, 소매상인은 즉각 북미 또는 특정 지 역을 위한 카드 중에 가장 인기 있는 카드에 접근할 수 있다. 상품들은 인쇄된 PIN 또는POSA카드를 통해 배달된다. International Mobile Recharge사는 손님들이 휴대 전화 사 용 시간을 추가 구입하고 카리브해 지역, 라틴 아메리카, 아시 아, 중동 및 전세계의 친구와 가족의 휴대폰 사용 시간을 재충 전할 수 있게 한다.

디지털 콘텐츠 Farmville (Facebook 내의 게임의 하나)의 게임 수준을 높이 고 싶은가 ? 아니면 iTunes에서 좋아하는TV 쇼를 구입하고 싶은가? 편의점에 들리십시오. 음악, 온라인 게임, 소셜 네트 워크상의 게임을 포함하는 디지털 콘텐츠를 위한 선불 카드는 떠오르는 고수익 상품이다.

Boutwell씨는 말한다. “이 분야에서, 온라인 및 소셜 네트워크 상의 게임은 많은 주목을 받으며 십대 초반의 인구의 수요를 창 출한다. 게임 및 게임과 관련한 모든 다른 디지털 콘텐츠, 소액 거래 및 가상 통화를 제공하는 회사들은 사람들이 더 디지털적 인 생활 방식으로 전환하기 시작하므로 크게 성장할 것이다.” 디지털에 대해 말을 하자면, 앞서 언급한 모든 상품들은 POS 단말기, PC를 통해 또는 호스트(중앙)컴퓨터에서 호스트 접 속을 하고, Now Prepay사의 eFresh 소프트웨어를 사용하여 컴퓨터로 배달될 수 있다. 상품의 종류에 따라eFresh가 인쇄 된 영수증에 PIN을 보내거나 카드의 마그네틱 선을 사용하여 POSA 카드를 사용 가능하게 작동시킬 것이다. 이 “카드를 사용하지 않는”서비스는 실제 상품을 위한 공간 은 없으나 수입원을 추가하기를 원하는 소매상인들을 위한 선 불상품 중 선택할 수 있는 옵션의 다가올 미래다. Ezipin사는 또한 가장 인기있는 선불 상품을 소매상인에게 컴 퓨터로 제공한다. (휴대 전화 사용 시간, 전화 카드, 온라인 지 불 상품 및 더 많은 상품) 이 회사는 실제의 카드나 재고를 소매 업소에 제공하지 않고 대신에 컴퓨터상의 상품권이라는 해결책 이 소매상인들에게 선불 상품을 주문만 하면 언제든지 접근하 게 한다. 손님이 선불 상품을 요청하면, 소매상인은 안전한 데 이터베이스에서 그 상품을 찾아서 인쇄만 하면 된다. “휴대 전화에 관련하여 4백5십만명의 선불 휴대 전화 서비 스 이용자가 휴대폰의 사용금액을 추가 지불할 곳을 정기적으 로 찾고 있다는 것을 기억하십시오. 만약 당신이Ezipin사와 같 은 주문형 유통 시스템을 사용하고 있다면 이 수요를 만족시킬 수 있으며 물건으로 업소를 가득 채우지 않고 선불상품을 판매 하는 혜택을 누릴 수 있습니다,”라고 Ezipin사의 마케팅 책임 자인 Albert Lang씨는 말한다. “우리 회사같은 시스템은 또한 당신이 보유한POS 시스템과 바로 통합되어 사실상 완전한 즉 각 사용할 수 있는 선불의 해결책을 창조하는 것이다.” 업소 내의 판촉은 충동 구매를 증가시킬 뿐 아니라 고객의 주의 를 끄는 것을 돕고 선불 상품 부문에 대한 관심을 이끌어 내므 로 매우 중요하다. 만약 실제의 카드가 업소 내에 진열되어 있 다면 소매상인들은 항상 다음의 행위를 할 것을 기억하십시오: • 카드 판매 선반은 반드시 업소 내의 사람의 왕래가 많은 곳 에 있어야 한다 • 모든POSA 카드는 상품진열지침서에 따라 깨끗이 정돈되어 있어야 한다 · 신상품이 나오면 선반을 신제품으로 채우 고 필요시 카드를 재주문할 것을 기억한다 •창문에 포스터 및 창문부착용 스티커를 붙인다 가상 선불 상품에 관하여는, Lang씨는 단순히 고객을 상기시키 면 된다고 말한다. “우리는 다양한 판매촉진방안을 실험했고 가장 효과적인 판 매촉진 방법은 창문에 포스터나 창문부착용 스티커를 붙여 외 부의 왕래하는 사람들에게 상품을 업소 내에서 구입할 수 있음 을 알리는 것과 업소 내의 손님들에게 상품을 구입할 수 있음 을 계산대에서 상기시키는 말을 함께 하는 것이다,”라고 그는 말한다.

“디지털 콘텐츠는 업계에서 가장 빨리 성장하는 부문 중의 하나이다,”라고InComm 사를 광고하는 부사장인 Jennifer

CONVENIENCE & CARWASH CANADA

By Vlad Minea 주문 제작의 대세는 뉴 블랙: 편의점 디자인 개념과 새로운 디자인 경향 귀하의 편의점은 독특하다…다른 편의점들과 거의 똑같다. 다행히도,대량맞춤생산은 개인적 특징을 추가하면서 업소의 외관을 주관하는 권한을 소매상인들에게 제공한다. 모든 비즈니스에서 비용을 절약하고 가치를 증대시키는 것은 항상 추구하는 목표이다. 편의점도 예외가 아니며 업소를 재 디자인하거나 재배열할 때마다 어려운 결정을 직면한다.

동일한 원칙을 따르는 업소들을 위하여 설비를 제작하는 업 소 설비 제조업체들이 있다. 모든 업소에서 동일한 수요를 발견한다: 창고, 진열, 상품 제공 및 제품 제안이다.

모든 업소는 근사해보이고 주어진 공간을 최대한 사용하며 이러한 목표를 달성하기 위해 최소한의 돈을 지불하기를 원 한다. 많이 들어본 소리인가?

