C&I Retailing Magazine April-May 2019

NATIONAL CIRCULATION 22,370

APRIL/MAY 2019

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CONTENTS

EDITORIAL

APRIL/MAY 2019

26

46

Healthy vs convenience

I

10 14 18 22 26 30

was recently in a convenience store off a main and long highway and as I waited in the queue for my hot coffee, I took a moment to look around and notice the actions of the people around me. There were two things that stood out to me, and both of which relate quite nicely with this edition of C&I. Firstly, I watched as a man in his late 30’s tried to work out how to best feed himself and his daughter in the most practical way, while his partner was in the queue for coffee in front of me. Together they looked at the FACETIME Tony Venema, Majors Group options in the fridges which consisted of cut up fruit, sandwiches, wraps and a few STORE REVIEW microwaveable meals. He debated out loud Caltex Foodary to his partner going to the McDonalds next door, but notes there isn’t anything ‘healthy AACS enough’ for him to eat. He then picked The need to keep pressure on something out, stood in the queue ready CATEGORY FEATURE: HOT COFFEE to pay. It was then that he looked around, RTD category is the second biggest, generating sales and noticed that there was nowhere for him of $1.7 billion in 2017. to sit while he ate his meal. So then he put the food back and went back to his partner, CATEGORY FEATURE: WHITE MILK Despite the challenges, milk has always remained a assumedly waiting to go McDonalds. key convenience foot traffic driver I hadn’t even thought about the fact that there was a microwave to heat food in, but CATEGORY FEATURE: PIES AND nowhere to sit and eat the food.

Thankfully the Foodary store we profiled in this issue has plenty of chairs and tables for customers to sit at, while they eat their food.

Take a look on page 14.

Back to me waiting for my coffee; the coffee available was a push button machine which seemed to have quite a lot of options.

When I got to the front of the line I searched through the options hoping to see soy milk (my milk option of choice) but when there was none I abandoned my spot in the line and went to the fridge to look for something else to drink.

While non-dairy and lactose-free milk options are few and far between, there are some convenience stores that are making milk options their priority. Read more about hot coffee and milk options on page 22.

Lucy Marrett Editor

PASTRIES

Sales of pies, pastries and rolls though convenience heats up

36 PRODUCT NEWS

C&I Choice, and all the latest in NPD

46 INNOVATION IN RETAIL 50 OPINION PIECES

Michelle Pascoe, Darren Park, Brett Barclay

56 PETROL NEWS

Dan Armes, Dover, Gallagher, Motor Mouth, roundup

6

64 SUPPLY April/May 2019 | C&I | FIND www.c-store.com.au

Safa de Valois

James Wells

Keith Berg

Ben Curtis

Jeremy Gough

PRIME TIME

LeVeL Lemonade Rolling Stones Limited Edition Lighters BIC® and Rolling Stones® have come together to create an exciting new range of limited edition design lighters highlighting the truly distinctive and recognisable designs from a band that’s been rocking the airwaves for over 5 decades! These lighters are available for a short time only and come in either 2 tier pre-packed displays with x100 lighters (x2 trays of 50) or as individual trays*. Don’t miss your opportunity to get involved with this series and chance to offer customers and Stones fans a genuine collectible!

For more information, orders and availability please contact your BIC® Sales Representative or contact us via email at bic.rollingstones@bicworld.com. *whilst stocks last

This high Magnesium, low sugar carbonated drink range, recently started rolling out into the Australian Convenience Channel.

“We are extraordinarily grateful to our launch partners (namely Caltex and Ezymart) for giving our innovative adventure the benefit of the doubt,” LeVel MD Chrish Graebner said.

“Initial demand was higher than expected which led to a few operational challenges which I am happy to report have been overcome.”

“We will now dare to engage into the next phase of initial distribution – the general route trade - through our wholesale supporters in every state.

“The aim remains building up availability and ironing out remaining tweaks over the next two quarters to then launch the National ‘LeVeL Lemonade on a new LeVeL’ advertising campaign.

“I am overwhelmed with the amount of encouraging feedback I am receiving from customers as well as consumers – I remain convinced that we are set up for a successful and exciting future.”

Majors Carpigiani

Allen's Chews

The Carpigiani 191 K SP is a single flavour counter top shake machine, perfect for small to medium sized businesses with moderate demand. Despite its compact size, the 191 boasts superior performance to other comparable machines in its category.

The 191 K SP features self-pasteurisation, and boasts a market leading 42-day cleaning cycle.

Features include a direct expansion cooling cylinder, which optimizes refrigeration efficiency for fast freeze downtime, less waste of product and energy saving. The interactive display communicates with the operator, delivering instructions and data regarding machine performance. Finally, self-pasteurisation ensures that the machine only needs to be cleaned and disassembled nine times per year, saving both time and effort.

Majors Group is proud to offer a range of extended warranties up to 5 years in length, along with a comprehensive preventative maintenance program for added peace of mind.

The 191 K SP is available with both 240v and 3 phase power. External dimensions are 52.3 x 79.6 x 90.45 (WxDxH).

Introducing two new flavours from your favourite lollies brand; Allen’s Chews. The newest variants are Allen’s Frooties and Allen’s Sherbies Sour Fizz Chews.

Deliciously soft and chewy, Allen's said they're the best fruit flavours ever.We think that everyone will love to …CHEW ON THAT Allen’s new Frooties are flavoured with a juicy rich blend of strawberry & blueberry, bursting flavours of blackberry & apple, a punchy mix of pineapple & lime, as well as very tangy orange & passionfruit.

Allen’s Sherbies Sour Fizz Chews are deliciously flavoured with: • Sour peach • Sour raspberry • Sour apple fizz Both variants feature their own individually wrapped lollies in a 150g bag. Both Frooties & Sour Fizz Chews come with our own 'twist' of humour with jokes on the wrappers which will give you even more to chew on!

New from Allen’s & in store now!

Published by C&I Media Pty Ltd (A division of The Intermedia Group) 41 Bridge Road (PO Box 55) Glebe NSW 2037 Tel: 02 8586 6292 Fax: 02 9660 4419 E: magazine@c-store.com.au

Publisher: C&I Media Pty Ltd Safa de Valois Commercial Director: Safa de Valois

Editorial Director: James Wells

Account Manager: Ben Curtis

Editor at Large: Keith Berg

Features Editor: Jeremy Gough

Editor: Lucy Marrett

Graphic Designer: Adrian Tipper

DISCLAIMER This publication is published by The Intermedia Group Pty Ltd (the “Publisher”). Materials in this publication have been created by a variety of different entities and, to the extent permitted by law, the Publisher accepts no liability for materials created by others. All materials should be considered protected by Australian and international intellectual property laws. Unless you are authorised by law or the copyright owner to do so, you may not copy any of the materials.

The mention of a product or service, person or company in this publication does not indicate the Publisher’s endorsement. The views expressed in this publication do not necessarily represent the opinion of the Publisher, its agents, company officers or employees. Any use of the information contained in this publication is at the sole risk of the person using that information. The user should make independent enquiries as to the accuracy of the information before relying on that information.

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April/May 2019 | C&I | www.c-store.com.au 7

FACE TIME

Majors Group New Zealand at Fine Food New Zealand 2018, Mr Tony Venema, third from left.

A MAJOR CAREER Tony Venema of Majors

Post school I have owned several businesses across a range of industries, including a bricklaying and concreting business, several restaurants, pizza and takeaway food stores.”

T

ony Venema was born and raised in Perth, Western Australia as the oldest of three children. Growing up, Tony knew he didn’t want to ‘work for the man’ and instead dreamed of being in charge of his own destiny and business career. He went to school at Guildford Grammar and Perth Modern where sports and business were his key focus points.

“I left high school early to pursue a career in hospitality in Victoria where I trained as a chef and worked in several hotels over the years, including a stint as Food and Beverage manager for the Sheraton Hotel in Darwin and cellar master at the Australia Club in Victoria,” Mr Venema said.

“Post school I have owned several businesses across a range of industries, including a bricklaying and concreting business, several restaurants, pizza and takeaway food stores.

“I always wanted to work for myself, or possibly I found that I thought I could do better than what I saw in my employment years, so with the skills I had developed prior to 1994 I ventured to Newman, Western Australia (1880km North East of Perth, in WA) with my partner and proceeded to build a successful group of shops in a town that was experiencing a massive boom.

“After the birth of our children, Sophia and then Rocco, the businesses in Newman were sold, along with accrued property interests and we moved back to Perth for the

10 April/May 2019 | C&I | www.c-store.com.au

benefit of our children and their prospects and future.

“I had always wanted to get involved with wholesale, as retail (hospitality) was not conducive, in my opinion to the time needed to be spent to raise a family. I wanted to be working Monday to Friday, and owning a strong business that had potential for growth - that was the dream.

Mr Venema took over the business on May 6th 2006.

“At that time, Majors was a good, profitable small business that had a great legacy in the market under the stewardship of past owner Mr Andrew Hooper, who had been at the helm for many years and was ready for retirement,” he said.

“Interestingly, after a short break, Mr Hooper returned to work shoulder to shoulder as a much-loved sales rep until he really was ready to retire.”

“We noticed that many companies in the Australian landscape had ice-cream and related products as a small percentage of their portfolio, but no business had a focus on the industry as an entire offer.

“So the vision for the business was to be the number one ‘Go-To’ operation in Australia and New Zealand and then into Asia for anything and everything Ice-cream and Gelato related. We only represent the global leading manufacturers in this market sector and to be as totally vertically-integrated as possible.

FACE TIME FEATURE

Advice for Suppliers

Majors Group Philippines Team

• Keep your debtor’s ledger well in hand and within the terms that you expect. Turnover is ego, cash flow is reality. Your difficulties can usually only be two-fold; People not paying within acceptable timeframes, and too much $ tied up in stock. Managing both is a daily challenge, and the added angst of importing from Europe throws an extra spanner in the works.

• Try to have your stock rotation ratio as fast as possible and try to ALWAYS have in the shed what your customers need and want: keenly balanced without overstocking.

• Invest heavily in soothsayers and fortune tellers who can assist you with their crystal balls to forecast and estimate what the public and, by default, your customers want to buy/consume over the next 12 months, whilst at the same time using the information to keep the banks happy!

• Have a very good and close relationship with your bankers. The more they understand you, your business and the potential ups and downs, seasonality and day to day activities, the keener they are to work with you. After all, they are partners in your quest.

• Always seek advice from people that you KNOW are smarter than you, and learn.

Advice for Retailers • The food game is hard, requires long hours and so often when business owners calculate the return on their time working in the business, it comes up very short of a satisfactory return.

• Innovation and ideas to keep the interest of a fickle audience is the key.

• I think the reality of understanding the three key growth factors is often missed.

• 'Bundle offers', increased customer count or 'bums on seats' married with incremental increases of 'spend per head' must be the focus.

Mr Tony Venema

“In 2016 we decided that the business really needed to become far more organised and structured than the 'typical' entrepreneurial business.

“Fiduciary and corporate governance would be needed to be well managed, in order to embrace the future opportunities and to be able to move in the corporate circles that the business was headed towards.

“The creation of the MGA (Majors Group Australasia) board and the introduction of our non-executive Director, Mr David Wheeler allowed for the structure and governance that we needed. David also brought to the table a wealth of direction and assistance, not to mention a close working relationship with our bankers.

“Today, Majors embodies that vision, and is the exclusive distributor in Australia, New Zealand and the Philippines for the world’s best gelato manufacturing equipment and ingredients. We represent Italian brands such as Carpigiani and ISA, which are globally recognised as the market leader.

The vision for the ‘one stop shop’ has evolved into our ‘360 degree’ program, which not only provides customers with the equipment they need, but also training provided by our partners at the William Angliss Institute, ingredients sourced from the experts at Rubicone and in-house finance and most importantly, our service capabilities where we are the only business in this space that has a team of dedicated

technicians to manage the needs of our customers, we refrain from out sourcing trades at all costs.

“It has given me great pleasure to see my children start to take an interest in the business and start to slowly understand and get involved.

“Our goal as a business over the coming years is to continue refine and master our specialised field and to be the undisputed expert in all of South East Asia. To constantly improve the service and performance levels of the team, their knowledge and expertise from the sales right through to the back end and furnace of the business, AR/AP etc. To grow and expand on our service capabilities is important, as the business is so refined that only well-trained people can operate. The key growth that we are focussed on is to bring other ranges of equipment that are manufactured by our exclusive partners into new and interesting market spaces, specifically petrol and convenience (P&C), fast moving consumer goods (FMCG) and quick service restaurants (QSR) where the quality of our equipment married with our service and full TCO (Total cost of ownership) offer is appreciated and well received.

“Following our successful launch into the Philippines in 2016, we saw at least five years of important growth, as we grew quickly taking on important brands like Scotsman ice machines. The Philippines is hot all year round, and with a burgeoning middle class, our products are growing in demand and volume daily. We are also looking forward to partnering with some great brands and initiatives including the Gelato World Tour and Gelato Down Under. Our customers can also expect the launch of some revolutionary new equipment, products and innovations over the coming months and years. C&I

Our goal as a business over the coming years is to continue refine and master our specialised field and to be the undisputed expert in all of South East Asia.”

April/May 2019 | C&I | www.c-store.com.au 11

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FEATURE STORE REVIEW

DESIGNER DREAMS A BROUGHT TO LIFE

s part of Caltex’s recent revamp and new-look store rollout, many of the classic Star Mart stores have been transformed into the convenience hub of food and services, The Foodary.

While the first The Foodary was a pilot store, it has been a successful business venture for the company. Two years after the first The Foodary in Concord, Sydney, Caltex has taken the transformation to another level, by employing two Australian interior designers in an attempt to change the current perceptions of what a service station should be.

The Foodary in Derrimut, Victoria

A Caltex spokesperson told C&I that The Foodary in Derrimut store was chosen for the design collaboration: “Our Derrimut store is the perfect store to transform with Alisa and Lysandra’s help – it’s located just outside of the Melbourne CBD and a popular stop for truckdrivers and families. We have more than 60 The Foodary sites across Australia, and customers are loving our barista-made coffee, fresh food, food for now and top-up grocery selection”.

Caltex’s General Manager of Convenience Development Helen Moore said The Foodary was a part of an evolving retail convenience strategy, providing customers with a convenient experience in both food and services.

The chosen designers, sisters Alisa and Lysandra Fraser are best known for their time on Channel 9’s The Block in 2013.

The Caltex spokesperson said: “Alisa and Lysandra are wellknown for their bathroom designs from Channel 9’s The Block and we knew we had to get the best in the business to give The Foodary at Derrimut the ‘wow’ factor”.

“Our builders introduced us and we soon realised that Alisa and Lysandra shared our vision to create a service station environment where customers would feel comfortable staying for a while to enjoy our food offer and other on-theroad amenities. We also worked with Alisa and Lysandra on our The Foodary store in Altona North, Victoria,” the spokesperson said.

14 April/May 2019 | C&I | www.c-store.com.au

STOREFEATURE REVIEW The Foodary in Derrimut, Victoria was recently opened with “arguably Australia’s best service station toilets and a food and coffee offer that will challenge long-held views of the Aussie ‘servo’,” said Ms Moore.

“Over half of Australians believe service stations have forgotten about service and we have been listening. It’s why we’ve rolled out a number of new store formats in recent years and taken a leap with this particular store by enlisting the talents of Alisa and Lysandra to design bathroom and shower facilities that will change customer perceptions of what to expect when they visit a service station,” Helen said.

Lysandra of, Alisa and Lysandra Design said the design and feel of the new store draws on elements common in household kitchen and bathroom interiors.

