Behind the Counter: Rethinking Safety Amid Retail Violence

About this Webinar

As public-facing workplaces feel the pressure of rising aggression, the threat of customer violence and retail crime has evolved beyond isolated incidents. Gang-related attacks and growing incidents of staff-targeted abuse are now shaping safety strategies across the globe.

In this urgent and insight-led session, Michael Plunkett, Head of Safety at Kmart & Target, joins Craig Bleakley, Safety & Risk Specialist here at ecoPortal, to unpack the growing challenge of protecting both staff and customers in retail and service environments. From location-specific risk assessments to psychosocial implications, we’ll explore the real-world obstacles frontline teams face, and how employers can respond with smarter safety solutions.

Drawing on insights from recent incidents and its lessons, we’ll explore how risk management must evolve if retail organisations are to keep up with the shifting threat landscape. 

Who will benefit

• C-level executives and board directors from retail, hospitality, healthcare and other customer-facing industries.
• EHS, Risk, and Retail professionals who want to protect staff from customer aggression and crime
• Operations and HR Professionals looking to address emergencies and psychosocial safety in public-facing roles
• Safety Managers and Incident Investigators working to improve response protocols, reporting, and post-incident support
• Executives and Compliance Leaders navigating risks linked to workplace violence
• Organisations in High-Exposure Sectors (retail, hospitality, healthcare, transport) aiming to build a resilient safety culture

Key Talking Points

The New Retail Risk Map
How global crime trends, urban tensions, and economic hardship are reshaping safety strategies in retail and customer-facing sectors. What are the latest insights from the US, UK, and Australia on gang-related retail incidents. How organised retail crime is evolving, using social media, fast mobility, and anonymity.

Lessons from Recent Incidents 
Review of what worked/didn’t in incidents like the Bondi Junction stabbing or Westfield attacks.

Invisible Injuries: Psychosocial Risks in Retail
What are the long-term mental health effects of customer aggression on staff, especially young and marginalised workers. What regulators are saying about psychosocial hazards in service sectors.

The Impact of AI Surveillance  
A look at AI surveillance, facial recognition, and ethics in prevention of crimes and violence in customer-facing sectors.

Safety Design: How Store Layout, Policy, and Culture Influence Violence
From physical spaces to company policies, how retailers can create environments that de-escalate aggression and empower staff. Case studies from supermarkets, pharmacies, and transit hubs on crowd psychology and space design.