CStore Decisions February 2021

CStoreDecisions Decisions

®

Solutions for Convenience Retailers

The 2021

Foodservice Report

Foodservice sales are expected to rebound in 2021, especially for c-stores keeping pace with current trends — from comfort food to international and healthy fare — as well as new technology.

INSIDE

Best Foodservice Launch Awards Best Store Design Awards Loyalty Lessons

36 56 64 February 2021

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Local, State and Federal tobacco taxes and restrictions on the sale of tobacco products can hurt your business. Governments often pass new laws quickly, so you need to stay informed about what is happening in your area. You and your business matter and making your voice heard is crucial to our success in fighting for fair tobacco policies.

Take this survey to learn more about how you can get involved

TAKE SURVEY CLICK HERE

Provided on behalf of Philip Morris USA, U.S. Smokeless Tobacco Co., John Middleton, and Helix Innovations. ©2021 Altria Group Distribution Company | For Trade Purposes Only

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Robert Buhler, President and CEO Open Pantry Food Marts • Pleasant Prairie, Wis. Lisa Dell’Alba, President and CEO Square One Markets • Bethlehem, Pa. Raymond Huff, President HJB Convenience Corp. • Lakewood, Colo.

Bill Kent, President and CEO The Kent Cos. Inc. • Midland, Texas Patrick Lewis, Managing Partner Oasis Stop ‘N Go • Twin Falls, Idaho Reilly Robinson Musser, VP, Marketing & Merchandising Robinson Oil Corp. • Santa Clara, Calif.

Bill Weigel, CEO Weigel’s Inc. • Knoxville, Tenn.

NATIONAL ADVISORY GROUP (NAG) BOARD Doug Galli (Board Chairman), Vice President/General Manager Reid Stores Inc./Crosby’s • Brockport, N.Y. Mary Banmiller, Director of Retail Operations Warrenton Oil Inc. • Truesdale, Mo. Greg Ehrlich, President Beck Suppliers Inc. • Fremont, Ohio Derek Gaskins, Senior VP, Merchandising/Procurement Yesway • Des Moines, Iowa Joe Hamza, Chief Operating Officer Nouria Energy Corp. • Worcester, Mass.

Brent Mouton, President and CEO Hit-N-Run Food Stores • Lafayette, La. Peter Tamburro, General Manager Clifford Fuel Co. • Marcy, N.Y. Vernon Young, President and CEO Young Oil Co. • Piedmont, Ala.

YOUNG EXECUTIVES ORGANIZATION (YEO) BOARD Jeremie Myhren (Board Chairman), Chief Information Officer Road Ranger • Rockford, Ill. Garet Bishop, Chief Financial Officer BFS Cos. • Morgantown, W.Va.

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Ryan Faville, Director of Purchasing Stewart’s Shops Corp. • Saratoga Springs, N.Y. Caroline Filchak, Director, Wholesale Operations Clipper Petroleum • Flowery Branch, Ga. Cole Fountain, Director of Merchandise Gate Petroleum Co. • Jacksonville, Fla.

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Kalen Frese, Food Service Director Warrenton Oil Inc. • Warrenton, Mo.

CStore Decisions (ISSN 1054-7797) is published monthly by WTWH Media, LLC., 1111 Superior Ave., Suite 2600, Cleveland, OH 44114, for petroleum company and convenience store operators, owners, managers. Qualified U.S. subscribers receive CStore Decisions at no charge. For others, the cost is $80 a year in the U.S. and Possessions, $95 in Canada, and $150 in all other countries. Single copies are available at $9 each in the U.S. and Possessions, $10 each in Canada and $13 in all other countries. Periodicals postage paid at Cleveland, OH, and additional mailing offices. POSTMASTER: Send address changes to CStore Decisions, 1111 Superior Avenue, 26th Floor, Cleveland, OH 44114. GST #R126431964, Canadian Publication Sales Agreement No: #40026880.

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CSTORE DECISIONS •

February 2021

cstoredecisions.com

CONTENTS february 2021

•

Number 2

•

Volume 32

CStoreDecisions

®

EDITOR’S MEMO

10 NAG Scholarship Supports Higher Education FRONT END

12 Biden Administration to Extend, Expand Nutrition Assistance Programs 16 Quick Bites: Trends to Watch in 2021 18 Navigating Tobacco Regulatory Hurdles for 2021 22 Crosby’s Begins Safe Shop Assured Certification Process FOODSERVICE

36 Best Foodservice Launch Awards 42 Coffee Considerations During COVID-19 CATEGORY MANAGEMENT

46 Candy Innovation & Indulgence: How Sweet It Is! 50 OTP & Vape Thrive Despite Obstacles OPERATIONS

COVER STORY

56 Best Store Design Awards TECHNOLOGY

24 The 2021 Foodservice Report

64 Loyalty Lessons

Foodservice sales are expected to rebound in 2021, especially for c-stores keeping pace with current trends — from comfort food to international and healthy fare — as well as new technology.

Front cover photo courtesy of Love’s Travel Stops & Country Stores.

Pictured is Naf Naf Middle Eastern Grill, a new foodservice offer at Love’s, with 10 more locations planned over the next five years.

BACK END 68 Product Showcase 73 Ad Index 74 Industry Perspective: Where Does Foodservice Go From Here?

36 8

CSTORE DECISIONS •

February 2021

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Editor’s Memo

For any questions about this issue or suggestions for future issues, please contact me at jlofstock@wtwhmedia.com.

NAG Scholarship Supports Higher Education Every student’s story is different, but the financial gap in paying for college is still apparent. In keeping with that theme, the National Advisory Group (NAG) and the Young Executives Organization (YEO) created a scholarship fund for employees and children of NAG member companies. The 2021 NAG Scholarship is named after John MacDougall, who was a dear friend and the founder of Nice N Easy Grocery Shoppes in New York.

John was a longtime supporter of NAG and, in his personal life, he was also a strong supporter of higher education. To remember John’s legacy in the convenience store industry, I’m proud to offer the John MacDougall/NAG Memorial Scholarship to NAG members.

Every student’s situation is unique, but one thing is all too common: A financial gap often needs to be filled with money-saving efforts or more time at work. The NAG Scholarship Fund will help qualified individuals to offset some of these costs. Among NAG’s core mission is to help to cultivate the convenience store leaders of tomorrow.

Staying true to that mission, NAG created the scholarship fund for employees and children of NAG members.

Scholarships provide an opportunity for many people to earn an education. Without assistance from an outside source, many students seeking higher education opportunities may have trouble paying for a degree.

Academic performance can suffer greatly when a student is overworked.

Furthermore, roughly two-thirds of all college graduates are saddled with student loans upon leaving school. Due to constantly rising tuition prices, these loans average $30,000.

Compared to the debt experienced by students in the early 1990s, this is a 50% increase. In a country where a college degree is beneficial during a job search, scholarships lessen the financial strain on many students.

THE PROGRAM

The NAG Scholarship Fund is managed by the NAG and YEO boards of directors, CStore Decisions and Scholarship America, and sponsored by the retailer and supplier members of NAG. This program was started in the late 1990s and has distributed more than 120 scholarships totaling more than $140,000 to deserving students. The fund is financed through annual dues collections by NAG members and drives from golf outings and conference sponsorship allocations.

NAG members can download a copy of the scholarship form at NAGconvenience.com.

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February 2021

ELIGIBILITY

Applicants who work in the c-store industry must be employees or children of employees who have a minimum of one-year employment with a NAG member company. Applicants must plan to enroll in a full- or part-time undergraduate course of study at an accredited two- or four-year college, university or vocational-technical school. Applicants who are current students or who have attended school within the past three years must have maintained a minimum 2.5 GPA on a 4.0 scale.

THE AWARDS

Due to the generous contributions of NAG’s dues-paying members, we have increased the number of winners to five in recent years and have a healthy scholarship fund to ensure the collegeaged children of NAG member companies will receive financial assistance to pursue their goals of becoming the leaders of tomorrow. The program utilizes standard Scholarship America recipient selection procedures, including past academic performance and future potential, leadership and participation in school and community activities, work experience and an outside appraisal.

This year, five awards of $1,000 will be granted.

Awards are not renewable, though students may reapply to the program each year they meet eligibility requirements. Applications must be postmarked by May 31, 2021.

I hope you’re able to take advantage of this program by becoming a member of NAG or YEO. For more information on both the scholarship and the association, visit NAGconvenience.com or CStoreDecisions.com Should you have any questions, please feel free to contact me directly at (201) 321-5642 or via email at jlofstock@wtwhmedia.com. For information about Scholarship America, contact program manager Justice Greene at jgreene@scholarshipamerica.org or (507) 931-0787.

k c o t s f o L n h Jo

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FRONT END SNAP News

Biden Administration to Extend,

Expand Nutrition Assistance Programs

C-stores still struggle with meeting requirements imposed by the 2014 Farm Bill.

Isabelle Gustafson • Associate Editor

On Jan. 22, President Joseph Biden signed an executive order calling on the U.S. Department of Agriculture (USDA) to expand and extend federal nutrition assistance programs, including the Supplemental Nutrition Assistance Program (SNAP).

Biden has indicated that addressing hunger and food insecurity will be a priority for his administration. The order comes just after Congress expanded food benefits in the $900 billion stimulus package passed in December, which increased monthly SNAP benefits by 15% for all recipients through June 2021, gave states additional flexibility to support the distribution of the Pandemic Electronic Benefits Transfer (P-EBT) and expanded the program to children younger than six years old through September 2021.

The COVID-19 pandemic has swiftly worsened the longstanding food insecurity problem in the U.S. Pre-pandemic, more than 35 million people struggled with food insecurity, according to Feeding America, the nation’s largest hunger-relief organization. Now that number is closer to 50 million.

The problem is especially pervasive for families with young children. In the latest 12

CSTORE DECISIONS •

February 2021

Household Pulse Survey from the U.S. Census, 18% of families with children said they did not have enough to eat in the last seven days, compared to 11% of those without kids.

ONLINE ORDERING Digital disruption is impacting how customers use their SNAP benefits, which could affect how many customers are relying on c-stores for SNAP purchases in some areas.

Data on SNAP usage trends during fiscal year 2020 will be available later this spring.

Most SNAP payments today are made in-store, through electronic benefit transfer (EBT) payment cards. But with everyone encouraged to stay home as much as possible during the pandemic, USDA’s Food

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FRONT END SNAP News

and Nutrition Service (FNS) — the agency that oversees SNAP — has approved 46 states and Washington, D.C. for SNAP online purchasing.

Retailers are also offering pay and pickup for SNAP recipients, also known as “click and collect.”

Online purchasing is currently available through limited retailers like Amazon, Walmart and Aldi.

With Amazon, SNAP customers can access more than 100,000 items and get free shipping on orders over $25. SNAP beneficiaries also have complimentary access to Amazon Fresh with free shipping on orders over $35 in most states.

But many SNAP users live in low-income neighborhoods that are outside these delivery zones, and the added delivery fees can be insurmountable for some customers.

In hopes to help subsidize costs for SNAP beneficiaries, Instacart started waiving delivery fees in December for the “first three EBT orders for each customer with a valid EBT card associated with their account” until March 16.

At the moment, Instacart only allows SNAP customers to purchase food at Aldi. But Instacart Vice President of Global Retail Chris Rogers has said the company has lobbied the USDA to approve more retailers.

All retailers, including online retailers, must abide by the FNS retailer stocking requirements in order to be authorized. In addition, SNAP-eligible retailers who want to add online shopping to their e-commerce platform must meet online purchasing requirements and submit a letter of intent to the SNAP Online Purchasing mailbox.

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CSTORE DECISIONS •

C-STORE COMPLIANCE Out of the more than 150,000 c-stores in the U.S., more than 111,800 participate in SNAP — representing 45.15% of all retail outlets authorized to accept SNAP benefits.

