CStore Decisions October 2020 by WTWH Media LLC

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CONTENTS october 2020

•

Number 10

•

Volume 31

CStoreDecisions

EDITOR’S MEMO

10 A Salute to Our Industry FRONT END

12 CWU Campus Dining Launches Fresh Food Concept 22 Quick Bites: Customers Carry on During COVID-19 24 Open Pantry Elevates C-Store Veteran Jim Schutz to COO 26 Parkland Shares Exclusive Details of U.S. On the Run Branding FOODSERVICE

42 Top Tips for Takeout Packaging Success 46 Reaching Hispanic Customers 52 Chef’s Corner: Adapting the Menu Amid Changing Customer Demands

60 Is Healthy Food Important for C-Stores? CATEGORY MANAGEMENT

66 Has COVID-19 Burst Candy’s Bubble? 76 Challenging California’s Anti-Tobacco Culture 86 Vape Steams Ahead 94 CBD Wellness Users Emerge as Core Subset TECHNOLOGY

96 Best New Loyalty Programs 102 Small Chains Look to Close Digital Divide 108 Are C-Stores Rushing Into Autonomous Checkout? OPERATIONS

112 Coronavirus Provides Convenient EMV Upgrade Respite 116 Soapy Joe’s Suds It Up in SoCal 120 Is COVID-19 a Dress Rehearsal?

COVER STORY 28 Power Market

Jump-Starts Expansion

The family-owned company is growing its network of company-owned stores and ExtraMile locations, while launching a wholesale branch, proprietary delivery service, loyalty program and developing its first cashierless store.

BACK END 126 Convenience Directions 136 Product Showcase 145 Ad Index 146 Industry Perspective: Creating a Strategic Business Plan Amid COVID-19

CSTORE DECISIONS •

October 2020

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the CSD Group www.cstoredecisions.com

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CStore Decisions is a three-time winner of the Neal Award, the American Business Press’ highest recognition of editorial excellence.

EDITORIAL ADVISORY BOARD 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 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.

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REGIONAL SALES MANAGER Jake Bechtel jbechtel@wtwhmedia.com (216) 299-2281

Jeremie Myhren, Board Chairman 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, Category Manager Gate Petroleum Co. • Jacksonville, Fla.

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.

Alex Garoutte, Director of Marketing The Kent Cos. Inc. • Midland, Texas Sharif Jamal, Corporate Brand Manager Chestnut Petroleum Inc. • New Paltz, N.Y.

CSTORE DECISIONS does not endorse any products, programs or services of advertisers or editorial contributors. Copyright 2020 by WTWH Media, LLC. No part of this publication may be reproduced in any form or by any means, electronic or mechanical, or by recording, or by any information storage or retrieval system, without written permission from the publisher. Circulation audited by Business Publications Audit of Circulation, Inc. ©

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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.

A Salute to Our Industry For the ﬁrst time in 24 years, I will not be joining the c-store industry at the National Association of Convenience Stores (NACS) annual show this year in Las Vegas as the COVID-19 pandemic has claimed yet another industry gathering. On paper, it’s just another show in a long line of canceled conferences since March, but in reality, it is so much more because NACS has always served as a four-day celebration of the hard work the industry does every day. Together, we got through 9/11 and Hurricane Katrina, and we moved forward to celebrate work, life and each other at a NACS Show. But this year, we were felled by an invisible virus. As humans, we are wired to respond to immediate danger, like the earth rumbling beneath our homes or storm clouds raging from the heavens. But it’s tougher to sustain vigilance — especially as the closures, initially intended to be brief, have dragged on. There is hope on the horizon, especially as the industry collectively can be proud of the work it has been doing these past eight months. Throughout all the madness we’ve encountered since March, few things in the world of business or life in general have been as consistent as the convenience store industry. In the face of danger and uncertainty, you and your teams gallantly went about your business stocking shelves, providing fresh food and fuel, and even offering a shoulder to people who desperately needed some comforting.

“

The spirit of the convenience store industry cannot and will not be broken.

The country may have slowed, but our resilience as an industry is on full display. It was such a rush for me to get back out on the road last month. Over the last ﬁve weeks, I’ve had the opportunity to visit new GetGo stores in Pennsylvania and Ohio, visit the new-to-industry Chestnut Market brand in New York and travel down to Savannah, Ga., to spend some quality time with Greg Parker and his executive team at Parker’s. At each stop, I was blown away by the optimism these retailers share for the future. Things got so bad in March and April that I would have completely understood if some chains were ready to throw in the towel. Instead,

CSTORE DECISIONS •

October 2020

what I hear from marketers across the industry is that they are emerging from this pandemic better, smarter, stronger operators. Honestly, I expected nothing less. Doug Galli, chairman of our National Advisory Group (NAG) and vice president of Crosby Reid Stores, operates in one of the markets hit hardest by COVID-19. Upstate New York lost scores of jobs and saw fuel volumes plummet from March through June. But after a couple of tough months, Doug has joined the growing chorus of optimistic operators once again excited about the potential this industry has to ﬂourish. That’s the winner’s mentality I’m used to writing about. The spirit of the convenience store industry cannot and will not be broken. If you ever wonder if your hard work or your commitment to outstanding service and employees is making a difference, I’m here to tell you that it is because I see it on the faces of the customers I see in your stores every day. I see it on the faces of your employees who are proud to represent your brand and take care of the communities you serve. To me, this is the very best of what America has to offer. In the face of a deadly virus that has claimed the lives of hundreds of thousands of Americans, we continue to persevere, respect one another and get the job done. It’s a tremendous honor to be associated with the work you’re doing. So while we will not be meeting at the NACS Show this year, know that we don’t need a conference to celebrate your dedication and commitment to retail excellence. A SALUTE TO GATOR

Our good friend Phil Gates had surgery in August to deal with a longtime health issue. If you don’t know Phil personally, you have deﬁnitely seen him at a trade show or somewhere drinking a Coors Light. You’ve got this, Phil. All your friends at CSD and across the industry wish you well.

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FRONT END Profile

CWU Campus Dining

Launches Fresh Food Concept

Central Washington University’s Executive Chef Joe Ritchie and his team work to offer a hyper-local, healthy and innovative menu while keeping students and staff safe during the COVID-19 pandemic. Isabelle Gustafson • Associate Editor

Central Washington University’s (CWU) Campus Executive Chef Joe Ritchie has a background in fine dining at Michelin-starred restaurants, but he sees his current role managing the CWU’s dining programs as his biggest opportunity yet — introducing young consumers to new foods and styles of cooking. 12

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October 2020

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At CWU, he’s responsible for all food and beverage programs across the entire campus, which includes about 20 different operations. “It’s neat because you have this huge, massive clientele who are just blank canvases in terms of what they’re into and what they’re willing to try,” he said. A perfect example of this effort, the newly launched Fresh Bar, is designed to use produce from the campus farm. “We wanted a smaller concept so we could do small batches and more creative food,” Ritchie said. “We collaborate very closely with (the farm), giving them the list of things that we’d like to see in the future and the concepts, and we were able to plant those seeds and have that produce come from the farm.”

‘Healthy’ and ‘delicious’ shouldn’t be mutually exclusive, he said. Ritchie also said that even he, who is “deﬁnitely not a vegan,” loves the vegan menu items and eats them often. And he’s not alone. Sometimes called ‘ﬂexitarian,’ there’s a growing number of people who simply want to add more plant-based options to their diet. In fact, according to Innova Market Insights, ‘plant-based’ claims for food and beverage launches are experiencing strong growth globally, with a

WHAT’S TRENDING Fresh Bar also ﬁlled a need, Ritchie said, for healthy, more plant-based food options — “smaller portions of proteins, less processed foods, less sugars, more healthy oils” — that still taste good. In addition to ‘vegan’ and ‘vegetarian’ claims, Fresh Bar’s menu includes dietary labels for the eight most common allergens. 14

CSTORE DECISIONS •

October 2020

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FRONT END Profile

Fresh Bar features fresh-squeezed juices made with local produce.

compound annual growth rate (CAGR) of 57% from 2015 to 2019. Ritchie pointed to Fresh Bar’s Mediterranean bowl as a popular menu item and his personal favorite. “It’s a tabouli salad, it’s got fresh cucumbers, hummus, tzatziki, and then crispy pita bread,” he said. “It’s light, it’s refreshing, but it’s also satisfying and filling.” The vegan wrap is also popular, as is the buckwheat waffle, topped with fresh cashew butter and fruit. Fresh Bar also offers fresh-squeezed juices, which Ritchie said have “really, really taken off.” However, that’s not to say the entire menu is healthy. Ritchie noted traditional comfort foods — french fries, hamburgers, pizza, chicken tenders — are still super popular.

The idea is to have options. A student might grab a slice of pizza for lunch and then eat a vegan wrap for dinner. But no matter the offer, dietary or ‘free-from’ labels are also increasingly important, and Ritchie said he and his team are working to stay ahead of this trend. “We have the top eight allergens (milk, eggs, fish, crustacean shellfish, tree nuts, peanuts, wheat and soybeans), and then we also indicate whether it’s vegan and vegetarian,” he said.

FRONT END Profile

The ‘ﬂexitarian’ or ‘plant-based’ trend is growing. According to Innova Market Insights, claims for plantbased food and beverage launches saw a compound annual growth rate of 57% from 2015 to 2019.

CAMPUS CHANGES Since its start, the Fresh Bar has been operating as a takeout-only model, and that’s expected to continue through the winter quarter. Other safety precautions include plexiglass shields for cashiers, face Ritchie also makes a point of offering a diverse shields and masks for all guest-facing staff, a selection of menu items and will reach out to stu15-minute sanitation rotation and altered queuing. dent groups on campus, particularly the different “It’s all about speed of service,” Ritchie said. international or cultural groups, to find out what “We’ve definitely made a lot of changes in that they’d like to see on the menu and ensure their area.” favorite foods are represented. At the start of the fall semester, campus dining is The dining services will also host pop-up dinalso rolling out mobile ordering through GET Moners (three are scheduled for this quarter) as a way bile for five of its concepts — an initiative the team to test new menu items or ideas. If the response is got up and running in just three months. positive, it may be added long-term. Students can order and pay with their student “We opened a ramen concept recently, and that card, all through the app, then retrieve their order was based on positive feedback we got from one of at a designated pickup point. So far, Ritchie said, our pop-ups,” Ritchie said. the response has been “really, really positive.” While CWU does have a fairly diverse student population, Ritchie noted that Gen Z as a whole is exposed to more diverse, international foods overall and are “more willing to try things than (older) generations.”

The menu at CWU’s Fresh Bar concept incorporates ingredients grown on the campus’ own farm.

CSTORE DECISIONS •

October 2020

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FRONT END Profile

reducing dining services’ footprint. Prior to the decision, the team conducted a study with a student group to ﬁnd out how much disposable packaging it was going through each day in its dining hall alone. Ultimately, Ritchie said, making the switch was a no-brainer. “It was pretty staggering,” he said. “It made us understand that this is impactful.”

“It’s something that I normally wouldn’t suggest you do in three months,” Ritchie said. “(But) it was worth our while to make it happen. … We’re hoping 20%, 30%, 40% of our orders end up being mobile by the end of the year.” While safety is the priority, there are some notable disadvantages to takeout versus dine-in, such as the presentation of the food, or plating. Packaging is also especially important with a takeout model. The entire campus dining program is currently moving to all-compostable, eco-friendly to-go packaging through World Centric, with the goal of

Starting in the fall semester, CWU Dining Services is offering mobile ordering and payment for ﬁve of its concepts.

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CSTORE DECISIONS •

October 2020

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quickBites CUSTOMERS CARRY ON DURING COVID-19 CONFIDENCE IN CLEANLINESS

A recent Cintas Corp. poll shows consumer confidence relies on visible signs of cleanliness. 68% Would feel more conﬁdent entering public facilities if employees and patrons were wearing masks 62% Say frequent disinfection and sanitization of restrooms would make them feel more self-assured 61% Would feel more conﬁdent if the facility has implemented additional cleaning and disinfecting protocols Survey was conducted online within the U.S. by The Harris Poll on behalf of Cintas from July 23-27, 2020, among 2,039 U.S. adults ages 18 and older. Source: Cintas Corp., Sept. 2020

FOOD COSTS ON THE RISE

THE STATE OF MAIN STREET

Consumer Price Index percentage changes in seven food categories comparing 2018, 2019 and previous 12 months through July 2020 show food prices are increasing. % Change July 2019 to July 2020 Meats

10.20%

% Change 2018

% Change 2019

0.40%

1.30%

A sample of 465 Main Street small-to-mediumsized businesses were asked about how their finances have been affected since the early days of the crisis and the measures they are taking to safeguard their firms from cash-flow shortfalls.

248 Average number of days they expect the pandemic to last

Poultry

7.40%

0.30%

-0.30%

Fish & Seafood

3.60%

2.10%

1.60%

Eggs

7.30%

10.80%

-10.00%

Dairy Products

4.40%

-0.50%

1.00%

72% Cannot remain open more than one month with current funds

Fruits & Vegetables

2.30%

1.10%

1.00%

39% Cannot remain open for even one week if revenue disrupted

Cereals & Bakery

2.80%

0.40%

1.40%

Source: Bureau of Labor Statistics’ Consumer Price Indexes (not seasonally adjusted) and forecasts by USDA, Economic Research Service, Aug. 25, 2020

42% Have reduced payrolls due to the pandemic

Source: PYMNTS.com, The Main Street’s Six-Month Checkpoint: The State of Main Street Businesses Amid the Pandemic, September 2020.

DINERS SHOWING CONTROLLED CAUTION 82% Support a national mask mandate 83% Think restaurants should have some set of safety rules 77% Feel safest getting food from drive-throughs 50% Feel safer eating at independent restaurants vs. chains 56% Are more careful than a month ago Source: Datassential, “Mask On, Eyes Up: Summer 2020 Restaurant Industry Trends”

CSTORE DECISIONS •

October 2020

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FRONT END News

Open Pantry Elevates C-Store Veteran Jim Schutz to COO After years of running Open Pantry’s daily operations, Schutz is embracing a fresh title — chief operating officer — that adds leverage as he tackles the chain’s pandemic response and future goals. Erin Del Conte • Executive Editor

Pleasant Prairie, Wis.-based Open Pantry Food Marts is celebrating longtime partner Jim Schutz, who earlier this year accepted the title of chief operating officer (COO), in the midst of the COVID-19 pandemic. “Jim has really been running Open Pantry for the last eight years,” said Robert Buhler, president and CEO of Open Pantry, which operates seven c-stores in Wisconsin. Schutz has a long history with Open Pantry, beginning in 2002 when he started as a field manager overseeing 15 sites. From there, he directed the chain’s food offering in the role of food development manager. In 2008, he was again promoted to vice president of operations and human resources, and in 2014, he began managing daily operations for the company. In 2015, Schutz stepped out from under the Open Pantry umbrella when he became the managing partner of S&W Retail Consultants LLC, but he continued to manage the day-to-day operations at Open Pantry via the consulting arm. When the consulting company later dissolved, Schutz ran the daily operations for Open Pantry stores as a consulting managing director.

SERVANT LEADERSHIP Schutz noted that the new title of COO puts more authority into his role with Open Pantry and gives him the ability to better implement decisions for the company. “It allows me to expand into many more areas relative to Open Pantry that the former title of managing director didn’t (allow as easily),” Schutz explained. “Jim’s done a superb job each year,” Buhler said. “He’s been through a lot with our stores. … I want the world to know that Jim Schutz is the guy running Open Pantry, period — and that he has chief operat24

CSTORE DECISIONS •

October 2020

ing authority. This title change tells the world he has done a great job.” Schutz embodies the role of a servant leader — serving others and the needs of the organization first. For example, Schutz took immediate leadership of the chain’s pandemic response this spring when the COVID-19 pandemic arrived. “Our COVID initiative, when we didn’t even know it was COVID, was really driven by Jim. He took the initiative well ahead of the curve … and drove our response week over week, upping our standards,” Buhler said. Among other proactive measures, Schutz spearheaded a formal COVID-19 policy for the c-stores so the business had a plan for how to react if employees became ill or are exposed to the virus, directly or indirectly. Heading into the back half of 2020, Schutz has a lot on the docket, but it’s mostly business as usual for the c-store veteran. Open Pantry is increasing store hours that were decreased early on in the pandemic. The chain is also “in full swing” on a major remodel at one of its sites in Brookfield, Wis., which is set to be completed later this month. “I truly respect where I’m at today and the title of chief operating officer because I believe the title has a lot of influence in vendor relations and with members of the state and local communities,” Schutz said. He added, “My time as a consultant for Open Pantry was gratifying, a lot was accomplished, and I truly enjoyed the challenge; however, coming back into the fold with Open Pantry as chief operating officer further allows me to grow our business. I’m excited for the future of Open Pantry.” “I too am excited about Jim leading our company, particularly as COO,” Buhler said. “There is no better c-store operations person.”

cstoredecisions.com

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CMY

FRONT END News

Parkland Shares

Exclusive Details of U.S. On the Run Branding Purchase of On the Run licensing will unify U.S., Canadian stores under an established brand, leveraging scale and name recognition. Thomas Mulloy • Senior Editor

Parkland Corp. has acquired the license for the exclusive use of the On the Run trademark in the majority of U.S. states from Alimentation Couche-Tard, allowing it to create a unified North American convenience store brand, Parkland USA executives announced Sept. 10, in an exclusive meeting with CStore Decisions. The deal also provides what the company called a clear path to purchase the brand down the road. “Instead of coming in and trying to convert one local brand to another and deal with inter-team rivalries, it allows us to start fresh with a new national brand that, obviously, already has established value — but for our (U.S.) stores will be a good new look,” Doug Haugh, Parkland USA president, told CStore Decisions. Parkland USA currently owns around 60 stores with 26

CSTORE DECISIONS •

October 2020

another 300 dealer locations and already operates under the On the Run flag across Canada, having purchased its exclusive rights there around four years ago. Parkland has since invested in developing the brand and is in the process of refreshing its locations in Canada. Extending the power of that name made the most sense for its U.S. operation. “A lot of our marketing programs, loyalty programs, just imaging, branding, merchandising have really been centered around rolling out new On the Run sites, building new On the Run stores and retrofitting and rebranding stores, really coast to coast across Canada,” said Haugh. That effort gives Parkland a head start in expanding On the Run to its U.S. locations, allowing the company to leverage the scale of its entire North American operation. Parkland believes that extending the On the Run flag into the U.S. will be good for its customers, too.

cstoredecisions.com

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WonderBar Hooks Inventory Control

WonderBar® Displays are the versatile heroes the Trion product family, Keep thoseof carded products tidy and easy to you the rescue when you need to coming see when add inventory control muscle and to merchandise clips (ICCs) togood yourlooks standard, medium, items all sizes. Hooks can heavy or of extra heavyThese wire Bar hook displays. lift heavy their capable arms. These handyloads clipsin keep merchandise Display Scan, Saddle Mount ortoPlug faced and or double as a marker let there are Trion WonderBar Hooks you in, know when it’s time to reorder or for every need.Available in Rabbit Ear re-stock products. ICC and circular Sham configurations. Or order with half-moon ATICC Inventory control clips already pre-mounted on the hook for you.

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Cold Front Forecast Exciting Cross Sells

Air Flow Baffle Mini Dual Lane Trays Pin-Stop Waterfall Hooks

The forecast is a cold cooler front when Staging Areas Built In you use Air Flow Baffle inrevenue, coolers. This miniTrion’s tray leads to maximum For Grab-and-Go Beverage Sales Product temperature can be difficult to because it allows complimentary items to ® maintain at together. the front of alanes cooler. This be featured Dual adjust to These strong, downward-canted Air Flow Baffle ensures that cold air is fit narrow merchandise sizes as small as waterfall hooks lift more weights than The most versatile and cost-effective, 3 forward to keep items at their ". 1forced Each lane features a separate pusher ⁄ 4 a personal trainer. Ready for a workout, Grab-and-Go system onyour the ideal Useavailable as part of paddle to keep products forwarded and Trion temperature. Industries’ hooks display heavy market.outfitting Shelf-based and cooler-ready, cooler strategy, along with faced. Feature itemsweights of different widths products, like free in multiple t h i s a n c h o® r eBar d sy s t e m b i l l b o aand rds WonderBar Merchandisers via asymmetric configurations. Cross sizes, with bothlane sales and safety in mind. product for easy selection and fast sale. TM hooks, EWT a variety Expandable Wire Tray merchandise of products with Your customers can easily browse the ® ZIP Track forwards and faces product ® System, and cooler capable Clear Scan ease. Trays install without and out merchandise, which is tools held in lift place

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offers a wide range of adjustability weights. Give them a try.Create Your Own Merchandising Masterpiece for this ever-evolving category and Call 800-444-4665 | TrionOnline.com beverage package designs.

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Clear ScanCapable Label Holders Cooler AMT ®

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Flip-Scan Hooks WonderBar Hooks Flip-Scan hooks are an open Arms and shut Scan-It Scan ®

® of use. The articulated case for ease WonderBar Displays the versatile Scan-It do this?are Scan-It do that? label holder lifts and out of the way heroes of the up Trion family, Scan-Its do product it all! Scan-Its forcoming easy product access, then falls back to you need make it r easy and G ethe t Crescue e a twhen i to v e label Get Creative to vertical for viewing product and price muscle and good looks toregardless merchandise price products, of info.items Our unique label holder open ofplan-o-gram all sizes. These Barflexes Hooks can fixture layout, Mirror, mirror on the wall. Youpaper can be labels can be inserted so plain Mirror, mirror on the wall. You can be lift heavy loads inproduct their capable arms. unusual shape, or the most difficult item to display of effortlessly. Available with short the most difficult item to display of Display or Scan, Saddle Mount or label Plug spaced displays. all. Clever merchandisers use tightly large or full length label strips and all. Clever merchandisers use large in, there are Trion WonderBar Hooks literature holders forholders three-dimensional, When you need a flexible awkwardly sized items like mirrors, constructed of long-life materials, these literature holders for three-dimensional, for every aidneed. to label and price items framed art, clocks, and more. attractive Available durable, scan hooks outfit awkwardly sized items likecan mirrors, quickly and conveniently, turn to in a range of sizes, gauges, and weights, all display surfaces, including pegboard, framed art, clocks, and more. Available this Swiss Trion’s large literature holders can be Army knife of outfitting. grid, crossbar, and and corrugated. in accommodate a range of TM sizes, gauges, weights, spaced horizontally slatwall, to allis available Scan-It in a range of ® Fully compatible with the Clearcan Scan manner of product sizes. Trion’s large literature holders be back plate sizes and label holder Holder System for C-channel, Call 800-444-4665Label |spaced TrionOnline.com horizontally to accommodate all configurations. shelf edge, wire basket, and refrigerated manner of product sizes.

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Extruded Air Flow S i gSign n UBaffle p Holders ! S i g n U pour ! promotional Check out theisbenefits of The forecast a cold cooler front when Extruded Sign Holders products, and you’ll want to sign up! Extruded Sign Holders

you use Trion’s Air Flow Baffle in coolers. Check outsign the benefits our promotional Extruded holders of are multi-purpose Product temperature bepromotional difficult to Check out the benefits can of our products, and you’llneeds. want to up! to fit your fixture Usesign plastic maintain atand theyou’ll front want of a cooler. products, to sign This up! Extruded sign holders are multi-purpose pushbuttons to attach signs to cold pegboard. Air Flow Baffle ensures air is Extruded sign holders arethat multi-purpose to fit FISH your Tip fixture needs. to Useposition plastic TM Use forced forward to hooks keep items their to fit your fixture needs. Use atplastic pushbuttons to attach signs to pegboard. outboard on pegboard, slatwall and ideal temperature. Use as to part ofmore. your pushbuttons to attach signs pegboard. Use FISH Tip TM make hooks to to position These sign holders it easy define coolerFISH outfitting with Use Tip TM strategy, hooks toalong position outboard on ®pegboard, slatwall more. product categories update priceand specials, WonderBar Bar Merchandisers and outboard on pegboard, slatwall and more. These signproduct holders make it easyand to define TM highlight features, offer hooks, EWT Expandable Wire Tray These sign holders make it easy to define productdeals categories priceExtruded specials, special yourupdate customers. System, categories and to cooler capable Clear Scan® product update price specials, highlight product features, and offer sign holders are offered in 4 heights and label holders. highlight product features, and offer special deals to your customers. Extruded almost any length. Staggered rear mounts special deals to your customers. Extruded Call holders 800-444-4665 | TrionOnline.com sign are offered in 4 heights and allow positioning at 4 different heights. sign holders are offered in 4 heights and almost any length. Staggered rear mounts Call 800-444-4665 | TrionOnline.com almost any length. Staggered rear mounts allow positioning at 4 different heights. allow positioning at 4 different heights.

