Agenda

Omnichannel retail has evolved faster than the tools designed to protect it. Offenders now move effortlessly between store and digital channels, exploiting the blind spots created by disconnected systems and siloed LP and fraud teams. In this session, industry leader John Matas introduces Unified Loss Orchestration — a practical operating model retailers can adopt themselves to finally see loss the way offenders do: across channels, not within them. Attendees will learn how to enrich in store transactions using the unused data points hidden in their online “digital exhaust,” creating a unified lens that strengthens investigations, connects the dots between commerce channels, and adds meaningful analytical firepower to the systems they already own.

Retailers are facing an alarming surge in phone‑based scams, fueled by increasingly sophisticated criminal tactics and the expanding reach of organized retail crime. Recent industry data shows that 70% of retailers experienced rising phone scams in the past year, marking one of the sharpest increases across all fraud categories. This session examines how criminals are exploiting phone‑based impersonation, AI‑generated voice technology and caller ID spoofing to deceive both customers and front-line retail employees. Panelists will also explore how phone scams act as gateways to broader fraud, including account takeovers, fraudulent returns, BOPIS exploitation and coordinated ORC activity targeting store teams. Attendees will leave with actionable insights into how retailers can strengthen defenses through cross‑functional fraud and AP collaboration, improved call verification processes, employee training and emerging AI‑based authentication technologies.

Return fraud has become one of retail’s fastest‑growing sources of loss — and one of the hardest to measure. In this 45‑minute panel, leading retail experts unpack the latest data on return fraud trends, the most common abuse patterns and why traditional loss prevention approaches often miss the full picture. Panelists will explore the internal challenges LP teams face, including measuring fraud at scale, clarifying ownership and aligning across departments. The discussion will highlight proven tactics for early detection, behavioral risk assessment and AI‑powered prevention methods. Attendees will leave with practical, actionable strategies to better identify fraudulent returns, protect loyal customers and strengthen their LP framework.