Nowhere is the evidence stronger for how the web is transforming retailing than at some forward-thinking multi-channel retailers. Leading chains incorporate the Internet into stores with web-enabled kiosks that allow them to link to other systems. Indigo Books & Music uses kiosks to enhance its CRM/loyalty, inventory and POS systems, which allow customers to cash pay for an item that was ordered on the kiosk. This type of integration makes kiosks a more dynamic part of the store experience and not just a web-site-in-the-store. It also allows retailers to find more ways to use the kiosks to boost sales and tighten customer relationships. Our speaker will discuss why Indigo adopted such a strategy, how it implemented it, what it has achieved so far from the strategy and what's next.