Something he didn't mention is how Apple is pretty much the only retail store in existence that has items people want to use, and has a policy of letting them use the products as much as they want. I think that's the single biggest difference(well, that and the fact that Apple employees aren't on commision) between Apple and every other electronics retailer. While everyone else is full of people looking to sell you, Apple stands back and let's the products sell themselves. It worked on me.