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Lori Widzinski, "Inside Out: Stories of Bulimia," Library Journal, June 1, 2003, p. 182; Susan McClelland, "Distorted Images," Maclean's, August 14, 2000,
pp. 41-42; Rebecca L. Rogers and Trent A. Petrie, "Psychological Correlates of Anorexic and Bulimic Symptomatology," Journal of Counseling and
Development, pp. 178-188; "Kids Say Being Fat Is as Bad as Having Cancer," Medical Post, May 6, 2003, Vol. 39, Iss. 18; Tara Parker-Pope, "Health
Matters: When It Comes to Exercise, a Little Bit Goes a Long Way," Wall Street Journal, August 9, 2004, p. R.5; Louise Witt, "Why We're Losing the War
Against Obesity," American Demographics, December 2004, p. 27; Rachel Lehmann-Haupt, "La Vida Low Carb," Folio, March 2004, p. 58; Ann
Brocklehurst, "The Lowdown on the Low-Carb Diet Wars," Maclean's, February 23, 2004, pp 38-39.

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