Conv&carwash nov dec 2016 by edge advertising

NOVEMBER | DECEMBER 2016

Canada’s most read Canadian owned and operated Convenience, Retail Petroleum and Carwash Publication

GRAMP’S PLACE DELIVERING AUTHENTIC CUSTOMER EXPERIENCES SINCE 1977

PM41670539

ULTRAMAR OPENS THEIR NEW ONTARIO STORE WITH A “BANG”

IDENTIFY AND OVERCOME FUEL-DISPENSER HARDWARE CHALLENGES

INFLUENCE CONSUMER PURCHASING WITH NEW MERCHANDIZING TECHNOLOGY

LOYALTY PROGRAMS KEEP CUSTOMERS COMING BACK

WINTERIZE YOUR CAR WASH DRYER BEFORE THE COLD WEATHER ARRIVES

NOVEMBER/DECEMBER

Reach thousands of readers with our print and digital versions that they can access quickly on their mobile devices and desktop.

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Register your company to be listed in our Real-time Resource Directory and the Real-time Carwash Buyers Guide. For advertising information contact: Cody Johnstone at 416-838-4674 or email: codyj@convenienceandcarwash.com Canada’s most read Canadian owned and operated Convenience, Retail Petroleum and Carwash Publication

CONVENIENCE & CARWASH CANADA

Cover Story

Industry News Instore and Nutrition

Petroleum and Carwash

17 22 30 Gramp’s Place Is A Unique Rural Ontario C-store A destination point for customers who keep coming back year after year.

Publisher’s Message An Overview of this Issue With a heartfelt farewell to an industry leader and friend.

Editor’s Message A Recap Of The NACDA/CCSA Summit Dynamic speakers share their experiences on how to grow your business.

Winning Strategies Boosting sales at a new Ultramar convenience store.

Today’s Consumers Have Options Shoppers expect to be rewarded for giving loyalty to a business.

Tips To Boost Express Wash Profit How owners can increase profits while minimizing risk

The WCSA Looks Ahead to 2017 Strengthening the industry brand and adding value for members

Enhance Customer Experiences With New Merchandizing Technologies Media on the forecourt enhances your customers’ fueling experience.

Do You Have A Successful Hot Beverage Program In Your Store? Using premium coffee equipment can make a difference.

Optimize Your Dispensing Equipment Performance in Winter Conditions Advanced nozzle, hose swivel, breakaway and emergency shear valve technologies keep equipment running smoothly in cold conditions

Preparing Carwash Doors For Winter Tips for keeping your overhead doors functioning all year long.

Prepare Your Carwash Dryers For Cold Weather Avoid costly downtime with a yearly maintenance program.

Upcoming Events February 15 – 17, 2017 NACS Leadership Forum Fontainebleau Miami Beach, Miami Beach, FL February 21 – 23, 2017 WPMA National Convention Mirage Convention Centre Las Vegas, Nevada www.wpma.com

What’s New April 4 – 6, 2017 The Car Wash Show Las Vegas Convention Centre Las Vegas, NV www.carwash.org/ thecarwashshow April 25 - 26, 2017 Regitan Buying Show Crowne Plaza, Dorval www.regitan.com 1-800-667-3761

July 6, 2017 WCSA 8th annual Golf Tournament Glen Eagles G.C.C. Cochrane, Alberta wcsagolf@ convenienceandcarwash.com 204-489-4215

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NOVEMBER/DECEMBER

Publisher’s Message

Hello and welcome. This issue of Convenience & Carwash Canada I’m very proud to introduce you to my twin sister Bonnie and her husband, Danny. Come on in and enjoy a tour through this unique Northern Ontario store that offers visitors everything from convenience items to fishing tackle, worms and fishing licenses to moccasins and garden novelties. Gramp’s Place located near the town of Temagami, Ontario is a stopping ground for many who travel Hwy 11 north to New Liskeard, Timmins and into Quebec for work, to visit the family cottage or who stop by on their way home. It’s family businesses such as this that make Canada so unique and interesting and the convenience, retail petroleum and carwash industry so much a part of our everyday life. Recently our Editor, Eva Chambers and I attended the annual NACDA Industry Summit, held in Collingwood, ON this past September. Read more about this exciting event in the Editor’s message. If you haven’t attended this event, mark it on your calendar for Sept 2017, when industry leaders from across Canada will gather in Quebec City for two days. Ever wonder about your hanging hardware? How about your Cold Weather Nozzles? Ed Kammerer provides you with everything you’ll need to know in “Identifying and Overcoming Fuel-Dispenser Hardware Challenges”. With winter just around the corner, this issue our industry experts offer you tips on winterizing your carwash doors and your carwash blowers and dryers. We’re especially proud to introduce you to a brand new Ultramar site located in Stouffville, ON for our WashTalk feature article. This Ultramar site is a P.D. McLaren installation and fitting as we say goodbye to a very special friend of mine and of many others across North America.

We hope that enjoy this issue and ask everyone to please take a few minutes to call our advertisers for more information on their products and services. There are many small businesses out there who have limited budgets and without support from you, the retailers, these companies who offer some great products, cannot survive. We hope that you enjoy this issue and we thank you for your continued support. Our magazine is made possible by the many businesses who support us. They offer some the finest products and services in the industry—they are knowledgeable and can be a great resource for you. Reach out to them for advice, expertise and support. We are proud to bring their stories and information to you. Think of our publication as your personal convenience store and walk up to our counter and check out the latest offerings. We hope that you enjoy this issue and my staff and I would like to wish you and your families a very Merry Christmas and the very best for a healthy and prosperous New Year.

The industry lost a friend and an industry pioneer on September 25.

P.D. McLaren

Brenda Jane Johnstone Publisher

P.D. McLaren passed away and left behind an industry full of friends and colleagues who will remember him with love. P.D. was a friend of mine who I met 15 years ago and who, through the years became one of my mentors. He taught me the ins and outs of the petroleum industry and introduced me to many industry executives and others who would help me establish myself within this tight knit group. Through the years P.D. has supported me, encouraged me, introduced me to many and provided me with a shoulder anytime. He was my friend and he will be missed by many.

CONVENIENCE & CARWASH CANADA

Editor’s Message

PUBLISHER Brenda Jane Johnstone bjjohnstone@convenienceandcarwash.com SALES Cody Johnstone 416-838-4674 codyj@convenienceandcarwash.com Brenda Johnstone 204-489-4215 bjjohnstone@convenienceandcarwash.com Cathie Fedak 905-665-6071 cathie@convenienceandcarwash.com

Keeping up with Changing Trends This is the first issue of Convenience & Carwash Canada magazine that will feature an expanded version of the magazine on our new website. I encourage you to bookmark www.convenienceandcarwash. com and get instant access to a rich library of handy, educational and informative articles. We listened to our readers who asked us for more content they could quickly access online. Our new mobile format also presents readers with multiple articles to choose from on one screen. We will continue to improve our website and we thank you for your feedback.

MANAGING EDITOR Eva Chambers echambers@convenienceandcarwash.com DIGITAL/SOCIAL MEDIA Eva Chambers echambers@convenienceandcarwash.com DESIGN AND PRODUCTION Doug Coates, Edge Advertising Keith House, Ad Production

The CCSA-NACDA National Convenience Industry Summit

Speaking of changing the way we do business to keep up with future trends. I recently attended the NACDA/CCSA National Convenience Industry Summit. The two-day networking event was attended by distributors, retailers and manufacturers from across Canada. Attendees had a chance to meet representatives of some of the top companies in the industry and see new products and services. Set in beautiful Collingwood, Ontario, at the Westin Trillium House, this choice event featured several dynamic speakers who shared their experiences and perspectives on how to grow your business and tell your story. Speakers offered solid advice on how to stay on top of future trends and changing customer demographics. While all the speakers were inspiring and knowledgeable, here are a few highlights. John Wright, a senior partner of Wright & Associates, gave an overview of the Affinity for Evolving

Communities, a topic that was especially helpful to retailer attendees. With the changing demographics in our communities that often include new cultures and an aging population, it’s important to understand how we will change our business models to provide new products and services to all customers.

EDITORIAL ADVISORY BOARD Ian Burton, PD McLaren Scott Findlay, Core-Mark Int’l Kim Hansen, MI Petro David Hoy, Peninsula Co-Op Andrew Klukas, WCSA Dave Watson, The Chamois & Convenience Store Ltd. CONTRIBUTING WRITERS Angela Altass Andrew Klukas Meline Beach Eva Chambers Jim Johnson Ed Kammerer Christopher McElroy Judy Owen Del Williams CIRCULATION James Gordon subscriptions@convenienceandcarwash.com WEBSITE www.convenienceandcarwash.com PUBLICATION MAIL AGREEMENT No: 41670539 Return Undeliverable Canadian addresses to: Circulation Department 543 Borebank Street Winnipeg, MB R3N 1E8

Paul Hollands, CEO and Chairman of A&W Canada, shared his organization’s successful jour-

ney to meet the needs of their changing customer base. One that is looking for healthier options and responsible brands. In his session called Changing Perceptions and Changing Minds: The A&W Story, Hollands addressed the shift in consumer preferences which is often driven by the increasing inContinued on next page 6

Convenience & Carwash would like to introduce you to our new advertiser. Connect Cash – page 19 Agropur – page IFC Big Brands – page 44 Regitan – page 20

NOVEMBER/DECEMBER

Continued from previous page

Here’s what two attendees had to say about the event. Keith Johnson, SVP of the Creative Planogram Company said, “I found the National Convenience Industry Summit to be rewarding! The information provided by NACDA and the CCSA on the Industry, Government Relations, Change in Canadian Population Demographics, Opportunities and Threats was quite informative! The Speakers Terry O’Reilly and Paul Hollands from A&W drove home the importance of storytelling and reinventing yourself. The Industry Showdown and Innovation Awards hosted by James Cunningham was FUN! The icing on the cake was the networking opportunities with peers and customers and the excellent venue. Great Event!”

