CSD April Digital Issue 2

CStoreDecisions Solutions for Convenience Retailers
C-Stores Conquer
New HR Challenges The 12th annual CSD/Humetrics HR Benchmarking Survey outlines
how c-stores are responding to today’s human resources challenges,
as COVID-19 presents never-before-seen obstacles.
INSIDE
HR Awards ...............................18
Best of Pizza & Roller Grill ........50
Efficiency Clocks In .................58
SPECIAL Report:
A Business’s Financial
Guide to Virus Survival ....38
April 2020 • CStoreDecisions.com
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CONTENTS
April 2020 • Number 4 • Volume 31
CStoreDecisions ®
EDITOR’S MEMO
8 Our Commitment to You
FRONT END
10 Quick Bites: Mastering Store Sanitation
12 The ABCs of FDA Tobacco Product Review Applications
16 Executive Corner: Tanner Krause Talks Adjusting
Regulations for Today’s Workforce
18 HR Awards: Doliveira Cultivates Sheetz DNA
22 HR Awards: Whitlock Steers Culture at Tiger Fuel
SPECIAL REPORT
38 A Business’s Financial Guide to Virus Survival
CATEGORY MANAGEMENT 26
42 Smokeless Eyes Flavor Forecasts, Pouch Potential
46 Springing Into Dispensed Sales COVER STORY
FOODSERVICE 26 C-Stores Conquer
50 Foodservice Awards: Best of Pizza New HR Challenges
54 Foodservice Awards: Best of Roller Grill The 12th annual CSD/Humetrics HR Benchmarking
Survey outlines how c-stores are responding to
TECHNOLOGY
today’s human resources challenges, as COVID-19
58 Efficiency Clocks In presents never-before-seen obstacles.
50 BACK END
64 Product Showcase
73 Ad Index
74 Industry Perspective: An Opportunity to Be Significant
SPECIAL ANNOUNCEMENT:
Due to COVID-19, the Young Executives Conference (YEO)
— formerly scheduled for May — will run in conjunction
with the 2020 National Advisory Group (NAG) Conference,
set for Sept. 13-16 in Charlotte, N.C.
4 CSTORE DECISIONS • April 2020 cstoredecisions.com

the CSD Group
CStoreDecisions CStoreDecisions
CStoreDecisions .com ® ®
www.cstoredecisions.com
Convenience Store Decisions •

CStore
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CStore Decisions (ISSN 1054-7797) is published monthly by WTWH Media, LLC., 1111 Superior Ave., Suite 2600, Cleveland, OH 44114, for petroleum company and convenience Lindsay Lyden, Vice President, Development
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Editor’s Memo For any questions about this issue or suggestions for future
issues, please contact me at jlofstock@wtwhmedia.com.
Our Commitment to You

It is safe to say these past weeks have been among the been a people-first business. hether it’s a
most difficult and emotional that any of us can remember natural disaster or a global pandemic, the conve-
in our lifetimes. The impact of the coronavirus outbreak nience store industry always rises to the occasion,
and this COVID-19 virus is no exception. The
has been felt by individuals and families, companies and important thing to remember is that we will all get
communities, across the country and around the world. through this together.
All of us at CStore Decisions, the National Advisory Our role here at CStore Decisions is to be a
Group (NAG) and the Young Executives Organization connector to information and positive stories to
(YEO) are struggling with the COVID-19 pandemic like keep you informed, motivated and focused on the
you, both personally and professionally. These are chal- great work you are doing.
lenging times, but there are also reasons to stay positive. In late March, we hosted a webinar on what to
The convenience store industry has been a beacon of do if your store is contaminated by the coronavirus.
hope these past two months for millions of Americans I was expecting a good response, but nearly 400
concerned about access to essential items like gasoline, people registered to participate in ust the first few
milk, bread and fresh food. Your convenience stores, in hours. That reinforces to me that we need to stay
some cases, have been the only stores in town where the proactive with information to help you get through
lights are still on. That brings tremendous comfort to the this crisis. It is our mission and my commitment to
customers you serve. you, and all of us here take it very seriously.
It’s times like these where your corporate culture and Please let me know if there is any way we can
your core values carry your business. I am so proud to be of assistance. The next few months will con-
read all of the stories about c-store chains stepping up to tinue to see new challenges, but we will persevere
protect and pay employees on the front line in an effort if we stay smart, diligent and minimize risks. I have
to maintain some sense of normalcy for the community, no doubt our great industry will rise back stronger
which includes police, firefighters and the rest of our than ever. Please be safe.
nation’s first responders.
In all my calls with retailers, the common theme was
their special concern for their people, and that doesn’t
J o h n L o f s t o c k
surprise me as the convenience retail industry has always
YEO and CBD Conferences Postponed

Over the past few weeks, it has become clear that it is in the best interest of our members
and long-term public safety to reduce large gatherings. As such, we have made the decision to
postpone the YEO Conference and the CBD Conference scheduled for May 4-7 in Nashville.
The CBD Conference will transition to a two-part webinar series with the same agenda on
May 6 and May 7 at 2 p.m. EST daily. The YEO Conference will be rolled into the annual National
Advisory Group (NAG) Conference Sept. 13-16 in Charlotte, N.C.
I want you to know that we understand the enormous pressure you are under to continue operat-
ing your businesses and looking after your employees and families. Our thoughts and prayers go
o t to yo as e na igate these di fi lt times together

For trade purposes only. ©2019 Swedish Match North America LLC
CONTACT YOUR SWEDISH MATCH REPRESENTATIVE

OR CALL 800-367-3677 FOR ADDITIONAL DETAILS
quickBites
MASTERING STORE SANITATION
In the midst of COVID-19, ensuring a thoroughly sanitized
store is more important than ever. C-store retailers should
visit the Centers for Disease Control and Prevention THE DINING MINEFIELD
(CDC) website for the most up-to-date best practices on % who believe it would INCREASE their
employee hygiene and store sanitation guidelines. likelihood to contract the coronavirus.
78% Touching Door Handles
77% Self-Serve Food (salad bar, buffet)
PROTECTING YOUR ENVIRONMENT 74% Public Restrooms
DURING 68% Self-Serve Drinks (fountain, coffee, etc.)
64% Sharing Condiments (ketchup bottles, etc.)
Source: Datassential, “COVID-19: Coronavirus & the Impact on Eating,” March 2020
MAKE THE RESTROOM

The CDC recommends the following among its
advice for businesses as of March 21, 2020. THE BEST ROOM
Consider improving engineering controls using 62% ill definitely or probably
the building ventilation system, such as increasing spend more $$ in response to clean restrooms
ventilation rates and/or the percentage of 3/4 … make it a point to visit a business
outdoor air that circulates into the system. because they know it has nice restrooms
Provide tissues and no-touch disposal receptacles. 76% ... report having had a particularly
bad public restroom encounter
Provide soap and water.
Place hand sanitizers in multiple locations Source: Bradley Corp., “Healthy Hand Washing Survey,” 2020
to encourage hand hygiene.
Place posters that encourage hand hygiene at entrances
and other areas where they are likely to be seen. MOST COMMON AGGRAVATIONS
Discourage handshaking — encourage other IN PUBLIC RESTROOMS
noncontact methods of greeting.
85% Clogged or unflushed toilets
Direct employees to visit the coughing and
sneezing etiquette and clean hands webpage
83% Toilet paper dispenser empty or jammed
on CDC.gov for more information. 78% Partition doors don’t latch closed
If surfaces are dirty, they should be cleaned using 74% Old, dirty or unkempt overall appearance
a detergent or soap and water prior to disinfection. 71% Paper towel dispenser empty or jammed
For disinfection, most common EPA-registered
household disinfectants should be effective. 62% Water on floors
Source: https://www.cdc.gov/coronavirus/ Source: Bradley Corp., “Healthy Hand Washing Survey,” 2020
EMPLOYERS: LEND A HELPING (AND CLEAN) HAND

Remind Sick
Implement a Thoroughly Clean Employees to
Hand Hygiene and Disinfect Stay Home:
Program: “Hot Spots” Daily:
Employees who have
Hand-washing can Door handles, desks, symptoms of coronavirus,
elevators, light switches Keep Supplies
reduce the number i.e.: fever, cough or shortness Well-Stocked:
of respiratory and other high-touch of breath, should notify
surfaces should be Hand hygiene products, toilet
illnesses by 16-21%. their supervisors and stay tissues, trash bags, disinfectants
wiped down and home (per the CDC).
Source: Cintas Corp. disinfected daily. and microfiber cleaning cloths.

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FRONT END Tobacco Update
The ABCs of FDA Tobacco

Product Review Applications
Manufacturers must submit market authorization applications for
deemed tobacco products by May 12, or some products now on
the market may no longer be authorized for sale.
Thomas Briant • NATO Executive Director
In 2009, the Family Smoking Prevention and Tobacco Control Act (SE) report. In this pathway, a
a thorized the ood and r g dministration to reg - manufacturer must demonstrate
that a new product has the same
late cigarettes, smokeless tobacco and roll-your-own (RYO) tobacco. characteristics as a “predicate”
This federal law required cigarettes, smokeless and RYO tobacco product (either a grandfathered
first introd ed into the mar etpla e or modified a ter eb product that was already on the
to re ei e mar eting a thorization rom the prior to being mar et as o eb or
a product that has previously
o ered or sale his same mar eting a thorization re irement received an SE marketing autho-
was later extended by the FDA to cigars, pipe tobacco, electronic rization or that the ne prod t
cigarettes, vapor products, hookah and alternative nicotine products does not raise different questions
— referred to as “deemed” products — effective Aug. 8, 2016. of public health.
This approach is most common
In the coming months, FDA wholesalers should consider con- with changes to existing combus-
will require manufacturers of tacting manufacturers directly and tible or moist smokeless tobacco
deemed tobacco products (that is, inquiring whether market applica- products.
all products other than cigarettes, tions ha e been or ill be filed or • The second kind of marketing
smokeless tobacco and RYO) the company’s products. a thorization s bmission is alled
to file mar eting a thorization FDA’s requirements for market a Pre-Market Tobacco Product Ap-
requests by May 12, 2020, or be a thorization appli ations de- plication (PMTA). The FDA’s PMTA
subject to FDA enforcement. pends on various factors, includ- review, among other things, evalu-
The FDA is very limited in what ing date of product availability in ates the product’s risk to the indi-
information it can disclose re- the marketplace. vidual user and possible impact to
garding application status. Some the population, considering both
manufacturers have already sent MARKETING AUTHORIZATION tobacco users and non-users. A
out communications to their retail SUBMISSIONS product will be granted a PMTA
and wholesale customers indicat- ll toba o prod ts first mar eting a thorization order by
ing that they are complying with introduced into the market or the i the agen y finds that
the mar et a thorization filing modified a ter eb marketing of the new product
requirements for their particular m st re ei e a thorization would be “appropriate for the
family of products. These com- Manufacturers satisfy the market- protection of the public health.”
m ni ations an ser e as onfir- ing a thorization re irement A PMTA will be most common
mation that those products may primarily through one of two among new product categories
remain on the market during prod t a thorization path ays such as electronic cigarettes, e-
the FDA review process. In the he first type o mar eting vapor, hookah, nicotine gels and
absence of a communication a thorization s bmission is no n novel oral alternative nicotine
from a manufacturer, retailers and as a Substantial Equivalence tobacco products.

