Richard France holds a workshop to try and help the Valco staff understand customer loyalty with a series of acronyms and training exercises.

Richard France sets out to make Gavin more approachable, a two-hit strategy involving a hoodie and the removal of the manager's office door. Is this the last straw for Gavin?

Staff gather for the night shift to give the store the final once-over ahead of its reopening, but emotions run high after Julie misconstrues a conversation she heard between France and Anna, and reports back to Gavin.

France pulls out all the stops for the big reopening, booking a celebrity shopper in the form of Kelly Brook. An unimpressed Gavin, meanwhile, crosses the line.