I struggled tremendously with this topic for some time. I've had countless discussions about it with friends and I really never reached clarity with it until a friend sent me this video. Check it out as Chan lays it out pretty cut and dry:
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One of the main reasons that Chan is speaking out in this manner is most likely because of what Rob Bell has proposed in "Love Wins". Bell's premise begins with "God cannot be all powerful and all loving and not eventually save everyone". His conclusion is that God CANNOT be all loving and all powerful if he DOES NOT eventually save everyone. Another premise is along the lines of "The doctrine of an eternal Hell is not Biblical and it has been misinterpreted for the last 2,000 years by the majority". Another premise that is implied is that "No one deserves eternal punishment." Bell concludes professing that a new kind of Christianity is coming, like one that has never been seen.
I wouldn't worry about Bell so much as I would ourselves, but that's the context of Chan's video. Chan points out very well that what chance do we have in knowing the true God if we refuse to let God speak above our desires and wants whenever they conflict with Scripture. Tim Keller does a strong job of speaking to this in The Reason for God -- he says that we are prone to creating a Stepford God, like the Stepford Wives of the movie from a few years ago. He reasons, if God is supreme to us, then there must be times where we are deeply challenged by his ways.
This right here is the dangerous edge we are walking next to, not just Bell. Do you want a "revolution" more than Christ? Do we want a new "Christianity" more than Christ? Do we want to see reconciliation, healing, joy, all things made new more than we want Christ himself? Does our longing for Heaven ultimate rest in a desire to be in the presence of God? Are you worshiping the creation and not the creator Himself?
If Christ is not ultimately supreme in our affections and desires then in my personal experience, and in watching others, that's exactly when we begin to create a self-created version of Christ. That's when we begin to say things like, "Well, I don't understand this and I refuse to believe God knows what he's doing so I will either ignore it or create an opinion that is outside of Scripture".
So when I think about Hell I think less about how people don't deserve it and I think more about how I deserve it. I think about how I've earned it. And then I think about how undeserving I am of Christ's love, his rescuing me, and I am absolutely grateful. Not because of what I've done, but because of what he's done. That doesn't make me feel better about myself, it makes me feel better about him and my identity in him. This produces joy but a true joy that is overflowed from him.
I cannot begin to presume to know what God's ultimate plan is, I can only hope that He is revealed to me and I can share that with every else that comes into my life.