macy

Knowing customers' likes and dislikes is about as basic as it gets in retailing. But for years, national department stores got it wrong. More concerned with controlling costs, big retailers focused on sameness. Not anymore.

This holiday season, the big draw in online shopping will be the free shipping. Consumers are demanding it, and with this year's bareknuckle competition, retailers have no choice but to give it to them. Four out of five retailers will offer free shipping with minimum purchases this holiday,...