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ScanLock Hook Locks Cooler Capable AMT Stop! Thief! Send your loss prevention ScanLock Hook Locks Neatly effectively display cooler team forand a long lunch when Scanlock ScanLock Hook Locks ®

and Hook freezer items, including yogurt, Stop! Thief! Send your loss prevention Scan Locks are on the job. The great Stop! Thief! Send your loss prevention ® dips, puddings, ice cream, single-serve team for a long lunch when Scanlock price is a steal in itself, but don’t let the team for a long lunch when Scanlock® foods, and more. Our small Adjustable Scan Hook Locks are on the job. The great deal fool you. These locks secure most Scan Hook Locks are on the job. The great Merchandising Tray (AMT) fits aretrofit range price is a steal itself, but don’t let the common scan in hooks and can price is a steal in itself, but don’t let the of 4- fool to 6-ounce cups;locks the medium AMT deal you. These secure most existing hooks. Choose your preferred deal fool you. These locks secure most organizespurchase mid-range offerings; and the common scan hooks and canalone retrofit lock-up: the locks or common scan hooks and can retrofit large AMT gives ice cream lovers pause existing hooks. Choose your preferred choose full lock-and-hook combinations. existing hooks. Choose your preferred to browse and choose a pintalone of their lock-up: purchase the locks or Open hooks when customers request, lock-up: purchase the locks alone or favorite flavor (hmmm ...why not get both choose full lock-and-hook combinations. then replace items and re-lock without choose full lock-and-hook combinations. Cherry Vanilla and key. Rocky Road?). This Open hooks customers request, the need forwhen the Even the lock Open hooks when customers request, manual-feed tray that products then replace items without itself is secure, as ensures it and staysre-lock in place while then replace items and re-lock without remain faced accessible. Time to the need for and the key. Even the lock items are accessed by staff. These locks the need for the key. Even the lock re-stock? Just lift out and refill. Add Clear itself is secure, as it stays in place while have been rightly accused of protecting itself®is secure, as it stays in place while items are accessed by staff. locks Scan Label Holder, and you’re finished! merchandise of all types whileThese protecting items are accessed by staff. These locks have been rightly accused of protecting your profits. Verdict: guilty! Call 800-444-4665 | TrionOnline.com have been rightly accused of protecting merchandise of all types while protecting Call 800-444-4665 | TrionOnline.com merchandise of all types while protecting your profits. Verdict: guilty! your profits. Verdict: guilty!

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Tool Displayers WonderBar EWT Large Tool Displayers tools are attractively merchandised. Trion Tool Displayers If you think the WonderBar EWT is Hammer sales when home and garden

specialty hooks are meet designed to work as great, wait till you its big Hammer sales when home andbrother! garden tools arethe attractively merchandised. Trion hard as items they hold. Sort, Oversized just like some of angle, your tools are attractively merchandised. Trion specialty hooks are types designed to work as hang, and sell all of hand tools products,hooks this weightlifter stays strong specialty are designed to work as hard as the items display, they hold. Sort, angle, using a pegboard then nail down on both metal and open wire shelves hard as the items they hold. Sort, angle, hang, and with sell accessories all types oflike hand the our tools Flipanddetails bar. installation hang, andOne-piece sell all types of handmeans tools using ® a pegboard display, then nail down Scan Label Holders and Strips, Scaninto ItTM you can drop this bad boy right using a pegboard display, then nail down the details with accessories like our FlipSign Holders, wall tags, and more. place, adjust needed, like andour watch the details with as accessories FlipScan® Label Holders and Strips, Scan ItTM the ®800-444-4665 revenue increase. The EWT takes Call | TrionOnline.com Scan Label Holders and Strips, Scan ItTM Sign Holders, wall tags, and more. overHolders, from there, automatically Sign wall tags, and more.feeding Call 800-444-4665 | TrionOnline.com product to the front and billboarding

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heroes of the Trion product family, Slat or flat! Trion Industries makes slatgrid clip, you get choicewhen of label holder to your theIndustries rescue you need Slatcoming or flat! Trion makes slatgrid or flatgrid scan hooks for that. Flip or or styles. Choose from flatback metal, muscle and good looks to merchandise or flatgrid scan hooks for that. Flip or clip, you getbackplates your choice of label prong, holder open wire in single of allyour sizes.choice Theseof Bar Hooks can clip,items you get label holder styles. Choose from flatback metal, or loop, scan loads hook fronts. You then have liftorheavy in their capable arms. styles. Choose from flatback metal, or open wire backplates in single prong, a choice of label holder styles. The entire Display Scan, Saddle Plug open wire or backplates in Mount single or prong, loop, orofscan hook fronts. You then have range 1 ", 3" and 4"WonderBar grid surfaces are Trion Hooks loop,in,orthere scanare hook fronts. You then have a choice of label holderorstyles. Theisentire supported. If slatwire gridwall your for every need. a choice of",label holder styles. The entire range of 1 3" and gridchoice surfaces are display surface, your4"hook should range of 1 ", 3" and 4" grid surfaces are supported. If slatwire or gridwall is your be Trion. supported. If slatwire or gridwall is your display surface, your hook choice should Call 800-444-4665 TrionOnline.com display surface, your |hook choice should be Trion. be Trion.

The ART OF Merchandising

Merchandising is more than fitout and fixtures. It’s the art of creating an attractive, well-organized retail presentation. as with any artistic composition, a wide variety of tools

may

used

create

your

masterpiece. In retail Visual Merchandising, a gondola, pegboard, slatwall or shelf is your blank canvas. When combined with tools such as display hooks, label and sign holders, bar merchandisers, tray systems, and merchandising accessories, there are endless ways to effectively display all kinds of products and inspire your target audience to make a purchase. As one of the world’s top retail fixture manufacturers, Trion offers a generous palette of over 25,000 components with 55 years of experience using them to execute precise planogram solutions, store designs and retail displays. call us to turn your vision into an inspired retail masterpiece.

new Zip Track ® Merchandising sYsTeM displaY & scan hOOks label hOlder sYsTeMs securiTY & anTi-TheFT FixTures divider & pusher sYsTeMs bar Merchandising sYsTeMs cOOler Merchandising sYsTeMs

COURTING CUSTOMER CONFIDENCE “We’ve got company-operated facilities, we’ve got dealer facilities, and this brand allows us to link those in terms of capability,” said Ian White, senior vice president of strategic marketing for Parkland. “So that, to the consumer, it’s one brand. It’s one powerful brand. It’s a brand where they know that they can get a consistent customer experience when they walk in and out of our facilities.” The agreement allows Parkland to present a more consistent offer throughout North America, according to Parkland USA Vice President of Retail Dan Dunstan. The next step in the U.S. will be fresh store designs that will include drive-through capabilities and expanded food offers, he added. Parkland will also consolidate its loyalty programs with customer payment options as a key component. Parkland plans to initially introduce a half-dozen pilot locations in the U.S., starting with a redesigned store in Bismarck, N.D., planned for completion the first quarter of 2021, Dunstan explained. The other locations have not been finalized, but potential sites include St. George, Utah, as well as some others in the Salt Lake City area. Parkland’s typical Canadian store design and size is drastically different from those in the U.S., which generally have a larger footprint. That won’t change. Dunstan said that the company will enhance the larger store offering in the U.S. Parkland USA is assessing features like frictionless checkout and the use of mobile technology that help create a quick in-and-out customer experience, according to White. Pickup and delivery options were already in the redesign mix even before the onset of the current COVID-19 pandemic. SIMMERING EXPANDED FOODSERVICE Much of the current foodservice offering will stay at many of the newly branded locations, but Parkland expects to upgrade its offering chainwide. “Obviously we have some Subways and pizza programs and chicken programs,” said Dunstan. “And those will continue to work in a number of our locations. But as part of On the Run, certainly we want to launch a food offer that can be consistently rolled out across our sites.” That’ll include increasing the fresh food offering, which Dunstan called “a critical piece for us.” A strong loyalty program will also be a key component of the On the Run launch. While consolidating the current handful of separate loyalty programs under one umbrella with the On the Run label is a daunting cstoredecisions.com

Parkland’s new U.S. locations slated to fly the On the Run banner have a larger footprint than their soon-to-be Canadian counterparts. Parkland will also expand foodservice offerings in addition to its current pizza and chicken programs and its Subway restaurants.

task, Parkland has successfully navigated those waters before when it decommissioned a pair of loyalty programs in the Canadian market. The On the Run program will bring “all customers into a single platform while offering a seamless interface for customers to find our sites, reward them with in-store promotions, allow for pickup and delivery options, and obviously easy ACH-payment options, while rewarding them with points and discounts for their next purchase,” Dunstan said. Converting all U.S. stores to the On the Run banner involves unifying four different chains, all of which currently have rewards programs in place, Dunstan said. All four, though, share the same reward provider, making the consolidation easier. The new, as yet unnamed program will be backcourt driven, Dunstan added. As it is now, Parkland USA has 12 fuel brands with loyalty programs of their own. A solid brand wasn’t the only important element of the deal. Parkland made sure to keep its franchisees top of mind. “One (consideration) is we do know the power of the On the Run brand, and it’s not just the brand and the experience,” White said. “It’s also the operational elements that come with a strong dealer business.” White stressed that Parkland wanted to have a strong business model, operating model and support structure in place to give franchisees confidence in the rebranding effort. October 2020 • CSTORE DECISIONS

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Power Market Jump-Starts

Expansion The family-owned company is growing its network of company-owned stores and ExtraMile locations, while launching a wholesale branch, proprietary delivery service, loyalty program and developing its first cashierless store. Erin Del Conte â&#x20AC;˘ Executive Editor

CSTORE DECISIONS â&#x20AC;˘

February 2020

cstoredecisions.com

In 1996, Sal Hassan, president and CEO of H&S Energy (center), began Hassan and Sons Inc., now the holding company for H&S Energy Products LLC, through which the company operates its Power Market convenience stores. Today, two generations are involved in operating the family business. Photos by: Alexander John, founder, One Ten Media.

Power Market

In 2015, H&S Energy launched its Power Market c-store brand after it acquired nearly 50 locations from Tower Market in Northern California.

H&S Energy has soared to a 112-store operation since its debut in the mid-’90s, and it’s set to escalate growth in the year ahead. With 46 company-owned Power Market convenience stores in Northern California and 56 ExtraMile c-stores in Southern California, the company has its sights set on doubling its store count in the next ﬁve years. But H&S Energy has more immediate expansion plans as well, starting with growing enrollment in its new loyalty program and mobile app, which it launched this past September. The company is set to launch a wholesale business to help supply stores in November. It’s also growing its electric vehicle (EV) charging capacity, proprietary and third-party delivery options and rebranding its proprietary deli program. And, as the second generation of the family business moves into leadership roles at the company, they’re spearheading Power Market’s ﬁrst cashierless store launch in Q1 of 2021. EARLY DAYS

In August 1996, Sal Hassan, president and CEO of H&S Energy, began Hassan and Sons Inc., now the holding company for H&S Energy Products LLC, through which the company operates its Power Market convenience stores. While Hassan didn’t have previous convenience store-speciﬁc experience, he came from a family of entrepreneurs. “I wanted to have a business that (provided) a needed commodity, and fuel was that business,” Hassan said. At the time, the fuel and energy sectors were evolving. “Oil companies and operators of fuel stations were adding convenience stores to their stations,” he said. Hassan became an early adopter of the trend when he opened his ﬁrst c-store in Cypress, Calif., in 1998. The site was located on a former 30

CSTORE DECISIONS •

October 2020

gas station property in an old shopping center. “The gas station was a 76 that was actually demolished before I acquired the real estate. And so (my store) was a new build and new to the industry,” he said. From there, Hassan set his eyes on growth. “I was fortunate to have the support of my family at that time to help me get started. I teamed up with Chevron Oil Co., as they were our first branded location,” Hassan said. “They were going through a reorganization themselves, where they were divesting some of their stores. Because I was operating at a high level and doing a great job, they offered (to let) me buy some of their stores.” Hassan took Chevron up on its offer and began growing the company in 1999. That same year, Hassan’s brother, Victor Hassan, joined him in the business as partner and chief operations manager, making it a true family venture. “We split the roles of the company, where I was responsible for the finance and strategic growth, and he was responsible for operations,” Sal Hassan said. “Between Victor and I, we grew the company from one location to, today, over 100 locations in California.” H&S Energy first began growing its fleet of stores as a franchisee of Chevron’s ExtraMile brand. Today, 56 of its c-store sites carry the ExtraMile banner, and the stores feature two Chevron gas brands — Chevron and Texaco. In 2015, the company launched its proprietary Power Market c-store brand when it acquired cstoredecisions.com

AVAILABLE IN 2 FOR 99¢, 2 FOR $1.49 AND SAVE ON 2 POUCHES For more information, contact your Swedish Match representative. 800-367-3677 • customer.service@smna.com • whiteowlcigar.com © 2020 SMCI Holding, Inc.

Economic Landscape

Two generations of the Hassan family are involved in the running of the family business. From left: Araby Hassan, marketing and sales coordinator; Victor Hassan, chief operations manager; Sal Hassan, president and CEO; Hana Hassan, head of public relations and social media; and Amir Hassan, operations coordinator.

nearly 50 locations from Tower Market in Northern California. The Power Market stores are also branded Chevron and Texaco, with the exception of two H&S-branded stations. The company also operates 26 car washes — two of which are full-service car washes — under the banner “H&S Carwash,” which are co-located on Power Market and ExtraMile c-store properties. “Our focus today is on growing our network of convenience stores — either bringing in new-toindustry locations or acquiring existing companies to grow our network,” said Sal Hassan. “And we’re unilaterally going to grow our Power Market stores and our ExtraMile stores, both in the North and South of California.” Today, Victor and Sal are joined by the second generation. Sal’s son, Amir, is the operations coordinator, and Sal’s daughter, Hana, heads the team’s public relations and social media efforts. Victor’s son, Araby, acts as marketing and sales coordinator for the business. NEXT-GEN LEADERSHIP

“It’s amazing to be a part of the family business and work with family toward a single goal,” said 32

CSTORE DECISIONS •

October 2020

Amir Hassan. He officially joined the company as a cashier when he was 18 years old. “I had to wait until I was 18 because that’s when I could stand behind the register alone,” he explained. But Amir remembers that his father used to take him on routine mystery shopping visits on Saturdays. “It was through these visits that I grew to understand the proper image of a c-store, how important the proper customer interaction is and the importance of having a strong team and system in order to achieve the operational efficiency that we wanted,” he said. “So, I guess on my resume, you can technically say I started at five years old.” Despite his early introduction to the family business, Amir had originally planned to become a doctor, but something kept pulling him back into the family business. “I felt that it was my destiny to be a part of H&S Energy and bring in fresh blood to move it into the future,” he said. Today, he’s proud to be a part of the family-owned and operated company. “Family businesses have proven time and time again to be more patient with how they use their

cstoredecisions.com

O C R E G R Y BUS R U O Y INE W O SS GR UR GROCERY BUSI O Y NES W O S GR

WITH

#1 BRANDS WITH #1 BRANDS

Grocery sales are up in convenience stores as consumers seek new channels to their — butstores not just any groceries willchannels do. to Grocerystock sales are up pantries in convenience as consumers seek new stock their pantries — but not just any groceries will do.

Iconic brands like Folgers®, Smucker’s®, Jif® and Milk-Bone® are outperforming ®, Smucker’s®, Jif ® and Milk-Bone® are outperforming Iconic like Folgers theirbrands categories. Stock up to capture your fair share of the growth. their categories. Stock up to capture your fair share of the growth.

Contact your distributor or visit Contact your distributor or visit SmuckerAwayFromHome.com. SmuckerAwayFromHome.com. Sources: CSP – Grocery Sales Rise C-Stores, NACs Survey APR 3,3,2020, Sources: CSP – Grocery SalesinRise in C-Stores, NACs Survey APR 2020, https://www.cspdailynews.com/general-merchandise/grocery-sales-rise-c-stores-nacs-survey-shows https://www.cspdailynews.com/general-merchandise/grocery-sales-rise-c-stores-nacs-survey-shows IRI Total C-Store Sales, $L12 Weeks Ending 6.14.20 IRI Total$C-Store Sales, L12 Weeks Ending 6.14.20

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H&S Energy plans to introduce a cashierless store pilot program in the new year, spearheaded by the second generation in the family business. In the meantime, the chain is launching a mobile app with a loyalty program.

capital,” Amir Hassan said. “They hold strong values and traditions and are also able to make decisions faster because they’re usually all on the same page and want the same goals, which are to grow and also to ensure the company’s success for the next generation.” H&S Energy, he noted, is no different. The chain also sees its long-term employees as family, too. Many team members have been with the company from the start or for more than 20 years. DESIGN INNOVATION

Most of The Power Market c-stores are located on the outskirts of many Northern California towns, and as a result, they act as the local neighborhood destination for groceries, dairy products and fresh fruits. The stores provide a wide variety of grocery items from traditional snacks and sodas to freshly cut meat and handmade sandwiches to fresh produce and pet products. The chain also aims to carry a selection of products that cater to what each individual community needs. WHOLESALE DISTRIBUTION ARM

This November, H&S Energy is introducing a wholesale distribution branch, H&S Wholesale. The move will allow H&S Energy to become a distributor to its own stores, as well as to other local convenience store brands, and better source products tailored to its communities. “We are concentrating on products that are locally grown and locally produced in the U.S. because we believe that we need to support the local economy and the national economy by

One major beneﬁt to being an ExtraMile franchisee is that Chevron keeps the brand continuously updated in terms of design and amenities. Currently, the ExtraMile stores are embarking on a refresh that includes a revamped image, a new color scheme that incorporates more blacks and grays, and a more modern design apOur focus today is on growing our network pearance overall. of convenience stores — either bringing in H&S Energy’s Power Market stores feature a color scheme that includes new-to-industry locations or acquiring greens, browns and blues. The stores existing companies to grow our network. are also large, with some Power Market stores measuring more than 10,000 And we’re unilaterally going to grow our square feet. Power Market stores and our ExtraMile stores, “Our Power Market stores are ﬁve to six times larger than our largest Extraboth in the North and South of California. Mile store,” Amir Hassan said. — Sal Hassan, president and CEO of H&S Energy 34

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Power Market

H&S Energy has added third-party delivery services and is also introducing its own proprietary delivery service via its new app to help customers get foodservice and other products delivered right to their doors.

buying products made in the USA,” Sal Hassan said. The chain has been planning the wholesale arm for some time. “We were looking for the proper location and the proper partnership with vendors and manufacturers to start our project,” Sal Hassan explained. When the wholesale distribution company opens this November, it will be located in Woodland, Calif. DELIS & DELIVERY

In addition to taking ownership of its supply chain, H&S Energy is also focused on improving and expanding its foodservice offerings. Power Market stores offer full-service proprietary delis at seven locations, which offer fresh-made sandwiches, hot and cold salads, fried chicken and burritos, among other food items. The chain has been adding more healthy options to its menus, including more salads and Mediterranean-inspired selections. All proprietary deli food is made in-house. “We have our chefs, our butchers — we do that all on our own,” Amir Hassan said. The chain is in a process of branding its proprietary deli program under the “Snap Deli” name. “Our new deli concept aims to provide our customers with a clean and healthy food option,” said Marketing and Sales Coordinator Araby Hassan. “In some of our areas where we are planning on rolling this out, there aren’t many restaurants nor healthy food options nearby. Doing so will allow our customers to enjoy a nice meal inside our stores.” 36

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Listen to the CStore Decisions Live Podcast on H&S Energy and Power Market at CStoreDecisions. com/2020/09/18/podcast-the-hassan-family-growspower-market-convenience-stores/.

H&S Energy’s ExtraMile locations also offer food programs created by the ExtraMile franchise, including roller grill offerings, nachos at select locations and hot, pre-made sandwiches. Power Market stores that don’t include full delis provide hot food programs similar to the ExtraMile stores, with small pizzas, chicken bites and tornadoes, roller grill offerings and nachos. In the age of COVID-19, H&S Energy is also putting extra emphasis on growing its third-party food delivery services for its entire network of Power Market and ExtraMile locations though partnerships with Uber Eats, Instacart and DoorDash, among others. In March, before the pandemic arrived, H&S Energy had already launched third-party delivery options for its fullservice delis and had begun preliminary talks with thirdparty delivery companies on expanding the service across its store network. As a result, when COVID-19 hit, H&S

cstoredecisions.com

Power Mart

H&S Energy plans to double its total store count from 112 convenience stores today to more than 200 in the next ﬁve years, expanding its footprint of both ExtraMile and Power Market stores.

Energy was able to quickly move forward with third-party delivery and curbside pickup in May. “We were actually the ﬁrst convenience store on the West Coast to offer delivery on the new Uber Essentials platform with Uber Eats,” Amir Hassan said. “Also, we were one of the ﬁrst c-stores to offer the same delivery services through Instacart.” TECH CRUNCH

This September, H&S Energy introduced a mobile app featuring a new loyalty program and proprietary delivery service available to

“

Family businesses have proven time and time again to be more patient with how they use their capital. They hold strong values and traditions and are also able to make decisions faster because they’re usually all on the same page and want the same goals, which are to grow and also to ensure the company’s success for the next generation.

“

— Amir Hassan, operations coordinator for H&S Energy 38

CSTORE DECISIONS •

October 2020

its entire network of stores. The proprietary delivery program includes special offers that differentiate it from the third-party delivery options, allowing customers to enjoy the same deals they get in-store on their phone. The proprietary delivery service will use H&S Energy’s own delivery drivers. “We’ve seen good growth with these delivery services as more people are becoming accustomed to gas station delivery and c-store delivery,” Amir Hassan said. “We look for continued growth in that with our proprietary service.” The loyalty program — speciﬁc to its Power Market stores — is called Power Market Loyalty, and it allows customers — its ‘Power Family’ — to earn points, which are known as ‘Power Bucks.’ “It’s something we’re very excited about,” Amir Hassan said. “Through our loyalty program, customers will be able to save at the pump and at the store. With every purchase you make at the store, those purchases get turned into points that you can redeem on future purchases. We will even be offering our loyalty members special discounts that will be exclusively available to them.” The mobile app will provide a list of all H&S Energy locations (Power Market and ExtraMile), directions to the stores and the services each store provides, such as car wash, propane, deli and delivery services where applicable. The app will also alert users to special offerings available at the nearest locations. H&S Energy is also moving into EV charging. “We’ve teamed up with leaders in the EV charging industry to provide our customers with the choice to ﬁll up with gas, diesel, E85 or charge their cars — all in one location,” Amir Hassan said. “We understand that there are various modes of fueling or charging up your car, so we want to offer our customers the various options that are out there.” Today, the chain features about 15 EV chargers at various H&S Energy locations. “They’re the fast turbochargers,” explained Amir Hassan. “We have plans to continue to grow that through all of our locations in California.” But its biggest technological leap will come in Q1 of 2021 when Power Market introduces a cashierless store

cstoredecisions.com

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pilot program at a handful of its locations. The cashierless store initiative, Sal Hassan noted, is “the new generation’s project. It’s Amir and Araby’s project. We are trying to always stay with the trends or hopefully ahead of the trends.” “What really inspired me with the cashierless (store),” Amir Hassan said, “was I went to a Sacramento Kings NBA basketball game about a year ago with Araby, and we saw that they had a cashierless store in their stadium.” While the cousins were familiar with Amazon Go and Zippin in San Francisco, at the time, they hadn’t seen a traditional c-store attempt a cashierless conversion. Araby and Amir began spearheading an autonomous store project. A few strategically selected locations are set to pilot the program early next year.

