Embedding a DEI Culture in the C-Store Workplace

Convenience stores that commit to a foodservice-focused shift in 2022 and cement themselves as food and beverage destinations will be ready for whatever this year brings.

Isabelle Gustafson • Associate Editor

In 2022, the convenience channel is equipped to become the new quick-service restaurant (QSR), to take advantage of the foodservice sales opportunity with a February 2022 • CSTORE DECISIONS 25distinct, high-quality offer for the modern consumer.

“The days of smokes and Cokes are coming to an end,” said Jon Siron, foodservice director for Gier Oil Co., with more Jon Siron, foodservice director for Gier Oil Co., with more than 50 Eagle Stop stores in Missouri. “C-stores are fi nally than 50 Eagle Stop stores in Missouri. “C-stores are fi nally understanding that they aren’t just gas stations that sell understanding that they aren’t just gas stations that sell food; they’re restaurants that sell gas.” food; they’re restaurants that sell gas.” For West Des Moines, Iowa-based Kum & Go, this For West Des Moines, Iowa-based Kum & Go, this meant a new, long-term strategy, for a world where meant a new, long-term strategy, for a world where “fueling is less and less relevant,” said Stuart Taylor, “fueling is less and less relevant,” said Stuart Taylor, vice president of business insights and analytics at Kum vice president of business insights and analytics at Kum & Go, which operates more than 400 stores in 11 states. & Go, which operates more than 400 stores in 11 states. Its made-to-order offer, currently being tested in select Its made-to-order offer, currently being tested in select markets, includes grain bowls, sandwiches with premium markets, includes grain bowls, sandwiches with premium meat and vegetables layered on fresh-baked bread, meat and vegetables layered on fresh-baked bread, blended smoothies and cold-brew frappés. “We want the food to be as good as fast casual,” Taylor said, “but the food to be as good as fast casual,” Taylor said, “but delivered at the speed of a QSR and on the footprint of a delivered at the speed of a QSR and on the footprint of a convenience chain.” convenience chain.”

Rhode Island-based Neon Marketplace, which Rhode Island-based Neon Marketplace, which recently opened its fourth convenience store, crafted a recently opened its fourth convenience store, crafted a foodservice offer that caters to the “the trifecta,” as foodservice offer that caters to the “the trifecta,” as Neon’s Director of Operations Peter Rasmussen called Neon’s Director of Operations Peter Rasmussen called it: essentially, the fuel consumer, the coffee consumer it: essentially, the fuel consumer, the coffee consumer and the QSR consumer. and the QSR consumer. “Although we don’t want to alienate your classic “Although we don’t want to alienate your classic c-store consumer,” noted Neon’s Senior Manager of c-store consumer,” noted Neon’s Senior Manager of Product Development & Supply Chain Elise Babey, Product Development & Supply Chain Elise Babey, “we really wanted to grasp that consumer who’s “we really wanted to grasp that consumer who’s going to fi ll up their gas in the morning, but then going to fi ll up their gas in the morning, but then they’ll pick up their order from Starbucks for breakfast, they’ll pick up their order from Starbucks for breakfast, and then maybe at lunch they’ll take a trip to Panera.” and then maybe at lunch they’ll take a trip to Panera.” Neon’s menu features c-store classics — burgers, Neon’s menu features c-store classics — burgers, chicken sandwiches, pizza, breakfast — plus craft chicken sandwiches, pizza, breakfast — plus craft coffee. But there’s “so much room for innovation,” coffee. But there’s “so much room for innovation,”

Babey said. “You might see things like avocado toast or Babey said. “You might see things like avocado toast or açaí bowls or more elevated and upgraded items that açaí bowls or more elevated and upgraded items that are more traditional to a modern QSR than a standard are more traditional to a modern QSR than a standard convenience store. … I like to call our little area a ‘C-QSR’ convenience store. … I like to call our little area a ‘C-QSR’ rather than a c-store because I think of our foodservice program as more of a quick-service restaurant hybrid.” program as more of a quick-service restaurant hybrid.”

