Enhancing Retail Security During the Holiday Season: Comprehensive Strategies for Safety and Preparedness 

As the holiday season approaches, retail environments become bustling hubs of activity. However, the festive rush also brings increased risks such as occupational violence, aggression, and theft. Drawing from nearly 25 years of experience in security management and law enforcement, Founder and Managing Director, Tim Wood, offers essential strategies to enhance safety and security across retail settings during the holiday season.  

This guide provides a comprehensive overview from managing occupational violence, implementing loss prevention strategies, through to reinforcing physical security. 

Managing Occupational Violence and Aggression (OVA) in Retail 

Occupational violence and aggression occur when employees experience threats, abuse, or assaults in the workplace. This includes both physical attacks and the psychological threat of violence, whether in-person, online, or via other forms of communication. 

There are two sources of OVA: 

• External: Customers, subcontractors, or the public—particularly heightened during the holiday season. 

• Internal: Workplace bullying or aggression among employees. 

What are the impacts of OVA on employees? 

There are significant impacts of OVA on employees. Violence and aggression can lead to physical injuries, psychological distress, and in extreme cases, PTSD or suicidal ideation. Early intervention and monitoring for red flags, such as withdrawal or loss of confidence, are critical in mitigating long-term effects. 

How do retail businesses prevent OVA and manage recovery?  

• Establish clear policies regarding violence and aggression, including defined roles and responsibilities for employees at all levels. Regular consultation with health and safety representatives ensures meaningful input and proactive solutions. 

• Training should be tiered to different roles within the organisation, ensuring relevance and practical application. Emphasising de-escalation techniques, reporting protocols, and understanding when to engage external help, such as law enforcement, is crucial.  

• Organisations must prioritise post-incident support, offering avenues such as counselling, employee assistance programs (EAPs), and ensuring confidentiality in reporting and addressing incidents. 

Loss Prevention Strategies 

Loss Prevention Strategies are measures designed to reduce theft, fraud, and other forms of loss in a retail environment. These strategies aim to safeguard merchandise, minimise financial losses, and create a secure shopping experience for customers and a safe working environment for employees. 

To implement effective strategies, it’s crucial to recognise the behaviours of different types of offenders: 

At a high level, there are two key offender types:  

• Discreet Offenders: These individuals aim to avoid detection, often blending in with regular customers. They may steal by hiding items or paying for low-value goods while concealing higher-value products. 

• Overt Offenders: These offenders are brazen and show little concern about being caught. They may employ tactics like swarming (entering in groups to overwhelm staff), aggressive behaviour, or outright robbery (theft with the threat or use of violence). 

Operational Loss Prevention strategies: 

The below list are some brief actions and protocols that can help prevent theft and manage potential incidents: 

• Optimise store layout to minimise theft opportunities, including placing high-value items in well-monitored areas. 

• Increase staff presence and engagement, with frequent customer interactions to deter potential thieves. 

• Implement lockable cabinets for high-theft items and consider deploying security personnel during peak times. 

Physical Security Enhancements 

Physical security enhancements refer to the measures and strategies implemented to protect retail spaces, employees, and customers from threats such as theft, vandalism, or violence. These enhancements aim to deter potential offenders, safeguard assets, and ensure a secure environment.  

Below is a breakdown of key physical security enhancements for your retail setting: 

External Security Measures: 

• Well-maintained Exterior: Keeping the outside area clean and tidy conveys that the premises are monitored and managed. 

• Adequate Lighting: Ensuring all areas, especially entrances, exits, and loading docks, are well-lit to reduce hiding spots and increase visibility. 

• Bollards and Barriers: Use bollards, railings, or other physical barriers to protect entry points from vehicular attacks or ram raids. 

• Minimising Blind Spots: Regularly assess the property for potential blind spots where offenders could hide or go unnoticed. 

• Perimeter Protection: Incorporate fencing, gates, and architectural features like raised garden beds to secure the boundaries without compromising aesthetic appeal. 

Technical Security: 

Technical security refers to the use of technology-based systems and devices to safeguard a retail environment against theft, vandalism, and violence. 

Below is a breakdown of key technical security enhancements for your retail setting: 

• Install CCTV (Closed-Circuit Television): Install cameras both inside and outside the premises. Ensure they are strategically placed to cover key areas such as entrances, exits, point of sale, and storerooms. 

• Duress Alarms: Install fixed or wearable duress buttons for employees to quickly alert authorities in case of a threat. 

• Advanced locking and reinforced glazing: Explore upgraded locking systems (mechanical / electronic) and strengthened glass solutions for vulnerable areas. 

Response and Reporting Protocols: Ensuring Safety and Continuous Improvement 

Effective response and reporting protocols are critical to managing incidents of violence, theft, or aggression in retail environments.  

These protocols prioritise the safety of employees, customers, and the public while ensuring that incidents are documented, analysed, and used to refine security strategies over time. 

Incident Response: 

• Employees should always prioritise their personal safety and the safety of others over recovering stolen merchandise or confronting offenders. No item is worth risking injury or escalating violence. 

• Employees should be trained in non-confrontational de-escalation techniques to calmly manage aggressive behaviour, such as maintaining a neutral tone, displaying empathy, avoiding provocative language, maintaining a safe distance, and giving the offender space to leave. 

• In the event of an imminent threat, such as violence or armed robbery, staff should immediately call emergency services (triple zero in Australia). 

Reporting and Continuous Improvement: 

• Establish robust internal reporting systems to track incidents and adjust safety measures accordingly. 

• Regularly review security protocols, ensuring alignment with evolving threats and industry best practices. 

Security Officer and Police Expectations: 

Security personnel are trained to handle aggressive behaviour, but within their capabilities, the law and company policies – the emphasis being on observing, communicating, verbally resolving and or seeking assistance from police when required. 

Any Police response will prioritise public safety, as such, police may bypass injured individuals to respond to the threat, isolate areas and close businesses until the threat is resolved, utilise site technology to assist with their response, utilise various tactical options to resolve the threat including deploying OC spray that may impact an internal environment for some time.  It is essential we support any police response which includes, where possible, having a clear, concise and factual brief for the attending members and assisting with any post incident investigation. 

Staying Safe During the Festive Season 

The holiday season presents unique challenges for retailers, but with proactive planning, training, and the right security measures, risks can be minimised.  

Businesses of all sizes must prioritise safety for their employees, customers, and assets.  

There’s no commodity so important that it’s worth risking your safety. 

For more information or support, consider reaching out to resources such as Beyond Blue, Lifeline, or WorkSafe for additional guidance on occupational safety.