2016 Multi-Unit Restaurant Technology Conference


  • 10:00a – 8:00p
  • Registration Open
  • 12:30 – 5:30p
  • Golf / 12:30 Shotgun Start

    Desert Pines Golf Course

  • 1:30 – 4:30p
    Small Sessions. Big Results.

    (Operators Only - Pre-Registration Required)

    MURTEC University is focused on fostering an ideal environment for deeper learning. Smaller sessions are led by topic experts and group discussion is encouraged. These sessions are for Operators only and due to limited seating, advanced sign-up is advised.

  • 1:30 – 2:45p
  • University Sessions Round 1 / Operators Only - Pre-Registration Required

    1) Mobile Intervention for Solution and Strategy Confusion
    Speaker:  Paul Dunford, Mobile Technology Strategist

    Have you made an investment in a mobile solution, but you're not entirely sure it was the right fit? Perhaps you rolled out tablets, but they're not paying the dividends you'd hope for. Mobile technology consultant and strategist Paul Dunford is most often called in by restaurants in need of a mobile intervention: they either made the wrong investment, or they've explored mobile with regional trials, but haven't been able to scale the technology for system-wide success. In this MURTEC University session, Dunford will help you get on the right track - or prevent a derailment before it occurs. Pulling from real-world case study examples, Dunford will identify potential pitfalls, offer guidance on choosing the right solutions for your business, and help attendees establish a clear mobile strategy.

  • 1:30 – 2:45p
  • University Sessions Round 1 / Operators Only - Pre-Registration Required

    2) Rock-Solid Networking Design & Management Intensive
    Speaker:  Brad Martin, Management Consultant, Network Architecture, Chick-fil-A 

    For the restaurant executive that is on a journey to develop a rock-solid infrastructure, this session will provide in-depth education around a variety of topics. Participants can expect to learn about: features and gaps of Unified Threat Management; how to build an effective whitelist; the importance of policy-based routing; security enforcement via the cloud versus local; plus topics specific to Wi-Fi, including sources of interference, myths around the concerns of 5Ghz attenuation, must-have firewall features, and more! A must-attend session if you're considering an upgrade to your network.

  • 1:30 – 2:45p
  • University Sessions Round 1 / Operators Only - Pre-Registration Required

    3) Restaurant Tech Study: What's on Tap for Tech in 2016?
    1) Abigail A. Lorden, Editor-in-Chief, Hospitality Technology
    2) Gaurav Pant, Sr. Vice President, Research, EKN

    Each year at MURTEC, Hospitality Technology unveils the findings from its annual Restaurant Technology Study.  Produced with support from EKN Research, this year’s report is packed with findings for IT priorities and innovation trends. Is your tech spending on par with the industry? How will budgets change in the year ahead? What are the top areas for R&D? How are restaurants responding to trends in customer engagement, mobility, IoT and other technologies? These findings and more will be presented with analysis from HT and EKN Research.

  • 1:30 – 2:45p
  • University Sessions Round 1 / Operators Only - Pre-Registration Required

    4) Franchised Brands Hash it Out & Hug it Out (Interactive Workshop)
    Workshop Leaders:
    1) Brian Anthony, CIO, Star Chasers Oklahoma Inc.
    2) Robert Larimer, Vice President, Information Services, Boddie-Noell Enterprises Inc.

    This workshop is aimed at helping franchisees and franchisors work through challenges in implementing technology. From mandates that meet resistance, to strategies for better collaboration, this workshop invites both parties to the table for a series of group discussions. The objective is to help both franchisors and franchisees see IT investments from the other party’s perspective, leading to innovative technology wins for all, and increased collaboration. It’ll be lively, interactive and valuable – and the workshop facilitators come from two franchisees who promise to end with a hug-it-out session after the work is done.

  • 2:45 – 3:15p
  • Networking Break
  • 3:15 – 4:30p
  • University Sessions Round 2 / Operators Only - Pre-Registration Required

    5) Investigation IoT: Unbiased Discovery of Platforms & Apps for Internet of Things

    Speaker:  Steve Barrow, Principal, Sagiens Advisors

    There is much discussion around the Internet of Things, but to really prove useful in restaurants, these connected devices require a platform to manage the devices and connect the dots. In this session, Steve Barrow, restaurant IT veteran, has done some homework for you. Barrow has examined several new application management platforms in the IoT space to see how they can enable frictionless connections and real-time analytics. In this session, Barrow will discuss potential applications for IoT in restaurants, and he'll build and demonstrate applications in real-time using some of today's platforms.