In 2014, a Farm Bill was passed and signed into law that included additional requirements for SNAP retailers. Subsequently, FNS finalized a rule in December 2016, which enacted some of the 2014 Farm Bill’s provisions and other requirements for retailers. Congress passed legislation in 2017 and 2018 that delayed the rule until FNS expanded the definition of “variety” so that it is workable for small-format retailers.

In its proposed rule published in April 2019, FNS proposed expanding what will count as variety in the staple food categories, which would make it more realistic for convenience stores to comply with the new requirements. But the agency has yet to finalize its rule.

To participate in SNAP, convenience stores must meet “depth of stock” requirements that specify the amount and types of foods they must have available on their shelves for customers. The 2014 Farm Bill expanded these requirements. Subsequently, FNS finalized a rule enacting those depth of stock provisions as well as additional provisions.

Under the Final Rule, to participate in SNAP, convenience stores must: • Stock seven varieties of foods in each of the four staple food categories: (1) meat, poultry or fish, (2) bread or cereals, (3) vegetables or fruits, and (4) dairy, and at least one

February 2021

perishable food item in three of the categories.

• Have three units of every variety, 84 total items, on shelf.

“Stocking a breadth of healthy foods, participating in State SNAP Nutrition Education (SNAP-Ed) and incentives and ensuring that store staff understand and follow SNAP rules are important ways in which all SNAP-authorized stores can assist in addressing food insecurity,” said a SNAP spokesperson.

But meeting the requirements can be difficult for convenience stores and other small-format retailers.

Jim Bosworth, senior advisor for PetroActive Services and former president of Cary, N.C.-based Breeze Thru Markets, said it can be difficult to strike a balance between the needs of the SNAP customer and the government requirements.

“I think it would make sense — and this is just my own opinion, having dealt with it on the convenience store side for so long — to have some separation of eligibility from a retailer standpoint,” he said. “It’s one thing to be a grocery store and not have a problem stocking everything that is in this entire list.”

After all, he said, the average supermarket is almost 15 times larger than the average c-store. And in some areas, convenience stores are the most accessible food retail locations, or the only food retail locations open outside of traditional grocery store hours.

“These are two very different channels of retail,” Bosworth said, “yet they still service the customer based on what the customer needs at that time.”

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quickBites TRENDS TO WATCH IN 2021

KICK SERVICE TO THE CURB(SIDE)

MAJORITY READY TO WORK, SHOP … BUT NOT DINE

Whether by choice or force of circumstance, the COVID-19 pandemic has led many customers to make changes to how they acquire both grocery items and prepared foods, either for the first time or more often.

As COVID vaccines are being introduced, people seem more comfortable heading back to work and shopping in stores. Still, only about a third are OK with restaurant dining and less than a fourth are ready to travel.

How soon from now would you be comfortable … ?

Groceries

35% Curbside Pickup First Time

Now/Under a Month

In 2-5 Months In 6-Plus Months

Going Back to Work

57%

24%

20% - 1,713 responses

37% Curbside Pickup More Often

Shopping in Stores

51%

25%

20% - 3,056 responses

43% Curbside Pickup First Time

Eating Out at Restaurants

36%

27%

37% - 4,161 responses

Going on Vacation/Traveling 23%

26%

51% - 2,804 responses

Restaurant

Source: Fredonia Group Covid-19 Economic Impact Tracker, “The Future of Food Delivery – Customer Side: Curb-Side Pickup vs. Delivery (November 2020 National Online Consumer Survey),” Jan. 6, 2021

Source: CivicScience Survey: 12/30/2020 to 1/05/2021. All responses weighted by U.S. Census 18-plus.

DIVERSIFY YOUR OFFERINGS

55% Curbside Pickup More Often

COOLING THE CASHLESS SOCIETY

According to market analysts at Euromonitor, the percentage of consumers who indicated they are “All For” a cashless society dropped by half between March 2020 and January 2021.

The number of Hispanics, African Americans and Asian Americans using omnichannel shopping — combining online and offline fulfillment methods — increased dramatically during the pandemic.

Response

March 2020

January 2021

All For

12%

6%

OK With

16%

22%

Against

64%

60%

No Opinion

8%

12%

Source: Euromonitor survey, January 2021, 3,104 responses, weighted by U.S. Census 18+ | Survey Dates: 03/16/ 2020 - 03/17/2020; 3,326 responses, weighted by U.S. Census 18+ | Survey Dates: 01/12/2021 to 01/13/2021

CONVENIENT COCKTAILS Hispanics

54%

African Americans

43%

Asian Americans

31%

Source: Nielsen, “Omnichannel Shopping Fundamentals Survey,” fielded in nationally representative Nielsen Homescan Panel during Sept 2019 (Pre-Covid19), April 2020 (Lockdown) and Sept 2020 New Normal among 132 CPG categories

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CSTORE DECISIONS •

Did the pandemic drive us to drink? Alcoholic beverages ranked in the top two spots for growth in edible consumer packaged goods (CPG) in the c-store channel for 2020.

Premixed Cocktails/Coolers 38% 2020 Top Growing Spirits/Liquor 31% CPG Categories in Dry Fruit Snacks 28% Convenience Channel

by Dollar Sales Frozen Bread/Dough 27% (% change versus one year ago)

Ice Cream/Sherbet

24%

Source: “2020 Trends and Emerging Growth Pockets,” IRI POS, Panel and eMarketInsights. Channels filtered on largest categories in 98% of channel sales; IRI Consulting analysis.

February 2021

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FRONT END Tobacco Update

Navigating Tobacco Regulatory Hurdles for 2021 From local flavor ban ordinances to potential tax increases, the new year brings a fresh batch of tobacco challenges for convenience store retailers.

Thomas Briant • NATO Executive Director

With the new year comes new challenges for retailers that sell tobacco products. Just like in 2020, key issues for retailers will encompass local, state and federal legislative and regulatory actions.

LOCAL FLAVOR BAN ORDINANCES would be beneficial to the tobacco In February 2020, the Food and consumer and the health of the entire Drug Administration (FDA) made most population. flavored cartridge- and pod-type vaping In 2020, the National Association of products illegal. Then, in September Tobacco Outlets (NATO) monitored or 2020, it became illegal to sell other opposed over 160 such local flavor ban vapor and tobacco products for which a ordinances, most in California and Masrequired Premarket Tobacco Application sachusetts, and both states have also (PMTA) was not filed with the FDA. passed statewide flavored tobacco ban Local governments continue to laws. Minnesota and Colorado also had propose flavor bans, claiming a need multiple local ban proposals. Opposito address underage youth vaping, yet tion by local retailers has successfully at the same time extending the bans to modified, delayed or stopped many include a prohibition on the sale of traproposed bans, notably Kansas City, ditional tobacco products (e.g., menthol Mo.; Missoula, Mont.; and Phoenix. cigarettes, flavored cigars, pipe tobacco, In addition, six lawsuits were filed smokeless tobacco) and newer tobacco in 2020 against local flavor ordinances products, including some the FDA has — two against Philadelphia and others determined are “modified risk,” which against Palo Alto, Calif.; Edina, Minn.; 18

CSTORE DECISIONS • February 2021

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FRONT END Tobacco Update

Los Angeles County and San Diego County. In Los Angeles County, the court upheld the ban, but a Philadelphia court preliminarily issued an injunction against that city’s ban.

CALIFORNIA FLAVORED TOBACCO BAN LAW California enacted Senate Bill 793, banning the sale of all flavored tobacco products, including vapor products, except shisha, premium cigars and loose-leaf tobacco, which was to be effective Jan. 1, 2021. The California Coalition for Fairness was formed to collect voter signatures on a referendum petition to have the state’s voters decide whether the law goes into effect or is repealed. The Coalition needed 623,212 valid voter signatures by Nov. 30, 2020. On Nov. 24, the Coalition submitted 1.02 million signatures, and on Dec. 7, the California Secretary of State issued a notice that county election officials must verify the signatures, a process that would extend beyond Jan. 1, 2021. A lawsuit was then filed to suspend the law pending signature verification; on Dec. 10, the Court suspended the law unless it is determined there are not enough valid signatures or the voters approve the ban in the Nov. 2022 election.

PROACTIVE MEASURES NEEDED ON 2021 TAX INCREASE BILLS The pandemic has resulted in significant state revenue shortfalls and increased expenses.

Because states are required to balance their 20

CSTORE DECISIONS • February 2021

budgets every year, state lawmakers will likely consider tobacco product tax increases as one option during 2021 legislative sessions.

If you have not already done so, NATO urges you to communicate with the state lawmakers that represent the district(s) in which your store(s) are located and urge them to not support cigarette and tobacco tax increases.

NEW FDA GRAPHIC CIGARETTE WARNINGS In March 2020, the FDA ruled that 11 new text warnings with graphic color images must appear on cigarette packs, cartons and cigarette advertisements beginning June 18, 2021. Two lawsuits were filed, claiming the warnings violated free speech, exceeded the FDA’s authority and were improperly adopted. The original implementation date of Oct. 16, 2021, for the new warings has been extended by court order to Jan. 14, 2022.

Because of this postponement order, the FDA announced it strongly encourages manufacturers, wholesalers and retailers that create or produce their own cigarette advertising to submit their required warning rotational plans to the FDA by March 16, 2021, extending the original Dec. 16, 2020, deadline.

Both lawsuits continue; whether the new graphic warnings will be struck down, required in their current form, further delayed or amended may become known in 2021.

Thomas Briant is the executive director for the National Association of Tobacco Outlets (NATO).

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Front End | Safe Shop News

CROSBY’S BEGINS

SAFE SHOP ASSURED CERTIFICATION PROCESS CStore Decisions Staff

It’s not easy standing out in today’s marketplace. Consumers have many choices for food and fuel, and the pandemic has raised expectations for cleanliness and safety. Winning in this new paradigm requires more than consistent execution — retailers also have to communicate their commitment to excellence.

Crosby’s, headquartered in Lockport, N.Y., is in the process of being awarded Safe Shop Assured certification. Implementation of Safe Shop branding is set to be completed at each of its 81 locations in the first quarter of 2021.

“Everyone wants to feel good about where they shop or work,” said Frank Beard, director of Safe Shop. “Unfortunately, it can be difficult to determine which retailers are committed to safety and which ones cut corners. Safe Shop Assured certification bridges this communication gap. It’s a simple and intuitive way to show customers that your stores are truly best-in-class.”

Serving communities with a personal touch has always been at the heart of Crosby’s convenience stores. With humble beginnings as a dairy farm in 1902, Crosby’s first convenience store opened in 1966 at the site of a former milk plant. The first fuel pump was added to the growing chain in 1972, and a proprietary foodservice program was established in 1996. Reid Petroleum, a family-owned company that began as a one-pump gasoline station in the early 1920s, acquired Crosby’s in 2004 and continued to expand its footprint in southwest New York and northwest Pennsylvania. Today, the company operates stores in alignment with its founding values: honesty, trustworthiness, customer focus, team spirit, costconsciousness and entrepreneurship.

22

CSTORE DECISIONS •

February 2021

“At Crosby’s, we have always taken pride in providing our customers and our associates with a clean and safe environment to work and shop,” said Doug Galli, vice president and general manager of Crosby’s. “With the implementation of Safe Shop Assured, we will be better able to communicate to everyone that our stores are Crosby’s Clean.

Everyone who enters our stores can work and shop with the highest level of confidence that we are keeping them safe.”

Safe Shop is an industry-driven initiative to recognize operators that raise the bar for excellence.

In order to earn Safe Shop Assured certification, retailers must satisfy a 10-point checklist of essential safety standards as identified by a panel of retailers, suppliers and industry experts. Ongoing reviews ensure compliance and program integrity.

Safe Shop is a joint venture between Paragon Solutions and WTWH Media, the publisher of CStore Decisions.

“This has been a challenging year for store owners, who are taking steps to keep their team and employees safe. Safe Shop participation is a strong message that you are serious about following safety standards,” said John Lofstock, vice president of CStore Decisions and executive director of the National Advisory Group (NAG). “Crosby’s is doing everything it can to commit to operating with strong values and integrity, showing that it’s one of the best in the business.”