Both days ended with amazing dinner events where the Awards of Excellence and the Convenience Innovation Award winners were announced.

For more information about the CCSA visit their website at http://theccsa. ca/. Membership with the CCSA also makes you a member of NACDA and all the provincial associations. You’ll find links to all the associations on the CCSA site along with other helpful news and information to help you run your business.

fluence of millennial consumers. This compelling session walked attendees through the steps A&W took to meet these new demands and maintain and grow their leadership in the foodservice industry. Terry O’Reilly, speaker and broadcaster – host of the hit CBC radio show Under The Influence, spoke about the power of storytelling. He provided examples of how changing the way he told a story, helped him achieve his personal goals. O’Reilly also gave examples of how brands can create successful and persuasive campaigns by finding more effective ways to tell their stories. Of course, success starts with taking a walk in your customer’s shoes. Carman Allison, VP of Consumer Insights for Nielsen Canada,

addressed the health minded consumer. He gave valuable insight to attendees on how today’s consumers are not only looking for healthier options, but also more convenience. This session encouraged attendees to think about ways to provide more products and services to different customer segments – not just millennials. Several attendees at my table walked away discussing new ways they could deliver their products in the future. As a benefit, attendees were provided with valuable data when they received a copy of the Canadian Convenience Stores Association’s 2016 Facts & Figures Report. The report is filled with vital information about the convenience store industry and is presented in an easy-to-read format with colourful charts and graphics. The report supports many of the views the events speakers addressed and shows what a crucial role convenience stores play in our changing communities.

Images courtesy of the Canadian Convenience Stores Association

Maureen Hall-Gilmore, key account manager for Rubicon Food Products adds, “As one of the newest members this was my first summit and I was amazed at the opportunities that presented themselves. I met more contacts than I had on my “wish list” and made new friends. The atmosphere was relaxed and the location beautiful. I came away from the Summit feeling excited and motivated. I had no idea just how big or how important a part of our industry the Convenience Channel is. I do now! I think our company made the right decision when we decided to invest and become a member of CCSA.”

CONVENIENCE & CARWASH CANADA

Brilliant 24/7 In-Bay ‘Light Show’ Plus LED Wash Bay Navigation System

5-Brush Throughput, 5-Brush Clean

By Del Williams

NOVEMBER/DECEMBER

Four Tips to Boost Express Wash Profit With millions at stake in a typical express wash, here is how owners can increase profit now and long-term while minimizing risk Whether car wash owners are new or experienced, they have a lot of capital riding on their investment, so they need to be strategic about how they operate. Getting past viability to long-term profitability with express car washes, a fast growing area of the industry, is all about performing consistently excellent so as to attract loyal, long-term clients. “In the past few years, a surprising number of people have jumped into the express tunnel wash business,” says Dan Pecora, who opened the nation’s first exterior conveyor car wash in Appleton, WI in 1963, along with others in six states. “An express car wash can cost several million dollars today and is essentially a single use facility,” adds Pecora. “Get something wrong, and you could drive customers away. Get it right, and continue getting it right, and the reward can be decades of healthy profitability.” Modeling the success of car wash pioneers like Pecora is perhaps the surest route to success. With millions at stake in a typical new express wash, here are four tips on how owners can boost their profit now and long-term while minimizing the risk.

FIRST IMPRESSIONS COUNT One tactic that express car wash owners use with a new facility is to hold a grand opening, where the washes are heavily discounted or even free for a limited time. This brings customers in but does not always turn them into repeat customers, particularly if the operator is inexperienced and does not deliver a quality wash and a friendly experience. “An express car wash grand opening can bring in many thousands of new customers over the promo period,” says Pecora. “If the owner can turn many of the new customers into long-term clients, and continue the friendly experience, he will have a successful wash. Do a poor job, however, and they won’t return and neither will their friends or family.” Since customers usually ride through exterior tunnel washes today, it is important that each step of that process be gentle whether the owner is holding a grand opening or not. “Customers have a close up view of the tunnel wash on the ride through and notice every bump and noise,” says Pecora. “So the transition onto the conveyor should be smooth and the brushes gentle. Failing this the customer is not likely to return.”

BRUSH UP ON YOUR BRUSHES AND CLOTHS According to Pecora, the

surface that you are cleaning, brushing, or polishing will determine the stiffness of the brush you should use. In conveyor washes, Pecora says that firmer synthetic filaments are appropriate for tires and wheels while soft cloth or gentle foam is better for the painted car body, where a softer approach is required to produce a shiny car. “Tough cloth or tough foam might last a long time, but won’t clean the car’s nooks and crannies,” says Pecora. “Soft cloth or gentle foam, when done correctly, is gentler on paint and will clean these hard to reach areas.” According to Pecora, an exterior car wash using a high-quality “gentle foam” with smooth car wash equipment, can further reduce damage claims to near zero, while offering a quieter wash and better final polish. Unlike typical foam, which is usually offered at standard levels of softness, gentle foam significantly increases the level of softness.

For any trouble spots that commonly need to be touched up on your conveyor wash, such as around headlights, license plates and door handles, Pecora recommends using a hog’s hair brush at the car wash entrance. “Hog’s hair – actual hair that comes from hogs – has the smallest diameter tapered filament, which helps to make it the softest,” says Pecora. “Since it is soft, tapered, and feathered at the tips, it tends to release grit when properly lubricated and will not grind it into the car surface. Because of the taper, the hairs still retain stiffness for washing up close, if scrubbing is needed.” To prevent potential paint marring from grit, Pecora advises washing any grit from the brushes before use. During the wash, he says that employees should dip the brush head into a soap solution in a tall drum. The employee should stroke the car a few times, then re-dip the brush, allowing the grit to fall to the bottom of the barrel.

QUALITY COUNTS While there is always the temptation to save a little on materials, sacrificing quality to save a dollar or two is the definition of penny-wise and pound-foolish. Because the brush touches every surface of a vehicle, cutting back on quality can virtually guarantee a sub-par wash that will turn-off customers. Beyond this, sub-par materials generally do not last, while quality supplies can often perform well for years. “A poor quality brush can do an awful job right off the bat,” says Pecora. “It can have the wrong filaments, can be too hard or soft, or the backing can be wrong, allowing the filaments to pull out or the employee to bump the client’s car.” “A quality brush starts with quality filaments, laid in correctly at the right angle, so that it is neither too hard nor too soft for the job,” adds Pecora. “Conferring with the car wash supply manufacturer can help you tailor your materials to the job, provided their focus is on the car wash industry and not something unrelated, like construction or scrubbing steel.” Pecora advises that using quality chemicals is also necessary. “While a conveyor wash could get by with just a few chemicals when I started out, today a dozen or

CONVENIENCE & CARWASH CANADA

more are typically used in express washes,” says Pecora. Pecora recommends that owners consult with the best car wash chemical specialists.

KEEPING CUSTOMERS LONG-TERM Car wash owners

looking to increase profit often offer add-on services for a few dollars more. These typically enhance protection or shine, such as a wax arch or tire blackwall service. While such services can boost sales dollars, Pecora cautions that the sales bump may only be temporary and decline over time unless consistent high-quality and highvalue is delivered. “One trouble spot in getting a quality tire shine, for instance, occurs when tires are not thoroughly cleaned before brushing in the chemical shine,” says Pecora. “This usually happens when wheels and tires are very dirty and are not cleaned properly.” Having grown up with brushes in his DNA, so to speak, Pecora put his mind to creating two brushes for conveyor car washes specially designed to clean tires and wheels. With unique names like the “Wheel Wonder” and the “Poodle Brush,” these brushes’ filaments gradually vary in length between three to seven inches to create a wave-like pattern, or resemble a well-manicured poodle. As a vehicle travels through the automated car wash, the longer bristles reach deep into wheel crevices while the shorter bristles clean the tire and wheel surface. “Use the right cleaning material, followed by the right tire shine brush to buff the chemical into the blackwall, and the tires will shine so they turn heads at stoplights,” says Pecora. Another vital aspect to keeping clients for the long-term, Pecora points out is having a caring, smiling, professional at the car wash entrance. “Putting your friendliest employees at the point of customer contact and having them act as consultants helping improve the clients wash where needed can influence how customers feel as much as anything else,” says Pecora. “Customers must like and trust them, or they may resist coming back if they feel they are being sold unneeded services.” Pecora says that without a friendly professional to greet and consult with customers, the next best option is to have an automatic payment system with no interpersonal contact.

By following these tips to ensure consistent quality and value, and always considering the end result from the customer’s viewpoint, Pecora concludes that car wash owners can keep their clients profitably coming back for the long-term.

For more info, call 800-711- ERIE (3743) in US, 773-477-9620 internationally; Fax 800-798- ERIE (3743) in US, 773-477-6030 internationally; email: sales@eriebrush.com; visit: www.eriebrush.com; or write to Erie at 860 West Fletcher St., Chicago, IL 60657. Del Williams is a technical writer based in Torrance, California.

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NOVEMBER/DECEMBER

Merchandizing Technologies – Enhance Customer Experiences By Jonathan Dennison

PRODUCTS THAT PROVIDE MEDIA AT THE PUMP ARE FULLY MANAGED, PROVIDING A TURN-KEY WAY TO ENTERTAIN YOUR CUSTOMERS, ENCOURAGE THEM TO RETURN AND DRIVE TRAFFIC INSIDE TO BUY HIGHER-MARGIN GOODS.