PIVOTAL DAYPART

In some ways, the pandemic really presented the convenience industry with an opportunity to level the convenience industry with an opportunity to level the playing fi eld as stores remained open amid shutdowns. playing fi eld as stores remained open amid shutdowns.

Kum & Go’s new made-to-order foodservice menu features sandwiches made using premium meat and vegetables layered on sandwiches made using premium meat and vegetables layered on fresh-baked bread, plus grain bowls, smoothies, frappés and more. fresh-baked bread, plus grain bowls, smoothies, frappés and more.

Thorntons’ sausage, egg and cheese croissant started as an LTO back in 2020 and is now its most popular breakfast sandwich. back in 2020 and is now its most popular breakfast sandwich.

“We just kept going,” said Greg Ekman, director “We just kept going,” said Greg Ekman, director of fresh food acceleration for Louisville, Ky.-based Thorntons, “and our foodservice business grew dramatically. We fi nished 2021 up nearly 30% over the prior year in (fresh food) profi t.”

Breakfast in particular has really bounced back from initial dips early in the pandemic, he said, and is from initial dips early in the pandemic, he said, and is Thorntons’ biggest daypart today.

“We’re starting to pick up more business in that pivotal daypart,” said Ekman. “It’s not to say that we pivotal daypart,” said Ekman. “It’s not to say that we aren’t planning things for the afternoon — because we absolutely are — but we really want to make sure that we take care of the guests when they’re most frequently in the store, which is that morning daypart.”

Thorntons, which operates more than 200 c-stores in six states, offers breakfast burritos and sandwiches from 5-11 a.m. And its most popular breakfast sandwich — the sausage, egg and cheese croissant — is now available all day.

Innovations over the past year included the launch of the Sunrise Sampler — sausage, Canadian bacon, egg and cheese sandwiched between French toast slices — updates to its breakfast burritos as well as the addition of the Sunrise Scrambler Burrito — peppers and onions, scrambled eggs, sausage and bacon, and a hint of Buffalo sauce. Morning menu additions in 2022 will include a breakfast burger limited-time offer (LTO) in March: a fried egg patty, bacon, burger and chipotle mayo, with two slices of French toast in place of buns.

“That’s our M.O.,” said Ekman. “We’ll launch as an LTO, and if it does well, we’ll keep it in. The sausage, egg and cheese croissant was actually an LTO back in March of 2020, and it’s now our No. 1 selling item.”

Coffee’s, of course, an integral part of morning sales, too. And some retailers are opting for a full coffee bar experience to further cement that QSR comparison.

“We strive to do everything that you can get at a Starbucks but at a convenience level,” said Neon’s Babey, “and we’ve taken lots of time to really perfect our shot of espresso ... from not only the type of bean and the roast, but also how fi ne it’s grinding and the ideal drip to really make the perfect cup of espresso. When you come into our store, you can get anything from a latte to a cappuccino, macchiatos and fancy customizable coffee drinks.”

Wally’s, a Pontiac, Ill.-based travel center, also offers a full coffee bar, in addition to an array of food options: a carving station, made-to-order sandwiches, fresh pastries, ice cream with homemade waffl e cones, and proprietary jerky and popcorn. Nitro cold brew’s on tap, plus specialty drinks, as well as kombucha and 60 soda fl avors.

Wally’s Executive Chef Lute Cain has a background in fi ne dining and confi rmed Wally’s is opening a second travel center in March in the St. Louis area, with further growth plans across the Midwest.

Other c-stores have found success with beanto-cup coffee machines, which are a relatively lowmaintenance, smaller-footprint offer that still convey freshness to consumers. Thorntons worked to retrofi t all locations, as has Ankeny, Iowa-based Casey’s, with over 2,300 stores.

In addition to bean-to-cup coffee, Casey’s recently launched an all-new breakfast lineup, featuring its Loaded Breakfast Burrito and Loaded Breakfast Bowl, plus the newly renamed Toastwich, made using madefrom-scratch dough — the same dough used for its pizzas — wrapped around eggs, sausage or bacon, as well as two types of cheese, then baked fresh in Casey’s kitchens.

