Table of Contents Part 1 You - starting at the beginning 1 What do you want for yourself? 2 Rising above the crowd 3 Keeping it simple 4 Rolling those snowballs Part 2 Team - make us happy and we will make you money 5 What's the Big Idea? 6 How to build great teams 7 How to get people out of bed 8 All we need is a little better every time Part 3 Customer - make me happy and I will give you my money 9 We love shopping here! 10 Price and value 11 Promote or die 12 Marketing for real people Part 4 Store - make it brilliant and they will spend 13 Discovery 14 The great big theatre of shop 15 Detail, detail, detail - the store environment 16 And finally...how we got here Epilogue - and we're done?