Influencing consumer purchasing behavior continues to be a growing trend across all retail markets. Advancements in predictive analytics, coupled with consumer-oriented technologies, enable retailers to push relevant content and promotional offers in realtime. These powerful tools provide a gateway into the subconscious purchasing patterns and behaviors of consumers that can elevate the connection with your customer base. Convenience stores are uniquely positioned to capitalize on consumer-targeted messaging with a captive audience every time they fill their tanks. As gas prices remain low, it’s no surprise that consumers’ driving has increased, and they fuel up more frequently - which results in additional face time at the pump. Are you prepared to leverage your customers’ time on your site? If not, consider products like media to differentiate the forecourt experience and motivate in-store sales. Media on the forecourt enhances your customers’ fueling experience. It will allow your site to become more of a destination and your customers’ primary fueling location, build customer loyalty and site traffic and convert fuel-only customers into convenience and carwash customers. Products that provide Media at the Pump are fully managed, providing a turn-key way to entertain your customers, encourage them to return and drive traffic inside to buy higher-margin goods. Customers can also integrate their loyalty program and deliver customized offers based on customers’ individual preferences and purchase history. Engaging customers with on-demand couponing at the pump also drives more foot traffic inside. Leveraging the forecourt is critical in maximizing loyalty and sales, as only 35% of gas customers also go inside the store, but once in the store, is the experience over?

Merchandising technologies are designed to engage customers inside the store – before, during and after a transaction. Prior to a transaction, the platform can display promotions, allow customers to join loyalty or digital punch card programs and present customized site-specific messaging through a scrolling ticker. During a transaction, the customer is presented with the most relevant upsell promotion to consumers directly from the site’s pricebook. This brings the time investment of pricebook promotions to life in a digital, interactive format for the customer during a transaction. After the transaction, the system continues to engage the consumer by presenting customized surveys that can provide retailers real-time insights into what matters most to their customer base. Increased transactions provide additional data points to learn more about your customer base. Retailers can utilize same-store market basket analytics to drive relevant upsell combinations to the customer during a transaction. Functionality, like add-to-basket on the customer-facing touch screen, simplifies checkout and the speed of a transaction. Every site can replace paper punch cards with digital punch cards for soda and coffee clubs. In addition, take advantage of post-transactional surveys to gain real-time feedback from customers. Reporting functionality summarizes customer responses to help management understand what makes customers return as well as what areas need improvement. Forecourt and in-store engagement applications are laying the foundation for c-store operators to engage with their consumers in a simple and impactful way and ultimately drive growth for their business.

Jonathan Dennison is the Impulse Product Marketing Manager for Gilbarco Veeder-Root, based in Greensboro, NC, USA. Gilbarco Veeder-Root is the global leader in fuel dispenser technology and integrated fueling solutions, from the forecourt to the c-store. At Gilbarco, we’re the industry leader because we truly understand the fueling industry, our customers and what today’s business needs demand. For more information on this topic, Jonathan can be reached at jonathan.dennison@gilbarco.com.

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WCSA Report 12â&#x20AC;&#x192;

NOVEMBER/DECEMBER

WCSA Report By Andrew Klukas

CONVENIENCE & CARWASH CANADA

LOOKING AHEAD TO 2017 The Western Convenience Stores Association (WCSA) promotes the success of the convenience store industry in Western Canada by representing the best interests of our members and the communities they serve. We accomplish our mission through: • Leading government relations and advocacy • Promoting professionalization (particularly in the area of health and safety) • Offering networking opportunities to all its members • Working to develop and maintain active grass roots • Creating Industry recognition and awareness among government organizations In 2014 the WCSA began implementation of a three-year strategic plan that focused specifically on bringing added value to the industry. This plan included the development of technology to support businesses, creating awareness of the industry’s capacity to promote healthier choice options for consumers, implementation of a new industry event to bring retailers and suppliers together. We have made significant progress in these and other areas. Our second Convenience Store Expo took place in June with support from generous sponsors. This event included highly informative presentations, a carwash tour, and was a great opportunity for retailers to meet new suppliers and distributors, learn about the latest products and services and do business. A healthy choice pilot program created in partnership with The Bridge Family and Youth Services Society in Kelowna was highly successful, and plans are underway to expand the project across the four Western provinces in 2017. A free Crime Prevention Safety Training program has been made available at www.retailsafety.ca, and additional self-audit checklists were created as part of our Safe Community Retailer program. We have now started work on a plan to go mobile and to build new tools to help retailers, small and large, be more successful in their business. This new technology is currently being tested and we hope to make it available in coming months. In addition, we continue to undertake annual contraband tobacco studies in each province and work with governments to put a stop to this rapidly growing concern. Preliminary findings indicate that the rate of contraband has stopped increasing. However, existing rates remain unacceptably high.

We continue to partner with other associations and organizations on many other files including a highly negative fuel pump warning label campaign promoted by an Ontario organization. Here we have had considerable success to date in convincing municipal governments to support the industry’s Smart Fuelling alternative (www.smartfuelling.ca) In 2017 we plan to deepen our efforts on each of these fronts and to continue to strengthen the industry brand and add value for our members. Changes to the Temporary Foreign Worker (TFW) Program raised significant concerns for the industry as many employers in the West were dependent on that program to keep their locations staffed. While the subsequent downturn resulting from the fall in oil prices has alleviated these pressures to a large extent, it is generally agreed that this is only temporary. In anticipation of a strengthening economy in the West, we are exploring partnering with a provincial government to undertake a labour market study to Milan Anyone? determine what Host Milano is offering to cover the cost of flights and lies at the root hotels for five Western Canadian retailers to attend of the industry’s this four-day event in October 2017. They are looking e m p l o y m e n t for buyers from growing companies with at least 10-15 challenges, and sites. In exchange, retailers will commit to attending 6 how those chal- half-hour sessions per day with select vendors. Those lenges can be ad- interested in applying to attend this exciting event can dressed for the contact Andrew Klukas at andrew@conveniencestores.ca future. This would be the first project of its kind focusing specifically on the labour market needs of the convenience store industry – a good sign of growing awareness of the industry in government circles. The WCSA hopes to gain approval and support in coming weeks and will then begin reaching out to retailers for their input. Findings from this project may prove vital in future consultations with the federal government regarding the TFW Program. Finally, the WCSA has entered a partnership with Host Milano for 2017. Information about the event can be found here: http://host.fieramilano.it/en/theevent

By Meline Beach

NOVEMBER/DECEMBER

Quality Brews Quality Having a successful hot beverage program in your store is more than just having neatly placed cups and creamers in the right location and under the right lighting.

A800 display.

A800 von Franke Coffee Systems.

FRANKE’S SERIES OF MACHINES THAT INCLUDES THE NEW A600 AND A800, WHICH FEATURES A LARGE INTUITIVE, COLOUR TOUCHSCREEN TABLET STYLE USER INTERFACE WITH EFFICIENT, SIMPLE AND CUSTOMIZABLE INDIVIDUAL COFFEE SETTINGS

It’s also about having the right equipment to brew that specialty hot beverage that meets the needs of today’s astute caffeine cravings. Gone are the days of the trusted percolator where you might have to wait 10 minutes to brew a pot and pour it yourself when ready. Farewell instant coffee crystals and hydrated milk. Move over plain jane cuppa joe. Today’s consumer wants only the best, at an affordable price at the snap of their fingers – or better yet, at the touch of a button. And that’s exactly what premium coffee equipment manufacturers have in mind when they develop their products. “Our c-store category machines are designed for the consumer to operate in self-serve mode,” says Greg Alford, business development manager for Franke Coffee Systems. “As one of the leading providers of fully automated espresso machines, we see our customers succeed in this category by using fresh milk textured to the perfect temperature and quality. Our machines serve a quality cup of espresso based coffee, equal to that prepared by a skilled barista. If you can work your smartphone, you can work our self-serve coffee machine.” Alford is referring to Franke’s series of machines that includes the new A600 and A800, which features a large intuitive, colour touchscreen tablet style user interface with efficient, simple and customizable individual coffee settings. This includes espresso, americano, latte, cappuccino, mocha – offered both hot or cold, as well as automated flavoured beverages and hot chocolate. While it may be tempting to opt for a cheaper coffee program option with used or refurbished equipment or lower end models using powdered ingredients, statistics show based on purchasing trends and competition amongst specialty coffee shops, today’s consumer prefers quality over cost, or ideally a combination of both. The decision to invest in quality equipment should be made at the start of a coffee program versus having to course correct after your coffee program has launched.

CONVENIENCE & CARWASH CANADA

The WMF 1500 S is the basic model for professional coffee indulgence. It offers a wide variety of specialities, consistently high quality, spacesaving design, optimal reliability, userfriendliness and excellent priceperformance ratio.

A600 Display.