Breakfast pizza sales have also accelerated, said Casey’s Chief of Merchandising Tom Brennan, and customers are even ordering breakfast pizza for delivery in the morning daypart.

Casey’s pizzas feature made-fromscratch dough, real mozzarella cheese, fresh veggies and highquality meats, baked fresh in-store. The c-store chain’s known for the classics like pepperoni and cheese, plus other customer favorites like its breakfast and taco pizzas.

PIZZA’S POTENTIAL

Casey’s has long been known for its fresh-made pizza, but the pandemic drove sales like never before, with growth in both slices (of which Casey’s sells several hundred a day in its stores), and whole pies, which account for about 25% of the chain’s total food and dispensed beverage dollars.

“We saw signifi cant growth (in whole pies),” said Brennan. “It’s probably the biggest growth we saw other than (the initial launch). And that really maintained over the course of the pandemic.”

Eagle Stop’s seen success with pizza, too, and is adding a new format to its menu in 2022.

After the initial launch of its On the Fly Market pizza program at the end of 2020, “sales increased dramatically at all locations and were holding steady for most of (2021),” Siron said. Gradually, though, he noticed a small decline in some markets.

“We started to investigate, and we talked with our customers regularly and got feedback from our associates,” he said. “One constant from our clientele was that they don’t want a traditional pizza slice; they much prefer the mini personal pizzas — a smaller slice, easier to hold on to in the car, visually more appealing. And let’s face it: Who doesn’t love more of that delicious buttery crust like a little treat at the end of your slice?” of your slice?”

Missouri-based Eagle Stop launched its pizza program at the end of 2020. In 2022, at the request of customers, it will offer mini pizzas.

Mini or extra-large, whole pie or slice, focusing on freshness and enabling customization are key to pizza in 2022, said Mike Kostyo, associate director and trendologist for Chicago-based market research fi rm Datassential. And alongside popular mashups like breakfast pizza and taco pizza, c-stores should explore regional styles and global ingredients.

“A lot of operators experimented with and began offering pizza and fl atbreads during the pandemic,” Kostyo said, “so c-store operators will need to work extra hard to stand out.”

Neon’s newest stores feature artisan-style pizza with fresh-made dough, prepared in an 800-degree brick oven, which requires additional employee training, Babey said, but really sets it apart from other chains.

Employees have to “learn the language of this oven,” she said. “We have some culinary-trained employees working in that area, and I don’t think you see that a lot in a convenience store.”

DEMOCRATIZING HEALTHY

Kum & Go is known for its pizza, too, and that’s not changing, said Jac Moskalik, vice president of food innovation, Kum & Go. Alongside the more traditional c-store customer, however, Kum & Go’s identifi ed a new shopper: “the healthy striver.”

This customer is Gen Z, maybe millennial, Moskalik said. They don’t mind spending more for products they view as healthier or an overall better option for them.

It’s important that the menu’s profi table, of course, but also sustainable and accessible. “Democratizing healthy” is the term Kum & Go uses.

Crowley, La.-based Shop Rite/Tobacco Plus’ Bourbon Street Deli is not known for health food; it’s a destination in its communities for fresh, fried seafood and other local comfort foods like boudin balls: pork sausage made with rice and seasoning. Still, the 57-store chain’s Foodservice Compliance Director and Dietitian Angelle Cloud is passionate about making healthier options accessible, too.

Cranston, R.I.-based Neon Marketplace recently opened two new stores, equipped with elevated classics like pizza, burgers and chicken sandwiches, plus craft coffee.

“We’ve expanded our grilled options, we’ve expanded our salads and brought in lower- or no fat-dressing,” she said. “We have fresh fruits, and we brought that in as a same-cost side to go with our meals. … In a lot of cases, we fi nd that ‘healthier foods’ are more expensive. I feel like we’ve really done a great job at leveling the playing fi eld; if someone wants to make those healthy decisions with us, it doesn’t necessarily cost more. I think that’s really important.”