이러한 기능을 위한 모든 해결책은 거의 동일하며 많은 경우 에 동일한 제품들이 동일한 부분에 반드시 있어야 하므로 똑 같아야 한다. (껌의 진열은 제품이 동일하므로 모든 업소에 서 동일하게 해야 한다). 이러한 조건은 동시에 자신의 업소 만의 독특한 해결책의 디자이너가 되는 사용자에게 더욱 기 능적인 “벽돌”을 제공하는 해결책을 이끌어 낸다. 벽돌이 항상 동일하므로 비용은 낮게 유지된다. 주문 제작은 실수요자가 해결책의 일부 구성원이므로 수요가 많다. 실수 요자가 스스로 설계를 디자인하여 최대한 효율적으로 운영 을 하는 것을 허용한다. 또한, 규격화된 부품을 조립하여 만 들 수 있는 디자인은 실수요자가 비즈니스의 필요에 따라 설 계를 변경/새롭게 하는 것을 허용하기 때문에 시간이 흐를수 록 실수요자의 효율성은 높은 수준으로 유지될 것이다.

이에 반응하여, 업소 설비 제조업은 대량생산으로 인한 낮은 비용과 독특하고 기능적이며 개인화된 외관의 균형을 이루는 난제를 직면하고 있다. 이는 공통의 외관으로만 가능하다. 이 것이 가능한가? 처음에 간단한 답은 “아니다”이지만 다시 시도해 보자. 시범적으로 우리의 모든 주택에서 벽돌이 공통적인 구성 요 소인 주택 건축의 개념을 살펴 보자.벽돌은 반드시 사용된다: 그 주택이 작건 크건, 도시에 있던 지방에 있던, 상업 지역에 있건 주거 지역에 있던 상관없이 말이다. 누구든지 똑같은 벽 돌을 사용하여, 여하한 종류의 기능성을 갖춘 꿈의 주택을 건 축할 수 있다.

독창적인 고품질 보증/ 유연성과 경제성, 전문성을 갖춘 24시간 서비스/ 신뢰성 있는 기술

차량 세차 시스템

최고의 품질 우선

외관 및 분위기는 편의점의 중요한 요소이며 위에 언급된 해 결책은 외관 및 분위기를 또한 돕는다. 기본적으로, 기능성의 관점에서 모든 업소는 모두 동일한 기 능을 공유하므로 동일한 외관을 갖추어야 한다. 그러나, 실제 현실에서는 사람들과 일할 때 판매자 및 손님의 개성을 표현 해야 한다. 소매업자들은 색상 및 설계를 포함하는 업소의 외관에 개성 을 표현한다. 반면에 고객들은 쇼핑을 위해 특정한 업소를 선택함으로써 개성을 표현하며 이는 고객의 개성을 업소의 외관, 판매자의 태도, 및 다양한 제품 및 가격에 조화시키는 시도의 결과이다. 판매인은 설비의 실수요자이며 다른 사람처럼 동일한 세트 의 벽돌을 사용하여 판매인 자신/손님이 원하는 정확한 환경 을 조성함으로써, 대량 맞춤 생산의 저비용의 이득을 얻고, 설계, 업소의 기능 및 색깔을 맞춤으로 주문하여 위에 언급 된 임무 전체를 수행할 수 있다. 업소의 디자인 및 설비 제조에서의 이러한 새로운 접근은 대 량 맞춤 생산을 반영하고 있다. 대량 맞춤 생산은 전세계의 모든 제조된 상품의 약 30%에 영향을 미치는 새 비즈니스 모델이며 전문가들은 2025년까지는 50%에 이를 것이라고 예상한다. 그러므로, 원하든 원하지 않든, 새로운 경향은 오늘날에는 크 게 눈에 띄지 않아도, 편의점에 조만간 영향을 미칠 것이다.

우수한 서비스와 프리미엄 부품을 갖춘 세계 수준의 세차 설비 지금 전화 주세요

March | April 2011

EVP (전무 이사)– General Manager (총괄 매니저) McCowan Manufacturing Ltd.

By: Kelly Gray

차가운 음료, 대박의 기회 주요 판매 부문의 가속도를 유지하기 위해 제품 혁신 및 상품군 관리가 필요하다

캐나다의 편의점들은 차가운 음료 부문에서 8 억달러에 가까운 이익을 내어 갈증을 풀고 있 다. 시원한 음료 부문은 탄산음료, 에너지 및 스포츠 음료, 프로즌 슬러시 음료 및 음료가 꼭 지를 통해 나오는 제품과 쥬스, 아이스티와 같 은 제품을 갖추고 있으며 업소의 매출액의 약 8- 9퍼센트를 차지한다. 그러나, 캐나다인의 식습관을 추적하는 선도적인 시장 조사 기관인 NPD Group 은 편의점들이 즉시 소비를 위한 음료부 분에서 어려움을 겪 고 있다고 한다 . “편의점에서의 즉 시 소비를 위한 차가 운 음료부문에서, 슬 러시 음료를 포함하 여 탄산음료(CSD) 판매량이 2010년에 4% 감소했다,” 라고 NPD사 의 업계 분석가인 Linda Strachan씨 는 말한다. “병물, 쥬스, 레모네이드 및 다른 비탄산음료와 같은 차가운 음료부문에서 약간 의 성장을 했다. 소비자들이 맛을 첨가하고 비 타민이 추가된 물에 대한 관심의 증가로 병물 은 편의점(+4%) 및 패스트푸드점(+6%)에서 성장률이 회복되었다.”

게다가, Strachan씨는 에너지 음료가 편의점 에서의 매출이 저조하다고 보고한다. “획기 적인 제품이 차가운 음료의 제품의 판매를 증 가시키는 데 가장 중요하다. 그리하여 우리는 제조업체들이 탄산음료분야보다 일반적으로 훨씬 빨리 성장하고 있는 분야인 에너지 음료 및 다이어트 음료부문의 신제품의 소개를 통해 시장 내의 흥분을 고조시키는 것을 본다. 전체 적으로 신제품은 차가 운 음료 부문에서 활 력을 의미한다,”라고 그녀는 말한다. 당연히, 업소 운영자 들은 매출 증가의 핵 심 동인과 이윤 창출 의 기초로서 상당한 잠재력을 최대화하기 위해 전체적인 모든 부분에 세심한 주의를 기울일 필요가 있다. 이는BC 를 기반으로 하는12개의Federated Co-operatives 의 편의점 부분인Peninsula Co-op사와 같은 최전방의 소매업체의 견해이다. Peninsula사 는 자사 브랜드인 Co-op Gold 를 포함하여 다양한 종류의 상품의 판매를 촉진하기 위해 8개의 음료용 냉장고를 전부 사용하며 업소 내 의 판매가 잘되는 제품과 판매가 부진한 제품 을 구분하는 데 부단한 경계를 한다.

