Retail staff in the UK will be offered free training next month to help them deal with rising abuse, amid a wave of shoplifting and violent incidents sweeping high streets and supermarkets.
The three short online sessions, organised by charity the Retail Trust and tech partner Sensormatic Solutions, will teach workers how to de-escalate threatening situations and recover mentally from traumatic encounters.
The training is part of the ongoing Respect Retail campaign and will run from 24–26 June, with recordings available until the end of the month.
It comes as new data from the British Retail Consortium shows violence and abuse towards shop staff has soared to more than 2,000 incidents a day, representing a 50% year-on-year rise. Separate figures from the Retail Trust reveal 80% of workers have experienced verbal or physical assault, and nearly half now feel unsafe at work.
Mental Health Under Siege
Launched to coincide with Mental Health Awareness Week, the training initiative is just one part of a broader push to protect the wellbeing of retail and delivery workers who are “under siege”, according to the Retail Trust’s chief executive, Chris Brook-Carter.
“All retail staff should be offered training to protect workers under threat from vile insults, threats and attacks,” he said. “The emotional impact alone is having a devastating effect on the people calling our helpline every day.”
Brook-Carter said the training would teach retail staff “how to safely de-escalate these situations and prioritise their mental health and recovery”.
He added that Retail Trust research found that when retail workers get such support from their employer they are 60% less likely to quit. It shows, he said, “that staff better prepared to deal with the threat of abuse also feel much safer and happier at work”.
The charity has also distributed hundreds of wellbeing activity kits to workplaces and expanded its online resources. Some employers are incentivising participation with light-hearted perks, including prize draws for team activities and workplace visits from an ice cream cart.
From Abuse to Burnout: A System Under Pressure
The Retail Trust’s most recent Retail People Index, produced in collaboration with consulting firm AlixPartners, shows wellbeing among retail staff hit an 18-month low at the end of 2024, driven by stress, sickness presenteeism and the toll of repeated confrontations.
Retailer feedback collected by the Trust paints a bleak picture. Nearly one in three employees faces abuse every week, and 39% are actively considering leaving the industry due to violence. One participant, Anita Thorpe of Brixton Wholefoods, described the training as “eye-opening and reassuring”, giving her team confidence and practical tools.
The abuse is not limited to major cities or chain stores. Smaller outlets, delivery drivers and lone workers are equally at risk. The growing trend of shoplifting and antisocial behaviour is affecting customer-facing roles across the sector.
Legal Action Still Catching Up
While some employers are stepping up, calls for stronger legal protections continue. In April, the government announced a standalone offence for assaulting a retail worker would be included in the upcoming Crime and Policing Bill. The offence could carry a six-month prison sentence and unlimited fine, but many in the sector believe more consistent enforcement is needed.
Critics argue that a 2014 policy change, which downgraded thefts under £200 to summary offences, effectively decriminalised shoplifting for low-level repeat offenders, leaving workers exposed. Some retailers, including Greggs, have resorted to locking fridges and increasing surveillance in a bid to deter theft, all of which add to the pressure on staff.
What the Training Covers
The three free Retail Trust sessions, each just 25 minutes long, are aimed at busy frontline workers and focus on realistic scenarios and coping strategies. They include:
- 24 June: Not Just Part of the Job – A look at abuse patterns, why they happen and how to recognise escalating behaviour.
- 25 June: How to Manage Challenging Situations – Practical tools for de-escalation and conflict resolution.
- 26 June: Recovery – Guidance on mental recovery and wellbeing after experiencing aggression or threats.
Employers can register their staff online, and the sessions will be accessible on-demand until 30 June.