The term ‘shoplifting’, of course, refers to the act of illegally taking something from a shop without paying for it.
While some people view shoplifting as a minor crime, it is, in fact, highly destructive to businesses both big and small.
Shoplifting negatively affects the livelihoods of those who earn a living from retail work, as well as their company’s profit margins. It also contributes to the crime rate of the area overall, which, in turn, hampers local investment and economic growth. Customer theft costs UK retailers an estimated £663 Million a year, so it is very damaging to British businesses and workers.
Shoplifting, therefore, is far from the ‘victimless crime’ that many practitioners believe it to be.
In fact, far from the only victim being some faceless, mega-rich corporation, more often than not, it is the everyday people who suffer most of the negative effects of shoplifting.
If you work in retail security (or, some other areas of private security, such as City Centre patrols), the chances are good that you will have encountered shoplifters at some point in time.
Shoplifters can, on occasion, become abusive or violent, but some are penitent and even apologetic after being caught. There are many different motivations for shoplifting as well.
Sometimes, it is a crime motivated by poverty and necessity, other times, it may be seen as a ‘right of passage’ for tearaway youths. Just as often, shoplifting occurs because people are relentlessly conditioned to want things that they cannot afford.
Whatever the motives may be, shoplifting is still a crime, and, as a security operative, it is your job to prevent it.
In this guide, we’ll examine shoplifting from as many angles as possible, from discussing the psychology of the average shoplifter, to identifying the customers that are statistically most likely to steal. We’ll expose some common shoplifting tactics, and present strategies for minimising (or outright preventing) them. We will also discuss the laws that govern shoplifting and the prosecution of shoplifters in the UK, as well as what you, as a security operative, may legally do to prevent shoplifting from occurring.
Motivations of Shoplifters
As any experienced retail security operative (RSO) can attest, people steal for a variety of reasons. Some may be seeking a thrill, some may be subject to coercion, some may be poor and legitimately unable to afford the goods they’re stealing. Other thieves simply help themselves to things in shops because they think they can get away with it.
Sometimes, these motivations overlap, and sometimes, there are other motivations beyond those mentioned here.
Some motivations for shoplifting are psychological, a fact that will be explored in more detail in the next section of this feature.
Often, people shoplift because they see it as a ‘victimless crime’, when in reality it is anything but. In truth, shoplifting affects the bottom line of the businesses, which, in turn affects the amount of staff they are able to hire, as well as how much those staff members are paid.
Thefts also contribute to an area’s crime rate, a statistic which deters investment in an area, and can lead to already poor areas becoming even-more indigent and run-down over time. It’s a kind of ‘death by a thousand cuts’ scenario that contributes to worsening an already-bad situation.
Another motivation for shoplifting includes the apparently low risk involved. Research has shown that only around 1 in 48 shoplifters are caught and prosecuted. Therefore, a lot of shoplifters are simply ‘playing the odds’ and hoping not to get caught.
Peer pressure may also be a motivating factor, especially among younger thieves. A group that may coerce its members into underage smoking and drinking, drug use, and small acts of vandalism could very well apply the same value to shoplifting.
Some shoplifters operate in gangs, or other loosely-affiliated groups, and steal together (perhaps with one person causing a distraction while another steals something). In these cases, professional thieves literally steal to make a living. It is, in effect, their ‘job’.
Some shoplifters steal because they see it as thrilling, others do so because they enjoy it.
In many cases, people have accidentally shoplifted. Perhaps they were busy, ill, tired, or distracted, and simply left the shop without paying as a result. Sometimes, a small child in a buggy or trolley will pick an item off of a shelf without their parent(s) or guardian(s) noticing, causing an accidental shoplifting incident to occur upon their departure.
Of course, poverty is a main and abiding motivation for many shoplifters. In these cash-strapped times, theft may sometimes be a necessity for those experiencing severe financial hardship. Sometimes, people who are struggling may attempt to steal essentials. In other instances, financially disadvantaged people may feel that stealing is the only way to get something that they really want.
We live in a culture that is absolutely saturated by advertising. Products and services greet us on billboards, on the side of passing buses, on the radio, on the internet, on the television, even in our favourite sports. In addition, advertising has become increasingly linked to psychology over the years, to the point that today’s advertising is probably more effective than at any other time in history. As children, we grew up wanting the products that were displayed in shop windows and on TV and, as adults, most of us haven’t changed much.
In a world where status and success are more often than not considered in material, as opposed to emotional, terms, is it any wonder that some among our citizenry are so enamoured with the idea of having something that they are willing to break the law (and risk a prison sentence) to get it?