One sip is all it takes for coffee connoisseurs to know the difference and determine loyalty as to where they purchase their caffeine fix. Quality equipment will brew your customers a quality cup of coffee. “Our machines, which brew espresso from whole bean coffee, ground fresh to each order, have found tremendous success in the c-store self-serve market in both Canada and the USA,” says Alford. “In addition to quality café drinks, Franke operators love the convenience of our new self-serve system that has made daily cleaning automated and easy.” So easy, that an operator’s only involvement is to fill the machine with fresh beans, fresh milk and complete a 10-minute cleaning on a daily basis, which is done by the machine. Operational training and routine maintenance to prevent any kind of equipment failure, malfunction or downtime helps enhance the profitability of your hot beverage program. That’s where companies like TFI Food Equipment Solutions Inc., DSL and Bazinet add value. As distributors for Franke products, these sister companies, who cover Ontario and Atlantic Canada, Western Canada and Quebec respectively, pride themselves on deep product and industry knowledge, seamless equipment sales, and parts and service to retailers across Canada. “We offer first-class equipment and parts and service support,” says Judi Saliba, senior sales executive at TFI Food Equipment Solutions Inc. “Our point of differentiation is unparalleled parts and service across the country, provided by GPS dispatched and monitored, fully licensed, insured and bonded factory trained technicians, who travel with an inventory of reactive service parts in order to complete on-the-spot repairs to minimize any potential downtime for our customers.” DSL leverages product technology to minimize equipment downtime by keeping tabs on a retailer’s equipment remotely. “When something inside of the equipment is about to malfunction, there are typically warning signs like a certain temperature being too high, or a pressure being too low,” says Jason Sparrow, business development manager for DSL. “Franke and DSL are investing heavily in building the “Telemetry” technology to allow

service technicians to fix equipment before it actually breaks down, saving our customers time and money.” Saving time and money is just as important to consumers who wish to purchase an affordable, high quality cup of coffee on the go. According to NPD market data, specialty coffee represented 14 per cent of the 2.1 billion out of home coffee servings in Canada in 2014. This surge in popularity shows an increase in coffee sales across the board, with espresso sales up 14 per cent; cappuccino 15 per cent and latte 22 per cent. With numbers like these, it’s no wonder c-store operators want a share of the profit. With the right equipment, experience and service – they can. While c-store operators may not be able to command the same prices that specialty coffee shops charge, Saliba says there’s profit to be made. “Adding a quality coffee program without compromise can build a loyal customer base, drive revenue and generate over 80 per cent gross profit cup after cup.”

14%

According to NPD market data, specialty coffee represented 14 per cent of the 2.1 billion out of home coffee servings in Canada in 2014.

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Left to right: Bonnie Thompson and employee Francine D’Ambrosio in Gift Shop, owner Bonnie Thompson and sister (CCMAG Publisher) Brenda Johnstone, Bernie Larouchelle.

Delivering Authentic Customer Experiences in Rural Ontario By Eva Chambers

Gramp’s Place owners Bonnie and Danny Thompson with daughter Gabrielle

If you are like many consumers today, you’re looking for authentic shopping experiences. Some retailers differentiate themselves by creating distinctive stores with products and services that most c-stores don’t offer. While travelling in rural areas, you are likely to find stores that not only offer the usual essentials like gas, foodservice, beverages and other sundries, they often also sell gifts, fishing equipment, bait, local art and in some cases they act as a post office. In areas that are frequented by tourists, savvy retailers cater to their specialized needs. These c-stores are often a destination point for tourists, and that can also drive extra traffic to other nearby businesses. It’s important to support these local businesses because they are a vital resource for their communities, especially in areas that are remote and experience harsh winter weather. On a recent trip through Northeastern Ontario, Convenience & Carwash Canada staff visited a selection of independently owned c-stores to hear their stories. We found a variety of interesting stores along the way. What stood out were a few special rural retailers providing unique customer experiences beyond the traditional c-store offerings. These businesses cater both to the local community and passing tourists. They are successful because they listen to their customers and continuously evolve their operations based on what they hear from them.

Bonnie Thompson in Bait and Tackle Shop

NOVEMBER/DECEMBER

Gasoline and Diesel Pumps.

Danny in the bait barn.

GRAMP’S PLACE Ask people about Gramp’s place in Temagami and watch their faces light up. The store is located 79 kilometres, outside of North Bay in Northeastern Ontario and their customers come from everywhere to visit. The bait and tackle store and their gift shop have new items arriving almost daily, and the selection is unbeatable. On top of offering quality products the owners Dan and Bonnie Thompson, deliver exceptional customer service. The area is known for its many pristine lakes and forests which attract tourists, seasonal cottagers and fishermen all year long. Once winter sets in, the ice fishing begins and Gramp’s place is ready to provide customers with the products and services they need for a great experience. All year-round they cater to the local community and the tourists. What keeps customers coming back is their friendly advice, a great variety of products and the charm of the store. You’ll find two stores at Gramp’s Place, a general store and bait and tackle shop. Both are warm and inviting, and the general store includes a gift shop with a great layout that provides customers with a pleasant shopping experience. There is ample parking for customers so they can shop freely. Gramp’s Place first opened in 1941 and is now owned and operated by Dan and Bonnie Thompson who have been greeting customers since 1977. More than your average retail store, they offer one-stop shopping that includes souvenirs, gifts, fishing equipment, bait, ice, grocery items, gas (regular and diesel) ice cream, hunting and fishing licenses, hunting export permits and a propane tank refill station. Walk outside, and you’ll even find a good selection of outdoor furniture you won’t find at any other store in the area. Owner Dan Thompson grew up in the Temagami area and looks forward to seeing his seasonal customers every year. He says, “Many of our customers come back generation after generation.” He especially likes connecting with customers who visit with their families and enjoys watching their children grow up. Ready to help every type of customer, they even have a telephone booth on their site for emergencies. A wellstocked bait and tackle shop is a destination point for

sports fishing enthusiasts who want to pick up last minute supplies and get some advice from the owners who are experienced fishermen. Dan Thompson also operates a bait wholesale on the property year-round and supplies many of the area fishing operations. It’s no surprise Gramp’s Place has a loyal following of clients. Here are some of their customer reviews. “This is the best family run business. Great fishing equipment, bait along with amazing gifts and snacks. Don’t forget to fill up here. Thanks Bonnie and Dan for always helping our family out with needed tools and advice.” “If you’re looking for fishing tackle, propane or gas you’re in luck considering you’re on the Trans-Canada Highway with no other stores around and it’s a popular spot with local cottagers.” “We’ve been there before and found the owner very helpful with a propane problem we were having.” Understanding their changing customer needs is what sets retailers like Gramp’s Place apart. While the gas station is a draw that gives people a reason to stop, customers like to call it a one-stop shop because it also gives them a chance to shop for gifts and fishing equipment and get information about the area. The General Store is a favorite stop for travellers because of its extensive selection of gifts and welcoming front porch atmosphere, complete with a playful pup called Roscoe who loves to greet customers. What sets this gift shop apart is the variety of products that include everything from fur animal rugs, gloves, blankets, purses, to a robust selection of moccasins which are the store’s best sellers. Gramp’s Place sells several pairs of moccasins each day to customers who drive long distances just to buy these high quality products. Bonnie Thompson explains, “We strive to find products for our customers that they won’t find in most other stores they visit. Our offerings are not only unique, but we try to support Canadian manufacturers and artisans.” You won’t find a unique selection of jewelry called “Ethical Prehistoric Woolly Mammoth and Ivory Ammolite Jewelry” just anywhere.

Roscoe loves to greet customers.

SEBRIGHT GENERAL STORE For those customers who like to buy Christmas gifts and ornaments, Gramp’s General Store has it all from glass holiday ornaments, to necklaces encased in porcelain bejeweled cases shaped like animals. For customers with children, there are lots of toys and candies available and the store has a fun atmosphere for kids. The selection is endless and keeps changing. The story of Gramp’s place is centered around helpful owners and employees who care about their customers and pride themselves in understanding their needs. The store has seven employees during their busy summer season. Bonnie Thompson adds, “Our employees are wonderful, especially during the fishing and hunting seasons.” She notes that having a French-speaking employee also helps serve customers that visit from Quebec. The Thompsons are always making improvements to stay on top of changing customer requirements. To do that you need to understand your changing customer demographics. Until six years ago, the Thompsons ran a restaurant on the site but have since closed down their food service operation and decided to expand their selection of gifts.

“Given our remote location and seasonal business, running a restaurant was not feasible. There was not enough highway traffic in the winter to warrant the expenses of running a restaurant. Instead, the retail store, especially the gifts, sundries and the bait and tackle business bring in a steady flow of customers year-round.” Staying profitable, taking care of customers and creating a destination point for visitors is what makes Gramp’s place successful. Find out what’s new by visiting their Facebook page or stop by and experience this store the next time you are in Northeastern Ontario. www.facebook.com/GrampsPlace/

Sebright’s General Store is located 27 kilometres outside of Orillia, Ontario. The store caters to both the small local population and a weekend/summer cottage population. During the winter months, stores like these are a central part of life in rural areas. Especially when residents are unable to travel to the larger towns during heavy winter storms. Back in the 1970s, the General Store was a destination point for the local community. The closest major Centre is 20 to 30 minutes away depending on weather conditions. “Back then, the town had two convenience stores, a garage, a church and the post office/telephone operator place,” said Brenda Johnstone, publisher of Convenience & Carwash Canada magazine. Brenda grew up on Youngs Lake in Sebright and was excited to visit her hometown. She remembers those warm summer nights when she and her friends would ride their bikes to the General Store to purchase penny candies. They often sat on the front steps of the store watching tourists depart for their city homes after spending time at their cottages. The store has a rustic cedar cottage exterior with much of the charm and character of the 1970s store that Johnstone remembers. The interior has the original hardwood plank flooring and the name of the town “Sebright” etched in glass above the front door. A chair on the front porch is home to a sleepy gray kitten with playful eyes which adds to the charm. This is more than your average convenience store. While the store offers the usual c-store products, the owner also sells a variety of products to help customers enjoy life at their cottages, like a good selection of grocery items, fishing lures and a popular blend of local beef products from close-by Orillia. Their selection of cold beverages and snacks include many Canadian-made products which customers appreciate. Along with an interesting selection of products, the store has a fax and copy machine and also acts as a Canada Post outlet where many of the locals rent a P.O. Box. These extra services are a convenience to clients who would otherwise have to drive up to 30 minutes for the same amenities. Their selection of t-shirts and gifts make the store a destination point for travellers in the area. What stood out the most during our visit was the friendly staff who welcomed customers with a smile. Nothing keeps customers coming back like a friendly greeting and great customer service.

