Customer expectations are rising… and so are the threats to retailers.
Between 2022-2023, 475,000 incidents of abuse and violence towards retail staff were recorded. It represents a clear indication of the kind of situation retail employees must endure in their day-to-day jobs. This comes at the same time when High Street businesses are experiencing a 57% increase in the number of cyber security attacks, showing how the scope of threats stretch to both the physical and digital spaces.
Security is now a high priority on the list of retail executives for 2024, who must take appropriate measures to safeguard employees and implement a more well-rounded approach to cyber security. It all comes down to detecting threats early enough to contain them without risking the wellbeing of staff or precious customer data in the case of a breach. The path to proactive security requires a robust network to support this journey; one that results in a more secure, safer retail environment.
Moving from Reactive to Proactive Security
As the attack landscape in both the online and offline realms continues to expand, it’s integral that security-conscious leaders take the necessary steps to adopt a security strategy that safeguards their interests. When thinking what kind of strategy is needed to achieve this, the best way forward is through moving away from a reactive approach to one that’s proactive. But what are the differences between the two?
To put it simply, reactive security involves acting after an incident has occurred, while proactive means anticipating and mitigating risks before they happen. Rather than sitting back and waiting for action to be taken, preparations can be made to identify potential risks and address them before they escalate. While reactive measures are needed to counteract dangerous incidents as they happen, it’s better to anticipate and rectify them to respond more effectively in real-time. This anticipation is vital in minimising retail shrink and, above all, creating a secure place for employees.
The same goes for the cyber security front as well. A reactive approach involves implementing measures that create a stronger barrier against external threats and then tracking down any kind of intruder that breaches the network. They’re critical when dealing with known threats, but against a more sophisticated, real-time cyberattack, they aren’t as effective. A proactive approach to cyber security involves identifying potential weak spots and addressing them before they’re exploited. Acting sooner rather than later ensures business operations can remain functional and precious points of data stay secure.
Of the 3000 cyberattack incidents reported to the Information Commissioner’s Office (ICO) in 2023, 18% of them came from retailers. It’s a clear sign of how much pressure these businesses are under to build on their cyber security strategy, while also perfecting their in-store security as well. 87% of retail employees were subject to verbal abuse in 2023, and more must be done to contain these incidents before they become more serious and potentially violent. With a proactive approach, High Street brands can start to see a real difference in how these incidents play out.
Cameras: Detect and Deter
The presence of cameras in retail environments is nothing new. From the traditional dome cameras found on ceilings to the ones installed on self-service terminals, there’s certainly no shortage of them. A CCTV system can observe all areas of the store, keeping track of all goings on across each aisle and entrance. While their mere presence may invoke feelings of intrusion among consumers, they are vital when looking to maintain a decent level of security.
Security cameras and the technology that powers them has become more sophisticated over the last few decades. Facial recognition, for example, can be utilised to identify previous shoplifting offenders via a database, and subsequently alert store staff when they enter the premises. By giving employees this early warning, the appropriate level of action can be taken depending on the context of their previous offences. With numerous retailers already opting into Project Pegasus and the closer collaboration with law enforcement, facial recognition technology is clearly a key part of the shift to proactive security.
Cameras can also be equipped with number plate recognition technology, taking a leaf out of the multitude of cameras found on the nation’s roads to identify offenders based on their vehicle registration. These kinds of cameras can keep a dutiful watch over car parks and petrol station forecourts in case any vehicles connected with a past crime return. Between July and September 2023, nearly 40,000 incidents of drivers leaving without paying for their fuel were reported, providing further incentive to be more vigilant across the entire retail estate.
Once again, an early warning for staff about these returning offenders means the necessary steps can be taken to protect the bottom line and, above all, their own safety in case of escalation.
Of course, the main strength of security cameras is their ability to deter. While traditionally placed security cameras haven’t deterred such nefarious individuals in the past, a wider roll out of body worn cameras among retail staff provides another route to detect any kind of unsolicited behaviour. When equipped with these cameras, incidents of abuse decrease by 47% and give employees more confidence to fulfil their duties without the underlying possibility of facing abuse and violence.
