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CANADA’S LARGEST CONVENIENCE, GAS & CAR WASH INDUSTRY EVENT DISCOVER THE LATEST PRODUCTS, INNOVATIONS AND OPPORTUNITIES TO DRIVE TRAFFIC AND INCREASE PROFITS

LIVE AND IN-PERSON THE TORONTO CONGRESS CENTRE SEPTEMBER 13-14, 2022

CONTENTS SEPTEMBER | OCTOBER 2022

VOLU M E 27 | N U M BE R 5

5 Editor’s Message New days and new challenges demand a powerful new approach 6

The C-store IQ National Shopper Study

7

Win on Sunday, retail on Monday

ILLUSTRATION, CARL WIENS

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EV Report: Getting charged

Motorsports sponsorship races back into the spotlight

State of charge

Checking the pulse of Canada’s EV charging networks

14 In the race to produce biofuels, Canada steps on the gas

While America increases its flex fuel flex, we’re finally off the sidelines

22

It’s showtime!

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EDITOR’S MESSAGE 20 Eglinton Ave. West, Suite 1800, Toronto, ON M4R 1K8 (416) 256-9908 | (877) 687-7321 | Fax (888) 889-9522 www.CCentral.ca SVP, GROCERY AND CONVENIENCE | Sandra Parente

EDITORIAL EDITOR & ASSOCIATE PUBLISHER, CSNC

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New days and new challenges demand a powerful new approach

It’s a cliché to say that we live in challenging times. The truth of the matter is, all times have been challenging in one way or another. This particular moment in history may feel heavier in many ways, but it doesn’t make it true—feelings are not facts.

Also, there can be light in the heaviness. Where there are challenges, there are also opportunities to rise up to meet those challenges. An example of this is biofuel, a topic we look at in one of this issue’s articles.

In America, the challenges faced by farmers in the Midwest have been offset (to some degree) by the adoption of cleaner-burning E85 fuel, which utilizes a higher proportion of ethanol (derived from biomass such as corn) than typical pump fuel.

While biofuels are not a perfect solution for the climate crisis or for the plight of the farmers or for anything at all, they represent a part of a solution that works for America right now. It’s something we should consider here in Canada—maybe it fits, maybe it doesn’t. The point is this: We need to regularly look outside our immediate bubble to see if there’s a better way to do business.

The same idea holds true for electric vehicles. Are EVs a realistic solution for every Canadian? They are not—and they may never be. But they are a reasonable solution for a growing percentage of the population right now. So it’s the right time for operators to study the calculus and see if joining the EV charger brigade works or not.

Finally, the idea of looking outside for ideas really takes root at an event like The Convenience U CARWACS Show. Off the in-person event calendar since 2020, this is one of the biggest trade shows in the country.

It’s also the only event considered essential viewing by professionals in the convenience, gas and car wash industries in Canada.

If you’re like us, you love sharing best practices with colleagues, helping each other make smarter decisions and raising the standard for everyone.

This is why we’re proud of this issue of OCTANE—and especially proud to see The Convenience U CARWACS Show make its return.

We’ll see you outside the bubble! OCTANE

LICENSING AND REPRINTS Please contact Wright’s Media | ensembleiq@wrightsmedia.com 1-877-652-5295 CONVENIENCE STORE NEWS CANADA / OCTANE is published 6 times a year by EnsembleIQ. CONVENIENCE STORE NEWS CANADA / OCTANE is circulated to managers, buyers and professionals working in Canada’s convenience, gas and wash channel. Please direct inquiries to the editorial offices. Contributions of articles, photographs and industry information are welcome, but cannot be acknowledged or returned. ©2022 All rights reserved. No part of this publication may be reproduced in any form, including photocopying and electronic retrieval/ retransmission, without the permission of the publisher.

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C-STORE

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NATIONAL SHOPPER STUDY EV Report: Getting charged B Y M I C H E L L E WA R R E N

The electric vehicle (EV)landscape is changing all the time and so, too, are people’s priorities, with a growing number of c-gas shoppers interested in EV and seeking charging options in their daily routines, according to the C-store IQ National Shopper Study.

Coming into 2022, 7% of c-store shoppers said they owned an electric vehicle and most (59%) charge their electric vehicles during at least some of their convenience store visits.

Consequently, a majority of owners (76%) find it extremely/very important that convenience stores have a charging station available.

Working with the research team at EnsembleIQ, Convenience Store News Canada and OCTANE surveyed more than 1,000 shoppers across the country. C-store IQ is the only convenience and gas specific study designed to better understand how the wants, needs, values and habits of Canadian consumers are evolving and what that means for the future success of your business.

While most felt at the time of the survey that it was not likely they will purchase an EV in the next two to three years, we do know that a lot has changed even since then, with higher gas prices and climate concerns again shifting people’s priorities.

All indicators are that interest in EV is increasing, thereby it is a critical area to watch for operators, especially considering the share of those who say they are extremely/very and somewhat likely to purchase an EV increasing significantly compared to 2019.

Data shows proximity is the priority for shoppers when asked what would be the most important consideration when selecting a charging station to use—that makes sense. However, research reveals people like the idea of being near stores where they can pass

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their time shopping. The other thing they want? Access to free Wi-Fi while they wait for their vehicle to charge.

Breaking it down by demographics, gen Z, millennials and gen X were particularly interested in Wi-Fi, while gen Z and millennials also showed the most interest in in-store gaming/ entertainment. Given their life stage, millennials, in particular, like the idea of a dedicated waiting area for drivers with children.

For a deeper dive and exclusive insights, join us at The Convenience U CARWACS Show opening conference on September 13 when Beth Brickel, vice-president research at EnsembleIQ, will dig deep into the data to look at how your customers are evolving and what the next generation of convenience and gas customers expect from the industry and from your business. OCTANE

Likelihood to consider purchasing electric vehicle in next 2-3 years

Importance of convenience store having charging station

EXTREMELY / VERY IMPORTANT 45%

SOMEWHAT IMPORTANT 31%

NOT AT ALL / NOT VERY IMPORTANT 24%

Frequency for charging when making convenience store stop

EXTREMELY / VERY LIKELY 14% 10%

EVERY / ALMOST EVERY TIME 27%

SOMEWHAT LIKELY 29% 20% SOME OF THE TIME 32%

NOT AT ALL / NOT VERY LIKELY 57% 71%

NEVER/RARELY 41%

Significant increase / decrease vs. pre-pandemic

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WIN ON SUNDAY RETAIL ON MONDAY Motorsports sponsorship races back into the spotlight

T XPB, ALAMY

BY M A R K H ACK I NG

he man who literally wrote the book on motorsport sponsorship, Guy Edwards, said it best: “Race cars run on money, not fuel.” The ex-Formula One driver, who competed in the top echelon of his sport from 1974-77, went on to achieve even greater success as a businessman who brokered innovative sponsorship deals.

In early 1992, his book, Sponsorship and the World of Motor Racing was published and it’s since gone to become the absolute bible on this topic. It’s also a rare collector’s item that sells for over $500 per copy—provided you can find a copy.

Someone who studied Edwards’ book very closely is Zak Brown, chief executive officer of McLaren Racing, the team that competes in a stack of high-profile race series around the world. The list currently includes the FIA Formula One World Championship, NTT IndyCar Series, all-electric offroad Extreme E Championship and, starting next season, the

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all-electric ABB FIA Formula E World Championship.

For a good part of his own career in motorsport, Brown was an ultra-competitive sort, rising up the ranks while securing his own funding deals along the way. “Back when I was racing, I had to do all my own sponsorship because I didn’t come from a wealthy family,” he said during an interview at this year’s Honda Indy Toronto. “That forced me to understand how the business worked, why companies would sponsor [someone], what they needed to get out of it.”

If you take a look at the McLaren Racing website, you’ll see that it’s littered with sponsor logos. The outfit enjoys the support of a wide range of big-time brands in a wide range of sectors, including Coca-Cola, Goldman Sachs, Dell, Hilton Hotels, Unilever, Stanley Black & Decker and Gulf Oil. Clearly, the man knows how to strike a deal.

But it was still a surprise to see the McLaren MCL36A at this year’s Montreal Grand Prix sporting the logo of a

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brand-new sponsor: Circle K. The deal, worth an untold amount—but likely in the millions of dollars—was just for the single race.

“The Canadian Grand Prix is a beloved and premier event that draws millions of viewers and fans globally,” said Melissa Lessard, head of marketing for North America at Couche-Tard, in a press release. “So this partnership with McLaren is the ideal backdrop to showcase our global Circle K brand and our shared love for speed, convenience, and world-class mobility innovation.”

With the surge in popularity of Grand Prix racing, helped in no small part by the successful Netflix TV series Drive To Survive, brands are climbing all over themselves to sponsor teams and drivers. Formula One has always been one of the most expensive sports in the world for sponsors; now, the deals are absolutely eye-watering. But other forms of motorsport may also offer tremendous return on investment—and for a lot less money.

Earlier this year, another Canadian company, Parkland, announced a sponsorship deal with another leading motorsport team, Chip Ganassi Racing. In this case, it’s a multi-year deal to showcase Parkland brands in two different race series, NTT IndyCar and Indy Lights. (While these are also professional race series, they run only in North America and the global TV audience is much smaller than it is for Formula One.)

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If you’re an owner/operator looking to just test out the idea of sponsoring a driver or rider, there’s also plenty of regional racing taking place across the country “Partnering with Chip Ganassi Racing to put our industry leading brands center stage at motorsports’ biggest events is a tremendous opportunity for us,” said Ian White, senior vice president of strategic marketing and innovation at Parkland, in a press release.

“Delivering high-quality products and experiences to our customers closely aligns with the level of commitment and quality race fans have come to expect from the Ganassi team.”

Closer to home, there are plenty of opportunities for owner/operators to sponsor national or even regional race teams or drivers. While the level of exposure can’t match that of Formula One or IndyCar, the budgets are also significantly lower. National motorsports series in this country include the Canadian National Superbike Championship, NASCAR Pinty’s Series, Nissan Sentra Cup, Sports Car Championship Canada presented by Michelin and the Porsche GT3 Cup Canada. Some of these series have strong media coverage, including TV highlights packages aired on TSN/RDS. If you’re an owner/operator looking to just test out the idea of sponsoring a driver or rider, there’s also plenty of regional racing taking place across the country. If you’re located near an oval race track, you should definitely check out the action on any given Saturday night. Here’s what you’ll find: a stack of hungry drivers looking to climb the ladder to NASCAR and a group of completely engaged fans, many of them bearing the logos of their favourite drivers.

According to leading analytics firm Performance Research: “NASCAR fans provide one of the highest levels of brand loyalty and sponsorship support of any one of the hundred or so sports and special events we’ve tested.” In addition, 71% of the NASCAR audience reported that they “almost always” or “frequently” choose a product involved in NASCAR over one that is not, simply because of the sponsorship.

While a regional oval track race is not a NASCAR race, the fan base is very similar. So there’s a loyal set of customers out there ready to be courted; show support for their favourite driver and you could be surprised by the results. There are many ways a motorsport sponsorship package could play out, including everything from in-store promotions to driver appearances to trackside hospitality. But the key to any sponsorship deal, according to Zak Brown, is to track your return on investment (ROI)—and to make you’re getting your money’s worth. OCTANE

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STATE CHARGE of

Checking the pulse of Canada’s EV charging networks

BY M A R K H ACK I NG

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Things are moving at lightning speed in the electric vehicle (EV) space. With each new passing day, we hear about legislative changes around the world, new investment funds engineered to spur development, new models, and the latest advancements in battery technology and charging infrastructure. In fact, there are so many headlines devoted to EVs, it’s difficult to separate the hype from the cold hard fact.

might look like in the future. Five years, maybe—further off into the distance, unlikely.

So here’s a quick rundown of where things stand with respect to EV charging stations in Canada. This information is drawn from Electric Autonomy Canada, one of the country’s leading sources of information on all things electrified, and from Natural Resources Canada (NRCan). With many owner/operators thinking about making the investment or increasing their investment in charging stations, it’s interesting to look at the landscape in its entirety to gauge the pace of change.

In their research, Electric Autonomy Canada discovered that the year 2021 was the fastest ever for EV charger growth across the country. This may not be surprising given how EVs are becoming more mainstream all the time, but the rate of growth was still an eye-opener. Last year alone, there was a 39% increase in DC fast-charger installation and an 18% increase across all charger types.

By the end of December 2021, according to NRCan data, there were 15,723 chargers across Canada, an increase of 2,493 from a year earlier, The final tally for charging stations came in at 6,723 or an increase of 707 compared to the end of 2020. The total number of DC fast chargers soared to 3,138, an increase of 38.6% over the year prior. Currently, of the 6,723 stations in Canada, 1,237 offer DC fast-charging and the remaining 5,486 have Level 2 charging.

With the federal government vowing to add 50,000 new EV chargers and hydrogen stations to the charging infrastructure by 2026, what seems certain is that the rate of expansion will only increase.

The professionals in the refuelling station business don’t have the luxury of listening to hype; there’s too much at stake. In an industry like this, the traditional five-year business plan may not be fast enough, flexible enough or, the truth be told, good enough to capture what transportation

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The idea of installing an EV charger or more chargers is a decision that requires a good amount of calculus

Here’s a quick snapshot of the national scene here in Canada. There are eight national charging networks in place; these are operated by ChargePoint, EcoCharge, Electrify Canada, FLO, Greenlots, Petro-Canada, SWTCH Energy and Tesla.

The largest network by some stretch is FLO, run

by Quebec company AddÉnergie. They have a total of 4,596 chargers in 1,935 stations—and those stations are situated in all 10 provinces and the Yukon.

The network’s footprint increased at a furious rate in 2021: FLO added a total of 1,337 chargers last year alone. The company also offers a turnkey charging station solution to businesses.

The next largest charging networks are run by ChargePoint and Tesla.

The former has 2,252 chargers at 1,294 stations and has a presence in all 10 provinces. ChargePoint added a total of 640 chargers to its network in 2021, an increase of close to 40% in one year alone. The California-based company has also formed strategic partnerships with both Mercedes-Benz and Volvo, which includes roaming agreements that cover all of North America.

For its part, Tesla continues to be a strong presence in the Canadian market, but it’s rapidly losing market share compared to the other charging networks.

While the Supercharger network includes 3,002 chargers spread out across 710 stations, it doesn’t have a presence in the three territories, or in Newfoundland and Labrador. Tesla reportedly plans to install just 18 new chargers in Canada in 2022.

Another charging network with a decent footprint is SWTCH Energy. The company from Toronto added a total of 828 chargers to its network in 2021, a massive increase of over 152% compared to the previous year. The SWTCH Energy network now comprises 1,370 chargers in 1,361 stations, but most are located in British Columbia and Ontario. The company also offers charging stations for private homes and businesses.

The remaining four national networks all have a fairly modest presence to date.

Launched in 2020 together with environmental organization Earth Day Canada, EcoCharge has plans to place 100 DC fast-chargers at IGA supermarkets across New Brunswick and Quebec. By the end of

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2021, the EcoCharge network had 36 fast-chargers and 18 stations up and running.

A subsidiary of the Volkswagen Group, Electrify Canada has charging stations in Alberta, British Columbia, Ontario and Quebec—and has plans to expand to all the remaining provinces, except Newfoundland and Labrador, by 2025. The company also aims to add 100 charging stations and 500 DC fast-chargers to its network by 2026.

Certain new models in the VW Group family, such as the Porsche Taycan and Volkswagen ID.4, receive complimentary charging across the Electrify Canada network.

In 2019, Petro-Canada placed 100 DC fast-chargers along the Trans-Canada Highway from Halifax to Vancouver.

With a charging station positioned every 250 kilometres, this move immediately enabled EV drivers to cross Canada, albeit with a little bit of strategic planning. Since then, though, the network has only grown to encompass a total of 119 chargers as of the end of 2021.

A part of the Shell Group since 2019, Greenlots has a network with 47 total chargers spread across 25 stations.

Now rebranded as Shell Recharge Solutions, the company has formed a partnership with Uber Canada to place three DC fast-chargers in Vancouver for the exclusive use of people using the Uber app.

In addition to these eight national charging networks, there are other companies making waves on a provincial and/or regional level. These networks include the Electric Circuit (le Circuit électrique) in Québec, BC Hydro EV, Accelerate Kootenays (also in British Columbia), the Ivy Charging Network (a joint venture between Hydro One and Ontario Power Generation), the eCharge Network (operated by New Brunswick Power), Co-op Connect (charging along in Alberta, Saskatchewan and Manitoba) and a new network established last year by Newfoundland and Labrador Hydro.