CONVENIENCE & CARWASH CANADA

“우리는 냉장고 내의 재고를 확인하여 판매가 부진한 제 품을 꺼내고 공간을 최대한 활용한다,”라고Victoria 에 위치한Peninsula Co-ops 의 운영담당 부책임자인Tom Humphreys씨는 말한다. “그 결과로 우리는 에너지 음 료 부문이 판매가 둔화되고 있다는 조짐에도 불구하고 에 너지 음료가 잘 팔리고 있음을 보고 있다.나는 또한 병물의 판매가 안정상태에 이르렀다고 생각했지만 병물 또한 우리 업소 내의 판매에서 성장을 보였다,” 그는 업소 내에 8대 나 있는Big Cool 제품의 프로즌 탄산음료부분의 판매의 성 장을 즐기고 있다고 덧붙여 말한다. “작년에 NACS(미국 전국 편의점 협회 박람회 -US National Association of Convenience Stores show)에서 우리는 특히 학교에 가 까운 업소에 적합한 제품인 즉석(RTS) 밀크쉐이크 및 스 무디 제품을 살펴 보았다,” 그는 소비자들이 프로즌 비탄 산 음료를 찾는 징후로 얼음을 갈아 만든 모카 프로그램의 강점에 주목한다고 말한다. Yorkton에서는 Kahkewistahaw Gas and Convenience outlet이 또한 음료 선정에 있어서 많은 주의를 기울이고 있다. 사실상 주유소 및 편의점이 음료수용 냉장고를 방금 4대를 추가했고 차가운 음료 선택을 위하여 주문하고 관리 하는 것을 담당할 헌신적인 직원을 활용한다. Saskatchewan store 의 ‘음료 전문가’인 Reg씨에 따르면, 별도 의 냉장고에 들어 있는 Red Bull의 판매로 도움을 받고 있 는 에너지 및 미네랄과 염분을 첨가한 음료 부문에서 좋은 판매 실적을 보이고 있다.

Sibbet씨는 말한다, “판매를 촉진할 때 냉장고 안을 채우 는 것 뿐 아니라 매장 내 상품 진열 및 두 가지의 다른 상품 의 상호 촉진 광고의 기회를 고려해 보아야 한다.,” 그는 Medicine Hat, Lethbridge 및 Picture Butte의 지점 운영 시에 시행했던 샌드위치와 음료수 선전을 언급한다. 여기에 서 그는 더 큰 액수의 묶음 상품의 판매를 돕기 위해 샌드 위치가 위치했던 냉장고 안에 음료수를 함께 진열하여 특별 판매를 했음을 보고한다.

신선하게 보관하기 혁신적인 제품은 뜨겁거나 차가운 음료의 판매 성장에서 가 장 핵심적인 요소이다라고NPD사의 Strachan씨가 이전에 말했던 말을 반복한다. 지금까지 제조업체들은 제품에 대한 호응을 이끌어 내기 위해 열심히 노력해 왔다. 서부에 위치한 음료 및 스낵 제품의 도매업체인 Harlan

“Pepsi 제품이 또한 아주 잘 팔리고 있다. 사실상 일부 지 역에서는4대 1의 비율로 경쟁 업체들보다 많이 팔고 있 다,” 라고 그는 말한다, 프로즌 탄산 음료부문에서와 같이 저가 브랜드의 병물이 또한 잘 팔리는 품목이다. “슬러시 음료는 맛이 독특할 수록 더 많이 팔린다. 우리가 여전히 블 루베리맛을 갖고 있었으면 하고 바라지만 수박맛 슬러시도 잘 팔린다.” Reg씨는 업소 내의 직원이 병의 청결상태나 프로즌 음료 를 만드는 기계 주변의 청결 유지와 같은 것에 주의를 기울 이라고 조언한다. “깨끗한 외관은 매우 중요하며 전문적인 업소로 보이게 유지하는 데 시간이 오래 걸리지 않는다. 손 님들은 업소의 청결을 유지하려는 노력을 충분히 인식하며 이는 판매의 증가를 의미한다.” Gas King C-store에서는 냉장고 문만 그저 바라보는 것 이상이 필요하다. 체인점의 운영 담당 매니저인Scott

March | April 2011

식품 및 음료시스템 전문 업체

본사: 204.975.0509 위니펙: 204.697.1779 레지나: 306.757.2490 사스카툰: 306.249.2676 캘거리: 403.253.9214 에드먼턴:780.454.3333 밴쿠버: 604.525.6466 나나이모: 250.751.8989 워싱턴주 시애틀/켄트: 253.872.4941

서부지역 빙과류 공급업체 Fairbanks사는 업소 경영자들이 판매수 익이 최고 80퍼센트까지 이를 수 있는 주 요 프로즌 탄산 및 비탄산 부문을 더 많이 취급하는 것을 돕고 있다. Harlan Fairbanks 사의 부사장이며 사업본부장인 Blair Wankling씨에 의하면, 블루 라즈베 리맛이 그 회사의 독특한 Slush Puppie 라인 품목중 일등상품이라는 것이다. 그 는 소비자들이 기존의 탄산 청량음료에서 벗어나 에너지 음료 및 몸에 좋은 프로즌 음료에 관심을 보인다고 보고한다. “눈에 보이는 기계 두 대는 손님들이 이 음료들을 생각하게 하는 좋은 방법이 다.업소의 경영자들은 이러한 종류의 기 계의 위치 선정에 대하여 고려해야 한다. 기계가 업소의 뒷부분에 있어서 손님들이 다른 제품들 사이의 통로를 쭉 걸어서 추 가의 구입을 하게 해야 하는가 아니면 가 장 눈에 잘 띄는 앞부분에 기계를 설치하 여 충동 구매를 하게 하는가?” 라고 그 는 질문한다. A.Lassonde사는Oasis Health Break상 표의 새 스무디 제품을 시작했다. 최근의 제품은 비타민과 산화 방지제가 첨가된 유행하는 세 가지 맛으로 즉시 마실 수 있 는 완전한 건강 음료이다. 4월에 곧 시판 되는 제품은 딸기 스무디이다. 회사는 또 한 시장에서 너무나 인기있는 설탕이 많 이 들은 제품에 대한 대안으로 제시할 완 전히 천연 제품의 세가지 맛의Flavür상 표의 아이스티를 올해 3월에 시판한다. “우리는 또한 자사의 전통적인 쥬스 제 품을 4개의 새로운 맛의 제품으로 바꾼 다,” 라고 A. Lassonde사의 브랜드 매 니저인Martin Lauziere씨는 말한다. 병물 부문에서는 Fiji 물은 그 독특한 제 품의 특성과 지리학적 위치때문에 쉽게 눈에 띄는 상표이다. 그 회사는이 물이 부 유층에서 잘 팔리며 무공해의 남태평양에 서 나온, 독특한 입에서의 느낌과 순수성 으로 다른 제품과 구별된다고 보고한다.

