Business is strongest is when it's face-to-face with customers and the beautiful products can be displayed physically in an alluring way. I regularly tell retailers who moan about the web to work out how to compete effectively instead. Innovators in top up grocery shopping, web purchase collection and so on, understand that the future is omni-channel and are making money. Grenson shows us how a perfect customer experience makes people feel special and gets them buying. And everybody please remember, you can't get your hair done, grab a quick drink when you fancy it, have your shoes mended, collect your prescription or dry cleaning quickly on the web (yet).