Wednesday, August 14th, 2013

1:00pm CARSTAR’s Shoreline Shuffle for CF
Join the CARSTAR Corporate team as we walk the 4km Lake Louise Shoreline trail in support of Cystic Fibrosis. Considered to be one of the world’s most famous landscapes, the relatively flat trail will present breathtaking views of the great peaks of the Rocky Mountains, the majestic waters of Lake Louise and various wildlife which inhabit the park. What better way to kick off the 2013 CARSTAR Industry Conference than by taking in the sights and fresh air of Canada’s national playground?

All proceeds will be donated to Cystic Fibrosis Canada and all participants will receive a commemorative T-Shirt.

Cost - $50.00 per person

4:00pm Opening Ceremonies
We are excited to kick off the 2013 CARSTAR Industry Conference amidst the beautiful and majestic scenery of the Canadian Rocky Mountains at the Fairmont Chateau Lake Louise Hotel, where, in true form, Sam Mercanti and Michael Macaluso will share their thoughts on elevating performance and the strategy that will elevate the CARSTAR collision& glass network across Canada, and take CARSTAR to the next level! You will also have the opportunity to hear from David Byers, CEO, CARSTAR US who will bring you up to date on the state of CARSTAR in the US and the benefit of having a North American strategy.

5:00pm Sasha Strauss, The Power of Branding
Following the presentation by CARSTAR Executives, our Keynote Speaker, Sasha Strauss, Managing Director at Innovation Protocol will spend some time talking about BRANDS. Products are brands. Services are brands. And yes, people are brands. You are your own brand steward - you decide who you matter to and why. You control how you‘re perceived by those you know AND those you‘ve yet to meet. He will discuss how branding applies to individuals and how you can build your own, personal, influential identity. Only an interest in branding you is required! Some of the personal brands he’ll cover include Steve Jobs, Steve Ballmer, Oprah, Marilyn Manson, and Michael Jordan.

6:00pm CARSTAR Welcome Dinner – Brewster’s Bar-B-Que and Barn Dance
Get ready to kick up your heels as we make our way to the Brewster Barn. Built in 1996, in honour of the Brewster Cowboys from over 100 years, this Dance Barn provides authentic Western atmosphere and entertainment. Their reputation for quality food, service, and a rustic western facility will make for an unforgettable Western Canadian experience.

As the CARSTAR family reunites once again from across this great country, be prepared to join in as the band strikes up some line dancing music and moves for everyone to enjoy.

The CARSTAR kids will enjoy their own buffet dinner and will have some fun roping horses, riding ponies and getting faces painted. They too can join in the line dancing and learn some new moves of their own.

Thursday, August 15th, 2013

8:00am General Sessions

Glenn Gibson, CEO, Crawford Consulting
Glenn will illustrate in his presentation how the exploding zone of social media is impacting the distribution and sales channels in the global insurance world. He will also provide you with some interesting dynamics on where Telematics may revolutionize how the auto insurance product is priced.

Elevating our Brand
CARSTAR’s marketing team will share key highlights of the CARSTAR brand in this fast, high-impact and engaging session. Chris Moore, CARSTAR National Marketing Manager and Lisa Mercanti-Ladd, EVP of CARSTAR will present on highlights from throughout the year including CARSTAR’s latest television and radio campaigns, online strategies, grassroots marketing ideas and the future state of CARSTAR’s annual charity programs.

Mark Garrett, Director, Industry Analytics, J.D. Power and Associates
Mark is the resident expert on auto claims and is intimately familiar with the various facets of customer experience when it comes to vehicle claims. He has been running the US auto claims studies for the past several years and is currently leading the design and launch of the inaugural Canadian auto claims study, which will be released to clients in May-June this year. Mark will draw on the results and insights from the study, particularly around the repair process, as well as some of the best practices and trends out of the US market.

Louis Gagnon , President & COO, Intact Financial Corporation
You will have the opportunity to hear from Louis Gagnon, President & COO of Intact Insurance, as he gives his insight on the state and future of the insurance industry and strategies that he believes will be successful in elevating the industry moving forward.

10:30am - 1:00pm Insurance Breakout Sessions

10:30am - 1:00pm French Only Breakout Sessions

Thursday Afternoon

1:00pm – 4:00pm Trade Show

CARSTAR Business Partner and Technical Expo
Colson Cole, our new National Operations Manager will be heading up the trade show this year and is planning to make it bigger and better than ever before. The vendors are being asked to come prepared to focus on products, equipment, processes and systems that will elevate store performance and assist you in taking your business to the next level.

4:00pm – 5:00pm Additional Breakout Sessions

Diversifying Your Business For The Future
Do you want to grow your business without the cost of opening or buying another collision store? Join Rick Yates, CARSTAR’s Business Development Director of Glass & Express for an informative session on how CARSTAR Express and Glass can help you achieve market optimization at a fraction of the cost. You'll hear why it’s important to act now and what it means to one of our key insurance partners.