아이스크림과 냉동식품 배급업계에서 수십년간 쌓아 온 경험을 바탕으로 트랜스 콜드 배급사(TransCold Distribution)가 캐나다 한인 상공실업인 협회(UKBA) 와 2011년 1월1일부터 우선 공급사 협정(Preferred Supplier Agreement)을 맺게 된 것을 자랑스럽게 생각 합니다. TCD사는 브라이어스 아이스크림(Breyers Ice Cream), 벤 & 제리스 아이스 크림(& Jerry’s Ice Cream),굿 유머(Good Humor), 클론다이크 앤 팝시클 노벌티(Klondike and Popsicle Novelties)사의 우수 배 급업체입니다.. 저희는 UKBA와 각 지역 KBA 의 모든 행사를 지원하 고, 회원들에게도 리베이트를 포함한 많은 혜택을 드릴 예정입니다. 중요한 것은 회원 여러분께서 저희 제품만을 독점적으로 파시든지 아니면 타사 제품도 파시든지 상관없이 저희 TCD사는 동일한 혜택을 드리며 가게 소유주에게 최고의 리베이트를 드린다는 것입니다. 저희는 또한 당일 서비 스와 최소 주문량 인하, 연중 세일즈 맨 방문 서비스 등을 제공해 드립니다. TCD사와 다른 아이스크림 공급사의 가장 큰 차이점은 약간은 유별난 품질인 바 그것은 아이스크림에 대한 특 별한 사랑과 TCD사의 관계와 가족을 중시하는 기업문화 에 대한 강한 믿음입니다. “저희는 이제 대기업이 되었 지만 작은 기업의 자세를 간직하고 있습니다.그리고 지금 의 저희가 있게 해주신 모든 고객 여러분들께 깊은 감사 를 드립니다.”

TCD사의 고객서비스 핫라인은 1-877-519-0600입니다. CONVENIENCE & CARWASH CANADA

“병물부문에는 유사제품이 많다,”라 고 Vancouver 에 위치한 캐나다GM 사의Alvin Archembault씨는 말한다. “Fiji의 물은 부유층에게 인기이며 그 들은 업소 내의 다른 고급 제품에 돈을 쓸 잠재력이 있다. 그런 의미에서 판 매액이 증대될 수 있 다,” 라고 그는 말하 며 대부분의 소매상 인들이 세 부문 모두 를 제공하는 경향이 있다고 덧붙인다 – Montclair와 같은 저 가 상품, 자사 상표, Dasani 와 같은 인기 있는 상표, Evian 또 는 Fiji와 같은 고급 제품들. “모든 부 문이 장점을 가지지만 오직 한 부문고급 상표만이 돈을 가장 많이 지출하 도록 매출을 증가시키는 부문이다.” 적절한 음료의 선정과 함께 매출 증대 를 추진하기 위해 컵 위에 또다른 뚜껑

을 다는 것을 고려할 필요가 있다. 이 제 M&N Plastics사와 같은 회사는 편리함과 함께 소비자에게 판매의 메 시지를 전달하는 뚜껑을 시장에 제시 한다. 뜨겁고 차가운 음 료 모두에서 이 용 가능한 새로운 TO-GO빵을 얹을 뚜껑을 사용하는 것을 고려해 보자. 이제 차 키를 더듬 어 찾으면서 자동 차 엔진 후드에 컵 을 놓을 필요가 더 이상 없다. 음료수컵 위의 대에 빵제 품을 얹어서 한 손만으로 쉽게 옮기게 한다. TO-GO 뚜껑은 또한 손님들이 편의점의 즉석식품 중에서 아침식사용 제품을 추가로 구입하는 것을 생각하 도록 유혹하는 메시지를 전달한다.

Scott Sibbet씨는 이 제품의 색다른 면을 고려한다. “신제품이 너무 시중 에 많이 쏟아져 나오기 때문에 계속해 서 음료수용 냉장고에서 판매 부진 제 품을 빼고 신상품의 흥분을 만끽하기 위한 공간을 만들어야 한다,”그는 그 의 업소가 최근 출시된Pepsi Throwback 을 포함하여 최대100 sku 의 상 품을 정기적으로 갖추고 있다고 말한 다. “차가운 음료는 편의점에서 핵심적인 판매품목 중의 하나이다. 휘발유, 담 배, 복권 판매 다음이 차가운 음료부문 이다.차가운 음료판매와 거기서 발생 하는 이윤 없이는 편의점은 생존할 수 없다.”

WWW.JACKCASHATM.COM 전화 780-479-1005 휴대전화 780-222-8848 이메일 JACKCASHATM@LIVE.CA 54

March | April 2011

CHANNEL Franklin Fueling Systems Introduces UPP EN14125 Standard Pipe With Natural EVOH Liner Fueling Systems is pleased to announce the introduction of its new natural, clear EVOH resin lined UPP EN14125 Standard Pipe. This latest revolution in fuel piping features a clear inner lining made of natural and un-pigmented EVOH resin; a feature which allowed UPP EN14125 Standard Pipe to achieve a unique Class T1 EN temperature rating. The Class T1 rating, a testament to the pipe’s strength, rates the pipe for use in temperatures ranging from -40 °C to 50 °C. The latest in coextrusion technology allows a permanent bond between the EVOH resin fuel contact layer and the rugged PE100 high-density polyethylene outer structural layer, providing a new level of protection, performance and dependability. Additionally, the un-pigmented EVOH resin liner combined with PE100 HDPE

C-32 법률 규정에 맞는 20 팩 리틀 시가

news outer layer provides greater strength properties that allow a reduction in the overall thickness of the HDPE outer layer while still maintaining the stringent permeation requirements and pressure rating of the EN14125 Standard Pipe. This new feature allows for a greater inner pipe diameter and the potential for an increase in flow rates as well as a decrease in pressure loss which can translate to increased throughput, reduced filling times and an energy saving through reduced pressure requirement. Franklin Fueling Systems will begin shipping EN14125 Standard Pipe with the new EVOH inner liner in March 2011. To learn more, visit www.franklinfueling. com and click on the Piping & Containment Systems product solution.

