I still don't quite understand the point of the stores. Online/phone orders for maximum discounts and convenience. Only thing I've ever bought from one is the iPod touch because I was walking by the store on the day it was released originally.
Seriously?
a) people can buy stuff on the spot, no waiting
b) they can play with it for as long as they want to see if they want it
c) the staff are generally quite knowledgable, and if they don't know the answer they'll find someone who does (as opposed to just lie like other shops)
d) fast onsite repairs at the Genius Bar
e) personal training with the Creatives
f) free workshops to learn more stuff
g) Summer Camp, you can drop your sprogs in and have the trainers amuse them and teach them stuff for a few hours in the summer holidays
The stores have been a MASSIVE part of Apple's turnaround. Huge. They make stupendous amounts of money.
Do bear in mind that most people aren't aware that if you phone the online education store and commit fraud you can get a student discount, plus they want someone to show them, talk them through the purchase. A large amount of Apple's customers aren't know-it-all geeks, they're normal people, many of them timid of computers.
Regardless of my opinions on how they treat their staff, for the consumer the stores are amazing, and provide one of the best shopping experiences you'll find. They're head and shoulders above any other computer retailer.