This November, H&S Energy is rolling out a new wholesale distribution center to better source an array of products for its stores.

being able to take care of customers and employees during COVID-19 was important to H&S Energy’s mission. “We adjusted quickly to accommodate our customers’ needs to make sure that we had enough products for our customers to take home to their families,” Sal Hassan said. “We adjusted our operating hours to also help our employees attend to their families when they’re needed.” While the pandemic continues, it hasn’t slowed down the Hassan family. In 2021 and beyond, H&S Energy plans to grow — via acquisitions and new builds — both its ExtraMile and Power Market locations. The goal is to double its total store count from 112 convenience stores today to more than 200 in the next five years, explained Amir Hassan. “With every location added, we must analyze whether the ExtraMile or Power Market banner would best fit with the traffic, demographic and surrounding market.” As it expands under both banners, H&S Energy’s second generation is committed to keeping the company on the leading edge of tomorrow’s digital innovation. CSD

ADAPTING TO THE NEW NORMAL

When the COVID-19 pandemic arrived, business slowed at first, but Power Market’s ability to provide needed groceries to customers helped it thrive despite the challenges. “We were able to pick up a lot of business from the neighborhood as we became their place to go and get groceries and house supplies,” Sal Hassan said. He views COVID-19 as an event that taught his chain how to adapt quickly to new circumstances — a key skill to hone that can be especially critical in times of crisis. What’s more, 40

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cstoredecisions.com

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Foodservice Column | Takeout Packaging

TOP TIPS FOR TAKEOUT PACKAGING SUCCESS As more c-stores add curbside pickup and delivery, foodservice takeout packaging is becoming a bigger consideration. These tips and tricks can help you ensure your food is arriving at its destination in the same condition as it leaves your store. Jessica Williams • Food Forward Thinking

When the COVID-19 pandemic arrived, c-stores began adjusting their business practices to hold on to foodservice customers in the midst of state lockdowns, like adding curbside pickup and delivery services, if they didn’t already have those options in place. Many c-stores, accustomed to providing the best packaging for instant dashboard dining, began adjusting takeout options with delivery and drive times in mind to ensure products arrived at their destination in top form. Let’s explore the journey our food and beverages take to reach our customers and discover how we can improve the quality of the customer experience. DELIVERY PACKAGING

Imagine it’s 120 degrees Fahrenheit outside and your convenience store’s foodservice menu is offering salads, burgers and fries. You’ve added orderahead and delivery through your new mobile app due to the COVID-19 pandemic. A delivery order has just come in, and you have to get this salad, burger and fries, plus cold fountain drink, to a customer several miles away.

CSTORE DECISIONS •

October 2020

How will you keep the icy fountain drinks from melting and spilling? The key is to use coolers with cup holders designed to keep beverages upright and snug and add re-freezable food-safe freezer packs to keep them cold. Make sure lids stay securely in place, ensure straw holes stay closed during transport, and use sip-saver plugs. If melting ice waters down drinks, keep ice and beverages in separate cups for delivery.

cstoredecisions.com

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Are you keeping cold items apart from hot items? Separating hot and cold food in different compartments or delivery bags can result in a better eating experience. Bonus points for catering-style, branded boxes that include wrapped cutlery and showcase your thoughtfulness. Pro Tip: Play offense with hungry delivery service drivers and give them their very own small fries, half-dozen doughnut holes or small sweet tea. Write the cost into the delivery fee and show hospitality to the driver as you thank them and trust them to leave the rest of the food undisturbed.

TAKEOUT PACKAGING

In order to gauge your takeout packaging quality, begin with what you have. Start by placing your topselling food and beverages in current packaging, close the takeout bags and boxes, and set everything on a counter. Set a timer for 20 minutes, then dive into your meal. Very objectively, make a judgement call on the quality. Is this as good as fresh? If you see room for improvement to the texture, try some basic adjustments to your current packaging. Often boxes have overlooked perforated sections for ventilation that can be opened to let steam and moisture out of crispy items like fries and chicken tenders. If your package doesnâ&#x20AC;&#x2122;t have that option, then play the role of packaging engineer, cut holes and see if quality improves in round two. If that works, perhaps you can source some new ventilated packaging.

The COVID-19 pandemic has pushed c-stores to choose takeout packaging that moves past dashboard dining and forward to meet the demands of delivery and take-home trends. 44

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“

Pro Tip: Play offense with hungry delivery service drivers and give them their very own small fries, half-dozen doughnut holes or small sweet tea. Write the cost into the delivery fee and show hospitality to the driver as you thank them and trust them to leave the rest of the food undisturbed. – Jessica Williams, founder of Food Forward Thinking

Pro Tip: Leave paper bags open when they contain fries; this non-technical move will absolutely result in lower temperatures, but higher-quality fries. You may also want to consider moving to coated or battered fries or thicker-cut fries, which stand up better to ride times. Another easy win for successful takeaway experiences: Present obvious choices to meet consumer demand for speed and touchless interactions on single-serve items. Search locally and online for creative ways to uniquely package customer favorites for a great takeaway experience. For example, a pre-packed box of a dozen doughnuts and a half-gallon of coffee can be a signiﬁcant upsell from

your normal $1.99 combo, allow customers a touch-free experience and save precious morning commute time. Whether you decide to invest in specialty delivery equipment, discover that small packaging upgrades improve quality or include a thank-you to your delivery driver, you can make a positive impact on the way your customers experience your brand on the go. CSD Jessica Williams founded Food Forward Thinking LLC as a consultancy to meet the operational demands of foodservice in restaurants, convenience stores and groceries. She enjoys helping clients solve problems and elevate food quality. She can be reached at Jess@FoodForwardThinking.com.

Foodservice | Hispanic Foods

fast facts:

• It is important for c-store operators to know what countries are represented in the communities they serve as each has its own traditions, specialty items and ﬂavor proﬁles. • Hispanic buying power in the U.S. hit $1.5 trillion in 2018 and is set to grow by another $400 million by 2023, according to C+R Research.

Reaching Hispanic Customers

Although foods such as empanadas, tacos and burritos have been eagerly embraced by Americans spanning all demographics, retailers who also focus marketing efforts directly on Latinx communities can reap even greater rewards.

Marilyn Odesser-Torpey • Associate Editor

America’s Hispanic population, the largest minority cultural group in the U.S., is expected to grow from over 60 million to 70 million by 2022, with a buying power that is projected to increase by an additional $400 million by 2023 from its 2018 total of $1.5 trillion, according to Jorge Martinez-Bonilla, vice president of the Hispanic Division of C+R Research, a Chicago-based multicultural market research firm, and the U.S. Census Bureau. With all that money on the table, the potential is tremendous for c-store retailers who learn what their surrounding Hispanic communities want and develop marketing strategies targeted to them, Martinez-Bonilla said. He emphasized that reaching these consumers requires more than just translating their menus and other signs into Spanish. “Hispanic is not a single group or monolith; the people come from a variety of different cultures bound only by the Spanish language,” he explained. It is important, he noted, to know what countries are represented in the surrounding communities because each has its own traditions, specialty items and flavor profiles. Mexicans, he said, are likely to crave tacos, while Salvadorans are more likely to prefer pupusas, and Colombians and Venezuelans, arepas.

Foodservice | Hispanic Food

Yesway-owned Allsup’s offers not only its Hispanic-inspired signature beef and bean and chili relleno-style Hatch green chile burritos, but also a variety of other items with Hispanic and Latinx appeal.

Outside of the prepared foods arena, stores can stock their bakeries with pan dulce, like conchas or other pastries and sweet breads, and their grocery aisles with familiar packaged snacks such as Takis chips in a variety of flavors, Martinez-Bonilla said. SERVING LATINX CUSTOMERS

In addition to offering numerous Hispanic-inspired foodservice selections such as their signature beef and bean and “chile rellenostyle” Hatch green chile burritos, Allsup’s, which has 304 stores in New Mexico, West Texas and Oklahoma and is owned by Yesway, appeals to Latinx snackers with its popular line of private-label hot sauce, flour and corn tortillas, Hatch green chile salsa and corn chips, noted George Banister, vice president of special projects for Yesway/Allsup’s. A new fall addition to the chips lineup is the Smokin’ Hot Nacho Tostada flavor.

The stores in Texas and New Mexico serve a clientele that is 43% Hispanic. Other favorite foodservice items in those stores are pork tamales, both hot and mild, and a chicken and cheese flauta, a deep-fried, filled, rolled-up tortilla, said Scott Stanfield, Allsupâ&#x20AC;&#x2122;s foodservice category manager. Even customers who do not speak English are comfortable shopping in the stores, he said, as many of the employees are Spanish-speaking. CEFCO Convenience Stores has 220 locations in Texas, Louisiana, Arkansas, Alabama, Mississippi and Florida, a number of which Whatâ&#x20AC;&#x2122;s the Difference Between Hispanic & Latinx? serve a large Mexican clientele. Last spring, in While the two terms are often used interchangeably, two new Texas stores, the company introduced they have different meanings. a made-to-order burrito station where customHispanic: R efers to Spanish-speaking people or those ers choose from a variety of fillings and topwith Spanish-speaking ancestry. pings as they go down a steam table line. Latinx: T he gender-neutral term for all people of Latin The made-to-order burritos will also be American descent. available in two other Texas locations currently

Foodservice | Hispanic Food

“

Many people think that authentic Mexican fare has to be just the traditional products and flavor profiles. But cutting-edge and fusion cuisine, like a breakfast burrito with maple-flavored bacon, can also be authentic if they respect and honor the culture. 1

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— Carlos Acevedo, foodservice director, CEFCO

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under construction. At 40 other locations, customers can get their burrito fix with grab-and-go versions from the warmers. Inviting their customers to play with their food, the burrito bar options include roasted corn with onion and jalapeño, “a tip of the hat” to elote, the grilled, seasoned street corn that is a wildly popular snack in Mexico. The stores also make their own pico de gallo. “Many people think that authentic Mexican fare has to be just the traditional products and flavor profiles,” said Carlos Acevedo, CEFCO’s foodservice director. “But cutting-edge and fusion cuisine, like a breakfast burrito with maple-flavored bacon, can also be authentic if they respect and honor the culture.” Acevedo explained that he looks at items that are regional, restaurant or street food favorites to stay “a little ahead of the curve” in introducing new products and flavor profiles. For instance, he is planning to add beef barbacoa and carnitas as limited-time offers on the burrito bar and has just added a chorizo and scrambled egg item to the breakfast menu. CSD cstoredecisions.com

“WHEN YOUR SHELVES ARE EMPTY, I ROLL UP MY SLEEVES.” PAUL OBOS MERCHANDISER

Shelves don’t stock themselves. Predictable stocking times used to make stocking easy, but now, every day is totally different. And absent employees leave no one to do the job. Paul Obos gets it. He’s doubled his own workday, visiting twice as many stores to help with planning, stocking and even cleaning. Having a partner on-site so often has helped restore some normalcy to the shelves and stores.

CanDoDoneDaily.com for the full story Del Monte word mark and the Del Monte Shield Logo are registered trademarks used under license from Del Monte Foods, Inc. © 2020 Del Monte International GmbH . All rights reserved.

Foodservice | Chef’s Corner

Adapting the Menu Amid Changing

Customer Demands

Kwik Chek is updating its menu offerings, integrating customer feedback and looking for opportunities to maximize food basket rings, all while adapting to new protocols during a pandemic. Erin Del Conte • Executive Editor

Customer food preferences have changed during COVID-19, with more customers looking for takeout and delivery options. Savvy c-store retailers like Kwik Chek are listening to their customers and transforming their food offerings to ﬁt the needs of today. 52

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cstoredecisions.com

Foodservice | Chef’s Corner

CStore Decisions recently caught up with Benjamin Hoffmeyer, vice president of marketing and food service for Spicewood, Texas-based Kwik Chek, which operates close to 50 locations in Texas and Oklahoma, to learn more about the chain’s latest foodservice initiatives, how it is adapting during COVID-19 and the ins and outs of operating foodservice in a small space. CStore Decisions (CSD): How has the pandemic impacted foodservice/ food best practices at Kwik Chek? Benjamin Hoffmeyer (BH): We have seen customer traffic decline by double digits, with much of it happening during the breakfast daypart, which is our biggest daypart. On the positive side, we have been able to adapt and adjust our menu to offer take-home family meals like King Ranch Chicken, tamales and brisket by the pound with sides, all under $19.99. This has helped boost the average ticket to help offset some of the foot traffic declines. The pandemic has also affected foodservice supplies like gloves, which are a staple item for our restaurant and in short supply for our team members. Being flexible and focus-

ing on getting supplies ﬁrst became a priority over the cost, as it meant prioritizing our customers’ and team members’ safety ﬁrst. Labor sourcing has also been a challenge at our company but in recent weeks has improved. Little things, such as ensuring our team has safety gear like masks, shields and extra hand sanitizer available to protect them and the public, has eased some of the stress in our stores.

CSD: Are there any new foodservice considerations or expectations heading into fall? BH: A couple of months ago, we surveyed all of our loyalty customers and asked them various foodservice questions about what they wanted and how we were doing. We were very surprised by some of the feedback on what customers wanted, including healthier options and fewer fried products. In response to our customers’ feedback, we are launching healthier options like grilled chicken tenders, chicken rice pilaf, fresh broccoli, side salads and corn on our menu. On our cold line, we are adapting to allow for fresh, made-to-order salads, or the option to add a salad to their order of fajita tacos or fresh handbreaded tenders. We were quite surprised in some of our most rural areas that the No. 1 request was for grilled chicken tenders, considering the thousands of hand-breaded fried chicken tenders we sell each week. Additionally, starting in September, we are adding Monday through Friday ‘Daily Specials’ like Quesadilla Fridays, Chicken Fried Steak Wednesdays and Tamale Mondays as our customers During the pandemic Kwik Chek adjusted its menu to offer noted menu fatigue. We are take-home family meals all for under $19.99. This helped also adjusting our marketing boost the average ticket to help offset foot trafﬁc declines. strategies and offering quar54

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Benjamin Hoffmeyer, vice president of marketing and food service, Kwik Chek

terly limited-time offers (LTOs). We had gotten away from this to simplify operations, but our customers told us in the survey they want more variety. This is a balancing act between having the right amount of assortment and being able to execute operationally. For the fall season, we will feature our Smokehouse BBQ Pork Rib Plate for $7.99 and our Family of Four Meals for $19.99, which includes a full rack of ribs, two large sides and four rolls. Customers are tired of their own cooking and the lack of new LTOs in the restaurant market. This is a great time to offer your customers new items that can help deter menu fatigue. CSD: What new protocols are you using, and/or how are you changing offerings to ﬁt the new normal? BH: From a safety standpoint, we have additional protocols in place to wash hands more often and for the changing of gloves. In many cases, we have stations where folks do not leave a particular area, i.e. they may do prep for the day where other employee may only serve the guest. This is especially important if you have small, tight kitchen quarters. During the peak of COVID-19, we had pulled back from new-item LTOs and did very little promoting and focused on simplifying operations since stafﬁng was a big issue and customer cstoredecisions.com

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Foodservice | Chef’s Corner

During the peak of the COVID-19 pandemic, Kwik Chek focused on simplifying operations amid staffing challenges and customer-count declines. It paused limited-time offers and updated its menus, replacing mediocre sellers with unique items like Smokehouse BBQ Pork Ribs and Fresh-Made Chicken- or Beef-Fajita Quesadillas.

counts were down double digits. We also recently cut many dead-weight menu items that sold OK but were not rock-star sellers. This allowed us to bring on different unique items like the Smokehouse BBQ Pork Ribs and Fresh-Made Chicken- or BeefFajita Quesadillas. If you want to introduce new items, something has to come off the menu to allow for operational excellence. Since COVID-19, we have a greater focus on take-home family meal deals like breakfast and lunch six-packs and 10-pack taco deals. Our LTOs are also focused around immediate consumption and take-home family meal deals. For example, our Smokehouse BBQ Pork Ribs can be purchased as singles, plates or as a Family Meal Deal for four. Customers can also buy the whole slab separately. CSD: What else are you focused on when it comes to foodservice today? BH: We are also highly focused on maximizing each transaction and building the average ticket to help offset the decline in customer counts. One way we have done this is by developing “Local Faves,” where we 56

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created unique names for our fully loaded Add-On Tacos & Biscuits like Bandit Taco, El Jefe Taco, TXB Taco, Boss Hogg Taco, Wrangler Taco, Big Foot Taco or Piglet Biscuit. Products come pre-built, and the most popular add-ons and LTOs and are sold at a higher price and marketed as premium and cravable upgrade options. This has been one of the most successful tactics to build our average ticket and improve speed of service, ordering and taco-building. Take-home packaging is also a key factor in supporting this initiative. Having the right packaging to allow a customer to drive home 30-40 minutes is key to keep product fresh, crispy or moist, especially when you’re dealing with fried chicken, grilled chicken or handmade flourtortilla tacos. We are also starting to sign up additional third-party delivery companies and working on mobile app ordering for curbside pickup. All of these little pieces come together if done right to create a truly delicious customer experience. CSD: What are some must-have pieces of equipment to make

October 2020

c-store foodservice successful in your opinion and why? BH: It depends on what you want to be famous for in foodservice. In my career I have seen c-stores go through their ‘Food Product Life Cycle,’ where they start off doing roller grills, then graduate to microwave hot-box items, then move on to assembly-type products where proteins, cheese and bread or biscuits are assembled. Then, they eventually graduate to their ‘Famous For’ products. Those couple of key product segments that you want to be ‘Famous For’ really dictate what type of equipment you need. Our focus at Kwik Chek is on being famous for high-quality, cravable and delicious food, where our ‘Hero Products’ — that’s what we call our most famous products that drive our business — are our hand-breaded fresh chicken and handmade flourtortilla tacos. Essential equipment for us includes a flat-top grill to grill our sizzling fresh fajitas or quesadillas. Hot cases with steam and dry-heat controls and sections display our crispy hand-breaded tenders and tacos. We learned very

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quickly that some cases are better for fried chicken, but not necessarily great for holding taco proteins and sides. Other key pieces of equipment are holding ovens, which allow you to

recover after that 12 p.m. lunch rush. Your ability to recover after each major rush could be limited by the type of equipment you provide to your front-line operators.

CSD: What trends are you seeing currently in foodservice? BH: Foodservice delivery and curbside pickup are keeping a lot of restaurants open. We currently have partnerships with DoorDash and are looking to expand our foodservice reach to as many providers as possible. We are also looking to add mobile ordering and curbside pickup in the near future to allow our customers more convenience. We’re also starting to see some restaurants bring back LTOs — some being new items and some being ‘two-for’ options. We are a fan of always leading with quality, new-item LTOs and less with price as it has a bigger impact on our sales and profitability. CSD: Are there any new foodservice offerings at Kwik Chek you want to tell us about? BH: Our fajita quesadillas were widely successful in August. For September-October, we launched our new Smokehouse Pork Ribs, which is a great, hearty item for our guests. In November-December we will feature tamales and freshsmoked pulled-pork tacos and sandwiches. CSD: What’s your favorite thing about your current role? BH: Being able to create change for our company. The c-store and restaurant businesses are evolving quickly and being able to adapt to those changes to create a better customer experience is definitely a benefit I enjoy. The other piece I enjoy most about my role is working with our great food team and our 600-plus team members. Seeing them grow professionally and work toward a common goal is truly something special to see. CSD

CSTORE DECISIONS •

October 2020

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Foodservice Column | Healthy Food

IS HEALTHY FOOD

IMPORTANT FOR C-STORES? While c-stores aren’t historically known for nutritious food options, many top-quartile chains are prioritizing healthy fare today amid growing consumer demand for healthful menu items. Julie Guy • Foodservice IP

The convenience store channel is still a relative “newbie” to foodservice, even though it has been gaining traction for the past 25 years. Most of the industry remains well acquainted with Clark Griswold’s famous quote in the 1983 film “Vacation”— “I’m so hungry I could eat a sandwich from a gas station” — which summed up the majority perception of c-store foodservice 40 years ago. Prior to the 1990s, the convenience store was more likely to hold a pot of coffee and a few well-aged hot dogs endlessly rotating on a grill. Fast forward to the 2010s, and foodservice at c-stores became more mainstream as chains began experimenting with drive-throughs, dinner options, fresh-cut fruits, grab-and-go salads, made-to-order meals and even baristas. The change in c-store perception has been due to both operators’ desire for the higher margins of prepared foods — to replace falling margins in other categories like cigarettes and fuel — and the changing demographics of the U.S. consumer. 60

CSTORE DECISIONS •

October 2020

Today, the core c-store shopper demographic includes both millennials and Gen Z, who came of age after many top-quartile c-stores began upgrading their foodservice sections to resemble a Panera Bread or similar fast-casual concept, complete with fresh, made-toorder healthy fare. HEALTH FOCUS

Enter 2020. This year has brought unforeseen challenges to the c-store world like no other. As the COVID-19 pandemic keeps its grip on the country, c-stores are losing daily commuters, who used to seek breakfast and lunch options on the way to work.

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Foodservice Column | Healthy Food

Importance of Healthy & Nutritious Food in Choice of Concept

Age Group

Foodservice IP tracked 500 foodservice customers on a quarterly basis. When asked the question “How important is health and nutrition when selecting a restaurant?” 72% of respondents said healthy and nutritious food was a key consideration when selecting a foodservice establishment. As shown here, Gen Z and millennials aren’t the only ones who find healthy food important. Broken out by demographic, the 35-44 year old demographic, which includes older millennials and Gen X, were the most likely, at 80%, to say healthy fare was a key factor, followed by ages 45-64, at 79%.

While retailers have had to adapt to technology, curbside pickup, delivery, social media and sanitation, consumers have not necessarily changed the order of the top five critical factors used to select and prioritize away-from-home occasions. In a typical year, prepared foods selection is based on convenient location, the food offered, taste, affordability and the speed of the transaction. Convenience store

May 2020 Top 2 Box Importance

16-24

72%

25-34

76%

35-44

80%

45-54

79%

55-64

79%

Source: Foodservice IP May 2020 Survey

customers have not wavered on the importance of health and nutrition in concept selection during the pandemic, however. It is nestled within the next selection tier with factors such as courteous employees, highquality ingredients and portion sizes. Meanwhile, the performance of most c-stores when it comes to healthy food options still lags behind several competing channels. That said, healthy and nutritious food desires are no longer a fad. As millennials and Gen Z become the primary consumers of away-fromhome food, their desires for social responsibility and demand for healthy — but great-tasting — items are only expected to increase. Across the board, consumers are interested in healthier options, but millennials and Gen Z specifically are the primary consumers as they have been introduced to a broader menu than Gen X and baby boomers ever were. Because these younger generations prioritize healthy food, it’s unwise for c-stores to ignore this

As customers look to minimize trips, c-stores are providing an ideal one-stop shop where they can stock up on products, including healthy food, quickly while social distancing.

CSTORE DECISIONS •

October 2020

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Foodservice Column | Healthy Food

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October 2020

foodservice segment. Many top quartile c-stores, as a result, are doubling down on healthy menu items. The need for healthy food options is expected to increase as consumers limit trips in general — and more so during the pandemic — and continue to work and attend school from home with no end in sight. Meal kits, for example, are already on the rise because consumers are looking for convenient ways to achieve a balanced diet during lockdowns. What’s more, as customers look to minimize trips, c-stores are providing an ideal one-stop shop where they can stock up quickly while social distancing. Instead of visiting a quick-service restaurant and a supermarket, shoppers are able to get gasoline and pick up milk and prepared foods from a single c-store location. This shift in shopping habits makes stocking a variety of healthy food options key for c-stores that are vying to be the store customers select for this single trip. CSD Julie Guy is a senior associate at Foodservice IP, www. foodserviceip.com. Foodservice IP is a research-based management consulting firm and is launching a comprehensive c-store grab-and-go foodservice study with shoppers and retailers. More details can be found at https://foodserviceip. com/wp-content/uploads/2020/08/FSIP_c-store_8_2020.pdf

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Category Management | Candy, Gum & Mints

Has COVID-19 Burst

Candy’s Bubble? C-store retailers are unwrapping the impact of the pandemic on sales of candy, gum and mints. Anne Baye Ericksen • Contributing Editor

Not only has the COVID-19 pandemic disrupted daily life for customers, and with it their shopping habits and needs, but it’s also affecting their priorities when it comes to candy selection. “It’s interesting, the moment mask-wearing became part of everyday life, the need and demand for fresh breath declines,” said Joe Bortner, category manager for center store at Rutter’s, which operates more than 75 c-stores in three states. “Mints and gum have been disrupted the most through COVID-19.”

CSTORE DECISIONS •

October 2020

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Category Management | Candy, Gum & Mints

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It’s interesting, the moment maskwearing became part of everyday life, the need and demand for fresh breath declines. — Joe Bortner, category manager for center store, Rutter’s

That seems to be the consensus throughout the cstore industry. As people avoided workplaces and social settings, demand to freshen breath evaporated. Both Mondelēz International (maker of Trident and Stride) and Hershey (producer of Ice Breakers and Breath Savers) noted that business for gum and mints fell by at least 20% during the ﬁrst quarter of this year. According to IRI, a Chicago-based research ﬁrm, national c-store dollar sales for gum fell by more than 8% for the 52 weeks ending June 14, 2020, and nearly 12% for breath fresheners. Summer sales dropped further: 12.5% for gum and 16.8% for breath fresheners over the 52 weeks ending Aug. 9, 2020.

The wearing of masks during the pandemic may have lowered the demand for fresh breath products like gum and mints.

