A NEW professional wireless communication solution has been launched in the U.S. as retailers face increasing levels of shop theft.
The Pro12 Retail Headset System from Quail Digital was showcased for the first time in the U.S. at the NRF Big Show 2026 in New York City at the Jacob K. Javits Convention Center (January 15–17, 2026), offering retailers a first-hand look at how this cutting-edge solution can transform in-store security and communication practices.
Retailers in the U.S. are facing a significant and escalating crisis due to a rise in theft in 2025, with projected losses reaching $115 billion by the end of the year, according to the National Retail Federation (NRF). Shoplifting incidents are estimated to be 93% above pre-pandemic (2019) levels, and the associated violence has surged by 81%. The average loss per individual shoplifting incident is approximately $514.71.
A significant majority of retailers (73%) report that shoplifters are exhibiting more aggression and violence compared to previous years, posing a major risk to employees and customers. The unsustainable level of theft has forced some major chains to close locations in heavily affected cities like San Francisco, Portland, and Chicago. Around 30% of all retailers report being forced to close stores due to theft-related issues.
In response to these trends, over 90% of retailers plan to increase their investment in loss prevention technology and strategies.
Against this backdrop, the Pro12 Retail Headset System - now available in the U.S. – has been engineered to ‘strengthen in-store response capabilities, support better coordination, ensure quicker responses to shopfloor incidents, and enhance protection for staff and assets,’ according to Quail Digital.
Tom Downes, CEO of Quail Digital, explains that the Pro12 Retail Headsets enable ‘clear communication across shop floors, stock rooms, and checkout areas’.
Mr Downes commented: “The system’s built-in speech recognition features help staff respond quickly to customer inquiries and product questions, while also providing immediate team support when security concerns arise.
“The headsets employ advanced speech recognition technology for hands-free communication, allowing team members to interact across multiple departments - including sales, warehouse, checkout, and management - with ease.”
Founded in 1995, Quail Digital notes that the Pro12 Retail Headsets can be easily integrated into existing store infrastructure, including alarm systems, kiosks, call buttons, store AI, and telephony, ensuring that alerts and key messages are delivered to the appropriate team members without delay.
Mr Downes continued: "For theft prevention and security, the Pro12 Retail Headsets feature a 'red button' alert, which overrides regular communication to broadcast urgent messages across the store in real-time.
"With advanced speech recognition, users can quickly switch between groups, request assistance, improve operational efficiency, enhance staff wellbeing, and elevate the customer experience - even during high-pressure situations."
The system is scalable, from single stores to nationwide retail chains, providing a ‘long-term, reliable communication platform for businesses of all sizes aiming to reduce losses, bolster security, and protect their staff’.
"Retailers across the U.S. are navigating one of the most challenging periods in recent memory, with escalating theft, labor shortages, and rising customer demands," added Mr 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, labor shortages, and higher customer expectations – the Pro12 system is the solution to all those concerns.”
