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 12months, according to new figures released by the Retail Technology Show (RTS).
Original research of over 1,000 shoppers by RTS revealed that in the last year 36% had been contacted by retailers to warn their data had been compromised, rising to over half (53%) of Gen Z. A third (33%) of consumers were also told their personal information had been stolen, while a further 30% reported having account passwords breached.
Cyberattacks 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 6.5million members had been stolen.
These well publicised cyberattacks – combined with personal experiences of breaches – are making consumers more aware of cyber risk; now over three quarters (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 almost half (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,” said Matt Bradley, Founder & Event Director of 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 two thirds (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 no-holds-barred keynote in a fireside chat with Customer Whisperer, Kate Hardcastle MBE, on the Supernova Stage (10.10am, 23 Apr 2026). 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 commented.
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, 23 Apr 2026), 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. Featuring new technologies from the likes of First Response, Navarra Retail Systems and Sensormatic Solutions, the dedicated Zone will highlight the latest innovations which prevent theft, reduce shrink and combat cyber risk.
To register to attend, visit: Retail Technology Show 2026.
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