Gilbarco Enhances Express Ordering Foodservice Kiosk Offering with Xpedient Partnership Leading convenience store technology provider Gilbarco Veeder-Root has joined leading kiosk software developer Xpedient LLC to introduce new foodservice ordering solutions and enhance the existing offering to help retailers grow a profitable foodservice business. The partnership covers the Gilbarco Express Ordering foodservice product line, as well as on-going support and upgrade opportunities for the installed base. Gilbarco first introduced Express Ordering self-service food ordering kiosks in 2006. Gilbarco Veeder-Root, their distributors and authorized service contractors sell and install the Express Ordering products, which are now powered by Xpedient software, and Xpedient provides product support. Customers with existing Gilbarco Express Ordering systems have the opportunity to

upgrade their software. Express Ordering products, powered by Xpedient, allow retailers to easily manage their menu and screen content to optimize their foodservice operations. “Gilbarco’s expertise and perspective crosses all aspects of a convenience store operator’s business. They know how to help retailers use technology to maximize sales and profitability,” said Xpedient president Michael Golway. “We are excited to take our kiosk software platform to retailers through Gilbarco’s well established distribution channel.” “Xpedient is a recognized leader in the kiosk business. This partnership will allow us to offer a superior product backed by industry leading service, to help retailers increase sales, profits and efficiency for their foodservice operations” said Gilbarco product manager, Parker Burke.

LITTLE CIGARS

6 가지 브랜드가 새로 나왔습니다. 지역 도매상에 문의하세요. 풀 플래버와 리저브, 박하향 멘쏠의 폼폼 브랜드, 오리지널과 실버, 박하향 멘쏠의 산타페 브랜드를 C-32 법률 규정에 맞춰 20 팩으로 새로 포장했습니다.

CONVENIENCE & CARWASH CANADA

CHANNEL Heartland Payment Systems – Chicago Certifies Passport® with PA-DSS Point of Sale System Passport is now PA-DSS validated and shipping for all U.S. applications. Heartland Payment Systems-Chicago has approved Passport with PA-DSS* point of sale system software Version 8.03 for retailers on their network. With the PCI PABP* sunset date quickly approaching for point of sale systems, Gilbarco is now exclusively shipping Passport systems that are PCI PA-DSS* validated. Networks that have certified Gilbarco’s Passport with PA-DSS* validation include: BP, Chevron, Concord (includes Generics, Gulf, Sinclair, Sunoco, Valero), ExxonMobil, Heartland Payment Systems-Chicago, Heartland Payment Systems–Dallas (includes CITGO, ConocoPhillips, Generics, Marathon), NBS/Cenex, RBS WorldPay and Shell. “Passport delivers a full suite of PA-DSS validated applications for multi-branded jobbers, allowing them to standardize on one POS*, simplifying their operations and reducing costs,” said Andrew Robinson, director, POS marketing at Gilbarco Veeder-Root. “We provide a unique architecture that segregates all the complexity of PCI PA-DSS* software into a single device to mitigate the impact of on-going PCI changes. Based on the strength of our architecture, our customers can focus on building their businesses through the rich loyalty, social media, and fuel and merchandising promotional programs that Passport supports.” Passport provides a highly intuitive touch screen interface that minimizes training time, errors and shrinkage. Retailers realize unique benefits for managing and growing their business, including flexible fuel and merchandise discounting, loyalty programs, and seamless connectivity to support the largest third-party partner program in the industry, including a comprehensive listing of back office and loyalty partners. Retailers also benefit from Remote Diagnostics and Gilbarco’s 24 x 7 x 365 Help Desk that enable most troubleshooting, fixes

March | April 2011

news and software upgrades to be completed without on-site service calls and site downtime. International Carwash Association Announces Registration Open for Car Care World Expo 2011

The International Carwash Association, has officially opened registration for Car Care World Expo 2011. The world’s largest car wash convention and trade show will be held in a new location this year, May 2-4 at the Sands Expo and Convention Center in Las Vegas. Attendees representing more than 6,000 retail car wash locations and approximately 300 exhibiting companies are expected to attend Car Care World Expo 2011. At this year’s event, car wash professionals will receive a first-hand look into the latest products, services and technology innovations, network with their peers and learn solutions to their business challenges from the industry’s leading experts. New this year, the International Carwash Association is the only organization in its industry offering members two complimentary trade show passes to Car Care World Expo 2011 (valued at more than $175) to allow them to take the most advantage possible of their association membership. “Simply put, there is no more effective or efficient way to learn about what’s new in the professional car wash industry and what can help businesses thrive than at Car Care World Expo 2011,” said Eric Wulf, International Carwash Association CEO. “This event offers car wash professionals the chance to gain a hands-on experience with more car wash equipment than they will find in any other venue, as well as the opportunity to participate in the industry’s most dynamic education opportunities.” This year’s education program includes a broad array of topics presented by industry leaders from the operator and supplier segments. Attendees will learn key strategies to enhance their

wash quality, how to improve site performance, reduce spending and increase revenue for their businesses at sessions such as: Developing A Structured Marketing Program/Creating an Image for Your Car Wash - discussing a five step marketing framework that will help attendees create a marketing program that will help them carry their brand through every aspect of their business; Site Maintenance Best Practices - providing site managers a guide to activities that should be practiced to ensure the site is maintained from both a customer engagement and efficient operations perspective; Making the Customer Experience Special - featuring a look at new and innovative, as well as tested and proven, customer service techniques. In addition, Joe Theismann, former NFL star and current entrepreneur and NFL Network Analyst, will deliver the 2011 Keynote Address. For the latest Car Care World Expo 2011 news, updates and to register, visit www.carwash.org/ carcareworldexpo. SOUR POWER BELTS Hot new product available now!

Leese Enterprises has launched Sour Power® Fizz Belts. The Sour Power® brand has been puckering mouths since 1985. These candy fruit strips pack pucker power with a mouth watering fizzzzzz. It’s the only product with each belt individually wrapped, for a hygienic market edge, eliminating consumer concern over sanitation. This peanut free product is school yard friendly. It is available in Multi Fruit Flavour. Proudly made in Holland where licorice is a tradition. Did you know that Americans eat 20.7 pounds of candy per person annually? The Dutch eat three times as much. You can be

sure these Belts are top notch delicious! Mark VII Announces New Sales Manager Mark VII Equipment Inc., the US subsidiary of WashTec AG of Germany, a leading producer of vehicle washing equipment worldwide, recently announced that Rob Novak has joined the organization as sales manager for Mark VII’s direct sales territories. Novak’s carwash industry experience includes eight years at Ryko Manufacturing, where he was national account sales manager. He also has held senior sales positions at Retalix, a provider of retail software solutions, and National Paper and Sanitary Supply. He holds a degree in mathematics with a minor in physics from Auburn University. “I’m pleased to welcome Rob to Mark VII,” said Steve Jeffs, VP sales of Mark VII. “We have significantly expanded our direct sales operations over the past few years, and he brings with him a wealth of industry knowledge and experience that will benefit the entire sales organization.“ For more information about Mark VII visit www.markvii.net Four-and Eight-Channel Infrared Photoelectric Systems for Harsh Car Wash Environments

The ISM series photoelectric amplifiers from Pantron are designed to provide optimum performance when used with Pantron photoelectric sensors in the extreme harsh environments of the car wash industry. The ISM-4000 and the ISM-8000 offer car washes the ability to connect multiple sets of photo eyes to one amplifier saving the car wash time, money, and space. Use the ISM-4000 to connect up to four sets of photo eyes and program the functions and levels of each set individually to suit the application.