Cloud looks forward to the adoption of new food trends in the South. Plant-based foods, for example, aren’t yet mainstream in her area.

But Datassential’s Kostyo foresees overall growth in this area in 2022, with 36% of consumers saying they want to increase their plant-based protein consumption this year. Prepare for “a lot more fragmentation,” too; plant-based chicken, in particular, is poised for growth.

Still, not all plant-based consumers are seeking to replicate the taste and texture of meat. In fact, Kostyo said, 60% of consumers prefer plant-based foods that showcase fruits or vegetables as opposed to mimicking another food.

Neon partnered with a local Rhode Island company called Plant City to offer an array of plant-based items — “essentially a plant-based store within a store,” Rasmussen said.

“I don’t think that the plant-based category is strictly for vegan and vegetarian consumers anymore,” added Babey. “I think that your average Joe might grab a traditional burger from our touchscreen kiosk, but then also on his way out, grab a vegan hummus wrap and a vegan brownie.”

The shift to made-to-order food and kiosk ordering enables customization, noted Kum & Go’s Director of Brand Marketing Matt Riezman, which in turn ensures an offer for any consumer, no matter their preference or dietary needs. It also conveys freshness.

TECH-FOCUSED

Indeed, “the almighty power of the order kiosk,” Siron said. “Guests want to feel in control, reinforcing the importance of ‘fresh made.’ Many of us are working to change the ordering model and technology in locations to adapt to guests’ needs, and this is just one way we’re looking toward the future in improving our guest experience.”

Technology enables innovation, customization — keeping your retail experience as seamless, or convenient, as possible — whether through online or mobile ordering, curbside pickup, drive-through, kiosk, self-checkout or autonomous checkout.

“Consumer adoption and acceptance of new technologies is growing incredibly quickly, across every demographic group,” Kostyo confi rmed. “When we asked consumers about various macro trends that would impact the food industry in 2022, they felt most positively about technology, with 73% saying they felt very or somewhat positive about tech in the year ahead.”

At this point, he said, it’s not a question of if you should adopt a more tech-focused plan; it’s about determining which technologies to adopt for your particular operation.

Thorntons, for example, offers self-checkout at 25 of its stores, and all new stores include this tech, equipped with a proprietary labeling system, which Ekman said will lead to made-to-order, customizable foodservice for the chain, and perhaps other forms of technology down the line.

“Right now, our team’s really focused on simplifying the operations of the current platform so that, as we start to layer in more complexities over time, we have an operations team that’s well-versed in how to make the current products,” he said. “That’s really what we look forward to, being able to deliver a consistent experience to the guests every time, even as technology continues to evolve.” 7-Eleven, with more than 14,000 stores in the U.S. and Canada, fi rst launched delivery in 2018 but recently added a subscription option; similar to DoorDash’s DashPass, with ‘7NOW Gold Pass,’ customers can waive delivery fees in the app for a set $5.95 a month.

Casey’s has offered delivery for over a decade, and it still uses its own drivers at about 450 stores, said Art Sebastian, vice president of digital experience for Casey’s. During the past year or so, though, it’s grown its business with DoorDash and Uber Eats, and it’s expanded delivery hours.

Casey’s also identifi ed a new need-state for delivery that Sebastian expects to grow: grocery fi ll-ins.

“Our guests order from Casey’s for pizza delivery to meet their dinner needs, then they attach some grocery items to make it more convenient,” he said. “Now we’re observing they’re also using us to fi ll in a trip between driving to a grocer.”

Further, the retailer’s rewards program is approaching 4.6 million members, more than 50% of which are active on a monthly basis — a percentage higher than “the best in the industry,” Sebastian said: Starbucks, Wendy’s, McDonald’s.

“From a technology perspective, we’re paying attention to completely different sectors and industries,” he noted. “We’re starting to really observe what’s happening in the banking industry, in the fi ntech startup industry, because they’re setting pace for what users expect in these digital experiences.”

Neon’s newest two stores feature drive-throughs, an area that’s especially challenging for c-stores, Rasmussen said.

