Sell more and lose less - with ECR Retail Loss

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.

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.

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.

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.

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.

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.

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.

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.