Acompany can either be competitor-focused or customer-focused but it can't be both. Fair Indigo, a multichannel apparel company with a socially conscious message, chose the latter. In order to fulfill on this promise and to appeal to varying buying preferences, it launched three channels at once: retail, catalog and web. It was also one of the first branded apparel retailers to give customers a voice with feature ratings and reviews creating a consistent customer experience through every channel possible. The result? Increased bottom-line profits and a loyal customer base. Mr. Bass — a multichannel retailing pioneer — will share lessons learned about what it takes to engage customers and boost profits.