A new professional wireless communication solution has been launched by a UK firm as retailers face record levels of shop theft.Quail Digital’s new Pro12 Retail Wireless Headsets system arrives against a backdrop of escalating crime, as police recorded 529,994 shoplifting offences across the whole of the UK in the year to June 2025 according to the Office for National Statistics (ONS) – a 13% rise year-on-year, and the highest annual total since current recording began.
The British Retail Consortium (BRC) estimates that the true number of theft incidents across the sector may exceed 20 million per year, given many go unreported. Incidence of violence and abuse towards retail workers have surged to more than 2,000 per day, according to the BRC reports – customer theft alone is estimated to cost the UK retail industry around £2.2 billion annually.
Against this challenging backdrop, the Pro12 Retail Headset system has been engineered to ‘strengthen in-store response capabilities, supporting better team coordination, faster reaction to shopfloor incidents, and enhanced protection for staff and assets’ according to Quail Digital.
Tom Downes, CEO of Quail Digital, says the Pro12 Retail Headsets enable ‘instant, clear communication across shop floors, stock rooms and checkout areas’.
Downes said: “The system’s built-in speech recognition features can help staff respond to customer queries and product enquiries rapidly, as well as providing immediate team support amid security and safety concerns.
“The headsets use advanced speech recognition for a hands-free immediate interaction with other team members, and multiple user groups, enabling teams to communicate across multiple departments effortlessly – such as sales, warehouse, checkout, and management.”
The company, founded in 1995, says the Pro12 Retail Wireless Headsets system can integrate with existing store infrastructure – from audible alarms, kiosks and call buttons, to store AI and telephony ensuring that alerts and key messaging reach the right team members without delay.
Downes said: “For security and theft prevention, the Pro12 Retail Headsets include a ‘Red Button’ alert – a regular communication override feature, which delivers urgent messages across all headsets store-wide instantly.
“With advanced speech recognition on the headsets, users quickly and smoothly move between groups and call-up assistance, improve efficiency, support staff wellbeing and enhance the shopping experience – even under pressure.”
The system is scalable – from single stores to nationwide retail chains – offering them a ‘long-term, consistent communication platform for stores of all sizes seeking to reduce losses, bolster security, and protect staff’.
“UK retailers are operating in one of the most challenging environments we’ve seen in years – rising theft, labour shortages, and increasing customer expectations,” added Downes.
“Whether for safety, customer service or operational efficiency, stores need clear and immediate communication – especially in today’s challenging environment. Retailers are dealing with rising theft, labour shortages, and higher customer expectations – the Pro12 system is the solution to all those concerns.”