For more information on Safe Shop, visit www.safeshopassured.com.

cstoredecisions.com

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The 2021

Foodservice

Report Isabelle Gustafson • Associate Editor

24

CSTORE DECISIONS •

February 2020

cstoredecisions.com

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Foodservice sales are expected to rebound in 2021, especially for c-stores keeping pace with current trends — from comfort food to international and healthy fare — as well as new technology.

Since the COVID-19 pandemic arrived, it has steered the course of consumer trends with a heavy hand, advancing the adoption of technology while simultaneously altering food and beverage preferences and demands. Even as convenience store retailers rushed to adapt, food sales suffered at many c-stores.

Convenience foodservice sales overall declined an estimated 8.6% in 2020, with prepared foods down 13%, according to Chicago-based research consulting firm Foodservice IP’s “2020 C-Store Foodservice Report Reflecting COVID-19 Impact.”

But 2021 holds the promise of a major rebound. Foodservice IP predicted c-store foodservice will return to historical growth levels in the latter part of the year, and many retailers share the same optimism.

2021 Foodservice Report

7-Eleven opened 35 Laredo Taco Co. locations since 2019, with plans for 100 more in 2021. The brand is known for its authentic, fresh Mexican flavors like its breakfast tacos wrapped in handmade flour torillas, homemade salsas prepared on-site, enchiladas and other seasonal items.

While some speculate that customers, accustomed to home cooking during the pandemic, could be less inclined to return to dining on the go, Kwik Trip’s Servais expects just the opposite. “I don’t believe that for a minute,” he said. “Especially in the Midwest; people will return to their offices. People are going to be busier than ever making up for the lost year.”

LAYING THE FOUNDATION

“I think, when this pandemic ends, sales are going to explode,” said Paul Servais, retail food service director for La Crosse, Wis.-based Kwik Trip, which operates 700-plus c-stores.

New trends and technology born out of the pandemic are expected to grow, and c-store retailers that have continued to invest in foodservice and update their food programs in line with current trends are poised to come out ahead.

“The trends that emerged as a result of the pandemic have quickly accelerated and are becoming a permanent part of our landscape,” said Raj Kapoor, senior vice president of food and beverage for 7-Eleven.

One such trend is increased interest in comfort foods. As the pandemic brought mass upheaval and uncertainty, customers turned to foodservice favorites like pizza and fried chicken for comfort. Meanwhile, there’s also renewed interest in healthy, plant-based and international options, as the definition of mainstream, ‘American’ comfort food continues to evolve.

Technological disruption has brought sweeping changes, too. To facilitate food ordering during lockdowns and social distancing requirements, delivery, curbside pickup, mobile ordering and numerous other technologies have become an integral part of doing business for restaurants and c-stores alike.

The industry also doubled down on its dedication to sanitation and took huge strides to ensure the safety of both customers and employees.

Now, retailers are looking forward and positioning themselves to reap the rewards of foodservice success once the world begins to reopen.

26

CSTORE DECISIONS •

February 2021

“At GetGo, we used this past year to reinvent our menu,” said Jon Cox, vice president and chief merchant for Pittsburgh-based GetGo, which operates more than 260 locations in western Pennsylvania, Ohio, northern West Virginia, Maryland and Indiana.

In 2020, GetGo removed slow-selling items and did a complete SKU rationalization, Cox said. It also updated its made-to-order kiosk flow and design, and it added a laundry list of menu items: bowls, burritos and its ‘GoBig Menu’ with larger portions and a ‘double-the-meat’ option. Plus, salads and wraps, fried chicken, spiked slushies — the list goes on.

In 2021, GetGo plans to continue expanding its grab-and-go offer and dinner kits and introduce new limited-time offer (LTO) made-to-order items.

And GetGo wasn’t the only c-store that used 2020 as a chance to reenvision its foodservice program.

Baltimore-based, 54-store High’s also updated its menu in 2020: 100% Jumbo Lump Crab Cake and Crab Soup, with plans for Take & Bake Crab Cakes in 2021.

“Marylanders are very choosy about crab cakes,” said High’s Director of Food Service Sherryn Diamond,

GetGo used this past year to reinvent its menu. The c-store chain removed slow-selling items and did a complete SKU rationalization.

cstoredecisions.com

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Clip label holders and strips available.

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©2019 Trion Industries, Inc.

Inc.

Flip-Scan Hooks Mini Dual Lane Trays WonderBar Hooks ®

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©2019 Trion Industries, Inc.

©2019 Trion Industries, Inc. Trion Industries, ©2020

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Extend Your Revenue Super Hooks!

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“and it is exciting to offer a restaurantquality crab cakes in a convenience store.”

In 2021, she said, High’s will continue to look for local, restaurant-quality destination food items.

El Dorado, Ark.-based Murphy USA, which operates 1,500 sites located primarily in the Southwest, Southeast and Midwest U.S., hired Ryan Riggs as its senior director of food services in August.

Riggs previously worked for Sheetz and then Alltown Fresh, both known for their foodservice programs. In December, the company acquired Whitehouse Station, N.J.-based QuickChek, a 157-store brand.

“QuickChek’s really become a foodservice destination that also sells fuel,” said Riggs.

He believes the breakfast daypart in particular is a “huge opportunity” for Murphy USA. And while he’s careful to note that it won’t be adopting QuickChek’s menu, or even its strategy, per se — they’re different brands in different areas with different customers, perhaps even catering to different occasions — there’s no doubt that foodservice will play a greater role in Murphy USA’s future — and other fuel-first retailers like it.

MODERN CONVENIENCE

While we may not truly know or understand all of the pandemic’s effects for years, maybe decades, to come, it’s clear that it quickly forced the convenience industry’s hand when it came to technology.

“I think the industry is seeing more of an acceleration of best practices that allow retailers to streamline operations and serve customers faster,” said Bill Bustin, marketing director for Sayre, Pa.-based Dandy Mini Marts, with 65-plus locations in the Twin Tiers region of Pennsylvania and New York. “Delivery, online ordering, contactless payment; these are all things that were already on a lot of folks’ radars but may have been pushed to the front of the priority line due to the pandemic.”

For example, Wawa, with 900 locations in six states and Washington, D.C., opened its first drive-through c-store in December and its first standalone drivethrough location this January as it continues to test new concepts.

Denver-based Choice Market’s fourth store, set to open this March, will be frictionless. And Hudson Group, which operates c-stores in more than 1,000 airports, train stations and tourist destinations in cstoredecisions.com

Baltimore-based High’s added crab cakes and crab cake soup to its foodservice menu in 2020, with plans for take-and-bake crab cakes in 2021.

North America, is adding Amazon’s Just Walk Out technology to its stores, beginning with the opening of a c-store at Dallas Love Field airport called Hudson Nonstop. At Just Walk Out-enabled stores, customers can use a credit card to enter, then select products and go.

High’s is offering order-ahead and curbside pickup through Skip, a mobile payment brand, and delivery through Grubhub.

And Savannah, Ga.-based Parker’s, with 66 stores in Georgia and South Carolina, has been working to implement Smart Kitchens, which use machine learning to predict how much to cook by location at any given time of the day.

“This information is sent down to kitchens, and our team is able to have the right amount of food available at the right time to maintain the highest level of quality possible,” said Parker’s Director of Food Service Heather Davis. “The Smart Kitchen manages product hold times and alerts the team when to refresh an item that is approaching its expiration.”

Meanwhile, 7-Eleven expanded its contactless checkout options and accelerated the rollout of contactless delivery through its proprietary 7NOW delivery app.

And with a presence on Uber Eats, Grubhub, Instacart, Postmates, DoorDash, Google and Favor, the c-store February 2021 • CSTORE DECISIONS

27

2021 Foodservice Report

“

“

The trends that emerged as a result of the pandemic have quickly accelerated and are becoming a permanent part of our landscape.

— Raj Kapoor, senior vice president of food and beverage for 7-Eleven

chain, with 12,000 locations in North America, now offers ondemand ordering to more than 90% of its footprint.

“7-Eleven customers always want convenience, but with the strains the pandemic was placing on them, we saw that become even more important,” said Kapoor. “People quickly tired of making every meal at home, and there was a surge in demand for easy meal options — meal kits, ready-to-bake pizza, ready-to-bake wings and taquitos. They also wanted these options through convenient delivery — 30 minutes or less.”

While the cost of delivery is a significant barrier for some retailers, Foodservice IP’s Managing Principal Tim Powell noted it’s important to have a presence on these apps. You’re no longer just competing with the retailers around your brick-and-mortar store; you’re competing, digitally, with every c-store, quick-service restaurant (QSR) and restaurant on every third-party app.

And by offering delivery through these third-party apps, he said, retailers may be reaching new customers they wouldn’t have otherwise had.

COVID COMFORTS

For their takeout and delivery orders in 2020, consumers turned to comfort foods — a category c-stores know well.

Pizza in particular proved a pandemic-proof offer at many stores, alongside fried chicken, which has been trending since Popeyes kicked off the infamous “fried chicken sandwich wars” in 2019. Now, McDonald’s 28

CSTORE DECISIONS •

February 2021

cstoredecisions.com

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2021 Foodservice Report

Love’s added Bojangles as a QSR partner in 2020, with 40 more locations in the works.

is throwing its hat in the ring, with the launch of not The chain’s fried food offering includes items like one, not two, but three fried chicken sandwiches this cheese sticks, chicken tenders and boneless wings. month. Not to mention KFC, Shake Shack, Boston And while pizza slice sales at the chain dipped 7% in Market and even salad chain Sweetgreen, all of which 2020, he said, whole pizzas were up 12%. announced new fried chicken sandwiches since the Nielsen Total U.S. Convenience data’s not far start of the new year. behind, with deli pizza sales up 8.8% for the latest 52 C-store chains like Parker’s have long been key weeks ending Dec. 26, 2020, and up 10.4% for Q4 of players in the fried chicken game. Tenders are a 2020, compared with the previous year. mainstay, but Parker’s, which prepares its offers fresh Dandy Mini Marts also saw success with whole on-site daily, also added a chicken tender sandwich in pizzas this year, as well as with new menu items like 2020, with plans for new spicy sauces, sandwiches and loaded fries and its ‘Chicky Bisky,’ a chicken biscuit biscuits in 2021. sandwich with hot sauce and honey.

As c-stores continue to compete in the QSR space, Among its plans for 2021, the c-store chain will more and more are adding new programs or partners launch a “Pizza of the Month” promotion, for both to their foodservice offer. slices and whole pies.

“Southern food, and fried chicken in particular, seem “It’s a great tool for our foodservice team to experito be an ever-lasting favorite,” said Joe Cotton, vice ment with different toppings and flavor profiles while president of restaurant services for Oklahoma Citygetting feedback on the pizza program as a whole,” based Love’s. said Bustin.

The company, which operates more than 540 travel Mike Kostyo, trendologist for market research firm stops and country stores across the U.S., added BoDatassential, confirmed that sauces and flavors are jangles to its long list of QSR partners in 2020, with 40 “quite possibly the most effective way to introduce locations now in the works. consumers to new and exciting (offers) because they “Love’s is always looking for high-quality brands to are so versatile, and you can use them on products add to locations,” Cotton said. “Bojangles provides that they already know and love.” the quality food we want to serve customers and is He called out sweet-and-spicy flavors as the latest also known for their customer service — these tradetrend, including hot honey, as well as mango habañemarks align with Love’s customer commitments. We’re ro, the Mexican spice Tajín and Nashville hot — which excited to continue to introduce the Bojangles experi- Kostyo said was the fastest-growing sauce, flavor or ence to customers in 2021.” spice overall in the past four years, growing a massive Kwik Trip added a proprietary fried chicken pro727% on menus. gram in 2019 and has since expanded the offer to “It’s quickly becoming a mainstream offering,” he its more than 700 locations. And GetGo launched its said, “and c-stores should look for ways to feature it own chicken program in 2020, with plans to introduce beyond chicken.” new sauces alongside an expanded lineup this year.