That psychological impact that cameras can have a crucial part of formulating a more proactive way to address security concerns. Indeed, that deterring factor from cameras can also stop incidents of staff theft, which account for 40% of retail theft, as they know that they’ll be caught on camera after they do the deed. There can be no doubt – it’s important to be proactive towards ill-meaning customers and staff.
Cameras alone can’t solely protect stores from criminal activity, even if their powers of deterrence are strong. Advanced recognition techniques guarantees that any kind of potential situation can be identified early enough to guarantee an appropriate response that maintains a safe shopping environment. As cameras deter and detect, retail leaders can also implement greater control over who has access to certain parts of the store layout.
Access Control: Restrict and Retain
For any business, it’s important that sensitive areas that are strictly for employees only are just that – for employees only. Access control provides an edge on how retail leaders can manage entry, transitioning away from the traditional ‘lock and key’ system that is now seemingly obsolete in the face of technology. High employee turnover in the retail sector, which is measured at 57.3%, means a key-based system can’t keep up with this kind of change.
Add in the potential for these keys to be stolen, copied, or even just lost, and now there’s something else to think about when securing the premises.
By incorporating technology including key cards, PIN pads, and even biometrics, a more comprehensive and robust loss prevention strategy can start to be built. Restricting consumer access to data-sensitive zones, stock rooms, or even staff changing areas, means that the risk of theft and any other compromising activity can be minimised.
The same goes for employees, with only authorised personnel having access to cash handling areas, which again nullifies the risk of theft, but this time from an internal standpoint. That functionality can also extend to certain times of the day, or even to suppliers and delivery teams, to make sure employees only go to the areas they must be in.
Access control systems can also be integrated with existing technology, particularly security cameras. Video surveillance can act as a ‘gatekeeper’ for sensitive areas, producing a timestamp of when someone is entering or leaving a certain part of the store. This kind of connection would need to be set up effectively, or else brands run the risk of false alarms and causing both consumers and employees to panic due to an ongoing situation.
Nevertheless, having that kind of log readily available can give law enforcement and other security personnel the means to prosecute any perpetrators in case of any legitimate crime. If these cameras are also equipped with number plate recognition technology, then access control can extend to the external portions of a retail environment and provide added security behind the scenes.
Once again, it’s the power of deterrence that makes access control an integral part of any proactive security strategy. It provides 24/7 control over the retail premises, which can certainly be achieved when access control is cloud-based and can be operated remotely. The cloud computing in retail market is valued at $47 billion, showing its current popularity and clear place in the modern-day retail environment. By integrating access control systems into the security strategy, potential thieves will be unwilling to run the risk of attempting to commit any kind of crime due to immediate and serious consequences.
Access control systems do exactly what they’re designed to do – control access. Inventory is protected, which is essential when improving loss prevention strategies, thanks to a system designed to both restrict access to only those with the right credentials and deter any kind of criminal activities. Again, it all adds to the overall proactive security presence that’s crucial in protecting retail stores, especially in cash-sensitive areas and inventory storage. With the ever-present alarm system also in place, proactive retail security is at hand.
Alarm Systems: Notify and Nullify
Even with so much technological change and innovation occurring in the retail space, it remains fundamental for retail stores to have frontline security in the form of an alarm system. Once any kind of unwanted entry is detected, no matter the time of day, an immediate alert can be sent out to notify employees and security personnel that such an event has taken place. Swift action can be taken, intruders can be apprehended, and assets can be protected – it’s as simple as that!
Thanks to the Internet of Things (IoT), alarm systems can become more sophisticated. By integrating advanced features, including motion sensors and glass break detectors, various components can be brought together and create a more proactive and encompassing security system for retail environments. IoT provides a real-time view over their store, ensuring that they can take immediate action when any kind of breach is detected that ultimately minimises loss.
Staying on the IoT trend, retailers can also look toward electronic article surveillance (EAS) as another way to protect stores. EAS tags can be attached to inventory items, which can be deactivated when passed through the point of sale (POS) terminal. Antennas, which are located at store exits, will be triggered if a live tag is detected. EAS systems can run on radio frequency or acousto-magnetic technology, with fields being created around exits that detect when a live tag or label is passing by.
False alarms can still occur and disrupt customer’s shopping experiences, but through regular testing and proper instalment, these occurrences can be avoided.
