Retail employees are advocating for an increase in security personnel within stores following the dismissal of a Waitrose employee who intervened during a shoplifting incident.
Waitrose has faced backlash regarding its treatment of Walker Smith, who was reportedly terminated just two days after he thwarted a theft involving items from an Easter egg display, which included popular Lindt chocolate bunnies, as highlighted by the Guardian.
Joanne Thomas, the general secretary of Usdaw, the union representing shop workers, expressed support for the implementation of a physical security presence in retail environments. She noted that ongoing discussions with employers are centered around enhancing protections for retail staff amid a surge in retail crime.
According to Usdaw’s 2025 annual survey, 59% of union members indicated they would appreciate an increased security presence in stores, citing the reassurance security guards provide, their deterrent effect, and their expertise in managing incidents. In addition to physical security, members also value enhanced safety measures such as advanced CCTV systems, facial recognition technology, body-worn cameras, and communication headsets that can help identify offenders and link employees to central support.
Following his dismissal, Smith received a job offer from Iceland. Richard Walker, the chief executive of Iceland, emphasized the need for shop workers to have access to additional tools, including artificial intelligence and potentially batons, to effectively deter thieves. Speaking on Good Morning Britain, he stated, “We should directly label shoplifting for what it is, often a violent crime. This reality necessitates more robust measures to ensure the safety of our customers and staff.”
Walker acknowledged the challenges of using facial recognition technology to combat theft, mentioning the presence of AI systems in their stores while also noting the concerns raised by the Information Commissioner’s Office regarding human rights issues related to shoplifters. He commented, “In many countries, such as Spain, store security teams are equipped with pepper spray and batons. While I am not advocating for arming store employees, I believe our security staff should have reasonable powers to address this serious issue.”
In February, a security guard was tragically fatally stabbed in Milton Keynes while performing their duties. In light of this, security personnel have been urging retailers to permit them to wear stab-proof vests during their shifts.
Daniel Garnham, general secretary of the Security Industry Federation (SIF), stated, “For years, we have pushed for essential personal protective equipment like stab-proof vests and body-worn cameras. However, security firms often defer to their retail clients, claiming such measures would be unappealing to customers.”
He further noted that security guards are often mocked on social media platforms such as TikTok due to supermarket policies that restrict them from physically intervening in thefts. “The companies enforce policies that mandate a non-confrontational approach,” he explained, adding that assaults against workers are increasingly common, prompting the SIF to launch a petition to classify assaults on security personnel as a distinct crime, akin to protections afforded to emergency service workers.
In response to the situation, Waitrose issued a statement emphasizing the significant risks involved in confronting shoplifters. “Our priority is the safety of all individuals, and we refuse to jeopardize anyone’s life. This is why we have stringent policies that are well-communicated and must be adhered to,” the statement read. It added, “We strive to avoid situations that could lead to tragic outcomes and reaffirm that no merchandise is worth risking lives.”
The retailer also commented on the media coverage, stating, “This reporting does not encapsulate the complete context of the situation. While we cannot discuss specific cases, we can confirm that appropriate processes are in place, including a standard appeals procedure.”
Lucy Whing, crime policy lead at the British Retail Consortium, remarked, “The safety of our employees is paramount for retailers, who have invested £5 billion in crime prevention strategies over the past five years. These measures include enhanced security staff, body-worn cameras, and anti-theft devices.”
For several years, shopworkers have been vocal about the need for improved safety measures. Last year, employees at Co-op expressed concerns about being required to work alone during shifts, especially amidst a rise in theft incidents, leading to fears for their safety.
Co-op responded by clarifying that over 90% of hours worked by staff do not involve working alone, and their store layouts are designed to avoid leaving employees unattended, particularly during busy periods such as store openings and closings.