Cliff’s Local Market, which operates 19 stores in cen- INTERNATIONAL OPTIONS tral New York, saw fried food sales increase 16% for What’s considered mainstream, ‘American’ comfort the year, said Director of Foodservice Derek Thurston. food versus ‘international’ or ‘ethnic’ food is subjective, 30

CSTORE DECISIONS •

February 2021

cstoredecisions.com

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2021 Foodservice Report

and it will continue to evolve and expand as this country does.

Pizza, after all, is from Italy. Now it’s as American as apple pie — which, by the way, originated in England.

“It’s so important to stay on top of the trends that resonate with each new generation of consumers, and that includes the types of foods consumers find comforting or nostalgic,” said Datassential’s Kostyo.

“When we think of comfort foods, we may immediately think of options like mac and cheese or pizza, but many younger consumers grew up eating a wider range of foods and find them to be comforting. That’s particularly true when it comes to global options.”

He pointed to Mexican food as an example, which consumers have said they’re craving more than any other cuisine while at home during the pandemic.

7-Eleven Senior Vice President of Corporate Operations and Restaurant Platforms Brad Williams said the chain’s first Laredo Taco Co. location in its Dallas Evolution Store in 2019 saw immediate success, which led 7-Eleven to explore expanding the restaurant concept, known for its authentic, fresh Mexican flavors — breakfast tacos wrapped in handmade flour tortillas, homemade salsas prepared on-site, enchiladas and seasonal favorites like tamales. To

date, there are 35 new Laredo Taco Co. restaurants throughout San Diego, Texas, Washington, D.C., Oklahoma and Florida.

“Although COVID-19 presented each new location with a unique challenge, each restaurant has been performing exceptionally well,” said Williams.

“We plan on opening over 100 new Laredo Taco Co. restaurants this year.”

While Mexican food is certainly a widespread consumer favorite, there are numerous other types of cuisine to look to for the next takeout-friendly offer — Korean bibimbap, curries from any number of South or Southeast Asian countries, South American arepas, Chinese bao buns.

Ramen is another food that resonates with younger consumers, noted Datassential’s Kostyo.

In addition to Bojangles, Love’s Travel Stops recently added Naf Naf Middle Eastern Grill to one of its stores in Illinois, with plans to open 10 more locations in the next five years.

The menu, inspired by the founders’ Israeli upbringings, includes pita, chicken shawarma, hummus, falafel and more.

“We know that our customers love options when it comes to food choices, so we wanted to give them something different,” said Love’s Cotton. “Naf Naf offers customers a variety of fresh, flavorful and quick options when it comes to dining.”

HEALTHY & PLANT-BASED

Sayre, Pa.-based Dandy Mini Marts saw success with whole pizzas in 2020, as well new menu items like loaded fries and its ‘Chicky Bisky,’ a chicken biscuit sandwich with hot sauce and honey.

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CSTORE DECISIONS •

February 2021

International foods also offer a whole host of new ways to incorporate both healthier and plant-based items on menus — like Naf Naf’s falafel and hummus — which consumers will be looking for in 2021 and beyond.

At GetGo, Cox said he’s most excited about increased customization, which enables the chain to cover all the bases.

“If they want a burrito without a tortilla, we have it. If you have a gluten allergy, we have a glutenfree wrap,” he said. “Trying to eat a little healthy?

We have made-to-order salads. Or, if you want to splurge, order something from our GoBig Menu, or a double — or even triple — cheeseburger.”

Although it may seem counterintuitive for foods like pizza and fried chicken to be trending alongside healthy foods, there are a few things to consider: First, there will be customers who have been eating more traditional comfort foods during the pandemic who then decide to eat healthier in the new year, or once the pandemic subsides. According to a Jan. 12, 2021, CivicScience survey, 49% of U.S. adults said they plan to eat healthier in 2021.

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Cliff’s Local Market has seen success with fried foods this past year.

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However, healthy food and comfort food may also be different occasions for the same customer.

And while it should be noted that ‘plant-based’ is not synonymous with ‘vegan’ nor ‘healthy’ — most french fries, for example, are vegan — they do often go hand in hand in consumers’ minds.

In fact, CivicScience data shows a correlation between those who enjoy plant-based meats and frequent exercise, suggesting that health may be one of the driving factors behind consumers’ interest in this growing market.

In other words, the demand for plant-based foods may increase as people make choices they perceive as healthier.

According to a Jan. 11, 2021, CivicScience survey, 15% of U.S. adults said they are interested in madeto-order plant-based meat products at convenience stores. And Nielsen Total Convenience data shows meat alternative sales were up 16.7% for the latest 52week period ending Dec. 26, 2020, compared with the previous year, and 40.1% for Q4 of 2020.

“There’s no doubt that more QSRs and c-stores will add more plant-based items in 2021,” said Kostyo, pointing to McDonald’s upcoming McPlant line this year.

We’ll also see increased innovation from the category. In December, the Singapore Food Agency gave regulatory approval for the world’s first lab-grown meat product. And according to Barclays, the market for meat alternatives could be worth $140 billion within the next decade, or about 10% of the $1.4 trillion global meat industry.

“With prices dropping, formulations improving and continued consumer demand for plant-based alternatives and sustainable products,” Kosyto said, “the plantbased market shows no signs of slowing down.”CSD

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33

Foodservice | Best Foodservice Launch Awards

Best

Foodservice L

Awards Isabelle Gustafson • Associate Editor

WINNER: Eagle Stop for its On the Fly Market pizza program Springfield, Mo.-based Gier Oil Co., with more than 50 Eagle Stop cstores in Missouri, closed out 2020 with the launch of its On the Fly Market pizza program, which features pizzas with freshly baked crusts, fresh mozzarella cheese and authentic Italian ingredients.

The program is set to offer innovative flavors and local collaborations, thanks to the creativity and passion of Gier Oil Co. Food Service Director Jon Siron and his team, who aim to bring fresh options to the communities where Eagle Stop serves.

For all this and more, CStore Decisions is recognizing Gier Oil Co. with a “Best Foodservice Launch” designation for its On the Fly Market pizza program.

A PIZZA PROGRAM IS BORN

While the program looks — and tastes — impressive, creating the pizza program was relatively simple, Siron said.

The team procured and sampled different crusts, toppings and sauce options from vendors. Last but not least, Siron spent time in the kitchen, developing the menu and creating each of the recipes.

“We hit the basics on offerings but then ran with some recipe ideas and tested the outcome,” he said. “It was a very necessary and delicious task.”

The result is a line of pizzas that have quality, freshly baked crust, zesty and savory sauce and 100% fresh mozzarella cheese, with top-tier, real Italian ingredients — always fresh, never frozen.

CStore Decisions is recognizing Springfield, Mo.-based Eagle Stop and La Plata, Md.-based Dash In for excellence in foodservice.

e Launch

ing e d

Foodservice | Best Foodservice Launch Awards

Customer favorites so far are the “Dang Hippie” — the veggie option, made with fresh vegetables and mozzarella on homemade pesto — and the “One Chance Fancy,” a Margherita pizza topped with arugula, olive oil, seasoning and a drizzle of balsamic reduction.

Pepperoni may always be a top seller, Siron said, but there’s real opportunity for innovation.

In fact, he’s already eyeing a few limited-time offers (LTOs) and a collaboration with a local barbecue company for a brisket pizza

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CSTORE DECISIONS •

February 2021

next fall, which will feature locally grown, organic vegetables and farm-raised pork and beef.

“What has been so surprising and encouraging is how rural towns that are generally expected to be a ‘meat and potatoes’ kind of area are actually falling in love with the ‘irregular’ options that we now offer,” Siron said. “One farmer told me that our Taco Pie is the best pizza he’s ever had! We are rethinking everything we ever knew about the communities we serve.”

REINVENTING ‘GAS STATION FOOD’

Siron, who was among CStore Decisions’ 2020 class of 40 Under 40 c-store leaders to watch, was initially hired for a different leadership position at the company. Just one week into his training, it was clear he belonged in foodservice.

“I have 20 years in the foodservice industry, and every store I would visit, I couldn’t stop talking about all the opportunities and ideas I had for our kitchens,” he said. “They quickly moved me into the position I currently hold as the food and beverage director.”

Siron is passionate about foodservice and feels fortunate that the company’s owners are on the same page, that they see the importance of investing in Eagle Stop’s foodservice program, which offers an extensive array of options for customers.

Depending on the size of the location, Eagle Stop stores’ menus range from breaded chicken sandwiches, roller grill sausages, freshly made sushi, teriyaki chicken and fried rice, freshly baked biscuits for biscuits and gravy, quarterpound 100% all angus beef bacon cheeseburgers — and now a “stellar pizza program.”

“It is vital that we stay relevant in our offerings,” Siron said. “I want to reinvent what people imagine as typical ‘gas station food.’” cstoredecisions.com

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Foodservice | Best Foodservice Launch Awards

WINNER: Dash In for the foodservice program at its neighborhood stores Dash In’s neighborhood store Of the more than 50 Dash In concept incorporates an open locations throughout Maryland, kitchen in the center of the c-store, Virginia and Delaware, 27 sites curwhere a wide variety of made-torently feature the neighborhood order, fresh and grab-and-go items store concept, with plans to grow are prepared for hungry guests. to 34 by the end of 2021.

Amid the pandemic, the La Plata, “We’re slowly remodeling all our Md.-based chain has continued to legacy Dash In sites and are workreevaluate and upgrade its existing to have them all transitioned ing foodservice offers while adding over to neighborhood stores withhigh-quality, diverse menu items in the next few years,” said Dash In and flavors — sliders, quesadillas, Senior Director of Food, Beverage sandwiches and even seafood — and Retail Programs Barbara Nova. with more in the works.

“At Dash In, we pride ourselves on CStore Decisions is recognizing being a hub for convenient living Dash In with a “Best Foodservice and look forward to continuing to Launch” designation for the food expand and enhance our offerings program at its neighborhood for customers.” stores.

These updated stores add the center-store open kitchen that is a TRANSITIONING LOCATIONS hallmark of the design, along with A family-owned company since an array of made-to-order, fresh 1926, the Wills Group operates and grab-and-go items. And each nearly 300 retail locations across includes specific elements and the Mid-Atlantic region, including food and beverage selections to Splash In ECO Car Wash, SMO reflect the local community.

Motor Fuels and Dash In conveMenu items include salads and nience stores. wraps, sandwiches, sliders, quesa-

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CSTORE DECISIONS •

February 2021

dillas and doughnuts, to name a few, all with a focus on fresh, highquality ingredients.

NEW MENU ITEMS

Innovation is “incredibly important” to today’s customers, Nova said, and Dash In spends a lot of time identifying and capitalizing on new flavor trends as they enter the market before launching new menu items.

And despite the pandemic, 2020 was a busy year for the c-store chain.

“In 2020, Dash In launched quite a number of foodservice innovations,” she said. “We started by reviewing every recipe on our menu and working to refine each item, looking at different breads, sauces and other fresh, high-quality ingredients we could incorporate on our menu.”

For example, as an extension of its commitment to sourcing high-quality products for its menu, all Dash In slider sandwiches — such as its BBQ Pork or its Buffalo cstoredecisions.com

Chicken sliders — now come on King’s Hawaiian buns. The team also upgraded all of Dash In’s cold sandwich recipes and added new sandwiches to the lineup: the Turkey Cucumber Kaiser and the Smoked Ham and Monterey Jack.

Dash In also expanded its quesadilla line by introducing two new varieties: the Pork Carnitas Quesadilla, made with slow-smoked pork shoulder and caramelized onions, and the southwest-style Steak and Cheddar Quesadilla.

The chain’s hot sub line got an upgrade, too.

“We introduced a unique version of a cheesesteak — the Chesapeake Steak and Cheese Sub — which brings a whole new local twist to this menu favorite,” said Nova. “Customers have already been really excited about this menu item in particular.”