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FRONT END Tobacco Update
PMTA CONTENT AND continue to be marketed unless FDA It is important to know that one
REVIEW PROCESS issues an order otherwise. SE or PMTA application is required
A PMTA is an extensive submis- • New cigarette, smokeless and per product SKU or per brand family,
sion that the FDA subjects to a RYO products introduced after which is why such a high number of
thorough review process. To be March 22, 2011, must receive a mar- pre-market applications will likely
complete, a PMTA needs to include, keting order from the FDA prior to be filed
among other things, the following being offered for sale. • “Deemed” products including
information and documentation: • The FDA previously extended cigars, pipe tobacco, electronic
• A full statement of the ingredi- timelines to submit tobacco product cigarettes, vapor products, hookah,
ents, additives and properties of the review applications for “deemed” alternative nicotine products
tobacco product; products, including cigars, pipe and heated tobacco products
• Published reports from studies tobacco, electronic cigarettes, vapor introduced to the market after Aug.
and investigations that show the products, hookah, alternative nico- 8, 2016, must receive a marketing
health risks of the tobacco product tine products, and heated tobacco order from the FDA prior to being
and whether the tobacco product products introduced between Feb. offered for sale.
presents less risk than other tobacco 15, 2007, and Aug. 8, 2016.
products; A federal judge recently ordered UNDERSTANDING STATUS
• Clinical human study outcomes the FDA to impose an accelerated OF PRODUCT APPLICATIONS
based on the use of the tobacco application deadline. Manufacturers Some products currently on the
product; and o these prod ts m st no file S market may not be authorized to be
• A full description of the methods or PMTA marketing authorization sold post May 12 if the manufactur-
used in, and the facilities and requests by May 12, 2020. FDA may ers of those new, deemed products
controls used for, the manufacturing, allow these products to remain on do not submit a market authorization
processing and packing of the the market for up to one year, or application.
tobacco product. potentially even longer, during the The process will also continue to
In general, the FDA follows a application review period. unfold. As outlined above, some
three-step PMTA review process. At To be clear: The May 12, 2020 products for which an application
each juncture, the agency can reject deadline applies to all new (non- is submitted may receive “Refuse
a PMTA. grandfathered) deemed tobacco to Accept,” “Refuse to File” or “No
products introduced after Feb. 15, Marketing Order” determinations. If
MARKET AUTHORIZATION 2007, including cigars, pipe tobacco, at any point the applicant receives
ENFORCEMENT electronic cigarettes, vapor products, one of these negative determina-
FDA enforcement of the hookah products, nicotine gels and tions, the product becomes unlawful
marketing authorization requirement alternative nicotine products. and it cannot be legally sold.
varies based on product type and This can be achieved through Under federal law, the FDA is, in
date of market availability. In general: either the SE or PMTA pathway. In general, prohibited from disclosing
• All tobacco products on the fact, many brands of cigars, pipe information about pending market
market on or before Feb. 15, 2007, tobacco and some of the other authorization applications or disclos-
are “grandfathered” and exempt deemed tobacco products are ing for which products applications
from the premarket authorization likely to be substantially similar to a have been submitted. Indeed, the
requirement. Manufacturers are tobacco product that was already on FDA has already indicated it will not
not required to submit SE or PMTA the market as of Feb. 15, 2007. In publish a list of those SE or PMTA
applications for grandfathered those ases man a t rers an file applications that have been ac-
products to remain on the market, SEs with the FDA by May 12, 2020. cepted for review by the agency or
but the products must comply with At the same time, there were no status updates on a product’s review
all other FDA tobacco regulations. electronic cigarette, vapor or alterna- progress.
• New cigarettes, smokeless and tive nicotine products on the market This means that retailers and
RYO products introduced between as of Feb. 15, 2007, which means wholesalers will need to rely on
Feb. 15, 2007, and March 22, 2011, that there is no substantially similar manufacturers to inform them of
ere re ired to file mar eting prod t to rely on to file a S or all whether they have submitted timely
authorization submissions by March of those products, manufacturers are applications or have received a
22, 2011. Products that did so are re ired to file s ith the negative decision at any point in the
referred to as “provisional” and may by the May 12 deadline. process.

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Front End | Executive Corner
Tanner Krause Talks

Adjusting Regulations for
Today’s Workforce
Kum & Go sees success with eliminating random drug testing
and relaxing dress code rules for employees.

Erin Del Conte • Executive Editor
In today’s labor market, many convenience store chains are

re-evaluating and loosening old rules — from random drug testing
to tattoo bans or hair color requirements — to ensure they’re not
dis o nting ality employees ho might other ise be an ideal fit
CStore Decisions caught up with our core values of passion, integrity, make for great conversation starters.
Tanner Krause, president of Des teamwork, caring and excellence is Plus, it’s important that our associ-
Moines, Iowa-based Kum & Go, what’s important to us — and that’s ates reflect our customer base so
which operates 400 c-stores in 11 how we select, train and develop our that all feel welcome in our conve-
states, to learn more about how talent. nience stores.
the chain has adapted policies to
accommodate a new generation of CSD: How does ending drug testing CSD: Why is creating a more trusting
employees. help create a more trusting work work culture important, and how
culture? does it benefit Kum & Go? What
CStore Decisions (CSD): You tweeted TK: We hire associates to bring Kum have you seen improve since
last year that one of your first & Go’s purpose to life. By trusting working to create a more trusting
moves as a senior leader was to end and empowering them to make the work culture?
drug testing. When did you end right decisions, we believe we can TK: We were shooting ourselves in
drug testing for employees, and get a workforce that is happier, more the foot when it came to turnover.
why do you think this decision was engaged and more committed to We had good associates get ran-
important? that purpose. domly selected for testing, only to
Tanner Krause (TK): Kum & Go have them fail and be forced out of
stopped its random and proactive CSD: Are you doing anything to the company.
drug-testing program in 2017, shortly relax dress code rules, allow tattoos, If our people show up to work
after I took over as the leader of our piercings or purple hair? Why or under the influence of any substance,
Grow People (HR) Department. We why not? or if they bring narcotic activity to
still reserve the right to drug test our TK: Connecting with people is an im- our stores, those are mistakes that
associates with proper cause, but portant part of our culture. Interesting will have serious consequences.
what we want is to build a culture hairstyles or body art are quick and However, we believe in trusting our
around trust and empowerment. easy ways for our associates to make associates. And so far, that decision
Performing your job, internalizing connections with our customers. They has really paid off.

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Front End | HR Awards
Doliveira
Cultivates
Sheetz DNA
Stephanie Doliveira plays a key role in helping Sheetz
live by its core values, or Sheetz DNA, while growing
programs — like maternity leave — to better invest in employees.

As vice president of human resources (HR) at Altoona, Pa.-

based Sheetz, Stephanie Doliveira has been instrumental in driving
employee engagement, developing the brand’s core values,
boosting employee benefits and retention and helping Sheetz earn
a spot on Fortune’s ‘100 Best Companies to Work For’ list in 2020.
CStore Decisions is recognizing Doliveira as part of our HR awards for her
strategic planning and execution of employee-related initiatives, from talent
development and succession planning to employee relations and engagement.
An HR veteran, Doliveira graduated from Penn State University with a
Bachelor of Science in labor and industrial relations and continued on to law
school, receiving a Juris Doctor from Widener University. She started out as an
attorney, focusing her practice on labor and employment law. Nineteen years
ago, she joined Sheetz as a human resources manager, and seven years later,
she became the vice president of HR. What she loves most about her current
role is her ability to make a difference in employees’ lives at Sheetz, which
operates 600 stores in six states.
“I also love our annual employee recognition event, SheetzFest, where we
honor our hard-working employees on their milestone anniversaries with
Sheetz. Our employees are our most valuable asset, and it’s important we take
time to celebrate them and their contributions to the company,” Doliveira said.

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Sheetz’s commitment to invest-

ing in its people earned it a spot
on Fortune’s ‘100 Best Compa-
nies to Work For’ list for the fifth
year in a row.
SHEETZ DNA
Doliveira was part of a team that From an HR perspective, Sheetz is committed
introduced Sheetz DNA, an initiative that has to investing in its people, providing competitive
formed a lasting impact on Sheetz’s culture wages and substantial benefits, fle ible schedules,
by outlining seven characteristics that make tuition reimbursement, quarterly bonuses, vacation
up Sheetz’s values. time and career growth opportunities. That
“These seven values are at the core of commitment earned it a spot on Fortune’s ‘100
what we do: Driven to Win, Connected, est ompanies to ork or’ list for the fifth year
High Energy, Pioneering, Dependable, Real in a row in 2020.
and, at the heart of it all, Respect. We show Sheetz doubled down on its commitment to
respect for our customers and for each employees by investing $16.8 million in store em-
other,” Doliveira said. “The entire Sheetz ployee wages last fall.
organization embraced the declaration “As a family-owned and operated business, it’s
of these A markers to help define our important at Sheetz to ensure we are providing
culture. These values guide us every day not just competitive wages but building a culture
in the way we approach our work, our where employees feel valued. It’s also important
interaction with customers, our product to us to make employment at Sheetz not just a job
offerings and store design, the attitude we but a career,” Doliveira said.
display, our community involvement and all Sheetz’s investment in wages also coincided with
the ways we excel with our growth strategy a move to shift more store employees from part-
and as an industry leader.” time to full-time work. While this makes Sheetz an
Doliveira played a key role in Sheetz’s re- outlier in a retail industry known for relying mainly
cent initiative to ensure eligible new mothers on part-time frontline employees, Sheetz believes
receive 12 weeks of maternity leave at 100% full-time employees are more engaged.
pay from the day their child is born. “As a “By working more hours, employees earn more
mother, I know how hard it is to balance work and gain full benefits, which are given to those
and parenthood,” she said. “This is one step who put in 30 or more hours a week,” Doliveira
to help our employees to balance it all. We said. “This also allows for better scheduling
are currently evaluating other paid leave opportunities to support a strong work-life bal-
programs for fathers, adoptive parents and ance. This move is a win for both employees and
for other family circumstances.” customers.”

