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Top Tips to Secure Your Retail Store

The deepening impact of the cost-of-living crisis is particularly acute in retail where crime rates are surging. Shop workers are facing daily challenges as many retailers report increases in abusive, anti social behaviour toward staff. In this post we look at this escalating issue and consider some practical security precautions retailers are adopting.

Concerns from the UK retail industry are mounting as many report notable increases in shoplifting and abusive behaviour toward staff. The 2021 Association of Convenience Stores (ACS) Crime Report  tells us how 89% of those who work in local convenience stores have experienced some form of abuse and over 1.2 million incidents were recorded over the preceding 12 months.

An overall year-on-year increase in shoplifting incidents of 20% is recorded in ONS statistics, up to March 2022, based on just 270,000 recorded crimes so far this year. But retailers dispute these statistics, highlighting how they face millions of shoplifting crimes every year.

Importantly, shoplifting is recognised as the most significant trigger of abuse or violence toward shop workers. The trade union for retail workers reports as many as 9 in 10 shop workers have suffered abuse from customers and over 1300 incidents occur every day. It`s reported that 44% of frontline shop staff have faced hostility from customers over the past 6 months and this figure has escalated from 35% recorded in February 2022.

Why Retail Crime is Increasing

Ex Merseyside police chief Andy Cooke, in his new role as chief inspector of constabulary, has stated:

“The impact of poverty, and the impact of lack of opportunity for people, does lead to an increase in crime. There’s no two ways about that,”

UK economic forecasters have warned that millions will fall into food and fuel poverty as inflation escalates. But police officers have been encouraged by the chief inspector of constabulary to use their “discretion” when deciding whether to prosecute people who steal in order to eat. But this approach has been criticised by retailers who point out that if prosecution rates for shoplifting crimes remain low (6%) and reduce further, as is predicted, the lack of law enforcement effectively legalises these impactful crimes.

The UK retail industry recognises how tough economic times bring greater risks for consumers and retailers. They note how the trending rise in shoplifting has been sparked by the widely reported cost-of-living crisis and they anticipate that, as people become increasingly desperate, more will resort to shoplifting. And since dealing with shoplifting is the primary reason shopworkers face abuse and sometimes violence it`s inevitable many will experience anti social behaviour from those they challenge.

The fact that people are now resorting to shoplifting to meet their routine needs is reflected in reports from retailers highlighting an apparent increase in first-time shoplifters, rather than the ‘usual suspects’ in their regions. Shops state that people are now stealing everyday items in contrast to the luxury items more regularly targeted by experienced shoplifters. A recent example describes a pensioner who was stopped from stealing shampoo and washing powder.

Tesco chairman John Allan said the UK was facing:

“real food poverty for the first time in a generation,”.

He pointed out how people were finding it hard to mitigate soaring energy costs and Tesco customer surveys show that inflation is the greatest cause of concern for most customers. He described how, for the first time in many years, customers were telling checkout staff to: ‘stop when you get to £40’, or whatever amount they can afford.

Employee Theft

Another challenge faced by retailers is theft committed by shop staff. It’s estimated that around 19 incidents of staff theft are reported every day in the UK with year-on-year figures declining in 2020 and 2021. COVID lockdowns, working from home, and other pandemic related measures helped reduce the overall numbers of thefts by staff over those years. But some suggest the cost-of-living crisis is likely to drive an increase as shop workers struggle to make ends meet with their existing salaries.

What Retailers are Doing

Shoplifting isn’t a victimless crime and, as noted, will sometimes escalate into abuse and violence toward shopworkers. Shop staff sometimes find themselves facing persistent, challenging shoplifting criminals and these confrontations can result in violence or the threat of violence. Experiences like these are a recognised cause of anxiety, fear and significant mental health issues for shop staff.

Over 100 retail leaders in the UK have written a joint letter to police and crime commissioners calling on them to make retail crime a priority in local policing strategies. They have raised concerns about escalating levels of violence and anti-social behaviour experienced by staff and the emotional impact this has on victims. Their communication points out the massive investment in crime prevention made by retailers in their attempts to minimise risks, estimated to be around £715 million in 2020/2021.

Earlier in 2022, after an extensive campaign, the UK Government introduced an amendment to their Police, Crime, Sentencing and Courts Act to establish tougher sentencing for assaults committed against those “providing a public service or performing a public duty”. But it`s been noted this will only have an impact if police successfully investigate and prosecute crime incidents. This is why retailers are asking for retail crime to be prioritised.

Crime prevention and security enhancements implemented by retailers have included equipping staff with body cameras. The Coop has been using this valuable tactic for some time and both Sainsburys and Tesco are now using this technique. Tesco report how this tactic has resulted in a 12% reduction in physical assaults on shop staff. The body cameras are normally turned off and only turned on if a situation is escalating. Staff are required to announce they are turning on their cameras and this is often enough to de-escalate the situation.

Some retailers are providing staff with de-escalation training and the British Retail Consortium has created a useful, freely available animation, along with a leaflet, to help retailers boost the situation management skills of their staff. 

The installation of CCTV, or the expansion of existing CCTV, is another technological tactic that’s proving to be effective in many stores. Some have even resorted to using customer control systems, developed during the pandemic, involving physical security gates at all checkouts and one way entry and exit systems.

