Explorez tous les épisodes du podcast Sell more and lose less - with ECR Retail Loss

Professor Emmeline Taylor joins Colin Peacock to discuss how Exception Based Reporting (EBR) is being used across retail to tackle staff dishonesty and drive cultural change.

Drawing on a new ECR Retail Loss survey of businesses across 19 countries, they explore the four key data points retailers are using to reduce losses by flagging internal theft: voided items, refunds to the same card, manual discounts and staff loyalty card misuse.

83% of respondents are already using EBR for some form of data analysis around employee theft.

But the conversation goes beyond detection. One retailer showed how transparency and communication around EBR drove deterrence, reducing individual case values from four figures to two.

They also discuss why video integration remains underused, why store managers need ownership of the data alongside central teams, and why EBR needs to extend beyond bricks-and-mortar cashiers to cover order pickers, delivery drivers and third-party fulfilment as fulfilment methods diversify.

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Professor Emmeline Taylor joins Colin Peacock to discuss the latest findings on forecourt crime rom ECR Retail Loss working group meetings.

They explore why pay at pump is not the silver bullet for drive-offs and no means of payment, despite its appeal as a target-hardening measure.

The conversation covers how one retailer combined ANPR technology with better signage and streamlined reporting to achieve a significant reduction in forecourt theft. But a growing problem is undermining ANPR: ghost plates. A recent report suggested one in 15 vehicles across England and Wales is now driving on false number plates.

Emmeline and Colin discuss the governance risks for lone-working forecourt staff, the disparity in loss rates across retailers, and the value of law enforcement partnerships.

They also consider how video analytics could help detect cloned plates in future, and why government action on ghost plates is needed before the problem becomes normalised.

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Dr Susanne Guth-Orlowski of the RAIN Alliance joins Colin Peacock to reflect on the 2025 ECR RFID Innovation Summit in Düsseldorf, hosted by C&A.

Around 70 retailers attended, from those with 20 years of RFID experience to those just getting started.

The conversation covers what stood out: the diversity of RFID use cases across fashion, sports and home retail, the Qualcomm presentation on bringing RFID reading to mobile phones, and how the EU's digital product passport regulation is creating new opportunities for RAIN RFID as a data carrier. They also discuss the innovation showcase featuring startups working on overhead readers, sustainable tags and AI-driven data analysis, and look ahead to the 2026 summit in Madrid.

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Sophie Wong joins Colin Peacock to talk about leaving corporate life at Coles to launch her own retail loss prevention consultancy, Positively Powered.

She shares the good, the bad, and the ugly of going it alone: from the freedom to think creatively and work across different retail organisations, to the reality of building a business from scratch without a steady paycheck.

Sophie and Colin discuss why loss is everyone's responsibility, why it belongs on the C-suite agenda, and why loss prevention teams cannot solve complex shrink problems without cross-functional support. Sophie also offers practical advice for anyone considering a similar move, covering financial planning, defining a unique selling proposition, and the importance of constantly learning.

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Professor Michael Townsley and Dr Andrew Childs join Colin Peacock to discuss new ECR Retail Loss research into returns fraud and abuse.

Drawing on a survey of nearly 6,000 consumers across four countries and an investigation into dark web fraud communities, they reveal how widespread problematic return behaviours really are, why most offenders experience no friction at all, and the three practical steps every retailer should take now. Topics include wardrobing, Did Not Arrive claims, social engineering of team members, crime scripts, and why environmental messaging may work better than punitive measures.

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The scale of retail supply chain theft is hard to ignore. With some retailers reporting $200 million worth of freight on the road on any given day, even a small percentage of loss translates into significant financial damage. Yet many businesses still allocate minimal resources to tackling the problem.

In this episode, Professor Emmeline Taylor draws on her research into freight crime and findings from a recent ECR Retail Loss working group to explore why this area of loss has been overlooked and what can be done about it.