Whitlock
steeRs culture
at Tiger Fuel
At Tiger Fuel, Ryan Whitlock spearheads
strategies to enhance training, beef up benefits,
reduce turnover and improve communication.

As the director of human resources (HR) for Charlottesville, Va.-

based Tiger Fuel Co., Ryan Whitlock helms HR for the entire organi-
zation, including its nine The Market convenience stores, fuel dis-
tribution, propane and wholesale distribution and All-American Car
Wash, which has been rebranded the TigerWash.
CStore Decisions is recognizing Whitlock with an HR award for his role in
driving culture, enhancing employee benefits, reducing turnover and acting as
an employee advocate across the organization.
“There isn’t anyone that doesn’t feel comfortable in asking a question or
working through something. I feel that’s just a critical component of a true
human resources business partner,” Whitlock said.
Whitlock has always been interested in “the people aspect” of
business. n hitlock’s first ob at a local ed obster in ochester
Hills, Mich., he had the opportunity to create training programs
for the host department such as phone etiquette and its mystery
shopper program. “I knew pretty soon, pretty quickly that was a
career path I was interested in taking,” he said.
While attending college at Michigan State University in East
ansing, ich., hitlock embarked on a 4-year career at Applebee’s
when he was offered a staffing specialist position. e went on to hold
roles as a regional training manager in the Washington, D.C., area and
regional manager of HR for Virginia.

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Tiger Fuel committed to investing more than

$300,000 more per year on wages, giving 170
employees at The Market and Tiger Fuel an 11%
Whitlock began working at Tiger Fuel Co. in March 2016 as
wage increase in November.
its director of HR.
“I was lucky enough to run into the opportunity here at
Tiger Fuel in what I feel to be the most effective recruitment
method that we have today — through networking and
through a referral,” Whitlock said. He was visiting a com-
munity pool with family when he was introduced to Tiger‘s tomer service oriented folks, and we wanted
president Gordon Sutton. to be able to not only just lead (in terms of
wages), we wanted to be at the top.”
BETTERING BENEFITS Since the November wage boost, Tiger cut
In February 2019, Whitlock spearheaded Tiger Fuel’s its turnover in half across the organization.
rollout of its iger ife are health benefit program, through “(As of March 2020) we’re sitting at about
a partnership with CareTeam Health that assists area 10% turnover for the whole group. It’s about
employers in joining to open a private membership health 40% in our retail c-store division,” he said.
center for employees. Preventative visits are free, and all “So that’s pretty amazing and pretty quick.”
other visits require a $25 copay. Tiger also introduced pet Above all, Whitlock has cultivated a posi-
insurance and revamped its paid time off program to be tive perception of HR at Tiger Fuel Co. “I
more robust and reward employees with a long tenure. make it my role to ensure that we’re making
In March 2019, Tiger Fuel Co. ranked No. 3 on C-BIZ our employees’ lives easier, that the money
magazine’s list of 15 best employers in Charlottesville, Va. they earn from working hard and doing a
Whitlock has also been instrumental in developing great job is kept in their pockets as much
inclusive, well-rounded formal training programs, growing as possible through better benefit lineups,
employee wages and reducing turnover. Tiger committed through the ability to make decisions easier
to investing more than $300,000 more per year on wages, or to change little things (to make) balancing
giving 170 employees at The Market and Tiger Fuel an 11% their busy lives easier.”
wage increase in November. Whitlock said he looks forward to spend-
“We took time to really look at our market and used our ing the rest of his career at Tiger Fuel. “I
data tools to see where we fell,” Whitlock said. “Even have found a career, a company, a culture,
though we were above the parity wage numbers at the time, leaders and a family that make this decision
we know the folks that really drive our business are the cus- a no-brainer.”

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BRANDS
2020 HR Benchmarking Report
C-STORES CONQUER
NEW HR CHALLENGES
The 12th annual CSD/Humetrics HR Benchmarking Survey outlines
how c-stores are responding to today’s human resources challenges,
as COVID-19 presents never-before-seen obstacles.
Mel Kleiman, Humetrics, and Erin Del Conte • Executive Editor
CStore Decisions’ and Humetrics’ 12th annual Human Resources (HR) Benchmarking Survey
polled c-store retailers — between Jan. 5 and March 2, 2020 — on top HR challenges and
evolving practices. Already, some c-store retailers saw COVID-19 as a possible headwind.
Asked about challenges ahead, one respon- Unsurprisingly, convenience stores could be
dent pointed to “disruption due to the coro- seen leading by example on the HR front.
navirus; not just from a customer or employee On March 13, Altoona, Pa.-based Sheetz
perspective, but we have concerns about our announced that, while all employees already
various supply chain partners — food, ingre- receive paid time off, given COVID-19, it is
dients, etc. — who may be impacted. Not to providing up to an additional two weeks paid
mention, if we have to shut down a store or our time off to employees who contract the virus or
other facilities.” are subject to quarantine. Employees with pre-
In the days since our survey concluded, the existing health conditions or compromised im-
COVID-19 pandemic became global headline mune systems are eligible for leave without fear
news, with the U.S. and other countries declar- of losing their jobs. On March 25, Sheetz said it
ing national emergencies. Shoppers rushed to would pay store employees $3 more per hour
stockpile food and toilet paper ahead of self- from March 13 through April 23 for their efforts
quarantine measures, as schools, restaurants during COVID-19.
and bars were ordered to close in several states “Respect is at the core of Sheetz DNA, and it
to help slow the spread of the virus and give is that respect for our ecosystem of employees,
hospitals a chance to cope. customers and communities that is driving our

Foodservice Report
Charlottesville, Va.-based Tiger Fuel Co. saw its turnover drop by 50%
from November 2019 to March 2020 after it raised employee wages by
11% in November.
c-store employment. f you’re in a hiring mode,

promote your ability to offer stable, steady
employment. his is also a great time to make sure
you have only team players on your payroll. lay
up the idea “ e’re all in this together owners,
managers, employees and customers. onsider: ow
might you turn this crisis into an opportunity
THE HR BENCHMARKING SURVEY

he results of the th annual
enchmarking survey are based on the respondents’
efforts during this difficult time, ravis heet , presi- recent e periences and e pectations through
dent and chief operating officer said in a statement. arch and provide industrywide insight and useful
he chain, which operates 6 stores in si states, benchmarks. A few findings of interest:
also announced it was implementing new cleaning • As seen in the chart below, and as has been the
procedures, adding hours in the daily schedule dedi- case every year since this survey’s inception in ,
cated to cleaning and saniti ing stores. staffing issues continue to be the most concerning
um Go is covering the costs of - testing industrywide challenge, by a wide margin.
for employees. “ f an associate finds themselves need-
ing to self- uarantine for the mandated 4 days, their
employment will not be in eopardy. hey will also be
compensated for their normally worked schedules,
yle rause, um Go chairman and E said in a let-
ter on arch 6. At press time it had also raised wages
for all store associates by an hour through ay .
he disruptions to “business as usual have already
taken a tremendous toll on the economy. umetrics
predicts we’ll see retailers across industries taking
one of two approaches to this arring new reality.
. espond to it as a ma or threat and go into
survival mode laying off staff, cutting services.
. ee it as an opportunity to e plore how their
organi ation might benefit from the situation in
the long run.
hile ma or business disruptions are inevitable, • eported employee turnover rates spiked as
opportunity e ists for positive growth, customer re- high as % this year, but results suggest a slightly
tention, employee involvement, as well as positive improving trend overall. ast year, more than half of
for your company and the industry. hile it has been the respondents e perienced turnover rates of %
discredited of late, the idea that the hinese symbol or more, while, this year, 6% reported rates of %
for “danger also means “opportunity has not been or more and a group average turnover rate of %.
dislodged because it does make sense. • ew uestions were added this year about the
or e ample, is there something you can offer to use of scheduling technologies.
support parents while their children are not in school his year’s survey asked 4 uestions. espon-
an you offer delivery services or curbside pickup f dents’ organi ations ranged in si e from or fewer
you’re out of hand saniti er, find a recipe online employees % with less than million in annual
and hand out copies to your customers. revenues . % to more than employees .4%
umetrics does not e pect to see ma or cuts in and more than million in annual revenues

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(12.6%). The preponderance of respondents (58.4%) which is up 23% year over year.”
fell in the 101 - <500 employee range, while almost • “We have a very narrow candidate selection.
half (49.3%) reported revenues between $1 million Oftentimes we are competing for cents on
and $50 million ($1 million - $10 million at 23.9% and an hourly rate with our competition, and
25.4% at $10 million - $50 million). competition is not solely c-stores; we are having
About 23% of respondents were corporate HR per- to compete with grocery stores, fast food, etc.”
sonnel; another 31% were “corporate other,” while • “Rate of pay is why most employees leave.”
store managers accounted for another 24%. “Others”
comprised owners, general managers and assistant EMPLOYEE RECRUITING
managers. When asked about the effectiveness of the most
widely used recruiting tools, from most to least
STAFFING CHALLENGES effective, they ranked: Employee referrals, in-store ads/
As for the specifics of the staffing challenges, 64% signage, social media, rehires, internet job boards,
cited both employee selection and retention as company website, job fairs, local newspaper and
equally concerning. As shown below, they were fol- Craigslist. Here’s a snapshot of how perceptions
lowed by employee recruiting at 54%. about these tools’ effectiveness have changed over
the last three years:
biggest staffing challenges most effective recruiting tools