  • 3:15 – 4:30p
  • University Sessions Round 2 / Operators Only - Pre-Registration Required

    6) How to Demystify Your Back-of-House
    Speaker: Jeffery V. Kent, Chief Information Officer, American Blue Ribbon Holdings, LLC

    Back-of-house systems are essential to providing visibility to key performance measures in your restaurants and optimizing margins.  This session will cover the basics for labor, food cost and reporting on key performance indicators.  We will talk about the typical improvements in business performance that should be achieved through BOH tools.  We will discuss the key elements to successfully implementing a BOH system and achieving these results.  The discussion will include a brief overview of the current tools in the market and the pros and cons of implementing a cloud-based BOH system.  We’ll address the impact of mobile solutions on the BOH for crew, in-store and above store management.  Finally, we talk about the importance of being able to filter data to provide guidance to the restaurants.  As I used to say, “The good news is that we give the GMs all the data they need to run their restaurants.  The bad news is that we give them ALL the data.”

  • 3:15 – 4:30p
  • University Sessions Round 2 / Operators Only - Pre-Registration Required

    7) Strategic Technology Selection & Negotiation
    1) Allen Eskelin, CEO, Peak Portfolio
    2) Brian Christenson, Consulting Director, Retail Systems Practice, Peak Portfolio

    IT organizations are shifting from building and operating to selecting and integrating solutions. This requires a thoughtful approach to planning, sourcing and delivery. MURTEC University is tapping the expertise of Peak Portfolio, a firm specializing in technology vendor selection and negotiation. In this session, you'll learn to manage a vendor selection process that: 1) ensures an objective and educated decision; 2) infuses stakeholder input into the decision-making process; 3) optimizes negotiating leverage; and 4) negotiates a long-term relationship with your vendors.

  • 3:15 – 4:30p
  • University Sessions Round 2 / Operators Only - Pre-Registration Required

    8) Service Innovation (Interactive Workshop)
    Workshop Leaders:
    1) Randy Barnett, Director of IT, My Fit Foods
    2) Michael Rainwater, Director, IT Enterprise Systems, TopGolf International Inc.

    In this workshop, participants will be led through group discussions on a variety of topics around how to best blend technology into the service experience. With more tech in guests’ and servers’ hands than ever before, the service experience is undergoing big innovations! Participants will discuss how to use technology for seamless customer engagement, all without sacrificing human touch. Participants will have the opportunity to choose the discussion topics they’re most interested in, and will share ideas back with the group. Workshops are fun, casual and great for peer-to-peer interactions!

  • 6:30p
  • Welcome Cocktail Reception begins in New Vendor Showcase
  • 7:00 – 8:00p
  • Welcome Cocktail Reception continues in New Vendor Showcase and Main Exhibit Hall
  • 8:00a – 6:45p
  • Registration Open
  • 8:00 – 9:00a
  • • Networking Breakfast
    • New Vendor Showcase Open
  • 9:00 – 9:05a
  • MURTEC® Opening Remarks
    Lenore O'Meara, Publisher, Hospitality Technology
  • 9:05 – 9:55a
  • Opening Keynote Address
    How the Collaborative Economy is Impacting Restaurants & What to Do About it

    Keynote Speaker:  Jeremiah Owyang, Founder, Crowd Companies

    From AirBnb and TaskRabbit to Uber and Lyft, the sharing economy is on the rise -- guest expectations are changing. In this keynote session, Jeremiah Owyang, founder of Crowd Companies, will take MURTEC attendees on a journey to understand how to they can tap into the crowd. Learn how to better use your own resources and create new business opportunities, while reducing operating costs. Discover the three ways your organization must shift in order to embrace the collaborative economy.  Find out how to activate technologies to make goods and services available on demand, reducing waste. Learn how to tap into marketplaces. Finally, find out how restaurants can tap into the crowd into every business function, reducing costs and increasing innovation.

    What you'll learn:

    • How the Collaborative Economy Technology stack is shaping up
    • What are the common use cases, and what technology is required to support it
    • What is the impact to businesses, and how can we get ahead
    • What companies and leaders must do now to overcome this disruption.
  • 9:55 – 10:05a
  • Editorial Welcome Remarks
    Abigail A. Lorden, Editor-in-Chief, Hospitality Technology
  • 10:05 – 11:00a
  • Keynote Networking Coffee Break
  • 11:00 – 11:50a
  • General Session #1
    Anatomy of a Data Breach: What to do When it Happens to You

    Craig Hoffman, Partner, Baker & Hostetler LLP

    One of the nation's top cyber security and incident response attorneys takes the stage at MURTEC for a must-attend session on how to be "compromise ready." Craig Hoffman, partner at Baker & Hostetler Law, has expertise in both proactive preparedness and incident response, with specific experience in the hospitality industry. In this session, he'll dig into the forensics that caused some of the more notorious data breaches, offering up lessons that others have learned the hard way. He'll share tips that IT leaders must know on how to identify and contain an indicent. He'll talk about the technology solutions that are really worth investing in, and he'll clear up some misconceptions about EMV. Hoffman's insight may help keep your brand out of the headlines, or at least help CIOs keep their jobs in the aftermath of a breach. 