“We’re working to fi nd a balance of how to limit the drive-through menu while not being too restrictive,” he said. “You might have a store with a great offer, but then you look across the street, and there’s a Dunkin’ or Starbucks with 20 cars in the drive-through line. We have to fi gure out how to start to capture some of that segment.”

Neon’s drive-through will feature a limited menu, adjusted over time. But its app, which launches this quarter, will feature all of its SKUs to order for pickup in-store or at the drive-through. The retailer has also partnered with Uber Eats, DoorDash and Grubhub.

“We’re going to roll out an app, and we’re going to put in all the effort in the world to be incredibly successful with it,” Rasmussen noted. “But let’s be real: People are only going to keep so many apps on their phone. When someone says, ‘I’m hungry,’ they open up DoorDash, or they open Uber Eats or whatever’s most prevalent in their market, and we want to be a part of it.”

INSTAGRAM-WORTHY

Wally’s is “led by design,” said Andy Strom, its chief experience offi cer. That extends to every part of the business, foodservice included. The Wally’s concept is a nod to ‘80s family road trips, which is what the design aesthetic is modeled after and what makes it “Instagram-worthy,” Strom said — meaning it’s photogenic and encourages sharing on social media.

“We have our main, featured, ‘shareable’ zones in the store — an old Winnebago Brave (RV) that we’ve converted to retail display, big murals upon entry, our main sign on the way into the store that says, ‘Wally’s: Home of the Great American Road Trip,’” Strom said.

A Jeep Wagoneer is also parked in front of the travel center for customers to take photos with.

“We have over 60 soda fountain fl avors, and all of our badges and logos on all those sodas are the oldschool, ‘80s ones,” he added. “It’s just all those little details. At every turn, there’s just little quirks that are really fun, that people like to share (on social media).”

Online or in-store, when it comes to communicating your brand — your offer to consumers — don’t underestimate the power of visuals. This is especially true for foodservice.

Casey’s launched curbside pickup via its app back in 2020. The c-store chain has since expanded its menu and its delivery options.

Pontiac, Ill.-based Wally’s plans to open its second travel center next month. The concept is a nod to ‘80s family road trips, featuring a barbecue carving station, among other innovative food and drink offers.

“The use of photography is super important,” confirmed Kum & Go’s Riezman, “especially when we’re doing something new that might be a little bit unexpected or might be challenging norms that people have in their minds. … We’ll continue to use photography, especially on the exterior of our store and in advertisements online or on TV, to really showcase this food and help continue to introduce people to it who may not think of Kum & Go as their first thought for food.”

It’s cliche but true: People eat with their eyes. If it looks good, customers are more likely to try it. If the food tastes good, they’ll return for more.

“If you go into (Neon’s) stores, the first thing that will catch your eye is this amazing picture of a slice of pizza, and you see the pepperoni all curled up and filled with oil, and they look hot and sizzling, and then you see the cheese pull,” said Babey. “That is the image that we’re really going for, the fresh food in motion. … People want their food fresh. So that’s what we’re trying to depict in our imagery.”

POST-PANDEMIC

In 2022, consumers are feeling hopeful, Datassential reported, but we are still in a pandemic; operational challenges persist, from staffing to product shortages.

“Twenty-four years in the industry, I’ve never seen anything like it,” said Eagle Stop’s Siron. “I think I’ve had to substitute 40% of my offerings.”

Retailers are taking the opportunity to reassess their operations — and get creative with new menu items: Eagle Stop’s planning to use its existing, fresh-made pizza dough to add pizza rolls, calzones, kolaches and a few desserts. And Thorntons’ Sunrise Sampler breakfast sandwich was adapted to create its upcoming breakfast burger.

“(In the past), the procedures in which we handled food did not always make it easy for our operations team to (keep items) in stock for our guests,” noted Ekman. “So we made a couple of key process changes. This enabled us to do a lot more menu development. Before, our settings were very specific to the products, but now, we have settings that are specific to ingredients, not finished products.”