From the dramatic jump-up in thefts captured on video to the quieter threat of agency drivers infiltrating supply chains, the discussion covers a wide range of tactics used by offenders and the practical countermeasures available to retailers.

The conversation also touches on GPS tracking, pallet recognition technology, tamper-proof packaging, and the importance of cross-functional collaboration between loss prevention, logistics, and law enforcement.

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Predicting inventory inaccuracies is a practical way for retailers to target the items most likely to be wrong, rather than counting everything equally.

Colin Peacock speaks with Aris Syntetos, Yacine Rekik and Christoph Glock about a decade of ECR research into inventory record inaccuracy, why it matters for availability and loss, and what interventions can make a difference.

They share headline figures on how widespread record errors can be, how sales can be affected, and how prediction can help retailers prioritise audits and action.

They also discuss the Mastering Inventory Accuracy In Retail leadership training that three professors are running for ECR Retail Loss on 9-10 December.

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Facial recognition is delivering serious results—one retailer reported a 25% drop in shrink—but it’s still on shaky ground.

Professor Emmeline Taylor and Colin Peacock return to explore the real-world complexities of deploying this technology, from shared watchlists and legal grey areas to misidentifications that can make headlines.

As more retailers turn to facial recognition, getting the human touch right is crucial: who gets notified, how they respond, and how trust is maintained.

With a code of practice now on the table, this is a must-listen for anyone working through their own policies for facial recognition.

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Internal theft is responsible for a huge chunk of retail loss—yet only 2% of cases ever come to light.

Professor Emmeline Taylor joins Colin Peacock to discuss the rising complexity of staff dishonesty, from sweethearting and fake returns to collusion at self-checkouts and e-commerce touchpoints.

Drawing on new ECR research, she explores how smarter comms, not bigger budgets, could make the biggest difference.

Think nudges over finger-pointing—reminding colleagues of the risks, responsibilities and shared values.

If retailers can deliver even a small shift in behaviour the potential savings could be enormous.

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What happens when someone orders five beers and a bag of crisps to arrive within 15 minutes but the store only has four beers?

Professor Daniel Corsten joins Colin Peacock on the podcast to dissect the economics and challenges of quick commerce. And why they so often don’t add up.

From soaring labour costs to out-of-stocks and substitutions, it’s a model that struggles to work in higher-wage markets.

Daniel shares fresh insights on where picking costs stack up, the hidden toll of substitutions, and the smart interventions that might make fast fulfilment more viable.

A timely reality check for retailers chasing speed and customer satisfaction.

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Cameras don’t solve on-shelf availability—but they support it.

Daniel Corsten joins Colin Peacock to discuss the latest ECR Retail Loss research and explains why shelf image technology is best seen as an enhancer, not a silver bullet.

Supported by case-studies, he explores how retailers are using robots, badges, and fixed cameras to complement—not replace—traditional ways to measure on shelf availability.

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Criminologist Joe Clare shares practical lessons from ECR Retail Loss’s recent returns fraud research, revealing how a small group of repeat offenders can drive the bulk of losses. Even though 14% of all customers admit to doing it.

Clothing dominates, but camping gear and electronics are also potential targets.

He discusses with Colin Peacock how profiling, policy changes, and strategic tagging can disrupt this pseudo-rental behaviour—without damaging the customer experience.

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Despite being the cheapest option for food redistribution, less than a quarter of major retailers donate surplus food to their store colleagues.

Colin Peacock and ECR Retail Loss’s expert food waste advisor Richard Thalemann explain how one retailer overcame fraud fears, tax headaches and tech hurdles to build a safe, scalable solution that’s a potential blueprint for others to follow.

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Some retailers report up to a 25% shrink reduction when they use face recognition.

In this episode, Colin and Emmeline explore how stores across the US, UK, Australia, and New Zealand are deploying biometric recognition—mostly for watchlist alerts—but also for access control and retrospective investigations.

