As I mentioned earlier, I surf ecommerce sites for a living, I visit a dozen or more new sites every day and have been doing this for years. The first thing I do on every site (after "View Source") is check out customer service and "contact us." Retail usability is the sea that I swim in.

If I were designing sites I would buy the list of the "Top 500 retail sites" (Google that) and I would study them until I knew cold what made them tick. Then I'd approach clients with the knowledge that the winners use.

Usability for paying customers is the only usability that will put food on your table. After dinner you can afford to think about usability for everyone else.

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...the Rockies may tumble, Gibralter may crumble... G & I Gershwin, 1937