None of the above is designed to excuse the crime of shoplifting, it is our intent merely to try to understand why it happens in order to better prevent it.
The Psychology of Shoplifting
Sometimes, a thief has rationalised their actions internally, other times, they know that what they are doing is wrong – and they simply choose not to care. The psychology of shoplifting is therefore a complex subject. In this section, we will examine a few of the psychological factors that can contribute to the practice of shoplifting.
People with Obsessive Compulsive Disorder (OCD) may feel compelled to steal various things, and for various reasons.
Kleptomania, for its part, is the compulsion to steal certain items. It is considered to be a form of impulse control disorder. Kleptomania shares common traits with OCD, as well as addiction and mood disorders. A person suffering from kleptomania may be quite unable to resist stealing things, regardless of their financial circumstances, or even the potential consequences of getting caught.
Other mental health conditions that can cause a person to shoplift include depression, anxiety, and bipolar disorder. A person experiencing these conditions might steal for a number of reasons, including (but not limited to) being so distracted or overwhelmed by thoughts and feelings that they steal accidentally.
Shopping has been shown to release dopamine, a neurotransmitter associated with feelings of enjoyment and pleasure. However, a person of limited means might seek the same neurological ‘reward’ from shoplifting.
Moreover, shoplifting can provide a ‘buzz’ or adrenaline rush that can help people who are anxious or depressed to temporarily alleviate those conditions.
Shoplifting can also be addictive for various reasons. Once this habit is formed, some people may find it difficult to break (especially as not stealing usually means spending more money than usual).
In many cases, shoplifters need help more than they need punishment.
The human mind is a complicated, and still rather misunderstood, thing. Motivations, reasons, and rationales for any crime are usually as diverse and varied as the perpetrators themselves.
If one wishes to prevent a crime, it helps to understand as much as possible about what caused that crime to occur in the first place.
Common Shoplifting Tactics
There are many tactics used by shoplifters. In this section, we will highlight a few of them.
Hiding products beneath clothing, in bags, or inside other products that have already been purchased is a common shoplifting tactic. Perhaps the most common tactic used by shoplifters is simply sliding a product beneath a coat or jumper and heading briskly away from the premises.
Placing a product into pockets, handbags, backpacks, or etc, and simply leaving the store (or sometimes paying for something else first) is a simple and effective shoplifting tactic. It’s also possible to place one item inside another. For example, to buy a book and hide a greeting card inside it, or to buy an empty box and place something inside it, thus paying for one item while stealing another.
Other variations of this tactic include placing items in a child’s stroller (especially the compartments beneath the child’s seat, the canopy at the back, or behind the child themself. When caught, some thieves employing this tactic will feign ignorance or pretend that the theft was accidental. The sad part is that sometimes this is a genuine mistake, as parents (especially those experiencing ‘baby brain’, or else the general fatigue that often comes with raising children) will sometimes place items in the buggy for want of a free hand to carry them with and then simply forget to pay for them.
Some truly despicable thieves may even hand an item to their child in order to claim ‘plausible deniability’ in the event that they are caught.
Removing items from their packaging is also a viable, and oft-used shoplifting tactic. For example, it is possible for a shoplifter to remove an item from its packaging, thus ensuring that it will not set off any alarms when the thief leaves the store with it. This is a common tactic used by wayward children wishing to steal toys, but adult thieves often use it as well.
The ‘changing room switch’ involves taking a set of items into the store’s changing room, ostensibly to ‘try them on’. However, once in the changing room, the thief will simply wear the clothing beneath their original outfit, then leave the changing room and return some (but not all) of the garments before leaving the store with the stolen clothes.
Cooperation between thieves occurs when one or more thieves conspire to help one another steal things. As stated above, thieves sometimes form gangs so they can steal more things by working together. In such cases, it is common for one person to cause a distraction while the other performs the actual theft.
Using this tactic, one or more people may do something such as stage an argument or pretend to fall down or experience pain. This distracts the security operative (and/or staff), enabling their accomplice to make a quick, quiet exit with the stolen goods.
Another form of the distraction tactic involves asking a staff member to find or retrieve something, then either hiding items while nobody is looking, or simply grabbing items and leaving the store (see ‘grab and go’ below). A thief employing this tactic may also use an accomplice.
Yet another common form of shoplifting is known as ‘price switching’. As the name suggests, this technique involves switching the price labels between products. So, a product that isn’t on sale becomes a sale item, or an expensive item scans as being much cheaper than it’s supposed to be.