They also tackle the legal, regulatory and ethical issues that retailers the world over are discussing with policymakers.

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Is pay-at-pump a quick fix or a false promise? How can retailers reduce drive-offs and maintain supplementary spending?

Professor Emmeline Taylor joins Colin Peacock to examine the evolving tactics retailers are using to fight forecourt losses.

From digital reporting platforms to the strategic use of ANPR, the episode sheds light on how tech, training, and smarter reporting are reshaping the future of forecourt security.

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This week, Colin Peacock is joined by Professor Michael Townsley to reflect on ECR Retail Loss’s first-ever meeting focused on benchmarking KPIs for e-commerce loss — an increasingly vital yet under-defined area of retail loss prevention.

Drawing on insights from six global retailers, they explore how different teams are measuring key metrics like acceptance rates, chargebacks, returns disputes, and fraud — often using different language to describe the same problems.

Their discussion also highlights the gap between malicious and non-malicious losses, and the importance of creating a unified framework for tracking both.

With the goal of building clear benchmarks for the industry, they highlight the need for deeper collaboration, better data, and more interventions to tackle e-commerce loss.

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This week, Colin Peacock and Professor Emmeline Taylor discuss the evolving role of security officers in retail.

And how training, integration, and investment can significantly enhance their impact - to reduce losses.

Drawing on insights from over 70 retailers and expert presentations, the discussion highlights the importance of moving beyond a more procurement-based view of hourly guarding towards one where security officers provide multiple benefits with clear KPI’s.

From customer service to crime deterrence, the pair conclude that the right training and support can transform the role of security officers into a central part of store safety and performance.

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This week, Colin Peacock is joined by Professor Emmeline Taylor to explore how retailers are evolving their Security Operations Centres (SOCs) into powerful hubs for crime prevention, safety, and store support.

Based on insights from a benchmark study of 29 retailers and a live case study, they discuss how SOCs are being used for everything from live incident response and evidence gathering to virtual store audits and lone-worker protection. They reflect on how SOCs can help reduce losses, support staff morale, and even improve relationships with local police forces.

As the technology capabilities explode and use cases multiply, they discuss how SOCs are becoming essential tools in creating safer, more efficient, and more resilient retail operations.

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This week, Colin Peacock and Professor Emmeline Taylor zoom in on the often-overlooked issue of cash loss in retail.

They reflect on how internal theft, counterfeit currency, and operational inefficiencies all contribute to losses, and how a mix of simple process changes and smarter, tech-driven solutions are helping retailers halve their cash losses in a matter of months.

From training and cultural change to intelligent detection and exception reporting, the session offers practical steps to better manage cash loss in today’s retail landscape.

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This week, Colin Peacock is joined by Professor Michael Townsley from Griffith University to focus on a case study: looking at one major e-commerce retailer’s journey to build a global digital loss prevention capability.

They reflect on how the smart framing of fraud as a “lost sale” helped engage multiple internal stakeholders, and how serious investment in data collection and analysis has driven impressive improvements — including a jump in order acceptance rates and millions in recovered revenue.

They also look at emerging risks like account takeovers, crypto payments, and AI-enabled scams, and how retailers must stay agile as bad actors evolve.

If improving digital loss prevention is in your remit, check out this week’s podcast.

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This week, Colin Peacock is again joined by Professor Emmeline Taylor to discuss the free to download self-assessment tool included in her Fortress Stores report.

The tool helps a multi-functional team undertake a self assessment exercise for retailers to explore for their most at-risk stores their compliance to a series of 28 key questions across the seven dimensions of her strategy.

Emmeline explains how cross-departmental collaboration, shaped by conversations which emerge from this exercise can work towards a more consistent approach to risk mitigation in the most at risk stores.

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This week, Colin Peacock and Professor Emmeline Taylor catch up to discuss the latest innovations from global retailers in protecting high-risk and high-shrink products — without sacrificing the shopper experience.