“With this project we have used modern design features such as forest greenery to create a fresh and inviting feel aimed at encouraging customers to take the time to relax and enjoy all that The Foodary offers. The bathrooms and showers are the centrepiece, bringing Scandinavian interior design elements that are very different to what you would expect at a service station.

it’s important a service station has a toilet, over half believe these facilities are somewhat or very dirty and over half will avoid using a service station toilet if they can”.

“35% would rather hold on than use a service station toilet, with 1 in 4 believing bad things happen in service station toilets,” the spokesperson said.

Further research into the concept found that over half of Australians believe service stations have forgotten about service.

“The new store reflects the changing nature of Australian service stations which are shifting to better meet the needs of consumers seeking better services and more convenience when filling up,” the spokesperson said.

The Foodary is fast-becoming famous for its barista-made coffee, food for now and its quick service restaurant (QSR) partners such as Boost Juice and Guzman Y Gomez. Surely the inclusion of designer toilets will only enchance The Foodary’s customer base. C&I

Our builders introduced us and we soon realised that Alisa and Lysandra shared our vision to create a service station environment where customers would feel comfortable staying for a while to enjoy our food offer and other on-the-road amenities.”

“We are proud to have worked with Caltex on this project – the new store shows how interior design can be used to improve the customer experience,” Lysandra said.

The spokesperson said: “The main design brief for Alisa and Lysandra was to tie in core elements from our The Foodary brand to the seating area and amenities, creating a stylish but comfortable environment for our customers”.

RESEARCHING THE CONCEPT Following research untaken by Caltex, 70% of Australians believe it is important for a service station to have a bathroom, but 60% will avoid using it if they can help it.

The Caltex spokesperson said: “The research was undertaken to measure Australia’s perceptions of service and facilities in service stations. It showed that while Australians overwhelmingly think

April/May 2019 | C&I | www.c-store.com.au 15

The peak body for the Australian Convenience Store industry, celebrating over 25 years of working for the industry.

RESEARCH REINFORCES THE NEED

TO KEEP THE PRESSURE ON Written by Jeff Rogut, AACS CEO When asked if they believe e-cigarettes should be available for people on the basis they are less harmful than traditional smoking, there was overwhelming support to provide people this alternative.”

Three key take-outs • 48% of all Australians (smokers and nonsmokers) feel strongly enough about the legalisation of e-cigarettes for it to influence their vote.

• 51% of all Australians (smokers and nonsmokers) would consider changing their vote if the major parties differed in their response to tackling the illicit tobacco trade.

• 45% of consumers support convenience stores having a licence to sell packaged alcohol, while 24% of people are neutral and just 31% oppose the idea.

T

he AACS recently commissioned a full refresh of the research we first undertook in September 2016 which investigated everyday Australians’ views on some of the topics crucial to our industry: illicit tobacco, the legalisation of e-cigarettes, the availability of packaged alcohol and the periodic threat of a sugar tax.

It was no small task partly due to the fact it was no small sample size. In all, 3,400 Australians of voting age were surveyed across a mix of states and territories, ages and gender.

We commissioned respected market research specialists SMR Global to undertake the work to ensure an independent view.

Unsurprisingly, most Australians are concerned about the flood of illicit tobacco hitting the streets in communities across the country. When asked if they believe e-cigarettes should be available for people on the basis they are less harmful than traditional smoking, there was overwhelming support to provide people this alternative.

Considering the fact that alcohol is available around the clock from drive-thru outlets, home delivery services and even off the Aldi supermarket shelf, most Australians believe convenience stores should be able to participate in this market.

And on the concept of a sugar tax, thankfully even Government fears the economic and employment consequences of another counterproductive and costly burden for consumers.

Perhaps most interesting is, on the whole, the fact that the key areas the AACS is focused on driving change in are increasingly on consumers’ radars. The February 2019 results provide an interesting bellwether on Australians’ views on these issues.

The AACS encourages members to increase the pressure on their local, state and Federal members to reinforce that the survey results are not limited to those of us in the industry.

The findings are not surprising given the environment of increased public dismay at the tactics of ‘big business’. It seems consumers demand a fairer go for small businesses too, as the fallout from topical issues like the milk-price wars, the anti-competitive tactics of the major supermarkets and even the banking royal commission leave a bitter taste in people’s mouths.

FINAL CALL FOR ENTRIES: THE AACS PETER JOWETT CONVENIENCE INDUSTRY AWARD It’s the industry scholarship that has kickstarted many careers in convenience but for those interested in submitting an entry, time is running out.

18 April/May 2019 | C&I | www.c-store.com.au

Participants are urged to contact AACS CEO Jeff Rogut urgently at jeff@aacs.org.au to advise their intention to enter.

Then it’s a matter of getting to work on a written paper of no more than 4000 words, or a PowerPoint presentation of 10 slides on the topic below.

“Convenience retailing is facing a number of challenges that may impact sales and profitability. Some traditionally high volume categories are in decline, and new threats and opportunities such as the focus on obesity and ‘better for you products’ are emerging.

How would you recommend tackling the future so that the Convenience industry continues to grow profitable sales by satisfying evolving customer needs? You may use data and information available from other countries in your analysis and recommendation.”

Remember, there’s a new judging format this year and it will put finalists in front of the some of the convenience industry’s most important movers and shakers.

Finalists will present their entries to judges from retail and supplier member companies, including senior executives, to showcase their ideas to some of convenience’s key influencers.

Then two winners will be selected to present to everyone at the AACS Convenience Leaders Summit in Sydney on the 15th August 2019 before joining the AACS Overseas Study Tour to the USA in October 2019. Speaking of which…we are making a final boarding call for passengers.

PAGING YOU: THE AACS OVERSEAS STUDY TOUR IS HEADING TO THE US

Places are filling up fast for the AACS Overseas Study Tour to the United States from October 7-11 this year. For a first-hand experience of an industry at the centre of global innovation in convenience, book your place now.

We’re going to Los Angeles and San Francisco. We’re picking the brains of pioneers in Silicon Valley.

We’re getting a glimpse of the future: unstaffed store technology, driverless car deliveries, even the first iterations of artificial intelligence in convenience. It will be an experience not to be missed.

AACS CONVENIENCE LEADERS SUMMIT AND GALA & AWARDS DINNER 2019

Come to the AACS Convenience Leaders Summit on August 15th and you’re sure to be inspired by some of the guest speakers joining us.

To be held at the Sydney Convention Centre at Darling Harbour, the Summit will be followed in the evening by the AACS Gala & Awards dinner 2019 at The Star. This year’s theme is Embrace Change and everyone in the industry will benefit from coming along.

Do not miss a terrific program of speakers bringing a local and international perspective for our industry as well as presentations from the AACS PJ Award competition during the day, followed by the much anticipated Gala & Awards dinner in the evening. This will again be followed by an excellent after party, proudly sponsored by The Distributors.

Some of the speakers that you will hear at the AACS Convenience Leaders Summit on August 15th:

FRANK BEARD, USA

Frank Beard is a speaker, writer, and convenience retailing analyst and advocate.

Through his role as an Analyst/ Evangelist for Convenience Store and Retail Trends at GasBuddy, Frank discusses industry trends with the media, takes a leading role in thought-leadership, and contributes to the marketing and success of GasBuddy Business Pages – a SaaS platform relied upon by leading fuel and convenience retailers for digital listings, reputation management, and location-based market intelligence.

He also works closely with state and federal emergency management officials to help navigate fuel shortages.

As an industry advocate, Frank has raised significant awareness of convenience retailing’s move towards “fresh and healthy". His “30 Days of Gas Station Food” experiment helped combat negative public perceptions and showed that convenience retailing does, in fact, support those who choose to live healthy, active lifestyles. He continues to support this message through work with healthful living organizations at both the national and state level.

Frank is a regular contributor to NACS Magazine, NACS Daily, and is a frequent guest on the Convenience Matters Podcast. His retail analysis and awareness campaigns have been featured in USA Today, the Washington Post, NPR’s All Things Considered, People.com, Men’s Health, Thrillist, and many regional radio shows and news publications. Frank has presented at the NACS Show, Outlook Leadership, Convenience Retailing University, the Partnership for a Healthier America’s Summit, and numerous regional and corporate events.

MARK DONALDSON VC

The VC was introduced on 29 January 1856 by Queen Victoria to honour acts of valour during the Crimean War. Since then, the medal has been awarded 1,358 times to 1,355 individual recipients. Only 15 medals, 11 to members of the British Army, and four to the Australian Army, have been awarded since the Second World War. Corporal Mark Donaldson is an Australian Army soldier and our first Victoria Cross recipient in 40 years.

He joined the Australian Army on 18 June 2002 and demonstrated an early aptitude for soldiering. After initial training, he was allocated to the Royal Australian Infantry

Corps and posted to the 1st Battalion, Royal Australian Regiment, before successfully completing the Special Air Service selection course in February 2004. Since that time he has been deployed on operations with the Special Air Service Regiment on several occasions.

On 2 September 2008, during the conduct of a fighting patrol, (then) Trooper Donaldson was travelling in a combined Afghan, US and Australian vehicle convoy engaged by a numerically superior, entrenched and coordinated enemy ambush. For his actions on this day, Trooper Donaldson was subsequently awarded the Victoria Cross for Australia.

Trooper Donaldson’s citation reads: “For most conspicuous acts of gallantry in action in a circumstance of great peril in Afghanistan as part of the Special Operations Task Group during Operation SLIPPER, Uruzgan province, Afghanistan.”

On 16 January 2009, (then) Trooper Donaldson was vested with the Victoria Cross for Australia by the GovernorGeneral, becoming the first Australian to receive the award since the Vietnam War. On 25 January 2010, Corporal Donaldson was recognised for his outstanding example to Australia’s youth and announced as the Young Australian of the Year by the Prime Minister in a public ceremony on the lawns of Parliament House in Canberra.

In November 2013, Corporal Donaldson released his memoir, The Crossroad: A Story of Life, Death and the SAS. Corporal Donaldson has been wounded in action twice; he has been deployed to Timor-Leste (East Timor), Afghanistan and Iraq; and he continues to serve full-time in the Australian Army today.

FURTHER INFORMATION: Jeff Rogut Chief Executive Officer Australasian Association of Convenience Stores Ph: +61 467 873 789

MEDIA ENQUIRIES: Stephen Naylor Wise McBaron Communication Ph: +61 (2) 9279 4770

SHAUN COUSINS, EXECUTIVE DIRECTOR RETAIL AND CONSUMER ANALYST AT J.P. MORGAN

One of the leading analysts in Australia today. Not to be missed.

CORINNE BARCLAY, DIRECTOR CONVENIENCE MEASURES AUSTRALIA

Corinne is the co-founder and Director of Convenience Measures Australia, a leading provider of up to date insights in all matters Convenience. She has been involved in the FMCG industry for over 15 years, working for both Suppliers and Agencies across Research, Sales, Category and Activation. Corinne’s expertise and passion is with the Shopper, and how understanding their behaviours, attitudes and needs will deliver results.

AACS PJ AWARD WINNERS

See the winning presentations from our AACS Retail and Supplier Award winners. More speakers are to be announced soon.

Lock in the date – 15th August at the Sydney Convention Centre 9:30am until 4:00pm. Refreshments and lunch will be available.

Also visit the C&I EXPO to be held at the Sydney Convention centre on the 14/15th August. C&I

Convenience retailing is facing a number of challenges that may impact sales and profitability.

Some traditionally high volume categories are in decline, and new threats and opportunities such as the focus on obesity and ‘better for you products’ are emerging.”

April/May 2019 | C&I | www.c-store.com.au 19

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Driving Profitability for Convenience Stores Harness the benefits of our 1000 store strong buying power for your store.

With over 1000 members, UCB are Australia’s leading “Buying and Merchandise Support Specialists” for Independent Service Stations and C-Store Operators.

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2 FOR

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- Any 2 for $4.99

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The Counter Mat is to be displayed on the main register counter. The two pieces of ticketing should be Cadbury King Bars on one end and Coca-Cola 600mL on the other end, to be displayed as shown.

Magnum Ice Cream Variants - Any 2 for $6.49

Ice Break 750mL & Mrs Mac's Giant Sausage Roll Combo - $5.99 Combo Combo Deal

Nestle Medium Bars

Two great brands in Mrs Mac's and Ice Break come together combo value on the Giant Sausage with Roll and Ice Break together as a breakfast – upsell or snacking option.

- 2 for $3.99

This period we are launching the NEW Kitkat Mint Choc Whirl 45g & Kitkat Triple Choc Whirl 45g. Add in a few favourites such as Aero, Chokito & Smarties to this '2 for' deal to maximise sales.

Work with your Nestle or Wholesaler Representativ effective Off Location e to build an display.

Drumstick Messina Variants - 2 for $6.99

Freezer Promotion

Your shoppers will be looking to try the delicious NEW Drumstick Messina this Summer.

Drumstick Messina is the NEW super premium range that takes the Drumstick next level with flavours cone experience to the developed in the Messina kitchen.

Be sure to have plenty of stock in your impulse freezer.

2019 CATEGORY STRA TEGY

Freezer Promotion

This period we are launching the NEW Magnum Almond Dairy Free & Magnum Macadamia Coconut.

On promotion with the full market leading Magnum stick range, these great new drive sales through what can be our warmest products are sure to month.

This period we are promoting the best-selling range, featuring the Cadbury King Bar great NEW Cherry Ripe Dark Ganache.

The 2018 AACS State of the industry “Half Yearly Update” reported chocolate bars as the number 1 snack item type purchased, representing 23% of all snack sales.* Work with your Cadbury or Wholesale Representativ you have plenty e to ensure of your best-selling variants stocked maximise sales and in order to profitability from this activity. * Source AACS 2018 Half yearly

Off Location Promotion

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Counter Unit Promotion

There's something for everyone in this tempting impulse Unit activity.

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2019 CATEGORY STRATEGY

DRINKS

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$5.99

Don’t forget to look at for the Maximus – 'TASTE FUNNY? WIN MONEY' shopper promotion.

This is a fun way to drive your Maximus sales.

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Call UCB for further information today on 02 9899 4800 or email info@ucbstores.com.au

RTD HOT COFFEE

RTD HOT COFFEE The RTD coffee category is the second biggest, generating sales of $1.7 billion in 2017.

Hot drinks was the largest growth driving product segment beyond tobacco, having broken into the industry’s top 10 sellers in 2017”

T

he Ready-to-drink (RTD) category within the convenience market has always been a popular one, though its popularity varies from store to store. According to the Australasian Association of Convenience Stores (AACS) 2017 State of the Industry Report (SOI), the RTD category is the second biggest, generating sales of $1.7 billion in 2017.

“IRI MarketEdge captured a 26% spike in new hot drink SKUs in the last 2 years across scan market accounts, but the YOY acceleration in 2017 was slower (+6%).”

The SOI Report stated there was an actual growth of +$40 million, with a margin of 47.9%.

According to Convenience Measures Australia (CMA), the hot coffee shopper visits 30% more than the average shopper however items purchased percentage is 15% below the average.

“Hot drinks was the largest growth driving product segment beyond tobacco, having broken into the industry’s top 10 sellers in 2017,” the report said.

“RTD growth, and hot drinks especially, is not being realised equally across retailers with variable performance ranging from mid-single digit declines to double-digit growth.

22 April/May 2019 | C&I | www.c-store.com.au

Coffee, as a beverage has seen a boom in recent times, especially in convenience stores where barista-made coffees are becoming less of a rarity and more of a necessity.

“20% of hot coffee shoppers purchase a food-on-the-go item with a bakery snack being the number 1 item,” CMA said.