  • 11:55a – 1:30p
  • Networking Luncheon featuring Topic Tables
  • 1:30 – 2:20p
  • Concurrent Sessions / Set #1

    Session 1-A
    Actionable Gamification: Beyond Points, Badges, and Leaderboards

    Speaker:  Yu-kai Chou, Founder & Chief, Octalysis Group

    While talks on theory and the promise of Gamification run rampant, very few of them provide the necessary tools to turn knowledge into action that deliver a strong return on investment for companies. As a gamification pioneer and international keynote speaker, Yu-Kai Chou explains the reason why so many gamification campaigns fail and introduces the Complete Gamification Framework: Octalysis to use as a methodology to implement gamification design for any process. Octalysis is based on the premise that just having “game elements” does not necessarily make something fun, which is why most games are not successful. Instead of focusing on game elements like PBLs (Points, Badges, and Leaderboards),Octalysis breaks down motivation into “8 Core Drives” that compel and motivate people to engage and learn through game techniques.

  • 1:30 – 2:20p
  • Session 1-B
    Mobile Payments is Here: How to Integrate and Operationalize

    Moderator:  Tom Lindblom, Sr. Vice President, Technology & CTO, CKE Restaurant Holdings Inc.

    1) Nick DeCarlo, Sr. Director, Restaurant Solutions, Wendy's Corporation
    2) Christopher Demery, GVP, IT Strategy, Apps & International IT, Bloomin' Brands Inc.
    3) Michael Verdesca, Executive Vice President & CIO, Focus Brands

    After years of wondering “when,” mobile payments have finally arrived. As delivery and mobile ordering take off, mobile payments become central to the transaction. Plenty of questions remain around whose technology to use, how to integrate it, what the implications will be to a restaurant’s payment infrastructure and operations. This session pulls together a group of technology executives with real-world experience in mobile payments to talk about these issues. They’ll discuss how they’ve integrated the technology, and any impact to PCI scope. They’ll talk about the impact of mobile payments on the drive through experience and to pay-at-table, and they’ll offer projections for mobile payment technology in the coming 12 to 18 months. These topics and more will be addressed.

  • 1:30 – 2:20p
  • Session 1-C
    Digital Change Management: What one CIO learned about Disruption During a System-wide Overhaul

    Speaker:  Joanne Stubbs, CIO, Bakers Delight Holdings Ltd.

    This session brings in a technology thought leader that has been through the paces of a massive infrastructure overhaul, without sacrificing valuable data or disrupting the business. Joanne Stubbs, CIO at Bakers Delight Holdings, Australia’s most successful bakery franchise, will share valuable first-hand insights about her experience in change management. She’ll share how her organization shifted to new providers for POS, payments and hardware, without getting bogged down in a data migration, all while creating minimal disruption for the brand’s 700 bakeries across four countries. Stubbs will also share what she learned about POS system trends as a part of the vendor vetting process, and as a bonus will offer a few tips on change management for tap-and-go payment, which is the standard in Australia.

  • 2:25 – 3:15p
  • Concurrent Sessions / Set #2

    Session 2-A
    EMV is Here, Now What?

    Speaker:  Cathy Medich, Associate Director, EMV Migration Forum

    The deadline for the EMV liability shift may be behind us, but the challenges of migration are still very much alive. Achieving payment security is a marathon, not a sprint, particularly in the restaurant industry where EMV is met with both supporters and skeptics. “EMV is Here, Now What?” will be a frank session on EMV in the restaurant industry. The session brings in Cathy Medich, associate director of the EMV Migration Forum, an independent organization formed to foster collaboration in transitioning payments in the U.S. Medich will share what the association has learned about EMV six months post-deadline. She’ll talk about the realities of chargebacks and EMV upgrade hurdles. She’ll share implementation guidance specific to restaurants, and will talk about the next wave contactless and mobile technologies and their impact on payments.