2018 2019 2020
1. In-store ads/outdoor Internet job boards Employee referrels
signage
2. Internet job boards Social media In-store ads/outdoor
signage
3. Employee referrels Employee referrels Social media
4. Social media In-store ads/outdoor Rehiring former
signage employees
5. Company website Company website Internet job boards
& rehiring former
employees
On average, about 28% of all applicants did not It’s interesting to note that internet job boards fell
accept the job when offered, and about 30% of those from No. 1 in 2019 to No. 5 this year and that ‘com-
who accepted never showed up. pany website’ is no longer among the top five.
As mentioned previously, average employee
turnover was 78%. When asked, “Approximately
what percentage of 2019 new hires quit within the
following time frames?” an average of 57% quit are you actively recruiting any
within 30 days, 18% within 60 days, and 17% within
90. Only about 36% of all quits gave notice.
of the following populations?
Some interesting observations respondents shared
about staffing challenges include:
• “Past 90 days of employment, retention rate is
dramatically increased.”
• “We feel we are competitive compared to other
c-stores and continue to make investments in
compensation for associates. However, we are
struggling in terms of size and scope (margins)
compared to larger companies who are offering
higher minimum wages (Walmart, Target,
Amazon).”
• “Great progress on increasing applicant flow,

Many respondents are actively recruiting from often EMPLOYEE SCREENING & SELECTION
overlooked populations as shown in the chart on the When asked to choose the top three (most im-
bottom of p. 30. portant) attributes respondents look for in hourly
“I make a strong effort to work with each of these employees, the most often cited were attitude (75%),
groups or agencies that represent each of them to shift availability 6 % and personality 6 % . n spite
give as many sources of employee recruits possible of the fact that attitude is reported to be the “most
employment offers,” one respondent noted. Another important” attribute, only about one-fourth of re-
pointed out, “About one in five applicants have criminal spondents use attitude testing as a screening tool.
backgrounds, and we’ve made a concerted effort to
widen our net of what is and what is not acceptable.”
Other steps retailers are taking to recruit appli-
cants include low-cost ads in high school news- Screening tools in use
papers; paying for transport to work and parking;
increasing pay funding financial literacy training
and using business cards with a QR code for easy
applying, among others.
Fifty-two percent use an hourly employee recruit-
ing bonus incentive or referral reward program.
Finally, in order to appeal to younger Gen Z
workers, many respondents are relaxing rules
about tattoos (60%), piercings (47%) and hair color
46% , offering fle ible scheduling 6 % , communi-
cating with employees via mobile apps (53%) and
using digital scheduling programs (36%).

Seventy-six percent of those responding report- engagement survey; moving to an automated
ed those conducting interviews have been trained scheduling software; putting together a task
in best-practice interview techniques, and 73% use force to identify root causes of turnover and
a standardized interview question set (up markedly recommend improvements; building employee
from just 59% last year). Many are also checking relations and better training; adding competi-
the applicants’ social media posts. tive wages and benefits; promoting from within;
creating healthy, respectful relationships by
EMPLOYEE RETENTION building trust, compassion and understanding;
Some 74% conduct performance reviews, most scheduling consecutive days off; improving
often after 90 days and annually thereafter. interviewing skills; coaching; timely feedback;
On the subject of raises: To improve retention, posting schedules two weeks in advance and
retailers reported leveraging an annual employee paid time off; open-door policy for grievances;
additional training including leadership training
when are new, hourly hires eligible for managers; and greater employee recogni-
tion are just a few of the responses.
for their first raise? One respondent said their company is “trying to
change the culture to think of this as a career. We
have ways to move up in the company and into
different departments, if the will and desire is there
to succeed and be a permanent person for the
company.”
Twenty-four percent of this group expect to
increase hourly employee benefits this year and,
cstoredecisions.com April 2020 • CSTORE DECISIONS 33

employee hiring and retention tools
when asked to describe their organization’s culture, When asked: “How are you using technology when
the most frequent responses were “family-friendly, it comes to scheduling and shift changes?” respon-
teamwork, and respect/fairness.” dents noted using mobile apps, texting within a
When asked: “What are the reasons your great group, HR management systems, electronic schedul-
employees stay with your organization?” it’s ing systems or scheduling through a payroll system;
interesting to note that “best pay” comes in last. allowing employees to access a portal to schedule
themselves or allowing all staff to use technology to
EMPLOYING TECHNOLOGY change or request schedules; while others said they
This year, only 5% responded “yes” to the ques- were not using technology at all.
tion: “Have you or do you plan to add robotics, self- One respondent listed biometric timeclocks.
checkout or any other tools or technology to reduce Another respondent noted their c-store chain is
labor costs or increase efficiency ost of
that 5% are researching or testing
self-checkout. WHY EMPLOYEES STAY WITH YOUR COMPANY
When asked: “What are you
doing differently with schedule
management today compared
to two years ago?” respondents
pointed to implementing a mobile
scheduling app; adding more au-
tomation; using sales data to show
when additional staff is necessary;
predictive scheduling tied to sales
and gallons; communicating via
technology; reducing hours sched-
uled; requiring more time from
salaried employees and reducing
the variety of low-volume offerings
that require labor to prepare; using
workforce management software,
among others.

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At press time, COVID-19 had introduced

uncertainty into the market. As essential businesses,
c-stores were quick to respond. Some like Circle K,
Kum & Go and Sheetz raised the wages of frontline
employees. Several also offered paid leave for sick
employees. Many chains were busy hiring as they
moved to offer delivery and curbside pickup options.
scales to account for geographical

differentials.
To cope with the increases, some
are absorbing the costs while
many reported increasing prices of
products to preserve margins and
seeking new streams of revenue,
such as through foodservice,
“implementing a new automated scheduling soft- private labels sales and enhanced
ware in Q2, which will auto-generate store sched- loyalty programs.
ules, incorporate transaction data to optimize the Other responses included implementing perfor-
schedule, allow associates to access their schedule mance reviews; scheduling fewer hours; increas-
via an app, allow associates to swap shifts as well as ing benefits, vacation days and uarterly bonuses
take on extra shifts electronically. Also, our sched- depending on late/absent records; controlling
ules will now be (available) two weeks in advance.” overtime; and comparing their rates against the
competition.
PROGNOSIS FOR THE YEAR AHEAD As of March 2, the majority of retailers were
Uncertainties about the year ahead include positive about the future. The chart below
COVID-19. Already on March 2, respondents compares how retailers say business fared in 2019
anticipated coronavirus would impact the by percent and how they expect it to fare in 2020.
company, the economy and the c-store industry. Time will tell how disruption from COVID-19
Other concerns included uncertainty about the affects outcomes for the year ahead.
economy, declining gasoline sales
due to fuel-efficient or ero-emission
vehicles; Trump tax cuts; regulations 2019
including on tobacco and e-ciga- Much Better The Worse Much Don’t
Better Same Worse Know
rettes; EMV, minimum wage require-
ments and other local ordinances; Our company 17.7% 43.0% 29.1% 7.0% 0% 1.2%
and a worsening political divide. Our industry 12.6% 46.8% 30.3% 6.3% 1.2% 2.5%
When asked: “How is your orga-
U.S. economy 23.1% 34.6% 28.2% 14.1% 0% 0%
nization dealing with the pressure
to increase hourly wages?” many re- 2020
spondents noted they are increasing Our company 22.1% 48.0% 23.4% 2.6% 2.6% 1.3%
wages — either annually or gradually Our industry 10.4% 40.5% 35.1% 9.1% 2.6% 2.6%
with time at the company.
Other retailers noted they are U.S. economy 10.5% 35.5% 34.2% 15.8% 2.6% 1.3%
taking a ‘wait and see’ approach,
implementing increases on a perfor- Thanks to all those who took time out of their
mance basis or creating different pay busy schedules to participate in the survey. CSD

Special Report | COVID-19
A BUSINESS’S
FINANCIAL GUIDE
TO VIRUS
SURVIVAL
Financial safety nets from tax credits to loans to business
insurance can aid c-stores during this uncertain time.
Mark Battersby • Contributing Editor
COVID-19 started to make U.S. head- COVID-19 is caused by a member of the coronavirus family
lines in early March, causing an upheaval called SARS-CoV-2. COVID is short for coronavirus disease.
for employers as state lockdowns began As the virus spreads across the U.S., lawmakers are draft-
across the country to limit the spread of ing measures to blunt the economic fallout from COVID-19,
and savvy c-stores are looking to tax credits and more to
the virus and give hospitals a chance to help them through this time.
cope. Convenience stores, considered The newly passed Coronavirus Aid, Relief and Economic
“essential businesses,” remain open even Security (CARES) Act contains provisions to help c-stores
in states with shelter-in-place restrictions, weather the impending crunch, providing zero-interest
loans, tax breaks and other subsidies. It gives one-time direct
but all stores are facing a new normal.

