Michael Grant-Cook
Surveillance Manager
Sydney Opera House

Surveillance considerations in dynamic threat environments

How technology and human resources are used to protect one of the world’s most iconic locations and the millions of people that visit each year

Today, surveillance capabilities and the strategies used to create safe and secure spaces have become even more important than ever before: minimising risk and vulnerabilities that staff, visitors, and customers may be exposed to can be extremely challenging in complex and dynamic threat environments. Hear how Sydney Opera House utilises technology and human resources to not only protect one of the world’s most iconic locations, but also the millions of people that visit each year.

Michael brings over 20 years of security experience from both private and government sectors, spanning domestic and international contexts. His expertise lies in Aviation, Maritime, and Venue-based security portfolios.  

In his current role, he oversees the Security Operations Centre within the Emergency Planning and Response Group at Sydney Opera House, managing its various functions such as identifying, assessing, and coordinating responses to security and emergencies. Additionally, he is tasked with evaluating existing security systems and procuring cutting-edge technologies to bolster the Sydney Opera House’s defences against diverse threats. Notably, from 2020 to 2023, Michael played a key role in the detailed design phase and final integration of the Security System Upgrade Project. 

Prior to his current position, he served as the Security Operations Manager within the Emergency Planning & Response Group at Sydney Opera House. Before that, from 2001 to 2009, he served as an operational team member with the Australian Federal Police, earning recognition with the Police Overseas Service Medal for deployments with the Regional Assistance Mission Solomon Islands. 

He holds a Bachelor of Science (Psychology) from the University of Sydney, Michael is deeply interested in human behaviour and activity. He is committed to leveraging emerging technologies to mitigate risks and vulnerabilities within crowded places and iconic locations. 

Alistair Bulmer
Manager of Loss Prevention & Safety AUS/NZ
EB Games Australia

Psychosocial safety and the increase in in-store aggression

Join Alistair for a Safety and Wellbeing perspective on risk

Alistair is a Safety, Wellbeing, Loss Prevention, Inventory Control and Risk professional with broad overview, operational knowledge and exposure within retail bricks and mortar stores, distribution centers, logistics and Ecommerce.

He is also a passionate volunteer including professional undertakings with Qld Fire Department – Rural Fire Service Qld as Senior Firefighter, and community volunteerism within NFP and hobby related organisations.

Selena Armstrong
CEO
Shopcare

Update from ShopCare: latest interventions

A demonstration of some of the latest interventions to reduce incidence and impacts of aggression

Looking at some case studies, Selena will present on the interventions being trialled by ShopCare to support retailers to reduce incidents and impacts of violent and aggressive behaviour. ShopCare is the health, safety and wellbeing sector group for retailers and the supply chain.

About Selena

Selena is the CEO of ShopCare, a charity established to transform the way the retail sector and its supply chain work together to improve HSW outcomes across Aotearoa. She is an experienced executive leader with a demonstrated history of leading transformational change in non-profit organisations.

Selena is passionate about growing capability and influencing across systems to create legacy change. She combines commercial acumen with a relationship-focused approach to deliver solid results for the organisations she leads. Most importantly, Selena is dedicated to supporting and guiding others to achieve success.

Selena has held positions on the Women in Safety Excellence (WISE NZ) and the Health and Safety Association of New Zealand (HASANZ) Governance Groups. Before joining ShopCare she was the inaugural CEO of the New Zealand Institute of Safety Management (NZISM) and GM of the Goodfellow Unit at the University of Auckland, where she delivered continuing professional development to primary care practitioners.

Selena has worked in a variety of industries including education, professional services, telecommunications, and construction.

Brad Dannefaerd
Managing Director
CERT Systems

Dealing with difficult customers

Empowering staff to deal with emotional, aggressive and abusive customers safely and effectively

Join Brad for a discussion on how effective communications and de-escalation techniques can empower staff to deal with emotional, aggressive and abusive customers safely, effectively and professionally. A taster of the skills and techniques from CERT’s training programmes.

