Event Day and Time Description Room
1:00PM - 6:00 PM
Registration Opens
The registration desk will be located in the 8th Street Lobby.  Be sure to check in to receive your name badge, shirt, hat and a famous Chicago treat!
8th Street Lobby
8:00AM - 4:00PM Registration 8th Street Lobby
10:00AM - 11:00AM Walk for Cystic Fibrosis 
Join us as we kick off conference with our annual walk to help raise funds for cystic fibrosis research, care and advocacy.
Normandie Room /  Public Space
12:00PM - 3:30PM Pre-Conference Breakouts (See Breakout Agenda for details and room list) Continental A, B, C, & Salon C 1-8
4:00PM Opening Ceremonies
Matt Bell, Vice President of Human Resources
International Ballroom North
4:05PM CARSTAR Foundation Update
Matt Bell, Vice President of Human Resources
Learn more about the new, CARSTAR Foundation, while also hearing all about what franchise partners from across North America are doing to help raise valuable funds and awareness for cystic fibrosis. Local to Chicago, Lou DeFalco, will also join Matt on stage to share his first experience in raising two children, who live with cystic fibrosis.  
International Ballroom North
4:20PM Opening Video International Ballroom North
Welcome Message
Michael Macaluso, President 
Hear from our President, Michael Macaluso, as he welcomes us all to Chicago by sharing some year to date highlights and company plans to accelerate franchise profitability for the remainder of 2019 and beyond.   
International Ballroom North
4:45PM Special Guests
Lirel Holt & Sam Mercanti 
Our founder, Lirel Holt and Canadian founder, Sam Mercanti, will be joining us to help commemorate our 30th anniversary. 
International Ballroom North
Franchisee of the Year Award Presentation
Michael will welcome to the stage our Franchise Partners of the Year to accept their accolades and celebrate the winners.  
International Ballroom North
5:10PM The myths and truths of A.I for the automotive collision repair sector 
Hod Lipson, Professor of Engineering & Data Science
International Ballroom North
6:30PM CARSTAR at Wrigley Field
Over 100 years old, Wrigley Field is not just a ballpark; it is a symbol of Chicago. CARSTAR is spending opening night at the legendary stadium where we can warm up in the same batting cages as stars like Anthony Rizzo, embark on a VIP tour of the stadium and even throw some pitches in the bullpen!
Wrigley Field 
7:00AM Breakfast International Ballroom South
8:00AM Opening Ceremonies
Matt Bell, Vice President of Human Resources
International Ballroom North
8:05AM Driven Brands Update
Jacky Wu, EVP and Chief Financial Officer
Jacky will provide a high level overview of the Driven Brands portfolio and CARSTAR's impact on the overall business.
International Ballroom North
8:10AM Marketing & Customer Experience Presentation
Hannah Ross, Director of Marketing
Learn more from our North American marketing leader on how the team is working to understand the customer path to enhance targeted marketing strategies and improve the overall customer experience.
International Ballroom North
Arlo Johnson, General Manager CARSTAR US
Arlo Johnson, leader of CARSTAR for the U.S. and General Manager, will highlight the importance of industry relationships and discuss why the customer experience is key for continued profitability. 
International Ballroom North
8:40AM Talk Triggers - Turn your Customers Into Volunteer Marketers
Jay Baer
Customer experience is how you make your customers feel. Great customer experience occurs when you exceed customer expectations. And when you do so, customers are COMPELLED to talk about you. In this fast-paced, timely, dynamic presentation Jay teaches his customer experience excellence framework, showcasing how any business can turn customers into advocates. With hilarious and poignant storytelling, Jay will teach attendees the three primary ways to use customer experience to trigger word-of-mouth, illustrates mistakes to avoid, and inspires audiences to put new strategies into practice immediately.
International Ballroom North
9:40AM Introduction
Jeff Labanovich, General Manager CARSTAR Canada
Canadian driver of the business and General Manager, Jeff Labanovich, touches on the importance of key performance indicators for modern collision repairers while also discussing the future of the industry. 
