forecourttech December 20

sabevents

A bi-monthly technology magazine for the evolving retail forecourt.

Technology for the evolving retail forecourt.

ISSUE: 12 | December 2020

DRIVING

THE CUSTOMER

EXPERIENCE

Peter van Nauw from Dover Fueling

Solutions (DFS), discusses how DFS is

enabling the evolution of the customer

experience through digital transformation.

CERTAS ENERGY’S

DIGITAL JOURNEY

A SHIFT OF FOCUS AT

FORECOURTTECH V

IFSF CONFERENCE

2020 REVIEW


forecourttech

Editor’s note

As we approach the new year it is such a relief to

hear the news around the imminent availability of Covid

vaccines. Many readers must be climbing the walls

waiting for a return to some form of normality around

travel and meetings once again.

During a difficult year for business we took the decision

to run forecourttech on a virtual platform and want to

thank those who attended and in particular the speakers

and moderators that made it such an interesting

and informative event. In 2021, we are extremely

hopeful that we will be back at the Asia Gardens Hotel

in Alicante next year so please mark the dates, the 12 &

13th October.

The new look, forecourttech website for 2021 is now

online featuring the conference and meetings convention,

forecourttech e-Magazine, industry news and

slots for digital advertising.

So as we head into 2021 the forecourttech brand

continues to evolve and attract more and more followers

and, as we look forward to a much brighter 2021, I

want to wish everyone a fun, healthy and successful

Christmas

pagethree

Enjoy!

The forecourttech brand is owned and

promoted by SAB Events Europe Ltd. All

rights reserved.

The views expressed in this magazine are

those of the author and do not necessarily

represent those of SAB Events Europe. No

part of this electronic magazine may be

copied or reproduced without the written consent

of SAB Events Europe Ltd.

Advertising:

Rabiaa Rahman-Quereshi

rabiaa@sabevents.eu

Features:

Wendy Taylor

wendy@sabevents.eu

SAB Events Europe Ltd.

The Quadrant

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www.sabevents.eu

#forecourttech @forecourttech www.forecourttech.com


forecourttech

News round-up

French oil and gas supermajor Total has won

a concession tender awarded by the City of

Paris for the modernisation and extension

of its public EV charging network, which will

eventually encompass 2,300 EV charging

points. The Council of Paris awarded the

tender to Total for the management of its onstreet

public network for the next 10 years,

including the supply, installation, and technical

and commercial operation of the charge

points network.

Tesla Chief Executive Elon Musk has suggested

that the company could launch a new

hatchback model in Europe in the future.

Speaking at the European Battery Conference,

Musk also claimed that Tesla are

working on a battery cell with a range of 621

miles, which would be used in the company’s

electric semi truck.

pagefour

New tests suggest plug-in hybrids emit ‘more

pollution than advertised’. Tests on three

of the most popular plug-in models reveal

emissions are far higher than advertised, the

campaign group Transport & Environment

said. Julia Poliscanova, senior director for

clean vehicles at T&E, said: “Plug-in hybrids

are fake electric cars, built for lab tests and

tax breaks, not real driving.”

Enel X will install 200 charging points for

electric vehicles at 100 McDonald’s parking

lots throughout Italy by the end of next year

as part of a new partnership with McDonald’s

Italia. The company has already put the first

locations into operation. Both JuicePole AC

stations with up to 22 kW charging capacity

and JuicePump DC stations with at least 50

kW charging capacity, each with two charging

connections, will be used for the charging

structure expansion.

Repsol has boosted its multi-energy marketing

strategy with the expansion of its relation

with the technological company Salesforce.

The strategic agreement will allow the development

of products and services to fullfil the

energy needs of Repsol’s ten million customers

on a global level.

#forecourttech @forecourttech www.forecourttech.com


forecourttech

BP has announced it will work with the Danish

renewable energy group Ørsted to build a

green hydrogen project at its Lingen refinery

in North-West Germany. The partnership isa

significant step in developing bp’s hydrogen

business. The plan is to develop a 50MW

electrolyser, which will be powered by renewable

energy generated by an Ørsted offshore

wind farm in the North Sea – the hydrogen

produced will be used in the refinery.