2021 has already brought new changes to the Dash In menu with the addition of the Fish & Chips Meal — two crispy, crunchy wild-caught cod fillets and crispy, golden-brown potato wedges — and the Wild Caught Cod Po’boy — two crispy, crunchy wild-caught

cod fillets served with crunchy dill pickles, fresh red onions, house slaw and Dash In’s house-made Sriracha Old Bay remoulade sauce.

And its plans aren’t slowing.

Nova said Dash In has “a number of new items earmarked for launch in the coming months.”

No matter the offer, quality is key.

“We don’t sacrifice taste and flavor here at Dash In,” said Nova.

“Our goal isn’t to make something that is just ‘gas-station’ good but to create recipes that wow guests into saying, ‘Now that’s delicious!’

Dash In is here to show you it’s possible to get flavorful, fresh and quality food at a convenience store.” CSD

cstoredecisions.com February 2021 • CSTORE DECISIONS

41

Foodservice | Coffee

Coffee considerations

During COVID-19 During the worst days of the COVID-19 pandemic, c-store retailers had to get creative to reduce contact points and keep coffee flowing into consumers’ cups.

Marilyn Odesser-Torpey • Associate Editor

When the COVID-19 virus first reared its ugly head in the U.S., reducing the number of places customers had to touch became job No. 1 for convenience store retailers. And, for many of them, that meant changing the way they dispensed self-serve coffee.

To make matters more challenging, requirements often varied by location. One state in which Clark’s Pump-N-Shop operates required full service for beverages; so, in stores with room to accommodate it, the company moved its coffee equipment behind the counter and prepared each cup to order, said Jessica Russell, Clark’s food service director. Five of the company’s 10 locations in that state could accommodate the change.

To streamline the service at these stores, Clark’s downsized the varieties of coffee it offered from three or four choices to one.

“Since the restrictions were lifted in that state, coffee sales in the stores that could not accommodate the relocation of the equipment are rebounding,” she said.

Clark’s operates 68 stores in Kentucky, Ohio, West Virginia and Florida.

FINDING CREATIVE SOLUTIONS

Meanwhile, all 265 GetGo convenience stores in Pennsylvania, Ohio, Indiana, West Virginia and Maryland had to change 42

CSTORE DECISIONS •

February 2021

the way they offered self-serve hot coffee under COVID-19 restrictions. In March, during the initial shutdown, the chain closed the seating in its cafes and suspended self-serve coffee availability.

When the restrictions lightened, GetGo moved all the coffee cups and lids behind the kitchen or register, said Jon Cox, vice president and chief merchant for GetGo. Customers who wanted coffee were given a cup, a lid and a piece of tissue paper to allow them to avoid making direct contact with the self-serve equipment.

Creamers, formerly offered in cold wells, were switched to single-serve containers, and sweeteners and stirrers were individually wrapped. To reduce shrink, coffee was brewed in smaller quantities — one-third of a pot at a time — and more often, Cox explained.

“We created a safe process to enable us to sell coffee and protect our customers; the hardest part was the inconvenience customers experienced having to ask for a cup from behind the counter,” he said. cstoredecisions.com

fast facts: • The COVID-19 pandemic has altered the way many c-store chains sell dispensed self-serve coffee.

• As the pandemic continues, retailers are finding creative solutions, from individually wrapped stirrers to no-touch milk dispensers, minimizing physical touch points.

Foodservice | Coffee

During stay-at-home orders — which ranged from four to 10 weeks in the areas where GetGo operates — lack of commuter traffic hurt coffee and accompanying breakfast business for the chain. Made-toorder coffee drinks available at some

44

CSTORE DECISIONS •

GetGo locations were severely impacted as consumers prepared their own beverages at home or chose to go to drive-through retailers.

Now, cups and lids are back on coffee counters, but for dairy condiments, the company partnered with Good-

February 2021

West in Pennsylvania to introduce a no-touch, GetGo-branded refrigerated machine to dispense milk and half and half. The equipment is cleaned and sanitized multiple times every hour.

“We used to offer five different milks — such as soy and almond and seasonal creamers — and hope to go back to that, particularly for our millennial customers, maybe this summer when the vaccine is widely available and the pandemic under better control,” Cox said.

GetGo’s coffee supplier is also working with the company to provide seasonal flavors in quantities that make sense during the slower volume time.

“We normally would have to run 1,200 cases of a seasonal flavor that we would want to feature as a limited-time offer (LTO),” he said.

“They cut that in half for us.”

The stores are promoting their java with a Coffee Rush program, offering a 99-cent cup between 6 a.m. and 10 a.m. for customers who spend $20 on gas. An Afternoon Rush promotion also offers coffee at half price between 2 p.m. to 4 p.m.

“Hot and cold dispensed are the slowest categories in the stores to rebound from COVID-19 impact,” Cox said.

Fast Break, with many of its 31 convenience stores located in summer travel areas of southern, central and eastern Oregon and northern California, felt more impact on its fountain sales than on its coffee when travel was restricted during the early months of the pandemic. Now that coffee season has arrived, sales are pretty steady.

“We depend on our local customers for the coffee season, and they continue to come back in, besides the ones that prefer a drive-through, which we only offer in one location,” said Oliver Herting, beverage category manager for Fast Break.

To offer maximum variety while minimizing potential virus spread, Fast Break is offering LTO seasonal creamers in individual cups. CSD cstoredecisions.com

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Category Management | Candy

Candy Innovation & Indulgence:

How Sweet It Is! Sales move higher as consumers find comfort in candy, and innovation abounds to satisfy the pandemic-driven sweet tooth.

Thomas Mulloy • Senior Editor

46

CSTORE DECISIONS •

February 2021

While the pandemic has wrought widespread disruption and uncertainty to U.S. consumers for nearly a year, candy lovers are finding refuge in sweet treats, manufacturers are working to find new ways to satisfy them, and retailers are seeing sales like never before.

Chocolate sales in the convenience channel saw a healthy 5.6% increase for the final quarter of 2020, with a 5.1% increase for the 52 weeks ending Dec. 26, 2020, according to data from Nielsen. Numbers for non-chocolate confections were even sweeter, rising 10.6% for the year and 14.2% for the fourth quarter.

Despite — or because of — COVID-19 effects, the candy consumer hasn’t been shy about indulging their sweet tooth.

cstoredecisions.com

Category Management | Candy

Even taking into account an early pandemic-driven dip, candy sales at RaceTrac convenience stores increased in 2020, noted Nikki Loveless, category manager for the chain, which is headquartered in Atlanta and operates 560 convenience stores in Alabama, Georgia, Florida, Louisiana, Mississippi, Texas and Tennessee.

“So while we did see a hit — grand scheme, it was not that bad,” Loveless explained. “We saw a pretty sharp decline in March and early April. But after that, as things started to open back up, we’ve recovered very quickly in candy.”

CELEBRATING WITH CANDY

That jibes with the National Confectioners Association’s (NCA) “Seasonal Confectionery Purchase Decisions,” the last of a three-part series on pandemic candy consumption.

The report revealed that 91% of Americans planned to celebrate the winter holidays with chocolate

and candy, and 80% of Americans intended to purchase as much or more chocolate and candy than normal during the 2020 winter holiday season.

For Newcomb Oil’s Bardstown, Ky.-based Five Star Food Mart stores, candy sales have never been better — literally. Category Manager Tim Young boasted candy sales at the chain’s 87 stores in Kentucky, Indiana and Tennessee turned in a record year in 2020.

“As it relates to total store, candy and snacks were both off the charts,” he said, pointing out an initial drop during Q1 of 2020.

“And then as we started to pick back up in April, then we really got back firing on all cylinders in May and then just had a great, great year.”

Loveless observed that sales in her aisles went hand-in-hand with store traffic.

“That tells us that our guest is still purchasing confections, and that, as traffic continues to pick

back up, so will candy sales,” Loveless said.

Consumers are turning to sweet treats to find comfort amid the pandemic.

“The confectionery category has been resilient in the COVID-19 environment as consumers turn to chocolate and candy to bring a little normalcy to a very unusual and uncertain time,” said Carly Shildhaus, manager of public affairs for the NCA. “Looking ahead, candy’s unique role in emotional well-being will continue to be important for consumers seeking to celebrate the seasons, family traditions and other moments.”

Young broke it down even further, observing that customers want to grab a candy bar and “just take your mind off the madness.”

INNOVATION, AND LOTS OF IT

One thing seems certain: There’s no shortage of confection innovation, especially from the major candy makers. “(Mars Wrigley’s) Skittles Gummies is definitely something I’m very excited about,” said Young. He also pointed to the Snicker’s Peanut Brownie Squares 48

CSTORE DECISIONS •

February 2021

cstoredecisions.com

Candy Sales At A Glance

Customers have been indulging more during lockdowns, and candy has been a go-to choice to satifsy. Non-chocolate confections saw dollar sales soar 10.6% for the 52 weeks ending Dec. 26, 2020, and 14.2% for Q4. Chocolate sales also rallied to the tune of 5.1% growth for the year and a 5.6% bump in Q4, while gum and mints ticked up just 1.7%.

DOLLAR SALES

% CHANGE IN DOLLAR SALES VS. PREVIOUS YEAR

SEGMENT

1 year ago: 52-week period ending 12/28/19

Latest 52-week period ending 12/26/20

Q4 2020 (ending 12/26/20)

1 year ago: 52-week period ending 12/28/19

Latest 52-week period ending 12/26/20

Q4 2020 (ending 12/26/20)

Gum & Mints

$5.54 B

$5.62 B

$1.36 B

2.0%

1.5%

1.7%

Chocolate

$2.52 B

$2.65 B

$650 M

1.9%

5.1%

5.6%

Non-Chocolate Confections

$1.83 B

$2.02 B

$489 M

2.8%

10.6%

14.2%

Source: Nielsen Total U.S. Convenience data for the 52 weeks ending Dec. 26, 2020

that launched in December.

“Hershey is also coming out with a lot of innovation as it relates to leading with the core brand of Reese’s Cup,” Young said. “They’ll have in early ‘21 a Reese’s Cup that’ll have potato chips inside.”

Indeed, The Hershey Co. reported that Reese’s Big Cups with Chips will be available for a limited time only, beginning in March of this year.

Loveless agreed that innovation is booming, adding she expects sales of the Reese’s line to do well this year given the recent and pending additions to the product set. Hershey introduced Reese’s Big Cups with Pretzels, which features peanut butter cups stuffed with pretzels, in November, and it hit store shelves at RaceTrac in December. cstoredecisions.com

“That’s already performing extremely well for us,” Loveless said.

Hershey, she said, is also doing a lot to bolster some of its legacy brands, putting advertising dollars behind its new products as well as refreshing longtime classics. In January, it launched its Whozeewhatzit bar — the Whatchamacallit brand’s first new bar in a decade. It features a peanut butter crème layer and rice crisps, covered in chocolate.

Loveless is also optimistic about the new Kit-Kat Duos Mocha that’s a follow-up to last year’s Kit-Kat Duos Mint. “And I think they did very, very well with that item,” said Loveless. “So I hope to see the Mocha extension do just as well.”

Even with new products for consumers to get excited about, it’s

still essential that retailers stay on top of in-store merchandising.

“We’ve got our first four-foot section when you walk into the candy aisle. It’s really like the CandyRific higher-priced novelty surprise-and-delight-type items, and some of our premium chocolate items,” said Young. That means there’s something to draw the entire family into the candy aisle.

“The more you can put that highimpulse item in front of the guest’s eye, the more you’re going to sell,” advised Race Trac’s Loveless. “Very few people stop at a convenience store to purchase a candy bar. It’s how you entice that guest once they’re on the lot to convert them into a confection user.” CSD

fast facts: • Consumers find comfort in treating themselves with candy.

• Manufacturers are innovating by mixing new twists with legacy items.

• Annual data shows chocolate up 5.1%, confections up 10.6% for 2020, per Nielsen.

