Retail Staff Face Growing Threats – But Technology Offers a Lifeline
Vince and Fiona Malone, owners of Tenby Post Office and convenience shop in West Wales, describe the moment they received yet another alert on their phones. It was 8:00pm on September 24, 2023, and they were at home when the notification arrived – the third video that day showing the same two men stealing alcohol from their store.
"Our hearts sank, and we thought 'not again'," they recall. "But we were simultaneously grateful to have the video evidence at all."
The Shoplifting Epidemic Hitting Small Businesses
With criminal gangs reportedly targeting shops systematically and 5.5 million shoplifting incidents detected nationally last year, the Malones' experience reflects a broader crisis in retail security. They took over Tenby Post Office in 2015, adding a convenience shop that now employs 14 people and sells everything from food and alcohol to traditional Welsh cakes.
"We started noticing things missing from shelves as life returned to normal after Covid," they explain. "Stock checks and CCTV reviews revealed shocking patterns – alcohol and pet food were major targets."
The financial impact was devastating: approximately £26,000 lost annually to theft. For a business that's successful but not making millions, this represented a significant blow to their livelihood and family life.
Balancing Anger and Compassion
The Malones describe complex emotions about the thefts. "We felt angry because we provide a community service and these individuals were letting us down," they say. "But we also felt compassion for those driven by addiction or desperation."
They implemented basic security measures:
- Never allowing lone working – always at least two staff per shift
- Moving expensive spirits and wine behind the counter
- Increasing vigilance against distraction thefts
Yet subtler thefts continued, with teams using distraction techniques to steal while staff were occupied.
The AI Solution That Changed Everything
In May 2023, the Malones attended a technology show where they discovered x-hoppers headsets and AI cameras. The investment has transformed their business security.
The system includes:
- 29 AI cameras integrated with existing CCTV that analyze customer behavior
- Headsets that allow staff to record concerning conversations for colleague monitoring
- Automatic alerts when grab motions are detected
- Tannoy announcements triggered by potential theft incidents
"The AI immediately picks up grab motions from shelves," they explain. "It flags potential shoplifting and sends video alerts to management."
From Detection to Prosecution
The system proved its worth that September evening. After receiving the third alert about the same two men, Vince went to check on staff and, by chance, encountered the thieves leaving a supermarket with stolen alcohol.
"When police arrived, we showed them the AI footage of the thefts from our shop," Vince recounts. "With that evidence, the men admitted their crimes and were prosecuted days later."
Tangible Results and Industry Validation
The financial improvement has been substantial. Previously losing £200-£300 weekly during quiet periods, losses have now been halved. The Malones note that Co-op's recent decision to install similar AI systems validates their approach.
Beyond financial benefits, the technology addresses growing violence against retail workers. With the British Retail Consortium reporting 36 daily violent incidents involving weapons against shop staff last year, safety has become paramount.
"We want our staff to feel safe," the Malones emphasize. "Stealing isn't the only risk – there's violence too. We've heard horror stories from other retailers."
Balancing Technology with Personal Service
Despite their reliance on AI, the Malones stress maintaining their shop's character. "There are nine places in Tenby to buy milk," they note. "What sets us apart is our care for customers and community connection."
They view AI as an enabler rather than replacement for human interaction. "We're not here to make millions," they conclude. "We're here to serve our community. If AI helps us do that safely and sustainably, that's perfect. It means we'll be here for many years to come."
Vince Malone serves as Wales District President for The Federation of Independent Retailers, supporting their 'Safe, Secure, Supported' campaign, while Fiona is Non-Executive Director on the Independent Retailer Board of the ACS.
