Ebooks had to happen.

I think one of the things people don't understand is we can build more shareholder value by lowering product prices than we can by trying to raise margins. It's a more patient approach, but we think it leads to a stronger, healthier company. It also serves customers much, much better.

It's not an experiment if you know it's going to work.

Everything you are comes from your choices.

Because, you know, resilience - if you think of it in terms of the Gold Rush, then you'd be pretty depressed right now because the last nugget of gold would be gone. But the good thing is, with innovation, there isn't a last nugget. Every new thing creates two new questions and two new opportunities.

If you never want to be criticized, for goodness sake don't do anything new.

Your brand is what people say about you when you're not in the room