February 2021 • CSTORE DECISIONS

49

Category Management | Tobacco

OTP & Vape Thrive Despite Obstacles Cigars, vape and modified risk tobacco products overcome supply disruptions, regulations and pandemic lockdowns to maintain growth, find new markets and even see flavor innovation.

Thomas Mulloy • Senior Editor

While flavor bans and supply disruptions caused logistical headaches for retailers in the tobacco category, demand for cigars, vape and modified risk tobacco products (MRTP) chugged along in 2020, lifted by pandemic stay-at-home orders and cross-product consumers.

Tobacco as a category steamed along at a healthy 4.2% rise in dollar sales for the 52 weeks ending Dec. 26, 2020, according to global measurement and data analytics company Nielsen. While the pandemic may have depressed the economy as a whole, stay-at-home orders and more people working from home meant smokers could light up with fewer restrictions.

And many of those smokers were opting to light cigars. Cigar dollar sales were up 9.2% for the 52 weeks ending Dec. 26, 2020, according to Nielsen data, closing out the year up 7.4% for Q4 2020. But the cigar category has also faced challenges.

“The main issue with cigars is supply,” said Beth Reina, director of marketing for Loop Neighborhood markets with more than 30 locations throughout Southern California, the Bay Area and Sacramento. “If they can get that in check, then I think we will see an uptick this year.”

COVID-19 restrictions have placed many cigar products on allocation or suspension of manufacture altogether, making it harder for retailers to stock what customers prefer. cstoredecisions.com

February 2021 • CSTORE DECISIONS

51

Category Management | Tobacco

“Many manufacturers are limited to operating at 50% capacity to comply with government COVID-19 policies and regulations,” explained Jeremy Weiner, category director of cigars and premium products with Smoker Friendly, which operates 157 stores across Colorado, Wyoming, Montana, Nebraska and Florida.

The result is a priority to fill orders for established products in greatest demand. Michelle Signorelli, category manager at Atlanta-based Race Trac with 560 convenience store locations in Alabama, Georgia, Florida, Louisiana, Mississippi, Texas and Tennessee, noted it’s that very supply disruption that puts new products on the back burner.

“A lot of that innovation in a lot of different capacities either is going to be stunted a bit, available later in the year or just not available period, depending on the manufacturer,” Signorelli explained. “Which is disappointing. But they’re focusing on keeping their top SKUs in stock.”

While that production declined, demand rose, she added. That left manufacturers confronting supply

depletion much more quickly. Laborintensive products like natural-leaf and hand-rolled cigars, especially, bore the brunt of those pandemic slowdowns.

REGULATORY UNCERTAINTY CONTINUES

Supply disruption aside, retailers remain challenged by inconsistent state and local regulations that present logistical and competitive challenges, especially near jurisdictional borders.

“My concern for the domestic cigar category is flavor bans that are starting to take place at county and city level,” said Weiner. “This puts retail locations at a competitive disadvantage if consumers can drive 15 minutes to find the (banned) products that they want.”

Despite the petition drive to place California’s flavor ban (SB 793) on a popular ballot — for the time being, delaying its enactment — local bans continue to stymie retailers that operate in that state.

“We got a reprieve from SB 793, but being in California, there are so many

local regulations,” noted Loop’s Reina. “About 36% of our stores are under some sort of ban — flavor ban, menthol ban and even outright no vape products — both tobacco and menthol.”

Still, the demand for flavored cigars drives manufacturers to produce even more flavor options. Weiner ran off a list of new products he’s seeing.

“Swedish Match has Game Leaf Black Cherry. White Owl Duos Coconut and Rum two-pack contains one rum and one coconut cigarillo in each pack. There’s White Owl Swirl that has a chocolate-vanilla flavor,” he said. “ITG has New Dutch (by Dutch Masters) Leaf Cigarillos available in Ripe Berry, Pure Tobacco and Real Sweet. Backwoods will have a limited-time offer of Wild Rum. Swisher will have some limited-time offers of flavors that were released in prior years.”

E-CIGS IN THE DRIVER’S SEAT

E-cigarettes continue to drive the tobacco alternatives segment, according to Nielsen data, though

other tobacco products thriving

Smokeless tobacco led other tobacco product (OTP) sales with $7.25 billion in 2020, rising at an 8.9% clip, eclipsed by cigars’ growth of 9.2% for the year. E-cigs held their own with 4.1% growth for the year after a huge 2019 that saw a 69.0% increase.

Tobacco combination packs — loose tobacco packaged with wrappers — outdistanced all OTP growth with a 37.4% rise in 2020.

DOLLAR SALES

SEGMENT

1-YEAR % CHANGE

1 year ago: 52-week period ending 12/28/19

Latest 52-week period ending 12/26/20

Q4 2020 (ending 12/26/20)

1 year ago: 52-week period ending 12/28/19

Latest 52-week period ending 12/26/20

Q4 2020 (ending 12/26/20)

Tobacco

$61.3 B

$63.8 B

$15.8 B

-1.4%

4.2%

4.5%

Cigars

$3.16 B

$3.45 B

$852 M

-1.3%

9.2%

7.4%

Smokeless Tobacco

$6.66 B

$7.25 B

$1.84 B

4.6%

8.9%

7.7%

Tobacco Combination Packs

$9.82 M

$13.5 M

$3.40 M

-2.9%

37.4%

26.0%

Tobacco Alternatives

$3.73 B

$3.89 B

$983 M

68.3%

4.1%

5.4%

Tobacco Alternatives Non-Vapor

$11.6 M

$11.1 M

$2.46 M

-26.7%

-4.3%

-22.0%

Electronic Cigarettes

$3.72 B

$3.87 B

$981 M

69.0%

4.1%

5.5%

Source: Nielsen Total U.S. Convenience data for the 52 weeks ending Dec. 26, 2020

52

CSTORE DECISIONS •

February 2021

cstoredecisions.com

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Category Management | Tobacco

at a significantly reduced pace than they did in 2019. E-cigarette dollar sales saw a 4.1% rise for the 52 weeks ending Dec. 26, 2020. But that was nowhere near the 69% increase in dollar sales for the previous 52 weeks ending Dec. 28, 2019.

Signorelli is optimistic about vape manufacturers and the future of the growing product segment. She’s hopeful that some of the stronger products will clear the Food and Drug Administration’s (FDA) PreMarket Tobacco Application (PMTA) process.

“2021 will be interesting, depending on what shakes out with the PMTA,” she said. “I know a lot of the top manufactures are getting some good feelings from the FDA as far as

54

CSTORE DECISIONS •

when they’ll hear back about their submissions.”

Still, other options may pick up steam, as well.

“I believe that other forms of nicotine delivery will continue to gain traction,” said Reina. “We brought in ZYN (nicotine pouches) years ago, and it continues to grow year over year.”

When it comes to smokeless options, whether due to workplace restrictions or social motivations, some consumers are choosing more than one product to get their nicotine.

RaceTrac’s Signorelli advised that retailers will see more of that ‘poly’ consumer — choosing smokeless tobacco along with nicotine pouches. That’s boosted nicotine pouch sales. CSD

February 2021

fast facts: • Tobacco dollar sales as a whole rose 4.2% in 2020, per Nielsen data.

• Despite flavor bans, cigarillos are seeing active flavor and packaging innovation.

• When smokeless tobacco users can’t dip, they’ll switch to nicotine pouches for work and social occasions.

cstoredecisions.com

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Operations | Best Store Design Awards

Best Store Design Awards CStore Decisions recognizes two c-store chains standing out with superior design updates.

Erin Del Conte • Executive Editor

WINNER: D avis Oil for its flagship ‘C-Store’ convenience store design in Battle Creek, Mich.

After decades of serving customers, most legacy c-stores need a refresh. When the time came to raze-and-rebuild its Emmett Street C-Store convenience store in Battle Creek, Mich., Jon Davis, co-president of Davis Oil, sought a clean, modern design that incorporated new departments, as well as an updated logo. Embarking on a rebuild can bring challenges in any year, but a full store makeover in the middle of a pandemic brings its own obstacles.

CStore Decisions is recognizing Davis Oil with a “Best Store Design Award” designation for its flagship Emmett Street C-Store, which opened to the public in November 2020 and includes a kitchen area and beer cave, along with a modern industrial design.

Brothers Jon Davis and Ben Davis, presidents of Davis Oil, have taken the helm of the company after their father, James Davis, retired at the end of 2020. They’re already putting their stamp on the brand with an updated store design.

56

CSTORE DECISIONS •

February 2021

LEGACY REFRESH

Headquartered in Battle Creek, Mich., Davis Oil is a third-generation family-owned company with 20 c-stores in Michigan that operate under the ‘C-Store’ banner. Founder Richard Davis started the company in 1966, and his son James later took the helm. In 1980, Davis Oil was one of the first in its area to convert its gas stations to a convenience store model.

cstoredecisions.com

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• Collecting and effectively implementing data are two crucial steps in creating a loyalty program personalized to each customer.

James Davis retired in late 2020. His sons, Jon Davis and Ben Davis, lead the company today as co-presidents. With new leadership steering the ship, it was time to create a new look and feel, allowing the third generation to put their stamp on the business through a modern design.

The Emmett Street location proved an ideal starting point as it was an older, smaller store in need of a refresh.

“This was a location that was a little beaten up, but it was always one that meant a lot to us, so we figured, OK, it’s time for us to start rebuilding this,” said Jon Davis.

From start to finish, the project took 15 months due to disruptions by the COVID-19 pandemic, which halted construction in March. But the unexpected delays ended up being a blessing in disguise.

“The delay due to COVID turned out to be a blessing because I was able to pump the brakes on the project and relook at the entire scope. The overall design just wasn’t sitting well with me, and at the 11th hour, I brought in a design firm, Paragon Solutions.” Davis said. cstoredecisions.com

February 2021 • CSTORE DECISIONS

57

Operations | Best Store Design Awards

“I feel like (Paragon) saved the project. The image ended up being exactly what I had envisioned for the store and our brand,” Davis added.

Davis Oil’s biggest goal with the design was to eliminate “in-your-face” graphics and bright colors in favor of a clean, open look and feel that still “popped.”

When the store opened its doors in November, customers were greeted by a modern industrial design that is carried from the exterior to the interior.

Outside, big windows offer an unobstructed view into the store, and silver gooseneck light fixtures along a blue fence offer an added touch. All lighting was converted to LEDs to ensure the store appears bright and open. Wood accents bring warmth and balance the space from the entryway to the cabinets below the dispensed beverage section.

The color scheme includes light blue, blacks and grays. Inside, white painted brick with pops of blue create the desired clean, modern look. Industrial elements like stretched metal and corrugated metal panels, and pops of red in graphics and lighting helped polish the design.

Pictured above is the Emmett Street store before its raze-andrebuild. Now the new store exterior features big windows, a wood facade around the entryway and clear store branding.

58

CSTORE DECISIONS •

February 2021

“Every little element pops, but again, it’s not ‘in your face,’ it just seems welcoming,” Davis said.

ROLLING WITH THE CHANGES

The project took on a different shape than originally planned.

In order to expand the store, Davis Oil had purchased the property next door, but was still struggling to incorporate all of the elements.

“Even though I wanted to incorporate a kitchen into the design, I just didn’t think we had the room,” Davis said.

But Paragon Solutions reworked the design in order to fit a kitchen and beer cave, and still achieve the open feel Davis wanted. The new store is 3,500 square feet, compared to the previous 2,000-squarefoot store.

The previous store’s layout created space challenges on the sales floor, and customers would often bump into merchandise when they entered the store due to the close quarters.

“It was an old service station, and the majority of the space wasn’t used on the sales floor,” Davis said.

“We wanted the feel of just coming in and having freedom to choose where you go and be able to see (the whole store). Now, right when you walk in, the layout is open, and you can see the coolers. You can see where the fountain is. You can locate everything.”

Today, the store features a smoothie machine and a bean-to-cup coffee area that stands out as a destination within the store. The previous site didn’t offer foodservice, so adding the small kitchen proved a welcomed change. The foodservice station features both prepared foods and grab-and-go meals, along with TV menu boards that feature its pizza, chicken and breakfast burrito offering.