Hy-Vee Inc. is becoming the first grocery

store chain to introduce an automated cleaning

system that will sanitize shopping carts

after every use. More than 200 Hy-Vee stores

will benefit from the system, which cleans

several carts quickly and consistently, eliminating

the need for store employees to clean

each cart manually after each use throughout

the day, as has become customary since the

COVID-19 pandemic began.

pagefive

Woolworths is trialling a click-and-collect

locker in western Sydney that is temperature-controlled

and uses robotics to dispense

the grocery order that a customer has placed

online. The locker unit, which is the size of a

small shipping container, can be set up with

one or two temperature-controlled zones,

according to Cleveron.

7-Eleven is continuing the expansion of its

Evolution Store concept in the United States

with the launching of a new outlet in Dallas.

7‐Eleven Evolution Store is an experiential

testing ground where customers can try and

buy the retailer’s latest innovations in a new

store format.

IBM is working with Indian Oil Corporation Ltd

(IOCL) to transform the the oil company’s customer

experience using digital tools. Around

12,400 IOCL distributors covering about 130

million consumers can now use the IndianOil

One mobile app and portal, developed by

IBM Services.

A 62-member hydrogen coalition has unveiled

plans to deploy up to 100,000 hydrogen-powered

trucks and 1,500 hydrogen stations in

Europe by 2030. The announcement was

made by the President of Hydrogen Europe,

Valérie Bouillon-Delporte, representing the

coalition during day one of the first ever European

Hydrogen Week.

#forecourttech @forecourttech www.forecourttech.com


DIGITALISATION OF

THE UNMANNED

FORECOURT

Greg McAuliffe, Head of IT for Certas Energy Retail

Europe shares insights in to the company’s digital

journey and explains why data was key.


forecourttech

A Certas Energy, HGV refuelling bunker in the

United Kingdom.

pageeight

Digitalisation of the forecourt is undoubtedly one of

the industry’s ‘hot topics’ but what does this really mean for

the retailer and what are the main challenges to achieving

digitalisation across unmanned sites? The key, as Greg

McAuliffe, Head of IT for Certas Energy Retail Europe told

the IFSF Virtual Conference 2020, is in the data.

Certas Energy, part of DCC, is the largest operator of

unmanned fuel sites in Europe. Whilst unmanned sites

have distinct advantages with regards to fuel prices and

customer convenience, the model does limit customer

interactions, reduces the ability to gain knowledge about

your customers and in some countries the switch from

a manned forecourt complete with convenience store to

unmanned requires a mindset change.

“All of these challenges, these bumps in the road, are on

our path to digitalisation,” explained Greg.

By addressing these key challenges during the digitalisation

process, retailers can create a digital environment

that helps them better understand their customer and meet

their demands, as well as improving operational efficiency.

In addition to the unique challenges unmanned sites present,

there is another set of challenges common across all

types of fuel sites – namely the standardization of forecourt

technology. The reality for the majority of forecourts is that

the site is made up of technology from multiple suppliers

from point of sale, to wetstock management, loyalty

schemes and services such as car wash. All of these are

data points and need to be able to talk to each other on

some level, however with no technology standardization

this is often easier said than done.

Four common digital challenges

The Certas team identified four key challenges when it

came to digitalisation: multiple or inconsistent data formats;

data islands, meaning data which is specific to a system

and can’t be shared; proprietary tools, such as alerts which

only work in specific environments and multiple apps, all of

which are doing something slightly different (car wash, loyalty,

e-receipts) and each requiring their own registration.

The first step towards tacking these challenges, is to first get

access to the multitude of data available on site. “The key for

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Seeing data differently

By taking a holistic view of the data and learning to look at

it in a different way, retailers are able to get an even clearer

picture of their sites. An example from Certas’ network in

France showed data for transactions over seven minutes

long, which is unusual for an unmanned site. This highlighted

a possible issue to the retailer, who suspected a possible

filter issue. Usually you would expect this data from the

Wet Stock Management system, but in fact this data came

from the POS, which was recording the start and end time

of the transaction.

