Windjammer
Adventurer
Basically, this guy is completely right about the gaming store functioning more as an "order taker" than a retail store.
This is the part I don't get fully. I understand that the experience he relates and which you confirm is very real for some people. I wonder though how far it generalizes. See, the FLGS owners I've come to know in Germany and the UK over the years had more of a second hand car salesmen attitude. They perfectly knew that I was more informed than them about products I already wanted - so they capitalized on hooking me onto product I had literally no idea about before entering their store. Product they easily knew more about than me.
It's true that most RPG'ers are creatures of loyalty to their game of choice. So what you do as a retailer is to expand the number of those loyalties.