In Québec, which is absolutely becoming a global hotbed for EV adoption, the Electric Circuit (le Circuit électrique) has a network to rival the big national players. The public charging network owned by Hydro-Québec had 3,538 charging stations on the books by the end of 2021. The company’s plans are ambitious: They want to install 4,500 Level 2 in dense urban areas throughout the province by 2028 and an additional 2,500 DC fast-chargers by 2030.

Without a doubt, the world is entering a pivotal time with respect to transportation and refuelling station operators are well-advised to keep track of the changes.

While EVs are still a small percentage of commercial and personal vehicles on our roads, all signs indicate the percentage will grow. In California, for example, EVs now make up 15% of all new vehicle sales—and that’s with an abnormal supply chain landscape.

The idea of installing an EV charger or more chargers is a decision that requires a good amount of calculus. From the NRCan data, we can see that charging networks are spreading across the country and this growth has the potential to lure customers away from traditional locations.

Is holding fast the smart strategic call? OCTANE

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IN THE RACE TO PRODUCE BIOFUELS, CANADA STEPS ON THE GAS

While America increases its flex fuel flex, we’re finally off the sidelines

BY M A R K H ACK I NG

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Also known as a type of biofuel, ethanol is a form of alcohol made from grains such as corn, sugar cane or other forms of biomass.

For over 30 years, the United States federal government has looked to biofuels as a way to improve air quality and support the agricultural industry. That seems like a win-win scenario, so it’s surprising to some observers that Canada has not followed suit.

In America, the move towards blending ethanol with gasoline was spurred by the Clean Air Act Amendments of 1990, which aimed to reduce harmful tailpipe emissions coming from internal combustion engines. Ethanol has a lower carbon-to-hydrogen ratio than gasoline and also boosts engine efficiency, so it produces less CO2 when burned.

Most gasoline now sold in America contains at least 10% ethanol—specifically, more than 98% of pump fuel sold in the United States contains up to 10% ethanol. This blend, called E10, was introduced in the wake of the 1990 legislation to help boost octane and meet air quality requirements. All internal combustion engine passenger vehicles of any age—as well as all motorcycles, boats and lawn mowers—can safely run on E10 fuel.

Here in Canada, the federal Clean Fuel Regulations are engineered to increase demand for biofuels, including those derived from such crops as canola. As has been the case south of the border, this move has the potential to bring increased opportunity to the agricultural sector while supporting the clean energy economy.

The Regulations aim to gradually reduce the carbon footprint of fuels produced for use in this country. Six of our provinces have set standards for the biofuel ratio in pump gasoline, but they’re far below what is common practice right now across America.

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There’s another fuel blend to consider, E15, which consists of between 10.5 to 15% ethanol blended with gasoline. In 2011, the Environmental Protection Agency (EPA) approved E15 for use in light-duty vehicles from the model year 2001 or newer.

As a result of all this legislation in America, ethanol has become a significant part of the economy in many of their midwestern states. Ethanol consumes more than 40% of the country’s corn supply; ethanol and other biofuel production plants create jobs in rural areas that have struggled over the past few decades.

Here’s another thing about ethanol that’s somewhat foreign to Canada: E85 fuel.

Also known as flex fuel, E85 is a blend of ethanol and gasoline with higher percentages of the cleanerburning biofuel in the mix. Depending on where you are in America and what time of year it is, the ethanolgasoline blend will consist of anywhere from 51 to 83% ethanol and the rest gasoline.

Generally speaking, the percentage of ethanol will increase in summer months because its properties don’t make it especially suitable for cold-weather start-ups. Also, as noted earlier, E85 is more readily available in states with a tradition of growing corn for livestock feed.

There are more than 3,900 E85 refuelling stations in 42 different states pumping the stuff out to an estimated 21,000,000 flex-fuel vehicles (FFVs) across America.

Only flex-fuel vehicles can run on E85 gas. These vehicles have upgraded fuel systems and engine components that can handle running on everything from E15 to E85 without missing a beat; the engine control unit (ECU) in an FFV automatically analyses the make-up of the fuel in the tank and adjusts engine settings accordingly.

If you put an E85 blend into a non-FFV, you can get away with it once or twice. But E85 has a corrosive effect on fuel system components, aluminum, magnesium and rubber, so don’t make a practice of it. You’ll soon have to replace fuel hoses, gaskets, pumps and seals, and may do irreparable damage to your engine.

Flex-fuel vehicles have been offered since the 1990s and there are currently about 30 for sale in America, including some that have been sold here in Canada. Most of them are work vehicles, either pick up trucks like the GMC Sierra or vans like the Ford Transit Connect. There’s one notable exception: the Ford Explorer AWD FFV, which combines all-road versatility with flex-fuel compatibility.

For the environmentally conscious driver out there, an ethanol-gasoline blend fuel does produce fewer harmful tailpipe emissions. This may be the only laboratory-tested advantage of ethanol-based fuels that

doesn’t change depending on the weather, the time of year or the type of vehicle.

On the other hand, ethanol has a lower energy density than gasoline, so it’s effectively less fuel efficient—you need more ethanol to travel the same distance. On the other hand (again), ethanol has a higher octane rating than gasoline, so it helps engines produce more torque, particularly turbocharged engines. On the other hand (yet again), the price of ethanol varies depending on where you fill up.

There’s much to be debated when it comes to our dependency on any type of fuel, including biofuel. But it’s clear that our society requires solutions in the short- and medium-term as we transition to a carbon neutral scenario. An increasing focus on biofuels could be one of the answers. OCTANE

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SHOW TIME !

CARL WIENS

ANNOUNCING THE RETURN OF THE BIGGEST TRADE EVENT IN THE BUSINESS The Convenience U CARWACS Show is back and it’s set to be the most important trade event in years. Held off the in-person event calendar since the last show concluded in March 2020, this is the one date that professionals in the convenience, gas and car wash industries cannot afford to miss. Without a doubt, the Toronto Congress Centre from September 13-14 will be the place for learning, networking and deal-making.

This year, The Convenience U CARWACS Show will reflect the shifting marketplace—one that appears to be shifting faster than ever. The post-pandemic landscape is more uncertain than anyone could have ever predicted

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and industry professionals are feeling pressure like never before. There are continuing enhanced cleaning and health standards, supply chain issues, staffing issues and changing customer expectations.

Amid all these unexpected pressures, there’s the need to remain competitive in what is an inherently competitive business.

At the show, attendees will gain key insight into how to deal with these various pressures and strengthen your business in the process. The learning gained here will better position you to manage challenges now and capitalize on even tougher circumstances down the road.

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AGENDA - DAY 1 T U E S D AY, S E P T E M B E R 1 3 , 2 0 2 2

9:00 am - 10:00 am

10:00 am - 10:05 am

OPENING CONFERENCE Breakfast

Welcome & Opening Remarks

From technology to consumer behaviours to business best practices, the world is changing more quickly than ever before. In turn, the convenience, gas and car wash sectors are responding to these challenges and opportunities with an accelerated wave of adaptation and innovation. Whether you operate an SME or you’re helping steer a multinational, we know you’re looking for valuable information, deep consumer insights and strategies to shape your business decisions and chart success in a post-pandemic world.

Join us for this valuable, timely and highly engaging event where, together, we’ll explore the latest in technology, Canadian consumer values and evolving trends designed to future-proof your business.

10:05 am - 11:00 am

Industry Keynote: I LOVE MONDAYS with George Anastasopoulos

11:00 am - 12:00 pm

Session: C-store IQ - New Era, New Opportunities with Beth Brickel

12:00 pm - 1:00 pm

I Love Mondays: “Finding good people is hard. Keeping them is harder.” Problems faced by all managers are exacerbated in your retail world where labour challenges persist. Money (what you pay per hour, and number of hours you offer) is a challenge, but it’s not the solution. YOU are the solution. When your people say “I love working here and I love working with you!” you’ll experience increased employee engagement, improved retention, better productivity and performance.

Plus, your operation’s reputation as a place people love to work will attract better talent. Join George Anastasopoulos of Leadership Fundamentals to find out how you can help create a workplace where people live, work and play extraordinarily well together so that everyone wins big.

Canadians are emerging from the pandemic with new daily routines, priorities, spending habits and expectations–what do these changes mean for the future success of your business? Join EnsembleIQ VP, research, Beth Brickel, who reveals exclusive data and insights from the C-store IQ National Shopper Study, Canada’s only convenience and gas specific research that delves into the evolving wants, needs and values of your current and future customers, from gen Z through millennial, gen X and boomer. Whether you have one store or 100, understanding this “new c-store shopper” is fundamental to securing your business as an “essential” part of customers’ everyday lives–today and beyond.

Lunch for attendees registered for the conference

TRADE SHOW OPEN 12 - 5 PM

9:00 am - 9:30 am

9:30 am - 12:00 pm

12:00 pm - 1:00 pm 18

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CARWASH EDUCATION PROGRAM Canadian Carwash Association | Breakfast & Networking State of the Car Wash Industry: Interactive Panel Session on the Current Trends in the Industry + Q&A

Join an experienced group of Car Wash Industry Experts in a highly interactive session, as we discuss the current state of the car wash industry. Our panel will be covering areas of growth in the industry, marketing trends, who is entering the market, how to enter the market, the ABC’s, private ownership vs. private equity firms, strong areas for investing, and more! There will be opportunities to discuss with colleagues and with our expert panelists, and to ask any questions you may have.

You will not want to miss this important and interactive discussion on everything you need to know in the Car Wash Industry!

Canadian Carwash Association | Lunch & Networking

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AGENDA - DAY 2 W E D N E S D AY, S E P T E M B E R 1 4 , 2 0 2 2 9:00 am - 10:00 am 10:00 am - 11:00 am

CONVENIENCE EDUCATION PROGRAM

Breakfast for attendees registered for the morning sessions SmartAge Session

The OCSA invites you to attend this very informative session.

Digital Age Testing is coming! Plan to attend to understand the upcoming new digital ID program and how it will affect your business and you.

Sponsored by:

11:00 am - 12:00 pm

EV Charging at C-Store Gas

The fundamentals of electrical vehicle charging solutions for Convenience Store Gas infrastructure. If you are considering how EV Charging might fit with your business and consumer expectations, this workshop is for you.

Sponsored by:

12:00 pm - 1:00 pm

Lunch for attendees registered for the morning sessions

TRADE SHOW OPEN 12 - 5 PM CARWASH EDUCATION PROGRAM 10:30 am - 11:00 am

Canadian Carwash Association | Breakfast & Networking

11:00 am - 12:00 pm

The 411 on the Canadian Carwash Association

Canadian Carwash Association | Lunch & Networking

TK

12:00 pm - 1:00 pm

This session will include a presentation from the Canadian Federation of Independent Business (CFIB), an introduction to CCA’s sampling program, and an interactive Q&A and discussion with Karen Smith and Michael Howe, Board Members of the Canadian Carwash Association.

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LISTINGS

As of publication date 10K Distribution 23 Railside Rd. North York ON M3A 1B2 Canada +1 416-477-3830 www.10kdistribution.com Cell phone accessories distributor

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Abell Pest Control 1028 246 Attwell Dr. Etobicoke ON M9W 5B4 Canada +1 888-560-2056 www.abellpestcontrol.com @AbellPestControl @Abell_Pest Abell is the largest Pest Control Company in Canada. Our footprint allows us to have multiple technicians working 24/7 to ensure protection for your business.

Access Cash Powered

by Perativ 4-191 Attwell Dr. Toronto ON M9W 5Z2 Canada 416-247-0200 www.access-cash.com

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AIR-serv 528 100 Courtland Ave. Concord ON L4K 3T6 Canada +1 800-263-1429 www.air-serv.ca AIR-serv is the industry leader in providing Tire Inflators to the Retail Petroleum Industry throughout Canada. The AIR-serv Total Service Program is a comprehensive program including equipment supplyinstallation-service-reporting.

Albert’s Gas Station Maintenance 228 700 Franklin Blvd.

Cambridge ON N1R 7Z1 Canada +1 519-621-4309 www.alspumps.com Fuel Equipment and Gas Station experts AM Shelving Inc. 18 Progress Ave. Toronto ON M1P 2Y4 Canada +1 905-782-6777 www.amshelving.ca

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American Licorice Company 702 1914 Happiness Way LaPorte Indiana 46350 USA +1 219-324-1400 www.americanlicorice.com www.facebook.com/RedVines @redvines The American Licorice® Company is one of the original licorice manufacturers in the United States and one of the oldest candy companies in the industry.

Bard Valley Natural Delights 729 2515 South Ave. 2 1/2 E, Suite 1 Yuma Arizona 85365 USA +1 416-432-0843 www.naturaldelights.com We are the Largest Producer and Distributor of Medjool Dates in North America Better Food Concepts 1105 111 Zenway Blvd, Unit 14 Woodbridge ON L4H 3H9 Canada +1 905-405-1441 www.betterfoodconcepts.ca Industry leader in high quality hand helds & grab and go offerings.

Beverage World Inc. 1101 590 South Service Rd. Stoney Creek ON L8E 2W1 Canada +1 905-643-7713 www.beverageworld.ca Beverage World’s focus is to satisfy customer needs by providing current differentiated niche and established beverages. Our Commitment to you is to build brand awareness through premium customer service and competitive pricing.

BGIS Energy & 510 Facility Solutions 432 MacNab St. Dundas ON L9H 2L3 Canada www.bgis.com Retail petroleum and convenience store repair and maintenance services.

Big Chief Meat Snacks Inc. 901 3900 52 Ave. NE Calgary AB T3J 3X4 Canada +1 403-264-2641 www.bigchiefmeatsnacks.com www.facebook.com/bigchiefmeatsnacks @BigChiefBeef Big Chief Meat Snacks is a family owned and operated Canadian company for 51 years. Our beef snacks are made with 100% Canadian beef.

ENCORE® 700 S:

TIME TESTED. FUTURE APPROVED.

The Encore® 700 S gives you the flexibility to stay ahead of customer expectations and the competition - today and tomorrow. Gilbarco’s Applause Marketing & Bulloch’s BT-9000 Point of Sale System drives more loyalty rewards, merchandise sales, great deals and happy customers.

Applause Media System MEET THE BT-9000

This flexible system combines the most features and lowest cost base of any comparable controller in use today.

BT-9000 Features: Fully functional In-Pump EMV Simplicity & Stability Loyalty Program Experts Choose your Back Office Vendor

info@nee.ca VANCOUVER 778.588.7635

NANAIMO 250.753.4188

EDMONTON 780.468.4454

CALGARY 403.735.1103

SASKATOON 306.665.0223

REGINA 306.721.1030

BPC Grab & Go Snacks Canada Limited Mississauga ON L5A 4K4 Canada 437-245-3135 www.grabandgosnacks.ca

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Brigham Enterprises Inc 628 288 Judson St., Unit 1 Toronto ON M8Z 5T6 Canada +1 416-762-7278 www.brighampipes.com Brigham Enterprises is the exclusive Canadian distributor of leading national specialty tobacco brands such as Backwoods, Bullseye Classic Little Cigars, Phillies and Gizeh Rolling Papers.

PROMOTE. SELL. EXCITE.

• • • •

Blast-Off Fireworks 1001 Box 407 Selkirk Manitoba R1A 2B3 Canada +1 204-785-8002 www.blastofffireworks.ca www.facebook.com/blastofffwks @blastofffwks Launch your profits with our “100% guaranteed sale” fireworks program.

High margins, better packaging, no risk, and unparalleled service!

WINNIPEG 204.632.0043

MISSISSAUGA

MONTREAL

905.670.8863

514.355.2366

Brokerhouse Dist. Inc./ Vending 1115 Products of Canada 108 Woodbine Downs Blvd.

Toronto ON M9W 5S6 Canada +1 416-798-3537 www.brokerhousedist.com We are a national vending, commercial coffee equipment and wholesale product supplier!

Bulloch Technologies 409 6305 Northam Dr, Unit #5 Mississauga ON L4V 1W9 Canada +1 905-678-5258 www.bullochtech.com When dependability counts! For more than 25 years, we have been a leader in the petroleum point-of-sale market. From one to a thousand sites, we can meet your needs.

Canadian Carwash Association 202 411 Richmond St. E, Suite #200 Toronto ON M5A 3S5 Canada www.canadiancarwash.ca www.facebook.com/ groups/583276038940728 @canadiancarwash The Canadian Car wash Association is dedicated to sharing knowledge and best practices, as well as promoting the benefits of professional car washing in Canada.

Canchina Tobacco Inc. Unit 5 - 9033 Leslie St. Richmond Hill ON L4C 2A8 Canada 416-841-7839 www.mcmychoice.com

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Canco Petroleum Ltd. #200 125 Highway 33 E Kelowna BC V1X 2A1 Canada 236-420-0688 www.cancopetroleum.ca

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Citadel Paint & Coatings 328 164 Cumberland St, Old Toronto Toronto ON M5R 1A8 Canada +1 844-701-2628 www.citadelpc.co Citadel offers premium protective coating products and services.