“This illustrates how you can use data that you already have

to give you insights into different areas,” explained Greg.

us was getting hold of that data. Once we had the data we

could then work with it. Data is key to everything, it’s not that

it doesn’t exist, it’s just the ability to get at it,” said Greg.

When addressing a challenge like multiple mobile applications;

the reality is a customer doesn’t want to register

multiple times, so by getting the car wash app to talk to the

loyalty and e-receipts applications and share data via an

API or similar method, customers can make use of the different

added services. From the retailer’s perspective there

is no duplication of data and they start to be able build a

clearer picture of their customer and their habits.

Not only does this holistic approach rely on the availability

of data but it also means that staff must shift how they view

data. To aid this organizational shift, Certas has branched

out beyond their usual pool of forecourt suppliers and

forged partnerships with businesses that can offer a different,

alternative perspective.”

“My advice would be; look away from your standard

supplier base, look into new areas and who can give you

new services like business intelligence. You need to take a

standards based, holistic view and start looking at the data

in a another way,” Greg added.

Watch Greg’s presentation here.

Tomorrow’s

Energy

Management,

Today.

pagenine

A cloud-based software suite

to manage all your energy

www.ICASA-group.com


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DRIVING THE

CUSTOMER

EXPERIENCE

Peter van Nauw, Snr. Director Automation & Payment

Solutions from Dover Fueling Solutions (DFS), discusses

how DFS is enabling the evolution of the customer

experience through digital transformation.


forecourttech

DFS’ Self-Checkout Kiosk, enables customers not only to pay contactless, but to

combine fuel and convenience purchases in one self-managed transaction.

pagetwelve

Digitization is transforming the fuel industry. Every

week, we hear of new technological developments shaping

the future of fuel and convenience retail, creating a more

streamlined, pleasant and convenient purchasing experience

for the end customer.

Recently, Peter van Nauw, Sr. Director Automation &

Payment Solutions from Dover Fueling Solutions (DFS),

presented at the International Forecourt Standards Forum

(IFSF) conference on how DFS is enabling the evolution of

the customer experience through digital transformation. In

this talk, Peter not only spoke of how digitization is revolutionising

the experience for the end customer, but how it is

key to the success of the retailer.

Contactless transactions are now the norm in Europe, but

the impact of COVID-19 has sped up the rollout of many

contactless payment solutions across the region. Over

the past year, thousands of fuel sites have been investing

in contactless payment technologies to minimise health

and safety risks to their customers. Contactless payment

limits have also been increased to help retailers serve their

customers for all on site purchases, including their larger

fuel spends. The indirect consequence of this is, of course,

a faster, more convenient payment experience for the customer,

improving their on-site experience and encouraging

repeat business. This also means the retailer can facilitate

a higher throughput. Combined, these factors ultimately

mean greater profit for the fuel retailer.

Statistics gathered from retailcustomerexperience.com

have found approximately 33% of shoppers will abandon

a purchase if they are required to wait more than seven

minutes to complete the transaction, with a whopping 50%

of potential customers avoiding stores with long queues.

These facts, coupled with the finding that over 73% of

shoppers prefer to pay using self-service technologies,

have led DFS to go one step further.

In February 2020, DFS launched its Self-Checkout Kiosk,

which enables customers not only to pay contactless,

but to combine fuel and convenience purchases in one

self-managed transaction. This brand-new product not only

goes a long way toward improving the customer experience,

but contributes further to an increased number of

transactions per day for the retailer. Additionally, it frees

up in-store staff to focus on other jobs, therefore improving

overall site productivity.

There are, however, still huge opportunities for growth

in providing outdoor payment solutions, which offer yet

another way for customers to pay for their fuel purchases.

