Quail Digital unveils safety-focused retail headsets

UK communications specialist Quail Digital has launched a new wireless headset system for retailers as industry bodies report record levels of shoplifting and rising violence against store staff.

The company has unveiled its Pro12 Retail Wireless Headsets system for use across shop floors, stock rooms and checkout areas. The launch comes as retailers report growing concern over shrinkage, staff safety and in-store incident response.

Police recorded 529,994 shoplifting offences across the UK in the year to June 2025, according to the Office for National Statistics. This represented a 13% increase year on year and the highest annual total since current recording began.

The British Retail Consortium estimates that the real volume of theft incidents is far higher. It says the number may exceed 20 million a year because many cases go unreported.

Customer theft alone is estimated by the BRC to cost the UK retail industry around £2.2 billion annually. The organisation also reports more than 2,000 incidents of violence and abuse towards retail workers every day.

Focus on coordination

Quail Digital positions the Pro12 system as a tool for tighter coordination between in-store teams. The system uses wireless headsets worn by staff in different areas of a store, including sales floors, warehouses and checkout zones.

The company says the product has been engineered to strengthen in-store response, improve team coordination and support faster reactions to incidents on the shop floor. It also links the technology to staff safety and asset protection.

Tom Downes, Chief Executive of Quail Digital, said the system is designed for constant communication between staff in different locations within a store.

"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," said Downes, CEO, Quail Digital.

The system uses speech recognition technology for hands-free use. Staff can speak into the headset and connect with colleagues without leaving their position.

"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," said Downes.

Integration with store systems

Quail Digital, founded in 1995, develops wireless communication systems for commercial environments. The company says the Pro12 platform links with a range of existing store systems.

The headset system can integrate with audible alarms, kiosks and call buttons in-store. It can also connect with store AI systems and telephony networks.

The firm says this structure sends alerts and key messages directly to relevant staff with minimal delay. It also sets out a route for retailers that want a single communications layer above mixed legacy systems.

Downes said the Pro12 includes features that retailers can use for incident escalation across a site.

"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," said Downes.

The Red Button feature interrupts standard traffic on the system. The urgent message then reaches all connected headsets at the same time.

"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," said Downes.

Scaling across chains

Quail Digital is pitching the Pro12 system at both single-site stores and multi-branch operators. Retailers can roll out the headsets in individual locations or across national chains.

The firm says the system acts as a consistent store communication platform. It describes the product as suitable for retailers that want to reduce losses, strengthen security and maintain staff protection.

Downes said the wider retail context has influenced customer demand for this type of technology.

"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.

He linked the communication tool to several use cases in-store, including safety and operations.

"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," said Downes.