Confectionary Disruption While most candy, gum and mints sales in U.S. convenience stores lost footing this year, certain chocolates made great gains. Dollar Sales 52 Weeks Ending Aug. 9, 2020

1-Year % Change

Unit Sales 52 Weeks Ending Aug. 9, 2020

1-Year % Change

Regular gum

$153 M

-13.9%

155 M

-16.5%

Sugarless gum

$777 M

-12.2%

379 M

-19.9%

Chocolate candy box/bag/bar < 3.5 oz.

$2.41 B

1.8%

1.39 B

-5.7%

Chocolate candy box/bag/bar > 3.5 oz.

$386 M

1.7%

152 M

-2.9%

Chocolate candy snack size

$1.99 M

-33.8%

584,442

-44.2%

Gift box chocolates

$415,509

5.5%

183,259

46.6%

Novelty chocolate candy

$3.24 M

23.7%

1.94 M

85.1%

$368,990

34.9%

110,999

14.5%

Non-chocolate candy

$2.18 B

3.7%

1.39 B

-3.6%

Breath fresheners

$198 M

-16.8%

94.2 M

-19.5%

Product

Sugar-free chocolate candy

Source: Market Advantage TSV; IRI Liquid Data, Total U.S. Convenience, latest 52 weeks ending Aug. 9, 2020

CSTORE DECISIONS •

October 2020

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Category Management | Candy, Gum & Mints

While many consumers stocking up on peg candy and chocolate lifted sales during the initial lockdown months of the pandemic, lack of traffic reversed those gains. As lockdowns ease, c-stores are hoping buyers haven’t become too accustomed to online purchasing.

But some convenience stores are beginning to see a rebound as customers venture out following extended lockdowns. “We saw at worst a 20% drop in volume at the end of spring but are starting to trend closer to our preCOVID-19 numbers as store traffic picks back up,” said Lisa Ham, Yesway’s center store senior category manager. With a new headquarters in Fort Worth, Texas, Yesway’s c-store network spans 407 stores located in Iowa, Texas, New Mexico, Oklahoma, Kansas, Missouri, Nebraska, South Dakota and Wyoming — and includes the 304-store Allsup’s chain. CANDY BOOST

While limited socialization popped profits on gum and mints, chocolate and candy still produced for retailers. In fact, the onset of COVID-19 may have boosted sales temporarily because consumers stocked up on sugary cravings before stay-at-home orders became official. “Consumers appreciate and value chocolate and candy during these uncertain times because of

CSTORE DECISIONS •

October 2020

Chewy Candy Leads Non-Chocolate Dollar Sales

Non-chocolate candy dollar sales were up 3.7% for the 52 weeks ending Aug. 9, 2020, led by chewy candy at $1.56 billion in sales, up 5.5%. Novelty non-chocolate candy dollar sales saw an uptick of 8.8% year over year. Non-Chocolate Candy Type

Dollar Sales 52 Weeks Ending Aug. 9, 2020

1-Year % Change

Non-chocolate candy

$2.18 B

3.7%

Caramel/taffy/taffy apples/kits/dips

$376,646

-27.1%

Hard sugar candy/pkg & roll candy

$90.4 M

-6.2%

Licorice box/bag

$115 M

-0.1%

Non-chocolate chewy candy

$1.56 B

5.5%

Novelty non-chocolate candy

$212 M

8.8%

Plain mints

$75.0 M

-8.3%

Specialty nut/coconut candy

$112 M

-3.6%

Sugar-free diet candy

$921,636

-2.8%

Source: Market Advantage TSV; IRI Liquid Data, Total U.S. Convenience, latest 52 weeks ending Aug. 9, 2020

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Category Management | Candy, Gum & Mints

CSTORE DECISIONS •

October 2020

We saw at worst a 20% drop in volume at the end of spring, but are starting to trend closer to our pre-COVID-19 numbers as store trafﬁc picks back up.

“

their uncanny ability to boost moods and lighten perspectives,” said Carly Schildhaus, spokesperson for the National Confectioners Association. “We’ve seen strong response to M&M’S (Fudge) Brownie ﬂavor, Snickers White and ChocolateCovered Payday. We’ve seen 61% in our display purchases this year, with innovation making up the bulk of the lift,” said David Hendrix Jr., who directs merchandising for Summerwood Partners. The Bryant, Ark.-based company includes 39 Big Red Stores. “At the height of the stay-at-home orders, we saw a 41% increase in peg (candy) sales, which more than compensated for the loss in single serve,” noted Ham. As the month dragged on, however, in-store trafﬁc slowed. Although chocolate and nonchocolate candy each posted gains in dollar sales (1.5% and 3.7%, respectively, per IRI), unit sales in

— Lisa Ham, center store senior category manager, Yesway

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Category Management | Candy, Gum & Mints

TOP 5 Chocolate Candy Brands by Dollar Sales for Box/Bag/Bar < 3.5 Ounces

Chocolate candy box/bag/bars smaller than 3.5 ounces brought in dollar sales of $2.41 billion for the 52 weeks ending Aug. 9, 2020, up 1.8% year-over-year. The Hershey Co. led the segment with sales of $1.28 billion, followed by Mars at $922 million.

Brand

Dollar Sales 52 Weeks Ending Aug. 9. 2020

1-Year % Change

Chocolate candy box/bag/bar < 3.5 oz.

$2.41 B

1.8%

The Hershey Co. chocolate candy box/bag/bar

$1.28 B

4.2%

Mars Inc. chocolate candy box/bag/bar a year-to-year comparison for $87.7 M -1.8% the 52 weeks ending Aug. 9, Ferrero USA Inc. chocolate candy box/bag/bar 2020, declined — all chocolate $25.1 M 1165.5% Ferrero Ardennes SA chocolate candy box/bag/bar products dipped 5.7% and $9.60 M -7.6% non-chocolate candy slipped Tootsie Roll Ind. Inc. chocolate candy box/bag/bar 3.6%. Snack-size chocolates Source: Market Advantage TSV; IRI Liquid Data, Total U.S. Convenience, latest 52 weeks ending Aug. 9, 2020 sustained the biggest hit, dropping more than 44%. Mintel research suggested customers will continue into the yearly agreements; so, in some way, we viewing candy as an affordable pleasure over the next are already locked in,” said Hendrix. several months, but where they’ll shop for it matters “We’ll still have some single-serve Halloween most to c-stores, which in 2019 claimed 35.7% of all options as planned, but that will be the extent to confectionary transactions per the National Association our offers for the holiday,” added Ham. of Convenience Stores (NACS). A Top Data survey this Others still see the event full of potential, summer revealed nearly 90% of respondents confirmed perhaps because novelty chocolate items they intend to continue buying grocery and household cashed in during COVID-19. IRI reported novelty items online after a coronavirus cure and/or vaccine. chocolate candy year-over-year unit sales soared In response to the pandemic and customers’ shift by more than 85%. to online ordering, many c-store retailers are offering “Halloween has always been a significant products for in-app and online shopping for delivery season for us,” noted Bortner. “I expect that to and curbside pickup. remain the same for 2020 with it being such a difficult year for so many.” CSD $922 M

-1.9%

SEASONAL CONSIDERATIONS

Under these unprecedented circumstances, Halloween could be either a treat or trick for convenience stores this year. Candy-makers announced varying positions: Hershey stated it will shift some products to more “everyday” packaging, while Mars Wrigley is embracing the holiday with traditional Halloween-themed packaging for Skittles and M&M’S. Retailers differ on seasonal marketing approaches this year, too. “The candy companies have built holiday offerings

CSTORE DECISIONS •

October 2020

fast facts: • Summer sales dropped 12.5% for gum and 16.8% for breath fresheners. • Novelty chocolate candy sales soared by more than 85%. • Nearly 90% of shoppers plan to continue buying groceries and other goods online post-coronavirus.

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Category Management Column | Tobacco

CHALLENGING CALIFORNIA’S

ANTI-TOBACCO CULTURE The pending ban on menthol, flavored tobacco and e-cigarette flavors will have a devastating impact on convenience stores. John Lofstock • Editor-in-Chief

Retailers across the country are struggling mightily to keep their doors open, employees working and sales flowing amid the COVID-19 pandemic. A record number of chains have been forced to file for Chapter 11 bankruptcy or shutter their brands altogether. These aren’t some momand-pop outfits, either. These brands include some of the most venerable and iconic retail banners in the country, including Lord & Taylor, Neiman Marcus, GNC and Brooks Brothers. And when these doors close for good, all the jobs they provided and the tax revenue they generated for municipalities go with them. Against this backdrop, it’s even more unbelievable that California lawmakers — following Massachusetts’ lead — could be so clueless and callous as to gleefully hammer nails into the coffin of the state’s already struggling convenience store industry. For the past six months, convenience stores have fought to keep doors open, employees safe and still provide every customer with what they need to get through this unprecedented pandemic. Fuel sales have been down, in-store sales have lagged and foodservice sales have slowed. 76

CSTORE DECISIONS •

October 2020

2021

cstoredecisions.com

Category Management Column | Tobacco

Yet, in the midst of this crisis and the growing concern retailers are facing over how to pay the bills and keep employees on the payroll, Gov. Gavin Newsom, D-Calif., decided the real problem in his state was tobacco and signed a sweeping bill into law that bans the sale of flavored tobacco products beginning Jan. 1. At a press conference Aug. 28, Newsom and the California Senate took a victory lap deriding retailers and tobacco companies. It was a circus and completely unnecessary. The myopic legislation includes bans on menthol cigarettes, flavored tobacco and flavored e-cigarettes. For now, premium cigars, pipe tobacco and hookah products have been exempted, but they move forward with a large target on their backs as power-hungry zealots disregard a common-sense approach to tobacco regulations in favor of totalitarian tactics. What are they doing? Who wins here? Let’s set aside politics and the basic rights of adults to pick and choose how they live their lives for a moment and focus first and foremost on how the loss of these sales could be a death blow to many convenience stores, where tobacco accounts for as much as 33% of in-store sales. When those sales go away, so do jobs and tax revenue. What’s more, this legislation won’t really lead to anyone actually quitting smoking. It’s simply going to change where they buy their

CSTORE DECISIONS •

October 2020

products. In other words, it will push sales to the black market, neighboring states and online. There is a nearly 30-year track record that shows this will be the case. FIND A BETTER WAY

But now that legislators got their way, what’s next? Alcohol? Sugar? Sodium? Red meat? I can make a case that each of these items not used in moderation can be extremely harmful. When did the people so willingly give away their right to choose? Democratic lawmakers in California are the first to champion “my body, my choice” when it comes to certain issues. OK, I’m on board with that. Yet, when it comes to tobacco, the “my body, my choice” argument is discarded like yesterday’s bread. The outrageous myth that persists is that tobacco companies and retailers are targeting minors. It’s a tired story, and it’s simply not true. Tobacco companies and convenience store retailers are monitored and tracked. They have added training, have been subjected to countless sting operations, and have literally spent billions (with a b) dating back to the 1996 Master Settlement Agreement (MSA) funding programs to keep tobacco out of the hands of minors. There simply has got to be a better way than to punish responsible adults who enjoy a menthol cigarette for the behavior of minors who

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Category Management Column | Tobacco

“

The outrageous myth that persists is that tobacco companies and retailers are targeting minors. It’s a tired story, and it’s simply not true.

ignore and disregard the law. Here’s one way: How about punishing the minors who are caught with cigarettes? Why have virtually no laws been introduced to hold minors caught vaping or in possession of cigarettes accountable? Seems to me that if you want to stop minors from smoking, there would be at least ONE consequence for their actions. But no, when minors are caught with a cigarette, lawmakers leap onto their soapbox to blame retailers and tobacco companies. Really? Is it possible, perhaps, that some of the blame lies with the minor? Instead, they walk away with impunity.

CSTORE DECISIONS •

October 2020

When a 17-year-old is caught speeding or drag racing, that minor loses his or her license and receives an expensive ticket. And you know what? That kid isn’t going to be speeding again anytime soon. Yet, I haven’t heard a single lawmaker anywhere introduce a bill to ban Ford and Chevy. And why? Because it’s ridiculous, just as it is for not punishing minors who break tobacco laws. Even as I write this, I’m growing concerned that I’m giving California some ideas about car bans. Don’t even get me started on the age issue. We used to be adults at 18. Now it’s 21. I joined the military at 17 in 1987. I smoked back then. By

cstoredecisions.com

Category Management Column | Tobacco

the time I was 20, I had fought in a war, served three years on a submarine and took tremendous pride in defending my country. That was a lifetime ago, in a different era, in a different world. Back then, things like patriotism and honor and values still meant something pure. Today, they have negative connotations, and I simply don’t understand why. But as a service member, if I wanted to smoke, I was going to smoke. My body, my choice. Just like I chose to protect my country when it needed it most. There are thousands of young men and women in the military right now of all races, religions and backgrounds answering the nation’s call, giving everything they have to prepare and train to defend America. Every one of them will die if they have to in order to protect our way of life. There is no draft, so every one of them volunteered for this service to their county because they care about our future, our way of life and share the same values I shared for my country in 1987. Many are stationed in California, and sadly, some of them will be killed overseas. We accept this. The first rule of war is outstanding men and women will die. We can put these young adults in harm’s way without so much as blinking an eye, but God forbid a 19-yearold adult wants to relax at night and puff on a cherry vape. Give me a break. The priorities are wrong. The approach is all wrong. Legislation is needed by lawmakers who are committed to common sense bills and not selfinterest. No one is trying to deny that there are risks associated with smoking. We all know the risks. But lawmakers need to understand that the impact of these unilateral decisions will hurt local economies, put people out of work, force businesses to close and create a black market that they will not be able to control or legislate. It’s not a matter of if, but a matter of when. I shudder at the thought of what legislation they will consider then. CSD To respond or comment, please email John Lofstock, editor-in-chief of CStore Decisions, at jlofstock@wtwhmedia.com.

CSTORE DECISIONS •

October 2020

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SWISHER’S BOLD NEW FUTURE EMPOWERS CONVENIENCE RETAILERS With more than 200 million adult consumers in the U.S., there is no doubt that this segment is the largest and most important for today’s convenience John J. Miller retailer. It should President be no surprise that business growth is intrinsically tied to how a company pivots and evolves along with (and ahead of) the changing preferences of those adult consumers. While Swisher has always been centered on relationships with valued trade partners, particularly in the C-store space, today Swisher is more focused than ever on being the source those partners turn to for the insights and products that create direct connections with adult consumers. Innovative products are one important way to build the future, but they have to be matched with adult consumer insights, superior customer relationships and action to truly achieve the goal of becoming a leading adult consumer lifestyle brand.

SUCCESS SIMPLIFIED: A SERVICE MODEL BUILT AROUND YOU An important component of Swisher’s evolution is – Success Simplified – a platform that makes success easier and more profitable for trade partners. The platform is based on the tenets of

innovation, insights, action, reliability and shared success. These are delivered through a one-stop-shop offering of products, creative packaging, advanced manufacturing technologies, product guarantees and shared performance programs. This is just one example of how Swisher makes doing business easier. Ultimately, the Success Simplified approach is a win for Swisher’s valued partners.

INNOVATION

leader. Expertise, product knowledge and growth opportunities are delivered in one relationship through the recent alignment of the company’s offerings

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BRANDS YOU TRUST, BACKED BY CATEGORY FOCUS & EXPERTISE Since 1861, Swisher has always been driven by an entrepreneurial spirit and a passion to create. Throughout the decades, strategic acquisitions, technology improvements and product innovations have enabled Swisher to maintain its position as an industry

into five focused strategic businesses: Swisher Sweets Cigar Company (Cigars & Cigarillos); Fat Lip Brands (Smokeless); Drew Estate (Premium Cigars); Hempire (Hemp Products); and Rogue (Modern Oral Nicotine). In each category, trade partners have access to the strategies, product innovations and relationships that drive success.

THE WAYS SWISHER WORKS WITH YOU ARE UNCHANGED The business relationships that trade partners have formed with Swisher’s knowledgeable sales team will only be amplified further by this expanded effort. The evolution will enhance the category expertise, product knowledge and data-driven strategies that benefit customers. A renewed purpose celebrating human connection, fostering creative expression and strengthening community, along with the unwavering commitment to evolve with the tastes of adult consumers, will guide even deeper connections with partners and their customers. Swisher continues to evolve in order to keep you ahead. Learn more at Swisher.com/SuccessSimplified.

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Category Management | Vape

STEAMS Despite pressure from state and local regulations and competition from other segments, vape sales chart an upward course. Thomas Mulloy • Senior Editor

CSTORE DECISIONS •

October 2020

AHEAD E-cigarettes and vaping products are facing headwinds from all sides — from regulatory challenges to competition from nicotine replacement products to disruption amid COVID-19, which has nudged some vapers back to combustible tobacco products.

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Category Management Column | Vape

“

There are tax hikes on the Colorado and Oregon ballots that are likely to pass, it seems. We’re going to see tobacco tax increases in many states at least tried this year because of COVID. State coffers, states that started off without a great amount of money in reserve, they are going to be hurting.

“

– Greg Conley, president, American Vaping Association

Still, demand for e-cigs and vape products continues to grow. C-store dollar sales of electronic cigarettes have risen a hefty 6.8% for the 52 weeks ending Aug. 9, according to IRI, and unit sales are surging, seeing a 15.6% rise for the same period. And that’s with an average price drop of $1.13 per unit. HURDLES ABOUND

But the regulatory heat is rising. Most recently, California’s Gov. Gavin Newsom, D-Calif., signed into law Senate Bill 793, a ﬂavored vaping ban, on Aug. 28. Chicago passed a ﬂavored vape ban on Sept. 9, and backers of an Illinois state initiative that stalled last year said they plan to try again in 2021. Municipal and state bans are nothing new to vape manufacturers and retailers. And until federal guidelines, in the form of policy and/or legislation, set a standard for all jurisdictions those local restrictions will continue to trouble more convenience operators. Mark Lapierre, director of category management for Sylvania, Ohio-based S&G Stores’ 55 Stop & Go and In & Out Mart locations in Northwest Ohio, is already hampered by citywide regulation. Like other municipalities, e-cigarettes and vape products could be next.

Local Ordinance Update In a recent National Advisory Group (NAG) Virtual Session, Tom Briant, executive director of the National Association of Tobacco Outlets (NATO), pointed to the whopping 244 local tobacco ordinances proposed in the U.S. in the 52 weeks ending July 31, 2020; 168 focused on ﬂavor bans.

Source: National Association of Tobacco Outlets (NATO), 2020

CSTORE DECISIONS •

October 2020

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Category Management | Vape

DESPITE PANDEMIC, E-CIGARETTE DOLLAR AND UNIT SALES SEE HEFTY ANNUAL GAINS Electronic smoking devices saw dollar sales of $4.71 billion for the 52 weeks ending, Aug. 9, 2020, up, 6.8% over last year. Unit sales grew 15.6% to 346 million. PRODUCT

Dollar Sales Current

1-Year % Change

Unit Sales Current

1-Year % Change

Price per Unit

1-Year Change

Cigarettes

$56.5 B

1.5%

7.50 B

-3.8%

$7.53

$0.39

Smokeless Tobacco

$8.17 B

8.9%

1.43 B

2.9%

$5.70

$0.31

Electronic Smoking Devices

$4.71 B

6.8%

346 M

15.6%

$13.60

-$1.13

Source: Market Advantage TSV; IRI Liquid Data -Total Convenience Store Data for the 52 Weeks Ending Aug. 9, 2020

“We have menthol ban in Toledo city limits, which is difficult for us,” said Lapierre. “I think it's going to follow the normal gambit, but I certainly hope there're enough lawsuits that crush it.” More bans are on the horizon, according to Greg Conley, president of the nonprofit American Vape Association. “There are tax hikes on the Colorado and Oregon ballots that are likely to pass,” Conley warned. “We're going to see tobacco tax increases in many states at least tried this year because of COVID. State coffers, states that started off without a great amount of money in reserve, they are going to be hurting.” That revenue shortfall may hold off state attempts at flavor bans, Conley added, because state legislators will be heavily focused on filling government coffers. That sentiment could play out through 2021, as well. The pandemic also brought fears that vape product consumers would return to traditional tobacco products, and there has been evidence of that scenario playing out in convenience stores. “What we're seeing out in the rest of the country, in the news, is that a lot of people switched back to combustibles,” Lapierre said. “I don't think vape sales have necessarily dropped.”

CSTORE DECISIONS •

October 2020

Taking Local Action Against Flavor Bans In a recent National Advisory Group (NAG) Virtual Session, “Critical Tobacco Update: Local Restrictions to FDA Regulations,” Tom Briant, executive director of the National Association of Tobacco Outlets (NATO), discussed tobacco market regulation at all levels of government. Briant warned of numerous state-level efforts to suppress or ban vaping products, among other regulations impacting the tobacco category. He pointed out that while anti-tobacco industry forces in those states have been formulating legislation for some time, the realities of the pandemic and depressed tax revenues will influence changes to those proposals. At the local level, Briant advised retailers to stay involved and in touch with local legislators and other businesses to court hometown lawmakers, to show them how actions at City Hall can bring unintended consequences, hurting small businesses on Main Street.

cstoredecisions.com

Category Management | Vape

Fast Facts:

• E-cigarettes and vape sales remain brisk. • Expect more state and local ﬂavored vape ban efforts. • California ﬂavor ban may end up in hands of voters.

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CSTORE DECISIONS •

October 2020

Lapierre noted that e-cigarettes and vape are already seeing competition in his set from non-tobacco nicotine products. As for the future of the set, Lapierre expects to continue carrying vape, which he believes will continue as a key segment. “But the rest of it is for nicotine replacement products. And that could be anything from ZYN and Rogue,” he said of the remainder of his tobacco set. WATCHING CALIFORNIA

And as far as the California ban taking place on Jan 1, 2021, Conley said retailers shouldn’t hold their breath. The California Coalition for Fairness filed papers Aug. 31 to begin the process to place the ban on the ballot, according to a Sept. 1 report from the “Los Angeles Times.” Should the group collect the nearly 625,000 valid signatures needed, the tobacco ban would be on hold until voters weigh in. That could be as late as 2022. While that may be good news for c-store operators and others retailing vaping products, the specter of municipal regulation is a constant presence. “So that's two more years of Californians being able to access flavors,” said Conley. “But the bad news is that California local governments — you probably already have 30%, if not more of the state, living under flavor bans right now.” CSD cstoredecisions.com

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Category Management | CBD

CBD Wellness Users

Emerge as Core Subset Brightfield Group, a consumer insights and marketing intelligence firm for the cannabidiol (CBD) and cannabis industries, has identified an emerging CBD-user profile: Wellness Users.

Who Are The Wellness Users?

Compared to all CBD consumers, Wellness Users are signiﬁcantly more: conﬁdent happy extroverted positive likely to be brand loyal likely to be luxurious in their spending

Key Identifiers of Wellness Users

They report no medical conditions and are not using CBD to help with medical conditions.

53% buy CBD online compared 47% of overall CBD consumers.

Wellness users are more likely to be multicultural women over the age of 40.

45% use daily or multiple times per day.

CSTORE DECISIONS •

October 2020

Top desired product effect is “well-being.”

50% have used gummies in the past six months, the most popular product type for this persona.