DFS already offers several outdoor payment solutions, including

the Tokheim Crypto VGA outdoor payment system,

that is now being enabled with contactless payment, and

the use of QR codes for an improved consumer experience.

Throughout 2021 and due to the lasting impact of

COVID-19, the growth of these products in the market will

expand exponentially. DFS already has large scale rollouts

planned over the next year.

Keeping to the forecourt, an ever-increasing focus on the

environment has led to a boom in electric vehicle (EV),

hybrid vehicle (HEV), plug-in hybrid vehicle (PHEV) and

battery vehicle (BEV) chargers appearing on site. The consumer

is driving change in the industry, and the supplier

must provide the solutions to the retailer. DFS has been

working on systems that integrate these new chargers

with existing point-of-sale equipment, which means their

running and service costs are fully accounted for during

reconciliation. This includes the set-up and sharing of the

#forecourttech @forecourttech www.forecourttech.com


forecourttech

tariff, which can be instantly viewed by customers, site staff

and the retailer’s head office thanks to cloud-based technology.

Sales can also be combined with non-fuel retail

purchases, so the customer can benefit from the convenience

of paying for everything in a single transaction.

As a supplier, DFS is constantly searching for new ways

to integrate new functionalities and technologies into

the fuel retail site solution. Maintaining connectivity and

communication between all on-site equipment, as well as

the accurate gathering of data from these products, is key

to ensuring the success of such solutions. Currently, DFS

can harvest data from a vast range of site equipment and

save it in a central “data lake.” Microsoft Power BI can then

be utilised to gain unprecedented insight and ultimately

track the customer journey, uncovering customer pain

points, which can then be used to develop problem-solving

solutions and further improve their experience. At the

beginning of 2020, DFS entered into a strategic partnership

with Microsoft to use this data to develop its cloud-based

solutions, leveraging the Microsoft Azure platform.

DFS and Microsoft continue to collaborate on connected

solutions that improve the customer and retailer experiences

and therefore increasing profitability for the fuel

retailer. Additional new digital transformation solutions

will be launched in 2021, focusing on wetstock and fleet

management, media, promotions and remote monitoring

and management. All solutions will leverage IoT connected

devices on site, intelligent computing at the edge, and the

power of Microsoft Azure in the cloud.

Digital transformation will continue to drive technological

developments in the industry, and its growth will only get

faster. In September 2020, DFS launched its Anthem UX

User Experience platform to the North American market.

This platform, which will be introduced to the EMEA region

in the near future, is set to revolutionise the industry, and

has already taken the USA by storm.

Anthem is a user experience platform with an intuitive user

interface, which provides a new way for fuel retailers to

connect with their customers through a flexible, unique

“The modern consumer

is now expecting a more

personalized shopping

experience and central

to this is the creation of

preferential brand

awareness. The key to

making all of this a

reality is digitalization.”

content platform. The integrated Anthem platform enables

contactless and mobile payment, QR code scanning to

enter loyalty schemes and much more. Anthem gives the

retailer the power to really drive sales both on the forecourt

and in store.

Peter Van Nauw summarized by commenting “Fuel retail

sites are evolving rapidly, destined to become a place of

convenience for both in-store and non-traditional fuel purchases.

Furthermore, the modern consumer is now expecting

a more personalized shopping experience and central

to this is the creation of preferential brand awareness. The

key to making all of this a reality is digitalization.”

We really are living in an exciting time for technology and

cloud-based solutions. Innovation will continue to evolve

at a rapid pace, and we can’t wait to see where the next

decade takes us. One thing is for certain: the customer

experience will be unrecognisable, and the only way is up

for the fuel retailer.

Watch Peter’s presentation here.

pagethirteen

The IFSF VIrtual Conference

2020 took place from 10-13

November.

Peter van Nauw, Snr. Director

Automation & Payment

Solutions for DFS.