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GRACE CENTRE CONVENIENCE STORE Grace Centre is an independent c-store in a prime location in Severn Bridge, Ontario. Owner Mechelle Yun greets customers with a welcoming smile year-round. While the store caters to the local community it’s also easily accessible from the highway and benefits from the heavy traffic that passes by, especially during the summer cottage, hunting and fishing season. This retailer offers gasoline, propane refills, ice, snacks, cold beverages, confectionery and other sundries. These busy owners also manage an auto repair service, sell firewood, and operate a beer bottle depot onsite.

Inside this authentic store, customers will find a variety of gifts that include jewelry, a great selection of purses, hats and t-shirts. They also offer Chinese Tobacco, which is very popular and drives customer loyalty to their store. Grace Centre, like so many other successful c-stores, keep a sharp focus on their customer’s unique needs. This is the foundation for success for any business that caters to travellers and locals year-round.

NOVEMBER/DECEMBER

L OYA LT Y H A S I T S

By Angela Altass

REWARDS

TODAY’S CONSUMERS KNOW THAT THERE ARE MANY SHOPPING OPTIONS AT THEIR DISPOSAL AND IT’S NOT UNCOMMON TO EXPECT TO BE REWARDED FOR GIVING LOYALTY TO ANY ONE STORE OR BUSINESS.

SmoothPay allows the retailer to enter in the total amount just like they would in a traditional payment terminal and makes use of a camera to scan the customer’s smart phone.

“ Thirty-five per cent of U.S. shoppers currently participate in a c-store or gas loyalty program,” says Brian Deck, CEO, Smooth Commerce. “Although that is a U.S. stat, I expect it is similar here in Canada. Seventy per cent of consumers modify the when and where they purchase in order to maximize on rewards and 60 per cent more is spent per transaction by an engaged customer. The average loyal customer spends two-thirds more after three years than he does in the first six months. When you do the math and break down how much more loyal customers are spending than regular customers you can really see how much a loyalty program adds to your bottom line.” Smooth Commerce’s product, SmoothPay, offers small, independent convenience stores and big chains alike the opportunity to provide payment and loyalty rewards in a single transaction using a Smartphone app. “An independent store, such as a single location convenience store, does not require, in our opinion, their own app to offer a loyalty program,” says Deck. “We

use a success based model where we receive a small fee when loyalty rewards are redeemed and the retailer can make use of the SmoothPay app with no upfront fees and no monthly fees.” Loyalty programs are just starting to take off with convenience stores, says Deck. “You will see convenience stores offering more loyalty programs in the next year or two,” says Deck. “Most of the independent stores don’t have sophisticated point of sale machines on the counter. In fact, some local convenience stores are still working with cash registers and are not connected to the Internet. So, we have developed a SmoothPay terminal. It allows the retailer to enter in the total amount just like they would in a traditional payment terminal and makes use of a camera to scan the customer’s smart phone. The terminal connects to cellular towers so the retailer doesn’t need to have Internet service. We use a tokenization method and therefore it’s a completely secure transaction as there is no exchange of personal information at the time of transaction.”

CONVENIENCE & CARWASH CANADA

George’s Country Convenience in North Sydney, Nova Scotia understands the value of loyalty programs. “We definitely believe that having our loyalty program has helped our business,” says Kellie Jackson, who owns George’s Country Convenience with her husband Mark. “We have a loyalty card for our hard ice cream. We are pretty well known for our ice cream cones. Last year, we had cards and for every ice cream you bought you got a stamp. If you accumulated nine stamps, your tenth ice cream was free. Last summer we had over 600 cards filled.” This year, George’s Country Convenience changed their ice cream loyalty program. “If you purchase eight cones you put your name and number on your card and it becomes a ballot for a chance to win a 11.4 litre tub of ice cream; any flavour,” says Jackson. “If you get a double cone, you get two stamps on your card. We decided to change the program from a free cone to a monthly draw where you can win an entire tub of ice cream just to change things up a bit. People loved getting their free ice cream cone after filling their cards up but when we told people about the chance of winning an entire 11.4 litre tub of ice cream, they were even more excited.” Customers love getting stamps on their loyalty cards, says Jackson. “This is our fourth year operating our business and people continue to say how much they love filling their cards,” says Jackson. “The adults get as excited as the children. There are other stores around here that sell hard ice cream but people choose to come to ours for our portions plus that extra incentive to not only get a big cone but a chance to win an entire tub of ice cream. We take the winners photo with their tub of ice cream and hang it up on the wall in our store.” George’s Country Convenience also holds a fireworks display every Halloween. “We raise money all year long with various fundraising events that the community absolutely loves,” says Jackson. “This will be the 21st year this event has happened and even though we are a locally owned small business we were able to raise $3,000 last year. The events that we put on bring in a lot of customers.” The Jacksons named the store George’s Country Convenience after the previous owner, Mark’s uncle, who had owned the store for 50 years. “We still have customers come in who have been coming here for the past 50 years and they are so happy that we have kept this store alive,” notes Jackson. “The loyalty program and our special events are very near and dear to the members of this community and my husband and I hope that we have made the community proud. From the daily comments that we receive, I think, and hope, that our store is doing pretty well in the eyes of our customers.” Enniskillen General Store in Enniskillen, Ontario also rewards loyalty customers with ice cream. “We have an ice cream reward card,” says manager Sophia Virgin. “When you buy 12 cones, cups or milkshakes, you get a free cone. I’d say that 60 per cent of our customers use the card.” People who are local to the area usually take a rewards card, says Virgin.

“We get a lot of new traffic because we are situated near an offramp to a highway and those customers don’t really know about the program,” says Virgin, “but the people who come here frequently appreciate it. People always say that they found the card in their wallet and it reminded them to come in.” As a Petro Canada dealer, Timber Falls Store and Auto Spa in Steinbach, Manitoba offers a gasoline rewards program. “If customers purchase 350 litres of gas they can get a car wash for 25 cents,” says Jim Stuart, general manager, Timber Falls Store and Auto Spa. “This program is very popular here. We have been with Petro-Canada for about three years and we have a very big following of fuel customers because of this program. We have litre log cards that we hand out so when customers come in and purchase fuel we record how many litres they have purchased and we initial the card.” Timber Falls Store and Auto Spa has also started a loyalty program involving pet food. “Pet food is something new for us,” says Stuart. “Convenience stores don’t normally carry pet food so we needed to get the word out and the loyalty program has definitely helped our volume. We started ordering small amounts once a month and then it was once every two weeks and now it’s once a week that we are bringing in product.” When a customer has purchased 10 bags of NutriSource pet food at Timber Falls Store and Auto Spa they get the 11th bag free. “Our newest incentive is that we have started a membership program,” says Stuart. Promoting unlimited car washes for a monthly membership fee also enables the store to attract customer attention to other areas of the business. “We are promoting that membership has its privileges,” says Stuart. “Membership gives them access to others specials as well as unlimited car washes. We’re looking at different areas of the store to cross market through the membership program.” Customers at Arnell’s Gas & Go in Pilot Mound, Manitoba can participate in Esso’s loyalty programs, which gives them the opportunity to earn Esso Extra points or Aeroplan points with their purchases in store. “The loyalty programs help people come back,” say owners Lindsay and Tyler Amell. “Quite a few customers have one or the other card.” Convenience stores, gas and other retail verticals are beginning to understand the power of both mobile transactions and loyalty programs, says Deck. “While I can’t give you a stat that speaks to the convenience store industry directly,” he says, “I can give you one that speaks to the My Starbucks rewards program. The last published stat that they had showed that 24 per cent of all their transactions were being done through the My Starbucks rewards program. I think this really shows the trend and while coffee and restaurants were probably the first industry to get traction with this, I think it is safe to say that grocery stores, convenience stores and gas retailers are really starting to understand how engaging their customers will help them with their sales.”

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CONVENIENCE & CARWASH CANADA

By Ed Kammerer

Identifying and Overcoming Fuel-Dispenser Hardware Challenges ADVANCED NOZZLE, HOSE SWIVEL, BREAKAWAY AND EMERGENCY SHEAR VALVE TECHNOLOGIES CAN OPTIMIZE DISPENSING EQUIPMENT PERFORMANCE, ESPECIALLY IN THE EXTREME COLD THAT WILL ACCOMPANY WINTER’S ARRIVAL. As the leaves begin to change and the days get shorter, one thing is sure – Winter is coming! And as every retail fuel marketer in Canada can tell you, winter’s colder, oftentimes extreme temperatures can wreak havoc on the normal operation of dispensing equipment and hanging hardware components at the fuel island. Recognizing the difficulties cold weather can cause in dispensing-equipment operation, Underwriters Laboratories of Canada (ULC) has attempted to create and implement technical specifications to govern the workability of nozzles, swivels and breakaways

in extreme-cold conditions. To their credit, some of the manufacturers of these fuel-dispensing products have gone above and beyond the ULC requirements and have developed fueling equipment specifically designed for use in Canada during periods of extremecold conditions. By designing dispensing equipment and fueling components that can endure and perform reliably in extremely cold conditions, manufacturers have also created the added benefit of increasing overall site and customer safety during the fueling process.