55% use CBD at least ﬁve days/week. Source: Brightﬁeld Group Q2’20 Consumer Insights, N=5,000

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Technology | Best New Loyalty Program Awards

BEST

new loyalty

PROGRAMS CStore Decisions is recognizing Kwik Chek and QuickChek for their rewards program launches. Isabelle Gustafson • Associate Editor

WINNER: K wik Chek The Texas-based chain has seen success with in-app gamification and is working to add mobile ordering and curbside pickup while exploring in-house delivery. Spicewood, Texas-based Kwik Chek, with close to 50 locations throughout Texas and Oklahoma, relaunched its rewards program in June, refining the design and in-app payment, increasing flexibility in rewards redemption and adding gamification. Kwik Chek CEO Kevin Smartt called the relaunch process a “long, winding road,” starting with about nine months of creating the new design and figuring out the integration between different partners used within the app, including P97 for mobile 96

CSTORE DECISIONS •

October 2020

payment and Koupon Media for exclusive digital coupons. “Once you have the refined product and are ready to launch, then there’s the actual relaunch process,” Smartt said. “It was quite a big endeavor, but I think it’s been well worth it.” For Kwik Chek, the relaunch process involved educating and training employees on how the new enhancements work and how they can explain them to customers in the most efficient, easy way possible.

cstoredecisions.com

S Once employees are up to speed, it’s time to educate the customer. In other words, advertising. Kwik Chek pulled out all the stops — “billboards, commercials, store signage, social media” — to make sure customers knew about the relaunch and why the app is better than ever. Smartt cautioned other retailers to be patient in the development and launch periods. “The more complete picture you have in the beginning, and the more complete development that you have, the better off you’ll be in the long run, even though it may cost you a little bit more up front,” Smartt said. “Because every time you have to add something, you have to go back and train your customer. It’s hard, it’s expensive, and it takes a while to get them to understand the changes you made.” cstoredecisions.com

KEY FEATURES

Ultimately, Smartt said Kwik Chek’s new app offers customers three key, standout features, starting with its seamlessness and ease of use, including in-app payment. Through the new app, customers now have the ability to become a loyalty member and sign up for their kwikcard Rewards payment card directly within the app, rather than picking up a rewards card in-store and enrolling online. “Our thought process was, yes, we want some enhancements that make the app more interesting to the consumer, but we also want to remove barriers and make it easier to use,” Smartt said. “(Mobile payment) was one process that sounds easy, but there are a lot of different parties that had to work together to make that happen.” October 2020 • CSTORE DECISIONS

Technology | Best New Loyalty Program Awards

Kwik Chek had offered mobile payment through its old app but reﬁned the process in the new version, which has proven especially valuable amid the COVID-19 pandemic. “Since the pandemic, we’ve seen quite a large lift in mobile payment,” Smartt said. “Today, we have a little over 225,000 members with the app. Prior to this program, we were running about 140,000.” Kwik Chek also removed limits on where customers can redeem their points. In the new app, all of the points customers earn can be redeemed at the pump on fuel or in-store on any other purchase. Each time a customer purchases food, they will receive four points per food item. One point can be redeemed for one cent off per gallon of gas. Customers receive 100 points when they register for kwikcard Rewards, which can be redeemed for $1 off per gallon of gas (with a 20-gallon maximum) or $1 off an in-store transaction. The third key feature of the new app is its gamiﬁcation, which Smartt said has been “highly successful in driving new loyalty members,” starting with Kwik Chek’s 100 Days of Giveaways promotion, which ran from June 1 through Sept. 8. The promotion enabled participants to win one free prize every day by playing the virtual scratch-and-win game within the app.

Prizes included free gas for a year, free Kwik Chek coffee or fountain drinks for a year, signed footballs, Yeti coolers and golf bags, candy bars, snacks, food and more. Kwik Chek has also been heavily promoting the giveaway across its social media channels, highlighting the prizes and prize winners as they were announced. “We came up with a strategy with our PR ﬁrm to talk about the loyalty app, the giveaways and try to get local in our conversation with our consumers,” Smartt said. “And I think it’s proven to be very successful.” LOOKING AHEAD

While the 100 Days promotion has ended, gamification will be a continual part of the app, Smartt said. Going forward, Kwik Chek is also working to offer mobile ordering, planning for a fourth-quarter launch, along with curbside pickup, both of which will be available at three new stores opening soon in the Austin area, all built from the ground up. “We’ll probably launch that in two specific areas where we operate and try to do a trial run, work through some of the kinks before we move to the entire chain,” Smartt said. And while Kwik Chek currently offers delivery through third-party vendors, Smartt said the chain is exploring the possibility of offering the service in-house. “In the past, we weren’t thinking about doing delivery,” he said. “But now we think, with the branding of it, the whole process of it — we may need to own the whole process.” Overall, Smartt sees digital innovation like mobile ordering as a permanent addition to c-store foodservice operations. “I think as we continue to migrate down this digital pathway where consumers are more comfortable ordering online or via mobile app, and they have a good experience, I think it’s here to stay,” he said, “and it will only get better and more refined and enhanced as we go along.” cstoredecisions.com

Technology | Best New Loyalty Program Awards

WINNER: QuickChek The new QuickChek Rewards program focuses on foodservice while putting customers first, ensuring offers are personalized to what they actually buy and want. In September, Whitehouse Station, N.J.based QuickChek, with 160 fresh convenience market locations including 89 stores with fuel throughout New Jersey, New York’s Hudson Valley and Long Island, introduced its new QuickChek Rewards loyalty program. The program enables customers to receive benefits like free coffee, candy, sandwiches and other savings on foodservice purchases — and features specialized rewards member tiers based on how often customers visit a store, tailoring rewards offers to what each individual shops for.

For QuickChek, having the app and rewards program all under one roof was key, and overall, Paytronix made streamlining the technology easy — despite some regulatory hurdles. QuickChek also worked with Munroe Creative Partners to bring its branding to life within the app, which Rush sees as an equally important aspect of its development. “Our turnaround time was pretty tight,” Rush said. “The whole team here at QuickChek — marketing, IT, operations and the senior leaders — really came together to build a great program for our most loyal customers.” DRIVING FOODSERVICE

The first step, said QuickChek Digital Marketing and Advertising Manager Eric Rush, involved sending out requests for proposal (RFP) to several of the top app developers. Ultimately, he said, QuickChek chose Paytronix due to its strength in the convenience and quick-serve restaurant (QSR) industries. From there, the process took about 18 months until the official launch. Fortunately, Rush said, the timeline wasn’t affected by COVID-19. 100

CSTORE DECISIONS •

October 2020

For the new rewards program, QuickChek is doubling down on foodservice, which Rush cites as one of the chain’s core strengths. “It’s about really trying to drive that foodservice customer into our store all the time,” he said. For example, for every $50 spent on foodservice items, members will receive $5 back by way of a credit to their QuickChek Rewards account. ‘Buy 8, Get 1 Free Perks Clubs’ allow members to receive free food, coffee and candy items. In total, there are five rewards options, starting with registration, at which point each new member receives four weeks of offers ranging from free hot or iced coffee or fountain drinks, breakfast sandwiches for $1, 50% off any sixinch QuickChek sub sandwich and 50% off any fresh snack, just for signing up. QuickChek Rewards members can also earn rewards for getting their friends to sign up and spend a minimum of $5. Overall, Rush said, offers are based on consumers’ actual shopping habits, tailored to what they like, rather than sending out the same rewards to every customer. It’s all about

cstoredecisions.com

getting to know the customer in order to personalize their visit and provide better service. Frequent shoppers will receive customized rewards based on the number of times they visit QuickChek each month, with three main tiers: Fan, Friend and Family “For me, it’s about understanding what our customers are doing, how they’re shopping with us and how to make the rewards feel like I sat down and individually gave them something they want,” he said. “That’s the goal: to make it feel like it’s a one-on-one relationship. That’s the biggest deal for us.” DIGITAL INNOVATION

The new rewards program is the latest innovation from QuickChek, which, since the pandemic began, has also launched mobile ordering, curbcstoredecisions.com

side pickup and delivery through DoorDash. Both curbside pickup and mobile ordering are available through the QuickChek app. Plus, QuickChek has long featured self-checkout — for over 10 years — at select locations. Rush estimates about half of its convenience stores now offer the service. For any new technology, any new program, Rush has one main piece of advice: Put the customer first. “It’s got to be customer-driven,” he said. “Instead of thinking about how this is going to benefit your branch first, you’ve got to think about how you’re going to convince your customers that your app is worthy of taking up space on their phone. What’s in it for the customer first, and then you should build it back that way. Not the other way around.” CSD October 2020 • CSTORE DECISIONS

101

Technology | Prepaid & Mobile Payments

SMALL CHAINS LOOK TO CLOSE

DIGITAL DIVIDE As technology races forward, small operators hope to bring touchless payment along with digital and prepaid gift cards within reach. Thomas Mulloy • Senior Editor

Touchless payment — accelerated by the COVID-19 pandemic — seems destined to become the future standard. Pilot Co. offers big rig drivers the option to activate the pump with a mobile device. Sam’s Club announced last week it’s bringing digital fuel payment to 518 stations. 7-Eleven allows consumers to use an app for shopping and delivery. For smaller c-store chains, though, getting in on the digital payment arena can be difficult. Yet, it’s essential if a banner wants to stay competitive. “It’s an initiative we’ve been interested in and looking at over the past year and a half,” said Fuel City President Joseph Bickham of digital payments. Bickham’s seven convenience stores in the Dallas-Ft. Worth Metroplex offer retail, fuel, extensive foodservice and car washes. “We had trouble finding the right fit of a (digital payment) developer or a product that was out of the box because we don’t want it to only serve one or two of our departments.” 102

CSTORE DECISIONS •

October 2020

cstoredecisions.com

“ “

It could be, in the near future, more possible for those smaller c-stores to implement something using (digital payment) technology. But again, they’re going to want a partner that can bring it to them. – Tim Sloane, vice president of payment innovation, Mercator Advisory Group

Bickham added that Fuel City needed to strike a balance between ﬁnding a developer with enough expertise to handle his chain’s needs while not requiring a lot of upfront capital customization “because it is all custom where we can’t afford to pay what a chain of 30 or 40 would.” Finding the right development partner is crucial, according to Tim Sloane, vice president of payments innovation for Mercator Advisory Group, a global payments consultant. The developer is already set up to integrate a chain’s products into the digital payment, mobile app or gift card framework. But the chain has to do enough sales to justify the effort. “You need to have a fairly good size and volume to be able to make it valuable enough for either the distributor or the c-store owner themselves to produce cards that can be used for incentives tied to gas purchases and the like,” Sloane explained. Soon, Fuel City expects to ﬁnally have that fully functional app that will allow fuel and car wash customers to pay from inside their vehicles, handle rewards and digital payments, and purchase digital gift cards. NOT YOUR TYPICAL GIFT CARD

And just in time, too. According to the “2020 Multinational Branded Pay” report by global branded prepaid card consultant Blackhawk Network, 52% of shoppers across eight nations have received a digital gift card — and just as many are purchased for self-use as for gifting to others. cstoredecisions.com

October 2020 • CSTORE DECISIONS

103

Technology | Prepaid & Mobile Payments

physical and digital cards purchased in past 12 months

Almost half as many consumers purchase digital retail gift cards as purchase physical prepaid cards. General Purpose (GP) and General Purpose Reloadable (GPR) cards are usable across retail outlets using Visa, MasterCard, etc., networks. Others are limited to specific outlets.

Source: Mercator Advisory Group North American Payments Insights Series (from Customer Monitor Survey Series), Payments Survey, 2019

Consumers purchasing for themselves, according to the report, do it to treat themselves, make an online purchase or take advantage of a discount or promotion. As much as it’s a gift option, it’s also become a financial tool. Like so many other digital pay options, the COVID-19 pandemic looks to be accelerating its use. The “2020 Multinational Branded Pay” report found that, in the U.S., four in 10 shoppers are using their mobile phone and/or an app to shop online. The report also found that 55% of shoppers make purchases with a digital wallet. Pre-pandemic, that figure was less than 38%. This pandemic-driven preference for gift cards is reflected in a recent survey from Rise.ai, an artificial intelligence-driven customer re-engagement solutions company, which found that gift card purchases in the second quarter of 2020 saw a 100.74% growth compared to the same quarter last year, dwarfing Q1’s meager 5.11% bump. That may have been driven by a rising trend in gift card sales beginning in March, spiking in May as social distancing escalated due to the pandemic, and continuing into June, according the Rise.ai data. SCALED DOWN OPTIONS

For smaller c-store chains that don’t use proprietary digital payments, proprietary gift cards offer an option that’s convenient for patrons and beneficial for the stores, as well. And the more options presented to the consumer, the better. 104

CSTORE DECISIONS •

October 2020

Chicagoland’s The PRIDE Stores offers customers prepaid physical gift cards in two denominations, $25 and $50, valid at all of its fuel, retail and foodservice brands.

cstoredecisions.com

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Technology | Prepaid & Mobile Payments

growth in gift cards sales

Gift card sales spiked in May during the height of COVID-19.

“The PRIDE Stores offers its own gift cards branded with The PRIDE logo,” said The PRIDE Stores Director of Merchandising and Loyalty Nicollette Jaeger. “They come in two denominations, $25 and $50.” The PRIDE gift cards help the 15-store Chicagoland area chain build brand awareness, retain loyal customers and gain new customers, Jaeger added. Plus, the cards are accepted at more than the c-store counter. “PRIDE gift cards can be redeemed at any The PRIDE Store, The PRIDE Beer & Wine Plus Spirits Store, affiliated restaurants such as Urban Counter and Taco Urbano, and 93 Octane Brewery,” she said. That versatility makes for high value whether giving as a gift or keeping for personal use. It also makes for a useful budgeting tool for fuel consumers while encouraging loyalty to pumps in The PRIDE Stores’ forecourt. TECHNOLOGY CLOSING THE GAP

Digital or physical, the gift card phenomenon isn’t going away. The “2020 Multinational Branded Pay” report found that U.S. consumers are “among the world’s most engaged

gift cards In q2 2020

Source: Rise.ai Digital Gift Card Survey, 2020

users of both physical and digital gift cards. More than any other country, surveyed Americans are most likely to have purchased or received physical and digital gift cards.” Sloane advised that as technology improves, it’ll be easier to generate a mobile app that can process UPC information, barcodes or QR codes. “It could be, in the near future, more possible for those smaller c-stores to implement something using that technology,” he said. “But again, they’re going to want a partner that can bring it to them.” As technology races forward, it may not be very long before digital payment capability filters down to the smallest of c-store chains. CSD

Compared to 2019, first quarter 2020 sales rose slightly but nearly doubled during the initial pandemic months.

fast facts: • Gift card purchases are as likely for self-use as for giving. • Technology lets small operators enter digital payment arena. • Prepaid, proprietary gift cards increase convenience, branding. Source: Rise.ai Digital Gift Card Survey, 2020

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CSTORE DECISIONS •

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Technology Column | Autonomous Checkout

Are C-Stores Rushing into

Autonomous

Checkout? Savvy c-stores are mastering cashierless check-in before turning their attention to frictionless checkout. Richard Crone • Crone Consulting LLC

Autonomous checkout announcements by 7-Eleven, Alimentation Couche-Tard, Tesco, MasterCard and 60-plus other pilots from 100-plus different suppliers indicate what a liminal moment it is for c-store point of sale (POS) systems. The average age of most POS platforms across the c-store industry is 10 years or more, perhaps the oldest installed POS base of any retail segment. 108

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The ﬁrst to successfully retroﬁt a heritage store with autonomous checkout will do more than prove the concept, they will freeze the market for legacy POS vendors and vaporize the huge pent-up demand to replace these aging systems. START WITH CHECK-IN

But there is a big delta between a press release, piloting a retroﬁt of an existing store and the actual full deployment across all company-owned and franchise locations of a c-store for autonomous checkout. cstoredecisions.com

What is a c-store to do? Certainly, keep your eye on what’s happening in the space, but focus less on autonomous checkout and more on autonomous check-in, making customers known and contactable through your own c-store branded mobile app. Regardless of which way the industry heads, your investments in check-in and personalization will never be wasted. In this COVID-19 environment, customers don’t want to touch anything or enter an enclosed space, rendering the investment in autonomous checkout premature. Check-in enables c-stores to deploy new merchandising and distribution concepts such as order-ahead, curbside/pump-side pickup and delivery to squeeze more profit from the reduced visits. One example is Wawa, which is testing drivethrough options. Quick-service restaurants (QSRs) with advanced check-in and order-ahead in their apps see average order value grow by 50%. Fueling apps from the major petroleum brands not integrated with c-stores

miss this upsell opportunity if not tightly integrated into the total c-store experience, not just fueling. Check-in can provide a new level of interactivity and personalization for all touchpoints, starting by removing the Berlin Wall between petroleumpumping apps and the in-store experience, opening the virtual door to the c-store and rolling out the red carpet to meet the customer at the pump. The apps could provide a menu board, take orders with embedded payment, even act as a walkie-talkie to summon items — all activated through the autonomous check-in by the fueling app. C-stores need to view the pre-authenticated pump activation as a single sign-on for innovative merchandising and distribution concepts, treating it as a value-added touchpoint for personalizing other services. With that as the guiding principal, new merchandising formulas emerge such as activating pumpside vending for grab-and-go purchases or pre-assigned pickup for order-ahead in the fueling island.

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October 2020 • CSTORE DECISIONS

109

Technology Column | Autonomous Checkout

Before COVID-19, the National Association of Convenience Stores (NACS) reported that c-stores drove 80% of all gas sales in the U.S., with 48% of fueling customers going into cstores and 53% buying a beverage. This has always been a game of inches, typically 180 to 540 inches from the pump to c-store door swing. But COVID-19 forces c-stores to think differently about the fueling touchpoint. Equipped with autonomous check-in, they can create a personalized “cash wrap” within arm’s reach, eight to 23 times closer than the c-store entrance. A check-in strategy is the cornerstone for not just replacing COVID-19 declines but increasing the addressable touchpoints for extensible merchandising concepts. To achieve their full potential, fueling apps must graduate from rudimentary gas-pump access to full integration with the c-store and treat the preauthenticated pump stop as a new distribution channel. With more than 153,000 locations in the U.S. within minutes of most households, the industry can use autonomous check-in to create a supplemental, plus-one, new distribution channel at the pump for a myriad of new products and services, now personalized to known and contactable customers. CONTROL YOUR DATA RIGHTS

C-stores piloting with autonomous checkout startups will be giving access to their most prized asset, their storage keeping unit, SKU-level data, required to make these systems run. That’s why c-stores have to carefully define their data rights and check-in strategy before signing a contract to pilot autonomous checkout. SKU-level data is the competitive advantage of every retailer, especially c-stores and grocers — an asset that must be protected. Who owns this data? The startups will claim “customers own the data.” This is the stance taken by all third-party intermediaries like Instacart, Grubhub and so on. These third-party intermediaries are building their value on knowing who the customer is and what their preferences are, controlling the interactive order process 110

CSTORE DECISIONS •

October 2020

and steering them to what they want — even at a different retailer. Meanwhile, they’re charging retailers, c-stores and restaurants up to a 30% premium for accessing their own customers. There is a risk in piloting with an artificial intelligence-driven, computer-vision startup because they need data to build their business. SKU-level data combined with a real-time understanding of the customer’s intent, in-store/fueling station journey, dwell time, eye-gaze, voice activated orders, etc., before checkout is the cornerstone of personalization. Before piloting, retailers must aggressively protect their data rights when working with new entrants. Donating SKU-level data to autonomous checkout startups is giving up value-chain control, with the risk of later being disintermediated with no material compensation for the intelligence gained and the customers cultivated. That is why retailers must perform deep due diligence in advance of piloting with startups to understand what we call the “vendor vital signs.” At a minimum, retailers must review the capitalization table of investors, especially if a startup is funded by competitors, as they may possess data rights in advance of rival merchants, liquidation preferences, etc., in the event of a merger or acquisition, and leave participating c-stores and their data in a precarious position. Your merchandising concept, execution and location(s) are your principal competitive advantages today. An innovative check-in strategy expands the customer touchpoints and makes your location advantage more valuable. CSD Richard Crone leads Crone Consulting LLC, an independent advisory specializing in mobile strategy, smart check-in/ checkout and personalized payments. Reach him at Linkedin. com/in/richardcrone/.

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Operations Column | Acquisitions & Upgrades

CORONAVIRUS PROVIDES CONVENIENT EMV UPGRADE RESPITE Mark Radosevich â&#x20AC;˘ PetroActive Real Estate Services LLC

Prompted by the COVID-19 pandemic, the major credit card companies have further delayed the deadline for EMV fuel dispenser compliance to April 2021. This has conveniently provided marketers with some valuable time to tailor a turnkey EMV dealer development program to proactively provide upgrade guidance and support without breaking the bank. Pragmatism is a virtue for marketers today when considering whether to brand a site or extend a fuel supply contract, as many dealer locations may not survive through the term of the agreement due to increasing competitive pressure. When that happens, the marketer is financially responsible for any unamortized branding money or lost profit recapture provisions contained in their branding agreements. The delicate balance between solvency and insolvency can be disrupted by one sophisticated retail petroleum operator entering a given market. The cost to upgrade dispensers to meet the EMV 112

CSTORE DECISIONS â&#x20AC;˘

October 2020

mandate adds a further element of uncertainty to the long-term prospects for a given dealer account. Failure to become EMV compliant has a direct impact on the fuel supplier, and thus marketer inaction leading up to the deadline is really not an option. For average dealer sites being supplied under a rack-plus pricing formula, the cost to replace or upgrade fuel dispensers pushes the investment payback period beyond traditional expectations. That, combined with the other previously mentioned dealer viability risk factors, makes the overall EMV situation somewhat dicey. The financial

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Operations Column | Acquisitions & Upgrades

requirements to upgrade multiple sites in a dealer book-of-business become quite daunting for many marketers. As such, having this COVID-19-induced additional six months to proactively address the situation is unexpectedly fortuitous. A customized dealer EMV upgrade program can provide tangible addedvalue benefits by providing guidance and assistance through the entire EMV upgrade process. In exchange for this assistance, a dealer will agree to extend their fuel supply agreement out to a full 10- or 15year term, plus other considerations to be determined based upon specific accounts and situations. The program is not officially rolled out until it has been fully developed, including custom presentation materials and relationships established between the equipment manufacturers and installers. TAILORED SOLUTIONS

I envision an all-encompassing program that would address three types of dealer situations with three tailored solutions. The following three-fold concept is an example of how marketers might construct such a program with lenders and equipment companies. For Gold-level dealer accounts with fuel volume of over 100,000 gallons per month, a direct investment may be considered utilizing equipment financing options that will limit the amount of direct cash outlays, while yielding valuable equipment depreciation benefits and further lock in the account by retaining direct ownership of the equipment. For Silver-level dealer accounts with fuel volume between 50,000 to 100,000 gallons per month, a credit enhancement program can be established whereby the marketer provides a credit backstop to enable the dealer to obtain necessary credit, at sometimes lower interest rates, to facilitate the needed dispenser upgrades. 114

CSTORE DECISIONS â&#x20AC;˘

October 2020

For lower-level Bronze dealer accounts, the marketer can proactively coordinate the various facets of an EMV upgrade, help source available EMV brand money and introduce the dealer to the programâ&#x20AC;&#x2122;s approved equipment lender. The goal is to provide turnkey support to enable the account to become EMV compliant at a nominal expense, commensurate to the value of the account. Assuming that it will take 60 to 90 days to put together a comprehensive program, that still leaves three or four full months for implementation before the April 2021 EMV compliance deadline. Marketers that proactively use this time to design and deploy a customized dealer development program will help solidify their dealer business relationships, extend the ratability and value of their dealer book-of-business and mitigate the risk of dealer attrition. CSD Mark Radosevich is the president of PetroActive Real Estate Services LLC, offering confidential mergers & acquisition advisory support and financing services exclusively to petroleum wholesalers. Contact him at mark@petroactive.net or call (423) 442-1327, www.petroactive.net.

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Operations | Car Wash

Suds It Up in SoCal Plentiful promotions, employee appreciation and a solid fleet program keep San Diego car wash and c-store chain running clean. Thomas Mulloy • Senior Editor

Soapy Joe’s has been soaping up cars and trucks in Southern California’s San Diego County for nearly a decade, growing from one car wash to today’s 13 locations. The company also operates two 7-Eleven franchises and an unbranded convenience store, each co-located with a car wash. One car wash location also performs auto service. Soapy Joe’s offers four wash options with monthly and annual unlimited wash clubs at reasonable price points. The company’s smart pricing is supported by online purchase ability for all of those wash levels, a pre-loaded gift card option and appealing, cute graphics. It all makes for an attractive in-person and online presence. CStore Decisions talked to Anne Mauler, vice president of marketing for Soapy Joe’s, to get her take on best practices, promotions and people. CStore Decisions (CSD): Do you treat the car washes and c-stores as separate entities, and do you apply any cross-promotion between them? Anne Mauler (AM): Creating a cohesive brand experience is always top of mind for us, and that is true for both customers and employees. We are always looking at ways we can incorporate the c-store employees into the Soapy Joe’s culture 116

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October 2020

through communications, recognition programs and community engagement. Our c-store customers often ask to purchase our signature Soapy Joe’s air fresheners, so we are in the process of creating hangtags for them to be merchandised in the c-stores. Our company vision is, “A Soapy Joe’s air freshener in every windshield in San Diego” — so this cross-merchandising opportunity reinforces that vision. We also advertise a per-gallon fuel discount through custom point of purchase (POP) at the gas pumps, further pulling-through the Soapy Joe’s brand. CSD: Can you tell me about your most successful car wash promotions? AM: One of our most popular promotions is our annual Soapy Joe’s Day, which is celebrated each year in April. This year we gave more than 7,000 free washes to our health care and ﬁrst cstoredecisions.com

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Operations | Car Wash

fast facts:

responder heroes. We were honored to contribute to the Rady Children’s Hospital Foundation, which was matched by a COVID-19 relief fund, turning our $10,000 donation into $20,000! Also in April, we upgraded our entire member base to our top wash and treated our top members to a free wash for a friend. To win back and retain members, we created the “Soapy Gives $100 to 100 Members” promotion, which ran in May. Every day, we selected four members for a gift: $100 to local businesses, which totaled another $10,000 benefitting the community. We followed that up with an even bigger giveaway: a 2020 Ford Mustang! We promoted the California Dreamin’ Car Giveaway throughout the summer on radio, billboards and social media. The promotion made a tremendous impact on our ability to attract new car wash members. CSD: What are the most recent car wash industry innovations? Which have Soapy Joe’s adopted, or which does it plan to adopt? AM: One thing that has gained a lot of traction lately is the concept of “employee experience.” We’ve been focused on culture for years, and an important part of that is ensuring the entire leadership team is aligned around a core set of values. We are focused on hiring organizational leaders who will further the experience you want your employees to have. Another key thing Soapy Joe’s has done is create intentional learning opportunities, formal career paths and ways for employees to keep advancing. With millennials and Zoomers (Gen Z) in the workforce, we’re conscious that they value the opportunity to advance, and it is a reason to stay with a company vs. seeking advancement elsewhere. Taking the time to do the research, pausing for introspection and organizing for the path forward are well worth the investment and have far-reaching benefits from employees through to customers.

