Episode 3

In a television first, the BBC goes behind the scenes of John Lewis - one of Britain's biggest and best known department stores - as it tackles changing tastes, tougher competition and the worst recession for 80 years.

Programme three looks to the future. John Lewis is expanding its fashion offering online and we learn what their customers are expecting from a brave new world of 21st-century shopping. The big question facing John Lewis is whether they can embrace this online world without compromising on what it considers to be the business's Holy Grail - personal and specialist service.