In our latest guest post, Ian Cairns, Sales Director at TalkTalk Business, explores how AI-driven data collection is transforming High Street retail and the wider implications for shopping centres and retail property managers.

Monitoring customer behaviour is nothing new in retail, says Cairns. Online shoppers are routinely tracked, often by consenting to cookies. This practice has become so normalised that it is now expected; tracking clicks, scrolls and page visits is standard.

In contrast, in physical stores, many people expect a higher level of privacy. The idea of being watched by cameras or sensors can feel far more intrusive than having online activity tracked, despite the data being similar. This perception matters, especially as retailers increase their use of in-store technology.

Security and accessibility are also critical. As data collection grows, retailers and shopping centre operators need robust, secure networks to ensure information is protected and can be used effectively. Without the right infrastructure, the value of these insights could be lost or compromised.

Research from TalkTalk Business and Don’t be Shy (since acquired by Lesniak Swann) found that 97% of senior IT decision-makers in retail believe automated retail will soon become standard. This includes technologies like environmental sensors and till-free checkouts. However, only 30% of frontline workers agree. This disconnect could be due to limited exposure to these technologies or concerns over job roles and data security. Regardless, smart retail technology is becoming more visible on the High Street, with consequences for individual stores and broader retail spaces. So, what does in-store customer analysis involve?

3D LiDAR as a data tool

A key technology gaining traction is 3D Light Detection and Ranging (LiDAR). Initially developed for autonomous vehicles, LiDAR uses laser pulses to create precise 3D maps and monitor movement. In retail, this means tracking how customers move through stores, identifying high-traffic areas, and analysing which shelves attract attention.

For shopping centre operators, LiDAR can reveal how footfall flows between stores and common areas. This insight allows for better layout planning, navigation, and strategic placement of tenants. It also supports data-backed lease agreements by offering clear evidence of customer flow.

LiDAR provides anonymous, GDPR-compliant data. This is crucial in maintaining privacy while allowing for in-depth behavioural analysis. Compared to CCTV, LiDAR offers more precise, interpretable and privacy-conscious information, making it a strong choice for modern retail environments.

Till-free shopping in action

LiDAR also supports automation in till-free retail. When integrated with weight-sensitive shelves and video cameras, it can track items picked up or returned. At checkout, the system automatically charges the customer and sends a digital receipt.

For shopping centres, supporting such stores boosts appeal. Tech-driven environments attract digitally minded customers and position retail locations as innovation leaders.

Understanding visual attention through eye-tracking

Another growing tool is 3D eye-tracking, which uses depth-sensing cameras to capture where customers look and for how long. This information is gathered without the need for headsets or calibration, allowing shoppers to move naturally.

Retailers benefit from learning what displays draw attention. This helps in adjusting product placements and marketing strategies. Shopping centre operators can use the same technology in communal areas to optimise advertisements, pop-ups, and signage.

This unobtrusive tracking can collect data from up to 1.3m away, providing a rich source of behavioural insight. Every glance contributes to a better understanding of customer preferences, enabling more targeted and effective layouts.

Balancing data power with responsibility

With technologies like LiDAR and eye-tracking becoming more common, the amount and detail of collected data are increasing rapidly. Retailers can generate valuable insights, using predictive analytics to inform business decisions. Shopping centres can adjust tenant mixes, enhance marketing and make their spaces more attractive.

However, with greater data collection comes the need for secure access and storage. Insights are only valuable if they can be accessed reliably and used safely. Without strong network solutions, even the most advanced analytics may be at risk.

Secure Access Service Edge (SASE) is one solution helping to meet this challenge. SASE integrates network and security functions into a cloud-based architecture, allowing businesses to maintain visibility, apply policies, and control access effectively. It supports the safe use of customer data and AI-driven insights.

Getting ready for the future

As IT decision makers and shopping centre managers look ahead, preparation is essential. A software-defined, cloud-based network provides the flexibility to adopt new technologies while keeping data protected.

Retail is evolving fast. With the right systems in place, retailers and shopping centre operators can stay ahead, improve customer and employee experiences, using technology to drive better outcomes across their environments.