2020 proved a watershed year for the US retail sector, with brands required to quickly pivot and adapt in the face a global pandemic and the Black Lives Matter social movement.

As a result, a raft of changes were introduced, including contactless retail, and an upswing in online ordering and curbside pickup, while retailers were also called on to stand up and deliver on social values.

So, as we exit 2020, what are the retail trends that will translate into 2021?

Protecting the bottom line

Protecting the bottom line has been paramount in 2020, and this will continue into the coming year. Despite some rallying in recent times, US consumer confidence hit a four-month low in December and the road ahead looks equally rocky.

For retailers that means they need to protect the bottom line with a clear understanding of their numbers, and solid policies and future plans.

Part of securing that bottom line is about protecting a retail outlet against loss. In 2020, US retail loss hit an all-time high, costing the sector an astounding $61.7 billion with profits literally walking out the door due to shoplifters, employee theft, human error, and miscellaneous loss.

Now is the time for retailers to plug that leak, taking a good hard look at their loss prevention strategies and how to improve them.

Contactless and convenient

Customer convenience has been key to the retail sector surviving and, in some instances thriving, in 2020. After all, this was the year that saw Buy Online Pick Up Instore (BOPIS) and online retail enjoy a major upswing in adoption.

The year ahead will see the demand for convenience continue, with the customer expecting to effortlessly navigate between the real-world and online retail environments.

Meanwhile, contactless retail will remain a priority, with stores continuing to implement strategies like contactless payments, contactless delivery, and contactless curbside pickup.

Communication critical

Communication has been critical throughout 2020 in a year when the Covid landscape kept changing.

In fact Forbes recently noted consumers actually trusted the information from the business more than they trusted their own government in the US over the course of the year.

This communication will continue to be an expectation. The bar has been raised, customers rewarded business for their efforts and now they will settle for nothing less than a credible, consistent two-way conversation using the medium that best suits them.

Social values imperative

This was also a year when retailers were judged by their social values, how well they communicated them and then how effectively they matched their actions with their brand promise.

Earlier this year, Harvard Business Review explained Covid had put business’ social values to the test like never before, and many consumers looked to the corporate world to see how they handled both customers and staff during the pandemic.

Meanwhile, Forbes noted 71 per cent of consumers said they would lose trust in a brand forever if they were perceived to be putting profit before people.

In the coming year, that trend will undoubtedly continue, with consumers placing increased pressure on brands to align their social values with their image and take action that supports that commitment.

Empowering staff

The human factor continues to be real-world retail’s greatest asset with staff at the frontline of the retail experience.

These valued members of the retail team need to be empowered to do their job efficiently and effectively with tools that allow them to tap into the knowledge and offer superior customer service.

Among the tools available to assist are things like mobile Point of Sale, along with creative product displays and little things like smart keys which enable them to be more efficient.

Together, these allow staff to better cater to their customer at a time when it’s never been more important to go above and beyond the customer expectation.

You can find out more about how the retail landscape is changing, and how we can assist with protecting your bottom line here. Or you can shop directly for security tags here, and security labels here.

There’s a big difference between an opportune shoplifter who steals on a whim and those with more sinister intentions who utilize meticulous planning.

But regardless of intention, theft is a crime that costs the retail sector dearly, and right at the moment retailers are in the thick of peak shoplifting season.

So, what’s the difference between random versus planned shoplifting, and how should retailers approach each.

Random shoplifting

Random shoplifting is a crime of opportunity. The opportunity to steal something presents, the shoplifter takes advantage of the situation.

Combatting this type of crime therefore involves eliminating that opportunity as much as possible.

So what exactly do we mean?

Random shoplifter profile

A random shoplifter might steal for a buzz, perhaps out of necessity, or even out of compulsion. They might also steal as an act of retribution for poor service or because they’re a generally loyal shopper who feels entitled. But they rarely enter a store with a targeted plan.

Instead, a lack of security, staff inattention, or poor store layout offers them the chance to steal goods unnoticed.

The items might vary in value, but tend to be smaller and easier to conceal, and combatting the random shoplifter involves a broad-brush approach to general loss prevention best practice.

Combatting random shoplifting

Eliminating opportunity involves:

• Good store layout with clear lines of sight from the POS to the floor and sufficient lighting
• A well-organized store, without clutter
• Attention to the fitting room
• Attentive staff who utilize meet and greet protocols, and are educated regarding shoplifter behaviour
• Clear policies and procedures regarding apprehension and prosecution of shoplifters
• Overall store security such as obvious CCTV and security personnel
• Product-based security including electronic article surveillance, security tags, and security labels
• Good inventory reconciliation

Planned shoplifting

Planned shoplifting is a slightly different beast. In this case, a retailer is specifically targeted due to the type of products it has available, with thieves taking advantage of any weakness in security.

That means it’s also a crime of opportunity, but the retail response has to be a lot more considered.

Planned shoplifter profile

The shoplifter who plans will generally be stealing for financial gain, targeting products that command a high re-sale value. That makes items like electronics particularly vulnerable, along with designer fashion products, pharmaceuticals, perfume, and high-end liquor.