  • 2:25 – 3:15p
  • Session 2-B
    Inside the Minds of Millennials: a Focus Group Panel

    Moderator:  Geoff Alexander, Executive Vice President & Managing Partner, Wow Bao, Lettuce Entertain You Enterprise / Wow Bao

    Panel:  Millennial Consumers

    For many restaurants, the group of twenty(ish)-somethings that make up the Millennial Generation are among your most desired consumers. In this exciting focus group style panel, you’ll hear first-hand from millennial consumers on a variety of topics. The discussion will be led by Geoff Alexander, an entrepreneurial restaurant executive from Lettuce Entertain You’s WowBao brand. Geoff will talk to these consumers about how they do and do not like engaging with restaurants (and retail in general) via technology, digital marketing, mobile devices, social media and more. They’ll talk about what’s hot and what’s fallen out of favor, how they feel about the balance of personalization versus privacy, and what makes them loyal to a brand. Members of the audience will have the opportunity to ask questions in what promises to be a compelling and fun session with a fantastic group of consumers!

  • 2:25 – 3:15p
  • Session 2-C
    Mobilizing the Point of Sale: Today's Reality, Tomorrow's Speculation

    Moderator:  Dorothy Creamer, Managing Editor, Hospitality Technology

    1) Ryan Baune, Director, Restaurant Technologies, Buffalo Wild Wings
    2) Lacy Novell Morris, Vice President, IT, International Coffee & Tea LLC
    3) Tim Shimko, Director, MIS, Not Your Average Joe's

    The "what if" scenario of mobile POS is finally coming to restaurant tabletops, but what the future will look like is still anyone's guess. Do tablets have a place in your restaurant, or is the consumer's own device the eventual POS terminal? This panel brings together restaurant executives with real-world experience in mobilizing the point of sale to talk about how they melded physical and digital service. They'll discuss what they've learned from rolling out mobile POS, and how pathways to purchase could continue to evolve. If your restaurant is thinking about mobile - and whose isn't? - this is a must-see discussion!

  • 3:15 – 4:10p
  • • Networking Coffee Break
    • Editorial Advisory Board Meeting (private)
  • 4:10 – 5:30p
  • Concurrent Workshops / Operators Only

    MURTEC Workshops are the ideal format to brainstorm with your peers in small groups. Through several rounds of discussion and sharing, each workshop covers hot technology topics and trends, customized to the specific market segment.

    Workshop #1 / Operators Only
    Tech Innovation Trends in Full-Service Restaurants

    1) Greg Clore, Vice President, IT, Dave & Busters
    2) John LaPorte, CIO, Logan's Roadhouse

    If you run a full-service restaurant, this is the workshop for you. Workshops are led by a team of restaurant executives and feature moderated group discussions. Participants can choose from a variety of hot topics including: table-top ordering, guest payment options, the role of mobile, employee productivity, guest engagement and more! These workshops are interactive and casual, and offer a great format to learn from and share with your peers. 

  • 4:10 – 5:30p
  • Workshop #2 / Operators Only
    Tech Innovation Trends in QSR & Fast-Casual Restaurants

    1) Jeff Archer, Vice President of IT, Tijuana Flats
    2) Rob Jakoby, Vice President of IT, Firehouse Subs

    If you run a quick-service or fast casual restaurant, this is the workshop for you. Workshops are led by a team of restaurant executives and feature moderated group discussions. Participants can choose from a variety of hot topics including: kiosks and mobile POS, beacons, EMV and P2PE, Internet of Things, guest Wi-Fi and more. These workshops are interactive and casual, and offer a great format to learn from and share with your peers. 

  • 4:10 – 5:30p
  • Workshop #3 / Operators Only
    Tech Innovation for Small IT Shops

    1) Ben Beckstrom, Director of IT, The Malnati Organization LLC
    2) Ramon M. Vazquez Tous, IT Director, Wendco of Puerto Rico Inc.

    Many of the restaurant executives that come to MURTEC have limited IT resources – perhaps just a handful in-house staff members (or one!) and tight budgets. If you’re a “Small IT Shop,” come participate in this workshop aimed at helping each other learn how to do more with less. Through a series of group discussions, you’ll share strategies for how to best provide support to stores, how to best work with outsourced technology resources, when to build vs. buy, and more. You may even slay a giant or two. 

  • 5:30p
  • Cocktail Reception begins in New Vendor Showcase
  • 5:45 – 6:45p
  • Cocktail Reception in New Vendor Showcase & Exhibit Hall
  • 8:00a – 12:15p
  • Registration Open
  • 8:00 – 8: 45a
  • • Networking Breakfast
    • New Vendor Showcase Open
  • 8:45 – 8:55a
  • Day Three Editorial Opening Remarks
    Abigail A. Lorden, Editor-in-Chief, Hospitality Technology
  • 8:55 – 9:45a
  • Closing Keynote
    From Great to World-Class

    Keynote Speaker:  Dr. Bryan K. Williams, Chief Service Officer, B. Williams Enterprise LLC

    How exceptional is your service culture? "From Great to World-Class" will focus on five essential aspects of strengthening and sustaining a strong service culture. Learn how to incorporate ancient proverbs from various cultures to refocus on key service basics, emphasize the "power of one" in the service experience and look at potent ways to engage your heart and mind.

