Shoplifting, Fear, and Fighting Back

 A story of shoplifting, solidarity, and the quiet strength of our community

Some things we never get used to, even after years of running a shop.

That feeling when you realise someone’s stolen from you.
The pit in your stomach. The shakiness. The mix of rage, shame, and helplessness.
It hits hard -  no matter how strong you are.

If you’ve experienced it, I’m so sorry. I have too.
That’s why I wanted to share this story. Not because I have the answers,  but because something happened in our shop recently that reminded me we’re not alone, and we’re not powerless.

What happened

It was a normal day. A customer had come in, browsed for a while, and left.

But something didn’t sit right.

It wasn’t our team who noticed first,  it was other customers. They’d seen her acting oddly and quietly mentioned it at the till. But by that point, she’d already gone.

We checked the CCTV.
She’d taken her time. She looked confident, comfortable even. And she’d helped herself to £1,300 worth of products, all stashed into the cavernous pockets of her dry robe-style coat. No bag. No basket. Just swift, calculated theft. She was clearly no beginner.

I felt sick.

What I did next

The day before, another local shop had posted CCTV images of two completely separate thefts and had a huge wave of public support.

It gave me the courage to speak up too.

So we posted our own footage on social media.

The response was overwhelming

Within minutes, people were messaging us.

They recognised her. They named her. They told us they were disgusted. Some had seen her do it elsewhere. Others said they’d always suspected her. It snowballed — shared on Facebook groups, talked about in the village. Shopkeepers and shoppers alike were furious.

We passed everything to the police and to their credit, they really did step in. They searched her home. Interviewed her.

Not long after, she was caught again, red-handed, in another shop.
She went to court. She pleaded guilty.
We were granted a compensation order.

I know we were lucky. I know it doesn’t feel like enough. But it was something.
More than anything, it was recorded. It wasn’t just an invisible crime brushed under the carpet.

Why I’m telling you this

Not to offer a fix.
Not to say “you should do what I did.”
Just to say, I know how heavy this all feels. And I know how easy it is to stay quiet, because it can feel like no one’s listening.

But when we spoke up, people were listening.
Loudly. Kindly. Passionately.

And it made me realise something I’d been forgetting:
Customers care.

Shoplifting isn’t just about loss - it’s about fear

The financial hit is real. But it’s the emotional toll that lingers.

It makes you second-guess people.
It shakes staff confidence.
It eats away at the part of you that loves running a shop.
And it leaves you feeling exposed, not just as a business, but as a person.

So no, we don’t always have the time or energy to fight it.
But we also don’t have to take it lying down.

Even small steps matter. Even just saying out loud, “this isn’t okay.”

And what stayed with me most: the support

The conviction was good. But it wasn’t the most powerful part.

What meant the most was the solidarity.
The customers who stood up for us. The fellow shopkeepers who checked in. The quiet messages that said, “This has happened to us too.”

That wave of support is what stayed with me.
And it made me think, what if we didn’t wait for something bad to happen before people rallied?

What if we found ways to make customers feel like part of what we’re building all the time?

That’s what I’m working on now

This year, I’ve been creating simple, meaningful campaigns to help shopkeepers connect with their customers and remind them why independent retail matters.

• Small Shop Summer (running until the end of August)

• Thinking of You Week in September (with the GCA)

• Christmas Starts in Small Shops, launching this November

They’re not fancy. They’re not hard to join. They’re just honest, practical ways to keep your shop visible, loved and supported, even when things are tough.

And behind the scenes, I’m working on something longer term too.

🧡 The Small Shop Supporters Club a way for the public to discover, support and stand up for independent shops year-round. Not just when something goes wrong.

You’re not alone

If you’ve dealt with theft - I see you.
If you’ve had your trust shaken - I’ve been there too.
If you’ve ever sat in the stockroom holding back tears or rage, wondering if it’s all worth it - please know, you’re not the only one.

The pain is real. The exhaustion is real. The fear is real.
But so is the strength in this community.

And that’s what I want to build on - through our stories, through our campaigns, and through something bigger that’s only just beginning.

We might feel small, but we’re not powerless.
Not when we stand together.

💌 Want to stay connected?

Join the mailing list for free campaign updates, smart shopkeeper strategies, and first access to the Small Shop Supporters Club.

Follow along on Instagram → @smartshopkeepersclub