Planned shoplifting is often associated with Organized Retail Crime, and can encompass groups who actively distract retail staff, snatch and grab events, and complex methods of thwarting a store’s security systems.

In fact, an astounding 97 per cent of retailers say they were impacted by Organized Retail Crime (ORC) in 2019, losing over $700k per $1 billion in sales.

This type of planned activity is often prefaced by staking out a retail outlet for security systems and casing the store for the products available.

These are some of the warning signs staff should be aware of, but actively combatting the threat involves many of the strategies above along with more targeted security measures.

Combatting planned shoplifting

Preventing planned shoplifting is a lot more targeted than combatting opportune theft. It involves knowing what’s likely to be sought after by thieves and protecting it accordingly.

Ways to combat planned shoplifting include all the methods outlined above, plus:

• Lockable displays for high-value items like electronics and perfumes
• Tethers and alarms on electronic display items
• The right security tags of at least SuperLock magnetic strength on fashion apparel
• Security tags with cables or lanyards for fashion accessories
• Bottle top tags for high-end liquor
• Additional EAS security for the fitting room such as Apparel Guard

You can view our range of security tags here, or revisit our information on shoplifting signs and behavior here.

Over the coming weeks, US liquor sales will spike to their highest level of the year, with alcoholic beverages tipped to be an essential purchase on many people’s holiday shopping list.

But with that spike in sales comes an inevitable uptick in theft, making now the time that retailers should be looking to secure their liquor against shoplifting.

Here’s a guide to combatting liquor theft during a season when alcohol sales are set to be merry indeed.

Holiday season alcohol demand

Each year statistics indicate a marked rise in alcohol sales throughout December, with figures indicating they are at least a third higher than the lowest point of the year. And the market is only increasing.

In December 2017 for example, Statista noted liquor sales peaked at $6.284 billion, compared to their lowest point in January when sales were just $3.74 billion.

It was a similar story in 2018 and 2019.

• In 2018, beer, wine and spirit sales topped $6.442 billion, compared to $3.991 billion in January

• In 2019, beer, wine and spirit sales topped $6.63 billion, compared to $4.134 billion in January

This year, December sales could even be higher, with Covid-19 seeing a rise in liquor demand and sales reaching $6.421 billion by July.

Demand sees spike in liquor theft

As legitimate sales of liquor increase so too does liquor theft, with December renowned as a peak season for shoplifting.

In fact, liquor ranks among the top 10 stolen items across the US over the holiday season as foot traffic increases and sales associates cope with increased demand.

So how can retailers protect their liquor over the busy period ahead?

Liquor theft prevention

Shoplifters target liquor for a variety of reasons. In some cases, it’s simple opportune pilfering. This category of opportune thieves often includes teens who steal alcohol almost as a rite of passage and people who may already be under the influence and harness their decreased inhibitions to have a further drink ‘on the house’.

These types of thieves usually go after lower value items that are easy to access.

Other thieves are more strategic in their product selection, targeting high-value liquor that can be resold at a greater price. This sees liquor amongst the prime targets for organized retail crime (ORC).

But regardless of the reason or strategy behind it, alcohol theft costs retailers a significant sum, contributing to $61.7 billion in retail shrink across all retail verticals in 2019 alone.

Liquor security tags

Designed specifically to protect wines and spirits, liquor security tags are amongst the latest innovations in Electronic Article Surveillance.

The caps are designed to fit over the bottle top, can only be removed at the Point of Sale, and ensure an alarm sounds if a thief tries to steal wine or spirits.

They also prevent alcohol from being consumed in the store, are available to suit both RF and AM EAS systems, and offer a universal fit to suit varying bottle neck shapes and sizes.

As an added benefit, the caps are available in bulk, are reusable and easy for store assistants to remove and attach. They also offer an affordable way to protect products while still allowing the consumer to access, touch, feel and examine them.

Locked cabinets

When it comes to top-shelf liquor many retailers opt to secure their products behind glass.

Glass cabinets allow the consumer to see the product but not touch it. It enables the staff to keep the items under their control but can cost time when it comes to access. Meanwhile, the locks need to be impervious to picking.

That’s where innovations like smart locks and smart keys come in. They allow retail staff to quickly access all relevant cabinets using a single programmed key.

These keys can also track which staff member has accessed what cabinet, allowing retailers to also mitigate employee theft.

Security labels

For high-volume, low-value liquor, beer and wine, security labels are a popular alternative. Labels come in a range of sizes, are available for both RF and AM EAS systems and can even have the barcode printed on them to save time at the Point of Sale.

CCTV

CCTV and video surveillance are excellent loss prevention strategies for monitoring an entire store and can be a tool that deters thieves from committing an act of theft

However, CCTV often detects a crime and identifies a criminal after the incidence has occurred, leaving the matter in the hands of police rather than avoiding a theft.

You can learn more about liquor bottle security tags here or browse our range of security labels here.