Anne Holland's SherpaBlog: What I learned at the Shop.org show (no link, it's a newsletter)

Anne Holland reports from last week's Shop.org show that multi-channel marketing is still a huge operational challenge for most retailers. One speaker had to bribe her IT guys to get her analytics project done. Moral of the story: multi-channel operations start at home, with a strong integration between marketing and IT. Another interesting tidbit: e-tailers increasingly experiment with live chat as a way to convert more shoppers, for instance at the shopping cart level.