Developing Broker & Dealer Relations in Your Market
Robert Jasper, CARSTAR’s Development Manager for South Western Ontario and Vince Matozzo, CARSTAR’s National Accounts Manager will lead this session and share best practices in the changing competitive landscape. You will have the opportunity to learn a few strategies from stores who think outside the box in delivering value, and that have gained incremental business from insurance brokers and OEs.

Friday, August 16th, 2013 

8:00am General Sessions

Operational Excellence – The North American Perspective
The presenter will walk us through the changing landscape of the collision repair industry, from a North American and global perspective. His insight as an influential industry expert will provide a unique opportunity to understand the strength of CARSTAR’s Value Proposition as compared to other MSO groups.

Relationships.Performance.Solutions. Shawn McDonald & Colson Cole
Shawn McDonald, Director of Insurance& Colson Cole, National Operations Manager will elaborate on how the Insurance Relations and Operations team functions are becoming more and more intertwined, creating a stronger proposition to the Insurer and the CARSTAR store. The primary focus will be on the new programs and requirements that have been added in the last year, but also some that are currently being worked on for the future. This internal relationship is focused on growing the synergy to show more value to our insurance partners.

Sustainability & Our Give, Green & Growth Guarantee
At CARSTAR, we want to do more than just repair cars. We want to make the world a better place one car, one person and one community at a time. CARSTAR’s Sustainability plan was created to guide us in that direction, and ensure that we are the social, environmental and economic leaders in our industry and within the local communities we serve.

In this session, Matt Bell will provide an overview of CARSTAR’s approach to Sustainability, share some success stories from within the CARSTAR family, and challenge us all to continue demonstrating leadership in this increasingly important issue.

9:45am -12:30pm Operational Breakout Sessions

“CARSTAR Solution” powered by Mitchell Repair Center
This breakout session will be led by Colson Cole and Michel Gagnon, who will review the complete implementation process, training, Mitchell Repair Centre / CARSTAR Operating Procedures and Analytics. Now that the process has started we want you to be as prepared as possible to have a smooth transition to the CARSTAR Solution.

Technical Improvements & Equipment – Bill Davidge
There has never been a more critical time to ensure your operation runs as efficiently as possible. With an increased focus on cycle time and touch time, Bill Davidge, Technical Manager, and the CQS Technical Team will walk through technical and process improvements that will directly improve your efficiency, performance and technical know-how. The team will also showcase innovative equipment that will drive best in class solutions through the vehicle repair process.

“The KPIs of Integrity Leadership.” - Marcy Tieger, Symphony Advisors
This session will start out with the premise that none of us are born leaders—we evolve into the role, oftentimes while we are whipped up in the activities of running a business. The goal is to get people to look inside at what they believe are the most important qualities of integrity leadership (this is a self- assessment) and to build it into all the other metrics (KPIs) that they use to evaluate their businesses. While this is a leadership and motivational presentation, Marcy will use real live examples from the shop setting to go through the analysis. Topics will include, how we handle terminations of employees, how we reward and advance employees, general communication, and other everyday situations that Collision Store Owners are involved in.
Online Estimate Bookings & CORE – Steven Pynn
See the newest updates to CORE and how they can benefit you and your business. Also see in person the newest tool available from CARSTAR: Book an Appointment; where you can manage all your estimate bookings and Hail/CAT bookings all in one place. See how customers can book a time directly from, how the CARSTAR Care Centre can book calls from insurance programs or the CARSTAR App directly, and how you can see, modify, and book appointments these in real time!

10:00am - 2:00pm French Only Breakout Sessions

Friday Afternoon

1:00pm – 3:30pm Insurance Breakout Sessions

Friday Evening

CARSTAR Denim & Diamonds Gala Dinner & Awards Ceremony, Western Style. Before we wind down the 2013 CARSTAR Industry Conference, we will have the opportunity to get together for the much anticipated Gala Dinner & Awards Ceremony as we honour CARSTAR stores from across the country for their Outstanding Service, Commitment and Results.

It is OK to wear your favourite jeans, western wear and cowboy boots for this fun filled event, but don’t forget the “BLING” as CARSTAR presents “Denim & Diamonds, Western Style.”

So, the dress code is as follows . . .
Guys are encouraged to mix tux tops and boots with pressed Levis and a fancy Stetson. And the gals, well, you don't need to be told how to dress up. This is the one night where you can show up in your mink, designer jeans and alligator boots - or your Dior gown with fancy footwear and your Stetson of course. There really are no rules - just lots of glitz and glamour. This is a party where you wear anything and everything western! Following our Awards Ceremony, we will continue the celebration at the CARSTAR after party…back by popular demand.

We hope you enjoy the 2013 CARSTAR Industry Conference.