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Special Report | COVID-19
This illustration, created at the Centers for Disease Control and Prevention (CDC),
reveals ultrastructural morphology exhibited by coronaviruses. Note the spikes that
adorn the outer surface of the virus, which impart the look of a corona surrounding
the virion, as viewed through an electron microscope. A novel coronavirus, named
e ere te es ir tor n ro e oron ir s o s i entifie s
the se of n o t re k of res ir tor illness first ete te in W h n hin in
2019. The virus causes the illness now named coronavirus disease 2019 (COVID-19).
payments to Americans of $1,200 per adult with income

below $75,000, $2,400 per married couple and $500
per child. Above the ceiling, payments will be gradually
reduced until the $100,000 cutoff for individuals. NOL write-offs no longer offer the “carryback” option
An employee retention tax credit estimated to provide that formerly provided an infusion of badly needed cash
$50 billion to businesses that retain employees on payroll refunds of previously paid taxes. Today, most NOLs aris-
and cover 50% of workers’ paychecks up to $10,000 is ing in tax years after 2017 can only be carried forward —
included. Businesses can now defer payment of the 6.2% with a limited deduction of 80% of income.
Social Security payroll tax for up to two years. Business Interruption Insurance: C-stores should
The bill also earmarks $349 billion for loans to small busi- already have this strategy in place. This insurance replaces
nesses — with funds to be spent on rent, payroll and utili- business income lost in a disaster. It’s not sold as a sepa-
ties treated as a grant that does not have to be repaid. Also rate policy but is either added to a property/casualty policy
in the bill are business tax cuts that include an increase in or included in a comprehensive package policy as an add-
the deductions for interest paid by a business from the 39% on or rider. overed are profits, usually based on earlier
level created by the Tax Cuts and Jobs Act to 50%. performance, operating expenses, temporary re-location
Plus, the Family First Coronavirus Response Act (FFCR), of the operation and reimbursement for reasonable ex-
which became law earlier in March, and the ongoing penses that allow the business to continue operating while
programs created by the Trump administration, along with getting back on its feet. Employee wages, taxes and loan
current rules, can help every convenience store survive the payments are usually covered.
COVID-19 pandemic. Inventory Considerations: Inventory that can’t be
The earlier FFCR includes a short-term expansion of turned over may have to be evaluated for “impairment.”
paid sick leave. Employers have long been able to claim Changes in prices and reduction in demand must also be
a tax credit — a percentage of the worker’s wages — for considered. The result: inventory costs being written off
providing paid family and medical leave to employees. other than as “cost of goods sold.”
Today, a new provision requires certain employers to Credit Options: A pre-established line of credit allows
pay sick leave to specified employees, while receiving a c-stores to borrow in increments as needed, repay it and
compensating 100% tax credit. Plus, there’s a requirement borrow again as long as the credit line remains open.
that family-leave wages be paid to certain employees with a Loans & Adjustments: The U.S. Small Business Admin-
temporary 100% tax credit and similar tax credits for self- istration (SBA) already has the authority — and available
employed persons. funding — to make over $7 billion in loans to qualify-
ing small businesses to assist economic recovery. More
FINANCIAL TOOLKIT recently, the government will be providing $50 billion to
NOL: Still in the tax arena, a Net Operating Loss (NOL) the A to aid small firms struggling because of supply
occurs when a c-store business has more tax deductions disruptions or lower sales because of the virus.
than taxable income. Unfortunately, the rules governing Keeping in mind that “lost income” is not a legitimate
tax deduction, other provisions in these tax laws may help
c-store operators recover financially. or e ample, because
fast facts:
• “Lost income” isn’t a legitimate tax deduction, but
estimated taxes are usually based on projected income
early in the tax year, adjustments may be in order.
As the ever-evolving fight against - continues
other items in the ta ode o ld benefit stores to emerge, attention must be paid to new developments.
And, as always, the ever-changing response to the
• A new provision requires certain employers to pay
pandemic and the complexity of the rules when dealing
si lea e to spe ifi employees hile re ei ing a
with its economic impact make professional assistance
ta redit
advisable. CSD

LONG-LASTING
PROTECTION
Free product rack while supplies last. Contact your P&G or Acosta sales rep.
©2020 PROCTER & GAMBLE
Category Management | Smokeless
Smokeless Eyes Flavor

Forecasts, Pouch Potential
The smokeless tobacco market prospers in the face of regulatory

instability, as nicotine-on-demand products uplift the category.
Anne Baye Ericksen • Contributing Editor
If you thought that once the Food and Drug Administration

A issued its ban on most flavored vaping products in anu-
ary, that would be the end of new federal tobacco regulations,
think again. ne month later, the . . ouse of epresentatives
passed the rotecting American ungs and eversing the outh
obacco Epidemic Act of . . . Among the numer-
ous restrictions contained within the legislation is a ban on all
tobacco flavors including menthol.
Category Management | Smokeless
fast facts:
• Nearly 1,400 retailers sent letters to Congress in
opposition of . . , which would ban tobacco
The bill passed in the U.S. House despite stringent opposi-
tion from the convenience store industry. In addition to the flavors including menthol. he bill passed in the
nearly 1,400 retailers who sent letters to their representatives . . ouse but is unlikely to be introduced into
expressing concerns, a letter from the National Association of the Senate.
Convenience Stores (NACS) was entered into the record stat-
ing, “It is unreasonable to assume that consumers will simply • tates continue to push flavored tobacco bans.
transition away from these flavored products to unflavored
tobacco alternatives. Instead, a ban on menthol cigarettes, • Nicotine-on-demand pouches offer an
flavored smokeless tobacco and flavored cigars will undoubt- opportunity for retailers.
edly lead to a black market for these products because of the
broad consumer base that exists among adult users.”
The c-store industry’s reaction to the expanded restrictions
stems from basic economics. Not only do tobacco products
account for nearly 40% of inside sales, per NACS research, April , all flavored e-cigarettes and vaping items
but menthol and flavors represent a large percentage. except menthol, mint and wintergreen must be
“ enthol makes up % of the cigarette market, and fla- pulled. This ban includes self-contained disposable
vored other tobacco products (OTPs) is around 80%. It is un- e-cigarettes along with open vaping systems, which
realistic to think this demand will immediately go away. his were e empted by the A. A second measure also
bill is a stimulus package for illicit trade, said yle eckwith, taking effect bars the use of coupons or rebates for
NACS senior vice president, government relations. tobacco products.
In good news for c-stores, the legislation is not expected to
become law. As of mid-March, no companion bill had been NOD OPPORTUNITY
introduced in the U.S. Senate, which prevents the House Although the new law limits smokeless tobacco
version from progressing. States, on the other hand, continue flavor options, it’s created an opportunity. ames
to push for flavor and menthol bans. ince ecember, sales cElroy, senior category manager for uick hek,
of flavored tobacco products in assachusetts have been plans to buff up the nicotine-on-demand
prohibited, and starting June 1, menthol joins the list. pouch section of the tobacco back bar. ntil this
“ e’re already seeing - % off of business, said arek month, he only carried E in the company’s more
Yatim, CEO of Yatco Energy. The family business based in than 6 stores in ew ork and ew ersey.
Northborough, Mass., operates gasoline distribution services “ he A ban removed a lot of s in the vape
along with 22 retail sites. “We’re expecting that’s what we’re category, and by the end of April, that will go even
going to see in June, too.” further. It’s opening space for me to add, and I’ll be
This month, New Jersey c-stores prepare to adjust to a ban adding ZYN,” he said.
on flavored vaping products signed into law in anuary. y Greg Moore, a buyer for the Army & Air Force
Exchange Service, is reevaluating his
inventory, too.
“Customer response to ZYN has been
A New Favorite positive. At this time, the product is
in limited Exchanges, but due to its
Growth of spitless tobacco sales surpassed that of electronic smoking devices, even
though it still finished behind total sales of chew in the U.S. convenience store channel success, we are looking to introduce
for the 52 weeks ending Feb. 23, 2020. it into more stores during the next
planogram update,” he said.
Current In fact, there may be no better time
1-Year % Unit 1-Year %
Dollar
Change Sales Change to highlight pouches as the
Sales
segment continues to post notable
Smokeless Tobacco $7.86 B 7.1% 1.43 B 2.1% gains — Swedish Match announced
Chewing Tobacco/SNUFF $7.17 B 3.8% 1.3 B -1.3% ZYN fourth quarter sales increased by
% in a year-to-year comparison. nder
Spitless Tobacco $691 M 58.7% 133 M 54.3% the burden of changing regulations,
Electronic Smoking $4.87 B 51.2% 344 M 48.2% such impressive growth confirms
Devices c-stores can count on their ongoing
Source: IRI, a Chicago-based market research firm; total U.S. Convenience, 52 weeks ending Feb. 23, 2020, retrieved March 6, 2020 consumer appeal. CSD

Category Management | Dispensed Beverages
Springing
INTO
DISPENSED
SALES
As spring arrives, c-stores are
upgrading their dispensed equipment
and enticing customers with natural
sweeteners, new flavors and limited-
time offers and promotions.
Marilyn Odesser-Torpey • Associate Editor
Variety is the spice of life, and

some c-store retailers believe it’s
also the spark that ignites sales of
cold and frozen dispensed beverages.
With spring in full bloom, they are re-
freshing and expanding product lines
and flavors to uench customers’ thirst
for something different.

Category Management | Dispensed Beverages
To its cold dispensed

selections, Clark’s Pump-N-
Shop, which has 68 stores in
Kentucky, West Virginia, Ohio
and Florida, added Teazzers
fresh-brewed iced tea in
sweet and peach tea flavors
about two months ago. The
teas are flavored with cane
sugar, an important selling
point for customers who
prefer a natural sweetener,
said Jessica Russell, the
chain’s food service director.
In new Pump-N-Shop stores
and moving forward as units
are replaced, the company is
installing 12-head cold dis- the works. Fresh Blend custom-dispenses lemonade and
pensed or Coke Freestyle units mixes up smoothies, frappes and milkshakes.
instead of the eight-head units in the original stores. The “The smoothies appeal to our more health-conscious
former eight-head dispensers offered only Pepsi. The new customers,” Russell said.
ones offer both Coca-Cola and Pepsi. undling dispensed beverages with food is an effective
Aside from the national players, a regional brand, suggestive selling strategy for ump- - hop.
Ale-8, is also included among the dispensed selections. ouria Energy’s ouria convenience stores are adding
“The new dispensers are in about 25% of our stores fro en beverage dispensers to stores that have the
right now,” Russell said. space. In stores with the space to handle more than one
Going forward, Pump-N-Shop is planning to add iced two-head unit, the number of heads is being increased
coffee to its cold dispensed category. from two to four to accommodate innovations and
On the frozen front, the stores feature between four encourage flavor e citement, said hauna eidenberg,
and nine flavors of slush beverages. ump- - hop category manager for the chain, which has 120 stores in
switched from its original supplier to Slush Puppie last Massachusetts, Maine, New Hampshire, Rhode Island
year because, as ussell e plained, “they have a ton and Connecticut.
of flavors, including a lot of limited-time flavors. he “ ur customers look for more flavors and options in
limited-time only (LTO) offering changes about once a all spaces, from packaged goods to beverages,
quarter. Seidenberg said.
“Since the introduction of the Slush Puppie brand, frozen She explained that both cold and frozen dispensed
sales have increased, she said. “ e’re going to focus on beverages even lemonade have seen upticks in sales
our fro en beverages beginning on une by promoting over the past couple of months, “even when it’s been
the LTOs in all our stores to hopefully grab the attention of cold and wintry. he selection of non-carbonated bever-
customers. ages increased in the cold dispensed units, and in the
In four locations, the company added Fresh Blend fro en realm, novelty flavors like sour apple do well.
fro en beverages late last year. A fifth installation is in Customers also like to create their own combinations
by mi ing flavors and layers of colors, she said. ouria
fast facts:
stores feature ra il fro en beverages, which are made
with real sugar.
“It’s an indulgent, fun product, but our customers don’t
• imited-time offers and new flavors add seem to be shying away from indulgent,” she said. “They
excitement to the category. also like the fact that the products contain real sugar.”
• Today’s ingredient-conscious customers like o promote its fro en dispensed beverages, ouria
natural sweeteners. allows loyalty card members to buy six and get one free.
• Promoting bundle deals that pair dispensed or its cold beverages, the stores offer bundles with
beverages with food can boost sales. sandwiches and pizza. CSD