    Learning Topics:

    • Define the "ultimate service experience" and how to implement it
    • Power of focusing on continuous improvement
    • Importance of self-accountability and peer-accountability
    • Articulate your role in driving a culture of service excellence
    • Practical tips to make customers feel like you are their advocate
  • 9:45 – 10:25a
  • Keynote Networking Coffee Break in Exhibit Hall & New Vendor Showcase
  • 10:25 – 11:25a
  • General Session #2
    Nine-Minute Wins: Inspiration to Installation

    A mash up of fast talks from some of the restaurant industry's latest examples of technology innovation. With only nine minutes to share their success story, restaurant operators will focus on the must-know aspects of their best roll-outs.

    Session Host:  Abigail A. Lorden, Editor-in-Chief, Hospitality Technology


    SEGMENT #1

    Collaborating & Innovating Your Way Through Store Development
    Speaker:  Jenni Doyle, Director of Information & Technical Services, Papa Murphy's International

    It takes a village… to open a new store and care for it once it’s opened. Papa Murphy’s Jenni Doyle takes an innovative, technology-focused approach to opening take and bake stores across the nation. Learn how Papa Murphy’s is using an online community to provide timely reporting, task clarity and job aids to help open these stores – and the roadmap to extend this tool to support all store lifecycle management.

    SEGMENT #2

    Music to Your Ears
    Speaker:  Michael Dorf, Founder & CEO, City Winery

    Entrepreneur and music industry veteran has found a way to combine a luxury concert experience with high-end food and wine service.  But the use of technology in enhancing this service for the discerning customer has made the model a stand-out in the industry, from direct sale of ticketing to the customer, use of mobile & paperless ticketing, mobile checks, CRM, and other tools have combined for a unique experience for the customer.

    SEGMENT #3

    If Everything Seems Under Control, You're Not Going Fast Enough
    Speaker:  David Starmer, Vice President, Global IT Store Systems, Dunkin' Brands

    Taking retail technologies from innovation to market can be a time consuming process.  Facing competitive pressure and high guest expectations, time is luxury that IT teams don’t have. This talk will discuss how to prepare your vendor partners, teams and end users for rapid deployment, at scale, without sacrificing the project’s business case.

    SEGMENT #4

    How honeygrow is Crushing it with Kiosks
    Speaker:  Justin Rosenberg, Founder & CEO, honeygrow

    Fast-casual brand honeygrow is a hot new up-and-comer that recently received $25 million in funding to fuel its growth. In this 9-minute win, Founder & CEO Justin Rosenberg talks about how the Philly-based company is using self-ordering kiosk technology in its stores to create a distinct service experience that’s both simple and beautiful. Rosenberg talks about how elements of both the technology and its on-site management have made the project so successful. 

    SEGMENT #5

    Politicizing Your Platform
    Speaker:  Joe Tenczar, Vice President & CIO, Sonny's BBQ

    Good project management and solid technology product development does not ensure your project's success. Forever, IT has executed these things well and has still been labeled a support function. This talk will suggest ways of reducing the traditional resistance of technology adoption using unfettered transparency and by "politicizing" the platform through a groundswell of believers that can ensure its success.

  • 11:30a – 12:15p
  • General Session #3
    MURTEC Audience  Choice: Vendor Insight Panel with LIVE VOTING!

    Moderator:  Abigail A. Lorden, Editor-in-Chief, Hospitality Technology

    Panelists:  Five Audience-Selected Sponsors

    For the first time at MURTEC, we’re giving technology solution providers a chance to join a vendor panel on the main stage and speak on hot technology topics. But there’s a catch – all members of the panel will be voted in via live audience polling at MURTEC! Attendees will vote for the vendors they’d most like to hear from, and the top five selections overall will be invited to a panel discussion hosted by HT’s editor-in-chief Abigail Lorden. Abigail will pose questions on some of today’s hottest topics, and ask for the panel’s reflections on findings from this year’s Restaurant Technology Study. Members of the audience can pose questions, too, via a live twitter Q&A. Don’t miss this session – it’s your chance to pose questions to some of the restaurant industry’s brightest solution providers!

  • 12:15 – 12:20p
  • MURTEC Closing Remarks
    Lenore O'Meara, Publisher, Hospitality Technology