From app-based access to locked cabinets, through to creative new tagging solutions and packaging redesigns, this episode looks at how retailers are trying to reduce theft while keeping products available and sales high.

Together they explore how retailers are balancing the addition of friction, in the form of product protection measures such as nets on meat, or smart cabinets, with the requirement to deliver a low friction shopper journey experience — summarising ideas shared by over 80 retailers worldwide.

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This week, Colin Peacock is joined by Professor Emmeline Taylor to explore how retailers are transforming store incident reporting through digital systems.

They discuss how the industry has now moved from paper based systems to digital reporting enabling more accurate, consistent, and actionable reporting of in-store incidents — from non-emergency incidents such as shoplifting or verbal abuse, through to the more serious incidents of physical violence. 

They talk to how this data is being used to engage C-suite leaders, connect with police, and support store associates.

From integrating CCTV and Car Licence plates (ANPR/LPR systems, to nudging users to classify incidents correctly, the introduction of integrated digital incident reporting is transforming retailers' capability to record more incidents, more accurately, more completely, faster and at less cost.

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Engaging store leaders and associates in the fight against food waste is one of the key pillars of a successful strategy to reducing food waste in the store.

This week Colin Peacock is joined by Richard Thaleman to summarise best practice from over 80 retailers in how they ensure that staff are 100% 'on side' when it comes to trying new ways to reduce food waste.

And then sticking with them.

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On this week's episode Colin Peacock is joined by Professor Daniel Corsten to discuss managing substitutions for online orders picked from store.

They explore best practice in how retailers handle out-of-stock items, the costs involved, and the benefits of personalised substitution strategies.

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Bakery, whether it is bought in, or produced in the store is consistently an area of high loss and waste, often accounting for up to 40% of all the surplus food in any one supermarket.

This week Colin Peacock is joined by Richard Thaleman to discuss insights on new bakery planning systems and how to deal with false scans at self-checkout.

They explore how innovative tools are reducing bakery waste and how retailers are balancing loss prevention with customer convenience.

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This week Colin Peacock is joined by Richard Thaleman to discuss the benefits of selling bananas by item instead of by weight.

They look at how selling by weight adds friction and risk, and how switching to per-item pricing helped one retailer to significantly reduce losses.

When bananas can account for up to 60% of the losses of loose products, there is a big incentive to to change the way they're sold.

Find out more in this week's podcast.

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This week Colin Peacock is joined by Richard Thaleman to discuss Lisa Jack’s report on the true cost of food surplus and unsold food.

And look at how the ECR Retail Loss food waste calculator can help retailers benchmark costs like marking down, sorting, and donating surplus food.

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This week Professor Adrian Beck reports back on his new research on the effectiveness of body worn cameras in retail stores.

He joins Colin Peacock to explore how these devices can improve staff safety, evidence gathering, and lead to a reduction of in-store incidents.

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This week Professor Adrian Beck joins Colin Peacock to discuss the challenges retailers face because of fraudulent claims in online marketplaces.

In the context of e-commerce loss prevention they explore issues like reduced visibility, limited control, and how collaboration can help combat marketplace fraud.

And learn how retailers are facing a combination of new and old challenges when it comes to managing the problem of online fraud and losses. Alongside new techniques to address the issue.

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Exploring the role of RFID to improve supply chain operations, especially for omni-channel retailers, has now become a priority for many retailers.

This week Colin Peacock is joined by Professor Adrian Beck to explore how retailers are leveraging RFID technology to improve supply chain operations. Including how using handheld RFID devices can lead to better inventory accuracy, reduced costs, and better inventory controls.

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This week Colin Peacock is joined by Professor Adrian Peacock to reflect on our  SCO innovation summit in Brussels earlier this year. We discuss the latest innovations in self-checkouts, and the ongoing energy among retailers to drive change.