HERE’S A CLOSER LOOK

XC-ULC nozzle

Nozzles

The proverbial “handshake with the customer” has the potential to become a rather unpleasant experience if the extreme cold prevents standard seals, springs, composite materials, plastics and metals from performing their intended functions. When nozzle component parts freeze, this could potentially result in leaks, premature nozzle shutoff or, conversely, a failure to completely shut off in extreme

conditions that could result in an overfill and spill. To combat these potential situations from occurring, ULC has created technical specifications for cold-weather nozzles. The standard UL requirement requires equipment to operate at -29 C (-20 F), while ULC requires them to operate at -40 C (-40 F). One company that has taken to heart these ULC specifications is OPW, Hamilton, OH, USA, which has developed an Extreme Cold (XC) Nozzle Series – the conventional-duty 11BP-0009-XC and the heavy-duty 7HB-0009-XC. Both the 11BP and 7HB nozzles are rated for temperatures as low as -54ºC (-65ºF). This requires the equipment to be outfitted with seals and O-rings constructed of materials that are immune to the ravages of extreme cold.

Both nozzles actually exceed the ULC requirements and each is designed with OPW’s patented no-pressure/no-flow Bmechanism that will not allow the nozzle to be opened until the dispenser is pressurized, and closes automatically when the pressure is removed.

20S swivel hires

Hose Swivels

Because most swivels utilize O-rings or other types of seals, their performance may also be compromised under extreme cold Continued on page 27

CONVENIENCE & CARWASH CANADA

Continued on from page 25 weather conditions if standard internal parts are used. Much like nozzles, swivels are in constant motion during the fueling process and the cold can affect how they move, which could potentially decrease their ability to reliably carry out their job. For this cold weather challenge, OPW created the 20S Series Hose Swivel, a special swivel with two 360-degree planes of rotation and a straight, unobstructed flow path. Outfitted with special, high-grade seals and O-rings for added protection against extreme cold temperatures, the swivel offers a full 360 degrees of swiveling rotation that helps to reduce hose wear, while the optimized flow path means higher refueling speeds. This helps to get drivers out of the cold weather quicker. Breakaways

OPW 68EZR 3/4” Dry Reconnectable Breakaway

Since they are basically static pieces of equipment, breakaways are not as susceptible to the effects of cold weather, but you certainly want the peace of mind to know they will work in any extreme if ever necessary. However, advanced breakaway designs can create benefits for the fuel-site operator and his employees as a breakaway that is easy to reconnect after a pull-apart incident means less time spent in the cold by site personnel, as well as the elimination of a costly and timeconsuming service call. In this realm, OPW developed the 68EZR Dry Reconnectable Breakaway, which is the industry’s fastest and easiest breakaway to reconnect, while its “pull-twist-click” design ensures that it is securely reconnected. The 68EZR is a revolutionary product that has been proven in the field and test labs to perform reliably under the extremes of the Canadian winter. This has earned the 68EZR its ULC cold-weather compatible listing. The breakaway’s dual valves seat automatically, stopping the flow of fuel and limiting any spillage, while simultaneously protecting dispensing equipment.

Emergency Shear Valves

Hidden away from view, but no less important, emergency shear valves represent the last line of defense against a potential catastrophic fire or fuel release in the event that the dispenser is dislodged from the fuel island. For years, cuttingedge shear-valve technology featured single or double poppets that would close automatically when the dispenser was dislodged to prevent pressurized fuel from becoming a potential fire hazard. However, standard shear valve technology may not actuate if low-impact contact occurs. This is when the dispenser is struck or in some way moved, but not enough to fully dislodge it from the island. In this type of incident, the low-impact may cause an undetected crack in the shear groove of the valve. This crack could ultimately leak, which could result in a potentially unsafe condition under the dispenser. To combat this type of occurrence, OPW invented the unique10 Plus Series Emergency Shut-Off Valve. The 10 Plus features a special bladder mechanism that sur-

OPW 10 Plus Series Emergency Shut-Off Valves

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rounds the shear groove so if a low-impact break ever occurs that fractures the shear groove but doesn’t activate the valve to close, the bladder will contain any potential leak, and as the bladder fills with fuel, it will automatically activate the valve and shut off the fuel flow. OPW is currently the only company that makes this type of emergency shear valve. Again, emergency shear valves may not be affected by colder weather, but their reliable performance will ensure optimum protection of people, equipment and the environment even in extreme conditions.

Conclusion

Winter and its inevitable plummeting temperatures and bitter winds may be coming, but that doesn’t mean that fuel-site operations need to be negatively affected. By incorporating advanced nozzle, hose swivel, breakaway and emergency shear valve technologies into your fueling operations, you can achieve the peace of mind that will help keep you feeling warm and cozy on those extremely cold winter days and nights. About the Author:

Ed Kammerer is the Director of Global Product Management for OPW, based in Cincinnati, OH, USA. He can be reached at ed.kammerer@opwglobal.com. OPW is leading the way in fueling solutions and innovations worldwide. OPW delivers product excellence and the most comprehensive line of fueling equipment and services to retail and commercial fueling operations around the globe. OPW has manufacturing operations in North America, Europe, Brazil, China and India, and sales offices around the world. OPW is an operating company within the Fluids market segment of Dover Corporation (NYSE: DOV). For more information on OPW, please go to www.OPWGlobal.com.

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By Judy Owen

NOVEMBER/DECEMBER

Opening with a “Bang”. Winning strategies boost sales at the new Ultramar Convenience Store in Stouffville, Ontario By Judy Owen

When Shahzad Rana looked at his fuel sales after the opening month of his new Ultramar convenience store and carwash, he was surprised – in a very good way.

An “extraordinary” 40,000 litres of fuel per day had flowed out of the six pumps at the Stouffville, Ont., site once the business opened in early September. The reason? Well, Rana and his two partners believe it’s because they followed the No. 1 real estate strategy – location, location, location. The property Ultramar sits on is near a new 300-house subdivision, four car dealerships, a strip mall and a well-travelled highway. To attract all those potential customers, the business focuses on customer service by providing options with its convenience store products and its carwashes. The 2,200-square-foot store includes a Country Style for coffee and food, and soon there will be a Dairy Queen, a rare brand for a C-store. Competitive gas prices keep the pumps

humming, plus there’s propane and a high-speed diesel pump that allows bigger trucks to get in and back on the road quickly. The bay rollover carwash is unique on the outside and inside. Its brick-clad exterior has a modern look, more in keeping with a residential or office building rather than a structure where dirt and grime are washed off. Customers also have the option of how they want their vehicles cleaned as the carwash is outfitted with the Istobal M22-H, hybrid equipment that offers a touchless or friction wash or a combination. A variant of the M’NEX22 that’s Istobal’s premium rollover automatic, the M22-H provides a friction wash using the patented Link-it foam washing material and amp-sensing friction technology. The touchless option has a contouring

CONVENIENCE & CARWASH CANADA

CUSTOMERS HAVE BEEN ATTRACTED TO THE CARWASH, AND RANA PREDICTS THE NUMBERS WILL CLIMB IN THE WINTER WHEN PEOPLE LOOK FOR AN EASY WAY TO CLEAN THEIR VEHICLES. top high-pressure beam and oscillating side high pressure. The M22-H detects the contouring profile of a vehicle’s surface, which enables it to apply both chemical and high-pressure water through zero-degree spinning nozzles at the top, front and rear of a vehicle. The side’s high pressure uses zero-degree oscillating nozzles to thoroughly clean the vertical surfaces. It all adds up to a high-quality wash that produces the optimum clean. It’s a system the Ultramar partners chose to invest in after research and referrals. The trio owns two other Ultramar locations in Oshawa and Markham, but the Stouffville property is the first one with a carwash. Istobal is a 60-year-old manufacturer of wash equipment headquartered in Spain, and has a manufacturing and assembly plant in the United States serving North America. It’s breaking into the Canadian marketplace because of a reputation for well-built equipment, and is distributed exclusively in Canada by P.D. McLaren Limited. To ensure the best washes for customers – and keeping the environment in mind – the M22-H uses the new Assure Hyper Concentrate line of products through Zep Vehicle Care. It incorporates

the well-known brands of Blue Coral Presoak, Armor All Professional tricolour conditioners, Armor All Professional drying agent and Rain-X Complete Surface Protectant. The line of 16 new “next-generation chemistries” don’t contain phosphates or surfactants such as alkylphenol ethoxylates (APE) and nonylphenol ethoxylates (NPE). The products’ concentration reduces transportation costs, while its packaging is recyclable and there’s no drum removal so that reduces disposal costs and takes up less storage space. To ensure they select his location, he offers a loyalty program – with no expiry date. Customers can buy discounted packages for five, 10, 15 and 20 washes. If people purchase gas and a carwash, they get a dollar off the cost. Even customers who just want gas are given a treat – a coffee or a can of soda with each purchase of 35 litres or more. While location is the reason the Ultramar has opened with a bang, it’s the little touches of customer service Rana believes will keep people coming back.

32â&#x20AC;&#x192;

By: Jim Johnson, General Manager

NOVEMBER/DECEMBER

Are Your Overhead Doors Ready for Winter?