A particularly sneaky tactic involves attempting to obtain a refund for items that the thief has not actually purchased. In this way, a person may pick up, say, an item of clothing from the shop floor, take it to customer services and attempt to ‘get their money back’. Usually, proof of purchase is required for this type of transaction. However, some thieves may attempt to talk their way around this in order to be ‘refunded’ money they never actually spent (or even a replacement item).
The most common shoplifting tactic, of course, is the ‘grab and go’. This ‘tactic’ (if indeed it can be called that) simply involves grabbing an item (or items) and rushing out of the store. More commonly employed against shops that place merchandise too close to an exit, or fail to employ sufficient in-store security, this ‘hit it and hope’ style strategy can be surprisingly effective.
Experienced shoplifters often rely on timing, as well as a knowledge of the store itself (some are even employees or former employees). Sometimes, thefts are timed to coincide with deliveries, days when the shop is short-staffed, or on particularly busy days (perhaps even all three). Christmas, for example, is a particularly popular time to shoplift, as there is so much activity on the shop floor that the likelihood of getting caught decreases significantly.
Shoplifting can be ‘internal’ as well as ‘external’. For clarity, ‘external’ theft occurs when a person from outside the organisation steals from a business (in this case, a shop).
‘Internal’ theft, for its part, occurs when a person or people from inside the organisation (for example, employees) steal from the business. The techniques and tactics used here are usually different, but it is important to be aware of them nonetheless.
The motivations for internal theft range from staff simply giving in to temptation, dissatisfaction with pay rates or employee treatment, opportunism, or any of the same psychological factors described earlier.
Internal shoplifting techniques can include taking money from the till, and a variation of the ‘false refund’ tactic described above, wherein an employee abuses their position to gain a refund for an item they never purchased.
Additionally, employees may engage in the practice of ‘sweethearting’, which basically involves giving free items or discounts to their friends and family.
As we’ve seen, there are many ways in which a person or people can steal from a shop or other retail environment. It therefore pays for any retail security operative to be vigilant, as well as familiar with the many different tactics employed by shoplifters and other thieves.
Signs of Shoplifting: What to Look For
Although many shoplifters are accomplished at masking their true intentions, there are a few tell-tale signs to watch out for.
People who appear to be watching staff, security operatives, and CCTV instead of browsing the merchandise on display may well be attempting to steal something.
Refusing offers of help from staff or security, sometimes brusquely or with a rude intonation may be trying to ward off prying eyes so that they can take something.
People entering the store in groups, while not initially cause for concern, may warrant closer inspection. For example, if those people huddle closely together around a specific display or area, they may be attempting to steal something. Conversely, if the group splits up and heads to different sections of the store, this may be an attempt to employ the ‘distraction’ tactic described in the previous section.
People wearing baggy coats, or carrying large bags (especially if those bags appear to be mostly empty) may be attempting to steal things. If the clothing worn by the customer is incongruent with the weather outside (e.g., they are wearing a long coat in the height of summer), they may be suspicious.
On that note, foil-lined bags are sometimes used to negate the effects of security tags. This could merit taking a closer look at a person carrying one, particularly if it appears to be mostly empty.
A person taking a lot of clothing into a fitting room may attempt to leave the shop wearing more clothing than they came in with.
A person attempting to return merchandise without proof-of-purchase may also be considered suspicious, although this is not always the case.
Inexperienced shoplifters (particularly younger customers) may loiter in an area for too long, as they prepare to steal something. A customer who spends longer than usual in an area of the store without examining any products may present cause for concern.
Likewise, a customer who appears nervous (they may shake or sweat), checks their phone or watch regularly, or browses unrelated products with no apparent agenda or interest may be a shoplifter.
A ‘customer’ that repeatedly enters and exits the store without buying anything may be waiting for an exploitable opportunity to shoplift.
Finally, it is important to note that behavioural cues are what to look for when identifying a shoplifter. Beyond these suspicious behaviours (and, of course, not all who exhibit these behaviours are planning to shoplift), there is no one way for a shoplifter to appear. Shoplifters can be visibly rich or poor, may belong to any race, nationality or ethnicity, be of almost any age, and can represent any gender.
No one group is more predisposed to stealing than another, even the avowedly poor (whom, we might reasonably surmise, would have more motivation than most to steal) are not statistically more prone to shoplifting than anyone else.
A study discussed by ‘Business Insider’ found that, perhaps surprisingly, wealthier people were more likely to shoplift than poorer ones. According to the study, 18% of admitted shoplifters (the largest single group in the study) reported a household income of $100,000 or more per annum.
