Retail Technology Show research: many shoppers directly impacted by cybercrime in past year

After a surge in high profile cyberattacks on major UK brands last year, over a third of consumers say they have been directly impacted by cybercrime in the past 12 months, according to research released by Retail Technology Show.

Over 1,000 shoppers were surveyed for this. In the last year, 36% had been contacted by retailers to warn their data had been compromised, rising to 53% of Gen Z.  33% of consumers were also told their personal information had been stolen, while a further 30% reported having account passwords breached.

Cyber attacks instances in the UK rose +129% over the past year, with the National Cyber Security Centre saying it handled four major incidents a week in 2025.  This included a series of significant cyber incidents at major UK retailers, including M&S, which was forced to suspend online trading for almost four months in the wake of attack, and Co-op, which later admitted data from 6.5 million members had been stolen. 

These well publicised cyberattacks - combined with personal experiences of breaches - are making consumers more aware of cyber risk; 76% view cybercrime as increasing threat to retail businesses. 

While 77% of consumers feel retailers should invest more to keep their businesses and customers safe from cybercrime, many accept there is a collective responsibility for digital vigilance. Yet 47% admit they are not always “security savvy” when shopping online, while a further 52% reuse the same passwords across accounts, increasing their exposure to cybercrime tactics like credentials stuffing.

“As the cyber threat continues to rise, consumers now see it as a case of ‘if, not when’ retailers might be hacked,” says Matt Bradley, Founder & Event Director at RTS.

“And increasingly, they accept that both retailers and shoppers have a role to play to prevent cyber incidents. The rising prevalence of cybercrime means customers are now more sympathetic to brands when hacks occur and, as we saw in the case of M&S last year, will rally to support the retailer in the aftermath - but only as long as the retailer acts quickly and with integrity."

RTS’ research showed that while 44% of shoppers said cyber incidents erode their trust in brands, 67% would remain loyal to retailers who reacted quickly to resolve the issue. A further 66% said open and honest dialogue following a cyber incident would also regain their trust.

M&S Chairman, Archie Norman, will headline at RTS and deliver a keynote in a fireside chat with Customer Whisperer, Kate Hardcastle, on the Supernova Stage (10.10am, 23rd April).  The session will explore how the power of the M&S brand saw it voted the UK’s most trusted retailer in 2025, even in spite of its cyberattack.  It will also highlight how M&S has continued to demonstrate resilience amid operational disruption and challenging external trading conditions.

“I am delighted to return to RTS and look forward to a very lively discussion about how the team are reshaping M&S and restoring momentum after a bumpy year,” Norman says.

Norman will be followed by Rob Elsey, Group Chief Digital & Information Officer at Co-op, in a session focused on overcoming cyber adversity. Speaking on the Supernova Stage (10.50am, 23rd April), Elsey will discuss how Co-op responded in the aftermath of its 2025 cyberattack and share strategies for building long-term resilience to meet the growing cyber threat head on.

Security will also be a key focus across the RTS exhibition floor, with a new Cyber & Loss Prevention Zone showcasing solutions that help retailers protect their businesses and their customers. 

2026 RTIH Innovation Awards

Cyber security will be a key focus area at the 2026 RTIH Innovation Awards.

The awards will open for entries in April. They celebrate global retail technology innovation in a fast moving omnichannel world.

Our winners will be revealed at the 2026 RTIH Innovation Awards Ceremony, taking place at The HAC in Central London on Thursday, 15th October.

Check out our 2025 winners here.

Our 2025 hall of fame entrants were revealed during a sold out event which took place at The HAC on 16th October and consisted of a drinks reception, three course meal, and awards ceremony presided over by award winning comedian, actress and writer Tiff Stevenson.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “This is the awards’ fifth year as a physical event. We started off with just 30 people at the South Place Hotel not far from here, then moved to London Bridge Hotel, then The Barbican, and last year RIBA’s HQ in the West End.”

“But I’m conscious of the fact that, to quote the legend that is Taylor Swift, You’re only as hot as your last hit, baby. So, this year we’ve moved to our biggest venue yet, and also pulled in our largest number of entries to date and broken attendance records.”

He added: “This year’s submissions have without doubt been our best yet. To quote one of the judges: The examples of innovative developments across both traditional and digital retail spaces were truly remarkable.”

Congratulations to our winners, and a big thank you to our sponsors, judging panel, the legend that is Tiff Stevenson, and all those who attended our 2025 gathering.