OCTOBER 19-20, 2017 I SAN DIEGO, CA

FranTech Title Sponsor

OUR PROUD TITLE SPONSOR

FRANCHISE INNOVATION CONFERENCE

FINAL PROGRAM #FranTech

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THANK YOU TO OUR SPONSORS:

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ICFE CREDITYou will earn 450 CFE Education Credits towards the completion of the Certified Franchise Executive (CFE) accreditation by attending this program.

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WEDNESDAY, OCTOBER 18

3:00 pm – 5:30 pm Registration Desk Open Main Lobby

4:30 pm – 5:30 pm FranTech Task Force Meeting Opal

6:00 pm – 7:00 pm Networking Happy Hour Tin Roof, 400 G St. - Just a short walk from the Westin San Diego.

Join fellow FranTech attendees for an evening of networking in a casual setting the evening prior to the start of the conference.

THURSDAY, OCTOBER 19

7:45 am – 5:00 pm Registration Desk OpenCrystal Foyer

7:45 am – 8:15 am Continental Breakfast in “The Lab”Diamond/Opal/Crystal & Opal Foyers

Discover cutting-edge tools and see hands on demonstrations in The Lab. Network with other attendees and see what the latest our technology experts have to offer to help increase your franchise system’s productivity, brand awareness and customer engagement, generate qualified leads and streamline operations overall. Make sure to visit all the table tops! Some have special offers, just for FranTech attendees.

1. OPERATIONS 2. FRANCHISE DEVELOPMENT 3. MARKETING

The track each breakout session falls under will be easily identified by a color coding system in this brochure. Sessions under the Franchise Operations track will be listed in Dark Blue, sessions under the Franchise Development track will be listed in Light Blue and sessions under the Marketing track will be listed in Gray.

This year’s programming will expand beyond just marketing and technology, and will focus on three tracks and what innovations are happening in those fields. The three focus areas are:

8:15 am – 9:30 am Welcome and Opening General Session Crystal I Ballroom

Welcome: Robert Cresanti, CFE, President & CEO, International Franchise Association

Welcome: Sherri Fishman, CFE, Chair of Marketing & Innovation Committee; President & Co-Founder, Fishman PR

Keynote: Mitch Joel, Best-Selling Author and Digital Marketing Expert; President, Mirum

Algo/Rhythm - How Technology Connects Consumers to Brands Like Never Before

We live in a culture of change. Most brands are overwhelmed by the massive shifts that they have to make to their business models. Disruption is everywhere. Digital transformation is imperative. We live in the Uber-ization of everything. There are several new (and dramatic) realities that will force businesses to rethink many of their commonly held beliefs about what works in business today, and what the future may look like. Still worried about websites over mobile applications? Still struggling with content marketing and social media? There’s something happening - here and now - that pushes beyond this. Digital visionary and president of Mirum, Mitch Joel, looks into the near-future and what it means for business today.

9:30 am – 10:45 am Table Exercise – Problem Solving Crystal I Ballroom

In order to prime your mind and set objectives for this conference, we will start off with a group activity meant to add value to each of you by connecting you with seasoned franchisor and technology experts (“Mentors”) in a problem-solving setting specific to one of three focus areas: Franchise Operations, Marketing and Franchise Development. All participants should come prepared with a specific problem in their field they would like to find an innovative solution for. Each table will have one mentor assigned. After a brief introduction, the mentor will ask participants what their specific problem is and then other attendees at the table can offer relevant feedback and options based on experience.

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Please check the FranTech Mobile App for up-to-date information on mentors. Mentors Include:

DEVELOPMENT1. Steve Murphy, President, Franchising, Winmark

Corporation 2. Jack Monson, Director, Digital Strategy, Qiigo, Inc.3. Stephen Dixon, CFE, CDO, Childrens Lighthouse Learning

Centers 4. Christina Chambers, SVP, Franchise Development,

Huddle House, Inc. 5. Kate Doyle-Kwon, Director of Franchise Marketing &

Communications, Club Pilates Franchise LLC

MARKETING6. Larisa Walega, CFE, Director, Marketing, Ziebart

International Corp7. Jillian Koeneman, VP, Marketing, Ben’s Soft Pretzels

Franchising, Inc.8. Sherri Fishman, CFE, President & Co-Founder, Fishman PR9. Stacie Faulds, Director, Marketing, Cruise Planners, an

American Express Travel Representative10. Angie Schatschneider, Director, Marketing, Verlo Mattress OPERATIONS11. Marina O’Rourke, Senior Director, Franchise Operations,