Brad will also look at the power of body cameras –how the use of Reveal body cameras in store, alongside proven interpersonal skills, can minimise the possibility of difficult situations escalating, and the how these cameras can protect staff and organisations by providing an undisputable record of an event.

Prior to establishing CERT Systems in 2007, Brad had a 20-year career as a fishery officer and trainer for NZ Fisheries, working with agencies across New Zealand, Australia, Canada and the United States, and was a member of the Combined Law Agency Group (CLAG), an inter-agency group that works together to target persons of interest.

Based on this experience and training, Brad established CERT Systems to deliver top quality training to enforcement and compliance officers across New Zealand. Since then, CERT has grown considerably and now has trainers throughout New Zealand and Australia delivering effective communications, de-escalation and conflict management training and equipment to more than 80 organisations, from central, state and local government agencies, to the health sector, education, airlines and retail chains. Rather than only training compliance and enforcement officers, CERT now delivers training to a wide range of people who interact with people across a variety of relationships. Put simply, CERT trains and equips ‘people who deal with people’ – especially where a potential for conflict exists. 

Michael Lamb (retired)
US Loss Prevention industry innovator

Craig Greenberg
Chief Commercial Officer
Gatekeeper Systems

Tech-driven strategies: enhancing retail safety and reducing loss

Mike offers insights from his career leading AP and Safety programs within major US retailers

Mike Lamb is a Loss Prevention industry innovator, and recently retired Vice President of Asset Protection & Safety for the US National Grocery Chain Kroger Company. He will offer insights from his extensive experience leading AP and Safety programs within major US retailers including, Wal-Mart and Home Depot, discussing how tech-driven strategies can help retailers reduce shrinkage, protect employees and customers, and create safer, more secure store environments. This session will explore the evolving role of technology in loss prevention and asset protection, focusing on how innovative solutions are designed with employee and shopper safety at the forefront. He is joined by Craig Greenberg, Chief Commercial Officer from Gatekeeper Systems who will provide his forty-year industry perspective.

Mike and Craig will host a round table discussion after this session.

Michael Lamb (retired)
Michael Lamb (retired), LPC has over 40 years of experience in the asset protection / loss prevention industry.  He most recently served as the Vice President of Asset Protection & Safety for the Kroger family of companies based in Cincinnati, OH. Michael oversaw the strategic and tactical direction related to the shrinkage, waste control and safety across the Kroger enterprise, consisting of approximately 2800 store locations. Prior to his position at Kroger, Michael served as the Vice President of Asset Protection & Safety for Walmart US from January 2013 until April of 2017. Additionally, Mr. Lamb served as Vice President of Asset Protection, Regulatory Compliance and Safety for The Home Depot from September of 2007 through March of 2012.

Michael also serves on the Loss Prevention Research Council Board of Directors, Board of Directors for RILA’s Asset Protection Leaders Council, the Editorial Board for Loss Prevention Magazine, Executive Council of The Loss Prevention Foundation, The Advisory Council for APEX, and on the Advisory Committee of NASP. 

Craig Greenberg
Craig Greenberg is the Chief Commercial Officer for Gatekeeper Systems, a global leader in loss prevention technology, where he has been an executive team member for the last 20 years. He started his career in retail operations with American Stores where he cultivated an understanding of the day-to-day challenges and opportunities within retail environments. Before joining Gatekeeper Systems, Craig was introduced to the San Diego startup, Carttronics, and while there he successfully partnered with several retailers to adopt their cart loss prevention technology. In 2004, Craig transitioned to Gatekeeper Systems Inc., where he has focused on collaborating with key retail leaders to apply cart control technology to solving the fast-emerging problem of pushout theft. Craig has been instrumental in deploying Gatekeeper Systems’ cutting-edge solutions to improve safety and mitigate theft and loss while improving operational efficiency and profitability for retail partners around the globe.  

Craig joined the Loss Prevention Magazine’s Solution Partner Board in early 2024. Gatekeeper Systems is also a long-time sponsor of the Loss Prevention Foundation, and an INNOVATE Partner with the Loss Prevention Retail Counsel.