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Foodservice | Foodservice Awards
BEST OF PIZZA:
Kwik Trip
Kwik Trip creates high-quality pizzas with on-trend toppings via its central commissary and is
waiving delivery fees through April as it continues to serve customers during COVID-19.
Isabelle Gustafson • Associate Editor
Whether topped with pepperoni or chicken, ranch to expand the program to all the markets
where EatStreet operates.
dressing or mac and cheese, pizza is a foodservice
“Wherever EatStreet is and Kwik Trip is,
favorite across the board. CStore Decisions is award- we deliver,” said Servais.
ing Kwik Trip a “Best of Pizza” recognition for its pizza Although delivery has been trending
all year, it’s especially valuable during the
program’s quality, consistency and innovation. COVID-19 pandemic.
“We just keep selling a lot of pizza,” said Kwik Trip On March 17, Kwik Trip announced that
Foodservice Director Paul Servais. it would waive all delivery fees through April so
And for good reason. La Crosse, Wis.-based Kwik customers could more easily order food from the
Trip, which operates more than 700 locations through- comfort and safety of their homes.
out Wisconsin, Minnesota and Iowa, sells delicious,
high-quality pizzas from its central commissary, with DRIVING SALES
a popular limited-time offer (LTO) program, in-store LTOs are a great way to try out new trends and
sampling and now, in select markets, delivery. drive sales. If a pizza is really popular, Kwik Trip will
wik rip first partnered with isconsin-based bring it back again for a limited time or add it as a
delivery company EatStreet in August 2019 and, permanent menu item — which is what happened
thanks to a “very positive” response, is now working with its Mac and Cheese pizza, for example.

Q U A L I T Y C H I C K E N • E S T . 1 9 2 5
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Introducing
The Ultimate Indulgent Dessert

Kwik Trip’s next limited-time offer pizza, set to debut in late April,
is the Chicken Cordon Bleu, featuring chicken, ham and bacon on
ranch sauce with mozzarella and provolone cheese.
The current LTO is Four Cheese Margherita; it’s meat-

free for the ent season and comes on a wood-fired crust
first introduced last year.
“ ou get a little bit of that charcoal-y wood flavor and a
little thinner crust, said ervais, adding that this crust is
e clusive to the our heese argherita pi a.
“ he other ones are ust on traditional pi a crust, noth-
ing fancy, he said. “ know there’s still a lot trending out
there with wheat-free or gluten-free crusts and things like
that. ut we haven’t dabbled in that yet.
n an ideal world, he said, the our heese argherita
will be out of stock by the end of April.
“ ince we control the production, we produce our own
products in our commissary, we pick a number and say,
et’s make , ,’ said ervais. “And when they’re
gone, they’re gone.
e t up, in late April, wik rip will introduce a brand-
new pi a: hicken ordon leu, featuring chicken,
ham and bacon on a ranch sauce with mo arella and
• Three Mouth-Watering Flavors
provolone cheese.
• Convenient Thaw & Sell Format ast s include the eaty talian and the irehouse
• Packed in 10-Count Inners i a, which is topped with spicy talian sausage over a
• 30 Day Shelf Life layer of pepper ack cheese and roasted red peppers,
• Attractive Upscale Packaging esty sauce and crushed red pepper flakes.
“ picy keeps growing, or anything hot, because the
younger, discerning palates, that’s what they like, said
ervais. “ o anything you can do to get a little spice or a
little heat into the product, people like that.
o showcase new offers and s, as well as dem-
onstrate overall uality, wik rip does a lot of in-store
sampling.
n fact, the c-store chain hires people whose sole re-
sponsibility is to sample products. Allowing customers to
www.pcbakery.com ©2019 Prairie City Bakery, Inc. try before they buy builds trust and, for wik rip, has led
to increased sales. CSD

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BEST OF ROLLER GRILL:
RaceTrac
RaceTrac’s roller grill
program entices
customers with high-
quality products, bold
flavors and customization
options as well as limited-
time offerings and
ongoing promotions.
Isabelle Gustafson
Associate Editor
The roller grill is a c-store staple that plays an Dispensed Beverages Tiffany Plemmons.
“ ur guests today are looking for both a tried-and-
important role in any c-store foodservice program. true offer as well as something innovative, she said.
he first step in any successful roller grill program hile hot dogs are the most popular item overall,
is uality products, but it takes more than that to ace rac sells a lot of ta uitos, sausages and
drive traffic and e citement for this foodservice chicken roller bites, too.
category. CStore Decisions is recognizing RaceTrac o offer a greater level of customi ation, ace rac’s
for its high- uality roller grill program that keeps roller grill is typically accompanied by a fresh
things fresh with new flavors, condiments, limited- condiment program, which includes fresh tomatoes,
time offerings (LTOs) and more. onions, pickles, banana peppers and more.
At Atlanta-based ace rac, which operates more “ ith our fresh buns and condiment station,
than stores in Georgia, lorida, ouisiana, e as they’re able to customi e products ust the way they
and ennessee, classic roller grill styles are featured like them, said lemmons.
alongside trending flavors. And roller grill’s price owever, at press time, fresh condiments
point means customers don’t have to choose one were temporarily removed due to the -
or the other, said ace rac irector of ood and pandemic.

Among its roller grill promotions, RaceTrac typically

r ns three or fo r li ite ti e offers to ri e tr ffi
and excitement for the category.
LIMITED-TIME OFFERS
Plemmons said RaceTrac will typically offer three
or four s on the roller grill to drive traffic and
excitement for the program.
“ he grill is a great place to test new flavor trends,
she said. “ n the past year, we sold a ashville ot
Chicken Taquito in celebration of our entrance into the bottled and fountain beverages, chips and energy drinks.
greater ashville market, as well as a bacon cheddar While creative graphics and animations on RaceTrac’s
hot dog. social media posts help to draw customers in and
n ebruary, ace rac launched the illshire arms encourage engagement, promotions overall are a great
heddarwurst ausage, which lemmons said resonates way to showcase new products and provide greater value
especially well with RaceTrac’s core customers. to the customer.
“We are actively sourcing our 2021 roller grill items in “RaceTrac’s roller grill customers come to us because
our upcoming innovation sessions with suppliers, said they know we will always offer a high-quality product
lemmons, later adding some s and promotions may at an affordable retail, lemmons said. “ hether you
be delayed or changed due to the impact of COVID-19. are looking for a pairing with coffee to get the morning
n addition to s, ace rac often runs roller grill started, stopping in for lunch or picking up an afternoon
promotions, creating bundle meal deals with items like snack, our grill’s got something for everyone. CSD
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Technology | HR Management
EFFICIENCY CLOCKS IN
Unified tech platforms are While adapting to new technology can

streamlining functions throughout be daunting, c-store operators who em-
brace it can see enormous dividends —
the human resources spectrum.
for both the company and its workers.
Thomas Mulloy • Senior Editor

LET’S BUILD
GATHER YOUR PIECES
SOFTWARE SOLUTIONS to make your vision a reality.

You can see it. ADD Systems can help you build it. Our software solutions
give you the tools to reshape and grow your business. From the office
to the field, from delivery operations to your stores, our staff of industry
specialists has the expertise to help you gain a competitive advantage.
Take a closer look at ADD Systems at go.addsys.com/build
PETROLEUM DISTRIBUTION C-STORES HVAC 800•922•0972 addsys.com

“About three years ago, “We’re driving everything through that mobile
we went all in with technol- device now,” said McKinney.
ogy,” said Chris McKinney, print art’s unified system has allowed it to make
director of human resourc- scheduling fully digital — great for managers, but
es at Ridgeland, Miss.- even better for employees. Schedules post 10 days
based Sprint Mart, which ahead of time, and employees can shift, swap or
operates 90 stores in Missis- request time off with their smartphones.
“We’re driving everything sippi, Alabama and Louisiana. “ hey have more transparency and fle ibility to be
through that mobile “We were at a place where we able to manage that work schedule than they ever had
device now.” – Chris could analyze from top to bot- in the past,” McKinney said.
McKinney, director of HR tom what we would want our
for Sprint Mart.
(human resources) operations EMPLOYEE RESPONSE
to look like if technology were more or better woven But what about pushback from workers having to
in, more effectively woven in.” use their personal devices for workplace tasks?
Sprint Mart built a new human resources (HR) plat- “If anything, it’s the opposite,” said Tony Lee, vice
form around one unified solution to put everything in president of editorial with the Society for Human
one place that now includes timekeeping, payroll, HR, Resource Management. “Employees say the current
leave, benefits and everything else related to it. systems are antiquated. Why can’t we come up with a
Judging by the growth of digital human resource more fle ible system, a faster system And they may
management (HRM) systems, Sprint Mart isn’t alone. not be saying, ‘I want technology,’ they’re just saying,
According to the “Human Resource Management ‘I want an easier solution.’ But that means technology,
Market Size, Share & Trends Analysis Report” released better technology.”
last month by business analyst firm esearch and ar- McKinney echoed that notion. At Sprint Mart, there
kets, the global market for such systems is projected was little worry about younger workers embracing the
to reach $38.7 billion by 2027. tech-centered HR platform. That younger demo has
This improved technology is also allowing smaller been online doing banking, buying and connecting
businesses, like c-stores, access to those money-sav- using hand-held tech their entire lives. But Sprint Mart
ing, worker-pleasing systems. was prepared for resistance from older, less tech-savvy
“The use of cloud technology enables various Small workers. Those fears proved to be unfounded.
and Medium Enterprises (SMEs) to adopt modern “After the first few months or so, said c inney,
HRM solutions at reasonable prices without the need “when those who were reluctant to embrace the
for constant upgrades or replacements of systems,”
the report said.
Many of what are now being termed “human capital
management” systems are highly comprehensive,
making tasks easier for everything from recruitment
to compensation packaging to formulating staffing
payroll models for an entire company.
McKinney said that Sprint Mart’s system even lets
new employees complete new-hire paperwork via
their hand-held devices.
Those employees can also access onboarding train-
ings via the HR platform.
Sprint Mart drives nearly all of its human resources functions

through its hand-held device app. Employees can access
onboarding paperwork, training, scheduling, time off and an
array of other functions through their smartphones.
60 CSTORE DECISIONS • April 2020

