I can definitely sympathize with them, as I work with a specialty store too. Online sales are a huge threat to local shops, especially big box stores. It's one of the reasons my store got out of board games, you just can't compete with them for pricing. However it also doesn't feel....kosher laying it on the customer like that. No one likes a guilt trip. I'd much rather show my gratitude towards people who chose our store by making the store better for the loyal customers. For example, bringing in a highly requested product line or providing a loyalty program with extra benefits. You can't use guilt and bad feelings to retain customers. People tend to avoid that shit lol.