“The number one reason for purchasing hot coffee from convenience stores is good quality, followed by price.”

RTD HOT COFFEE DAILY GRIND Franke Coffee is a family owned business that has many years of experience within the convenience industry.

Franke coffee station

Franke Coffee Sales Director Oceania David Downing said the family owned business has: “a very simple philosophy, we thrive on innovative engineering and outstanding design. Not only do we deliver excellent products, but also tailor-made solutions for the complex needs of our customers”.

“We evolve with our clients businesses; everything we do should be and is unique – from the products we develop to the way we deal with our customers, partners, and employees,” Mr Downing said.

Franke offers many variations in fully automatic coffee systems, as well as a semi-automatic system and modular system.

We evolve with our clients businesses; everything we do should be and is unique – from the products we develop to the way we deal with our customers, partners, and employees.”

Mr Downing said: “Our key differences aren’t solely based on our range of equipment options, configurations, technology, innovation, but in our ability to immerse ourselves into our clients' businesses allowing us to fully understand what makes them tick, the pinch points which impede growth and development of strong coffee programs”.

Franke coffee station

“We work closely with clients in the development and deployment of workable solutions, for example focusing on either menu development, beverage development, technology to support ‘on the go’ product range etc,” he said.

Within the convenience market, Mr Downing said in Australia, the company has developed various products and systems including under-counter milk bar fridges and deliver systems, tap&go with QR readers which offer expansion of loyalty programs.

“Telemetry is important, it’s the future, we’ve taken our time to get it right, our platform can now download commercial and technical information but importantly we can upload software, profile changes, individual drink profiles and promotional material both imagery and video,” Mr Downing said.

“Our National ‘After Sales’ technical support structure is National, this enables Franke to propose a 100% closed loop solution across any convenience network, we deliver what we say.”

Franke has some exciting innovations including the iQFlow™ and Telemetry. “iQFlow™ is a disruptive Franke technology that revolutionizes the traditional espresso extraction concept,” said Mr Downing.

“It extracts more flavour under constant pressure throughout the entire extraction time than previous systems. It enables our customers to design their individual taste profile. Each pre-set taste profile is ensured in real time. iQFlow™ opens up the space to create an entirely new coffee experience.

“Telemetry: Developed for fleets across multiple regions, Franke Digital Services provide control and a clear view of April/May 2019 | C&I | www.c-store.com.au 23

RTD HOT COFFEE

20% of hot coffee shoppers purchase a foodon-the-go item with a bakery snack being the number 1 item.”

AT A GLANCE • Ready to drink (RTD) coffee isn’t just limited to hot beverages; there are plenty of cold coffee offers in the fridges at convenience stores that are also RTD and differ from the average iced coffee beverage.

• Luxe Brew offer a 200ml Premium Cold Brew Coffee that is brewed over 24 hours, creating a cold brew coffee that is bright, crisp and bold in flavour in aroma.

• Moccona also have a new cold coffee product on offer, Moccona Ice Brew which is a light and refreshing coffee, low in calories with nothing artificial.

• The Food Revolution Group has just released a Coffee Kombucha that is produced with a traditional brewing method using real tea. It uses real coffee extract to give the Kombucha the real coffee taste. There are no artificical flavours or preservatives and it is naturally low in sugar.

all activity and information crucial to profit, in-cup quality and machine uptime.

in terms of service expectation which is how long they wait for a cup of coffee,” Mr McKay said.

“There is also the ability to update and configure remotely, reducing the need for on-site visits. This makes your business more agile and responsive, for example when running promotions.”

“Coffee is our religion” is the main sentiment from Eddy Nader, owner of Urbanista.

The Head of Coffee ANZ at Suntory Coffee Steve Wrightson spoke of the brand Mocopan Coffee with C&I: “Mocopan Coffee is a humble brand that’s built its success on developing quality and consistent blends and connecting with its customers”.

Mr Wrightson said he loved working at Mocopan, and the business that was established in 1953 has evolved into one of the industry's greatest sleeping giants, quietly fuelling cafés, restaurants, and homes with its traditional range of espressobased blends.

"We are most proud of our customer partnerships we’ve developed, and the team culture we’ve built as a company where an individual can really make a difference.

“We’re proud of what we’ve achieved. The convenience market has exploded in the past five years with customers realising that convenient coffee doesn’t have to equate to a reduced quality,” Mr Wrightson said.

“We’ve tried to create great coffee for our corporate contracts and coffee-on-the-go customers by using our specialty smarts and bringing that into scaled businesses.”

RETAILERS AND THEIR COFFEE In April of 2018, 7-Eleven CEO Angus McKay spoke to C&I about the company’s goal to sell 500 coffees per store, per day.

Mr McKay said the company sold a lot of coffee, “it is good coffee and it is a good offer”, and the key is to get ahead of demand.

“The core issue for us is actually making sure that stores can cope with that kind of volume. We have some stores that have still only got one machine, and we know the math of what a machine is capable of doing, we know what the customer wants

24 April/May 2019 | C&I | www.c-store.com.au

“At Urbanista, we live and breathe coffee, it’s our religion! Our beliefs were validated when we opened our first Urbanista store in Smeaton Grange back in 2015 and coffee quickly became the core of our offer. Ever since then it has been our core focus and a key driver of our customer service values.

“You see coffee is personal and we need to cater for our customers' personal choices. To do this we embarked on a journey of learning with our coffee roaster, Suntory Coffee. A plan was developed to make sure that our offer was not 'just' another coffee offer, but an offer that kept customers wanting to come back for more. This meant offering our customers choice, like alternatives to dairy and adopting a menu that would be at home in any high street café.

Speaking of milk, we actually offer ten different milk types, the latest being oat milk, which is currently the biggest selling nondairy coffee milk in the USA and on the rise in Australian cafes.

“Always looking for something new, we launched High Protein Coffee by using The Complete Dairy (Lion) High Protein Milk and it’s been a huge success. We use Parmalat’s Café Crema as our main milk for Coffee and even though it is slightly more expensive than regular white milk, it actually makes the coffee taste smoother and creamier.

Having these types of choices for our customers has helped us become recognised as a coffee destination, not just another convenience store that sells coffee.

“We also have the one thing that many regular coffee shop owners don’t, and that is onsite parking, and that is why coffee, moving forward will be a category in convenience that will continue to grow. Years ago, coffee was just a small part of our offer, but now it drives our total offer. I remember when we were worried about what would replace cigarette sales as the category declined, well at Urbanista, we just found another addictive product to sell.” C&I

WHITE MILK

WHITE GOLD Despite the challenges, milk has always remained a key convenience foot traffic driver

A

fter nearly a decade, the ‘milk war’ between the major supermarkets is finally showing signs of coming to an end. Both Coles and Aldi recently announced they were to follow the lead of Woolworths by abandoning their $1-a-litre milk and increase the price by 10%. The move will no doubt bring huge relief to the nation’s beleaguered dairy farmers and, to a lesser extent, convenience store operators.

White milk has long been one of the staple convenience store products. It is traditionally a huge foot traffic driver. When the milk war began in January 2011, the fear was that forgetful customers would no longer be quite as willing to swallow the inevitably larger price differential between the channels in order to get their emergency milk from their local convenience store.

In the event, the worst fears of convenience store operators largely failed to materialise. Through a combination of clever category management and by being prepared to make some adjustments to pricing, stores reduced the impact of the supermarket price war. Customers showed themselves largely willing to pay a slight premium to ensure they could get milk for their children’s morning cereal as quickly as possible.

Research shows milk shoppers choose convenience stores because ‘it’s closer to my house’, ‘it’s quicker than a supermarket’ and ‘it’s an emergency and all that I need is milk’.

Nonetheless, the thawing of the supermarket milk war will still be seen as positive news in convenience circles. The importance of the category in the channel is difficult to overstate.

26 April/May 2019 | C&I | www.c-store.com.au

WHITE MILK According to Convenience Measures Australia, the white milk shopper has 30% more items in the basket versus the average shopper, and is strongly skewed towards a top-up shop at 65% versus overall average of 9%.

The most recent State of the Industry Report from the Australasian Association of Convenience Stores (AACS) says that milk is a natural basket addition for those embracing a ‘little and often’ approach to pantry replenishment.

White milk sales in Australia are dominated by Parmalat, which is responsible for the Pauls brand; and Lion, which boasts the Dairy Farmers and Pura brands.

To maximise category sales, it pays for retailers to stock a variety of products with options across pack sizes, fat types and product functionality. It is important that a consumer can find the particular brand they are loyal to, or wish to purchase, at any time of the day.

Research showed that many shoppers would rather walk away and go to another store if they can’t find their regular milk.

Customers want reliability and assurance when purchasing white milk, and so the right range meeting the needs and tastes of the customers should be the highest priority.”

Customers want reliability and assurance when purchasing white milk, and so the right range meeting the needs and tastes of the customers should be the highest priority.

Marker research company Euromonitor International reports that full fat fresh milk is continuing to gain popularity in Australia as consumers increasingly move away from fat-free and semi skimmed varieties. The AACS attributes this renaissance of full fat dairy to a wider shift back to real, whole foods.

Non-dairy alternatives provide growth opportunity While milk remains at the very heart of convenience store profitability, there are signs that consumers are increasingly beginning to look at non-dairy alternatives.

Whether it be due to health reasons such as lactose intolerance or for concerns over animal welfare, plant based milk is rapidly growing in popularity. Given the space restrictions faced by most convenience stores, the emerging segment is still far more prominent in grocery … but that could be about to change.

Aztec data shows that in grocery, plant milk retail sales exceed $311M annually and are growing at 10.7%. By contrast, convenience sales are just $1M per annum.

Companies such as Vitasoy, which produce products such as soy milk and almond milk which already sell well in supermarkets, are convinced there is plenty of untapped potential in convenience.

Vitasoy Managing Director Chris Gillard said: “We believe there is considerable growth still to come for the category generally but, more specifically, within convenience which is coming off a very low base”.

“Consumers who enjoy plant-based milk are typically adding it to their dairy consumption rather than replacing dairy, which means overall purchase and consumption is increasing,” Mr Gillard said.

Interestingly, Vitasoy says flavoured plant milk is the largest segment of plant milk in convenience and it recently launched Vitasoy Whole range – a flavoured range of plant milks in a 330mL PET bottle – in an effort to capitalise on the trend.

“Generally, consumption of non-dairy milks seems to be driven by consumers who love flavoured milk but are monitoring how much dairy they consume,” said Mr Gillard.

“Vitasoy Whole allows these consumers to enjoy more flavoured milk consumption because it is seen by these people as a healthy option with the goodness of plants.”

Consumer choice and range is then really important for the convenience sector as it moves to compete with grocery as a destination for everyday purchases.

This could include stocking a good variety of plantbased milks for a range of consumption occasions. The category’s growth and prevalence in Australia’s changing dietary choices means it will become increasingly important for convenience to stock it, or miss a potential opportunity for growth.

Vitasoy says that while many people think that plantbased milk is a niche category, the reality is that more than 35% of Australian households have bought the category in the last year.

“Plant-based milks are rapidly entering the mainstream, so it makes sense to us that they are merchandised prominently and in the higher traffic areas,” said Mr Gillard.

“With the emergence of ready to drink flavoured variants and increased consumer interest, we believe plantbased milks will become an important sales contributor for convenience, if they are provided with prominent positioning in high traffic store areas.”

April/May 2019 | C&I | www.c-store.com.au 27

WHITE MILK

Consumers who enjoy plantbased milk are typically adding it to their dairy consumption rather than replacing dairy, which means overall purchase and consumption is increasing,”

In the State of the Industry Report, the association says this trend is best illustrated by the extremely strong performance of the Pauls Farmhouse Gold brand in both grocery and convenience.

According to the report, full cream milk accounts for a 70% dollar share of sales through convenience, with reduced fat milk accounting for 26%.

AT A GLANCE • The white milk shopper has 30% more items in the basket versus the average shopper, and is strongly skewed towards a top-up shop at 65% versus overall average of 9% • Full fat fresh milk is continuing to gain popularity as consumers increasingly move away from fat-free and semi skimmed varieties as part of a wider shift back to real, whole foods.

• Bundling white milk with other ‘staple’ products such as bread is a proven sales driver as it presents the customer with an appealing value offer and increases their overall basket size.

• While plant milk retail sales exceed $311M annually in grocery and are growing at 10.7%, sales though convenience sales are just $1M per annum indicating a lot of untapped potential in the channel.

With an extra creamy texture and flavour, Farmhouse Gold highlights the resilience of full cream milk and the willingness of customers to sometimes embrace higher priced branded items.

Another brand seeking to differentiate itself is a2 Milk which claims to be the only fresh milk that comes from cows handpicked to naturally produce only the A2 protein, and no A1 protein.

The company says a2 milk is popular with many consumers who enjoy the quality, taste and benefit, and who are not price sensitive in the dairy cabinet. It says that all conventional cows’ milk contains a mixture of the A1 and A2 proteins, and many people who have made the switch from conventional cow’s milk to a2 Milk say that they can feel the difference. a2’s marketing manager liquid milk Jane Staska said: “We believe the typical C-store operator should have an a2 Milk offering within the white milk category to meet the increased demand from consumers for a wider range of options within this important category”.

“It is important that shoppers do not gain the perception that convenience stores will not have a2 Milk as our consumer insights tell us that a2 Milk purchasers are very brand loyal with almost 30% visiting another store to purchase if out-of-stock,” Ms Staska said.

The company says that while the scale of the grocery channel has been important in developing the success of a2 Milk, the convenience channel will be a key focus to continue the brand’s future growth and distribution reach.

28 April/May 2019 | C&I | www.c-store.com.au

“We see the C-Store market as an important strategic channel to continue to grow the a2 Milk customer base,” said Ms Staska.

“C-Store customers purchase a2 Milk based on need and the traditional top up shop.”

As well as stocking the right range, convenience store operators also need to focus on other aspects of category management in order to maximise the opportunity represented by white milk.

Having the fridge in a highly visible location is important to remind shoppers to purchase, and clever Point of Sale material and category promotion can help capture impulse purchases.

Keeping stock levels up is critical. There is no substitute for milk.

If it is out of stock, retailers will lose sales. Therefore ensuring fridges are replenished frequently and fast moving products are given adequate facings to ensure there is still stock in peak times are obvious ways that retailers can avoid lost sales.

There are often a lot of brands and a lot of choices in a milk fridge, so grouping similar brands, segments or sizes with clear signage will help customers shop the category efficiently.

Ensuring brands have best positioning at eye level will also assist in growing category value.

Another proven sales driver is to bundle white milk with other ‘staple’ products such as bread. This presents the customer with an appealing value offer and increases their overall basket size.

In terms of pack size, two litres continues to be the dominant size for the white milk category, being the perfect size for family households.

While the category has faced its share of challenges through convenience in recent years, the importance of white milk as a foot traffic driver and profit generator has remained constant … and looks set to do so long into the future. C&I * Convenience and Impulse Retailing would like to thank Parmalat, a2 Milk, Vitasoy, Convenience Measure Australia, and Euromonitor International for supplying information for this article.

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REAL COFFEE. NO BS. For more information please contact your Parmalat Sales Representative Parmalat Australia Pty Ltd 35 Boundary Street, South Brisbane QLD 4101 Phone: 1800 000 257 Fax: 1800 335 188 Email: sales@parmalat.com.au

PIES AND PASTRIES

FOOD FOR THOUGHT

Sales of pies, pastries and rolls through convenience heats up

T

he emergence of on-the-go food in Australian convenience is continuing apace as the channel responds to changing customer habits and expectations.