Matthew Murray
National Retail Security Manager
Allied Security

Driving change and innovation in retail security

Retail crime trends and how collaboration is making retail safer

In this round table session Matt will talk about how Allied Security monitors international retail crime trends and develops training packages for its guards to meet the anticipated trends; also how it develops strategic partnerships at a nationwide level that are improving security outcomes, developing localised relationships with Police and other private/public sector stakeholders, leading to reduced levels of recidivist, antisocial and violent offending, particularly in retail malls.

Matt draws on 26 years of experience with NZ Police, where he previously led the national retail crime division. In that role, Matt developed strategies that are now applied nationwide to address recidivist retail offending. This background equipped Matt with unique insights into retail crime dynamics. Since transitioning from the Police, Matt has led the creation of initiatives that go beyond traditional security offerings, enabling Allied Security to identify and target recidivist offenders effectively.

Matt’s focus is on strategic partnerships, including close collaboration with NZ Police and other public and private stakeholders. These partnerships are reducing violent and aggressive behaviour, boosting retailers’ confidence in Allied’s security capabilities, and supporting a safer experience for retailers, employees and customers.

Sam Clarke
Founder/Trainer
ResponseRise

From surviving to strengthening: a personal story

A life-changing experience led Sam to take a new direction safeguarding others against Active Armed Offender (AAO) threats

Explore the compelling story of a former New Zealand Armed Offender Squad member who, after being injured in an active armed offender incident, transitioned from law enforcement to focus on enhancing retail security against similar threats. Following his experience of being shot, he shifted his career toward strengthening the readiness of the retail sector, developing targeted strategies to prepare for and respond to armed offender incidents.

With a focus on actionable steps, he now designs and delivers training programs that empower retail staff and management with the skills to navigate high-risk scenarios. This session will provide a unique perspective on translating personal experiences and tactical expertise into comprehensive security measures that safeguard retail environments, inspiring a proactive approach to safety and emergency preparedness.

Sam Clarke is a husband and father of two young daughters. With a background in the New Zealand Police, he served on the front lines as a constable before advancing to the Armed Offender Squad (AOS), where he deployed to high-risk incidents as an operator.

On July 20, 2023, during the Commercial Bay Active Armed Offender attack, he sustained a head injury after being shot by the offender. Following this life-changing experience and a desire to be closer to his family, he left the police and launched ResponseRise. Today, he draws on his real-life expertise to help shopping centres and retailers prepare staff to safeguard themselves and manage potential attacks effectively.

Grant Tetzlaff
Area Commander
Auckland City Police

How we are fighting retail crime in Auckland

In an environment of change how do we take people on a journey to improve results?

Does ‘being safe’ in the retail environment equal ‘feeling safe’? And what is the impact of this for retailers and the community? What is the wider economic impact of retail crime on the community? Join Grant to hear how Auckland City Police are working with the National Retail Investigation Support Unit and the Auror platform, the actions they are taking locally to hold offenders to account and what the future plan looks like for the City Centre. And (if time allows) how to get better results from the Police.

Grant joined the NZ Police in 1998 working in general policing in Auckland. In 2002 he joined the CIB where he remained through promotions for the next 10 years. During that period Grant worked on homicides, high level internal criminal investigations and all manner of other serious criminal offending. He has led a variety of investigation teams in Auckland. Grant also worked overseas in a deployment to the Regional Assistance Mission to the Solomon Islands, and with a number of foreign law enforcement agencies.

In 2012 Grant moved from operational policing to the development of the NZ Police ‘Prevention First’ operating model. This change in thinking sparked a passion for the prevention of crime ahead of all other Police involvement and something he is still passionate about today. In more recent times he has undertaken roles including Police Professional Conduct Manager and Area Prevention Manager. In 2017 Grant was promoted to Area Commander in Auckland West, and in 2023 moved to take charge of Auckland City Center where he leads Police work with partners to create a safer city.

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