British retailers could face a £7.8 billion bill to replace employees most at risk of leaving their jobs, according to new research by the Retail Trust. The charity's latest health of retail report reveals that over 1.5 million retail workers, 41% of the workforce, were at risk of quitting last year due to unhappiness linked to issues such as customer abuse. The average cost of replacing a retail worker is £5,195.
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In response, the Retail Trust is offering free training to help shop workers and delivery drivers manage abusive customers in the run-up to Christmas. Three online sessions will run from 21 to 23 October, with recordings available until 31 October. Attendees will learn to adjust body language, tone of voice and word choice to defuse situations, and how to recover after incidents.
Chris Brook-Carter, chief executive of the Retail Trust, said: "Thoughtless, unkind and aggressive behaviour is having a significant impact on the wellbeing of British retail workers and could lead to many dropping out of the workforce, so it's clear we need to take action now. Retail leaders we spoke to for the Retail Trust's health of retail report told us their staff face a wide range of abuse, from disrespectful signs of impatience and rude comments to unacceptable outbursts, violent assaults and theft.
"The new standalone offence of assaulting a retail worker should lead to much-needed shifts in how criminal behaviour is handled by the police but it will do little to lessen the impact of what I've heard described as 'everyday abuse', such as rudeness and hostility. We believe that shop workers and delivery drivers must be shown more respect and that training to help them deal with all forms of abuse should now be mandatory."
The report also highlights pressures from the cost of living. Thirty-nine per cent of retail workers said rising costs had worsened their mental health, while 17% struggled to meet monthly outgoings. Sixty per cent reported anxiety, worry and fear due to uncertainty in the industry. One retail leader noted: "Inflation is stabilising, but people are still struggling more with the cost of surviving, rather than the cost of living."
The Retail Trust works with more than 200 retail employers and has already delivered similar free training sessions in June 2025 and November 2024, with nearly 2,000 retail workers taking part. The latest sessions form part of its Let's respect retail campaign.
Registration: www.retailtrust.org.uk/respect
Report: www.retailtrust.org.uk/health-of-retail-report