#forecourttech @forecourttech www.forecourttech.com


forecourttech

Supplier news & insights

pagefourteen

Intouch.com and Scheidt & Bachmann have

announced a partnership that will take instore

marketing to the next level by driving

impulse purchases within fuel retail stores

Based in Germany, Scheidt & Bachmann are

one of the leading solution providers in the

fuel retail sector in Europe and they have now

integrated the Intouch.com artificial intelligence

engine into their SIQMA ecosystem.

TanQyou, an innovative petrol station formula,

has split off its IT and platform services under

a new label, MoveYou. TanQyou’s white-label

format, branded, MoveYou, is the supplier of

digital payment, loyalty and mobility services.

For example, with one of the MoveYou MaaS

services such as EV Charging, Parking, Public

or Shared Transport, you can expand a traditional

fuel card into a total mobility provider.

Dover Fueling Solutions (“DFS”) has announced

that its Wayne EMV protocol specification

has been approved by the Conexxus

Forecourt Payment Terminal Group to serve

as the forecourt outdoor payment terminal

(OPT) industry standard. The effort highlights

the DFS and Conexxus collaboration to drive

standards and innovation for the convenience

and petroleum market.

Global payments provider Worldline has

acquired Ingenico Group for an undisclosed

sum, creating Europe’s largest payment

services provider. The merger of the two

France-based companies will provide a wider

range of digital payment capabilities through

integrated payment solutions, improved technology,

enhanced innovation capabilities and

an extended global footprint.

OpenWay, the provider of the top-ranked

Way4 digital payments software platform,

is among the first global vendors of mobile

contactless and contactless wallet solutions

to be certified by EMVCo. Launching a branded

wallet can give a card issuer’s profile a

public boost by attracting more customers

to the issuer’s brand and increasing their

awareness of it, which is not the case when

an issued card is added to a third-party wallet

like Apple Pay or Samsung Pay. Additionally,

the issuer can use the first-mover advantage

by launching its own wallet in the countries

where Big “Pays” haven’t launched their

wallets yet.

#forecourttech @forecourttech www.forecourttech.com


forecourttech

Quick and easy authorisation of the fuelling

process and convenient payment from the

vehicle - this is no longer a vision of the future.

ith its independently working unit “Digital

Solutions” Hectronic GmbH places great emphasis

on the topic mobile payment and is a

competent partner of the petrol station industry

with its 360°-solution. The smart software

solutions and payment apps complement the

proven hardware components such as fuel

terminals and cash register systems.

Dover Fueling Solutions (‘DFS’),has annoucned

that the company has recently taken

delivery of a THOR UVC® disinfecting robot

in a bid to help prevent and control the

spread of coronavirus infection at its facility

in Dundee, Scotland. The UVC device was

delivered in early September and is currently

undergoing comprehensive trials to establish

the best possible practice to be adopted for

site disinfection and sanitisation.

pagefifteen

Diebold Nixdorf and Nielsen have announced

results from The Nielsen International Grocery

Shopper and Technology Survey. Commissioned

by Diebold Nixdorf, the survey

provides valuable insights to retailers about

consumers’ grocery shopping journeys, and

the role that technology plays in supporting or

even shaping these journeys. Nielsen surveyed

and segmented 15,000 shoppers ages

18-65 across 15 countries throughout the

Americas, Europe and Asia-Pacific and six

typologies emerged, each showing a unique

motivation on why and how consumers leverage

technology along their shopping journey.

Downstream IT solutions provider Implico

Group and digital transformation and IT

consultancy Minsait, an Indra company, have

formed a partnership to support the digitalisation

of oil and gas companies in Latin

America, the Iberian Peninsula and Italy. They

comapnies plan to guide and support oil and

gas companies in these regions in their digitisation

endeavors, based on SAP technology

enriched with specialist downstream solutions

and services.

#forecourttech @forecourttech www.forecourttech.com


forecourttech

pagesixteen

Needless to say 2020 has not been the year any of

us expected. It has been a year of endless challenges.

But one thing this pandemic has shown is the power of

businesses to adapt and innovate.

