Arkansas Business

But what will customers get? Not sure. What they want is a retail experience that bridges online information, control and convenience with the sights and sounds, touches and feels of social shopping.

Competitive pricing with free one-day shipping will help the former, while creating exciting online visual displays that promote the liveliness of retail shopping, along with customer critiques and recommendations, should embellish the latter. Plus, having fans, friends and followers on Facebook and Twitter extends retailers' reach into sociality. Give customers what they want where they are or where they want to be.

If the weekly emails from Dillard's, its blog, iPhone app and YouTube videos are any indication, our Arkansas-based department store chain is looking for growth in e-commerce as well.

(Craig Douglass is an advertising agency owner and partner with Zoe and Ernie Oakleaf in InFocus LLC, a Little Rock-based focus group research company. He can be reached at Craig@CraigDouglass.com.)