Alongside the NHS, retail workers are the lifeblood of the UK right now. Retail Week speaks to those on the front line who are going above and beyond to serve the nation.

During these unprecedented times, retail workers have contributed enormously to help keep the nation fed and with access to essentials such as medicine.

There have been tales of Herculean efforts from people on the front line. Here are just a few of them.

Jeremy Tregenna, store manager, Iceland

Store manager Jeremy Tregenna, known as Jez, is a local celebrity in Cannock, where he manages Iceland’s store.

Jeremy Iceland

He appeared on local radio station BBC WM three times in as many days last month to talk about what his shop is doing to serve local residents during these difficult times.

Tregenna, who joined Iceland at 18 and has spent 29 years with the frozen food specialist, introduced dedicated shopping hours for older people in his store after hearing a discussion on the radio station about their struggles while shopping for groceries.

His Cannock store was one of the first in Iceland’s network to introduce the shopping hour, a practice that has now been adopted company-wide and replicated by other grocers.

Tregenna was a guest on BBC WM’s morning show to talk about the changes and was called by the show’s host the next day to advise a 93-year-old local woman called Doreen who was struggling to get food for herself and her disabled son.

Touched by her story, Tregenna put together a hamper of more than £100 worth of groceries, which was delivered to Doreen by Iceland staff.

Overwhelmed by his actions, Doreen asked for Tregenna to appear on the show for a third time so she could thank him.

While the nation and his local community tackles coronavirus, Tregenna says his store and its staff have been swamped.

“Our delivery service also means that we’re busier than ever. We’ve hired extra staff for picking and packing in the mornings. This has also meant that many workers are doing multiple shifts – coming in early in the morning to pick and pack deliveries, as well as their usual shifts.”

Tregenna has turned to social media during these troubling times to support staff and his local community. His store team use a Facebook group to share positive stories about colleagues and keep in touch with those who are self-isolating.

He is also a member of the Cannock Chase Coronavirus Support Network – a Facebook group with over 10,000 members – where he regularly posts updates on stores opening times, stock levels of essential food items and delivery slot availability.

CaRe20 logo

Support CaRe20 today to help the UK’s shop workers during the Covid-19 pandemic

Retail staff are helping the nation get through the coronavirus crisis but unfortunately, some workers in the sector are experiencing immense difficulty right now.

According to the BRC, 150,000 retail workers have already lost their jobs this year as a result of the pandemic. Many others are being put on unpaid leave or self-isolating themselves or with their families, unable to work.

RWRC – the home of Retail Week and World Retail Congress – has joined forces with retailTRUST and the BRC to launch CaRe20 – Caring for Retail during Covid-19– which aims to raise £10m to provide financial, emotional, physical and vocational support to workers who may be ineligible for government support during the health emergency.

Retailers can help fund the appeal by contacting Claire Greenwood. Individuals can donate to the CaRe20 appeal on JustGiving.

How retailers treat their workers during this pandemic will define their brand for decades to come – join with RWRC, retailTRUST and the BRC to provide much-needed aid and assistance to the industry.

James Beardwell, trolley collector, Sainsbury’s

Since his appearance on Channel 4 show The Undateables, Sainsbury’s trolley collector James Beardwell, who has autism, has become a social media star thanks to his positive attitude. He posts daily updates about his life, work and feelings on his Twitter account – @undateables_jb – and has been documenting his experience at Sainsbury’s during these unprecedented times.

James Beardwell crop

“It has been quite challenging,” he says, “but all I can do is remain calm and stay focused, and help customers in a professional manner while I work with the trolleys. I’m also making sure I am sticking to the social distancing of keeping two metres apart.”

James also recently posted on his Twitter feed that he was happy to be able to wear a mask and gloves while completing his work to “keep myself extra safe and protected”.

Much like his social persona, Beardwell brings his positivity into his working life, which customers have valued over the past few weeks.

“Customers have been fantastic to me and say I am doing a fantastic job. It brought a tear to my eye because it was so heartwarming and overwhelming when they give me praise for working well in these difficult times,” he says.

James often calls for his Twitter audience to “stand together” and signs many tweets off with “things will get better very soon”.

Emma Hodnett, store manager, Boots

Emma Hodnett_Boots

Boots store manager Emma Hodnett, from Prestatyn in North Wales, says her working life has changed beyond recognition over the past month, but she is determined to give her customers what they need during the crisis.

“Our customers are dealing with huge worries and anxiety, so it has never been more important to truly take the time to understand their individual needs,” she says. “Customers have to be able to get what they need, but now more than ever they need to feel safe and cared for, too.”

Hodnett, who has spent seven years at Boots, has gone beyond the call of duty to do just that. She has personally delivered prescriptions to elderly and vulnerable patients who cannot make it into the store after her long shift at work is over.

“I try my best to make people feel cared for. It’s the little things that can make a big difference to someone’s day. I would never leave someone without medication,” she says.

Medication aside, Hodnett has also just given customers someone to talk to in this difficult time. “One patient I spoke to was so nervous and anxious, so I took her a bunch of flowers with her prescription to cheer her up,” she says.

“I think it’s really important to remember social distancing does not mean we cannot communicate. I noticed a customer looked upset and, when I checked to see if she was okay, she opened up and told me about her terminally ill husband. She really needed to talk, so I decided to use my lunch break to get her grocery shopping. We talked at a safe distance and I gave her my number.

“This customer needed her prescription and food shopping, but what she needed most was a friend and an ear to listen.”

Stephen Forrest-Hawkins, transport first line manager, Waitrose

Stephen Forrest-Hawkins has worked for Waitrose for eight years and manages a team of delivery drivers who ensure that stores are fully stocked.

Stephen Hawkins Waitrose

As supermarkets across the country struggle to combat stockpiling, this has been a challenging time, but Forrest-Hawkins insists that his working life has not changed too much. Instead of making working hours longer, Waitrose has focused on trying to make its distribution centres more efficient.

“Over the last few weeks, demand for food has increased dramatically, which means we are busier than our Christmas period, but we continue to work together to keep food moving through our supply chain and get it out to our shops.

“We are all working incredibly hard to make sure we are meeting the needs of our branches and servicing them as best we possibly can.”

Forrest-Hawkins and his team at Waitrose have also tried to help the local community during the coronavirus crisis. Last week, his Bracknell warehouse team donated 70 bags of fresh fruit, vegetables and essential items to local care homes.

“Two of our partners delivered the bags and received lovely feedback from the homes. This is what really matters in times like this,” says Forrest-Hawkins. 

“Knowing that the work we do is really helping the whole country right now is a great feeling. It’s also such a morale boost when we are able to support our local community too.”