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.

Hosted on Acast. See acast.com/privacy for more information.

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.

Hosted on Acast. See acast.com/privacy for more information.

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.

Hosted on Acast. See acast.com/privacy for more information.