With a focus on Active Shooter Response, Workplace Violence, and Security, NRF PROTECT 2019 did not disappoint

A couple of weeks ago, I had the pleasure of attending my very first NRF (National Retail Federation)PROTECT conference from June 11–13, 2019 in Anaheim, CA — right next door to the happiest place on Earth, Disneyland. NRF PROTECT is the largest retail and restaurant loss prevention event in North America. LP professionals gather annually to equip themselves with valuable industry knowledge, techniques, and the latest technologies so they can tackle their biggest loss prevention challenges.

As someone who frequents technology-focused events in San Francisco and Silicon Valley, this conference was different. It focused on topics I’m passionate about — workplace violence, active shooter response, safety, and empowering others to know what to do when a crisis hit. As someone who studied Political Science as an undergrad at UCLA to be an FBI agent or go to law school, took self-defense classes for over 10 years and worked in the front-lines and corporate side of retail, I was intrigued.

Day 1: Opening Party

I flew into Long Beach, CA on June 11 to make it in time to the Opening Party. From the moment I got there to get food at their buffet, I immediately met the President of a security solutions company and discussed the current state of security in retail, businesses, safety training, and leadership. I learned that workplace violence and active shooter training is something the industry is prioritizing and even exploring innovative ways of delivering training to employees. I asked him whether they’ve looked into VR as a potential solution. It turns out that they were! (To provide some background, my company, MindGlow, created an active shooter response training tool using VR. How fitting!)

I walked away back to my hotel excited about the sessions and the people I’ll meet during the rest of the conference.

Day 2: Workplace security: Tackling Complex Challenges

Speakers:

Joseph J LaRocca (RetaiLPartners)

Scott McBride (American Eagle Outfitters Inc.)

John McMahon (Los Angeles Police Department)

Dan Ryan (Brookfield Properties)

Kathleen Smith (Albertsons LLC)

Session Summary:

An average of nearly 2 million American workers have been victims of violence at work and workplace homicides are climbing. With ORC crimes escalating, drug use accelerating and the incidence of violent crimes worsening, retailers need a robust plan for addressing all aspects of workplace security.

Key Takeaways:

• When you make a workplace violence protection plan, tell your partners and local agencies so they are aware.
• Workplace violence solutions are more than the store. It’s about active shooter presentation management, incorporating it into all your training, and using your brand to rebrand the Run-Hide-Fight method.
• Most retail companies are young. How will you engage them?
• Every police department has a community relations management department. Figure out who they are and use them.
• Having a network amongst other retailers, vendors, security teams, and consultants are important. Everyone has a part of the solution to keep employees
• Ongoing planning, training, and post-incident assessments are essential.

Day 2: The undermining effects of unconscious bias

Speakers:

Carla Harris (Morgan Stanley)

Keith White (Gap Inc.)

Session Summary:

Unconscious bias can impact business in multiple ways from undermining recruiting efforts and employee development to impairing diversity and retention rates. The result: a disconnected culture that has a degenerative effect across an organization. This session is a discussion of the steps business leaders must take to drive diversity and minimize both conscious and unconscious biases.

Key Takeaways:

• There’s a difference between a mentor and a sponsor. A mentor is someone you can be vulnerable with and can help guide and provide advice. A sponsor is someone who knows you and has a voice on the table. Ask yourself — who’s speaking for you when things come up.
• People generally need to feel needed. It’s hard for people to say no if you say you need them.
• When it comes to diversity, the problem may not be about recruitment, but the retention process as soon as they get in-house.
• If you want to be an inclusive leader, you need to show each member of your team that you hear them, you see them, and solicit their voices as part of the team.
• Listening is the #1 skill. As a leader, you will react naturally.

Day 2: Active threat response: Steps toward mitigation

Speakers:

Brendan King (Crisis Consultant Group LLC)

Patrick McEvoy (Hudson’s Bay Company)

Session Summary:

No one knows when or where an active shooting may occur; what we do know is that incidents are on the rise and most occurred in places of business, such as a shopping mall. This session provides tactics on the safest and smartest ways to prepare and respond, along with techniques to help prevent the development of violent situations.