Conagra Brands Canada 927 5055 Satellite Dr. Mississauga ON L4W 5K7 Canada +1 416-679-4200 www.conagrabrands.ca Conagra Brands has a rich heritage of making great food through modernizing iconic brands and leveraging fresh opportunities for our customers through brands including Slim Jim & BiGs. Cottage Country by Scholtens 827 Candy Inc. 279 Sumach Dr. Burlington ON L7T 0B5 Canada +1 905-631-2999 www.cottagecountrycandies.com Cottage Country is Canada’s premium brand for the widest assortment of candies, nuts, and trail mixes, all in one convenience program!

SHOW LISTINGS Country Style MR.SUB 501 Divisions of MTY Franchising Inc. 2 East Beaver Creek Rd. - Building One Richmond Hill ON L4B 2N3 Canada +1 416-407-2094 www.mtygroup.com Country Style MR.SUB Express, legacy brands leading the way with a variety of hot beverage and food service options for petroleum and convenience store owners.

Covered Bridge Potato Chips 828 35 Alwright Crt. Waterville Carleton Co New Brunswick E7P 0A5 Canada +1 506-375-2447 www.coveredbridgechips.com www.facebook.com/coveredbridgechips @CBchips We’re a vertically integrated 4th-generation family potato farm & food manufacturer. We produce dark russet potato chips, kettle cooked popcorn & Lela’s Chickpea chips.

Creative POS 4-104, 2600 Skymark Ave. Mississauga ON L4W 5B2 Canada +1 416-894-0446 www.creativepos.ca

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CTC 1008 6305 Midway Rd. Summerstown ON K0C 2E0 Canada +1 613-931-3131 www.centuryt.com CTC is Canada’s largest independent and fastest growing cigarette manufacturer. We offer premium blends at exceptional prices.

Visit us to become a premier customer!

Dare Foods Ltd. 812 25 Cherry Blossom Rd. Cambridge ON N3H 4R7 Canada +1 800-668-3273 www.darefoods.com Dare Foods is a national, key supplier of fine breads, croutons, cookies, candies and crackers to the Foodservice & C&G market in both bulk and convenience packs.

CTM Design Services Ltd. 504 225, 340 Midpark Way SE Calgary AB T2X 1P1 Canada +1 403-640-0990 www.ctmdesign.ca @CTMDesignServ CTM works with both independent owner/ operators and corporate clients to create inviting, efficient, superbly designed, productive and profitable environments that elevate the brand experience.

DAS Companies Inc. 620 724 Lawn Rd. Palmyra PA 17078 USA +1 855-542-6264 www.dasinc.com DAS designs, imports, and distributes truck & auto supplies, travel gear, and mobile electronics offering safety, convenience, comfort and connectedness to on-the-go consumers.

Danial’s Distribution Inc. 7-2370 Meadowvale Blvd Mississauga, ON L5N 0H1 905-858-0330 www.danialsdistribution.com @danialsdist

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Dover Fueling Solutions 301 40 Sharp Rd. Brighton ON K0K 1H0 Canada +1 613-475-3313 www.DoverFuelingSolutions.com www.facebook.com/doverfuelingsolutions/ @DoverFS DFS comprises the product brands of Wayne Fueling Systems, OPW FMS, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL and AvaLAN. DFS has a significant global presence.

Easy Building Products 73000 Airport Line Hensall ON N0M 1S1 Canada 519-263-3107 www.easybuildingproducts.ca

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EcoTank Canada 529 685 Riddell Rd. Unit 4 Orangeville ON L9W 4Z5 Canada +1 226-916-5363 www.ecotankcanada.com/ www.facebook.com/ecotankna/ EcoTank is an innovative, convenient and environmentally friendly solution for refilling windshield washer fluid reservoirs.

Epicton Ltd. / 78Trading 909 534 McNicoll Ave, North York ON M2H 2E1 Canada +1 437-777-7878 www.epicton.com The Premier Wholesaler For Convenience Stores and Head Shops and Smoking Accessories Retailers In Toronto.

Eurovac 421 44 Milvan Dr. North York ON M9L 1Z3 Canada +1 416-744-4276 www.eurovac.com Eurovac is a manufacturer of car wash vacuums, arches, canopies & detailing equipment.

Exacta 101 4631 Manitoba Rd. SE Calgary AB T2G 4B9 Canada +1 800-492-4226 www.exacta.com Manufacturer of Car Wash Control Systems and Kiosks Exponent Energy 823 PO Box 67063 London ON N6G 0N5 Canada +1 519-365-1453 www.drinkexponent.com www.facebook.com/drinkexponent Exponent Energy - A Canadian-based company that’s designed the best tasting plant-based energy drink on the market, without artificial flavours or sweeteners.

GRAY JAY SERVICES INC. 324 Po Box 7 Eckville AB T0M 0X0 Canada +1 587-447-5753 www.grayjay.ca We repair washed out CAT car wash manifolds.

All 9 ports are machined out and replaced with stainless steel.

f’real foods 700 2100 Powell St. Suite 700 Emeryville CA 94608 USA +1 800-483-3218 www.business.freal.com @therealfreal Established in 1998, f’real foods designs, sells and markets blended frozen beverages in more than 20,000 locations across the U.S. and Canada.

Great Canadian Meat Company 816 1390 Hopkins St. Whitby ON L1N 2C3 Canada +1 905-666-9395 www.greatcanadianmeat.com www.facebook.com/greatcanadianmeat We are Canada’s Premier Meat Snack Company that produces tasty, 365-day shelf-stable meat snacks using the finest Canadian ingredients

Fiber Glass Systems 227 500 Conroe Park West Dr. Conroe Texas 77303 USA +1 936-777-6910 www.nov.com/fgs Our UL-listed fiberglass-reinforced plastic products including tanks, piping, sumps, and risers provide a comprehensive underground corrosion-free solution to safely store and transfer petroleum products.

Grenade 929 1445 Norjohn Crt. Unit #3 Burlington ON L7L 0E6 Canada +1 905-633-7527 www.grenade.com www.grenadeofficial @grenadeofficial Grenade® is available in over 80 countries, with a multi award-winning product range, including our best-selling Carb Killa® protein bars.

Findoor Industrial Inc. Site 8, Box 12 RR 1 Westerose AB T0C 2V0 Canada +1 403-680-5667 www.findoor.ca

GURU Energy 7236 Waverly Suite 602 Montreal QC H2R 0C2 Canada +1 514-299-2779 www.guruenergy.com/en-ca Organic energy drinks crafted with plant-based ingredients.

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First China Tobacco 801 Company Ltd. 55 West Beaver Creek Rd, Unit 53 Richmond Hill On L4B 1K5 Canada +1 905-762-8838 www.tobaccochinese.com Importer and wholesaler of tobacco products.

Food Service Solutions 1023 1-430 Industrial Dr. Milton ON L9T 5A6 Canada +1 905-363-0309 www.foodservicesolutions.ca Food Service Solutions is a national importer and distributor of innovative commercial food service equipment, comprised of a team of Executive Chef Consultants across Canada.

Franklin Fueling Systems 3760 Marsh Rd. Madison WI 53718 USA +1 608-838-5791 www.franklinfueling.com

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Gorrie RCP 521 14 Leswyn Rd. North York ON M6A 1K2 Canada +1 416-476-1890 www.gorriercp.com Gorrie RCP provided forecourt merchandising displays, waste and recycling receptacles, as well as other fixtures to gas & convenience industry.

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Hamilton Manufacturing 320 1026 Hamilton Dr. Holland OH 43528 USA +1 419-867-4858 www.hamiltonmfg.com www.facebook.com/Hamilton-Manufacturing -103472252397441 @hamiltonmfgcorp Hamilton has been a leader in unattended payment/entry systems for over 100 years.

We specialize in kiosks and software solutions for the car wash industry.

HBI Canada 629 520 E Kent Ave. South Vancouver BC V5X 4V6 Canada +1 604-261-0207 www.hbicanada.com HBI Canada is the leader in the very best RYO (Roll-Your-Own) and MYO (Make-Your-Own) products in the industry!

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Hi-Sharp Products Inc. 405 69 Baywood Rd. Unit 1 Etobicoke ON M9V 3Y8 Canada +1 647-221-8340 www.hisharpproducts.com Petroleum equipment distributor, Tanks, Wayne, Gilbarco, OPW nozzles.

Horse & Buggy Brands 600 120 Turnbull Crt. Units K,L,M Cambridge ON N1T 1H9 Canada +1 519-620-8572 www.horseandbuggybrands.com @Horse_And_Buggy “Slow Down and Treat Yourself” Life Is Fast, Treat Yourself To Ontario Made, FRESH ROASTED Peanuts. 21 Flavours. Packaged Candy, Golden Bonbon Jube Nougat Bars, House Of Horvath/Wild Green 726 Canada 71 Ossington Ave. Toronto ON M6J 2Z2 Canada +1 416-732-0264 www.hofhcanada.com www.facebook.com/HofHCanada We are ‘Canada’s Cigar Company’.

Manufacturers and distributors of fine tobacco products since 1977. Now also cannabis accessory distributors.

Icon Containment Solutions 2043 W 2425 S, Suite A Woods Cross UT 84087 USA +1 855-379-7867 www.icontainment.com

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Infin8 Brands Inc. 1108 500 Esna Park Dr, Unit 5 Markham On L3r 1h5 Canada +1 905-604-4066 www.infin8brands.com We are importers & distributors of confectionary product lines. Our products are allergen free, non-GMO, gluten free.

Infyniti Scales 120 Brunel Road Mississauga ON L4Z 1T5 Canada +1 905-568-1823 www.infynitiscales.com

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Infonet Technology 516 3480 Gilmore Way, Suite 202 Burnaby BC V5G 4Y1 Canada +1 888-925-8125 www.infonet-tech.com www.facebook.com/infonettechcorp @InfonetTech1 Software systems for retail gas & convenience stores. Point Of Sale, BackOffice, Head Office, Transaction processing, pay at the pump, fuel management, unattended fuelling.

Innotech Nutrition 104 Durand Road Winnipeg MB R2J 3T2 Canada +1 204-663-6333 www.innotechnutrition.com @InnotechNutriti

802

Innovative Control Systems 304 81 Highland Ave. Bethlehem PA 18017 USA +1 610-881-8000 www.icscarwashsystems.com www.facebook.com/ InnovativeControlSystems ICS exists to be the champion of car wash owners. Our team is universally dedicated to helping car wash owners redefine the complete customer experience.

ISTOBAL 127 1045 Page St. Bristol VA 24201 USA +1 800-336-8795 www.istobal.com/usa ISTOBAL is a leader in the car and truck wash sectors. It has 10 subsidiaries and four manufacturing facilities in Europe, the Americas and Asia.

JBS Industries 2550 Henkle Dr. Lebanon OH 45036 USA +1 513-228-2800 www.jbsindustries.com Chemical manufacturer.

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JTI-Macdonald Corp.

613 1 Robert Speck Parkway, Suite 1601 Mississauga ON L4Z 0A2 Canada +1 800-363-0490 www.jti.com JTI-Macdonald Corp. is a part of JTI (Japan Tobacco International), a leading international tobacco company. Primary brands in Canada include Export A, Macdonald, LD, Camel, Winston and American Spirit.

Juul Labs Canada Ltd. 728 600-317 Adelaide St. W Toronto ON M5V 1P9 Canada www.juullabs.com Juul Labs Canada Ltd.’s mission is to transition the millions of Canadian adults smokers away from combustible cigarettes, eliminate their use, and combat underage usage of our products.

Klickship Inc. 512 9290 Boul Des Sciences Montreal QC H1J 3A9 Canada +1 514-865-4727 www.klickship.ca Klickship Kiosks to ship documents and parcels all over the world.

Kretek International 985 Westport Cresent Mississauga ON L5T 1B8 Canada +1 416-948-5909 www.kretek.ca

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Krown Rust Control 415 35 Magnum Dr. Schomberg ON L0G 1T0 Canada +1 905-939-8750 www.krown.com Canada’s #1 rust protection for vehicles, trucks, fleets and more.

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SHOW LISTINGS Lorbo Distribution 470 rue Bourque Repentigny QC J5Z 5A2 Canada 579-368-4020 www.lorbodistribution.com

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M8TE 1069 boul L’ange-Gardien Nord L’Assomption QC J5W 1N7 Canada 204-798-0035

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M&M Food Market 2240 Argentia Rd. Mississauga ON L5N 2K7 Canada +1 437-213-4478 www.mmfoodmarket.com

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Mark VII Equipment Inc. 309 1-623 South Service Rd. Grimsby ON L3M 4E8 Canada +1 866-658-9274 www.markvii.net www.facebook.com/MarkVIIEquipment @EquipmentVii We’re your partner for every aspect of your business including state-of-the-art car wash equipment, chemicals, ancillary products, site planning and marketing support.

Mars Wrigley 807 37 Holland Dr. Bolton ON L7E 5S4 Canada +1 905-857-5700 www.can.mars.com/en Mars Wrigley @MarsGlobal The world’s leading manufacturer of chocolate, chewing gum, mints and fruity confections.

Marsham Natural Food Brokers 1000 35 Romina Dr. Concord ON L4K 4V9 Canada +1 403-589-0397 www.marsham.ca At Marsham, we represent power brands like Clif Bar, Kettle Chips, Blue Diamond Almonds, That’s it Fruit Bar, Noble Jerky, Purplesful Popcorn and Two Bears Oat Milk Lattes.

McCowan Design & 607 Manufacturing 1760 Birchmount Rd. Toronto ON M1P 2H7 Canada +1 416-291-7111 www.McCowan.ca We are experts in complete modular store fixture solutions for specialty retailers including Convenience & Gas Bar, Pharmacy, Food Service & others.

Ml Petro Group 122 4330-116th Ave. S.E. Calgary AB T2Z 3Z9 Canada +1 403-266-5558 www.mipetrogroup.com Ml Petro Group is your one stop shop to upgrade or build a new gas station and C-store. We provide the teams you need!

Minus Forty/QBD 30 Armstrong Ave Georgetown ON L7G 4R9 Canada 905-702-1441 www.minusforty.com

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Mondelēz International, Inc. 621 277 Gladstone Ave. Toronto ON M6J 3L9 Canada +1 855-535-5666 www.mondelezinternational.com www.facebook.com/mondelezinternational @MDLZ Mondelēz International, Inc. empowers people to snack right. Mondelēz is leading the future of snacking with brands such as Oreo, Cadbury and Sour Patch Kids.

MONEXgroup 524 5075 Yonge St., Unit 301 Toronto ON M2N 6C6 Canada +1 416-916-0484 www.monexgroup.com Join the thousands of business owners who have made the switch to MONEXgroup, your trusted payment processing partner.

Murray Market National 703 6415 64th St. Delta BC V4K 4E2 Canada +1 604-952-6025 www.murraymarketnational.com Murray Market National is your one-stop-shop for sales and distribution services in Canada.

We partner with CPG companies getting their products onto retailer’s shelves and into consumer’s hands.

Mystical Distributing 604 6 Foster Stearns Rd. Trenton ON K8V 5R5 Canada +1 800-856-7556 www.mysticaldistributing.com Canada’s largest importer of family fireworks.

National Carwash Solutions 1500 Se 37th St Grimes IA 50111 USA 1-833-NCS-WASH www.ncswash.com

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National Energy Equipment Inc. 327 1850 Derry Rd. E Mississauga ON L5S 1Y6 Canada www.nee.ca www.facebook.com/NEEIOnline @neeionline National Energy Equipment, Inc. is the largest distributor of energy-related equipment in Canada, providing service from Vancouver Island to Newfoundland.

National Smokeless 602 Tobacco Company 16720 Trans-Canada Highway Kirkland QC H9H 5M3 Canada +1 800-361-6041 www.nstco.ca 2022 celebrates 200 years of Copenhagen.

NSTC distributes the two top-selling brands of smokeless tobacco in Canada Copenhagen and Skoal.

Nayax 315 11350 McCormick Rd., Exec Plaza 1, Suite 1004 Hunt Valley Maryland 21031 USA +1 410-666-3800 www.nayax.com nayaxvending @NayaxGlobal Nayax enables complete cashless payments with telemetry, management suite and consumer engagement. Enable EMV chip card transactions so no chargebacks.

Multi-pricing to increase revenue.

NCS Canada Mondo 432 695 Westney Rd. S. Unit #1 Ajax ON L1S 6M9 Canada +1 905-426-9339 www.ncswash.com Mondo has been a leading edge car wash chemical manufacturer since 1970. In conjunction with our chemicals, Mondo supplies a complete line of car wash equipment.

