Unattended shops, hybrid store formats, self-checkouts (SCOs), and mobile-first retail models are no longer just for early adopters. They’re becoming part of how people shop – in cities, rural areas, and remote stops along the road. These formats rely on technology to manage access, enable purchases, and guide the customer journey. Often with no staff on site.
Whether you're working with an unmanned store, a fully automated convenience setup or a hybrid concept, theft prevention starts with store design, not surveillance.
So how do you create a store that feels open but stays secure? That welcomes customers while also protecting your margin?
We spoke with Mikkel Groth-Andersen, Director of Innovation at Fiftytwo, about what it really takes to prevent theft in modern formats. These insights are based on real-world experience and reflect best practices for unattended retail, unmanned stores, hybrid concepts, and self-service checkout environments. These models are used in everything from container shops and highway rest stops to seasonal setups and neighbourhood grocery stores.
Even the best security setup won’t help if the business case isn’t solid to begin with. That’s Mikkel’s point when he says:
“Security is important, but it's not the reason a store fails. Most failures come down to a weak business case. You can’t patch over a bad concept with tech.”
He shares the story of a roadside shop where 7,000 cars pass daily. “On paper the business case looked fantastic. But no one ever stopped there before. And they didn’t after either.”
If there’s no local need, the best self-service setup in the world won’t help. The concept has to work first.
In traditional stores, you’re anonymous until you pay. You browse, pick up items, and only at checkout do you identify yourself.
In unattended formats, it’s different. Customers identify themselves in the payment zone – using an app, a card or a code – as part of the checkout process.
“The moment you enter the payment zone and identify yourself – whether that’s at a self-service checkout or on your phone – we can track your visit and guide the experience.”
This moment creates structure. It sets a clear point where behaviour can be logged, responsibility begins, and trust is supported – all without adding friction to the experience.
It’s not about watching people. It’s about letting the system know when someone is ready to act fairly.
Learn more about our access control approach for unattended and hybrid stores: Reach new markets and offer 24/7 convenience
Mistakes happen. People forget to scan items or get distracted. That doesn’t make them dishonest.
“We don’t accuse people. We say, ‘You scanned 12 items, but we detected 13. Could you check again?’”
Most people appreciate the nudge. And those who had bad intentions now know they’ve been noticed, without confrontation. This is loss prevention in practice: quiet, clear and human.
Nobody likes unnecessary friction. But when customers understand why something happens, they’re usually okay with it.
“If a customer has to identify themselves once, and they understand why, most are okay with it.”
Think of it like entering a gym or office. It doesn’t feel like surveillance. It feels like structure. In unmanned stores or hybrid setups, that structure builds confidence and helps avoid misuse.
It’s easy to fall in love with a retail concept. But it won’t work if the local context isn’t right.
“Ask people. Ask them again later. If more say yes the second time, you’re on to something.”
He mentions a small unattended shop by the harbour in Rødby, a coastal town in Denmark. “Yes, someone might steal two beers at 4 a.m. But the locals support the shop. They feel it’s theirs. That makes a bigger difference than any camera.”
It’s not about being perfect. It’s about being present in the right place, with the right mindset.
This isn’t about surveillance. It’s about understanding what happens inside the store during a visit.
Did someone linger in one area? Reach into their pockets near certain items? Leave with more than they scanned?
“It’s about recognising the flow. We don’t need to name anyone. We just look at how the visit unfolded – how the person moved through the store, where they stopped, and what they scanned.”
In AI-supported checkout and fraud prevention, it’s the behaviour that matters, not the identity.
Once a customer has identified themselves, their actions can inform other parts of the system.
“If someone consistently does things right, say thanks. Offer them a free soda.”
Self-checkout data, loyalty insights and even POS interactions don’t need to be siloed.
In a unified commerce setup, these systems work together – helping retailers support good habits, reward the right behaviours and quietly reduce the wrong ones.
According to Mikkel, most people want to do the right thing. Stores should make that easier.
“Technology should reinforce the social contract, not replace it.”
Set clear expectations. Make it easy to fix mistakes. And reward honesty when you see it.
“You don’t need to catch every thief. You need to design for everyone else.”
That’s how unattended retail really works – not by suspecting the few, but by supporting the many.
That’s what it all comes down to. Not more control, but a system that makes trust work.
When customers check in, their visit becomes visible. When the flow feels fair, mistakes are fewer. And when the concept fits the local context, people want it to succeed.
As Mikkel puts it:
“You now have to actively steal – and leave your business card at the door.”
That shift changes everything.
Start with a solid foundation. Build in clear access and transparent feedback. Let systems support – not replace – your customer relationships.
And design something that people want to be part of.