IT, ServiceMaster Company 12. Tom Epstein, CFE, CEO, Franchise Payments Network13. Keith Gerson, CFE, President & Chief Client Advocate,

FranConnect14. Faraz Iqbal, VP, Client Success and Delivery, Naranga15. Mark Sweetnam, Director, Branding and Technology, Fish

Window Cleaning Services, Inc. 10:45 am – 11:15 am Refreshment Break in “The Lab” Diamond/Opal/Crystal & Opal Foyers

11:15 am – 12:15 pm Three Concurrent Breakout Sessions

Innovation in Operations: Utilizing Modern Technologies to Drive System PerformanceCrystal II Ballroom

• 10 tech trends to consider - including Robotics, Mobile, IoT.• How to plan for the Disruptive Trends.• Driving profits with mobile app ordering and Alexa/Google

Home.

Moderator: Robyn White, Director, Training and Field Support, Childrens Lighthouse Learning Center Speakers: Marina O’Rourke, Senior Director, Franchise Operations, IT, ServiceMaster Company; George Labelle, IPC Chief Information Officer, Subway; Sarah Luna, SVP, Operations, Club Pilates

Driving Franchise Sales Through SocialPearl

Sales focused development officers deliver best practices using the top performing social media platforms – Facebook, YouTube, Linkedin, Twitter, Instagram and others.

• Generating leads and sales through these social channels.• Breaking down the cost and ROI versus traditional lead

generation.• How are franchisors effectively engaging prospects on these

platforms?

Moderator: Jack Monson, Director, Digital Strategy, Qiigo, Inc.Speakers: Michael Powers, CFE, Managing Director, Painting with a Twist, LLC; Dan Durney, CFE, Franchise Development, Ben’s Barketplace, Inc. Retention/CRM/Reviews Crystal I Ballroom

Retention of customers is everyone’s business, and it has a major effect on a company’s profitability. Why it’s easier to sell a product to an existing customer than a new prospect. Top five tips for retention and how to leverage your CRM to:

• Know and identify your VIP customers - Pareto Principle.• Target customers with relevant offers.• Identify most profitable customers.• Personalize your follow-ups.• Schedule your follow-ups.

Speakers: Larisa Walega, CFE, Director, Marketing, Ziebart International Corporation; Jodi Boyce, VP, Marketing, Teriyaki Madness

12:15 pm – 1:45 pm FranTech Awards Celebration Luncheon Crystal I Ballroom

The FranTech Awards will recognize best in class marketing campaigns that leverage technology platforms to create innovative programs that have helped franchise companies increase sales and enhance their brands. Winners will be announced during this luncheon.

1:45 pm – 2:05 pm Break (Take this time to check emails, make phone calls, etc.)

2:05 pm – 3:05 pm Three Concurrent Breakout Sessions Assessing & Upgrading Technology? Where to Start.Crystal II Ballroom

• Questions to ask and how to decide what are the right moves.

• Who to include in decision making and how to integrate perspectives.

• Realistic budgets and ROI.

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• Ensuring technology scales with growth.• Outsourced technology – when to buy vs build.

Moderator: Faraz Iqbal, VP, Client Success and Delivery, NarangaSpeakers: Mark Sweetnam, Director, Branding & Technology, Fish Window Cleaning Services, Inc.; Louie Picazo, CFE, VP, Franchise Development, Toro Taxes; Catherine Deano, CFE, Owner, Painting with a Twist, LLC

Creating Efficiencies in the Franchise Sales ProcessPearl

Tech savvy franchise sales executives share ways to use technology in the sales process to find the right franchisee, faster.

• How to convey key messages to franchise prospects more efficiently.

• The importance of a robust CRM program. • Reaching prospects and keeping them intrigued through a

variety of digital marketing strategies.

Moderator: Jam Hashmi, CEO, ClickTecs Speakers: Rachel Rudisill, CFE, Director, Marketing, Express Services, Inc.; Gerry Henley, CFE, Executive Vice President, Office Pride Commercial Cleaning; Renuka Salinger, VP, Franchise Development, Camp Bow Wow

Loyalty Programs – The Data Driven Goldmine for Marketing & Franchise Sales Crystal I Ballroom

Focus on the data and take a deep dive into loyalty programs. How loyalty programs can help with finding new store locations, what marketing programs are driving sales, identifying who your customer really is, spending patterns etc.