International Ballroom North
9:45AM Technology Driven Innovation
Jason Verlen
There has never been a time where technology innovation is changing existing business processes faster than it is today. Jason will provide insight with an outside-in view of such changes and how business models can rise and fall with sudden and sometimes alarming rapidity. He’ll cover the vehicle lifecycle and collision repair space where his focus will be on technology driven innovation and creating a coherent user experience across the entire network of participants: OEMs, insurers, and collision repairers.  Finally, Jason will discuss potential use of these innovations in the collision repair space to improve productivity, manage vehicle complexity, and provide the consumer with an improved experience. 
International Ballroom North
10:20AM Break  
10:30AM - 1:15PM Insurance Breakout Sessions and French Only Sessions (See Breakout Agenda) Continential A, B, C and Salon C 1-8
1:30PM Vendor Expo
Hear from our valued vendor partners about their latest and greatest products or service offerings at our famed vendor expo. Always fun and informative, the vendor expo provides the perfect opportunity to network with key partners from around North America.
Salon A
7:00AM Breakfast International Ballroom South
8:00AM Skit International Ballroom North
8:05AM Opening Ceremonies
Matt Bell, Vice President of Human Resources
International Ballroom North
8:10AM Procurement's Value-Add to Franchise Owners
Matt Miano, Vice President, Procurement
Hear from our procurement department and learn the benefits they bring to our network.  You will learn about some of the programs offered as well as be provided with some stats and information on program sales.
International Ballroom North
8:15PM Development Update
Dave Foster, Vice President, Franchise Development
Hear from Dave as he shares highlights from the past 12 months, discusses the benefits of existing franchise partner’s opening multiple locations and shares an exciting new referral program exclusive to CARSTAR franchise partners.
International Ballroom North
8:30AM The Impact of Rapid Change to the Collision Industry
Sean Carey
Sean Carey is a highly respected claims and collision industry strategist. His keynote presentation will explore how the rapid changes we are experiencing will impact the entire industry in the coming years, primarily driven by the onset of the connected vehicle and OEMs. Certified networks and strong positions on repair diagnostics and procedures are just the precursor to OEM involvement in First Notice of Loss and the entire claims and collision journey. With the end goal of brand retention, Sean will identify how the OEMs and Insurers will coexist in this new landscape and how collision repair networks, such as CARSTAR, will benefit from the changes.  
International Ballroom North
OE Panel
John Eck - GM, Mark Zoba - Nissan and Joseph Marini/Dean Bruce - Ford
Sean will host a panel discussion with leaders from top OEMs, allowing CARSTAR franchise partners to hear first-hand about how their initiatives on certifications, ADAS and FNOL will impact our network and how we can prepare for this new world.
9:45AM Franchise Performance Panel
Moderated by Jeff Labanovich & Arlo Johnson
Hear from some of our Franchisees on their approach to driving high performance and stellar KPI's in their stores.
International Ballroom North
10:00AM Closing Remarks
Dean Fisher, Chief Operating Officer
Former franchise partner, long-time CARSTAR champion and current Chief Operating Officer, Dean Fisher, will be closing out the conference by looking back not only on the weeks events, but also on CARSTAR’s remarkable 30 years of business. Emphasizing the importance of performance, Dean will also discuss the future of the industry.
International Ballroom North
10:15AM Break International Ballroom North
10:30AM - 4:00PM Operations Breakouts Sessions & French Only Sessions (See Breakout Agenda for details and room list) Continential A, B, C & Salon C 1-8
12:00PM Lunch International Ballroom South
6:00PM The 2019 CARSTAR Awards & Gala Dinner
Breakout your glitz and glam as we go back in time to celebrate one of Chicago’s most iconic eras, the roaring twenties. We will be celebrating our accelerated momentum in style on the final evening as we honor our hardworking network for their outstanding achievements.
International Ballroom North