According to the most recent report from the Australasian Association of Convenience Stores (AACS), dollar growth in the category exceeded 12% for eight successive quarters, and that’s despite intensifying competition from quick service restaurants and online food delivery platforms such as UberEats.

IRI’s MarketEdge said the three key product segments – sandwiches, fresh cakes, and hot pastries – collectively accounted for over 85% of on the go food dollar sales, and all sustained an upward growth trajectory.

Hot pastries enjoyed 10.3% unit growth and dollar growth of 8.1%, indicating a bright future for that segment but there is still work to be done.

AACS chief executive officer, Jeff Rogut said: “The category’s performance is ongoing evidence that the petrol and convenience industry has successfully adapted and focused on providing a stronger on-the-go food offer and food services”.

“To have continued credibility as a sought after food ‘destination,’ petrol and convenience operators must invest in the quality, variety, health and freshness of the offer,” Mr Rogut said.

According to Convenience Measures Australia, pastries represent one in four of total food-on-the-go basket penetration, and the pastry shopper averages 19% more in basket value versus the average shopper.

The segment then represents a significant opportunity for convenience store operators. The AACS State of the Industry Report said that on-the go food’s continued growth momentum is a story of retailer investment as supply chains bring ‘new news’, making it a key destination mission outside of fuel.

Understanding the customer is critical. The convenience channel is a perfect fit with breakfast and snacking products as people commonly pop into a store to refuel first thing in the morning, or on their way home after a busy day. Convenience Measures Australia said pastry shoppers significantly over index to male shoppers, with 73% versus the average of 62%.

Market leaders such as Patties Foods which is responsible for the Four’N Twenty and Herbert Adams brands said its products cater to the needs of seven distinct shopper groups: tradies; office workers; students; caretakers; shift workers; sales reps/truck drivers; and millennials.

The company said the majority of its sales come between 6am and 10am, with tradies commonly seeking to buy their breakfast pie or morning tea at convenience outlets.

For its part, Simplot Australia which sells the iconic, retro Chiko Roll as well as range of products in its Chiko snacking range said its typical consumer is aged over 30.

Simplot Australia Senior Product Manager Sharon Reid said: “They buy across all day parts, with key consumption times mid-

30 April/May 2019 | C&I | www.c-store.com.au

PIES AND PASTRIES morning, afternoon snacking and lunch times, consumed on the go or when on a break”.

“They love the unique flavour and taste and they buy because it’s ‘Aussie’, fun and nostalgic…Chiko Roll takes them back and reminds them of childhood,” Ms Reid said.

Balfours Bakery, which boasts such products as Balfours Square Pie and the Kransky Banger, says retailers need to understand their market to ensure whatever is on offer matches the tastes and requirements of their consumers.

Balfours Brand Manager James Askham-Levy said: “Brand trust, more than ever, plays an important role in the impulse purchase decision and ensuring brand recognition at store level enables retailers to ensure product appeals to their consumers”.

“While some stores are diversifying their in-store experience to include branded, stand-alone offers within store, some are putting more focus towards fresh savouries and sweets to cater for seasonal demand,” Mr Askham-Levy said.

Mrs Mac’s Pies is also well aware of a trend towards ‘fresh is best’, and says a better presentation for the category brings in more customers.

Mrs Mac’s head of fuel and convenience Daniel King said: “It creates trust that the items are fresh and also that each store is behind the category”.

“If you create a strong hot food zone in store, you should be able to stack them high and watch them fly,” Mr King said.

Mrs Mac’s said the secret to maximising the sales opportunity is to offer customers a full pie warmer, clear price architecture that drives value every day, as well as meal bundle deals and regular consumer promotions.

“It is very important to have enough stock on shelf, that you have a variety of SKUs, and are able to provide a customer a price they can trust to be value all day every day on core products,” said Mr

King. “By doing this you will create a category that is attractive to core users, but also become more attractive to light users, therefore increasing basket size and customer foot traffic.”

Simplot Australia agreed that having well merchandised product, hot and ready to grab and go is only going to increase revenue and profit.

“Consumers buy with their eyes, therefore presentation and merchandising of the hot food display is critical to driving both sales and repeat purchase during key peak selling periods throughout the day,” said Ms Reid.

If you create a strong hot food zone in store, you should be able to stack them high and watch them fly”

Of course, when dealing with food items staff training is critical and stores should always comply with the appropriate food and handling regulations. Hot food displays should be filled and checked frequently to ensure food is served at its peak, optimising product quality and appeal for the consumer.

“Cross selling and upselling at the point of purchase are great ways to lift sales,” said Ms Reid. “Stores should be looking at opportunities to pair the iconic hot Chiko Roll and a core selling beverage during key day parts.”

Patties Foods says that ensuring constant availability of products is another vital element in maximising the sales opportunity.

Patties general manager out of home Matt Dodson said: “No one wants to buy the last lonely pie…having fully stocked shelves increases sales”.

“A lot of consumers aren’t aware that the pies are baked in the stores and they sometimes think products have been sitting there for days when it’s only been there for hours at the most,” Mr Dodson said.

The development of new products is also very important in creating excitement around the category.

Patties said it has moved towards a more bakery-style kind of gourmet pie range that’s hand finished and made in small batches

April/May 2019 | C&I | www.c-store.com.au 31

PIES AND PASTRIES

The category’s performance is ongoing evidence that the petrol and convenience industry has successfully adapted and focused on providing a stronger on-thego food offer and food services.”

with chef-inspired recipes. It has also recognised a growing demand for more premium products, which is why it has relaunched its Herbert Adams Chef’s Collection range.

“Consumers are expecting a more elevated offer within petrol and convenience when it comes to food,” said Mr Dodson.

“Ultimately though, we’re talking about comfort food here … even when people are eating healthily or changing their habits, they always still want comfort food.”

While innovation is important, so too is stocking the established best sellers that customers expect to be able to find and enjoy at their local convenience store.

The Chiko Roll fits perfectly into this category. Simplot Australia said that while customers associate Chiko with good times and their childhood, the range is also satisfying, filling and easy to eat… it’s the perfect ‘on-the-go, no mess, one-handed eat’.

This sense of being ‘easy to eat’ on the go is particularly important for sales of pies and pastries in the convenience channel. Patties Foods’ number one selling product is the Four’N Twenty King Size Sausage Roll.

“It is successful because not only because of its great Australian taste, but the format is also quite convenient for eating on the go,” said Mr Dodson. “In line with on-the-go eating, our second highest selling product is our Four’N Twenty Traveller Pie… it has a unique shape designed for convenient consumption, and it only requires one hand to eat.”

Mr King from Mrs Mac’s said snack size offers are an emerging category showing strong growth and ‘one-hand-eat’ products such as its Cruizer pies and sausage rolls are doing very well.

“However, the trusted products continue to work within fuel and convenience,” said Mr King. “The famous beef pie, the beef, cheese and bacon pie and the giant sausage roll are strong performers and continue to sell.”

which offers busy convenience customers the perfect ease-of – eating experience.

“A high quality product with puff pastry enables a cleaner and more easily managed ‘dining’ experience in-car,” said Mr Askham-Levy.

“We do recognise that while sales are strong through our convenience partners, most consumers will purchase product in multiples which enables them to either share their purchases with colleagues or save savoury products for a later period of the day.”

Balfours says that there are some other distinct trends within the category that are worth keeping an eye on. It says there may be more organic and natural flavour innovations in fresh savouries, and that there will continue to be greater flavour diversity with more exotic flavours being introduced. The company, which has recently introduced a vegetarian spiced pumpkin savoury roll, believes non-meat options will also increasingly feature in the pie warmer.

“There is plenty of growth opportunity in vegetarian options and uniquely vegan options both in South Australia and nationwide,” said Mr Askham-Levy. “Over 10% of Australians classify themselves as vegan and many more flexitarians who often decline meat for days or weeks at a time.”

It’s a trend that Patties Foods has also noticed.

“Some 25% of the Australian population is trying to reduce the amount of meat in their diet,” said Mr Dodson. “We’ve seen a big rise of vegetarian products and in response to this trend we’ve launched a Herbert Adams vegetable korma roll and a Herbert Adams Moroccan vegetable and chickpea pie, which we think will be hits.”

Mrs Mac’s has also recently sought to broaden the profile of products in the hot pastry category and to bring in new users by launching products such as the Louisiana chicken pie and Mac‘N Cheese & Bacon.

While traditional pies, pasties and pastries have long been a staple of the Australian convenience scene, the category has shown itself willing to keep innovating to accommodate growing international palates and dietary needs. Forward-thinking convenience operators who see the way the 'on-the-go' food category is evolving are increasingly seeking to ensure their stores evolve with it and those that do are reaping the rewards. C&I

Balfours Bakery says its iconic square pie – which was first introduced in South Australia 1958 – is another product

* Convenience & Impulse Retailing magazine would like to thank Mrs Mac’s Pies, Balfours Bakery, Simplot Australia, Patties Foods and Convenience Measures Australia for supplying information for this article.

32 April/May 2019 | C&I | www.c-store.com.au

PRODUCT NEWS

Lemonade on a new LeVel *FUN FACT*

You may not have known it, but around half of all Australians are deficient in Magnesium, and more than 25% of Australian males are Vitamin C deficient, and this leads to a host of health issues that no one wants to have to deal with.

That's where the newest offering from Level Beverages come in – enter LeVel Lemonade, a new take on a classically loved original.

LeVel Lemonade is a special kind of lemonade as it provides high levels of both Magnesium and Vitamin C in every bottle. The ‘better for you’ carbonated beverage is also low sugar and 97.5% fat free.

Not only does LeVel Lemonade have a light texture and a refreshing fizz that tastes great, it also leaves you comforted in the knowledge that your beverage of choice is beneficial to you health and overall wellbeing.

The lemonade is available in three delicious flavours: • Lemonade Original • Lemonade & Orange • Lemonade & Pineapple Offering the following key benefit: • Full RDI of Magnesium • Full RDI of Vitamin C • 97.5% sugar-free • Only 30 calories per bottle • Above all, a great refreshing taste The best part of LeVel Lemonade (aside from the obvious health benefits) is that it’s Australian made as well as gluten and lactose free!

PRODUCT NEWS

Ferrero Rocher’s new special treat The Juice Brothers Sparkling Fruit Drinks

Simple? Delicious? That’s how we roll. The Juice Brothers is bringing the fizz – and the fun – to fridges this year with the launch of an all-new range of sparkling drinks. In a fresh move for the category, The Juice Brothers Sparkling fruit drink pairs real Aussie fruit juice with sparkling water for a deliciously healthy alternative to soft drinks.

We keep it simple with no added sugar, no artificial flavours or colours and 30% real fruit juice – and adding some sparkle – and bottling the blends into stylish 275ml bottles that contain less than 50 calories each.

Available nationally, the range includes: • Tropical Fruits • Apple, Pear & Blueberry with a twist of Ginger • Orange (launching April 2019) • Apple & Raspberry with a hint of Lemon (launching April 2019) In April, the full range launched with the introduction of Apple & Raspberry with a hint of Lemon and Orange flavours and extended stockists including Coles, Caltex, independent stores and local supermarkets.

An Australian Easter is celebrated as summer turns into autumn – a time where nights are closing in, leaves are turning amber and gold, and homes are filled with chocolate treats and the sweet scent of fresh hot cross buns. It’s also a time for loved ones to get together – whether it be out in nature for an Easter egg hunt or snuggled inside around a fire sharing stories. Ferrero Rocher has released the perfect companion for any Easter occasion this year. The new Ferrero Gold Squirrel (90g, RRP$4.99) is the latest addition to its collection of chocolate and hazelnut delicacies, and no doubt will be one Australians will want to squirrel away for the cooler months. It combines the finest, fragrant hazelnut pieces and luxurious smooth chocolate, one to be savoured by adults across the country. The Ferrero Gold Squirrel is available from Coles and Independent supermarkets nationwide.

PRODUCT NEWS

Luxe Brew

Innovation, uniqueness and true quality continues from Luxe Brew, one of Australia’s most distinguished and experienced coffee roasting companies. Their new Cold Brew Coffee launched in Australia this summer, and continues to demonstrate that the company meets, and leads, the expectations of discerning Australian coffee consumers.

Now available nationally, their Cold Brew Coffee comes in 200ml glass bottles and is ready-to-drink straight from the fridge. Made to the exacting standards of renowned World Barista Judge, Justin Metcalf, this is a cold brew coffee unlike all others. Supporting this premium coffee product are the facts that it is: • Made from premium 100% Arabica coffee beans • Developed from a blend of coffees from four origins, four balance, texture and incredible flavour • Cold brewed using chilled and filtered water over 24 hours • Brewed from freshly roasted and ground coffee • Made by true coffee experts • Contains No Added Sugar • Contains No Added Flavour • Contains No Dairy Ingredients Don’t be fooled. Cold brew coffee is not just a drink for the summer, nor is it just for coffee purists. It is a clean, crisp and invigorating long shot to be enjoyed whenever the coffee craving strikes. This style of coffee is taking the world by storm, and is proving that coffee lovers demand and enjoy their favourite beverage in continuously expanding forms. This latest release from Luxe Brew proves that they know how to deliver, and to satisfy the craving.

Ice Break Dark Choc Espresso

Balfours Vege Pasty

Ice Break are excited to introduce their newest product, Dark Choc Espresso, following the breakthrough innovation of Bold Espresso last year.

Inspired by the dark choc trend in confectionery, growing at +9.1%* and the solid growth of iced coffee with flavours**, Ice Break Dark Choc Espresso is made with the award winning*** Bold Espresso recipe, with 3 shots of Robusta coffee and fresh full cream milk, blended with rich dark choc flavour, for a more mature and intense iced coffee experience.

Ice Break Dark Choc Espresso will be supported by significant marketing investment across Out Of Home media, digital media and sampling – getting into the hands of thousands of consumers.

Available across all petrol and convenience stores in NSW, QLD, SA and VIC from April 1.

Balfours is one of Australia’s oldest bakeries. Their first oven door opened in 1853 when James Calder and his wife Margaret Balfour arrived in Adelaide, bringing with them the finest traditions of Scottish baking. Through prosperous times, depressions and two world wars they’ve kept those traditions alive, with their much-loved range of delicious cakes and pastries.

Today Balfours is still wholly Australian-owned and family-operated. And their Vege Pasty is baked with the same pride and dedication to quality, which boasts delicious chunks of carrot, pumpkin, onion and turnip. These garden variety vegetables are encased in Balfours authentic semi-flaky pastry recipe that is baked to a light golden brown colour at their oven door.

* Aztec Smartview Reports, MAT to 1/01/18. ** IRI Aztec Scan AU Grocery & Convenience MAT to 4/11/2018. *** Dairy Australia Champion Flavoured Milk 2019

38 April/May 2019 | C&I | www.c-store.com.au

In partnership with

CONVENIENCE & IMPULSE NEW ZEALAND EXPO 2019 THE CLOUD, AUCKLAND

18-19 SEPTEMBER 2019

SAVE THE DATES www.candiexpo.co.nz 0800 455 785

ORGANISED BY Interpoint Events Pty Ltd in conjunction with C&I Media Pty Ltd and the New Zealand Association of Convenience Stores.

PRODUCT NEWS

Juice Lab unveils stylish rebrand Two Aussie Favourites Unite A huge opportunity exists to recruit the 6 out of 10 shoppers who haven’t bought flavoured milk this year1. This April saw the launch of a tantalizing collaboration between two much loved Australian brands, Dairy Farmers & Arnott’s with new Dairy Farmers Limited Edition Arnott’s Mint Slice and Iced VoVo inspired flavoured milks. The range is sure to bring new shoppers to flavoured milk with two much loved Australian brands coming together with a twist on the familiar – meaning this will be instantly recognisable and generate excitement for your shoppers.