Over 70 retailers participated in the meeting, hosted by Carrefour - with an agenda that included store visits, speed dating with innovators, deep dive retailer case studies on technology, design and people and an informal network evening.

Here are the highlights.

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To markdown or not to markdown? On the day [of expiry date] or some days before? Merchandised in the aisle OR a dedicated markdown location? Labels and / or ESL's? To use dynamic pricing or a simpler fixed discount table?

This week Colin Peacock is joined by Richard Thaleman to tackle the challenges of markdown strategies.

They discuss when to apply markdowns, where to display discounted items, and how different pricing approaches and technologies like ESLs impact sales, profitability, and food waste reduction.

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This week Colin Peacock is joined by Professor Adrian Peacock to explore innovations in retail security and security guards,

They discuss how retailers are rethinking the role of security guards, weighing the benefits of extra store associate hours versus security personnel, and examining ideas like community guards.

Retailers spend millions, and some hundreds of millions on security guards. In our mini benchmark study, 81% of the thirty six retailers who responded shared that their budget for guards will increase and at least, stay the same over the next 12-18 months.

Yet retailers remain agitated about the role security guards play, and troubled by the difficulty in being able to accurately determine their return on investment.

Each year, we get a chance as a working group to hear from the retailers in the group and over 120 registered for this year's meeting to swap notes and hear new ideas from their peers.

This week's podcast summarises those discussions: New thinking when it comes to security guards.

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Retailers are constantly looking for new ways to improve shelf-replenishment routines and reduce out of stocks. At the same time they also want to shorten lead times, remove "waste" and reduce cost.

In this episode, Colin Peacock is joined by Paul Chapman from Oxford University to discuss best practice in reducing out of stocks.

And in particular, they explore what retailers could learn from experts in process-improvement, Toyota.

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Returns are a significant cost of doing business online, especially in sectors such as apparel and shoes where returns rates can be 30% plus.

Our 2018 report highlighted the need for retailers to calculate the TRUE and full cost of returns, proposing a true cost of returns model that retailers could adopt to their business.

In this episode Colin Peacock and Professor Adrian Beck consider how retailers are trying to find the right balance between making it as easy as possible for customers to return items in-store, at the least cost while balancing the increased risk of fraud from some customers who might abuse a self returns system.

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Following rapid adoption in fashion and sports retailers, there is strong interest from supermarket retailers as to how RFID could help improve productivity, compliance and reduce food waste, especially in the fresh meat categories. 

In this episode, Colin Peacock and Professor Adrian Beck explore the learnings from retailers on the learnings and results from their RFID trials in fresh meat.  

Fresh meat is considered one of the most advantaged categories for RFID, in part because the technology can then be used to automatically alert staff to upcoming expiry dates.

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One grocery retailer recently reduced losses on sandwiches by 25%, through the deployment of an anti-theft internal communications campaign.

On this podcast prof Emmeline Taylor joins Colin Peacock and highlights a number of different ways that retailers are seeking to reduce theft by their own employees through the use of communications and advertising.

The discussion includes debates around how to blend ‘carrot’ and ‘stick’ messaging, and how to make communications campaigns part of the regular toolkit to increase staff honesty and reduce internal theft.

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Pity the organic avocado, damaged and bruised on its way to the shelf, "roughed up" on the shelf by shoppers, picked by mistake by the in-store pickers and then misrepresented at the self checkout.

Pity too all the other loose products in fresh, especially those with the shortest shelf life, most easily damaged and with other similar alternatives.

In this podcast, Colin Peacock is joined by Richard Thalemann to discuss how retailers are trying to reduce food waste by adopting new and different approaches to reduce the volume of "throws" from the loose category, including technologies to extend the shelf life, to reduce damages and to improve pick and scan accuracy.

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Meat losses, especially on lines such as Fillet Steaks, can be in excess of 20% of sales but what is driving these losses? Theft for Resale? Internal Theft & Collusion? Variable Weight Pricing? Theft in Transit? Non Scanning at the SCO? etc....and more importantly, how do you prevent these losses without hurting sales and customer satisfaction?