The goal is to enable innovation while still setting the operations team up for success. Thorntons even created a new field support position — four of them, actually — fresh food excellence coaches, whose jobs will be to help stores execute foodservice programs at a higher level. 2021 was about pivoting. 2022 will be about building on new programs.

“We did a lot of development in the back half of 2021,” Ekman said. ”We’re really excited to see how things shake out.” CSD

THE MOST AWAITED C-STORE EVENT OF THE YEAR!

Save the date for the LIVE event! March 27-30, 2022 -30, 2022 LA JOLLA

CALIFORNIA

SUNDAY, MARCH 27

8:00 AM NAG Golf Outing at Torrey Pines 1:00 PM – 7:30 PM Registration 1:00 PM – 4:00 PM NAG Hospitality Suite 4:00 PM – 5:00 PM NAG/YEO Board Meeting 6:00 PM – 7:00 PM NAG Networking Reception 7:00 PM – 9:00 PM NAG Opening Night Dinner 9:00 PM – 12:00 AM NAG Hospitality Suite

MONDAY, MARCH 28

7:00 AM – 1:30 PM Registration/Info Desk Open 7:00 AM – 8:00 AM Breakfast 8:00 AM – 8:15 AM Welcome/Conference Overview, NAG Executive Director John Lofstock and NAG Board Chairman Doug Galli, Reid Stores Inc./Crosby's

8:15 AM – 9:15 AM GENERAL SESSION: BURNING ISSUE #1: Culture as a Competitive Advantage

Culture is at the core of many businesses no matter how large they are. There are common traits in winning businesses that contribute to their unique nature: clear values. Caring, loyalty, humility and deep commitment to community are just a few of them. These characteristics often directly a ect decision-making in the company and the way it treats its employees, customers and suppliers. Many businesses quite rightly view a valuesbased culture as a competitive advantage and, as such, it is fi ercely guarded. Hear how leading c-store chains are building their winning culture.

Moderator: John Lofstock, Executive Director, NAG

Speakers:

• Tony El-Nemr, Founder & CEO, Nouria Energy Corp. • Tom Robinson, Chairman, Robinson Oil Corp. • David Simendinger, President, Champlain Farms

9:15 AM – 9:45 AM Break/Visit Sponsor Tables

9:45 AM – 10:45 AM GENERAL SESSION: BURNING ISSUE #2: Loading Up for Breakfast

As more commuters return to the o ce, the breakfast business continues to rise and shine at restaurants. With consumers typically rushed at breakfast time, it’s no wonder that quick-service restaurants and grab-andgo c-store items accounted for more than 80% of total restaurant morning meals pre-pandemic, according to NPD. Recapturing a strong breakfast business requires great food and outstanding service, but it’s important to conduct a cost-benefi t analysis to make sure investing in the morning daypart makes sense for your brand and your customer base.

Moderator: Jessica Williams, Founder CEO, Food Forward Thinking LLC

Speakers:

• Jerome Hunsinger, Fresh Food Marketing Brand Manager, Wawa, Inc. • Brian Scantland, Vice President, Fresh Food Operations and Business Planning & Analytics, Thorntons • Tony Sparks, Head of Customer Wow!, Curby’s Express Market

NAG 2022 at the beautiful HILTON TORREY PINES

La Jolla, California

The National Advisory Group (NAG) is an association of small, mid-sized and familyowned c-store chains and the executives that run them. This exclusive, member-driven group convenes annually to exchange ideas with the motivation to improve their business performance and ultimately their bottom line. The setting of this conference encourages an extremely educational, yet highly social environment. The schedule consists of topnotch speakers, retail information exchanges, opportunities to address burning issues within your business, a chance to get to know your peers in similar size operations and much more!