To order or for more information contact your Lion sales representative of call 1800 000 570.

1 Source: IRI Panel, Flavoured Milk Penetration, MAT 30.01.2019

The Juice Lab has undergone a stylish rebranding and a new look for its single-serve pressed juices.

Along with the rebrand, The Juice Lab has also added a new tasty flavour variant, as well as two sub-ranges including Bush Tucker and The Juicery.

The new pressed juice flavour is ‘Yuzu It To Me’, which is an amber coloured juice, made with blend of pear, mandarin, grapefruit, ginger, yuzu and ginseng.

Bush Tucker: uses native Australian ingredients as hero, Riberry + Davidson Plum, River Mint + Desert Lime + Cinnamon Myrtle.

The Bush Tucker range has a premium bottle design, with bright colours and Australian natives adorning the outside, each flavour will come in both 300ML and 1L. The Juicery: Premium Cold Filled Ambient Juice range that is going be a premium offer within the ambient juice category that has seen little innovation in recent years.

The new Juice Lab pressed juice 350ML bottle is 100% recycled and BPA free. It was made available from April 2019.

Energizer® Introduces Its Longest-Lasting AA Alkaline Battery Ever Energizer Holdings, a leading innovator in the battery industry, has introduced a new addition to its portfolio, Energizer® MAX PLUS™ alkaline batteries. Energizer® MAX PLUS™ AA batteries are the brand’s best performing, longest-lasting alkaline batteries ever.

“Energizer® MAX PLUS™ underscores our commitment to innovation and providing consumers with long-lasting, reliable power,” said Lori Shambro, Vice President, Global Marketing at Energizer Holdings, Inc. “Our performance AA alkaline batteries power the devices consumers use most with the best performance from Energizer® yet, so you can feel confident knowing you have power when you need it.”

Energizer® MAX PLUS™ AA batteries are the brand’s No. 1 longest-lasting AA alkaline battery, and they hold power for up to 12 years in storage. The new AA batteries also feature the leakage protection customers have come to expect from Energizer. Energizer® MAX PLUS™ will replace the Energizer® Eco and Eco Advanced product offerings to streamline and improve consumers’ shopping experience.

Energizer® will introduce Energizer® MAX PLUS™ through an integrated marketing campaign featuring Mr. Energizer™, who has been updated for the digital age. His unstoppable power and energetic spirit will bring to life the strength and endurance of Energizer® MAX PLUS™ batteries through digital ads, social engagement and a new television ad.

ABOUT ENERGIZER HOLDINGS, INC.

Energizer Holdings, Inc. (NYSE: ENR), headquartered in St. Louis, MO, is one of the world’s largest manufacturers of primary batteries and portable lighting products and is anchored by its two globally recognized brands Energizer® and EVEREADY®. Energizer is also a leading designer and marketer of automotive fragrance and appearance products from recognized 40 April/May 2019 | C&I | www.c-store.com.au

brands such as Refresh Your Car!®, California Scents®, Driven®, Bahama & Co.®, LEXOL® and Eagle One®. As a global branded distributor of consumer products, our mission is to lead the charge to deliver value to our customers and consumers better than anyone else. Visit http://energizer.asia/en-au/ for more details.

PUT THE BRAKES ON SUGAR, NOT TASTE.

NEW

AVAILABLE NOW. CONTACT LION CUSTOMER SERVICE ON 1800 000 570 TO ORDER.

PRODUCT NEWS

Hrvst St confims national expansion

Hrvst St, Queensland’s fastest growing cold pressed juice company has conifmed a national expansion.

Founded in 2015 by female entrepreneurs Alyse Filipuzzi and Allie Harris, Hrvst St produce plant-based, cold pressed juices that are good for you inside and out. Hrvst St is a brand that is aspirational and aesthetically pleasing who provide uniquely flavoured cold pressed juices to cafes, restaurants, bars, grocers and supermarkets throughout Queensland, New South Wales and is rapidly expanding nationally.

Hrvst St is a fresh up and coming brand that offers an innovative cold pressed juice range that is made up of 100% fruit and vegetables and packed to the brim with vitamins, minerals, antioxidants and enzymes. No hidden nasties, preservatives, additives or fillers. Just 100% honest and real.

(NEW) BASICS RANGE:

• Original Orange—100% australian oranges • Cloudy Apple—100% australian apples Hrvst St is proudly Australian made and owned.

For more information on Hrvst St please visit www.hrvstst.com.au or learn more at @hrvst_st on Instagram and @hrvst_st on Facebook. Hrvst St will be exhibiting at Naturally Good Expo on the 2-3 June 2019

TWO SIZES:

• 250ml—the perfect grab and go option for cafes, restaurants, grocers and for that busy lifestyle consumer • 1ltr—perfect for cafes/restaurants as a table service option or a great retail option for grocers/supermarkets—Hrvst St supplies beautifully branded glass jars to serve the juice in

SIGNATURE RANGE:

• Ruby Tuesday—watermelon, rhubarb, pink lady apple, pear and lime • Little Green—kale, cucumber, celery, spinach, pear and spirulina • Orange Sky—orange, lemon, pineapple and turmeric • Blood Bank—beetroot, cucumber, crispy green apple, ginger and lime • Endless Summer—lemon, pineapple, crispy green apple and cayenne pepper

Liquefy Health has the A-Z in health H2Coco launches H2Juice Liquefy Health is an innovative health company specialising in functional beverages, vitamins and supplements. On a mission to inspire, empower and lead to create accessible health for the world, Liquefy Health is working to become the healthiest company. Its functional beverages are low in sugar and Australian made, ranging from protein waters to turmeric elixirs to sparkling kombucha and iced teas, Liquefy Health has the A-Z in health.

Liquefy Health also specialises in delivering targeted supplements. Pretty Pod is the ultimate beauty supplement, delivering the essential nutrients and vitamins for hair, skin and nails. Liquefy Health’s SUP Supplements is a 100% home-grown Australian vitamin and supplement brand, passionate about innovation and healthy living, rethinking the health industry. SUP MIX it up a little, POP a little energy and innovation into the industry and give Australia its best SHOT at a healthy future. Go check out Liquefy Health’s entire range at www.liquefyhealth.com.au

42 April/May 2019 | C&I | www.c-store.com.au

H2coco, has introduced a brand-new juice range – H2juice, now being sold in Woolworths supermarkets around Australia. With more and more Australians becoming increasingly aware of the nasties associated with other juice brands in the market, such as refined sugars, added sugars and preservatives, H2coco is staying true to its brand with its new H2juice range. Available in three flavours – Pineapple, Mango Mix and Berry Mix, H2juice products are 100% natural, made from real fruit juices, with no added sugar or preservatives, is certified vegan and sealed at the source to maintain freshness.

H2juice follows on the heels of the company’s first-to-market offerings including the first-ever, long-life watermelon water and real banana water products, H2melon and H2nana, as well as CocoEspresso, CocoChoc, and its recently released Pure Pink Coconut Water.

H2juice varieties are available at Woolworths stores nationally in individual 1L Tetra Pak RRP $4.00. For bulk purchases, a case of six 1L tetra packs is available at www.h2coconut.com RRP $24.00

No added sugar

Made in Australia

No Fruit concentrates

100% recycled BPA Free bottle

No preservatives

No artificial flavours or colours

2.5 serves of fruit per bottle

NEW RANGE

CRAFTED IN AUSTRALIA USING AUSTRALIAN ONLY INGREDIENTS SHOWCASING THE DIVERSITY OF AUSTRALIAN NATIVE INGREDIENTS CONTACT rcraven@thefoodrevolutiongroup.com.au afaulkner@thefoodrevolutiongroup.com.au

VEGAN SOURCE OF PROTEIN

PRODUCT NEWS

Trusted nutrition for when convenience is king When Sanitarium created Australia’s first liquid breakfast UP&GO back in 1997 the pace of modern life saw a new trend taking hold – breakfast skipping.

“Just over two decades ago, we saw the start of a concerning trend with more and more people missing out on breakfast before heading off to work and school. This was worrying because evidence shows that breakfast skippers have the lowest daily intakes of dietary fibre and most nutrients that are essential for good health,” said Sanitarium UP&GO Senior Brand Manager ANZ, Jaemes Tipple.

Fast forward to today and life hasn’t slowed down, yet consumer aspiration for better health has grown.

“Meal times are where the battle between busy and better health play out.

Too often, busy wins because healthy convenience can be hard to find. But consumers want to feel good about making the right choice at breakfast because a healthy option then sets the tone for the rest of their day.”

“For a lot of consumers, picking up a muffin, flavoured milk or a fast food option in the morning is a grudge purchase. Many would sooner go without anything for breakfast than food and drinks that are high in fat, sugar or salt.

But they’re hungry and want something to help get them through the morning.

“UP&GO was created so consumers didn’t have to compromise. With its mix of protein, fibre and a low Glycemic Index (or GI) of 42, UP&GO offers the right type of energy for busy mornings,” said Tipple.

PROTEIN POWERING HEALTH CONSCIOUS DECISIONS According to recent GlobalData + Neilsen insights, 78% of Australians now look at diet first when it comes to improving health and wellbeing. At store level, this translates to shoppers actively seeking foods and drinks with functional health benefits and they are drawn to products that provide nutrients that will complement a healthy lifestyle.

44 April/May 2019 | C&I | www.c-store.com.au

Protein is currently one of the biggest health food category drivers, with health-conscious consumers attracted to the role protein can play in muscle recovery and repair following exercise. Creative product development in the form of convenient, exciting and tasty protein products is also driving demand.

Mintel research from April 2018 found that 64% of people thought that protein was an important element that constitutes a healthy breakfast.

Tipple says it’s this trend that motivated Sanitarium to rename its existing UP&GO Energize product to UP&GO Protein, calling out the amount of protein per serve clearly on pack.

“In addition to the new packaging, we’re launching UP&GO Protein Energize Vanilla to help drive excitement and engagement with shoppers,” he said.

INTRODUCING UP&GO MINT CHOC

For consumers, innovation in the liquid breakfast category is one of the top desired outputs and new flavours always generate excitement. In response, a limited edition UP&GO Choc Mint flavour will hit the shelves in April.

“Many people have grown up loving the taste and convenience of UP&GO, creating an army of loyal fans. But we can’t afford to rest on our history and reputation. Consumers tell us they want something new and we’re committed to keeping the category moving,” said Tipple.

“Mint is a growing flavour trend in the Australian dairy beverage market and our insights show Mint Choc is one of the top flavour combinations preferred by light and lapsed shoppers. We are confident UP&GO Mint Choc will be a hit with current consumers and will attract new customers to the liquid breakfast category,” said Tipple.

UP&GO Protein Chocolate, UP&GO Protein Vanilla and the limited edition UP&GO Choc Mint are now available in 500ml chilled bottle formats for the petrol and convenience channel.

PRODUCT NEWS

SHOJO Turmeric Tonic… defining the functional shot category in Australia!

SHOJO Turmeric Tonic is the latest entrant to the emerging functional shot market in Australia. SHOJO packs a punch with curcumin, the active ingredient in turmeric, B-group vitamins and vitamin C – functional ingredients known for their anti-inflammatory and fatigue fighting properties. Sold in a convenient 100ml recyclable glass pack, the product is well positioned to cater to growing demand from health and environmentally conscious consumers.

Functional beverages are defined as non-alcoholic drinks that provide specific health benefits and contain non-traditional ingredients such as minerals, vitamins, amino acids or added raw fruits. The category is currently the fastest emerging growth segment in the USA, valued at $US26.2 billion, forecast to increase 6.5% annually: Demand from millennials, rising health care, wellness awareness and busy lifestyles have led to the growing demand for convenience beverages. These factors along with the idea of 'healthiness-on-the-go' have led to a surge in demand for health associated functional drinks and beverages.

In contrast, Australia’s functional shot category barely exists, presenting a rare opportunity for a truly new category that can deliver high value, incremental sales for retailers.

SHOJO Turmeric Tonic has widespread appeal; turmeric is the ingredient of choice amongst consumers looking for a ‘better for me’ solution to kick start the day. SHOJO is popular amongst 25-35 year old males and females interested in health and wellness, from active leisure to health conscious tradies and gym goers.

SHOJO Turmeric Tonic is the first in a range of functional shots from Rogue Beverages that will support consumer wellness needs such as healthy liver function, balanced blood sugar cholesterol levels and bowel health.

Contact us to learn more about tapping into this high growth segment to generate profitable, cumulative sales for your business.

E: sales@shojotonics.com, P: 1800 174 656 or visit www.shojotonics.com

April/May 2019 | C&I | www.c-store.com.au 45

FEATURE

INNOVATION

ON A NEW LEVEL Innovation is more than just a new flavour or catchy slogan

T

he term ‘innovation’ is thrown around a lot when it comes to new and exciting products and solutions. Within the convenience industry, innovation is crucial to the success of each business as there is always something new happening and a business who isn’t keeping up with the trends, can be sure it will fall behind a lose business.

Some notable innovations the P&C industry has seen in recent times include mobile petrol pricing apps like the 7-Eleven Fuel Lock app, as well as the introduction of Apple Pay and the Amazon Go stores that allow customers to walk out of the store without passing through a checkout.

We proudly serve a customer base which themselves are leading the retail, marketing, print and advertising industries with innovation.”

MERCHANDISING Merchandising and signage has evolved from chalkboards out the front, to signage hanging from the ceiling, tags that clip onto shelving and video on the forecourt.

Hang and Display are one company whose products demonstrate the forward thinking mindset that modern P&C stores need.

In particular they offer many solutions for shelving, modular systems and promotional material.

According to Hang and Display’s business development manager Hiva Hoss, there has been a loss of importance when it comes to various elements of merchandising.

These five elements include: Hard furniture and shelving, Data strips, Product dividers, Front facing systems, Promotional material.

“Most retailers especially in Australia have lost interest in product dividers and front facing systems and stick to the bare essentials, hard furniture, data strips and promotional material,” Mr Hoss said.

“This is mostly due to the unprofessional and profit oriented nature of the manufacturers of dividers and front facing systems.

It seems they have pushed it too far and put retailers off these solutions all together.

“Many supermarkets would rather have unorganized displays risking loss of sales than deal with these companies again. Each major player in this field developed a unique system for itself to force retailers to continue buying from them and have them face large reinvestment if they switched suppliers.

“They also created the systems in a way that they were not adjustable so retailers needed to come back to buy more every time they wanted to make any changes to the furniture or the product they stocked."

As Mr Hoss pointed out, the systems that are available to retailers are often not adjustable, creating a continued need to repurchase and update the items used.

Mr Hoss said: “But the industry has changed now, the solutions we offer are modular, interchangeable and give the retailer freedom to choose supplier and setup for themselves”.

“We proudly serve a customer base which themselves are leading the retail, marketing, print and advertising industries with innovation.

“We strive to increase sales and profitability for our customers by optimising shelving, signage and presentation to improve the end user's experience. Our products assist in bringing life to shopping environments and creating a luminous in-store experience by optimizing, simplifying and improving the point of sale.

“Innovation is what customers demand, and when innovation is backed with quality and service, it creates loyal customers and ongoing partnerships.”

46 April/May 2019 | C&I | www.c-store.com.au

FEATURE OUTDOOR ADVERTISING Val Morgan Outdoor (VMO) On the Go (OTG) is a network by design, with 3,000+ screens strategically placed across petrol-convenience locations in Australia to enhance your customer’s journey.

