It's a divisive one, for sure. I've done quite a lot of work on this because the idea of eternal conscious torment never sat well with me. All around me people appeared to accept it, and I kind of pushed it away, not wanting to think on it. As I got deeper into my own relationship with God, it became more and more clear that it simply wasn't something I could equate with who God is.
I discovered that the idea of eternal hell is actually not a good biblical position, after all. It's a construct mainly developed through mediaeval times and used as a tool of oppression, in order to extort money from the masses - remember indulgences? As far from Jesus as could possibly be. Certain verses of scripture were used to back it up - they were twisted, lifted out of context, made to say something they really didn't say. Even the translation was dodgy - in most places in the Bible what we might translate as hell is actually Hades, or simply the place of the dead - as in Judeo and Hellenistic thought. There is no precedent for saying that this means eternal torment at all. The ambiguity comes when Jesus' own words have been twisted - but never once did Jesus talk of hell or Gehenna as an eternal tormenting state.
I find the construct of conditional immortality much more compelling and actually biblical too, and possibly a good one to challenge the friend with, although sadly I've found people like this often don't want to know, which seems so odd to me. The idea of a God allowing people who reject him to suffer for eternity seems so off balance with who God is. The CU position is about God giving agency to people: if they don't want to choose God then God will not force them to spend eternity with him. It's in line with free will and the nature of a God who longs for all his children to return to him but won't force them too. For me, universalism doesn't allow for this, so doesn't sit right either, and doesn't quite chime with much of the NT and Jesus' claims that those who believe him will have eternal life. (Note that John 3:16 says anyone who believes in him shall not perish, not anyone who believes in him shall not be tortured by pitchforks for ever and ever. Subtle difference
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I do think there will be judgment, and there should be. Look at the evil we do. God is ultimately just, and will not allow evil unpunished. But there's grace that overcomes judgment. And there's not an eternity sitting on clouds while billions burn all day every day.
I know the verses people will use to try and defend this idea of hell. None of them stand up, from Lazarus and the rich man through to the triippy verses in Revelation, when they're studied properly. And I'm so thankful for that.
I think sadly the idea of eternal hell has been a stumbling block and turned many away from God, and that pains me greatly. 