A taste of what’s in our retail security magazine next month.
The sad fact is that retail businesses have to combat the daily threat of crime from a multitude of sources, including burglary, vandalism, and theft by customers and even – unfortunately – from employees. This necessitates vigilance on by managers, and ever more sophisticated CCTV, writes Pauline Norstrom, Worldwide Head of Marketing at Dedicated Micros.
Today the cost of retail crime, from convenience stores to the major chains, remains high as evidenced by the 12th British Retail Crime Survey. In straight financial terms, customer theft cost the sector £589m in 2004 and, worryingly, staff theft amounted to £498m, significant increases on 2003 where the figures were £410m and £282m respectively. The impact of crime on profitability has, not surprisingly, meant that the retail sector has been at the forefront of the application of CCTV, in all of its guises, from the very earliest days, applying it to detect and deter theft on both sides of the counter.
The very latest digital technology is now being installed to maintain CCTV’s edge in this battle, doing away with tape management issues, and delivering databases and search facilities supporting identification of suspects. At Dedicated Micros we are leading the way in this area with our Retail Solutions (RS) range of digital video recorders. When it comes to entry level digital systems, which can satisfy the security demands and financial constraints of convenience stores, there is our Eco9. At the next level, the latest NetVu Connected Digital Sprite 2 has the ability to meet high street demands. A networkable DVR with its combination of digital video recording and multi user network viewing, the DS2’s MultiMode Recording capability allows it to ‘dynamically switch’ from storage efficient MPEG4 low resolution motion video recording to high resolution evidential quality JPEG images, while still streaming in either format from the same camera.
When it comes to multi-level department store the retail version of the DV-IP Server is particularly suitable, as units can be dropped in anywhere on the existing IT network.
For large shopping malls, that may have a requirement for a three month archive, the BX2 Continuous Archive (BX2 CA) solution offers RAID1 mirroring technology and removable drive caddies to allow continuous archiving of all recorded digital video footage. The ability of systems such as Dedicated Micros RS range to be integrated with other elements of the retail infrastructure greatly enhances CCTV flexibility and cost effectiveness. A case in point is the way that Ethernet data input is now possible via a DVR or video server allowing the user to conveniently link into a retail outlet’s IT network and back office systems. This capability does away with the limitations – and expense – associated with lengths of unwieldy cabling and the use of the network as a transport mechanism supports future expansion. It is also possible to tie-in solutions with other security measures like garment tagging so if tagged goods are taken through a security barrier, an in-store alarm will be triggered, and associated digital images will be stored.
Fighting shrinkage at the till
Historically, dishonest staff bogus refunds, on-sales, under-rings, loyalty card fraud and other forms of register theft have been notoriously difficult to catch, yet runs into the hundreds of millions annually. One of the key battlegrounds is POS (Point of Sale), with Digital Video Recorders (DVRs) now part of the retail security arsenal offering the potential for each cash register transaction to be associated with relevant CCTV footage in an event log. When this is combined with search facilities there is the capability for the rapid identification of suspicious till transactions. A retailer can track what is actually happening at individual registers, and there is potential for matching images to key inputs such as ‘void’ or ‘refund’.
Suspect tracking
When it comes to the actual CCTV cameras applied in a retail setting, undoubtedly it is aesthetically pleasing and flexible domes that have really made their mark, particularly as it is often preferable to have surveillance measures in place that can blend in; and overtly track offenders. The fact that individuals are not necessarily aware that they are being monitored, by a particular camera, places control of the situation back in the hands of shop security staff who can then choose the most appropriate moment to intervene. Operating in this testing environment a modern camera such as the Dennard 2040 indoor dome from Dedicated Micros has a x18 optical zoom and the ability to track people passing under the dome with a full 180 degree tilt mechanism, perfect for tracking suspected shop lifters around the store and zooming in on any slight of hand activities.