• Loyalty is not just about driving sales – although it does!• How can the data help with refining your overall marketing

effectiveness?• How can the data help with decisions about product mix?• The rich data points loyalty brings can be even more

valuable.• How can that data help with franchise development – both

sales and site selection.

Moderator: Tom Epstein, CFE, CEO, Franchise Payments NetworkSpeakers: Reid Bechtle, CEO, ZIPS Franchising LLC; Mike Rotondo, CFE, CEO, Tropical Smoothie Café

3:05 pm – 3:30 pm Refreshment Break in “The Lab”Diamond/Opal/Crystal & Opal Foyers

3:30 pm – 5:00 pm Case Study Crystal I Ballroom

Come hear from TGI Fridays, this year’s overall winner of the 2nd Annual FranTech Awards. TGI Fridays will share their winning campaign with the audience - including best practices and lessons learned.

Speaker: Sherif Mityas, CIO & VP, Strategy and Brand Initiatives, TGI Fridays, Inc.

5:00 pm – 6:30 pm Reception in “The Lab”Diamond/Opal/Crystal & Opal Foyers

Friday, October 20

7:30 am – 1:30 pm Registration Desk Open Crystal Foyer

7:30 am – 8:00 am Continental Breakfast in “The Lab”Diamond/Opal/Crystal & Opal Foyers

8:00 am – 9:30 am General Session

Tackling Technology in a Growing Franchise Brand Crystal I Ballroom

Jeff and Tony will trek through the information technology landscape of a franchise organization, and share technology

PURPOSE-BUILT FOR FRANCHISE NETWORKS.BUILD YOUR BRAND. ENGAGE YOUR CUSTOMERS. GROW YOUR BUSINESS.

Stop by our booth to learn more about how the Centermark platform can help you.

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lessons learned, offer solutions and discuss today’s opportunities for franchisors. You will also learn:

• How to avoid costly technology mistakes.• How to determine the total switching and integration cost

of a new technology.• When is the right time to hire a CTO?

Let’s take a step back and look at what our employees, our franchisees and our customers expect from our technology platforms, and how we can meet those expectations in this time of accelerated innovation, industry disruption and unprecedented rates of change.

Speakers: Jeffrey Dudan, CEO, AdvantaClean Systems, Inc.; Tony Hopp, CTO, AdvantaClean Systems, Inc.

9:30 am – 10:45 am Roundtables Crystal I Ballroom

Sit at a table with 8-10 of your fellow attendees and share ideas, challenges and solutions focused on a specific topic assigned to that table. This is an opportunity to have an open forum discussion with a small group of your peers to discuss mistakes, lessons learned and success stories. Everyone participates at the table to get the most out of the discussions which are led by franchise experts. Please refer to the FranTech Mobile App for up-to-date table topic and facilitator information.

Round One 1. How to Connect with Mobile Device Users

Facilitator: Karl Cordes, VP, Business Development, Bridgeline Digital

2. Scaling Best Practices Across Your Network Facilitator: Joshua Schure, Director, Sales, Centermark by Web.com

3. How to Create a Holiday Email Marketing Plan - How to Prepare Your Franchisees to Take Advantage of the Biggest Spending Season of the Year Facilitator: Ryan Tartaglia, Associate Marketing Manager, Constant Contact

4. How to Maximize Usage of Data Gained via Loyalty Programs – the Goldmine You Didn’t Know You Have Facilitator: Tom Epstein, CFE, CEO, Franchise Payments Network

5. Moving from Policing to Coaching Franchisees: Lessons Learned Facilitator: Dean Hatzitheodosion, Senior Director, Business Development, FranchiseBlast

6. Field Operation Best Practices for Controlling Brand Standards and Reputation Facilitator: Keith Gerson, CFE, President & Chief Client Advocate, FranConnect

7. How Do I Engage Millennials in What Is Perceived as a “Dinosaur Industry” Facilitator: Meghan Hanna, Director, Marketing and Communications, FranFund, Inc.

8. Company Culture Facilitator: William Yeung, Franchisor Account Executive, Hireology

9. The Best Way for Your Owners to Stay Financially Healthy Facilitator: Dawn Jones, Franchise Account Manager, Intuit, Inc.