VMO OTG is the leading petro-convenience digital signage network in Australia, and it is part of the broader digital signage network offering that includes shopping centres, homemaker centres and health as well as lifestyle clubs.

VMO GM commercial partnerships Danielle Cameron said: “We also have over 100 portrait digital screens located at the entrance to the convenience store which are great drivers for both brand and in-store sales. This is the last chance to influence just prior to purchase”.

“We recently have been trialling both interactive screens and voice activated technology on the forecourt which could be exciting products for the future,” Ms Cameron said.

What makes VMO unique to other digital signage networks is the use of VMO’s proprietary audience measurement tool DART. DART measures audience engagement of screen content, in real time.

“The facial recognition software enables owner operators to deliver contextually relevant advertising to the right audience, with the right mindset in the right moment,” Ms Cameron said.

“DART can measure key demographics and length of viewing – even which creative was more engaging with the audience.”

The newest innovation from VMO is underway with the beta testing complete of two new screens on the forecourt.

Innovation is what customers demand, and when innovation is backed with quality and service, it creates loyal customers and ongoing partnerships.”

“The first with interactive touch screen technology where clients can find out more about a product, order products in the c-store whilst at the pump giving advertisers to extend the brand experience simply by touching the screen,” Ms Cameron said.

“The second is our focus on the future of customer experience, using customer AI Voice activated technology. In a similar fashion to Alexa or Google Home VMO’s proprietary project 'Daniela on the forecourt' allows your customers to interact using Voice (vs touch). Ask about the local area traffic, order your coffee or foodto-go. All designed to enhance their experience at the fuel pump.

It will also mean endless possibilities to advertisers and partners

TRANSFORMATIONAL Caltex Australia is in the process of undertaking one of the most “significant enterprise transformations”, Microsoft has announced.

An article, published by Microsoft said: “Caltex is positioning itself to take advantage of the growing convenience market. It is transitioning remaining franchisee retail sites to company operations, developing new retail formats and growing convenience retail revenues, strengthening fuel customer loyalty, pursuing growth opportunities in international fuel sourcing and supply and enhancing each stage of its operations with intelligent technology in support of its goal of retail excellence”. C&I

April/May 2019 | C&I | www.c-store.com.au 47

STANDS FILLING FAST! CONTACT C&I TO SECURE YOUR PLACE

REGISTER NOW

www.candiexpo.com.au

14-15 AUGUST 2019

INTERNATIONAL CONVENTION CENTRE SYDNEY

1300 789 845

ORGANISED BY Interpoint Events Pty Ltd in conjunction with C&I Media Pty Ltd and the Australasian Association of Convenience Stores.

41 Bridge Road Glebe NSW 2037 Ph: 1300 789 845 Fax: 02 9660 4419 Email: exhibition@c-store.com.au www.c-store.com.au

OPINION

WORKPLACE RESILIENCE AND THE ST 21 CENTURY CUSTOMER T

MICHELLE PASCOE Researcher, Trainer, Speaker

Friendly and welcoming greeting to all customers not just the regulars or those that we prefer to serve (never make a judgement about a customer – but hey we do).

Focussed attention that is efficient.

Smile.”

he 21st Century customer is fickle, knowledgeable (thank you Google) and quick to complain or question but does that give them the right to be “rude”? So why is it that some customers believe they can be rude to the person on the other side of the counter, pouring out their wrath onto a stranger who is trying to provide a service to their best ability.

Have you ever overheard or perhaps been the person who is on the receiving end of the blast, I know I have and it’s uncomfortable to observe and very hurtful when a customer makes comments that are not justified and have nothing to do with the issue at hand. Over the past two decades my company has observed human behaviour in our research and have categorised the three types of complaining customers: • The customer who just goes off and lets their emotions take over their mouths.

• The customer who will go home write an email or call the owner / manager the next day.

• The customer who never returns as they have found another business that supplies what they need with friendly welcoming staff.

Now let’s be honest some complaints are truly justified because of a faulty product or the service has been appalling, we have all been served by someone that has left us shaking our heads wondering how they got the job. As providers of service we do have to take responsibility for our mood and attitude when dealing with customers face to face, online or over the telephone as our body language, tone and the words we use reflects our attitude, but when it’s unjustified rudeness then how do we handle it.

I could make a general statement and say that the older you get the thicker skinned you become, but that’s simply not true, when a customer attacks you personally it hurts. What we need to do is work on strategies to handle these situations when they occur and as owners and managers sharing our knowledge with our team on how to be resilient. Firstly, though we

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need to ensure that we are providing the customer with the experience they are expecting and not providing a reason for them to become upset or angry.

SETTING THE SCENE

There are a number of areas to review to ensure that the best possible service can be provided to your customers. It is all about setting the scene, creating the experience that the customer is expecting.

Equipment that is working, there is nothing more frustrating than getting to a petrol station and only one bank of pumps is working and there is no warning till you pull up and see the small sleeve over the pump handle.

Cleanliness and presentation of the store – stocked shelves, correct price tags, aisles not congested to allow easy access. Clean restrooms.

Friendly and welcoming greeting to all customers not just the regulars or those that we prefer to serve (never make a judgement about a customer – but hey we do). Focussed attention that is efficient. Smile.

HANDLING THE COMPLAINT

How you react to the complaint shapes how it will end.

If you have a situation in your business that is going to be an issue; pumps broken, semi blocked entrance, no milk! Don’t become frustrated when the 100th or even the 3rd person complains. To a customer who is already in a negative head space, their anger will spiral downward very quickly.

BE PROACTIVE:

• Acknowledge their comment with empathy.

• Provide them an alternative or information.

• Complete the transaction and thank them for their understanding.

Now I can’t guarantee that the 3 steps above are always going to work but what I can guarantee is if you don’t and instead you mirror their behaviour, you will end up like two toddlers in a sandpit fighting over a toy, nobody wins.

ARMING YOUR TEAM

Providing your team with training in how to handle complaints as well as supporting them when they are confronted by a rude customer is critical in your business not only for the welfare of the individual employee but also for the team to see that you care about them and that unacceptable behaviour from customers will not be tolerated.

Being resilient does not mean that you become void of feelings, it is about you knowing who you are and understanding that what the customer is saying isn’t directed at you personally, they don’t know who you are, you have to rise above and not dwell on them as you know who you are, don’t change because of someone ranting at you.

Always be the best you. C&I

OPINION

DARREN PARK CEO United Convenience Buyers

WHY CONVENIENCE AND BRANDS NEED EACH OTHER A

According to a recent Australian study, 56% of consumers still visit stores because they like to see products, closely followed by “I want the product there and then”.”

ustralian Convenience is in my opinion the new home for FMCG brands. It’s a provocative statement, but let me offer some support; In Australian retail, private label products currently account for around 18% of sales, this is similar to North America. Want to know what that number is in the UK? It’s around 41% and In Germany it’s around 32%. Scary I know. There are several German supermarket brands that are keen on Australia.

In a recent study I read through, around 85% of retailers surveyed said “improved margins” was the main reason for pursuing private label products. If in fact this is true, where does this extra margin come from? Not the consumer.

Australian retailers have been seeking local manufacturers to produce private label products. Aldi, Costco and possibly Kaufland are global sourcing advocates. What is today made in Australia, aiding manufacturing capacity could tomorrow be made in another market. What impact could that have on your national brand’s manufacturing cost effectiveness? The risk is that as manufacturers, your offer is commoditised and that’s no good for brand lovers.

Now, I’m a positive person. The above is not raised to scare, it’s raised to rally. Let’s talk through some positive support points; According to a recent Australian study, 56% of consumers still visit stores because they like to see products, closely followed by “I want the product there and then”.

The same study indicated that 20% of shoppers wanted to spend more on food, beverage and entertainment over the next 3 years.

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Approximately 33% of income is spent on leisure.

Approximately 25% see shopping in a physical store as a way to spend time with friends and family.

9.7 days per month spent on dining out and going to live entertainment reflecting a passion for going out and the experiential. In other words, on the go.

Do you know who I’m talking about here – millennials?

They are social, collaborative, value diversity, share experiences and appearances with friends and expect brands to engage with them as peers. Notice the word brands, not private label products. Also notice the phrase on the go. Convenience stores are well positioned to satisfy that on the go occasion opportunity.

What can we do together to build an engaging relationship? We have to work as collaborators and ensure were answering real business needs – instead of operating in an echo chamber. When you collaborate and consistently seek out their feedback (instead of just assuming they’ll tell you), you don’t lose sight of what they need. It’s right there, in words.

If together we don’t have a clear mission, strategy, priorities, objectives then people will just make it up. We’ll do our work almost without referencing what the collective view is. Neither of us can allow this to happen.

If brands don’t prosper, the FMCG Industry as we know it today could change and the nature of the Convenience Industry will change with it.

I believe that brands and convenience store operators need each other more today than ever before. We are up to the challenge. We can do it together.

Until next time. C&I

Find the best news in store at

www.c-store.com.au Convenience and impulse retailing is fast paced and exciting, and staying up to date with the latest news, trends and products is crucial for the success of your business.

Subscribe to C&I’s free weekly e-newsletter C&I Week to have the latest news delivered to your inbox every Thursday.

OPINION

BRETT BARCLAY Director - Convenience Measures Australia

The fact now that in terms of basket penetration Hot Coffee has a significant share of all beverages and Food on the Go is now the second largest category behind Beverages.”

THE BATTLE FOR CONVENIENCE I

n 2018 a P&C Shopper visited on average 2.7 times per week which was a slight increase on the 2017 and well up on the 1.7 times per week when we first starting measuring frequency in 2006.

It is little wonder why many retailers are focussing on developing more convenient ways for shoppers to shop extending the boundaries to drive foot traffic. Around 7 years ago after around 5 years of visit frequency being stagnant, we noticed a shift change in performance with Hot Coffee being the hero and over the last 3-4 years Food on the Go. These categories have taken a while to build and it comes down to the offer being more acceptable to more shoppers. The fact now that in terms of basket penetration Hot Coffee has a significant share of all beverages and Food on the Go is now the second largest category behind Beverages.

Both categories play different roles with Food on the Go driving a higher basket value however, Hot Coffee drives foot traffic. This, however, has extended the offer from the traditional Coke and Smokes that the channel was known for and now the blurring of channel offers is evident. The channel always had the benefit of having a huge advantage of fuel being the key foot traffic driver however, with a market that will continue to decline through both better fuel economy and technology, we have to think differently.

As I have mentioned previously if you haven’t already as a business started to focus on this area you are well behind and could be losing a lot of sales opportunities.

What is evident in the market place at the moment is the varying of offers by large retail formats to start participating

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heavily in trying to attract 'Convenience Shoppers'. QSR restaurants have extended the range from traditional offers and the main supermarkets are continuing to open smaller format stores with Food and Hot Coffee being a big drawcard. What is evident is that even though we have continued to focus in this area, we are seeing more competitors who are also challenging this space. As a channel we have to continue to focus on what trends are coming and certainly we are seeing (after many years of trying) a real swing towards healthier alternatives. The core market of convenience are the male shoppers who continue to look for the traditional offers however, we are even seeing habits changing with healthier options like snacks becoming a bigger part of the repertoire.

With this changing shopper and the broader competitive landscape, we need to look at even more ways to improve. There are still opportunities around occasions like Breakfast or even events that make you part of the local community as well as improving the selection of healthier alternatives and calling it out. One of the biggest opportunities will be around the continual development of the food offer and getting greater cross purchases with categories like Beverages and Snacking with opportunities for consumption on premise. There are even opportunities like drive thru (where appropriate) which could have offers around Food and Beverages and extend into “on the way home” products.

What is evident is that we must continue to look for ways to enhance the shopper experience as this will enable the channel to be more relevant on more occasions. C&I

LINK THE

WORLD

ProGauge MagLink LX Console w w w. d o v e r f u e l i n g s o l u t i o n s . c o m

Š2019 Dover Fueling Solutions. All rights reserved. DOVER, the DOVER D Design, DOVER FUELING SOLUTIONS, and other trademarks referenced herein are trademarks of Delaware Capital Formation. Inc./Dover Corporation, Dover Fueling Solutions UK, Ltd. and their affiliated entities. The ProGauge logo and combinations thereof are trademarks or registered trademarks of Tokheim in the United Kingdom and other countries. 031819V1

PETROL NEWS ROUNDUP What happened to Autogas?

E

DAN ARMES Founder of ServoPro

LPG is a low carbon fuel and is up to 15% less in carbon emissions compared to petrol powered vehicles.

1.5kg of carbon is emitted from every litre of LPG compared with 2.3kg for petrol.”

veryone is talking about hydrogen and electric vehicles as an alternative to fossil fuels. It wasn’t all that long ago that we were all talking about LPG or Autogas as being a cleaner and more efficient way to power our vehicles.

So what happened to LPG as a viable alternative to fossil fuels?

Recent statistics show that 80% of LPG used in Australia is produced locally. LPG is also a by-product of natural gas and oil extraction. LPG Is a combination of propane and butane and has an octane number (RON) of 110 which is higher than premium unleaded fuel.

LPG is a low carbon fuel and is up to 15% less in carbon emissions compared to petrol powered vehicles.

1.5kg of carbon is emitted from every litre of LPG compared with 2.3kg for petrol. LPG also does not produce the carcinogenic particulates that are produced by diesel engines.

LPG is claimed to produce 68-to-83 per cent fewer oxides of nitrogen (NOx) compared with petrol and (especially) diesel because LPG burns more completely in the combustion chamber.

These statistics make you wonder why we aren’t all using LPG powered vehicles.

The problem with LPG and regular combustion engines is unless an engine has been designed to get the best from LPG, efficiency losses of around 20 per cent occur.

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In the past, manufacturers such as Ford built vehicles and engines specially designed to run on LPG however petrol and diesel vehicles which are converted to LPG do lose efficiency.

Why did LPG powered vehicles become so popular?

With the lower cost, efficiencies and lower carbon emissions that LPG provides as well as government incentives introduced by the government in 2006, many thought LPG would be the fuel of the future. Motorists were encouraged to convert or purchase an LPG vehicle by the Howard government with a $2000 rebate.

In 2011 an excise tax was added to LPG and the excise has increased every year since its introduction up until 2015.

As of 2015, a total of 12.5 cents per litre was added in excise tax to LPG. The government LPG Vehicle Scheme provided grants for the LPG conversion of a motor vehicle or the purchase of a new vehicle fitted with LPG. This scheme was very well received by road uses and many chose to purchase LPG powered vehicles or had their current vehicle converted.

In June 2014 the $2000 incentive scheme was scrapped.

This resulted in the declining popularity of LPG in the Australian market.

On top of this Ford and Holden who were manufacturing LPG vehicles announced they would not be manufacturing vehicles in Australia.

With less LPG vehicle options and the rising price of LPG due to the excise and other factors, Australians moved towards Hybrids to save money rather than LPG. When motorists were able to purchase LPG for 60 cents per litre it was a very attractive alternative.

It was around half the cost of running a petrol or diesel vehicle. With fewer mechanics available to repair and service LPG vehicles consumers have gone back to petrol and diesel vehicles.

LPG bowsers are in decline across the country as consumers and car manufacturers abandon the fuel that was to be the environmental and economical solution for powering cars.

For motorists whose cars run on LPG, it is becoming harder to find a petrol station that stocks LPG. At ServoPro we see that many fuel retailers are removing their LPG bowsers due to the cost of maintaining them when sales are falling.

WIth forecourt space often limited, petrol station operators would rather make room for another petrol or diesel bowser than have an LPG bowser that is rarely used. C&I

PETROL NEWS

12 per cent of unmonitored underground fuel systems fail an integrity test

Greens disagree with EV strategy A newly released budget by the Morrison government has upset the Greens political party.