NCS Vehicle Care/ NCS Pure Clean 533 695 Westney Rd. S. Unit #1 Ajax ON L1S 6M9 Canada +1 905-426-9339 www.ncswash.com Advanced chemical solutions dedicated to helping you drive more revenue and a combination of PurClean water recovery systems.

Nestle Canada Inc. 921 9050 Airport Rd., Suite 101 Brampton ON L6S 6G9 Canada +1 905-291-2037 www.nestle.com At Nestle, we unlock the power of food to enhance quality of life for everyone, today and for generations to come.

Norbec 608 97 rue de Vaudreuil Boucherville QC J4B 1K7 Canada +1 450-881-1472 www.norbec.com North American leader in manufacturing both prefabricated walk-in coolers & freezers and doors as well as architectural insulated metal panels for building envelope.

North Shore 906 Tobacco Canada Inc. PO Box 458 - 124 Norfolk St. N Simcoe ON N3Y 3N8 Canada +1 519-428-3332 northshoretobacco.com Times have been extremely difficult with packaging changes, tobacco tax increases, supply limitation. With your drive to continue and your belief we will all get through it together. New products coming soon!

Novyc International 417 2294 Chemin St. François Dorval QC H9P 1K2 Canada +1 514-683-0300 www.novyc.com Specialist since 1985 in the design and manufacture of Electronic Price Signs for the retail Petroleum Industry.

Now Prepay 701 365 Evans Ave. Toronto ON M8Z 1K2 Canada +1 800-253-2111 www.nowprepay.ca @paymentsourceca Providing you more than just a gift card program, we offer the most competitive prepaid solutions to more than 15,000 retailers across Canada.

Nuform Building Technologies Inc.425 100 Galcat Dr., Unit 2 Woodbridge ON L4L 0B9 Canada +1 905-652-0001 www.nuformdirect.com www.facebook.com/nuformdirect @NUFORMDIRECT NUFORM specializes in a line of revolutionary building systems; CONFORM, RELINE and RENU wall forming and lining systems.

Ontario Convenience Store 926 Association #217 - 466 Speers Rd. Oakville ON L6K 3W9 Canada +1 905-845-9152 www.OntarioCStores.ca ontarioconveniencestoresassociation @ontariocstores Lobbying on behalf of independent retailers.

Ontario Lottery & Gaming Corp. 713 400-4120 Yonge St. Toronto ON M2P 2B8 Canada +1 800-387-0098 www.olg.ca OLG is responsible for the province’s lotteries, charity and Aboriginal casinos, commercial casinos, and slot machines at horse-racing tracks.

SHOW LISTINGS

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P.D. McLaren Limited 110 Scotia Crt. Whitby ON L1N 8Y7 Canada +1 905-424-0723 www.pdmclaren.com

106

Pacific Smoke International Inc. 1016 2930 14th Ave. Markham ON L3R 5Z8 Canada +1 647-557-3308 www.pacificsmoke.com Canadian specialty wholesale distributor that focuses on supplying and distributing the best disposables, closed-pod systems, vape devices, e-liquids, herbal vaporizers, and accessories.

PDQ Manufacturing 321 1698 Scheuring Rd. DePere WI 54115 USA +1 920-983-8333 www.opwvws.com/brands/pdq.html www.facebook.com/PDQManufacturing Helping Make Car Wash Operators Successful Since 1984, Car Wash operators have long recognized the PDQ brand as synonymous with In-Bay Automatic success.

PECO Car Wash Systems 205 244 Rex Blvd.

Auburn Hills MI 48326 USA +1 248-299-5800 www.pecocarwash.com www.facebook.com/PECO-Car-WashSystems-215979898430956/ PECO Car Wash Systems has been a world leader in professional car washing systems for over 50 years, using the highest-quality components in the industry.

JUST TAP N GO!

Petro Service Ltd. 204 79 McIlveen Dr. Saint John New Brunswick E2L 4E6 Canada +1 506-651-5049 www.petroservice.com National fueling solutions distributor with a network of highly skilled service and construction technicians.

Postguard/Sureguard 5 Shirley Ave. Kitchener ON N2B 2E6 Canada +1 519-772-1975 www.sureguard.ca Manufacturing and wholesale.

Phoenix Petroleum Ltd. 229 331 Neptune Cres.

London ON N6M 1A9 Canada +1 506-459-6263 www.phoenixpetro.ca Phoenix Petroleum Ltd We are an organization that caters to the downstream petroleum industry. We design, build and manage tank farms, aviation fuelling sites, storage and fuel transfer sites, and service stations.

Piller’s Fine Foods 250 Frobisher Dr. Waterloo ON N2V 2L8 Canada +1 877-232-7772 www.pillers.com

1104

Pizza Pizza 500 Kipling Ave. Etobicoke ON M8Z 5E5 Canada +1 416-967-1111 www.pizzapizza.ca

515

Serving the Canadian Retail Petroleum / Convenience Industry for over 35 Years

520

Pro Line Sports Ltd. 622 14 Water St. Windsor NS BON 2T0 Canada +1 877-407-3001 www.prolinesports.ca Your One Stop Shop For General Merchandise.

Promperu Canada 1021 372 Bay St., Suite 402 Toronto ON M5H 2W9 Canada +1 416-963-5561 www.promperucanada.com @PromperuCanada Your source for healthy and natural food products.

Rapidgaz 241 rue St-Charles Sud Granby QC J2G 7A7 Canada +1 613-791-1801 www.rapidgaz.net 20lb and 1lb exchange program.

We provide over 100,000 service visits annually to our customers

513

Fast & Easy – Enhance customer satisfaction

Safety First Culture

SERVICE | TECHNOLOGY INTEGRITY | ACCOUNTABILITY

800-263-1429 www.air-serv.ca

T LA

ServiceWorks Company

INF

AIR-serv is a

S

PACE Distribution Inc. (Fashion Watches) 3137 Baron Drive Mississauga ON L5M 6V6 Canada +1 416-897-8986 www.fashionwatches.ca

Pagonis Live Bait Ltd. 517 58 Bertal Rd. Toronto ON M6M 4M4 Canada +1 416-534-3531 www.pagonislivebait.com Pagonis Live Bait is a leading distributor in high quality fishing bait. We harvest, package and distribute over 200 million nightcrawlers and red wigglers annually.

IN

TIE

401

G

RI

OPW 9393 Princeton Glendale Rd. Hamilton Ohio 45011-9707 USA +1 513-668-6981 www.opwglobal.com

TIR

ES FOR

CH

A

Rinsed - The Car Wash CRM 281 6th Ave. New York NY 10014 USA www.rinsed.com

111

Rubicon Exotic 800 180 Brodie Dr., Unit 1 Richmond Hill ON L4B 3K8 Canada +1 647-274-3384 www.rubiconexotic.ca Rubicon Exotic is a world-class beverage company that produces exotic juice drinks which taste true to each fruit’s DNA. Rudolph Foods/ Pop Daddy Snacks 1285 W. Broadway, 600 Vancouver BC V6H 3X8 Canada +1 866-779-9850 www.kalcor.ca

1027

Soapy Brushy 11 Sydenham St. Dundas ON L9H 2T5 Canada +1 905-616-6115 www.soapybrushy.com

200

SIR Solutions 508 2700 14th Ave., Suite 3, Marham ON L3R 0J1 Canada +1 844-687-4747 www.sirsolutions.com SIR Solutions is a Canadian leader in pointof-sale software and integrated innovations for more than 25 years.

Smoke Arsenal 1003 290 Carlingview Dr. Etobicoke ON M9W 5G1 Canada +1 888-387-7441 www.smokearsenal.com Smoke Arsenal is Canada’s largest Cash and Carry for Vape and Cannabis accessories. We are the first to offer in-store shopping to our B2B customers. Visit us today!

Sonny’s the Car Wash Factory 201 5870 Hiatus Rd. Tamarac FL 33321 USA +1 800-327-8723 www.sonnysdirect.com www.facebook.com/ SonnysTheCarWashFactory/ @SonnysDirect Sonny’s Car Wash Factory, world’s largest manufacturer of conveyorized car wash equipment, parts & supplies offering the industry’s first & only complete solution.

STLTH Vape 614 60 Minuk Acres Scarbourough ON M1E 4Y6 Canada +1 514-829-0839 www.stlthvape.com STLTH Vape is a Canadian vaping company whose mission is to provide a real alternative to traditional tobacco products for adult smokers.

STM Display Sales Inc 915 2230 Meadowpine Blvd.

Mississauga ON L5N 6H6 Canada +1 905-814-5252 www.stmdisplays.com STM Display Sales is your source for POP Display/Store Fixture needs from steel shelving, slat wall, gondola systems, snap frames, hooks, to custom acrylics.

Sparkle Solutions 526 100 Courtland Ave. Concord ON L7L 4R4 Canada +1 905-660-2282 www.sparklesolutions.ca Sales and service laundry equipment and detergent for car washes.

SRP Canada 601 60 Leek Cres., Unit 2 Richmond Hill ON L4B 1H1 Canada +1 800-387-3323 www.srpcompanies.com SRP Canada is the industry’s go-to designer, manufacturer and distributor of impulse selling products.

STI Conveyor Systems 207 41 Saunders Rd. Barrie ON L4N 9A7 Canada +1 705-728-4868 www.sticonveyor.com We’re dedicated to providing the highest quality, longest-lasting belt conveyors available by utilizing cutting-edge technology and market-leading patented designs.

Syntech Systems, Inc./ FuelMaster 105 100 Four Points Way Tallahassee Florida 32305 USA +1 800-888-9136 www.myfuelmaster.com www.facebook.com/Syntech-SystemsInc-213739935786808/ Syntech designs and manufactures fuel management units providing the hardware and cloud-based software to manage fleets and their access to fuel products in real time.

Tank Traders 522 54 rue Principale, Po Box 190 La Salle MB R0G 0A2 Canada +1 866-553-2131 www.tanktraders.com Tank Traders is the only national propane exchange program in Canada, coast to coast.

TFI Food Equipment Solutions 903 52 Armthorpe Rd. Brampton ON L6T 5M4 Canada +1 800-387-2529 www.tficanada.com TFI Food Equipment Solutions @tficanada Specialty food and hot and frozen beverage equipment designed to help elevate and boost your company’s profitability by providing your customers with The Perfect Serving!

Tommy Car Wash Systems 121 581 Ottawa Ave. Holland MI 49423 USA +1 616-494-0771 www.tommycarwash.com www.facebook.com/tommycarwash @tommycarwash Built on a legacy of cutting-edge design and operations, Tommy Car Wash Systems leads the way in Equipment, Facilities, and Operations.

Tony’s Meats Ltd. 475 Landing Rd. Antigonish NS B2G 2L2 Canada +1 902-870-1158 www.mrdonair.ca Top Star Hitech Ltd. Top Star Hitech Ltd. Calgary AB T1Y 6Z8 Canada +1 403-805-5051 www.shopattsh.com

1012

721

Stop Sending Money Down the Drain

High Efficiency Multi-Tank Softeners � Use 40% - 50% less salt and water* � Simple to install, service and maintain � Continuous soft water at all flow rates � 5-year warranty on valves, tanks and electronics

*compared to conventional softeners

Canature WaterGroup™ is one of North America’s leading manufacturers and distributors of residential and commercial water treatment solutions.

www.canaturewg-cied.com/car-wash-case-study Phoenix, AZ

. Carmel, IN . Pottstown, PA . Regina, SK . Cambridge, ON . Guadalajara, MX

Learn more about high efficiency water softening

SHOW LISTINGS Total Meter Services 226 70 Worcester Rd. Toronto ON M9W 5X2 Canada +1 416-225-5867 www.tmsautomation.com Total Meter Services Inc. is a team of creative professionals dedicated to service excellence and leading edge flow measurement technology.

Transchem Group | 211 Turtle Wax Pro 1225 Franklin Blvd.

Cambridge ON N1R 7E5 Canada +1 519-242-0796 www.transchem.com www.facebook.com/transchemgroup Transchem Group is a 3rd-generation, family-owned business specializing in premium car wash chemistry, equipment and service. Transchem proudly offers the Turtle Wax Pro brand.

Trusscore 216 140 Minto Rd. Palmerston ON N0G 2P0 Canada +1 519-417-1000 www.trusscore.com www.facebook.com/trusscore @trusscore Car and truck wash liner panel solution that’s water-resistant and installs with ease.

Tshirts4Me 505 1601 - 3100 Kirwin Ave. Mississauga ON L5A 3S6 Canada +1 647-236-1116 www.tshirts4me.ca We provide custom imprinted apparel, uniforms and hats plus custom roll-up banners, hanging banners. window graphics and signage hardware and inserts.

Turning Point Brands Canada 3166 Blvd. le Corbusier Laval QC H7L 4S8 Canada www.tpbmarketplace.ca

806

VP Racing Fuels 525 10205 Oasis St. San Antonio Texas 78216 USA +1 210-635-7744 www.vpracingfuels.com @vp_racing_fuels VP gas stations, car washes, fast lubes, and marinas are popping up quickly from coast to coast to better serve our rapidly growing consumer base.

Waleco Inc. 221 5611 McAdam Rd. Mississauga ON L4Z 1N4 Canada +1 905-712-4915 www.waleco.ca Petroleum Equipment Specialists providing fuel dispensers, underground storage tanks, piping, monitoring equipment, and more!

Wash Tech 190 Southgate Dr. Guelph ON N1G 4P5 Canada +1 519-824-5434 www.wash-tech.ca

317

Western Refrigeration & 1107 Beverage Equipment Ltd. 1232 36 Ave. NE Calgary AB T2E 6M8 Canada +1 403-250-9656 www.w-r.ca Canada’s Largest Supplier of Convenience and Food Store Equipment, Since 1946!

Wiz-Tec Computing 414 Technologies Inc. 4501 Manitoba Rd. SE Calgary AB T2G 4B9 Canada +1 403-250-8660 www.wiz-tec.ca Point of Sale and Payment Solutions for Gas Stations, Car Wash, and Cardlock.

Unilever Ice Cream 1100 160 Bloor St. E Toronto ON M4W 3R2 Canada www.unilever.ca Global Tier 1 Consumer Packaged Goods Company. Ice Cream brands include Ben & Jerry’s, Magnum, Klondike and Popsicle.

X-Tron Poles 214 1445 Bonhill Rd., Unit 11 Mississauga ON L5T 1V3 Canada www.xtronpoles.com A Canadian manufacturer of innovative, modular, zero-maintenance lighting poles and a complete line of quality outdoor and energy-efficient lighting products.

Vitali-T Healthy Snacks Inc. 1116 3119, Industrial Blvd.

Laval QC H7L 4P8 Canada +1 438-288-2798 www.vitali-t.ca www.facebook.com/collations.sante VITALI-T offers you the perfect nourishing snacks! A variety of natural individually wrapped oatmeal snacks: vegan, gluten-free, non-GMO, allergen-free. A variety of natural individually wrapped nuts & mixes.

XSite Group Inc. 413 140 Welland Ave., Unit 16 St. Catharines ON L2R 2N6 Canada +1 905-346-0864 www.xsitegroup.ca www.facebook.com/people/XSiteGroup/100069378189640/ @xsitegroupinc XSite Group Inc. provides a wide range of software products for convenience stores and gas stations all over North America.

Introducing EcoTank Air

FEATURED PRODUCTS

NEW PRODUCTS & EQUIPMENT FEATURED AT THE SHOW

EcoTank is proud to introduce our newest model, EcoTank Air, created in partnership with AIR-Serv Canada as an amenity for EV Chargers.

• S ame great benefits as a standard EcoTank dispenser with the added air compressor • C ustomers can top up their windshield washer fluid reservoir and tires from the same dispenser • T he compact size is perfect alongside EV chargers • O ur first units are located alongside EV Chargers at IGAs across Quebec in partnership with Earth Day Canada.

BOOTH 1.888.ECO.TANK #529 www.ecotankcanada.com

Canco Petroleum – Canadian Born and Raised

A bold alternative to big-box retailers, Canco was born from a vision to become a leading brand in gas and convenience. Backed by more than 15 years of experience and a desire to redefine the industry in Canada. Become a Canco dealer today.

• H igh-quality fuel from the same refineries as major national brands • We negotiate with vendors to maximize buying power • Canco cash programs builds customer loyalty • S upport each step of the journey with our construction, training and marketing teams 236.420.0688 info@cancopetroleum.ca www.cancopetroleum.ca

BOOTH #514

Eurovac is an industry leader in the

manufacturing of standalone vacuums, centralized vacuums and automotive detailing equipment. Eurovac also provides a complete solution with the addition of arches and canopies.

We offer engineered solutions at sensible pricing.

