Supermarkets depict abundance; boutiques exclusiveness; roadside stands authenticity.
The thing is, I don't want to be sold to when I walk into a store. I want to be welcomed.
The store experience must become a performance, with the energy and precision of a Broadway play.
Doing a mall is not only construction of the physical place: what is important is the merchandising mix. We strive to serve the convenience of the public. We want shopping at our malls to be a unique and an enjoyable experience.
When I visit a new bookstore, I demand cleanliness, computer monitors, and rigorous alphabetization. When I visit a secondhand bookstore, I prefer indifferent housekeeping, sleeping cats, and sufficient organizational chaos.
The only thing... in-store retailing has that online doesn't have is it has the ability to touch, smell, feel, and experience.
I love the atmosphere of shopping in London. Sometimes I just go into a boutique, not to buy but to listen to the music.
Experience is going to be even more important than it used to be - people will want to live something when they are in our stores, otherwise they'll just buy on their phones.