You cannot tell a shoplifter simply because of a person’s appearance. Behavioural cues and suspicious behaviour are the things to look for in all cases.
Shoplifting Prevention Techniques
In this section, we’ll suggest strategies for the prevention of shoplifting.
It is probably impossible to prevent shoplifting from occurring altogether. Unfortunately, determined, skilled, and clever thieves will usually find a way to get what they want. However, it is possible to significantly decrease the amount of theft experienced in a retail space. Here are a few tips.
First, we recommend that the store creates (or updates) a shoplifting prevention strategy. A prevention strategy outlines what the company will and will not do in the event of a shoplifting incident. It also formalises the store’s working practice and policies regarding shoplifting, such as the measures that may be taken to prevent it from occurring in the first place. As an aside, it may prove prudent to include some of the tactics suggested below in this strategy.
Essentially, a shoplifting prevention strategy outlines the company/store policy towards shoplifters, setting it all out in clear black and white for every relevant party to read. This act ensures that all staff are ‘on the same page’ as it pertains to shoplifting and shoplifters.
For one, the business should decide what their policy towards shoplifters actually is. Are all shoplifters prosecuted, for example, or will this be decided on a case-by-case basis? If a beleaguered pensioner walks out of the store with an inexpensive item, apparently by accident, should this be treated the same way as a gang of thieves attempting to shoplift according to a premeditated plan? By eliminating ambiguity, a clear and cohesive strategy can begin to cut down on losses almost immediately.
A good policy to enact is a strict refund/returns policy, wherein a customer cannot return an item without the original proof-of-purchase. This will eliminate all but the most elaborate attempts at committing refund fraud.
We recommend that clothing stores not only keep a member of staff stationed near to or at the fitting rooms at all times, but also that customers be required to show said staff members their potential purchases before entering the rooms. A policy could be created, for example, where each customer is only allowed a maximum of 3 items (or similar). In some cases, the number of items could be noted down before the customer enters the fitting room, and checked upon their exit. Another good policy might be to ban bags from fitting rooms.
We also recommend making some changes to the layout of the shop floor. Placing products near the door, for example, invites ‘grab and go’ theft.
The majority of shoplifting incidents are not premeditated, with over 70% of adults and young people stealing on a whim, or when the opportunity presented itself, rather than as a premeditated act.
A University of Cambridge study found that items that were displayed visually, but were less physically accessible, and placed in view of staff and other customers were less likely to be stolen than other items. Sometimes, the simple placement of merchandise can determine how tempting a target it is for a shoplifter.
It therefore helps to have shorter aisles that offer greater visibility to staff, security, and CCTV. This can not only prevent some shoplifting attempts, it can also discourage them.
We also recommend eliminating blindspots wherever possible.
Basic door alerts (such as a bell, a tone, or a buzzer) help staff to know when a customer has entered the store. This may help to prevent shoplifters from taking advantage of an understaffed or briefly unattended premises.
Lastly, checkouts should be stationed as close to the store’s exit as possible. This helps to limit options for the ‘grab and go’ shoplifters discussed earlier. Of course, cash registers should never be left unattended.
A clean, tidy, and organised store should prove a less tempting target for thieves for several reasons, including making it obvious when something is missing, and making it easier to spot a thief in the process of taking something.
Placing valuable items behind glass is good working practice as well, as prospective customers would have to ask to see the product before handling it. Station a member of staff close by at all times.
Increasing security (i.e., hiring extra security operatives and placing them in strategic positions around the store) is an obvious, but wise, tactic. This will greatly increase the chances of would-be shoplifters being caught, or simply discouraged from trying their luck in the first place. The same holds true for increased surveillance (such as CCTV or wall-mounted mirrors).
Adding security tags to the more valuable items can be very helpful also.
Signposting can help as well. A small plaque, sign, or piece of paper informing customers that thieves can (and likely will) be prosecuted can also work as a deterrent.
It helps to familiarise all staff with the tell-tale signs of shoplifting listed above, as well as to be aware of times favoured by shoplifters (for example, during peak shopping times, such as Christmas). If they are reminded to be vigilant, staff will be more likely to notice aberrant behaviour, including shoplifting. They can then respond in accordance with store policy.
Good customer service can also be an excellent deterrent to would-be shoplifters. A friendly, attentive staff (especially those that become more familiar with repeat customers) will help to reduce the number of shoplifting incidents experienced by the store. Staff who greet shoppers upon their entrance can be majorly off-putting to prospective shoplifters. Training staff to identify and confront shoplifters is a good idea related to this point.
