Self-Checkouts & Shoplifting: M&S Chairman Sounds Alarm

Rise in Shoplifting Linked to Self-Service Technology

Archie Norman, Chairman of Marks & Spencer (M&S), asserts that self-service checkouts are unintentionally contributing to a surge in shoplifting. He notes this increase occurs even among customers who would not typically engage in theft, attributing it to difficulties with the technology and insufficient staff support.

Usability Issues & 'Honest' Theft

Norman explains that when items fail to scan at self-checkouts and assistance isn't readily available, customers may rationalize taking the item without paying. He emphasizes this isn't about deliberate criminals, but rather “good, honest people” making a quick decision due to inconvenience. He advocates for improvements in the usability and reliability of self-service technology, rather than a complete return to traditional checkouts.

M&S Expansion & Coinciding Theft

Marks & Spencer has recently expanded its use of self-checkouts, installing 800 new units in 2023 as part of a plan to achieve £150 million in savings. However, this expansion appears to coincide with a rise in theft, prompting Norman to publicly address the issue.

Organized Crime & Calls for Police Intervention

The problem extends beyond simple scanning errors. Norman highlights a concerning trend of organized retail crime, citing an incident at an M&S store in Clapham, London, where a mob of approximately 100 teenagers ransacked the premises. He argues these incidents are a serious breach of public order requiring a robust police response.

Appeal to London Mayor

Norman has directly appealed to London Mayor Sadiq Khan to prioritize “effective policing” to address the growing concern. He believes a strong police presence is crucial to deterring such incidents and ensuring the safety of retail environments.

Sainsbury's Response & Facial Recognition

Simon Roberts, Chief Executive of Sainsbury’s, has also reported a concerning number of serious incidents. Sainsbury’s has implemented facial recognition technology for staff, resulting in a 46% reduction in theft and a 92% deterrence rate for repeat offenders in stores using the system. Roberts also supports increased police visibility.

Data Concerns & Offense Reclassification

While official data indicates a slight decrease in reported shoplifting incidents in 2025 – down 1% from the previous year – experts caution this may be misleading. A recent clarification from the Home Office regarding offense classification has led to incidents involving violence or threats against staff being reclassified as robbery, potentially artificially lowering reported shoplifting figures.

Need for a Comprehensive Approach

The situation demands a comprehensive review of security protocols, improvements to self-checkout technology, and collaboration between retailers, law enforcement, and policymakers to ensure the safety and security of businesses and consumers.