Technology, of course, has had a huge part to play in

keeping this global industry spinning. There has been

cases of suppliers adapting existing products to be used

in new innovative ways; we’ve seen fuel stations become

the lifeblood of communities – providing much needed

services to the most vulnerable and technologies such

as contactless payment have been given a significant

boost. As Albert Einstein once said, “In the middle of

every difficulty lies opportunity.” This was very much the

over-arching message at forecourttech V, which was itself

an innovative concept.

By harnessing the latest event technology through our

partners Event Video and Brella we were able to bring the

industry together to discuss the latest technology trends

and innovations, at time where meeting in person was not a

possibility. It was, of course, not without its own challenges

and whilst we are hopeful of a return to sunny Alicante next

year, we are also grateful that technology allowed us to

share these insights at a time when so much is changing

and we adjust to a new way of living.

“The new normal, or new abnormal as I call it, has shifted

our focus. There is a focus on essential businesses and

what constitutes an essential business. Across the world

convenience stores and petrol stations have been regarded

as essential. I think this is actually an opportunity for

us, because a lot of customers see us in a different view, a

more positive view,” explained Mark Wohltmann, Director

of NACS Europe in his keynote presentation.

A shift of focus

Focus has also shifted towards mobility – things such as

cloud living, reduced travel and also the rise in awareness

and advocacy for climate issues has an impact on what

the future of mobility might look like. At the same time

technologies such as mobility-service apps where you

can hire bikes, cars or scooters; carbon-neutral fuels and

even autonomous vehicles offer new opportunities for the

sector. “The future of mobility will look very different, that’s

not new, but Covid-19 is acting as an accelerator to all the

things that were happening before,” added Mark.

In fact, new data from IBM’s U.S. Retail Index, shows that

the pandemic has accelerated the shift away from physical

stores to digital shopping by roughly five years. “We believe

that we can no longer talk about offline and online. We

have to look at our world from a digital perspective. Every

experience on the forecourt is covered with a digital layer

these days,” explained Big Brother Commercial Director,

Aart van Rooijen during his presentation, which focused on

the need for incremental investment in technology.

Sharing a concept from Steven Van Belleghem, an international

expert in customer centricity in a digital world, he

suggested that a digital experience was no longer a nice

addition to a retail offer, but a necessity: “We have entered

a new world where digital convenience becomes a minimum

requirement. This means that digital convenience to

your customers is no longer a game changer that puts you

in front of the competition, but not having it is hurting your

business,” he added.

This customer-centric approach to innovation was echoed

by Chris Griffiths, Managing Partner, Customer Experience

#forecourttech @forecourttech www.forecourttech.com


forecourttech

& Retail Systems for REPL Group who believes the fuel

retail sector is switching from consumers having to visit

a fuel station out of necessity, to wanting to go. “At REPL

group we believe this ongoing disruption presents fuel

retailers with an opportunity, and it’s not a threat,” he

explained.

He added: “The importance of effective, timely and personalized

customer experience has long been recognised

as vital for other areas of high street retail, now it’s time for

fuel retail to catch up. The fuel retailers that thrive, will be

those that deliver compelling experiences and environments

for their customer.”

TanQyou has put the customer at the heart of their innovations

from the very beginning. Despite running a network

of unmanned sites, the company has created loyalty using

an app where customers benefit from a range of incentives

when they refuel. The company is also extending

beyond the forecourt towards becoming a total mobility

provider – incorporating public transport services, electric

charging, car sharing, parking and last mile solutions all on

one platform. The company has split its petrol and mobility

platforms – launching the brand ‘move you’ alongside its

petrol offer. “Petrol is fun, but our passion is IT,” expressed

Jan-Harmen Akkerman, Co-founder of TanQyou.

Changing customer expectations

With customers more tech-savvy than ever before and

demanding convenience, there are a plethora of examples

of businesses around the globe stepping up to the

mark – from plug and play e-commerce solutions that allow

customers to use their phone as a scanner and payment

method, to click and collect services and even a great

coffee offer. The key is to understand your customer, what

they need and deliver it in a way they want. E-mobility is

also a big factor in the changing mobility landscape and

Elias Pöyry, Co-founder and CBO of Virta outlined the

opportunities that electric vehicles present to retailers –

with some markets offering huge growth potential for early

movers.

