Editor's Note: 2 Key Trends From eTail West

• offer seamless connections (i.e., make sure your brand is consistent across all channels);
• maximize convenience (i.e., make sure customers can interact easily with your brand);
• be service-oriented (i.e., know where your customers are, what services/attention they need and then follow through);
• offer compelling content (i.e., offer advice, make expert recommendations and be brand appropriate, customized and timely);
• put the products you're selling front and center across channels (i.e., remember why you exist and focus on it everywhere); and
• start with the experience (i.e., remember, good customer service equals sales and a great customer service team that works across all sales channels is a great investment).

2. The rise of responsive web design (RWD). For years, many mobile insiders proclaimed "201_" as the year of mobile. While in my opinion that hasn't actually happened yet, 2013 is definitely poised to be the year of RWD. In short, RWD enables a brand to optimize its website across desktop PCs, tablets and mobile devices. At eTail West, RWD was discussed regularly on the trade show floor, during presentations and in questions to speakers from attendees. Are you using RWD? If so, drop me a line at mcampanelli@napco.com. We'll be tracking this trend and would love to hear your successes and challenges around it.