Self-service checkouts are prompting “good, honest people” to shoplift due to technical glitches, according to Marks & Spencer chairman Archie Norman. He warns that marauding gangs looting shelves signal to society that stores are unsafe.
Technology Breaks the Human Connection
Norman emphasizes that self-service systems must become simpler to use, as they have severed the vital human link between retailers and customers. This shift contributes to climbing shoplifting rates at unmanned tills.
Normally law-abiding shoppers encounter scanning failures with no staff available, leading them to think, “It’s not my fault, and I don’t have much time, so if I can’t get my strawberries through, I’ll just put them in my basket,” Norman explained.
Retailers need not revert to fully manned checkouts, but improving the technology is essential, he added.
Alarming Shoplifting Statistics
Recent data reveals that 70% of police investigations into shoplifting end without resolution due to insufficient evidence. In the year to December, 279,257 out of 509,566 reported crimes closed before identifying suspects, with another 77,000 shelved for lack of proof.
Home Office analysis shows 357,845 cases dropped last year over evidence shortages, while only 116,641 alleged thieves faced charges or summonses.
M&S Expands Self-Checkouts Amid Challenges
Marks & Spencer rolled out 800 additional self-service machines across its stores in 2023, aiming to save £150 million. The retailer recently urged London Mayor Sadiq Khan to prioritize effective policing after over 100 teenagers ransacked its Clapham High Street store.
Body-Worn Cameras Offer Hope
Axon, a provider of body-worn cameras for retail staff, reports a 7% drop in stock losses when cameras are used at least 80% of the time. The company plans to supply upgraded devices for sharper footage and better incident records to aid police and prosecutors.
“The data tells a clear and troubling story: shoplifting is rising, and more than half of cases still collapse because there is simply not enough usable evidence,” said Alex Lowe, UK and Ireland regional director at Axon. “Body-worn cameras close this evidence gap, helping to reduce retail crime and protect staff.”
Lucy Whing, crime policy adviser at the British Retail Consortium, noted: “Retailers have invested over £5 billion in the last five years to tackle retail crime. This includes body-worn cameras, security tags, and other innovative technologies aimed at both preventing crime and gathering crucial evidence to prosecute those that perpetrate it. Ultimately, we are all victims of retail crime, which pushes up the price of goods for honest shoppers.”