Technology is also moving more into operations with shelf

scanning robots used to monitor stock levels and even

fully automated warehouses. On the forecourt we are

seeing the likes of a2i Systems using artificial intelligence

to optimize and automate fuel pricing. Similarly Techniche

are using AI and the IOT to digitalise forecourts - elevating

operations and improving the customer experience on site

and Titan Cloud are using their cloud software to interact

with equipment giving customers an overview of the site

and the ability to monitor, analyse and gather insights.

There is not just one solution to thrive in the coming

months and years, but Mark did offer some top tips to

succeed over the next 12 months. The main thing to recognise

is that the recovery from Covid will not be instantaneous.

Retailers must expect a shift in frequency by site and

should evaluate their network – there may also be an opportunity

for expansion. He also reiterated the messages

that were so prominent through most of the presentations

– investment in technology is essential and so is building

trust with the consumer.

It has been a tough year but with an overriding message

of hope, rather than despair coming out of this year’s forecourttech,

we look forward to next year when we can hear

more examples of innovation, adaptation and creativity –

hopefully in the beautiful surroundings of the Asia Gardens

Hotel in Alicante.

pageseventeen

#forecourttech @forecourttech www.forecourttech.com


forecourttech

IFSF CONFERENCE 2020 REVIEW

This year, the annual IFSF conference took place

entirely online, uniting delegates from across the globe to

discover, discuss and develop new ideas, strategies and

approaches in a changing and challenging landscape.

Spanning four days and with a diverse and immersive

programme, the event attracted key decision makers and

representatives from across the forecourt sector.

The main theme of the conference was consumer experience,

spearheaded by this year’s esteemed keynote,

Steven Van Belleghem, who joined us on the first day to

kick off proceedings with his talk entitled ‘The Offer You

Can’t Refuse. Customer Experience in 2021 and Beyond’.

Steven delved into the evolving world of technology and its

impact on customer experience and expectation, placing

the responsibility on companies to play an active role

in their customers’ life journey. Steven explained that a

combination of automation, being a partner in consumers’

lives and solving actual social issues will be the guiding

principles for the successful business of the next decade.

Kicking off day 2, Greg McAuliffe, Head of IT at Certas

Retail Energy, continued with the theme of consumer experience,

focusing on unmanned forecourts. He started to explore

the conference of sub-theme, APIs driving speed to

market, looking at the importance of standardisation from a

retailing perspective. Peter Van Nauw, Director of Systems

and Payments from Dover Fuelling Systems, followed up

and complemented this theme unravelling how recent

developments in digital transformation, IoT and artificial

intelligence converge with consumer experience needs

and demands for frictionless, contactless and mobile transactions

at the forecourt. He discussed how optimizing the

basic needs of fuel management, dispenser health, and

overall forecourt health are essential in delivering a reliable

and frictionless transaction with all customers. To further

enhance this notion, Peter examined how API’s and standardisation

support the time-to-market for new consumer

value propositions.

As the API theme was developed, Matthieu Codron from

Be:Mo (Better Mobility) a wholly owned subsidiary of Total,

expanded further on the need for standardised API interfaces,

to drive the progress of their work, connecting the

dots between mobility ecosystems and energy services.

IFSF were delighted to be able to share with Matthieu and

the other speakers the importance of standardised APIs in

all areas of Fuel Retailing, plus a hand on guided tour of

the openretailing.org gitlab platform developed jointly by

IFSF & their partners at Conexxus.

Whilst the current climate and circumstances were impossible

to ignore, the pandemic and ensuing repercussions

on the industry did not override the overarching theme of

customer experience, with the focus on delivering efficiency,

speed and cohesion seamlessly through technological

advances and trading standards. This approach was culminated

in Friday’s talk by Mark Wohltmann entitled “Flexibility!