The Morrison government allocated $400,000 for a national electric vehicle strategy, which the Greens said is ‘an absolute joke’.

The Greens party said the move was ridiculous, especially when it was compared with an allocation 25 times as much in luxury car rebates.

Australian Greens transport spokesperson Senator Janet Rice said: “The staggeringly low $400,000 to roll out a national electric vehicle strategy is an absolute joke”.

“With this woeful amount of money towards electric vehicles, the Morrison government is leaving Australia stalled on the sidelines of the electric vehicle revolution while the rest of the world zips us by,” Ms Rice said.

“The Budget even has $11 million earmarked for a luxury car rebate for tourist operators and primary producers. This is 25 times more funding for people to buy luxury cars than for a national electric vehicle strategy.”

“This is a government with absolutely no plan, no vision and no desire to get Australia on track to enjoy the many benefits that electric vehicles will bring.”

The Greens party has also expressed frustration over the Labor party and what they said is an "embarrassing vehicle emissions backflip".

The party said the backflip shows the electric vehicle and emissions standards policies were written on the run.

“Putting the onus on car dealers rather than manufacturers was clearly unworkable and just demonstrates that Labor has cooked up this dog’s breakfast of a policy on the run,” Ms Rice said.

“Every other country in the world with emissions standards regulates this through manufacturers, not dealers. This is also what the experts, including the Climate Change Authority, have always recommended.”

“So far... Labor has announced a weak 50% by 2030 EV target, but with no mechanisms or policies to achieve it. They also announced a light vehicle emissions standard, but wouldn’t commit to an implementation schedule.

And now this backflip.

“It’s becoming crystal clear that Labor’s electric vehicle and emissions standards policies are just announcements without any substance. There are no timelines for implementation or measures to achieve the targets. The whole thing looks to have been written down on the back of a serviette to dump the day before the budget.

“The Greens have a 100% by 2030 electric vehicle target, backed up by a range of measures that will actually work, measures that are already driving huge electric vehicle uptake in other countries like Norway and the Netherlands.”

Twelve percent of unmonitored underground fuel systems fail an equipment integrity test (EIT), indicating a potential leak or maintenance issue, data from fuel analytics provider Leighton O’Brien revealed.

Unmonitored fuel systems include those not using continuous loss monitoring methods such as SIR, Wetstock SaaS, and ATG/electronic line leak detection. Monitored systems have failure rates of less than 0.5 percent per annum.

The analysis shows the vast majority of fuel systems that fail are steel, of which 90 percent are lines and 10 percent are single-wall tanks.

Leighton O’Brien CEO Reed Leighton said the data shows single-wall steel lines pose the industry’s biggest integrity risk.

“Double-wall fibreglass tanks and double-wall high-density polyethylene (HDPE) lines have a successful containment rate of 99.9% – if the systems are properly installed and independently tested.

“The industry is doing a good job managing environmental risk and delivering quality fuel to customers, particularly where fuel systems are monitored.

“Our analysis indicates customers are receiving clean fuel from monitored systems given more than 95 percent of dispensing pumps are working at acceptable speeds.

“However, the research also reveals 36 percent of underground fuel systems contain some degree of fuel contamination at the bottom of the tank including bacteria, particulates, sludge and water.

“Half of the contaminated tanks contain free phase water, which is particularly troubling for low sulphur fuels.

“When left unchecked, this creates maintenance and corrosion issues inside the tank system where water is present,” Mr Leighton said.

He went on to say unmonitored tank systems presented a real challenge for smaller site operators.

“Where a system is not monitored, fuel loss and poor product quality takes longer to detect, resulting in increased risk and maintenance costs.”

Mr Leighton said site owners and operators can now access a complete guide to maximising their asset value by reducing the risk of leaks and fuel contamination following the launch of an educational toolkit.

Underground Fuel Systems: Your ultimate risk management toolkit contains helpful information on the causes, effects and prevention of fuel leaks and contamination.

The easy-to-read guide also includes a cost-benefit analysis of leak prevention vs contamination and clean-up and a checklist outlining a simple, proactive approach to risk mitigation.

“We’ve drawn on more than 20 years of industry experience of our monitoring and testing results to develop this educational resource for smaller fuel retailers,” Mr Leighton said. “Every site is different, so operators should understand their risk profile, which depends on site location, age of fuel system infrastructure and level of maintenance and leak detection systems in place.”

A PDF copy of the toolkit is available at Leighton O’Brien’s website.

April/May 2019 | C&I | www.c-store.com.au 57

PETROL NEWS

Committee calls for ban on conventional cars A parliamentary committee has called for petrol and diesel cars to be phased out.

The committee said Australia’s transport system would benefit from electric and hydrogen cars.

The parliamentary inquiry into automated mass transit was led by 10 members of parliament and made 17 recommendations.

Committee chair John Alexander Bennelong MP said automated and electric vehicles will be “potentially revolutionary” to the transport network, and “will demand vision and leadership from government”.

“Australia could eliminate greenhouse gas emissions related to land transport, reduce noise pollution, make vehicles simpler and safer to operate and maintain, and largely eliminate reliance on fuel imports,” he said in the official report.

“The most important thing the Australian Government can provide to the future development of automated transport and new energy sources is vision,” Mr Alexander said.

The forward of the report stated the automation and electrification of mass transit is a potentially revolutionary development in transport.

The report went on to say: “Transport automation, especially when combined with alternative fuel sources, will have major implications for transport infrastructure. Automated vehicles will require a suitable environment in which to operate – one that they can read and communicate with”.

NSW Service station faces court

The Fair Work Ombudsman (FWO) has begun legal action against Westside Petroleum Retail 1 Pty Ltd. The major service station is reportedly under investigation for underpaying 22 employees up to $62,393 at sites in both NSW and VIC. Westside Petrolum Retail and three of its management staff – general manager Patrick Riad, company accountant Francesco Ieraci and area manager Shahzaib Khawaja – were called to face the Federal Circuit Court.

The FWO alleges that employees were underpaid at 12 petrol stations – Adaminaby, Wagga Wagga, Finley, Gurley, Lismore (Victoria), Somerton, Temora, Tolland, Blayney, Glen Innes, Peak Hill and Cooma – for periods between July 2015 and May 2016.

It is alleged that workers were underpaid from $347 to $7,772.

Fair Work Ombudsman Sandra Parker said inspectors audited Westside Petroleum following requests for assistance from Westside employees.

“The Fair Work Ombudsman has no tolerance for the underpayment of any workers. We encourage any workers with concerns about their pay to contact us for free advice,” Ms Parker said.

“It is unlawful for employers to pay their employees low, flat rates that undercut minimum Award wage rates, and those who rely on an unlawful ‘going rate’ can be left with a major back-payment bill and face significant penalties,” Ms Parker said.

The company faces penalties of up to $54,000 per contravention and each of Mr Riad, Mr Ieraci and Mr Khawaja faces penalties of up to $10,800 per contravention.

The FWO said all workers have now been back-paid in full.

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PETROL NEWS

Dover Fueling Solutions Introduces ‘ProGauge’ A large number of Australian dealers and independents (and a couple of the larger retailers) have struggled in the past to justify the investment in terms of product and infrastructure in adding Automatic Tank Gauging (ATG) to their forecourt solutions.

Whilst the ease of gathering inventory data and the protection provided by electronic leak detection capabilities has generally been unquestioned, the need to excavate forecourts for cabling etc is often seen as less appealing than sticking to manual processes. This is now set to change with the Australian release of the ‘ProGauge’ tank gauging solution by Dover Fueling Solutions (DFS).

With references all over Asia and annual production of over 20,000 probes per year, ‘ProGauge’ is far from a new product, and DFS provides local users with a wide variety of options to select from. Available from 2 to 32 tanks the Maglink consoles offer flexible configurations for use in variety of fuelling set ups, both wired and wireless. A web based and easy to follow user interface quickly enables the operator to access a variety of simplified menus. Multiple POS interfaces are supported including a Magdirect option offering a direct interface to the probes.

Wireless probes use innovative technology for improved reliability and reduced interference, whilst, the easy installation of the wireless probes and antennas eliminates the need to dig up a site to install wiring. To make it even easier to implement, DFS have initiated 3D laser calibration of underground tanks to provide customers with a clear view of their underground assets.

DFS Sales Director, Ludo Wilmann stated that: "with our ability to provide accurate dimensions of underground tanks coupled with a cost-effective and easy to install tank gauging solution, we see no reason why every site in Australia shouldn’t have ATG installed on their forecourts".

Dover Fueling Solutions (www.doverfuelingsolutions.com) has their Australian base in Victoria and can be contacted on Ludo.Wilmann@doverfs.com.

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Visit www.envirotank.com.au or call 1800 818 354 for more information

April/May 2019 | C&I | www.c-store.com.au 59

PETROL NEWS

ServoPro launches new HR Help Desk to help independent fuel retailers In the last two years we have seen the majors fuel retailers including 7/11, Caltex and United audited and found to be underpaying staff. Last week we saw Westside Petroleum a large independent fuel retailer targeted by Fair Work for underpaying staff.

The award for petrol station owners is very confusing and many fuel retailers find themselves struggling to understand the correct hourly rate to pay their staff, along with other employee entitlements including penalty rates, superannuation and leave.

ServoPro’s founder, Dan Armes who represents independent fuel retailers in Australia says that fuel retailers in Australia are underpaying their employees because they simply do not understand the award.

“Most independent fuel retailers try to do the right thing when it comes to paying staff, however, the award is so hard to understand that many employers who are trying to do the right thing find themselves paying the wrong pay rates and employee entitlements,” said Mr Armes.

Last month, ServoPro launched a free HR Help Desk in an effort to help members ensure they are complying with relevant awards and legislation.

Mr Armes said: “Since launching our free HR Help Desk we have been asked not only about award wages but also employee classifications, employment contracts, workers compensation insurance and lots more.

There is a lot of confusion out there”.

With Fair Work announcing they are determined to make sure all employees are paid correctly and are receiving their proper entitlements, the ServoPro HR Help Desk is ensuring fuel retailers in Australia have straight forward and easy to understand information at their fingertips.

Supplied by Dan Armes of ServoPro

Major Changes in Petrol Retailing The face of petrol retailing across Australia has seen some major changes over recent months, particularly within the Supermarket run networks.

In March 2019, VIVA Energy assumed control of the petrol pricing across the Coles Express network, and with a published objective to increase their volumes through this network we can only imagine that the pricing strategy will change from what we have seen over the past couple of years. Coles will focus on the retail offer, so we can expect the level of convenience at these sites is also likely to go through a step function change.

The second major change seen in this space during the first half of 2019, is the change in ownership of the Woolworths Petrol network to Euro Garages. What this will mean in regard to petrol pricing strategy, and how this will impact their convenience offerings is currently anyone’s guess.

Looking at the numbers, these two brands combined currently fly their flag on approximately 20-25% of the service stations in the 5 major capital cities, so these changes will certainly not be insignificant.

Despite several Governments continuing to focus on a single aspect of petrol retailing – PRICE, there is already a significant shift in the industry from Brisbane

Sydney

Melbourne

Adelaide

Perth

Cloes Express

13.8%

11.9%

17.6%

11.2%

13.7%

Woolworths

9.7%

7.9%

10.9%

8.0%

6.7%

being pure petrol retailers to offering a complete convenience experience.

The result for those on the road is that it now means there is a wide range of options that may influence the minds of motorists and their decision on where they should next fill the tank. Barista coffee, fresh fruit or sandwiches, donuts, pies or frictionless payment systems (meaning you no longer need to get the kids out of the car), are just some of the factors that feed this decision.

SO, HOW CAN I KEEP UP WITH THE CHANGING FACE OF RETAIL PETROL?

Informed Sources has a been monitoring and tracking changes across the retail petroleum market for over 30 years. With a complete database of sites that includes hundreds of site attributes, photos and demographics, Informed Sources’ NetWatch assists industry in staying up to date with network changes. With monthly updates and annual site surveys, it is the most comprehensive data set available.

Supplied by MotorMouth

60 April/May 2019 | C&I | www.c-store.com.au

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software and the Tatsuno meter (with our 3 year warranty), greatly outperforms NMI requirements for peace of mind.

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PETROL NEWS

Viva Energy signs deal

Fight against petrol sniffing The Katherine region in the Northern Territory will stay a designated ‘low aromatic fuel area’ according to the Western Advocate.

The government has said it is committed to continue rolling out petrol that is unable to be sniffed, as part of a strategy to reduce the harm caused by petrol sniffing.

Following a review of the Low Aromatic Fuel Act 2013, the Minister for Indigenous Affairs Nigel Scullion said the review had drawn positive findings.

“Replacing regular unleaded petrol with low aromatic fuel in and around regions where there is a risk of petrol sniffing is a proven strategy to reduce petrol sniffing,” Minister Scullion said.

“Petrol sniffing has devastating consequences wherever it occurs, leading to enormous harm to children and young people in particular.

“It leads to behavioural and social problems and people who sniff fuel can sadly end up with serious and irreversible brain damage.”

According to the Western Advocate the review included consultations and submissions from Indigenous and Torres Strait Islander communities, as well as fuel manufacturers and outlets.

“Petrol sniffing has been a source of illness, death and social dysfunction in Indigenous communities over the past few decades,” Minister Scullion said.

“The review backed the Commonwealth Government’s current approach of encouraging voluntary conversion to low aromatic fuel and using the powers of the act as a last resort.

“The recent voluntary conversion by the Marla Travellers Rest outlet and Cadney Park Roadhouse in South Australia demonstrates the willingness of petrol station owners to combat petrol sniffing.

“This public effort demonstrates how the Act is used as a last resort with most conversions to stocking low aromatic fuel coming from private initiative and community agreement.”

Low aromatic fuel is now available in 175 locations across QLD, WA, SA and the NT. “The replacement of regular unleaded petrol with low aromatic fuel has been shown to reduce petrol sniffing by up to 88 per cent since 2005-2007,” Minister Scullion said.

“The Commonwealth Government has spent more than $158 million to support the roll out of low aromatic fuel including fuel production, transport, infrastructure, and research.”

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Viva Energy Australia (“Viva Energy”) recently announced a new collaboration with Australia’s number one online automotive, motorcycle and marine classifieds business, Carsales.com Ltd (Carsales).

Under the arrangement, Viva Energy will join Carsales’ member benefit program to provide a range of offers, including fuel discounts at Coles Express for Carsales’ six million members.

Fuel discounts can be used in conjunction with other offers, such as Coles Supermarket’s shopper docket discounts and Coles Express offers, so that Carsales members can enjoy multiple levels of benefits.

Viva Energy CEO Scott Wyatt said: “Today’s announcement reinforces our commitment to build strategic partnerships that offer real value to customers”.

“We see fuel discounts as just the start of this new collaboration and we look forward to rolling out further exciting offers to Carsales members in the future,” Mr Wyatt said.

Carsales CEO Cameron McIntyre said: “We’re excited to be able to provide Carsales members with new benefits to add value to their lives on a weekly basis, not just when they’re looking to buy or sell”.

The arrangement between Viva Energy and Carsales is subject to necessary regulatory approvals and clearances, and is due to launch in the second half of 2019.

This new partnership follows Viva Energy’s announcement that they have extended their alliance with partner Coles Express to 2029.

“We are always looking for new ways to reach our customers and are very excited to work with other like-minded partners to build winning outcomes for our customers and respective businesses,” Mr Wyatt said.