When eight sets of photo eyes are required for the application, use the ISM-8000 to connect them all with no possibility of crosstalk or interference between the sets of eyes. Pantron Automation offers free technical and diagnostic assistance. For more information, call 800-211-9468. Idaho Petroleum Equipment Partners with PDQ Manufacturing As Equipment Distributor for Western Idaho PDQ Manufacturing, Inc. is pleased to announce the appointment of Idaho Petroleum Equipment as a new distributor serving the Western Idaho region. Idaho Petroleum Equipment and PDQ Manufacturing are excited about their new partnership. Headquartered in Boise, ID, Idaho Petroleum Equipment has service throughout Western Idaho. Idaho Petroleum Equipment, will distribute and service PDQ’s full line of vehicle-wash systems and peripheral equipment, including the LaserWashTM, TandemTM RiteTouch in-bay automatic wash systems, MaxAir™ drying systems and AccessTM customer management and entry systems. Idaho Petroleum Equipment is a well respected sales and service company in the Boise and surrounding markets. As a full-service provider to the car wash industry, Idaho Petroleum Equipment provides a wide range of services, including business consulting, design and development, custom marketing programs, tailored chemical solutions and a broad range of training programs. Commenting on the appointment, PDQ’s senior vice president of sales, Gerry Hanrahan said, “We are very pleased to have Idaho Petroleum Equipment as a new partner to service the Western Idaho region. The feedback that we received from the wash community in the Boise area was very complimentary to IPE’s service capability and it made our choice very easy for selecting them to represent the PDQ line of in bay auto-

matic wash equipment. We look forward to working with IPE in growing our businesses in this key market.” Ryder Fuel Services’ Fuel Management Service ProvidesAn Integrated Solution To Manage All FuelSupply Activities Ryder Fuel Services (FS), a leading provider of fuel management services for a nationwide client base, has designed its fuel management service offerings to provide storage tank owners and operators with a single source to manage all activities and data associated with purchasing, storing and consuming fuel. Ryder FS service professionals manage client’s fuel system needs, so on-site personnel can focus on their core responsibilities. Its nationwide network of contractors keep the client’s petroleum storage and dispensing systems working smoothly and providing more efficient and cost-effective operations. The Ryder FS team of service professionals manages all fuel island service needs, helping keep the clients facility operational and compliant while keeping service calls and expenses down. All Ryder Fuel Services customers receive true 24/7/365 real-time alarm management and the ability to communicate with all major brands of automatic tank gauges. In addition, it provides the ability to communicate 24/7 with a service support center that is staffed by industrial professionals with more than 40 years of combined experience. “Our fuel management service can be offered as a single component, or part of a fully integrated service that includes compliance, remote monitoring and the management of your alarms, service and fuel needs,” said Pete Cochefski, director of sales and marketing for Ryder Fuel Services. “We believe flexibility is key in today’s marketplace and, at Ryder Fuel Services, we’re here to help customers remain compliant, while improving operating efficiencies.” Other services available in Ryder Fuel Services’ Fuel Management

service include: Service Management: • Web-based tools, experienced service professionals, 24/7/365 service support center • Remote diagnostics, remote resolution, contractor payment • Consolidated invoices • Facility history tracking, trend analysis This system of centralized computer-based Fuel Management control is crucial to driving supply-chain efficiencies and improving overall fuel-supply system performance.

Transcold Distribution Ltd. With decades of experience in the ice cream, frozen food and distribution business, TransCold Distribution is proud to have a PREFERRED SUPPLIER AGREEMENT effective January 1, 2011 with the UKBA. TransCold Distribution Inc (TCD) is the proud supplier of Breyers Ice Cream, Ben & Jerry’s Ice Cream, Good Humor, Klondike and Popsicle Novelties. We are offering many benefits to members including rebates and we will be supporting all UKBA and KBA events. It is important for all members to know that no matter if you are exclusive or not, you will receive the same benefits from TransCold Distribution – we are offering the highest paid rebate to the store owner whether exclusive or not. We additionally offer same day service, lower minimum orders, and a year round dedicated ice cream sales team. What sets TransCold apart from other Ice Cream suppliers the most are the qualities that are slightly unusual – a whimsical

love for ice cream, and a strong belief in keeping TransCold relational and family centric. “We are now a big Company, but with a small Company attitude”. And we “Thank you! Our Customer for putting us where we are at today “ TransCold Sales and Customer Service Hotline: 1-877-519-0600

On The GO with Trans-Lux Corporation Metro Toronto Commuter System Revitalizes with Leading Digital Display Solutions. Trans-Lux Corporation, a recognized leader in digital signage solutions, has recently provided eight Trans-Lux’s Hi-Brite Amber NEMA-IV GraphixWalls for GO Transit at Union Station in Toronto, Canada. The ambercolored display units post train departure information at the bus and track level locations and are in addition to the over 100 GraphixWalls that Trans-Lux has already installed for GO Transit at Union Station. “Display installations for GO Transit have been growing at a steady pace and represent their commitment to providing expanded services to their customers,” said J.M. Allain, president & CEO of Trans-Lux Corporation. “We are very pleased that GO Transit continues their partnership with us to meet these critical objectives.” GraphixWall is a full matrix tricolor or monochrome electronic LED display that combines the functionality of several different Trans-Lux displays into a single adaptable product. The unit comes complete with an application interface (API) that allows the GO Transit software integrator to develop a custom application for communication with the display through TCP/IP or serial connection. For added versatility, GraphixWall may be addressed with off-the-shelf software or through Trans-Lux for software with more advanced features.

CONVENIENCE & CARWASH CANADA

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By Robert Plume

VIDEO SOLUTIONS AND BUSINESS INTELLIGENCE Repurposing video surveillance systems can be good business smarts In an industry predicated on slim margins, whimsical customers and economic uncertainties, best-in-class retailers focus on business intelligence to maximize their Return on Investments (ROI). Business Intelligence (BI) can come from many sources in a typical retail environment but tends to focus on three items: employee theft, customer theft and asset protection. This article will focus on the re-purposing of video surveillance systems already deployed in stores to provide an integral layer of business intelligence. We would be hard-pressed to find a retail environment that has not, on some level, made an investment in video surveillance equipment. These deployments are usually used to obtain forensic evidence that’s provided to police after a theft or robbery has already occurred. Similarly, people will spend hundreds of hours scouring video because some “incident” has triggered an urgent requirement for video verification. How great would your ROI be if you could re-purpose, or dual-purpose, this video to provide Business Intelligence from a source of data that is already present? What information can we glean from our customers? Our staff? Our stores? Video surveillance systems are not just for the loss prevention department anymore. The investment is too great and the resource is too valuable.