Along with an engineered system, Eurovac works with a national distribution network for local support.

800.265.3878 info@eurovac.com www.eurovac.com

BOOTH #421

EZ LINER™

BOOTH #111

Rinsed: The Car Wash CRM

Customer relationship management software (CRM) built for the Car Wash Industry. Compatible with your existing point of sale, Rinsed gives you the tools to manage and grow your subscriber revenue and sell memberships online. Rinsed helps manage ~2 million subscribers for some of the best operators in the industry.

Vehicle Wash PVC Panels Easy Building Products is proud to offer a 16” wide panel with trims that make you and your installer smile. Available in 2’ increments from 8’ to 20’.

We also offer a broad range of multiwall polycarbonate, corrugated polycarbonate, PVC sheets and liner panels designed for the carwash industry and beyond.

Please call today for a quote or more product info: 1.888.763.3108 www.easybuildingproducts.ca

BOOTH #107

978.578.1350 www.rinsed.com

Nayax’s leading solution for complete cashless BOOTH #327 BOOTH #301

The Future is Here | DFS Anthem UXTM User Experience Platform

Questions About EV Charging?

Bring 27” of selling power to your forecourt with the industry’s largest touchscreen at the pump. Double the promotions, double the engagement. Visit booth 301 to find out more.

Offering top brands like the Siemens VersiCharge AC line for residential and commercial charging or the innovative FreeWire Boost200 fast charging system.

We provide diagnostics by qualified technicians.

National Energy Equipment Inc supports your growth in this emerging market! Get in touch with us today to get started.

613.475.3313 www.doverfuelingsolutions.com/anthemux

1.866.574.5100 www.nee.ca

payments, VPOS Touch, includes telemetry, management suite and consumer engagement.

Enable EMV tap and chip card transactions to ensure no chargebacks. Accept Interac transactions. VPOS Touch and Nayax enables easy processing and reconciliation. Multi-pricing allows for smart upselling increase revenue. Use Monyx Wallet, our payment and reward app to significantly boost loyalty and sales.

410.666.3800 www.nayax.com

BOOTH #315

C-Store Commander Point of Sale and Back Office Software

Intuitive and Reliable Technology Designed to support fuel and convenience operations on a modern technology platform.

• Robust promotions • Full cycle inventory management • Dynamic reporting • PA-DSS certified • Loyalty and gift card options BOOTH • Wayne and Gilbarco Pay at the Pump #516 • Contactless payment options • Fleet card management and control • Customized solutions available • 24/7 Support • And much more

Albert’s Gas Station Maintenance The preferred Gas Station solution provider since 1997!

Whether is hanging hardware, EMV, Bulloch, Veeder Root, or Tanks, we got you covered. We take pride in helping customers in Niagara, Hamilton, Brantford, Cambridge, Oshweken, Mississauga, Milton, Guelph, Georgetown, London, Dundas, Oakville, Kitchener, Waterloo, Simcoe, Strathroy, Listowel, Clinton, Goderich, Kincardine, Port Elgin, Owen Sound, Chatham, Woodstock, Caledonia, Fort Erie, Fergus, Elmira, Collingwood, and more.

519.621.4309 service@alspumps.com

BOOTH #228

Canada’s #1 Rust Protection

Krown provides protection for vehicles to inhibit the spread of rust on metal and electrical components. More than just undercoating, Krown is the maker of Salt Eliminator, a vehicle wash specially formulated to break down and remove salt and salt residue from countless vehicles inside and out.

Brent Savelli 289.838.4364 www.krown.com

BOOTH #415

888.925.8125 www.infonet-tech.com

Convert your In-Bay Today Klickship Partnered with DHL Join us with Klickship Self-Serve Kiosk program • Increase your revenue with Klickship • 100% Turnkey Program • Increase store traffic and sales • B etter serve your community

• P ush the pace to 45 cars per hour when you convert your in-bay or rollover to a tunnel.

• Tommy Car Wash Systems® use your existing structure and add new equipment for faster processing and a smoother customer experience.

• Our conveyor belt makes loading easy and our proprietary cleaning equipment modules provide a fantastic wash.

• Every conversion is customized to perfectly fit your needs and create a wash with the best possible potential.

616.494.0411 www.tommycarwash.com

BOOTH #121

1.855.974.9742 www.klickship.ca

For over 40 years Gorrie RCP has been a trusted forecourt solutions provider to the convenience & petroleum industry. We design, develop, and build tailor-made waste and recycling management products, amenity fixtures and merchandising displays. Our newest vertical is heavily focused on the ideation, design, and execution of sustainability initiatives and products utilizing recycled materials.

416.471.2055 www.gorriercp.com

BOOTH #512

BOOTH

#521

BOOTH #200

Car Wash Digital Marketing Growth Plan

Stop wasting money on digital marketing tactics that don’t deliver.

Soapy Brushy develops comprehensive and customized Digital Marketing Growth Plans unique to your car wash operation.

We identify your target audiences, the metrics that matter and the tactics that drive predictable, profitable online traffic. Your Plan can be executed internally, with a 3rd-party provider or with Soapy Brushy, Canada’s Independent Car Wash Marketing Company.

833.652.1365 www.SoapyBrushy.com

Innovative Forecourt and Retail Solutions

Introducing ATOSA Open Air Merchandisers with sleek modern design

BOOTH #1107

Available in 40” & 50” Wide foot prints All units come standard with the following: • 4 Display shelves with LED Lighting standard • I lluminated display for branding / marketing material • N ight curtains • C asters • R 290 Refrigerant • 1 15/60/1 – 15 Amp power with standard plug 888.443.1946 www.w-r.ca

SUPPLIERS,

WHAT’S NEW IN YOUR PRODUCT LINE?

Contact: Elijah Hoffman 647.339.9654 ehoffman@ensembleiq.com To promote your product, equipment or service here.

CANADIAN CANADIAN

CARWASH CARWASH ASSOCIATION ASSOCIATION

SEPTEMBER 2022

DIRECTORS

Karen Smith VALET CAR WASH

Tim Walker REVIN MEDIA

Rudy van Woerkom BELVEDERE TECHNICAL SERVICES LTD

Grady Taylor TRANSCHEM

Jeff Beam MONDO PRODUCTS CO. LTD

Cristina Caruso SUNCOR ENERGY INC.

Did you know with your membership at CCA grants you a full membership with the CFIB? Canadian Federation of Independent Business - This is a $500+ value for your business.

You will join 95,000 other business owners and gain access to: •

Download templates

RAINBOW CAR WASH

•

Explore CFIB partners offers

Michael Howe

•

Dedicated advisors and resources to help you run your business

•

Exclusive discounts for your business with CFIB partners

NATIONAL CARE WASH SOLUTIONS

•

Free and unlimited access to resources you need

Matthew Lapolice

•

Get expert advice from dedicated business counsellors

MARK VII EQUIPMENT INC.

•

Access to webinars and templates on various business topics.

(Think WHMIS training for staff) compliance and HR issues, or any other business related questions

Mike Destro

WASHLINKS

Mike Jacques

CONTACT US

www.canadiancarwash.ca office@canadiancarwash.ca

Let’s talk savings shall we - Save up to $5,000 per year on payment processing, banking, payroll, shipping, and more.

CFIB have supported the industry by countless victories, i.e. lower taxes, less red tape, fairer regulations, lower credit card fees.

COVID-19

RESOURCES Members have access to a library of resources through the CCA and CFIB partnership. Visit https://www.canadiancarwash. ca/COVID-19-and-the-Industry for more information.

Did you say FREE? Free online courses with VuBiz for business owners and their employees.

These are university level classes!

To talk to an advisor: 1-833-568-2342

INDUSTRY FORUM INDUSTRY FORUM DEDICATED TO SHARING KNOWLEDGE AND BEST PRACTICES IN THE CARWASH INDUSTRY

Wash Volume Report - Kent – a Kalibrate Company Have you wondered what Wash Volume reports were and how they could benefit you and your company?

Join us via ZOOM on Tuesday October 18 from 1-2 p.m. EST to learn about this program and how it can benefit your company. This confidential data is the foremost source of carwash data for the Canadian carwash industry providing Canada-wide statistics on cycles and revenues. To register please contact at office@canadiancarwash.ca. Link will be provided closer to the webinar.

Golf Tournament As a valued member you can golf at a reduced rate on October 4, 2022. This year it will be held at Georgetown Golf Club. Join in on networking with industry colleagues for a great day of golf and support our charity partner Canadian Spinal Research Organization. Limited sponsorships opportunities are available. For more information or to donate for the Charity raffle, please contact at events@canadiancarwash.ca. If you want to attend to golf, we still have spots available, please register here: https://www.canadiancarwash.ca/event-4720616

CANADIAN CARWASH ASSOCIATION CANADIAN CARWASH ASSOCIATION

THE INNOVATION ISSUE

TECH

RESHAPES THE CUSTOMER JOURNEY GIFT CARDS KEEP ON GIVING READY FOR LUNCH? COOL IDEAS FROM AROUND THE GLOBE

TRUST CONVENIENCE INNOVATES WITH UNIQUE PRODUCTS SEPTEMBER / OCTOBER 2022 CCentral.ca @CSNC_Octane PM42940023 $12.00

FALLDRIVE22

CONTENTS SEPTEMBER | OCTOBER 2022

VOLU M E 5 | N U M BE R 5

5

Editor’s Message It’s time to celebrate

8

The Buzz

People, places, news and events

10

Quick Bites

Milking it: From flavour explosions to plant-based and BFY offerings, innovation is redefining this key c-store category

12

Foodservice Fundamentals

Trust Convenience founder Dharmender Khosa

Menu development: Strategies for creating the right selection at the right price to drive c-store profits

15

Feature

Check it out: Canadian c-stores of all sizes are focusing on tech innovations that streamline payment processes, but, most importantly, deepen customer relationships

20

Feature

COVER ILLUSTRATION, CARL WIENS/ PHOTO TOP RIGHT, COLIN WAY

Global innovators: From healthier food options to contactless shopping, c-stores are adapting to changing customer needs

24

Retailer Spotlight

Building Trust: A Calgary-based operator’s innovative approach to product procurement and branding helps differentiate his c-store from the competition

28

What’s in Store?

Dealing cards: Play them right and consumers’ growing love of gift cards can be leveraged to build foot traffic and bigger basket sizes

30

Snapshot

Ready for lunch? Kathy Perrotta of Ipsos Canada notes that as consumers adjust daily routines, demand for easy grab-and-go lunch options is on the rise

32

C-store IQ National Shopper Study

Technology Report: Consumers adapt to rapid innovation

CSNC EDITORIAL ADVISORY BOARD

Comprised of leading retail executives and convenience operators, this volunteer group of industry champions offer advice, key insights and on-theground perspectives that serve as an invaluable resource to ensure content is relevant and meets the needs of the industry.

Leslie Gordon, Circle K Robbie Mulder, Little Short Stop Marc Goodman, 7-Eleven Canada Laurie & Randy Ure, Ure’s Country Kitchen Wendy Kadlovski, Nicholby’s Gino Vecia, Hasty Market

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The latest industry news and information, plus resources, foodservice insights, store solutions, tobacco/vaping updates and more.

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September | October 2022

3

New Prepack With the purchase of 4 ICY SQUARES tubs 60ct Get a set of 2 Moritz Icy Squares glass mugs for free

Free mugs

Item # 304039 UCC: 9 00 67535 04039 3 Imported and Distributed in Canada exclusively by : Confiseries

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EDITOR’S MESSAGE 20 Eglinton Ave. West, Suite 1800, Toronto, ON M4R 1K8 (416) 256-9908 | (877) 687-7321 | Fax (888) 889-9522 www.CCentral.ca

Welcome to the Innovation Issue!

SVP, GROCERY AND CONVENIENCE | Sandra Parente

EDITORIAL EDITOR & ASSOCIATE PUBLISHER, CSNC

Michelle Warren | mwarren@ensembleiq.com

EDITOR, OCTANE Mark Hacking

TRANSLATION | Danielle Hart

ADVERTISING SALES ASSOCIATE PUBLISHER

Elijah Hoffman | ehoffman@ensembleiq.com

ACCOUNT MANAGER

Jonathan Davis | jdavis@ensembleiq.com

VICE PRESIDENT, EVENT SALES

Michael Cronin | mcronin@ensembleiq.com

DESIGN AND PRODUCTION SENIOR DIRECTOR OF PRODUCTION

Michael Kimpton | mkimpton@ensembleiq.com

ART DIRECTOR | Jackie Shipley DIRECTOR OF MARKETING, BRANDLAB

Alexandra Voulu | avoulu@ensembleiq.com

VICE PRESIDENT EVENTS & CONFERENCES Megan Judkins | mjudkins@ensembleiq.com

DIRECTOR OF AUDIENCE OPERATIONS Julie Ball | jball@ensembleiq.com

SENIOR DIRECTOR, DIGITAL CANADA & SPECIAL PROJECTS Valerie White | vwhite@ensembleiq.com

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MICHELLE’S PHOTO: JAIME HOGGE

CHIEF EXECUTIVE OFFICER | Jennifer Litterick CHIEF FINANCIAL OFFICER | Jane Volland CHIEF HUMAN RESOURCES OFFICER | Ann Jadown EXECUTIVE VICE PRESIDENT, OPERATIONS | Derek Estey EXECUTIVE VICE PRESIDENT, CONTENT | Joe Territo

Three years ago, when we published the first issue focusing on tech innovations, the cover story—”The future is frictionless”—read like science fiction.

At the time experts predicted that within the next five years, “everything from enhanced cloud-based security to automated checkout to AI will be part of the c-store experience.”

Six months later the pandemic hit, turning the world upside down in countless ways. On the business front, it propelled the mass adoption of technology by both retailers and consumers. Delivery apps, touchless payment, automated checkout, AI and other tech innovations quickly became part of the lexicon.

Convenience stores, taking their place as essential service providers, adapted to consumer expectations, forever changing the business: Forget five years, changes were happening by the day.

In “Check it out” (p. 15), writer Chris Daniels talks to experts and retailers about what the industry has learned (and continues to learn) about tech in convenience and evolving consumer behaviours, plus he explores how independent operators are using problem-solving technologies to enhance the customer experience.

We asked your customers their thoughts on technology and you’ll find the results in the “C-store IQ National Shopper Study: Technology Report” (p. 32).

Of course, innovation extends beyond tech. In “Building Trust” (p. 24), we meet Calgary c-store operator Dharmender Khosa, whose infectious enthusiasm for surprising and delighting his customers with fun and hard-to-find products helps him stand out from the competition (and mitigate supply chain issues).

September is always a perfect time for a reset and a fresh start. If it’s innovation and inspiration you’re after, we’ve got you covered. Discover the latest in new products and ideas at The Convenience U CARWACS Show September 13-14. Plus, be there October 12 when the industry comes together to honour the 42 inspiring 2022 Star Women in Convenience winners.

After more than two years of innovative virtual events, I look forward to seeing you in person this fall! CSNC

CONVENIENCE STORE NEWS CANADA / OCTANE is published 6 times a year by EnsembleIQ. CONVENIENCE STORE NEWS CANADA / OCTANE is circulated to managers, buyers and professionals working in Canada’s convenience, gas and wash channel. Please direct inquiries to the editorial offices. Contributions of articles, photographs and industry information are welcome, but cannot be acknowledged or returned. ©2022 All rights reserved. No part of this publication may be reproduced in any form, including photocopying and electronic retrieval/ retransmission, without the permission of the publisher.

TK

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Convenience Store News Canada

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CONVENIENCESTORENEWSCANADA

September | October 2022

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TOBACCO ADVERTISING IS NOT AVAIL ABLE IN THE DIGITAL ISSUE

TOBACCO ADVERTISING IS NOT AVAIL ABLE IN THE DIGITAL ISSUE

THE BUZZ

CROSS - CANADA ROUND - UP / PEOPLE / PL ACES / NE WS & E VENTS

Charged and ready for EV

The CarGurus 2022 Electric Vehicle Insight Report shows interest in electric vehicles is rising steadily:

40% 60%

of consumers said they would be likely to own an EV in the next five years (up from 32% in 2021). said they expected to own one in the next 10 years (up from 54% in 2021).

Younger people were especially keen, with more than two-thirds of car owners ages 18 to 29 expecting to own an EV in the next decade.

SAVE THE DATE The Convenience U CARWACS Show September 13-14, 2022 Toronto Congress Centre ConvenienceU.ca

CICC National Convenience Industry Summit September 27-29, 2022 Omni King Edward Hotel, Toronto ConvenienceIndustry.ca

NACS Show 2022

October 2-4, 2022 Las Vegas Convention Centre NACSShow.com

Star Women in Convenience Awards Event October 12, 2022 Toronto International Centre StarWomenConvenience.ca

Do you use an App to manage your retail, gas or car wash team’s schedules, timesheets, communications etc.?

