That is a really odd email. 'I don't know how much you have read....'. That doesn't read like a considered opinion from the RA, that reads like someone choosing to write that off their own bat.
Because there have been countless emails, tweets, newpaper articles etc.
Any reply needs to say
'The RA understand that there is a spectrum of views on this.
[This is what we think]
[This is what happened]
[This is our carefully nuanced viewpoint about how this does not imply that Jess's view, which is reasonable and which is held by many reasonable people, is hateful but why we think we are justified]
But the whole things seems odd. Because unless the person who runs the shop (or the commissioning for the shop, or whatever) also runs the social media, this is two people at least who have made this decision.
And while the social media person may be clueless, SURELY anyone stocking the shop would know that some artists are controversial?
I mean, what on earth happened?