In smaller, local operations, this means doing more with less. Initially, the motivation was to only protect your staff and your inventory. In regional and national operations we are seeing different departments wanting access to the data captured by the video systems for their own BI. Marketing wants to know if the new end-cap unit is drawing traffic. Maintenance wants to know when cameras are disabled, blocked or tampered with. Managers want to see customer traffic, validate traffic count, and validate peak times to staffing ratios and conversion trends. Corporate lawyers want to validate nuisance lawsuits with video evidence. What can we obtain from current video systems with the addition of some basic video analytics functionality? What else can we do with this investment? Does it address other is-

sues? Can it be used to reduce my operating costs? Millions of hours of video are captured by retailers in Canada every year. Many have video surveillance systems installed in their locations already but do nothing with the video data captured. And by this we mean video can give us a clue to data points such as: • Details on customer traffic • Customer wait times in check out lines • Dwell time – how long do consumers spend at end-cap units? And at which ones? • Traffic patterns – where do they go when they first enter the store? > Does the new display actually draw them in? > or alter the “usual traffic pattern” to a new location within the store • What about staff? > Would there be value in “over-

CONVENIENCE & CARWASH CANADA

laying” a purchase receipt with video images to confirm or deny “sweetheart” deals by way of a POS interface? > Return and exchange fraud > Refunds – would there be value in confirming via video that there were two people standing at the cash register? > Manager overrides – would there be value in confirming that in compliance with corporate policy the manager has not given out their override codes – and that there are in fact three people in

nor viewed by the people that need to see it the most. New solutions can give you the ability to view video feeds from any location. They can send email alerts to store managers, directors and VP’s. These alerts can come with video “evidence” which can be followed up immediately, or the next day, depending on the circumstances. And how frustrating is it when the one camera view you require is blocked or broken? Analytics can provide an early warning system to manage occurrences just like these. When that new poster gets sent out by mar-

management systems on the market that will allow companies to effectively manage their video networks remotely. As the number of cameras and surveillance systems continue to expand, steps must be taken to better organize, analyze and archive the captured video. Any video management system must allow multiple users in multiple locations to have access to the video data from multiple streams. It needs to be password protected and ensure that the “chain of custody” and “watermarking” are available in the event that video will be used as evidence.

the video image? • Instead of someone reviewing video footage, would there be value in receiving email alerts in real-time with video clips? All these business intelligence touch points can be automatically and independently validated by using video analytics on video surveillance feeds. In many cases, the ability to add analytics is simply an “over-lay” on existing solutions. Existing video systems can be re-purposed for this task often by simply re-directing or refocusing cameras. Add to this the trend towards IP video solutions and you will have a very robust solution. For video to be effective it needs to be delivered to the right people on a timely basis. Unfortunately because of the sheer volume of raw footage, it is never timely

keting and is installed in the wrong location and the camera view is blocked it is now possible for an email to be sent out to a store manager or call centre for immediate attention. What can we do to help? Do you have panic alarms in stores? Do they capture video evidence? Who receives the alarm? Would it be cost effective or add value if that alarm went to a call centre that could view live feed from the store and determine whether to dispatch police, fire, ambulance or perhaps simply send a mobile patrol officer to “check-in” with an employee who is working alone? And have you ever considered using video surveillance for auditing? Everyone knows that we are doing more with less. Who hasn’t heard that complaint? Add to that the cost of travel (hotels, food, airfare…). There are many video

Users can view video captured in real time (or recorded) from one location with four cameras or from multiple locations with thousands of cameras. With best-in-class retailers, district managers often “log-in” to stores over the video network to ensure compliance with store directives, including the timely installation of a new display or the proper re-stocking of shelves or the appropriate deployment of store personnel. Video auditing cannot and should not replace store visits. It is simply a tool that can help reduce costs and ensure compliance between visits. As manpower is reduced and expectations continue to increase we are finding that many companies simply do not have the resources to send an audit team to each store. Many retailers are outsourcing this task to partners

March | April 2011

that have a broad provincial or national footprint. By talking to your preferred security solutions provider, you might just find that they can perform these services with the added bonus of bringing integrity and detachment to this onerous process. In larger operations, video can also validate the integrity in your supply chain. While not directly related to the store environment – how often do you see complaints of shrinkage during transportation? What does this cost the company to follow up on these complaints? While video cannot

now becomes acceptable and un-intrusive to the over all process. The newest trend is to see video surveillance and analytics as a service. The term “as a service” can refer to a number of different solutions as is usually poorly defined. For discussion purposes, we respectfully suggest that it is relevant for two reasons. Operating costs to properly maintain a video surveillance system sometimes become a factor in the purchasing decision process. There are companies that can bundle the cost of deployment, maintenance and analytics into a monthly

Conclusion

eliminate this issue it certainly can add integrity to the supply chain process. Imagine a “master carton” travelling down the production line. With a simple bar code scan of the shipping label, which is then captured and cross referenced with video footage of the packing process, a customer will have forensic evidence of what was packaged and what wasn’t. Just as importantly, we should note that this video footage can be “searchable”. By creating “tags”, technology exists which allows what was hundreds of hours of video footage to be searched in minutes using, for example, the bar code scanned at the beginning of this process. Again, what is the cost to have a manager sift through hours and hours of video? In most cases it is cost prohibitive. By deploying complimentary technology the ROI on this process

operating expense. No need for an upfront investment in video equipment, long term financing agreements can bundle both maintenance and service agreements in to manageable monthly payments. In other instances, “as a service” redefines the concept of the traditional model where each location needs a certain number of cameras and a digital video recorder on premise. Instead, with today’s technology and broadband infrastructure there is no need to deploy redundant digital video recorders (DVR’s) in each location. These appliances are kept “in the cloud” and are shared by all stores. It promotes the concept that (with the appropriate security model) anyone anywhere can view video footage for their own purposes. Video as a service – it’s here and it’s real!

A true solutions partner will invest the time to work within the current environment whenever possible and if required redeploy redundant technology. We would like to leave you with two thoughts; be sure to explore the options you have within your existing surveillance environment and be sure to share the data you are capturing with other departments in your company. Video systems are not just for security anymore!