Finally, careful, thorough stock-taking and inventory will also help give an accurate impression of how successful a shop’s anti-theft measures actually are, allowing them to be adjusted or re-worked accordingly.
What The Law Says
Shoplifting is an offence under the terms of the Theft Act (1968). However, the sentencing of shoplifters really depends on the value of items stolen.
If the thief has stolen less than £200 worth of goods, this is considered ‘low-value’ shoplifting, and is subject to the terms of the Anti-Social Behaviour, Crime and Policing Act (2014).
If the value is under £200, the maximum sentence is 6 months’ imprisonment. If, however, the stolen goods are valued at over £200, the maximum sentence is 7 years imprisonment.
Mitigating circumstances (including some of those listed in the ‘Motivations’ section, rehabilitation prospects, and a guilty plea) will likely be taken into account prior to sentencing.
What Security Operatives Can (and Cannot) Do About Shoplifters
Technically, a security operative (or retail security operative) has no legal powers beyond those of the general public. When it comes to shoplifting, retail security operatives are, more often than not, intended to act as a deterrent.
However, it is possible, in some instances, for a security operative to perform a citizen’s arrest. Dictated by the terms of the Police and Criminal Evidence Act (1984), a citizen’s arrest may only be performed in cases wherein a police officer (if present) would reasonably be expected to perform an arrest. It’s unlikely that a citizen’s arrest would be performed on a shoplifter, unless they were also behaving violently and/or causing a major disturbance.
A security operative is required to have viable evidence to support any accusations of theft.
Away from a citizen’s arrest (something every person has the right to perform under appropriate circumstances), security operatives have no formal powers of arrest, and many stores (perhaps fearful of litigation) do not advise their operatives to pursue or even attempt to detain shoplifters. In most cases, operatives are instructed simply to give a detailed account of the incident, along with a description of the shoplifter, to police. Sometimes, they may also be required to give evidence in court.
Security operatives may follow suspicious-seeming people around the store at their discretion. However, this must not cross into harassment, intimidation, or prejudice of any kind (remember to seek out behavioural cues, as opposed to anything else).
Operatives may also forcibly remove an unruly customer (just as a door supervisor is empowered to do at a pub, club, or venue) if the customer creates a significant disturbance and refuses to leave after being requested to do so. However, as with door supervisors, such physical interventions are strictly controlled by the laws applying to the use of reasonable force (basically, any force used must be a proportionate response to the threat offered or force used against the operative).
Security operatives may request that a customer suspected of shoplifting open their bags or turn out their pockets for inspection. However, the customer may refuse this request. The operative has no legal right to force the issue further. If the customer consents to a search, the operative conducting the search and the customer should be the same sex.
Operatives may legally search unattended bags (to identify a threat, or discover the identity of the owner), as well as searching an unconscious person to discover important information about their medical needs or identity.
Retail security operatives never carry weapons, however, they may be licensed to use items such as handcuffs, SmartWater/Tag, body-worn cameras, CCTV and more.
Some stores have more aggressive anti-shoplifting policies than others. While most stores will not expect their security guards to physically detain shoplifters, others might encourage it under certain circumstances. The level of engagement expected of retail security operatives really does vary from shop-to-shop, or company to company.
Ultimately, the law is the law, and the legal portions of this section apply equally to every licensed retail security guard in the UK.
Conclusion
According to recent figures, incidents of shoplifting in England and Wales have reached a 20-year high. It is little wonder, then, that the subject appears to be receiving some extra media attention of late. It is likely that difficult economic times are to be blamed for this, as well as many other worsening social trends.
As we’ve seen, shoplifting can be very damaging to a business, as well as harmful to those who depend on that business to make a living. It is, therefore, in everybody’s best interests that as much be done as possible to reduce shoplifting nationwide.
As a crime, shoplifting has probably existed for as long as there have been shops. The use of the word ‘lift’ in the context of thievery dates back at least as far as the 16th century, when City of London Recorder William Fleetwood wrote a letter to the Lord Treasurer explaining the apparent terminology around thefts and thievery, saying:
“Note that ffoyste (foist) is to cutt a pockett, nyppe (nip) is to cutt a purse, lyft (lift) is to robbe a shoppe or a gentilmans chamber”
The fact that this terminology has existed in the language for as long as it has is a testament to the enduring appeal (sometimes, necessity) of shoplifting. It is a crime older than most.
While shoplifting might never be stopped entirely, it can be lessened and, in some cases, prevented. Hopefully, the information and tactics highlighted in this feature will go some way towards helping to keep British shops safer from thieves of all varieties.