Soapy Joe’s promotes its car wash business with hangtags it sells inside its convenience store locations. 118

CSTORE DECISIONS •

October 2020

• Offering customers the option to prepurchase single and wash clubs online can boost sales. • Soapy Joe’s finds success cross merchandising signature car wash items like branded air fresheners inside its c-stores.

CSD: How do you handle the maintenance of the car wash units? In house, contracted, a mix? AM: Our maintenance is handled primarily by managers on-site, supplemented by an in-house maintenance crew. This is a team of experts we have trained and developed through the management pipeline, with a custom curriculum that covers everything from repairs and maintenance to renovations and new site builds. During the high season, it is imperative that we act fast, troubleshoot and achieve as close to zero downtime as possible. As a fully integrated part of our team, the maintenance crew members receive tickets and track their jobs through a cloud-based portal. This enables real-time communication and issue resolution. A key objective for us is keeping our customers informed if there is planned or emergency maintenance, so the real-time systems are critical in connecting maintenance to staff to customers. CSD: A good portion of your business is comprised of your fleet operations. Do you have a dedicated sales team for fleet customers? AM: Fleet is an exciting part of the Soapy Joe’s portfolio with high growth expected to continue off a solid base including government, education and small business sectors. We’ve built our fleet business by homing in on an organization’s decision-making personas such as fleet managers and accounting clerks. By appealing to the needs of both, for example, convenient hours and locations for the vehicle drivers and easy monthly billing for accounting, we’re able to show value and win accounts. There is a saying in sales: “Always be closing.” We joke that it should be adjusted to: “Always be connecting.” We try to live that every day at Soapy Joe’s. CSD

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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. NAGâ&#x20AC;&#x2122;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 Column | Retail Evolution

Is COVID-19

a Dress Rehearsal? The pandemic has advanced the speed of retail transformation. Brandon Lawrence • Fuel Consultant Frank Beard • Retail Consultant

Fuel and convenience retailing are at a crossroads. Concerns have been raised for years about the long-term outlook of motor fuels demand, and the COVID-19 pandemic is providing a glimpse of what that future might look like. It isn’t pretty. Many retailers’ business models were not prepared for this scenario, and it was only through the sheer luck of crude oil’s crash that many are weathering the storm. Much of the industry continues to operate what might be referred to as a “traditional” convenience store. Beyond impulse and necessity, there are few reasons for consumers to visit these stores, since they are not destinations. Their value proposition is convenient access to “gas, smokes and Cokes” as people move from Point A to Point B along predictable routines. This model worked well for years. Unfortunately, a less-favorable future was lurking just over the 120

CSTORE DECISIONS •

October 2020

horizon even before the pandemic. From rising fuel economy and shifts toward remote work to electric vehicles and the e-commerce-fueled right-sizing of America’s over-retailed landscape, there was likely to be a shift in demand away from the traditional convenience store. The pandemic has been a test run. It’s sufficient to say we accelerated in time by a decade in a matter of days, and the question retailers should ask is not, “Who was able to weather the storm?” but, “Who was prepared to thrive amid demand destruction?” Even now, as the reactionary period cools, many trends remain advanced beyond where they would have been had the pandemic never occurred. It’s possible that we may never truly “return to normal.” This comes at a time when the industry had already diverged into three distinct business models — each with clear paths toward success in this new normal. For everyone else, now is a good time to pivot and think beyond traditional notions of “convenience.”

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Operations Column | Retail Evolution

negative fuel break-evens due to a value proposition that begins with their in-store offer. Let’s take a closer look. FORKS IN THE ROAD

BANK ERROR: COLLECT $200

Retailers cannot take credit for the lifeline provided by crude oil’s crash. Rather than reflecting sustainable business models in times of low demand, the resulting margins were a fluke that enabled retailers to weather a black swan event — essentially a real-life version of Monopoly’s Community Chest bank error. Periods of steeply falling gas prices create positive feedback loops for retailers as their replacement costs fall faster than retail prices. Unfortunately, this is a double-edged sword. When costs rise or stagnate, the retail price tends to normalize more quickly. Gross margins get squeezed as the competition heats up to maintain market share. A good example of this is the post-2015 crash recovery. Commodity prices experienced doldrums until late 2018. The lack of significant price volatility forced fuel-forward retailers to cut into unit margins in an attempt to differentiate their brands and maintain market share. The challenge moving forward is that there will be significant pressure on demand. From increased fleet fuel economy to high rates of remote work, it’s unlikely that we will truly “return to normal.” Growing volume will require stealing market share. As demand organically declines in the future, prices will fall over years — not days — providing little structural change to this dynamic that we have seen over the past decade. Volatility may also be muted as global upstream investment slows and dampens the possibility of future supply shocks. To add additional pressure to fuel-forward retailers, data shows that consumers are not loyal to fuel brands and increasingly choose where to refuel for reasons other than price. Altogether, it’s likely that unit margins will settle at historical averages or lower in the coming decade — thereby removing the cushion that was enjoyed in recent months. Some retailers are positioned to succeed in this environment. The cost structure has changed for a particular segment of the industry, and they can thrive on prices that may be unsustainable for their competitors. Two other segments of retailers are likely positioned with 122

CSTORE DECISIONS •

October 2020

The idea of getting lunch or dinner at a gas station was once unthinkable. The stigma surrounding gas station food still continues to this day in a lesser form, but times are changing. “Just had the best meal I’ve ever had at a gas station here,” said Arnold Schwarzenegger in a 2017 Snapchat story. “It was the best of the best.” The Terminator had just eaten at Rudy’s Country Store & Bar-B-Q. Although companies like Rudy’s used to be rare, America’s landscape is now sprinkled with them. These retailers flip the script by generating traffic through their in-store offer rather than motor fuels. In many communities, it goes without saying that the best meal often comes from a convenience store. This shift has led many to conclude that convenience stores in general are shifting toward foodservice. To be fair, the data does suggest as much. In the 10 years spanning 2009 to 2018, foodservice grew from 16.02% of instore sales to 22.60% — the largest shift of any category. In 2019, foodservice grew even further to 25.10%. But this is also misleading. It’s a shift largely driven by a particular segment of the industry: quick-service restaurants (QSRs). These food-forward retailers place a high premium on customer experience while deploying robust menus that rival any national quick-service chain.

The Consolidators are taking a different approach. Rather than speaking the language of touchscreen ordering and world-class hoagies, they seek to operate the “traditional” c-store model in the most cost-effective, efficient manner. They do this by creating economies of scale through mergers and acquisitions. GPM Investments is a prime example. The company began with 320 stores in 2011 and has since grown to nearly 1,400 locations. GPM is now set to grow even

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Exceptional leadership, great stores and unsurpassed customer service are the hallmarks of the convenience store industry’s extraordinary chains. Following these guiding principles, CStore Decisions is proud to honor Parker’s as the 2020 Convenience Store Chain of the Year.

Parker’’s Congratulations Parker 2020 Chain of the Year! Thank you to our 2020 Chain of the Year Sponsors!

The Chain of the Year Award showcases the best of the best in convenience retailing, and Parker’s is certainly deserving of a place in this rich tradition. As many industry marketers are struggling to reinvent themselves and to identify a strategy that will lead them into the future, family-owned and operated Parker’s continues to blaze its own trail. The Savannah, Ga.- based company operates 66 stores in Georgia and South Carolina, and has aggressive plans to build 60 new-to-industry stores in 60 months.

Operations Column | Retail Evolution

further as its parent company enters a proposed business combination with Haymaker Acquisition Corp. A related investor presentation identifies a long runway for continued consolidation since the 10 largest operators control less than 20% of U.S. convenience retail locations, while 72% of the market consists of chains with fewer than 50 locations. Taken together, the consolidators and QSRs represent a challenge to the rest of the industry. Nearly two-thirds (62.1%) of the industry are single-store operators. Many are operating fuel-forward, undifferentiated, traditional convenience store formats. They lack the ability to compete with consolidators on price — both in-store and at the forecourt — and they rarely have the ability to draw foot traffic like the QSRs. There are also larger brands that fail to recognize this divergence. They de-prioritize the customer experience, allow their facilities to age and degrade and scrape the bottom of Maslow’s Hierarchy of Needs with a belief that the “-ines”— cheap gasoline, caffeine, and nicotine — are the path forward. They lack a strong value proposition while the advantages of their cost structure erode in comparison to their more sophisticated competitors. Amidst these two divergent models is a third: the Merchant-Supported.

While c-stores sell approximately 80% of the retail fuel in the U.S., merchant-supported canopies account for 16% and sell considerably more gallons on a per-location basis — as much as two to three times the national average, according to some estimates. These operations are merely tactical tools in a larger arsenal at the disposal of Costco, Sam’s Club, Fleet Farm and grocers like H-E-B. 124

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Few retailers are in a position to compete with merchant-supported operations on price. Whether used as a loss-leader to drive visits — or a method to provide discounts within existing shopper networks — this category of retailers is a competitive threat to any fuel-forward brand. DIFFERENTIATION AS A SURVIVAL STRATEGY

Amid this divergence is a fourth category of retailers: the Bespokes. These single stores and small chains have created unique destinations that others cannot replicate. From Lou Perrine’s Gas & Grocery and Papu’s Cafe to Fuel City and Stop N Go East Bend, these retailers delight their customers and create memorable, emotional connections. Where else but Stop N Go East Bend will you find nearly 40 beers on tap and an owner who knows most customers by name? Even if a competitor decided to price lower on fuel, the bespokes have an advantage. The service they provide to their communities is often worth more to customers than the ability to save a few cents on a gallon of gas down the street. Therein lies the challenge of the present day: A significant number of convenience retailers have failed to take this path or even realize why it’s necessary. They continue to operate dirty, unremarkable, fuel-forward businesses that are not equipped to go head to head with the QSRs, consolidators or the merchant-supported. Differentiation is more than a catchphrase; it’s a survival strategy. Continued articles in this three-part series will explore these issues in more detail. CSD

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Special Report | Convenience Directions

IS A CONVENIENCE DIRECTIONS IDEA EXCHANGE RIGHT FOR YOUR CHAIN? Consider an interactive study group meeting with top supplier and vendor companies for insights on current market forces and ideas on how convenience store owners can improve their businesses. Best of all, these exclusive think tank events are free of charge for retailers. A CStore Decisions Staff Report Are you a convenience store chain concerned about emerging trends and how to connect with customers during these uncertain times? How would you like to get valuable input on new products and category insights that relate exclusively to your market? How would you like this all free of charge? If this piques your interest, it’s time to partner with Convenience Directions. Convenience Directions offers exclusive study groups centered around Idea Exchange meetings that are designed to identify the latest industry trends, best-inclass standards and recommendations to drive bottomline profits. The real benefit for the retailer is having senior management from 20-plus diverse supplier companies bring their industry experience and make specific recommendations custom-fitted to the needs of the chain. Most meetings discuss general information, which is helpful, but Convenience Directions Idea Exchange meetings are constructed to leave retailers with bottomline-improving ideas and recommendations. Moreover, these Idea Exchanges result in sponsor companies getting to know the entire senior management team of a company, understanding what their goals and objectives are and presenting category information to the retailer. Ongoing productive relationships are established in this setting that are difficult to replicate in any other venue. For nearly 20 years, these Idea Exchanges have attracted the leading convenience store chains in the industry. CStore Decisions, which acquired Convenience Directions from Joe Leonardo and Randy Fulkerson in 2013, has conducted meetings for Yesway, Maverik, High’s, Nouria Energy, TravelCenters of America, MFA Oil, True North Energy, Country Fair, Kent Kwik, Gate Petroleum and many others over the past five years. 126

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The Convenience Directions program, led by John Lofstock, editor-in-chief of CStore Decisions, capitalizes on the experience of the supplier partners to bring together a valuable discourse for both retailers and suppliers. INFO EXCHANGE

What Convenience Directions does is unique to the marketplace in that we combine the Convenience Directions newsletter, which is mailed quarterly to over 10,000 c-store executives, with three Idea Exchange meetings annually. The newsletters give sponsor companies a forum to communicate category information, new product introductions and best practices to the industry. Retailers get great information on a variety of categories and services in a quick-read format. Suppliers that participate are guaranteed category exclusivity. These suppliers represent many of the key product and service categories being employed by today’s convenience stores and provide unequaled knowledge about their respective categories. These industry specialists convene as a group to meet with the management personnel of leading convenience store chains, on a proprietary basis, one chain at a time. These two-day sessions are conducted and ﬁnanced entirely by Convenience Directions. The purpose of these meetings is to provide a forum for the productive exchange of ideas and information. The open and relaxed surroundings created by having all supplier representatives present during the entire meeting is not designed as a sales forum, but rather as a learning opportunity in a think tank climate. Past events have proven to be very productive and well worth the time invested for every c-store retailer who has participated. Every retail participant has reported improved proﬁtability as a direct result of their involvement. If your chain is interested in hosting an Idea Exchange, contact John Lofstock at jlofstock@wtwhmedia.com. cstoredecisions.com

® A Convenience Store Decisions Publication

THIRD QUARTER 2020 www.cstoredecisions.com

Prairie City Bakery’s Snacking Innovation Are you looking for safe, convenient, bakery options for your customers? Prairie City Bakery’s full line of premium, individually wrapped products provide the versatility needed to succeed in today’s everchanging marketplace. With over 60 great tasting varieties, a long shelf life, and both single and multi-pack options, Prairie City Bakery has the breadth of products needed to uniquely meet your customers’ requirements. Our award-winning line of individually wrapped breakfast pastries are the perfect solution for consumers who want gourmet quality, all wrapped up. These scrumptious breakfast items include our Down Home Muffins, Monster Muffins, Ooey Gooey Danish, Strudel Sensations, Donut Holes in a Cup, and of course the B!G Cinnamon Roll - a hefty 6 oz. roll swirled with moist cinnamon filling and topped with a sweet white icing that melts in your mouth. In addition to our delicious breakfast items, Prairie City Bakery’s full line of individually wrapped snacks offer an indulgent sweet treat any time of day. This includes our world famous Ooey Gooey Butter Cakes, Down Home Cookies, Walkin’ Wafels, and our brand new dessert bar line, Down Home Delights. Our decadent sweet snacks are reminiscent of the homemade desserts you grew up with and offered in convenient, individually wrapped packages for today’s on-the-go consumer.

Founded in 1994, Prairie City Bakery is headquartered in Vernon Hills, IL providing premium, fully-baked, thaw-and-sell bakery solutions to the convenience store, foodservice, vend and instore bakery channels nationwide. Prairie City Bakery is the total package with a full line of award-winning products and a variety of individually-wrapped and foodservice solutions. Plus, Prairie City Bakery offers you our expertise and proven merchandising solutions to help you design a winning pastry program for your store.

Please contact Prairie City Bakery at 1-800-338-5122 or customerservice@pcbakery.com to order Prairie City Bakery’s delicious products for your store.

BIC® Introduces New EZ Reach™ Lighter for All Lighting Occasions New BIC® EZ Reach™ is the Ultimate Lighter, Combining Convenience, Reliability and Performance While Helping to Keep Your Fingers Away from the Flame BIC, a world leader in stationery, lighters and shavers, today introduced the BIC EZ Reach lighter, hailing it as the ultimate lighter for all lighting occasions. It is designed for lighting hardto-reach places while helping to keep fingers away from the flame. The new innovative design is a perfect combination of the iconic BIC Pocket Lighter and the longer-reaching BIC® Multi-purpose Lighter. The EZ Reach lighter features a 1.45-inch extended wand that helps keep fingers further from the flame. Its body is the size of a pocket lighter, so it fits comfortably in users’ hands, bags and pockets, making it perfect for lighting candles, grilling and everything in between. The new design directly meets consumers’ requests for a lighter that lights at any angle. “As the lighter category leader, BIC continues to innovate with our new BIC EZ Reach Lighter, the ultimate lighter for all lighting occasions,” said Mary Fox, General Manager of BIC North America. “Consumers give this lighter rave reviews for all lighting occasions, including hardto-reach places like candle jars and grills while keeping their fingers cstoredecisions.com www.cstoredecisions.com

away from the flame. We are excited to launch this into the market and believe it will quickly become a must-have item in every home!” BIC applied its same commitment to safety and quality in designing the BIC EZ Reach Lighter that it uses for all of its lighters. Each BIC lighter produced worldwide undergoes more than 50 quality and safety checks during the manufacturing process to ensure it meets or exceeds all safety standards to keep consumers safe. The new EZ Reach lighters will come in four different designs: classic BIC colors, home décor, Bohemian, which is exclusively sold at Walmart, and a line of officially licensed Bob Marley lighters. The lighters are available at Walmart locations nationwide and will be available at Sam’s Club and additional retail locations through the Fall. The lighters have an MSRP of $2.99 for the 1-pack Classic, $3.49 for the 1-pack Home Décor and $4.00 for the Bob Marley lighters. For more information, go to BICLighters.com. ABOUT BIC BIC is a world leader in stationery, lighters and shavers. For more than 75 years, the Company has honored the tradition of providing high-quality, affordable products to consumers everywhere. Through this unwavering dedication, BIC has become one of the most recognized brands and is a trademark registered worldwide. Today, BIC products are sold in more than 160 countries around the world. October 2020 • CSTORE DECISIONS

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Ridiculously Awesome Flavor EAS Has Gone to Substantive Review. Where Are Your Vapor Partners in Their PMTAs? WARNING: This product contains nicotine. Nicotine is an addictive chemical. NOT FOR SALE TO MINORS

In June, E-Alternative Solutions (EAS) submitted PMTAs to FDA for a wide-ranging portfolio of Leap® and Leap Go® vapor products. While many in the vapor industry have elected not to file PMTAs with FDA, EAS is committed to ensuring our extensive Leap portfolio of tobacco and menthol flavors remain available to you for the near term and to having additional flavors available in the future. FDA has issued Acceptance and Filing Letters for both of the varieties of Leap and Leap Go vapor products for which PMTAs were filed. The Filing Letters signify the transition of EAS’s PMTA submissions to the Substantive Review phase, where the months of hard work and assembly of the over 100,000 pages submitted are now paying off. EAS’s submissions are the result of superior dedication to compliance, and active commitment to the proposition that Leap and Leap Go products are appropriate for the protection of public health. EAS will remain transparent throughout the PMTA process by communicating with our retail partners while our PMTAs are in Substantive Review. Retailers should ask questions about products and demand answers from their vapor partners. The September 9th PMTA submission deadline is approaching fast. EAS is already a step ahead. Can your other vapor partners say the same?

Deliver on the flavor, variety, and convenience today’s consumers are looking for with premium brands from Home Market Foods. Let’s Power Up your business! RollerBites® Bold! Different! Better! Bursting with flavor and packed with protein, RollerBites offer the perfect on-the-go meal or snack. Team up tender, juicy chicken with kickin’ spices and you have one epic-flavored grab-and-go snack for on-thego customers: seasoned all-white Chicken RollerBites®. Available in a variety of on-trend flavors including Buffalo Ranch. Monterey Jack, Nashville Hot, and the NEW! Bourbon BBQ Chicken! Our savory breakfast varieties combine hearty eggs, sausage and cheese. Fire Grilled Cheeseburger RollerBites® lock in that juicy, home-grilled flavor and are available in craveable Original and Ghost Pepper varieties. Our Eisenberg® Beef Frankfurters have a long tradition of quality since 1929. Our family recipe uses the finest cuts of U.S.D.A beef, fresh seasonings and spices to deliver irresistible flavor to your valued customers. Minimally processed products with an authentic, natural taste – that’s the Eisenberg way. Bahama Mama® German-Recipe Sausage features U.S.D.A quality cuts of beef and pork and are seasoned with bold spices for an awesomely delicious experience. Our authentic sausages let you menu a variety of in-demand flavors including Jalapeño ‘N Cheddar, Chorizo Con Queso, Smoked Cheddar and Ham ‘N Cheese. Elevate your foodservice program with premium Cooked Perfect® Gourmet Italian Style Meatballs – the #1 best-selling retail brand of Foodservice meatballs in the country. Fully cooked and made with select cuts of meat and cheese and seasoned just right with our proprietary spices. Cooked Perfect meatballs will surprise and delight your customers with amazingly great taste and quality. For more information, visit www.homemarketfoods.com. Contact us at info@homemarkefoods.com or (800) 367-8325, ext. 529.

Learn More at EalternativeSolutions.com

Happy Hour at Any Hour With Swisher Sweets Banana Daiquiri No “monkey business” on April Fools 2020, Banana Daiquiri is here for a limited time Swisher Sweets limited-edition Banana Daiquiri cigarillos offer a unique blend of the smooth sweetness of banana with a splash of rum. Banana Daiquiri is sure to delight customers who can enjoy happy hour at any hour with its sweet, satisfying taste and popular pricing. Limited edition cigarillos continue to be a huge hit and Banana Daiquiri is on track to be as popular as favorites of the past. For the past four years, Swisher Sweets has rolled out April Fools Day tastes that have included blueberry waffle, pepperoni pizza and more, but in 2020, Banana Daiquiri is no joke. The timeless taste will give customers a reason to celebrate. Swisher Sweets Banana Daiquiri cigarillos are available in a variety of market-driven price points and will ship nationwide in April, but only while supplies last. About Swisher International Jacksonville, Fla.-based Swisher International has manufactured quality tobacco products since 1861. The company ships over two billion cigars a year to more than 70 countries. More information on Swisher and the various products offered can be found at www.swisher.com.

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To place an order, contact your Swisher representative at 1-800-874-9720. For more information, visit www.swisher.com

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Looking to Meet the Upcoming Outdoor EMV Deadline? CBE can help! CBE is a leader in offering Integrated EMV Solutions Featuring Verifone® Commander POS Systems and Mako Networks’ Integrated Firewalls and Managed Switches CBE has been installing and supporting Mako Networks solutions for many years, a partnership that was enhanced when Mako became one of the first Verifone-certified firewall/router systems in the early stages of the Verifone MNSP program in 2018. As a certified Verifone MNSP, Mako’s firewalls and switches are guaranteed to work with the Verifone Commander point of sale system and to provide secure managed network access to Verifone customers using the Commander system. Many petroleum retailers are familiar with Mako’s network appliances, as they are deployed in most major petroleum brands in North America today, and are typically used to bundle multiple network management, failover, security and reporting functions into a comprehensive managedservice solution. As part of the Verifone MNSP program, Mako’s system offers a direct replacement to the outgoing Cybera Enhanced Zone Router (EZR), which sunsets in April of 2021. Both CBE and Mako are known for helping customers create simple, secure PCI-compliant networks and for providing secure third-party access to sensitive customer environments. These solutions are typically deployed across distributed enterprises (multi-site businesses) such as petroleum stations, retail chains, franchises and healthcare institutions. “Our relationship with CBE has been, and continues to be, very productive for us and for our mutual customers,” says Jason Kubasak, CEO of Mako Networks. “We constantly strive to evolve our technology and services to best fit our customers’ needs, and part of that is staying connected to our vertically-integrated customers through partners. We’re very glad to have strong working relationships with both Verifone and CBE.” With an easy-to-use cloud-based Central Management System (CMS), Mako allows administrators to manage the network appliances at thousands of sites through a single web interface without jeopardizing their networks’ PCI-compliant status. The solution also includes a broad set of features that are important to operations at small sites, such as built-in Wi-Fi, centrally-managed Mako Guardian content filtering and reporting, inside-box 4G/LTE cellular failover and 24×7 monitoring and pro-active alerting/remediation. As one of the largest distributors of Verifone equipment in the United States, CBE, Inc., has been working with Mako Networks for many years to provide Verifone-Certified Mako firewall/zone router solutions to Verifone Commander petroleum point-of-sale system (POS) customers in the United States. CBE incorporates the Mako solution into a feature-rich package, allowing purchase of the Mako EZR replacement along with the Verifone Commander, combining cutting-edge firewall and networking innovation with industry-leading petroleum point-of-sale technology.