BREAKFAST IS BACK Technomic’s Breakfast Global Menu Category Report reveals 24% of consumers source their breakfast from a foodservice venue (that’s you), down just 2% from pre-pandemic: “The breakfast category remained largely resilient throughout the global pandemic, and now presents an opportunistic daypart.” Note: 39% of consumers globally purchase a breakfast sandwich on occasion. In addition, four of the five most-preferred breakfast beverages are hot preparations, including hot coffee, hot tea, hot specialty coffee and hot chocolate.

M I N I M U M WA G E U P D AT E S *

New Brunswick Manitoba Saskatchewan

$13.75/hour $13.50/hour $13.00/hour

33Yes% 0No%

67%

I am considering doing so

* effective October 1

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Convenience Store News Canada

Thank you!

Norm Hower, former VP and GM of 7-Eleven Canada, retired from the company and returned to the U.S. at the end of August.

Since joining 7-Eleven in 1997, Hower held positions in logistics, merchandising, information systems and operations across the U.S., most recently taking on a three-year stint here in Canada. In addition, Hower was a founding member of the Convenience Store News Canada Editorial Advisory Board: We thank him for his valuable contributions and many engaging conversations!

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READER POLL

PLASTICS PLANNING Ottawa is banning companies from importing or making plastic bags and takeout containers by the end of this year, from selling them by the end of 2023 and from exporting by the end of 2025. This will also affect single-use plastic straws, stir sticks, cutlery and six-pack rings. Avoid disruptions to your foodservice business by ensuring you’re ready with eco-friendly alternatives.

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MOVING ON UP

Jonathan Davis joins EnsembleIQ as account manager for Convenience Store News Canada. Davis will be working on print and digital sales for the magazine, the website, All Convenience e-newsletter and related brands, including Star Women in Convenience, the CSNC Impact Awards and The Convenience U CARWACS Show.

Rachel Ferdinando is stepping into the role of president of PepsiCo Foods Canada. Ferdinando, who has been with the company for five years, will oversee PFC HR, finance, customer development, field sales, marketing, supply chain, IT, R&D, foodservice and transformation.

Before joining PepsiCo in 2017, Ferdinando was VP and global sector leader at Kimberly-Clark Corp. and has held various leadership roles at GlaxoSmithKline.

Marc Goodman is the new vice-president and general manager of 7-Eleven Canada, breaking ground as the first Canadian to lead the company. Goodman has a long and respected career in the convenience and gas business. Before joining 7-Eleven Canada in August 2021 as senior director of operations, he spent close to 23 years with Suncor in increasingly progressive roles (13 in total), most recently as head of employee experience. In addition, we are thrilled to welcome Goodman as a member of the Convenience Store News Canada Editorial Advisory Board.

Cara Keating is moving into a new role at Frito-Lay North America as chief customer officer. Keating joined the company in 2004, taking on progressively senior roles and eventually becoming president of PepsiCo Foods Canada in 2019.

Allan Lindsay is promoted to president of M&M Food Market. Lindsay, who has deep experience in CPG and food, joined M&M six years ago, most recently serving as VP, marketing and operations. Lindsay played a major role in the company’s recent transformation and acquisition by Parkland, alongside former CEO Andy O’Brien, who left the company at the end of July.

Tim Lute joins Conagra Brands Canada as vicepresident - commercial strategy, insights & transformation. Lute is a 20-year veteran of CocaCola Canada, where he held roles in sales, channel strategy and marketing. He was most recently CEO of Sapsucker, an organic, sparkling tree water brand.

Trent MacDonald joins Flow Alkaline Spring Water as its new chief financial officer. MacDonald “brings deep experience in retail operations, operational efficiency and business intelligence in high growth entrepreneurial environments” to the company.

MacDonald previously held the same position with cannabis LP HEXO Corp and Neighbourly Pharmacy.

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Leslie Mackay is promoted to vice-president customer leadership organization at Conagra Brands Canada. She will be responsible for growing Conagra’s portfolio with its customers “through world-class partnerships and execution.” Prior to this appointment, Mackay was Conagra’s VP of sales. *Announce your new hires and promotions.

Email mwarren@ensembleiq.com

ON LI N E E XC LU S IVE S

10 HEADLINES YOU DON’T WANT TO MISS! 1. M ACEWEN KICKS OFF FRESH NEW LOOK AND FEEL FOR QUICKIE 2. CANADIAN BEVERAGE ASSOCIATION WEIGHS IN ON NEWFOUNDLAND AND LABRADOR’S NOT-SO-SWEET TAX ON SUGAR-SWEETENED BEVERAGES 3. 5 C-STORE DESIGN TRENDS FOR 2022

4. O LG LAUNCHES SPORTS BETTING APP

5. CANADA TO REQUIRE NUTRITION WARNINGS ON FRONT OF SOME PACKAGED FOOD 6. L OCAL PRODUCTS A PRIORITY FOR CANADIAN CONSUMERS

7. S UNCOR REACHES DEAL WITH ACTIVIST INVESTOR, WILL CONSIDER SALE OF PETRO-CANADA 8. C OUCHE-TARD MITIGATES FORECOURT CHALLENGES WITH ITS PROPRIETARY CIRCLE K FUEL BRAND 9. A ISLE 24 ADOPTS NEW INTEGRATED SECURITY SYSTEM

10. ONROUTE AND CANADIAN TIRE EXPAND EV NETWORK

To stay up to date on the latest news and trends, get the All Convenience e-newsletter delivered to your in-box every Wednesday: CCentral.ca/signup

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September | October 2022

9

QUICK BITES

BY DARRE N CLIMANS

Milking it

From flavour explosions to plant-based and BFY offerings, innovation is redefining this key c-store category

Changing perspectives Long before bottled water, energy drinks, isotonic beverages, and RTD juices, Canadians mostly consumed whole milk. Overall annual per capita milk consumption in Canada peaked at 98 litres in 1979. However, over the last four decades, per person annual consumption has fallen by close to one-third. Of note, the rate of decline has been accelerating since 2009.

In 2021, consumption hit a new low of around 60.5 litres per capita, according to Statista: This is a decrease of more than 10 litres per capita since 2015 (Exhibit 1).

It’s not just Canada where milk sales have been lagging. According to retail market tracking company IRI, U.S. milk sales have soured as well. “Dollar

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EXHIBIT 1

Consumption of milk per capita in Canada from 2015 - 2021 in litres

70.8 2015

69.6 2016

66.1 2017

65.2 2018

63.5 2019

63.5 2020

60.5 2021

sales within the refrigerated milk category fell 1.5% in 2021, (and) unit sales tumbled 4.6%”.

Beverage Marketing Corp. a leading management consulting and research

Convenience Store News Canada

company to the global beverage industry, tracks the U.S. retail milk market (Exhibit 2). Whole white and reduced-fat white milk represent more than twothirds of the market in the U.S. Looking beyond white milk reveals a different facet of the market. While the milk market may be down overall, in 2021, flavoured milk recorded a 5.1% dollar sales gain, while unit ad sales rose 2.1%. The two smaller segments actually showed positive growth— ”flavoured” and “other” (including plant-based).

The future of milk One notable exception to the baseline milk trend is Fairlife, a Chicago-based company owned and distributed by Coca-Cola, with a Canadian manufacturing facility in Peterborough, Ont. Fairlife’s proprietary ultrafiltration process is used to affect reductions in sugar and lactose, while increasing protein and essential nutrients. Fairlife, and other innovative manufacturers, are gaining where conventional competitors are bleeding share. Fairlife is responding to shifts in consumer preferences with enhanced dairy products that offer high protein, lower sugar, more essential nutrients, and appealing flavours.

Data sources like Technomic’s proprietary Ignite Menu Database (tracking chain and c-store menus across Canada) confirm the growing popularity of plant-based alternatives.

In FY 2021 (ending Q1 2022), plantbased milks (like oat milk and coconut milk) grew double-digits overall. This growth reflects both rapid consumer adoption, and the fact that the base market share for these products is still very low.

The dairy sector is not sitting idly

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I’m old enough to remember that houses in Toronto used to have a milk door. It was a small door on the outside wall, a narrow shelf in between, and an inside door with a small metal catch.

Once or twice a week, the “milkman” would make his rounds, placing a couple of heavy glass bottles filled with fresh dairy inside, and collecting the empties from the previous week. When I was in elementary school, we also had vendors doing home delivery of other staples—fruit, eggs, bread, and, my favourite, wooden crates of carbonated beverages.

In the 1970s, exponential growth of supermarkets disrupted the home delivery model. Larger refrigerators that could easily accommodate plastic gallon jugs of full-fat milk became the norm. A decade later my mom switched to cartons, and then to four litre bags of 2% milk. Though the packaging changed over the years, milk was still Canada’s hydration option of choice.

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EXHIBIT 2

Milk market segments by volume (U.S.) FY2021

SHUTTERSTOCK.COM / SOURCE: INNOVA MARKET INSIGHTS, INNOVA DATABASE

by, but instead launching an array of flavoured products (often designed for those with a sweet tooth—think your favourite chocolate bar turned into a beverage), as well as BFY options.

According to Innova’s Market Insights global new product database, global milk protein product launches are still outpacing new plant protein product launches (Exhibit 3): “Aggregated dairy protein product introductions outpaced plant proteins in 2020 by over 3,000 products…maintaining a consistent lead held for the past decade.”

By giving consumers new on-trend choices, suppliers are targeting the larger opportunity by pursuing share within an established market, namely, milk consumers.

Dairy reimagined Change often happens gradually, until an inflection point is reached.

Canadian consumption of yogurt was virtually non-existent prior to 1960. By 1980, modest inroads had been made.

However, consumer consumption of yogurt increased sharply between 2007 to 2016, rising by nearly 50%, at the same time that purchases of milk were declining. Greek yogurt startup Chobani booked more than $1-billion in retail sales in the U.S. in less than a decade.

In terms of your overall c-store beverage offerings, it’s another reminder that the demand for authentic dairy has long legs. Dairy, in whatever form it takes, still ticks a lot of boxes for a whole lot of consumers, and it’s important to find a place in your coolers for the right milk-based beverages. CSNC Darren Climans is a foodservice insights professional with close to 20 years’ experience partnering with broadline distributors, CPG suppliers, and foodservice operators. His practice is to understand issue-based decisions by taking a data-driven approach to strategic decision making.

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ALL OTHER WHITE MILK

FLAVOURED MILK

10%

1%

NO FAT WHITE MILK

8%

WHOLE WHITE MILK

34%

REDUCED FAT WHITE MILK

47%

EXHIBIT 3

Dairy protein vs. plant protein Global product launches 20,000 17,500 15,000 12,500 DAIRY PROTEIN PLANT PROTEIN

10,000 7,500 5,00 2015

2016

2017

2018

2019

2020

C-store staple

While overall milk consumption is down, it remains a key category for Canadian c-stores.

When asked what beverages they purchased at c-stores in the past month, more than onethird (35%) of shoppers bought milk, according to the C-store IQ National Shopper Study, that’s up from 30% pre-pandemic. In fact, milk came out on top, followed by 30% purchasing can/bottled pop, 23% still bottled water, 21% hot beverages and 17% sports drinks.

Convenience Store News Canada

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September | October 2022

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FOODSERVICE FUNDAMENTALS

BY JEFF DOVER

Menu development

Strategies for creating the right selection at the right price to drive c-store profits

• Prepared sandwiches • Pizza • Chicken tenders or nuggets • Potato wedges • Hot dogs and sausages • Baked goods • Coffee, beverages and fountain beverages Foodservice items should be self-serve, or easily served by the cashier. A simple convection oven allows for bake-off programs or bulk reheating for a heated display, while a small rapid cook oven that combines convection and microwave technology, strategically located near the cashier, may be all you need for quick heating single portions of quality food to order. A warm food display is also required.

Keep it simple To maintain the labour advantage over commercial restaurants, food selection is important. Convenience store foodservice entrepreneurs should select items that are easy to prepare and hold at a food-safe temperature for a period of time without significantly affecting food quality. Essentially, menu items that are ready to serve or easy to heat and serve.

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Know your audience Your core market should be top of mind when designing a menu. Depending on location, your convenience store may primarily serve the local market, travellers, commuters, schools, businesses, etc.

Menus, combos and promotions can be tailored to the core market group or groups that you serve.

Calculate total cost per item Some menu items will require condiments, such as ketchup, while hot beverages require milk, cream, potentially non-dairy creamer, sugar and other sweeteners. Don’t forget disposable cutlery, napkins and straws, as well as the cost of packaging. (Note, the condiment station should be proximate to the cashier so it can be easily maintained and stocked as required.)

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Convenience stores have an advantage over commercial restaurants when it comes to foodservice, and this is the building block for creating a popular and profitable menu.

Two major expenses for foodservice are the cost of the food (cost of sales) and labour. The convenience store advantage is in the labour cost—much of the labour required for foodservice can be accommodated by existing employees. Often the cashier can prepare and serve food, while performing checkout duties. Similarly, staff stocking the store can also prepare food and/or clean and stock a condiment stand, while performing their other duties.

Consider the competition When designing the menu, evaluate foodservice options near your store. You may choose not to go head-to-head with a strong competitor (for instance, a chicken sandwich might not fly if your store is located proximate to a Chick-fil-A or Popeyes). However, if you have a pricing advantage, you may target those menu items and compete based on price/value.

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Review and adjust Menu items should be selected to minimize waste.

Baked goods, pizza slices, etc. have a short shelf life.

If a perishable item is not selling and generating waste, remove it from the menu. Operators become good at forecasting foodservice sales and preparing or ordering the correct amount of food.

And, speaking of removing items from the menu, convenience stores (particularly independents) have another advantage over chain commercial restaurants: if a menu item is not successful, it can be pulled. Menus should be constantly reviewed and adjusted.

Pricing primer Pricing menu items properly is a key to success. First, you must understand the total cost of each menu item.

At most successful commercial restaurants, food and packaging typically account for between 30% and 35% of the price of a menu item, while another 30% may be attributed to labour cost.

These two ratios highlight the labour advantage and direct your competitive pricing strategy. With c-stores’ labour advantage, the required markup can be less, while maintaining a price advantage over competitors (even if commercial restaurants have a procurement advantage and pay less for food).

To set prices, conduct a pricing survey of similar menu items in the area near your store. Then set the price below the competition, where financially feasible, providing a value proposition to your customers. Make sure, however, the price is above your total cost and allow room for waste.

Food for thought Foodservice provides a great opportunity for convenience stores to drive incremental revenues and profits.

To be successful, select menu items that require little labour to prepare and configure the foodservice station appropriately. Constantly evaluate the menu, replacing the lowest-selling items, and set prices based on total cost of goods (including packaging and condiments) below what local competitors are charging for similar items.

By actively managing menu development and menu pricing, I am confident you will be able to add a successful foodservice operation to your convenience store. CSNC Jeff Dover is president of fsSTRATEGY, a consulting firm specializing in strategic advisory services for the hospitality industry, with an emphasis on food and beverage. He is based in Toronto and can be reached at 416-229-2290 ext. 2 or jdover@ fsstrategy.com.

TOBACCO ADVERTISING IS NOT AVAIL ABLE IN THE DIGITAL ISSUE

TOBACCO ADVERTISING IS NOT AVAIL ABLE IN THE DIGITAL ISSUE

THE

INNOVATION ISSUE

COVER

story

CHECK IT OUT Canadian c-stores of all sizes are focusing on tech innovations that streamline payment processes, but, most importantly, deepen customer relationships

CARL WIENS

BY CH R IS DA N I ELS

An innovation Couche-Tard tested in its store lab at McGill University is being rolled out across the Laval, Que.-based company’s global footprint, after being a huge hit with the store’s mainly student body customer base.

In June, Couche-Tard announced it will deploy more than 10,000 Masghin touchless checkout systems—branded “Smart Checkout”—to more than 7,000 Circle K and Couche-Tard stores.

Jack Hogan, a senior vice-president at Palo Alto., Calif.-based Mashgin, says, “We will be in thousands of stores for them by the end of this year. The Canadian rollout is still being scheduled, but we’re looking to start in the latter part of the year.” In the next three years, all 7,000-plus (of its roughly 15,000 stores around the world) will have Smart Checkouts.

Using cameras and computer vision algorithms to recognize objects in 3-D, the system identifies every product placed on the scanner, ringing up the total in a

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blink of an eye. (Mashgin’s technology even distinguishes between different chocolate bar brands!)

The Masghin system had more customer adoption than expected in the lab, says Charles de Brabant, executive director of the Bensadoun School of Retail Management at McGill University in Montreal. “It removes the frustrations of having to scan item after item at the typical self-checkout in a grocery store, which can be annoying and slow down the process,” he says.

