Steven Moore recently contributed to Retail Times, exploring how the convergence of people, technology, and intelligence is reshaping retail security. His article examines the evolving risk landscape and highlights innovative strategies that not only strengthen protection but also reduce shrink. By leveraging human expertise alongside advanced systems, Moore outlines practical approaches to safeguard assets and maintain profitability in a rapidly changing environment.
Steven Moore
Managing Director – Security, OCS UK
Retail crime in the UK continues to rise at a pace that traditional security models struggle to manage. The British Retail Consortium reports more than 20 million theft incidents in 2023/24, equal to around 55,000 incidents every day. Losses have reached £2.2 billion, and abuse towards shopworkers has climbed to more than 2,000 incidents daily. These numbers show that the old security playbook needs to change.
A Model Under Strain
For many years, guarding has centred on low-cost labour and static CCTV. This approach cannot keep up with organised, fast-moving offenders who target high-value items and exploit friction-light checkout journeys. While measures such as the Retail Crime Action Plan are positive, legislation alone does not resolve the operational challenge. Incidents happen quickly, often around self-checkout where supervision is limited and processes are easy to misuse.
Self-Checkout as a High Risk Process
Self-checkout has reshaped convenience for customers, yet it has also become a focal point for shrink. Losses can be several times higher than staffed lanes. Partial-shrink, where some items are scanned and others are not, is increasingly common. Research suggests self-scan may account for up to a quarter of total loss in supermarkets and even more for mobile scan-and-pay.
Removing self-checkout is not the answer. Customers expect speed, and retailers value flexibility. Instead, self-checkout needs to be treated as a high-risk activity supported by stronger design, closer supervision, and better insight.
Bringing People, Technology and Intelligence Together
Effective security brings colleagues, technology and intelligence into one coherent model. People remain central. A trained security officer or self-checkout supervisor can intervene early, support colleagues, and offer reassurance to customers. Their decisions help prevent conflict and reduce loss.
Technology strengthens this capability. Real-time analytics can flag missed scans or basket mismatches. E-gates, refined weight checks, and fair but unpredictable receipt checks provide precision without adding friction. These tools give colleagues the information they need to act confidently and consistently.
Intelligence ties the system together. A central operations hub can bring CCTV, alarms, and incident data into a single view. This improves situational awareness and accelerates evidence gathering, which in turn supports law enforcement and reduces repeat offending.
Making a Stronger Economic Case
In a challenging retail environment, it is natural for organisations to look for labour savings. However, reducing hours or procuring guarding at the lowest rate can weaken the ability to prevent crime. A skilled colleague, supported by analytics, can oversee multiple lanes, identify issues early, and prevent incidents before they escalate. Even small reductions in shrink can deliver significant financial value. This shifts security from being viewed solely as a cost to a function that protects revenue and strengthens resilience.
A Strategic Opportunity
Retailers face a very different threat than they did a few years ago. Offenders are more adaptable and more willing to exploit weaknesses in store operations. Frontline colleagues are also managing rising aggression while trying to maintain the customer experience.
Progress will come from rethinking the fundamentals: where people are positioned, how technology supports decision-making, and how intelligence is shared across the estate. When these elements work together, retailers can create safer environments for colleagues and customers, protect revenue, and build long-term trust.