Even the simplest burglar alarm can provide 24/7 security, always ready to react and respond if activated. Constant vigilance guarantees an added level of security, providing much needed peace of mind and a frontline defence against attempted theft. Again, these alarms can notify the right personnel, whether store leaders or the security teams themselves, and ensure the threat is nullified before any serious loss, or further damage, is sustained.
We’ve said it once, and we’ll say it again – proactive security is all about deterrence. Knowing that alarm systems are active and ready to be triggered can stop potential thieves from acting. With alarm systems connected to cameras, and EAS technology being utilised, there are clear signs that steps have been taken to improve security capabilities and ensure a safer shopping environment. Once again, proactive security proves pivotal in the bottom line and the overall safety for employees in case confronting shoplifters escalates.
Alarm systems are always the first line of defence for retail stores outside of the normal hours of operation. It’s imperative that they remain active and provide full coverage of the retail premises, as it plays a vital role in the proactive security strategy that High Street businesses should seek to create. That proactivity can also be found away from the physical space, as retail leaders also look at making sure their digital assets remain secure and away from the hands of any kind of external threat.
Cyber Security: Protect and Prevent
Digital transformation is now commonplace across the retail industry, taking root in stores themselves and online. As IoT devices revolutionise the physical consumer experience, ecommerce continues to rise in popularity, making up 30% of the total retail market. That rising popularity brings with it an increased digital threat landscape – one that threatens to grind operations to a halt and cause businesses to lose more than just profit. Reputation and customer loyalty is also at stake.
Reactive measures, including firewalls and spam filters, are extremely beneficial when responding to immediate threats and reducing the potential damage they can cause. With proactive threat hunting, cyber security teams can look for signs of any kind of suspicious activity across the entire network, identifying potential risks that can be addressed before a breach occurs. Monitoring endpoints as well, especially in an expansive digital network, also provides a greater chance of pre-emptively anticipating any kind of cyberattack.
Encryption and multi-factor authentication (MFA) are both essential tools when looking for an added level of security for sensitive data. In a way, it’s like having an access control system for your online activities. Encrypted data can only be accessed by individuals with the correct decryption key, meaning any data that is leaked during a breached is useless to perpetrators without that key.
MFA verifies an employee’s identity beyond the typical username and password method through a one-time passcode, prompted by a push notification on another device to eliminate the risk of malware via SMS. Biometrics, such as fingerprint recognition or face scanning, takes MFA to a new level by incorporating this kind of technology into the recognition process. What matters is that identities are verified, data is protected, and no breaches occur.
Perhaps the most effective and impactful way to administer a proactive approach to cyber security is through awareness and training. As cyber threats become more sophisticated, such as ones that use generative AI, employees must be ready to identify phishing attacks, e-skimming, and other potential avenues of attack swiftly and confidently. 39% of CISOs are already planning to train their teams to understand security threats that originate from generative AI, indicating how proactive security measures like these are becoming the norm.
By withholding this transition towards proactive cyber security, businesses run the very real and devastating risk of experiencing breaches, having sensitive data compromised, and having daily operations disrupted.
Retailers can’t diminish or simply forget about the importance of a complete cyber security strategy; one that detects threats early and alerts teams that the network is at risk. By acting sooner rather than later, the organisation will be better off for it. Proactivity within the cyber security element is essential, and through careful planning and effective execution, those threats will be addressed in good time. However, there is one final factor to consider in the implementation of a proactive security strategy, and that’s how to support it.
The Network: Robust and Required
On the high street, customer is most definitely king, but so is connectivity. A greater reliance on cutting-edge digital innovations means that, to maintain proactive security, the network supporting it must be robust and always operating at peak performance. An unreliable network is subject to downtime, leading to technological failure that impacts all aspects of an organisation’s estate. If the network is down, that means security systems are offline and unable to deal with threats immediately. Proactive security becomes impossible.
By working with a reputable managed service provider like Gamma, any High Street business can benefit from a network that’s monitored by a team of experts dedicated to delivering the best service possible. With the network in good hands, retail leaders can focus on enacting proactive security protocol, as well as building the foundations towards re-imaging business communications. Both physical and digital can be identified before they escalate further, which helps give High Street businesses the means to maintain a safe and secure shopping environment.
When it comes to transforming network capabilities, it’s always better to be proactive than reactive.