3 Modern Ways Retailers Are Fighting Theft Without Losing Customers

Food retailers are combating rising shoplifting by integrating customer service, smarter store design and a combination of technology and employee training to create safer, welcoming shopping environments without relying solely on surveillance or barriers.

By Tom Cosgrove, Director, Asset Protection, FMI – The Food Industry Association

Shoplifting is on the rise, and food retailers are rethinking how to deter theft without losing the warmth of the shopping experience. The FMI’s Asset Protection In Food Retail 2025 report reveals that the best prevention strategies rely not just on technology, but on people, training and thoughtful store design.

Across the food industry, retailers are facing a growing challenge that affects both the bottom line and employee morale: shoplifting. Organized retail crime and opportunistic theft continue to increase, forcing grocers to balance protection with hospitality. During the recent Asset Protection & Grocery Resilience Conference, many conversations highlighted that the most effective shoplifting prevention programs integrate technology, personnel, and physical deterrents

According to our latest research, every retailer surveyed now has a shoplifting prevention program in place, and the most successful strategies combine technology, people, and physical deterrents. The shift is clear: retailers are moving beyond just barriers and surveillance, focusing on customer service and thoughtful store design to create safer shopping environments. Here are three key trends shaping the next wave of shoplifting prevention.

1. Customer Service as the First Line of Defense

It turns out, a warm greeting can be a powerful theft deterrent. Something as simple as eye contact, aisle presence or offering assistance can disrupt the anonymity thieves depend on as well as break their focus from the act that they are about to undertake. Anecdotally, stores that emphasize proactive, friendly service often see fewer incidents, and employees report feeling safer because they understand how to respond when someone’s behavior seems off.

2. Smarter Store Design and Layout

Store layouts are being quietly redesigned with safety in mind. Strategic placement of exits, sightlines and self-checkout stations helps reduce blind spots and limits opportunities for push-outs. Technology such as cart containment systems and intelligent video analytics can identify high-risk activity before it escalates, while still keeping the environment inviting. The goal is to protect merchandise without turning shopping into a surveillance experience.

3. Blending Tech, Training, and Empathy

The most effective deterrence programs blend human judgment with innovation. In some instances, technology can help identify patterns and hotspots, but they work best when paired with trained and empowered employees. De-escalation skills, situational awareness and clear communication are now standard parts of many food retail training programs. These skills help staff handle tense situations professionally while maintaining a safe, welcoming store.

Finding the Balance

As theft evolves, so must prevention. The future of shoplifting deterrence in food retail is not about adding barriers but about balance between security and service, vigilance and hospitality. FMI’s Asset Protection resources continue to support these trends and shares best practices from leading retailers.

To learn more, join the next session, October 30, 2025, 2 pm EST in the FMI–TPOP 2025 Workplace Violence Prevention Webinar Series, “Shoplifting Prevention: Modern Strategies for Customer Service-Based Deterrence, Management, and Safety”. In this free digital seminar, you will learn how food retailers are using customer service, employee engagement, and thoughtful design to create stores that are both safer and more welcoming.

Register Now