Why We Buy: The Science of Shopping
http://www.boxesandarrows.com/archives/why_we_buy_the_science_of_shopping.php

Lash, Jeff
Boxes and Arrows
2002

Abstract:

'Experience design' doesn't just apply to online design. Paco Underhill's 'Why We Buy: The Science of Shopping' explores customer experience and consumer behavior as they affect retail and offline environments and in turn provides dozens of lessons for those in web development.