Building digital trust: Why Australian retailers must prioritise EMM

Recent cyberattacks on global retail giants have highlighted significant vulnerabilities in the retail sector's cybersecurity infrastructure. Brands such as Harrods, along with Australia furniture retailer Early Settler who confirmed they were victims of a data breach that exposed the information of 1.1 million customers, prove that these incidents do not only result in financial losses but they also erode customer trust and loyalty, arguably the most critical asset in today's competitive market. In fact, more than three-quarters (76%) of consumers globally say that the reassurances a retailer provides about data protection significantly influence their decision to visit a store physically.

Retail today is a high-stakes game. A single breach can expose sensitive customer information, cease operations and inflict irreversible damage on a brand's reputation. And the growing reliance on mobile applications and devices, remote working and cloud-based retail systems has only expanded the attack surface, increasing the urgency for businesses to tighten their cybersecurity practices.

Cybersecurity must be a board-level discussion, and a core business priority integrated into every device, system and application. The risk of compromising consumer trust, operational uptime and brand equity is simply too great to ignore. Yet technology and human training and awareness needs to go hand in hand.

Mobile is the future – And a growing risk

From mobile point-of-sale systems and self-checkout tablets to handheld stocktake scanners and apps for field delivery teams, retailers are more reliant than ever on mobile devices to deliver convenience, speed and deliver excellent service. If unmanaged, each of these devices provides a potential entry point for cybercriminals, especially if they are lost or stolen and when they are in shared environments amongst staff and customers.

This risk is compounded by the decentralised nature of modern retail environments. Employees may work across multiple stores, bring their own devices, or operate remotely in fulfilment or delivery roles. These devices are often shared across shifts and stores, and each user may need access to different applications and systems depending on their role or responsibilities. Without a centralised system to secure and manage all these endpoints, retailers are essentially leaving the back door open to increasingly sophisticated threats.

A common response to this challenge is to layer more software tools on top of existing systems. But while this might offer some surface-level protection, it often adds complexity, creates management headaches and leaves gaps that attackers are quick to exploit.

Trust is the new currency

Cybersecurity is fundamental to the customer relationship. If consumers don't feel confident that their data is protected, they'll shop elsewhere. According to SOTI's 2025 Retail Report, "The Rise of Social Commerce, AI-Driven Personalization and a Security-First Approach in Retail",  83% of Australian consumers say they're wary of entering personal details either online or onto an in-store device. That number alone should be enough to bring change. Even as more shoppers embrace social commerce, mobile payments and digital loyalty programs, their confidence in the technology, devices and retail systems designed to support them remains fragile.

At the same time, almost 60% of Australian shoppers say they're more likely to buy from retailers that tailor offers across their different retail channels. There is a growing need for this personalisation to be matched instore, to the experienced had online. But that expectation comes with a catch: although consumers want a personalised in store experience, they will not compromise on data privacy and have security concerns. Meeting these demands therefore requires smart, secured and managed solutions across the store, right down to the devices staff use every day to support in store shoppers.

Empowering retail operations with EMM

Enterprise Mobility Management (EMM) offers a clear, effective path forward for these retail challenges. Rather than retrofitting security into dozens of devices and systems after the fact, EMM enables retailers to manage, monitor and secure all endpoints through a single, centralised platform regardless of operating system, device type and location.

This means every device, whether used by store staff, warehouse teams or delivery drivers, can be updated with the latest security patches, latest software and hardware updates as well as protected with policy-based controls for every user. Sensitive data can be encrypted, access rights managed remotely and if a device is lost or stolen, it can be wiped in seconds. If suspicious activity occurs, real-time alerts ensure swift intervention.

Crucially, EMM simplifies compliance, an increasingly important consideration as regulators tighten expectations around data privacy. By limiting access to authorised users or maintaining detailed audit logs, EMM enables retailers to maintain secure, compliant operations without disrupting day-to-day business.

Solutions like the SOTI ONE Platform are built to make this level of control and visibility achievable. By providing an integrated approach to managing mobile devices, scanners, tablets and printers, SOTI helps retailers reduce operational complexity, costs and ultimately downtime. With built-in analytics, businesses can tap into real-time intelligence on device performance, usage patterns and potential vulnerabilities, allowing them to make faster, more informed decisions.

The time to act is now

Too often, cybersecurity only becomes a priority after something goes wrong. But in retail, waiting for a breach to make a move is a gamble most businesses can't afford. The fallout from lost revenue to shaken customer trust can be far more damaging than the upfront effort it takes to get security right.

Recent global cyberattacks are warning signs. For Australian retailers, the message is clear that if customers can't trust you with their data, they'll take their business elsewhere.

While technology is essential, it's not the whole picture. Retailers must also equip their team with the knowledge to recognise and respond to cyber threats. Human error remains as one of the leading causes of data breaches. Regular training that covers phishing, password hygiene and secure device handling can significantly reduce this risk.

EMM may not stop every threat, but it gives retailers control where it matters most, closing the gaps, protecting the devices teams rely on, all while keeping operations moving. Retail is already digital and mobile. Now it's time to make it secure.