Verifone’s Managed Network Service Program (MNSP) offers customers a simplified network solution with multiple choices, letting user stay in control. Customers using Mako appliances can reduce complexities of their networks as well as the number of boxes required on site. With fewer network vendors to deal with, customers can streamline troubleshooting by knowing who to call if there are connectivity or other network issues. When customers need to establish new routes to and from the PSO, such as Loyalty, Gift Card, Back Office, and more, these can all be added easily and securely using Mako’s patented VPN Cloud technology. With Verifone and Mako, network infrastructure will be safely managed, but customers will still be able to access network functions and reporting and can make necessary changes without compromising PCI compliance. Three key components to the MNSP program are: 1) Replace the Enhanced Zone Router (EZR) with an edge device from a Verifone-approved Managed Network Service Provider (MNSP). 2) Establish the connection from Verifone to the site through the MNSP’s service. 3) Establish connectivity to existing and required third-parties. (Mako’s process and easy-to use enterprise and PCI templates ensure seamless connectivity with existing functionality through this transition.) Verifone is certifying that their MNSPs: 1) Can properly provide secure connectivity into the POS network. 2) Can properly secure the connection to Verifone for help desk connectivity. 3) Can successfully complete installations and have adequate support processes. Contact us to discuss with your CBE/Mako representative the details of ordering your Verifone Commander, a new firewall/router or a managed switch for outdoor EMV using the Mako System.

We’ve Got You Covered! www.cbe-inc.com

Powerful Technology - Save time and money with data-driven distribution and real time analytics to streamline operations. Creative Design Team - Our dedicated design team will provide art and engineering, industry expertise, branding and strategy. We serve large and small brands across the country, including: Circle K, Thorntons, Enmarket, GoMart and TrueNorth.

Grow Store Sales & Drive Down Marketing Costs! We use custom store profiling that combines brand organization tools and business intelligence to streamline all of your operations! What Makes Vivid Impact Different? Business Intelligence - We help to improve implementation at the store level and increase speed-to-market. Our proximity to the UPS World Port in Louisville, KY allows us to ship to 70% of the country within 3 days. cstoredecisions.com

Scan the QR code on the left using your camera phone to receive a FREE custom demo kit. The QR code will bring you to our contact page; just fill out your information and a member of our team will contact you about your FREE kit! Or reach out to one of the Vivid Impact team members below Justin Prather, (502) 939-1720 justin.prather@vividimpact.com. Sam Campitella, (502) 715-2105 sam.campitella@vividimpact.com.

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October 2020 • CSTORE DECISIONS

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Oven Safe August 2020.pdf 1 8/20/2020 3:39:27 PM Oven Safe August 2020.pdf 1 8/20/2020 3:39:27 PM

Oven Safe August 2020.pdf 1 8/20/2020 PM 3:39:27 PM Oven Safe August 2020.pdf 3:39:27 1 8/20/2020 Oven Safe August 2020.pdf 1 8/20/2020 3:39:273:39:27 PM PM Oven Safe August 2020.pdf 1 8/20/2020

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TEAZZERS® Helps Turn Your Location Into A Tea Destination TEAZZERS® is one of the nation’s largest suppliers of fresh brewed teas and other specialty dispensed beverages. The rapid cook ovens now used by most convenience stores What makes TEAZZERS the best is our obsession to detail – from sourcing premium global ingredients to expert blending and brewing and travelcook plazas are growing service at a torrid stores pace. The rapid ovens now usedfood by most convenience for consistent flavor. For more than 20 years, TEAZZERS has been the The The rapid cook ovens now used by most convenience stores rapid cook ovens now used by most convenience stores Their combination of heat and airflow produce some incredible and travel plazas are growing food service at a torrid pace. iced tea innovator, refining processes to provide the most amazing andThe travel plazas are growing food service at aat pace. and travel plazas are food service a torrid pace. edibles. They areovens also easy toused safely iftorrid you have the stores rapid cook now byclean most convenience Their combination of growing heat and airflow produce some incredible fresh brewed tea products on the market. Today, TEAZZERS is in more The rapid cook ovens now used by most convenience stores Their combination of and airflow produce some incredible Their combination of heat and produce some correct product. It’s Apter Oven Safe toservice the rescue. than 7,500 stores nationwide. edibles. They areheat also easy toairflow safely clean if you have the pace. and travel plazas are growing food at aincredible torrid

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Contact Joe DeLuca at jdeluca@apterindustries.com to try to try jdeluca@apterindustries.com Copyright © 2020. APTER INDUSTRIES, INC. All rights reserved. All trademarks and service marks used are owned by Apter Industries, Inc. the Apter Oven Safe 2 Pack $9.90 the Apter Oven Safefor 2 Pack for $9.90 Copyright © 2020. APTER INDUSTRIES, INC. All rights reserved. TM

All trademarks and service marksINDUSTRIES, used are owned by All Apter Industries, Inc. Copyright © 2020. APTER INDUSTRIES, All rights reserved. Copyright © 2020. APTER INC. rights reserved. IncludesAllFREE shipping (1shipping per customer) Includes FREE (1INC. trademarks and service marks used are owned byper Apter customer) Industries, Inc.

Pump Up Profits & Deflate Costs! Visit www.apterindustries.com Visit www.apterindustries.com

All trademarks and service marks used are owned by Apter Industries, Inc.

CSC ServiceWorks is the industry leader in tire inflation and vacuum services, providing the most extensive distribution and service networks worldwide. TM

Stand out among your competitors with the latest air technology equipment, by joining a Copyright © 2020. below: APTER INDUSTRIES, INC. All rights reserved. leader in the industry. Some features highlighted Copyright © 2020. APTER INDUSTRIES, INC. All rights reserved. TM

All trademarks and service marks used are owned by Apter Industries, Inc. All trademarks and service marks used are owned by Apter Industries, Inc.

Contact a sales rep today at (800) 247-8363 or visit www.cscsw.com

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• Lighted Sign • 24/7 Wireless Monitoring • Loyalty Card Programs • Credit Cards, Apple Pay, Smart Wallet Technology and EMV Chip Technology Accepted • High Security Vault System • Digital Air Auto Calibration

CSC ServiceWorks also partners with Feed My Starving Children Charity program which helps build customer loyalty and goodwill as a unique incentive to make your location a routine destination.

October 2020

cstoredecisions.com

Republic Tobacco Presents the First and Only Bamboo Rolling Paper in the U.S OCB® brand continues to impact the R-Y-O category with innovation OCB® brand has been the best-selling rolling paper brand in Europe for generations and is making a substantial impact in the U.S.A. The Bamboo line represents the dedication to sustainability and to the eco-conscious efforts of today’s consumers. This new OCB paper is vegan, GMO free, unbleached and made from the world’s most sustainable fiber: Bamboo. No harsh fertilizers, pesticides or herbicides are used in the growing process. Bamboo is a renewable resource, responsibly harvested, leaving the roots in the ground to regrow. The plant’s long, durable fibers ensure that our papers don’t “run” and produce a slow, even-burning smoke. The ultra-thin weight and always-sticks gum make a smooth tasting smoke. OCB Bamboo Rolling Papers are available in 1-1/4 and Slim sizes and we’ve also added on tips to both sizes that make rolling easier and improve air flow for more taste.

® This quarterly publication is made available to convenience store and petroleum marketing executives on a complimentary basis, thanks to the sponsorships of a select group of interested and involved industry suppliers.

Apter Industries BIC CBE, Inc. ConvenienceWorks by Hussmann

Counter and modular displays are available for merchandising. A wide variety of point-of-purchase materials for all of these products are available to support sales efforts.

CSC ServiceWorks Detour/Forward Foods E-Alternative Solutions (EAS)

For Further Information, Call Republic Tobacco Customer Service: 800-288-8888, email info@rpbtob.com

Ferrara Candy Co. GOJO Industries, Inc.

Jack Link’s Continues Innovation Domination Jack Link’s Protein Snacks continues to transform the protein snacking game by developing products that bring new consumers to the category and create new protein snacking occasions. For 2019 innovation, portability and on-the-go snacking continue to be key platforms for the company as it extends its presence outside the main meat snack set. The new products include Jack Link’s Smoked Beef Sausages, Jack Link’s Steak Bites and Cold Crafted Linkwich.

Home Market Foods Jack Link’s Kellogg’s Convenience Store Team Prairie City Bakery Procter & Gamble Co. Republic Tobacco Solari Hemp

“We are on a mission to make protein snacking accessible to everyone,” said TD Dixon, chief marketing officer at Jack Link’s Protein Snacks. “Consumers continue to seek more protein in their diet, so we’ve focused our innovation efforts, whether that be form, packaging or flavors, to provide consumers new opportunities to engage in the category. These efforts are creating incredible growth for our customers and the entire category.”

Swisher International

Jack Link’s 2019 new products include: • Jack Link’s Steak Bites: Eating America’s #1 meat snack brand on the go just got easier, thanks to Jack Link’s Steak Bites. In a category that is dominated by sugar, fat, and calories found in sweets and nuts, Jack Link’s takes out the competition with new Steak Bites, offered in a one-handed, tear-and- eat snack pack. Jack Link’s Steak Bites give consumers exactly what they want – a high-protein, low-fat, handheld snack at an awesome value. Made with 100% beef, the steak bites are an excellent source of protein with 17g of protein in one single pack and only 110 calories. Launch includes two flavor varieties, Original and Teriyaki.

Vivid Impact

• Cold Crafted Linkwich: In 2018, Jack Link’s launched Cold Crafted, a new line of fresh and convenient snacking in a refrigerated format. After incredible in-market success, Cold Crafted is introducing the ultimate breadless sandwich, Cold Crafted Linkwich. The Linkwich line includes a grab-and-go combo offering 15g of protein in one serving and only 1g of carbs and sugar. Launch includes three varieties: Colby Jack & Hard Salami, Pepper Jack & Genoa Salami and Cheddar & Hard Salami. • Jack Link’s Smokehouse Beef Sausages: In what promises to be the company’s most craveable eating experience yet, Jack Link’s new Smokehouse line brings true craft-style products to the meat snack category. Smokehouse Beef Sausages will be the first product launched under the new line. Sausages continue to be the fastest growing meat segment, and Jack Link’s is taking it one step further, introducing a 100% beef smoked sausage snack option. The launch includes two flavor varieties, Original and Hot & Spicy.

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Teazzers U.S. Tobacco

John Petersen Publisher John Lofstock Editor InfoMarketing is published quarterly for convenience store and petroleum company executives, operators and marketers. ADDRESS CHANGES: Send address changes to: Convenience Directions® 1111 Superior Avenue, 26th Floor Cleveland, Ohio 44114 or via e-mail to info@conveniencedirections.com Phone: 888-543-2447

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Winning With Consumables in Convenience ConvenienceWorks® by Hussmann®… Your Total Solution Provider ConvenienceWorks by Hussmann has been serving the convenience store industry for many years with equipment, services and solutions that meet the everyday needs of the retailers. We are dedicated to providing you with the essential benefits that: • ATTRACT more shoppers to your stores • GROW your fresh and prepared food sales • LOWER your operating costs • IMPROVE your overall operating performance ConvenienceWorks is built on the legacy and expertise of Hussmann Corporation, which is recognized as a leader in refrigeration and merchandising solutions for retailers selling fresh foods. We are part of the Panasonic Corporation and can bring more innovation and technology to our total solution offering for the convenience store industry. From store planning and equipment selection to turnkey project management and after sale support, ConvenienceWorks by Hussmann is your total solution provider to maximize your sales and profits.

Your Total Solution Provider

Attract more shoppers to your store.

Grow

your fresh and prepared food sales.

Lower

877.543.6034 www.convenience-works.com

your operating costs.

Improve your overall operating performance.

Call ConvenienceWorks by Hussmann at 877.543.6034. www.convenience-works.com

Procter & Gamble conducted shopper research to understand how to win with consumables in the Convenience Industry. The findings were enlightening and we received direct quotes from shoppers in key focus areas. Here four important takeaways: 1) In order to transform consumers into c-store purchasers, prices need to be competitive. * Consumers expect to pay more at c-stores, but often the high markup is just too much and can drive them to their local grocery store instead. * “I am NOT willing to pay more than 15% more for the convenience.” * “I think buying products there would be helpful but only if the prices are competitive. You can often find good deals on household products elsewhere so if the prices aren’t competitive I probably wouldn’t change my shopping habits.” 2) Consumers want to see the brands they love. * Consumers would be more inclined to shop at c-stores if they knew they’d find quality brands, brands that match their values, or more brand selection. * “I can’t see buying any of these there unless brands were the same as my regular ones and the prices were as low.” * “I would like to see more health conscious items at convenience stores.” 3) Keep items people need in a pinch. * Consumers may only need one item in an emergency or they need to pick up a few things late at night when their regular stores are closed. These could also be items that families may need while traveling. * “Smaller sized cleaners and toiletries would be great. If I’m shopping at a convenience store for these items it’s because I have no other option available and need something quickly.” * “I would only buy household products at a convenience store if it were an emergency and I don’t have other options.” 4) Paper products are the most essential to carry at c-stores. * Consumers agree the most important item c-stores need to carry are paper products. These include toilet paper, paper towels, tissues, paper plates, etc. * Paper products tend to be an item often forgotten about but needed quickly. * “If it isn’t a necessity, don’t waste space stocking it. Like fabric softener. I wouldn’t rush out to a convenience store to buy this. I’d either wait a day on the laundry, or do it just this once without a fabric softener. Paper products, yes.”

Boost Snack Sales With Kellogg’s Kellogg’s® is expanding their strong lineup of existing snacks with new product innovations under many of their existing snack brands. Leading the way is the latest addition to the Rice Krispies Treats® roster: Rice Krispies Treats® Dunk’d – an indulgent confection bar with the irresistible combination of the classic Rice Krispies Treats® dunked in creamy goodness and available only in convenience stores. Along with the addition of Rice Krispies Treats® Dunk’d, Kellogg’s® is serving up several other craveable new flavors of its most popular snacks including: • Cheez-It® Extra Toasty and Extra Cheesy • New Pop-Tarts® Pretzel in Cinnamon Sugar and Chocolate flavors • Pop-Tarts® Bites in Frosted Strawberry and Frosted Brown Sugar Cinnamon • Pringles® new Rotisserie Chicken and Parmesan & Roasted Garlic

• Rice Krispies Treats® Snap Crackle Poppers latest flavors of Caramel and Vanilla Crème “Our latest Kellogg’s product innovations are designed to meet the needs of snackers looking for fun, new, delicious choices,” said Ami O’Keefe, Sr. Commercial Strategy Manager for Convenience at Kellogg Company. Kellogg’s® newest product innovations will be available in 2020. More information about the latest products, as well as proven performers, is available at https://www.kelloggsspecialtychannels.com/home/convenience.

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Ferrara: We Share Delight in Every Bite

A Clean Store Is a Trusted Store An average convenience store selling fuel has more than 1,100 customers per day—that’s 1,100 customers bringing germs into your location.1 How will you combat the excess of germs entering your store and reduce the risk of cross contamination? You need to use the right surface disinfectant and sanitizing spray to keep your store’s surfaces clean while showing your commitment to employees and guests.

Ferrara is an undisputed leader in sweet snacking. We believe in sharing delight in every bite.

You have plenty of surface disinfectant products to choose from, but be sure you’re getting one that fits the needs of your store. Look for products with the ability to quickly kill foodborne illness-causing germs, that can be used on both soft and hard food-contact surfaces without irritants, and have sustainable ingredients. One such product is PURELL® Foodservice Surface Sanitizer. This one-step sanitizer and cleaner is powerful enough to kill norovirus in 30 seconds—but is formulated for food-contact surfaces with no rinse required. • Fast and effective - Eliminates norovirus, Salmonella, E. coli and Listeria in 30 seconds - Eliminates hepatitis A in 60 seconds • Multi-surface formulation - Proven effective across most hard and soft surfaces • No harsh chemicals - Eliminates the need for handwashing, gloving or health hazard precautionary statements.

Through high-quality products, superior innovation and a portfolio of loved brands, Ferrara continues to win in the sweet spot of snacking. We keep our finger on the pulse of what our consumers want: the legendary favorites they love and new flavors and products they desire. Ferrara is headed for great things. We have a clear vision of what we want to accomplish: we are determined to lead the future of sweet snacking and continue to delight consumers around the world.

You have the ability to provide health and cleanliness to your customers with a product that is as convenient as your store locations. For more information on PURELL Foodservice Surface Sanitizer and a complete solution of products to more holistically fight the spread of germs, visit gojo.com/c-stores. 1

It Takes a Team Our aspirations are only possible when backed by a passionate and dedicated team, and we remain committed to investing in our people to make it all happen.

https://www.convenience.org/Research/FactSheets/ScopeofIndustry/Convenience

Pride in Our People We recognize that our people are one of our distinct competitive advantages. We aim to lead a world-class organization that attracts top talent while providing opportunities to develop and grow. We have a brilliant, ambitious crew hard at work, and the resources to deliver on a global scale.

Benefits of Better Tobacco A new brand, Manitou, uses 100% flue-cured tobacco and is made with only tobacco and water. Manitou cigarettes are 100% free from any harmful chemical additives, humectants and synthetic flavors commonly found in other popular tobacco brands.

To help our people succeed, we have four core operating principles that help to create a unique and highly differentiated culture:

Additionally, Manitou cigarettes are made in the U.S., from hand-picked tobacco from the upper part of the stalk, which provides the best flavor experience. These cigarettes contain no reconstituted sheet tobacco, stems or other fillers that can degrade the experience, making them a premium choice for choosy adult smokers.

• We are empowering. Equipping, encouraging and trusting our people to make the right decisions. • We are agile. Using speed as our competitive advantage while working from a foundation of structure and processes.

While additive-free cigarettes are not safer than traditional cigarettes, many consumers prefer them because they feel they taste better or are more enjoyable for other reasons. For convenience store retailers, it’s important to offer an array of options for shoppers—both for those who have a favorite brand and for those who are looking for their new favorite. Manitou tobacco has retained its natural tannins that create the slightly sweet, mild taste and smell of smoked tobacco, and is higher in sugar with medium to high levels of nicotine, all of which contribute to a superior smoking experience. Best of all, Manitou cigarettes are available in six different varieties, each offering a different smoking experience. This not only ensures every smoker has the chance to find the best one for their preferences, but also means interested adult smokers can try a variety before choosing their favorite. By highlighting brands’ commitment to quality, interested shoppers can make an informed choice, switching from their usual brand to trying something better.

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• We are collaborative. We put the good of the company before functional and individual interests. • We lead with integrity. Holding ourselves accountable to consistently high operating standards, doing what’s right even when it’s difficult. For more information visit www.ferrarausa.com.

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October 2020 • CSTORE DECISIONS

Capture Healthy Snackers Detour is expanding its award-winning product line to include Detour Overnight Oat bars. This innovation brings bold flavors to the traditional protein bar category and the growing popularity of overnight oats on social media platforms. Detour Overnight Oats are sure to catch the attention of younger and health conscious consumers looking to indulge in a trendy morning breakfast while on the run. Detour Overnight Oat bars have real recognizable ingredients starting with Gluten-Free Organic Rolled Oats. This is perfect for a quick breakfast, a midday snack or an after-dinner treat.

• 10 grams of whey protein is the core and first ingredient. • 4 grams of sugar helps provide a low sugar diet to maintain a healthy lifestyle. • 3 grams of fiber is a healthy dose that will keep you full while nourishing your body. • 150 calories are a perfect meal replacement or post workout snack. Detour Overnight Oat bars come in three delicious flavors including Banana Walnut, Blueberry and Apple Cinnamon. Detour protein bars are available at convenience stores nationwide. For more information, visit www.detourbar.com.

What do leading ®

1111 Superior Avenue, 26th Floor Cleveland, Ohio 44114

convenience store chains

have in common?

RETURN SERVICE REQUESTED

Capitalizing on the experience of industry partners to bring retailers and suppliers together to identify emerging trends and boost sales www.conveniencedirections.com

Live Better With Solari Hemp Solari Hemp is a true farm-to-shelf hemp company which entered the market in 2019, with over 150 acres of farmland in Colorado, offering on-site growing, extraction, distillation and a strong commitment to science and genetics. Solari offers high-quality hempderived wellness products at affordable pricing to enhance people’s daily health regimens. Aimed at encouraging consumers to “Live Better with Solari,” the wellness company was created by Colorado cannabis pioneer and former founder and CEO of MMJ America, Jake Salazar, former Director of Operations and Business Development at Smoker Friendly International, Colin Gallagher, and former CMO of Rush Communications, Myorr Janha. Solari Hemp is passionate about their farm-to-shelf operation, which gives the company complete control over each step in the life cycle of growing, extracting, and manufacturing of its products. They track and test each plant and varietal to guarantee the efficacy and quality of its entire product line. They have also developed a unique harvesting technology that will increase efficiency and reduce crop damage during this pivotal and difficult step in the hemp farming process. “Our company is providing high-quality products that consumers can trust and at fair price points so everyone can have access to hempderived CBD and feel confident in what they’re putting into their bodies,” said Solari Hemp CEO Kelly Michols. “We believe by being a farm-toshelf business and owning the entire process from start to finish, it allows us to deliver premium products at affordable prices both in-store and online.” As one of the largest hemp farmers in Colorado, Solari Hemp functions as both a B2B and B2C company, growing hemp for their own products as well as industrial hemp applications. The company also provides full-service hemp sourcing solutions and white labeling for companies looking for a high-quality source of hemp.

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The hemp startup launches with a THC-free line of hemp-derived CBD Isolate products including CBD gummies, CBD liquid soft gel capsules, CBD pain cream, CBD warming, cooling, and arnica balm tins, warming and cooling CBD roll-on gel, and CBD in MCT oil tinctures in lemon and fresh mint flavors. The product offering ranges from 60mg1,500mg including a complete line of convenience-focused products and merchandising vehicles. Solari values its commitment to science and has partnered with Front Range Biosciences, an agricultural biotech company that specializes in tissue culture propagation of high-value crops at an industrial scale to improve consistency and efficiency for clone production. Colorado-based Front Range Biosciences provides clones that are clean, reliable and thirdparty tested for Solari Hemp’s product line. To further solidify their commitment to a farm-to-shelf business approach, Courier Labs, a premier bulk wholesale manufacturer of hemp products to global markets, with facilities in California, Colorado, and Louisiana is also an investor and strategic partner to Solari Hemp. Solari Hemp is very excited about leading in the hemp-derived segment and partnering with Convenience retailers to offer best-in-class CBD products to their consumers ensuring quality that can be trusted.

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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

Next-Generation Combi Ovens The iCombi Pro, the next-generation family of combi ovens, is now available from RATIONAL dealers nationwide in various sizes, from the compact XS to the 20-full size. The iCombi Pro offers commercial kitchens higher productivity, shorter cooking times and lower energy consumption compared to the previous model, while still providing outstanding consistency of results, even at full loads. In response to customer feedback, now chefs can intervene when using an automatic cooking path. It’s also possible to switch from cooking just one type of food to a mixed load with different foods on each shelf. Another breakthrough feature is the ultra-fast, approximately 12-minute interim cleaning cycle.

The RATIONAL Group www.rationalusa.com

Handmade Dog Treats New to the market but already a convenience top-seller, Cosmo’s Snack Shack Doggy DoughMutts are a unique addition to any standard grocery set. Consumers love this fun treat with a clean ingredient deck. Doggy DoughMutts are handmade from just six simple ingredients, including real sweet potato. Convenience pet treat sales have a remarkable seasonal peak in November and December. Sales in December 2019 were 40% higher than that of July 2019, another strong travel month. Doggy DoughMutts are a great addition just before the holidays.

Cosmo’s Snack Shack info@treatplanet.com

www.cosmossnackshack.com

Nashville Hot Chicken RollerBites Some ﬂavors are just too hot to keep away for long. Nashville Hot Chicken RollerBites are back — to bring some serious heat to your grill or hot case, satisfying your customers’ spicy cravings.

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Sassy Bites are the latest addition to the OH SNAP! line of grab-and-go pickles and pickled veggies. These convenient, single-serve pickle bites are sweet with just enough heat as well as gluten-free, fat-free, vegan, keto-friendly and made with non-GMO cucumbers. Sassy Bites are packed with no added brine — delivering great taste, superior crunch and less mess. OH SNAP! gives customers what they are looking for — healthy, portable, delicious snacking options. See all eight OH SNAP! items at ohsnappickles.com.

