How Far is Too Far When Fighting Retail Crime?
One retailer's new system highlights the ongoing tension between combating retail crime and preserving customer trust

Are Stores Going Too Far With Photos to Prevent Shoplifting?
As organized retail theft continues to challenge stores across California, some retailers are taking unprecedented measures to protect merchandise. Burlington Coat Factory has introduced a system requiring customers to have their photo taken before entering the store. Entry is only allowed once the photo is captured, and the system can flag previous shoplifters to deny access.

While the measure targets repeat offenders, it has sparked criticism from shoppers who feel the process is invasive and treats all customers as potential criminals. Many report that the policy makes them uncomfortable, comparing the experience to airport security measures, and some say it could drive them to competitors such as Ross or TJ Maxx.

Employees and company representatives say the system is designed to deter theft and protect both the business and honest shoppers from inflated prices due to lost inventory. However, misidentifications could lead to alarms and confrontations for innocent customers, prompting concerns about customer service and public relations.

Local experts note that while theft prevention is a legitimate concern, balancing security with privacy and a positive shopping experience is crucial. Shoppers interviewed said they would insist on speaking with management if they were wrongly flagged, emphasizing that a strong sense of fairness and respect is key in maintaining trust with the community.

The Burlington system highlights the ongoing tension between combating retail crime and preserving customer trust, raising questions about how far stores should go in implementing preemptive security measures. nbcpalmsprings.com


Interface's Crime-Prevention Tech Makes More Headlines
AI security eliminates store break-ins for Big Brand Tire & Service
A tire and automotive services retailer is preventing burglaries and reducing property crimes at a high-risk location with help from artificial intelligence.

Operating more than 320 stores, Big Brand Tire & Service faces persistent after-hours security challenges at several sites, including trespassing, illegal encampments, and theft of high-value items such as tires and tools. Incidents also include repeated vandalism, such as broken windows and property damage.

In response, the retailer is deploying the AI -based Interface Virtual Perimeter Guard solution at one high-risk store, significantly reducing trespassing and vandalism at a high-risk location.

The company determined that reactive security measures were no longer sufficient and began looking for a proactive security solution that could deter threats before incidents occurred. Big Brand & Tire decided to implement Interface Virtual Perimeter Guard at a high-risk location using the existing network infrastructure, allowing the solution to be implemented without interrupting daily operations.

Following deployment at the site, Big Brand Tire says break-ins stopped entirely after installation and monitoring reports showed a significant decline in trespassing and loitering as repeat offenders stopped returning. Ninety-one percent of events were resolved through automated deterrence without human intervention, and overall security activations were reduced by 65% within weeks. chainstoreage.com


Prop 36 Debate Rages On in California
Bay Area community leaders demand more action to address retail theft
Bay Area community leaders were accusing Governor Gavin Newsom and the state of not doing enough to address the growing issue of smash-and-grab robberies Wednesday.

The recent smash and grab robbery at the Macy’s store at Valley Fair did give a group of local city officials and community activists a chance to lash out at the state for not doing enough to help, with Prop 36 and the governor as the targets.

Vu joined a group of Bay Area community leaders organized by ‘Citizens Unite’ at Valley Fair, saying they want state resources from Prop 36, a voter approved initiative in 2024 that increased penalties for certain drug and theft crimes.

Governor Newsom’s office sent a statement to NBC Bay Area that, in essence, said the group has a fundamental misunderstanding of Prop 36, emphasizing “Prop 36 is aimed at getting certain at-risk repeat nonviolent offenders into behavioral treatment. However, individuals in smash-and-grab-style robberies are in a different category, and saying Prop 36 is being used as a talking point by local leaders.”

The Governor’s Office also stated Santa Clara County and county programs have received about $12 million in Prop 36 and Prop 47 grants, and that San Jose law enforcement received $28 million in Organized Retail Theft grants. nbcbayarea.com

 
ORC Bill Support Continues to Grow
AAR supports bill to combat organized retail crime
The Association of American Railroads is calling on Congress to pass the Combating Organized Retail Crime Act (CORCA), a bill designed by its sponsors to crack down on flash mob robberies and retail theft schemes.

If passed, the legislation would be a critical step in confronting the organized theft networks that are increasingly targeting freight railroads, truckers, retailers and workers, AAR officials said in a press release. The House Judiciary Committee recently approved the bipartisan bill.

"These sophisticated, multijurisdictional criminal operations disrupt supply chains, endanger employees and communities, and increase costs for consumers — challenges that railroads have invested heavily to address but cannot solve alone without a strong federal response," AAR President and CEO Ian Jefferies said this week. "We look forward to passage by the full U.S. House of Representatives, swift action in the U.S. Senate, and ultimate enactment of this bipartisan legislation to strengthen law enforcement coordination, protect the flow of goods and safeguard America’s economy.”

Organized cargo theft cost major railroads over $100 million in 2024, according to AAR. The National Retail Federation (NRF) also has called on Congress to pass CORCA. progressiverailroading.com


Flock Safety Showcases Role in California Organized Retail Crime Crackdown

New Haven police, officials to discuss 2025 crime data, outline strategies for 2026
 

'Most Shopping Will Remain a Human Experience'
How Home Depot, Wayfair executives are preparing for an agentic AI future

The technology is redefining how customers interact with brands, but at least some parts of shopping will remain a human experience, executives said Sunday at NRF.