Are you one of those operators that dried and hardened onto the panchanges your door usage by season? els. When you put your doors back If you answered yes to this question, into action, it is very important to there is a good chance that you put clean your doors to break down your doors up in the spring and leave those layers of debris. The best them up all summer. Although this is thing you can do is use hot water very common, the lack of use over a at high pressure to clean the panels. long period of time can actually cause In cases where water and pressure damage to your doors and operators. are not enough to break down the Here are some things to consider now buildup, use a mild acid to clean that you are going to put your doors the doors. This will not damage back into action. the panels as long as it is rinsed 1. Your door panels will be dirty. off shortly after it is applied to the When your door is in the open door panels. position, the exterior of the door 2. You hit the close button and becomes a shelf for all the dirt, nothing happens. Before you call chemical and water that is floatyour door service provider you ing around in the bay. If the door is should look into the following posopen for months at a time, there is sible causes: a good chance that this debris has a) Check your power. Often, people

kill the power to the control box to render the door inactive over the summer months. Make sure your control box is plugged in or if it is hardwired, make sure the breaker to operate the doors is on. b) Check your air supply. Make sure your compressor has power and is working properly. Most carwashes require air supply. It is unlikely that a non-functioning compressor would go unnoticed for long, but it is still worth checking. More likely the problem would be that the regulator going into the doorâ&#x20AC;&#x2122;s control box was turned off. Be sure that the gauge reads someContinued on page 35

CONVENIENCE & CARWASH CANADAâ&#x20AC;&#x192;

34â&#x20AC;&#x192;

NOVEMBER/DECEMBER

CONVENIENCE & CARWASH CANADAâ&#x20AC;&#x192;

Continued on from page 32 where between 50 and 80 psi. If it is at 0, adjust the regulator to somewhere between 50-80 psi, depending on your desired door speed. It is worth noting that sometimes regulator gauges can freeze or break, so if your gauge is marking a number, but the door is still not closing, make sure you have air supply from the compressor to the regulator. c) Check your activation system. In most cases, the carwash equipment sends signals to open and close the door. Many of these door control packages have built in thermostat sensors that will hold the door open if the temperature is above a specified degree. If your door is not closing, try turning off the temperature control on the carwash computer or power down the wash control completely to eliminate all possible signals and try closing your door from the buttons on the door control box. If the door closes by using the buttons, you may need to call your car wash provider to re-program the door control package. d) Check your safety eyes. Make sure your photo-eyes are properly mounted and aligned. If the eyes cannot see each other or

one is bad, it will hold your door in the open position. To test your eyes, look at the photo eye amplifier in the control box. You should have a series of lights lit up on the amplifier. Now block one of the eyes and one or more of the lights should go out to signal that the eyes are blocked. You should also hear a clicking noise in the door control box when you block the eyes. If your lights do not change when the eyes are blocked or you are not hearing a clicking noise, you will most likely need to replace one or both of the photo eyes. Call your door provider for more detailed troubleshooting based on brand of photo eyes if you suspect they are not working. 3. Your operators are running slower than normal. Long periods of inactivity can tend to dry out both the internal and external seals on your pneumatic openers. For operators that have been inactive for long periods of time it is a very good idea to add cylinder lubricant when putting them back into action. There are many different types of openers so it is best to consult the manufacturer for an owners manual or maintenance guide to determine the best meth-

Jim Johnson, General Manager Employed by Airlift Doors, for 36 years. Crucial team leader in developing overhead doors and operators for car wash environments

od of lubricating the cylinders. Another important thing to check is to make sure there arenâ&#x20AC;&#x2122;t any air leaks at the cylinder or at the control box. Again, consult the product ownerâ&#x20AC;&#x2122;s manual for proper troubleshooting and maintenance. 4. The door is closed, but you can feel outside air getting in the bay. Check your external weather strip. All doors should have weather stripping attached to the jamb with a strip of vinyl that seals against the outside of the door. Be sure to check both sides, along the top and make sure there are no missing or torn pieces that will allow the air to pass through. The bottom section should also have a rubber astragal to seal against the floor. Make sure this is intact and seals tight to the floor. 5. Door Hardware Is Binding Or Makes Excessive Noise During Operation. Lubricating your door hardware is just as important as lubricating your operator. Use JB80, (Justice Brothers 80), or a similar lubricant and be sure to spray your hinges, rollers, track and torsion springs. Galvanized hardware will likely need more lubrication than plastic or stainless hardware. Inspect all hardware to make sure everything is operating properly.

This is a good checklist to follow when putting your doors back into operation. More information is available by referencing product owner manuals and maintenance guides. However, these are some of the more common issues that could potentially be solved without a service call. Remember, most carwash doors and operators are made to cycle on a continuous basis and leaving them idle for long periods of time can actually cause more harm than good in the long run. It is recommended to cycle your doors as part of your routine maintenance in the off season to avoid some of these potential issues right before winter.

36â&#x20AC;&#x192;

By Christopher McElroy

NOVEMBER/DECEMBER

Winterize your Car Wash Dryer Before the Cold Weather Arrives It is that time of year again when we prepare for the challenges of avoiding costly downtime during the winter season! Car wash owners should enter the cold months with a good sense of preparation and readiness for anything that could go wrong with their dryer system. After all, the cold and icy weather can do some damage, whether it is from a huge drop in temperature or an icy snow storm that can slow down your business. No matter what type of dryer system you own, car wash owners and operators should follow the best winterization practices to help them prepare for the brutal winter weather. Prepare a Checklist

Start a maintenance checklist while there are still good weather conditions. You want to give yourself enough time to order any parts or equipment that you may need so that everything gets shipped on time. When creating your checklist, think about the the car wash drying system, equipment and area that needs to be cleaned, including the tunnel, floors, pits and walls. The more you prepare yourself with a checklist, the better chance of ensuring a proper operation without any downtime or lost income due to paying high repair and replacement costs.

Follow Maintenance Procedures

Before attempting any of the following recommended maintenance procedures be sure to wear appropriate PPE (personal protection equipment). To secure your safety, you may want to ensure that electrical power is disconnected (use lockout/ tagout procedures) to the equipment you are handling. There is nothing more important than following safety rules while working with electrical equipment. Itâ&#x20AC;&#x2122;s always good to turn the power off before plugging in or unplugging any piece of electrical equipment. Continued on page 39

CONVENIENCE & CARWASH CANADAâ&#x20AC;&#x192;

NOVEMBER/DECEMBER

YOU FOCUS ON CLEAN VEHICLES. WE’LL FOCUS ON CLEAN OPERATION. Your business sees vehicles coming and going all day. Smooth operation of your door systems can be vital to both productivity and profitability. Upwardor’s Car Wash System is manufactured in

Canada to handle harsh weather conditions as well as your specific commercial needs. The result is a system that is affordable and reliable and ensures your operation runs cleanly.

FEATURES Upwardor’s Car Wash System features the Solalite™ translucent aluminum overhead door and the PowAirDor™ pneumatic door operator.

™

• Inhibits cold transfer and heat loss for a better wash operation • Offers additional strength and impact resistance

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FOR MORE INFORMATION CALL 1 800 667 3367 OR VISIT UPWARDOR.COM

CONVENIENCE & CARWASH CANADA

Continued on from page 36 Mounting Inspection

While cleaning the floors, inspect the dryer’s mounting components. Car wash floors slope toward the pit drains so most equipment has to be leveled when installed. Inspect the mounting plates,

shims, bolts and nuts for dirt and corrosion and tighten bolts to factory specifications. You should also look for welds and seams in the dryer’s air handling components for cracks. Sometimes dark streaks will appear on the metal if air is leaking from a cracked weld or loosened component.

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www.pdmclaren.com

Internal Drying System Inspection

Check and Clean Other Components

Inspect the air intake routes to your drying system. With electrical power disconnected, inlet screens should be removed and any debris carefully cleaned out. Inspect your impellers for missing balance weights, damage to the blades, corrosion, debris and grime build up as well. These problems can cause balance issues with impellers. Noise and vibration are indicators of an out-of-balance impeller. If not addressed as soon as possible you will experience a catastrophic failure of the impeller, which may damage the associated motor, nearby equipment, possibly your customers’ vehicles. Ensure that inlet screens are securely replaced. Use only manufacturer designed screens or covers; restricting the airflow to your dryer decreases efficiency, raises energy costs and can damage the motor.

If your drying system has cloth components, nozzles or any other feature that touches a car, be sure that they are regularly cleaned of wax and soap build up per the manufacturer’s recommendations. If your blower has any type of inlet flow control system the following components will need your attention. Inspect air hoses and valves for cracks and leaks. Moisture separators should be inspected and drained daily. Oil reservoirs filled and any gates or other components in the airflow pathway should be cleaned. Refer to your manufacturer’s maintenance manual for the required procedures.

Motor Inspection and Cleaning

Motors should be inspected, cleaned and greased. If the motor is making a whining or grinding sound be sure to inspect the motor bearings. Inspect the wiring connections for corrosion or loose wires. Have repairs done by a qualified electrical contractor. Inspect the motor’s cooling fan cover. The inlet and cooling fan should be cleaned of wax and grime build up. Use the manufacturer’s recommended amount and type of grease for lubrication. Refer to the manufacturer’s maintenance manual for this information.

Research Equipment that’s Beneficial for Cold Weather

Car wash operators may find it helpful to add heat to their car wash operations during extreme cold conditions with equipment such as a tunnel heater. The primary advantage of a tunnel heater is preventing frozen water pipes and ice buildup on the car wash equipment. Adding heat to air already moving through the drying system can reduce the need for secondary heating systems in the tunnel thus allowing for energy savings and less downtime. Although winter time usually results in an increase in business, it also brings additional challenges in the form of ice, salt-coated cars and increased energy consumption. Why wait until the very last minute for proper Continued on page 41

CONVENIENCE & CARWASH CANADAâ&#x20AC;&#x192;

Continued on from page 39

maintenance and housekeeping procedures when you can minimize and prevent operational issues now? A -6Â°C degree day with cars lined up to the street is not the time you want to be replacing car wash components. Now is the time to order replacement parts and get your equipment in tip top shape!