Chip and PIN
Few could have failed to notice that the roll-out of Chip and PIN to combat credit and debit card fraud. It is important that CCTV protects the privacy of customers when they enter their PIN number. Here the programmable privacy zone facilities of high speed domes, where distinct areas are blocked out, can be readily applied to protect the privacy of customers when they enter their PIN number in stores equipped to run the Chip and PIN programme. The old adage that information is power holds just as true in retail as anywhere else. We are seeing as part of this new security technology the emergence of ‘intelligent’ software features which can help retailers to add value and improve efficiency, by monitoring footfall and directional flow, stock on shelves through integration with RFID technology and then feeding this into new store layouts. In an ever more litigious world the GOTO date and time facilities of the latest generation DVRs can also be invaluable in dealing quickly and effectively with potentially costly issues such as customer slip and fall liability claims.
The best of today’s systems also support the ability to record audio alongside video images, which can prove invaluable in the case of abusive customers. We are now even seeing CCTV systems being fitted which can offer added value multimedia functions, in addition to the more usual security function, with marketing messages displayed on plasma screens placed around the store and this is something which we are likely to see much more of in future.
Retail realities
With retail CCTV solutions it can never be a matter of technology for technology’s sake but rather applying it in a user-friendly manner to deliver practical benefits for retail managers and security staff. Certainly the temptation amongst some till staff to defraud their employers or shoplifters to attempt to walk away with the latest designer goods is not going to suddenly disappear. Ultimately, it is a question of having the right systems in place, whether that is fast moving dome cameras or flexible networkable DVRs, to effectively manage stock and deter criminal activity in-store whatever that source might be.
Case study
Dedicated Micros systems in the Middle East safeguard some of the fashion world’s top designer labels including Chanel, Dior, YSL, Burberry and Versace as part of a massive security overhaul at one of the United Arab Emirates’ most prestigious department stores. Paris Gallery operates 22 stores across the United Arab Emirates, Saudi and Qatar. High profile locations include the capital state Abu Dhabi and international state of Dubai. Having earned a reputation as providing the ultimate, luxury shopping experience, Paris Gallery depends on top level security to ensure the safety of shoppers and protection of their highly covetable merchandise. Yassir El Sir, security manager for the Paris Gallery chain, consulted Eastern Link Information Technology (ELITE) for advice. ELITE recommended the latest DS2 and BX2 digital video recorders (DVRs) from Dedicated Micros networked to a central point for phase one of the roll-out. Saleh El-qasem at ELITE said: "For us the two main advantages of a digital system from Dedicated Micros; are inherent system stability due to a non PC operating system, and its scalability in terms of storage allowing us to tailor the system cost-effectively to our client’s precise specification. Phase two of the installation will include integration with Paris Gallery’s existing burglar alarm system to provide event triggered recording out of hours.” And Yassir El Sir said: "All the products we sell are of high value and easily portable, making them an attractive target for shoplifters, as well as in-house pilfering. The system has already paid for itself time and time again in terms of reducing shoplifting and stock shrinkage, major problems for all retailers, particularly in the luxury goods market. The digital system makes it extremely easy for images of any suspicious activity to be distributed instantly throughout all our stores – and to the police via e-mail. We had an incident recently where a shoplifter was caught on camera. The images were e-mailed to all stores where they were immediately printed out and displayed on staff noticeboards. The next day, the same person entered another one of our stores and sales staff easily identified them as a known thief. Since we installed the new digital system, in-house pilfering, or shrinkage, has dropped dramatically. Staff are fully aware that the system covers the whole shopfloor and stock areas and provides crystal clear images of every transaction. The system is also being used as a management tool to improve our customer service, something that we take great pride in. Management can use the system to monitor staff performance, particularly during busy periods, and use the information to redeploy staff as necessary. We can also monitor customer behaviour, recording the success of in-store or point-of-sale marketing displays. Because we can access any recorded images immediately, we have been able to settle any disputes with the minimum of fuss. The results achieved with the new system have far surpassed our expectations. The roll out will continue to all our stores across the UAE, with the second phase linking all systems to a central monitoring station located at head office."