A VIDEO MANAGEMENT SYSTEM
BUILT FOR INTELLIGENCE
POSITION Heat Map — identify areas POSITION People Counting — report
1 with the highest traffic
5 on customer entry and
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POSITION Path Analysis — report

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4 purchase vs browse
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3 long customers are waiting
Map and analyze the customer journey with a Video

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Management System from ClickIt. Built with powerful
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technology got a sense for how we had configured it

and tried to make it as easy as possible and how much
work it saved everybody in the long run, they got on
board, and we haven’t looked back.
fast facts:
etailers should resist the temptation to think of a
digital platform as simply a scheduling app. ee nified h man reso r es management
said newer platforms are doing so much more. systems in rease e ibility
“ here are a number of companies now that have
adopted virtual technology for screening candidates, in- and held de i es o er a nat ral a ess point
terviewing candidates, even testing candidates, he said.
hat also includes the introduction of artificial
intelligence, in the form of chatbots or what ee
termed “A for that are taking the load off deposit or a with a cash card, technology has cut
officers by answering workers’ basic in uiries. costs for employers while making pay more readily
“ hey don’t really need to tie up the time of an available to staffers.
person asking their uestion, getting their answer ver- or print art’s , employees, that means the
bally, said ee. “ f the company inserts the chatbot, return of something that pretty much disappeared
the employee can type in a uestion, and the bot is decades ago the weekly payday. he new system,
able to give back an answer based on the keywords. c inney said, makes it possible.
ou’re starting to see that used more broadly . “ here’s no huge significant cost factor to us running
ut the use of tech in is dovetailing with manag- a weekly payroll now, he said.
ing worker tasks, as well. hat includes making payroll echnology helps everybody win. hat’s something
easier for all parties involved. hether through direct worth embracing. CSD
May 6 – 8, 2020
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PRODUCTShowcase
EC Charging Windshield
Service Center Valet
Consider installing the MasonWays
Electric Car (EC) Charging Windshield
Service Center Valet to keep any site
clean of refuse with custom branded
units. Advertise to your waiting customers. Electric car drivers make
purchases while charging. Generate income from consumer product
companies by displaying their ads on video screens or posters mount-
ed on units. Drive sales in-store, and develop additional revenue with
MasonWays EC Charging Windshield Service Center Valets. Separate
gallon trash liner b ilt in paper to el dispenser and asher id
bucket. Optional video screen or poster ad frame.
Soft Pretzel Fries MasonWays

www.masonways.com
Sna oods orp s S
So t retzel ries are the ne est addition
to the S brand ithin the
foodservice segment. Tired of the same
Naturally Smoked Beef Jerky
old french fries on the menu? Soft pretzel Wenzel’s Farm introduces Wenzel’s Farm Beef Jerky. Consistent with its
fries are the perfect way to mix it up and pop lar sna sti line enzel s arm ee er y has no artifi ial olors
can be enjoyed as a side or delicious nitrates, nitrites, MSG or gluten. The new beef jerky contains 10 grams of
appetizer dipped in your favorite sauces. protein per serving and only 90 calories. Wenzel’s Beef Jerky is available in
And as an added bonus, it’s vegan and three a ors riginal eriya i and eppered and an be p r hased
in three-ounce or 10-ounce
baked, not fried. Try J&J Snack Foods
packages. Wenzel’s takes great
ne S So t retzel ries to
pride in crafting some of the
create fun, innovative recipes that add a finest protein pa ed and
new pick-me-up to your menu. naturally hardwood-smoked
meat products available, and the
J&J Snack Foods Corp. new beef jerky is no exception.
www.jjsnack.com
Wenzel’s Farm
www.wenzelsfarm.com
Berries and Cream Cigarillo

hite l os is a brand ne on ept in a or deli ering a series
of perfectly-paired combinations, designed to double the smoking
satis a tion hite l os ontains t o di erent igarillo a ors
or ing together to reate a ni ely ne e perien e he first edi
tion for White Owl Duos will be Berries and Cream. Together, these
two cigarillos combine for the perfect mixture of sweet and creamy,
for a smoking experience unlike any other. White Owl Duos First
Edition: Berries and Cream will arrive in stores nationwide in early
April and is available in a ‘2 for 99 cents’ format, ‘2 for $1.49’ and a
Sa e on pa age that allo s or retail pri ing e ibility
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PRODUCTShowcase
Bold Sparkling Water Flavors

o a ola orth meri a adds more spar le and e en a little a einated pi me p to its ast gro ing
ater line p ith the la n h o ight bold a or sions pair idely appealing r it a ors ith trend
ing but less expected ones. The calorie-free, sodium-free offerings hit stores in multi-packs of 12-ounce cans
and in o n e indi id al ans he team started ith an initial list o potential a ors be ore testing
ombinations and ltimately landing on the final line p o eight a ors
The Coca-Cola Co.

www.coca-colacompany.com
Pretzel Rounds
Snyder’s of Hanover Pretzel Rounds:
available in Sea Salt or Butter, these mini
pretzel balls are mess-free and great for
on-the-go snacking. The Butter Rounds
deliver a subtle, buttery bite, while the
Sea Salt Rounds are sprinkled with sea
salt that will satisfy any salty craving.
Snyder’s of Hanover Pretzel Rounds
are light and airy in texture, bringing
a whole new dimension to snack time. All-Natural
Available nationwide at a suggested
retail price (SRP) of $3.69. Beef Jerky
Snyder’s of Hanover After 25 years, Werner’s has refreshed
www.snydersofhanover.com its look with updated packaging. This
ne brand re e ts the al es and
attributes on which the company
(still family owned) was built, while
highlighting a ifi orth est roots
with iconic graphics and bright pops
Bold Sausage Flavors o olor a h pa age o ll at ral
jerky pairs well with everything from
Home Market Foods makes it easy
midnight snacks to midday escapes.
to add the unique taste experiences
your customers want from your roller erner s ll at ral bee er y prod
grill. From the mild heat of its fan- ucts are minimally processed with no
favorite German Recipe to hot-trending artifi ial ingredients and are gl ten
alape o heddar these ra eable free. There are no added nitrites,
sa sages bring bold a or thrills to any nitrates or MSG.
meal occasion or daypart.
Werner Gourmet Meat Snacks Inc.
Home Market Foods (800) 459-6420
www.hmffoodservice.com www.wernerjerky.com

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PRODUCTShowcase
Healthy, On-the-Go Meals

Del Monte Fresh Produce N.A. Inc.’s Better
Break products are based on fresh veg-
etables and contain 130 calories or less
per serving. Flavorful snacking is just three
minutes away, with microwave-safe BPA-free packaging allowing for a quick snack
or small, healthy meal. Better Break offers both vegetarian and plant-based options,
packed with four grams of protein per serving. The new, chef-inspired meals are avail-
Pocket Lighter able in varieties such as Spicy Pomodoro, Zesty Green Chile and Summer Corn. With
a suggested retail price (SRP) of $3.99, the single-serve, seven-ounce offering will be
Designs available nationwide this summer.
Calico Brands Inc. introduces Del Monte Fresh Produce N.A. Inc.
two new series to its Scripto www.freshdelmonte.com
UItima Designer pocket lighter
line: Runway and Geometric
2. Available in a 50-count
display-a-tray and two-pack
open stock, the lighters have a
Birthday Cake Candy Bar
suggested retail price (SRP) of irthday a e s la n h mar s the first
$1.69 per lighter in a display- time that a KIT KAT Bar includes sprinkles. This
a-tray and $3.49 per two-pack. limited-edition bar is a celebration of delicious
Scripto Ultima has up to 3,000 birthday a e a ored hite r me and the be
lights on full-size lighters, high loved crisp wafers we know and love, accented
fuel capacity, a sparkwheel by a colorful assortment of sprinkles. This new
design, visible fuel supply, KIT KAT Bar is available nationwide this month.
ad stable ame and is made KIT KAT Birthday Cake comes in a standard
with polycarbonate material. 1.5-ounce bar for a suggested retail price (SRP)
All Scripto lighters feature a of $1.09.
patented child resistant mech-
anism that exceeds Consumer The Hershey Co.
Product Safety Commission www.hersheys.com
(CPSC) requirements and yet is
still easy for adults to operate.
Calico Brands Inc.