As previously noted, people are reported to be stealing basic products rather than the luxury items normally targeted by shoplifters. Food poverty means items such as cheese, baby milk and meat are commonly targeted by people in need. This has prompted retailers to attach security tags to blocks of cheese, tubs of baby milk and legs of lamb as well as many other food and grocery items.

Top Tips to Keep Your Retail Store Safe and Secure

We’ve briefly touched on the initiatives and tactics some retailers are putting in place to reduce crime incidents in their stores and protect their staff. Here are some practical tips and recommendations that will boost security.

Think Carefully About Self Checkout

Self-service checkout systems, now a common feature in supermarkets, are a form of retail technology specifically designed to eliminate jobs and save money. But research shows how theft from stores with self-checkout systems has escalated by a massive 52%. Since these systems are fundamentally based on honesty it shouldn’t be surprising they are being exploited by people who skip scanning some items or switch barcode stickers from high value items with stickers taken from lower priced products.

Increase Use of CCTV

Security concerns are prompting many stores to either install CCTV or expand the number of cameras and screens in their existing systems. Hi tech CCTV systems in conjunction with Artificial Intelligence (AI) are being used by some retailers to thwart push-out crimes, often perpetrated by organised criminal gangs.

Push-out crimes rely on surprise and audacity. Criminals will load up a shopping trolley, often with high value goods they can potentially resell, and brazenly walk out of the store without paying. Self-locking push-out detection systems, integrated with the store’s CCTV security, can recognise these crimes and prevent their getaway by locking the shopping trolley wheels and triggering noisy alarms. This causes thieves to walk away empty handed.

Implement Shoplifting Policies, Procedures and Staff Training

Shop workers need to know what to do if they spot a shoplifter and they also need to know their employer cares about their security and well being. Clearly defined, comprehensive policies and procedures and training should provide retail staff with what they need.

All new personnel should undergo training in how to deal with shoplifting as part of their onboarding process. And resources, such as the BRC guidance in de-escalation, should be used to provide staff with the skills they need in their roles.

Optimise the Shop Layout

We’ve previously noted how some stores have resorted to using single entry, single exit one way systems, previously established during the pandemic lockdowns. And some stores are using physical barriers at the checkouts to prevent people from easily exiting without being checked.

Reviewing and possibly revising a shop layout to minimise opportunities to commit theft while improving visibility around the store is always a good idea.

Carry Out Regular Risk Assessments

Risk assessments should be regularly carried out to mitigate risks for all staff and ensure compliance with relevant legislation. It`s important to identify risks specific to staff who work alone for any aspect of their job, such as stocktaking.

Retail risk assessments should include the mental health implications of violence and abusive encounters in the workplace.

Identify and Protect At-risk Items

As noted, some supermarkets have noticed shoplifters targeting food and grocery items prompting stores to protect them with security tags.

Identifying specific products which are most likely to be targeted by thieves enables additional precautions to be put in place. This may simply involve securely locking items in a display case or relocating displays close to check outs, where they can be more effectively monitored. Or, as described, individual items might be security tagged.

Install Retail Security Mirrors

Retail security mirrors provide shop workers with a simple way to gain visibility into all areas of a store. In smaller convenience stores where there’s only one employee on duty, this is a valuable security enhancement. Convex retail security mirrors are widely relied upon in stores of all sizes.

 

Retail security mirrors can be mounted on the ceiling, in corners and directly onto walls. The convex mirror surface provides a wide angle view, enabling shop staff to effectively see around corners and monitor customers’ behaviour. Our previous blog post on retail security mirrors provides a break down of the various types used.

Post Warning Signs

Warning signage telling prospective thieves they are being watched and what the shop’s policy is for shoplifters, or anyone harassing shop staff, can be a powerful deterrent. If CCTV is being used then warning signage is essential.

Conduct Regular Stock Takes

Remaining up to date with existing stock levels is essential to detect theft and possibly identify theft patterns, such as specifically targeted products or product lines. Stock discrepancies can also be a useful indicator of internal, employee theft.

Make Staff Aware of Penalties for Theft

Making staff fully aware of the repercussions and penalties for employee theft is very important. Shopworkers need to know their job is at risk if they engage in theft and it should be ensured they are fully aware of procedures and policies.

Randomly Search Staff on Departure

A valuable technique used by some employers is to require that staff undergo random searches. Physical searches would generally be limited to their bags and pockets and might be supported by using a handheld metal detector. Simply alerting staff to the possibility they may face a random search is enough to deter most employee thefts.

 

The key challenge with random searches is ensuring they are genuinely random. Random Search Selectors are simple devices that remove the possibility of human bias in the selection process. By using these devices employers avoid being accused of victimisation or bias.

Implement Security Precautions Now

Concerns about inflation and the impact of price increases are already leading to reduced spending and hardship and the short term future is going to be tough for both consumers and retailers. Staff safety and retail security are paramount concerns for those in the industry who know the cost of living crisis will inevitably drive an increase in crime. The time to review existing security precautions and implement additional protective measures is now.

If you have any questions about retail security or if you have any special requirements remember we are here to help. Give us a call on 01273 475500 and we’ll provide you with free, expert advice.

This message was added on Thursday 1st September 2022