BRC: technology investment pays off as progress made on tacking retail crime but job far from done

Violence and abuse against retail workers fell by a fifth from 2,000 incidents per day in 2023/4 to 1,600 last year, according to a new report from the BRC. 

The report, sponsored by Sensormatic Solutions, suggests this improvement reflects years of heavy investment by retailers, an improved police response - with 13% of retailers rating the police response as good, or excellent, up from just 9% in last year’s report – as well as closer collaboration between retailers, police, and government.

Retailers have stumped up over £5 billion in the last five years on improved security measures, from CCTV, to security staff, to improved data collection.

While this is welcome progress, levels of retail crime remain unacceptably high. At 1,600 per day, incidents of violence and abuse is still the second highest on record and far beyond the 455 incidents per day pre-pandemic (2019/20). Of particular concern, incidents involving physical violence remained largely unchanged from last year, at 118 per day, and there were on average 36 incidents per day involving a weapon.

Theft also remains a significant challenge for retailers. There were 5.5 million detected incidents of shoplifting last year, costing retailers nearly £400 million, but with many incidents going undetected, the true cost is likely to be much higher. Organised criminal gangs are increasingly targeting high value, easily resold goods, exploiting the lack of consequences from law enforcement. For the first time, the report also looks at the issue of delivery parcel theft, which cost retailers more than £100 million last year.

The government has previously announced measures aimed at tackling retail crime. The Crime and Policing Bill will pass into law soon and retailers hope it will play a vital role in granting additional legal protections for retail workers and bringing down levels of theft.

The bill will introduce a standalone offence for assaulting a retail worker, which will increase sentencing and provide a stronger deterrent as well as improve the visibility of violence against retail workers so that police can allocate necessary resources.

It will also remove the £200 threshold for ‘low level’ theft. The bill should apply to all people working in customer facing roles, as is the case in Scotland. The BRC is calling on the government to ensure that the final act ensures the extension of protections to delivery drivers.

Helen Dickinson, Chief Executive of the British Retail Consortium, says: “This drop in violence and abuse has been hard won, but the job is far from done as numbers of incidents remain almost four times pre pandemic levels. Violence remains endemic. No one should go to work fearing for their safety, and we must redouble our efforts to bring these numbers much further down once and for all.”

“Theft remains a huge issue, with an increasingly concerning link to organised criminal gangs, who continue to systematically target one store after another, stealing tens of thousands of pounds worth of goods in one go.”

“Retailers, the police and government must continue to work together, building on the great work done so far, focusing on consistent enforcement, better data and intelligence sharing, and targeted action against prolific offenders and organised gangs.”

“The £7 million investment announced in the policing White Paper is another welcome signal of government’s commitment to tackling organised retail crime. However, turning this into real impact requires sustained prioritisation and dedicated resourcing from police. For the sake of the three million hardworking people in retail, this work must not stop.”

Joanne Thomas, General Secretary of Usdaw, says: “The drop in violence and abuse is welcome news, but both Usdaw and BRC data shows that retail workers continue to face unacceptable levels of violence and abuse simply as a result of going to work.”

The 5.5 million incidents of shop theft are in no way a victimless crime, with Usdaw evidence showing that two-thirds of attacks on retail staff being triggered by theft or armed robbery. Having to deal with repeated and persistent offences can cause issues beyond the theft itself, like anxiety, fear and physical harm to retail workers.”

“We have campaigned, along with many retail employers, for substantial legislative measures to combat this growing problem and we are pleased that the government has introduced the Crime and Policing Bill which includes a much needed protection of retail workers’ law. This bill sends a clear message that the era of criminals acting with impunity is over.”

Chris Brook-Carter, Chief Executive at Retail Trust, says :“We hear from people every day who are so stressed and anxious that they're afraid to go into work and are thinking of leaving their jobs. While any fall in violence and abuse is welcome, there are clearly still far too many retail workers being shouted at, threatened, and attacked.” 

“We must turn this hard won progress into long lasting change. The government and the police are treating this problem more seriously than ever before and more retailers are also working with the Retail Trust to protect their people and support anyone affected by abuse. The entire retail industry now need to step up and get behind these efforts if we’re to stand any chance of restoring respect to our high streets once and for all.”

Sean Lee, Regional Vice President and General Manager EMEA, Sensormatic Solutions, says: “The reduction in levels of violence and abuse are a clear signal that coordinated efforts - across technology, strategy, and collaboration - are starting to make a difference.” 

“Technology is one of the most important tools we have to tackle retail crime, and the increased investment in this area looks to be paying off. Retailers are redesigning their loss prevention strategies, integrating connected technologies such as enhanced electronic article surveillance, video analytics, intelligent store‑monitoring platforms, and advanced reporting. The foundations for a more resilient retail environment are now firmly in place.”

“Yet more must be done to protect our retail staff. By working together, and supported by intelligent technology, we can continue to build safer stores and a stronger future for retail.”

2026 RTIH Innovation Awards

Retail security will be a key focus area at the 2026 RTIH Innovation Awards.

The awards will open for entries in April. They celebrate global retail technology innovation in a fast moving omnichannel world.

Our winners will be revealed at the 2026 RTIH Innovation Awards Ceremony, taking place at The HAC in Central London on Thursday, 15th October.

Check out our 2025 winners here.

Our 2025 hall of fame entrants were revealed during a sold out event which took place at The HAC on 16th October and consisted of a drinks reception, three course meal, and awards ceremony presided over by award winning comedian, actress and writer Tiff Stevenson.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “This is the awards’ fifth year as a physical event. We started off with just 30 people at the South Place Hotel not far from here, then moved to London Bridge Hotel, then The Barbican, and last year RIBA’s HQ in the West End.”

“But I’m conscious of the fact that, to quote the legend that is Taylor Swift, You’re only as hot as your last hit, baby. So, this year we’ve moved to our biggest venue yet, and also pulled in our largest number of entries to date and broken attendance records.”

He added: “This year’s submissions have without doubt been our best yet. To quote one of the judges: The examples of innovative developments across both traditional and digital retail spaces were truly remarkable.”

Congratulations to our winners, and a big thank you to our sponsors, judging panel, the legend that is Tiff Stevenson, and all those who attended our 2025 gathering.