GLK Foods LLC

Home Market Foods Inc. www.hmffoodservice.com/contact 136

Grab-and-Go, Single-Serve Pickles

Contact: Ben Wehner, (920) 915-6222

bwehner@glkfoods.com

October 2020

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PRODUCTShowcase

Heated Air Curtain Cabinet Hatco Corp.’s patented Flav-RSavor Heated Air Curtain Cabinet effectively and safely keeps foods at ideal serving temperatures without the use of doors, giving customers easy access to fresh, hot products. The FS3HAC features removable slanted or horizontal shelves with removable sign holders, balanced LED lighting and easy-to-use digital controls.

Energy Shot

Hatco Corp.

www.hatcocorp.com

JUMPSTART ENERGY SHOT’s unique formula has a balanced blend of quality ingredients that your body demands when it seeks a surge of sustained energy and focus. Safe and effective: Within 15-20 minutes of drinking JUMPSTART, you will be ready for anything. JUMPSTART your day with increased focus for hours without the unpleasant side effects. JUMPSTART ENERGY SHOT was developed by a group of doctors, neurologists and nutritionists to give you the best energy without harming your body. Created for professional athletes that need to be at their best.

Overnight Oats Bars Capitalizing on one of the largest social media food trends, Overnight Oats by Detour is a new kind of bar for a new kind of consumer. Overnight Oats revolutionized a staple breakfast food by making it more enjoyable and ﬂavorful, taking these core value propositions a step further by translating Overnight Oats into bar form. Overnight Oats give consumers of all ages a health-conscious, modern take on breakfast on the go.

JUMPSTART ENERGY SHOT

(661) 619-1312 • pat@patbrownsystem.com

www.jumpstartenergyshot.com

Overnight Oats

www.overnightoatsbar.com

Pocket Lighter Designs Calico Brands Inc. introduces two new series to its Scripto Ultima Designer pocket lighter line: Tie-Dye and Retro Diner, which feature ﬁve designs for each series. The Scripto Ultima Designer pocket lighters are available in a 50-count display-a-tray and two-pack open stock, with a suggested retail price of $1.79 per lighter in a display-a-tray and $3.79 per two-pack. The Scripto Ultima has up to 3,000 lights on full-size lighters, greater fuel capacity, premium sparkwheel design that allows for comfortable ignition, visible fuel supply, adjustable ﬂame and is made with polycarbonate material able to withstand high impact and high heat.

Calico Brands Inc.

(800) 544-4837 • marketing@calicobrands.com • www.calicobrands.com cstoredecisions.com

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PRODUCTShowcase

Perfectly Cajun Flavor Krispy Krunchy Chicken’s Perfectly Cajun Seasoning & Marinade combines the unique flavor profile and signature coloring exclusive to Krispy Krunchy Chicken in a convenient take-home package. Made using only the finest ingredients, Perfectly Cajun invites consumers to shake onto their favorite dish or mix with water and inject into meat or seafood for a delicious Cajun-infused kitchen creation. For information on ordering Perfectly Cajun, contact perfectlycajun@krispykrunchy.com. Information on partnering with Krispy Krunchy Chicken can be found at krispykrunchy.com/partnering or by contacting info@krispykrunchy.com.

CBD Soft Chews Two-Count Pouch

Krispy Krunchy Chicken

www.krispykrunchy.com

Forth CBD Soft Chews combine fruit flavors with full-spectrum CBD formulation to make your daily CBD routine a breeze. Designed for on-the-go convenience, each pouch of Soft Chews contains two chews with 25 milligrams of hemp-derived CBD each, so you know exactly how much you’re taking to promote the wellness and balance you’re looking for. Packaged in resealable, travel-friendly pouches to maintain freshness, with two flavor options: Citrus and Cherry-Berry. The two-count pouch has a suggested retail price of $4.99.

Spiked Lemonade The world is handing us a lot of lemons these days, and Fishers Island Lemonade, the original cocktail-in-a-can, is committed to making (spiked) lemonade out of them. Fishers Island Lemonade packs a punch at 9% ABV. It’s made with all-natural ingredients, including signature lemon and honey, premium distilled vodka and barrel-aged whiskey. There’s no malt, no high fructose corn syrup, and no artificial flavors or colors. It is a true spiritsbased canned cocktail — unlike seltzers, wine coolers and other malt products.

Forth CBD

Fishers Island Lemonade

www.forthcbd.com

www.filemonade.com

Individually Wrapped Cookies and Bars Sweet Street offers freshly baked Manifesto individually wrapped cookies and bars. Made with only pure cane sugar, cage-free eggs and sustainably grown chocolates, Sweet Street ensures that farmers and their families are taught better farming practices, helping them protect their land for future generations. Manifesto offers seven individually wrapped desserts: Salted Caramel Crunch Manifesto Cookie, Sandy’s Amazing Chocolate Chunk Manifesto Cookie, Zoe’s Crush Manifesto Cookie (Certified Gluten Free), Toffee Crunch Manifesto Blondie, Peruvian Chocolate Manifesto Brownie, Honduran Chocolate Manifesto Brownie (Certified Gluten Free) and Chewy Marshmallow Manifesto Bar (Certified Gluten Free).

Sweet Street

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PRODUCTShowcase

Sweet Candy Bites Sour Punch Sweet Bites — the brand’s only sweet, non-sour candy — come in four non-sour ﬂavors: Dream Berry, Passion Punch, Grateful Grape, and Cotton Candy. Sweet Bites will be available in a nine-ounce stand-up bag with a suggested retail price (SRP) of $2.99 to $3.49 and a four-ounce hanging bag with an SRP of $1.39 to $1.69. Shipping November 2020. Sweet Bites are packaged in a collection of six unique ‘Embrace Your Punch’ themed designs that encourage fans to embrace and appreciate each other’s differences.

American Licorice Co.

www.americanlicorice.com

Holiday Coffee Creamers International Delight is partnering with beloved holiday movie ELF to release a line of coffee creamers, available through the holiday season. New International Delight Caramel Waffle Cookie Coffee Creamer combines the flavors of rich caramel and toasted waffle cookies; Frosted Sugar Cookie tastes good enough to leave out for Santa; and Peppermint Mocha will make you feel like you like you’re in the Candy Cane Forest with Buddy the Elf himself. All three flavors are sold in 32-ounce bottles for a suggested retail price of $3.79.

International Delight

www.internationaldelight.com

Mid-Morning Snack Cake New Reese’s Snack Cakes are a ﬁrst-of-their-kind, mid-morning cake treat. Yep, you read that right — a Reese’s treat to enjoy in the morning. With new Reese’s Snack Cakes, Reese’s fans can enjoy a delicious combination of chocolate and peanut butter creme without having to wait until lunch. The Reese’s brand’s ﬁrst-ever morning treat offers real milk chocolate and Reese’s peanut butter creme in a two-cake pack — 2.75 ounces, with a suggested retail price of $1.99 — available December 2020 at c-stores nationwide.

The Hershey Co.

www.thehersheycompany.com

Coffee Innovation Coca-Cola With Coffee — which officially launches nationwide in January 2021 — fuses the familiar, authentic taste of Coca-Cola with the rich, luxurious flavor of 100% Brazilian coffee, with three signature flavors: Dark Blend, Vanilla and Caramel. This is the latest output of the company’s “lift and shift” strategy to scale successful beverage innovations from market to market via an experimental, test-and-learn approach. The product was first piloted in Japan in 2018 and is now available in more than 30 markets worldwide. Coca-Cola With Coffee contains 69 milligrams of caffeine per 12-ounce serving, pushing Coca-Cola into uncharted territory while staying true to its core values.

The Coca-Cola Co.

www.coca-colacompany.com

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PRODUCTShowcase

Zero-Sugar Pumpkin Spice Almond Creamer Silk is bringing the essential ﬂavor of pumpkin to fridges this fall. New, limited-edition Silk Almond Unsweet Pumpkin Spice Creamer with zero grams of sugar blends the ﬂavor of classic pumpkin spice with smooth almond milk for fall indulgence, sans sugar. The suggested retail price is $3.29 per pint.

Danone North America

www.danonenorthamerica.com

Dunnage Racks Beef and Cheese Snack Sticks Old Trapper’s Beef-n-Cheese Snack Sticks provide the same lean beef, freshest ingredients and wood-ﬁred smoke that Old Trapper fans have come to love, with the unexpected twist of tasty cheese in the same convenient package. With zero sugar and seven grams of protein per package, and because they can be taken anywhere without worry of spilling, crumbling or spoiling, the Beef-n-Cheese Snack Sticks are perfect for healthy fall, road-tripping and back-to-school snacking. Old Trapper’s Beef-n-Cheese Snack Sticks come in two ﬂavors: Original and Jalapeño.

Old Trapper Smoked Products

www.oldtrapper.com

MasonWays Dunnage Rack bases keep food products safe and secure off the ﬂoor, preventing contamination. The vented design allows for air ﬂow circulation through top slots to help keep items fresher and safer. MasonWays is now offering an optional anti-microbial additive in the molding process to prevent and control microbes even further. Many sizes are available, as well as optional casters for mobility. Bases are impervious to chemicals and weather, and are easy to clean. Temperature-resistant from -20 to +180 degrees Fahrenheit. Units are ideal for use in coolers, freezers, back rooms and food preparation areas.

MasonWays Indestructible Plastics LLC (800) 837-2881 • info@masonways.com

www.masonways.com

Football-Themed Kickoff Cookies Whether you’re picking up a quick treat for the family’s tailgate or gearing up at home to watch reruns of your team’s best moments, Tastykake has you covered with new football-themed Kickoff Cookies. Kickoff Cookies come in a 12-ounce tub complete with a touchdown-themed exterior and ﬁlled with delicious chocolate chip cookies, perfect for snacking during the big game. The suggested retail price for the tub is $4.99.

Flowers Foods

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PRODUCTShowcase

Premium Pumpkin Seeds SuperSeedz, the small-batch, dry-roasted, no-shell pumpkin seed snack brand is now the only company to exclusively offer premium European pumpkin seeds from Austria. They are two times larger than ordinary seeds. SuperSeedz are 100% Big 8 allergen free, non-GMO Project Veriﬁed, keto/paleo friendly and school safe. The Core Line offers the Sea Salt, Somewhat Spicy and Cinnamon & Sugar version, and the Premium Select version offers the award-winning Dark Chocolate & Sea Salt, Pink Himalayan Salt and the award-winning Maple Sugar & Sea Salt. SuperSeedz’s Core Line is offered in ﬁve-ounce and one-ounce sizes and Premium Select in four-ounce.

SuperSeedz

www.superseedz.com

Single-Serve Egg Bites

Better-for-You Alcoholic Beverage The idea for Jiant grew out of the co-founders’ shared frustration with the lack of gluten-free alcoholic beverages that were low in sugar and made from real, high-quality organic ingredients. Jiant brews junstyle kombucha with organic green tea and honey sustainably harvested from wild bees. It’s naturally gluten free with its core lineup consisting of the following three ﬂavors — Passion Fruit & Elderﬂower, Ginger & Lemongrass and Grapefruit & Hibiscus — all clocking in at a very sessionable 4.5% ABV.

Jiant Hard Kombucha www.jiantkombucha.com cstoredecisions.com

Vital Farms is introducing Egg Bites, a new line of single-serve, refrigerated bites made with high-quality ingredients including Vital Farms pastureraised liquid whole eggs, pasture-raised cheese, humanely raised meats and vegetables. Each pack comes with two 2.3-ounce egg bites, with 16-18 grams of protein per pack. Ready in just 45 seconds, Egg Bites can be heated directly in the microwave in their recyclable and BPA-free tray. Varieties include Uncured Bacon & Cheddar Cheese; Roasted Red Pepper & Mozzarella Cheese; Uncured Ham, Bell Peppers, Onions & Cheddar Cheese; and Sun-Dried Tomato, Basil & Mozzarella Cheese.

Vital Farms

www.vitalfarms.com/eggbites

Granola-Based Bites New Sun-Maid Bites are the ultimate back-to-school snack. These delicious granola-based bites are made with quality ingredients including nuts, oats and whole fruit. Sun-Maid Bites have less than five grams of added sugar and contain no artificial flavors or synthetic colors — with resealable packaging that’s great for on-the-go snacking. SunMaid Bites are available in four fun childhood-favorite flavors: S’mores, Birthday Cake, PB&J and Banana Split.

Sun-Maid

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PRODUCTShowcase

New Flavors, Complete Hydration Electrolit has expanded its product line to include three new flavors: Hibiscus, Fruit Punch and Berry Bliss, adding to its already robust line of products. Each new flavor profile will maintain the integrity and high-quality ingredients of the brand’s existing formula. All of Electrolit’s products are scientifically formulated with magnesium, sodium, potassium, calcium and glucose to provide complete hydration when electrolytes and ions are low. Ideal for consumption after prolonged exposure to heat, physical activity, hangovers and sickness, Electrolit provides immediate replenishment to the body.

Electrolit

www.electrolit.com

Decorative LED Lighting LSI Industries has expanded its line of Abolite LED architectural luminaires for outdoor and indoor applications. Manufactured in America and made from heavy gauge spun galvanized steel or aluminum, these decorative new fixtures are available in a wide variety of styles, shapes and finishes. They feature upgraded light engines with outputs of 1,250, 1,500 and 1,700 lumens at color temperatures of 27K, 30K, 35K and 40K — producing the desired illumination for their intended applications. The new fixtures maintain the classic elegance of the Abolite product line while adding the energy-saving benefits of modern LED technology.

LSI Industries

www.lsi-industries.com

Bite-Sized, DualTextured Candy Laffy Taffy launched its latest innovation, Laffy Taffy LAFF BITES. Candy fans can enjoy these poppable treats, which also feature the brand’s signature jokes found on every package. New Laffy Taffy LAFF BITES combine the taffy fans know and love with a candy-coated shell in four ﬂavors: cherry, strawberry, green apple and blue raspberry. LAFF BITES are currently available in three sizes: two-ounce single pegs, with a suggested retail price (SRP) of $1.29; 4.2-ounce pegs, SRP $1.49; and sixounce pegs, SRP $1.69.

www.harveysallnaturals.com

www.laffytaffy.com CSTORE DECISIONS •

Best known for alleviating pets’ stress and anxiety, Harvey’s CBD Elixir for Pets is a concentrated full-spectrum hemp ﬂower oil infused with grape seed oil to improve bioavailability. Cold processing maintains the natural terpenes and secondary cannabinoids to create a highquality product. Shake well, give four to eight drops daily by dropper or on your pet’s food. All Harvey’s products are CTLA Lab Tested. The 250milligram, 0.5-ounce bottle has a suggested retail price of $50.

Harvey’s All Naturals

Laffy Taffy

142

Pet CBD Elixir Drops

October 2020

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PRODUCTShowcase

Holiday Protein Cookie Collection Expanding its lineup of seasonal treats, Lenny & Larry’s has two new flavors of The Complete Cookie in Gingerbread and Peppermint Chocolate varieties in addition to the fan-favorite Pumpkin Spice Complete Cookie. The Lenny & Larry’s Complete Cookie contains 16 grams of plant-based protein and 10 grams of fiber in each freshly baked four-ounce cookie containing no dairy, egg, soy or artificial ingredients. The Holiday Collection has a suggested retail price of $1.69 to $2.49.

Lenny & Larry’s

www.lennylarry.com

Limited-Edition Pumpkin Products RXBAR announced the return of its limited-edition seasonal ﬂavors: Pumpkin Spice RXBAR and RX Nut Butter Pumpkin Spice Peanut Butter. Both are made with the brand’s signature, high-quality core ingredients — egg whites for protein, nuts and dates — with the addition of a few fall-inspired favorites like real pumpkin and cinnamon. Pumpkin Spice RXBAR and Peanut Butter pack in 12 and nine grams of whole food protein, respectively, while touting zero grams of added sugar and a gluten-free ingredient list.

RXBAR

www.rxbar.com

Cauliflower-Based Entrees Cali’Flour Foods is launching a new line of entrees, all of which are naturally glutenand grain-free. Even better, Cali’Flour uses the entire cauliﬂower in its products to pack in the most nutrition per bite. The new line of product offerings include: Chicken Enchilada Bake (12 grams of net carbs, 290 calories, 21 grams of protein); Vegetable Enchilada Bake (10 grams of net carbs, 250 calories, 15 grams of protein); Lasagna w/ Meat Sauce (11 grams of net carbs, 360 calories, 27 grams of protein); Vegetable Lasagna (12 grams of net carbs, 330 calories, 24 grams of protein).

Cali’Flour Foods

www.caliﬂourfoods.com

Lilikoi Lychee Flavor REIGN Total Body Fuel unveiled its newest flavor profile, Lilikoi Lychee. REIGN Total Body Fuel is an all-inone fitness-focused beverage, providing the perfect pre- or post-workout boost with zero sugar, zero calories and zero artificial flavors or colors. Combining the tart and tangy flavor of lilikoi with the sweet, aromatic finish of lychee, the new REIGN Lilikoi Lychee addition evokes the scents and flavors of a tropical exotic getaway. Designed to help you refuel, refresh and recover, each 16-ounce beverage contains 300 milligrams of natural caffeine, BCAAs, CoQ10 and electrolytes.

Monster Beverage Corp.

www.monsterbevcorp.com cstoredecisions.com

October 2020 • CSTORE DECISIONS

143

Classifieds/Ad Index 5-Hour Energy

ADD Systems

105

5hourenergy.com 800.922.0972 / www.addsys.com

Altria Group Distribution Company

TobaccoIssues.com

Apter Industries

Brakebush

800.441.7146 / www.apterindustries.com 800.933.2121 / www.makeitwithchicken.com

Calico Brands

800.544.4837 / www.calicobrands.com

CB Distributors

72, 80 5, 6-7

Krispy Krunchy

Legal Lean

Liggett Vector Brands

800.290.6097 / www.krispykrunchy.com 321.236.2619 / www.legalleanstore.com 877.415.4100

Loomis Armored US, LLC

107

MasonWays Indestructible Plastics, LLC

145

www.loomis.us/SafePoint

800.837.2881 / www.masonways.com

McLane

Modern Store Equipment

cvpproducts.com/info

888.824.3256 / www.cbprices.com www.hempbombs.comn/ www.naturesscript.com

855.370.5981 / modernstoreonline.com/cstore

Chester's International

www.trespicosos.com

147

800.646.9403 / www.chestersinternational.com

Cheyenne International, LLC

866.254.6975 / contactus@cheyenneintl.com

Cleanlife

77 61

800.316.2532 / www.cleanlife.com

Click It Inc.

111

www.clickitinc.com

The Coca-Cola Company

800-241-COKE / www.coca-colacompany.com

Convenience Distribution Association 703.208.1649 / www.cdamarketplace.net

ConvenienceWorks by Hussmann

121 53

800.592.2060 / www.hussman.com

Core-Mark

Del Monte

E-Alternative Solutions

E&J Gallo

Einstein Bros. Bagels

Franke

Fully Loaded Chew

Godfather Pizza

www.core-mark.com www.CanDoDoneDaily.com 877.373.0069 / www.Ealternativesolutions.com www.barefootwine.com 720.458.9735/ petrolicensing@coffeeandbagels.com www.coffee.franke.com www.wholesale@fullyloadedchew.com

Naughty Chili

Safe Shop Assured

North American Bancard

Smoodi

Smucker's

www.getsmoodi.com www.SmuckerAwayFromHome.com

Swedish Match

800.367.3677 www.zyn.com www.whiteowlcigar.com www.whiteowlcigar.com www.gamecigars.com www.swedishmatch.com

9 31 41 71 99

Swisher International

1, 19, 83-85, 148

800.874.9720 / www.swisher.com

Texas Pete

www.TexasPeteFoodService.com/ FlavorsForTheRoad

144

866.481.4604 / www.nynab.com

113

www.safeshopassured.com

Trion Industries, Inc.

26, 75

Paragon

800-444-4665 / www.triononline.com/art

Perfetti Van Melle

www.twang.com

Prairie City Bakery, Inc.

www.gopremier.com

Premier Manufacturing, Inc.

whodovoodoo@utzsnacks.com / www.zapps.com

817.927.7171 / www.paragon4design.com 800.283.5988

www.pcbakery.com

www.gopremier.com

Raybern's

www.rayberns.com

48-49

Republic Tobacco

Twang

U.S. Smokeless Tobacco Company

UTZ Brands

Vehicle Wash Systems, Inc.

117

(Regional Distribution)

800.344.8700 / www.washngo.com

402.255.2572 / www.franchising.godfathers.com

Gulfcoast

727.449.2296 / www.gulfcoast.com

Hatco Corporation

Hershey's

888.815.8460 / www.hatcocorp.com www.hersheys.com

Home Market Foods, Inc.

800.367.8325 / www.HMFfoodservice.com

Hoshizaki

Hunt Brother's Pizza

800.438.6087 / www.hoshizakiamerica.com

Dunnage Racks Available with Anti-Microbial Additives to Control Microbes!

800.453.3675 / www.huntbrotherspizza.com/csd

JUUL

www.juul.com / www.wecard.org

Kooler Ice Vending Machines

800.858.3025 x1 / www.KoolerIce.com

35, 87 115

www.masonways.com

cstoredecisions.com

800-837-2881 October 2020 • CSTORE DECISIONS

145

IndustryPerspective

Creating a Strategic Business Plan Amid COVID-19 A successful business plan identifies the direction you want to go and tactical benchmarks with which to measure progress. John Matthews • Gray Cat Enterprises Inc. Business planning in any environment is important, but add in the myriad of challenges brought by the current COVID-19 pandemic, and strategic business planning becomes even more essential for convenience stores looking to succeed in this uncertain landscape. So, why is business planning so crucial? In a word, it provides clarity. Investing time in developing a plan provides precise clarification of the company’s vision to both employees and customers. In addition, it provides a mechanism to gauge the results of the business and provides the foundation for future growth. A business plan that hits the mark is one that not only identifies the strategic direction of the company, but also maps out the tactical elements that enable the company to execute on the plan. This is where most companies fail to deliver. Operationalizing a strategic plan is a discipline that separates the planners from the doers. Be sure to consider the following in creating your strategic business plan so that you position your convenience store chain to thrive despite the challenges caused by the pandemic.

span one to three years with metrics that can be used to measure your success. DEVELOP PLANNING MODULES

Next, compartmentalize your plan by priority, resources and timelines, and break out the tasks that must be accomplished in each quarter of the year. Be prepared to reset the plan as needed due to changes in market conditions. DEVELOP NON-CAPITAL INITIATIVES

This includes productivity projects, i.e. sweat equity, process improvements, better management, etc. Develop checks and balances on resource management. Have an “in the queue, out of the queue” mindset. Basically, this means that you need to identify an initiative, get the resources to work on it, get it complete and move on — no hesitation. CREATE A CAPITAL EXPENDITURES (CAPEX) PLAN

Identify all discretionary CAPEX items that add growth and returns. Include mandatory, stay-in-business CAPEX items. Lastly, set up a capital committee to review these items. IDENTIFY & MONITOR

STRATEGIZE & IDENTIFY GOALS

First, identify the key company goals for your convenience store chain. These should include goals in areas including financial, growth and cultural alignment. Your plan should 146

CSTORE DECISIONS •

Identify both Key Performance Indicators (KPIs) for your business to use as benchmarks, as well as Fundamentals, Cycles & Trends (FC & Ts) — outside forces that will influence your best intentions.

October 2020

ASK KEY QUESTIONS

Consider the following questions to make sure your direction is on point: • Where do you want to go? • How will you get there? • Do your initiatives achieve your overall goal? OPERATIONALIZE BY WRITING AN ACTIONABLE PLAN

Sequentially timeline all projects so that they will not be competing against one another for resources. Morph your strategy into a plan that includes tactical solutions by mapping all the steps of the execution. Share with the whole team expectations, updates and communications involved in the ongoing business plan process. Set targeted benchmarks that can be measured against the initiatives you are implementing. Monitor weekly and monthly all activities to ensure that the team is delivering on time and on budget. Successful organizations create a team that consists of both types of individuals. A team that can take lofty strategic plans and tactically execute them is one to be reckoned with. John Matthews is the founder and president of Gray Cat Enterprises Inc., a strategic planning, operations and marketing services firm. Matthews has recently written “Game-Changing Strategies for Retailers,” available on Amazon. His two step-by-step manuals, “Local Store Marketing for Retailers” and “How to Stage a Killer Grand Opening,” are available at GrayCatEnterprises.com.

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CHOOSE

w h e r e g o o d fo o d m e e ts

GOOD BUSINESS ›

We provide delicious food for on-the-go consumers.

›

Chester’s menu is designed to maximize profitability for our retailers.

›

We’re a steady fixture in Entrepreneur’s Franchise 500 rankings.

CALL 800.646.9403 TO START YOUR OWN CHESTER’S TODAY. www.chestersinternational.com This offering is made by prospectus only.

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.