DALLAS -- At first, it was chaotic when a robber ran into a Walgreens in southeast Dallas while being chased by police on Sunday afternoon.

It was full of customers. Carrie Coy was standing in line when the robber grabbed her.

"When the young man ran in, he just ran past me and grabbed me and started dragging me to back,” she said.

Coy says the man put a gun to her head and used her as a shield.

"When he pulled me back and we were on the floor, and he kept saying, ‘I have done some bad things, but I have never hurt no body,’” she recalled. “He says, ‘I have never hurt no body,’ and I said, ‘If you ain't going to hurt nobody, would you move that gun from the side of my face?’ He did."

For more than an hour, police say Jose Torres held Coy hostage. And while the scene outside seemed chaotic, inside Coy says she was calm.

Jose Torres

"I never felt fear and I said to myself, ‘God does not give us a spirit of fear. God does not give us a spirit of fear,’” she said.

Hostage negotiators tried to talk Torres into coming out. Coy says she, too, was negotiating.

"I told him. I said, ‘If you put the gun down, I will walk out with you. I will hold your hand and I will walk out with you,’” Coy said.

She had just left church to buy a birthday card, so while the standoff dragged on, she prayed.

"I said, ‘You know, God still loves you. I don't know what you have done, but you are going to make it worse, and remember God still loves you,’” she said.

Carrie Coy

Coy said Torres called his sister to say he loved her and tried to call other relatives. He even allowed her to take a call from her husband.

"He said, ‘You can answer that,’ and I answered it, and my husband asked, ‘Where are you?’ That's when he found out,” Coy said. “I said, ‘I am being held hostage in the Walgreens, and I could hear him say, ‘Oh God, oh my Lord.’”

Carrie said police kept asking Torres to surrender peacefully so he could live to see his son. She said he was agitated, but eventually calmed down.

"Finally he calmed down and he just said, ‘OK dude. OK bro. I am going to take clip out. I'm going to throw it out, then I will throw the gun out,’” Coy said.

That's when he surrendered.

Jose Torres is led away in handcuffs.

Carrie was taken outside where her husband of 46 years was there to comfort her.

Torres was arrested and charged with aggravated kidnapping.

Carrie Coy says it was prayer that got her through.

"All the time, I felt peace. God was in control and that He was going to take care of me and everyone else,” she said.