Couche-Tard says the system will improve customer checkout times by as much as 400%. (See sidebar for more insights from the Retail Innovation Lab.) Problem-solving technology This is just one of the many innovations, from touchless checkout offerings to cash automation technology and digital display advances, transforming and modernizing the c-store sector. The transformation is happening at all operation sizes, including regional chains and independents.

Gerry Bes, general manager of Little Short Stop Stores, which operates 30 convenience stores in southwestern Ontario, says tech that would eliminate the need for a customer to interact with a cashier is not on the table for its needs.

“One of the key differentiators of our stores is that customers are greeted, and our managers and team members often know what they want as soon as they walk through the door,’ says Bes. “We find the service experience is elevated because of the relationship we have with customers, which is not possible with self-checkout.”

In turn, the chain is most interested in tech that gives cashiers more face time with customers, not less. Enter the touchless cash machine from Glory Global Solution, which Little Short Stop Stores is bullish about after testing it in two locations. It invites customers paying by cash to insert their bills into the machine, which then dispenses their change.

The technology removes the need for the cashier to handle money, which research has shown to be crawling with bacteria. “It also allows our team members to keep their attention on the customer, giving them more time to interact and build on our customer service difference,” notes Bes. Team members also don’t have to count the till at the end of their shift, which saves about 15 minutes, he adds.

In addition, Glory’s machine technology detects and rejects counterfeit bills, which Bes says is still a big problem.

“It is a great use of technology that ticks all the boxes. It creates a better customer service experience and also solves a lot of issues we have in our locations,” he says. “Given the time savings in the store, we have calculated a two-and-halfyear payback on the technology.”

He would like to roll out the POS solution across the chain, however he wants first to see Glory’s software updates keep better pace with banknote changes.

Opportunities for independents Rather than put off by the potential investment, Bes advises smaller chains to embrace technology that solves problems.

“If you have a lot of locations, it can help in terms of getting a better deal from the technology provider,” he notes. “However, I’ve found it is pretty amazing what tech people can do for

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Couche-Tard’s touchless system from Masghin uses cameras and computer vision algorithms to identify and quickly ring up every item placed on the scanner

even a one-off store. How do they do that cost-effectively? They aggregate the solution across multiple independents.”

A technology solution for smaller operators is also set to come from a surprising source.

Aisle 24, the company behind the cashierless c-store concept in Canada, is rolling out a product designed to help independents deal with the challenges of digitizing their operations.

“Our product roadmap includes creating a software package of our operation systems that we can then license to independents and smaller retailers, helping to bring them into the digital age,” says Aisle 24 co-founder John Douang. “We see a big opportunity for our business.”

The aim is to help independents with managing and pricing inventory, payment processing, mining customer data for insights, and app and digital media management.

“The software package... is a complete end-to-end platform that will allow businesses to turn their standard operation into an ‘unmanned, cashierless’ operation,” says Douang. “It includes security systems, AI analytics, in-store operational systems and a complete backend administration system.”

A hybrid solution Aisle 24 is also partnering with a new franchisee in Newfoundland and Labrador on a hybrid concept store in Goose Bay, which is slated to open Q1/Q2 2023. It will be about three times the size of an average store (which is about 5,000 sq. ft.) and be staffed during high-traffic daytime hours, then available only to Aisle 24 members in the late evenings and early mornings, when it is unstaffed.

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TOBACCO ADVERTISING IS NOT AVAIL ABLE IN THE DIGITAL ISSUE

“This will allow us to sell age-restricted products [like tobacco and lottery],” says Douang. If the concept works, it could become a model to roll out Aisle 24s in northern parts of Canada—and help those operators better compete.

These developments harken back to why Douang launched Aisle 24. His parents worked 14 hours a day almost every day at their own convenience store in Toronto, and with Aisle 24 Douang wanted to offer a franchise opportunity that would lessen the time constraints on c-store operators.

“One of the main reasons a lot of mom-and-pop stores are struggling is because they were not digital-ready. And then when the pandemic hit, they were unable to capitalize and fell even further behind,” he says. “We want to offer them the technology to help bridge the gap.”

A LITTLE FRICTION ISN’T A BAD THING Findings from the Retail Innovation Lab at McGill University in Montreal

You would think a digital-savvy, young population would love a c-store experience in which they can just grab what they want and bolt out the door.

But given the option, they prefer a little bit of friction and/or human interaction, according to Charles de Brabant, executive director of the Bensadoun School of Retail Management at McGill.

This conclusion is based on his observations at Couche-Tard’s on-campus test lab.

While the store lab is currently undergoing a transition of technologies, it has been divided into two parts. One side of the store was specially designed to be frictionless and had no staff on duty. Called Connecté, it required users to unlock the door with an app. Once inside, they could pick up and walk out with what they wanted, the “purchased” products automatically processed for payment in the app.

The other side of the store had one Mashgin system (see main story) and two cashiers.

Despite largely young adults on campus, “a lot of them didn’t want to download the app” to shop on the Connecté side.

“Mashgin checkouts did so well because it made it easier for customers and saved them even more time since you don’t have to download an app and enter any payment information. They are non-threatening and very intuitive,” says de Brabant.

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LET’S GET PERSONAL

Aisle 24 employs tech to create a tailored in-store experience “We have learned pretty quickly that in an unmanned environment, the shopping experience can become very sterile and impersonal to shoppers,” says John Douang, co-founder of Aisle 24, which has 22 stores in Ontario and Quebec, and by the end of the year will open franchises in British Columbia, Alberta and Nova Scotia.

To that end, the cashierless convenience store chain is investing in frameworks to create a more personalized, tailored in-store experience. This includes personalized messaging, such as greetings when customers enter the store, as well as promotional messages based on their purchase history.

This will be delivered not only to their mobile devices, but also digital displays inside the store, including via Samsung Kiosks, which were recently added in select Aisle 24 locations. The kiosks provide a payment system and streamline management tools on the backend, while providing promotional display opportunities.

“It can inform customers of timely offers and deals, as well as encourage last minute point-of-sale-purchases,” says Mary Peterson, vice-president, IT and enterprise solutions at Samsung Electronics Canada.

She says the kiosk also has a “built-in recommendation engine,” and can push out “timely offers that apply specifically to a customer’s purchase as they scan their products.” This can include discounts on additional items based on what is currently in their basket.

This “can increase overall sales for businesses and help to shift older inventory closer to sell-by-dates,” says Peterson. CSNC

Aisle 24 aims to create a more personalized customer experience by using digital displays inside the store for greetings and promotional messaging

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GLOBAL INNOVATORS From healthier food options to contactless shopping, c-stores are adapting to changing customer needs

BY C H R IS POW E L L

“Convenience” was once both a hallmark and a point of differentiation for its namesake stores. But it has become table stakes in 21st century retail—where customers have become accustomed to getting anything they want, how they want it, in a (mostly) frictionless manner.

But c-stores operators are adaptable, and they’re employing a wide range of tools, technologies, and techniques to meet the needs of modern consumers— whether they’re time-starved, money-conscious, or health-conscious. Here are just some of the ways operators around the world are catering to today’s consumer.

In Portugal, Sensei and Galp partnered to open what’s being dubbed as the first autonomous store in a gas station environment

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CCentral.ca

KWIK TRIP

United States of America

HANGRY PLANET United States of America

The c-channel hasn’t traditionally been known as a destination for healthy food options, but a new store in the health food hotspot of California is hoping to change that perception. Billed as North America’s first plant-based convenience store, Hangry Planet opened this year at a Shell station in San Bruno, CA, a small city of 43,000 located just outside of San Francisco. Its 100% plant-based offerings included organic vegan pastries; a Hangry Bliss breakfast sandwich made with Beyond Meat, Just Egg and Follow Your Heart cheese on a gluten-free bagel; and a Laird Superfood machine that dispenses vegan hot cocoa and golden milk. The store is owned by actor and entrepreneur Bobak Bakhtiari, who reportedly curated and designed every aspect of the store, from its products to its customer experience.

The latter includes what is described as the first “media immersion car wash experience.”

GS25 S. Korea

Spiralling food costs are leading South Koreans to increasingly turn to convenience stores as lunch spots, drawn by the promise of paying less than $5 for instant noodles, “gimbap” (rice rolls) and sandwiches. Convenience chain GS25 saw sales of instant meals increase more than 30% in the six-month period between January and June versus one year ago, and has been developing new methods for catering to office workers seeking relief from what has been dubbed “lunch-flation.” Its most recent innovation is a subscription meal service for office workers that includes discounts and delivery to their office. GS25 also recently opened a new smart store called the GS25 DX Lab in Seoul that enables customers to pay for items using their face, and watch custom ads determined by sensors able to determine a person’s age and gender. The stores are unstaffed after midnight, with shoppers gaining access through a credit card or mobile ID.

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The convenience channel is increasingly becoming an option for grab-and-go meals, and La Crosse, Wis.-based Kwik Trip has announced the full implementation of mobile ordering services through its Kwik Rewards mobile app.

Customers will now be able to order ahead for services including carryout, curbside pickup and delivery. The service enables customers to use the app to order favourites from its Hot Spot menu, such as the chicken and waffle sandwich and pizza, as well as beverages, commodities, and packaged goods. The carryout option enables customers to pick up their order on a dedicated instore rack, while curbside pickup invites customers to input a vehicle description at checkout and indicate where they are parked after arriving, upon which the order will be brought to their vehicle. The new service will be available at all 800plus Kwik Trip and Kwik Star locations across Wisconsin, Minnesota, and Iowa, and will be implemented in all new stores going forward.

Convenience Store News Canada

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7-ELEVEN Japan

SENSEI AND GALP Portugal

Sensei, which bills itself as the leading European provider of autonomous stores, has partnered with Portuguese gas station chain Galp to open what it describes as the first autonomous store in the gas station environment.

The 323 sq. ft. store in Lisbon houses non-perishable items, food, snacks and beverages, and uses a network of ceiling cameras and shelf sensors to detect items picked up by customers. It uses software to track each shopper’s virtual shopping bag and automatically charge them via the app upon exit, with credit card payments to follow. The store was operational in just days, thanks to Sensei’s “Plug & Play: Autonomous Concept,” which allows for ultra-fast deployment.

MAPCO

United States of America

MAPCO, which operates more than 300 stores in the southeastern U.S., is rolling out its new “store of the future” concept aimed at giving customers what it calls a “better break”. The new stores have adopted a techforward approach that includes contact-free shopping through the MAPCO Scan app, as well as cashier-less checkout that lets users bypass the checkout line by scanning a special QR code on their phone. The new stores also house Amazon Lockers that offer a secure, self-service option (a welcome option as “porch pirates” become more brazen and commonplace). The newly renovated stores also feature an open floor plan and refreshed layout including large windows and high ceilings, as well as new touchscreen fountain machines with more than 20 beverage offerings, including Icee frozen carbonated beverages and fresh coffee. There are also new food displays, gondolas featuring favourite snacks and common household items, and a beer cave.

Mmm, beer cave.

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Convenience Store News Canada

While so many c-store innovations are about catering to younger, tech-savvy consumers, 7-Eleven in Japan recently began testing a new technology catering to the country’s elderly shoppers.

The chain partnered with the technology company Toppan on a trial using the latter’s RemoPick smart glasses— which were originally created to assist with apple picking—to help the country’s elderly homebound population shop from the comfort of their couch. The trial sees a 7-Eleven clerk wearing the glasses and browsing store shelves, with the images relayed in realtime to a shopper watching on a smartphone or tablet.

Customers select the item on their device to instruct the clerk to add it to the basket, and the order is later delivered to shoppers. While there are still bugs to work out, most notably the amount of work required for c-store employees, a potential full-scale launch could come as early as fiscal 2023. CSNC

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TRUST

BUILDING

A Calgary-based operator’s innovative approach

to product procurement and branding

helps differentiate his c-store

|

BY CH R IS DA N I ELS

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September | October 2022

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P H O T O B Y C O L I N WAY

Convenience Store News Canada

TK

from the competition

OPERATOR INSIGHTS

SHAKE IT UP

As an independent, you have the flexibility to bring your customers new and interesting products they won’t find anywhere else.

BRAND AWARENESS

Trust Convenience is very conscious about its image and even has a brand book to guide its carefully curated social media presence.

CREATE AN EXPERIENCE

TK

Khosa wants shoppers to be immersed in the experience of discovery and draws in new and repeat customers with enticing social media posts showcasing unique products from trusted global brands.

25

W

hen customers come to the counter of Trust Convenience in Calgary and ask Dharmender Khosa if he is the owner, the 30-year-old entrepreneur fibs, pretending to only manage it for someone older.

“Then I’ll ask them for any suggestions to improve the store that I could pass on,” says Khosa. He gives an example of the kind of feedback he gets from the store’s highly multicultural clientele. “Someone might tell me, ‘You should carry this chocolate bar brand from Europe—it is really popular there.’”

He says of concealing his identity, “If I tell them I am the owner, people won’t open up to me in the same way. They’ll worry, ‘Oh, I might offend this guy’ and just respond with a generic comment. They won’t share those suggestions.”

While corporate stores must go through a chain of approvals to try and bring in new products, independents can act on this store-level customer intelligence because of their autonomy.

It is a competitive advantage that Trust Convenience, which is located at the Savanna Bazaar shopping market in Calgary’s northeast, leans into to differentiate itself.

And so, the list of products Trust Convenience has imported to its shelves include Hershey’s Pink Lemonade chocolate bar from Brazil; a nitrogen-infused cola called Nitro Pepsi that PepsiCo launched in the U.S. earlier this year; and Sensations Peking Spare Rub Oriental Crackers from the U.K. Khosa says he “impulsively” opened Trust Convenience in early 2020 with the support of his fiancée, a teacher who is studying to be a lawyer.

The store didn’t initially march to its own drum.

“We were getting compared to everyone around us—to Circle K, to 7-Eleven. People would say, ‘You don’t have this, you don’t have that,’” he recalls. “The store was brand new, didn’t have franchise support and my account was in the negative. Four months in, friends and family were starting to lose hope it would be a success.”

Of course, the fact it launched at the start of the pandemic didn’t help.

Pandemic pivot However, the pandemic having brought supply chain challenges to the fore, Khosa says he realized he needed to rethink how he would keep shelves stocked.

He found he could import a lot of interesting products, including from global brands well-known to Canadians, in different and exotic flavours (see sidebar), while keeping the usual convenience snack offerings.

FLAVOUR PROFILE

Trust Convenience imports its snack and beverage products from the U.S. to Japan and Europe. But in keeping with its brand promise, they are often from a trusted global brand, like Mondelēz, General Mills or PepsiCo. “When people see a new product from a brand they

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Convenience Store News Canada

“When everyone else was asleep in Calgary, I’d call up other countries during their daytimes, using Google Translate about 90% of the time to communicate with sellers there,” Khosa explains. “After a while, these international sellers and brokers start contacting you.”

Khosa, who was previously in trucking, also has friends in that sector who have helped connect him with stores in the U.S. to get product. “That is 80% of the time how I’ve done it,” he adds.

Social media differentiation Trust Convenience’s ability and willingness to shake-up its product mix lends itself to content creation, thereby driving social and digital engagement. He has even drafted a brand handbook, which includes logo specifications, to be followed in advertising and marketing.

On Instagram, it has more than 8,573 followers. “Between me and my fiancée, we manage it,” says Khosa. “If we get something new in, and it is good, I’ll post product photos.”

The store also has dozens of glowing recommendations on Google reviews. “Amazing selection. Products you won’t find anywhere else in the city,” reads one from July, accompanied by a photo the reviewer snapped of their purchases, including Cocoa Puffs Popcorn with cocoa glaze and Tostitos con mas salsa verde.

Because a lot of the imported products are limited-edition, he says they always have room to bring in new products, giving shoppers a constant rotation of something new and fresh to consider.

“That is how we get a lot of repeat customers,” notes Khosa.

“People will tell us they came in to see if we had something new this week, or because they saw a social media post.”

Looking ahead Now more than two years in with the store, he says the operation is cash-flow positive, and proceeds are being reinvested in the business to further innovate.

A store renovation is currently underway to create two separated sections, taking advantage of the store’s front and back entrances.

“I am going to introduce cannabis in the back half of the store, and the front will be convenience like it is now,” explains Khosa, who notes the store is near a school and needs to keep being family friendly so the two spaces will be completely separated.

He also hopes to open a second Trust location next year.

But don’t expect it to look like the current store. “I don’t want to duplicate and multiply what we have now,” he says. “Each Trust should be their own destination.” CSNC know, they say, ‘Well, we have this in Canada, maybe the products they sell in Europe will be interesting, or taste better,’” says Khosa. “Their curiosity kicks in.”