10. Building or Buying a Software Solution: Make vs. Buy Facilitator: Patricia Pichardo, Director, Product Management, Listen360

11. Local Search Triple Threat: How to Leverage Paid, Listings, and Organic to Capture Market Share Facilitator: Alex Porter, President & Chief Strategy Officer, Location3 Media

12. More Customers, More Often. But How? Facilitator: Corey O’Donnell, SVP, Marketing, Mobivity, Inc.

Round Two1. How to Use Technology to Drive Unit-Level Economics

Facilitator: Danielle Krieg, Director, Business Development, Naranga

2. How Do You Manage and Maintain Brand Integrity with a Multi-Location Marketing Model? Facilitator: Tim Thies, Senior Business Development Manager, Precision Dialogue

3. Programmatic Advertising for Franchises Facilitator: Liane Caruso, Director, Professional Services, Qiigo, Inc.

4. Local Search Marketing, Location-Based Marketing, Local Listing Management Facilitator: Tyler Ludwig, Director, Enterprise Solutions, Rio SEO

5. Implementing Digital Strategies to your Franchisees Facilitator: Jordon Wilson, SVP, Franchise and Multi-Local Brands, Scorpion

6. Selling Technological Change to Your Franchise Network Facilitator: Michael Barbour, Sales Executive, ServiceBridge

7. The Best Take-Home Tactics to Drive More Customers through Social Media Facilitator: Jacob Chappell, VP, Enterprise Sales, SOCi, Inc.

8. Ways to Support Franchisees, Local Social Media Efforts Facilitator: Mike McDowell, General Manager, Social Joey

9. The Changing Landscape of Recruitment Facilitator: Colin Soyce, Regional Director, talentReef

10. Loyalty and Retention Meets the “Need-It-Now” Shopper Facilitator: James Barnes, Director, Enterprise Partnerships, uberall, Inc.

11. Capturing Customer and Prospect Data to Grow Addressable Market Facilitator: Daniel Lowe, Director, Franchise Relationships, Signpost

12. How the Cloud Is Changing the Landscape of POS & Corporate Analytics Facilitator: Nick Vallone, Franchise Sales Director, NCR Corporation

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10:45 am – 11:00 am Refreshment Break in “The Lab”Diamond/Opal/Crystal & Opal Foyers

11:00 am – 12:00 pm Three Concurrent Breakout Sessions

Getting the Team Onboard with Innovative Technology – Best Practices in Implementation and AdoptionCrystal II Ballroom

• Creating the best organizational environment for successful adoption with franchisees, corporate staff, and customers.

• Creating and managing realistic timelines.• Identifying internal champions and working with vendors as

partners in the process.

Moderator: Keith Gerson, CFE, President & Chief Client Advocate, FranConnect Speakers: James Mowery, CFE, President, Fetch! Pet Care, Inc.; Bryon Stephens, President & CDO, Marco’s Pizza Technology and Innovation in Franchise Development Pearl

One brand will share their success in franchise development, focusing on:

• The role technology plays in the sales process.• Innovations and efficiencies discovered and implemented to

drive sales.• Where technology requires the most resources and

investment. • Advice for revamping the sales process and tools.

Speakers: Kelly Crompvoets, VP, Marketing, Home Franchise Concepts, Inc; Jonathan Thiessen, EVP, Franchise Licensing, Home Franchise Concepts, Inc.

Creating an Engaging Environment, Outside Your StoreCrystal I Ballroom

Explore the channels to effectively reach customers outside the store to keep them engaged and drive traffic to locations. Speakers will share their digital media strategies including mobile friendly ordering, aesthetically appealing websites, mobile apps and other changes they’ve made to improve the customer’s experiences outside the stores; plus tools to personalize the message to consumers on various platforms.

Moderator: Jenna Shaffer, Regional Product Training Specialist –Midwest, Constant Contact Speakers: Sara Broadwater, Director, Marketing, Winmark Corporation; Jeremy LaDuque, CFE, Franchisee, Sport Clips; Derik Beck, VP, Digital Marketing, Cottman Transmission and Total Auto Care

12:00 pm – 1:30 pm General Session & Luncheon

Franchise of the Future: Panel of Franchise Innovators Crystal I Ballroom

Join our Panel of IT Innovators for a conference wrap up session focused on three companies and where they are now with their Technology and what they are planning for 3-5 years out.

Moderator: Jacob Chappell, VP, Enterprise Sales, SOCi, Inc.Speaker: Dan Monaghan, CFE, Managing Partner, Clear Summit Group; Steve Murphy, President, Franchising, Winmark Corporation; Stephanie Sumner, Director, Marketing, PCJ Franchising Co, LLC

1:30 pm Conference Adjourns Crystal I Ballroom

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