Key Takeaways:

• An active threat is an individual or group of individuals actively killing, harming, or threatening random or targeted acts of violence.
• Active threat response is a set of actions taken in order to prevent, stop, or mitigate harm from an active threat.
• The RUN-HIDE-FIGHT method is best applied when you know where the active threat is.
• Employees and managers will most likely be looked upon for directions and support.
• Situational safety is the combination of situational awareness and situational understanding placed into action.
• Situational awareness includes looking for signals/changes in normal patterns, paying attention to what is being said or written, observing obsessions or preoccupations relating to violence, and prior history of violence. It also includes listening to statements, comments, jokes, and disrespectful words regarding harming others, themselves, specific groups of people, government, law enforcement or authority/administration.
• If you notice signs, tell a coworker, manager, HR/Admin, and/or law enforcement.
• Your choice of RUN-HIDE-FIGHT depends if you are in a certain zone: 1. Direct Threat Zone 2. Indirect Threat Zone 3. Out of Range Zone.
• Having a survival mindset means visualizing where you need to go, having an expectation that you will get there, and the motivation to take action.
• When you interact with law enforcement, make sure that your hands are empty and you obey what they say.
• Assist in sharing shooter location and description, medical treatment, and directions if you can.

Day 3: De-escalating volatility: Turning down the volume when tensions build

Speakers:

Sandy Chandler (Bloomingdales)

Rob Holm (McDonald’s Corporation)

Jesse Stanley (Strongside Principles LLC)

Session Summary:

When the customer discovers that a “must-have” item is out-of-stock, tempers can flare. Asking frontline associates — often young and not very experienced — to step in and defuse the situation is a major challenge. The importance of empathy while firmly yet calmly asserting the rules are just the first steps toward preparing store associates to manage aggressive behaviors.

Key Takeaways:

• Violent cases are going up and employees need to be trained to look for verbal and non-verbal signs.
• The goal is to not argue with a customer but to remove the fuse. As a manager, remove the employee from the situation.
• Concentrate on safety first. Get the employees out of the way, then get things that can harm others out of the way.
• Cameras in the places of business can become fixtures over time. Now, there is a strong possibility that customers will be recording you.

Day 3: Preparing for the next disaster: An outline for impact mitigation, management, and resiliency

Speakers:

Brett Abbott (Target)

Bryant McAnnally (Disney Store North America)

Session Summary:

Natural disasters can strike with little or no warning. How retail executives effectively approach related risks requires equal measures of preparedness, responsiveness, and resumption, along with a resilient mindset. It’s imperative to minimize the impact of these events by preparing for the immediate employee and business needs and to maintain the continuity of the revenue stream following an event. This session focuses on how to prepare for crisis events and adapt to each event that unfolds.

Key Takeaways:

• When planning your strategy, think of the full scope of what you’re trying to protect.
• To be in the State of Readiness, establish trusted partner networks in advance with the public and private sector to aid assessments and support.
• Create a culture of preparedness. Realize that this is an evolving program and conduct annual training at all levels.

Day 3: Protecting your brand: Turning crisis into opportunity

Speakers:

Hitha Herzog (H Squared Research LLC)

Judy A. Smith (Smith & Company)

Session Summary:

Crises can happen at any time. In this session, Judy Smith and Hitha Herzog discuss their experience with crisis management issues.

Key Takeaways:

• The key to recovering from a crisis is through time, having a strategy and a plan, and being authentic.

Conclusion

The main takeaway I got from NRF Protect is the importance of community, connection, and safety. All the presenters, speakers, and attendees were all very open and knowledgable about the physical and digital security space. I didn't quite cover my Expo Hall experience. However, I did meet with companies working on some fascinating products and services like facial and body recognition, disaster tracking, and communication technologies.

What are your thoughts about this conference write-up? Is there anything you’d like to hear more about regarding workplace violence and safety? What do you want to hear more about? Feel free to comment below or reach me at [email protected].

About MindGlow:

At MindGlow, we are creating the future of safety training for the workplace — starting with active shooter response. Our Active Shooter Response VR training tool is for trainers and consultants to enhance their students’ experience when teaching workplace violence, active shooter response, and safety. You can find more information at https://www.mindglowinc.com/.