Marks & Spencer chairman Archie Norman attributes a sharp rise in shoplifting to self-service checkouts, claiming the technology prompts even “good, honest people” to steal items when it malfunctions.
Technology Failures Fuel Theft
Norman warns that marauding gangs looting shelves signal to society that stores are unsafe. He emphasizes that self-service systems have severed the “human link” between retailers and customers, urging improvements to make the technology “easier for people to use” without reverting to manned checkouts.
Norman describes a common scenario: “When normally good, honest people come in and they’re buying their shopping and it doesn’t scan, and there’s nobody manning the checkouts, they’re saying: ‘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.’”
Alarming Police Investigation Stats
Analysis of Home Office figures reveals 357,845 shoplifting cases closed last year due to insufficient evidence. Only 116,641 suspects faced charges or summonses. In the year to December, 279,257 of 509,566 reported crimes ended before identifying the thief, with another 77,000 shelved for lack of evidence.
M&S Expands Self-Checkouts Amid Crisis
The retailer installed 800 self-service checkouts across its stores in 2023, aiming to save £150 million. Recently, M&S urged London Mayor Sir 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 employees use the devices at least 80% of the time. The company plans to introduce upgraded models that capture higher-quality footage for better incident records, aiding police and prosecutors.
Alex Lowe, UK and Ireland regional director at Axon, states: “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. Body-worn cameras close this evidence gap, helping to reduce retail crime and protect staff. That’s why we’re excited to bring our new technology to UK retailers this year.”
Lucy Whing, crime policy adviser at the British Retail Consortium, adds: “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.”