On this episode, Colin Peacock is joined by Professor Adrian Beck to discuss how retailers and supermarkets are trying to address this issue - from more frequent re-stocks, through to tagging or store design.

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In this podcast Colin Peacock and Professor Adrian Beck consider how the use of video analytics is broadening across the retail estate, especially in grocery at the self checkouts.

They discuss some of the feedback and insights from 70 retailers from across the globe and consider how the new technology and analytics are increasingly being used for loss-prevention, security-management and even measuring queue length.

With the growth of AI and other new technologies, they discuss how well-planned video analytics systems can really support retailers, as long as their objectives are well-defined at the start.

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Items not scanning at self-checkout create frustration, temptation and add friction to the shopper journey.

In this podcast Colin Peacock and Professor Adrian Beck look at the scale and nature of this problem, and the key drivers of non-scanning (hello multiple QR codes on packaging!)

They consider the interventions that retailers are adopting to address these problems, to reduce the number of interventions and the losses associated with it. As well as how to improve the customer experience.

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There are broadly two operating models for petrol / gas forecourts. Either the shopper fills up and then goes inside the store to pay for their fuel and then (hopefully) other purchases, or they are asked to pre-pay by either going into the store or paying at the pump before fuelling.

The benefit of the pre-payment model is the risk of loss, through drive offs, or the customers not having a means of payment, is near zero. However, this model adds friction to the shopper journey and does not optimise the up-selling opportunity inside the shop.

In this podcast, Professor Adrian Beck and Colin Peacock consider how some retailers are lowering the risk of drive offs through computer vision using ANPR / LPR technology, digital incident reporting. While also recognising the importance of collaboration, especially with law enforcement to further reduce and prevent the risk of drive offs.

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Join Colin Peacock and Professor Adrian Beck as they discuss how retailers are using facial recognition technology within the legal constraints to reduce theft, especially from persistent offenders.

The ECR working group has been tracking the use of facial recognition in retail for the last five years.

We have seen some strong results reported back to the group from retailers such as Rite Aid in USA, and then more recently updates from USA, UK and Australian retailers.

With the pressure on governments around the world to support requests from retailers for help with the growing levels of violence, abuse and theft from retail locations, there is some evidence that governments are listening more to requests from retailers to help progress facial recognition technology (click here).

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Colin Peacock and Professor Adrian Beck discuss some of the latest thinking from retailers who are seeing significant benefits from the data associated with RFID. With use cases that include interactive fitting rooms, the use of RFID to improve inventory accuracy from the DC to the store, through to the use of RFID for high theft item security, product returns and more.

At the peak of its inflated expectations, RFID was going to solve for all retailers ills while delighting the shopper.

However, as our ECR report highlighted (click here), the business case "sweet spot" for RFID turned out to be the counting of soft fashion lines more accurately at less cost.

This episode of the podcast focuses on how retailers are now looking to "sweat" their RFID investment harder.

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On this episode, Colin Peacock is joined by Professor Adrian Beck to discuss where next for Scan and Go? How can retailers reduce errors, improve accuracy and ultimately reduce loss when shoppers use their own devices to scan and pay for their groceries.

Some shoppers love the ability to use their own device to scan and then pay for their groceries, as it can be a huge time saver. However, this customer friendly proposition can be hugely risky for retailers.

In fact, one retailer, Wegmans, withdrew the proposition much to the annoyance of their shoppers because of loss.

Other retailers have shared that when they audit the baskets of those using their own device, over 15% of those baskets contained an error. With the discrepancy representing a 6% loss.

For more information on ECR Retail Loss' work on Scan and Go, check out our 2018 report - Self Checkout in Retail: Measuring the Impact on Loss. Or read the summary of our previous Scan and Go meeting

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