10:45 AM – 11:00 AM Break/Visit Sponsor Tables 11:00 AM – 12:30 PM Information Exchanges Part 1 12:30 PM – 1:30 PM Lunch 1:00 PM – 5:00 PM Free Time/YEO Networking 1:30 PM – 6:30 PM NAG Retail Store Tours 6:30 PM – 9:00 PM Dinner on Your Own to Explore La Jolla 9:00 PM – 12:00 AM NAG Hospitality Suite

TUESDAY, MARCH 29

7:00 AM – 4:00 PM Registration/Info Desk Open 7:00 AM – 8:00 AM Breakfast

8:00 AM – 9:00 AM GENERAL SESSION: BURNING ISSUE #3: Driving Targeted Business Outcomes

Learn from leading convenience and fuel retailers about their approach to creating loyal customer behavior and the investments that drive targeted business outcomes. NAG has partnered with Stuzo to survey convenience store chains and convenience store customers to fi nd out what is driving sales at convenience stores. Topics covered include: • Loyalty, Payment Systems and Cross-Channel Customer Experience Campaigns • Onsite and O site Engagement • CPG-Funded O ers • Security and Privacy

Moderators: John Lofstock, Executive Director, The National Advisory Group (NAG) and Steve O’Toole, Vice President of Sales and Business Development, Stuzo

Speakers:

• Sorin Hilgen, Group Chief Digital O cer and Chief Information O cer, EG Group • Rachel Puepke, Vice President of Marketing, CEFCO • Ieva Grimm, Chief Operating O cer, Jim Dandy Stores

9:00 AM – 9:15 AM Break/Visit Sponsor Tables

9:15 AM – 10:15 AM GENERAL SESSION: BURNING ISSUE #4: Lessons from COVID: How the Industry Is Recovering from a Pandemic

The impacts of the COVID-19 pandemic on the retail sector and the nation's supply chains are still unfolding. Retail has experienced massive labor shortages, supply disruptions and price increases. It's impossible to predict the next pandemic, but retailers have learned quite a few lessons on how to deal with the next catastrophe. Hear from three convenience store retailers that embraced the unique challenges of the COVID pandemic, and learn about the leadership and stability they provided to guide their companies through those di cult days.

Moderator: Erin Del Conte, Executive Editor, CStore Decisions

Speakers:

• Derek Gaskins, Chief Marketing O cer, Yesway • Colin Dornish, Director of Operations, Coen Oil Co. • Brian Unrue, Director of Operations, Clark’s Pump-n-Shop

10:15 AM – 10:30 AM Break/Visit Sponsor Tables 10:30 AM – 12:00 PM Information Exchanges Part 2 1) The Rise of Electric Vehicles: What This

Means for Convenience Stores

2) HR: Unleashing the Power of Mobile Apps for Sta ng Moderator: Laura Varn, Vice President, People & Culture and Communications, Parkland USA 3) What's Next for Tobacco, CBD and Cannabis 4) Foodservice: How to Cut the Partnership on Delivery Moderator: Brad Chivington, Senior Vice President, High's of Baltimore 5) How to Build a Private Label Business 6) The Business of Co ee: Is Bean to Cup for You? Moderator: Joy Almekies, Senior Director of Food Services at Global Partners/Alltown 7) Cryptocurrency and Bitcoin: What C-Stores

Need to Know

12:00 PM – 1:00 PM Lunch

1:15 PM – 2:15 PM GENERAL SESSION: BURNING ISSUE #5: Human Resources: Sta ng, Recruiting and Retaining Personnel in a Labor Shortage

A labor shortage exists, and it’s going to get worse before it gets better. The reality that it coincides with a growing skills gap makes for a very challenging time for retail executives and hiring managers. Experts recommend that HR leaders look to and build relationships with universities, recruiters and search fi rms, allow current sta to take part in external professional activities to help attract new talent, and look for potential employees on job boards and other social media outlets. Hear how top quartile chains are winning the labor battle.