Not even the trailblazers rolling out agentic AI technology can truly say how it will ultimately change the definition of a good customer experience, but they are fully prepared to learn.

The evolution of agentic commerce from a buzzword to reality was top of mind for executives at PayPal, Home Depot and Wayfair, who discussed their approaches to harnessing the technology at a National Retail Federation Big Show panel Sunday.

Home Depot is in “get out and try mode,” exploring the applications of agentic AI in its operations while paying close attention to how customers are using and adapting to the new features, according to the home improvement retailer’s CIO, Angie Brown.

The goal is to learn about what kinds of agentic experiences resonate with customers and associates.

Even as it advances, AI is unlikely to replace traditional digital experiences outright, according to Mike Edmonds, vice president of agentic commerce and commercial growth at PayPal. Agents may take over the most annoying or time consuming transactions, but most shopping will remain a human experience.

“I think there’s many parts of shopping that people love, and I think in the foreseeable future that’s going to continue,” Edmonds said during the panel. “I’m under no false illusion that shopping one day is going to be completely autonomous, and humans are no longer interacting with brands.” retaildive.com


A Year of Retail Transformation Ahead
Walmart: This year, AI tinkering ‘becomes transformation’

A year from now, customers will look back and realize just how much has changed about the shopping experience, Walmart’s Daniel Danker predicts.

Walmart hasn’t been shy about its AI ambitions. The retail giant announced an AI framework centered around four super agents over the summer, enabled purchases within ChatGPT this fall and over the weekend announced a new partnership with Google’s Gemini.

If it sounds like Walmart is moving fast, that’s intentional.

“For the last year or two, we’ve been tinkering with it,” Daniel Danker, executive vice president of AI acceleration, product and design at Walmart, said at the ICR Conference on Tuesday. “This is the year where tinkering becomes transformation. This is the year where we’ve built a level of mastery around that and we’ll start building things that deeply address customer problems.”

Danker has many examples of how AI could improve the Walmart shopping experience. For one thing, he sees repeat grocery purchases transitioning to a more automated model, with AI understanding how frequently to replenish items. For another, he envisions customers scrolling through AI-generated photos of themselves wearing the clothes they’re considering buying, or asking AI for recommendations based on what’s already in their closet. retaildive.com


How One Retailer Turns to Employees in the AI Era
In the age of AI, REI is turning to its human employees to win

The retailer’s “green vest” associates serve as a key differentiator — both in stores and online — in an increasingly AI-driven world, according to CEO Mary Beth Laughton.

AI is a topic on every retailer’s mind heading into 2026. But REI isn’t shifting focus away from one of its key assets: human employees.

Mary Beth Laughton — who stepped into the CEO role nearly a year ago after stints at Athleta, Nike and Sephora — highlighted the value its “green vest” store associates have for both the retailer and its customers, especially now in the age of AI.

Laughton said the green vests are more than just in-store associates: They’re “trusted guides” on the outdoors and provide services like backpack fittings. They also resonate with consumers.

The company is looking to extend its green vests beyond stores to the digital experience. In the last six months, the retailer has begun integrating employees into its online product pages through testimonials or videos. It has resulted in a “conversion lift” for the retailer, according to Laughton. retaildive.com


Retailers carefully balance human intelligence with AI adoption

What 10 retail executives have to say about AI
 

Time to Update Safety Training
Is This the Year to Revise Your Safety Training?

With many employees holding onto their jobs, now could be the ideal time to adopt and measure new methods.

With rapid changes in all aspects of business, maybe safety organizations should take this opportunity to re-evaluate the effectiveness of their safety training.

One reason this might be an ideal time is that current economic conditions are causing employees to say they will remain in their current jobs for the next couple of years. This is an opportunity to improve programs and measure the results.

As is the case when moving to a future state, examining the current state is essential. To review excellence in standards, I turned to the Campbell Institute's (part of NSC) whitepaper, "Foundation for Evaluating Safety Training Effectiveness."

The paper, which interviewed members of the organization and created a Training Effectiveness Workgroup, came to the following conclusions.

Safety training is widely recognized as a vital component of any EHS program, contributing to injury prevention, hazard mitigation and the development of a strong safety culture. However, many organizations lack a systematic approach to measuring training effectiveness. ehstoday.com


Transparency & Automation Key to Return Process
Returns season is here. What are the best practices for a good experience?

A focus on transparency and automation, with live support for stressful situations, can help craft a great returns experience, experts say.

The returns experience may have once been a secondary concern, but it has since become a crucial element of a brand’s overall customer experience.

More than half of consumers — 54% — said that a brand’s return policy is one of their top three considerations when shopping for gifts online, according to a November FedEx survey. About two-thirds say they expect free returns from online retailers during the holiday season.

Now that the gifts have been opened, returns season is in full swing. Brands that make the experience flexible and frictionless, while offering additional support when customers need it, have the opportunity to build relationships with potential new customers.

Here’s how companies can craft a returns experience that can turn a pain point into a loyalty building opportunity: retaildive.com


Amazon says its Saks Global investment is ‘worthless’
Amazon's complaints could signal a long and contentious bankruptcy process for the luxury company.

OSHA and DOT Policies in Transition: Impacts on Employers and Drivers