The key requirement in times of ever faster changing

consumer expectations”. Mark explained the importance

of flexibility, from products and services to furniture and

branding to technology and systems. Further accelerated

by the impact of Covid. Mark provided fascinating examples

of how retailers have demonstrated best practice

and what it takes to use technology to win the battle for

customer experience.

The conference incorporated an engaging mix of speaker

sessions and panel discussions, with members of the IFSF

board offering their expertise throughout as session chairs

and panellists. Despite the social distancing restrictions

and shift online, the team worked hard to facilitate strong

communication lines between delegates, speakers and

panellists, providing continuous opportunities for questions

and further discussion. The conference materials are all

available free to access and watch on the IFSF website at

the convenience of those who were unable to attend the

original dates. What we were ultimately extremely proud

of is the way both delegates and speakers have adapted

to the ‘new normal’ to continue to deliver excellence at our

flagship event.

pagenineteen

#forecourttech @forecourttech www.forecourttech.com


forecourttech

Providers of smart & evolving technologies

optimising the retail forecourt.

a2i systems A/S

+45 2611 2085

www.a2isystems.com

Bever Innovations

+31 111 745 400

www.beverinnovations.com

Actual IT

+386 5662 2700

www.actual-it.si

BigBrother

+31 318 666 699

www.bigbrother.nl

pagetwenty

AGS Transact Technologies

+91 22 4576 6666

www.agsindia.com

Bottomline

+31 73 658 0480

www.bottomline.eu

ASIS Automation

+90 216 540 6464

www.asis.com.tr

Diebold Nixdorf

+49 2103 900

www.dieboldnixdorf.com

Astro Baltics

+372 6280 000

www.astrobaltics.eu

Dover Fueling Solutions

+44 1382 598 000

www.doverfuelingsolutions.com

Azpiral

+353 61 633 355

www.azpiral.com

Dürr Technik GmbH & Co. KG

+49 7142 9022-0

www.duerr-technik.com

#forecourttech @forecourttech www.forecourttech.com


forecourttech

Providers of smart & evolving technologies

optimising the retail forecourt.

Edge Petrol

+44 203 865 8689

www.edgepetrol.com

Implico

+49 40 27 09 360

www.implico.com

Faschang Service & Management

+43 7723 44 600

www.faschang.eu

Ingenico

+33 1 5801 8000

www.ingenico.com

Gilbarco Veeder-Root

+44 1268 533090

www.gilbarco.com

Invenco Group

-

www.invenco.com

pagetwentyone

Hectronic

+49 7703 93880

www.hectronic.com

Istobal

+34 902 509 444

www.istobal.com

Kalibrate

+44 161 609 4000

www.kalibrate.com

Kouros

+30 22950 45000

www.kourossa.gr

#forecourttech @forecourttech www.forecourttech.com


forecourttech

Providers of smart & evolving technologies

optimising the retail forecourt.

Mepsan

+90 216 540 36 90

www.mepsan.com.tr

P97

-

www.p97.com

NCR

1-937-445-1936

www.ncr.com

PDI Software

+49 69 8237960

www.pdisoftware.com

ONEY

pagetwentytwo

+34 911 774 707

comercios.oney.es

REPL

+44 808 200 7375

www.replgroup.com

Orbis Tech

+44 2380 227645

www.orbistech.com

SGB

+49 271 489640

www.sgb.de

#forecourttech @forecourttech www.forecourttech.com


forecourttech

Providers of smart & evolving technologies

optimising the retail forecourt.

Tammerneon

+358 3 2831 111

www.tammerneon.com

Unicode Systems

+420 568 840 678

www.unicodesys.cz

Virta Ltd.

+358 40 510 0312

www.virta.global

Worldline

+33 1 3434 9595

www.worldline.com

pagetwentythree

Stand out from the crowd and direct

clients straight to your website for

just €100 per month.

Contact stephen@sabevents.eu

for more information.

#forecourttech @forecourttech www.forecourttech.com

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