Cheesy Popcorn
(800) 544-4837 PepsiCo’s Frito-Lay North America has introduced Cheetos Popcorn,
marketing@calicobrands.com
which combines the iconic Cheetos seasoning with popcorn, swapping
www.calicobrands.com
the b tter and salt or the heesy and spi y a ors ans no and lo e
The ready-to-eat bags are available
in t o a ors heddar and amin
hot. Cheetos Popcorn is available
now for a suggested retail price
(SRP) of $3.99 per seven-ounce
heddar bags and o n e amin
hot bags, and an SRP of $1.89 for
two-ounce bags.
PepsiCo.
www.pepsico.com

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

CStoreDecisions .com delivering content the way you want it:
print issues, digital issues, enewsletters,
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PRODUCTShowcase
Non-Dairy Frozen Dessert Bar

Made with non-dairy Belgian chocolate and a
vanilla base, Magnum Non-Dairy delivers the
brand s first e er plant based ind lgen e bar
ailable in t o a ors lassi and lmond
and ertified egan by egan tion non dairy
ans an no e perien e the signat re agn m
ra ith ea h and e ery bite aster ho o-
latiers source cocoa beans from Rainforest Alli-
an e ertified arms and pair it ith a anilla base
made ith a blend o o on t oil and pea protein
Magnum Non-Dairy bars are now available for a
s ggested retail pri e S o
Unilever North America

www.unileverusa.com
Morning Combo Pack

yson on enien e s ne immy ean orning ombos pair deli io s Crunchy Cheese Snack
brea ast a ors in a ready to eat portable pa age a h ombo pa
a o ell s ne heddar risps are s re
is ready to eat straight rom the pa age or an be heated in nder
to sha e p sna ing ith the bold a o
se onds or a arm and tasty morning sna la ors in l de ini aple
ell a ors ans no and lo e ade by
an a es aple Sa sage ites and l eberry fin Sa sage
ba ing real heese into ra eable
ites immy ean orning
risps and then seasoning ith a i
ombos pro ide a portable
o bold e i an spi es heddar risps
yet classic breakfast fare with
are a a or l eto riendly gl ten ree
eight grams o protein per
ertified egetarian sna that o ers p
pa o ering ons mers a
a good so r e o protein ith no artifi ial
on enient option they an
a ors or olors he heddar risps are
easily ta e to go
a ailable in three arieties and t o sizes
Tyson Foodservice all inspired by i oni a o ell a ors
www.tysonfoodservice.com a ho ild Sa e and ire Sa e
Taco Bell Corp.

www.tacobell.com
Wine-Based Seltzer
are oot is entering the pop lar hard seltzer ategory ith are oot
ard Seltzer ade ith three main ingredients are oot ine
seltzer ater and nat ral a or ea h milliliter an boasts
alories t o grams o s gar and is gl ten ree are oot
ard Seltzer deli ers a hint o nat ral a or and real ine in o r
ibrant and re reshing a ors ineapple assion r it herry
ranberry ea h e tarine and Stra berry a a
Barefoot
www.barefootwine.com

THE WESTIN
CHARLOTTE
Due to COVID-19, the
Young Executives
Organization (YEO)
Conference — previously
scheduled for May — will
run in conjunction with the
2020 NAG Conference.
September 13-16
THE MOST AWAITED
C-STORE EVENT OF THE YEAR!
2020
Classifieds/Ad Index
5-hour Energy 23 Hatco 57 The NAMA Show 2020 62
www.5hourenergy.com/merchkit/ 888.815.8460 / www.hatcocorp.com www.thenameshow.org
ADD Systems 59 Helix Innovations LLC 2 North American Bancard 72
800.922.0972 / www.go.addsys.com/build Home Market Foods, Inc. 19 866.481.4604 / www.nynab.com
Apter Industries 39 800.367.8325 Prairie City Bakery 52
412.672.9628 / 800.441.7146 www.HMFfoodservice.com/Bahama-Mama www.pcbakery.com
www.apterindustries.com Hoshizaki 47 Procter & Gamble 41
Brakebush Brothers, Inc. 51 www.hoshizakiamerica.com www.pg.com
800.933.2121 / makeitwithchicken.com ITG Brands 45 Raybern’s 32-33
CB Distributors 5, 7 www.itgbrands.com 888-44-ENJOY (888-443-6569)
888.824.3256 / www.global-widget.com J&J Snack Foods Corp. 75 http://rayberns.com/
Click It 61 800.989.953 / www.jjsnackfoodservice.com Solari Hemp 25
www.clickitinc.com JUUL 29 888.384.7333 / www.solarihemp.com
Convenience Distribution Association 65 www.juul.com Swedish Match
703.208.1649 / www.cdaweb.net Kooler Ice Vending Machines 11 800.367.3677
Crown Imports 21 800.858.3025 / koolerice.com8-3025 www.gamecigars.com 15
www.handfamilycompanies.com/crown-imports www.gamecigars.com 35
Krispy Krunchy 55 www.whiteowlcigar.com 63
Del Monte 53 800.290.6097 / www.krispykrunchy.com
www.zyn.com 9
800.950.3683 / www.freshdelmonte.com Last Call Vitamin Beverage 49
lastcallbeverage.com
Swisher International 43, 76
E-Alternative Solutions 37 800.874.9720 / www.swisher.com
877.373.0069 / www.Ealternativesolutions.com Liggett Vector Brands 31
877.415.4100
Trion Industries, Inc 13
Franke Coffee Systems Americas 56 800.444.4665 / www.TrionOnline.com
800.310.5710 / www.coffee.franke.com MasonWays Indestructible Plastics 73
800.837.2881 / www.masonways.com
Tyson Convenience 17
Gulfcoast 3 tysonfoodservice.com/your-channel/convenience
727.449.2296 / www.gulfcoast.com
THE WESTIN
CHARLOTTE
Due to COVID-19, the
Young Executives
Organization (YEO)
Conference — previously
scheduled for May — will
run in conjunction with the
2020 NAG Conference.
September 13-16
THE MOST AWAITED
C-STORE EVENT OF THE YEAR!
2020
www.masonways.com
800-837-2881
cstoredecisions.com April 2020 • CSTORE DECISIONS 73

IndustryPerspective
An Opportunity
to Be Significant
Anticipatory companies are finding opportunities in the midst of
COVID-19 uncertainty and leading disruption instead of merely
reacting. Your convenience store can, too.
These are challenging times the bottom line, but savvy c-stores with their customer base. For those
are doing the opposite they’re without a mobile app, it’s a good
for convenience store owners,
adapting to serve customers’ chang- time to reach out to independent
but disruptive innovation ex- ing needs while considering near- developers, who are seeing their own
pert and global futurist Daniel future customers they can capture. business drop and may be able to
Burrus urged c-stores to focus on turn an app quickly and at a bargain.
Burrus said c-stores can posi-
being significant rather than success- Instead of viewing employees as
tion themselves to thrive in ful. “Why am I separating the word ust a cost, redefine and reinvent
spite of the pandemic. success’ from significance uccess what your c-store is and what those
is all about you. ignificance is what employees may be able to help you
“While our worlds are in a period you do for others, urrus said. “ f do. C-stores may even need to hire
of indefinite stasis, people’s needs you become a significant c-store more staff to help bring products to
aren’t, said urrus, who is also the versus a successful c-store, you’re go- customers’ cars or deliver products.
author of seven books, including ing to be e tremely successful. In China, when the lockdown oc-
“The Anticipatory Organization: curred, home delivery was an asset.
Turn Disruption and Change into A NECESSITY STORE “ hat’s how people got food.
pportunity and Advantage. art of being significant is hat’s how people got supplies.
“I want us all to become positive becoming a necessity to customers hat’s how a convenience store can
disruptors, creating the disruptions by finding ways to become thrive. here’s a giant opportunity in
that need to happen to make the indispensable. “The pandemic will delivery , urrus said.
world a better place by being rooted end and when it’s over, how will In these times of uncertainty, he
in significance over success and we be seen As ust a c-store again, urged leaders to focus on what they
helping others, urrus said. “ his or will they see us in a new light are certain about. For example, the
pandemic has inadvertently leveled because we were there when others pandemic will end. eople’s needs
the playing field no one is safe from were not here’s an opportunity for supplies aren’t going away
disruption, and this global disruption to elevate our brand at this point in they’re increasing. onvenience
is happening a lot faster than digital time, urrus said. stores offer basic supplies.
disruption. e’re all in the same ow do we become significant Burrus suggested to retailers:
boat, so one major way to innovate is convenience stores dentify new “What if we become not a conve-
to find ways to help your customers ways to help customers and hidden nience store, but a necessity store
using avenues that you might not markets that have a need you can fill. ell, what a shift.
have thought of before. Burrus pointed to c-stores who were .
hen chaos strikes, it’s a natural already being “anticipatory versus Daniel Burrus is considered one of the world’s
leading futurist speakers on global trends and
impulse to turn inward and worry reactionary by rolling out mobile disruptive innovation. Learn more at https://
about yourself, your business and apps and ways of communicating www.burrus.com.

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CStoreDecisions Solutions for Convenience Retailers

©2020 Altria Group Distribution Company | For Trade Purposes Only

3144_ReducingRisk_ExpandingChoiceAd_Biker_CSD_MECH.indd 1 1/13/20 5:08 PM

Identifies and flags errors by shift,

Save up to 15 minutes a day Reduce your cash losses up to 90%

Cash Management Solution

SMARTtill™ Automation is a revolution in cash management. It enables

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4 CSTORE DECISIONS • April 2020 cstoredecisions.com

Convenience Store Decisions •

Leading Through Innovation

EDITORIAL CREATIVE SERVICES DIGITAL MEDIA/

Jeremie Myhren, Board Chairman

Kalen Frese, Food Service Director

Sharif Jamal, Corporate Brand Manager

6 CSTORE DECISIONS • April 2020 cstoredecisions.com

Our Commitment to You

YEO and CBD Conferences Postponed

8 CSTORE DECISIONS • April 2020 cstoredecisions.com

CONTACT YOUR SWEDISH MATCH REPRESENTATIVE

MAKE THE RESTROOM

EMPLOYERS: LEND A HELPING (AND CLEAN) HAND

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IM600XL IM1000 IM1500 IM2500

To learn more about Kooler Ice visit www.koolerice.com or

The ABCs of FDA Tobacco

Thomas Briant • NATO Executive Director

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Maximize Your Merchandising Space.

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AVAILABLE IN 2 FOR 99¢ AND 2 FOR $1.49

Tanner Krause Talks

and relaxing dress code rules for employees.

In today’s labor market, many convenience store chains are

16 CSTORE DECISIONS • April 2020 cstoredecisions.com

OFFER YOUR CUSTOMERS THEIR FAVORITE JIMMY DEAN ®

BREAKFAST FLAVORS IN NEW BITE-SIZED OPTIONS.

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live by its core values, or Sheetz DNA, while growing

programs — like maternity leave — to better invest in employees.

As vice president of human resources (HR) at Altoona, Pa.-

18 CSTORE DECISIONS • April 2020 cstoredecisions.com

German Recipe • Jalapeño ’N Cheddar

www.HMFfoodservice.com/Bahama-Mama | info@homemarketfoods.com | 800.367.8325

Sheetz’s commitment to invest-

20 CSTORE DECISIONS • April 2020 cstoredecisions.com

strategies to enhance training, beef up benefits,

reduce turnover and improve communication.

As the director of human resources (HR) for Charlottesville, Va.-

22 CSTORE DECISIONS • April 2020 cstoredecisions.com

Attention Independent Store Owners

regular e-mails informing you of new flavor releases and national ad

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Tiger Fuel committed to investing more than

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c-store employment. f you’re in a hiring mode,

THE HR BENCHMARKING SURVEY