Retail’s new line of defence – Here's how smarter tools are helping protect teams against rising crime

Retail crime is rising at an alarming rate. There were almost 492,000 theft incidents in England and Wales in the 12 months to September last year, the highest figure since recording practices began back in 2003. And the BRC believes this figure to be grossly underestimated, since it only considers the incidents recorded by the police.

Criminals are more brazenly committing shoplifting acts with little fear of the consequences. Increasingly, they are working in groups, using distraction techniques to divert the attention of colleagues on the shop-floor before carrying out offences.

As the situation intensifies, retailers are assessing how they protect their workers and stores. Security tags and CCTV in isolation no longer suffice - today’s shop floor colleagues must be equipped with tools that are as agile and connected as the threats they face. That means investing in smarter, real-time technologies that support teams, improve incident response and help prevent crime before it escalates.

Protecting colleagues with technology

For retail colleagues, crime prevention has become a part of their daily work - and remaining vigilant against the shoplifting threat isn’t just time-consuming but leads to a sense of feeling unsafe. Leaving this issue unaddressed will likely lead to workers quitting the industry to protect their well-being. Continued reputational damage to the sector is also going to make it harder for retailers to hire and retain colleagues, creating delays in hiring when turnover occurs. 

Proactive intervention is a necessity to stem the tide. Larger retailers have already incorporated security solutions, such as CCTV and security staff, into their operations to catch shoplifters in the act. Some have gone even further by bringing AI into the mix.

Recently, Asda initiated a trial of live facial recognition technology across five stores in Greater Manchester. This is incorporated directly into the CCTV framework, scanning people’s faces and checking them against a database of people who have previously committed crimes in the retailer’s stores.

But it’s also important to empower colleagues by equipping them with the right tools. With a number of different solutions connected to one central ecosystem, teams can gain confidence in their day-to-day tasks and when a difficult situation arises.

Clear and efficient communication among staff

On a busy retail floor, a team member might notice a customer lingering near a high-value item. If that colleague is equipped with communication technology, they can privately and discreetly alert colleagues or security teams without drawing attention to the situation. Other team members can then promptly request backup from loss prevention personnel to intervene.

 Even the presence of a headset on a colleague can serve as a deterrent, with potential shoplifters more likely to abandon their plans if they notice teams that are coordinated and remaining watchful. And integration with other smart technologies can further enhance the feeling of safety and preparedness.

Smart cameras can send alerts straight to a retailer’s security team if suspicious activity is spotted. Unusual depletion of a particular item on a smart shelf can also be automatically flagged to a team member via their communication technology device.

 Training staff effectively

 Voice communication technology in the hands of every colleague is a strong starting point for counteracting the threat posed by shoplifters, but they need to be trained effectively to make the best use of it.

Practical, on-the-job training ensures that colleagues know exactly what is expected of them should they witness a theft or even become involved directly with a customer who is committing the crime. Early investment in training for new hires can also show a retailer’s commitment to prioritising colleague safety and wellbeing, which will make the sector more attractive to job seekers.

UK retailer Iceland has provided colleagues with headset technology in each of its 1,004 stores across the shop floor, back areas and home delivery services, representing a significant step forward in enhancing the efficiency, communication and safety of teams.

Being connected at all times has allowed colleagues to feel safer, while the visual presence of headsets has acted as a powerful deterrent against theft and stock loss. Use of a full suite of custom-developed video content has been deployed to teams to train them on how to best make use of the new solution. 

Addressing safety and well-being concerns among colleagues

The rapid rise in retail crime has become a growing concern for the safety and well-being of the people working on the shop floor. As shoplifting tactics become more organised and aggressive, retail teams are left bearing the brunt of an issue that is showing no signs of slowing down. Addressing the crisis requires a proactive approach by equipping colleagues with the right technology, ensuring clear lines of communication and providing practical, consistent training.

When teams feel supported and protected, they feel more confident in handling incidents, and crucially, they’re also more likely to be happy at work and stay in the industry. The future of retail security relies on giving colleagues the tools and knowledge to act quickly and decisively, while creating a working environment where they feel genuinely safe.

About the author: Olivia Robinson is Head of EU and UK at VoCoVo.