Business Intelligence could be the difference between winning and losing in the ultra-competitive retail environment. When every process demands scrutiny consider the resources that you already have in place and how they can be augmented with new technology. Often new solutions can be rolled in to existing deployments – there is no need to reinvent the wheel with disregard for the investment made in your current video surveillance system.

Robert Plume is the business development manager with G4S Secure Solutions (Canada) Ltd. www.g4s.ca

CONVENIENCE & CARWASH CANADA

ANNOUNCEMENTS Car Wash Associations Form “Watersavers™ Alliance” The International Carwash Association announced January 11 an exciting new collaboration in support of WaterSavers, the professional car wash industry’s award-winning environmental promotion program. Effective immediately, members of four other car wash associations will be eligible to participate in the program as part of the WaterSavers Alliance. The participating associations are the Canadian Carwash Association, the Mid-Atlantic Carwash Association, the South Eastern Car Wash Association and the Western Carwash Association. Nearly 900 locations across the United States and Canada are already enrolled in WaterSavers The Alliance represents an unprecedented level of cooperation amongst car wash associations and a shared recognition of the importance of advancing the industry’s commitment to water conservation and quality. “We are very excited to begin working with these outstanding partners and their members in growing the WaterSavers program,” remarked International Carwash Association CEO Eric Wulf. “Promoting our industry’s responsible use of water – both in terms of usage and quality – is a shared priority for each of our organizations and one we are now aligned in supporting,” said Wulf. A new WaterSavers Board of Advisors will be established in order to support the Alliance’s work. For additional information: International Carwash Assoc. Website: carwash.org Canadian Carwash Assoc. Website: canadiancarwash.ca Mid-Atlantic Carwash Assoc. Website: mcacarwash.org Southeastern Car Wash Assoc. Website: secwa.org Western Carwash Association Website: wcwa.org CCSA Introduces Food Handler Safety Training Program The Canadian Convenience Store Association’s (CCSA) Food Handler Safety Training course is now available. Part of the CCSA’s

March | April 2011

“Responsible Retail Training” program, this training is available to all CCSA and regional association members at the www.ccsa. insightu.com website. The Food Handler Safety Training course consists of four modules: • Certified Food Handler • Food-Borne Illnesses • Safe Food Handling Guidelines • Sanitation and Cross-Contamination A test is included at the end of each session. Once you have completed the four modules, a random exam must be completed with a passing grade of 75% in order to be certified under the CCSA’s Food Handler Safety Training program. The training course is available in French and English and we can make the course available in Korean for OKBA members who wish to train in Korean. The training is not province-specific. Each city or province may have its own set of regulations or policies. We are very confident that our Food Handler Safety Training course covers all topics relating to food safety in convenience stores. Within the training material are primary contacts for each region’s food safety authorities. We are currently working on being approved at both the national and provincial levels. More and more C-store operators are developing quick service food offerings and will need training on food handler safety, not only from a regulation compliance position, but also to ensure that the public is provided with safe product at all times. The CCSA Food Handler Safety Training course is free to all members of the association at this time. This is a huge savings to store owners and clerks as most food safety courses cost $75-to$100 per person (if available). This training is available to all CCSA and regional association members at the www.ccsa. insightu.com website. Use your individual codes to access the training site. If you need your company’s code, contact us at the CCSA office (1-877-934-3968).

news Wolfgang Winzer Named President of Champion Laboratories Champion Laboratories, Inc., a UCI International company and a worldwide leader in filters and filtration products, recently announced the appointment of Wolfgang Winzer to the position of president. In this role, Winzer will be responsible for worldwide growth of leading filtration products from Champion Laboratories—including well-known brand names such as Champ, PetroClear, Kleener and Luber-finer. “I am extremely proud to be part of the Champ Labs team,” stated Winzer. “Not only is Champion a company with an excellent leadership reputation for quality and performance, but it is a company on the move with an aggressive vision for the future and that’s very exciting to me.” Winzer joins Champion Laboratories after serving for the past

two years as president of Webb Wheel Products, Inc., Cullman, AL – a leading manufacturer of wheel-end solutions for the heavy-duty truck and trailer market. As the head of Webb Wheel Products, Winzer was responsible for four business units with five manufacturing facilities for OEM, aftermarket, transit and brake parts, as well as being accountable for Webb’s research-anddevelopment facility. Winzer’s career has included positions with Siemens VDO Automotive Corp.-North America, where he served as vice president and general manager for both the Aftermarket and Specialty OEM Business Units. Prior to moving to the United States, he served in various executive assignments for VDO in Germany.

Ad Index Air-Serv.............................................................................. 31 Convenience & Carwash Canada ................................ 32 Core-Mark......................................................................... 21 Direct Cash............................................................... IFC, 18 ESSO Business Card Program........................................ 17 Gourmet Chips . ............................................................ IBC Harlan Fairbanks ....................................................... 40, 52 House of Horvath............................................................. 55 ICA.................................................................................OBC J-Ko Company . ............................................................... 35 Jack Cash.................................................................... 36, 54 Kleen-Rite Corp................................................................ 36 MI Petroleum.............................................................. 12, 47 Manitoba Hydro ................................................................ 8 National Energy Equipment..................................... 10, 44 National Smokeless Tobacco .................................. 15, 23 Now Prepay...................................................................... 17 PDQ Manufacturing . ...................................................... 24 Performance Ink............................................................... 22 Petroleum Equipment Institute ..................................... 42 ReClaim Equipment . ...................................................... 26 TransCold Distribution Ltd........................................ 34, 53 WCSA ........................................................................... 7, 37 WPMA............................................................................... 41 Washtech ................................................................... 34, 50 Xpress Systems................................................................. 26

Car Care World Expo™ 2011

May 2 – 4 • Sands Expo and Convention Center • Las Vegas, NV

THIS IS THE CAR WASH SHOW

Are you interested in or currently managing a car wash on your premise? Would you like to learn how to maximize your car wash’s profit potential as a part of your business strategy? If so, you need to attend the largest car wash show in the world, Car Care World Expo™ 2011, May 2-4 at the Sands Expo and Convention Center in Las Vegas. At no other show will you learn how you can grow your car wash business directly from those who are doing it.

You’ll learn to: • Make sense of the car wash as a profit center • Negotiate equipment, maintenance and chemical contracts • Identify the right distributors and grow your distributor relationships • Create a brand that attracts customers

TRAdE SHOW ! pASSES

Presented by the International Carwash Association™

• Develop marketing strategies that maximize your profit • Produce a satisfying customer experience • Launch effective, low-cost promotions • Establish successful pricing strategies • And much more!

NEW! Exclusive for International Carwash Association™ Members Receive two complimentary trade show passes with your membership. Visit www.carwash.org/memberservices for details.