Christopher McElroy is the President of Proto-Vest, Inc. based in Glendale, AZ. Proto-Vest, Inc., which stands for prototype investments, specializes in the development and manufacturing of car wash drying systems. For more information visit www.protovest.com or email sales@protovest.com.

The Benefits of PEI Membership 42

“Business consultants say 85% of all business failures occur in firms that are not members of their industry trade association. “

NOVEMBER/DECEMBER

Included With Your Membership

Join Today!

Easy Access to Additional PEI Resources

The PEI Brand

Use the PEI member logo to show customers and other associates that you are affiliated with the industry’s leading authority on fuel and fluid handling equipment and services.

PEI Journal

PEI’s quarterly flagship magazine that written specifically by and for members to help you grow your business, avoid costly mistakes and stay updated on emerging fuels to new technologies.

PEI Directory

Annually published invaluable resource to your industry, featuring a complete listing of access information for all PEI members.

TulsaLetter x 24

(approx.)

x 12

Relevant news, regulatory information and updates affecting your industry and association, published and delivered to you two to three times a month.

SafetyLetter & SafePractices Monthly information delivered to you to help you protect both people and property.

Recommended Practices

x 15+

Heavily researched, peer-reviewed technical documents that address the biggest operational issues facing the industry.

Service Technician Training Course Industry Training Manuals PEI educational resources include the latest reports on wholesale distribution, sales and management.

Service Technician Skills Aptitude Test ($25 for members)

Compliance & Funding Information PEI provides a variety of industry-related technical and regulatory information of special concern to manufacturers, sellers, installers and users of petroleum marketing equipment.

PEI Member Discount Programs PEI provides our members with discount programs that offer unique opportunities and reduced rates on a variety of services and supplies. All partnerships are carefully vetted and approved by PEI. $6000

Receive valuable discounts to conferences, events, educational materials (Recommended Practices, Entry-Level Service Training Course, industry reports, etc.) and much much more.

VALUE OF INCLUDED ANNUAL BENEFITS TO MEMBERS

Business • bullet

Management essentials worth sharing delivered monthly.

www.pei.org/join

$350 $0

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ANNUAL DUES

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What’s New

CONVENIENCE & CARWASH CANADA

Gilbarco Veeder-Root Releases New Dispenser Security Options Helps Retailers Protect Equipment and Wet Stock

P.D. McLaren Limited Appoints Allen as President. P. D. McLaren Limited has appointed John Allen as President and CEO, effective October 20th, 2016. John has been with P.D. McLaren Limited since 1997 as a Branch Manager of their Ajax Ontario operations which included the manufacturing of their high speed refueling RDR pump line, and was instrumental in the development of new RDR products, which has expanded that product into other markets. In 2013, John was promoted to Vice President of the company. John brings with him a wealth of experience in both the petroleum and carwash industry, starting as a service technician, as service manager with Les Enterprises Raymond Guy Inc., as owner/operator of AGP Inc., as sales representative for Southwest Energy Controls Systems, and then as manufactures’ rep for various lines, which included P.D. McLaren Limited. Gilbarco Veeder-Root, Xpedient and P97 partner to deliver a mobile commerce solution. Enabling c-store owners to differentiate their stores and increase traffic through Mobile Commerce GREENSBORO, N.C. – October 18, 2016 – Gilbarco Veeder-Root, Xpedient LLC and P97 have partnered to enable the next advancement in Payment, Loyalty and Food Ordering from a mobile device. P97’s PetroZone® solution for Mobile Payment and Digital Offers has been tested and certified with the Gilbarco Passport® Point of Sale. Mobile ordering has been integrated through an API provided by Gilbarco’s Food Service partner, Xpedient LLC. By using this new solution, consumers can seamlessly order Made to Order food, purchase in-store items and fuel from a single app on their mobile phone. The solution has awareness of the specific store’s menu and drives orders directly to the store with the flexibility to determine the actual time of arrival.

Gilbarco Veeder-Root announced the release of its new Reinforced Lower Panel and Custom Lock options. With fuel theft at stores is a growing concern, some estimates as high as $1,500 annually per store, the new reinforced lower panel offers improved theft protection and is a direct replacement for the standard Encore lower panel. The custom lock features unique key codes to increase the security of retailers’ sites or networks. These upgrade options are available with new units as a factory install. The reinforced lower panel is also an easy, costeffective, security-field upgrade to retailers’ existing dispensers. “Our newest security enhancements for the Encore 500 S and Encore 700 S models – the reinforced lower panel and custom lock options – will provide unmatched protection of the electronic and hydraulic components from thieves looking to steal card data or fuel,” said Danny Seals, Gilbarco Product

Marketing Manager, Retail Dispensers. “The reinforced lower panel is made from heavygauge steel and provides a puck-lock, ready solution as an OEM fit to the Encore. The custom locks can be uniquely keyed to a retailer’s particular site or across their network.” The reinforced lower panel option provides an increased level of physical barrier to prevent entry into the dispenser. With these improved locking features, feet at the bottom and actuating bars, prying the door open will be more difficult. The custom locks are UL approved in Gilbarco dispensers with an anti-drill pin inside the lock to prevent drilling. Gilbarco will coordinate the install on new builds to further enhance the retailer’s peace of mind. For further information, contact:  Patricia Stancati – Marketing Communications Program Manager Gilbarco Veeder-Root Tel: (336) 547-5121 e-mail: Email contact

LSI Graphic Solutions Announces Appointment of New National Sales Manager.

OPW Introduces New CARB EVRApproved FibreTite Multiport Containment System

LSI Industries Inc. has added Brady Dyer as a National Sales Manager to take on business development responsibility and to aid in the further growth of the LSI Graphics Segment. Dyer’s experience in polymer distribution and manufacturing, including leading Quick Service Restaurant and Retail industry printed graphics initiatives, aligns him perfectly with LSI. Additionally, Dyer’s past history of increasing territory sales and surpassing sales targets, along with his demonstrated expertise in leadership, strategic planning and sales development make him the perfect candidate for the National Sales Manager position. Dyer has held sales management positions with Regal Graphics, Dynamic Polymers/Inteplast Group Limited and Applications 2U. Contact: Melanie Tamulewicz Marketing Manager LSI Graphic Solutions (330) 494-9444 x2035 melanie.tamulewicz@lsi-industries.com

OPW, a Dover company (NYSE: DOV) is pleased to introduce its new FibreTite Multiport Containment System, the industry’s first all-composite, completely integrated multiple-port sump system. The flush-mounted, sealable design of the FibreTite Multiport Containment System provides unparalleled protection against water intrusion, easy access to overfill-prevention valves and optimum spill-containment protection. This new design allows fuel-site operators to meet current regulatory requirements, while ensuring the ability to meet any next-generation requirements that may be mandatory in the future. “The new FibreTite Multiport Containment System is truly a revolutionary innovation in the design, operation and reliability of forecourt fill systems,” said Charles Liebal, Product Manager for OPW Retail Fueling.For more on the new OPW FibreTite Multiport Containment System, please visit www.opwglobal.com, contact your local OPW Distributor or call OPW Customer Service at (800) 422-2525

NOVEMBER/DECEMBER

SoLo GI Energy Bar Receives Gold Award and BC Ministry Small Business Feature Following the Release of Two New Flavours Alive Magazine announces SoLo GI Energy Bar wins four awards including Gold for Best Weight Management Product. OCT 19th, 2016 - BC Ministry of Small Business recognizes Solo GI Energy Bars as “Raising the bar in the food industry,” featuring the SoLo story and an informative interview with founder Saul Katz. “SoLo GI is focused on improving people’s lives, and with the help of provincial programs to grow the business, we are able to provide a quality product for people in British Columbia, across Canada and soon in the United States as well.”https://news.gov.bc.ca/ releases/2016SBRT0052 002031 These accolades follow the announcement of the release of two new flavours, which launched Oct 1st, 2016. Caramel Peanut Sea Salt and White Chocolate Cherry were a hit from the moment they were released, bringing the total flavour count to 10 irresistible choices.

SoLo GI Nutrition was also featured in the Canadian Business Journal’s March 2015 publication for the company’s work in food innovation. “SoLo has been very fortunate to have experienced unprecedented support and encouragement from retail buyers, store owners and leading industry figures across Canada, and we share in the celebration of this recognition with our supporters,” says Katz. The result of years of research and development with the objective of improving the lives of Canadians, SoLo GI Energy and Nutrition Bars bring the benefits of low glycemic nutrition to households across Canada by delivering sustained energy and satiety while keeping blood sugar levels nice and steady. For more information or to read the full press release, visit www.soloenergybar.ca/pressroom.

AD INDEX

Airlift Doors ................................................12 Belanger .....................................................7 Big Brands ................................................44 Bulloch Technologies .................................41 Canadian Trade House ..............................24 Convenience & Carwash Canada.............IFC CoreMark Int’l ........................................... 16 Direct Cash ........................................... OBC Erie Brush................................................. 33 Gourmet Chips ........................................IBC Innovative Control Systems .......................34 Istobal Vehicle Wash & Care ......................37 Jack Cash ...................................................9 MI Petro ....................................................21 NACDA .....................................................43 North Shore Tobacco ............................... 26 Payment Solutions ....................................15 PD McLaren ....................................... 39, 46 PEI ............................................................42 Proto-Vest, Inc. .........................................29 Regitan .................................................... 20 Rothman Benson Hedges ........................ 40 Scholtens ..................................................27 United Distribution Network .......................11 UPWARD door ......................................... 38 WPMA ...................................................... 28

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