Got to say handled it quite well however given the situation i would definately not have reacted so calmly.
I was shopping a few weeks ago picking up my Lovely Aldi Oats (mmm) as i was walking to the till i heard a shop woman call
"Can i check your bag"
*thinking i don't have a bag carry on
"Can i check your bag please"
I turn around to see this chav walking so i stand in front of him and watch as he starts to ponder what to do, he starts walking off and the female store attendant has 3 fingers on his bag (draw string effort) me being me i stomp over and literally rip his bag off resulting in him nearly flying before bumping into my forearm which is now across his chest while i pass the bag to the woman.
He starts staring at me to get a long one back. Anyways turns out he'd nicked a cake, so give him his bag back after she tells him never to come in again, thanks me and then said to me that he was with 2 other lads at the front till, who i promptly approach and tell them to unzip their coats one does the other doesn't so i said "undo your coat or i will for you" so he undid his coat and then they started protesting they aren't "nickin" they are buying what they have.
Got a nice thankyou and one of my oats put through for 10p
Bottom line is if you ever have any conflict management training being loud or very forward is normally something which shocks people into not reacting. I.e. if you had of shouted "No" or "Stop" with your arms out when the guy kicked your mate i guarantee he would have been taken aback.