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Operations | Best Store Design Awards

Davis Oil removed some cooler doors to better fit the beer cave, as well as an open-air craft beer cooler that sits right outside the beer cave to meet a growing demand for craft beer offerings in the neighborhood.

“We’ve only been open for maybe four weeks, but (beer sales) are picking up quick,” Davis said.

Davis Oil also wanted the design to reflect who it is as a chain and how it’s rooted in the community.

The chain used the slogan “your local spot,” even including the phrase on the wall of the c-store in various areas, including above the cooler doors.

“We’ve always been known as that local c-store that the community uses instead of a big highway location, so we embraced who we are, and I think that slogan kind of brought it home for us,” Davis said.

Davis said he made it clear his top priority was “clean, clean, clean” design. As part of that direction, he eliminated labeling above various segments — like the word “beer” above the beer cave. The cooler section received a complete makeover to give it a simplified appearance.

LOGO MAKEOVER

As a self-described “marketing person,” Davis struggled with the decision whether to rebrand the chain under a new banner name or continue to call the convenience stores ‘C-Store.’

Along with the new store design, Davis Oil revamped its logo to feature a cleaner, more modern design.

60

CSTORE DECISIONS •

February 2021

“When my grandpa came up with the name ‘CStore’ 50-some years ago, it was creative,” Davis said. But the Davis brothers wrestled with whether it was too generic a name heading into 2021. In the end, they decided to continue with their tried-andtrue banner name.

“In our local towns, when people speak of the c-store, they speak of us. And it’s hard to beat 55 years of established branding; and after all, I embraced it,” he said.

The chain did tweak the logo to give it a modern feel, and it’s now rolling the updated logo out to all 20 of its locations.

LOOKING AHEAD

“This is the first of hopefully many refreshes that we’re going to continue to do,” Davis said.

Already, Davis Oil is set to open another location using the same prototype design in a 4,000-squarefoot space in 2021. It expects to incorporate elements of the design into all stores. The ‘your local spot’ slogan graphics, for example, will roll out to all locations.

Davis Oil plans to do a complete rebuild of one store per year over the next five years. Stores on the list for a rebuild will get an immediate “branding light” refresh as they wait for their full razeand-rebuild. Newer sites that aren’t scheduled for a raze-and-rebuild will be getting a full rebrand to incorporate the new logo, graphics and design.

As for customers and employees, “They’ve been blown away with the design. It’s night and day from what the store was. It’s been nothing but positive feedback,” Davis said. “The positivity that’s going on around our company as a whole is at an all-time high.” CSD cstoredecisions.com

The National Advisory Group (NAG) is an association driven by convenience store retailers for retailers. It is an organization committed to building profits and relationships for all of our members. NAG is aimed at small, mid-sized and family-owned convenience chains and the executives that run them.

NAG’s role in the industry is unquestioned.

NAG remains an organization that is fully committed to its members, promotes relationships, networking, intimacy and, most importantly, executable ideas and takeaways.

For additional information, contact John Lofstock at jlofstock@wtwhmedia.com or info@nagconvenience.com.

Operations | Best Store Design Awards

WINNER: Tri Star Energy for its Twice Daily/ White Bison Coffee integrated concept

In 2020, Tri Star Energy introduced a refreshed look for its Twice Daily/White Bison Coffee integrated stores. By increasing the prominence of the White Bison Coffee area, the concept now features more balance between the Twice Daily c-store section and the White Bison Coffee café, while providing a cohesive layout with a natural flow and a warm, welcoming feel for customers. What’s more, the revamped design includes a drive-through window and cutting-edge technology.

CStore Decisions is recognizing Tri Star Energy with a “Best Store Design Award” designation for its redesign of this integrated concept. The new design sends a message that Nashville, Tenn.-based Twice Daily is a food-focused establishment with high-quality fare.

FULL FACELIFT

“The concept for White Bison Coffee started about five years ago as a need and desire to increase instore traffic and food and beverage sales,” said Dawn Boulanger, vice president of marketing for Tri Star Energy, which is the parent company of both White Bison Coffee and Twice Daily convenience stores. Tri Star currently operates 61 Twice Daily convenience stores, of which 12 are integrated with White Bison Coffee. White Bison Coffee also operates two standalone locations in Nashville.

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CSTORE DECISIONS •

February 2021

Tri Star began the redesign of the concept in 2019. In September of 2020, Twice Daily celebrated the grand opening of the first two new-builds featuring the revamped look — one in Arrington, Tenn., and one in La Vergne, Tenn. Shortly after, a third store featuring the new design opened in Athens, Ala. All three new locations measure 4,800 square feet.

As part of the design, the exterior of the building received a facelift.

Pergolas were added to the White Bison Coffee side of the stores, allowing customers a place to enjoy their beverages outside. The exterior also features a bison mural.

“From a street-view standpoint, White Bison Coffee is more prominent on the exterior than it has been in the past,” Boulanger said.

The White Bison Coffee side of the store also now features a drive-through window, which Boulanger noted is an important feature for one-stop shopping.

“The drive-through is strictly for White Bison Coffee items, not convenience store items found in Twice Daily,” Boulanger pointed out.

New technology was also integrated into the refreshed design, including upgraded kitchen systems and headsets that allow for a better customer experience.

“We now include a restaurant-type feature, where hosts guide guests through the foodservice experience or help guests find certain items they’re searching for. It’s a differentiator in customer service from other convenience stores,” Boulanger said.

A window between the White Bison Coffee barista line and the kitchen line highlights food preparation for guests. Customers can also enjoy high-speed internet while seated in the indoor dining section.

“The interior look and feel more strongly support that we’re focused on foodservice, and we’re a legitimate foodservice player,” Boulanger said. “When guests walk in the store now, the layout flows better and is more cohesive, while making White Bison Coffee more prominent.” cstoredecisions.com

ON THE MENU

In conjunction with the new design, Twice Daily and White Bison Coffee introduced new menu items.

“White Bison Coffee menu items are slightly more premium than the Twice Daily food offers,” Boulanger explained. “There is an extensive breakfast sandwich line. Salads and snack boxes are offered as on-the-go lunches, but the food menu is driven primarily around the breakfast daypart.”

The stores featuring the new design provide elevated offerings included sausage, egg and cheddar ciabatta; ham, egg and Swiss avocado pretzel; and avocado bagel breakfast sandwiches.

Meanwhile on the Twice Daily side, foodservice has been driven by a freshly prepared hot sandwich line and a cold grab-and-go offer.

“Typically, freshly prepared hot food ended by the afternoon. However, with the new store design, food hours have been extended,” she said.

Tri Star Energy plans to continue building Twice Daily and White Bison Coffee integrated convenience stores using the latest design.

Alabama, where the Twice Daily currently operates two locations, will continue to be an area of growth for the chain.

The drive-through will be a key element for the White Bison Coffee and Twice Daily integrated locations. Where a drive-through isn’t possible, the site will open only as a Twice Daily, Boulanger noted. “We will continue to tweak the exterior look of the stores, as well.” CSD

cstoredecisions.com February 2021 • CSTORE DECISIONS

63

Technology | Loyalty

Loyalty Lessons Last year brought tests and opportunities for c-store loyalty programs as COVID-19 reinforced the value of personalized attention for customers.

Anne Baye Ericksen • Contributing Editor

The first year of Casey’s Rewards customer loyalty program didn’t go according to plan.

“We had a great January and February, and then COVID hit,” said Art Sebastian, vice president of digital experience for Casey’s General Stores, headquartered in Ankeny, Iowa.

No one at that time could foresee the impact the novel coronavirus would unleash on convenience stores, but conditions actually presented the chain of 2,300 sites a unique opportunity to test its ability to attract customers to the program during a time when casual shopping was depressed.

Casey’s Rewards members were invited to join frequent-purchase clubs to earn bonus items and play a sweepstakes game on its mobile app to win free merchandise.

“That added value and engagement drove traffic into the stores,” said Sebastian.

In fact, Casey’s Rewards surpassed 3 million members in its first year.

Casey’s wasn’t the only c-store chain promoting a new rewards program during a pandemic.

Louisville, Ky.-based Thorntons, with more than 200 stores in six states, launched a rebuilt Refreshing Rewards loyalty program in early 2020, incorporating new features such as age-restricted offers.

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CSTORE DECISIONS •

February 2021

cstoredecisions.com

The addition of a digital banner ad space enabled the company to communicate new safety protocols directly with members.

“In response to our current COVID environment, we added safety-awareness digital banners that link to our CEO Simon Richards’ letter to the community, outlining the countless ways we keep our team members and guests safe,” said Annie Boone, manager of digital marketing for Thorntons.

By July, Refreshing Rewards began accepting new memberships via text message as a means to grow customer connections while minimizing contact. And as an enticement, new members received 15 cents off per gallon of fuel.

“We are currently in the process of creating a BOPIS (buy online, pick up in-store) option that will be available in the Refreshing Rewards app, as well, in 2021,” said Boone.

THE PUSH FOR PERSONALIZATION

COVID-19 isn’t the only factor influencing loyalty programs lately. Well before lockdowns, the trend toward personalizing offers was firmly established. According cstoredecisions.com

February 2021 • CSTORE DECISIONS

65

Technology | Loyalty

fast facts: to “The Loyalty Report 2020” by Bond, nearly two-thirds of consumers are willing to modify their spending habits to earn maximum loyalty points; but campaigns promoting rewards reflecting personal spending patterns had a 6.4-times greater lift. Bond also reported people are eight times more likely to commit to specific shopping trips if a loyalty offer is considered relevant to their needs or indulgence spending.

A recent survey by the National Association of Convenience Stores (NACS) in conjunction with loyalty and engagement platform Punchh found 85% of c-store owners and operators acknowledge that personalizing loyalty programs is extremely important, but it also shows that only a minority of c-stores currently execute on it. The research reveals 15% of stores still use punch cards, and only 14% solicit loyalty through mobile apps.

“Regardless of their size, finding ways to capture information about shopper behavior is increasingly important. Retailers need to explore ways to build their digital presence so that they can connect with shoppers long before they are inside their store,” said Lori Buss Stillman, NACS vice president, research.

Using data to understand people’s purchase preferences can also help advertise new products. “Forbes” reported repeat customers are 50% more likely to try a

All About the Experience

More than three-fourths of loyalty program members cite experience as a key driver for engagement, but not all drivers deliver equally.

Recognition and support

12%

Personal relevance

12%

Ease and enjoyment

12%

Brand alignment

10%

Data usage and trust

10%

Communications

8%

Digital

8%

Meets needs

4%

Source: Bond’s “The Loyalty Report 2020,” retrieved Dec. 16, 2020

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CSTORE DECISIONS •

February 2021

• 85% of c-store owners and operators believe personalizing loyalty programs is extremely important.

• People are eight times more likely to shop if the reward is considered relevant.

• 15% of c-stores still use punch cards for loyalty points.

new product — or promote similar items.

“We know based off of our data insights consumers who behave as habitually morning shoppers.

While it’s nice to reward them with morning-like products, we also try to entice them with a higher reward item to get them to change their behavior and visit us during other dayparts,” said Nathan Arnold, director of marketing for Englefield Inc., based in Heath, Ohio. “By utilizing email and push notifications, we are able to communicate to our members and provide them customized offers.”

Englefield runs the Duchess Crown Card program at its 119 Duchess Shoppe c-stores.

Casey’s Sebastian noted personalizing rewards is at the top of his priority list for 2021.

“Many (rewards programs) have the standard ‘earn a hot dog, doughnut or fountain soda,’ but there’s not a lot of choice in that,” Sebastian said.

“What if I don’t want a hot dog or soda? There’s no way for me to participate. We want to make the choices interesting.”

