I have to agree with you on the toner Catherine, esp with a creamy cleanser. I have a couple of different cleansers for different reasons. A cream cleanser and toner if I have been wearing full makeup. If no or little makeup I use a face wash or foam cleanser, and I have the lovliest Camomile eye make up remover which I find perfect to gently remove the lashings of mascara (LOVE MASCARA, so easy, yet such great results!lol), then moisturise.
Its funny how older women really want the chemicals, whilst the younger ones are really aware of "chemicals". Ingredients are listed by their scientific name, so when you look at the list full of looong words you can feel a bit bamboozled. However, Vit E is tocopheroyl (sp?).
I would always talk about the Body Shops core values (ieRaising Self Esteem) and how we shouldn't buy into the anti-aging scaremongering, being happy in your own skin and all that jazz - well the younger customers (ykwim) would nod and smile and agree, whilst the older ones would be - yeah, we love the whole tree-hugging hippy stuff - just give me whatever to get rid of these wrinkles!!! I get the impression some ladies would smear ant-poo (with added chemicals) on their faces for the right result.

One thing I do know - I can tell a women who has taken care of herself by the condition of their skin and it is well worth it to wash, moisturise and sunscreen each day.

I think I am a new species of nerd.....