Research shows customers are looking for variety and to be surprised.

According to a 2021 Mintel study, 43% of consumers say they look for new flavours all or most of the time.

Another 41% reported doing so occasionally. In other words, 84% of consumers are open to considering something they haven’t tasted before.

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BY MICHELE SPONAGLE

Dealing cards

Play them right and consumers’ growing love of gift cards can be leveraged to build foot traffic and bigger basket sizes

In recent years, the footprint for gift cards has expanded into convenience stores across Canada—a move that has proven to be successful for gift card providers and c-store owners. Customers now have new options for where they pick up gift cards aside from shopping malls, drug stores and merchants directly.

Generally speaking, Canada’s gift card industry has done very well over the last couple of years. Data from ResearchAndMarkets.com reflecting Q2 2022 results showed that business here is expected to grow by 8.6% annually to reach US$6901.5 million. Drilling down into convenience stores, the numbers mirror the same sunny forecast. The C-store IQ National Shopper Study highlights an uptick in gift card sales at convenience, with 13% of c-store shoppers purchasing a gift card in the past month, compared to 6% in 2019.

“The category is strong,” says Jason Groulx, vice-president, merchant services at Payment Source. “Payment Source’s Now Prepay network serves more than 4,700 locations across Canada and we expect that number to grow through the rest of the year. In early 2020, we saw 30% year-over-year growth and foresee strong sales to continue with an additional 7% growth into 2022 already.”

Now Prepay by Payment Source has been in-market for almost 20 years, offering hundreds of different brands. “While restaurant gift cards are making a strong comeback, the experience and gift-of-choice categories are very popular,” he says. “For example, we’re seeing strong growth with Happy Cards, which allow your customers the freedom to eat, shop or play at any of the stores appearing on the front of the card.”

One-stop shopping The blossoming relationship between c-stores and gift cards is a symbiotic one. “Convenience stores are the staple of their surrounding neighbourhoods and are a popular destination for most Canadians,” explains Groulx. “They are designed to provide their communities with a one-stop-shop for all their needs, including gift cards.”

The onset of the pandemic had more customers seeking gift cards from convenience stores since they remained open as essential businesses during lockdowns. Since people were unable to celebrate in-person together, sending along a gift card to a birthday or anniversary celebrant was a feasible, easy option. “This has bolstered the awareness among Canadians that these types of retailers are an available destination for purchasing gift cards,” he adds.

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Convenience Store News Canada

Adding popular prepaid brands that customers recognize and are looking to purchase is a great way to add extra income and instill repeat purchases at these types of retailers, says Groulx. “Many customers visiting convenience stores may be time-crunched and are looking for lottery products, confectionery or a last-minute gift while on the road,” he notes.

“Once they discover that gift cards are available and experience the simple buying process at convenience stores, brand recognition will become more apparent. Gift cards also act as a great add-on purchase, raising overall basket size.”

Turnkey category InComm Payments, a global payments technology provider, has seen similar success with its gift card offerings. “We continue to have a great year-over-year in the demand for gift cards,” says Marie-Hélène Senécal, the company’s senior director, retail, Eastern Canada. “There was a big flood of consumers that went into their convenience stores during the pandemic. They were able to quickly access the products they needed, including gift cards, at that point. Prepaid remains top of mind for customers and has become a way of life as well.”

InComm Payments works with more than 1,000 brands to create one of the largest assortments of gift cards in the industry. “For each channel, we look at the consumer demographic and really align a strategy for a merchant to offer the right product portfolio for the demand,” she says. Along with gift cards for restaurants, apparel, entertainment and more, the company is also seeing increased interest in the gaming category, partnering with companies like Sony, Xbox, Nintendo.

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A strong, diverse selection is a good driver of business for convenience stores, notes Senécal. “They are now very well recognized as a retail destination so offering gift cards is creating and keeping foot traffic. It’s a really turnkey program, very easy for convenience stores to work with our buyers. We really are the experts. We come in, we know the product, we do launches and really support them. We manage everything for them, from program launch to optimized planogramming, to analytics to merchandising, and ship products directly to them.”

Gift cards have the advantage of also not taking up a lot of valuable retail space. They hold no value until the customer pays for them and are validated at the cash—a desirable quality for the reduction of loss due to theft.

Providers of gift cards are finding that they are not always being gifted. More customers are using them because they feel uncomfortable about putting their credit card information online to make purchases, according to Senécal. Gift cards have a limited amount of exposure, and they can be used for everything from wireless services to apps and prepaid gift cards from companies like American Express and Visa.

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The future is in the cards To maximize the potential of gift card sales, especially with the busy holiday period on the horizon, c-stores should offer a variety of gift cards to meet customers’ growing and changing desires, recommends Groulx.

He notes that placement is critical. “We have seen the greatest success when store owners select a counter fixture or placement of larger fixtures near their checkout to sell gift cards,” he says. “Our counter fixture is designed to sit on the counter but not impede the sales clerk’s view and holds 18 card options. Now Prepay considers national sales trends to select and auto-refill the right gift card options for each convenience store, removing the hassle of inventory management.”

Looking ahead over the next 12 to 18 months, continued growth is expected. “If we continue this growth trajectory, it could become one of the main reasons Canadians visit a convenience store,” predicts Groulx. “By strengthening this sales channel, customers will increasingly see convenience stores as their one-stop-shop for all their needs, trust they can expect a seamless checkout experience and support their local community.” CSNC

In the lead up to the busy holiday season, consider this: • G ift cards don’t take up a lot of space.

• G ift cards are a valuable add-on, raising overall basket size.

• B usy customers rely on c-stores to be a one-stop shop–gifting included.

• A diverse selection is key to satisfying consumer demand.

• Prompt last-minute purchases by placing fixtures on or near checkout.

22_001953_CN_Conv_Store_News_SEP_OCT_CN Mod: July 25, 2022 12:20 PM Print: 08/05/22 10:42:18 AM page 1 v7

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Ready for lunch?

Over the past two years, it has been well documented how the pandemic has shifted countless aspects of daily consumption routines, ranging from preparation events to social dining and use of restaurants. Within all these changes, a key theme of our lockdown experience has been the rise in homebound habits.

However, as consumers slowly resume their pre-pandemic patterns of life, which for many includes commuting to and from work or school and picking up meals and snacks to eat on the go or at their desks, the demand for easy, grab-and-go options is on the rise.

Shifting context In the pre-pandemic period, Ipsos FIVE daily tracking diary reported that almost a third of occasions occurred outside the home, either on the go or at an away-from-home location.

Early lockdown confinement brought about a steep decline in occasions away from home and diminished portability demand. However, the June 2022 report release showcases a 27% rebound, with forecasts projecting further growth over the next year.

Daytime habits Consumers continue to eat away from home most often during the daytime (74% versus 26% in the evening).

Broken down: breakfast 9%, morning snack 17%, lunch 21%, afternoon snack 27%, dinner 19% and evening snack 7%. Morning and afternoon snacking represents a significant growth opportunity for c-stores.

The role of kids Close to a quarter (24%) of all items consumed outside the home during the daytime hours are eaten by kids under age 13. However, their parents have different habits: young family parents’

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lunching away from home remains down by almost 40% compared to pre-pandemic.

Top food options in kids’ lunch boxes include a variety of handheld, pick-and-pack options that meet needs around ease, speed and freshness, including fresh fruit, cheese and veggies, as well as snack items, such as granola bars, crackers, potato chips, yogurt tubes and cookies.

Beyond food options, beverages also play an important role in portable occasions, whether carried from home or sourced from immediate consumption channels during the day. Note, tap water is increasingly replacing traditional lunchtime beverages, including bottled water and carbonated soft drinks.

day’s increasingly conscious environment, it is critical to evaluate consumer priorities for individually sized formats suitable for away-from-home grazing, relative to rising concerns around waste and sustainable packaging priorities (e.g., single-use plastics).

In fact, FIVE’s latest report release reveals that one-in-five respondents (21%) says sustainable packaging strongly influences their lunch box item choices.

Consider the importance of reusable lunch bags, bento boxes and other convenient storage solutions.

Retailers should prepare to accommodate evolving demand for easy, quick, on-hand, tasty and value-driven portable meals and snacks throughout the day.

Keep in mind, robust pantry-loading habits renewed by many during lockdowns will be a key driver of easily assembled lunch solutions.

While convenience and on-hand availability tops midday demand, half of items consumed during the daytime hours (50%) are motivated by health needs. Be mindful that the holistic definition of what is inherently good encompasses nutrient and nourishment intake priorities, physical benefits and emotional well-being to fuel, uplift, energize and reset concentration and focus.

The balance of away-from-home daytime choices (50%) are motivated by rising demand for tasty, crave-worthy items that treat consumers.

When marketing and merchandising lunch and snack items, be sure to communicate key benefits, such as grazeability, filling gaps, saving money, taste personalization, being kid-friendly, boosting energy and reducing waste. CSNC

Consumer priorities The vast majority of portable, handheld meals and snacks throughout the day are solo occasions. However, in to-

Kathy Perrotta is a VP with Ipsos Canada Market Strategy and Understanding, working with Food & Beverage Group Syndicated Services.

BEVERAGES CONSUMED DURING THE DAY AWAY FROM HOME

2022 PERCENTAGE POINT CHANGE VS. PRE-PANDEMIC PERIOD

TAP WATER FRUIT/VEGETABLE JUICE/DRINK FLAT BOTTLED WATER CARBONATED SOFT DRINKS HOT BREWED COFFEE TEA ICED TEA REGULAR TEA SPECIALTY/FLAVOURED TEA DAIRY MILK

Convenience Store News Canada

7.9 0.8 -5.2 -3.7 -2.2 1 0.9 1.4 0.2 -0.5

SHUTTERSTOCK.COM / SOURCE: IPSOS FIVE R12ME JUNE 2022 VS. 2019

As consumers adjust daily routines, demand for easy, grab-and-go options is on the rise

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C-STORE

iQ

NATIONAL SHOPPER STUDY Technology Report: Consumers adapt to rapid innovation B Y M I C H E L L E WA R R E N

C-store IQ is the only convenience and gas specific study designed to better understand how the wants, needs, values and habits of Canadian consumers are changing and what that means for the future success of your business.

When asked, “What are the top areas where convenience stores need to improve in order to motivate you to shop there more often?”, product pricing came out on top (no surprise there), however, 20% of respondents had delivery, contactless shopping options and “embraces cuttingedge technology” as key areas for improvement.

Digging deeper, 33% of shoppers say the c-store they shop at most often is doing an excellent/very good job of embracing cutting-edge technology, 40% said good and 27% said fair/poor.

What’s changed?

Most shoppers are familiar with self-checkout and drive-thru, using them at other forms of retail before the pandemic hit. However online ordering

Shoppers who have experienced service overall

Shoppers who have experienced service at a c-store 49%

SELF-CHECKOUT AT REGISTER

45%

DRIVE-THRU 31%

HOME DELIVERY 27%

ORDER ONLINE, PICKUP IN STORE MOBILE PAY AT PUMP

25%

ORDER ONLINE, PICKUP CURBSIDE

25%

22%

48%

MOBILE PAYMENT APP (E.G., APPLE PAY)

44%

CONTACTLESS USING AI SENSORS 26%

MOBILE COUPON/DISCOUNT 19%

SELF CHECK-OUT AT REGISTER

10%

HOME DELIVERY

10%

SELF CHECK-OUT WITH RETAILER’S APP

16%

9%

DRIVE-THRU

9%

MOBILE PAYMENT APP (E.G., APPLE PAY)

15% 10%

ORDER ONLINE, PICKUP IN STORE

8%

CONTACTLESS USING AI SENSORS HAVE NOT TRIED ANY OF THESE

ORDER ONLINE, PICKUP CURBSIDE 6% 13%

7% 14%

21% Significant increase / decrease vs. pre-pandemic

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66%

MOBILE PAY AT PUMP

SELF CHECK-OUT WITH RETAILER’S APP 11%

21% 25%

MOBILE COUPON/DISCOUNT

and curbside pickup increased significantly compared to pre-pandemic, as did mobile app payments. When looking at convenience, two-in-three consumers used mobile pay at pump, with nearly half trying mobile payment apps.

While convenience shoppers demonstrate strong participation when it comes to mobile and contactless services, c-stores lag behind other store types on delivery, drive-thru and ordering online for pickup in-store or curbside. Grocery, mass merchants and QSR demonstrate the strongest consistency in participation across the various services.

Like other channels, convenience stores pivoted during the pandemic, many experimenting with online ordering for pick-up in-store, curbside or delivery for the first time. Shoppers appreciated the efforts, with all services generating strong satisfaction scores overall (mobile coupons and payment apps are particular standouts).

Where are the opportunities? At least one third of shoppers ranked self-

September | October 2022

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Convenience Store News Canada

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There’s no doubt that tech innovations are reshaping the convenience channel at a rapid pace, but what do c-store shoppers make of these changes? Overall, c-store shoppers are embracing technology in store and at the pump, which is in keeping with general consumer trends.

However, c-store shoppers see room for improvement when it comes to the industry’s use of technology to improve the customer experience, according to data from the C-store IQ National Shopper Study.

The pandemic accelerated business and consumer adoption of retail technology, prompting people to embrace all things frictionless, as well as delivery, curbside pickup, mobile payments and more.

Working with the research team at EnsembleIQ, Convenience Store News Canada surveyed more than 1,000 convenience shoppers across the country to find out how shoppers are using retail technology in general, as well as how convenience measures up to evolving consumer expectations.

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checkout at register, drive-thru, mobile pay at pump and mobile coupons/ discounts among the top services they would use at convenience if available.

However, despite increased access and familiarity with contactless checkout, more shoppers say they prefer human interaction (56%) over self-checkout (44%). Dig deeper, however, and we see differing opinions across the generations, with 51% of gen Z preferring self-checkout at register, compared to 36% of millennials, 31% of gen X and 23% of boomers. In turn, millennials are more willing to try contactless checkout using a retailer’s mobile app or AI sensors—24%, compared to 17% of gen Z, 10% of gen

X and 6% of boomers.

As technology evolves, so, too, does the idea of frictionless checkout and much is being learned about consumer behaviours in a post-peak pandemic world (read: “Check it out” p. 15).

What we do know is that the pandemic prompted retailers and shoppers to adapt quickly to technologies that reduced touchpoints. Many of these new habits are here to stay; looking ahead, the opportunity lies in tweaking and employing tech innovations that improve the shopping experience and provide people with the information they need to make informed purchasing decisions. It’s all about making customers’ lives easier.

First time usage of convenience store services: Before vs. during pandemic ORDER ONLINE, PICKUP IN-STORE

41%

59%

44%

HOME DELIVERY

56%

50%

ORDER ONLINE, PICKUP CURBSIDE

50% 59%

SELF CHECK-OUT AT REGISTER

Plus, be there September 13 at The Convenience U CARWACS Show opening conference for “C-store IQ: New era, new opportunities.” Join Beth Brickel, VP, research at EnsembleIQ, who reveals exclusive data and insights into the evolving wants, needs and values of c-store shoppers, from gen Z through millennial, gen X and boomer. CSNC

41%

MOBILE PAYMENT APP (E.G., APPLE PAY)

63%

SELF CHECK-OUT WITH RETAILER’S APP

63%

37% 37% 72%

MOBILE COUPON/DISCOUNT

28%

74%

DRIVE-THRU

26%

77%

CONTACTLESS USING AI SENSORS

23%

79%

MOBILE PAY AT PUMP BEFORE PANDEMIC

MORE C-STORE IQ DATA ONLINE

21%

DURING PANDEMIC

Preferred check-out method

13%

Ranked likelihood shoppers would use service at a convenience store if available

SELF CHECK-OUT / CONTACTLESS WITH RETAILER’S MOBILE APP OR AI SENSORS

50%

56%

AT REGISTER WITH HUMAN INTERACTION

41% 52% 22%

17% 23%

JASU HU

SELF CHECKOUT AT REGISTER

DRIVE-THRU

34%

14%

35% 48%

13% 19%

MOBILE PAY AT MOBILE PUMP COUPON / DISCOUNT

24% 33% 8% 11% HOME DELIVERY

6%

6% 4%

ORDER ONLINE, SELF CHECKPICKUP OUT CURBSIDE WITH RETAILER’S APP

Significant increase / decrease vs. pre-pandemic

CCentral.ca

26%

25% 31%

26% 35% 5% 8%

20%

19% 24% 5%

4% 8%

ORDER ONLINE, CONTACTLESS MOBILE PICKUP USING PAYMENT IN-STORE AI SENSORS APP

31%

SELF CHECK-OUT

Convenience Store News Canada

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