Robert Miller leads Sensormatic’s North America Commercial team, overseeing the region’s overall success. With more than 30 years of experience in sales and operations—including leadership roles at Sensormatic, Tyco, and Prosegur—Miller brings a wealth of expertise to empower retailers against theft and loss.
Learn more about Robert’s journey and his vision for Sensormatic in this exclusive Q&A!
LPM: To start, can you share a bit about your personal background and how your retail journey has shaped your career?
Robert Miller: I’ve been connected to Sensormatic for more than 25 years, though my path with the company hasn’t always been a straight line. I started in 1991 as a sales representative. Those early years were all about hustle—learning the industry, mastering the products, and understanding retail’s unique challenges. Back then, communication was very different, with phone booths being part of the daily routine!
After nearly a decade, I left when Tyco acquired Sensormatic. I decided it was time for a fresh start, exploring new opportunities to broaden my perspective. Even away from Sensormatic, retail remained central to my career. I worked as a consultant and stayed close to the industry, maintaining strong ties with retailers, vendors, and integrators.
In 2007, I returned to lead our Canadian division, eventually taking on larger roles, including overseeing all North America Sales and Operations. Along the way, I navigated plenty of highs and lows—multiple business transitions, shifts in technology, and the constant reinvention that retail demands.
Last year, Sensormatic president Tony D’Onofrio asked me to return to help reinvigorate our retail focus. For me, it has been a full-circle moment. After three decades of change and growth, I am right back where I started—and I’m excited to be back to help shape the future of retail alongside the team and the industry.
LPM: You’ve been actively engaging with retailers recently. What key insights or trends are you hearing from them?
Miller: Retail is undergoing one of the most dramatic shifts in its history, driven by significant changes, particularly in the wake of COVID-19. While the pandemic initially forced widespread closures and fueled predictions of retail’s decline, many resilient retailers adapted quickly, emerging with new models focused on frictionless shopping and enhanced customer experiences.
At the same time, changes in laws and enforcement have emboldened criminals. Theft has become more organized, more aggressive, and more damaging than ever before. These pressures have pushed many retailers to take drastic measures—such as locking up merchandise—which can compromise the customer experience and ultimately impact sales.
Despite these challenges, they have also created opportunities for vendors and integrators to step in with innovative, tailored solutions designed to meet the unique needs of each retail sector. Our mission is to help retailers combat loss while supporting their ability to evolve and thrive in this new era of commerce.
LPM: What specific concerns are retailers expressing about loss prevention right now?
Miller: Organized retail crime (ORC) remains one of the biggest challenges facing the industry. Retailers continue to grapple with stolen merchandise, which negatively impacts sales and forces them to take drastic measures, such as locking up products. Encouragingly, there is growing collaboration among retailers—sharing resources, case information, and video evidence—to combat ORC more effectively.
The current focus is on keeping bad actors out of stores altogether. If they do enter, drawing attention to them and implementing deterrent measures can help prevent theft. It’s all about taking proactive steps and fostering teamwork to minimize losses.
LPM: How is Sensormatic positioning itself to help loss prevention professionals navigate these challenges?
Miller: Sensormatic is evolving to meet these challenges head-on. A key focus has been leveraging advancements in RFID technology, which provides retailers with real-time inventory visibility. This ensures shelves are stocked and enhances the overall customer experience.
We’ve also integrated RFID into electronic article surveillance (EAS) systems, creating solutions that benefit multiple stakeholders—not just loss prevention teams, but also operations and merchandising. This holistic approach maximizes budget efficiency while delivering measurable results, helping retailers protect their assets and optimize their budgets simultaneously.
LPM: What sets Sensormatic apart from other vendors in the loss prevention space?
Miller: We are evolving loss prevention by integrating proven EAS technology with advanced tools such as RFID and video analytics. By building on the foundation of tried-and-true solutions like EAS, we’ve created a smarter ecosystem that enhances existing investments while introducing powerful new capabilities. For example, instead of simply alerting staff when merchandise leaves the store, our systems now can identify exactly what was taken, tie it to video evidence, and provide immediate, actionable reports to retailers.
This integrated ecosystem helps retailers reduce shrink, improve inventory accuracy, and keep shelves stocked, all while delivering a smoother shopping experience for customers. By maximizing existing loss prevention technologies and layering in innovative solutions, we add significant value, creating a win-win for both retailers and their customers.
LPM: Can you share a sneak peek into Sensormatic’s upcoming solutions or initiatives?
Miller: Sensormatic is a full-service provider, collaborating with top-tier video partners to deliver cutting-edge solutions. Advancements in camera technology now enable real-time insights across multiple locations, allowing retailers to instantly track theft or suspicious activity without the need to sift through hours of footage.
Our role is to serve as the conduit between retailers and our innovative partners, ensuring they have the tools necessary to combat theft and improve operational efficiency. These advancements are revolutionizing the way retailers approach loss prevention, making it faster, smarter, and more effective.
LPM: Is there anything else you’d like to add?
Miller: Sensormatic’s commitment to the retail community starts with a customer-first mindset. Our focus goes beyond helping retailers combat theft—we’re dedicated to truly understanding their challenges and collaborating to innovate solutions.
While trade shows provide valuable opportunities to connect, we also prioritize meaningful, focused engagements where retailers can openly share their pain points. These conversations enable our subject matter experts to collaborate directly with them, crafting tailored strategies that drive real impact.
This collaborative, customer-centric approach allows us to align with the right partners and consistently deliver solutions that help retailers stay ahead in a rapidly evolving landscape.
Final Thoughts
Robert Miller’s leadership and insights reflect Sensormatic’s dedication to empowering retailers in an era of evolving challenges. From combating organized retail crime to leveraging cutting-edge technologies like RFID and video analytics, Sensormatic is positioned as a go-to partner for modern loss prevention.