“Being tailored, strategic and relevant is what is required to bring offer personalization to life in 2021 and beyond,” advised NACS’ Buss Stillman. CSD cstoredecisions.com

CStoreDecisions.com is geared toward C-Store retailers, convenience store suppliers, and distributors looking to stay abreast of industry trends, new product offerings and category management best practices.

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PRODUCTShowcase

LTO Buffalo Chicken Pizza Hunt Brothers Pizza is kicking off the new year with the return of its popular limited-time offer Buffalo Chicken Pizza. Beginning Jan. 18, and for a limited time, store partners can offer this specialty pizza to entice both frequent and new customers to visit their stores to enjoy a flavor-favorite. Buffalo Chicken Pizza features Hunt Brothers Pizza’s original crust topped with a mixture of ranch dressing and buffalo wing sauce, a blend of 100% natural part-skim mozzarella and Monterey Jack cheeses, and a generous portion of 100% all-natural chicken breast. The finishing touch is a sprinkling of the company’s signature Just Rite Spice.

Hunt Brothers Pizza

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Cookies and Cream Collaboration Serendipity Brands announced its latest investor and now co-owner, Selena Gomez. The partnership kicked off with the launch of the super-premium ice cream brand’s newest flavor, Cookies & Cream Remix, inspired by global music phenomenon BLACKPINK and Selena Gomez’s latest single, “Ice Cream.” Cookies & Cream Remix is made with pink vanilla ice cream, crunchy cookie bites and swirling gobs of gooey fudge.

Serendipity Brands

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Belgian-Inspired Sweet Treat Prairie City Bakery’s Sweet Walkin’ Wafel Drizzled Delights are inspired

by Belgium’s most beloved streetcart treat, made the traditional Liège way, with caramelized pearl sugar and a rich, brioche batter. Each waffle is drizzled with sweet icing and topped with colorful confetti sprinkles, making them perfect for customers looking to reward themselves with a sweet treat. Available in three flavors: Birthday Cake, Caramel Smoothie and Dark & Chocolatey.

Prairie City Bakery

Food Order Pickup Lockers Welbilt Inc. has entered into a worldwide licensing partnership with Apex Supply Chain Technologies to manufacture and distribute the FlowThru 10,000 line of food order pickup lockers under the company’s Merco brand. The food order pickup solution can be integrated into an existing digital ecosystem, providing deeper data and analytics to improve planning and efficiency. Apex self-serve order pickup solutions have helped make food pickup easy, contactless and convenient. The Apex Cloud platform handles millions of transactions daily, while offering valuable data insights to help restaurants operate more efficiently across multiple locations.

Welbilt Inc.

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February 2021 • CSTORE DECISIONS

69

PRODUCTShowcase

Gummy Candy New Skittles Gummies are an exciting, pop-able gummy candy sure to satisfy cravings with a burst of fruit flavor.

Available in the Original Five Fruity Flavors and Wild Berry varieties, Skittles Gummies offer the same intense fruit flavors you know and love in a delicious, innovative gummy form.

Skittles Gummies will be available at retailers nationwide Spring 2021 in peg bags and sharing-size stand-up pouches.

Mars Inc.

www.mars.com

Fruit and Nut Snack Mix Jumbo Kippered Beef Steak Snacks Old Trapper is catering to Americans’ love of beef this season with its line of Jumbo Kippered Beef Steak snacks, available in three flavors — Old Fashioned, Peppered and Teriyaki. The latest addition to the Old Trapper lineup starts with thick strips of lean beef.

The meat is then seasoned with the company’s own blend of spices and fresh ground pepper. As the finishing touch, the steak strips are smoked with real wood, resulting in steak so good, consumers will want to serve up a side of potatoes with it. Available in both individual packs and 12-pack boxes.

Old Trapper Smoked Products www.oldtrapper.com 70

CSTORE DECISIONS •

Developed with the flavor-seeker in mind, Ocean Spray Craveology Fruit and Nut Snack Mix will be available in three variations — Spicy Coconut Curry, Vanilla Chai and Tuscan Herb — aimed to bring consumers a snacking experience from different cuisines and cultures. Using a unique mix of spices and seasonings, Craveology features a mix of walnuts, pecans, roasted peanuts, roasted pumpkin seeds and roasted almonds, as well as the iconic Ocean Spray cranberry superfruit. Each serving of Craveology features three to six grams of protein with no artificial colors, flavors or preservatives.

Ocean Spray

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Sumo Citrus Grown by experts with over a decade of experience, Sumo Citrus originated in Japan in the 1970s where it became known as the “dekopon” in reference to its distinctive top knot.

Since then, passionate growers in California have dedicated decades to perfecting the fruit in the U.S. Known for its unmatched sweetness and texture, Sumo Citrus is enormous, easy to peel, seedless and not messy. Each Sumo Citrus packs 163% of your recommended daily amount of Vitamin C along with three grams of dietary fiber.

Sumo Citrus

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PRODUCTShowcase

Functional Dairy Snacks Babybel will introduce a new range of functional dairy snacks, available in two varieties. Babybel Plus+ Probiotic contains billions of live and active cultures of the LGG probiotics strain, while Babybel Plus+ Vitamins provides a good source of Vitamins A and B12. Like all Babybel products, Babybel Plus+ also contains no artificial preservatives, colors or flavors. Available in six-count packages, Babybel Plus+ Probiotic and Babybel Plus+ Vitamins will be available nationwide starting February 2021 for a suggested retail price of $4.49.

The Bel Group

www.belbrandsusa.com

E-Liquid Brand Four Seasons e-liquids are designed to withstand flavor bans by being what they are and no more — pure, authentic tobacco flavors. Its flavors are all made from naturally extracted tobacco, with no artificial flavors, colors, additives or sweeteners. Four Seasons’ products are Premarket Tobacco Product Application (PMTA) accepted and branded in the most straightforward way possible, targeting mature adult vapers. The responsible packaging completely removes the guesswork from selecting the flavor profile, so that consumers are left with a clear choice of their preferred tobacco blend.

Four Seasons

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Thirst-Quenching Energy Drink XL After, the newest addition to the XL portfolio, is now available in the U.S. nationwide. XL After, a product for people living in the fast lane, is made to quench thirst after an eventful night.

It contains extracts of ginseng and aloe vera, which are known for their regenerating properties. XL After is available through various distributors and wholesalers and DSD throughout the U.S.

Coffee Ice Cream Doughnut The newest addition to the Klondike Donuts family, Klondike Wake Me Up Coffee combines the magic of Klondike bars with the deliciousness of your favorite doughnut. Each sweet and decadent Klondike Wake Me Up Coffee Donut features a dark chocolate hard shell with a white confectionary drizzle and a robust frozen coffee flavor made with 100% Arabica Colombian coffee. Wake Me Up Coffee joins existing Klondike Donuts flavors Boston Cream, Triple Chocolate and Frosted Strawberry. Each box has six individually wrapped frozen treats, with a suggested retail price of $3.49.

Unilever

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17

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54

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13

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29

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11, 75, 76

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Regional 55

Cover Tip, 34-35

The National Advisory Group (NAG) is an association driven by convenience store retailers for retailers. It is an organization committed to building profits and relationships for all of our members. NAG is aimed at small, mid-sized and family-owned convenience chains and the executives that run them.

NAG’s role in the industry is unquestioned.

NAG remains an organization that is fully committed to its members, promotes relationships, networking, intimacy and, most importantly, executable ideas and takeaways.

For additional information, contact John Lofstock at jlofstock@wtwhmedia.com or info@nagconvenience.com.

cstoredecisions.com

February 2021 • CSTORE DECISIONS

73

IndustryPerspective

Where Does

Foodservice Go From Here?

Trends from Tennessee to Northern Ireland could hold clues to what’s ahead for foodservice at U.S. c-stores.

Frank Beard • Director Safe Shop/Special Projects

Remember when bean-to-cup coffee was the hot new trend?

Five years ago, while visiting a Ricker’s convenience store in Indiana (later acquired by Giant Eagle’s GetGo), my attention was drawn to a row of bean-to-cup machines gleaming from underneath a sign about fresh-brewed coffee. It wasn’t every day that you encountered that kind of equipment at a c-store. It was exciting and different. Indeed, the company even boasted that they sold fresher coffee than Starbucks.

Fast-forward to the present, and numerous chains now feature beanto-cup equipment. C-store retailers often position it alongside the cappuccino dispensers and creamers as opposed to treating it as a focal point within the store.

I wonder if a similar trend is playing out with prepared foodservice.

It’s no longer unique to see turkey wraps or breakfast croissants for sale at c-stores. As more retailers decide foodservice is the path to higher margins and rely less on “smokes and Cokes,” many menu items have become as ubiquitous as roller grill hot dogs.

So, where do retailers go from here? As I look to 2021 and beyond, I suspect more outlier brands will begin to offer answers to this question.

Let’s examine a few that stand out.

COFFEE OUTLIERS

The experience of getting coffee at a c-store is typically the same as 74

CSTORE DECISIONS •

that for fountain drinks and slushies.

Approach the countertop, grab a disposable cup and dispense your beverage of choice. Some brands are beginning to rethink this approach.

As featured in this month’s design awards on p. 62, Nashville-based Twice Daily took a unique approach with its White Bison brand. When I tell folks outside the industry it’s possible to order single-origin pour overs from a gas station, I’m often met with looks of disbelief. Thirdwave coffee — a premium coffee ‘experience’ with an emphasis on origin, flavor notes and manual brewing methods — isn’t exactly associated with fuel canopies. From the upscale equipment to the distinct and highend atmosphere, White Bison is a powerful differentiator that makes an impression upon its customers.

Vantage Fuels is an outlier in the Australian market. After “Vantage Cafe” didn’t resonate with consumers — they’re not far from Melbourne, the epicenter of the Australian coffee scene, after all — it rebranded and designed the stores to resemble upscale cafes. Each location has a unique layout and design.

FOODSERVICE OUTLIERS

While I believe a touchscreenbased, made-to-order menu is still a strong differentiator in the c-store industry — I’m a Sheetz Freak through and through — I now pay a lot of attention to what’s happening in

February 2021

Northern Ireland. I think that market may offer some clues about where food-forward retailers in the U.S. are headed.

Simply put: Northern Ireland convenience retailers are the global outliers in selling fresh food for today. Many stores resemble upscale fast-casual restaurants with a focus on proprietary, “homemade” readymeals and sides. A prime example is Moran’s of Derry, Northern Ireland.

Last year, I collaborated on the report, “The Shape of Food Retailing in the New Normal 3, What Convenience Retailers Can Learn From The UK and Ireland,” with Scott Annan, founder of the London-based Independent Retailer Owner’s Forum (IROF) and Dev Dhillon of France-based Sodexo, that examines this trend. According to data from members of IROF, share of in-store sales for fresh food and coffee ranges from 40-75%.

Tobacco often represents less than 10% of in-store sales as retailers are rewarded for a robust offer that appeals to all customers.

MOVING FORWARD

As we exit the upheaval of 2020 and settle into a new sense of normalcy, now is a good time to be on the lookout for inspiration and new ideas in foodservice. I have no doubt that the next few years will see new ideas emerge and continue to redefine the public’s perception of “gas station food.”

cstoredecisions.com

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A NEW VISION FOR YOUR SUCCESS. Swisher offers you a full lineup of products to meet every adult consumer’s unique preferences. Our businesses give you focused expertise, product knowledge, and new growth opportunities across every category and segment. Contact your Swisher sales representative today to get data-driven insights and the products you need to drive your business success.

SWISHER.COM | 800.874.9720

SWISHER SWEETS CIGAR COMPANY

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FAT LIP BRANDS

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DREW ESTATE

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HEMPIRE

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ROGUE

STOCK THE PERFECT MIX WITH THE SWISHER SWEETS FAMILY OF CIGARS. Swisher Sweets has always been more than a product. It’s a way of doing business and a name you and your adult consumers trust. Now, it stands for all the ways you can give them what they want – and all the ways we’ll never stop innovating so your cigar business can thrive.

Please contact your Swisher Representative, call 800.874.9720 or visit swisher.com.