Moderator: Jayson Council, Associate Faculty, Columbia University

Speakers:

• Alex Olympidis, President of Operations, Family Express Corp. • Peter Rasmussen, Director of Operations, Neon Marketplace • Laura Varn, Vice President, People & Culture and Communications, Parkland USA

2:15 PM – 2:45 PM Break/Visit Sponsor Tables

2:45 PM – 4:00 PM YEO BREAKOUT SESSION: Understanding the Future of Retail Payment Systems

Online shopping has become easier through mobile and digital payments, but retailers are slow to see the benefi ts in brick-and-mortar stores. How can c-stores join the consumer demand for frictionless payment? In this session, experts on payments will discuss where digital payments are going and how the convenience industry can abandon cards for digital currencies. As the convenience store and petroleum industry continues to evolve, training the leaders of tomorrow is more important than ever before. To help young executives have a group that is solely focused on exchanging personal experiences with peers in their age group, the National Advisory Group (NAG) is proud to announce that it has relaunched the Young Executives Organization (YEO).

YEO’s mission is to cultivate young talent in the convenience store and petroleum industry through implementation of education and networking. YEO accomplishes this mission by leveraging the experience of NAG members to help foster superior leadership skills.

YEO members are industry leaders who are approximately 40 years of age or younger. Members are entrepreneurs, leading top businesses and actively pursuing a higher level of professionalism in the convenience store and petroleum industry.

Membership in YEO provides young convenience store and petroleum industry executives with an opportunity to network with other NAG members and infl uential industry leaders. It also gives young executives a platform to express their idea, leadership abilities and vision for the future of convenience retailing.

Membership in YEO is open to all NAG-member company employees at no cost. If you are not a NAG Member, join NAG now at www.nagconvenience.com. If you are a young executive or if your operations has a young up-and-coming executive please join us in 2020.

Moderator: Jeremie Myhren, Chief Information O cer, Road Ranger

Speakers:

• Gray Taylor, Executive Director, Conexxus For additional information, contact John Lofstock at jlofstock@wtwhmedia.com.

5:30 PM – 6:30 PM NAG Networking Reception 6:30 PM – 9:00 PM Dinner & Awards Ceremony 9:00 PM – 12:00 AM NAG Hospitality Suite

8:00 AM – 9:00 AM WORKING BREAKFAST: NAG Custom Research: Expanding the Evening Daypart?

The evening daypart has been elusive to convenience retailers seeking to sell dinner meals to consumers. While sites are busy with customers during “evening dinner prep” drive time, consumers do not seem to purchase dinner meals from convenience stores.

Utilizing custom research fi elded for the NAG audience, we will explore consumer needs and desired interaction with convenience locations for food and grocery products. Our retailer panel will then explore various data points, uncovering how they are adapting or plan to adapt to customer expectations.

Moderator: John Lofstock, Executive Director, NAG

Speakers:

• Gaurang Maniar, Executive Director, Marketing at Dash-In • Joy Almekies, Senior Director of Food Services, Global Partners/Alltown

9:00 AM – 10:15 AM GENERAL SESSION: BURNING ISSUE #6: How to Build Customer Loyalty Through Engagement

Convenience store loyalty programs are evolving, and they can present a treasure trove of information. Plus, new subscription-based models can help chains grow repeated sales from a captive audience. But as companies gather information on their customers, they must also be mindful of emerging data privacy laws. Learn how leading c-store chains are growing sales through loyalty engagement, while carefully navigating privacy regulations.

Moderator: John Lofstock, Executive Director, NAG

Speakers:

• Patrick Raycroft, Associate Director, W. Capra Consulting Group • Shelley Coleman, Category and Merchandising Manager, Stinker Stores

10:15 AM – 10:30 AM Break/Visit Sponsor Tables

10:30 AM – 11:30 AM IDEAS BOOT CAMP

Best practices and a conference wrap-up with John Lofstock, Executive Director, NAG; Brad Chivington, Senior Vice President, High's of Baltimore; Joy Almekies, Senior Director of Food Services at Global Partners/Alltown.

Moderator: John Lofstock, Executive Director, NAG

Speakers:

• Brad Chivington, Senior Vice President, High’s of Baltimore • Joy Almekies, Senior Director of Food Services, Global Partners/Alltown

11:45 AM Conference Wrap-Up and Takeaways 12:00 PM Departures

HOW TO REGISTER

Go to: www.nagconvenience.com. You will receive a confi rmation email after completion.