Shoppers at major retailers such as Bunnings, Coles and Woolworths are under constant surveillance, but an expert has warned there is nothing better than human intervention and training when it comes to shoplifting. · Delivered
In the fight against increasing shopliftingwant Australia’s major retailers ColesKmart, Woolworths And Bunnings are investing millions in high-tech solutions such as AI-powered CCTV and advanced trolley locks. But in their haste embrace technology And outsource the problemthey forget the most powerful security tool: well-trained staff.
The attraction of technological solutions is clear. They are predictable, scalable and do not call in sick.
Install enough camerasso the thinking goes, and you have created an impenetrable shield against theft.
Yet the reality on the ground tells a different story. For example, trolley locks haven’t stopped determined thieves; they have only pushed them toward more aggressive grab-and-run tactics.
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The solution is the ‘three-pillar approach’: hardware (physical security measures), software (processes and procedures) and ‘wetware’ – the human element.
What makes human observation so powerful? The signs of possible theft are subtle but distinctive.
The data tells us this before shoplifting incidents: arm movements decrease by 12 to 15 percent, blinks increase, and gait and pace change.
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Confronting footage from Bunnings and Kmart shows the abuse store employees face when a security expert warns of an incoming spike in theft. · Delivered
While many businesses are trying to tackle shoplifting, Scott Taylor believes staffing is a key factor in stopping the problem. (Source: Woolworths/LinkedIn)
The way people scan their environment is also changing. They don’t look at the products; they are people-oriented.
Their chin is tilted to see cameras, and they look over their shoulder to see who is looking at them.
If a confrontation seems likely, be alert for pre-aggressive cues, including weight shifts, jaw clenching, and changes in positioning to a sideways stance.
Even the most advanced AI systems often miss this nuanced behavior.
The patterns are even more specific to organized theft rings. Groups often split up, with one member acting as a spotter while others focus on high-value aisles containing items such as vitamins or small electronics.
Individual thieves stealing for personal use show different patterns, often focusing on confectionery and alcohol departments.
The real challenge lies in safe intervention.
With aggression and violence on the rise in retail, staff need training in de-escalation techniques and conflict management.
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Employers have a legal and moral obligation to provide both physically and mentally safe workplaces.
In retail, where confronting shoplifters and dealing with angry customers are part of the daily landscape, this means equipping staff with the skills to handle these situations safely and effectively.
The way forward is not about choosing between technology and training, but about finding the right balance.
Some of Australia’s biggest companies have introduced things like smart gates and trolley wheels that lock if someone hasn’t paid for their stuff. (Source: Woolworths/7News)
Security cameras and anti-theft devices have their place, but they should complement, not replace, human judgment and intervention.
Technology can collect information, but it takes trained human observers to convert it into actionable information.
Scott Taylor is the founder and CEO of Praesidium risk and resiliencethat trains global companies in behavioral analysis and leadership. He has worked with leading behavioral experts, including former FBI Behavioral Unit personnel. He specializes in body language, facial micro-expressions, deception detection, influential behavior and analysis of statements and words.
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