Behind the Counter: Rethinking Safety Amid Retail Violence

As public-facing workplaces feel the pressure of rising aggression, the threat of customer violence and retail crime has evolved beyond isolated incidents. From organised attacks to growing instances of staff-targeted abuse, the safety landscape is shifting rapidly. How do employers protect their frontline teams without compromising the customer experience?

In this urgent and insight-led episode, Michael Plunkett, Head of Safety at Kmart & Target, joins ecoPortal’s Craig Bleakley to unpack the growing challenge of protecting both staff and customers. We explore real-world obstacles, from location-specific risk assessments to the psychosocial impact of aggression, and how risk management must evolve to keep up with a shifting threat landscape.

Key themes:

The New Retail Risk Map: How global crime trends, urban tensions, and organised retail crime are reshaping safety strategies in retail and customer-facing sectors.

Lessons from Recent Incidents: A review of what worked and what didn’t in recent major incidents, drawing on lessons from events like the Bondi Junction and Westfield attacks.

Psychosocial Risks in Retail: Understanding the invisible injuries—the long-term mental health effects of customer aggression on staff and what regulators are saying about psychosocial hazards.

Safety by Design: From store layout to AI surveillance, how physical environments and smart technology can influence violence and de-escalate aggression.

This episode is essential listening for Retail and Hospitality executives, EHS professionals managing public-facing risks, and HR leaders addressing psychosocial safety and incident response.

Featuring:

Michael Plunkett, Head of Safety at Kmart & Target

With over 16 years of experience in risk management across retail, logistics, and construction, Michael brings a strong track record of strategic planning and mental health initiatives. He is a people-first leader with deep expertise in engaging stakeholders from the frontline to the executive board to deliver safer work environments.

Available now on all major podcast platforms.