Poor retail policy, that's what hurt them the most, at least that's what happened here. I don't think any game can go far without a LGS's retail support. We set up the Scord on our own expenses, tried running trounies and leagues using our own minis as prizes and all the support we get from Rackham is "We could ship you some posters as prizes".
Somehow they came across as arrogant thinking that their mail order sales alone is enough.