Marks & Spencer's chair warns self-checkouts fuel shoplifting surge.

Marks & Spencer's chair warns self-checkouts fuel shoplifting surge. Archie Norman argues that self-service technology weakens the human connection between retailers and customers, making it easier for otherwise honest shoppers to justify not paying for items when scanning problems occur. The retail leader's comments highlight a growing concern across the industry about how automation may inadvertently encourage theft. Norman suggests the lack of human interaction removes a psychological barrier that traditionally prevented customers from stealing. This observation reflects broader retail challenges as major chains invest heavily in self-checkout systems to reduce labor costs, yet face mounting losses from unintended or deliberate non-payment. The issue presents a critical business dilemma for retailers balancing operational efficiency against security and customer behavior.