Retail Trust is launching a major UK-wide drive, urging shoppers to show greater kindness and respect ahead of the Christmas shopping surge, after 83% of workers said just one positive customer interaction can help them recover from a negative experience.

Disrespectful shoppers are subjecting retail workers to growing levels of intimidation, aggression and unwanted filming as abuse against store staff soars, according to the charity.

New research for the Retail Trust’s Let’s Respect Retail campaign found 79% of shop workers have faced an abusive or violent situation in the past year compared to 77% in 2025, and more than half (54%) are now targeted weekly, up from 43% last year (+11 percentage points) and 33% in 2024 (+21 percentage points).

It has been accompanied by a sharp rise in the number of shop staff who said they or a colleague had also been filmed without consent by mobile phones or smart glasses, from 30% to 38% in a year.

Almost one in four (23%) said they’d experienced abuse involving a physical attack, such as being kicked or hit, a figure unchanged from the previous twelve months.

Of the 1,138 shop workers who took part in the Retail Trust’s annual survey, 84% said they had witnessed shoplifting in the past year, and more than a third (35%) say they now witness theft offences every day. Almost half (48%) said the worsening abuse has made them want to quit their job or leave the retail industry altogether, up from 43% who felt the same in 2025.

Launching today (Mon 09 Nov), the Retail Trust’s Let’s Respect Retail campaign aims to raise awareness of the need to protect retail workers from abuse and violence.

“Our country’s shop workers have had enough of being shouted at, threatened, and treated with contempt,” Chris Brook-Carter, Chief Executive of the Retail Trust, said.

“There has been a disturbing shift over the last few years where behaviour that would once have been considered completely unacceptable is increasingly being seen as part of the job. This is damaging people’s confidence, destroying morale and driving good people out of a sector they once loved.”

“Most people do the right thing, but when a minority don’t, the rest of us have a role to play in making sure shop workers still feel seen and valued,” Brook-Carter added.

“No one should go to work fearing for their safety, yet the Retail Trust’s findings are a stark reminder that violence and abuse against retail workers remain endemic,” Helen Dickinson, Chief Executive of the British Retail Consortium, added.

“The BRC is proud to support the Let’s Respect Retail campaign ahead of the busy Christmas period, reminding us all that starting with a simple ‘hello’ and showing a little kindness can make a world of difference to the people behind the counter.”

Major retailers, including Sainsbury’s, M&S, Next, Currys and FatFace, have pledged their support for the campaign, which will run throughout the Peak Trading period.

“Our colleagues, in-store and out on the road, work hard all year round to help customers enjoy amazing technology, and the festive period is no different. It’s simply unacceptable for anyone to face abuse while simply doing their job,” Lindsay Haselhurst, COO at Currys, said.

Will Crumbie, CEO of FatFace, added: “FatFace is proud to support the inspiring work of the Retail Trust and its Let’s Respect Retail campaign. Kindness and community are at the heart of our brand, and we believe no one should have to face abuse or intimidation in the workplace.”