One of the people who most influenced me was Ben Shapiro, a marketing professor at the business school. He used to rant and rave and pound his fist: 'It's all about the customers!' And he was right. He was also right that, at that time, retailing was devoid of really talented people; he urged me to go in that direction.

One of the people who most influenced me was Ben Shapiro, a marketing professor at the business school. He used to rant and rave and pound his fist: 'It's all about the customers!' And he was right. He was also right that, at that time, retailing was devoid of really talented people; he urged me to go in that direction.

Some of the best opportunities in the world are the most obvious ones.

Forget 'branding' and 'positioning.' Once you understand customer behavior, everything else falls into place.

They've got a Jobs Council that never meets. A Democratic Senate that doesn't act. A President who doesn't believe and a Vice President who won't stop talking. They just don't get it.

If a customer walks out without shoes, you really want to find out why. 'It didn't fit' is not good enough.

Typically you see the home office think up some great program but doesn't think through implementation at the store level.