“We said as part of the announcement to extend the alliance that we would look to optimise our marketing and loyalty programs to build sales growth and expand the fuel and convenience network, and this new arrangement with Carsales is just the start of that process.

“Carsales was a natural fit for us given their standing in the market and their extensive customer base that extends to every corner of Australia,” Mr Wyatt continued.

“Viva Energy and Carsales have many synergies, including shared innovative cultures and longstanding commitment to the customer,” remarked Vladka Kazda, who led this project for Carsales.

“We’re looking forward to working with Viva Energy to implement this offer and explore other benefits for our consumers,” Kazda added.

PETROL NEWS

Built to Last

So why have Gallagher Fuel Dispensers enjoyed a solid and dominant position in the Australasian market for over 70 years? Why is their brand so strong and what makes them so successful and sustainable?

We often see and hear the words quality; longevity; accuracy; future proofed; and low cost of ownership associated with their dispenser range. Yet how is this accomplished? Perhaps if we learn more about the design and manufacture of their products, we can better understand how they and their products have stood the test of time.

We know that a fuel dispenser consists of 4 core elements; the hardware, metering, electronics, and support. Then let’s learn what Gallagher do in the build of their dispensers that differ from everyone else. The following table describes characteristics of their dispenser care and construction unique to the Gallagher range.

Hardware: Chassis/frame made from heavy gauged galvanised steel, powder coated aluminium panels - Robust, will last through the harsh weather extremes of our region with five year corrosion warranty on panels.

Metering: Our partners Tatsuno provide arguably the most accurate

metering, used with Gallagher control software - Consistent reliable, accurate dispensing that exceeds NMI, often no need to adjust. Low maintenance, 3 year accuracy warranty.

Electronics: All electronics designed and manufactured in New Zealand with stringent quality processes - Robust, loaded with features, the electronic design allows for integration of future technologies. Parts available quickly and easily.

Support: A depth of knowledge from Gallagher local based support technicians and service partners with decades of product/ industry experience - Quick resolution times on site, ability to monitor remotely and provide diagnostic data often resulting in no callout required.

For decades Gallagher have been using the best available component assemblies for each core element. This long term strategy has provided consistent quality year on year, decade after decade.

With over 140 models, they provide flexibility of choice like no other. Their brand is strong because they focus on delivering superior value that keeps going long after the initial investment. They are local, accessible, well supported and only a phone call away.

Advertisement -14- C&I Dec-Jan 2019_.pdf 1 12/11/2018 12:28:12 PM

NRMA calls to ban petrol and diesel cars The National Roads and Motorists’ Association (NRMA) has called for a ban on the sale of both petrol and diesel cars by 2025.

The NRMA said Australia is lagging C behind the rest of the world when it M comes to banning the sale of petrol vehicles, and adopting low-emissions Y vehicles.

CM NRMA CEO Rohan Lund told Four Corners Australia has a lot of catching up to do.

MY “So if anything, our targets here need to be a bit more aggressive than CY what we’re seeing in other markets,” he said.

“I would expect to start seeing targets that are between 2025, 2030 for CMY banning [the sale of new] petrol-driven cars in this country.

K “We don’t manufacture cars here — we’re recipients of the cars coming from Europe and from Asia.

“I think in many ways we won’t have a choice in this country.”

There are currently only 7,300 electric cars on Australian rodes which makes up around 0.2% of annual sales of new cars.

Strategic Price Management Be informed of what you need to know when you need to know it and make decisions that will improve your bottom line.

Access the latest pricing data Receive alerts Informed Sources provides solutions that will help you achieve your business goals www.informedsources.com

Accurate, Reliable, Timely April/May 2019 | C&I | www.c-store.com.au 63

Petroleum equipment and services

Action Installation & Services

ELGAS SWAP’n’GO®

Action Installation & Services was formed in 2006 when Michael Mintilakis and Ron van der Meer decided to create an installation and service company that was second to none. Over 50 years of combined fuel industry experience and knowledge has enabled them to build a business which continues to lead change in the downstream petroleum industry.

Action Installation & Services continually strive to achieve the highest standards of environmental and safety performance, through the use of well informed, highly trained people. Action currently employs 40 staff across admin, installation, pump and electronic service.

Action Installation & Services strives to satisfy the requirements and expectations of every client every time in a professional and cost effective manner. Regular reviews ensure the quality of all products and services and business operations; and that all employees have appropriate job skills training; and quality management, contractual obligations and ongoing process improvement is maintained.

Elgas SWAP’n’GO® is the leading BBQ gas exchange program brand in Australia. The program offers your business the opportunity to increase sales and profits with a very well-known and respected brand.

SWAP’n’GO® also provides your customers with fast, safe and easy transactions. Out-of-date bottles are accepted at no extra charge.

You can add to or replace your declining refill sales, and low margins, with a reliable, convenient and secure swap program that has low labour costs for you.

SWAP’n’GO® maintains a record of excellence in safety, with comprehensive staff training in the safe handling of LPG. Elgas SWAP’n’GO® is backed by a national network of refilling plants and branches to ensure that your business receives quality service. SWAP’n’GO® also creates a massive summer stockpile to provide uninterrupted service during the seasonal peak periods.

Contact Elgas today to become a SWAP’n’GO® dealer.

Contact: Michael Mintilakis Phone: 1300 785 425 Email: michael@actioninstall.com.au Web: www.actioninstall.com.au

Phone: 1300 652 003 Email: swapngo@elgas.com.au Web: www.elgas.com.au/swapngo

Cardtronics

Gallagher Fuel Systems

When you see an ATM in a supermarket, convenience store or Petrol location, there’s a good chance it’s from Cardtronics, a proud supporter of the convenience, café and fuel industries.

Cardtronics understand the needs of a variety of establishments and the commercial environments that retailers in the P&C channel face.

Cardtronics know that you need your ATM up and running without any issues to service your patrons and provide them with safe and easy access to cash.

For your business premises a Cardtronics ATM will mean more customers with cash to spend in store, reduced eftpos fees, 24-hour service and support.

It is a fact that a percentage of the cash withdrawn from a Cardtronics ATM is spent on the premises, which will improve your revenue streams.

At Cardtronics we know from proven experience that an ATM can deliver more sales to your business. If you want to create more foot traffic in your business, an ATM does that.

Cardtronics is Australia’s largest independent ATM provider and part of the global Cardtronics brand. We operate a real 24 hour service, we operate our own technically trained help desk, offering nationwide support with a national network of spare parts warehouses and dedicated in-house technicians.

Gallagher Fuel Systems is a designer, manufacturer and supplier of quality fuel dispensing systems. The innovative PULSE fuel dispenser range combines advanced electronics, corrosion resistance metal work, the highly accurate Tatsuno meter and a modular design that provides flexibility like nothing else on the market today.

Demand for on-site comprehensive Vapour Recovery (VR) solutions continues and Gallagher Vapour Recovery solutions comply with the most stringent regulations, provide compliance reporting and significantly reduces greenhouse gases on the forecourt.

Gallagher Data Centre makes visible via any internet enabled device, real-time transaction information from any dispenser. This is a real game changer in terms of how we view servicing and maintenance, allowing the industry to adapt a proactive approach reducing overall servicing costs.

Gallagher’s latest edition to the PULSE range are the 5 product suction pumps and dispensers. The pressure only model offers one of the smallest footprints at only 2100mm. Mixed pressure and suction model options are available with a footprint of 2375mm. Integrated LPG is an added option.

Phone: 1300 305 600 Email: sales@cardtronics.com.au 64 April/May 2019 | C&I | www.c-store.com.au

Contact: Derek Hjelm, Business Development Manager Australia Phone: 0424 164 814 Email: derek.hjelm@gallagher.com Web: www.gallagher.com

PRODUCT SUPPLY-FIND NEWS

Flowsell Flowsell, providers of an innovative gravity-based drink merchandising system, say that when it comes to saving staff time, managing stock and increasing sales, “it’s all about gravity”.

Cool rooms with flat shelving, incur a range of ongoing and unnecessary costs.

By comparison, Flowsell’s drink merchandising system, reduces labour costs removing the need to double handle products and continually face up product.

The system also ensures proper FIFO (first in, first out) stock rotation, reducing product wastage and – better still – fridges maintain an attractive, fully stocked appearance as customers buy throughout the day.

The Flowsell full rack drink system is used extensively in all areas that retail drinks from a cool room.

This includes service stations, convenience stores, bottle shops and function centres. Other options available from Flowsell include a specialised Retrofit Bottle Slide Kit. This kit enables a customer to convert an existing flat shelf into a gravity feed system.

This system has been successfully used in convenience stores, bars, sporting clubs, cafes, bakeries, fast food outlets and anywhere that has a fridge with flat shelves.

Flowsell also supplies a gravity feed milk trolley for use in supermarkets with a dedicated cool room.

Free your staff to deal with customers in store and let gravity do the grunt work. Contact Flowsell on www.flowsell.com.au or Ph: 03 9708 2276 to find out how you can start saving today.

10 Sonia Street, Carrum Downs, VIC 3201 Phone: (03) 9708 2276 Fax: (03) 9708 2279 Hours: Mon - Fri: 9am - 5pm www.flowsell.com.au

Gascorp Pty Ltd – Budget Petrol

North Cross Australia Pty Ltd

Budget Petrol, established in 1985 is one of the oldest and largest groups of independent service stations in NSW, with over 60 locations in the Sydney Metropolitan area. Our Retail stores strive to provide our customers with Quality Fuel at Budget Prices.

Our Wholesale arm – Gascorp Pty Ltd offers independent operators a business model which enables them to run their own business without interference, while utilising the backing of a competitive, professional and reliable brand.

We offer competitive Mobil supplied fuel prices, Valvoline Oil, LPG Supply, In Store Programs, ATMs, Banking Partners and Environmental Regulation Support. We also operate our own fuel transport company which allows us to offer the highest levels of service for fuel deliveries and logistics.

North Cross Australia Pty Ltd is a multi-disciplinary firm that has offered a wide range of services to the Service Station Industry since 1990.

Our body of work is impressive and ranges from design, construction, civil, environmental, specialist petroleum services, demolition and local & statutory authority compliance.

We have worked with property owners and site operators for: • Underground Petroleum Storage System (UPSS) compliances.

• Fuel System Modifications.

• Design, Installation and Commissioning of new Fuel Systems.

• De-commissioning and Demolition (Unrestricted Licence) of existing fuel systems (incl Tank Removal or Abandonment).

• Asbestos Removal.

• General Construction Work.

• Civil Work.

• Environmental and Remedial.

We can help independents looking to: • Lease their property to a reputable company • Sell their property freehold • Reimage and brand their site • Change fuel supplier and retain their independent brand

Contact: Diann Melas Phone: (02) 9564 2355 Email: fuels@gascorp.com.au Web: budgetpetrol.com.au

To be listed here, please contact Safa de Valois on 0405 517 115 or email safa@c-store.com.au

North Cross Australia Pty Ltd ABN 30 130 834 329 Unit 14, 54 – 60 Links Rd, St Marys NSW 2760 Phone: (02) 9673 4004 Fax: (02) 9623 5823 Mobile: Norman Badaoui 0401 564 566 Email: norm@northcross.com.au Web: www.northcross.com.au

April/May 2019 | C&I | www.c-store.com.au 65

SUPPLY-FIND

Shipman King Pty Ltd Shipman King Pty Ltd is an Australian designer, manufacturer and distributor of equipment for the service station forecourt industry.

Under their ESKAY brand, Shipman King’s long history has enabled the company to become a major supplier of this equipment throughout Australia, New Zealand and the Pacific region.

With an extensive product range and ability to service the whole of Australia, Shipman King is truly your one stop shop. Australian owned, Shipman King’s product range includes: • Fill Adaptors and Caps, Dip Cap Assemblies • Upflow Vents, Pressure Vacuum Vents • Dip and Fill Product Markers • Vapour Recover Equipment, Stage 1 and 2 • Overfill Prevention Valves complete with aluminium tube ready for retro fitting • Monitoring Wells and Ground Boxes • Durapipe PLX Polyethylene Piping System • Underpump Containment Sumps and Browning Spill Safe Boxes • Adblue Equipment • Aluminium and Composite Manway Covers • Aboveground Tank Equipment For a complete product range please visit Shipman King’s web site.

Contact: Nigel Howlett Phone: (03) 9459 9900 Email: sales@shipmanking.com.au Web: www.shipmanking.com.au

Other suppliers Abacus Stocktaking Services Pty Ltd Accor Action Installation & Services Pty Ltd Active Eye Advanced Lighting Technologies Australia Inc Aitken Rowe Testing Laboritories PtyLtd Augusta Properties AusSport Pty Ltd Australian Enviro Services B&B Industrial Benchmark Business Sales & Valuations BP Australia Caltex Australia Capricorn Society Ltd Cavvanba Consulting Pty Ltd Coffey Environmental Services Commercial Indemnity Pty Ltd Compac Sales Pty Ltd Conservelec Pty Ltd Douglas Partners Earth Air Water Consulting & Monitoring P/L ECL Group Energy Action Environmental Monitoring Solutions Pty Ltd Envirotank Pty Ltd Envirowest Consulting Pty Ltd EquipCo ETP International Pte Ltd F&M Supplies Fuel Data Solutions Fuelgear Geo-Logix Pty Ltd

Gilbarco Australia HMC Pty Ltd Intertek Testing Services Jeffery & Katauskas Pty Ltd Jon Jen Trading Pty Ltd Leighton O'Brien Pty Ltd Liberty Oil Liquip International Pty Limited Metro Petroleum Mobil Oil Australia MPHP Architects Pty Ltd MTAA Superannuation Fund Pty Limited North Cross Australia Pty Ltd Northern Petroleum Equipment Services Pacific Guage Park Pty Ltd Perich Constructions Pty Ltd Perisale Australia Pty. Ltd. Petroleum Tank Technology Precision Stocktaking Services Puma Energy RCA Australia Pty Ltd SGS Australia Pty Ltd Spill Station Australia Pty Ltd Tank Solutions Pty Ltd Tennco Pty Ltd The Remediation Group Trans Tasman Energy Group Trax Retail Solutions Unigas Pty Ltd United Petroleum Urth Energy Valvoline Wayne Fuelling Systems

SI Retail SI Retail is an Australian owned family business that has been operating since 1974. With extensive technical knowledge, their professional team have developed a range of versatile shop fittings and point of sale solutions to suit a variety of retail industries.

With the petrol and convenience industry in mind, SI Retail has created a range of displays for retailers to showcase their products in the most costeffective and efficient ways. This will assist your business by driving product sales, whilst decreasing operational costs and maintaining a neat and attractive environment to promote a positive shopping experience for your customers.

Whether you require signage, shelving, shelving accessories (such as roller gravity shelves, LED lighting or shelf management), shopping baskets, hooks or data strips, SI Retail have the solutions for you!

Phone: 1300 434 775 Email: info@siretail.com Hours: Mon - Fri (8.30am - 4:30pm) Web: www.siretail.com

66 April/May 2019 | C&I | www.c-store.com.au

Petroleum equipment and services C&I Supply-Find is a detailed listing of suppliers of products for resale, business services, maintenance providers, and manufacturers and suppliers of capital equipment for shop and forecourt. It is included in every issue of C&I Retailing Magazine, six times per year to a circulation of around 22,795 businesses.

The rate for posting in C&I Supply-Find is $2,950 + GST for one full year (six print issues and 12 months on our website). Bookings are a minimum of one year. For a 1/2 page, the rate is $5,900 + GST per year.

For all advertising enquiries with C&I Media, please contact

Safa de Valois

Mobile: 0405 517 115 Email: safa@c-store.com.au

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